Merrill Masonry, Inc.

Mr. [redacted]'s complaint was reviewed before our first response. Mr. [redacted] may proceed in the manor he wishes.

I have reviewed the response offer 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.
reply to [redacted]Two personnel from [redacted] did the calling of this business as previously stated. Their names are [redacted] and [redacted] is [redacted] number). They did the calling on this situation as stated. My conversation with Wood’s consisted of “ I presume that you need the keys”. That is all that I said to the personnel from Woods. Other than that I was locked in the back of the police car as they offered it to me to keep warm and it is set up to automatically lock anyone inside. I could not get out to state anything else to Woods. The policeman came back several times and relayed the information to me. Woods promptly got stuck before reaching my vehicle. Whether or not my 4 wheel drive was on is totally irrelevant as my wheels were off the road(i.e elevated as my back tires were hanging down off the road. I was going off the road backwards.The policeman kept on coming back and relaying information. He was quite nice and new. The comments claimed by Woods about the road conditions and my use of the road are totally irrelevant and FALSE. If I cannot get out of the police car then I cannot chit chat with Woods as they are claiming.I did protest the form as I could not see it. It was a blank form after which they filled in the charges, my address, etc. It was dark . The police called VDOT to help with road conditions as this is the main road out for all residents.  They are claiming to have done that previously but as stated above my total conversation with them was “I presume that you need the keys”. They would not give my credit card back until the driver had authorized whatever charge he wanted i.e. $250. I did state that I was told(by the people at [redacted] that did the calling) what the charges would be. The personnel of Woods would not return my credit card until they authorized the charges despite my contestation of same. I trusted the company that they would charge what was stated on the telephone to my agents. They did not do so and such is the complaint. They spent considerable time getting there own vehicle out of the snow. These people are in the business of retrieval of vehicles from all sorts of situations. The vehicle came with two persons i.e. the driver and another. There was no special effort to have two people on this job as Woods response seems to claim.Woods chit chatted with the police per the police. All I say is not on my credit card. I have contacted my credit card company regarding this matter. Frankly I am very careful about signing documents and always want a copy. However, I do not expect that the original agreement will be changed. I am quite happy to pay my bills and leave. Complaints take time but I do and will take time to protest this fraudulent situation. Thank you for your anticipated cooperation in this matter.[redacted]

Our original response stands.  In addition, the wrecker didn't hit your vehicle, there was no damage report filed during the recovery and tow or days after the job was completed.   Also no notification in the original complaint to the Revdex.com about damage to the vehicle.[redacted]

Woods Service Center Inc.     Complaint Rebuttal On 1-17-2018 [redacted] (Customer) called Woods Service Center Inc. to quote a winch out/recovery of her pick up truck that was stuck on [redacted].Ms. [redacted] was quoted $150 per hour once the truck was...

dispatched from Roanoke to her location as well as the time it took to winch out the vehicle on scene. On 1-17-2018 the area was undera Winter Storm Warning with heavy snow fall and ice conditions in the Roanoke Valley. Ms. [redacted] agreed to the rate and requested a wrecker to her location. The wrecker was marked en-route at 8:40 pm, arrived onlocation at 9:00 pm, the winch out, recovery were competed at 10:30 pm. All Woods trucks are tracked with live Satellite GPS and location tracking to document location and times. The Woods unit arrived to find a Ford four wheel drivepickup truck stuck on a rural single lane road ([redacted]) that was untreated and snow/ice covered. Woods had to use a 4 wheel drive wrecker with snow/ice chains as well as a extra man for assistance of the recovery at the scene, to access the scene and safely maneuver the wrecker in tight extremely slick and dangerous road conditions. Due to the extreme conditions of [redacted] at the scene, the Woods wrecker did slide into the ditch line on the shoulder of the roadway while actively recovering the customers vehicle.  Woods operators were able to winch the recovery unit back out into the roadway in a timely manner and proceed assisting the customers vehicle for a damage free recovery.  The recovery took several different wrecker positions to successfully provide damage free recovery to the customers vehicle. The customer stated to the Woods operator “that the reason that they went out on to the roadways was to see road conditions” also, the Woods operator noticed that the Customer didn’t have their vehicle in four wheel drive.  After the recovery was complete,  the Woods operator presented a Invoice to the Customer in the amount of $250.00.total call time (documented) 1.75 hr @ $150pr hr. Woods Service Center rounded down to $250.00. The Customer paid with a Credit Card without any complaint at time of service.  Woods Service Center denies any wrong doing of unfair business practicesin this transaction. Woods dispatchers provided up front rates before dispatch and explained that Woods can not cap a recovery rate due to not knowing what the situation is until arrival and a scene summary is completed.  Woods is confident that we provided excellent service and a fair market rate to recover the customers vehicle damage free and in very difficult, and dangerous road conditions. Sincerely,  [redacted]Woods Service Center Inc.Transportation Manager

I have reviewed the response offer 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.
Regards,
[redacted]
It is pitch dark at 8PM. I was presented with a blank form to sign which I mentioned that I could not see. They then took my credit card and vanished to their truck. I went and asked them what the charge was since I could not see in the dark. They said $250.00 and he was giving me a break on that. I said that I was told that the charge would be $150.00. I did not have my glasses and I was shaking from the cold. The police allowed me to sit in their car while the work was being done. Once in a police vehicle one cannot get out until someone opens the door for you. The police man told me that the wrecker hit my door and got stuck themselves. The wrecker had to extricate themselves prior to starting any work on extricating me. Woods did not come from their shop but from another location. Actually the conversation was going on between a women in [redacted] that I called to help me out since my phone was nearly out of a charge. They were apparently aware of Woods but I was not familiar with them. There are two other people who are willing to testify to the charge mentioned and agreed to prior to service..Actually one of them called the next day and talked to a male who identified himself as the owner. He claimed that the weather was bad, etc. Actually that is when the wreckers do their most business and it is the status quo for winter. Really, what an excuse. I can say no more at this point because the two people are at work and both will quote the $150.00. While Woods did a good job I could not and did not notice the damage to my car door until the next day

Unfortunately
for Mr. [redacted]s, I have written documents backing up my claim. The fire
was reported when I made the call for towing. I have pictures. Also, I
have emails stating, from their rep, that the car was in great shape.
Also, I specifically asked about the speed related parts and was
assured, in writing, that the vehicle was in great shape for the
repairs. I have pictures of work done, but not done correctly and is the
reasoning for the fire. It it unfortunate, as I hoped to resolve this
without involving and supeonoing his employees and the mechanics I have
ready to testify. I will ask for lengthy rental, fees to cover expenses
for the mechanics to appear in court, personal aggravation fees for
myself, as well as attorney fees.
I ask that Mr [redacted]s reconsider in his time off with the surgery, as this
no doubt will we'll exceed the repairs he is responsible for. I will
wait until the first week in January to hear back. If not, I will file
my claim and seek legal damages, using ample proof, documents, photos
and statements that I have available. Included is just one of the
photos. This is of the valve cover "professional work" I paid for.
Either Mr [redacted]s is delusional in this situation, or his employees are
lying to him to cover their mistakes. Either way, the choice on how to
proceed is his. I wish to resolve this out of court and just get my car
fixed, as I paid for, at his expense. But I am fully prepared to see
this matter through via the legal system.
I have now made my complaints public, legally, on nearly all review websites regarding mechanics. I have pictures, emails, statments, etc to prove, beyond any reasonable doubt, that [redacted]'s is responsible for the fire in my engine. In fact, Mr. [redacted]'s tells a lie when he states I did not report it to him until now. The fire was reported literally minutes after it happened, as I called [redacted]'s towing immediately after and told them to send a truck, as my engine had caught fire. It's sad that such a place of integrity has diminished so. Likely time to sell to someone that cares about the work they do.I have reviewed the response offer 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.
Regards,
[redacted]

Unfortunately for Mr. [redacted]s, I have written documents backing up my claim. The fire was reported when I made the call for towing. I have pictures. Also, I have emails stating, from their rep, that the car was in great shape. Also, I specifically asked about the speed related parts and was assured, in writing, that the vehicle was in great shape for the repairs. I have pictures of work done, but not done correctly and is the reasoning for the fire. It it unfortunate, as I hoped to resolve this without involving and supeonoing his employees and the mechanics I have ready to testify. I will ask for lengthy rental, fees to cover expenses for the mechanics to appear in court, personal aggravation fees for myself, as well as attorney fees.
I ask that Mr [redacted]s reconsider in his time off with the surgery, as this no doubt will we'll exceed the repairs he is responsible for. I will wait until the first week in January to hear back. If not, I will file my claim and seek legal damages, using ample proof, documents, photos and statements that I have available. Included is just one of the photos. This is of the valve cover "professional work" I paid for. Either Mr [redacted]s is delusional in this situation, or his employees are lying to him to cover their mistakes. Either way, the choice on how to proceed is his. I wish to resolve this out of court and just get my car fixed, as I paid for, at his expense. But I am fully prepared to see this matter through via the legal system.
Revdex.com:
I have reviewed the response offer 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.Regards,
[redacted]

Dear Revdex.com. Thank you for bringing this complaint to our attention and [redacted]’s is very aware of Mr. [redacted] complaint. I will explain to you what I can but due to Mr. [redacted] intentions of turning this over to Legal Council I must limit what I can say as he has already stated in his complaint.As in every...

complaint we have ever received [redacted]’s takes this very seriously. I will be brief.  [redacted] brought his 99 Pontiac GTP with 137,877 miles to our shop for a check over for possible repairs. [redacted]’s techs assembled a list of repairs that we could VISIBALLY SEE that needed attention. Many repairs were made and some where not. [redacted] wanted some SPEED RELATED parts installed as well but our lead tech said “I would not recommend you installing these speed related parts on your vehicle until you drive it a while and make sure there are no unforeseen issues since the vehicle has been sitting”  Without going in to detail on every part installed, there were many suspension related parts installed, light assemblies, tune up related parts, engine mounts and hoses and more exterior engine parts.As in any vehicle, a Tech can see visible repairs needed but it is impossible to see interior engine wear and condition. This vehicle was aged and needed many repairs as you can see on our invoice. We work on many aged high mileage vehicles every year, many in the same condition as Mr. [redacted]s. When working on any vehicle regardless of year or mileage, there is a chance of the unexpected going bad. Many statements that Mr. [redacted] stated in his complaint were not correct but I will not go in to that.The female that Mr. [redacted] was referring to that he spoke to was my secretary and when she gave me the message and stated that he was hiring a Lawyer that’s when I got silent. It is [redacted]’s policy that when Legal Council is threatened we back off and let the customer proceed and I stated that to Mr. [redacted] when I spoke to him on the phone. I was not rude to him in any way but was limited to what I said. The engine is locked up, full of clean oil and all fluids. I will not discuss any fire. This is the first time we have heard anything either time about a fire. Mr. [redacted] has had a ample amount of time to have brought this fire situation to our attention. He has now started  all a sudden to come up with every complaint he can think of. The fact is something inside the engine went bad and locked up. This is a situation that Mr. [redacted] or [redacted]’s could not have prevented.As Mr. [redacted] stated, somehow while the vehicle was in our facility the windshield got damaged. We do not know if it was done outside in our parking lot or inside our shop but we did the right thing and installed a new one at no charge.I will be going in for major surgery on Wed. and be away from work for a few weeks but will be checking my email in a couple of weeks. Please feel free to email me concerning this matter. There are a lot of untrue statements made in Mr. [redacted]s complaint and I cannot discuss them at this time due to his Legal Council threat.[redacted]