Rob's Automotive & Collision Center, Inc.

Good Morning,
In response to a complaint made by our customer [redacted], please be aware that [redacted]'s transmission went due to a radiator failure. Our Heavy Duty Truck manager, Wayne D[redacted], had been in contact with [redacted], advising him as to what was happening....

Wayne was told by our transmission company that the transmission was not covered under warranty due to the radiator failure. Wayne had only told [redacted] during one of his calls, that it was not looking good. We believe now [redacted] must have taken this as we were not trying to help him. Our Heavy Duty truck manager pushed on the transmission company and was able to get it covered under warranty. [redacted] paid for the radiator repairs, his transmission was taken care of through warranty and [redacted] left our facility very happy. It was our understanding he would remove the complaint. 
If you should have any further questions, please feel free to contact me directly.
Thank you,
 
Robert L[redacted]
 
*Please be advised, in the above email chain, you have listed [redacted] ([redacted]) He is no longer with our organization.

Please see attached letter.

July 18, 2016This letter is in response to [redacted]s July 11th complaint made to your organization with regard to service he received from Rob's Automotive & Collision Center, Inc. on July 5th, 2016. First and foremost, I would like to make it clear that...

we take complaints regarding service very seriously. Rob's Automotive & Collision Center, Inc. has been in business for over thirty years and is held in high regard by our private, commercial, and municipal customers in the tristate area. This company was built on providing these customers with unmatched exceptional service. That being said, I find [redacted]'s complaint very disheartening and I am Sorry he felt that he and his family endured a negative experience with Rob's Automotive & Collision Center, Inc.After thoroughly researching this matter, it sounds like there was a line of miscommunication that perpetuated into a bigger issue than it needed to be. Unfortunately, I am unable to confirm or deny both sides of this story, because I was not present. The following is what was conveyed to me by my tow operator and my office staff. My tow operator vehemently maintains that the police officer from the Delaware River Port Authority directed him to drop off [redacted] and his passenger off at the [redacted] Administration Building to meet a family member for a ride; nothing was said about cleaning out the contents of the vehicle. When the fire reignited in [redacted]'s vehicle, he and his passenger left our truck and got into a DRPA Police Vehicle. The police officer advised the tow operator that he would give [redacted] and his passenger a ride to the DRPA Administration building. Once the fire department deemed the fire out and the vehicle safe, the tow truck operator acted in accordance with the Delaware River Port Authority Policy by towing [redacted]'s vehicle to Rob's Automotive & Collision's total loss storage yard.With regard to the way [redacted] and his family were treated by my office staff, again can neither confirm nor deny these allegations. I was not in the office at the time. However, I was advised by my office staff that a member of [redacted]'s family greeted my staff with a negative and confrontational demeanor taking exception to the fact that payment was required for towing services rendered. Regardless of the customer's demeanor, this by no means gives my staff license to be rude and unprofessional which they were subsequently advised of after receipt of this complaint.As the situation escalated, a member of my office staff called me and advised me of this situation. After I was informed of the disagreement, I felt it would be the better part of valor and in the best interest for the customer to waive the tow fee. The fee was waived on 07/06/2016.To reiterate, Rob's Automotive & Collision Center, Inc. rarely receives complaints regarding service, and it is even rarer for complaints to escalate to this level. It is unfortunate that [redacted] and his family felt that they endured a negative experience with my company. As requested in his complaint, I can assure [redacted] that that there are no outstanding charges on his vehicle. Going forward, I will utilize this complaint for conflict resolution training with my office staff and tow operators. Thank you very much for the opportunity to respond to this complaint. Please do not hesitate to call me any questions, comments, or concerns.Kevin W. Operations Manager

Review: I was on my way from [redacted] nj to [redacted] pa for my grandmothers funeral.while driving up my car started making a loud clicking noise.got off at [redacted] college exit and pulled into parking lot.found robs towing and automotive on my cell phone (internet).called them at eleven and they arrived at 11:46.driver ask what was wrong I told him about the loud clicking noise coming from engine area.he asked for my paperwork for car I gave him my insurance card registration and I had my car title.he filled out the paperwork with the information I provided and ask me to sign it witch I did.they had the car from 9/16/2013 til 9/21/2013.when I went to pick up car four days later they told me total I paid.the tow driver wrote down the wrong stuff on his paperwork they did the work he listed witch was key stuck in ignition and truck had no power witch was not the problem the truck had.they did that work to my truck charged me told even though they made the mistake I still had to pay for it even though thats not what the car was supposed have done to it.I am a handicaped man who has had alot of pain with all the driving they have had me do for the mistakes they have made is not fair and then to be charged on work that wasnt supposed to be done and my vehichle is still brokedown because of there mistake.they had the car towed to my in-laws in [redacted] pa.they dropped it and left when I opened door of car the ignition they said they fixed, was hanging off the steering wheel so now they damaged my ignition also left a mess on the passenger floor wires and trash.now a handicapped man with three kids and a wife ,is out of a vehicleDesired Settlement: I want my money back I paid which was over 640 dollars and I want the original problem fixed for their mistakes and my pain and suffering from making a handicapped man drive four hours a day for no reason two times I had to make this travel and also gas and tolls used

Business

Response:

October 28, 2013

Revdex.com

Re: Case #[redacted]

To whom it may concern,

In response to the above complaint, the vehicle in question

was towed to our facility on October 16th, at 11:45pm. We wrote a

repair order on October 17th in the morning and called the customer

on the 17th at 4:25 pm to explain what our findings were and what we

needed to do as a next step. What our technician found was the key to be stuck

in the ignition and the vehicle would not start. The technician did look into

this condition further and pinpointed the no start condition to a faulty

Electronic control module (ECM). He was

able to remove the key from the ignition after making a small adjustment to the

shifter, at no charge to the customer. We obtained verbal authorization from

the customer at 4:25pm on the 17th of October for $860.00. We ordered the authorized (ECM).

We received the (ECM) and installed and programed it on

Monday, October 21st, the technician was now able to attempt to

start the vehicle. The technician check and topped off all fluids(anti-freeze

was low), the engine was started and was making a loud noise, and anti-freeze

was coming from the exhaust pipe and from the intake manifold, the engine would

also not stay running. The technician determined that the engine has internal

damage causing the anti-freeze to escape through the exhaust pipe and the

intake. We called the customer to explain what our finding were and he cut us

off and said he would come to our facility immediately.

The customer arrived at our facility and explained that and

explained that he had issue’s with the tow bill, after listening to his

complaint we offered goodwill and absorbed the tow invoice. He then stated that

he was never quoted for any of the repair work that we performed, he kept

asking,” where did I sign”, we explained to him that it was a verbal

authorization via the telephone and we explained the time and the date that he

gave us authorization10-17-13 at 4:25pm. The final outcome was that the

customer paid only for the work that was performed and authorized in order to

diagnose his concerns, the Service facility absorbed the original tow bill as a

goodwill gesture to the customer, as well as towed the vehicle to a location

requested by the customer, out of goodwill.

The dealership spoke to the customer and obtained prior

approval for all work rendered. The dealership also went above and beyond by

providing goodwill twice to the customer. This vehicle has 162,000 miles on it and

internal failures do occur unfortunately.

Respectfully,

Rob’s Automotive and Collision

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:i never gave them permission to fix my electronic features of vehicle.the tow driver who towed it made a mistake and now they r trying to get me to pay,I paid them for work that wasnt permitted or asked for.all I request is my funds back from work that they claimed they did that wasnt permitted for and leaving the steering column off from claiming they fixed a ignition problem that I have never had a problem with til these people took my truck if we cant come to agreement we will find another way to figure it out the solution

Regards,

Review: I purchased from [redacted] Enterprises which is owned and operated by Rob's towing a vehicle apx 3 weeks ago and was told it was perfect, not a thing wrong with it from saleswoman [redacted]. I flew to Philadelphia asked a few questions about a body panel that seemed offset. Was told repeatedly by the service manager ( I believe it was [redacted]?) that the vehicle had never had anything wrong with it. I find out once I am home that it had been wrecked. I have been in contact with [redacted] at [redacted], [redacted] will not return a call or the multiple emails. I have been at this for nearly 3 weeks now and have got no where with them.Desired Settlement: I want for the Revdex.com to make contact and seek resolution. Ideal would be a full refund/cost adjustment/? My only other recourse will involve legal action with the attorney generals office in both PA and OH and my own legal counsel.

Business

Response:

{Please see attachment.}

Review: Had a new transmission put in our truck by robs truck repair after 1 year of the 2 year warranty the transmission died. From the moment we called robs on the phone they started making excuses about covering the transmission. finally after a week of debating back and forth they flat out said they where not going to stand by the warranty.Desired Settlement: We would like them to stand by their warranty and replace or repair the transmission.

Business

Response:

Good Morning, In response to a complaint made by our customer [redacted], please be aware that [redacted]'s transmission went due to a radiator failure. Our Heavy Duty Truck manager, Wayne D[redacted], had been in contact with [redacted], advising him as to what was happening. Wayne was told by our transmission company that the transmission was not covered under warranty due to the radiator failure. Wayne had only told [redacted] during one of his calls, that it was not looking good. We believe now [redacted] must have taken this as we were not trying to help him. Our Heavy Duty truck manager pushed on the transmission company and was able to get it covered under warranty. [redacted] paid for the radiator repairs, his transmission was taken care of through warranty and [redacted] left our facility very happy. It was our understanding he would remove the complaint. If you should have any further questions, please feel free to contact me directly.Thank you, Robert L[redacted]Please be advised, in the above email chain, you have listed [redacted] ([redacted]) He is no longer with our organization.

Review: My 2009 Toyota Sienna minivan was involved in a rear end collision in May 2011. I took it to my Toyota dealer in NJ who in turn recommended and arranged for it to be picked up and repaired by Rob's Automotive & Collision in Bristol, PA. Rob's Auto replaced and/or repair most of the rear including the lift gate, rear body panel and bumper. After the car was repaired, they issued me a warranty certificate guaranteeing any defects in parts or workmanship of the completed repairs for as long as I own my car.

In April of this year I found the carpet on the bottom of my rear cargo area saturated with mold growing on it. I couldn't find the source of the water so I took it to my Toyota dealer. They performed a water test with full diagnostics and then stripped off the rear trim. They found water coming through one of the rear hatch wire harnesses. [redacted] (Toyota asst sales mgr ###-###-####) and their technician both informed me that the replacement rear hatch wire harness installed by Rob's Auto was faulty allowing water to pool at the top of the trim and leak into the cargo area. After they replaced the faulty harness, my car has not had any water problem in the cargo area.

After the repair was completed in July, I contacted [redacted] at Rob's Automotive (###-###-####) regarding their repair service warranty. [redacted] handled my original insurance claim to repair the car after the accident in 2011. I sent him emails with many detailed pictures of the water damage including the source of the leak and also before and after pictures of the faulty wire harness. He promised to get back to me but after waiting for 4 weeks he finally called me back and told me that he was no longer responsible for handling claims and he forwarded my claim to his manager. After a week with no response I contacted Rob's Auto again and spoke to [redacted] (###-###-####) who was aware of the claim and said she'll look into it. After another few weeks I was finally able to speak with [redacted] again and she told me that they are trying to contact Toyota regarding the repair. Since then I've left several messages for [redacted] and I have not heard back. It's been over 4 months since I've contacted Rob's Auto about their repair warranty and they have been giving me the run around and now no response at all.

The leak was clearly due to the faulty rear hatch wire harness that they replaced when they repaired the car. The Toyota technician said the part had a sticker showing that it was a replacement part. Not only did the part cause the water leak, the water soaked and permanently stained the carpet in my cargo area and mold was growing on it. I even forwarded the pictures with the mold to Rob's Auto. I don't even know what damage it may have done under the carpet and how much mold, if any, may also be under it. Toyota told me that it would cost over $800 to replace the carpet since it is a single piece of carpet that covers the entire floor of the car.Desired Settlement: I would like the Revdex.com to make contact and seek resolution. I want a full refund of the cost of repair due to their installation of the faulty rear hatch wire harness. The repair invoice from Toyota is $750.66, which Rob's Auto has a copy of. I believe that this is a very fair and reasonable request since it is the cost of correcting their faulty repair and it is covered under their repair warranty certificate. I'm not even asking them to help me replace the carpet which is now water stained, moldy and could potentially pose a health hazard.

My only other recourse will involve legal action with the attorney generals office in both PA and NJ and/or small claims court.