Mac Ragans Auto Service

November 23, 2015To: Revdex.comRe: Revdex.com Case ***We have received your notice of the complaint from *** *** regarding the roadside assistance service provided to her on the night of November 17, We are responding with our explanation of
events.We received an after hours, roadside assistance call from Ms*** around 6:pm saying that she had a flat tire on her flatbed trailerWe dispatched one of our wrecker drivers to assist herHe actually passed her on his way to the shop to pick up a wreckerHe stopped, while driving his personal vehicle, to assess the situation and check the tire sizeThe tire was already mounted on a wheel.He proceeded on to the shop and located the correct tireHe also ensured that he had the tools necessary to change the tireHe returned to the scene in a wrecker so that he could lift the trailer, as it was loaded with woodWhen he took the tire off and tried to mount the new one, he saw that it wouldn’t fit.He determined that the axle was not a trailer axleIt was a homemade rig, which is not state compliantAt this point, he had to bring the tire and wheel back to the shopHe had to call a second employee to meet him at the shop because he does not operate shop equipment.The second employee had to remove the existing tire from the wheelNext he had to remove the new tire from its wheelThen he had to put the new tire on her existing wheelAgain, this was necessary because she did not have a standard state compliant hubThe wrecker driver returned to the customer’s location and then successfully remounted the tireThe customer was happy and went on her way with no complaintsThe customer’s initial bill was for wrecker service, after- hour’s roadside assistance, and a tire and wheelThe total was $272.37. This bill was figured before it was discovered that the trailer did not have a standard axleThe customer’s credit card had already been run.Instead of refiguring a new bill based on the additional labor and second roadside assistance stop, we left the bill as it stood. We have computed a revised bill based on what was actually done:Wrecker Service $ 50.00Shop Labor $ 75.00Roadside Service $ 75.00Tire Only $109.00Tax on tire $ 5.78Total (Revised) $314.78As you can see, the customer saved $Ms*** called the next day and was very upset about being charged for a wheel that she did not receiveWe tried to explain to her that she was coming out better by leaving the bill as it wasWe told her that she could come and get the new wheel, if she wanted itWe have not stayed in business for over fifty one years by cheating our customersWe also try to deal with customers, regardless of the situation, in a professional mannerHowever, this customer was hung up on twice because she would not listen and both times the conversation was becoming increasingly heated.We regret that this customer is now dissatisfiedAlthough, we point out again, that she was not unhappy when her tire was fixed and she was able to return home that nightShe has gone on social media and called me a crook and says that I cursed herI have not and will not respond to her postsI did not curse herI made the decision to leave her post on our company face book page because our customer service in this area speaks for itself.Malcolm * ***Mac Ragans Auto LLC

Revdex.com:
I have reviewed the offer and/or response 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.Mr. Ragan is flat out lying. My trailer was manufactured by [redacted] in New London, Virginia and is road complaint, and I have the title which shows it was industry manufactured and bought brand new. It is not home made in the slightest. It has commercial grade axles which use regular truck rims. The fact Mr. Ragan continues to slander me and outright lie shows his profound lack of ethics. (attached photo) I have three witnesses to this entire incidence and Mr. Ragan's version is incorrect in its entirety. One of them is my attorney, [redacted]'s nephew [redacted]. My daughter was also present, as was another tire mechanic from Franklin's garage. What happened is EXACTLY as I have out lined in the initial complaint. Mr. Ragan billed me for a rim I did not need or want and then kept the rim. He has never sent me any sort of invoice for the charge, which is also required by law after making the charge to my card. He was verbally abusive on the phone and and has continued lying and changing the scenario. He billed me for a tire and RIM and then kept the rim after the new tire was placed on my old rim, which is a standard truck tire, which is EXACTLY what I told the dispatcher when I called. He is a liar and a thief and now he is committing perjury. I priced the rims and tires the next day and took photos of them in situ to be sure. The rim he charged me for and kept is $85.00. (attached photos)As a driver since 1982 I have had to deal with flat tires and roadside assistance before. The average charge is nowhere near the amount Mr. Ragan charged. I contacted [redacted] the next day and they were shocked by his actions and prices. They had assisted me in the past for around $175.00His business preys on stranded travelers and then over charges them. He is unethical and a liar.
Regards,
[redacted]

Review: The tire on my 16 foot flatbed trailer blew out on the way home from picking up a load of wood near Clarksville. Called Mac Ragan's garage for roadside service at 6:00 PM, 11-17-2015. The service man showed up, looked at the trailer tire and rim and left without taking my tire with him. I specifically asked him if he wanted to take them with him, he said no. He was driving the company vehicle, which was a wrecker. He returned with a brand new rim and tire. The rim did NOT fit the trailer, it was the wrong size. So then he ended up taking my tire and rim back to the shop and putting the new tire on my old rim. Returned and put it on the trailer. I was billed for the new rim, which I never received, despite the fact the tire was put on my old rim. I called Mac Ragan and asked for a refund for the rim and he refused, called me names, said it was policy etc. There are witnesses to EVERY part of this. The total bill was $279.00 of which most of it was for the rim and the charges to put the tire on the wrong rim and then move it to my rim.Desired Settlement: He needs to refund the cost of the rim, since I never needed it, nor do I have it, he kept it after billing me for it. And refund the charges for putting the new tire on that rim, as it was the wrong rim. I should not be billed for service mistake.

Business

Response:

November 23, 2015To: Revdex.comRe: Revdex.com Case [redacted]We have received your notice of the complaint from [redacted] regarding the roadside assistance service provided to her on the night of November 17, 2015. We are responding with our explanation of events.We received an after hours, roadside assistance call from Ms. [redacted] around 6:00 pm saying that she had a flat tire on her flatbed trailer. We dispatched one of our wrecker drivers to assist her. He actually passed her on his way to the shop to pick up a wrecker. He stopped, while driving his personal vehicle, to assess the situation and check the tire size. The tire was already mounted on a wheel.He proceeded on to the shop and located the correct tire. He also ensured that he had the tools necessary to change the tire. He returned to the scene in a wrecker so that he could lift the trailer, as it was loaded with wood. When he took the tire off and tried to mount the new one, he saw that it wouldn’t fit.He determined that the axle was not a trailer axle. It was a homemade rig, which is not state compliant. At this point, he had to bring the tire and wheel back to the shop. He had to call a second employee to meet him at the shop because he does not operate shop equipment.The second employee had to remove the existing tire from the wheel. Next he had to remove the new tire from its wheel. Then he had to put the new tire on her existing wheel. Again, this was necessary because she did not have a standard state compliant hub. The wrecker driver returned to the customer’s location and then successfully remounted the tire. The customer was happy and went on her way with no complaints. The customer’s initial bill was for wrecker service, after- hour’s roadside assistance, and a tire and wheel. The total was $272.37. This bill was figured before it was discovered that the trailer did not have a standard axle. The customer’s credit card had already been run.Instead of refiguring a new bill based on the additional labor and second roadside assistance stop, we left the bill as it stood. We have computed a revised bill based on what was actually done:Wrecker Service $ 50.00Shop Labor $ 75.00Roadside Service $ 75.00Tire Only $109.00Tax on tire $ 5.78Total (Revised) $314.78As you can see, the customer saved $42.41. Ms. [redacted] called the next day and was very upset about being charged for a wheel that she did not receive. We tried to explain to her that she was coming out better by leaving the bill as it was. We told her that she could come and get the new wheel, if she wanted it. We have not stayed in business for over fifty one years by cheating our customers. We also try to deal with customers, regardless of the situation, in a professional manner. However, this customer was hung up on twice because she would not listen and both times the conversation was becoming increasingly heated.We regret that this customer is now dissatisfied. Although, we point out again, that she was not unhappy when her tire was fixed and she was able to return home that night. She has gone on social media and called me a crook and says that I cursed her. I have not and will not respond to her posts. I did not curse her. I made the decision to leave her post on our company face book page because our customer service in this area speaks for itself.Malcolm [redacted]Mac Ragans Auto LLC434 572 6996

Consumer

Response:

I have reviewed the offer and/or response 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.

Mr. Ragan is flat out lying. My trailer was manufactured by [redacted] in New London, Virginia and is road complaint, and I have the title which shows it was industry manufactured and bought brand new. It is not home made in the slightest. It has commercial grade axles which use regular truck rims. The fact Mr. Ragan continues to slander me and outright lie shows his profound lack of ethics. (attached photo) I have three witnesses to this entire incidence and Mr. Ragan's version is incorrect in its entirety. One of them is my attorney, [redacted]'s nephew [redacted]. My daughter was also present, as was another tire mechanic from Franklin's garage. What happened is EXACTLY as I have out lined in the initial complaint. Mr. Ragan billed me for a rim I did not need or want and then kept the rim. He has never sent me any sort of invoice for the charge, which is also required by law after making the charge to my card. He was verbally abusive on the phone and and has continued lying and changing the scenario. He billed me for a tire and RIM and then kept the rim after the new tire was placed on my old rim, which is a standard truck tire, which is EXACTLY what I told the dispatcher when I called. He is a liar and a thief and now he is committing perjury. I priced the rims and tires the next day and took photos of them in situ to be sure. The rim he charged me for and kept is $85.00. (attached photos)As a driver since 1982 I have had to deal with flat tires and roadside assistance before. The average charge is nowhere near the amount Mr. Ragan charged. I contacted [redacted] the next day and they were shocked by his actions and prices. They had assisted me in the past for around $175.00His business preys on stranded travelers and then over charges them. He is unethical and a liar.

Regards,