Dear Revdex.com:
We have received the complaint filed by ***? of Aurora, Inregarding a Mitsubishi Eclipse.? We don’t have any service records for a? *** ? but believe we have dealt with him regarding a Mitsubishi Eclipse belonging to a *** (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, *** 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.? *** 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 *** for his worst case scenario, that the car may need an engine.? He asked us for pricing.? Around this time, *** advised us he was no longer with *** 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 *** as was requested.? *** refused to believe that is what we providedAs far as the “1.9” markup…not sure where *** 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.? *** 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,
*** ***
Corporate Risk Manager
AAA Allied Group, Inc
Bob Sumerel Tire & Service, LLC
***
*** ***Here is the pictures of the spark plugs that our Newport manager took when the customer brought them back to usThe dealer invoice stated that the vehicle requires denso iridium plugs , the plugs that we installed were ngk iridium plugs which are actually an upgrade from the factory plugs.? IRIDIUM is clearly marked on the plugs that we installed and she returned to us.? The plugs are correct, they are a different brand name, but they are the correct type of plug for her vehicle.? Our manager was trying to tell her that you can see on the electrode of the plug they have a distinct white line which is the timing mark which is created from the motor and a direct reflection of how the engine is runningAlso by the white of the plugs tells him? that those specific cylinder were running lean and that the vehicle is not getting enough fuel.? The specific engine that this vehicle has in it has a direct injection system that is known for having excessive carbon build up issues and causing lean conditions , he was worried that the dealer putting plug in the car is just a band-aid? for a bigger problem.I am sorry our customer is upset.? However, we didn't do anything incorrectly with her service.?
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
NGK is NOT an upgrade from the factory plugs Denso, that my dealership put inI can get a written statement from my dealerships service manager stating that these were the DIRECT cause of the carbon build upThis is not an appropriate response to my claimI have submitted all of the documents stating these are not the correct plugsI want a refund for my services provided at Bob Sumerel Tires.? ?
Regards,
*** ***
The customer had a drop off appointment at 7:am for an oil change and brakes on their Mazda.? Our store manager got stuck in traffic and arrived slightly after 7:30.? He apologized for his tardiness to the customer, check them in for service and asked them about the issues with
their brakes.? The customers stated that their brakes were squealing when braking.? He asked them if they were AAA members and discovered they an AAA Plus membership, which entitled them to a discount.? He told them they would get $off their oil change for AAA and he would call them regarding the brakes once we had looked them over.? The Mazda requires synthetic oil, which is more costly than regular oil.? After inspecting the car, it was determined that the brake pads were low and needed to be replaced.? It was also explained that the squealing noise was coming from the brake rotors.? Our store manager called the husband and discussed the inspection findings, the repairs and the cost.? He also explained that they would receive a $discount on the brake work because of their AAA Plus membership.? The husband approved the repairs as quoted.? At no time during this conversation did the husband ask us to save the replaced parts for them.The customers came into pick up their car and were being assisted by the store's assistant.? The wife was explaining to our assistant that she had never paid more than $for an oil change.? She also wanted the old brake pads and rotors.? Our manager overheard this conversation and joined in, explaining to the customer that her car required synthetic oil, it's in the owner's manual and is imprinted upon the oil cap itself.? She was insistent that we were charging her too much and that it should not cost her more than $19.99.? As a gesture of good will and to make our customer happy, our manager gave her a $total discount on the oil change bringing the cost down from the $cost to $19.99.? We gave her the old rotors that we had replaced as they are not disposed of via trash or our dumpster.? Her brake pads had already been tossed in the industrial dumpster and we didn't have them to return to her.In an effort to resolve her complaint, we called both Kerry Mazda and Jeff Wyler Mazda to confirm their Mazda did require synthetic oil as shown on both the oil cap and the owner's manual.? Both confirmed.? We asked them their pricing and Wyler told us the regular price for their oil changes are $but they were currently running a special of $39.95.? Kerry stated their price was $and if they were running a special it would be $45.00.? We spoke to both service departments regarding the brakes.? We asked them if they would inspect the customer's old parts to see if they needed to have the rotors replaced.? They told us what we already knew, that there is no way you could physically look at a brake rotor and tell if it needed to be replaced without performing some measurements on it and having it on the vehicle to see if the squeal continued.? Both dealers declined to get involved and inspect the customers rotors for us as they didn't want to get in the middle of this situation.We are sorry they are unhappy with their serviceThe customers came to us for an oil change and to fix the squeal in their brakes.? They received both.? If they had asked us to retain the replaced parts for them before hand, we would not have disposed of the pads in the dumpster.? We gave them the AAA Plus discounts they were entitled to under their membership.? We matched what the wife said was the most she ever paid for an oil change.? We verified with two local Mazda dealers that our oil change price was more in line to what they charged than $19.99.? The brake repair was discussed with and approved by the husband before we started any work on them.Please let us know if you have any further questions.*** ***Corporate Risk Manager? ?
Our records indicate that we used the correct spark plugs for this vehicle.? When the customer called our Newport store last week, she told us she was reporting us to the Revdex.com because she wanted her money back.? That Kia said we used the wrong spark plugs.? Our store manager told her
our records indicated that we put in the correct plugs.? She maintains Kia wouldn't lie to her.? In the conversation, our store manager told her to bring the spark plugs back and if they were the wrong ones, we would refund her for them.? It was his understanding that she was going to bring them back today, Monday, December 5, 2016.? She has not yet done so.? The offer still stands.? If she will bring the parts back to the Newport location and they are the wrong spark plugs for her vehicle, we will refund her moneyWe want our customers to be satisfied with our service.*** ***Corporate Risk ManagerBob Sumerel Tire & Service, LLC
dear mr***
in response to mr*** *** I would like to simply reiterate our stance as a repair facility
at no time, regardless of the cost does bob sumerel tire and service ever repair a vehicle without
first obtainin approval from the customeras we stated previously we verified all of the customer
information with mr*** ***we clarified fully the name, address and phone number in
our system as mr*** *** and it was accepted by mr*** ***.? mrL*** , retail
office clerk for bob sumerel tire and service, did his job perfectlyhe engaged the customer,
gathered customer information (that was approved by mr*** ***) and produced a workorder
for the technicians to facility repairsI would also like to mention that mr*** *** stated that
mrL*** was trying to "shoo" (his word not ours) him (mr*** ***) out the door because
we were closingas recorded on the time stamp in the upper right hand corner of his invoice
it shows clearly the time of 15:35:( some minutes before closingthere was no rush on
mrl***s part or "shooing" of a customer
bob sumerel tire and service repaired the two leaking tires and in the facilitating the oil change,
for which we inspect every vehicle new or used alike, the other repairs were noted and
the customer calledMr*** *** was given a clear and accurate estimate of the repairs
and without hesitation gave approval for them to be completed.? At no point and time did
mr*** ***? ask for a representative of bob sumerel tire and service to call mr? ***
***? to inform him of the repairshad mr*** ***? in any way asked for the repairs
to be explained to mr*** *** or that he could not make a decision on the repairs
then a member of the management team would have been happy to call? mr***
*** and explain fully the repairs that were needed.? ? ? ?
had mr*** *** asked to be called only or for his information to be taken, instead of
using information that was already on file and verified? by mr*** ***,? then mr*** *** would have been
called, informed and could have either denied or accepted the repair estimate
bob sumerel tire and service did what we do everydaywe collect information from the customer
at the door, facility diagnosis or repairs asked by our customers and inform then of needed
service, to which they are able to accept or decline
again, we respectfully decline to refund mr*** *** for the approved repairs made to his ***
?
sincerely,
?
anna f*
corporate risk manager
bob sumerel tire & service llc
cc:troy c**, jrregional manager
?
?
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that
this does not yet resolve my complaint.? For your reference, details of the offer I reviewed appear below.A full refund is completely acceptable to me and is appreciated.? However, my complaint is not yet resolved at this time because I have not yet received the check.? The business claims that a check was mailed to me on May 7, but as of today (May 24), the check has not been received at my address.? I understand that receiving the check may take time (especially if it has to be issued and mailed from a corporate office), but I would prefer not to resolve this complaint until the check is received
Regards,
*** ***
Thank you for forwarding this to my attention.? Unfortunately, our store manager, whom the customer was dealing with, was off for several day due to an unexpected death in his immediate family.? He was not avoiding the customer.? We have reached out to the customer by phone today,
leaving messages for her at both the telephone numbers we have on file.? Our store manager, who? has returned will take care of this issue with our customer upon her return of the calls.We are sorry for any inconvenience this may have caused her.? It is always our intent to make sure our customers are happy and taken care of properly.Sincerely,*** ***Corporate Risk ManagerBob Sumerel Tire & Service, LLC
I don't feel this company deserves to have a "resolved" issue on their account and the negative feelings remain - as this company lied to me over and over again - and was super shadyI did get the refund on my card - but as far as being treated with respect and dignity - the company falls WAY short of the markFAR BELOWI will continue to warn others about my POOR experienceAnd and glad this is over with (or at least hope it is - once I get in writing from my card the refund is permanent - if for any reason that does not go through I will take further action as necessary)
The customer came in with a noise complaint.? We replaced with his approval parts that were known worn.? We have to fix what is known to be broken or worn first.? We advised him we would start here.? The noise went away for several days.? He came back with noise again, we address another issue (torgue struts) that could be the issue, at no charge in parts or labor to our customer.? This was a good faith effort on our part to help our customer.We are willing to provide him with a rental car if he brings the vehicle back to one of our BSTS locations, while we try to find the cause of his noise.? We can't guarantee that the cause can be found if we can't re-create the noise he is hearing.? However, if he will arrange to bring his vehicle back to the BSTS of his choice, we will have our year ASE certified master mechanic meet him at that location and work with him on the noise.? We are sorry he is still having a noise issue and look forward to hearing from? the customer and working with him to try and resolve his noise issue.***
? ? ? ? ?
There was some confusion with our discounting procedure.? We discount our oil changes based on the level of ***? membership a member has.? We discount our basic oil changes, $for Classic members, $for Plus members and 50% for Premier members.? The customer had been getting the
discount for Premier members.? We accidentally gave her the Classic discount where she should have received the Plus discount.? We would like to offer the customer a free oil change for the confusion that happened.We would be happy to check into why the oil light is on.? We will also check out and and top off any fluids that need it
FIRST OFF ??" I NEVER said that my car was without a working AC for “quite some time”!!! I have asthma and I would not EVER be able to be without AC during the summer and my AC was working all of last summer! So I don’t know where you got that LIE, but that is exactly what it is ??" A LIE SECOND ??" I don’t know why there is such mention of “due to the age of vehicle”…Yes, it is a Sunfire…But being a year old car has NOTHING to do with anythingWhat SHOULD BE NOTED is that I have kept up on ALL OF my routine and manufacturer recommended maintenance from miles straight off the lot brand new! My car is WELL cared for and the years have nothing to do with it ??" not to mention there is ONLY 128,miles on my car! Which is WELL below what any car of “that age” would be so you can not compare simply by age alone! Please also note…I noticed the response from Somerel’s was written by someone named Anna and it should be further noted that there were not any female employees in Bob Somerels at any given time, so I don’t why this person even pretends to know what happened, especially since 90% of what she wrote is distorted or flat out lies Now… My first vist to Bob Somerel was on March 2nd when they filled with Freon (which I was told may leak out and from day one told specifically that Somerel’s will only charge me ONE TIME for the Freon until the AC is fixed as opposed to other places that charge each time)…And it should be noted in the end when they REFUSED to finish the job even with further payment, ? I ended up having to pay this again somewhere else! The freon was leaked out by march 4thI didn’t really understand the point of this visit as they only filled with Freon… it wasn’t until the return visit that they did the dye testing where they found what part was needed and then I had to wait for the part to come in which was why my next charge to my card was not until March 23rd ??" NOT due to my own reasons as your reply suggestedI was never told that parts were in a supposed days later ??" I went in and had the work done as soon as I was told it was possible! Again ??" I have asthma and I cannot go without an AC in the summer! And it was already very warm outside and getting HOT in the car to the point I could not breathe in it! Also ??" at this point in time there had been absolutely NO MENTION of the evaporator core whatsoeverSo in the reply where you claimed you had stated all that stuff about being hard to check for leaks in the evaporator core was NEVER said to me at allThey were adamant about knowing exactly what needed fixed ??" ? and they told me it was just a line that was leakingI felt confident things would be done after this visit on the 23rd? (and just to note ??" no one ever mentioned replacing the dryer to me either ??" but that was charged to me on my receipt from Somerel’s that 2nd visit too ??" but I don’t know if that was ever truly done b/c the new repair place replaced that part on my receipt with them as well! ??" only after THEY had it, my AC actually works continuously!) So, after taking my car home March 23rd I ended up calling them right back on March 24th because the AC already did not work and they DID IN FACT PROMISE ME THAT IT WAS WARRANTIED TO WORK FOR ONE FULL YEAR AND WOULD BE FIXED IF IT WENT OUT AGAIN WITHIN THAT TIME! They did not put stipulations on thatAnd I DID bring this up to the store manager and he even admitted he may have not explained that well due to being flustered over work and home lifeIt should also be noted that I never said I missed a lot of work due to health problems! That was far distorted as wellI spoke with the manager about Seasonal Affect Disorder b/c I had recently developed that and said mornings were difficult ??" but my shift is not until 10:30am so it was not as bad as being someone that works at 8amThe manager told me that he also had S.A.Dand further went on to tell me about how his wife is not expected to live for many more years and how they make the most out of their time when they can and spend money they don’t really have on vacations to create memories before she is gone and about how she cannot have children any longer but that she got pregnant and they thought it was a miracle and they were told if she carried to term she would die but they tried anyway and that she lost the babyI was not bothered at the time about sharing medical stories ??" but the fact that my SMALL story was brought up and tried to be used against me is DISGUSTING ??" so maybe you need to take a look at your own workers and ask why they would throw that in someone’s face when they share FAR more of their ownHe was very emotional about telling this information and had tears in his eyes and I feel bad for them and I have been praying for them and still will do so ??" but he admitted out of his own mouth that he was frazzled that day and admits and apologizes that he probably did not explain things to me properlyThat is not my fault and I should not be held accountable for your own company and employee mistakes Anyhow, when I called them the next day on the 24th to report AC not working already, I was told to bring it in on Monday the 27th ??" and was asked if they could keep it over night ??" which I allowed them to doI was then told that my car was “taking years off of his life” and that he could not find any leaks anywhere at all and that therefore it “had to be” the evaporator core(He NEVER explained all the fine details of the evaporator core to me or how to find if it was for sure leaking ??" he more sounded like he was making the assumption that it was that)He told me they would charge me another $or so roughly and I was NOT okay with that considering I had already paid them $toward the issue that they GUARANTEED was fully repaired for a minimum of one year I picked up my car on March 28th (that was the last time I was there) and I wanted to talk to the store manager in person about it ***but he left early that day due to a family emergency*** is what I was told(Please note that in your reply it was stated that when I picked up my car, I was spoken to about splitting cost and that is not true as he was not even present! Only a regular technician was there, no managers! My brother was with me and could witness to this as well ??" and I stayed outside the entire time b/c the entire waiting area smelled like pot ??" which I stated from the front entrance door ??" asking the tech to come out when finished with the customer b/c it smelled like pot in there…The customers apologized to me when leaving admitting it was due to themBut the tech came out ??" NO MANAGERS THERE at all) I called for him a couple times before I was able to reach him on March 29thThat was the day he admitted to me that he may not have explained things fully to me how he should have and apologizedI told him that I understood with there being an additional part involved that they would ‘want’ to charge me for the extra part ??" but not charge me as if it was a brand new job! I told him that I was willing to pay the DIFFERENCE between what I had already paid and what the job ‘would have’ cost if they fixed the correct part from day one (so no more than $600) but that I did not feel it was fair b/c I was promised it was fixed and the other stuff was clearly not what was supposed to have been done and it seemed they were just guessing at thingsWhen I said this he said word for word back to me ***“To be honest, I don’t think I really even want the job ??" b/c it’s a LOT of work and I can’t promise you that it will fix the problem”…I was DISGUSTED with that statement! I then told him I wanted a full refund then since I was being forced to start back at square one elsewhere and that his statement made me feel uncomfortable with them b/c he pretty much stated they did not know what they were doing by saying he wasn’t sure it would even fix it! And I said I certainly did not want someone working on my car that did not want to be working on my car!*** He said a full refund was not going to happen and that he could give me back at least HALF of my money but that he would have to speak with his supervisor to refund any more than half and that he could tell me now they would not be doing itThen his final statement to me after saying to tell his manager I would write to Revdex.com *if they did not refund* was “Well, it was nice having a good customer while it lasted” ??" which was SO rude And finally ??" I don’t know where you get that I said “choice words” b/c that is not true eitherI was in a hospital visiting my fiancé at that time and I certainly was not raising my voice and cursing while I was thereAnd I certainly do not need to be dealing with all these LIES your company is spewing out! ***All I want is my money back and to never have to deal with your company and your lying employees againAlso ??" I have provided documentation from the other repair service showing they did all the same work your company CLAIMED to have doneI have already forwarded a hard copy to my credit card to contest the charge as wellIf we do not settle this through my credit card dispute or through Revdex.com, I WILL proceed in taking you to court as wellI have been severely wronged by this company (for the 2nd time might I add ??" I gracefully let the first one slide) and I will not just stand by and take it this time FINALLY AND MOST IMPORTANTLY: I am copying and pasting the following DIRECTLY from your very own letter: “When she picked up her car, we discussed the split and options once again, leading to us be on the receiving end of some choice words, refusing a refund and insisting that only a fixed a/c with warranties would be satisfactory.? That she was going to call the Revdex.com and refute her credit card charges and a lawyer.” This is also a LIEALL I WANT IS A REFUND! ALL I ASKED FOR FROM THE STORE MANAGER IN THE END WAS A REFUNDMY LETTER TO Revdex.com WAS FOR A REFUNDYOU ARE CLAIMING THAT I REFUSED A REFUND, AND THAT IS NOT TRUEIF YOU BELIEVE YOU OFFERED IT BEFORE ??" THEN JUST GIVE ME THE REFUND NOWI don’t understand why, when all I have asked for is a refund, you would sit and write a letter full of lie after lie and contradiction, only to end with claiming that I refused the very thing I’m asking forJust give me my money back and then we can both go our separate ways! - *** ***
[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.? Please have them mail me a check to *** *** *** *** ** ***? Thank you for your assistance in this manner
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.]
Regards,
*** ***---I reject Bob Sumerel’s reply because it was dishonest and lacked an apology.? The day I picked of the car(1/09/13:41:05) I ask why? I hadn’t lost any antifreeze if the car had a blown head gasket and was told only a small amount was leaking through the tail pipeNot only was the car tested by *** immediately finding no head gasket problem but I have been driving it without losing any antifreeze ever sinceI am attaching both bills with statements for the garages
[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,
*** ***
Dear Revdex.com:
We have received the complaint filed by ***? of Aurora, Inregarding a Mitsubishi Eclipse.? We don’t have any service records for a? *** ? but believe we have dealt with him regarding a Mitsubishi Eclipse belonging to a *** (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, *** 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.? *** 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 *** for his worst case scenario, that the car may need an engine.? He asked us for pricing.? Around this time, *** advised us he was no longer with *** 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 *** as was requested.? *** refused to believe that is what we providedAs far as the “1.9” markup…not sure where *** 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.? *** 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,
*** ***
Corporate Risk Manager
AAA Allied Group, Inc
Bob Sumerel Tire & Service, LLC
***
*** ***Here is the pictures of the spark plugs that our Newport manager took when the customer brought them back to usThe dealer invoice stated that the vehicle requires denso iridium plugs , the plugs that we installed were ngk iridium plugs which are actually an upgrade from the factory plugs.? IRIDIUM is clearly marked on the plugs that we installed and she returned to us.? The plugs are correct, they are a different brand name, but they are the correct type of plug for her vehicle.? Our manager was trying to tell her that you can see on the electrode of the plug they have a distinct white line which is the timing mark which is created from the motor and a direct reflection of how the engine is runningAlso by the white of the plugs tells him? that those specific cylinder were running lean and that the vehicle is not getting enough fuel.? The specific engine that this vehicle has in it has a direct injection system that is known for having excessive carbon build up issues and causing lean conditions , he was worried that the dealer putting plug in the car is just a band-aid? for a bigger problem.I am sorry our customer is upset.? However, we didn't do anything incorrectly with her service.?
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
NGK is NOT an upgrade from the factory plugs Denso, that my dealership put inI can get a written statement from my dealerships service manager stating that these were the DIRECT cause of the carbon build upThis is not an appropriate response to my claimI have submitted all of the documents stating these are not the correct plugsI want a refund for my services provided at Bob Sumerel Tires.? ?
Regards,
*** ***
The customer had a drop off appointment at 7:am for an oil change and brakes on their Mazda.? Our store manager got stuck in traffic and arrived slightly after 7:30.? He apologized for his tardiness to the customer, check them in for service and asked them about the issues with
their brakes.? The customers stated that their brakes were squealing when braking.? He asked them if they were AAA members and discovered they an AAA Plus membership, which entitled them to a discount.? He told them they would get $off their oil change for AAA and he would call them regarding the brakes once we had looked them over.? The Mazda requires synthetic oil, which is more costly than regular oil.? After inspecting the car, it was determined that the brake pads were low and needed to be replaced.? It was also explained that the squealing noise was coming from the brake rotors.? Our store manager called the husband and discussed the inspection findings, the repairs and the cost.? He also explained that they would receive a $discount on the brake work because of their AAA Plus membership.? The husband approved the repairs as quoted.? At no time during this conversation did the husband ask us to save the replaced parts for them.The customers came into pick up their car and were being assisted by the store's assistant.? The wife was explaining to our assistant that she had never paid more than $for an oil change.? She also wanted the old brake pads and rotors.? Our manager overheard this conversation and joined in, explaining to the customer that her car required synthetic oil, it's in the owner's manual and is imprinted upon the oil cap itself.? She was insistent that we were charging her too much and that it should not cost her more than $19.99.? As a gesture of good will and to make our customer happy, our manager gave her a $total discount on the oil change bringing the cost down from the $cost to $19.99.? We gave her the old rotors that we had replaced as they are not disposed of via trash or our dumpster.? Her brake pads had already been tossed in the industrial dumpster and we didn't have them to return to her.In an effort to resolve her complaint, we called both Kerry Mazda and Jeff Wyler Mazda to confirm their Mazda did require synthetic oil as shown on both the oil cap and the owner's manual.? Both confirmed.? We asked them their pricing and Wyler told us the regular price for their oil changes are $but they were currently running a special of $39.95.? Kerry stated their price was $and if they were running a special it would be $45.00.? We spoke to both service departments regarding the brakes.? We asked them if they would inspect the customer's old parts to see if they needed to have the rotors replaced.? They told us what we already knew, that there is no way you could physically look at a brake rotor and tell if it needed to be replaced without performing some measurements on it and having it on the vehicle to see if the squeal continued.? Both dealers declined to get involved and inspect the customers rotors for us as they didn't want to get in the middle of this situation.We are sorry they are unhappy with their serviceThe customers came to us for an oil change and to fix the squeal in their brakes.? They received both.? If they had asked us to retain the replaced parts for them before hand, we would not have disposed of the pads in the dumpster.? We gave them the AAA Plus discounts they were entitled to under their membership.? We matched what the wife said was the most she ever paid for an oil change.? We verified with two local Mazda dealers that our oil change price was more in line to what they charged than $19.99.? The brake repair was discussed with and approved by the husband before we started any work on them.Please let us know if you have any further questions.*** ***Corporate Risk Manager? ?
Our records indicate that we used the correct spark plugs for this vehicle.? When the customer called our Newport store last week, she told us she was reporting us to the Revdex.com because she wanted her money back.? That Kia said we used the wrong spark plugs.? Our store manager told her
our records indicated that we put in the correct plugs.? She maintains Kia wouldn't lie to her.? In the conversation, our store manager told her to bring the spark plugs back and if they were the wrong ones, we would refund her for them.? It was his understanding that she was going to bring them back today, Monday, December 5, 2016.? She has not yet done so.? The offer still stands.? If she will bring the parts back to the Newport location and they are the wrong spark plugs for her vehicle, we will refund her moneyWe want our customers to be satisfied with our service.*** ***Corporate Risk ManagerBob Sumerel Tire & Service, LLC
dear mr***
*
in response to mr*** *** I would like to simply reiterate our stance as a repair facility
at no time, regardless of the cost does bob sumerel tire and service ever repair a vehicle without
first obtainin approval from the customeras we stated previously we verified all of the customer
information with mr*** ***we clarified fully the name, address and phone number in
our system as mr*** *** and it was accepted by mr*** ***.? mrL*** , retail
office clerk for bob sumerel tire and service, did his job perfectlyhe engaged the customer,
gathered customer information (that was approved by mr*** ***) and produced a workorder
for the technicians to facility repairsI would also like to mention that mr*** *** stated that
mrL*** was trying to "shoo" (his word not ours) him (mr*** ***) out the door because
we were closingas recorded on the time stamp in the upper right hand corner of his invoice
it shows clearly the time of 15:35:( some minutes before closingthere was no rush on
mrl***s part or "shooing" of a customer
bob sumerel tire and service repaired the two leaking tires and in the facilitating the oil change,
for which we inspect every vehicle new or used alike, the other repairs were noted and
the customer calledMr*** *** was given a clear and accurate estimate of the repairs
and without hesitation gave approval for them to be completed.? At no point and time did
mr*** ***? ask for a representative of bob sumerel tire and service to call mr? ***
***? to inform him of the repairshad mr*** ***? in any way asked for the repairs
to be explained to mr*** *** or that he could not make a decision on the repairs
then a member of the management team would have been happy to call? mr***
*** and explain fully the repairs that were needed.? ? ? ?
had mr*** *** asked to be called only or for his information to be taken, instead of
using information that was already on file and verified? by mr*** ***,? then mr*** *** would have been
called, informed and could have either denied or accepted the repair estimate
bob sumerel tire and service did what we do everydaywe collect information from the customer
at the door, facility diagnosis or repairs asked by our customers and inform then of needed
service, to which they are able to accept or decline
again, we respectfully decline to refund mr*** *** for the approved repairs made to his ***
?
sincerely,
?
anna f
corporate risk manager
bob sumerel tire & service llc
cc:troy c**, jrregional manager
?
?
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that
this does not yet resolve my complaint.? For your reference, details of the offer I reviewed appear below.A full refund is completely acceptable to me and is appreciated.? However, my complaint is not yet resolved at this time because I have not yet received the check.? The business claims that a check was mailed to me on May 7, but as of today (May 24), the check has not been received at my address.? I understand that receiving the check may take time (especially if it has to be issued and mailed from a corporate office), but I would prefer not to resolve this complaint until the check is received
Regards,
*** ***
Thank you for forwarding this to my attention.? Unfortunately, our store manager, whom the customer was dealing with, was off for several day due to an unexpected death in his immediate family.? He was not avoiding the customer.? We have reached out to the customer by phone today,
leaving messages for her at both the telephone numbers we have on file.? Our store manager, who? has returned will take care of this issue with our customer upon her return of the calls.We are sorry for any inconvenience this may have caused her.? It is always our intent to make sure our customers are happy and taken care of properly.Sincerely,*** ***Corporate Risk ManagerBob Sumerel Tire & Service, LLC
I don't feel this company deserves to have a "resolved" issue on their account and the negative feelings remain - as this company lied to me over and over again - and was super shadyI did get the refund on my card - but as far as being treated with respect and dignity - the company falls WAY short of the markFAR BELOWI will continue to warn others about my POOR experienceAnd and glad this is over with (or at least hope it is - once I get in writing from my card the refund is permanent - if for any reason that does not go through I will take further action as necessary)
The customer came in with a noise complaint.? We replaced with his approval parts that were known worn.? We have to fix what is known to be broken or worn first.? We advised him we would start here.? The noise went away for several days.? He came back with noise again, we address another issue (torgue struts) that could be the issue, at no charge in parts or labor to our customer.? This was a good faith effort on our part to help our customer.We are willing to provide him with a rental car if he brings the vehicle back to one of our BSTS locations, while we try to find the cause of his noise.? We can't guarantee that the cause can be found if we can't re-create the noise he is hearing.? However, if he will arrange to bring his vehicle back to the BSTS of his choice, we will have our year ASE certified master mechanic meet him at that location and work with him on the noise.? We are sorry he is still having a noise issue and look forward to hearing from? the customer and working with him to try and resolve his noise issue.***
? ? ? ? ?
There was some confusion with our discounting procedure.? We discount our oil changes based on the level of ***? membership a member has.? We discount our basic oil changes, $for Classic members, $for Plus members and 50% for Premier members.? The customer had been getting the
discount for Premier members.? We accidentally gave her the Classic discount where she should have received the Plus discount.? We would like to offer the customer a free oil change for the confusion that happened.We would be happy to check into why the oil light is on.? We will also check out and and top off any fluids that need it
I will get the stop payment done and it will be reissued on Tuesday, May 29th
FIRST OFF ??" I NEVER said that my car was without a working AC for “quite some time”!!! I have asthma and I would not EVER be able to be without AC during the summer and my AC was working all of last summer! So I don’t know where you got that LIE, but that is exactly what it is ??" A LIE SECOND ??" I don’t know why there is such mention of “due to the age of vehicle”…Yes, it is a Sunfire…But being a year old car has NOTHING to do with anythingWhat SHOULD BE NOTED is that I have kept up on ALL OF my routine and manufacturer recommended maintenance from miles straight off the lot brand new! My car is WELL cared for and the years have nothing to do with it ??" not to mention there is ONLY 128,miles on my car! Which is WELL below what any car of “that age” would be so you can not compare simply by age alone! Please also note…I noticed the response from Somerel’s was written by someone named Anna and it should be further noted that there were not any female employees in Bob Somerels at any given time, so I don’t why this person even pretends to know what happened, especially since 90% of what she wrote is distorted or flat out lies Now… My first vist to Bob Somerel was on March 2nd when they filled with Freon (which I was told may leak out and from day one told specifically that Somerel’s will only charge me ONE TIME for the Freon until the AC is fixed as opposed to other places that charge each time)…And it should be noted in the end when they REFUSED to finish the job even with further payment, ? I ended up having to pay this again somewhere else! The freon was leaked out by march 4thI didn’t really understand the point of this visit as they only filled with Freon… it wasn’t until the return visit that they did the dye testing where they found what part was needed and then I had to wait for the part to come in which was why my next charge to my card was not until March 23rd ??" NOT due to my own reasons as your reply suggestedI was never told that parts were in a supposed days later ??" I went in and had the work done as soon as I was told it was possible! Again ??" I have asthma and I cannot go without an AC in the summer! And it was already very warm outside and getting HOT in the car to the point I could not breathe in it! Also ??" at this point in time there had been absolutely NO MENTION of the evaporator core whatsoeverSo in the reply where you claimed you had stated all that stuff about being hard to check for leaks in the evaporator core was NEVER said to me at allThey were adamant about knowing exactly what needed fixed ??" ? and they told me it was just a line that was leakingI felt confident things would be done after this visit on the 23rd? (and just to note ??" no one ever mentioned replacing the dryer to me either ??" but that was charged to me on my receipt from Somerel’s that 2nd visit too ??" but I don’t know if that was ever truly done b/c the new repair place replaced that part on my receipt with them as well! ??" only after THEY had it, my AC actually works continuously!) So, after taking my car home March 23rd I ended up calling them right back on March 24th because the AC already did not work and they DID IN FACT PROMISE ME THAT IT WAS WARRANTIED TO WORK FOR ONE FULL YEAR AND WOULD BE FIXED IF IT WENT OUT AGAIN WITHIN THAT TIME! They did not put stipulations on thatAnd I DID bring this up to the store manager and he even admitted he may have not explained that well due to being flustered over work and home lifeIt should also be noted that I never said I missed a lot of work due to health problems! That was far distorted as wellI spoke with the manager about Seasonal Affect Disorder b/c I had recently developed that and said mornings were difficult ??" but my shift is not until 10:30am so it was not as bad as being someone that works at 8amThe manager told me that he also had S.A.Dand further went on to tell me about how his wife is not expected to live for many more years and how they make the most out of their time when they can and spend money they don’t really have on vacations to create memories before she is gone and about how she cannot have children any longer but that she got pregnant and they thought it was a miracle and they were told if she carried to term she would die but they tried anyway and that she lost the babyI was not bothered at the time about sharing medical stories ??" but the fact that my SMALL story was brought up and tried to be used against me is DISGUSTING ??" so maybe you need to take a look at your own workers and ask why they would throw that in someone’s face when they share FAR more of their ownHe was very emotional about telling this information and had tears in his eyes and I feel bad for them and I have been praying for them and still will do so ??" but he admitted out of his own mouth that he was frazzled that day and admits and apologizes that he probably did not explain things to me properlyThat is not my fault and I should not be held accountable for your own company and employee mistakes Anyhow, when I called them the next day on the 24th to report AC not working already, I was told to bring it in on Monday the 27th ??" and was asked if they could keep it over night ??" which I allowed them to doI was then told that my car was “taking years off of his life” and that he could not find any leaks anywhere at all and that therefore it “had to be” the evaporator core(He NEVER explained all the fine details of the evaporator core to me or how to find if it was for sure leaking ??" he more sounded like he was making the assumption that it was that)He told me they would charge me another $or so roughly and I was NOT okay with that considering I had already paid them $toward the issue that they GUARANTEED was fully repaired for a minimum of one year I picked up my car on March 28th (that was the last time I was there) and I wanted to talk to the store manager in person about it ***but he left early that day due to a family emergency*** is what I was told(Please note that in your reply it was stated that when I picked up my car, I was spoken to about splitting cost and that is not true as he was not even present! Only a regular technician was there, no managers! My brother was with me and could witness to this as well ??" and I stayed outside the entire time b/c the entire waiting area smelled like pot ??" which I stated from the front entrance door ??" asking the tech to come out when finished with the customer b/c it smelled like pot in there…The customers apologized to me when leaving admitting it was due to themBut the tech came out ??" NO MANAGERS THERE at all) I called for him a couple times before I was able to reach him on March 29thThat was the day he admitted to me that he may not have explained things fully to me how he should have and apologizedI told him that I understood with there being an additional part involved that they would ‘want’ to charge me for the extra part ??" but not charge me as if it was a brand new job! I told him that I was willing to pay the DIFFERENCE between what I had already paid and what the job ‘would have’ cost if they fixed the correct part from day one (so no more than $600) but that I did not feel it was fair b/c I was promised it was fixed and the other stuff was clearly not what was supposed to have been done and it seemed they were just guessing at thingsWhen I said this he said word for word back to me ***“To be honest, I don’t think I really even want the job ??" b/c it’s a LOT of work and I can’t promise you that it will fix the problem”…I was DISGUSTED with that statement! I then told him I wanted a full refund then since I was being forced to start back at square one elsewhere and that his statement made me feel uncomfortable with them b/c he pretty much stated they did not know what they were doing by saying he wasn’t sure it would even fix it! And I said I certainly did not want someone working on my car that did not want to be working on my car!*** He said a full refund was not going to happen and that he could give me back at least HALF of my money but that he would have to speak with his supervisor to refund any more than half and that he could tell me now they would not be doing itThen his final statement to me after saying to tell his manager I would write to Revdex.com *if they did not refund* was “Well, it was nice having a good customer while it lasted” ??" which was SO rude And finally ??" I don’t know where you get that I said “choice words” b/c that is not true eitherI was in a hospital visiting my fiancé at that time and I certainly was not raising my voice and cursing while I was thereAnd I certainly do not need to be dealing with all these LIES your company is spewing out! ***All I want is my money back and to never have to deal with your company and your lying employees againAlso ??" I have provided documentation from the other repair service showing they did all the same work your company CLAIMED to have doneI have already forwarded a hard copy to my credit card to contest the charge as wellIf we do not settle this through my credit card dispute or through Revdex.com, I WILL proceed in taking you to court as wellI have been severely wronged by this company (for the 2nd time might I add ??" I gracefully let the first one slide) and I will not just stand by and take it this time FINALLY AND MOST IMPORTANTLY: I am copying and pasting the following DIRECTLY from your very own letter: “When she picked up her car, we discussed the split and options once again, leading to us be on the receiving end of some choice words, refusing a refund and insisting that only a fixed a/c with warranties would be satisfactory.? That she was going to call the Revdex.com and refute her credit card charges and a lawyer.” This is also a LIEALL I WANT IS A REFUND! ALL I ASKED FOR FROM THE STORE MANAGER IN THE END WAS A REFUNDMY LETTER TO Revdex.com WAS FOR A REFUNDYOU ARE CLAIMING THAT I REFUSED A REFUND, AND THAT IS NOT TRUEIF YOU BELIEVE YOU OFFERED IT BEFORE ??" THEN JUST GIVE ME THE REFUND NOWI don’t understand why, when all I have asked for is a refund, you would sit and write a letter full of lie after lie and contradiction, only to end with claiming that I refused the very thing I’m asking forJust give me my money back and then we can both go our separate ways! - *** ***
[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.? Please have them mail me a check to *** *** *** *** ** ***? Thank you for your assistance in this manner
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.]
Regards,
*** ***---I reject Bob Sumerel’s reply because it was dishonest and lacked an apology.? The day I picked of the car(1/09/13:41:05) I ask why? I hadn’t lost any antifreeze if the car had a blown head gasket and was told only a small amount was leaking through the tail pipeNot only was the car tested by *** immediately finding no head gasket problem but I have been driving it without losing any antifreeze ever sinceI am attaching both bills with statements for the garages
[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,
*** ***