Pennell's Auto Center

To Whom It may Concern,
I am taking the time to answer this email only because this customer has all the facts wrong.
1 Car towed in shop no apt
2 We called and told her it needed fuel pump
3 Because of engine code the pump was not a common pump we had gotten 4 different pumps from four...

different venders and they were all wrong upon further investigation we found the pump to be different because of engine code.
4 We called [redacted] and that is when we were told the pump is different for this [redacted] and no [redacted] warehouse on eastcoast or Canada had this pump. We found one online and it was 3 days away.
5 We again called customer and explained what we were trying to do and that was the soonest we could get pump,We at that point gave her part number and she called a Hartford ** dealer and they happened to have a leftover on shelve.( We do not deal with ** of Hartfort)She demanded we drive to Hartford and get her pump and have her car done by end of day.I told her we did not have the manpower to travel to get pump she at that point AGAIN was obnoxious and rude to us.
6 We are a flat rate shop and she was charged by the [redacted],Also never charged her for the amount of extra time we spent trying to get her part and save her money.
7 In no real world situation would a professional dealer tell her less than an hour to install a pump that is located in the fuel tank.
8 We also called her ahead of time to tell her about our credit card machine being down but she did not answer at that time,
9 We do not ever release a vehicle without full payment this is industry standard and well within the law,Also the comment about the girl up front and the owner stroking each other that is absolutely obsurd!and I also would like to say that ripping the receipt out of her hand is also a false statement and she did get change she was to busy threating us with telling us she works for the attorney general and she was going to sue me for everything.
As far as the warranty I do not warranty parts bought by customer for insurance reason and also this is posted in our waiting area by law.
I have been in business for over 20 years and please look at any complaints by your organization and you wont find any.
We also know you will not please everyone and we tried very hard to please her but it was not going to happen She did nothing but talk down to us and even said to me as long as the guy at [redacted] has his head screwed on right and gives me the right part I should be able to get the part in the morning so what does that say about her character?
Thank you for your time in this matter but at no time did we not do our best to help this lady and at no time will I even consider an apology because I have done nothing wrong,And a refund of her money is also not an option.
Thank You [redacted] Pennells Auto center

Review: My car did not start at a local business and I had it towed on Sunday(via [redacted])to what I thought was the closest repair shop. I called Monday am to report issue and was told problem was a bad fuel pump (starved for gas)and should be ready at day's end. My neighbor would pick me up after work and we'd go there together.I did not hear from the shop so I called and was told they had problem finding a replacement pump. Next day did not hear from shop and called and [redacted] laughing said: "yea,I've tried a few pumps and none of them are right and having tough time finding the pump needed" He stated he had even gone online and it would be 6-8 days. I asked him the part# and 1st call to ** dealer (less than 60 sec)they did not have it but they knew who did; the Hartford ** did not want to send and Pennells would not pick up so I rented a car and drove 50 miles (100 miles RT)to get part Wed. am and then took it to autoshop for installation & letting them know auto experts had advised me it takes less than an hour to insgtall. Two ** dealers told me they could easily put in pump in a little less than an hr. When I got to shop the bill was $228 dollar (I gave 230 and got no change back and had to ask for my key once I asked where my car was and it was locked)The labor time in excess of what the dealers said would be reasonable. I was told they only take cash and I said I had a local bank for check ([redacted]) and they said no-cash only even though signs in establishment showed multiple credit cards. I told them the price was outrageous (price gouging and I did not want to pay for [redacted] trying to install the wrong pumps nor was it appropriate or professional for him to laugh), I was told I would not get my keys or receipt until I paid up. Fortunately, Enterprise driver drove me to the bank to take out money. The lady up front grabbed the receipt out of my hand when I wanted to look at it and the owner and her kept stroking each other (really weird and unprofessional even if married or in a relationship.Desired Settlement: Apology and money back. I was without my car for 3.5 days; lousy communication. I will never use this place again and I do not want anyone else to be treated this way. I own the car and they would not give me the key, receipt, etc. until I When I told the owner I planned to escalate he glared/stared at me and crossed his arms across his chest moving backward. They also took no responsibility for any warranty as they did not buy the part (No.. I had to rent a car and go buy the part myself

Business

Response:

To Whom It may Concern,

I am taking the time to answer this email only because this customer has all the facts wrong.

1 Car towed in shop no apt

2 We called and told her it needed fuel pump

3 Because of engine code the pump was not a common pump we had gotten 4 different pumps from four different venders and they were all wrong upon further investigation we found the pump to be different because of engine code.

4 We called [redacted] and that is when we were told the pump is different for this [redacted] and no [redacted] warehouse on eastcoast or Canada had this pump. We found one online and it was 3 days away.

5 We again called customer and explained what we were trying to do and that was the soonest we could get pump,We at that point gave her part number and she called a Hartford ** dealer and they happened to have a leftover on shelve.( We do not deal with ** of Hartfort)She demanded we drive to Hartford and get her pump and have her car done by end of day.I told her we did not have the manpower to travel to get pump she at that point AGAIN was obnoxious and rude to us.

6 We are a flat rate shop and she was charged by the [redacted],Also never charged her for the amount of extra time we spent trying to get her part and save her money.

7 In no real world situation would a professional dealer tell her less than an hour to install a pump that is located in the fuel tank.

8 We also called her ahead of time to tell her about our credit card machine being down but she did not answer at that time,

9 We do not ever release a vehicle without full payment this is industry standard and well within the law,Also the comment about the girl up front and the owner stroking each other that is absolutely obsurd!and I also would like to say that ripping the receipt out of her hand is also a false statement and she did get change she was to busy threating us with telling us she works for the attorney general and she was going to sue me for everything.

As far as the warranty I do not warranty parts bought by customer for insurance reason and also this is posted in our waiting area by law.

I have been in business for over 20 years and please look at any complaints by your organization and you wont find any.

We also know you will not please everyone and we tried very hard to please her but it was not going to happen She did nothing but talk down to us and even said to me as long as the guy at [redacted] has his head screwed on right and gives me the right part I should be able to get the part in the morning so what does that say about her character?

Thank you for your time in this matter but at no time did we not do our best to help this lady and at no time will I even consider an apology because I have done nothing wrong,And a refund of her money is also not an option.

Thank You [redacted] Pennells Auto center

Consumer

Response:

Review: [redacted]

I am rejecting this response because: 1. what is written is not correct. 2. the first time I drove the car about 5 minutes from my home after this shop did the installation the 'check gas cap light came' on the dashboard. I read the owners manual to stop car and replace it. I did that and that alert light went off. I then drove the car to work the next day and same alert message came on for approximately 10 seconds; went off and then the engine malfunction light came on. I made it to work safely and back with that alert engine light on the entire time. It should also be noted after picking the car up from the shop and driving home and parking in my garage there was a very strong odor of gasoline. On Saturday, July 26 the day I drove to work I called Pennells Auto to let them know the engine light and check gas cap light had come on. I have made an appt. with the ** dealer for first thing Monday am to examine the car.

Sadly, what Pennells has written is not correct and this matter will be escalated through the appropriate channels for ethical, legal and safety reasons. I will never use them again.

Sincerely,

Business

Response:

To Whom it may concern,

Again a direct attack on my reputation ,We gave her the opportunity to bring her car back and she did not,So at this point we will no longer respond to any email from Revdex.com.

Thank you

Pennells Auto