University BP

Review: I bought a used car from University BP

The car can not drive at highway speed

I have brought it back all time I have had to drive it on Rt81 (interstate)

First time was 12/24/16

Have been told it was 4 different things and problem has not been resolved

Owner claims that they have fixed it or they charged me for something else

Car is unsafe, University BP passed car on inspection when purchased- however check engine light has been on for 6 months.

Owner and Mechanics refuse to get in car and drive at highway speed (which I feel is an indication they know car is unsafe)

One mechanic at bp has told that I should not drive the car- it is unsafe and a lemon after riding in the car with meDesired Settlement: University BP "does not buy their cars back"

I have given them 4 opportunities to fix the car and make it drivable

I requested my money back-- was told no

and NOW they will charge me for parts AND labor for another shot at fixing it

Business

Response:

This vehicle was purchased "As Is". We have tried several times to duplicate the issue that the vehicle is having. Only recently we discovered that there is a problem with the viscous coupling in the transmission that is not warrantied. He was given an estimate of $600 for the repair. We apologize for any inconvenience in this matter.

Review: 2000 Nissan Altima broke down in Radford at [redacted]ank. Had car towed across road to the University BP Station in Radford. Told manager [redacted] and employee's to find out what caused break down and tow car only. Told manager [redacted] and employee's not to do any work on car or to take car apart. They agreed. Car was towed in an hour before closing time on Wednesday Feb. 05,2014. They said engine was gone. I couldn't secure an engine for my car and [redacted] was also suppose to help look for an engine. [redacted] didn't help look for an engine. [redacted] said it wasn't his problem to look for an engine and it was going to cost me money for his time to look for an engine and on Feb. 07,2014 , he told me that I needed to remove my car. On Feb. 10,2014 , I had my car moved. [redacted] had agreed to let me keep car at garage for a couple more days on Feb. 07,2014. On Feb. 10,2014 , I paid them to get my car out of the shop. They tried to tack on storage fee's that were never agreed to. I didn't pay storage fee's. It was discovered that my engine was taken apart and parts were missing , also $20-$30 in change was missing , along with a ring. A police report was filed. They were not suppose to have taken the car apart or do any work on the car and they did. Engine parts were missing.Desired Settlement: I was charged $114.35 for the tow and for them to trouble shoot the problem. They were told not to work on the car or to take the car apart. They took the engine apart and lost the parts that they removed. I'm requesting the $114.35 to be credited back to my credit card.

Business

Response:

In this matter we were given approval to tow and diagnose the problem of the Nissan Altima not starting before we even towed the car. This required for the technician to remove the valve cover to inspect the timing chain. As for the parts they were placed inside the car when any further repairs were declined by the customer. When speaking with Mr. [redacted] I was told that he was going to try to get an engine from his friend. I explained to him that if he couldn't get an engine I would help to locate one. When any further repairs to replacing the engine were declined. Mr. [redacted] was told that he would have a few days to remove the car from our facility. On Feb 10 2014 [redacted] Garage showed up with their wrecker, the bill was paid and the car was towed away. Later that day the police department showed up inquiring about the supposed stolen items. This was a false report to the police department. The police officer was given permission to review our security cameras which cover our entire premises which he declined to do. We will not be refunding any amount to the [redacted] as the work performed was authorized by them, and sincerely apologize about any miscommunication to them.

Sincerely,

General Manager

University BP Inc.

Consumer

Response:

I have reviewed the response 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.

Their response is untrue. They were to tow and trouble shoot the car problem. They were told not to do any work on the vehicle and not to take anything apart. They took parts off the engine and lost them. Also, personal property was missing and a police report was filed. They did not offer to find an engine. [redacted] said if he found an engine, it would cost us for his time to find an engine, so their responses are untrue.

Visited my daughter who attends Radford University. She was have a Muffler issue with her vehicle so I stopped at University BP where the gentleman said he could fix it for $45.00 dollars. This was on a Sunday and by the time we could get the vehicle back there they were closed. Today I received phone call and the price went up to $65.00 dollars. The attitude of the person was very poor, with response, "do you want it fixed or she can come pick the vehicle up". I also run a business and if an employee of mine makes a promise I would stand behind it whether I liked it or not. Hope the extra $20.00 is worth this review

Review: I had my 2005 Ford mustang GT towed due to bad weather and not being able to make it up the road they charged me 175 to tow my car 200 yards up the hill into a parking lot and when they towed it they didn't care about getting my car safely up the hill. The employe in mustang almost crashed my car into the the tow truck. When I went to complain the manager was rude and didn't care about what I had to say. The way they towed my car put a dent in my bumper and I knocked the front end out of alignmentDesired Settlement: An apology and lower price and damages to my car

Business

Response:

In response to this complaint. The customer was charged the appropriate standard amount for the service that was given to him. The road conditions were very bad that day and his vehicle was towed by the request of the Radford Police Dept. to get it off the road as he was stuck in the middle of the road blocking traffic. The customer did come down to receive his change and he did complain but was apologized to by the manager. Mr. [redacted] did not present the vehicle to us for inspection and was told that if there were any damages they would be handled appropriately. If Mr. [redacted] wants to bring the vehicle to us we would be glad to check his alignment at no charge and inspect for any other possible damages and proceed from there.

Consumer

Response:

I have reviewed the response 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.

Regards,

Thank you for resolving the car issue. Your staff is amazing, we appreciate your honesty!

Review: I brought the car in for head gasket and rear main oil seal replaced. Shortly after repairs, transmission fluid was leaking (these hoses had to be handled to make repairs) and car became disabled on I-81 stranding 2 college students. Car was towed in, BP made repairs and I was charged. 2 weeks later, the hoses burst again in [redacted] and BP refused to reimburse me for the repairs they did. A week later, a spark plug fell out of the engine, I towed the car from [redacted] to [redacted]. BP replaced the spark plug and again I was charged. That was associated with the head gasket repair. In March, signs of oil leak under the car and had it towed to a certified mechanic as well to a [redacted] dealership. Both establishments confirmed it was from the rear main seal which was repaired by BP. BP refuses to reimburse for said repairs and suggests I have our mechanic tear down the engine, expose the leak and send him the video. Such task would cost several hundred dollars.Desired Settlement: Full reimburse for all expenses, tows and have the repair made by mechanic of my choice.

Business

Response:

In response to this matter. The transmission hoses that leaked were only removed and reconnected to perform the head gasket repair. When the vehicle was brought back to us we repaired them at a redused rate to try to help the customer in that situation. As far as the spark plug issue it was taken care of with no labor cost to the customer he was only charged for the parts that were not replaced with the original repair. The oil leak will gladly be repaired if the vehicle is brought back to our repair facility. The repairs only carry an in house warranty and would have to be confirmed.

Consumer

Response:

I have reviewed the response 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.

11/4/14- The initial visit when University BP disconnected and connected the transmission hoses for the repairs.12/2/14- The hoses broke in I-81 loosing all the transmission fluid, rendering the vehicle totally disabled and leaving two college students stranded roadside. The vehicle was towed to University BP, $300+ in AAA towing fees. University BP charged me $108.40 to repair the hoses and replace transmission fluid. The owner rudely refused to reimburse for any of these fees.12/17/14- While home in [redacted], VA on Winter Break, the same transmission hoses broke and again rendering vehicle disabled. AAA towed the vehicle to [redacted]) and replaced the transmission hoses, clamps and filled with transmission fluid. $71.99 for repairs. Over the phone, University BP owner refused to reimburse for these repairs.Jan 2015- The spark plug came out of the engine and [redacted] stated the threads appeared stripped from over tightening or not tightened enough. [redacted] Spoke with BP and they refused to cooperate with the mechanics down here. So I rented a [redacted] tow dolly ($173.19) and brought the vehicle to University BP who reluctantly did the repairs. He refused to sell me one spark plug and one spark plug wire so I went to a nearby [redacted] where I purchased the parts ($21.19) and University BP charged me $62.80 labor. At this time, the owner cursed and told me to never return and the warranty would not be honored, not that it has yet.Although this work was performed under the warranty, I was charged for every return visit and University BP has made no conscious effort to rectify this matter or reimburse for these expenses. To date, these expenses have reached $745.I have all receipts and bank statements to validate all of these expenses.

Business

Response:

In regards to the situation with the transmission hoses. Replacing these hoses would never be a routine part of the initial repair of the head gaskets of the engine. The owner acknowledged that when having breakfast out with his son the morning of his sons departure that there was transmission fluid leaking from the vehicle before the son began his trip to [redacted] from [redacted]. The issue of the son being stranded and the towing expenses incurred could have been corrected before the trip was made. In good faith the hoses were replaced at a reduced parts and labor cost to the customer. As far as the transmission hoses failing again as clearly stated on all repair invoices and in the lobby of our garage all warranty work has to be performed in our shop. The spark plugs were not replaced as part of the initial repair. When confronted by the customer about the spark plug coming out and the threads being stripped. The customer was told by the garage the vehicle was at that the head would have to be removed and sent to a machine shop for repair. The customer was advised for our garage to help at all the vehicle would have to be returned to our garage. When the vehicle was brought to our garage the threads were inspected with a borescope and found to be in good condition as a precaution the threads were chased to clean any debris and a new spark plug and plug wire installed at no labor cost to the customer in good faith. The customer was also not charged to install the drive shaft that had been removed for towing the vehicle on a dolly and the hardware necessary for installation that the customer left in his tool box in [redacted]. The cost of $62.80 incurred at that time was not for labor but the parts, one spark plug and spark plug wires required for the repair that were not part of the initial repair. The nature of these problems is unfortunate for both parties and I believe that the customer has been treated fairly and professionally in all aspects to correct the said problems.

Consumer

Response:

I have reviewed the response 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.

Revdex.com- How can you allow this inconsistent banter from an individual who's reputation is simply bad business? In his prior statement, University BP admitted to removing the transmission hoses and connecting them. If so, why were only the clamps replaced but not the hose? Because they failed to put on the clamps causing the hoses to become disconnected. An oversight? Possibly. Or an opportunity for more repairs and collecting money under false pretenses from college students. I think the latter.So, when the hoses broke the 2nd time, our mechanic replaced the hoses and not the clamps because the clamps were shiny and new but the hoses had cuts in them. This was only a couple weeks later!The initial 'transmission hose' incident occurred on the drive from [redacted] to [redacted], the Sunday after Thanksgiving, 11/30. The service ticket was 12/2. I detected the transmission fluid leak two weeks later when my son was home in [redacted] for Winter Break. This service ticket from my mechanic was 12/17. I haven't had any leaks since.A simple remedy: refund for all transmission repairs and towing fees or this situation will escalate with public knowledge. My receipts are attached.

Business

Response:

The vehicle was originally brought into our repair facility for an overheating condition. The repairs of replacing the head gaskets was performed and there has not been any problem to our knowledge or complaint of the vehicle overheating. As for the transmission hoses when the vehicle was towed in the transmission hoses going to the radiator and clamps were replaced at a reduced rate to the customer again, in good faith. Again these hoses would not routinely be replaced as part of the original repair. It is common practice to replace the hose clamps at the ends of the hoses. Not the hose where such hoses have to be disconnected to perform a repair, unless the condition of the hose is obviously deteriorated so as it would most likely lead to a failure in the near future. In fact the customer was not even charged for the length of hose used being as we keep it in our stock on a bulk roll. At this time the only reimbursement to the customer will be $71.99. The amount paid to [redacted] for the second replacement of the transmission hoses.

Consumer

Response:

I have reviewed the response 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 do not accept the offer. Due to the fact he admitted on the initial response to removing the hoses. They hoses were not properly secured with hose clamps otherwise it would not have broken off a few days later. AGAIN, when the same repair was done by my mechanic a couple weeks later, he stated the hoses were ripped/cut, had not been replaced by BP and only the hose clamps were new. I will be satisfied with full reimbursement of $180.39 which is $108.40 (for his 'work') and $71.99 ([redacted] repairing of same work). The $300+ on towing charges will be waived.

Review: I had my car towed to University BP on July 6th as a result of breaking down on the highway coming from TN to MA. My husband spoke with a man named [redacted] the entire time who was the mechanic who was working on the car. We were told that the radiator and the transmission needed to be replaced and the cost would be $5938.23. We paid $2500.00 with a bank check upfront and mailed them that payment... They did not contact us when the work was done, so my husband called the mechanic the next week to see if it had worked out in which we were told that it was all set and they would be fine leaving it there until we could pick it up... No final price was told to us, nor was any contract or bill sent to us... A month later, August 9th, I drove down to Virginia with a friend to retrieve my car. My husband had called that morning to find the exact final bill in which he discussed, again with Steve, how he could pay. [redacted] replied that they would prefer a bank check just because we lived so far away, but would take a credit card payment... I had already left for Virginia (it is 10 hours away driving), so I only had a credit card. I arrived at the shop the next morning and asked to settle the bill and the employee that was on informed me that I had to pay with a bank check. when I explained I did not have one and had learned that preferred one too late, but would take a credit card, he told me they would not take the credit card ad I could go to the bank to get some cash out. I explained that no bank would allow me to take out $3400.00 dollars in cash since I am out of state and he just shrugged his shoulders and said that was the agreement. There was NO written agreement or verbal agreement- not even a written bill... I explained that I had driven all this way and could pay with a credit card. He then rudely stated that since my car had been there close to 6weeks, I had plenty of time to get the bank check. I replied we had not even received the bill total until the morning before. He then called the manager and stepped out of the room to talk to him, When he came back, he told me I could pay with a credit card but they could only charge $1000.00 at a time and after 2 times the credit card locks out so I would have to run it twice today and then come back tomorrow morning. I explained I was leaving the next morning. He again shrugged his shoulders. I then offered to use two different credit cards and then he added on that because I was using a credit card, he was going to charge me the 3% fee for the credit card usages (an extra $103.00). I questioned him why I needed to pay the fees that the company is supposed to absorb and he said that is why they wanted a bank check . Unfortunately, none of those stipulations were explained to us or written to us... And two customers who were sitting in the gas station at the time, both said they had never heard of that and weren't sure why I was getting paid. Unfortunately, my hands were tied at the time as I was driving back to Mass and so I had to pay the bill (with 2 credit cards and then $103.00) added on. The invoice bill which he gave me does not have anything written on it about the $103.00- It was figured out by a handheld calculator and just added to my card- no written invoice. I tried to dispute the claim with AAA, since it is a AAA approved business, but they came back stating it was a he said/ she said issue and they couldn't do anything. In the discussion with them at the time , the University BP was claiming that we had spoken with a [redacted] at length about the cost and the bank check... We have never spoken to a [redacted]. The entire situation was stressful to begin with, but the manner and lack of professionalism that the employees showed made it 10 times more horrible. Aside from their curt manner and lack of personal attention, their professionalism in providing an invoice and written explanation of charges were shady and dishonest.Desired Settlement: I would like the $103.00 returned back to my credit card as I do not believe we should absorb the costs of the credit card fee when we were not made aware of the fee prior to payment- nor was the fee even added to the invoice. Thank you

Business

Response:

I this matter the cost and form of payment were only ever discussed with Mr. [redacted]. There was never any previous discussion of the form of payment with Mrs. [redacted]. The estimate of the cost of repair was explained in detail with Mr. [redacted] in every step of the repair and was verbally agreed upon. Mr. [redacted] was contacted upon completion of the repairs with the final amout of the repairs minus his deposit. Upon that time it was also verbaly agreed that the payment to our company would be paid by cash or cahiers check only as he had done with the deposit. On August 7th Mr. [redacted] called me to let me know that his wife would be coming in on the 9th or 10th of August to pick up the vehicle and pay the remainig amount. At that time he inquired about paying with a credit card because his wife hadn't had time to go to the bank yet and she was running out of time before she left for VA. It was again explained to him that the remaining bill would have to be paid by cash or a cashiers check only and his responce was " she will have to figure out how to get to the bank before she leaves" . Sincerly, [redacted] General Manager University BP Inc.

Consumer

Response:

I have reviewed the response 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. First, I am still married to [redacted] and there is a communication system going on, so regardless of whether they spoke to ** or I, the information was passed on. Again, this comes down to a matter of he said/ she said , but the bottom line is that at no point in time did University BP ever mention that the credit card costs would be 3% of the total of the bill. Yes, [redacted] told my husband that he would PREFER a cashiers check, but if it came down to it, we could use a credit card. My husband never said that I would have to figure it out with the bank when I got down there... I knew all along I was not using a cashiers check which is why my husband clearly asked him if he WOULD take a credit card. And bottom line is that they do take credit cards- there are the credit card symbols on their windows of their garage- and they did not inform us of the 3% until I went to pay. And again, the extra $103.dollars they charged to my credit card was never even written down on my invoice. It was plugged into a calculator and added to my credit card. My professional bill of sale has the final price of the service done on my car- it does NOT have added fees from credit cards and it does not state anywhere that there are added fees. I am again requesting that they refund the extra money they added on due to the fact that all of the things they are claiming were never agreed upon by contract , nor ever documented in the bill. IN addition, based on this attachment, debit cards do not have a surcharge attached to them, and one of the cards I used was a debit card. And again, no disclaimer was posted anywhere near the credit card symbols. Thank you Regards,[redacted]

Business

Response:

Again, there was never any direct contact with Mrs. [redacted] in this matter until the time of pick up of the vehicle. The only conversations about this repair were held with Mr. [redacted]. To reduce our labor cost it is our policy to charge the credit card fee on any amunt over $1000. This may have not been directly discussed with Mr. [redacted] because there was a verbal agreement from the beginning of the repairs that the deposit and final bill be paid by cahiers check only. Why was it not a problem to pay the requested deposit with a cahiers check? We greatly apologize that these fees had to be incurred. This would have been added to the repair bill if requested but do to complication of the situation at the time Mrs. [redacted] received the vehicle it was not. In this matter we will not be refunding any fees incurred. Sincerly, William G. Brown President University BP Inc.

Consumer

Response:

Okay, I realize that there was no direct conversation with me regarding this situation, but there was also no direct conversation with any of these people responding to this dispute regarding my car. Either way, I did have direct conversation with my husband and a direct conversation with the employee and have a direct bill that does not include the charges. Therefore, I do not believe that has any relevance when it comes to this matter. There was no issue sending a cashiers check for the first bill because we were not going to be there in person to give the money and we understood it was a big job to do for someone 500 miles away. For the final bill, however, I was there in person with a license and a credit card in hand so did not see the need for a cashiers check. Especially when it has been assured that we could use a credit card if need be. As for the complication of the situation, I am not really sure what that refers to. I was present, I paid in full and there has been no issue since with the money not being available... So, saying the situation was complicated does not excuse not putting a charge onto a bill or invoice and not fully explaining the charges that would incur if certain payments were made. You are the professionals- complicated or not. And bottom line is, all of this is verbal and the only actual proof of charges is the invoice which does not state the 3%. [redacted]