RE: Alleged damage Newport Sumerel Dear ***: We have again reviewed the picture you sent us that shows a dent on your vehicle with red paint transferWhile it is apparent something hit your door, it was not done by any employee of Bob Sumerel Tire & Service, LLCOur Newport store manager
took you to our garage and showed you the car rack or lift that was used to service your vehicleIn fact, you saw all our liftsHe showed you how it was impossible for your truck to be damaged by the lift in the area of your dentAt that time, you acknowledged that you understood the ding could not have happened via the liftWhen we spoke, you told me that you understood that lift was not the cause of the damage but what about other items in our garage, specifically the floor jacksWe have two floor jacks at our Newport locationOne is green and silver with the other one being white and blackNeither one of our floor jacks were the cause of the ding with red paint transfer to your vehicleWe have nothing else in our facility that is mobile and red in natureIt appears to us that the ding to your truck is something that is commonly called a door dingThis is what happens when another vehicle opens a door too close to your vehicle and striking itWhen and where this happened to your truck, we do not knowWho opened their door into your truck, we also don't knowWe respectfully deny liability for the door ding to your truck for the reasons stated aboveIf you have any further questions, please do not hesitate to give us a callSincerely, *** *** Corporate Risk ManagerRevdex.com*** ***
** *** ***
*** *** * ** *** Dear *** *** :Thank you for using your Revdex.com as a resource to resolving your complaint ID *** submitted on 9/10/12:00:AM against Bob Sumerel Tire & Service Co LLC. Since you have accepted Bob Sumerel Tire & Service Co LLC’s response, ("emailed *** *** and let him know we would do the 66% of his estimate. Today, I am emailing him a full and final release and ordering the check from our accounting department. I asked him to verify his mailing address and he did so by email late last night.") we are closing this complaintIf you and Bob Sumerel Tire & Service Co LLC have reached an agreement and compliance is set for a future date, we trust they will follow throughIf this does not happen, contact us and we will review the complaint and proceed accordingly.Your complaint is now part of the Revdex.com Business Review and details will be posted on Revdex.com.org, if it meets our online standardsWe encourage you to stay in touch with Revdex.com for great tips and information with our consumer e-newsletter or find a business you can trust with our Request A Quote service. Regards,*** ***
*** *** ***
***
*** ***
We will agree to tha? We will agree that the customer and BSTS dis-agree on this incident.? We have reimbursed her and she should receive the refund shortly as it comes out of Wilmington, Delaware
Dear Revdex.com: ? We are in receipt of the complaint by Mr*** 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,
[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.?
Regards,
*** ***
There will not be any additional refund to this customer.? She cancelled her credit card charge for this service and isn't out any money, in fact, the cc charge was for all work including a muffler weld which isn't part of this Revdex.com claim.? I have the chargeback from the cc company which? I can't get to attach but can forward to the Revdex.com via email? From our accounting department: We did issue her a checkWe were subsequently informed by PNC of a chargeback for the transactions totaling $As such, we stopped payment on the check since the credit card company was reimbursing her via chargebackThe chargeback exceeds the amount she claims with Revdex.com as they charged us for all work completed, including the muffler weldAAA nor Bob Sumerel Tire & Service LLCbounced any checks to this customer
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 FCorporate Risk Manager?
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***? 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,
*** ***
[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.?
Regards,
*** ***
[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.?
Regards,
*** ***
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,*** ***Cell:? ? ***eMail:? ***
After contacting the company about an issue with my air conditioner not being fixed properlyI was finally told I would receive a refund in the mailI got the check and I deposited it in my bank account - ONLY TO HAVE IT BOUNCE AND BE CHARGED ANOTHER $IN ADDITION TO WHAT THE COMPANY HAS ALREADY TAKEN FROM ME! The check was from AAA services as part of Bob Sumerel in the amount of $and deposited on June 2ndOn June 7th a "return of deposit" deduction for the $occurred showing the check bounced and was removed from my account and then I was charged on June 8th a fee of $because of this! I do NOT appreciate the HORRIBLE service and I would like a REAL and GOOD refund in the form of a MONEY ORDER! that will NOT bounce in the amount of $to cover the fee you additionally cost me in addition to what you promised to refund!!!! It is absolutely DISGUSTING that you do business this way!!!
[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.?
Regards,
*** *** ***
Ms*** 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.? *** ***Corporate Risk ManagerBob Sumerel Tire & Service, LLC?
Dear Revdex.com:Customer came in with the upper intake & radiator hose exploded, severally overheated / steaming hot, with T Stat stuck, and orange stop leak, rusty coolant everywhereWe took the wife out there into the bay and showed her the engine compartment explaining the issue .She acknowledged
all, and authorized original quoteShe asked if we could get all repairs done before her husband got released from the hospitalWe advised we would do our best, but there was a lot of work to be performedAdvised this may be the starting point to fix the immediate issues over coolant leaking, and replacing of hoses, t-stat, etc… Advised we would need to assess her engine after the initial repairs were performed.? Without any coolant at all, we had to fix the hoses to get her vehicle it operating and running to an operating temperature to determine if she had damaged her engine by driving it extremely hot and to see if all the leaks were fixed.We fixed the initial issue, but advised due to the extreme overheat, she had internal issues with the engineMost likely blown head gasket, and/or crack(ed) cylindar heads(Performed Block test, and immediately came back with exhaust fumes in coolantOriginally could not Block test, or Run Compression test based on with so many issues and leaks, and severe condition of coolant.---appears someone installed stop leak to attempt to stop leak??)? We suggested she have the car towed home as on the test drive it ran rough.? She asked if she could drive it home and we told her she might make it or it might break down in miles.? She chose to drive it home telling us that they were going to take it to a dealership to trade it in and opted to forgo any other repairs.? After getting it home, she called us complaining her car almost didn't make it home.? We again explained the issues to her and advised that we would be willing to look at it again.? That we could give her an estimate for the engine repair.Customer had towed back in the following day.? Our garage manager sat down and explained it to the husband and wife once againHusband stated he was on medicine, and fresh out of the hospital, so he was having issues with his memoryI explained everything to them again, went out showed them at the vehicle there was no longer any leaks whatsoever, but explained it would overheat if they continued to drive itHusband acknowledged, hopped in vehicle and drove home again.This has all been documented and signed off on by the customer every step of the way.? I have attached the initial preview of the vehicle and the invoices to this email for your review.We strive to make our customers happy.? It's unfortunate that the vehicle was driven while extremely hot, bursting all the hoses and draining all the coolant from it before it reached our facility.? We only did the authorized work after the repair and pricing was agreed to by our customer
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
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 *** *** *** *** ***? and *** ***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,
*** ***
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
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,
*** ***
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.]Date of *** *** comments / reply ? 4/8/Please see my response and comments in GREEN.The original complaint submissions I made is 100% accurateI'm sorry, but MsF* was not present.? Your second-hand "version" of the accounts that happened that day as "indicated" are and deliberate lies to try to conceal your service shop's incompetency and more so under-handed tactics.? Mr*** brought his car into our Florence facility about 3:pm on Saturday, March 26th? for repair to two flat tiresThe agreed transaction was for the repair of two "slow leak" tires and an oil change.Our store manager at that time verified with Mr*** that the customer we already had in our management system was *** *** including the address and phone numberFirst incorrect point: I met with MrGreg L***? Retail Operation CLERK, not the Store Manager? He was in fact the only employee in the frontFirst your Retail Operations Clerk, tired to dismiss me as a customer, by saying that? they are getting? ready to closeI told him I just want to drop MY CARt off for simple tire leaks, and inquired what the price was for an oil changeHe said $for the oil change and $for the tires each)I said Ok, I can pick it up MondayHe then asked me my name? while bringing his BST accounts up on the computer? I said my name is *** ***He? said "I have a *** *** on Appomattox, I said that's my son, you worked on his *** in the past I specifically told him that this service (Contract) was for me (Mr*** ***), and MY CAR a ***.Mr*** *** agreed that the information we had was correct- Total fabrication.? Mr*** *** at no point in time told us not to use this phone number or addressThis is again? incorrect ? - please get at least the simple facts straight - my son and I live in the same house, we have? two? separate and very different vehicles and accountsHe has a ***, that this Service Center worked on a few months back ? - ( This was also defective work done by this BST Service Center, resulting in BST MrTroy C**? replacing, at BST cost a S*** Wheel, damaged from your tire? installation? - check your records)The phone number from my son's PAST ***? service record is of no? consequence, not relativeI told MrL*** clearly that when he pulled up my son ***'s? service history, that THIS IS NOT MEI am bringing my car in today for? service on MY TOYOTA for me *** ***, not my son, who? should have had zero interaction in this transactionHe was never a party to this transaction.? He told us it was fine to use the information we had and did not tell us to speak only with him? Total fabrication , lieIf he had done so, we would have created a new customer ticket under his name, address and phone numberThis is exactly what you should have done ,but did notAs I mentioned above, MrL*** seemed much more concerned in? shooing? customs away since it was? close to his? closing time, than taking care of a customer in a? professional mannerIf you ? (BST) has simply created a new customer ticket, then we wouldn't be having this conversation now, and I wouldn't be out $in deceptive practice chargesHow can your? employee bring up a previous service ? record for a ***, and then? proceed to conduct work on a ***? This speaks volumes to your adherence to your BST? policies, or you are? just plain conducting a scamEither way, you are? in the wrong and making things much worse by not "coming clean".On Monday, we provided our free service of inspecting our customer’s vehicle to make sure there were no other issues that needed to be addressed in addition to repairing his flat tires.? Upon inspection, we found that the valve cover gasket was leaking and the outer passenger side tire rod end had play that needed to be repaired.? Along with these repairs and alignment should be doneThis year old car has been in my family since newIt has NEVER dripped one drop of oil in my driveway, you can come inspect itThis appears to be just a method to pad your invoiceThis cannot be an accepted practice within your industry - damaging customers financially with un-needed repairsI think this tactic has been shown many times by such shows as ** ***, and? ***? Examples, ***, ***Should Bob Summered Tire be added to this infamous list? Should I share my BST experience with our neighborhood/local press and TV?Our mechanic called the phone number on the invoice that was verified by Mr*** as the correct number for contactTotal? fabrication, perhaps we should bring MrGreg L*** before a judge, or Small Claims Court and let him express this? statement? again, under oath.He discussed the issues with Mr*** *** and offered an estimate for the repairsThis too, is a lie, MrC**? told me the day that I picked the car up, that is was MrN*** that called my son, He pointed at MrN*** and? said? "didn't you call?"This ? He was given verbal permission for the repairs to be completed on the ***My son has? absolutely no role in this transaction and contract for serviceThe fact that you brought up the wrong? account and then called him is not? relevantAgain, If MrL*** has taken the effort to write up a "new? custom ticket" then we wouldn't be here today...The outer tie rod end was frozen to the inner tie rod and would not separateThe fact that you chose to repair certain items is not my issue, YOU DID NOT TALK TO ME - the customer about ANY repairs beyond the two "slow leak" tires, and elected oil change.? A car with 245,ooo miles has a lot of little issues that would be required to make it perfect, why did you stop at a valve gasket and tie-rods?? It must have been close to quitting time againWe called again and explained the issue receiving a go ahead to make the additional repairIrrelevant- you did not speak with THE CUSTOMER and party to the contractDo you guys have an attorney, do you understand contact law? ? Total repairs on the car came to $Total authorized charges $91.97At approximately 5:p.m*** came to retrieve the vehicle and engaged with our JrRegional Manager at the desk.? Mr*** said he would not be paying for any repairs to the vehicle because he didn’t approve themCorrect? We explained that the repairs were approved by Mr*** *** at the verified phone number he gave us on Saturday? Total blatant lie, this did not happen, ever.? He again insisted he would not pay for the repairs with rather colorful language.? His demeanor and language caught the attention of all workers and customers in the facility.? Our manager at that time informed him that we didn’t allow “language” of that type in our facility around ladies and other customers that were present.? He again said he wasn’t paying and would be leaving.? Our manager advised him to return the keys if he wasn’t going to pay for the approved repairs.? Again some language was leveled at us.? Our manager informed him that leaving the premises and not paying for any repairs, which had been approved, was “theft by deception.” He went on to explain that at no point in time will BSTS ever facilitate repairs on any vehicle, no matter the cost, without our prior approvalYou did not have nor obtain approval by THE CUSTOMER, it's that simpleI will comment that when MrC** reached over the counter to grab the keys from my hands, this also caught the attention of the customersIs this an endorsed? behavior by Bob Sumeral Tire and AAA, to have? their employee, no less, ? the Service Center's? Management? initiate a? physical encounter with customers?We received prior approval for the made repairs? NO, you never spoke with THE CUSTOMERMr*** paid for the repairs, colorful language the entire transaction, threatening us with the Revdex.com and to sue usI was "called out", like a thief in the midst of your custom base, that "I would be conducting Theft By Deception" if I left with my carI made the payment under duress.Don't you have an office to discuss potential private escalations with customers? This was again, very? embarrassing? for meIs this BST business philosophy to threaten and intimidate your customers?? We explained that we did exactly what we are supposed to do, we inspected the vehicle, repaired the tires, called the verified phone number with our concerns, gave the estimate to have the concerns repaired and gained approval to make the repairsNo, there was no verification that you should call my year old son to ask him about car repairs that he was totally unaware of, this is devious and an unlawful action.? To address the?
Regards,
*** ***
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 FCorporate Risk Manager
We don't believe any further response will resolve this issue.? ? BSTS was open and above board with this customer as we are with all our customers.? We wish her well in the future
RE: Alleged damage Newport Sumerel Dear ***: We have again reviewed the picture you sent us that shows a dent on your vehicle with red paint transferWhile it is apparent something hit your door, it was not done by any employee of Bob Sumerel Tire & Service, LLCOur Newport store manager
took you to our garage and showed you the car rack or lift that was used to service your vehicleIn fact, you saw all our liftsHe showed you how it was impossible for your truck to be damaged by the lift in the area of your dentAt that time, you acknowledged that you understood the ding could not have happened via the liftWhen we spoke, you told me that you understood that lift was not the cause of the damage but what about other items in our garage, specifically the floor jacksWe have two floor jacks at our Newport locationOne is green and silver with the other one being white and blackNeither one of our floor jacks were the cause of the ding with red paint transfer to your vehicleWe have nothing else in our facility that is mobile and red in natureIt appears to us that the ding to your truck is something that is commonly called a door dingThis is what happens when another vehicle opens a door too close to your vehicle and striking itWhen and where this happened to your truck, we do not knowWho opened their door into your truck, we also don't knowWe respectfully deny liability for the door ding to your truck for the reasons stated aboveIf you have any further questions, please do not hesitate to give us a callSincerely, *** *** Corporate Risk ManagerRevdex.com*** ***
** *** ***
*** *** * ** *** Dear *** *** :Thank you for using your Revdex.com as a resource to resolving your complaint ID *** submitted on 9/10/12:00:AM against Bob Sumerel Tire & Service Co LLC. Since you have accepted Bob Sumerel Tire & Service Co LLC’s response, ("emailed *** *** and let him know we would do the 66% of his estimate. Today, I am emailing him a full and final release and ordering the check from our accounting department. I asked him to verify his mailing address and he did so by email late last night.") we are closing this complaintIf you and Bob Sumerel Tire & Service Co LLC have reached an agreement and compliance is set for a future date, we trust they will follow throughIf this does not happen, contact us and we will review the complaint and proceed accordingly.Your complaint is now part of the Revdex.com Business Review and details will be posted on Revdex.com.org, if it meets our online standardsWe encourage you to stay in touch with Revdex.com for great tips and information with our consumer e-newsletter or find a business you can trust with our Request A Quote service. Regards,*** ***
*** *** ***
***
*** ***
We will agree to tha? We will agree that the customer and BSTS dis-agree on this incident.? We have reimbursed her and she should receive the refund shortly as it comes out of Wilmington, Delaware
Dear Revdex.com: ? We are in receipt of the complaint by Mr*** 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,
[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.?
Regards,
*** ***
There will not be any additional refund to this customer.? She cancelled her credit card charge for this service and isn't out any money, in fact, the cc charge was for all work including a muffler weld which isn't part of this Revdex.com claim.? I have the chargeback from the cc company which? I can't get to attach but can forward to the Revdex.com via email? From our accounting department: We did issue her a checkWe were subsequently informed by PNC of a chargeback for the transactions totaling $As such, we stopped payment on the check since the credit card company was reimbursing her via chargebackThe chargeback exceeds the amount she claims with Revdex.com as they charged us for all work completed, including the muffler weldAAA nor Bob Sumerel Tire & Service LLCbounced any checks to this customer
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
Corporate Risk Manager?
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***? 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,
*** ***
[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.?
Regards,
*** ***
[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.?
Regards,
*** ***
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,*** ***Cell:? ? ***eMail:? ***
After contacting the company about an issue with my air conditioner not being fixed properlyI was finally told I would receive a refund in the mailI got the check and I deposited it in my bank account - ONLY TO HAVE IT BOUNCE AND BE CHARGED ANOTHER $IN ADDITION TO WHAT THE COMPANY HAS ALREADY TAKEN FROM ME! The check was from AAA services as part of Bob Sumerel in the amount of $and deposited on June 2ndOn June 7th a "return of deposit" deduction for the $occurred showing the check bounced and was removed from my account and then I was charged on June 8th a fee of $because of this! I do NOT appreciate the HORRIBLE service and I would like a REAL and GOOD refund in the form of a MONEY ORDER! that will NOT bounce in the amount of $to cover the fee you additionally cost me in addition to what you promised to refund!!!! It is absolutely DISGUSTING that you do business this way!!!
[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.?
Regards,
*** *** ***
Ms*** 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.? *** ***Corporate Risk ManagerBob Sumerel Tire & Service, LLC?
We agree with the customer and will be sending the customer a check for a refund of the money the customer spent at the dealer
Dear Revdex.com:Customer came in with the upper intake & radiator hose exploded, severally overheated / steaming hot, with T Stat stuck, and orange stop leak, rusty coolant everywhereWe took the wife out there into the bay and showed her the engine compartment explaining the issue .She acknowledged
all, and authorized original quoteShe asked if we could get all repairs done before her husband got released from the hospitalWe advised we would do our best, but there was a lot of work to be performedAdvised this may be the starting point to fix the immediate issues over coolant leaking, and replacing of hoses, t-stat, etc… Advised we would need to assess her engine after the initial repairs were performed.? Without any coolant at all, we had to fix the hoses to get her vehicle it operating and running to an operating temperature to determine if she had damaged her engine by driving it extremely hot and to see if all the leaks were fixed.We fixed the initial issue, but advised due to the extreme overheat, she had internal issues with the engineMost likely blown head gasket, and/or crack(ed) cylindar heads(Performed Block test, and immediately came back with exhaust fumes in coolantOriginally could not Block test, or Run Compression test based on with so many issues and leaks, and severe condition of coolant.---appears someone installed stop leak to attempt to stop leak??)? We suggested she have the car towed home as on the test drive it ran rough.? She asked if she could drive it home and we told her she might make it or it might break down in miles.? She chose to drive it home telling us that they were going to take it to a dealership to trade it in and opted to forgo any other repairs.? After getting it home, she called us complaining her car almost didn't make it home.? We again explained the issues to her and advised that we would be willing to look at it again.? That we could give her an estimate for the engine repair.Customer had towed back in the following day.? Our garage manager sat down and explained it to the husband and wife once againHusband stated he was on medicine, and fresh out of the hospital, so he was having issues with his memoryI explained everything to them again, went out showed them at the vehicle there was no longer any leaks whatsoever, but explained it would overheat if they continued to drive itHusband acknowledged, hopped in vehicle and drove home again.This has all been documented and signed off on by the customer every step of the way.? I have attached the initial preview of the vehicle and the invoices to this email for your review.We strive to make our customers happy.? It's unfortunate that the vehicle was driven while extremely hot, bursting all the hoses and draining all the coolant from it before it reached our facility.? We only did the authorized work after the repair and pricing was agreed to by our customer
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
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 *** *** *** *** ***? and *** ***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,
*** ***
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
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,
*** ***
Revdex.com:
* was not present.? Your second-hand "version" of the accounts that happened that day as "indicated" are and deliberate lies to try to conceal your service shop's incompetency and more so under-handed tactics.? Mr*** brought his car into our Florence facility about 3:pm on Saturday, March 26th? for repair to two flat tiresThe agreed transaction was for the repair of two "slow leak" tires and an oil change.Our store manager at that time verified with Mr*** that the customer we already had in our management system was *** *** including the address and phone numberFirst incorrect point: I met with MrGreg L***? Retail Operation CLERK, not the Store Manager? He was in fact the only employee in the frontFirst your Retail Operations Clerk, tired to dismiss me as a customer, by saying that? they are getting? ready to closeI told him I just want to drop MY CARt off for simple tire leaks, and inquired what the price was for an oil changeHe said $for the oil change and $for the tires each)I said Ok, I can pick it up MondayHe then asked me my name? while bringing his BST accounts up on the computer? I said my name is *** ***He? said "I have a *** *** on Appomattox, I said that's my son, you worked on his *** in the past I specifically told him that this service (Contract) was for me (Mr*** ***), and MY CAR a ***.Mr*** *** agreed that the information we had was correct- Total fabrication.? Mr*** *** at no point in time told us not to use this phone number or addressThis is again? incorrect ? - please get at least the simple facts straight - my son and I live in the same house, we have? two? separate and very different vehicles and accountsHe has a ***, that this Service Center worked on a few months back ? - ( This was also defective work done by this BST Service Center, resulting in BST MrTroy C**? replacing, at BST cost a S*** Wheel, damaged from your tire? installation? - check your records)The phone number from my son's PAST ***? service record is of no? consequence, not relativeI told MrL*** clearly that when he pulled up my son ***'s? service history, that THIS IS NOT MEI am bringing my car in today for? service on MY TOYOTA for me *** ***, not my son, who? should have had zero interaction in this transactionHe was never a party to this transaction.? He told us it was fine to use the information we had and did not tell us to speak only with him? Total fabrication , lieIf he had done so, we would have created a new customer ticket under his name, address and phone numberThis is exactly what you should have done ,but did notAs I mentioned above, MrL*** seemed much more concerned in? shooing? customs away since it was? close to his? closing time, than taking care of a customer in a? professional mannerIf you ? (BST) has simply created a new customer ticket, then we wouldn't be having this conversation now, and I wouldn't be out $in deceptive practice chargesHow can your? employee bring up a previous service ? record for a ***, and then? proceed to conduct work on a ***? This speaks volumes to your adherence to your BST? policies, or you are? just plain conducting a scamEither way, you are? in the wrong and making things much worse by not "coming clean".On Monday, we provided our free service of inspecting our customer’s vehicle to make sure there were no other issues that needed to be addressed in addition to repairing his flat tires.? Upon inspection, we found that the valve cover gasket was leaking and the outer passenger side tire rod end had play that needed to be repaired.? Along with these repairs and alignment should be doneThis year old car has been in my family since newIt has NEVER dripped one drop of oil in my driveway, you can come inspect itThis appears to be just a method to pad your invoiceThis cannot be an accepted practice within your industry - damaging customers financially with un-needed repairsI think this tactic has been shown many times by such shows as ** ***, and? ***? Examples, ***, ***Should Bob Summered Tire be added to this infamous list? Should I share my BST experience with our neighborhood/local press and TV?Our mechanic called the phone number on the invoice that was verified by Mr*** as the correct number for contactTotal? fabrication, perhaps we should bring MrGreg L*** before a judge, or Small Claims Court and let him express this? statement? again, under oath.He discussed the issues with Mr*** *** and offered an estimate for the repairsThis too, is a lie, MrC**? told me the day that I picked the car up, that is was MrN*** that called my son, He pointed at MrN*** and? said? "didn't you call?"This ? He was given verbal permission for the repairs to be completed on the ***My son has? absolutely no role in this transaction and contract for serviceThe fact that you brought up the wrong? account and then called him is not? relevantAgain, If MrL*** has taken the effort to write up a "new? custom ticket" then we wouldn't be here today...The outer tie rod end was frozen to the inner tie rod and would not separateThe fact that you chose to repair certain items is not my issue, YOU DID NOT TALK TO ME - the customer about ANY repairs beyond the two "slow leak" tires, and elected oil change.? A car with 245,ooo miles has a lot of little issues that would be required to make it perfect, why did you stop at a valve gasket and tie-rods?? It must have been close to quitting time againWe called again and explained the issue receiving a go ahead to make the additional repairIrrelevant- you did not speak with THE CUSTOMER and party to the contractDo you guys have an attorney, do you understand contact law? ? Total repairs on the car came to $Total authorized charges $91.97At approximately 5:p.m*** came to retrieve the vehicle and engaged with our JrRegional Manager at the desk.? Mr*** said he would not be paying for any repairs to the vehicle because he didn’t approve themCorrect? We explained that the repairs were approved by Mr*** *** at the verified phone number he gave us on Saturday? Total blatant lie, this did not happen, ever.? He again insisted he would not pay for the repairs with rather colorful language.? His demeanor and language caught the attention of all workers and customers in the facility.? Our manager at that time informed him that we didn’t allow “language” of that type in our facility around ladies and other customers that were present.? He again said he wasn’t paying and would be leaving.? Our manager advised him to return the keys if he wasn’t going to pay for the approved repairs.? Again some language was leveled at us.? Our manager informed him that leaving the premises and not paying for any repairs, which had been approved, was “theft by deception.” He went on to explain that at no point in time will BSTS ever facilitate repairs on any vehicle, no matter the cost, without our prior approvalYou did not have nor obtain approval by THE CUSTOMER, it's that simpleI will comment that when MrC** reached over the counter to grab the keys from my hands, this also caught the attention of the customersIs this an endorsed? behavior by Bob Sumeral Tire and AAA, to have? their employee, no less, ? the Service Center's? Management? initiate a? physical encounter with customers?We received prior approval for the made repairs? NO, you never spoke with THE CUSTOMERMr*** paid for the repairs, colorful language the entire transaction, threatening us with the Revdex.com and to sue usI was "called out", like a thief in the midst of your custom base, that "I would be conducting Theft By Deception" if I left with my carI made the payment under duress.Don't you have an office to discuss potential private escalations with customers? This was again, very? embarrassing? for meIs this BST business philosophy to threaten and intimidate your customers?? We explained that we did exactly what we are supposed to do, we inspected the vehicle, repaired the tires, called the verified phone number with our concerns, gave the estimate to have the concerns repaired and gained approval to make the repairsNo, there was no verification that you should call my year old son to ask him about car repairs that he was totally unaware of, this is devious and an unlawful action.? To address the?
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.]Date of *** *** comments / reply ? 4/8/Please see my response and comments in GREEN.The original complaint submissions I made is 100% accurateI'm sorry, but MsF
Regards,
*** ***
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
Corporate Risk Manager
We don't believe any further response will resolve this issue.? ? BSTS was open and above board with this customer as we are with all our customers.? We wish her well in the future