Roy Foster's Automotive

My name is [redacted], and my husband is [redacted]. Our address is [redacted]. We are both [redacted] Member, I am filing a formal complain against Roy Foster Automotive Center/NAPA Auto Care located at 490 Keystone Avenue, Reno, Nevada 89503, for the following issues:1. Customer Service. My encounter with [redacted], showed they dont really care about their customer and their customers concern. They have very very poor customer service.[redacted] argued with me, all those time I am talking to him, instead of at least listening to my concern, and tried to figure out a solution to the problem. It also showed that as much as they can, they tried to rip me off, and they did.[redacted] is very very rude. Its so ridiculous that[redacted] even threatened me to call the police.2. Diagnostic Test. I paid for $109.00 for full and complete diagnosis of my car, last August Yet, [redacted] said, and it proved, that they did missed that part where [redacted] later found out last Saturday, November 21, 2015, that there is hole in my Thermostat Housing Gasket and several cracks in Serpentine Belt. Obviously, they didnt see that while doing diagnostic test last August, 2015.I believe I am entitled to a refund for this. This is not a complete diagnostic test service since[redacted] said they missed something. If they didnt see that, what if it were something else that may have cause me an accident? I was very very confident driving my car after that diagnosis. All along, I thought I was safe. 3. Not Issuing a Receipt /Repair Job Order Customer Copy. [redacted] didnt give me a receipt, or any customer copy of document showing the service and repair that they did last Monday, Novbember 23, 2015. I believe that all company should issue a receipt regardless if its free of charge. Its a standard procedure that customer should have a copy for future reference of repair and maintenance of the car.This is what happened.Wednesday, November 18, 2015, my husband made an appointment with Roy Forster Automotive Center for my car ([redacted] with VIN [redacted]), to have my heater fixed. They gave us a November 21, 2015, Saturday, 8 oclock A. M. appointment.November 21, 2015, Saturday, We were there as early as 7:45 am, and as soon as the shop opened at 8am, we came in and [redacted] Forster attended to us, surrendered to him my car keys, and we were told that theyre going to call us as soon as its done. We went back there around 11am, still the car is at their parking lot. We decided to come in to let them realize that they didnt follow the [redacted] Membership benefit , one of which is the priority services, which is in fact, posted on their wall, very visible to customer. At around 12noon, finally, [redacted] came out and showed us the problem, and the solution he says, replacement of parts . He pointed out that they found out that the Thermostat Housing Gasket has a hole and needs to be replaced. Another thing he pointed out is that there are several cracks on the serpentine belt , that also need replacement. [redacted] said, it will take them about 2 or 3 hours to get it done.All in all, it cost me $524.30 for the repair, or shall I say replacement. Labor cost is $255.00. Cost of Parts, $246.74.At around, 4:30pm, we picked up the car. I get in the car, and I already noticed that my window is going down slow. Anyway, I just took the car and went home, driving the car for about 10 miles, from Roy Foster Automotive Center.The next day, November 22, 2015, Sunday, I told my husband that we better use my car so that he can check the heater as well. Around 10am, While driving along I-80 east right by robb drive, suddenly, the car just shut down in the middle of a freeway. My husband managed to pull over the car on the side of road. He tried to start the car again, but it wont start anymore. We called [redacted] for help. In about 15 minutes, [redacted] truck came, and the drivers name is [redacted]. He tried to jump start the car, and it did start. We requested [redacted] to please follow us in case it shuts down again. True enough, in just few meters away, the car shut down. We asked [redacted] to tow the car to Roy Foster Automotive Center. Although they were closed, so , we let the car parked there overnight. The next day, November 23, 2015, my husband went to Roy Foster Auto Center early in the morning at around 7:30 am after he dropped me off to my workplace at [redacted]. He talked to [redacted] and told him about what happened to my car after they fixed the heater. And also told him to let the car running and we will pick it up between 4:15pm -4:30pm.[redacted] said there is no guarantee that we can do it today, because we have so many customers in line. My husband told him that this is a follow up of what they did last Saturday.[redacted] is very rude to my husband, that he just told my husband that he will call him as soon as it gets done. He doesnt even cared to check on what they did last Saturday, and why all of a sudden, it wont start.My husband called me through my cellphone and told me everything that[redacted] said. I asked my husband to pick me up and take me to Foster Auto Center , and told him that Im going to talk to[redacted]. I came in, around 7:50am, and [redacted] was there, and asked him what happened to my carHere are some excerpts of my conversation with[redacted] that same day, November 23, 2015.Note:All the time that I talked to [redacted], he is very very very rude.[redacted]: what happened? [redacted]: What happened? I just told your husband that Im going to call him as soon as youre car is ready.[redacted]:You made the assessment/full complete diagnosis of my car last August and we paid for $109.00 for that assessment. Why did you not see that hole and several cracks that [redacted] just found out yesterday? You said that the car is in great condition and is really a good buy. YDesired SettlementThey should apologize to us, especially [redacted] who was very very rude to us from the start. They should issue us the official receipt or repair/job order, explaining to us, showing it in details(itemized) of what they did to my car last Monday, November 24, 2015.They should refund to us the $109.00 we paid for the full and complete Diagnostic Test last August, 2015, since they didn't do the job well,and missed and as I quoted [redacted], he said, they missed something.Business Response December 4, 2015RE: Revdex.com Case #: [redacted]: We are sorry for the problems with your car and for the inconvenience it caused you.Roy Foster's Automotive has been serving Downtown Reno for 68 years. We have built our business and the trust of the community by adhering to principles of Honesty and Integrity. Also, in addition to those principles we only employ the best technicians available and have invested in the most recent, state-of- the-art equipment and ongoing technician training. To say "they don't really care about their customers" is contrary to the very principles that have built the business and allowed it to endure for almost 7 decades. To say "they tried to rip me off, and they did" is absurd and unequivocally false.On September 9, 2015 we performed a vehicle inspection on the car at which time there was no evidence of a coolant leak. In addition, the coolant level was full, and the HVAC system was working normally, as documented on the inspection report. The fact is, if the thermostat was leaking at that time, the coolant level would be low, there would be fluid leaks under the vehicle, and the heater would not be functioning properly. In other words, there was no leak at the thermostat gasket at the time of the inspection. As for the serpentine belt, it is very difficult to see, since there is only a 1/4 inch gap to see the belt. Being a [redacted] approved auto repair, many of our customers are members. Saturday, when the vehicle was brought in, 8 of 13 customers were [redacted] members. Accordingly, we service each member's vehicle as fast as possible and in the order they arrive. It would have been impossible to have appropriately diagnosed and estimated 8 cars in 1 hour. Your car was however, diagnosed, estimated and repaired in a timely manner. Your concern with your heater was properly diagnosed, repaired and the belt was replaced. Unfortunately, when replacing the belt, an electrical connector became dislodged causing a bad connection to the alternator. The connector was found still connected and visually looked good. It was only able to be found by testing the charging system. In the early morning of Monday November 30, 2015, [redacted] arrived at our facility appearing to be very angry. He was greeted by [redacted], and was told it would be a few moments as there were a few customers ahead of him. [redacted] conveyed to [redacted] that the vehicle started having problems after picking it up Saturday. [redacted]e explained that his concern was important to us and we understood his frustrations. Again, [redacted] explained that we would promptly take care of the problem and call them upon completion. A short time later, [redacted] returned and proceeded to verbally assault [redacted], screaming profanities( multiple "F" words), and not allowing [redacted]e to acknowledge her concerns. [redacted]e assured her we would take care of repairing her car and asked her to please leave the property, and even had to take it to the extreme of threatening to call the police. When a person is being verbally attacked with profanities, they might tend to be a little rude in return. The vehicle was properly diagnosed and repaired at no charge and the [redacted] were notified. The repairs to your vehicle were done in a timely manner and performed correctly. The failure of the charging system was unrelated to our repairs. Our technician may have inadvertently dislodged the connection. We diagnosed and repaired the charging system problem at no charge. Consequently, we decline your request for any refund. Sincerely,Roy Foster, PresidentRoy Fosters Automotive Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Because there is no truth to [redacted] accusation.This is in response to Mr. Roy Foster's reply to my complain. First of all, I do believe in your 68years of service in Reno,adhering to pringciples of Honesty and Integrity. That's why, I took my car in your shop, the 1st time. That's why, I gave you my trust.Unfortunately,that's not what [redacted]e showed us the 2nd time.Honesty? first of all, He said, as I quoted you "[redacted] returned and proceeded to verbally assault [redacted]e, screaming profanities( multiple "F" words), and not allowing [redacted]e to acknowledge her concerns." If your "F" word means, bad word, I VEHEMENTLY DENY that. I never use a single bad or "F" word(as you call it) from the start till end of our conversation. I am not capable of saying that because it's not what I learned here. I don't use bad words of any kind,to anybody, not even in my own native language. Screaming, no. I came in with simple question " What happened?" Verbal Assault, No. when I came in, my first question is, "what happened(to my car?)*Please review the excerpts from my first complaint letter. what I wrote there are exactly what transpired& what I said, and He said. Some of [redacted] answers are:" I don't know" & I was not the mechanic who did the diagnostic test" & " I was not here last Saturday. I asked questions related to what they did to my car. The least he could have done is (since he is representing your company and, as you said, taking care of customers), is APOLOGIZE, take RESPONSIBILITY, Take ACTION by maybe looking it up in your system of what they did, or ask Karl or the mechanic. And find out and tell me the problem and possible solution to the problem. And perhaps, ENCOURAGE us to come back(Instead of [redacted] telling me to look for another mechanic shop). That's what I think is a simple good and effective customer service. But, that's not what he did. Instead, he wants me to step out of the shop. I wasn't screaming at that time. I am not very good in English, and I want him to understand clearly my inquiry. But I am very very upset, that turned into frustration, that all I can do is ask questions. Contrary to what he said, not giving him time to acknowledge my concern, I gave him all the time to every question I ask. But Instead of giving me the right answers, he said, he's going to call the police, I told him to go ahead and call. I felt that if police is present, I would even get more answers to my questions. I vehemently deny his accusation that I verbally assault him. I found out now that He's not only very rude, but also a liar. If [redacted] would have explained to me everything you have explained here, regarding all the repairs and diagnostics,it wouldn't have gone too far. and it would have settled everything right then and there. Regarding [redacted] priority service, while I do understand that you gave out Saturday, 8am appointment to 13 customers, but we were there 7:45am. And there were no cars waiting. As soon as Karl opened the shop, we were the first to come in and checked in, and surrendered my key. Are we suppose to be first in line for the [redacted] Priority Service since, we came in first,with nobodyelse there, and we did have appointment? Yes or No? We were very surprise that when we came back, my car is still at the parking lot, and all others were already inside the shop.I told [redacted]e that I am going to wait until my car is fixed. He said, I am not allowed. And his excuse is, I am verbally assaulting him. There was no verbal assault, no screaming, and no "F" words. Otherwise, he would have just really called the police, instead of just threatening me. So, are you confirming to us that, because it's free of charge, you don't issue job order receipt for customer's (future) reference? Is it as simple as telling us in the future " we didn't do that" because we don't have any evidence/paperworks to show past history of repair from your company? We were driving minimum of 65mph on a freeway in I-80 east, with all the cars behind us when my car shut down, and car behind us honked their horn, almost causing us an accident. I even told[redacted] to put his shoes in my shoes, for that moment, so he knows how I feel. As I quoted you in your reply, "Our technician may have inadvertently dislodged the connection", does that mean, you are amenable to this error, that may have cause us an accident at the freeway? When I said, " they rip me off..", I thought I was wrong to say that. Until I read all the the reviews at yelp.com about your company. Maybe, I was right,after all.Again, I vehemently deny all of [redacted] accussation especially verbal assault and saying multiple "F" word. Because I never said a single word of that and I didnt verbally assault him. Final Consumer Response I would like to request for the following:1) a receipt/job order of the last repair, your office, Roy Foster's Automative, did to our car, last November 21, 2015. I do understand it's free of charge, since it's a technician's error, as I quoted in your explanation, "Our technician may have inadvertently dislodged the connection". But since I keep track of all the repairs and maintenance of our car, I do need a copy of that job order for our file/record, and for future reference, as well.2) a copy of the surveillance tape. This is all.Final Business Response work order the Consumer has requested