Hilltop Oil Company

Initial Business Response / [redacted] (1000, 8, 2016/04/13) */ In October 2015, the customer had his vehicle towed inWork was done and then the customer ended up buying some wheels and tires from us - at a discounted rate as money was an issue and his tires were not safe for the roadThe 3rd year apprentice did a wheel alignment -set the toe - and the customer took the vehicle for a road testBrought it right back as it was pulling so the alignment was redone and another road test was performed by the customerA few minutes after he left, he called to say that there were brake issuesHe brought the vehicle back and upon further inspection; it was found that one of the brake lines were pinched from the tow truckThe customer proceeded to perform the brake line repair himself in the parking lot of the business beside Hillbilly Auto Set Toe - $ [redacted] - Any extra parts or adjustments are extraThis was explained to the customer as mentioned before; he had stated that he couldn't pay for any more March 1st - the customer came in to ask about an engine vibration and mentioned the alignment The engine vibration was discussed as being common for that type of vehicle [redacted] I walked behind him to the parking lot and advised him I would have refunded him the $ [redacted] if he was not satisfied and again, asked him not to returnAt this time, another customer opened the door of the shop and advised me to come inside [redacted] This is my first complaint of this natureI feel with all the time I have spent on this customer & the mark down on the tires & wheels to try and help him out; [redacted] that there is an equal amount loss for both parties Thank you [redacted] Hillbilly Auto [redacted] Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/04/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well, first of all, [redacted] 's excuse of trying to use the pinched brake line as a poor reason to blame it on his neglect to do the alignment right the first time as stated in my former complaint that when I brought it to [redacted] , without having the proper [redacted] kits for the alignment, which only is in the front, and you can't align a rear end, and when through our prior argument, [redacted] And second of all, [redacted] he did not say that he was going to give me my money back [redacted] I [redacted] Final Business Response / [redacted] (4000, 16, 2016/04/27) */ In regards to statements made by [redacted] , as to what my statements were I have witnesses, both employees and customers along with people that were in the parking lot for the business next to me [redacted] To resolve this dispute and put a better use to my time, I will refund as stated, the price of the alignment plus taxes received here at Hillbilly Auto Incas long as [redacted] never pull onto my lot or premises again [redacted] Final Consumer Response / [redacted] (2000, 18, 2016/04/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) When I actually receive the check i'll feel somewhat happy, which is the least he could do[redacted] ( [redacted] ) [redacted] ? [redacted] I have proof from a [redacted] mechanic and the parts I had to buy and the alignment charge and the specs print out [redacted]

Initial Business Response / [redacted] (1000, 9, 2016/08/22) */ In summary: This customer has come in multiple times for service and has bought bikes from us but has almost always complained about somethingWe took extra care when he came in, because he was causing a scene prior to even having work doneOur service manager himself watched the technician to make sure everything went smoothlyAfter the bike was done the customer pointed out some cosmetic scratchesWe did not cause these scratchesWe have done thousands of tire changes with our state of the art equipment which is designed not to damage custom rimsHowever, in good faith, we still offered to re-chrome these scratches that were purely cosmetic Now the customer has come back claiming these scratches have made his unit structurally unsafe and is demanding we pay close to $1,plus whatever labor is for a problem we did not even cause He has also changed his story from the time he came in until nowOriginally he told us no one has ever done a tire change on his bike so it had to be usLater though he claimed many people have changed his tires and never caused damage, so we must not know what we are doing Letter from our Service Manager: It started with Mr [redacted] having an RO written up on 7/19/for a rear tire to be mounted on his motorcycleMr [redacted] was complaining and causing a scene, prior to even having work done about how no one can repair his bike without damageWe went ahead and proceeded to install his rear tire on his unitNow, I will say in hindsight, we probably should have taken pictures of his unit prior to touching it, based on his actionsBut, I had no reason to believe anything was going to go wrong, because up to this point, we have done thousands of tire changes with our equipment with no problemsI might add, we have done hundreds since this incident with no problems as wellWe have state of the art equipment designed not to damage custom rims Due to Mr [redacted] 's attitude when he arrived at the dealership, I decided to watch the technician do the jobMr [redacted] was watching through the glass window in the reception area as he paced back and forthDuring this time, I personally saw nothing that would alert me to any problem or struggle with the jobIn fact, it was very routine in generalAfter the rear tire was changed, the bike was placed out front for delivery to the customerThe customer freaked out and started yelling at everyone that we had scratched his rimHe proceeded to run in the dealership demanding to speak with the ownerOur sales manager joined me to see what the commotion was aboutWe saw the scratches he was talking about and talked with the technician, who had also come out to see what was going onWe took a look at the equipment, trying to piece together what might have happened, to no availThe technician did not notice anything wrong with the rim coming off or going back onSo with no proof in hand, I decided to give Mr [redacted] the benefit of the doubtHe informed us that no one else had ever touched his rim beforeI found out later that this was very untruthful and that he had several other tire changes prior to coming to us I told him I would look into a new rim verses re-chroming at our discretionYou see, the scratches in question are cosmeticThere is no structural damage to the wheel at all Turns out the rim is discontinued but instead I could get it re-chromedI then called Mr [redacted] to let him know I would re-chrome his wheel when he was readyI explained the down time was - weeks this time of yearSo, we discussed waiting until the fall, because he told me that he does not ride when the temperature starts to get coldI told him no problem and thought we had an agreement due to the motorcycle being fine to ride until then I thought all was well until a couple of weeks later when Mr [redacted] once again comes in yellingThis time he has an estimate which was over $1,for the discontinued rim that doesn't even include laborAfter settling down in my office, he continued to tell me how unsafe his rim is now and he wants a whole new rim and bearingsI tried to explain to him that I have been working in the motorcycle industry for 30+ years and that re-chroming this wheel has nothing to do with any safety issues and that I have personally had many rims chromed and re-chromed with no issuesAll he wanted to do was argue and proceed to call me a liar and untruthful and that he was convinced his scratched rim was dangerousHe also said he wasn't sure if he would ever come back to usWhy would any customer who has had so much trouble with a business even consider going backAfterwards I told Mr [redacted] that we probably had nothing more to talk about if he felt I could not be trustedI left him with the offer that if he changed his mind, I would still be willing to re-chrome his wheel I will say in closing, and I do standby the fact, that in my 30+ years of experience in the motorcycle field, the scratches to Mr [redacted] 's wheel (which I do not believe we caused,) are purely cosmetic and cause no structural instability to his rear rim whatsoeverIn fact, I am quite sure that he is riding his bike to this dayThe re-chroming of this wheel will put it back to new conditionI personally have had many wheels re-chromed without any problem We believe Mr [redacted] to be unreasonable for his demand to replace his rim for over $1,when the rim is only scratched and not structurally damaged and not caused by usI would defy anyone to find any difference in the wheel from the original chrome to the re-chrome Thanks,

Initial Business Response /* (1000, 9, 2016/01/26) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@hondaoftheozarks.com
Mr *** is a resident of Tennessee and purchased a unit from us in OctoberIn Tennessee, the dealer collects sales tax from the
customer and pays it on their behalfHowever in Missouri, the customer is responsible for this amountHe can find out more information about this process by visiting his count clerk website (http://www.sumnertags.com/getdoc/***) where it states "If an individual purchases a vehicle from a Tennessee dealer, sales tax is paid to the dealer; otherwise the sales tax is paid to the County Clerk's office."
When*** asked for an "out the door" price, we quoted all applicable charges.*** also signed a Bill of Sale showing a $amount in the Sales Tax field
In December he contacted us saying he was surprised to find his taxes and titles fees amounted to $We explained to him that sales tax is not collected by dealers in Missouri
Ultimately I asked the customer if he had any emails or written communications indicating we were somehow paying his sales tax and he did notAt the time of sale, we provided the customer with paperwork detailing by line item what he was being charged for which did not include any amount for sales tax
Unfortunately the customer did not understand the tax implications of buying a unit outside of his home state
Initial Consumer Rebuttal /* (3000, 12, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I asked the salesman separate time specifically if all taxes were included in the price quotedHe assured me all three times that taxes were included and I would only be responsible purchasing tags once I received the motorcycleWhen I talked to *** *** from Honda of the Ozarks, he told me that someone was lying, either the salesman or me, and he didn't believe the salesman was the one lying
This deal was done almost entirely over the phoneWhen I did email Matt to ask a question, he would respond with a phone call instead of via email so I do not have any "written communications" from the dealer
I don't know why I was told separate times that taxes were included but that is what I was toldIf this dealership has to lie and cheat its customers then they should be made to pay for their lies
And I don't live in Sumner County, I live in Robertson County as I told Matt during our conversations
Final Business Response /* (4000, 16, 2016/02/05) */
We never told Mr *** *** that we would collect sales taxI have attached the Bill of Sale he signed which shows we did not collect any sales tax from himAs a resident of Tennessee, he is responsible for taking his paperwork back to his home state and paying their applicable taxes and feesI looked through all communications we had with the customer and no where did it ever mention we would be collected sales taxUltimately what I could find was a Bill of Sale signed by *** *** acknowledging the customer was only charged for a sale price and administrative fee.*** is responsible for the applicable taxes and fees that the state of Tennessee requires

Initial Business Response /* (1000, 8, 2016/04/13) */
In October 2015, the customer had his vehicle towed in. Work was done and then the customer ended up buying some wheels and tires from us - at a discounted rate as money was an issue and his tires were not safe for the road. The 3rd year...

apprentice did a 2 wheel alignment -set the toe - and the customer took the vehicle for a road test. Brought it right back as it was pulling so the alignment was redone and another road test was performed by the customer. A few minutes after he left, he called to say that there were brake issues. He brought the vehicle back and upon further inspection; it was found that one of the brake lines were pinched from the tow truck. The customer proceeded to perform the brake line repair himself in the parking lot of the business beside Hillbilly Auto.
Set Toe - $[redacted] - Any extra parts or adjustments are extra. This was explained to the customer as mentioned before; he had stated that he couldn't pay for any more.
March 1st 2016 - the customer came in to ask about an engine vibration and mentioned the alignment The engine vibration was discussed as being common for that type of vehicle. [redacted] I walked behind him to the parking lot and advised him I would have refunded him the $[redacted] if he was not satisfied and again, asked him not to return. At this time, another customer opened the door of the shop and advised me to come inside. [redacted]
[redacted]
This is my first complaint of this nature. I feel with all the time I have spent on this customer & the mark down on the tires & wheels to try and help him out;[redacted] that there is an equal amount loss for both parties.
Thank you
[redacted]
Hillbilly Auto
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2016/04/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Well, first of all, [redacted]'s excuse of trying to use the pinched brake line as a poor reason to blame it on his neglect to do the alignment right the first time as stated in my former complaint that when I brought it to[redacted], without having the proper [redacted] kits for the alignment, which only is in the front, and you can't align a rear end, and when through our prior argument, [redacted] And second of all, [redacted] he did not say that he was going to give me my money back. [redacted] I [redacted]
Final Business Response /* (4000, 16, 2016/04/27) */
In regards to statements made by[redacted], as to what my statements were I have witnesses, both employees and customers along with people that were in the parking lot for the business next to me. [redacted] To resolve this dispute and put a better use to my time, I will refund as stated, the price of the alignment plus taxes received here at Hillbilly Auto Inc. as long as [redacted] never pull onto my lot or premises again. [redacted]
Final Consumer Response /* (2000, 18, 2016/04/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
When I actually receive the check i'll feel somewhat happy, which is the least he could do.[redacted] ([redacted]) [redacted]? [redacted] I have proof from a [redacted] mechanic and the parts I had to buy and the alignment charge and the specs print out[redacted]

We have refunded the customer.  We have an optional road hazard program that protects tires from damage caused by debris, nails, etc.  Our parts employee at that time did not understand this problem was unrelated to this but instead caused by a defect from the manufacture which we are...

happy to replace.

Initial Business Response /* (1000, 9, 2016/08/22) */
In summary:
This customer has come in multiple times for service and has bought bikes from us but has almost always complained about something. We took extra care when he came in, because he was causing a scene prior to even having work...

done. Our service manager himself watched the technician to make sure everything went smoothly. After the bike was done the customer pointed out some cosmetic scratches. We did not cause these scratches. We have done thousands of tire changes with our state of the art equipment which is designed not to damage custom rims. However, in good faith, we still offered to re-chrome these scratches that were purely cosmetic.
Now the customer has come back claiming these scratches have made his unit structurally unsafe and is demanding we pay close to $1,500 plus whatever labor is for a problem we did not even cause.
He has also changed his story from the time he came in until now. Originally he told us no one has ever done a tire change on his bike so it had to be us. Later though he claimed many people have changed his tires and never caused damage, so we must not know what we are doing.
Letter from our Service Manager:
It started with Mr. [redacted] having an RO written up on 7/19/16 for a rear tire to be mounted on his motorcycle. Mr. [redacted] was complaining and causing a scene, prior to even having work done about how no one can repair his bike without damage. We went ahead and proceeded to install his rear tire on his unit. Now, I will say in hindsight, we probably should have taken pictures of his unit prior to touching it, based on his actions. But, I had no reason to believe anything was going to go wrong, because up to this point, we have done thousands of tire changes with our equipment with no problems. I might add, we have done hundreds since this incident with no problems as well. We have state of the art equipment designed not to damage custom rims.
Due to Mr. [redacted]'s attitude when he arrived at the dealership, I decided to watch the technician do the job. Mr. [redacted] was watching through the glass window in the reception area as he paced back and forth. During this time, I personally saw nothing that would alert me to any problem or struggle with the job. In fact, it was very routine in general. After the rear tire was changed, the bike was placed out front for delivery to the customer. The customer freaked out and started yelling at everyone that we had scratched his rim. He proceeded to run in the dealership demanding to speak with the owner. Our sales manager joined me to see what the commotion was about. We saw the scratches he was talking about and talked with the technician, who had also come out to see what was going on. We took a look at the equipment, trying to piece together what might have happened, to no avail. The technician did not notice anything wrong with the rim coming off or going back on. So with no proof in hand, I decided to give Mr. [redacted] the benefit of the doubt. He informed us that no one else had ever touched his rim before. I found out later that this was very untruthful and that he had several other tire changes prior to coming to us.
I told him I would look into a new rim verses re-chroming at our discretion. You see, the scratches in question are cosmetic. There is no structural damage to the wheel at all.
Turns out the rim is discontinued but instead I could get it re-chromed. I then called Mr. [redacted] to let him know I would re-chrome his wheel when he was ready. I explained the down time was 4 - 6 weeks this time of year. So, we discussed waiting until the fall, because he told me that he does not ride when the temperature starts to get cold. I told him no problem and thought we had an agreement due to the motorcycle being fine to ride until then.
I thought all was well until a couple of weeks later when Mr. [redacted] once again comes in yelling. This time he has an estimate which was over $1,500 for the discontinued rim that doesn't even include labor. After settling down in my office, he continued to tell me how unsafe his rim is now and he wants a whole new rim and bearings. I tried to explain to him that I have been working in the motorcycle industry for 30+ years and that re-chroming this wheel has nothing to do with any safety issues and that I have personally had many rims chromed and re-chromed with no issues. All he wanted to do was argue and proceed to call me a liar and untruthful and that he was convinced his scratched rim was dangerous. He also said he wasn't sure if he would ever come back to us... Why would any customer who has had so much trouble with a business even consider going back. Afterwards I told Mr. [redacted] that we probably had nothing more to talk about if he felt I could not be trusted. I left him with the offer that if he changed his mind, I would still be willing to re-chrome his wheel.
I will say in closing, and I do standby the fact, that in my 30+ years of experience in the motorcycle field, the scratches to Mr. [redacted]'s wheel (which I do not believe we caused,) are purely cosmetic and cause no structural instability to his rear rim whatsoever. In fact, I am quite sure that he is riding his bike to this day. The re-chroming of this wheel will put it back to new condition. I personally have had many wheels re-chromed without any problem.
We believe Mr. [redacted] to be unreasonable for his demand to replace his rim for over $1,500 when the rim is only scratched and not structurally damaged and not caused by us. I would defy anyone to find any difference in the wheel from the original chrome to the re-chrome.
Thanks,

Initial Business Response /* (1000, 9, 2016/04/26) */
Customer did call but the message never reached our service manager. Once notified we were happy to go pick up the bike and make sure it was running properly. All repairs have been done and we are just waiting for customer to get their unit...

back.