Mallens Automotive, Inc.

Review: I am writing to formally dispute a merchants (Mallens Automotive Inc.) charge on my debit card. On 3/20/2015 I had Mallens Automotive at 1150 Stabler Lane, Yuba City, California service my truck. The total charges were $274.65. My debit card was double charged. I have tried to contact Mallens on several occasions. They are blaming a 3rd party, who handles their credit card transactions. They have admitted they mistakenly took money out of my checking account TWICE but refuse to correct the matter. Not only is Mallens Automotive conducting bad business but committing fraud. In charging my account TWICE they are taking money for services not provided.I can send copy of bill and checking account statement through US mail upon request.Desired Settlement: I would like $274.65 to be credited back into my checking account. $549.30 was taken from my account due to Mallen's error. My charge for services was $274.65 NOT $549.30. Mallen's problem with the 3rd party is NOT my problem.

Business

Response:

May 27, 2015 Mr. [redacted] came into our business, [redacted]’s Automotive, Inc., on March 19, 2015 for automotive service on his 2005 Chevrolet 2500. The transaction was processed and completed using his debit card uneventfully. Mr. [redacted] made an appointment for the following day, March 20, 2105, for further repairs to his vehicle. Upon checkout, Mr. [redacted] used his debit card to pay for the repairs in the amount of $274.65. For unknown reasons the transaction failed before any attempt at entering his PIN # (I have receipt of the failed transaction). Mr. [redacted] asked to re-run the debit card once more. This transaction went through successfully and the transaction was processed and posted. The following business day, Monday, March 23, 2015, I received an answering machine message about a double charge to the [redacted]’s bank account. I returned the call and left a message on their answering machine letting them know that I had checked my daily batch report of all credit card transactions. The batch report only showed one transaction for the amount of $274.65. I suggested waiting a few days and their bank should make the adjustment to their account. Debit charges require a PIN # to complete the transaction and there was not a PIN # entered on the failed transaction. I also called my credit card processing company to check on these transactions. The company stated that they showed the failed transaction ($0.00 taken) and the processed transaction. The company informed me that the error was on the [redacted]’s bank. Mr. [redacted] came into [redacted]’s Automotive on the morning of March 26, 2015. I spent over an hour with Mr. [redacted] to find out why his bank account was debited twice. I showed him all of my paperwork and urged him to contact his bank. While in my office, Mr. [redacted] called his bank and informed them of the situation. I also spoke with the bank customer service person, with Mr. [redacted]’s approval. I informed the customer service representative of the issue. Mr. [redacted]’s bank put the charges in dispute allowing the bank to free up the money that had been deducted from his account. On April 1, 2015 I was informed by my credit card processing company that they had deducted the amount of $274.65 from my account because the amount had been disputed. I have filed a complaint with my company about taking this amount from my account because it was a transaction for work completed. I have not spoken with the [redacted]’s since my conversation with Mr. [redacted] on March 26, 2015. It was my understanding that the matter had been resolved on the [redacted]’s end. In no way is [redacted]’s Automotive, Inc. conducting bad business practices or fraud. We were willing to work with the [redacted]’s to resolve this dispute and we did in good faith help them to the best of our ability. Sincerely, [redacted] Owner/VP

Consumer

Response:

I am rejecting this response because: not all of Mallen's Automotive statements are factual in my opinion. First, Mallen's told me the DOUBLE charge error was due to the company that handles THEIR credit card transactions. In their statement, Mallen's is saying our bank is to blame. Second, even though I have not spoken to the owner since 3-26-15, as she states, I have called Mallen's and spoke to employees and was told the owner would return my calls. This never happened. Also one employee stated that Mallen's has had trouble before with the company that processes THEIR credit card transactions. What am I to think, when I am DOUBLE charged, money is not refunded promptly, am told by their employee that Mallen's has had previous problems with their transaction company? The owner states Mallen's was not conducting bad business; how is the aforementioned good business?As of 3-29-15, our bank has replaced the money of the SECOND charge from Mallen's. Even though I do not believe it was my bank's responsibility to correct Mallen's mistakes, I have now not lost any money. My account has been deducted only the amount of $274.65, not TWICE that. Mallen's states they have not received their money. Once again THEIR credit card processing company is the problem. If my bank wants to pursue recouping their lost money, I am sure they will take the next necessary steps with Mallen's.Thank you Revdex.com for helping to resolve this matter. I am positive that Mallen's would never have responded without your assistance.