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Richmond Import Service, Inc.

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Richmond Import Service, Inc. Reviews (3)

Sorry for the delayWe have been working eleven to twelve hours recently trying to keep up with demandFirst I would like to state that I have years working on *** and *** models, was a Master *** and Master diagnostic Technician, Master ASE technician, also trained in hybridsI have a
former Governor of Virginia and a former head of one of our nation's political parties as customers as well as varies CEOs local lawyers and local judgesIn a perfect world, every "t" would be crossed, every "i" would be dotted and nobody would have any conflicts or discrepanciesI did not put the mileage out on *** ***'s ticket solely due to time constraintsI do not have a secret hidden agenda with her car and the whole reason for the mileage is as follows*** *** brought her car in for rough ride complaints, engine noise complaints and fuel economy complaintsI am not the only person that works on cars here and my mechanics know that if there are multiple concerns that can only be checked bywait for itdriving the car then that is going to be doneperiodIf they can not find an issue with the car, then it is up to me to DRIVE the car and try to duplicate the conditionI can not determine an adequate repair without knowing what the condition is and then recommending the appropriate repairOur typical "loop" test drive is Broad st to Ito Ito Nuckols rd, then Cox rd and back to the shop which is about milesIn her case, the technician did not find any issues with her carI do not tend to believe that people bring their cars in with phantom issues so I am adamant that the cause for their complaint be foundI made him drive the car again, this time we checked all the suspension parts for abwear and playNothing was found, so I personally drove the car down Nuckols rd to shady grove which turns into Cauthorne rd thinking that a rougher more country type on road would get the suspension issue to occur due to various road conditionsThis is where the mileage came from and I feel *** ***'s complaints are mute and unfoundedI admit communication could have been better, but we are under very high load demand and doing all we can to get all of our work done correctly and in a timely mannerAs a business owner, I know that we can not satisfy 100% of the people 100% of the timeThat would not be realityI am not willing to change the way I do things at this shop that have worked so well for me over the past years and how it has helped me gain important and understanding customers that know we do strive to do the best for our clientsIf I feel a car has to be driving over and over to find fault, then so be itI will not change my routine for one person over thousands*** *** should find herself a shop that has a crystal ball and can repair cars without determining the faultOr better yet, get a hobby or do something positive in life other than obsessing over how many miles were put on her car trying to determine her complaintsAbsolutely absurdHer complaint can stand as well as my retortGood day

Revdex.com:
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
I am not satisfied with the message from the business for the following reasons:
Upon taking my car in on 2/18/14, I provided the front desk person (who is the [redacted]) a typed list of what my concerns were and what service I needed.([redacted]) I did not take my car in for a"rough ride"concern, nor is it on the typed list. Furthermore, during a verbal conversation with the [redacted] on 2/20/14, at which time I inquired as to the reason they put 25 miles on my car,  there was no mention by him of test driving it due to "rough ride" problem. He stated that it was test driven to determine the loud motor noise I complained about. The [redacted] on the other hand stated in his response message to Revdex.com, that it was driven numerous times to determine "rough ride" and check the suspension. There is a discrepancy between what the [redacted] gave as a reasons for the excessive miles on the car, and what the [redacted] said was the reason for the mileage put on to test drive it. I am wondering if the [redacted] skirted the  "loud motor noise" as reason they test drove the car? They already had information that the motor on the [redacted] was unusually loud due to a change in the intake manifold? Therefore he would have no valid explanation for putting so many miles on the car.
I did notice that the invoice has "rides like a truck" This is not something that I said nor had a concern with. On the contrary, my car is a very smooth riding vehicle. The car does not have suspension problems and never has.
In terms of the mileage in and mileage out, I do not accept the [redacted]'s explanation that due to time constraint, he did not put the mileage out on the ticket. (it only takes a few seconds to put in a 5 digit number) It appears he did take time to put in a number in the mileage out space, it just happens to be the same number as the mileage in. They kept my car for 2 days,even though I had an appointment 
Seems to me, that should have allowed for a few second to put in the correct out mileage.
I take offense to the [redacted] criticizing my person and making recommendations on how I should live my life. This is unprofessional, irrelevant and totally uncalled for.
I made two written attempts to the [redacted] of this business to resolve my concerns amicably.(please see copies of letters in separate email to you) He did not bother to respond either time. Had he, I am confident I would not be taking up the Revdex.com's time.
In conclusion, I do not feel that this business deserves to have a good standing status with the Revdex.com. This would be a resolution that would be acceptable to me. I thank you for your time and consideration.
Sincerely,
[redacted]

Review: Richmond Import Service put 25 miles on my car without real cause, and without my knowledge or authorization.

I took my [redacted] for service and wrote the mileage in at 57,533. Upon picking it up the mileage showed 57,558! I questioned the person who checked me in, as to the reason they drove it 25 miles? He stated that I complained about it being loud and they had to test driven it. Two people drove it. The mechanic could not find anything wrong so the owner also drove it. I told him I understood it had to be driven but the loudness of the motor can be heard upon starting it, and it would not have to be driven far to hear it. The person then became loud and defensive and stated he would give me the money back. I told him I was not there to get the money back, I wanted a straight answer as to why they put 25 miles on my car? He avoided my question and instead said " I am giving it back to you so you will not come here again."

Prior to picking up my car, I had a phone conversation with the person who checked me in, at which time he stated "The loud sound is normal. That in 2007the body was changed and the plastic intake manifold pressing on the firewall is making the motor overly loud. His neighbor has the same complaint with his [redacted]". It is a concern to me that they were already aware as to the reason for the overly loud motor in the [redacted], yet they claim they had to test drive it 25 miles to determine the reason the motor was overly loud!

Later, I looked over the repair invoice again and, noticed that the mileage IN showed 57,533 and the mileage OUT also showed 57,533, indicating the car had not been driven at all! This also was concerning to me and I wrote a letter to the owner, requesting to meet with him in person to discuss my concerns. There was No Response from him. Therefore, I wrote another letter to him detailing my concerns and again there was No Response from him.Desired Settlement: I feel a letter of apology from the company is in order for using my car without my permission and being dishonest about the reason they had to drive it 25 miles. I also want an explanation as to the reason the mileage In and the mileage Out was identical, as if it had Not been driven at all

Business

Response:

Sorry for the delay. We have been working eleven to twelve hours recently trying to keep up with demand. First I would like to state that I have 25 years working on [redacted] and [redacted] models, was a Master [redacted] and Master diagnostic Technician, Master ASE technician, also trained in hybrids. I have a former Governor of Virginia and a former head of one of our nation's political parties as customers as well as varies CEOs local lawyers and local judges. In a perfect world, every "t" would be crossed, every "i" would be dotted and nobody would have any conflicts or discrepancies. I did not put the mileage out on [redacted]'s ticket solely due to time constraints. I do not have a secret hidden agenda with her car and the whole reason for the mileage is as follows. [redacted] brought her car in for rough ride complaints, engine noise complaints and fuel economy complaints. I am not the only person that works on cars here and my mechanics know that if there are multiple concerns that can only be checked by.... wait for it.... driving the car then that is going to be done. period. If they can not find an issue with the car, then it is up to me to DRIVE the car and try to duplicate the condition. I can not determine an adequate repair without knowing what the condition is and then recommending the appropriate repair. Our typical "loop" test drive is Broad st to I64 to I295 to Nuckols rd, then Cox rd and back to the shop which is about 6 miles. In her case, the technician did not find any issues with her car. I do not tend to believe that people bring their cars in with phantom issues so I am adamant that the cause for their complaint be found. I made him drive the car again, this time we checked all the suspension parts for abnormal wear and play. Nothing was found, so I personally drove the car down Nuckols rd to shady grove which turns into Cauthorne rd thinking that a rougher more country type on road would get the suspension issue to occur due to various road conditions. This is where the mileage came from and I feel [redacted]'s complaints are mute and unfounded. I admit communication could have been better, but we are under very high load demand and doing all we can to get all of our work done correctly and in a timely manner. As a business owner, I know that we can not satisfy 100% of the people 100% of the time. That would not be reality. I am not willing to change the way I do things at this shop that have worked so well for me over the past 25 years and how it has helped me gain important and understanding customers that know we do strive to do the best for our clients. If I feel a car has to be driving over and over to find fault, then so be it. I will not change my routine for one person over thousands. [redacted] should find herself a shop that has a crystal ball and can repair cars without determining the fault. Or better yet, get a hobby or do something positive in life other than obsessing over how many miles were put on her car trying to determine her complaints. Absolutely absurd. Her complaint can stand as well as my retort. Good day.

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

I am not satisfied with the message from the business for the following reasons:

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

Address: 11004H W Broad St, Glen Allen, Virginia, United States, 23060-5936

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