Sun City Exxon

I have reviewed the response 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.

I reviewed the response from [redacted] his answer is not quite how everything went down.  First the problem was not figured out for several days, second I would never had given permission to do anything if I knew there would have been a charge, no charge at the beginning means no charge.  Third I tried to make arrangements to pay [redacted] in payments and he refused said he needed to be payed in full.  Forth he stated he would see what he could do and get back, never heard anything until the towed [redacted] letter.

He also tried to contact me at 1:05 PM on Tuesday 11/11/14 left a message he wanted to work out the problem but the $300.00 would not go away.  Why is he willing to work things out at this time and not weeks ago when I made the offer?  When I stated I would pay the bill over 2 or 3 months I felt at the time the charge was against what was stated and feel that today.  I wanted to prevent a situation like we have now.  If he is willing to work a agreeable resolution through the Revdex.com that I can except I will consider resolving the matter.

Regards,

First of  all   all it  needed  was  alternater   replace he  felt all this  other  things  that  was  needed , such as  upper  radar  hoses  and  lower  rader  hoses , a new  radaier cap  needed  to be  replaced  when it didint  need to, He told me  on eof the  fan belts  needed to be  replaced  turns out , they didnt give me  a new one on , they just put old one on , after  my car  got  repaired I still was  having problems with my car , I had  a radar  leak and on top of that thy put the wronge coolant in the car . If the  car  was  so  fixed  why  did  I have to take  to [redacted]s , if I would  drove it  like  was  I would  had  ablown  engine . No  No I disgree   with business  owner  comment , they need to closed  down or  investigated  better .
 
I taken  my car  to [redacted]  [redacted]  and  they shown  me the  belt  replaced  wasnt  new . I had  to pay  out  another  200.00  to get  my car  fixed   and I had  to  get  rental  care  so it  could  be  fixed properly ,

RE:  complaint from [redacted]Ms. C[redacted] brought her 2001 Dodge Van into us to check out 2 items:  a check engine light and a rubbing sound in the rear end of the vanI spoke to [redacted] and told her we would check it out and then get back to her.  When I called [redacted] back I informed her that we had found out the following:1)She needed a differential service2)Her R/H axle seal was leaking and needed to be replaced3)Water Pump was seeping and there was signs that it was leaking at some point4)Transmission mount was broken5)The check engine light was on due to the fact an evaporative emissions code was set6)Rear Brake drums were out of round, so we suggested replacing themSo, I gave her pricing on it all.  I also told her that we do not charge a diagnoistic fee and that as far as the evap emissions code that it coiuld be either a gas cap, evaporative line, or the sending unit on the top of the tank that could be cracked.I did explain to her at this time, that the easiest and cost effective approach is to replace the gas cap with an OEM gas cap and it may fix the problem....she gave us the go ahead on the gas cap knowing this explanation.As far as the other items, she gave us the go ahead to do all but the water pump and the transmission mount.We ordered the parts and the technician got started on the job.....about 15 later [redacted] called and said that she now did not want to do the rear brake drums and only wanted us to do the axle seals.  I in now way yelled at her, as she falsely stated.  I did explain to her that due to the fact we were not doing the brake drums that the fact that she had the noise before, I could not provide a warranty that the noise would go away......she was upset and could not understand that fact.I did try and tell her when we diagnose a car and it's problems, if a customer chooses not to do the entire job, it leaves us as technicians exposed to not repairing the problem at hand.  She said that did not matter and she only wanted the work on the axle seals done.So, I sent the drums back and we only did what she asked.Her memory of the actual transaction is not very credible due to the fact she states over and over that I yelled at her, and that we were trying to sell her items she did not need.We are a AAA rated Top Shop and have been for over 10 years and are very proud of our reputation.  All of our technicians are ASE Certified and each have over 10 years experience individually.  I am 100% confident in their ability and their decision making.  If they check out a vehicle I am 100% confident that once we repair the vehicle it is completed with the upmost skills.  We do carry a lifetime warranty on parts and 12 mos/12000 on labor and we stand by that warranty 100%.On the issue of the differential service, I'm not sure who she is talking to, but yes we can do a differential service on the van.  There is nothing proprietary to the differential on her car that makes it a fact that only the dealer can do that type of work-she is obviously speaking to someone who is very uninformed and unfamiliar with the vehicle.Due to the fact [redacted] states she still has not been able to solve her issue after 3 mechanics leads me to believe she cannot trust another person working on her car.I will not refund any monies to [redacted] due to the fact:1)We repaired what she asked us to repair2)She did not let us complete the repair in it's entirety, and due to that fact, she know and signed the invoice stating there was not warranty either expressed or implied that we had completely fixed her issue on the rear end

I have answered this complaint before....pls review past history on my account.....if you cannot find the answer I will resubmit...just let me know.Thank You.Ray S[redacted], ownerSun City Sinclair/Sun City Exxon/Sun City Towing

This customer came from our towing company...one of...

our drivers damaged the customer's oil pan and we paid for the repair to be done.  No out of pocket money from the customer at all.  It took us a while to find the correct oil pan, but we never received any type of calls from the customer on urgency about the vehicle.All the damage that was done was the oil pan and that is all we replaced.  The customer is now wanting us to fix all her issues.  The vehicle is an older car with many other issues.  We have gone above and beyond by replacing all items that we damaged.Thank You.Raymond S[redacted], Sun City Exxon, Sun City Towing

I do not accept the response because it does not address my complaint. The most important part of my complaint is that I requested an estimate and never received one. Mr [redacted] states that I was apprised of the situation and the total cost to do both sides. The problem with that statement is that I was well aware of the situation. I was the one who broke down and called the tow truck. Even though the car couldn’t be driven, it could be towed. If I would have been told that the cost to change studs would be more than $120 I would have had my car towed elsewhere. I asked for an estimate when the car was to be towed into the shop. I was assured by the driver that he would leave a note stating that I wanted an estimate. I called the next morning and was told that the person I needed to talk to would be there in about 30 minutes and would return my call. Two hours later around 10am I called again and was told that someone was getting parts they would get back to me. I stopped in around 10:30am and was told that everything was very hectic and the person getting parts was not back yet. Again I asked to be called with an estimate. I was never told the cost until I received a call stating that my car was done and that it would cost $174.  When I asked why it cost so much, then I was told they charge $120 per hour for labor and that they markup parts. I asked why I didn’t get an estimate, I was told that they were very busy and that when I stopped by even I was busy. I explained that I had purchased studs and lug nits before and that they are only $2 or $3 each. After speaking with Sun City Exxon, I called the Chevy dealer to see if the parts cost that much. I was told that they were discontinued. I called [redacted], [redacted], [redacted], and [redacted] to get an estimate on replacing 4 studs and lug nuts. None of the shops took more than 5 minutes to give me an estimate, the prices ranged from $75 to $120. When I called back to complain I was told that the manager was off till Monday and the owner was out of town. I called back on Monday to complain. I talked to [redacted] and he did not think I had a valid complaint, so I ask to someone else. The next person agreed with [redacted], so I decided to file a complaint. I am willing to pay the $120 per hr for labor but I am not willing to pay $50 for parts that cost $20. [redacted]

OK...After reading the response, customer does not want to pay $50 in parts so if I use his figures, I have got the following:$120 labor$20 parts$5 shop supplies$1.30 sales tax.Ttl due:  $146.30...we charged him $174.24...we will give him a refund of $27.94.Will need a forwarding address for the refund.Thank you.[redacted], owner - Sun City Exxon

This company is HORRENDOUS. Completely unprofessional. My car got a flat tire (and has no spare tire) so I called Hyundai Roadside Assistance because they will send a towing company out for free. Hyundai assigned Sun City towing to the job. When I called Sun city Towing later that day to confirm the car was picked up, the gentleman I spoke to said he would have to call me back. I never received a call back. The next day, I called the Hyundai dealership to see if my car was there and they confirmed that it was NOT. So, I called Sun City Towing again to confirm the vehicle was picked up and the woman told me she would try to contact the driver to confirm and she would call me back. A few hours later I had not received a call back so I called them again. I spoke to the same woman and still no one could tell me if my vehicle was ever picked up. The woman asked me to hold while she tried to confirm (again). I sat on hold for 15 minutes. I hung up and called back. The same woman answered. She told me she wasn't seeing an order for it. Then the line went silent and a guy picked up. I asked who I was speaking to and he said his name (I can't remember) and that he was a driver for Sun City Towing. I asked if he was the driver from the day before (wondering why I was connected to someone without even knowing who he was) and he said he was NOT the driver from the previous day and that he was actually off that day. I asked him why I was connected to him and he told me everyone was trying to find out what happened with my car. I asked him what the status was and he asked for my name and number and said someone would call me back. I refused to hang up because at this point, no one could tell me where my car was and it had been sitting in a parking lot over night unlocked with the keys in it! So I asked him if they could send another driver out there to check if it was ever picked up and he told me all the drivers were busy and that someone would call me back. I refused again and asked to be connected back to the office. He refused to connect me and said he was getting another call and had to go. I proceeded to tell him that this was a big deal...that Sun City Towing LOST MY VEHICLE and no one could tell me where it was and I wasn't going to accept another "call back" from them. I finally hung up and called Hyundai Roadside Assistance to have them send out another tow company to check if my car was still there. they sent another company out and see if my car was still there and when that other company got to my car, Sun City Towing had one of their tire repair trucks out there trying to fix it real fast before anyone realized they messed up. The other tow company asked Sun City Towing to move so they could actually tow the vehicle and Sun City Towing refused. Eventually, Sun City Towing left and the other tow company took care of it.

In summary, Sun City Towing did NOT pick my car up, could NOT confirm if they ever did pick it up, then tried to cover their mistake when they realized they NEVER DID pick my car up. I left my car in a parking lot unlocked with the keys in it for them and they left it there overnight and most of the next day. And when I called them to resolve the issue, there was NO urgency on their part! Absolutely ridiculous. I told Hyundai to never ever use them again and I hope they don't. What's more is when I spoke to the other towing company and told them the situation, without even knowing which company I was having issues with, they asked if it was Sun City Towing. I said yes and asked how he knew that and he said he hears a lot of complaints about them but no one ever files official complaints so nothing ever gets done. So here I am, speaking for what I'm sure is many many dissatisfied people. Sun City Towing should not be in business. Please look into this. My car could have been stolen. My house keys could have been stolen...They acted like it was no big deal and tried to cover it up. I can't believe they are still in business.

On the above referenced matter, Mr. & Mrs. [redacted] are the legal owners of [redacted]., dba Sun City Sinclair, Sun City Towing.   We purchased the business from [redacted] & [redacted], i.e. ** & [redacted]. effective May 7, 2014.  The matter that...

presents itself before the May 7, 2014 date has no bearing on the [redacted], Inc. owners.  Any matters after that effective date are the responsibility of [redacted], Inc

Our first dealings with Ms. [redacted] occurred when she contacted one of my employees, Mark [redacted].  She had instructed him that she was going to purchase a used engine and that she wanted our company to install it.  Mr. [redacted] informed Ms. [redacted] that our company would purchase the used motor, and that way we could provide her with a warranty.  She agreed and we ordered the motor from one of our vendors.  Her vehicle was a 1994 Chevy K1500, pickup 4x4, extended cab.

On May 23, 2014, Ms [redacted] brought her vehicle into our shop to have the motor replaced and we completed the work on 6/4/14.  The total due at that point was $3449.06, and Ms. [redacted] and our company agreed to the following:  $1700 down(paid $700 cash, and $1000 credit) with the following terms:  $250 to be paid every 2 weeks until the balance was paid in full.  Our warranty as stated on the work order was 2 years, with unlimited mileage.  She picked up the truck on 6/4/14 and brought it back to us within 2 days explaining to us that she did not pass emissions.  We suggested that she drive the vehicle a few more days, (and put about 50-75 miles), through another drive cycle that way it would be ready to go through the emissions test.  About a week later, Ms [redacted] called us and said she heard a rod knock coming from the used motor.  We asked her to bring it in and we had one of our technicians check it.  Upon examination, we concluded that the used motor we had just replaced, was defective.  

We told her that she would need to leave the vehicle with us and that we would gladly replace the used motor with another for no additional cost.  We placed the order with our vendor to get another used motor and they told us we would have it within 3 business days.   After the third day, we received the used motor, and upon inspection refused the motor due to the fact it looked as if it had leaking valve seals and asked the vendor to send us another.  They agreed, but told us that it would be another 5-7 business days to get another.  We agreed and made Ms. [redacted] aware of the additional time in order to get another used motor.  After waiting about 10 business days, the vendor finally got us another used engine and we started putting the used engine into Ms. [redacted] truck.  We completed the work and the truck ran great.  Ms [redacted] picked up the truck and again instructed us that she did not pass emissions.  We told her she would need to install a catalytic converter in order to get passed emissions and she agreed to have us install it.  We agreed that we would add this total to her bill and the additional cost would be $282.40, and at that time she gave us her first and only payment.  We have received to date $250, which was dated, 7/18/14.   She again, failed emissions by 1/100th of a gram of Hydro Carbons, so we instructed her to bring it to us and we would make an adjustment to get her to pass, since her readings were so close.

So a few weeks went by and Ms. [redacted] said she would try to get it to us, but that she needed it for work, so she would have to try and schedule that with us.  After about a week, Ms [redacted] called us and told us that her vehicle was shaking violently as she drove it.  We gave her our towing company’s number and we had it towed to our shop.

Upon inspection, we found that Ms. [redacted] truck had developed a leak in a transmission line and had leaked out a lot of transmission fluid and she had continued to drive it without any transmission fluid in it and had burned up the transmission in her truck.

We called Ms. [redacted] to our shop and physically showed her where the line had broke and told her of the situation.  She immediately told us that we had caused this situation and that we were entirely responsible for the repair.  We told her that we had replaced the motor and had nothing to do with the transmission or lines to the transmission.  

She said that we had replaced the transmission less that a year ago and that we were responsible, but after further examination, she found out that she was incorrect and that she had the work done at another repair facility. She found out that she had replaced the transmission with [redacted], but it had been over the 1 year warranty period.  She also found out that even if it was under the warranty period, she would have not been covered, due to the fact that she was ultimately responsible for keeping fluid in the transmission.

Upon finding out that she needed a transmission, she stopped taking my calls for payment and instructed me that she would no longer paying for the engine work.  A few weeks went by and I called her asking for payment once again and at that time she told me that she had changed her mind and that her father was going to lend her the money to pay me and put a transmission in her truck.  She told me that if I could wait until Saturday, September 13th, she would come in and pay me and tow her truck to [redacted] to repair her transmission.  I agreed and had her word that she would do as she told me on the phone.  

She never showed up on Saturday morning, so I called her at 4:00 pm and left her a voicemail instructing her that I would wait another hour for her to show up, but she never did.  The next morning Sunday, September 14th, she showed up with her significant other and started taking everything out of her truck including all paperwork, tools, and tool boxes.  She told me that she no longer wanted the truck, had no interest in keeping it or paying me, and that I could file for title because she was no longer planning to keep it.  

I called my towing company, Sun City Towing, and asked my dispatch manager to tow it to the tow yard and file for abandoned title.  He has done so, and we are now in the proceedings of trying to acquire an abandoned title to secure the vehicle to resell to recoup our expenses that we have accumulated in this horrible and lengthy matter.

Due to the fact that Ms. [redacted] has not fulfilled her obligations of the contractual agreement or has no intention of keeping the vehicle we have now filed for title to secure our financial obligations due to the parts and labor our company has been due.

Please feel free to either call or email me to discuss this matter further, if need be.

Thank You,

[redacted], Owner Sun City Sinclair, Sun City Towing

Can't really understand from her dictation what she is wanting us to do.  We only charge customers for parts & services, and our warranty is tops in the industry, i.e. lifetime warranty on parts and 1 year on labor, so if there is something that was to be covered under warranty, as I said before, we stand 100% behind all of our work.
We would be more than happy to look at any outstanding issues she may have.   As far as selling radiator hoses, we only alert customers about maintenance items if they are not in good working order.  The radiator hoses were probably original and were very soft.
We are a AAA rated Top Shop and as I said before, we will stand behind our work 100%.
Thank You.
Raymond S[redacted] owner
- Sun City Exxon
-Sun City Towing

Ms. [redacted] called my place of business and spoke to one of my employees and the first question out of her mouth was for the employee to give her our insurance companies information.  He then gave the phone to me and I spoke to Ms. [redacted]
 
She said that either the tow truck driver or one of my shop employees had damaged her car when we had it in our possession.  I told her we could not have damaged the car at our place of business because we had put everything back the way it was when it got to our shop.  She then said it could have been one of our drivers....then I said that our drivers would not touch her hood only underneath the carriage.  It seems to me as if she is trying to get someone to pay for repairs that she was needing before she got to our shop.
 
Very combative and we cannot communicate with her very well.......Again, I would be willing to try and help her get her vehicle repaired at a reduced rate through our company.
 
 
Thank You.
 
 
Ray S[redacted]

I have reviewed the response 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.1)  It is generally regarded that when an individual raises their voice to a loud volume and speaks over another, to be yelling. Dictionary, to yell: (verb) to cry out or speak with a strong, loud, clear sound; shout. With this definition, he certainly did yell at me. Repeatedly. 2)  I did not ask him to diagnose anything. I told him I have a check engine light on, which I have already had checked and it is a problem with the evap. system. I need to get a smoke test done because my regular mechanic does not have the equipment to do it. Ray then suggested I change out the gas cap, as that is usually the problem. I advised him that I had done that. When he called me later, he said I had the wrong gas cap on it and needed one from the manufacturer, and that should do it. I said that if he was sure that's all it needed, a new gas cap would be fine.3)  I also told him I had a scraping noise in the rear end of the van and that my regular mechanic had already eliminated everything but the differential so that needed to be checked. In response to this, Ray said I needed to have the differential serviced, lines and seals replaced and the brake drums replaced. I did say okay to this work, then called my regular mechanic about the brake drums, as they did not advise me of this and could do that type of work. They let me know they did check the brake drums and I did not need to replace them. They also confirmed that we had eliminated them from the cause of the scraping noise we were hearing in the back end. I immediately called Ray back (less than 7 minutes by the phone records of my company) and told him not to do anything with the drums. At that time is when he raised his voice in told me he'd already ordered the parts. I suggested he call back and cancel the order because I didn't want extra work done on my vehicle. I only wanted him to do what was needed for the differential. He then told me that he was going to charge me for the labor anyway and was not going to guarantee his work. I asked why he wouldn't guarantee his work on the differential when the drums had nothing to do with it. I also asked why he wanted to charge me for labor on work they weren't doing. His response was that his mechanic had already removed the drums. I said I would not pay for work that was not done. I later spoke with my regular mechanic and 7 minutes was not enough time for a mechanic to remove both drums from my van, that they had to have removed them prior to calling me about replacing them. this was verified by two different mechanic shops.Contrary to what Ray says, I did not at any time asking him to go "looking" for the noise, nor did I indicate that I didn't know what the check engine light was on for. The water pump had nothing to do with either issue and to suggest I replace a water pump that was not leaking and had no issues what so ever is to me asking me to pay for parts and labor that is unnecessary.As to his comment that I took my vehicle to 3 mechanics for the differential is incorrect, and irrelevant. I took it to him and when he failed to repair it, despite his "service" and replacement of lines and seals, I took it to another mechanic, who said they did not have the right tools to work on it, and that the dealer is likely the only one who can work on it. However, I then took it to a specialty shop who actually bothered to open up the differential and I had the bearings replaced. It is now in fine condition and under warranty.Normally, I would simply return my vehicle back to the mechanic to rectify the situation, however, due to Ray's hostile attitude, his threatening over tones, i.e. “if you like that van you'll pay every penny", and basic disregard for proper customer service and, at times, even basic civility, I will never return my vehicle to his shop.I will however, agree to pay for the gas cap, as that genuinely was approved by me, although I should have just stuck to my guns and had him do the smoke test that I asked for. And I am also willing to pay for the parts ONLY, for the lines and seals, as I have no proof as to whether or not his crew did or did not replace them.However, I stand firm on my request to be reimbursed for all the labor charges, the extraneous shop supplies fee (no other mechanic has ever charged me, or anyone I know this fee) and related taxes. In total I am requesting a total refund of $375.55.I strongly feel that Ray and his shop takes advantage of the senior citizens in this community by doing what he did with me. He bullied and threatened me so that I would pay a bill that was not fair or correct so I could get my van back.Regards,

Ray S[redacted]

Sun City Exxon

[redacted] Bell Rd

Sun City AZ 85351

Unfortunately the 2000 Toyota Corolla broke down on Saturday June 11, 2016. The car was towed to Sun City Exxon, Owner Ray S[redacted] who told us that the car would cost almost $700 to repair.

Also Ray S[redacted] said because the day is a Saturday, he would be UNABLE to order the part until Monday, but He could try to get the part early in the week.

Well my wife and I decided that because Ray S[redacted] of Sun City Exxon, could not do anything until Monday June 13, 2016 anyway, we would do some research.

Later that same day, yesterday, Saturday, June 11, 2016, we discovered that our car, the 2000 Toyota Corolla is valued at less than what the repair would cost and decided not to fix the car.

Today, this morning,Sunday June 12, 2016, we made arrangements to tow our car from Sun City Auto, Ray S[redacted] said that, the only way we could tow our car from his shop today, Sunday 12, 2016, was to pay him almost $700, even though the car was still broken, no parts have been ordered, and the car had only been at his shop over night, not to mention NO repair authorization was given.

Even though this situation only started just a few hours ago, Sun City Exxon and Ray S[redacted] have been a total "Nightmare".

Sun City Exxon

[redacted] Bell Rd

Sun City AZ 85351

Peoria, AZ

My sister and her husband called for a tow to a repair shop we had already chosen. Whoever they spoke with tried to get us to go to their repair shop which I believe is Sun City Exxon. We felt that was very deceptive. When the tow truck driver got here he was joking about what the negative names of the cars meant. He handed me the book to write my information and took the key to load the car up and I went to sit down. When he started the car I immediately got up and asked him to shut it down, He didn't I approached closer and asked him to turn it off and to please get out of the car. He didn't. I was only being louder because of the distance and the car running so he could hear me. When he did not shut it off or exit the vehicle I got very upset. I felt I had explained to him enough of the problems that he would not turn it on and push it out. He did not ask if it was able to be driven or turned over. When I was trying to talk to the person who my sister spoke with named ray the supposed owner of the company I got Rob. When I tried to explain to him what was going on I was met with a very rude attitude and that he stated you could turn it over with a water pump issue. As I tried to explain that there was more issues that just that I was cut off and told to calm down. No matter how we talked to him he kept saying I am not going to help you until you calm down. We were trying to speak Ray not him anyways. When my sister arrived she told the tow truck driver not to drive off because she wanted to talk to his boss while he was there but he left screaming about me. I feel that he deliberately turned it over to cause more damage to the vehicle because we were not taking it to their shop! The book even says not to turn it over until certain steps had been done. The next tow truck driver and the several others I had called stated he shouldn't have started it without first asking if that was ok if at all because it was being towed and obviously could do more damage to the vehicle engine and that they don't even turn it over. It is right now in a shop being diagnosed which is going to cost us more to see if more damage was caused and a complaint will be filed at that point if there is more damage.

I have reviewed the response 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]e [redacted]

Mr. [redacted] did have his vehicle towed into our shop and was left inoperable behind one of our service bays.  The vehicle was not driveable due to the fact that the passenger front tire was flat and the wheel was being held on by1 of a total of 4 nuts.  Upon review by one of our service...

technicians, we found that it needed a total of 4 wheel studs and 4 lug nuts to operate the vehicle in a safe manner.  Due to the fact the vehicle was inoperable and unsafe to drive we had to install the studs and nuts in order to move the vehicle.  The service advisor ordered the studs and lug nuts and completed the repair and actually only charged only half of the labor cost to do the repair due to the fact it was towed in and then the cus[redacted]er was apprised of the situation and the total cost to do both sides.  The cus[redacted]er agreed to the price of the one side and stated not to do the other wheel.  The cus[redacted]er paid for the repairs and then called after the fact and told us we should have not done the repairs due to the fact he could have bought the items for only $2.  I was out of town during the timeframe the vehicle was in the shop but I did speak with him after the fact.  I told him that we markup our parts due to the fact we are a for profit corporation and that my manager, [redacted] had only charged him for half the labor.The next thing I know he is writing you a memo to discuss the service.  We are a triple A rated shop and I stand by my manager and employees to do quality work for a very fair price and that is what we did for Mr. [redacted], under the circumstances of how the vehicle was brought in.[redacted], owner-Sun City Exxon

RE:  complaint from [redacted]Ms. C[redacted] brought her 2001 Dodge Van into us to check out 2 items:  a check engine light and a rubbing sound in the rear end of the vanI spoke to [redacted] and told her we would check it out and then get back to her.  When I called [redacted]...

[redacted] back I informed her that we had found out the following:1)She needed a differential service2)Her R/H axle seal was leaking and needed to be replaced3)Water Pump was seeping and there was signs that it was leaking at some point4)Transmission mount was broken5)The check engine light was on due to the fact an evaporative emissions code was set6)Rear Brake drums were out of round, so we suggested replacing themSo, I gave her pricing on it all.  I also told her that we do not charge a diagnoistic fee and that as far as the evap emissions code that it coiuld be either a gas cap, evaporative line, or the sending unit on the top of the tank that could be cracked.I did explain to her at this time, that the easiest and cost effective approach is to replace the gas cap with an OEM gas cap and it may fix the problem....she gave us the go ahead on the gas cap knowing this explanation.As far as the other items, she gave us the go ahead to do all but the water pump and the transmission mount.We ordered the parts and the technician got started on the job.....about 15 later [redacted] called and said that she now did not want to do the rear brake drums and only wanted us to do the axle seals.  I in now way yelled at her, as she falsely stated.  I did explain to her that due to the fact we were not doing the brake drums that the fact that she had the noise before, I could not provide a warranty that the noise would go away......she was upset and could not understand that fact.I did try and tell her when we diagnose a car and it's problems, if a customer chooses not to do the entire job, it leaves us as technicians exposed to not repairing the problem at hand.  She said that did not matter and she only wanted the work on the axle seals done.So, I sent the drums back and we only did what she asked.Her memory of the actual transaction is not very credible due to the fact she states over and over that I yelled at her, and that we were trying to sell her items she did not need.We are a AAA rated Top Shop and have been for over 10 years and are very proud of our reputation.  All of our technicians are ASE Certified and each have over 10 years experience individually.  I am 100% confident in their ability and their decision making.  If they check out a vehicle I am 100% confident that once we repair the vehicle it is completed with the upmost skills.  We do carry a lifetime warranty on parts and 12 mos/12000 on labor and we stand by that warranty 100%.On the issue of the differential service, I'm not sure who she is talking to, but yes we can do a differential service on the van.  There is nothing proprietary to the differential on her car that makes it a fact that only the dealer can do that type of work-she is obviously speaking to someone who is very uninformed and unfamiliar with the vehicle.Due to the fact [redacted] states she still has not been able to solve her issue after 3 mechanics leads me to believe she cannot trust another person working on her car.I will not refund any monies to [redacted] due to the fact:1)We repaired what she asked us to repair2)She did not let us complete the repair in it's entirety, and due to that fact, she know and signed the invoice stating there was not warranty either expressed or implied that we had completely fixed her issue on the rear end

[redacted]This is the first I have heard of any event with this vehicle.  Unfortunately, all we do as part of the service is give the customer an option to tow it to our facility and we provide for a free diagnostic.  It then becomes customer decision if they would like to get...

the work done.  In this case, she decided to not get the work done and we towed her vehicle out to her destination of choice.  We did not damage her vehicle as all we did was a diagnostic.  My tow manager did get a claim from State Farm for damage she alleged we did, so it seems as if she is now trying to get compensation from 2 different sources. 
I would be more than happy to check the vehicle, but it sounds like she is adamant about not having us check it.   With our hands tied, not much we can help her.
I would have expected to hear about this claim weeks ago if we indeed do some type of damage.  This was back in August and we are just hearing about it now at the end of October????

As Ms. [redacted] stated her car was towed into our shop.  Mr. B[redacted] our service manager, did have her vehicle checked out and we called Ms. [redacted] on the only phone number we had which was her phone.  We had no idea that she was under any medication at the time.....we...

told her what we had found out with the vehicle and she verbally approved all the work to be done.It is unfortunate that her sister had had a bad experience at this shop before, but it was probably from the old owner, as we owned this facility for about 1 1/2 years now and many of our customers are ecstatic that we have taken over.   We get many, many accolades from our customer on quality, customer service, and pricing.  With that said, we carry a lifetime warranty on parts and 1 year on labor, so if she had any issues whatsoever, they would have been covered 100%.  We are not in the business of ripping people off, but to provide a service to help people with their automotive issues. 
It sounds as if her daughter was very agitated that we had done the work without her knowledge.  Ms. [redacted] was very happy when she picked up her car, so we were a little surprised when we received this letter.
I would be the first to tell Ms. [redacted] that we will cover any repair that was done to her car 100% if we did the work.  Again we stand behind our work and we will cover any of our parts/labor 100%.
She can deal with me direct, Raymond S[redacted] owner.

Dear Sir or Madam:

[redacted] vehicle was towed into our shop not running.  We diagnosed it as a possible timing belt.  [redacted] gave us the OK to tear down and replace the timing belt.  After tearing down we did notice that the vehicle did have internal...

mechanical damage, i.e. at the very least a valve job and machine work to get the vehicle running again.  [redacted] said he wasn't sure if he wanted the work done and would get back to us within a few days.  After a week, I called [redacted] and was unable to reach him for about 2 weeks.  Upon finally reaching him, he said he did not want to do the work and said he was going to try and get rid of it.  I asked him if he had clear title on the vehicle and told me yes that he did and I told him I would offer him $300 the way it sat to purchase it from him.  He said that sounded good and that he would look for the title on the vehicle, because he did not have it.  About 3 weeks went by and I finally got a hold of [redacted] again and told him that I was still awaiting the title, and then he said that there was a title loan out on it.  I told him that he owed me $300 for the tear down time and he told me that he did not have that money.  I did tell him that I was going to send it to my tow lot for the mere fact that we were completely out of room and never heard back from him.  I did inform him that I could not keep the car on the lot and that I needed to pay the technician for the work he had approved.  Never heard back from him and now we are trying to secure title on the vehicle to recoup our labor and storage costs.

I have tried calling [redacted] to no avail.

[redacted], Owner

Sun City Sinclair