Hillandale Shell Servicenter

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:August 11, Dear [redacted] ***,As requested, below is my response to Mark S***'s letter to you dated 8/5/The ID number is [redacted] .MrS [redacted] may be correct in his statement that "there is no such thing as an volt alternator for his car." However, the alternator that WAS installed was only putting out voltsA volt output is required for my carSince the output was only volts, the alternator ruined the battery, which started the chain of events described in full in my initial complaint to the Revdex.comThe bottom line is that, whatever type, model, or make of alternator was required for my care, the one that WAS installed failed to provide adequate voltageWas the voltage checked by the mechanic prior to turning the car back over to me? As I have previously said, the insufficient volt output is documented on my receipt from [redacted] ***, who said that a volt output was required for my carMrS [redacted] then goes to great lengths to say that the alternator that was installed was acquired from ***, who also supplies alternators to [redacted] ***This information is totally irrelevant, because, not only is it new information, but Sport [redacted] has nothing to do with this complaintAdditionally, there was no indication that my car could be towed to a shop that is affiliated with ***MrS [redacted] and MrC [redacted] (the manager) know that I live in [redacted] and work in BethesdaMy subsequent breakdowns were in [redacted] , close to where I liveIs MrS [redacted] implying that a tow truck would have towed my car from [redacted] , crossing or county lines, all the way to Hillandale Shell in [redacted] near the [redacted] 's County line; thus leaving me stranded and unable to get to my home or my work? I don't think soAdditionally, the [redacted] alternative was never explained to me properlyIn the phone call where I initially spoke to MrC [redacted] about my problem with the alternator, a [redacted] alternative was, again, never mentioned to meA proactive manager would have reminded me about the [redacted] alternative.If MrS [redacted] was unwilling to refund the entire cost of this whole process, $1087.76, then a compromise refund ofthe cost ofthe alternator, $which I DID propose as an alternative, should have been agreed uponMrS [redacted] and MrC [redacted] were unwilling to agree to even that.My last point is that, as I mentioned before, if the alternator voltage output had been checked by and documented by Hillandale Shell, all of this never would have happened.Very Respectfully,

August 5, Dear *** ***I appreciate the opportunity to respond to the customers complaintAs you may know I have already discussed this matter with the aforementioned customer and we were unable to come to an agreement| responded to the all the allegations that he made and
informed him that I didn't feel he had legitimate grounds to ask for a refundThe primary allegation that he made was that we installed an volt alternatorThere is no such thing as an volt alternator for his car and we did in fact install a volt alternator which is what is required on his automobileIt is interesting to note that we acquired the alternator from our local *** distributor who also supplies the alternators to our local *** dealer, *** ***.I also indicated to the customer that he needed to contact our service center to make a claim under the warrantyThe repair order clearly says that “warranty work based on this bill must be performed at this shop.” If the customer would have informed us of his difficulties then we would have either had him towed to a shop affiliated with *** Auto Parts or we would have had the vehicle towed hereThe customer also insinuated that our technician may not be ASE certifiedThe fact of the matter is that he has been certified as an ASE Master Mechanic which is the cream of the cropIn closing, I am sorry that the customer had further problems with his automobile, but if he had informed us of his troubles in the first place than we could have covered everything under warranty.Sincerely,Mark S

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:August 11, 2014
Dear [redacted],As requested, below is my response to Mark S[redacted]'s letter to you dated 8/5/2014. The ID number is [redacted].Mr. S[redacted] may be correct in his statement that "there is no such thing as an 8 volt alternator for his car." However, the alternator that WAS installed was only putting out 8 volts. A 14 volt output is required for my car. Since the output was only 8 volts, the alternator ruined the battery, which started the chain of events described in full in my initial complaint to the Revdex.com. The bottom line is that, whatever type, model, or make of alternator was required for my care, the one that WAS installed failed to provide adequate voltage. Was the voltage checked by the mechanic prior to turning the car back over to me?
As I have previously said, the insufficient 8 volt output is documented on my receipt from [redacted], who said that a 14 volt output was required for my car.
Mr. S[redacted] then goes to great lengths to say that the alternator that was installed was acquired from [redacted], who also supplies alternators to [redacted]. This information is totally irrelevant, because, not only is it new information, but Sport [redacted] has nothing to do with this complaint. Additionally, there was no indication that my car could be towed to a shop that is affiliated with [redacted]. Mr. S[redacted] and Mr. C[redacted] (the manager) know that I live in [redacted] and work in Bethesda. My subsequent breakdowns were in [redacted], close to where I live. Is Mr. S[redacted] implying that a tow truck would have towed my car from [redacted], crossing 2 or 3 county lines, all the way to Hillandale Shell in [redacted] near the [redacted]'s County line; thus leaving me stranded and unable to get to my home or my work? I don't think so. Additionally, the [redacted] alternative was never explained to me properly. In the phone call where I initially spoke to Mr. C[redacted] about my problem with the alternator, a [redacted] alternative was, again, never mentioned to me. A proactive manager would have reminded me about the [redacted] alternative.If Mr. S[redacted] was unwilling to refund the entire cost of this whole process, $1087.76, then a compromise refund ofthe cost ofthe alternator, $409.83 which I DID propose as an alternative, should have been agreed upon. Mr. S[redacted] and Mr. C[redacted] were unwilling to agree to even that.My last point is that, as I mentioned before, if the alternator voltage output had been checked by and documented by Hillandale Shell, all of this never would have happened.Very Respectfully,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  The only response of the business is to ignore my complaint.  No compromise, no leeway, no acknowledgement that they might have done something wrong.  The techncal issues raised in my complaint remain the same.  In summary, if Hillandale Shell had taken the time to test the output voltage of the battery that they installed, they would have been able to correct their error and save me time, expense, and lost work time.
Regards,
[redacted]

Review: I recently broke down on [redacted] Avenue, northbound, just south of [redacted] Road, in [redacted], MD. I was towed to Hillandale Shell, and they installed a new (re-built) alternator. The cost was $409.83.

Since that time, I have had 3 incidents of breaking down. I also had to have a new battery installed after the second breakdown. See below:

1st breakdown: serviced by Hillandale Shell

2nd breakdown: serviced by [redacted]

3rd breakdown: serviced by [redacted] (no charge)

4th breakdown: serviced by [redacted]

The technicians at [redacted] in [redacted], MD, have informed me that the alternator that you installed was putting out only 8 volts, but a 14 volt alternator is required for my car. This low voltage ruined my battery, and I had to buy a new one. The 8 volt put-out is documented on the second page of the [redacted] receipt.

I had to go through the expense of a second alternator, after the 4th breakdown, plus the cost of a new battery, after the 3rd breakdown.

So, Hillandale Shell not only installed the wrong alternator, but the low voltage caused my battery to lose its charge and ruined the battery.

I wonder if the technician who serviced my car is ASE certified, and if he knows that there are different alternators with respect to voltage output. If not, then he should not have serviced my car. I also noticed that the alternator was installed without my car being put in the service bay. Was the technician in such a rush that he decided to service my car outside of the bay? If he was rushed, maybe that’s why he installed an 8 volt alternator instead of a 14 volt alternator.

Therefore, since the alternator that you sold me is covered under warranty, and proved to be defective due to its low voltage output, and it ruined the battery, I am requesting a full refund of my money that I spent at Hillandale Shell, plus the cost of the new battery, plus the cost of the second alternator. The cost breakdown is shown below:

The 8 volt alternator that Hillandale Shell installed: $409.83

The battery that [redacted] installed: $132.54

The 14 volt alternator (correct voltage) that [redacted] installed: $545.39

Grand Total: $1087.76Desired Settlement: A check made out to me in the amount of $1087.76

Business

Response:

August 5, 2014Dear [redacted]I appreciate the opportunity to respond to the customers complaint. As you may know I have already discussed this matter with the aforementioned customer and we were unable to come to an agreement. | responded to the all the allegations that he made and informed him that I didn't feel he had legitimate grounds to ask for a refund. The primary allegation that he made was that we installed an 8 volt alternator. There is no such thing as an 8 volt alternator for his car and we did in fact install a 14 volt alternator which is what is required on his automobile. It is interesting to note that we acquired the alternator from our local [redacted] distributor who also supplies the alternators to our local [redacted] dealer, [redacted].I also indicated to the customer that he needed to contact our service center to make a claim under the warranty. The repair order clearly says that “warranty work based on this bill must be performed at this shop.” If the customer would have informed us of his difficulties then we would have either had him towed to a shop affiliated with [redacted] Auto Parts or we would have had the vehicle towed here.The customer also insinuated that our technician may not be ASE certified. The fact of the matter is that he has been certified as an ASE Master Mechanic which is the cream of the crop.In closing, I am sorry that the customer had further problems with his automobile, but if he had informed us of his troubles in the first place than we could have covered everything under warranty.Sincerely,Mark S

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:August 11, 2014Dear [redacted],As requested, below is my response to Mark S[redacted]'s letter to you dated 8/5/2014. The ID number is [redacted].Mr. S[redacted] may be correct in his statement that "there is no such thing as an 8 volt alternator for his car." However, the alternator that WAS installed was only putting out 8 volts. A 14 volt output is required for my car. Since the output was only 8 volts, the alternator ruined the battery, which started the chain of events described in full in my initial complaint to the Revdex.com. The bottom line is that, whatever type, model, or make of alternator was required for my care, the one that WAS installed failed to provide adequate voltage. Was the voltage checked by the mechanic prior to turning the car back over to me?As I have previously said, the insufficient 8 volt output is documented on my receipt from [redacted], who said that a 14 volt output was required for my car.Mr. S[redacted] then goes to great lengths to say that the alternator that was installed was acquired from [redacted], who also supplies alternators to [redacted]. This information is totally irrelevant, because, not only is it new information, but Sport [redacted] has nothing to do with this complaint. Additionally, there was no indication that my car could be towed to a shop that is affiliated with [redacted]. Mr. S[redacted] and Mr. C[redacted] (the manager) know that I live in [redacted] and work in Bethesda. My subsequent breakdowns were in [redacted], close to where I live. Is Mr. S[redacted] implying that a tow truck would have towed my car from [redacted], crossing 2 or 3 county lines, all the way to Hillandale Shell in [redacted] near the [redacted]'s County line; thus leaving me stranded and unable to get to my home or my work? I don't think so. Additionally, the [redacted] alternative was never explained to me properly. In the phone call where I initially spoke to Mr. C[redacted] about my problem with the alternator, a [redacted] alternative was, again, never mentioned to me. A proactive manager would have reminded me about the [redacted] alternative.If Mr. S[redacted] was unwilling to refund the entire cost of this whole process, $1087.76, then a compromise refund ofthe cost ofthe alternator, $409.83 which I DID propose as an alternative, should have been agreed upon. Mr. S[redacted] and Mr. C[redacted] were unwilling to agree to even that.My last point is that, as I mentioned before, if the alternator voltage output had been checked by and documented by Hillandale Shell, all of this never would have happened.Very Respectfully,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The only response of the business is to ignore my complaint. No compromise, no leeway, no acknowledgement that they might have done something wrong. The techncal issues raised in my complaint remain the same. In summary, if Hillandale Shell had taken the time to test the output voltage of the battery that they installed, they would have been able to correct their error and save me time, expense, and lost work time.

Regards,