Richland Hills Convenience Center

New owners at the beginning of the year. They have done a tremendous job of listening to customer feedback and making changes accordingly. They are often seen in the store, speaking with customers about ways they can still improve the store. [redacted] in the Deli makes the best Chicken Salad in Lynchburg and a beef hot dog with chili always hits the spot. I only trust my vehicles to [redacted]. Always great work. Friendly and honest mechanics.

Review: I am a college student who resides in Lynchburg that has had several car problems within the last year. Not being from Lynchburg, I took my car to the Richland Hills Exxon that the person who towed my car recommended to me. [redacted] is the head mechanic of this facility, and he is the person whom my father and I dealt with directly, and also who fixed my car for me. I’ve had two major car problems within the last year. The first was that I needed my engine to be replaced, and the second was a crack in the front head gasket of the new engine that I received. We had [redacted] replace the engine back in 2012, because he said that the engine that he got us would last us for at least two years. This repair took him about five weeks to do, even though he promised us it would be done sooner. The car ran great for six months, and then it broke down again this past July. We again went to [redacted] and had him fix it for us. He told us that the repairs would take three days, but it ended up taking [redacted] five weeks to fix it. Every time my dad or I called, [redacted] would say that he’d have it done within the next day or so, but it wasn’t completed until five weeks later. Two weeks after I picked up my car, it broke down again. I took it to another mechanic because I no longer trusted [redacted]. The repairs are going to cost about the same and deal with a crack in the engine, so we have to scrap the entire car. We are furious with Richland Hills Exxon and [redacted], because they promised us that this engine they put in would last me for two years. It hasn’t even been a year, and my car is ruined. My father has been in contact with the manager of Richland Hills because he would like a refund for the head gasket repair. We feel that it is only fair that they reimburse us for this second repair because the car broke down two weeks after it was fixed. They, however, are refusing to write us a check. We’ve even lowered the price because we don’t want to be unreasonable, but they are refusing to work with us. Within the past year, we’ve paid them over $2400 to do these two repairs on my car.Desired Settlement: We just want to be treated fairly. I ask that you help me in regards to this matter. I want my parents to receive the money that they deserve, and I want to be done with Richland Hills Exxon and [redacted] so that I never have to speak to them again. We would like to be reimbursed the $815 that we paid Richland Hills Exxon to repair the cracked head gasket. If this price is too unreasonable for them, we can negotiate a proper price. We want to be treated fairly.

Business

Response:

RE: complaint lD [redacted]Dear Customer,Let me start off by apologizing for your negative customer experience. Richland Hills Exxon Staff &Management strive to make every customer experience a pleasant one. Richland Hills Exxon trulyvalues all of our customers, especially our college student customer base. I can personally sympathizewith the financial struggles associated with being a full time student, as I personally spent six years as afull time student as I completed undergraduate and graduate coursework. lt is this empathy andunderstanding that led us to offer all college students a 10% discount on all maintenance & repair workif they show their college lD when paying for services rendered.The engine that you chose to put in your vehicle in 2012 was a used engine, it is my understanding thatyou went the route of the used engine to lower the overall repair costs. Richland Hills Exxon, nor itssupplier of the used engine has any idea of the history associated with the engine (ex. mileage, wear,etc) which is why the supplier only provides a 90 day warranty. Richland Hills Exxon cannot be heldliable for an engine that the supplier no longer warrants.We understand you have spent a lot of money & time trying to get your car back on the road, and weare willing to help. We have asked to have the car transported to Richland Hills Exxon so our technicianscan diagnose and perform a root cause analysis so we can determine the path forward. Richland HillsExxon will cover the costs associated with the transportation to Richland Hills Exxon and all diagnostic /trouble shooting time. Additionally, Richland Hills Exxon will donate the labor required to make therepair provided the customer pays for the parts (customer can supply, or pay our invoice amount).Richland Hills Exxon will guarantee that the repairs be complete within 72 hours of receipt of partsneeded for the job.Since you had such a negative experience with one of our employees, I will be sure that your interactionwith that individualwillbe as limited as possible...we stand readyto have anotherone of ourexperienced technicians diagnose and repair your vehicle. Lastly, Richland Hills Exxon would like to offeryou free oil changes and inspections for the next 12 months on the subject vehicle.V/RRichland Hills Exxon Management

Consumer

Response:

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. Although we appreciate Richland Hills offer to pay for the labor at a reduced cost and provide the parts at cost this does not go far enough to resolve our complaint.We were told by [redacted] that the used motor he put in my car back in December, 2012 would last at least one if not two years. If we were told up front that the used motor had a 90 day warranty, then we wouldn't have proceeded with the repairs. [redacted] told us on September 28th, 2013 that the used motor only had a 90 day warranty associated with it. Our counterproposal is for Richland Hills to perform the work on my car for free or to refund us the amount of the last repair ($800) for the head gasket.Regards,[redacted]

Review: Truck was supposedly repaired on 08/12/2015 less than an hour after vehicle was picked up it broke down again with same issue, went to repairer and informed that vehicle is doing same thing after just fixed and paid them was told to have vehicle towed and I will be charged labor fees again asked why after they had just supposedly fixed vehicle over an hour ago, I can see if it had been a week or two but on the same day does not make any since to me. I feel that this was an unfair practice on this businesses part to charge a customer for labor all over again the same day that they were supposed to repair the vehicle, it seems as if they never really fixed the vehicle and probably did not use the new part purchased, taking advantage of customers is bad business practice and should not be allowed.Desired Settlement: Partial refund as I had to have my vehicle towed and repaired at another body shop, who also stated that they are wrong for what they did and over charge!!!

Business

Response:

Sorry for late respond, here is our statement regarding the complaint was submitted on 8/12/2015,[redacted](Manager) stated that when she came to shop on 8/12/2015 and she mentioned that her car wontstart so [redacted] towed her car from her resident, upon diagnosing , [redacted] gave her estimate around $700.00 parts and labor with one year of warranty on parts and labor, she denied to do pay that amountand ask if she brought parts how much it would cost to replace it, id mention that if she wants tobrought parts from market, parts could be replaced at the cost of $140.00 plus towing but there was nowarranty on parts , only on labor if parts was not replaced correctly , she was agreed on it , finally [redacted]replaced fuel pump and she drove her car to her home safely , same day she called back at shop andmentioned that her car won't start again so another mechanic [redacted] went to her residence and upondiagnosing, he mentioned that engine won't getting fuel, also mentioned her that labor only covers, ifparts was bad she had to pay for labor and parts, she denied, please advise what we should do in thisscenarioThank You[redacted]General ManagerRichland Hills Exxon