I had not received any confirmation from my credit card that a final decision had made on the refund - last I had gotten from them on the matter was that it was reversed and I had mailed in a copy of the other company work on my vehicle proving that I had not received what I should have from Bob SomerelI still feel it is poor practice on AAA and Bob Sumerel's part to allow me to cash a cancelled check and get a $penalty on my accountIt would have been less frustrating if you had called me to let me know the check was being cancelled and why! I just called my credit card company and the CS rep stated that the reversal was cancelled and that the credit will now be permanent - I am still waiting on getting this in writing however and I am not really comfortable until I do - particularly with how shady Bob Sumerel/AAA has been about EVERYTHINGAnd just FYI - my original contesting with my card was not including the muffler portion - maybe if your company had not been so disgustingly immoral and allowed the FIRST contested charges to go through - EVERYONE would have been happier in the endBut hey - you owed me that anyway after the $charge you caused me on my bank accountI will NEVER use your company EVER again and I warn others about you people as wellWhole operation makes me sickAnd you have truly earned the mark on your Revdex.com reputationAbove and beyond earned itYour company has stressed me out beyond belief for months now and I will be happy to be rid of the hassle from you
Dear Revdex.com: We serviced [redacted] PT Cruiser on 1/7/ She had several issues I have attached the work order from that date We found her radiator to be leaking and drive belts crackedWe found an issue with her front wheel bearings and advised that they will need to be replaced at some point in the future We explained the issues to her and she told us to replace the radiator and belts as well as perform the tune-up Her check engine light throws the code P PChrysler code points to the RAM memory of the ECM to write and rewrite data while operating Our service technician did not properly explain to her that this is an internal control failure of one or more of any of the components She did not request that we keep her parts and as to our business practices, they were disposed of a day or two after her service PT Cruiser’s have a 6-year life on these parts We are willing to refund, as a gesture of good will, the $MsKent is requesting for the radiator and hoses with a full and final release
I responded on the Revdex.com site for this incident but couldn’t attach the picture that shows we used the right type spark plug. That is the plug we put into her car this summer and that she returned to us for a refund saying it was the wrong plug. She kept the plug, we just took a picture of it while she was there and explained to her that it is indeed the correct type plug something else is causing her issues. As you saw by her response, that didn’t go so well, but it is the right plug, just a different brand. *** ***Corporate Risk Manager*** *** *** ***
After contacting the company about an issue with my air conditioner not being fixed properlyI was finally told I would receive a refund in the mailI got the check and I deposited it in my bank account - ONLY TO HAVE IT BOUNCE AND BE CHARGED ANOTHER $IN ADDITION TO WHAT THE COMPANY HAS ALREADY TAKEN FROM ME! The check was from AAA services as part of Bob Sumerel in the amount of $and deposited on June 2ndOn June 7th a "return of deposit" deduction for the $occurred showing the check bounced and was removed from my account and then I was charged on June 8th a fee of $because of this! I do NOT appreciate the HORRIBLE service and I would like a REAL and GOOD refund in the form of a MONEY ORDER! that will NOT bounce in the amount of $to cover the fee you additionally cost me in addition to what you promised to refund!!!! It is absolutely DISGUSTING that you do business this way!!!
The customer came in with a noise complaint. We replaced with his approval parts that were known worn. We have to fix what is known to be broken or worn first. We advised him we would start here. The noise went away for several days. He came back with noise again, we address another issue (torgue struts) that could be the issue, at no charge in parts or labor to our customer. This was a good faith effort on our part to help our customer.We are willing to provide him with a rental car if he brings the vehicle back to one of our BSTS locations, while we try to find the cause of his noise. We can't guarantee that the cause can be found if we can't re-create the noise he is hearing. However, if he will arrange to bring his vehicle back to the BSTS of his choice, we will have our year ASE certified master mechanic meet him at that location and work with him on the noise. We are sorry he is still having a noise issue and look forward to hearing from the customer and working with him to try and resolve his noise issue.***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
I don't feel this company deserves to have a "resolved" issue on their account and the negative feelings remain - as this company lied to me over and over again - and was super shadyI did get the refund on my card - but as far as being treated with respect and dignity - the company falls WAY short of the markFAR BELOWI will continue to warn others about my POOR experienceAnd and glad this is over with (or at least hope it is - once I get in writing from my card the refund is permanent - if for any reason that does not go through I will take further action as necessary)
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we
trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
***THIS HAS NOT BEEN RESOLVED*** I took my vehicle to Bob Sumerel (Newport Location) for a tune up where I had the air filter replaced, the cabin air filter replaced, the emissions system checks, the ignition system checked, and the spark plugs replacedI then took my vehicle to *** *** for service due to the engine having a hard knock and what felt like a jerking feeling while drivingThere service department inspected the vehicle and stated that the spark plugs were mis-firing and stated they would need replaced, as well as a engine system cleanI told them that I just recently had the spark plugs replaced, and didn't know why they would need replaced againThe service manager there stated that Bob Sumerel had replaced my spark plugs with after market plugs that did not contain the needed iridium tips for this type of vehicleI promptly called Bob Sumerel in Newport and spoke with the manager, ***, who at first told me he could not find my invoice and that I had never had any service completed there(He treated me as though I was an it and had called the wrong business)I then got of the phone, obtained my information for proof that I did in fact have a tune up and repairs completed thereThis is when he stated he had found my invoice*** claims to have used to correct plugs needed for the vehicle and was adamant that there were "other underlying issues" with my car and that the spark plugs were not one of themI went ahead and has *** *** completed the spark plug repair and paid for thisI want my money back from Bob Sumerel as they used the WRONG parts needed for my vehicleI have photos and the parts in possession if need be--I went in yesterday (Monday Dec 5) to talk to ***He looked at the spark plugs, and stated now that it was another "internal issue"I have done my research on the use of After Market spark plugs, and they are clearly NOT the quality of OEM spark plugsI even called *** the day my vehicle was at the dealership being repaired, all opportunity to call and speak with my service managerHE REFUSEDI then told him I would be having the spark plugs replaced, since he refused to even speak about the issues, and that I wanted a refund for my services at Bob SumerelI have been a AAA Customer for years! I used this business because AAA has taken great care of me and my family over the years, yet you cant refund a service you provided using AFTER MARKET parts, that caused carbon build up on my throttle bodyAnd now *** refuses to issue a refund and instead blames the issue on other things wrong with the vehicle. I am still seeking a full refund
I have attached a rather lengthy response in Word doc format and attached of the emails in text formatI have two other emails that are not attached due to the limitations of attachmentsAll emails can be sent in their original format if you would like.Thank you for taking the time to review my attached response.Sincerely,*** ***Cell: ***eMail: ***
We can't speak back to 2014. The store manager at that time is no longer our employee, howeveron the most current part of her complaint, our regional manager dealt with her husband. We did not deal with her. The car was brought in because the brakes were wearing out. The root
cause of the wear is due to the passenger front bearing, which is bad. We explained that to her husband who asked us just to replace the brakes under the warranty and not worry about the bearing, he would fix that himself. We told in we couldn't warranty the brakes if the cause of the wear was the bearing and he understood our position. We did offer a discount to fix the bearing and he refused, he said he would fix the bearing himself and then return to us for the brakes. We told him we would honor the warranty them at that time Bob Sumerel strives to provide quality service to our customers. It concerns us that our member is upset and unhappy with the information we have provided . Our warranty does not extend to consequential damage nor does it apply to any performance failure due to such causes as fire, theft, road damage, collision or any negligent or willful abuse. We are still open to fixing the brakes and providing the warranty if and when he brings his vehicle back after the bearing is fixed
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
I remember that that I was told the car would be fixed for price stated and put back in working orderI remember all the important points very clearlyI have no faith in the manager who told me unacceptable thingsThe car was not fixed the price charged was nutsEverything I heard from them made no senseIt should not take three days to flush a radiatorI think they are joke and need to talk to someone at the cooperation that will listen
We apologize for the delay. A check has been ordered issued to our customer. Our checks come out of Wilmington, DE. He should receive in the next 7-business day. Anna FCorporate Risk Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
NGK is NOT an upgrade from the factory plugs Denso, that my dealership put inI can get a written statement from my dealerships service manager stating that these were the DIRECT cause of the carbon build upThis is not an appropriate response to my claimI have submitted all of the documents stating these are not the correct plugsI want a refund for my services provided at Bob Sumerel Tires.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
First, I WAS told by their mechanic on 08/20/(my second Attempt at having this fixed)that he had checked the Chevrolet Technical Service Bulletin and thought it was a sub-frame issue and was likely not reparableAlso, the only test drive I went on was on that Saturday the 20th, the car was not test driven on the 15th as the business stated in their responseThis company has made statements to the Revdex.com.Second, I have given them three chances to repair the car; there will not be a fourthIn the business response there is no apology offered nor is there any offer to provide me with reasonable accommodation regarding a rental car even if I was willing to let them work on the car againFinally, I would like to see proof that all of the parts they replaced were badIf they had checked the dealer TSB before attempting to diagnose the problem I would likely not be out $Their negligence is at the root of this issue; the torque struts are sold in a pair and can be purchased for approximately $They had the car for five days on their third attempt and the couple of hours of labor should have never taken that longI am requesting some reasonable financial compensation due to their negligence and the expense I have incurred throughout this processThank you,*** ***
The BSTS regional manager over the location in this complaint has reached out and talked with the customer. The type of behavior that the customer describes is not acceptable. The employee in question will be handled internally. Our regional manager and the customer have agreed on
an acceptable remittance for this incident. We are truly sorry for the actions of our employee and hope that the customer will continue to come to us for his automotive needs.*** ***Corporate Risk Manager
Ms*** brought her Toyota Yaris in for tires and a complaint of her vehicle driving rough months ago on 8/10/15. She needed new tires and a drive belt. Our FtWright store quoted her the Cooper SL84T at $each. Total of tires would have been $499.96, less her
AAA discount of $for a total of $tire charges without any extended coverages such as road hazard. She declined that model and went with our entry level Cooper tire at $each, plus the belt and labor, less her AAA discount for a total of $527.76.We believe she may be misunderstanding, since months have passed, that the $was the total for all tires. We respectfully will not be refunding her any money for the tires she purchased on August 10, 2015.As for the detached sensor, we have no record of her bringing her car back to us for this in August or since. It's highly unlikely that her sensor was detached during the belt or tire change in August. We can't tell you why a Toyota certified mechanic would have told her it was something BSTS caused when she took it to him in the past few days. Several months have passed since we changed the belt and tires on her vehicle.Thank you for bringing this to our attention. *** ***Corporate Risk ManagerBob Sumerel Tire & Service, LLC
Our Newport BSTS location worked on this vehicle. Customer came in on 8/complaining of a noise when backing up and turning. The mechanic found that the lower control arm bushings were completely destroyed and the control arms were resting on the sub-frame. The steering and
suspension was also checked and found the front wheel bearings to have considerable play in them. The store manager called the customer and spoke with him about these issues and that we should "start" with replacing those badly worn parts because of their condition. That these probably were the cause of the noise but we couldn't tell for sure until the parts were replaced. He agreed to having the work done and the *** of $1,376.47. Car was test driven, noise was gone. Customer received car. On 8/15, he called complaining the noise was back. He brought it in, test drive couldn't reproduce the noise and he left. On 8/he was back with a noise complaint. We researched the TSB (Technical Service Bulletins from the Dealer) and found a bulletin that said the torgue struts have been found to make noise. We replaced these struts, with no charge to the customer. We absorbed the cost of the struts and the several hours of labor to replace as a good will gesture for our customer. At no time, did we tell him this was probably a subframe issue an non-repairable.
The customer had worn out bushings, bearings etc., which he agreed to have replaced. He still has those parts in his vehicle. We will be happy to work with this customer on a resolution but are not willing to refund the $1,for worn out part replacement that he initially approved. If he doesn't want to return to our Newport BSTS location, we will work with him at any of our other stores. In Campbell County, there is a BSTS in Alexandria. We have a Fort Wright and Florence location in Kentucky also. I can supply the store managers name and number to whichever location he wishes to use. Our intent is to work with him to see if we can find the exact issue that is causing the sometime noise. If it is something that BSTS caused, we will correct at no charge. If it is something other, we will work with him on the issue. BSTS has already shown good faith when they replaced the torgue struts at no charge due to the TSB bulleting saying they were a known cause for noise. If the customer would like to speak with me regarding a visit, my direct dial is ***
*** ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me We thank the time taken to respond to this unfortunate situationWe aren't the type to complain which is why we felt under the circumstances this warranted a complaint.
Regards,
*** ***
There will not be any additional refund to this customer. She cancelled her credit card charge for this service and isn't out any money, in fact, the cc charge was for all work including a muffler weld which isn't part of this Revdex.com claim. I have the chargeback from the cc company which I can't get to attach but can forward to the Revdex.com via email From our accounting department: We did issue her a checkWe were subsequently informed by PNC of a chargeback for the transactions totaling $As such, we stopped payment on the check since the credit card company was reimbursing her via chargebackThe chargeback exceeds the amount she claims with Revdex.com as they charged us for all work completed, including the muffler weldAAA nor Bob Sumerel Tire & Service LLCbounced any checks to this customer
I had not received any confirmation from my credit card that a final decision had made on the refund - last I had gotten from them on the matter was that it was reversed and I had mailed in a copy of the other company work on my vehicle proving that I had not received what I should have from Bob SomerelI still feel it is poor practice on AAA and Bob Sumerel's part to allow me to cash a cancelled check and get a $penalty on my accountIt would have been less frustrating if you had called me to let me know the check was being cancelled and why! I just called my credit card company and the CS rep stated that the reversal was cancelled and that the credit will now be permanent - I am still waiting on getting this in writing however and I am not really comfortable until I do - particularly with how shady Bob Sumerel/AAA has been about EVERYTHINGAnd just FYI - my original contesting with my card was not including the muffler portion - maybe if your company had not been so disgustingly immoral and allowed the FIRST contested charges to go through - EVERYONE would have been happier in the endBut hey - you owed me that anyway after the $charge you caused me on my bank accountI will NEVER use your company EVER again and I warn others about you people as wellWhole operation makes me sickAnd you have truly earned the mark on your Revdex.com reputationAbove and beyond earned itYour company has stressed me out beyond belief for months now and I will be happy to be rid of the hassle from you
Dear Revdex.com: We serviced [redacted] PT Cruiser on 1/7/ She had several issues I have attached the work order from that date We found her radiator to be leaking and drive belts crackedWe found an issue with her front wheel bearings and advised that they will need to be replaced at some point in the future We explained the issues to her and she told us to replace the radiator and belts as well as perform the tune-up Her check engine light throws the code P PChrysler code points to the RAM memory of the ECM to write and rewrite data while operating Our service technician did not properly explain to her that this is an internal control failure of one or more of any of the components She did not request that we keep her parts and as to our business practices, they were disposed of a day or two after her service PT Cruiser’s have a 6-year life on these parts We are willing to refund, as a gesture of good will, the $MsKent is requesting for the radiator and hoses with a full and final release
I responded on the Revdex.com site for this incident but couldn’t attach the picture that shows we used the right type spark plug. That is the plug we put into her car this summer and that she returned to us for a refund saying it was the wrong plug. She kept the plug, we just took a picture of it while she was there and explained to her that it is indeed the correct type plug something else is causing her issues. As you saw by her response, that didn’t go so well, but it is the right plug, just a different brand. *** ***Corporate Risk Manager*** *** *** ***
After contacting the company about an issue with my air conditioner not being fixed properlyI was finally told I would receive a refund in the mailI got the check and I deposited it in my bank account - ONLY TO HAVE IT BOUNCE AND BE CHARGED ANOTHER $IN ADDITION TO WHAT THE COMPANY HAS ALREADY TAKEN FROM ME! The check was from AAA services as part of Bob Sumerel in the amount of $and deposited on June 2ndOn June 7th a "return of deposit" deduction for the $occurred showing the check bounced and was removed from my account and then I was charged on June 8th a fee of $because of this! I do NOT appreciate the HORRIBLE service and I would like a REAL and GOOD refund in the form of a MONEY ORDER! that will NOT bounce in the amount of $to cover the fee you additionally cost me in addition to what you promised to refund!!!! It is absolutely DISGUSTING that you do business this way!!!
The customer came in with a noise complaint. We replaced with his approval parts that were known worn. We have to fix what is known to be broken or worn first. We advised him we would start here. The noise went away for several days. He came back with noise again, we address another issue (torgue struts) that could be the issue, at no charge in parts or labor to our customer. This was a good faith effort on our part to help our customer.We are willing to provide him with a rental car if he brings the vehicle back to one of our BSTS locations, while we try to find the cause of his noise. We can't guarantee that the cause can be found if we can't re-create the noise he is hearing. However, if he will arrange to bring his vehicle back to the BSTS of his choice, we will have our year ASE certified master mechanic meet him at that location and work with him on the noise. We are sorry he is still having a noise issue and look forward to hearing from the customer and working with him to try and resolve his noise issue.***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
I don't feel this company deserves to have a "resolved" issue on their account and the negative feelings remain - as this company lied to me over and over again - and was super shadyI did get the refund on my card - but as far as being treated with respect and dignity - the company falls WAY short of the markFAR BELOWI will continue to warn others about my POOR experienceAnd and glad this is over with (or at least hope it is - once I get in writing from my card the refund is permanent - if for any reason that does not go through I will take further action as necessary)
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we
trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
***THIS HAS NOT BEEN RESOLVED*** I took my vehicle to Bob Sumerel (Newport Location) for a tune up where I had the air filter replaced, the cabin air filter replaced, the emissions system checks, the ignition system checked, and the spark plugs replacedI then took my vehicle to *** *** for service due to the engine having a hard knock and what felt like a jerking feeling while drivingThere service department inspected the vehicle and stated that the spark plugs were mis-firing and stated they would need replaced, as well as a engine system cleanI told them that I just recently had the spark plugs replaced, and didn't know why they would need replaced againThe service manager there stated that Bob Sumerel had replaced my spark plugs with after market plugs that did not contain the needed iridium tips for this type of vehicleI promptly called Bob Sumerel in Newport and spoke with the manager, ***, who at first told me he could not find my invoice and that I had never had any service completed there(He treated me as though I was an i
t and had called the wrong business)I then got of the phone, obtained my information for proof that I did in fact have a tune up and repairs completed thereThis is when he stated he had found my invoice*** claims to have used to correct plugs needed for the vehicle and was adamant that there were "other underlying issues" with my car and that the spark plugs were not one of themI went ahead and has *** *** completed the spark plug repair and paid for thisI want my money back from Bob Sumerel as they used the WRONG parts needed for my vehicleI have photos and the parts in possession if need be--I went in yesterday (Monday Dec 5) to talk to ***He looked at the spark plugs, and stated now that it was another "internal issue"I have done my research on the use of After Market spark plugs, and they are clearly NOT the quality of OEM spark plugsI even called *** the day my vehicle was at the dealership being repaired, all opportunity to call and speak with my service managerHE REFUSEDI then told him I would be having the spark plugs replaced, since he refused to even speak about the issues, and that I wanted a refund for my services at Bob SumerelI have been a AAA Customer for years! I used this business because AAA has taken great care of me and my family over the years, yet you cant refund a service you provided using AFTER MARKET parts, that caused carbon build up on my throttle bodyAnd now *** refuses to issue a refund and instead blames the issue on other things wrong with the vehicle. I am still seeking a full refund
I have attached a rather lengthy response in Word doc format and attached of the emails in text formatI have two other emails that are not attached due to the limitations of attachmentsAll emails can be sent in their original format if you would like.Thank you for taking the time to review my attached response.Sincerely,*** ***Cell: ***eMail: ***
We can't speak back to 2014. The store manager at that time is no longer our employee, howeveron the most current part of her complaint, our regional manager dealt with her husband. We did not deal with her. The car was brought in because the brakes were wearing out. The root
cause of the wear is due to the passenger front bearing, which is bad. We explained that to her husband who asked us just to replace the brakes under the warranty and not worry about the bearing, he would fix that himself. We told in we couldn't warranty the brakes if the cause of the wear was the bearing and he understood our position. We did offer a discount to fix the bearing and he refused, he said he would fix the bearing himself and then return to us for the brakes. We told him we would honor the warranty them at that time Bob Sumerel strives to provide quality service to our customers. It concerns us that our member is upset and unhappy with the information we have provided . Our warranty does not extend to consequential damage nor does it apply to any performance failure due to such causes as fire, theft, road damage, collision or any negligent or willful abuse. We are still open to fixing the brakes and providing the warranty if and when he brings his vehicle back after the bearing is fixed
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
I remember that that I was told the car would be fixed for price stated and put back in working orderI remember all the important points very clearlyI have no faith in the manager who told me unacceptable thingsThe car was not fixed the price charged was nutsEverything I heard from them made no senseIt should not take three days to flush a radiatorI think they are joke and need to talk to someone at the cooperation that will listen
We apologize for the delay. A check has been ordered issued to our customer. Our checks come out of Wilmington, DE. He should receive in the next 7-business day. Anna F
Corporate Risk Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
NGK is NOT an upgrade from the factory plugs Denso, that my dealership put inI can get a written statement from my dealerships service manager stating that these were the DIRECT cause of the carbon build upThis is not an appropriate response to my claimI have submitted all of the documents stating these are not the correct plugsI want a refund for my services provided at Bob Sumerel Tires.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
First, I WAS told by their mechanic on 08/20/(my second Attempt at having this fixed)that he had checked the Chevrolet Technical Service Bulletin and thought it was a sub-frame issue and was likely not reparableAlso, the only test drive I went on was on that Saturday the 20th, the car was not test driven on the 15th as the business stated in their responseThis company has made statements to the Revdex.com.Second, I have given them three chances to repair the car; there will not be a fourthIn the business response there is no apology offered nor is there any offer to provide me with reasonable accommodation regarding a rental car even if I was willing to let them work on the car againFinally, I would like to see proof that all of the parts they replaced were badIf they had checked the dealer TSB before attempting to diagnose the problem I would likely not be out $Their negligence is at the root of this issue; the torque struts are sold in a pair and can be purchased for approximately $They had the car for five days on their third attempt and the couple of hours of labor should have never taken that longI am requesting some reasonable financial compensation due to their negligence and the expense I have incurred throughout this processThank you,*** ***
The BSTS regional manager over the location in this complaint has reached out and talked with the customer. The type of behavior that the customer describes is not acceptable. The employee in question will be handled internally. Our regional manager and the customer have agreed on
an acceptable remittance for this incident. We are truly sorry for the actions of our employee and hope that the customer will continue to come to us for his automotive needs.*** ***Corporate Risk Manager
Ms*** brought her Toyota Yaris in for tires and a complaint of her vehicle driving rough months ago on 8/10/15. She needed new tires and a drive belt. Our FtWright store quoted her the Cooper SL84T at $each. Total of tires would have been $499.96, less her
AAA discount of $for a total of $tire charges without any extended coverages such as road hazard. She declined that model and went with our entry level Cooper tire at $each, plus the belt and labor, less her AAA discount for a total of $527.76.We believe she may be misunderstanding, since months have passed, that the $was the total for all tires. We respectfully will not be refunding her any money for the tires she purchased on August 10, 2015.As for the detached sensor, we have no record of her bringing her car back to us for this in August or since. It's highly unlikely that her sensor was detached during the belt or tire change in August. We can't tell you why a Toyota certified mechanic would have told her it was something BSTS caused when she took it to him in the past few days. Several months have passed since we changed the belt and tires on her vehicle.Thank you for bringing this to our attention. *** ***Corporate Risk ManagerBob Sumerel Tire & Service, LLC
Our Newport BSTS location worked on this vehicle. Customer came in on 8/complaining of a noise when backing up and turning. The mechanic found that the lower control arm bushings were completely destroyed and the control arms were resting on the sub-frame. The steering and
suspension was also checked and found the front wheel bearings to have considerable play in them. The store manager called the customer and spoke with him about these issues and that we should "start" with replacing those badly worn parts because of their condition. That these probably were the cause of the noise but we couldn't tell for sure until the parts were replaced. He agreed to having the work done and the *** of $1,376.47. Car was test driven, noise was gone. Customer received car. On 8/15, he called complaining the noise was back. He brought it in, test drive couldn't reproduce the noise and he left. On 8/he was back with a noise complaint. We researched the TSB (Technical Service Bulletins from the Dealer) and found a bulletin that said the torgue struts have been found to make noise. We replaced these struts, with no charge to the customer. We absorbed the cost of the struts and the several hours of labor to replace as a good will gesture for our customer. At no time, did we tell him this was probably a subframe issue an non-repairable.
The customer had worn out bushings, bearings etc., which he agreed to have replaced. He still has those parts in his vehicle. We will be happy to work with this customer on a resolution but are not willing to refund the $1,for worn out part replacement that he initially approved. If he doesn't want to return to our Newport BSTS location, we will work with him at any of our other stores. In Campbell County, there is a BSTS in Alexandria. We have a Fort Wright and Florence location in Kentucky also. I can supply the store managers name and number to whichever location he wishes to use. Our intent is to work with him to see if we can find the exact issue that is causing the sometime noise. If it is something that BSTS caused, we will correct at no charge. If it is something other, we will work with him on the issue. BSTS has already shown good faith when they replaced the torgue struts at no charge due to the TSB bulleting saying they were a known cause for noise. If the customer would like to speak with me regarding a visit, my direct dial is ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me We thank the time taken to respond to this unfortunate situationWe aren't the type to complain which is why we felt under the circumstances this warranted a complaint.
Regards,
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There will not be any additional refund to this customer. She cancelled her credit card charge for this service and isn't out any money, in fact, the cc charge was for all work including a muffler weld which isn't part of this Revdex.com claim. I have the chargeback from the cc company which I can't get to attach but can forward to the Revdex.com via email From our accounting department: We did issue her a checkWe were subsequently informed by PNC of a chargeback for the transactions totaling $As such, we stopped payment on the check since the credit card company was reimbursing her via chargebackThe chargeback exceeds the amount she claims with Revdex.com as they charged us for all work completed, including the muffler weldAAA nor Bob Sumerel Tire & Service LLCbounced any checks to this customer