The inspector did inspect the vehicle and found a problem with sway bar end link The inspector offered to show the customer the problem but customer refused saying *** said it was ok The inspector can not take word of mouth from another facility or could lose his license
That *** has lost their license in the past to do Maryland State Inspection so there was no way he would risk anything from their judgementOnce again the customer did not wan to visibly see the problem and why it failed. Thank you,Tobias B***-service manager
May 18th, 2016Dear Sir or MadamIn regards to a complaint from customer ID [redacted]. As for inspector having to drive the vehicle is because it is required for a mile road test for Maryland inspection. As for convincing the customer that repairs had to be made at the business is false. We explained...
to the customer that only had to be brought back to that inspector for a reinspection for a cost of 22.00 dollars. Any other inspection station would have to do a whole new inspection at full price which we told her. We advised her to take the vehicle back to the dealer and have them take care of the failures at no cost to her. We also said it doesn't matter who makes the repairs but if someone else makes the repairs there will be a reinspection fee. If the inspector makes repairs there is no need for inspector to inspect his own work and the fee would not be charged. The customer brought her own parts for the inspector to install, well the brake pads were wrong and the business purchased the correct pads and paid for from the local parts supplier. Of course that cost was the additional fee the customer mentions, there was no extra labor fee charged even though it took longer to perform the service because of delay in getting correct pads.When customer came back showing the lower panel had fallen down we showed her that there were clips missing or broken from a previous repair. We demonstrated that the panel had been simply wedged in and once using the hood release that was holding panel up caused panel to fall, We asked if she had used the hood release and she said no and that is why it had not happened before. She should be thankful that this problem happened when it did so dealer could fix it under warranty.It is not Kettering BP/Amoco policy about not taking credit cards over the phone, but it is BP credit division policy that manually entered credit card numbers must also have imprint of Card so that is why we can not except card numbers over phone,Kettering BP/Amoco did nothing to deceive or manipulate to the customer, in fact went Out of the way to suggest she could get the repairs done at no cost to her if she take it back to the dealer and have them fix everything under warranty. Thank you for your attention, Tobias B[redacted]-Station Manager
[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 as Answered]
Complaint: [redacted]
I am rejecting this response because: I went to [redacted] gas station of Bowie and passed the inspection. The mechanic there also said nothing was wrong with the sway bar and that it was just lose. They said it was a problem that Kettering BP could have fixed free of charge as they did.
Regards,
[redacted]
The dash board wasn't falling down when he drove the car. The car didn't fail inspection because of the dash board, it failed because of the brakes. The dash board didn't fall down until I drove it to go get the brake parts. I only had the car for two weeks and it could have been broken when I purchased it. I didn't know what happened I just knew it wasn't like that when I drove it in there. I also didn't expect him to fix it because the dealer took responsibility for the broken dash. They were coming to pick it up and fix it. My issue was your sales person were very nasty and disrespectful because he thought I was accusing him of breaking it. He hung up on me three times and wouldn't allow me to pay over the phone so the dealer couldn't pick up the car. He told me if I wanted my car I had to come and get it. He told you that the company doesn't accept payments over the phone. He never told me that he was just nasty and hung up on me because he thought I was accusing him of breaking the car. I do not need to go around blaming people for things. I can afford to fix whatever was wrong with it but the bad customer service I received from this company was my issue. As for the racial issue, they need to read the online complaints from other people because this inspection station has a very bad reputation. I am not the only one who has complained about this. They should read the online reviews about their company. Their reviews are really bad. If I had read them, I would have never stopped there.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Dear madam/sirIn response to [redacted], if at any time the lower dash cover were to fall during inspection it would have failed. The lowere cover did not fall until the customer had taken the vehicle from property of business. As far as inspections failing, yes the majority of vehicles fail first time and I often tell customers of this fact. The Maryland State Troopers designed the inspection to make it this way. The inspector says he did not hang up on the customer. Will not comment on hearsay or race issues because that is just excuses by someone looking for someone to blame.Thank youTobias Bettin-Kettering BP
The inspector did inspect the vehicle and found a problem with sway bar end link The inspector offered to show the customer the problem but customer refused saying *** said it was ok The inspector can not take word of mouth from another facility or could lose his license
That *** has lost their license in the past to do Maryland State Inspection so there was no way he would risk anything from their judgementOnce again the customer did not wan to visibly see the problem and why it failed. Thank you,Tobias B***-service manager
May 18th, 2016Dear Sir or MadamIn regards to a complaint from customer ID [redacted]. As for inspector having to drive the vehicle is because it is required for a mile road test for Maryland inspection. As for convincing the customer that repairs had to be made at the business is false. We explained...
to the customer that only had to be brought back to that inspector for a reinspection for a cost of 22.00 dollars. Any other inspection station would have to do a whole new inspection at full price which we told her. We advised her to take the vehicle back to the dealer and have them take care of the failures at no cost to her. We also said it doesn't matter who makes the repairs but if someone else makes the repairs there will be a reinspection fee. If the inspector makes repairs there is no need for inspector to inspect his own work and the fee would not be charged. The customer brought her own parts for the inspector to install, well the brake pads were wrong and the business purchased the correct pads and paid for from the local parts supplier. Of course that cost was the additional fee the customer mentions, there was no extra labor fee charged even though it took longer to perform the service because of delay in getting correct pads.When customer came back showing the lower panel had fallen down we showed her that there were clips missing or broken from a previous repair. We demonstrated that the panel had been simply wedged in and once using the hood release that was holding panel up caused panel to fall, We asked if she had used the hood release and she said no and that is why it had not happened before. She should be thankful that this problem happened when it did so dealer could fix it under warranty.It is not Kettering BP/Amoco policy about not taking credit cards over the phone, but it is BP credit division policy that manually entered credit card numbers must also have imprint of Card so that is why we can not except card numbers over phone,Kettering BP/Amoco did nothing to deceive or manipulate to the customer, in fact went Out of the way to suggest she could get the repairs done at no cost to her if she take it back to the dealer and have them fix everything under warranty. Thank you for your attention, Tobias B[redacted]-Station Manager
[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 as Answered]
Complaint: [redacted]
I am rejecting this response because: I went to [redacted] gas station of Bowie and passed the inspection. The mechanic there also said nothing was wrong with the sway bar and that it was just lose. They said it was a problem that Kettering BP could have fixed free of charge as they did.
Regards,
[redacted]
The dash board wasn't falling down when he drove the car. The car didn't fail inspection because of the dash board, it failed because of the brakes. The dash board didn't fall down until I drove it to go get the brake parts. I only had the car for two weeks and it could have been broken when I purchased it. I didn't know what happened I just knew it wasn't like that when I drove it in there. I also didn't expect him to fix it because the dealer took responsibility for the broken dash. They were coming to pick it up and fix it. My issue was your sales person were very nasty and disrespectful because he thought I was accusing him of breaking it. He hung up on me three times and wouldn't allow me to pay over the phone so the dealer couldn't pick up the car. He told me if I wanted my car I had to come and get it. He told you that the company doesn't accept payments over the phone. He never told me that he was just nasty and hung up on me because he thought I was accusing him of breaking the car. I do not need to go around blaming people for things. I can afford to fix whatever was wrong with it but the bad customer service I received from this company was my issue. As for the racial issue, they need to read the online complaints from other people because this inspection station has a very bad reputation. I am not the only one who has complained about this. They should read the online reviews about their company. Their reviews are really bad. If I had read them, I would have never stopped there.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Dear madam/sirIn response to [redacted], if at any time the lower dash cover were to fall during inspection it would have failed. The lowere cover did not fall until the customer had taken the vehicle from property of business. As far as inspections failing, yes the majority of vehicles fail first time and I often tell customers of this fact. The Maryland State Troopers designed the inspection to make it this way. The inspector says he did not hang up on the customer. Will not comment on hearsay or race issues because that is just excuses by someone looking for someone to blame.Thank youTobias Bettin-Kettering BP