NAPA Auto Parts - Clifton Forge Auto & Sportsman Supply

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

To Whom It May Concern, I am responding to the complaint that I received via mail on 8/17/ Case # [redacted] On the afternoon of 7/29, I was called by a mutual friend about one of her business associates that was broken down in my area I then dispatched my wrecker service to the [redacted] station in Clifton where the vehicle was Upon arrival, the mechanic diagnosed that there was nothing we could do on the scene He then towed the vehicle, with what we knew as the owner's consent, to our location I spoke with ***, who stated that he had just bought the vehicle off of a family member He also stated that this vehicle had previously been worked on earlier that same day in Roanoke, Va [redacted] told me to proceed with diagnostics to figure out what was wrong with the vehicle The following day I told [redacted] that his battery was faulty and had low voltage I asked him about putting a battery in the vehicle, because his had checked out bad I informed him that this may or may not fix the vehicle, and that we had to rule it out [redacted] stated to go ahead and install a new battery After installing the battery, the vehicle still would not start I then contacted a Volkswagen Dealership and spoke to them about the issue We determined that the immobilization security feature had shut down the vehicle They recommended getting the original key because it is a security chip key and sometimes that can correct the problem I informed [redacted] of this, and I also informed him that it might not fix the problem He stated back to me that it was worth a try He then stated that he would have a friend bring me the original key on that Friday A female showed up on Monday to drop off the key She spoke to one of my employees and asked whether I needed to speak to her I stated that I did not need to speak with her at this time until I diagnosed the vehicle further Upon trying the original key with some unlock system features, the vehicle did not react I then spoke with the Volkswagen Dealership again, and they said the vehicle would have to be brought to them They are the only ones with the computer software to repair the immobilization system I spoke with [redacted] and informed him that the vehicle would have to be towed I also informed him that I had a battery, towing, and three hours diagnosis labor He then demanded that the vehicle be towed to Staunton without any payment being made, until he was satisfied He became irate, and refused to pay the bill Within the same hour, I received a phone call from a Ms [redacted] ***, who stated that she owned the car and she demanded that it be released to the wrecker driver to take to Staunton with no payment I explained to her that I needed full payment, before releasing the vehicle She proceeded to curse me and call me derogatory names I told her that I had no more to say and I hung up She called back and left a voice mail, which I still have on file The voice mail stated that my employees and I were pathetic mechanics and did not know how to do our jobs She then called again the same afternoon, I explained to her that she needed to bring cash to pay the bill, and I would release the vehicle Three days went by and I heard nothing from [redacted] or [redacted] Then I received a call from [redacted] 's mother who explained that [redacted] and [redacted] were in a relationship and were splitting up, and she was sorry that I was hung in the middle of this She stated that [redacted] owned the car, and [redacted] was using it She then stated that she was going to bring the money and pay the bill herself, and tow the vehicle away She asked about storage on the vehicle, and I told her that there was none I told her just to pay the bill and tow the vehicle She stated that she would be there Monday She did not pick up the vehicle on Monday, but called the following Thursday and said that she had lost my number She stated that [redacted] would be there that evening to pay the bill in full and pick up the vehicle She did not show up that evening, but did the following day [redacted] paid the bill in full and had the vehicle towed to Staunton If you have any further questions please call me Thanks, [redacted]

To Whom It May Concern, 
I am responding to the complaint that I received via mail on 8/17/14.  Case #[redacted].
 
On the afternoon of 7/29, I was called by a mutual friend about one of her business associates that was broken down in my area.  I then dispatched my wrecker...

service to the [redacted] station in Clifton where the vehicle was.  Upon arrival, the mechanic diagnosed that there was nothing we could do on the scene.  He then towed the vehicle, with what we knew as the owner's consent, to our location.  I spoke with [redacted], who stated that he had just bought the vehicle off of a family member.  He also stated that this vehicle had previously been worked on earlier that same day in Roanoke, Va.  [redacted] told me to proceed with diagnostics to figure out what was wrong with the vehicle.  The following day I told [redacted] that his battery was faulty and had low voltage.  I asked him about putting a battery in the vehicle, because his had checked out bad.  I informed him that this may or may not fix the vehicle, and that we had to rule it out.  [redacted] stated to go ahead and install a new battery.  After installing the battery, the vehicle still would not start.   I then contacted a Volkswagen Dealership and spoke to them about the issue.  We determined that the immobilization security feature had shut down the vehicle.  They recommended getting the original key because it is a security chip key and sometimes that can correct the problem.  I informed [redacted] of this, and I also informed him that it might not fix the problem.  He stated back to me that it was worth a try.  He then stated that he would have a friend bring me the original key on that Friday.  A female showed up on Monday to drop off the key.  She spoke to one of my employees and asked whether I needed to speak to her.  I stated that I did not need to speak with her at this time until I diagnosed the vehicle further.  Upon trying the original key with some unlock system features, the vehicle did not react.  I then spoke with the Volkswagen Dealership again, and they said the vehicle would have to be brought to them.  They are the only ones with the computer software to repair the immobilization system.  I spoke with [redacted] and informed him that the vehicle would have to be towed.  I also informed him that I had a battery, towing, and three hours diagnosis labor.   He then demanded that the vehicle be towed to Staunton without any payment being made, until he was satisfied.  He became irate, and refused to pay the bill.  Within the same hour, I received a phone call from a Ms. [redacted], who stated that she owned the car and she demanded that it be released to the wrecker driver to take to Staunton with no payment.  I explained to her that I needed full payment, before releasing the vehicle.  She proceeded to curse me and call me derogatory names.  I told her that I had no more to say and I hung up.  She called back and left a voice mail, which I still have on file.  The voice mail stated that my employees and I were pathetic  mechanics and did not know how to do our jobs.  She then called again the same afternoon, I explained to her that she needed to bring cash to pay the bill, and I would release the vehicle.  Three days went by and I heard nothing from [redacted] or [redacted].  Then I received a call from [redacted]'s mother who explained that [redacted] and [redacted] were in a relationship and were splitting up, and she was sorry that I was hung in the middle of this.  She stated that [redacted] owned the car, and [redacted] was using it.  She then stated that she was going to bring the money and pay the bill herself, and tow the vehicle away.  She asked about storage on the vehicle, and I told her that there was none.  I told her just to pay the bill and tow the vehicle.  She stated that she would be there Monday.  She did not pick up the vehicle on Monday, but called the following Thursday and said that she had lost my number.  She stated that [redacted] would be there that evening to pay the bill in full and pick up the vehicle.  She did not show up that evening, but did the following day.  [redacted] paid the bill in full and had the vehicle towed to Staunton.  
 
If you have any further questions please call me.
Thanks,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Review: - Our 2002 VW Jetta broke down in Clifton Forge last Tuesday 7/29, the car would not start. (It starts for 2-3 seconds, then cuts itself off.) Napa auto ([redacted] is mechanic's name) was called to the [redacted] station where they looked under the hood, said it wasn't fixable on the scene, and offered to tow it a short distance up the road to their shop, to be fixed Wednesday the next day.- No paperwork was signed, and had to call most of the day Wednesday to reach [redacted] who said he thought it may be an issue with a bad key.- [redacted] the owner of the vehicle, my roomate, drove round trip to deliver *A 2ND KEY* Thursday morning 7/1. The key was delivered at 11am, he refused to talk to her on delivering the key. I again tried to reach him, who finally picked up late and said "oh it's not the key after all" and that it may need towed but couldn't be done then. She drove 4 hours round trip for nothing/no progress.- I, again, spent friday 8/1 trying to reach him again, and get a price on a tow, and again couldn't reach him all day, until late in the day when he said he could maybe tow it over the weekend, or Monday, to Staunton. He was supposed to provide me with a quote friday evening or over the weekend, with no response.- Again Monday after many attempts, and he says we owe him $500, IN CASH and will not let 3rd-p tower tow. Car still did not start, and he placed a "new" battery in the car, which we said we didn't want if the car couldn't be drove away, and he outright refused to remove the battery and hangs up.- She attempted to call him again to discuss the bill, he launched into a tirade and hung up on her twice.- He refuses to accept a credit card payment which he agreed to intially, is demanding $500 cash for a bill put together at the last minute, and is holding both keys hostage and refusing to let it be towed away.- The car is in the same condition it was a week ago, with no repairs meanwhile he has rooted around in it for a week while I've had to keep a rental-car.Desired Settlement: that it may need towed but couldn't be done then. She drove 4 hours round trip for nothing/no progress.- I, again, spent friday 8/1 trying to reach him again, and get a price on a tow, and again couldn't reach him all day, until late in the day when he said he could maybe towImmediate release of vehichle and full refund except the initial, short distance, tow bill to his shop which should be about $40-50.

Business

Response:

To Whom It May Concern,

I am responding to the complaint that I received via mail on 8/17/14. Case #[redacted].

On the afternoon of 7/29, I was called by a mutual friend about one of her business associates that was broken down in my area. I then dispatched my wrecker service to the [redacted] station in Clifton where the vehicle was. Upon arrival, the mechanic diagnosed that there was nothing we could do on the scene. He then towed the vehicle, with what we knew as the owner's consent, to our location. I spoke with [redacted], who stated that he had just bought the vehicle off of a family member. He also stated that this vehicle had previously been worked on earlier that same day in Roanoke, Va. [redacted] told me to proceed with diagnostics to figure out what was wrong with the vehicle. The following day I told [redacted] that his battery was faulty and had low voltage. I asked him about putting a battery in the vehicle, because his had checked out bad. I informed him that this may or may not fix the vehicle, and that we had to rule it out. [redacted] stated to go ahead and install a new battery. After installing the battery, the vehicle still would not start. I then contacted a Volkswagen Dealership and spoke to them about the issue. We determined that the immobilization security feature had shut down the vehicle. They recommended getting the original key because it is a security chip key and sometimes that can correct the problem. I informed [redacted] of this, and I also informed him that it might not fix the problem. He stated back to me that it was worth a try. He then stated that he would have a friend bring me the original key on that Friday. A female showed up on Monday to drop off the key. She spoke to one of my employees and asked whether I needed to speak to her. I stated that I did not need to speak with her at this time until I diagnosed the vehicle further. Upon trying the original key with some unlock system features, the vehicle did not react. I then spoke with the Volkswagen Dealership again, and they said the vehicle would have to be brought to them. They are the only ones with the computer software to repair the immobilization system. I spoke with [redacted] and informed him that the vehicle would have to be towed. I also informed him that I had a battery, towing, and three hours diagnosis labor. He then demanded that the vehicle be towed to Staunton without any payment being made, until he was satisfied. He became irate, and refused to pay the bill. Within the same hour, I received a phone call from a Ms. [redacted], who stated that she owned the car and she demanded that it be released to the wrecker driver to take to Staunton with no payment. I explained to her that I needed full payment, before releasing the vehicle. She proceeded to curse me and call me derogatory names. I told her that I had no more to say and I hung up. She called back and left a voice mail, which I still have on file. The voice mail stated that my employees and I were pathetic mechanics and did not know how to do our jobs. She then called again the same afternoon, I explained to her that she needed to bring cash to pay the bill, and I would release the vehicle. Three days went by and I heard nothing from [redacted] or [redacted]. Then I received a call from [redacted]'s mother who explained that [redacted] and [redacted] were in a relationship and were splitting up, and she was sorry that I was hung in the middle of this. She stated that [redacted] owned the car, and [redacted] was using it. She then stated that she was going to bring the money and pay the bill herself, and tow the vehicle away. She asked about storage on the vehicle, and I told her that there was none. I told her just to pay the bill and tow the vehicle. She stated that she would be there Monday. She did not pick up the vehicle on Monday, but called the following Thursday and said that she had lost my number. She stated that [redacted] would be there that evening to pay the bill in full and pick up the vehicle. She did not show up that evening, but did the following day. [redacted] paid the bill in full and had the vehicle towed to Staunton.

If you have any further questions please call me.

Thanks,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,