Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] I remember that that I was told the car would be fixed for price stated and put back in working orderI remember all the important points very clearlyI have no faith in the manager who told me unacceptable thingsThe car was not fixed the price charged was nutsEverything I heard from them made no senseIt should not take three days to flush a radiatorI think they are joke and need to talk to someone at the cooperation that will listen
I have not been in yet today, because I work M-F hours.? I will be in this evening around 5:30pm.? I have already paid for the new spark plugs at KIA, which cost me MORE THAN the ones purchased from Bob Sumerel.? I expect a full refund for the spark plug service I received in June 2016, which was approx$160.00.? I will bring in invoices from both services.? Thank you
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below First, I WAS told by their mechanic on 08/20/(my second Attempt at having this fixed)that he had checked the Chevrolet Technical Service Bulletin and thought it was a sub-frame issue and was likely not reparableAlso, the only test drive I went on was on that Saturday the 20th, the car was not test driven on the 15th as the business stated in their responseThis company has made statements to the Revdex.com.Second, I have given them three chances to repair the car; there will not be a fourthIn the business response there is no apology offered nor is there any offer to provide me with reasonable accommodation regarding a rental car even if I was willing to let them work on the car againFinally, I would like to see proof that all of the parts they replaced were badIf they had checked the dealer TSB before attempting to diagnose the problem I would likely not be out $Their negligence is at the root of this issue; the torque struts are sold in a pair and can be purchased for approximately $They had the car for five days on their third attempt and the couple of hours of labor should have never taken that longI am requesting some reasonable financial compensation due to their negligence and the expense I have incurred throughout this processThank you, [redacted]
The BSTS regional manager over the location in this complaint has reached out and talked with the customer.? The type of behavior that the customer describes is not acceptable.? The employee in question will be handled internally.? Our regional manager and the customer have agreed on an acceptable remittance for this incident.? We are truly sorry for the actions of our employee and hope that the customer will continue to come to us for his automotive needs[redacted] Corporate Risk Manager
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below I made it clear in my previous response that I have given Bob Sumerel three chances to repair the car and there will not be a fourthAt this point I believe it is in everyone's best interest if we terminate our business relationshipI have been waiting for this issue to be resolved so I can take the car to the dealer where I should have gone in the first placeWhile I appreciate the offer of a rental car and the assistance of their master mechanic, I do not see that working outIf they do not find the problem then Bob Sumerel is out the cost of the rental car and the laborI am going back to the dealer for several reasonsFirst, Bob Sumerel had to consult the dealer TSB, so if they had to consult the dealer then so should ISecond, the car has a powertrain warranty and if the problem is found there then it is Chevrolets responsibility, also if it is a frame issue then that is Chevrolets responsibility as well Since Bob Sumerel has offered to provide a rental car and another mechanic I think a compromise is in orderIt will cost me approximately $for Chevrolet to diagnose the car, in addition I will need to rent a car while the diagnostic is completed and pay for any additional expensesI am willing to resolve this issue if Bob Sumerel will refund the labor cost of $and I will absorb the expense of the parts that were put on the car that did not resolve the problemI feel this will save Bob Sumerel the cost of renting me a car and the additional labor expenseConsidering I have asked for a refund of $I feel that my request for a refund of the labor is fair and equivalent to the expense Bob Sumerel would incur in rental car fees and labor expenseThank you, [redacted] ?
Dear Revdex.com: ? We are in receipt of the complaint by Mr [redacted] in regards to our BOGO oil change promotion.? We have attached the 2/24/invoice for his original oil change under this promotion.? It clearly states in the description column that he must present the original receipt by May 31, to get a free oil change.? ? Our employees do care about our customers but couldn’t give him something that he was not entitled too.? However, as a gesture of good will, we will give him one (1) standard oil change if he brings his vehicle back by July 25,
Thank you for forwarding this incident to our attention.? The customer has also been in touch with our member relations departmentThis vehicle has not been maintained, still has O.Ehoses and belts, vehicle is years old and 166,miles on itShould have been changed at least once if not twiceThe van has four warning lights on (ABS, Air Bag, Low Oil and Traction control ).? The Work Order we have the says the customer "Sees and smells coolant, temp gauge went up to ¾ on the way here, was higher at stops and went down when driving." Ben is the store manager and advises this sequence of events:? Customer called and said his vehicle was overheating and he would like to bring it in to have us look at it.? He also said that if it was anything major, to take it out back and shoot it.? He drove the vehicle in and said that at every stop light, the temp gauge would rise, until he got going again, and then it would drop back down.? Upon initial inspection the tech noted the vehicle had no coolant in it due to a hole in a coolant bypass hose.? We replaced the hose and added gallons of coolant, which immediately turned into a mud color, a sign of past coolant system neglect.? Unfortunately the coolant continued to boil out of the radiator, telling us the engine had an internal issue such as a bad head gasket.? I called the customer to inform him of this and left him a message to call me back, because he did not answer.? When he called back, I gave him the news, and he said something to the effect of “if one more bad thing happens to me, I’m going to lose it.” I was put off by this comment and didn’t have a response to it.? He then told me that it wasn’t doing “that” before he brought it here and asked if it was something we didI explained that when working with a cooling system with a leak, that the first step is to fix the leak, and then recheck the system, because we have no way of knowing if there is any other ? ? ? ? ? ? ? ? damage to the engine until the cooling system is sealed upHe said he had to think about what he was going to do, and got off the phone.? A couple of days later he called in the morning and told him he had contacted AAA customer relations but wanted to clarify what happenedAt that point he told me that the car had never overheated and that it was completely fine before he brought it here, and now I am telling him that it needs and engine.? I replied with a “yes” He asked what I was going to do about that, and I said unfortunately there is nothing I can do, and that this is sometimes the nature of the beastHe then told me that our corporate office was calling him back, and that he had to go.? This was the last I heard from him.? The customer has paid us nothing at this point, and I had planned on not charging him for the hose repair, and letting him have the van back at no charge.? Ben referred this issue to his regional manager after the customer said he had to go.? He and the manager decided to give it back to the customer at NO CHARGE ? but he never called back ? We would be glad to help him with this unfortunate problemThere was no way for us to tell this had an internal engine failure until the cooling system could hold coolantIt had no coolant when it came into our shopThis is a vehicle that we needed to repair the obvious leak first and then recheck for other problemsMore than likely the internal engine issue is what blew the bypass hose, but with? hoses that are years old and 166k miles on then they could have failed due to lack of maintenanceWe did not cause his vehicle to come into our shop with no coolantWe did not cause the issues with his engine, that was? caused by lack of coolant? We are happy to help him by not charging him for the? the expense we have occurredThe engine problem is his responsibility to repair.? Anna F [redacted] Corporate Risk Manager?
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] ? which comes across very rude.? Based on my documentation as you can see, the INCORRECT spark plugs were put in my car.? No other documentation was shown to prove otherwise.? EVER.? Everyone I have addressed about this can see and agrees with me.? Thus, the filing of this complaint.? I hope this check includes the FULL amount of $owed to me for parts and labor as an incorrect service was performed on my car with incorrect parts.? ? This has been an absolute? nightmare, and I will let it be known how business is conducted here if not fully refunded.? Regards, [redacted]
FIRST OFF ?" I NEVER said that my car was without a working AC for “quite some time”!!! I have asthma and I would not EVER be able to be without AC during the summer and my AC was working all of last summer! So I don’t know where you got that LIE, but that is exactly what it is ?" A LIE SECOND ?" I don’t know why there is such mention of “due to the age of vehicle” Yes, it is a Sunfire But being a year old car has NOTHING to do with anythingWhat SHOULD BE NOTED is that I have kept up on ALL OF my routine and manufacturer recommended maintenance from miles straight off the lot brand new! My car is WELL cared for and the years have nothing to do with it ?" not to mention there is ONLY 128,miles on my car! Which is WELL below what any car of “that age” would be so you can not compare simply by age alone! Please also note I noticed the response from Somerel’s was written by someone named Anna and it should be further noted that there were not any female employees in Bob Somerels at any given time, so I don’t why this person even pretends to know what happened, especially since 90% of what she wrote is distorted or flat out lies Now My first vist to Bob Somerel was on March 2nd when they filled with Freon (which I was told may leak out and from day one told specifically that Somerel’s will only charge me ONE TIME for the Freon until the AC is fixed as opposed to other places that charge each time) And it should be noted in the end when they REFUSED to finish the job even with further payment, ? I ended up having to pay this again somewhere else! The freon was leaked out by march 4thI didn’t really understand the point of this visit as they only filled with Freon it wasn’t until the return visit that they did the dye testing where they found what part was needed and then I had to wait for the part to come in which was why my next charge to my card was not until March 23rd ?" NOT due to my own reasons as your reply suggestedI was never told that parts were in a supposed days later ?" I went in and had the work done as soon as I was told it was possible! Again ?" I have asthma and I cannot go without an AC in the summer! And it was already very warm outside and getting HOT in the car to the point I could not breathe in it! Also ?" at this point in time there had been absolutely NO MENTION of the evaporator core whatsoeverSo in the reply where you claimed you had stated all that stuff about being hard to check for leaks in the evaporator core was NEVER said to me at allThey were adamant about knowing exactly what needed fixed ?" ? and they told me it was just a line that was leakingI felt confident things would be done after this visit on the 23rd? (and just to note ?" no one ever mentioned replacing the dryer to me either ?" but that was charged to me on my receipt from Somerel’s that 2nd visit too ?" but I don’t know if that was ever truly done b/c the new repair place replaced that part on my receipt with them as well! ?" only after THEY had it, my AC actually works continuously!) So, after taking my car home March 23rd I ended up calling them right back on March 24th because the AC already did not work and they DID IN FACT PROMISE ME THAT IT WAS WARRANTIED TO WORK FOR ONE FULL YEAR AND WOULD BE FIXED IF IT WENT OUT AGAIN WITHIN THAT TIME! They did not put stipulations on thatAnd I DID bring this up to the store manager and he even admitted he may have not explained that well due to being flustered over work and home lifeIt should also be noted that I never said I missed a lot of work due to health problems! That was far distorted as wellI spoke with the manager about Seasonal Affect Disorder b/c I had recently developed that and said mornings were difficult ?" but my shift is not until 10:30am so it was not as bad as being someone that works at 8amThe manager told me that he also had S.A.Dand further went on to tell me about how his wife is not expected to live for many more years and how they make the most out of their time when they can and spend money they don’t really have on vacations to create memories before she is gone and about how she cannot have children any longer but that she got pregnant and they thought it was a miracle and they were told if she carried to term she would die but they tried anyway and that she lost the babyI was not bothered at the time about sharing medical stories ?" but the fact that my SMALL story was brought up and tried to be used against me is DISGUSTING ?" so maybe you need to take a look at your own workers and ask why they would throw that in someone’s face when they share FAR more of their ownHe was very emotional about telling this information and had tears in his eyes and I feel bad for them and I have been praying for them and still will do so ?" but he admitted out of his own mouth that he was frazzled that day and admits and apologizes that he probably did not explain things to me properlyThat is not my fault and I should not be held accountable for your own company and employee mistakes Anyhow, when I called them the next day on the 24th to report AC not working already, I was told to bring it in on Monday the 27th ?" and was asked if they could keep it over night ?" which I allowed them to doI was then told that my car was “taking years off of his life” and that he could not find any leaks anywhere at all and that therefore it “had to be” the evaporator core(He NEVER explained all the fine details of the evaporator core to me or how to find if it was for sure leaking ?" he more sounded like he was making the assumption that it was that)He told me they would charge me another $or so roughly and I was NOT okay with that considering I had already paid them $toward the issue that they GUARANTEED was fully repaired for a minimum of one year I picked up my car on March 28th (that was the last time I was there) and I wanted to talk to the store manager in person about it ***but he left early that day due to a family emergency [redacted] is what I was told(Please note that in your reply it was stated that when I picked up my car, I was spoken to about splitting cost and that is not true as he was not even present! Only a regular technician was there, no managers! My brother was with me and could witness to this as well ?" and I stayed outside the entire time b/c the entire waiting area smelled like pot ?" which I stated from the front entrance door ?" asking the tech to come out when finished with the customer b/c it smelled like pot in there The customers apologized to me when leaving admitting it was due to themBut the tech came out ?" NO MANAGERS THERE at all) I called for him a couple times before I was able to reach him on March 29thThat was the day he admitted to me that he may not have explained things fully to me how he should have and apologizedI told him that I understood with there being an additional part involved that they would ‘want’ to charge me for the extra part ?" but not charge me as if it was a brand new job! I told him that I was willing to pay the DIFFERENCE between what I had already paid and what the job ‘would have’ cost if they fixed the correct part from day one (so no more than $600) but that I did not feel it was fair b/c I was promised it was fixed and the other stuff was clearly not what was supposed to have been done and it seemed they were just guessing at thingsWhen I said this he said word for word back to me ***“To be honest, I don’t think I really even want the job ?" b/c it’s a LOT of work and I can’t promise you that it will fix the problem” I was DISGUSTED with that statement! I then told him I wanted a full refund then since I was being forced to start back at square one elsewhere and that his statement made me feel uncomfortable with them b/c he pretty much stated they did not know what they were doing by saying he wasn’t sure it would even fix it! And I said I certainly did not want someone working on my car that did not want to be working on my car! [redacted] He said a full refund was not going to happen and that he could give me back at least HALF of my money but that he would have to speak with his supervisor to refund any more than half and that he could tell me now they would not be doing itThen his final statement to me after saying to tell his manager I would write to Revdex.com *if they did not refund [redacted] was “Well, it was nice having a good customer while it lasted” ?" which was SO rude And finally ?" I don’t know where you get that I said “choice words” b/c that is not true eitherI was in a hospital visiting my fiancé at that time and I certainly was not raising my voice and cursing while I was thereAnd I certainly do not need to be dealing with all these LIES your company is spewing out! ***All I want is my money back and to never have to deal with your company and your lying employees againAlso ?" I have provided documentation from the other repair service showing they did all the same work your company CLAIMED to have doneI have already forwarded a hard copy to my credit card to contest the charge as wellIf we do not settle this through my credit card dispute or through Revdex.com, I WILL proceed in taking you to court as wellI have been severely wronged by this company (for the 2nd time might I add ?" I gracefully let the first one slide) and I will not just stand by and take it this time FINALLY AND MOST IMPORTANTLY: I am copying and pasting the following DIRECTLY from your very own letter: “When she picked up her car, we discussed the split and options once again, leading to us be on the receiving end of some choice words, refusing a refund and insisting that only a fixed a/c with warranties would be satisfactory.? That she was going to call the Revdex.com and refute her credit card charges and a lawyer.” This is also a LIEALL I WANT IS A REFUND! ALL I ASKED FOR FROM THE STORE MANAGER IN THE END WAS A REFUNDMY LETTER TO Revdex.com WAS FOR A REFUNDYOU ARE CLAIMING THAT I REFUSED A REFUND, AND THAT IS NOT TRUEIF YOU BELIEVE YOU OFFERED IT BEFORE ?" THEN JUST GIVE ME THE REFUND NOWI don’t understand why, when all I have asked for is a refund, you would sit and write a letter full of lie after lie and contradiction, only to end with claiming that I refused the very thing I’m asking forJust give me my money back and then we can both go our separate ways! - [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below Nothing was ever said to me about the amount of discount on this occasion, or any other occasionI do not wish to take my car back thereThey were not responsive to help me prior to this and I just want my money refunded for the recent oil changeI want to find another provider who is more willing to serve the customer as opposed to refusing service that was never a problem beforeThere was a discrepancy in the cost, but that does not address the overall issue of not providing me with the services I asked for (tire rotation) and (fluid top off)I realize management has changed and I feel that this is the reason that my original complaint is not being given the time and attention it deservesAs I stated before, I was a customer for over two years and was treated with justice and as an individualNow, I feel the business would like me to bring my car back, which I stated before that I will NOT doI would like a refund so I can find another service provider.? Their offer is one more reason why I do not wish to continue receiving services at Bob Sumerel Tire, as they did not listen to my original complaint in its entirety and have no desire to rectify the problem in the manner the customer would be satisfied.? [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
There was some confusion with our discounting procedure.? We discount our oil changes based on the level of ***? membership a member has.? We discount our basic oil changes, $for Classic members, $for Plus members and 50% for Premier members.? The customer had been getting the discount for Premier members.? We accidentally gave her the Classic discount where she should have received the Plus discount.? We would like to offer the customer a free oil change for the confusion that happened.We would be happy to check into why the oil light is on.? We will also check out and and top off any fluids that need it
[redacted] Here is the pictures of the spark plugs that our Newport manager took when the customer brought them back to usThe dealer invoice stated that the vehicle requires denso iridium plugs , the plugs that we installed were ngk iridium plugs which are actually an upgrade from the factory plugs.? IRIDIUM is clearly marked on the plugs that we installed and she returned to us.? The plugs are correct, they are a different brand name, but they are the correct type of plug for her vehicle.? Our manager was trying to tell her that you can see on the electrode of the plug they have a distinct white line which is the timing mark which is created from the motor and a direct reflection of how the engine is runningAlso by the white of the plugs tells him? that those specific cylinder were running lean and that the vehicle is not getting enough fuel.? The specific engine that this vehicle has in it has a direct injection system that is known for having excessive carbon build up issues and causing lean conditions , he was worried that the dealer putting plug in the car is just a band-aid? for a bigger problem.I am sorry our customer is upset.? However, we didn't do anything incorrectly with her service.?
Thank you for forwarding this to my attention.? Unfortunately, our store manager, whom the customer was dealing with, was off for several day due to an unexpected death in his immediate family.? He was not avoiding the customer.? We have reached out to the customer by phone today, leaving messages for her at both the telephone numbers we have on file.? Our store manager, who? has returned will take care of this issue with our customer upon her return of the calls.We are sorry for any inconvenience this may have caused her.? It is always our intent to make sure our customers are happy and taken care of properly.Sincerely, [redacted] Corporate Risk ManagerBob Sumerel Tire & Service, LLC
dear mr [redacted] in response to mr [redacted] I would like to simply reiterate our stance as a repair facility at no time, regardless of the cost does bob sumerel tire and service ever repair a vehicle without first obtainin approval from the customeras we stated previously we verified all of the customer information with mr [redacted] ***we clarified fully the name, address and phone number in our system as mr [redacted] and it was accepted by mr [redacted] ***.? mrL [redacted] , retail office clerk for bob sumerel tire and service, did his job perfectlyhe engaged the customer, gathered customer information (that was approved by mr [redacted] ***) and produced a workorder for the technicians to facility repairsI would also like to mention that mr [redacted] stated that mrL [redacted] was trying to "shoo" (his word not ours) him (mr [redacted] ***) out the door because we were closingas recorded on the time stamp in the upper right hand corner of his invoice it shows clearly the time of 15:35:( some minutes before closingthere was no rush on mrl [redacted] s part or "shooing" of a customer bob sumerel tire and service repaired the two leaking tires and in the facilitating the oil change, for which we inspect every vehicle new or used alike, the other repairs were noted and the customer calledMr [redacted] was given a clear and accurate estimate of the repairs and without hesitation gave approval for them to be completed.? At no point and time did mr [redacted] ***? ask for a representative of bob sumerel tire and service to call mr? [redacted] ***? to inform him of the repairshad mr [redacted] ***? in any way asked for the repairs to be explained to mr [redacted] or that he could not make a decision on the repairs then a member of the management team would have been happy to call? mr [redacted] and explain fully the repairs that were needed.? ? ? ? had mr [redacted] asked to be called only or for his information to be taken, instead of using information that was already on file and verified? by mr [redacted] ***,? then mr [redacted] would have been called, informed and could have either denied or accepted the repair estimate bob sumerel tire and service did what we do everydaywe collect information from the customer at the door, facility diagnosis or repairs asked by our customers and inform then of needed service, to which they are able to accept or decline again, we respectfully decline to refund mr [redacted] for the approved repairs made to his [redacted] ? sincerely, ? anna f [redacted] corporate risk manager bob sumerel tire & service llc cc:troy c**, jrregional manager ? ?
We apologize for the delay. A check has been ordered issued to our customer. Our checks come out of Wilmington, DE. He should receive in the next 7-business day. Anna F [redacted] Corporate Risk Manager
[A default letter is provided here which indicates your acceptance of the business's response? If you wish, you may update it before sending it? If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply? Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.? Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***---I reject Bob Sumerel’s reply because it was dishonest and lacked an apology.? The day I picked of the car(1/09/13:41:05) I ask why? I hadn’t lost any antifreeze if the car had a blown head gasket and was told only a small amount was leaking through the tail pipeNot only was the car tested by [redacted] immediately finding no head gasket problem but I have been driving it without losing any antifreeze ever sinceI am attaching both bills with statements for the garages
The customer had a drop off appointment at 7:am for an oil change and brakes on their Mazda.? Our store manager got stuck in traffic and arrived slightly after 7:30.? He apologized for his tardiness to the customer, check them in for service and asked them about the issues with their brakes.? The customers stated that their brakes were squealing when braking.? He asked them if they were AAA members and discovered they an AAA Plus membership, which entitled them to a discount.? He told them they would get $off their oil change for AAA and he would call them regarding the brakes once we had looked them over.? The Mazda requires synthetic oil, which is more costly than regular oil.? After inspecting the car, it was determined that the brake pads were low and needed to be replaced.? It was also explained that the squealing noise was coming from the brake rotors.? Our store manager called the husband and discussed the inspection findings, the repairs and the cost.? He also explained that they would receive a $discount on the brake work because of their AAA Plus membership.? The husband approved the repairs as quoted.? At no time during this conversation did the husband ask us to save the replaced parts for them.The customers came into pick up their car and were being assisted by the store's assistant.? The wife was explaining to our assistant that she had never paid more than $for an oil change.? She also wanted the old brake pads and rotors.? Our manager overheard this conversation and joined in, explaining to the customer that her car required synthetic oil, it's in the owner's manual and is imprinted upon the oil cap itself.? She was insistent that we were charging her too much and that it should not cost her more than $19.99.? As a gesture of good will and to make our customer happy, our manager gave her a $total discount on the oil change bringing the cost down from the $cost to $19.99.? We gave her the old rotors that we had replaced as they are not disposed of via trash or our dumpster.? Her brake pads had already been tossed in the industrial dumpster and we didn't have them to return to her.In an effort to resolve her complaint, we called both Kerry Mazda and Jeff Wyler Mazda to confirm their Mazda did require synthetic oil as shown on both the oil cap and the owner's manual.? Both confirmed.? We asked them their pricing and Wyler told us the regular price for their oil changes are $but they were currently running a special of $39.95.? Kerry stated their price was $and if they were running a special it would be $45.00.? We spoke to both service departments regarding the brakes.? We asked them if they would inspect the customer's old parts to see if they needed to have the rotors replaced.? They told us what we already knew, that there is no way you could physically look at a brake rotor and tell if it needed to be replaced without performing some measurements on it and having it on the vehicle to see if the squeal continued.? Both dealers declined to get involved and inspect the customers rotors for us as they didn't want to get in the middle of this situation.We are sorry they are unhappy with their serviceThe customers came to us for an oil change and to fix the squeal in their brakes.? They received both.? If they had asked us to retain the replaced parts for them before hand, we would not have disposed of the pads in the dumpster.? We gave them the AAA Plus discounts they were entitled to under their membership.? We matched what the wife said was the most she ever paid for an oil change.? We verified with two local Mazda dealers that our oil change price was more in line to what they charged than $19.99.? The brake repair was discussed with and approved by the husband before we started any work on them.Please let us know if you have any further questions[redacted] Corporate Risk Manager? ?
Ms [redacted] brought her Toyota Yaris in for tires and a complaint of her vehicle driving rough months ago on 8/10/15.? She needed new tires and a drive belt.? Our FtWright store quoted her the Cooper SL84T at $each.? Total of tires would have been $499.96, less her AAA discount of $for a total of $tire charges without any extended coverages such as road hazard.? She declined that model and went with our entry level Cooper tire at $each, plus the belt and labor, less her AAA discount for a total of $527.76.We believe she may be misunderstanding, since months have passed, that the $was the total for all tires.? We respectfully will not be refunding her any money for the tires she purchased on August 10, 2015.As for the detached sensor, we have no record of her bringing her car back to us for this in August or since.? It's highly unlikely that her sensor was detached during the belt or tire change in August.? We can't tell you why a Toyota certified mechanic would have told her it was something BSTS caused when she took it to him in the past few days.? Several months have passed since we changed the belt and tires on her vehicle.Thank you for bringing this to our attention.? [redacted] Corporate Risk ManagerBob Sumerel Tire & Service, LLC?
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below NGK is NOT an upgrade from the factory plugs Denso, that my dealership put inI can get a written statement from my dealerships service manager stating that these were the DIRECT cause of the carbon build upThis is not an appropriate response to my claimI have submitted all of the documents stating these are not the correct plugsI want a refund for my services provided at Bob Sumerel Tires. Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] I remember that that I was told the car would be fixed for price stated and put back in working orderI remember all the important points very clearlyI have no faith in the manager who told me unacceptable thingsThe car was not fixed the price charged was nutsEverything I heard from them made no senseIt should not take three days to flush a radiatorI think they are joke and need to talk to someone at the cooperation that will listen
I have not been in yet today, because I work M-F hours.? I will be in this evening around 5:30pm.? I have already paid for the new spark plugs at KIA, which cost me MORE THAN the ones purchased from Bob Sumerel.? I expect a full refund for the spark plug service I received in June 2016, which was approx$160.00.? I will bring in invoices from both services.? Thank you
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below First, I WAS told by their mechanic on 08/20/(my second Attempt at having this fixed)that he had checked the Chevrolet Technical Service Bulletin and thought it was a sub-frame issue and was likely not reparableAlso, the only test drive I went on was on that Saturday the 20th, the car was not test driven on the 15th as the business stated in their responseThis company has made statements to the Revdex.com.Second, I have given them three chances to repair the car; there will not be a fourthIn the business response there is no apology offered nor is there any offer to provide me with reasonable accommodation regarding a rental car even if I was willing to let them work on the car againFinally, I would like to see proof that all of the parts they replaced were badIf they had checked the dealer TSB before attempting to diagnose the problem I would likely not be out $Their negligence is at the root of this issue; the torque struts are sold in a pair and can be purchased for approximately $They had the car for five days on their third attempt and the couple of hours of labor should have never taken that longI am requesting some reasonable financial compensation due to their negligence and the expense I have incurred throughout this processThank you, [redacted]
The BSTS regional manager over the location in this complaint has reached out and talked with the customer.? The type of behavior that the customer describes is not acceptable.? The employee in question will be handled internally.? Our regional manager and the customer have agreed on an acceptable remittance for this incident.? We are truly sorry for the actions of our employee and hope that the customer will continue to come to us for his automotive needs[redacted] Corporate Risk Manager
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below I made it clear in my previous response that I have given Bob Sumerel three chances to repair the car and there will not be a fourthAt this point I believe it is in everyone's best interest if we terminate our business relationshipI have been waiting for this issue to be resolved so I can take the car to the dealer where I should have gone in the first placeWhile I appreciate the offer of a rental car and the assistance of their master mechanic, I do not see that working outIf they do not find the problem then Bob Sumerel is out the cost of the rental car and the laborI am going back to the dealer for several reasonsFirst, Bob Sumerel had to consult the dealer TSB, so if they had to consult the dealer then so should ISecond, the car has a powertrain warranty and if the problem is found there then it is Chevrolets responsibility, also if it is a frame issue then that is Chevrolets responsibility as well Since Bob Sumerel has offered to provide a rental car and another mechanic I think a compromise is in orderIt will cost me approximately $for Chevrolet to diagnose the car, in addition I will need to rent a car while the diagnostic is completed and pay for any additional expensesI am willing to resolve this issue if Bob Sumerel will refund the labor cost of $and I will absorb the expense of the parts that were put on the car that did not resolve the problemI feel this will save Bob Sumerel the cost of renting me a car and the additional labor expenseConsidering I have asked for a refund of $I feel that my request for a refund of the labor is fair and equivalent to the expense Bob Sumerel would incur in rental car fees and labor expenseThank you, [redacted] ?
Dear Revdex.com: ? We are in receipt of the complaint by Mr [redacted] in regards to our BOGO oil change promotion.? We have attached the 2/24/invoice for his original oil change under this promotion.? It clearly states in the description column that he must present the original receipt by May 31, to get a free oil change.? ? Our employees do care about our customers but couldn’t give him something that he was not entitled too.? However, as a gesture of good will, we will give him one (1) standard oil change if he brings his vehicle back by July 25,
Thank you for forwarding this incident to our attention.? The customer has also been in touch with our member relations departmentThis vehicle has not been maintained, still has O.Ehoses and belts, vehicle is years old and 166,miles on itShould have been changed at least once if not twiceThe van has four warning lights on (ABS, Air Bag, Low Oil and Traction control ).? The Work Order we have the says the customer "Sees and smells coolant, temp gauge went up to ¾ on the way here, was higher at stops and went down when driving." Ben is the store manager and advises this sequence of events:? Customer called and said his vehicle was overheating and he would like to bring it in to have us look at it.? He also said that if it was anything major, to take it out back and shoot it.? He drove the vehicle in and said that at every stop light, the temp gauge would rise, until he got going again, and then it would drop back down.? Upon initial inspection the tech noted the vehicle had no coolant in it due to a hole in a coolant bypass hose.? We replaced the hose and added gallons of coolant, which immediately turned into a mud color, a sign of past coolant system neglect.? Unfortunately the coolant continued to boil out of the radiator, telling us the engine had an internal issue such as a bad head gasket.? I called the customer to inform him of this and left him a message to call me back, because he did not answer.? When he called back, I gave him the news, and he said something to the effect of “if one more bad thing happens to me, I’m going to lose it.” I was put off by this comment and didn’t have a response to it.? He then told me that it wasn’t doing “that” before he brought it here and asked if it was something we didI explained that when working with a cooling system with a leak, that the first step is to fix the leak, and then recheck the system, because we have no way of knowing if there is any other ? ? ? ? ? ? ? ? damage to the engine until the cooling system is sealed upHe said he had to think about what he was going to do, and got off the phone.? A couple of days later he called in the morning and told him he had contacted AAA customer relations but wanted to clarify what happenedAt that point he told me that the car had never overheated and that it was completely fine before he brought it here, and now I am telling him that it needs and engine.? I replied with a “yes” He asked what I was going to do about that, and I said unfortunately there is nothing I can do, and that this is sometimes the nature of the beastHe then told me that our corporate office was calling him back, and that he had to go.? This was the last I heard from him.? The customer has paid us nothing at this point, and I had planned on not charging him for the hose repair, and letting him have the van back at no charge.? Ben referred this issue to his regional manager after the customer said he had to go.? He and the manager decided to give it back to the customer at NO CHARGE ? but he never called back ? We would be glad to help him with this unfortunate problemThere was no way for us to tell this had an internal engine failure until the cooling system could hold coolantIt had no coolant when it came into our shopThis is a vehicle that we needed to repair the obvious leak first and then recheck for other problemsMore than likely the internal engine issue is what blew the bypass hose, but with? hoses that are years old and 166k miles on then they could have failed due to lack of maintenanceWe did not cause his vehicle to come into our shop with no coolantWe did not cause the issues with his engine, that was? caused by lack of coolant? We are happy to help him by not charging him for the? the expense we have occurredThe engine problem is his responsibility to repair.? Anna F [redacted] Corporate Risk Manager?
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] ? which comes across very rude.? Based on my documentation as you can see, the INCORRECT spark plugs were put in my car.? No other documentation was shown to prove otherwise.? EVER.? Everyone I have addressed about this can see and agrees with me.? Thus, the filing of this complaint.? I hope this check includes the FULL amount of $owed to me for parts and labor as an incorrect service was performed on my car with incorrect parts.? ? This has been an absolute? nightmare, and I will let it be known how business is conducted here if not fully refunded.? Regards, [redacted]
FIRST OFF ?" I NEVER said that my car was without a working AC for “quite some time”!!! I have asthma and I would not EVER be able to be without AC during the summer and my AC was working all of last summer! So I don’t know where you got that LIE, but that is exactly what it is ?" A LIE SECOND ?" I don’t know why there is such mention of “due to the age of vehicle” Yes, it is a Sunfire But being a year old car has NOTHING to do with anythingWhat SHOULD BE NOTED is that I have kept up on ALL OF my routine and manufacturer recommended maintenance from miles straight off the lot brand new! My car is WELL cared for and the years have nothing to do with it ?" not to mention there is ONLY 128,miles on my car! Which is WELL below what any car of “that age” would be so you can not compare simply by age alone! Please also note I noticed the response from Somerel’s was written by someone named Anna and it should be further noted that there were not any female employees in Bob Somerels at any given time, so I don’t why this person even pretends to know what happened, especially since 90% of what she wrote is distorted or flat out lies Now My first vist to Bob Somerel was on March 2nd when they filled with Freon (which I was told may leak out and from day one told specifically that Somerel’s will only charge me ONE TIME for the Freon until the AC is fixed as opposed to other places that charge each time) And it should be noted in the end when they REFUSED to finish the job even with further payment, ? I ended up having to pay this again somewhere else! The freon was leaked out by march 4thI didn’t really understand the point of this visit as they only filled with Freon it wasn’t until the return visit that they did the dye testing where they found what part was needed and then I had to wait for the part to come in which was why my next charge to my card was not until March 23rd ?" NOT due to my own reasons as your reply suggestedI was never told that parts were in a supposed days later ?" I went in and had the work done as soon as I was told it was possible! Again ?" I have asthma and I cannot go without an AC in the summer! And it was already very warm outside and getting HOT in the car to the point I could not breathe in it! Also ?" at this point in time there had been absolutely NO MENTION of the evaporator core whatsoeverSo in the reply where you claimed you had stated all that stuff about being hard to check for leaks in the evaporator core was NEVER said to me at allThey were adamant about knowing exactly what needed fixed ?" ? and they told me it was just a line that was leakingI felt confident things would be done after this visit on the 23rd? (and just to note ?" no one ever mentioned replacing the dryer to me either ?" but that was charged to me on my receipt from Somerel’s that 2nd visit too ?" but I don’t know if that was ever truly done b/c the new repair place replaced that part on my receipt with them as well! ?" only after THEY had it, my AC actually works continuously!) So, after taking my car home March 23rd I ended up calling them right back on March 24th because the AC already did not work and they DID IN FACT PROMISE ME THAT IT WAS WARRANTIED TO WORK FOR ONE FULL YEAR AND WOULD BE FIXED IF IT WENT OUT AGAIN WITHIN THAT TIME! They did not put stipulations on thatAnd I DID bring this up to the store manager and he even admitted he may have not explained that well due to being flustered over work and home lifeIt should also be noted that I never said I missed a lot of work due to health problems! That was far distorted as wellI spoke with the manager about Seasonal Affect Disorder b/c I had recently developed that and said mornings were difficult ?" but my shift is not until 10:30am so it was not as bad as being someone that works at 8amThe manager told me that he also had S.A.Dand further went on to tell me about how his wife is not expected to live for many more years and how they make the most out of their time when they can and spend money they don’t really have on vacations to create memories before she is gone and about how she cannot have children any longer but that she got pregnant and they thought it was a miracle and they were told if she carried to term she would die but they tried anyway and that she lost the babyI was not bothered at the time about sharing medical stories ?" but the fact that my SMALL story was brought up and tried to be used against me is DISGUSTING ?" so maybe you need to take a look at your own workers and ask why they would throw that in someone’s face when they share FAR more of their ownHe was very emotional about telling this information and had tears in his eyes and I feel bad for them and I have been praying for them and still will do so ?" but he admitted out of his own mouth that he was frazzled that day and admits and apologizes that he probably did not explain things to me properlyThat is not my fault and I should not be held accountable for your own company and employee mistakes Anyhow, when I called them the next day on the 24th to report AC not working already, I was told to bring it in on Monday the 27th ?" and was asked if they could keep it over night ?" which I allowed them to doI was then told that my car was “taking years off of his life” and that he could not find any leaks anywhere at all and that therefore it “had to be” the evaporator core(He NEVER explained all the fine details of the evaporator core to me or how to find if it was for sure leaking ?" he more sounded like he was making the assumption that it was that)He told me they would charge me another $or so roughly and I was NOT okay with that considering I had already paid them $toward the issue that they GUARANTEED was fully repaired for a minimum of one year I picked up my car on March 28th (that was the last time I was there) and I wanted to talk to the store manager in person about it ***but he left early that day due to a family emergency [redacted] is what I was told(Please note that in your reply it was stated that when I picked up my car, I was spoken to about splitting cost and that is not true as he was not even present! Only a regular technician was there, no managers! My brother was with me and could witness to this as well ?" and I stayed outside the entire time b/c the entire waiting area smelled like pot ?" which I stated from the front entrance door ?" asking the tech to come out when finished with the customer b/c it smelled like pot in there The customers apologized to me when leaving admitting it was due to themBut the tech came out ?" NO MANAGERS THERE at all) I called for him a couple times before I was able to reach him on March 29thThat was the day he admitted to me that he may not have explained things fully to me how he should have and apologizedI told him that I understood with there being an additional part involved that they would ‘want’ to charge me for the extra part ?" but not charge me as if it was a brand new job! I told him that I was willing to pay the DIFFERENCE between what I had already paid and what the job ‘would have’ cost if they fixed the correct part from day one (so no more than $600) but that I did not feel it was fair b/c I was promised it was fixed and the other stuff was clearly not what was supposed to have been done and it seemed they were just guessing at thingsWhen I said this he said word for word back to me ***“To be honest, I don’t think I really even want the job ?" b/c it’s a LOT of work and I can’t promise you that it will fix the problem” I was DISGUSTED with that statement! I then told him I wanted a full refund then since I was being forced to start back at square one elsewhere and that his statement made me feel uncomfortable with them b/c he pretty much stated they did not know what they were doing by saying he wasn’t sure it would even fix it! And I said I certainly did not want someone working on my car that did not want to be working on my car! [redacted] He said a full refund was not going to happen and that he could give me back at least HALF of my money but that he would have to speak with his supervisor to refund any more than half and that he could tell me now they would not be doing itThen his final statement to me after saying to tell his manager I would write to Revdex.com *if they did not refund [redacted] was “Well, it was nice having a good customer while it lasted” ?" which was SO rude And finally ?" I don’t know where you get that I said “choice words” b/c that is not true eitherI was in a hospital visiting my fiancé at that time and I certainly was not raising my voice and cursing while I was thereAnd I certainly do not need to be dealing with all these LIES your company is spewing out! ***All I want is my money back and to never have to deal with your company and your lying employees againAlso ?" I have provided documentation from the other repair service showing they did all the same work your company CLAIMED to have doneI have already forwarded a hard copy to my credit card to contest the charge as wellIf we do not settle this through my credit card dispute or through Revdex.com, I WILL proceed in taking you to court as wellI have been severely wronged by this company (for the 2nd time might I add ?" I gracefully let the first one slide) and I will not just stand by and take it this time FINALLY AND MOST IMPORTANTLY: I am copying and pasting the following DIRECTLY from your very own letter: “When she picked up her car, we discussed the split and options once again, leading to us be on the receiving end of some choice words, refusing a refund and insisting that only a fixed a/c with warranties would be satisfactory.? That she was going to call the Revdex.com and refute her credit card charges and a lawyer.” This is also a LIEALL I WANT IS A REFUND! ALL I ASKED FOR FROM THE STORE MANAGER IN THE END WAS A REFUNDMY LETTER TO Revdex.com WAS FOR A REFUNDYOU ARE CLAIMING THAT I REFUSED A REFUND, AND THAT IS NOT TRUEIF YOU BELIEVE YOU OFFERED IT BEFORE ?" THEN JUST GIVE ME THE REFUND NOWI don’t understand why, when all I have asked for is a refund, you would sit and write a letter full of lie after lie and contradiction, only to end with claiming that I refused the very thing I’m asking forJust give me my money back and then we can both go our separate ways! - [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below Nothing was ever said to me about the amount of discount on this occasion, or any other occasionI do not wish to take my car back thereThey were not responsive to help me prior to this and I just want my money refunded for the recent oil changeI want to find another provider who is more willing to serve the customer as opposed to refusing service that was never a problem beforeThere was a discrepancy in the cost, but that does not address the overall issue of not providing me with the services I asked for (tire rotation) and (fluid top off)I realize management has changed and I feel that this is the reason that my original complaint is not being given the time and attention it deservesAs I stated before, I was a customer for over two years and was treated with justice and as an individualNow, I feel the business would like me to bring my car back, which I stated before that I will NOT doI would like a refund so I can find another service provider.? Their offer is one more reason why I do not wish to continue receiving services at Bob Sumerel Tire, as they did not listen to my original complaint in its entirety and have no desire to rectify the problem in the manner the customer would be satisfied.? [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
There was some confusion with our discounting procedure.? We discount our oil changes based on the level of ***? membership a member has.? We discount our basic oil changes, $for Classic members, $for Plus members and 50% for Premier members.? The customer had been getting the discount for Premier members.? We accidentally gave her the Classic discount where she should have received the Plus discount.? We would like to offer the customer a free oil change for the confusion that happened.We would be happy to check into why the oil light is on.? We will also check out and and top off any fluids that need it
[redacted] Here is the pictures of the spark plugs that our Newport manager took when the customer brought them back to usThe dealer invoice stated that the vehicle requires denso iridium plugs , the plugs that we installed were ngk iridium plugs which are actually an upgrade from the factory plugs.? IRIDIUM is clearly marked on the plugs that we installed and she returned to us.? The plugs are correct, they are a different brand name, but they are the correct type of plug for her vehicle.? Our manager was trying to tell her that you can see on the electrode of the plug they have a distinct white line which is the timing mark which is created from the motor and a direct reflection of how the engine is runningAlso by the white of the plugs tells him? that those specific cylinder were running lean and that the vehicle is not getting enough fuel.? The specific engine that this vehicle has in it has a direct injection system that is known for having excessive carbon build up issues and causing lean conditions , he was worried that the dealer putting plug in the car is just a band-aid? for a bigger problem.I am sorry our customer is upset.? However, we didn't do anything incorrectly with her service.?
Thank you for forwarding this to my attention.? Unfortunately, our store manager, whom the customer was dealing with, was off for several day due to an unexpected death in his immediate family.? He was not avoiding the customer.? We have reached out to the customer by phone today, leaving messages for her at both the telephone numbers we have on file.? Our store manager, who? has returned will take care of this issue with our customer upon her return of the calls.We are sorry for any inconvenience this may have caused her.? It is always our intent to make sure our customers are happy and taken care of properly.Sincerely, [redacted] Corporate Risk ManagerBob Sumerel Tire & Service, LLC
dear mr [redacted] in response to mr [redacted] I would like to simply reiterate our stance as a repair facility at no time, regardless of the cost does bob sumerel tire and service ever repair a vehicle without first obtainin approval from the customeras we stated previously we verified all of the customer information with mr [redacted] ***we clarified fully the name, address and phone number in our system as mr [redacted] and it was accepted by mr [redacted] ***.? mrL [redacted] , retail office clerk for bob sumerel tire and service, did his job perfectlyhe engaged the customer, gathered customer information (that was approved by mr [redacted] ***) and produced a workorder for the technicians to facility repairsI would also like to mention that mr [redacted] stated that mrL [redacted] was trying to "shoo" (his word not ours) him (mr [redacted] ***) out the door because we were closingas recorded on the time stamp in the upper right hand corner of his invoice it shows clearly the time of 15:35:( some minutes before closingthere was no rush on mrl [redacted] s part or "shooing" of a customer bob sumerel tire and service repaired the two leaking tires and in the facilitating the oil change, for which we inspect every vehicle new or used alike, the other repairs were noted and the customer calledMr [redacted] was given a clear and accurate estimate of the repairs and without hesitation gave approval for them to be completed.? At no point and time did mr [redacted] ***? ask for a representative of bob sumerel tire and service to call mr? [redacted] ***? to inform him of the repairshad mr [redacted] ***? in any way asked for the repairs to be explained to mr [redacted] or that he could not make a decision on the repairs then a member of the management team would have been happy to call? mr [redacted] and explain fully the repairs that were needed.? ? ? ? had mr [redacted] asked to be called only or for his information to be taken, instead of using information that was already on file and verified? by mr [redacted] ***,? then mr [redacted] would have been called, informed and could have either denied or accepted the repair estimate bob sumerel tire and service did what we do everydaywe collect information from the customer at the door, facility diagnosis or repairs asked by our customers and inform then of needed service, to which they are able to accept or decline again, we respectfully decline to refund mr [redacted] for the approved repairs made to his [redacted] ? sincerely, ? anna f [redacted] corporate risk manager bob sumerel tire & service llc cc:troy c**, jrregional manager ? ?
We apologize for the delay. A check has been ordered issued to our customer. Our checks come out of Wilmington, DE. He should receive in the next 7-business day. Anna F [redacted] Corporate Risk Manager
[A default letter is provided here which indicates your acceptance of the business's response? If you wish, you may update it before sending it? If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply? Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.? Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***---I reject Bob Sumerel’s reply because it was dishonest and lacked an apology.? The day I picked of the car(1/09/13:41:05) I ask why? I hadn’t lost any antifreeze if the car had a blown head gasket and was told only a small amount was leaking through the tail pipeNot only was the car tested by [redacted] immediately finding no head gasket problem but I have been driving it without losing any antifreeze ever sinceI am attaching both bills with statements for the garages
The customer had a drop off appointment at 7:am for an oil change and brakes on their Mazda.? Our store manager got stuck in traffic and arrived slightly after 7:30.? He apologized for his tardiness to the customer, check them in for service and asked them about the issues with their brakes.? The customers stated that their brakes were squealing when braking.? He asked them if they were AAA members and discovered they an AAA Plus membership, which entitled them to a discount.? He told them they would get $off their oil change for AAA and he would call them regarding the brakes once we had looked them over.? The Mazda requires synthetic oil, which is more costly than regular oil.? After inspecting the car, it was determined that the brake pads were low and needed to be replaced.? It was also explained that the squealing noise was coming from the brake rotors.? Our store manager called the husband and discussed the inspection findings, the repairs and the cost.? He also explained that they would receive a $discount on the brake work because of their AAA Plus membership.? The husband approved the repairs as quoted.? At no time during this conversation did the husband ask us to save the replaced parts for them.The customers came into pick up their car and were being assisted by the store's assistant.? The wife was explaining to our assistant that she had never paid more than $for an oil change.? She also wanted the old brake pads and rotors.? Our manager overheard this conversation and joined in, explaining to the customer that her car required synthetic oil, it's in the owner's manual and is imprinted upon the oil cap itself.? She was insistent that we were charging her too much and that it should not cost her more than $19.99.? As a gesture of good will and to make our customer happy, our manager gave her a $total discount on the oil change bringing the cost down from the $cost to $19.99.? We gave her the old rotors that we had replaced as they are not disposed of via trash or our dumpster.? Her brake pads had already been tossed in the industrial dumpster and we didn't have them to return to her.In an effort to resolve her complaint, we called both Kerry Mazda and Jeff Wyler Mazda to confirm their Mazda did require synthetic oil as shown on both the oil cap and the owner's manual.? Both confirmed.? We asked them their pricing and Wyler told us the regular price for their oil changes are $but they were currently running a special of $39.95.? Kerry stated their price was $and if they were running a special it would be $45.00.? We spoke to both service departments regarding the brakes.? We asked them if they would inspect the customer's old parts to see if they needed to have the rotors replaced.? They told us what we already knew, that there is no way you could physically look at a brake rotor and tell if it needed to be replaced without performing some measurements on it and having it on the vehicle to see if the squeal continued.? Both dealers declined to get involved and inspect the customers rotors for us as they didn't want to get in the middle of this situation.We are sorry they are unhappy with their serviceThe customers came to us for an oil change and to fix the squeal in their brakes.? They received both.? If they had asked us to retain the replaced parts for them before hand, we would not have disposed of the pads in the dumpster.? We gave them the AAA Plus discounts they were entitled to under their membership.? We matched what the wife said was the most she ever paid for an oil change.? We verified with two local Mazda dealers that our oil change price was more in line to what they charged than $19.99.? The brake repair was discussed with and approved by the husband before we started any work on them.Please let us know if you have any further questions[redacted] Corporate Risk Manager? ?
Ms [redacted] brought her Toyota Yaris in for tires and a complaint of her vehicle driving rough months ago on 8/10/15.? She needed new tires and a drive belt.? Our FtWright store quoted her the Cooper SL84T at $each.? Total of tires would have been $499.96, less her AAA discount of $for a total of $tire charges without any extended coverages such as road hazard.? She declined that model and went with our entry level Cooper tire at $each, plus the belt and labor, less her AAA discount for a total of $527.76.We believe she may be misunderstanding, since months have passed, that the $was the total for all tires.? We respectfully will not be refunding her any money for the tires she purchased on August 10, 2015.As for the detached sensor, we have no record of her bringing her car back to us for this in August or since.? It's highly unlikely that her sensor was detached during the belt or tire change in August.? We can't tell you why a Toyota certified mechanic would have told her it was something BSTS caused when she took it to him in the past few days.? Several months have passed since we changed the belt and tires on her vehicle.Thank you for bringing this to our attention.? [redacted] Corporate Risk ManagerBob Sumerel Tire & Service, LLC?
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below NGK is NOT an upgrade from the factory plugs Denso, that my dealership put inI can get a written statement from my dealerships service manager stating that these were the DIRECT cause of the carbon build upThis is not an appropriate response to my claimI have submitted all of the documents stating these are not the correct plugsI want a refund for my services provided at Bob Sumerel Tires. Regards, [redacted]