International Auto Service Center

Review: On Monday, May 4th, at the request of [redacted], International Auto Towed my stranded vehicle which would not start, from [redacted]. to [redacted] auto shop, on [redacted] told me a flat bed would be dispatched since it is an all wheel drive car.

The car being towed was a white 2009 [redacted], which is all wheel drive, all the time. The tow truck driver towed my car without a flatbed and without trolleys causing transmission failure. This was confirmed by the auto repair shop it was being towed to. I also checked with [redacted] in Berlin, CT and they confirmed this car should never have been towed without a flatbed or trolleys. [redacted] told me the towing company is responsible for any damages caused by the tow. When I reached out to International Auto, I was told the only person that can make a decision was [redacted] and he was on vacation for the next ten days. Two weeks after the tow, I speak with [redacted] and he told me he would have to verify with the tow truck operator and call me back. Three days past and [redacted] never called me back. I called him and he said he did verify my car was towed incorrectly and they would "do the right thing and take care of the damages". He asked if he would be allowed to make the repairs instead of the [redacted] auto shop. I told him since the [redacted] already had a replacement transmission and was ready to install it, I would prefer they do the work. I did agree that he can reach out to the [redacted] and work out some kind of arraignment on the price. Since then he has spoken to the [redacted] twice but never agreed to anything. I have called in to International Auto a few times a week since this began but [redacted] has never returned one of my calls. The only time I have spoken to him is when he happened to answer the phone, otherwise the dispatchers would always take a message and assure me [redacted] would call me back. The last time I spoke to him was on Friday Sept. 12th. He told me he would go down to the [redacted] and verify the damages personally that afternoon and get it resolved. He never showed up. I have left several more messages since and again have not received a call back.Desired Settlement: I am asking for the cost to replace my transmission, which I have been quoted at $2000.00.

Review: In November 2012 I had some repair work done to my vehicle at International Auto Service Center on South Street in West Hartford. They put in a brand new radiator and thermostat among other repairs. A couple of weeks ago I noticed my temperature gauge was running very hot and when we checked the fluid it was very low. After we added more anti freeze we noticed a pretty severe leak. My husband contacted the repair shop and was told to bring it in "but there is only a 1 year warranty on parts" (which is not posted anywhere btw). My husband brought the van down and after it was looked at he was told that the thermostat jammed causing over pressurization which caused the leak. He was told since they put in the thermostat they would warranty it but it would still cost us $400 in labor to fix it! We feel we should not have to pay anything since it was clearly their fault and I feel like he is trying to take advantage of usDesired Settlement: I would like my radiator fixed

Business

Response:

3/13/14

Complaint Number: [redacted]

To whom it may concern:

International

Auto Radiator, Inc was established in 1977 and was founded under three major

fundamental principles; Hard Work, Integrity and excellent customer service. We

pride ourselves on our customer relations and make every attempt to appease our

customer's needs. The major benefit of being a family owned business is the

ability to connect directly with our customers and build a positive

relationship for years to come.

When we

received the letter from the Revdex.com we were completely surprised about the charges

from Mrs. [redacted]. The vehicle did come into our location on Nov 24, 2012 for

repair at which time the engine water pump was replaced, valve cover gasket's

replaced, front stabilizer links, front brake pads, intake manifold gasket and

radiator were replaced.

We received

a call from Mr. [redacted] in February 2014 stating the vehicle was leaking

coolant. At which point we informed the customer to come down and we would

gladly check it for him at no cost. Upon inspection of the coolant system in

the vehicle, it was determined the thermostat had seized causing the coolant

system to over pressurize which in turn caused the radiator to leak. The

manufacture of the radiator has a 1 year warranty on parts and the repair was

made 15 months prior. The service manager went out of his way to contact the

radiator manufacturer and convinced the manufacturer to warranty the radiator.

We informed the customer the parts would be covered but they would be responsible

for the labor to install the warranted parts. At which time the customer

refused the repair.

We feel

that our employee went up and above for Mr. and Mrs. [redacted] and we feel 100%

confident that we acted appropriately in this matter.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

To whom it may concern,

When we had the van in for repairs in November of 2012 International Auto also replaced the thermostat. The same thermostat that seized and caused the new radiator to fail. We have already paid for a new radiator, thermostat AND the labor to install them. We feel that we spent good money in your shop to have some major repairs done and now a little over a year later we are back needing the same repair. Our conclusion is either the part or parts were faulty (not our fault) or the installation was faulty ( also not our fault) so why should we be responsible for ANY cost to make this right?

Sincerely,

Business

Response:

Date: 04/02/14

Complaint # [redacted]

To whom it may concern,

As stated in our previous letter, We at International Auto Radiator Inc. feel our employees acted in a responsible fashion and went out of our way to please Mr. and Mrs. [redacted] by contacting the radiator manufacture, And convincing the manufacture to warranty the radiator 4 months beyond the manufacture warranty.

As a small business owner we know this is a customer driven industry, the way our employees acted is exactly why we have been in business since 1977. Because we care about our customers, And after time our customers become friends. This is an unfortunate situation where sometimes you just can’t please the customer. There is a sign clearly marked in our shop that states all new radiators have a 1 year guarantee. As for the Thermostat, I have enclosed a copy of the repair order which shows no thermostat was replaced & the [redacted]’s were never charged for one. In addition the original repair was done in November of 2012 as stated earlier by Mrs. [redacted] and the vehicle was brought back for a leak concern in February of 2014.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

There was no original repair order attached and I can only assume this is because it CLEARLY states the thermostat WAS replaced by YOU. A copy of which I will happily provide. As of February 2014 there was NO sign in your shop stating radiators had a one year warranty, and I have video to show this. My husband asked where it was posted your "clerk" waved his hand around and said everywhere, the ONLY mention of a warranty is on the receipt regarding breaks, again, a copy of which I will happily supply. Finally they only way you tried to make this customer happy was by charging us an addition $400 for repairs already done.

Word of mouth is the best advertisement, it can also be the worst. You can be assured that I will tell everyone I know that is in need of auto repairs NOT to bring any vehicle to your establishment as you do shoddy work and do not stand behind your repairs.

As for my van, we have had to spend additional funds to have your work re-repaired. We had hoped that you would do the right thing and stand behind your workmanship but that clearly is not going to happen so our next step will have to be a civil suit and I am told by the dealers and repairers division of motor vehicles that they will help us recover any judgment in our favor.

Review: On Oct 29, 2014 I had a flat tire on the back rear on the passenger Side which is the right side of my 2013 [redacted]. It does not come with a spare tire kit. It comes with it's own air pump machine, which it could not be used cause of the tire being damaged. I rolled over something in the road which caused it to be torn. I don't no what I rolled over all I know is the low pressure tire light came on. I managed to make it to my job in [redacted]. I call [redacted] road side assistance which comes with the contract of my car. They sent [redacted], I explained to them that my car didn't have a spare tire kit or a jack. I even explain it to the young man who came to tow my car. He said he did not have one either. The young man used the arms on his tow truck to lift my car on the right side which is the passenger side in the middle to Change the back tire that was damaged and put it in the front on the passenger side and then took the good tire that was on the front and put it on the back so he can tow the car, but he must not realized he damaged my car he bent my rocker panel which is the lower part of my car. And the car bounced a little when he had it up in the air, I was watching him, me and my staff, my staff said to me why is he treating your car like that, I said to my staff guess he knows what he is doing.plus he was rushing cause he had a another call to help some one else. My car was brought brand new it hasn't even reached a year old from the purchase date that I brought it even if it is a 2013 it only had 20 miles on it if that. I have been very nice to this company to get results on getting my car fixed. They have ignored my calls, I've called them numerous times. Maybe they needed more information like I'm even now, but they should not have closed my dispute, I could have given this much information. Then from what I've been told the young man is denying what he has done to my vehicle. I even was directed to their Insurance company. And with the information I provide the Insurance company named [redacted] denied the claim against the towing company. So now I am taking action further by contacting you. And I also had pictures and estimate calculations done through [redacted], they sent the information via faxed over to the company for me.Desired Settlement: I just want my vehicle fixed the estimates came up to under 600.00 that I do not have. Why should I pay for something that wasn't done by me the damage wasn't there until he lift my vehicle incorrectly in the air. And next time he should not change tires incorrectly. And I will never use their Sevices again. Even though their on my contract.

Review: I was parked at my friends apartment building. An [redacted] tow truck had my car on the lift. I came out and spoke with the tow driver named [redacted]. A [redacted] guy. He stated that I was parked illegal and that's why he might tow my car. I said might, and he said yes might unless you give me $80.00 cash and go to dinner with him. I said, I am married and my husband will not be happy. He persisted with getting my phone number. I handed him $100 cash and gave him a phony phone number. I asked for a tow receipt and he stated, I will have to charge you tax now if I give you a receipt. I said, I will pay the tax so please give me a receipt. He searched his truck for about 12-15 minutes. He came back and said that he forgot the receipts at the office and did not have a receipt to give me. Very Unhappy with [redacted] because of the shake down that was done to me from their tow truck driver.Desired Settlement: The owner of [redacted] auto service should review and check all tow truck driver's criminal record as well as all professional and personnel references to better screen criminals such as the tow truck driver that shook me down that early morning. I believe his name was [redacted].

Review: I needed someone to come and tow my car because I was involved in an accident. The person that came out to tow my car is named [redacted]. When I met [redacted] at the location the first thing he said to me was let me see your keys. I proceeded to hand him my keys and he rudely exclaimed, "Take the key, to the car off that key chain. I don't need all of that extra [redacted]. Don't you know that ruins your ignition. What a typical woman, has all kinds of crap on her key chain." He was out of line. He was sexist and swore at me. This is not professional at all. I confronted him and I have witnesses to everything that happened as well. I said I don't appreciate your sexist comments, he said it wasn't like that. I said I know exactly how it's like. Then he insincerely apologized in a condescending tone. To put the icing on the cake he failed to bring my car to where it needed to be towed. He lied saying that he called [redacted] to see if the car could be taken to the location I had requested originally. He didn't bother calling because on the paper it said he wouldn't get paid, but I was in an accident. I didn't need my car taken anywhere, but a body shop. He refused. I ended up having to pick up the car myself and transport it because he brought it to [redacted], they don't do body work. I have tried getting in contact more than once with the manager of International Auto Rad, but he won't return my calls. No one is fixing the situation I was put through after getting into an accident and being treated like complete garbage. I will not pay for a employees horrible attitude and a manager that won't answer my calls or fix the situation.Desired Settlement: I had to pay for horrible service that did not meet my requirement and now I am out $73.00 for a car I had to bring to the right place myself. I would have never used International Auto Rad if I had known that they would refuse proper service. I am not going to pay to have my car taken to the wrong place, on top of being insulted after a very stressful accident I was in. I am not going to be ignored either.

Review: My car was towed from a parking lot in [redacted], CT. I went to [redacted] in the morning for about 40 minutes and then I came out and could not find my car. I looked all around the parking lot thinking I parked it somewhere else. I found a tow truck driver and he told he they just towed it. I called the tow truck company, got a ride to [redacted]. When I went there I showed them my bank record that I was at [redacted]. I didn't take the receipt at the time becuase I usually don't. They said "I was lying and they caught me dead handed leaving the property. Then said I should pay, call the cops or leave the premises or he will get dirty with me." I asked how they caught me, they said they saw me going into [redacted] then leaving the property, which was a complete lie becuase I did not walk into [redacted] at all. They picked up my car as soon as I parked it and went to [redacted]. This is not right. All they gave me was an attitude and the guy at the front desk when I went to pick up the car wanted to fight.Desired Settlement: All I want is my money back. I was parked legally.

Business

Response:

I am repsonding to the following complaint, International Auto has been in business since 1977 and has a very excellent reputation in the community that we service. This complaintant was not towed illegally. The complaintant was seen parking his vehicle and leaving the premises. This private lot has a full time spotter (security personnel) that was hired to monitor vehicles that park on the property and leave the premises and also to monitor any vehicles parked in handicap parking, fire lanes or no parking zones. This gentlemen was seen parking his vehicle and walking off the property. CT Statues clearly state that a sign must be posted at the exit and entrance of the lot informing patrons of the trespassing policy and procedure. When this gentleman called into the shop to find out if we had his vehicle, he was verbally abusive to the dispatcher and threatened the towing manager. " I will be there to kick your [redacted] and get my car". When he arrived to get his vehicle he continued with the foul language and the threats and was educated on the policy for the trespass and why his vehicle was towed". He did not want to hear anything we had to say, became very loud and abusive at which time the owner calmly reiterrated the policy. This customer was very argumentative and aggresive and threatened my dispatcher. "I will be back and I will get my money". Never at anytime did anyone from my company ever try to strong arm or threaten the complaintant. If you should have any questions or need further information please contact [redacted] at [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

First of all when I first found out my car was missing, I called the company and they told me the car was just towed there and I would have to go pick up the car in [redacted], where I was in [redacted] at the time. I had to call a friend to pick me up from outside of [redacted], to take me all the way to [redacted]. At no time did I ever tell them I was going to kick their [redacted] and was never verbally abusive. The thing I told them was I was at [redacted] and they responded back with you went to [redacted] then left the premises, when in fact I did not enter [redacted] at all that day. I was at [redacted] and I did not get a receipt but I did pay with my [redacted] Card which was shown on my phone, which I showed the lady at the front desk when I went there. I showed them my proof that I was parked there legally, they can not say I was not there, when in fact I was there. Also the manager that told me to take my car was very rude and abusive in his language. He was threatening me saying either I pay the balance and take my car, call the cops and leave and hell charge me a daily storage fee and he conculded if I wanted to get "dirty", he would get dirty in return. In no way was I getting dirty. I understand he has been in business for a long time, maybe his father was. But the guy I delt was very rude, he threaten me and in no way was helpful. He kept telling me I got caught "dead handed". I did nothing wrong besides going to [redacted]. This is my fourth year at [redacted] and I go to [redacted] and [redacted] or once [redacted] for the past four years and I park my car and grab a snack or lunch, then I go park my car in the student center parking lot and go to class or go home if it is after class. They no they are wrong that is why lies are being quoted. Most of the customers that go to those stores in that plaza are students of [redacted] and we all have student loans and alot to pay for, there is no reason this company should keep towing students cars who actually go there and are legally parked. I am sure many students that get their car towed daily for no reason feel the same way.

Business

Response:

We are not in business to tow cars illegally. We have a contract with the property owner to remove cars that park and walk off the premises, even if they are a patron first of the businesses located on that property first. International Auto has several full time spotters who's job is to notify the tow truck when he sees illegally parked vehicles (firelanes, no parking areas or zones) as well as those who visit [redacted] , [redacted] and the [redacted] then walk off the property. It is very unfortunate and very costly when anyones vehicle is towed, however there are signs that clearly state Unathorized vehicles will be towed at owners expense. As far as the language, the customer was very abusive and threatening not only to myself (the dispatcher) but the towing Manager over the phone. He was very arguemntative and verbally abusive in person with the dispatcher and the owner when he came to get his vehicle. If the vehicle was towed illegally, International Auto would have towed the vehicle back at our own expense. We had several spotters on scence the day in question, who descriped the individual and watched him walk off the property after being a patron. The vehicle was actually towed by the towing manager who has been doing this job for over 30 years and has nothing to gain by illegally towing a vehicle.