Tuffy Auto Service Center

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I spoke to [redacted] twice over the period that we were waiting on the part to arrive and never felt that it really mattered to him. My husband lost his job while waiting on the part. He paid over $2000 for work on the car. When he finally got it back to head to South Carolina, he found out that the bright lights on the car was not working or the signals. I called [redacted] again and she basically told me it was up to [redacted] to decide how to handle the matter. After careful consideration and just dealing with Tuffy, I have decided to seek legal assistance.

This customer purchased a refrigerator on March 1, 2016 for
$369. The customer originally called on 3/14/16 stating fridge was leaking. The
customer did not call back, after we made numerous attempts to contact her and
schedule the service visit, until 4/19. In the promotion of customer...

service
and integrity we sent our Sr. Technician out on 4/25 and he stated we needed to
swap the fridge out which was done, although the customer was out of warranty.
The customer waited 2 weeks to even come in the store and pick out a different
refrigerator. At this point the customer only paid a $30 redelivery fee, which
does not even cover our cost for delivery as it is a subcontracted position. The
customer called on 6/1 and stated that the second fridge was not working
properly. Another technician went and checked the fridge on 6/3/16 and stated
it was "half out of gas" and needed changed out. This customer then
proceeded to call our store manager on her personal cell phone at 9:47 pm
6/3/16 (well after store closing at 6pm) and was crying and very emotional and
stating she had to have a refrigerator and what was our store manager going to
do about it. She explained to the customer that there was nothing she could do
at that moment and she would do her best to resolve the issue when the store
opened on Saturday. On Saturday morning, the customer again texted our manager
on her personal cell phone at 9:23 am asking about a different fridge. Our
manager texted the customer back at 10:23 after opening the store at our
scheduled time of 10am to let the customer know it was being addressed, but she
needed pictures of the current fridge to send a similar model. When the store
manager spoke with the customer Saturday morning she told the customer she
thought she could swap it out for about $50 but she wasn’t sure as she did not
know which fridge was going out yet. The customer never even came to our store.
The customer finally responded at 2:27pm but did not send pictures until well
after 9pm that evening (although the store closes on Saturday at 4pm).With the
help of the delivery driver that had been there before, the staff choose what
they felt was a comparable size. Customer was provided a brand new refrigerator
on 6/4/16 with the verbal agreement she would pay the difference. When this was
discussed, we did not know which refrigerator we would send out as we had to
find one that met the customer’s height requirements. The refrigerator that we
sent out has a manufacturer’s list price of $599 (a $230 difference than her original
purchase).Our manager informed the customer that we would need to collect an
additional $150 from the customer to cover our cost and third delivery (an
extreme discount). On 6/8 the customer started texting our manager’s personal
cell phone again. The customer sent our manager over 11 text messages in as
little as 10 minutes telling her we would have to take her to court to get the
money because of all the food she lost (which is stated clearly on our
invoicing that we are not responsible for loss of food). Our office manager
then texted her stating that no more text were to be sent to the store
manager’s personal cell phone and all communication should be handled by the
accounting department, as the customer was obviously emotionally unstable at
this point and being verbally abusive to our store manager. Our office manager called
her and left a message and asked that she stop texting our store manager and
deal directly with accounting. It was explained that she could make payment
arrangements for the $150, but if we had to send her to collections it would be
for $300 and any and all collection costs ($230 difference in fridge cost + $70
redelivery fee) and contact her daily to see what arrangements she would prefer.
It is standard operating procedure for companies to call individuals that have
an outstanding debt. With that
being said, Appliance and Mattress Center has always put trust, honesty, and
integrity at the forefront of our business. You can’t stay in business for 28
years without taking quality care of your customers. We have gone above and
beyond to meet this customer’s needs regardless of how
this customer treated our staff and even disregarding our own warranty policy. This
customer was provided a brand new refrigerator with a 12 month factory warranty
with a verbal understanding to pay the difference and that we would work with
her on her pay date of June 10, 2015. The customer is now rescinding her
initial agreement and accusing us of the behavior she portrayed.To resolve
this matter, we will accept the $50 by June 11th, 2015 and be done
with it. However, if the customer does not pay by the agreed upon time we may
take further action to recoup the extreme loss we have incurred.

Pam was working with me and assured me that it would be taken care of.  Upon receipt of the invoice I didn't agree with being charged over 300 for delivery and she said that they would have to charge me a 15% restocking fee.  The Samsung washer was much less than the Electrolux.I called yesterday and she was out due to an unfortunate death in her family so I asked the "guy" that answered the phone if I was on the schedule for delivery.  After I told him my name, he said "you are causing me a lot of money", so I asked him if he was the owner, he wouldn't answer my question he just said "Pam will call you when she gets back".  I hung up feeling extremely discouraged.These are all unduly burdens as I am being penalized for things that are beyond my control.  I believe the machine is defective and I should be provided a working machine without having to pay extra.I believe that she will do all within her power to take care of this.I really hate to keep bothering you with this but I don't know what else to do and I truly appreciate all your help.
Regards,
[redacted]shawn [redacted]

I cannot possibly pay the day that he has given me. It was almost a year ago.

The customer picked up the merchandise in question.The merchandise was available for pick up on 10/24/2015Only [redacted] can extend any dates on her contract as the contract is between them and her. As far as being overcharged on mattresses I am here daily and this is the first that I have...

heard about  the overcharge.To maintain customer satisfaction we will refund the customer in the amount of $51.00.Again, it would have been nice if the customer could have contacted us to let us know of her concerns  instead of waiting for 12 weeksand then contacting the Revdex.com instead of  us!Respectfully,

Mr. [redacted] called us on 01/05/16 asking if we can remove locking lug nuts.  We told him we can and as far as cost it all depends on what we have to do to remove them.  We told him it would be anywhere from $50-100.  When Mr. [redacted] came in he was a new customer for us so we have to...

acquire his address and phone number, you could tell he was either rushing or upset to give this information.  Once he was checked in at 1:51 we pulled the car around to pull it into our bay.  While pulling it on to the lift it was stuck due to the exhaust not being attached to the car properly.  We had to give it some gas to move it up the ramp.  On all vehicles that come into Tuffy Auto Service we do a 30 point courtesy check.  We proceeded to look under the hood and go through the steps.  The office manager was at her desk and Mr. [redacted] proceeded to use a loud tone of voice telling her "I don't know why the hood is up I don't need an oil change, just do what I came for".  The office manager went into the shop immediately and told the shop manager that the customer would like to decline the 30 point courtesy check.  The shop manager told the tech to stop with the inspection that the customer declined it.  At that point the tech was only at point 8 of 30.  The tech proceeded to remove the locking lug nuts.  While they were removing them they had mentioned to the shop manager that the gas pedal linkage is not hooked up correctly.  The shop manager reviewed it to find cotter pins and wire holding the cable to the carberator.  This will make the gas pedal very touchy and will not operate right.  The shop manager went to the customer to let the customer know about a kit that can be used to hook the cables up correctly and safely.  The store manager also informed him that he can get it from the local parts store.  The customer very quickly and rudely responded "no they don't".  The shop manager then proceeded to try to tell the customer that there was a special shop in town that stocks those parts.  At this point the customer was getting angry and the shop manager just left it alone.  As the shop manager walked back to the shop Mr. [redacted] proceeded to say in a loud and angry tone of voice "what the F[redacted] does that have to do with locking lug nuts!"  By 2:20 we had completed the removal of the lug nuts and started to check the customer out while we pulled his car around front.  As the office manager is ringing the customer up he started to get very angry that they were revving his engine up.  Mr. [redacted] then told the office manager "there's no F[redacted] reason for them to be doing that!"  The office manager proceeded to tell the customer that there is probably a reason for it.  They would never do that for just fun.  The office manager said when we are done here I will go out there and find out exactly why.  The office manager continued to ring up the customer and told him the total was $108.47.  He said you guys quoted me $50-$100 and you didn't work on it that long.  The office manager told the customer please give me a moment I will get the manager to explain.  Once the shop manager came up and reviewed he realized that the computer automatically adds shop charges to all bills.  The shop manager told the customer that he would remove it and make the bill $100.  The office manager then ran the customers card for the $100 charge and handed the customer the receipt.  Mr. [redacted] then took the copy he needed to sign and crumble it up and said "I'm not happy at all, and I'm not paying for this service!"   The office manager then went to the shop and told the shop manager that he is not going to pay for the service.  At that point the shop manager went back up front with the office manager and explained that the shop has a special tool kit that we use to remove the locks and that kit is very costly.  Mr. [redacted] proceeded to sign the receipt.  We pulled his car around and handed him his keys he mumbled inappropriate words as he walked out the door.

Complaint: [redacted]
I am rejecting this response because:That isn't what happened. I was in a hurry and had no problem giving my information. That was not what [redacted] and my conversation was like. I had no problem paying for service, but I was billed for a full hour of service when my car was brought back shortly after 2 and was finished shortly before 2:30. Also, the exhaust was hooked up and I noticed that an exhaust hanger got ripped off. So thank you for that (sarcasm). Yes, I was in a hurt. I said I know I need an oil change, they don't need to do anything else. I was being billed for labor, why would I want to lengthen the time of that. Hence why I don't have a problem paying for the labor that was used. It took under [redacted] an hour, only 15 minutes after I told her I did not want the check done. A quote of $50-100 doesn't mean $100 for what ended up taking leas than 15 minutes after he actually started removing them. Funny thing is, if I wouldn't have had my property treated like crap, been dealt condescendlingly with by [redacted] and overcharged, I would have gotten an oil change after and had them change out the rear shocks, and rear control arms.
Sincerely,
[redacted]

I have been a customer of Tuffys auto care in Oviedo for about 2 years and plan on many more years to come. Everytime I've been in a pressing situation for an oil change or even a tire alignment Tuffys has been my one stop shop in minutes. Even better my two favorite, experienced technicians [redacted] and [redacted] always have valued my time and my car. They both are skilled mechanics with devoted love for their job at Tuffys. Thank you Tuffys I have and always will be a devoted customer.

Initial Business Response /* (1000, 8, 2016/01/26) */
Contact Name and Title: Willie [redacted]
Contact Phone: XXX XXX-XXXX
Contact Email: [redacted] @comcast.net
I have spoken to Mr. [redacted] two days after the complaint was made. We refunded him the amount that he was asking for. We did not give him...

a good diagnosis so we are giving his money back.
OFFER:
Initial Consumer Rebuttal /* (2000, 10, 2016/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The money was refunded back to me. I'm satisfied with the owners decision.

We asked that you bring the car back and we would show you where the radiator was leakingAnd you could see that the radiator had a leak. The radiator looked like it might be the one that came with the car.  We asked the customer back so we could show him, but he refused. We did not damage his car!! What are we to do?If we damaged a customers car by mistake we will fix no charge, this is not the case here at all. We did not damage this car.The tech said it looks like it might have been leaking slowly for a while.

Initial Business Response /* (1000, 5, 2015/07/29) */
It is unfortunate that this customer's car has an engine that needs to be replaced. We at Tuffy Tire and Auto Service perform all services and repairs to the highest standards. Unfortunately vehicles with very high mileage will have major part...

failures at any moment. We have reviewed all of the facts internally and any that may have been presented to us and find no evidence that our store is responsible for this customer's engine replacement. Accusations should not be based on assumptions.
This customer did not come to Tuffy Auto Center in Bloomington for an oil change as he stated. His original concern on his first visit to us on 6/20/15 was "steering wheel shakes 55mph and above and when hit brakes". We discovered during our 41 point inspection that the car was in need of an oil change due to the dark/dirty color of the engine oil, no oil change reminder sticker in the window, and the oil filter had the appearance of being old. We brought the customer into the shop to review and show them the findings of our inspection. He informed us that the oil was just changed a few days ago at a competitor's shop. We let him know the facts of our inspection and suggested he confirm with the other shop. He then called us back to let us know the other shop did not change the oil and approved for us to perform the service. We have no idea how long the engine was ran on old overdue engine oil. The customer returned the vehicle to us on 7/13/15 stating "engine noise, high pitched whine and some vibration in the motor". We then for the first time heard an internal engine noise. The customer authorized us to remove the oil pan for inspection. We found metallic debris in the oil that we drained from the engine(which we installed during the oil change on 6/20/15) and debris in the oil pump tube screen. We recommended a new engine. He declined and took the vehicle from our shop. I have video footage of the oil being drained from the engine on 7/13/15 and we retained a sample for the customer to review when they came to get the vehicle. About a week later they are accusing us of not putting oil in their engine and wanting us to pay the dealership to replace it. The customer also stated the dealership said "They told me that the last place who worked on my vehicle which would be Tuffy did not fully replace the engine oil". The invoice from the dealership actually states "cause for this(engine noise) would be engine was run without oil. Asked customer if engine ever used oil and he said no never. Some ran this vehicle with out oil. Has no Leaks." Keep in mind this car came to us on 6/20/15 with oil dirty oil and filter that was supposed to have been changed. I feel we are caught in a problem that is out of our control. This person also states "Tuffy failed to change the oil". We originally showed them in person and proved that their previous repair shop did not change the oil and now they accuse us of not changing it also. Seems like Tuffy is caught in a situation where things don't add up and there is no proof of wrong doing by Tuffy of Bloomington.::
Initial Consumer Rebuttal /* (3000, 8, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had initially brought my vehicle to another repair shop for work on it, tuffy did identify that there was an oil change that was needed on the vehicle. I had gone back to the original repair shop and got a refund because they failed to change the oil. I had brought my vehicle in to tuffy within a few days of the original shop, there was not a significant amount of time that passed on the dirty oil.
Tuffy changed my oil and serviced the shaking issue with my vehicle, when I picked it up it still had a slight shake. I allowed them to make another assessment on the vehicle to determine the next step for repair. They informed me that I should go back to the tire shop that installed my tires to fix the issue.
I was unable to get the vehicle to the tire shop until several days later when the issue was finally fixed with the shaking. I was then finally able to drive the vehicle to and from work as it was finally in good working condition.
Tuffy is trying to cite the amount of time that passed in between visits as an issue. So much time had passed because I was unable to bring the vehicle in to the tire shop due to work constraints. I left the vehicle parked in my driveway for a majority of the time. Between the time I had the oil changed at tuffy and when I began hearing an engine noise the vehicle had only been driven several hundred miles.
When tuffy had looked at the vehicle for the engine noise I asked what could have caused the problem. They informed me that it was likely caused from oil changes not being done frequently on the vehicle. What tuffy did not realize is that I had purchased the vehicle from a family member and we have all the oil change records on the vehicle.
This prompted us to take the vehicle to the dealership to have them make an assessment. They had spoken with me over the phone stating they had never seen this issue from a vehicle like mine before. That this issue was caused from a lack of engine oil most likely from a bad oil change and that the shop did not properly refill the oil, the dealership also looked for any signs of leaks from the engine and found none. Therefore, the only way that the engine was ran low on oil was due to not being properly refilled. I believe that some oil may have been put back into my engine but not the proper amount as required by the manufacturer.
This vehicle has never shown any issues before with the engine, I have documentation showing all oil changes were done on time. Tuffy has never presented any video evidence before showing that there was oil drained from the vehicle.
The proof I have against tuffy is what I was told over the phone by the other dealership and what was provided to me by them. If there is more documentation that tuffy would like from the dealership where they had found tuffy at fault I would be happy to provide that. However, it appears that no matter what evidence is provided to tuffy they are going to deny my claims.
Final Business Response /* (4000, 10, 2015/08/06) */
We here at Tuffy of Bloomington pride ourselves in the high level of customer service and quality workmanship that this store has provided the Bloomington/Normal communities for over 30 years. How our customers feel about us and perceive the professionalism and value we provide is the most important aspect of our business.
At this point the "proof" is based solely on the assumption of the dealership that was told to the customer over the phone. I am not aware of any documentation that could be provided that would find Tuffy at fault. I know we are not at fault of causing damage to a 12 year old vehicle with over 155,000 miles. All mechanical machines will fail at some point.
In the pursuit of good customer service there are many possible solutions to this situation. We would happily discuss them with the vehicle owner.
It is more important to us to solve our customer's problems.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Sir is it your normal protocol to deem something is broken on someone's car after inspection, write up an estimate, put the car off of the rack, place it back for the person to leave, when you find a major problem as such as a busted or leaking radiator without showing them first?  It appears to now that your story has changed from telling me that water was "pouring out" when you put it on the rack to now it may appear to be a" slow leak".  That's a huge change in what was stated to me by the manager via our initial conversation.  It is obvious there was something happening between the communication from the technicians view and what the manager stated to me and subsequently signed off for repairs and quoted estimates for.  Sir, I'm a more than reasonable person when it comes to human mistakes, but to outright lie about this matter is uncalled for, I'm an educated honest businessman that works hard for everything I earn and diligently give back to this community in hopes that every effort produces a good work to make this world a better place.  This matter is challenging the peaceful platform that I stand firm upon in trying to live peaceably with all mankind.
The fact that you are unwilling to take full responsibility  for damages caused by your organization and, at a minimum, admit that you should have inquired of me to come and observe or look at what you deemed were major concerns (repairs) as someone in your profession normally would rather than depend on the customer to ask such questions after the fact.  It appears that this can not be resolved through reasoning and professional courtesy; therefore, I may need to seek legal recourse if we can not get this done amicably and chalk this communication up as "Lessons Learned" on each of our behalf (my behalf, because I trusted (but didn't verify) that this was an honest operation and noteworthy business and on your behalf that the customer has a right to know and inspect (question) things that are found needing repair at the time of the inspection or work being performed). You got paid the price you quoted to do a job and somehow you impacted the environment so you would get more and damaged a beautiful, clean classic vehicle.  In your profession you should feel bad about this occurrence and use whatever resources to make this right.
 Do the right thing.  Again, I can admit to the age of the car and many parts on it (including the radiator), it's an antique,  but in this age and time antiquity doesn't equate to malfunction.  The car was running fine when I brought it there and afterwards it was not, something known or unknown to you occurred while it was in your shop and you need to take ownership and responsibility for it.  You have yet to communicate an action for correcting this, if that's going to be your final stance please let the record reflect so and let's move on to the next stage.
Regards,
[redacted]

I took my 02 escalade to the Tuffy location on kirkman rd. the day after having my vehicle serviced the abs light was on. I checked the fuse box to find a 40amp fuse missing. I replaced the missing fuse and the light went off. I suspect Tuffy sabotaged my vehicle hoping I would come back for additional services. I have zero intentions of ever returning.

Review: April, 2016, I took my 2004 [redacted] to Tuffy, because of a slow leak on the right rear tire. I received the car back, I did not notice the next day, someone has bought to my attention. The lug nuts were not put back on the tire. I also notice lug nut stem was completely broken. I took the car back the next day.. The manager response was "We did not have the same type of lug nut. My response to the manager, "why have you not bought this to my attention?" I did not get a response from the manager..the stem that was broken is not fixed.Desired Settlement: I would like the stem on my rear wheel fixed.

Business

Response:

We will contact the customer today and get this resolved......It is the first time I am seeing this....Sorry[redacted]

Review: in the 04/01/2016 friday me and my husband went there to do inspection for my husband car, they did change the rear break beds one rain wiper and one lamb in the rear driver side light

after we deliver the car later in the same day night we found out a damage in the rear light in the driver side where ever they change a light , my husband went back to the manger after the weekend several times but he didn't admit and never answer the phone calls we didn't know what to do tell somebody advice us to contact youDesired Settlement: they have to replace the whole rear driver light but not in there shop as possible

Business

Response:

My name is Jose F[redacted] I am the store manger for Tuffy on

[redacted] I am writing about the incident on 4/1/16 to the best of my

knowledge. [redacted] claims we broke his trail light on the left rear. These are

the events that took place:[redacted] came in on 4.01.16 to have his car inspected.

During that visit the vehicle required to have rear brake pads, wipes and a

bulb to pass inspection. The work was completed that same day. [redacted] left on

that day without any complaints. The vehicle was parked in the very front of

the shop tail lights facing out. [redacted] walked passed the car and checked it

before he left. No complaints where brought up that day.On Tuesday 04/05/16[redacted] came into the store claiming that

we damaged his tail light, I asked him why he didn’t call me Saturday and Monday.

Four days have gone by, I explained to him that maybe that light could have

been damaged during the four day lapse. [redacted] is an uber driver and many different

people come in and out his car. Four days without notice was simply to long. I said

that I wanted to get [redacted] side of the story but we needed to wait until

next day since he was off. 4/06/16 randy said that he did not remember seeing

the light broken because it wound not pass inspection. Which means the light was

without damage on the day of inspection.

Review: On May 8th I took my car to Tuffy's Tire Auto Service Center in hopes of getting the catalytic converter repaired on my car. But first I wanted a written estimate of the repair cost,1.The estimated cost of labor,2.The estimated cost of parts,3.A description of the problem or work to be done, and 4.When the work will be completed. I specifically told [redacted] before making any repairs to my car that I wanted a written estimate. I was told by [redacted] that she couldn't give the estimate right then because she wouldn't be able to get to my car that day but that she would give me the estimate as soon as she was able to look at the damage converter on my car. Instead of giving me the written estimate as I asked she made an unauthorized repair and removed the converter off my car. Which caused me to not be able to drive my car back home instead I had to get a tow truck to return my car home. I received no apology or any compensation. Also they would not release my car upon my request I was told, "they had paying customers to attend to first". Under the Virginia Law: The[redacted] governs auto repairs in Virginia. You have the right to have the repairs to your automobile performed in a proper and effective manner. If you have requested a written estimate, no repair work may begin, other than examining the car for preparation of the estimate, until the written estimate has been given to you and you have given authorization. The Virginia State Law was not followed when dealing with me and my vehicle that has and will caused me to lose money because of the towing charges. I also didn't receive in resolution from [redacted] from corporate office when I spoke to him on May 13th.Desired Settlement: I would appreciate towing cost.

Business

Response:

I know that I have talked to [redacted] twice and [redacted] has talked to her at least once and she is NOT ready to have car repaired now. She is attempting to bring her own parts in and that is NOT our normal business practice as our model requires a margin on the parts and the labor and she wants to bring her own but nonetheless I have told her as soon as she gets the parts to call me and we will help her with the cost, labor and the towing. The ball is in her court and it sounds like she even paid more for the parts that she bought than what we can sell them to her for.

We will try to help [redacted] once she is ready.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

ID[redacted]. After speaking to the [redacted] of Tuffy's my complaint was not resolved. I initially asked for towing cost because I had to get my car towed back home, after Tuffy's removed a part from my car without my consent. I was offered by the [redacted] of Tuffy's a discount on my exhaust system repair, my exhaust system no longer needs repair so I cannot use his offer. I still have not been offer the reimbursement cost for the tow.

Business

Response:

I have offered an assortment of remedies for [redacted] and they are not JUST for the exhaust repair. We have tried to offer her other services for free or discounted. If her car was NOT drivable and she had it towed and then decided that she did NOT want us to fix her car and make it safe then I am having a tough time figuring out why we would have to reimburse the tow fee as SHE elected to have it towed to us and then decided that she did not want us to do the work and then either had it done elsewhere or not at all.

We strive to make all customers happy and I am open to suggestions if Revdex.com has a better idea.

Review: My husband took our vehicle to Tuffy Colonial Heights on 01/31 for an oil change with a $19.99 coupon. He was charged $48.50 & was told that he needed 7 qts instead of the 5. No problem but does it cost $10 per qt of oil? Also, this morning we checked the oil level in his car & we had to add 2 qts of oil. It was in the add oil level. This is unacceptable and this is not the first time that this occurred. I had my oil changed as well and had to add 2 qts to my vehicle the next day. Apparently this location is not giving its customers what we are paying for. Therefore I want a refund for the $48.50, which is the amount that I paid for the oil change on Saturday. I do not want coupons or vouchers because I will not use Tuffys ever again. This is poor practice and I am reporting this incident to the Revdex.com so that this does not happen to other innocent customers who may become victims of this scam. Thank you for your attention to this very concerning matter.Desired Settlement: Refund of $48.50

Business

Response:

Revdex.com spoke with [redacted] from the business. he stated that the coupon the customer had states that it is up to 5 quarts. The tank was larger than that are required a payment beyond the coupon.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I don't have a problem being charged $48.50, if I would have received what I paid for. First, does it cost $10 per qt of oil? Second, I checked the oil level when I got home and the gauge was in the add oil level. I had to add 2 qts of oil. Even though I paid for extra oil, I did not receive it in my vehicle. I would like to reiterate that I did not get what I paid for. I want a refund for the $48.50, which is the amount that I paid for the oil change.

Business

Response:

Revdex.com spoke with [redacted] from the business. They do not have any record of the customer complaining at the time of the service that the oil was low after the service. There might be an issue with the lines in the vehicle but without being about to see the vehicle in a timely fashion they cannot confirm any issue with the oil. The customer can come talk to the tech at the shop to see if they can look into the matter further.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear I'm not going to take my vehicle back to a shop that has already misrepresented themselves. Tuffy doesn't have to refund my $50 because word of mouth is worth millions. I will never do business with Tuffy and I will be sure to tell everyone I encounter the same.

Regards,

Ms. Tuffy is my #1 go to when it comes to service on my vehicle. The team there goes above and beyond to make sure that not only is the customer informed about what is going on with their vehicle, but also that the are comfortable making these decisions about services selected.
It is definitely true that "people do not care how much you know until they know how much you care". Bill and his team do just that they care.
The other day (Tuesday) my car was making some strange noises in the wheels. I had people tell me it was anything from the wheel bearings to the axle being broken and if I dont fix it that it is very likely that I will be in a accident. With this in mind my first call was to the dealer that sold us the car. I was thinking who would know better then the dealership. They showed no concern for me or how I was feeling about the situation. They told me that they probably can get me in next Wed and that it would be $110 to tell me what was wrong. I felt uneasy about that so I decided to tell them that I would call them back and let them know.
My next call was to Bill at Ms Tuffy. He listened to what I had to say about the vehicle and showed concern for my safety. I asked him how long it would take me to get an appointment and he said "Bring it in now!". I was excited by his answer but told him that my job probably would not like me leaving during the day. He made an appointment with me for 7:30 the next morning and that he would make sure that I got to work on time by letting me use a loaner while he checks out my vehicle.
When I came in I decided that since I am a Auto Care Card Customer that I would use one of my free oil changes and since they told me the last time that I had an oil change that they were concerned that my car had an oil leak that I would have the gaskets changed to stop that problem.
Once that work was done Bill called me and walked me through the issues with my car. He talked on my level and explained to me exactly what he recommended to get fixed. He did not take advantage of the fact that I knew very little about cars and that I was a women, like some other smaller shops do.
I decided to follow his advise and get the work done to make it safe for myself and my family. From now on they will be my 1st and only call in regards to my vehicle since I am confident in their services. Thank you Ms Tuffy for being the best car service center in town.

Review: I took my car in to Tuffy's on 6/9/14 to evaluate why the service engine light came on. Approximately $300 later, my car still had the service engine light on and Tuffy's said they did not have the machine to further evaluate it. They recommended I take it to the DEALERSHIP! Got a mechanic to hook it up to his machine and automatically he said it was the fuel injector. Tuffy's had replace a cylinder but it wasn't the correct one and a plug (?). I paid $80 to have it fixed and light off.Desired Settlement: I believe I deserve a refund. If they didn't have the equipment to diagnose the problem they should have told me upfront. That's a lot of money to drive away with the same problem you drove in with!

Business

Response:

Revdex.com spoke with [redacted] of the business. he stated that while he thought it might be the fuel injector he was not 100% certain and did not have the machine to determine without a doubt. If he does not know for certain the problem he is not going to pull parts, that would be costly to the customer and the business. he did tell the customer to have the dealer check the fuel injector first and that is what the problem turned out to be. If the business is not 100% certain they recommend an outside source to review the issues, in this case it was the dealer.

Review: Dealer replaced radiator, part cost 256.76, radiator&cap, 10 months later radiator is leaking, Reported leak to dealer 13 months after installation from dealer, dealer said WARRANTY is one year for labor, two years on parts. I used the part number off of the radiator installed by dealer, which was a[redacted], from [redacted], the same radiator cost $117.00. I took the old radiator to the dealer, dealer said they would not honor the two year part warranty unless they removed/installed the part. Installation was done on 1/4/2013. I took the part to the dealer this past week. Spectra carries with it a two year warranty from [redacted]. The same company, the same radiator.Desired Settlement: I would like to have the $117 dollars spent on the new radiator that replaced the $256.76 radiator that leaks, refunded to me.

Business

Response:

Revdex.com spoke with [redacted] from the business. He has attempted to contact the customer to set up the amount for the refund they can offer the customer however he has been unsuccessful.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

I tried answering the response but could not figure out how to do it. I have not heard from the company since I took the old radiator by their business. They told me that they would send it off to the vendor to see if it was covered under warranty. They told me it would take a while for them to respond. I have had no messages on my phone from the business. Thanks. [redacted]

Business

Response:

[redacted] called and said that this check was sent out around Christmas.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

It was confirmed that this check had been received and this has been resolved.