Tony Roma's

Initial Business Response /* (1000, 5, 2016/04/23) */
On the afternoon of August 12 [redacted] had her 2005 [redacted] towed into our shop. After an inspection we determined her lower control arm broke, which caused the axel to come apart. We also noticed all her tires were bald. As usual before doing any...

repairs, we called her and explained what she needed and how much it would cost. She would need two rear coil springs and shocks, two lower control arms and a left front axel shaft. She would also need 4 tires, overdue for an oil change, a couple of stud/nuts for control arms, and finally an alignment. [redacted] indicated though she hadn't much of a budget at that time, she would do some repairs to get her mobile and then the rest at a later date. We told her she would at the very least need to do the control arms, the axel, get some tires and an oil change(which was dangerously low) [redacted] told us she had already ordered tires and they were scheduled to come in in a week or so. She asked if we had anything to put on her car to get her going until then. We said we could sell her some used, but made it clear they were for the interim. ( we charged her $[redacted] including installation/ clearly marked used on her invoice) [redacted] was well aware the tires we sold her were only meant to be until her new ones came in. We took her at her word that she intended to put new ones on shortly, and that we would be doing her alignment right after. Even though the repairs took much longer than anticipated, we only charged her the 3 hours she agreed to. Because of budget she did not want an oil change which meant we had to at least add oil, we could not let the vehicle leave when it was so low. When she came to pick up her vehicle, it was made clear that as soon as her new tires were on, she would need an alignment and get the shocks, coil spring and oil change done as soon as she could. We also asked her to come back to be retorqued at 200km. Her signature is at the bottom of the invoice. She did not return. Months later [redacted] called, upset that wires had come out of her tires and demanding why we didn't align her vehicle. We made a number of attempts to remind her that she had indicated she had intended to get new tires and we told her she would need an alignment ( but wouldn't be a good alignment until shocks and coil spring were done). Its unfortunate [redacted] has had continued problems with her [redacted]. We did indicate that she needed further repairs, but we can not force anyone to return to complete reccamended work. (She did not return to have the tires retorqued. ) When she first called we did what we could to figure out what could be done to facilitate some sort of solution. We really felt that we had done all we could get her on the road as soon as possible, always with her budget in mind. Her refusal to show any receipts for work she claimed to have had done/ or proof that another mechanic had passed the shocks and coil spring made reconciliation difficult. [redacted]

The staff made negative, inappropriate comments about our table, with multiple children present during a child's birthday party. Multiple people within the staff felt it necessary to get involved due to a false claim being made by a staff member against the members of the party at our table. The food service in general was terrible(such as running out of multiple staple ingredients on the menu such as pasta and steak) and when we made a complaint, this was the reaction and response we received. It was extreme harassment on the part of the staff, literally yelling hateful things at us while editing the restaurant. My husband and I have never been more humiliated, especially in front if other customers and my family!