[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]
In response to this customers complaint, you need the correct story. The customer broke 6 of 8 lugs on the right front wheel and the wheel we removed was the left front. The 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 wheels. This 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 incorrect. We sell hundreds of wheels every year and deal with several wheel suppliers and they all require the same thing. The 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 wide. We spent over an hour working on this and never could get the tire close to sealing to infalte. The customer states it the best HE broke the lugs on a wheel we never touched to loosen or tighten the lugs he broke. The 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 it. This 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 oversee. We 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 work. The 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 wonder. The customer complained last week and we have called the number on the repair order we had for her 6 times and she has never responded since the middle of last week (week of 6/1) and the last call was Tuesday 6/9. 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 way. We 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 have. This is a customer that is trying to get us to fix a problem we have no part of. This would not even been discussed if we had anything to do with this, we would of fixed without question. We would like to help any customer with any problem but we cannot be responsible for every problem that someone has with a vehicle. We always take care of our problems and a lot that we are not responsible for if we help the customer out. THe last thing is the girl friend came by to see if the truck was ready while we were still trying to inflate the tire. She had to see the left front wheel was still off and the other three were still on the truck as she look at the truck. So 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 nuts. Then he has further complicated the problem by trying to repair it himself.
[redacted]
I checked with our accounting department and they will forward Ms. Hudgins a check for the correct spark plugs we installed in her vehicle as a gesture of good will. Our checks come out of Wilmington, DE and it will take 7-10 business days. Thank you for calling me on this one. We offered originally and she refused. Anna F[redacted]Corporate Risk ManagerAAA Club Alliance Inc.[redacted]
Our records indicate that we used the correct spark plugs for this vehicle. When the customer called our Newport store last week, she told us she was reporting us to the Revdex.com because she wanted her money back. That Kia said we used the wrong spark plugs. Our store manager told her...
our records indicated that we put in the correct plugs. She maintains Kia wouldn't lie to her. In the conversation, our store manager told her to bring the spark plugs back and if they were the wrong ones, we would refund her for them. It was his understanding that she was going to bring them back today, Monday, December 5, 2016. She has not yet done so. The offer still stands. If she will bring the parts back to the Newport location and they are the wrong spark plugs for her vehicle, we will refund her money. We want our customers to be satisfied with our service.[redacted]Corporate Risk ManagerBob Sumerel Tire & Service, LLC.
They never gave me a solution. The situation is terrible because it's their word vs. mine. I got all the wheels off besides one wheel and they happened to take one wheel off. The 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 snapped. I 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 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.
We agree to refund the $364.80 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]
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 start. When 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 mileage. He 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.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]
Customer came in for no heat. Vehicle 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 gasket. Customer 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 $64.12. Anna F[redacted]Corporate Risk MangerBob Sumerel Tire & Service, LLC.
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 Somerel. I still feel it is poor practice on AAA and Bob Sumerel's part to allow me to cash a cancelled check and get a $12 penalty on my account. It 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 EVERYTHING. And 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 end. But hey - you owed me that anyway after the $12 charge you caused me on my bank account. I will NEVER use your company EVER again and I warn others about you people as well. Whole operation makes me sick. And you have truly earned the mark on your Revdex.com reputation. Above and beyond earned it. Your company has stressed me out beyond belief for 3 months now and I will be happy to be rid of the hassle from you.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Upon receipt of the $900 refund I will sign any documents or make any necessary updates to show and verify I've given Bob Sumerel full and final release. Please let me know if I should go to the business for the refund or expect to obtain it in the mail made payable to [redacted]
Regards,
[redacted]
[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]
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 customer. as 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]. mr. L[redacted] , retail
office clerk for bob sumerel tire and service, did his job perfectly. he engaged the customer,
gathered customer information (that was approved by mr. [redacted]) and produced a workorder
for the technicians to facility repairs. I would also like to mention that mr. [redacted] stated that
mr. L[redacted] was trying to "shoo" (his word not ours) him (mr. [redacted]) out the door because
we were closing. as recorded on the time stamp in the upper right hand corner of his invoice
it shows clearly the time of 15:35:57 ( some 24 minutes before closing. there was no rush on
mr. l[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 called. Mr. [redacted] was given a clear and accurate estimate of the repairs
and without hesitation gave approval for them to be completed. At no point and time did
mr. [redacted] ask for a representative of bob sumerel tire and service to call mr. [redacted]
[redacted] to inform him of the repairs. had 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]
[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 everyday. we 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**, jr. regional manager
The plugs that were installed in the car were verified by the dealership as viable. We performed the service flawlessly and there were no issues when the vehicle left the building. The company that looked at the vehicle later does not exist. (Their invoice also stated that a coil needed to be...
replaced) I called the number on the invoice, it actually is a driving school not a repair shop. We offered her a reimbursement on the plugs and she refused. We did nothing incorrect in our service for this member.
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(1/09/17 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 pipe. Not only was the car tested by [redacted] immediately finding no head gasket problem but I have been driving it without losing any antifreeze ever since. I am attaching both bills with statements for the garages.
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 down. As 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 engine. We 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.
Dear Revdex.com:
We serviced [redacted] PT Cruiser on 1/7/16. She had several issues. I have attached the work order from that date. We found her radiator to be leaking and drive belts cracked. We 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 P0601. P0601 Chrysler 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 100 components. She did not request that we keep her parts and as normal to our business practices, they were disposed of a day or two after her service. 2002 PT Cruiser’s have a 6-8 year life on these parts. We are willing to refund, as a gesture of good will, the $900 Ms. Kent is requesting for the radiator and hoses with a full and final release.
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 4/8/2016. Please see my response and comments in GREEN.The original complaint submissions I made is 100% accurate. I'm sorry, but Ms. F[redacted] was not present. Your second-hand "version" of the accounts that happened that day as "indicated" are false and deliberate lies to try to conceal your service shop's incompetency and more so under-handed tactics. Mr. [redacted] brought his car into our Florence facility about 3:35 pm on Saturday, March 26th for repair to two flat tires. The 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 number. First incorrect point: I met with Mr. Greg L[redacted] Retail Operation CLERK, not the Store Manager. He was in fact the only employee in the front. First your Retail Operations Clerk, tired to dismiss me as a customer, by saying that they are getting ready to close. I told him I just want to drop MY CARt off for simple tire leaks, and inquired what the price was for an oil change. He said $31.99 for the oil change and $24.99 for the tires each). I said Ok, I can pick it up Monday. He 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 fabrication. Mr. [redacted] at no point in time told us not to use this phone number or address. This 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 accounts. He has a [redacted], that this Service Center worked on a few months back - ( This was also defective work done by this BST Service Center, resulting in BST Mr. Troy C** replacing, at BST cost a 2001 S2000 [redacted] Wheel, damaged from your tire installation - check your records). The phone number from my son's PAST [redacted] service record is of no consequence, not relative. I told Mr. L[redacted] clearly that when he pulled up my son [redacted]'s service history, that THIS IS NOT ME. I 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 transaction. He was never a party to this transaction. He told us it was fine to use the information we had and did not tell us to speak only with him. Total fabrication , lie. If he had done so, we would have created a new customer ticket under his name, address and phone number. This is exactly what you should have done ,but did not. As I mentioned above, Mr. L[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 manner. If you (BST) has simply created a new customer ticket, then we wouldn't be having this conversation now, and I wouldn't be out $807 in deceptive practice charges. How can your employee bring up a previous service record for a [redacted], 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 scam. Either 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 done. This 14 year old car has been in my family since new. It has NEVER dripped one drop of oil in my driveway, you can come inspect it. This appears to be just a method to pad your invoice. This cannot be an accepted practice within your industry - damaging customers financially with un-needed repairs. I think this tactic has been shown many times by such shows as [redacted], and [redacted]. Examples, [redacted]. 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 contact. Total fabrication, perhaps we should bring Mr. Greg 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 repairs. This too, is a lie, Mr. C** told me the day that I picked the car up, that is was Mr. N[redacted] that called my son, He pointed at Mr. N[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 service. The fact that you brought up the wrong account and then called him is not relevant. Again, If Mr. L[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 separate. The 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 change. A 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 again... We called again and explained the issue receiving a go ahead to make the additional repair. Irrelevant- you did not speak with THE CUSTOMER and party to the contract. Do you guys have an attorney, do you understand contact law? Total repairs on the car came to $899.18. Total authorized charges $91.97At approximately 5:35 p.m. [redacted] came to retrieve the vehicle and engaged with our Jr. Regional Manager at the desk. Mr. [redacted] said he would not be paying for any repairs to the vehicle because he didn’t approve them. Correct 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, ever. 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. You did not have nor obtain approval by THE CUSTOMER, it's that simple. I will comment that when Mr. C** reached over the counter to grab the keys from my hands, this also caught the attention of the customers. Is 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 CUSTOMER. Mr. [redacted] paid for the repairs, colorful language the entire transaction, threatening us with the Revdex.com and to sue us. I 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 car. I made the payment under duress.Don't you have an office to discuss potential private escalations with customers? This was again, very embarrassing for me. Is 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 repairs. No, there was no verification that you should call my 20 year old son to ask him about car repairs that he was totally unaware of, this is devious and an unlawful action. To address the
Regards,
[redacted]
We gave him a refund as a gesture of goodwill.
[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]
In response to this customers complaint, you need the correct story. The customer broke 6 of 8 lugs on the right front wheel and the wheel we removed was the left front. The 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 wheels. This 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 incorrect. We sell hundreds of wheels every year and deal with several wheel suppliers and they all require the same thing. The 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 wide. We spent over an hour working on this and never could get the tire close to sealing to infalte. The customer states it the best HE broke the lugs on a wheel we never touched to loosen or tighten the lugs he broke. The 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 it. This 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 oversee. We 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 work. The 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 wonder. The customer complained last week and we have called the number on the repair order we had for her 6 times and she has never responded since the middle of last week (week of 6/1) and the last call was Tuesday 6/9. 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 way. We 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 have. This is a customer that is trying to get us to fix a problem we have no part of. This would not even been discussed if we had anything to do with this, we would of fixed without question. We would like to help any customer with any problem but we cannot be responsible for every problem that someone has with a vehicle. We always take care of our problems and a lot that we are not responsible for if we help the customer out. THe last thing is the girl friend came by to see if the truck was ready while we were still trying to inflate the tire. She had to see the left front wheel was still off and the other three were still on the truck as she look at the truck. So 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 nuts. Then he has further complicated the problem by trying to repair it himself.
[redacted]
I checked with our accounting department and they will forward Ms. Hudgins a check for the correct spark plugs we installed in her vehicle as a gesture of good will. Our checks come out of Wilmington, DE and it will take 7-10 business days. Thank you for calling me on this one. We offered originally and she refused. Anna F[redacted]Corporate Risk ManagerAAA Club Alliance Inc.[redacted]
Our records indicate that we used the correct spark plugs for this vehicle. When the customer called our Newport store last week, she told us she was reporting us to the Revdex.com because she wanted her money back. That Kia said we used the wrong spark plugs. Our store manager told her...
our records indicated that we put in the correct plugs. She maintains Kia wouldn't lie to her. In the conversation, our store manager told her to bring the spark plugs back and if they were the wrong ones, we would refund her for them. It was his understanding that she was going to bring them back today, Monday, December 5, 2016. She has not yet done so. The offer still stands. If she will bring the parts back to the Newport location and they are the wrong spark plugs for her vehicle, we will refund her money. We want our customers to be satisfied with our service.[redacted]Corporate Risk ManagerBob Sumerel Tire & Service, LLC.
They never gave me a solution. The situation is terrible because it's their word vs. mine. I got all the wheels off besides one wheel and they happened to take one wheel off. The 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 snapped. I 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 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.
We agree to refund the $364.80 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]
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 start. When 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 mileage. He 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.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]
Customer came in for no heat. Vehicle 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 gasket. Customer 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 $64.12. Anna F[redacted]Corporate Risk MangerBob Sumerel Tire & Service, LLC.
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 Somerel. I still feel it is poor practice on AAA and Bob Sumerel's part to allow me to cash a cancelled check and get a $12 penalty on my account. It 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 EVERYTHING. And 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 end. But hey - you owed me that anyway after the $12 charge you caused me on my bank account. I will NEVER use your company EVER again and I warn others about you people as well. Whole operation makes me sick. And you have truly earned the mark on your Revdex.com reputation. Above and beyond earned it. Your company has stressed me out beyond belief for 3 months now and I will be happy to be rid of the hassle from you.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Upon receipt of the $900 refund I will sign any documents or make any necessary updates to show and verify I've given Bob Sumerel full and final release. Please let me know if I should go to the business for the refund or expect to obtain it in the mail made payable to [redacted]
Regards,
[redacted]
[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]
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 customer. as 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]. mr. L[redacted] , retail
office clerk for bob sumerel tire and service, did his job perfectly. he engaged the customer,
gathered customer information (that was approved by mr. [redacted]) and produced a workorder
for the technicians to facility repairs. I would also like to mention that mr. [redacted] stated that
mr. L[redacted] was trying to "shoo" (his word not ours) him (mr. [redacted]) out the door because
we were closing. as recorded on the time stamp in the upper right hand corner of his invoice
it shows clearly the time of 15:35:57 ( some 24 minutes before closing. there was no rush on
mr. l[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 called. Mr. [redacted] was given a clear and accurate estimate of the repairs
and without hesitation gave approval for them to be completed. At no point and time did
mr. [redacted] ask for a representative of bob sumerel tire and service to call mr. [redacted]
[redacted] to inform him of the repairs. had 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]
[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 everyday. we 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**, jr. regional manager
The plugs that were installed in the car were verified by the dealership as viable. We performed the service flawlessly and there were no issues when the vehicle left the building. The company that looked at the vehicle later does not exist. (Their invoice also stated that a coil needed to be...
replaced) I called the number on the invoice, it actually is a driving school not a repair shop. We offered her a reimbursement on the plugs and she refused. We did nothing incorrect in our service for this member.
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(1/09/17 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 pipe. Not only was the car tested by [redacted] immediately finding no head gasket problem but I have been driving it without losing any antifreeze ever since. I am attaching both bills with statements for the garages.
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 down. As 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 engine. We 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.
Dear Revdex.com:
We serviced [redacted] PT Cruiser on 1/7/16. She had several issues. I have attached the work order from that date. We found her radiator to be leaking and drive belts cracked. We 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 P0601. P0601 Chrysler 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 100 components. She did not request that we keep her parts and as normal to our business practices, they were disposed of a day or two after her service. 2002 PT Cruiser’s have a 6-8 year life on these parts. We are willing to refund, as a gesture of good will, the $900 Ms. Kent is requesting for the radiator and hoses with a full and final release.
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 4/8/2016. Please see my response and comments in GREEN.The original complaint submissions I made is 100% accurate. I'm sorry, but Ms. F[redacted] was not present. Your second-hand "version" of the accounts that happened that day as "indicated" are false and deliberate lies to try to conceal your service shop's incompetency and more so under-handed tactics. Mr. [redacted] brought his car into our Florence facility about 3:35 pm on Saturday, March 26th for repair to two flat tires. The 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 number. First incorrect point: I met with Mr. Greg L[redacted] Retail Operation CLERK, not the Store Manager. He was in fact the only employee in the front. First your Retail Operations Clerk, tired to dismiss me as a customer, by saying that they are getting ready to close. I told him I just want to drop MY CARt off for simple tire leaks, and inquired what the price was for an oil change. He said $31.99 for the oil change and $24.99 for the tires each). I said Ok, I can pick it up Monday. He 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 fabrication. Mr. [redacted] at no point in time told us not to use this phone number or address. This 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 accounts. He has a [redacted], that this Service Center worked on a few months back - ( This was also defective work done by this BST Service Center, resulting in BST Mr. Troy C** replacing, at BST cost a 2001 S2000 [redacted] Wheel, damaged from your tire installation - check your records). The phone number from my son's PAST [redacted] service record is of no consequence, not relative. I told Mr. L[redacted] clearly that when he pulled up my son [redacted]'s service history, that THIS IS NOT ME. I 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 transaction. He was never a party to this transaction. He told us it was fine to use the information we had and did not tell us to speak only with him. Total fabrication , lie. If he had done so, we would have created a new customer ticket under his name, address and phone number. This is exactly what you should have done ,but did not. As I mentioned above, Mr. L[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 manner. If you (BST) has simply created a new customer ticket, then we wouldn't be having this conversation now, and I wouldn't be out $807 in deceptive practice charges. How can your employee bring up a previous service record for a [redacted], 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 scam. Either 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 done. This 14 year old car has been in my family since new. It has NEVER dripped one drop of oil in my driveway, you can come inspect it. This appears to be just a method to pad your invoice. This cannot be an accepted practice within your industry - damaging customers financially with un-needed repairs. I think this tactic has been shown many times by such shows as [redacted], and [redacted]. Examples, [redacted]. 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 contact. Total fabrication, perhaps we should bring Mr. Greg 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 repairs. This too, is a lie, Mr. C** told me the day that I picked the car up, that is was Mr. N[redacted] that called my son, He pointed at Mr. N[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 service. The fact that you brought up the wrong account and then called him is not relevant. Again, If Mr. L[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 separate. The 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 change. A 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 again... We called again and explained the issue receiving a go ahead to make the additional repair. Irrelevant- you did not speak with THE CUSTOMER and party to the contract. Do you guys have an attorney, do you understand contact law? Total repairs on the car came to $899.18. Total authorized charges $91.97At approximately 5:35 p.m. [redacted] came to retrieve the vehicle and engaged with our Jr. Regional Manager at the desk. Mr. [redacted] said he would not be paying for any repairs to the vehicle because he didn’t approve them. Correct 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, ever. 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. You did not have nor obtain approval by THE CUSTOMER, it's that simple. I will comment that when Mr. C** reached over the counter to grab the keys from my hands, this also caught the attention of the customers. Is 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 CUSTOMER. Mr. [redacted] paid for the repairs, colorful language the entire transaction, threatening us with the Revdex.com and to sue us. I 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 car. I made the payment under duress.Don't you have an office to discuss potential private escalations with customers? This was again, very embarrassing for me. Is 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 repairs. No, there was no verification that you should call my 20 year old son to ask him about car repairs that he was totally unaware of, this is devious and an unlawful action. To address the
Regards,
[redacted]