Mr [redacted] dropped his truck off for a grinding noise in the front wheels we inspected the truck and the tech discovered the left frt wheel bearing to be extremly loose also the upper control arm & ball joint to be just as worn , both are a safety issue We contacted Mr [redacted] with the est of repairs and he approved the repair He asked if this would make the abs light go out and he was told there is a good chance it would, however, it's not guaranteed, this is where we have to startWhen he was told the problem would need further diagnostic and that the problem appeared to be in the abs module he said he did not want to spend any more money on this truck due to the age and the high mileageHe has not contacted the store for any further assistance in this matter.The parts that were a safety issue were replaced We are sorry that he is unhappy However, he approved the work on the safety issue, was advised we couldn't guarantee it would make the ABS light and when the light remained on, refused further diagnostic or any other work on his vehicle due to the age and mileage I will forward the invoice to the Revdex.com under separate as I can't get it to attach to this response We will not be refunding him for the work he approved to fix his safety issue
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 In deference to AAA's last response I again would ask, if the vehicle was low on coolant as they claim then why did they not mention that there could be additional problems if moving forward as Ben wants to rely on? Again the vehicle has been properly maintained at professional shopsI personally checked and verified that the coolant in the radiator and over-flow bottle were at the right levelsAnd one more time, the hoses were in good shape as attested to by [redacted] *** and [redacted] So I once again question AAA as to why they want to point out that the hoses were originalThey have never addressed what Ben told me that fateful day I called to asked when the van would be readyHe said to me (paraphrased but accurate) "We put the part on and turned on the vanWe kept putting in coolant thinking there was an air pocket in the system until we knew the head was blown".And again I offer my phone records to Revdex.com to verify that no call, voicemail or text ever came to me from Ben or AAAI distinctly remember going over my cell phone number with Ben when I dropped the van off to make sure he had it and it was correctHe didAt this point I have had the van towed homeI hope to make this complaint available to other consumers that are thinking of taking their vehicle to Bob Sumerel Tires owned by AAAThey are unresponsiveUnprofessional and completely indifferent to their company failuresTheir actions or better said, inaction are indicative of a company not wanting to face up to their mistakesI will be happy to address this in small claims court Regards, [redacted]
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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] I will never use them again and advise all I know beware of these crooks!
We will agree to tha We will agree that the customer and BSTS dis-agree on this incident We have reimbursed her and she should receive the refund shortly as it comes out of Wilmington, Delaware
RE: Alleged damage Newport Sumerel Dear ***: We have again reviewed the picture you sent us that shows a dent on your vehicle with red paint transferWhile it is apparent something hit your door, it was not done by any employee of Bob Sumerel Tire & Service, LLCOur Newport store manager took you to our garage and showed you the car rack or lift that was used to service your vehicleIn fact, you saw all our liftsHe showed you how it was impossible for your truck to be damaged by the lift in the area of your dentAt that time, you acknowledged that you understood the ding could not have happened via the liftWhen we spoke, you told me that you understood that lift was not the cause of the damage but what about other items in our garage, specifically the floor jacksWe have two floor jacks at our Newport locationOne is green and silver with the other one being white and blackNeither one of our floor jacks were the cause of the ding with red paint transfer to your vehicleWe have nothing else in our facility that is mobile and red in natureIt appears to us that the ding to your truck is something that is commonly called a door dingThis is what happens when another vehicle opens a door too close to your vehicle and striking itWhen and where this happened to your truck, we do not knowWho opened their door into your truck, we also don't knowWe respectfully deny liability for the door ding to your truck for the reasons stated aboveIf you have any further questions, please do not hesitate to give us a callSincerely, [redacted] Corporate Risk ManagerRevdex.com [redacted] ** *** Dear [redacted] :Thank you for using your Revdex.com as a resource to resolving your complaint ID [redacted] submitted on 9/10/12:00:AM against Bob Sumerel Tire & Service Co LLCSince you have accepted Bob Sumerel Tire & Service Co LLC’s response, ("emailed [redacted] and let him know we would do the 66% of his estimate Today, I am emailing him a full and final release and ordering the check from our accounting department I asked him to verify his mailing address and he did so by email late last night.") we are closing this complaintIf you and Bob Sumerel Tire & Service Co LLC have reached an agreement and compliance is set for a future date, we trust they will follow throughIf this does not happen, contact us and we will review the complaint and proceed accordingly.Your complaint is now part of the Revdex.com Business Review and details will be posted on Revdex.com.org, if it meets our online standardsWe encourage you to stay in touch with Revdex.com for great tips and information with our consumer e-newsletter or find a business you can trust with our Request A Quote serviceRegards, [redacted] [redacted] [redacted] [redacted] [redacted]
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.It has been a significant amount of time since the complaint was made, which shows a lack of respect by refusing to comment for such an extended period of time and then using their tardiness as an excuse to not reimburse Their response is completely inaccurate to my encounter with their company and employees At this point I have found a new car maintenance company and will never use their service again My opinion that they are an untrustworthy operation still stands Regards, [redacted]
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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***---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 [redacted] 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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
Customer came in for no heatVehicle was low on coolant, We filled it with coolant and let it run It was bubbling out the radiator while the vehicle was running That is a typical sign of a blown head gasket We performed a head gasket test and it came back as a problem and/or bad head gasketCustomer wanted us to flush the cooling system We told her we were not comfortable in flushing, due to the age and condition of her cooling system as it could create a bigger issue for her She was upset over that and advised us that [redacted] would do it We told her that if they wanted to take that responsibility that was their choice but we were not going to flush her cooling system Our tech spent over an hour checking vehicle over and we only charged her the diagnostic fee for the time we spent As a gesture of goodwill, we are refunding her $Anna F [redacted] Corporate Risk MangerBob Sumerel Tire & Service, LLC
In response to this customers complaint, you need the correct storyThe customer broke of lugs on the right front wheel and the wheel we removed was the left frontThe reason the left front wheel was removed is because the correct procedure when installing new wheels is to test fitt to the vehicle before mounting new tires on the new wheelsThis is required by the wheel suppliers because after the wheel has had a tire mounted on it the wheel is NOT returnable if the fittment to the vehicle is incorrectWe sell hundreds of wheels every year and deal with several wheel suppliers and they all require the same thingThe problem with not being able to do the installation of the wheels was the wheels were so wide the tire after mounting them on the wheel it would not inflate due to the wheel being so wideWe spent over an hour working on this and never could get the tire close to sealing to infalteThe customer states it the best HE broke the lugs on a wheel we never touched to loosen or tighten the lugs he brokeThe customer did come in and told us how he could not get them off and how he broke them, by using the lug key (spline drive lug nuts long style) and the putting a four way lug wrench on the key and standing on itThis would use leverage in a downward or side ways motion instead of a straight turnning motion We told him we would be glad to see if we could help him and his girl friend said she would only let us work on it if she could stand beside us to overseeWe told her that is a safety problem but see could wait in the waiting room but it could take a better part of the day, we also explained we had NOTHING to do with the lugs that they broke as we never touched that wheel The problem he has with trying to drill the lugs out and the damage he has done to the wheel and so on makes me wonder if he is certified to be doing this workThe fact the way he broke the lugs by not using the proper technic to remove the lugs and then breaking six of the eight before taking to someone to see if they could get them off without breaking them makes me wonderThe customer complained last week and we have called the number on the repair order we had for her times and she has never responded since the middle of last week (week of 6/1) and the last call was Tuesday 6/The fact is the customer brought the vehicle to us with wheels and tires she had purchased somewhere else and we followed the proper procedure and the fact that the wheel was to wide to inflate the tire is out of our control along with the lugs we never touched in any wayWe feel bad for the problem the customer is having and offered to see if we could help, but we did not have anything to do with the cause or effect of the problem they haveThis is a customer that is trying to get us to fix a problem we have no part ofThis would not even been discussed if we had anything to do with this, we would of fixed without questionWe would like to help any customer with any problem but we cannot be responsible for every problem that someone has with a vehicleWe always take care of our problems and a lot that we are not responsible for if we help the customer outTHe last thing is the girl friend came by to see if the truck was ready while we were still trying to inflate the tireShe had to see the left front wheel was still off and the other three were still on the truck as she look at the truckSo I would wonder what would make here think we would have taken any of the others off and put back on while we were still trying to inflate new tire we planned on putting on the left front., so if she is honest and was paying attention she would know that the left front was removed and not the right front.So the bottom line is this is a problem we had no hand in and was caused by someone else by over tightening the lugs or the customer doing the wrong procedure when removing the lug nutsThen he has further complicated the problem by trying to repair it himself
I have not been in yet today, because I work M-F hours I will be in this evening around 5:30pm I have already paid for the new spark plugs at KIA, which cost me MORE THAN the ones purchased from Bob Sumerel I expect a full refund for the spark plug service I received in June 2016, which was approx$ I will bring in invoices from both servicesThank you
They never gave me a solutionThe situation is terrible because it's their word vsmineI got all the wheels off besides one wheel and they happened to take one wheel offThe only thing that adds up is that they were in a rush or the guy didn't know what he was doing (highly likely) over torqued my lug nuts and when I went to take them off they snappedI can't believe they won't own up to it, maybe because it involves a lot of work and that would be a lot of free labor
We don't believe any further response will resolve this issue BSTS was open and above board with this customer as we are with all our customers We wish her well in the future
We are happy [redacted] found her issue and repaired it for her With flushing her system, there is now metal in the system and we were afraid of that happening This will cause other materials to break downAs noted on her [redacted] invoice, this vehicle has lots of rust Now that the rust is circulating through her system, and at some point in time it is going to clog the thermostat first and move onto the heater core, radiator and then possibly destroy her engineWe wish her the best that none of that happens We would refuse again, under the same circumstances, to not flush her system as we were concerned it would create damage noted above We are sorry she wasn't happy with her experience and so as a gesture of goodwill, we have refunded her the cost of her diagnostic test If that refund hasn’t already arrived, it should shortly Checks are issued out of Wilmington, DE Bob Sumerel Tire & Service puts our customers first and we don't mislead them when it comes to their repairs
[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 [redacted] and find that this resolution is satisfactory to me Regards, [redacted]
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 LIESECOND – 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 liesNow 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 mistakesAnyhow, 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 yearI 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 [redacted] 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! [redacted] 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 [redacted] was “Well, it was nice having a good customer while it lasted” – which was SO rudeAnd 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 timeFINALLY 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! - [redacted]
We agree to refund the $to our customer I will reach out to him with a full and final release and to verify where he wants the check sent We appreciate the opportunity to work with our customer and come to a mutual understanding and agreement.Sincerely, [redacted]
April 4, Mr [redacted] Marketplace Resource Consultant Revdex.com [redacted] Re: [redacted] Dear Mr [redacted] : We are in receipt of the above reference complaint regarding [redacted] and his [redacted] We have a significantly different version of the facts surrounding the service we provided to Mr [redacted] on Monday, March 28, Mr [redacted] brought his car into our Florence facility about 3:pm on Saturday, March 26th for repair to two flat tires Our store manager at that time verified with Mr [redacted] that the customer we already had in our management system was [redacted] including the address and phone number Mr [redacted] agreed that the information we had was correct On Monday, we provided our free service of inspecting our customer’s vehicle to make sure there were no other issues that needed to be addressed in addition to repairing his flat tires Upon inspection, we found that the valve cover gasket was leaking and the outer passenger side tire rod end had play that needed to be repaired Along with these repairs and alignment should be done Our mechanic called the phone number on the invoice that was verified by Mr [redacted] as the correct number for contactHe discussed the issues with Mr [redacted] and offered an estimate for the repairs He was given verbal permission for the repairs to be completed on the [redacted] The outer tie rod end was frozen to the inner tie rod and would not separate We called again and explained the issue receiving a go ahead to make the additional repair Total repairs on the car came to $ At approximately 5:p.m [redacted] came to retrieve the vehicle and engaged with our JrRegional Manager at the desk Mr [redacted] said he would not be paying for any repairs to the vehicle because he didn’t approve them We explained that the repairs were approved by Mr [redacted] at the verified phone number he gave us on Saturday He again insisted he would not pay for the repairs with rather colorful language His demeanor and language caught the attention of all workers and customers in the facility Our manager at that time informed him that we didn’t allow “language” of that type in our facility around ladies and other customers that were present He again said he wasn’t paying and would be leaving Our manager advised him to return the keys if he wasn’t going to pay for the approved repairs Again some language was leveled at us Our manager informed him that leaving the premises and not paying for any repairs, which had been approved, was “theft by deception.” He went on to explain that at no point in time will BSTS ever facilitate repairs on any vehicle, no matter the cost, without our prior approval We received prior approval for the made repairs Mr [redacted] paid for the repairs, colorful language the entire transaction, threatening us with the Revdex.com and to sue us We explained that we did exactly what we are supposed to do, we inspected the vehicle, repaired the tires, called the verified phone number with our concerns, gave the estimate to have the concerns repaired and gained approval to make the repairs We respectfully decline to refund Mr [redacted] for the approved repairs made to his [redacted] Sincerely, Anna F [redacted] Corporate Risk Manger Bob Sumerel Tire & Service, LLC Cc: Troy C**, JrRegional Manger
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.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Date of [redacted] comments / reply 4/8/Please see my response and comments in GREEN.The original complaint submissions I made is 100% accurateI'm sorry, but MsF [redacted] was not presentYour second-hand "version" of the accounts that happened that day as "indicated" are and deliberate lies to try to conceal your service shop's incompetency and more so under-handed tacticsMr [redacted] brought his car into our Florence facility about 3:pm on Saturday, March 26th for repair to two flat tiresThe agreed transaction was for the repair of two "slow leak" tires and an oil change.Our store manager at that time verified with Mr [redacted] that the customer we already had in our management system was [redacted] including the address and phone numberFirst incorrect point: I met with MrGreg L [redacted] Retail Operation CLERK, not the Store Manager He was in fact the only employee in the frontFirst your Retail Operations Clerk, tired to dismiss me as a customer, by saying that they are getting ready to closeI told him I just want to drop MY CARt off for simple tire leaks, and inquired what the price was for an oil changeHe said $for the oil change and $for the tires each)I said Ok, I can pick it up MondayHe then asked me my name while bringing his BST accounts up on the computer I said my name is [redacted] ***He said "I have a [redacted] on Appomattox, I said that's my son, you worked on his [redacted] in the past I specifically told him that this service (Contract) was for me (Mr [redacted] ***), and MY CAR a [redacted] .Mr [redacted] agreed that the information we had was correct- Total fabricationMr [redacted] at no point in time told us not to use this phone number or addressThis is again incorrect - please get at least the simple facts straight - my son and I live in the same house, we have two separate and very different vehicles and accountsHe has a ***, that this Service Center worked on a few months back - ( This was also defective work done by this BST Service Center, resulting in BST MrTroy C** replacing, at BST cost a S [redacted] Wheel, damaged from your tire installation - check your records)The phone number from my son's PAST *** service record is of no consequence, not relativeI told MrL [redacted] clearly that when he pulled up my son [redacted] 's service history, that THIS IS NOT MEI am bringing my car in today for service on MY TOYOTA for me [redacted] ***, not my son, who should have had zero interaction in this transactionHe was never a party to this transactionHe told us it was fine to use the information we had and did not tell us to speak only with him Total fabrication , lieIf he had done so, we would have created a new customer ticket under his name, address and phone numberThis is exactly what you should have done ,but did notAs I mentioned above, MrL [redacted] seemed much more concerned in shooing customs away since it was close to his closing time, than taking care of a customer in a professional mannerIf you (BST) has simply created a new customer ticket, then we wouldn't be having this conversation now, and I wouldn't be out $in deceptive practice chargesHow can your employee bring up a previous service record for a ***, and then proceed to conduct work on a [redacted] ? This speaks volumes to your adherence to your BST policies, or you are just plain conducting a scamEither way, you are in the wrong and making things much worse by not "coming clean".On Monday, we provided our free service of inspecting our customer’s vehicle to make sure there were no other issues that needed to be addressed in addition to repairing his flat tires Upon inspection, we found that the valve cover gasket was leaking and the outer passenger side tire rod end had play that needed to be repaired Along with these repairs and alignment should be doneThis year old car has been in my family since newIt has NEVER dripped one drop of oil in my driveway, you can come inspect itThis appears to be just a method to pad your invoiceThis cannot be an accepted practice within your industry - damaging customers financially with un-needed repairsI think this tactic has been shown many times by such shows as [redacted] , and [redacted] Examples, ***, ***Should Bob Summered Tire be added to this infamous list? Should I share my BST experience with our neighborhood/local press and TV?Our mechanic called the phone number on the invoice that was verified by Mr [redacted] as the correct number for contactTotal fabrication, perhaps we should bring MrGreg L [redacted] before a judge, or Small Claims Court and let him express this statement again, under oath.He discussed the issues with Mr [redacted] and offered an estimate for the repairsThis too, is a lie, MrC** told me the day that I picked the car up, that is was MrN [redacted] that called my son, He pointed at MrN [redacted] and said "didn't you call?"This He was given verbal permission for the repairs to be completed on the [redacted] My son has absolutely no role in this transaction and contract for serviceThe fact that you brought up the wrong account and then called him is not relevantAgain, If MrL [redacted] has taken the effort to write up a "new custom ticket" then we wouldn't be here today...The outer tie rod end was frozen to the inner tie rod and would not separateThe fact that you chose to repair certain items is not my issue, YOU DID NOT TALK TO ME - the customer about ANY repairs beyond the two "slow leak" tires, and elected oil changeA car with 245,ooo miles has a lot of little issues that would be required to make it perfect, why did you stop at a valve gasket and tie-rods? It must have been close to quitting time againWe called again and explained the issue receiving a go ahead to make the additional repairIrrelevant- you did not speak with THE CUSTOMER and party to the contractDo you guys have an attorney, do you understand contact law? Total repairs on the car came to $Total authorized charges $91.97At approximately 5:p.m [redacted] came to retrieve the vehicle and engaged with our JrRegional Manager at the desk Mr [redacted] said he would not be paying for any repairs to the vehicle because he didn’t approve themCorrect We explained that the repairs were approved by Mr [redacted] at the verified phone number he gave us on Saturday Total blatant lie, this did not happen, everHe again insisted he would not pay for the repairs with rather colorful language His demeanor and language caught the attention of all workers and customers in the facility Our manager at that time informed him that we didn’t allow “language” of that type in our facility around ladies and other customers that were present He again said he wasn’t paying and would be leaving Our manager advised him to return the keys if he wasn’t going to pay for the approved repairs Again some language was leveled at us Our manager informed him that leaving the premises and not paying for any repairs, which had been approved, was “theft by deception.” He went on to explain that at no point in time will BSTS ever facilitate repairs on any vehicle, no matter the cost, without our prior approvalYou did not have nor obtain approval by THE CUSTOMER, it's that simpleI will comment that when MrC [redacted] reached over the counter to grab the keys from my hands, this also caught the attention of the customersIs this an endorsed behavior by Bob Sumeral Tire and AAA, to have their employee, no less, the Service Center's Management initiate a physical encounter with customers?We received prior approval for the made repairs NO, you never spoke with THE CUSTOMERMr [redacted] paid for the repairs, colorful language the entire transaction, threatening us with the Revdex.com and to sue usI was "called out", like a thief in the midst of your custom base, that "I would be conducting Theft By Deception" if I left with my carI made the payment under duress.Don't you have an office to discuss potential private escalations with customers? This was again, very embarrassing for meIs this BST business philosophy to threaten and intimidate your customers? We explained that we did exactly what we are supposed to do, we inspected the vehicle, repaired the tires, called the verified phone number with our concerns, gave the estimate to have the concerns repaired and gained approval to make the repairsNo, there was no verification that you should call my year old son to ask him about car repairs that he was totally unaware of, this is devious and an unlawful actionTo address the Regards, [redacted] ***
dear mr [redacted] in response to mr [redacted] 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 [redacted] ***we clarified fully the name, address and phone number in our system as mr [redacted] and it was accepted by mr [redacted] *** mrL [redacted] , retail office clerk for bob sumerel tire and service, did his job perfectlyhe engaged the customer, gathered customer information (that was approved by mr [redacted] ***) and produced a workorder for the technicians to facility repairsI would also like to mention that mr [redacted] stated that mrL [redacted] was trying to "shoo" (his word not ours) him (mr [redacted] ***) 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 [redacted] 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 [redacted] was given a clear and accurate estimate of the repairs and without hesitation gave approval for them to be completedAt no point and time did mr [redacted] *** ask for a representative of bob sumerel tire and service to call mr [redacted] *** to inform him of the repairshad mr [redacted] *** in any way asked for the repairs to be explained to mr [redacted] 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 [redacted] and explain fully the repairs that were needed had mr [redacted] 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 [redacted] ***, then mr [redacted] 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 [redacted] for the approved repairs made to his [redacted] sincerely, anna f [redacted] corporate risk manager bob sumerel tire & service llc cc:troy c**, jrregional manager
Mr [redacted] dropped his truck off for a grinding noise in the front wheels we inspected the truck and the tech discovered the left frt wheel bearing to be extremly loose also the upper control arm & ball joint to be just as worn , both are a safety issue We contacted Mr [redacted] with the est of repairs and he approved the repair He asked if this would make the abs light go out and he was told there is a good chance it would, however, it's not guaranteed, this is where we have to startWhen he was told the problem would need further diagnostic and that the problem appeared to be in the abs module he said he did not want to spend any more money on this truck due to the age and the high mileageHe has not contacted the store for any further assistance in this matter.The parts that were a safety issue were replaced We are sorry that he is unhappy However, he approved the work on the safety issue, was advised we couldn't guarantee it would make the ABS light and when the light remained on, refused further diagnostic or any other work on his vehicle due to the age and mileage I will forward the invoice to the Revdex.com under separate as I can't get it to attach to this response We will not be refunding him for the work he approved to fix his safety issue
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 In deference to AAA's last response I again would ask, if the vehicle was low on coolant as they claim then why did they not mention that there could be additional problems if moving forward as Ben wants to rely on? Again the vehicle has been properly maintained at professional shopsI personally checked and verified that the coolant in the radiator and over-flow bottle were at the right levelsAnd one more time, the hoses were in good shape as attested to by [redacted] *** and [redacted] So I once again question AAA as to why they want to point out that the hoses were originalThey have never addressed what Ben told me that fateful day I called to asked when the van would be readyHe said to me (paraphrased but accurate) "We put the part on and turned on the vanWe kept putting in coolant thinking there was an air pocket in the system until we knew the head was blown".And again I offer my phone records to Revdex.com to verify that no call, voicemail or text ever came to me from Ben or AAAI distinctly remember going over my cell phone number with Ben when I dropped the van off to make sure he had it and it was correctHe didAt this point I have had the van towed homeI hope to make this complaint available to other consumers that are thinking of taking their vehicle to Bob Sumerel Tires owned by AAAThey are unresponsiveUnprofessional and completely indifferent to their company failuresTheir actions or better said, inaction are indicative of a company not wanting to face up to their mistakesI will be happy to address this in small claims court Regards, [redacted]
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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] I will never use them again and advise all I know beware of these crooks!
We will agree to tha We will agree that the customer and BSTS dis-agree on this incident We have reimbursed her and she should receive the refund shortly as it comes out of Wilmington, Delaware
RE: Alleged damage Newport Sumerel Dear ***: We have again reviewed the picture you sent us that shows a dent on your vehicle with red paint transferWhile it is apparent something hit your door, it was not done by any employee of Bob Sumerel Tire & Service, LLCOur Newport store manager took you to our garage and showed you the car rack or lift that was used to service your vehicleIn fact, you saw all our liftsHe showed you how it was impossible for your truck to be damaged by the lift in the area of your dentAt that time, you acknowledged that you understood the ding could not have happened via the liftWhen we spoke, you told me that you understood that lift was not the cause of the damage but what about other items in our garage, specifically the floor jacksWe have two floor jacks at our Newport locationOne is green and silver with the other one being white and blackNeither one of our floor jacks were the cause of the ding with red paint transfer to your vehicleWe have nothing else in our facility that is mobile and red in natureIt appears to us that the ding to your truck is something that is commonly called a door dingThis is what happens when another vehicle opens a door too close to your vehicle and striking itWhen and where this happened to your truck, we do not knowWho opened their door into your truck, we also don't knowWe respectfully deny liability for the door ding to your truck for the reasons stated aboveIf you have any further questions, please do not hesitate to give us a callSincerely, [redacted] Corporate Risk ManagerRevdex.com [redacted] ** *** Dear [redacted] :Thank you for using your Revdex.com as a resource to resolving your complaint ID [redacted] submitted on 9/10/12:00:AM against Bob Sumerel Tire & Service Co LLCSince you have accepted Bob Sumerel Tire & Service Co LLC’s response, ("emailed [redacted] and let him know we would do the 66% of his estimate Today, I am emailing him a full and final release and ordering the check from our accounting department I asked him to verify his mailing address and he did so by email late last night.") we are closing this complaintIf you and Bob Sumerel Tire & Service Co LLC have reached an agreement and compliance is set for a future date, we trust they will follow throughIf this does not happen, contact us and we will review the complaint and proceed accordingly.Your complaint is now part of the Revdex.com Business Review and details will be posted on Revdex.com.org, if it meets our online standardsWe encourage you to stay in touch with Revdex.com for great tips and information with our consumer e-newsletter or find a business you can trust with our Request A Quote serviceRegards, [redacted] [redacted] [redacted] [redacted] [redacted]
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.It has been a significant amount of time since the complaint was made, which shows a lack of respect by refusing to comment for such an extended period of time and then using their tardiness as an excuse to not reimburse Their response is completely inaccurate to my encounter with their company and employees At this point I have found a new car maintenance company and will never use their service again My opinion that they are an untrustworthy operation still stands Regards, [redacted]
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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***---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 [redacted] 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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
Customer came in for no heatVehicle was low on coolant, We filled it with coolant and let it run It was bubbling out the radiator while the vehicle was running That is a typical sign of a blown head gasket We performed a head gasket test and it came back as a problem and/or bad head gasketCustomer wanted us to flush the cooling system We told her we were not comfortable in flushing, due to the age and condition of her cooling system as it could create a bigger issue for her She was upset over that and advised us that [redacted] would do it We told her that if they wanted to take that responsibility that was their choice but we were not going to flush her cooling system Our tech spent over an hour checking vehicle over and we only charged her the diagnostic fee for the time we spent As a gesture of goodwill, we are refunding her $Anna F [redacted] Corporate Risk MangerBob Sumerel Tire & Service, LLC
In response to this customers complaint, you need the correct storyThe customer broke of lugs on the right front wheel and the wheel we removed was the left frontThe reason the left front wheel was removed is because the correct procedure when installing new wheels is to test fitt to the vehicle before mounting new tires on the new wheelsThis is required by the wheel suppliers because after the wheel has had a tire mounted on it the wheel is NOT returnable if the fittment to the vehicle is incorrectWe sell hundreds of wheels every year and deal with several wheel suppliers and they all require the same thingThe problem with not being able to do the installation of the wheels was the wheels were so wide the tire after mounting them on the wheel it would not inflate due to the wheel being so wideWe spent over an hour working on this and never could get the tire close to sealing to infalteThe customer states it the best HE broke the lugs on a wheel we never touched to loosen or tighten the lugs he brokeThe customer did come in and told us how he could not get them off and how he broke them, by using the lug key (spline drive lug nuts long style) and the putting a four way lug wrench on the key and standing on itThis would use leverage in a downward or side ways motion instead of a straight turnning motion We told him we would be glad to see if we could help him and his girl friend said she would only let us work on it if she could stand beside us to overseeWe told her that is a safety problem but see could wait in the waiting room but it could take a better part of the day, we also explained we had NOTHING to do with the lugs that they broke as we never touched that wheel The problem he has with trying to drill the lugs out and the damage he has done to the wheel and so on makes me wonder if he is certified to be doing this workThe fact the way he broke the lugs by not using the proper technic to remove the lugs and then breaking six of the eight before taking to someone to see if they could get them off without breaking them makes me wonderThe customer complained last week and we have called the number on the repair order we had for her times and she has never responded since the middle of last week (week of 6/1) and the last call was Tuesday 6/The fact is the customer brought the vehicle to us with wheels and tires she had purchased somewhere else and we followed the proper procedure and the fact that the wheel was to wide to inflate the tire is out of our control along with the lugs we never touched in any wayWe feel bad for the problem the customer is having and offered to see if we could help, but we did not have anything to do with the cause or effect of the problem they haveThis is a customer that is trying to get us to fix a problem we have no part ofThis would not even been discussed if we had anything to do with this, we would of fixed without questionWe would like to help any customer with any problem but we cannot be responsible for every problem that someone has with a vehicleWe always take care of our problems and a lot that we are not responsible for if we help the customer outTHe last thing is the girl friend came by to see if the truck was ready while we were still trying to inflate the tireShe had to see the left front wheel was still off and the other three were still on the truck as she look at the truckSo I would wonder what would make here think we would have taken any of the others off and put back on while we were still trying to inflate new tire we planned on putting on the left front., so if she is honest and was paying attention she would know that the left front was removed and not the right front.So the bottom line is this is a problem we had no hand in and was caused by someone else by over tightening the lugs or the customer doing the wrong procedure when removing the lug nutsThen he has further complicated the problem by trying to repair it himself
I have not been in yet today, because I work M-F hours I will be in this evening around 5:30pm I have already paid for the new spark plugs at KIA, which cost me MORE THAN the ones purchased from Bob Sumerel I expect a full refund for the spark plug service I received in June 2016, which was approx$ I will bring in invoices from both servicesThank you
They never gave me a solutionThe situation is terrible because it's their word vsmineI got all the wheels off besides one wheel and they happened to take one wheel offThe only thing that adds up is that they were in a rush or the guy didn't know what he was doing (highly likely) over torqued my lug nuts and when I went to take them off they snappedI can't believe they won't own up to it, maybe because it involves a lot of work and that would be a lot of free labor
We don't believe any further response will resolve this issue BSTS was open and above board with this customer as we are with all our customers We wish her well in the future
We are happy [redacted] found her issue and repaired it for her With flushing her system, there is now metal in the system and we were afraid of that happening This will cause other materials to break downAs noted on her [redacted] invoice, this vehicle has lots of rust Now that the rust is circulating through her system, and at some point in time it is going to clog the thermostat first and move onto the heater core, radiator and then possibly destroy her engineWe wish her the best that none of that happens We would refuse again, under the same circumstances, to not flush her system as we were concerned it would create damage noted above We are sorry she wasn't happy with her experience and so as a gesture of goodwill, we have refunded her the cost of her diagnostic test If that refund hasn’t already arrived, it should shortly Checks are issued out of Wilmington, DE Bob Sumerel Tire & Service puts our customers first and we don't mislead them when it comes to their repairs
[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 [redacted] and find that this resolution is satisfactory to me Regards, [redacted]
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 LIESECOND – 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 liesNow 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 mistakesAnyhow, 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 yearI 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 [redacted] 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! [redacted] 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 [redacted] was “Well, it was nice having a good customer while it lasted” – which was SO rudeAnd 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 timeFINALLY 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! - [redacted]
We agree to refund the $to our customer I will reach out to him with a full and final release and to verify where he wants the check sent We appreciate the opportunity to work with our customer and come to a mutual understanding and agreement.Sincerely, [redacted]
April 4, Mr [redacted] Marketplace Resource Consultant Revdex.com [redacted] Re: [redacted] Dear Mr [redacted] : We are in receipt of the above reference complaint regarding [redacted] and his [redacted] We have a significantly different version of the facts surrounding the service we provided to Mr [redacted] on Monday, March 28, Mr [redacted] brought his car into our Florence facility about 3:pm on Saturday, March 26th for repair to two flat tires Our store manager at that time verified with Mr [redacted] that the customer we already had in our management system was [redacted] including the address and phone number Mr [redacted] agreed that the information we had was correct On Monday, we provided our free service of inspecting our customer’s vehicle to make sure there were no other issues that needed to be addressed in addition to repairing his flat tires Upon inspection, we found that the valve cover gasket was leaking and the outer passenger side tire rod end had play that needed to be repaired Along with these repairs and alignment should be done Our mechanic called the phone number on the invoice that was verified by Mr [redacted] as the correct number for contactHe discussed the issues with Mr [redacted] and offered an estimate for the repairs He was given verbal permission for the repairs to be completed on the [redacted] The outer tie rod end was frozen to the inner tie rod and would not separate We called again and explained the issue receiving a go ahead to make the additional repair Total repairs on the car came to $ At approximately 5:p.m [redacted] came to retrieve the vehicle and engaged with our JrRegional Manager at the desk Mr [redacted] said he would not be paying for any repairs to the vehicle because he didn’t approve them We explained that the repairs were approved by Mr [redacted] at the verified phone number he gave us on Saturday He again insisted he would not pay for the repairs with rather colorful language His demeanor and language caught the attention of all workers and customers in the facility Our manager at that time informed him that we didn’t allow “language” of that type in our facility around ladies and other customers that were present He again said he wasn’t paying and would be leaving Our manager advised him to return the keys if he wasn’t going to pay for the approved repairs Again some language was leveled at us Our manager informed him that leaving the premises and not paying for any repairs, which had been approved, was “theft by deception.” He went on to explain that at no point in time will BSTS ever facilitate repairs on any vehicle, no matter the cost, without our prior approval We received prior approval for the made repairs Mr [redacted] paid for the repairs, colorful language the entire transaction, threatening us with the Revdex.com and to sue us We explained that we did exactly what we are supposed to do, we inspected the vehicle, repaired the tires, called the verified phone number with our concerns, gave the estimate to have the concerns repaired and gained approval to make the repairs We respectfully decline to refund Mr [redacted] for the approved repairs made to his [redacted] Sincerely, Anna F [redacted] Corporate Risk Manger Bob Sumerel Tire & Service, LLC Cc: Troy C**, JrRegional Manger
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.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Date of [redacted] comments / reply 4/8/Please see my response and comments in GREEN.The original complaint submissions I made is 100% accurateI'm sorry, but MsF [redacted] was not presentYour second-hand "version" of the accounts that happened that day as "indicated" are and deliberate lies to try to conceal your service shop's incompetency and more so under-handed tacticsMr [redacted] brought his car into our Florence facility about 3:pm on Saturday, March 26th for repair to two flat tiresThe agreed transaction was for the repair of two "slow leak" tires and an oil change.Our store manager at that time verified with Mr [redacted] that the customer we already had in our management system was [redacted] including the address and phone numberFirst incorrect point: I met with MrGreg L [redacted] Retail Operation CLERK, not the Store Manager He was in fact the only employee in the frontFirst your Retail Operations Clerk, tired to dismiss me as a customer, by saying that they are getting ready to closeI told him I just want to drop MY CARt off for simple tire leaks, and inquired what the price was for an oil changeHe said $for the oil change and $for the tires each)I said Ok, I can pick it up MondayHe then asked me my name while bringing his BST accounts up on the computer I said my name is [redacted] ***He said "I have a [redacted] on Appomattox, I said that's my son, you worked on his [redacted] in the past I specifically told him that this service (Contract) was for me (Mr [redacted] ***), and MY CAR a [redacted] .Mr [redacted] agreed that the information we had was correct- Total fabricationMr [redacted] at no point in time told us not to use this phone number or addressThis is again incorrect - please get at least the simple facts straight - my son and I live in the same house, we have two separate and very different vehicles and accountsHe has a ***, that this Service Center worked on a few months back - ( This was also defective work done by this BST Service Center, resulting in BST MrTroy C** replacing, at BST cost a S [redacted] Wheel, damaged from your tire installation - check your records)The phone number from my son's PAST *** service record is of no consequence, not relativeI told MrL [redacted] clearly that when he pulled up my son [redacted] 's service history, that THIS IS NOT MEI am bringing my car in today for service on MY TOYOTA for me [redacted] ***, not my son, who should have had zero interaction in this transactionHe was never a party to this transactionHe told us it was fine to use the information we had and did not tell us to speak only with him Total fabrication , lieIf he had done so, we would have created a new customer ticket under his name, address and phone numberThis is exactly what you should have done ,but did notAs I mentioned above, MrL [redacted] seemed much more concerned in shooing customs away since it was close to his closing time, than taking care of a customer in a professional mannerIf you (BST) has simply created a new customer ticket, then we wouldn't be having this conversation now, and I wouldn't be out $in deceptive practice chargesHow can your employee bring up a previous service record for a ***, and then proceed to conduct work on a [redacted] ? This speaks volumes to your adherence to your BST policies, or you are just plain conducting a scamEither way, you are in the wrong and making things much worse by not "coming clean".On Monday, we provided our free service of inspecting our customer’s vehicle to make sure there were no other issues that needed to be addressed in addition to repairing his flat tires Upon inspection, we found that the valve cover gasket was leaking and the outer passenger side tire rod end had play that needed to be repaired Along with these repairs and alignment should be doneThis year old car has been in my family since newIt has NEVER dripped one drop of oil in my driveway, you can come inspect itThis appears to be just a method to pad your invoiceThis cannot be an accepted practice within your industry - damaging customers financially with un-needed repairsI think this tactic has been shown many times by such shows as [redacted] , and [redacted] Examples, ***, ***Should Bob Summered Tire be added to this infamous list? Should I share my BST experience with our neighborhood/local press and TV?Our mechanic called the phone number on the invoice that was verified by Mr [redacted] as the correct number for contactTotal fabrication, perhaps we should bring MrGreg L [redacted] before a judge, or Small Claims Court and let him express this statement again, under oath.He discussed the issues with Mr [redacted] and offered an estimate for the repairsThis too, is a lie, MrC** told me the day that I picked the car up, that is was MrN [redacted] that called my son, He pointed at MrN [redacted] and said "didn't you call?"This He was given verbal permission for the repairs to be completed on the [redacted] My son has absolutely no role in this transaction and contract for serviceThe fact that you brought up the wrong account and then called him is not relevantAgain, If MrL [redacted] has taken the effort to write up a "new custom ticket" then we wouldn't be here today...The outer tie rod end was frozen to the inner tie rod and would not separateThe fact that you chose to repair certain items is not my issue, YOU DID NOT TALK TO ME - the customer about ANY repairs beyond the two "slow leak" tires, and elected oil changeA car with 245,ooo miles has a lot of little issues that would be required to make it perfect, why did you stop at a valve gasket and tie-rods? It must have been close to quitting time againWe called again and explained the issue receiving a go ahead to make the additional repairIrrelevant- you did not speak with THE CUSTOMER and party to the contractDo you guys have an attorney, do you understand contact law? Total repairs on the car came to $Total authorized charges $91.97At approximately 5:p.m [redacted] came to retrieve the vehicle and engaged with our JrRegional Manager at the desk Mr [redacted] said he would not be paying for any repairs to the vehicle because he didn’t approve themCorrect We explained that the repairs were approved by Mr [redacted] at the verified phone number he gave us on Saturday Total blatant lie, this did not happen, everHe again insisted he would not pay for the repairs with rather colorful language His demeanor and language caught the attention of all workers and customers in the facility Our manager at that time informed him that we didn’t allow “language” of that type in our facility around ladies and other customers that were present He again said he wasn’t paying and would be leaving Our manager advised him to return the keys if he wasn’t going to pay for the approved repairs Again some language was leveled at us Our manager informed him that leaving the premises and not paying for any repairs, which had been approved, was “theft by deception.” He went on to explain that at no point in time will BSTS ever facilitate repairs on any vehicle, no matter the cost, without our prior approvalYou did not have nor obtain approval by THE CUSTOMER, it's that simpleI will comment that when MrC [redacted] reached over the counter to grab the keys from my hands, this also caught the attention of the customersIs this an endorsed behavior by Bob Sumeral Tire and AAA, to have their employee, no less, the Service Center's Management initiate a physical encounter with customers?We received prior approval for the made repairs NO, you never spoke with THE CUSTOMERMr [redacted] paid for the repairs, colorful language the entire transaction, threatening us with the Revdex.com and to sue usI was "called out", like a thief in the midst of your custom base, that "I would be conducting Theft By Deception" if I left with my carI made the payment under duress.Don't you have an office to discuss potential private escalations with customers? This was again, very embarrassing for meIs this BST business philosophy to threaten and intimidate your customers? We explained that we did exactly what we are supposed to do, we inspected the vehicle, repaired the tires, called the verified phone number with our concerns, gave the estimate to have the concerns repaired and gained approval to make the repairsNo, there was no verification that you should call my year old son to ask him about car repairs that he was totally unaware of, this is devious and an unlawful actionTo address the Regards, [redacted] ***
dear mr [redacted] in response to mr [redacted] 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 [redacted] ***we clarified fully the name, address and phone number in our system as mr [redacted] and it was accepted by mr [redacted] *** mrL [redacted] , retail office clerk for bob sumerel tire and service, did his job perfectlyhe engaged the customer, gathered customer information (that was approved by mr [redacted] ***) and produced a workorder for the technicians to facility repairsI would also like to mention that mr [redacted] stated that mrL [redacted] was trying to "shoo" (his word not ours) him (mr [redacted] ***) 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 [redacted] 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 [redacted] was given a clear and accurate estimate of the repairs and without hesitation gave approval for them to be completedAt no point and time did mr [redacted] *** ask for a representative of bob sumerel tire and service to call mr [redacted] *** to inform him of the repairshad mr [redacted] *** in any way asked for the repairs to be explained to mr [redacted] 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 [redacted] and explain fully the repairs that were needed had mr [redacted] 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 [redacted] ***, then mr [redacted] 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 [redacted] for the approved repairs made to his [redacted] sincerely, anna f [redacted] corporate risk manager bob sumerel tire & service llc cc:troy c**, jrregional manager