I have attached a rather lengthy response in Word doc format and attached of the emails in text formatI have two other emails that are not attached due to the limitations of attachmentsAll emails can be sent in their original format if you would like.Thank you for taking the time to review my attached response.Sincerely, [redacted] Cell:? ? [redacted] eMail:? [redacted]
Dear Revdex.com: We have received the complaint filed by [redacted] ? of Aurora, Inregarding a Mitsubishi Eclipse.? We don’t have any service records for a? [redacted] ? but believe we have dealt with him regarding a Mitsubishi Eclipse belonging to a [redacted] (different last name).? We did a timing belt kit on this Eclipse in July 2015.? This car was towed back to our Aurora location on 10/26/ The car was very hard to turn over.? It had to have a charger on full boost to get it to turn over.? The customer’s step-father, [redacted] was who we initially were dealing with at this stage.? The very first thing we did when we received the car was to check to be sure all the valve train components were moving.? They were.? [redacted] asked us what we “thought” could be the problem.? ? We told him the car acted as though it had been hot.? He said he had no idea but to give him the worst case scenario We pulled the top of the timing cover off to make sure the belt we installed in July was still tight.? It was.? A slack belt would indicate an issue with the work we performed in July? If the timing had teeth off on one camshaft after we did the repair, ? the car would not have been running when it was picked upIt was and ran until it towed into us in late OctoberTo go further with the diagnostic procedure would have required significant tear down/diagnostic labor that the customer (***) declined We advised [redacted] for his worst case scenario, that the car may need an engine.? He asked us for pricing.? Around this time, [redacted] advised us he was no longer with [redacted] mother and wasn’t going to be further involved.? The car sat on our lot for a week or so when a new young man called, ***.? We do not know his relationship to the owner We are not sure where he claims he is getting all his information? During his initial contact with us regarding the car, he insisted that we told him the car had to have a new motor.? That was not the case.? We provided a worse-case scenario to [redacted] as was requested.? [redacted] refused to believe that is what we providedAs far as the “1.9” markup not sure where [redacted] came up with this numberAn expensive part, ? like an engine, would not be marked up at a rateWe do not disclose our proprietary information to our customers.? [redacted] identified himself as a previous mechanic during our conversation so our best guess is that is his shop’s pricing We are happy that our customer has found the issue with the Eclipse and it does not in fact need a new engine.? Please let me know if you need any additional information.? I have a copy of the invoice for our July work, which I would be happy to send to you Sincerely, [redacted] Corporate Risk Manager AAA Allied Group, Inc Bob Sumerel Tire & Service, LLC [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 In deference to AAA's last response I again would ask, if the vehicle was low on coolant as they claim then why did they not mention that there could be additional problems if moving forward as Ben wants to rely on? Again the vehicle has been properly maintained at professional shopsI personally checked and verified that the coolant in the radiator and over-flow bottle were at the right levelsAnd one more time, the hoses were in good shape as attested to by [redacted] ***? and [redacted] So I once again question AAA as to why they want to point out that the hoses were originalThey have never addressed what Ben told me that fateful day I called to asked when the van would be readyHe said to me (paraphrased but accurate) "We put the part on and turned on the vanWe kept putting in coolant thinking there was an air pocket in the system until we knew the head was blown".And again I offer my phone records to Revdex.com to verify that no call, voicemail or text ever came to me from Ben or AAAI distinctly remember going over my cell phone number with Ben when I dropped the van off to make sure he had it and it was correctHe did.? At this point I have had the van towed homeI hope to make this complaint available to other consumers that are thinking of taking their vehicle to Bob Sumerel Tires owned by AAAThey are unresponsiveUnprofessional and completely indifferent to their company failures.? Their actions or better said, inaction are indicative of a company not wanting to face up to their mistakesI will be happy to address this in small claims court Regards, [redacted]
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Upon receipt of the $refund I will sign any documents or make any necessary updates to show and verify I've given Bob Sumerel full and final release. Please let me know if I should go to the business for the refund or expect to obtain it in the mail made payable to *** *** *** *** *** *** *** ** ***
Regards,
*** ***
***THIS HAS NOT BEEN RESOLVED*** I took my vehicle to Bob Sumerel (Newport Location) for a tune up where I had the air filter replaced, the cabin air filter replaced, the emissions system checks, the ignition system checked, and the spark plugs replacedI then took my vehicle to *** *** for service due to the engine having a hard knock and what felt like a jerking feeling while drivingThere service department inspected the vehicle and stated that the spark plugs were mis-firing and stated they would need replaced, as well as a engine system cleanI told them that I just recently had the spark plugs replaced, and didn't know why they would need replaced againThe service manager there stated that Bob Sumerel had replaced my spark plugs with after market plugs that did not contain the needed iridium tips for this type of vehicleI promptly called Bob Sumerel in Newport and spoke with the manager, ***, who at first told me he could not find my invoice and that I had never had any service completed there(He treated me as though I was an it and had called the wrong business)I then got of the phone, obtained my information for proof that I did in fact have a tune up and repairs completed thereThis is when he stated he had found my invoice*** claims to have used to correct plugs needed for the vehicle and was adamant that there were "other underlying issues" with my car and that the spark plugs were not one of themI went ahead and has *** *** completed the spark plug repair and paid for thisI want my money back from Bob Sumerel as they used the WRONG parts needed for my vehicleI have photos and the parts in possession if need be--I went in yesterday (Monday Dec 5) to talk to ***He looked at the spark plugs, and stated now that it was another "internal issue"I have done my research on the use of After Market spark plugs, and they are clearly NOT the quality of OEM spark plugsI even called *** the day my vehicle was at the dealership being repaired, all opportunity to call and speak with my service managerHE REFUSEDI then told him I would be having the spark plugs replaced, since he refused to even speak about the issues, and that I wanted a refund for my services at Bob SumerelI have been a AAA Customer for years! I used this business because AAA has taken great care of me and my family over the years, yet you cant refund a service you provided using AFTER MARKET parts, that caused carbon build up on my throttle bodyAnd now *** refuses to issue a refund and instead blames the issue on other things wrong with the vehicle. I am still seeking a full refund
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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, *** ***
Dear Revdex.com:
We serviced *** *** PT Cruiser on 1/7/16. She had several issues. I have attached the work order from that date. We found her radiator to be leaking and drive belts crackedWe found an issue with her front wheel bearings and advised that they will need to be
replaced at some point in the future. We explained the issues to her and she told us to replace the radiator and belts as well as perform the tune-up. Her check engine light throws the code P0601. PChrysler code points to the RAM memory of the ECM to write and rewrite data while operating. Our service technician did not properly explain to her that this is an internal control failure of one or more of any of the components She did not request that we keep her parts and as to our business practices, they were disposed of a day or two after her service. PT Cruiser’s have a 6-year life on these parts. We are willing to refund, as a gesture of good will, the $MsKent is requesting for the radiator and hoses with a full and final release
We are sorry our customer has continuing issues with his vehicle. His vehicle is several years old and his hoses etcare still the original equipment. Over the years, these items need to be checked, repaired and or/replaced. We don't know and won't try to guess how he maintained his vehicle. What we can attest too is the severe lack of coolant in his vehicle when he brought it to our shop for repairs. That is not something we caused to happen and can't be held responsible for any damage that lack of coolant caused him. In order to properly determine what the ultimate issue was with his or any other similar vehicle, we had to first fix what visually we saw to be a problem. We did so and have offered, both to the customer and in our earlier response to his complaint, not to charge him what it cost us for those services.The customer did file a complaint with our member relations and also left a message for me. Our recorded call records show that we returned his calls on July 25th. Both went to voice messages. I answered the original Revdex.com complaint on July 26th at 11:am. To date, the customer has not returned the call from the 25th.Ben did not cause the damage to the customer's vehicle. It is a result of the extremely low to no coolant that was in his vehicle upon arrival to our shop. There was no way for us to tell he had an internal engine failure until his cooling system could hold coolantAgain, we will honor our offer to waive the cost for us to repair the hose, but will not accept responsibility for the damage to the engine.Anna FCorporate Risk Manager
We can't speak back to 2014. The store manager at that time is no longer our employee, howeveron the most current part of her complaint, our regional manager dealt with her husband. We did not deal with her. The car was brought in because the brakes were wearing out. The root
cause of the wear is due to the passenger front bearing, which is bad. We explained that to her husband who asked us just to replace the brakes under the warranty and not worry about the bearing, he would fix that himself. We told in we couldn't warranty the brakes if the cause of the wear was the bearing and he understood our position. We did offer a discount to fix the bearing and he refused, he said he would fix the bearing himself and then return to us for the brakes. We told him we would honor the warranty them at that time Bob Sumerel strives to provide quality service to our customers. It concerns us that our member is upset and unhappy with the information we have provided . Our warranty does not extend to consequential damage nor does it apply to any performance failure due to such causes as fire, theft, road damage, collision or any negligent or willful abuse. We are still open to fixing the brakes and providing the warranty if and when he brings his vehicle back after the bearing is fixed
We agree to refund the $to our customer. I will reach out to him with a full and final release and to verify where he wants the check sent. We appreciate the opportunity to work with our customer and come to a mutual understanding and agreement.Sincerely,*** ***
We are happy *** found her issue and repaired it for her. With flushing her system, there is now metal in the system and we were afraid of that happening. This will cause other materials to break downAs noted on her *** invoice, this vehicle has lots of rust. Now that the rust is circulating through her system, and at some point in time it is going to clog the thermostat first and move onto the heater core, radiator and then possibly destroy her engine. We wish her the best that none of that happens. We would refuse again, under the same circumstances, to not flush her system as we were concerned it would create damage noted above. We are sorry she wasn't happy with her experience and so as a gesture of goodwill, we have refunded her the cost of her diagnostic test. If that refund hasn’t already arrived, it should shortly. Checks are issued out of Wilmington, DE. Bob Sumerel Tire & Service puts our customers first and we don't mislead them when it comes to their repairs.
[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 ***, and find that this resolution is satisfactory to me We thank the time taken to respond to this unfortunate situationWe aren't the type to complain which is why we felt under the circumstances this warranted a complaint.
Regards,
*** ***
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.*** ***Corporate Risk Manager
The plugs that were installed in the car were verified by the dealership as viableWe performed the service flawlessly and there were no issues when the vehicle left the building The company that looked at the vehicle later does not exist(Their invoice also stated that a coil needed to be
replaced) I called the number on the invoice, it actually is a driving school not a repair shop We offered her a reimbursement on the plugs and she refused. We did nothing incorrect in our service for this member.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
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
Customer brought her Pontiac Sunfire in on 3/2/to have her air conditioner checked. She stated that her a/c had not worked in quite some time. We explained it was bad for a/c systems to sit dormant with Freon (r123a refrigerant) and oil, as they keep the rubber seals soft and the
metal in the system from corroding. That it may take multiple visits to have it working properly depending on what we foundWe brought the Sunfire into our shop and verified that it had zero or Freon in they system. We our A.C machine to properly create and held a vacuum and then charged the system with refrigerant and installed oil per specification. The A.C machine prevents you from adding Freon to a system that will not held a specific amount of vacuum, as it will check for massive leaks. It held we added the oil and Freon with UV dye. We explained to the customer the process in detail and advised her that it was working properly at the moment and that more than likely, despite passing all the preliminary test, the a/c would work maybe a week or less based on there being zero oil and zero Freon in the system at the beginning of the a/c service. We explained that we added UV dye to the system to aid us in finding leaks and to return to the shop in in week or sooner if the a/c stopped working. We reminded her that it may take the system working properly for a few weeks dot be 100% sure there is not multiple components that would fail due to the time the system spent empty and the age of the vehicle. At this time, we explained to her that there is no warranty on the service when parts fail allowing the Freon to leak out, but we would warranty the labor from the a/c service itself for one year. She understood.The next day she called and her a/c was no longer working. This came as no service to either of us and she returned to have us check where the Freon had leaked from. We found a pressure line in the system covered with the UV dye. We gave her the repair estimate to which she agreed and we ordered the part. We explained that we were able to use the UV dye light to inspect every component in the system with the exception of the components in the dash as these parts are not accessible. We let her know that with low temperatures and humidity, it is very hard to check the component called the Evaportor core in the dash. The only way to determine if there is a problem with this part is for the Freon sniffer to detect Freon down in the dash vents or for enough condensation to build up on the core to drip inside the dash and have enough liquid come out of the moisture overflow underneath the car. At this time the detector did not show any leaks from inside the dash and we did not see any moisture coming from the overflow. Again, she understood and agreed that we should make the repairs and put more dye in the system. The parts were ordered, came in days and she returned weeks after then to have the pressure line installed. We made the repair and another a/c service was preformed. We then reiterated to her our concerns about the evaporator core. We did not charge her for the Freon or labor on the a/c service, despite that being part of the cost agreed too before we started the work. We advised her once again that it was working now but as we haven't been able to find out if the evaporate was leaking or not and that components that were not leaking prior to having the system properly sealed could potentially start to show a problem after the system was used with correct pressures. Plug one hole and another may form, due to the length of time the a/c was without oil or Freon and age of her vehicle.. We were very clear this may not be her last visit for this issue.We gave her a rough estimate of $for what it might cost to have her evaporator core replaced and she was not happy. We explained we had advised her of the possibilities every step of the process. She explained she had some health issues and that they caused her to miss a lot of work. It would take her some time to afford further repairs if they became necessary. She understood and seemed more upset with her car than with us.A couple of days later, the customer called and accused us of taking her money and not fixing her car. We went through every detail once again and she agreed to bring her car back. On this visit we finally found dye coming from the moisture drain under the car thus verifying that 100% the evaporator core was leaking. She told us that despite us telling her everything up front, I would be fixing her car for free, that we should have known from the beginning that it was her evaporator core. We offered to split every dollar she had spent up to that point and put it towards her evaporator core as a gesture of good will and for customer satisfaction, we had done everything honestly and with integrity. She was receptive to this up to the point that we had to cause the a/c to stop working and that there would be no warranty, no refunds or credits applied to any future problems with the a/c system. She said we would warranty her whole a/c system for a year and any type of problem that may occur. We politely told her that was unreasonable and her response was she didn't care, she would take us to court. 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.It is truly frustrating to have done everything properly and still be in this position with our customer. We will refund her money as a gesture of good will and like we tried to do on her last visit with us, which she refused. Anna FCorporate Risk Manager, Bob Sumerel Tire & Service, LLC.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** *** I will never use them again and advise all I know beware of these crooks!
I have attached a rather lengthy response in Word doc format and attached of the emails in text formatI have two other emails that are not attached due to the limitations of attachmentsAll emails can be sent in their original format if you would like.Thank you for taking the time to review my attached response.Sincerely, [redacted] Cell:? ? [redacted] eMail:? [redacted]
Dear Revdex.com: We have received the complaint filed by [redacted] ? of Aurora, Inregarding a Mitsubishi Eclipse.? We don’t have any service records for a? [redacted] ? but believe we have dealt with him regarding a Mitsubishi Eclipse belonging to a [redacted] (different last name).? We did a timing belt kit on this Eclipse in July 2015.? This car was towed back to our Aurora location on 10/26/ The car was very hard to turn over.? It had to have a charger on full boost to get it to turn over.? The customer’s step-father, [redacted] was who we initially were dealing with at this stage.? The very first thing we did when we received the car was to check to be sure all the valve train components were moving.? They were.? [redacted] asked us what we “thought” could be the problem.? ? We told him the car acted as though it had been hot.? He said he had no idea but to give him the worst case scenario We pulled the top of the timing cover off to make sure the belt we installed in July was still tight.? It was.? A slack belt would indicate an issue with the work we performed in July? If the timing had teeth off on one camshaft after we did the repair, ? the car would not have been running when it was picked upIt was and ran until it towed into us in late OctoberTo go further with the diagnostic procedure would have required significant tear down/diagnostic labor that the customer (***) declined We advised [redacted] for his worst case scenario, that the car may need an engine.? He asked us for pricing.? Around this time, [redacted] advised us he was no longer with [redacted] mother and wasn’t going to be further involved.? The car sat on our lot for a week or so when a new young man called, ***.? We do not know his relationship to the owner We are not sure where he claims he is getting all his information? During his initial contact with us regarding the car, he insisted that we told him the car had to have a new motor.? That was not the case.? We provided a worse-case scenario to [redacted] as was requested.? [redacted] refused to believe that is what we providedAs far as the “1.9” markup not sure where [redacted] came up with this numberAn expensive part, ? like an engine, would not be marked up at a rateWe do not disclose our proprietary information to our customers.? [redacted] identified himself as a previous mechanic during our conversation so our best guess is that is his shop’s pricing We are happy that our customer has found the issue with the Eclipse and it does not in fact need a new engine.? Please let me know if you need any additional information.? I have a copy of the invoice for our July work, which I would be happy to send to you Sincerely, [redacted] Corporate Risk Manager AAA Allied Group, Inc Bob Sumerel Tire & Service, LLC [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 In deference to AAA's last response I again would ask, if the vehicle was low on coolant as they claim then why did they not mention that there could be additional problems if moving forward as Ben wants to rely on? Again the vehicle has been properly maintained at professional shopsI personally checked and verified that the coolant in the radiator and over-flow bottle were at the right levelsAnd one more time, the hoses were in good shape as attested to by [redacted] ***? and [redacted] So I once again question AAA as to why they want to point out that the hoses were originalThey have never addressed what Ben told me that fateful day I called to asked when the van would be readyHe said to me (paraphrased but accurate) "We put the part on and turned on the vanWe kept putting in coolant thinking there was an air pocket in the system until we knew the head was blown".And again I offer my phone records to Revdex.com to verify that no call, voicemail or text ever came to me from Ben or AAAI distinctly remember going over my cell phone number with Ben when I dropped the van off to make sure he had it and it was correctHe did.? At this point I have had the van towed homeI hope to make this complaint available to other consumers that are thinking of taking their vehicle to Bob Sumerel Tires owned by AAAThey are unresponsiveUnprofessional and completely indifferent to their company failures.? Their actions or better said, inaction are indicative of a company not wanting to face up to their mistakesI will be happy to address this in small claims court Regards, [redacted]
We agree that this temporary repair should not have failed so quickly. We sent a check in the amount of $to the customer on May 7th.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Upon receipt of the $refund I will sign any documents or make any necessary updates to show and verify I've given Bob Sumerel full and final release. Please let me know if I should go to the business for the refund or expect to obtain it in the mail made payable to *** *** *** *** *** *** *** ** ***
Regards,
*** ***
***THIS HAS NOT BEEN RESOLVED*** I took my vehicle to Bob Sumerel (Newport Location) for a tune up where I had the air filter replaced, the cabin air filter replaced, the emissions system checks, the ignition system checked, and the spark plugs replacedI then took my vehicle to *** *** for service due to the engine having a hard knock and what felt like a jerking feeling while drivingThere service department inspected the vehicle and stated that the spark plugs were mis-firing and stated they would need replaced, as well as a engine system cleanI told them that I just recently had the spark plugs replaced, and didn't know why they would need replaced againThe service manager there stated that Bob Sumerel had replaced my spark plugs with after market plugs that did not contain the needed iridium tips for this type of vehicleI promptly called Bob Sumerel in Newport and spoke with the manager, ***, who at first told me he could not find my invoice and that I had never had any service completed there(He treated me as though I was an i
t and had called the wrong business)I then got of the phone, obtained my information for proof that I did in fact have a tune up and repairs completed thereThis is when he stated he had found my invoice*** claims to have used to correct plugs needed for the vehicle and was adamant that there were "other underlying issues" with my car and that the spark plugs were not one of themI went ahead and has *** *** completed the spark plug repair and paid for thisI want my money back from Bob Sumerel as they used the WRONG parts needed for my vehicleI have photos and the parts in possession if need be--I went in yesterday (Monday Dec 5) to talk to ***He looked at the spark plugs, and stated now that it was another "internal issue"I have done my research on the use of After Market spark plugs, and they are clearly NOT the quality of OEM spark plugsI even called *** the day my vehicle was at the dealership being repaired, all opportunity to call and speak with my service managerHE REFUSEDI then told him I would be having the spark plugs replaced, since he refused to even speak about the issues, and that I wanted a refund for my services at Bob SumerelI have been a AAA Customer for years! I used this business because AAA has taken great care of me and my family over the years, yet you cant refund a service you provided using AFTER MARKET parts, that caused carbon build up on my throttle bodyAnd now *** refuses to issue a refund and instead blames the issue on other things wrong with the vehicle. I am still seeking a full refund
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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, *** ***
Dear Revdex.com:
We serviced *** *** PT Cruiser on 1/7/16. She had several issues. I have attached the work order from that date. We found her radiator to be leaking and drive belts crackedWe found an issue with her front wheel bearings and advised that they will need to be
replaced at some point in the future. We explained the issues to her and she told us to replace the radiator and belts as well as perform the tune-up. Her check engine light throws the code P0601. PChrysler code points to the RAM memory of the ECM to write and rewrite data while operating. Our service technician did not properly explain to her that this is an internal control failure of one or more of any of the components She did not request that we keep her parts and as to our business practices, they were disposed of a day or two after her service. PT Cruiser’s have a 6-year life on these parts. We are willing to refund, as a gesture of good will, the $MsKent is requesting for the radiator and hoses with a full and final release
We agreed with the customer. We refunded the money spent at the dealer and replaced the other three valve stems at another one of our locations.
We are sorry our customer has continuing issues with his vehicle. His vehicle is several years old and his hoses etcare still the original equipment. Over the years, these items need to be checked, repaired and or/replaced. We don't know and won't try to guess how he maintained his vehicle. What we can attest too is the severe lack of coolant in his vehicle when he brought it to our shop for repairs. That is not something we caused to happen and can't be held responsible for any damage that lack of coolant caused him. In order to properly determine what the ultimate issue was with his or any other similar vehicle, we had to first fix what visually we saw to be a problem. We did so and have offered, both to the customer and in our earlier response to his complaint, not to charge him what it cost us for those services.The customer did file a complaint with our member relations and also left a message for me. Our recorded call records show that we returned his calls on July 25th. Both went to voice messages. I answered the original Revdex.com complaint on July 26th at 11:am. To date, the customer has not returned the call from the 25th.Ben did not cause the damage to the customer's vehicle. It is a result of the extremely low to no coolant that was in his vehicle upon arrival to our shop. There was no way for us to tell he had an internal engine failure until his cooling system could hold coolantAgain, we will honor our offer to waive the cost for us to repair the hose, but will not accept responsibility for the damage to the engine.Anna F
Corporate Risk Manager
We can't speak back to 2014. The store manager at that time is no longer our employee, howeveron the most current part of her complaint, our regional manager dealt with her husband. We did not deal with her. The car was brought in because the brakes were wearing out. The root
cause of the wear is due to the passenger front bearing, which is bad. We explained that to her husband who asked us just to replace the brakes under the warranty and not worry about the bearing, he would fix that himself. We told in we couldn't warranty the brakes if the cause of the wear was the bearing and he understood our position. We did offer a discount to fix the bearing and he refused, he said he would fix the bearing himself and then return to us for the brakes. We told him we would honor the warranty them at that time Bob Sumerel strives to provide quality service to our customers. It concerns us that our member is upset and unhappy with the information we have provided . Our warranty does not extend to consequential damage nor does it apply to any performance failure due to such causes as fire, theft, road damage, collision or any negligent or willful abuse. We are still open to fixing the brakes and providing the warranty if and when he brings his vehicle back after the bearing is fixed
We agree to refund the $to our customer. I will reach out to him with a full and final release and to verify where he wants the check sent. We appreciate the opportunity to work with our customer and come to a mutual understanding and agreement.Sincerely,*** ***
We are happy *** found her issue and repaired it for her. With flushing her system, there is now metal in the system and we were afraid of that happening. This will cause other materials to break downAs noted on her *** invoice, this vehicle has lots of rust. Now that the rust is circulating through her system, and at some point in time it is going to clog the thermostat first and move onto the heater core, radiator and then possibly destroy her engine. We wish her the best that none of that happens. We would refuse again, under the same circumstances, to not flush her system as we were concerned it would create damage noted above. We are sorry she wasn't happy with her experience and so as a gesture of goodwill, we have refunded her the cost of her diagnostic test. If that refund hasn’t already arrived, it should shortly. Checks are issued out of Wilmington, DE. Bob Sumerel Tire & Service puts our customers first and we don't mislead them when it comes to their repairs.
We gave him a refund as a gesture of goodwill
[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 ***, and find that this resolution is satisfactory to me We thank the time taken to respond to this unfortunate situationWe aren't the type to complain which is why we felt under the circumstances this warranted a complaint.
Regards,
*** ***
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.*** ***Corporate Risk Manager
The plugs that were installed in the car were verified by the dealership as viableWe performed the service flawlessly and there were no issues when the vehicle left the building The company that looked at the vehicle later does not exist(Their invoice also stated that a coil needed to be
replaced) I called the number on the invoice, it actually is a driving school not a repair shop We offered her a reimbursement on the plugs and she refused. We did nothing incorrect in our service for this member.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
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
Customer brought her Pontiac Sunfire in on 3/2/to have her air conditioner checked. She stated that her a/c had not worked in quite some time. We explained it was bad for a/c systems to sit dormant with Freon (r123a refrigerant) and oil, as they keep the rubber seals soft and the
Corporate Risk Manager, Bob Sumerel Tire & Service, LLC.
metal in the system from corroding. That it may take multiple visits to have it working properly depending on what we foundWe brought the Sunfire into our shop and verified that it had zero or Freon in they system. We our A.C machine to properly create and held a vacuum and then charged the system with refrigerant and installed oil per specification. The A.C machine prevents you from adding Freon to a system that will not held a specific amount of vacuum, as it will check for massive leaks. It held we added the oil and Freon with UV dye. We explained to the customer the process in detail and advised her that it was working properly at the moment and that more than likely, despite passing all the preliminary test, the a/c would work maybe a week or less based on there being zero oil and zero Freon in the system at the beginning of the a/c service. We explained that we added UV dye to the system to aid us in finding leaks and to return to the shop in in week or sooner if the a/c stopped working. We reminded her that it may take the system working properly for a few weeks dot be 100% sure there is not multiple components that would fail due to the time the system spent empty and the age of the vehicle. At this time, we explained to her that there is no warranty on the service when parts fail allowing the Freon to leak out, but we would warranty the labor from the a/c service itself for one year. She understood.The next day she called and her a/c was no longer working. This came as no service to either of us and she returned to have us check where the Freon had leaked from. We found a pressure line in the system covered with the UV dye. We gave her the repair estimate to which she agreed and we ordered the part. We explained that we were able to use the UV dye light to inspect every component in the system with the exception of the components in the dash as these parts are not accessible. We let her know that with low temperatures and humidity, it is very hard to check the component called the Evaportor core in the dash. The only way to determine if there is a problem with this part is for the Freon sniffer to detect Freon down in the dash vents or for enough condensation to build up on the core to drip inside the dash and have enough liquid come out of the moisture overflow underneath the car. At this time the detector did not show any leaks from inside the dash and we did not see any moisture coming from the overflow. Again, she understood and agreed that we should make the repairs and put more dye in the system. The parts were ordered, came in days and she returned weeks after then to have the pressure line installed. We made the repair and another a/c service was preformed. We then reiterated to her our concerns about the evaporator core. We did not charge her for the Freon or labor on the a/c service, despite that being part of the cost agreed too before we started the work. We advised her once again that it was working now but as we haven't been able to find out if the evaporate was leaking or not and that components that were not leaking prior to having the system properly sealed could potentially start to show a problem after the system was used with correct pressures. Plug one hole and another may form, due to the length of time the a/c was without oil or Freon and age of her vehicle.. We were very clear this may not be her last visit for this issue.We gave her a rough estimate of $for what it might cost to have her evaporator core replaced and she was not happy. We explained we had advised her of the possibilities every step of the process. She explained she had some health issues and that they caused her to miss a lot of work. It would take her some time to afford further repairs if they became necessary. She understood and seemed more upset with her car than with us.A couple of days later, the customer called and accused us of taking her money and not fixing her car. We went through every detail once again and she agreed to bring her car back. On this visit we finally found dye coming from the moisture drain under the car thus verifying that 100% the evaporator core was leaking. She told us that despite us telling her everything up front, I would be fixing her car for free, that we should have known from the beginning that it was her evaporator core. We offered to split every dollar she had spent up to that point and put it towards her evaporator core as a gesture of good will and for customer satisfaction, we had done everything honestly and with integrity. She was receptive to this up to the point that we had to cause the a/c to stop working and that there would be no warranty, no refunds or credits applied to any future problems with the a/c system. She said we would warranty her whole a/c system for a year and any type of problem that may occur. We politely told her that was unreasonable and her response was she didn't care, she would take us to court. 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.It is truly frustrating to have done everything properly and still be in this position with our customer. We will refund her money as a gesture of good will and like we tried to do on her last visit with us, which she refused. Anna F
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** *** I will never use them again and advise all I know beware of these crooks!