Harold's Car Care

Review: Harold was recommended to me for car repairs when I moved here about years ago. He is the only mechanic I know so I have been dealing with him in regard to repairs to my car and truck. I came into his office in 2/19 and advised him that I need 2 axles, 2 headlights, a battery in my car and a VA inspection sticker. I gave him $1000.00 and asked for a receipt or a estimate. He told me to come back later for it. I told him ok and came back about 2 days later to drop my car off and have him do the repairs, again I asked for a receipt and was brushed off. I came back the next day and see that he installed the headlights and I see the inspection sticker so he told me that he installed one axle and I need to come back to have the other axle done, again I asked for a receipt and estimate and was advised to come back. At this point I said, the only work done was the headlights and a inspection stickler that in no way equals $1,000.00. I asked him for a receipt for work done and parts and labor he stated that he never did either axle and he would give me a receipt, which it took me 2 hours to retrieve. The receipt for work includes $387.00 for instillation on headlights, $32.00 for VA inspfection sticker, $140.00 for a battery installation, $320.00 for axles, $80.00 to repair my bumper, which still has holes in it and I have video to prove this and also of the headlights that were not installed ....I immidiatley objected to the outrageous prices. I never approved these repairs or prices and he refused to issue a refund for services. I went oi get a estimate for the work he said he completed and it is way less then what he charged and these charges do not equal to $1,000.00. I also have estimates for threw headlights as well as the cost of labor which is documented in his office as $40.00 per hour. I am at this time requesting a full refund for unsatisfactory work as well as price gauging and charging me for $32.00 for a VA inspection sticker wich costs $16.00. I would never have agreed to these prices and have proof that I was overcharged. I demand a refund per VA statue code 59.1-207.3. I trusted this man and he took advantage of me. He ripped me off big time. I have the fake receipt, estimate that he provided....If there is no satisfactory resolution for this man taking total advantage of me I am prepared to escalate this to the Attorney General Office as well as pursue legal action.Desired Settlement: refund. I am willing to pay for battery instillation and headlights at a reasonable price...all other funds should be refunded.

Business

Response:

I worked on her Jeep and Cadillac, made several appointments to fix the axle, and when she didn't come back in for that repair, we refunded her the cost of that repair.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear Because of this facility blatant lie, I have referred this matter to The Office Of The Attorney General Of Virginia.

Regards,

Business

Response:

Thank you for sending the attached correspondence regarding the recent customer complaint regarding services I provided under Harold’s Car Care. It is unfortunate that this complaint reached your office; however, I want to provide detailed information supporting the work and service I provided [redacted]. After reading the complaint by Ms. [redacted], and her assumption of price gauging, I can ensure The Revdex.com that the supporting information will prove that I had no intent of taking advantage of the customer and any other customer. I have operated and owned Harold’s Car Care for more than 25 years and this is the first complaint of this nature I have received. I plan to retire this year after maintaining a business under the principles of honesty and integrity which have been the values that kept my business successful for many years. The type of services I provide for the Roanoke community is fair and reasonably priced to ensure that low to moderate income families can have their vehicles serviced without worrying about being taking advantage of. This type of service is the reason why I was recommended to Ms. [redacted] by another customer which she stated in her complaint. Ms. [redacted] received a $310.00 refund for the parts and labor for the two axels I agree to purchase for her vehicle and install. She did not bring the vehicle back as scheduled and I provided a full refund because the services were never fulfilled. This information was not indicated in the claim that she submitted. However, I took the time to itemize the receipt she provided from my business. The following Services: Service: Amount: Two headlights – $147.36 Parts: 199.34 Labor Rate: 188.41 Total: $387.75 Installed turn signal - $51.98 Repaired Bumper (Not disclosed in the complaint: Front end of vehicle wrecked) $80.00 State Inspection Sticker $16.00 (Not Disclosed in the complaint: Checking the vehicle prior to inspection. Replacing bulbs, checking breaks, to meet VA inspection standards. $16.00 Parts & Labor) $32.00 Battery $124.99 Installation of battery for a 1996 Cadillac (Add additional $40.00 for the service call to install the battery) $40.00 $40.00 Purchase of two axles $147.40 Installed two windshield wipers $20.00 Hours of Service: 11 hours and a labor rate of $40.00 $440.00 Total $1,312.14 Charged to Customer $1,000.00 Part of the value I provide my customers is the flexibility to adjust the cost of the service due to the nature of the work and the parts for the vehicle. The only non-adjustable item is my labor rate. With the parts and labor provided in my detail breakdown of the receipt Ms. [redacted] provided, I saved her approximately $312.14. In addition, I did not charge her the full amount of the time I invested into the vehicle or charge for the installation of the windshield wipers, topping off fluids, airing the tires, and other routine diagnostic checks that come standard with my service. I charged her a flat cost of $1,000.00. Ms. [redacted] did not disclose the condition of the vehicle prior to bringing the Jeep to my shop. Therefore, I had to work additional hours on repairing the wrecked front end of the Jeep. I can appreciate customers comparing my services to other mechanics in the area. This industry is well known to have a range of prices due to the experience of the mechanic and parts and labor. I encourage all of my customers to seek second opinions if they feel the estimates I provide are outside of their budget. Ms. [redacted] provided several other estimates that she collected prior to filling the complaint. The information she provided lists itemized cost lower than my services. Although, the amounts are different, the information provided are estimates by different locations after my services were already completed. I don’t doubt there are cheaper services or parts. I would not have stopped Ms. [redacted] from taking her vehicle to another mechanic if she had found a cheaper solution. Yet, she agreed to the amount I quoted and charged her. I don’t provide any type of price matching and I do not have the same type of contracts regarding parts as other businesses and dealerships. Therefore, the price of the parts and or labor rate could vary amongst other locations. The information she provided is actually not out of range of my prices and it does not include all the services I actually provided for the customer. The price she quoted on the receipt from [redacted] states 54.99. (Attached PDF) However, the customer is not aware that the price is cheaper because the equipment is remanufactured. The axels I purchased were brand new and I purchased them through [redacted]. This ensures durability and longevity of the work I provide. This is one small difference that can affect the price in any situation similar to the one Ms. [redacted] is disputing. I took the time and reviewed the estimate from [redacted]. The total amount indicated is $718.72. If you add the cost of the work done on the Jeep and second vehicle (96 Cadillac) and the service call I made to install the equipment. In addition, add the additional time spent on the Jeep, the amount would greatly exceed the estimated cost. However, I charged Ms. [redacted] a total of $1,000.00 as originally quoted. If [redacted] included the other services provided, the amount on the estimate would not state $718.72. I’m positive the amount would be higher given the additional parts and labor. I’m also ASE certified and have been a mechanic for over 40 years. I have more than enough years of experience in this industry to service a variety of cars. Therefore, I base my prices within the range of most dealership service departments. A majority of dealerships labor rates are within the range of $100.00 to $160.00. Most small business owners like me ranges will vary between $80.00 to $100.00 an hour. I purposefully, set my rate at $40.00 to accommodate my clients and to make a decent living. For Ms. [redacted] to insinuate that I’m taking advantage is simply untrue. Taking the above information into account, I’m a fair mechanic. I have provided a few additional receipts to show that I hand write all of my receipts. (Attached Below) I signed or initial all of my receipts and I personally wrote the receipt that was provided to Ms. [redacted]. I’m confident that this matter will be resolved in a timely manner. There is no evidence of price gauging. There is no evidence of me taking advantage of the customer. There is always a possibility a customer will find services and parts cheaper at other places. However, the claim that Ms. [redacted] filed, is outside of my daily business practice. Furthermore, I didn’t charge the customer for the full time and work I actually invested in the vehicle. I’m happy to provide any additional information to help rectify this situation. Sincerely, Harold W. Thomas Owner, Harold’s Car Care Attachments

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I first want to thank Mr. Thomas for his response to my complaint. I also want to thank him for providing his correct last name. I believe he has provided me everything I need at this time. Thank you again for your cooperation.

Regards,