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Randy's Dunn-Rite Automotive

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Randy's Dunn-Rite Automotive Reviews (2)

Review: I went to have my [redacted] inspected this morning. The inspector took my truck back to be inspected. About 20 minutes later the service writer came out and said that I had 2 lights out and he said "we got it". I don't believe the lights were out. He never took me back to show me. I thought that by saying " we got it" they were just going to fix it, no charge. He never told me that there was a charge or how much it would be. I was charged $36.34 for $2 worth of light bulbs that my husband could have replaced. I came home and to told my husband I was sure I was ripped off. My husband went back to the shop and told them what they had done was an unauthorized repair and simply wrong. My husband asked them why they didn't show me the lights. The service rep. (who is the owners son)said that he had 3 people waiting and was too busy to show me. My husband told him that was unacceptable and to please take the sticker off and put a rejection sticker on the truck and credit my card back $51.34, leaving a $1 fee for the rejection sticker. The service manger refused and told my husband to get off the property or he would throw him off. I feel this is just another shop that takes advantage of woman. If he screwed me out of $36.34 at 9:00 a.m. and does this several times a day, well that's a lot of money they are bringing in. I feel violated by this company.Desired Settlement: I would like my credit card refunded $36.34.

Business

Response:

Dear Sir/Madam:

This is in response to the complaint filed by [redacted]. [redacted] brought her vehicle in to us on 9/3/14 for a Virginia State Safety Inspection. The vehicle was brought in, inspected, and found to have two front marker lights burnt out.

According to [redacted] complaint, she claimed that the service writer came to her, told her she had the two marker lights out and that he said "we've got it." That is not the way it was approached. The service writer actually told [redacted] her lights were burnt out and that we "could take cafe of that." [redacted] response was "okay." She never asked how much it would cost. She never asked to go see the marker lights, she just said "okay," which we took as acknowledgement to do the work. [redacted] stated that she thought we were going to fix it at no charge but when she received her bill, she never mentioned anything about being charged for the work. She was charged .4 to replace both side marker lights, even though [redacted], the industry standard labor guide, called for .5 per side.

With regard to [redacted] husband coming to the shop and asking why we didn't show [redacted] the lights when she asked, he claims that the service writer, who is our son, told her that there were three people waiting and that he was too busy to show her. That is a blatant lie. Being too busy to show her was never said because she had never requested to see it. She also stated that her husband asked us to "...please take off the sticker and put a rejection sticker on the tuck." Then she states that the service writer refused and told my husband to get off the properly or he would throw him off."

As to the first statement, [redacted] husband never said "please" about anything. He stormed out of his vehicle and immediately started being aggressive, loud, cursing, and attempting to intimidate the service writer. With the attitude and disrespect he showed, [redacted] was asked to leave several times. When he stated, "I'm not going anywhere", then he was told to get off the property or he would be put off the property.

I am sorry that [redacted] feels that this is "just another shop that takes advantage of women." Apparently [redacted] has been to several shops where she feels that she has been taken advantage of. It is never our intent for any customer to feel they have been taken advantage of, no matter what their gender, age, color, etc.

My wife and I have been in business since 1998. I have never once been accused of taking advantage of anyone. In fact, over 50% of our customer base is women. We have that ratio because of the fact that we are compassionate, honest, and fair, and perform work at a high qualify level.

I do take except to the slanderous libel tone of this letter. This letter has stated that I am a liar, a cheat, and my integrity is in question, and that is something that is completely unacceptable to me.

This could have been completely avoided had [redacted] said something at the time she received her bill. As an afterthought, if [redacted] had thought that she would not be billed for the services, why then would she allege to her husband that she had asked to see the marker lights but that she was told we were too busy to show her?

What I feel is a fair settlement is for [redacted] to apologize to the service manager for his inexcusable behavior and for [redacted] to apologize for calling us liars and cheats.

Respectfully submitted,

President

Consumer

Response:

I have reviewed the 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.

Today at 1:15 PM

Review: I paid [redacted] a $100 deposit towards car repair on August 14,2013. Finally over a month later on September 17,2013 I received my vehicle the engine had a miss in it and he said the more you continue to drive it the better it will run. Within 35 miles the same day of receiving vehicle it stalled out and will go 5mph and will not stay running! He was spoken to this morning on September 18,2013 and refused to tow my car in or fix it! [redacted] advertises certified techs and works on import vehicles. I am clearly not satisfied with his service and will now to have to pay another service station to fix my car and have it running properly. He never fixed the in initial problem and had me spend over $200 in sensors for my vehicle that clearly did not fix the problem. The contract also reads 12 month or 12,000 miles warranty on repairs. Which somehow does not apply to my vehicle.Desired Settlement: I would like the consumers to know he had my vehicle over a month and did not fix the problem. He advertises he works on import vehicles a [redacted] is an import vehicle that he could or would not fix. I would like some type of refund from his business due to the fact I now have to take my vehicle another service station and have the proper work done. Having some type of refund would allow me to do that. I would also like to know about the 12 month 12,000 mile warranty and why he was unable to grant warranty on his repair warranty.

Business

Response:

To Whom It May Concern:

I am responding to a letter sent to the Revdex.com, case #[redacted]. I would like to address this in turn as they listed their complaint.

I agree that [redacted] gave me a $100 deposit but what she failed to mention is that she came in and said that she had a car that had been sitting "awhile". [redacted] said she had a friend that "works on the side" and told her it was a bad crank sensor but her friend didn't know how to install it. [redacted] bought the part from [redacted] and asked if I could install it. I explained to her that I don't normally install customer purchased parts but she said she really needed help so I went against my better judgment and tried to help her out.

We towed the vehicle in because it would not start. After installing the part [redacted] provided, I found out that the part she provided would not work on her car. I contacted [redacted] and was told there were at least four different sensors that it could be and they could send me one that was vehicle specific by the Vehicle Identification Number.

I contacted [redacted] and gave her this information and she told me to go ahead and order the part. We also told her that her timing belt was worn out and should be replaced since we had to take the belt off anyway and the only cost she would incur would be for the belt itself. She also agreed to that.

After installing these parts twice (and only charging for them once) we started the vehicle and it ran for about five minutes and then stalled. We ran the codes again and came up with a new code for a cam sensor. Again, I contacted [redacted] and told her what was going on and again she said to fix it. After replacing the cam sensor, the vehicle started and we test drove it and it ran except for a misfire. This brings me to the second part of her statement.

[redacted] said that I told her that the car had a miss and the more she drove it the better it would run. That is a completely false statement. What I did tell her as that the car had a miss but it had not set a code for the certain cylinder and that driving the vehicle should make the check engine light come on so the cylinder misfire could be determined. The reason I did not put more time into this vehicle was because different people were calling me every couple of days to find out the status of the car. When it was finished, I called and told her the car was running, it was only then that I was told they didn't have money to pay the bill they had given me the "go ahead" to fix.

I had already invested three times as much time as I should have for free to try and help, but I couldn't invest any more.

As to the third part of [redacted]'s statement that I was called the next morning and that I refused to tow the car or fix it, I was never asked, I was only cussed at by [redacted]. [redacted] said that the vehicle was loosing power after driving for about three hours and that I was going to fix it. He claimed that the car had never done that before but since it was not running when I got it I wouldn't know. Also, since it had been sitting for quite awhile, I have no way of knowing what else was wrong.

Since [redacted] didn't have the money to pay the bill at the time they came to pick it up, I would not release the car. It was only after her mother called and said that she would be in "the very next day" to pay the remainder of the bill that I released the car. [redacted] also stated the next morning that I wasn't getting the rest of my money and then I was hung up on.

As to the rest of [redacted]'s statements, we do have certified techs at both Randy's Dunn-Rite Automotive repair shops. We do work on imports and have a twelve-month/12,000 mile warranty. We are also a [redacted] auto care center that backs that warranty, but I will not be cursed at and tried to be bullied into repairing a vehicle for free. The car was towed in for a no-start and they drove it away. When asked if the car was still starting, [redacted] said it was so I did the reapir for what the car came in for. The warranty does apply to her vehicle, but the question is; does the vehicle that has been sitting for awhile and has had "backyard mechanics" working on it before I got it have something else wrong with it?

From what was described to me, it sounds like a bad converter, which unfortunately if found when the car was here would still not be fixed because they didn't have the money to pay for it. I would like to clarify that [redacted] is the person who only assistance to [redacted] was to be rude to me, curse me on the phone, and hang up on me,. In addition, [redacted] was also the person who rented a [redacted] vehicle from our establishment, declined the insurance coverage, and then wrecked the vehicle and cursed my wife because he didn't get the coverage that she offered him at the time of the rental. So to say that we do not trust a word that comes out of his mouth is an understatement.

As to [redacted]'s settlement request, I would like to counter with an offer of [redacted] paying me the rest of my money so I do not have to file suit against her mother next week since had it not been for her mother becoming a party to this agreement, the vehicle would have never been released, an apology from her and the man she is with [redacted] and to not come back to my shop ever again. I believe I have now covered the warranty issue and having [redacted]'s vehicle for a month is really a moot point since she wouldn't have had the money to pay the bill within a day, a week, a month or a year.

Sincerely,

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Description: Auto Repair & Service, Auto Repair & Service - Equipment & Supplies, General Automotive Repair (NAICS: 811111)

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