ComplaintsforPMR Automotive and Towing

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was to get an ignition interlock installed in my car. They installed wrong device. Did not inform me of the fact until after I paid. I could not use machine they did not educate me at all and I made the them remove device. I request my $350 due to them installing wrong device

  Customer response

  03/12/2024

  They could also make it right by installing the right device in my car for free install 

  Business response

  03/19/2024

  ***************** presented at our shop for a mandatory BAIID device installation (a device used to measure breath alcohol content to stop potential drunk driving). In order for a BAIID device to be installed, a customer must first contact a BAIID device provider who will then, in turn, contact us to set up an installations and de-installations. Our company was reached out to by Low Cost Interlock on behalf of ***************** and provided an initial installation date of February 27 and an installation fee of $350. A short time before her initial installation, *** reached out to us a second time to have her appointment rescheduled to March 8 due to ***************** not having her driving permit yet - something we must have to allow the customer to have an installation, as they are typically court ordered to allow the customer to drive again. We received emails with each contact with an update to the work order each time reflecting this information.

  On the day of March 8, ***************** arrived at the shop for a BAIID device installation. She had at one point mentioned the name **********. However, due to branding, many customers confuse Intoxalock as another term for a BAIID device. All documentation and communication had been with *** at this point, and we were aware of the *** equipment shipped to us. We moved forward with installation of the device we were made aware of, ***. Near completion, the customer then stated that they had indeed contact Intoxalock regarding installation as well. We had no record of contact with Intoxalock - they had neither called us to confirm this information nor sent us any emails with work orders for us to verify. We did find they had shipped us equipment, but it had been mixed with others as we had no direct work order for the equipment itself. *** also had an active work order for the device installation, and upon contact stated they were never informed of any cancellation on the customer's part (the customer stated the had immediately, after the first phone call, called back to cancel their installation, but we were even contacted a second time regarding the installation after the first contact). We advised the customer, who had mentioned breathing issues, that the *** would be far easier of the two to perform testing with, as it required less force and a shorter blow pattern. The customer agreed to stay with ***, the company of initial contact.

  Upon full completion, payment was collected and our installation technician advised ***************** on the activation and use of the device. The technician remained with ***************** quite some time during this period. Some time later, ***************** started and left in the vehicle of her own free will. She never returned to our office to request further training not to ask any questions regarding it, something she had full right to do. She left the shop during the early afternoon, so we remained open several hours after she left. At one point, ***************** did eventually call back the shop to ask about activation of the device, which we re-iterated activation and breathing pattern to her over the phone to the best of our ability. ***************** still did not return to the shop at any point for counseling. 

  On Saturday (outside of business hours), ***************** left a voicemail with the shop irate about having been stranded roadside for 45 minutes just after leaving the shop (the device does not deactive a vehicle, but it does set off the horn and headlights if a retest is not given in time). She stated that her boyfriend had to eventually start the vehicle for her (indicating the device did indeed work as it is supposed to). She also claimed that we had provided no training to her at all, that we never gave her the opportunity to test the device prior to installation (something we cannot do, this is not provided to us by our BAIID companies), and stated she would arrive first thing Monday morning to have the device removed. At this point we had heard the voicemail and had discussed privately amongst a few higher level employees for Monday about option for the customer that we could present to assist her (further training, removal, a way to change devices - which would be even harder to use-, etc). We do not make call backs/contact over the weekend, as these are our time with families. ***************** escalated the situation as the weekend continued, though. On Sunday morning, she messaged (and attempted to call) the business ******** page. She again claimed no training, that she would be there to have the device removed, and then threatened us with the BBB. Later that day, ***************** took it a step further and attempted to contact my personal ******** page and harass me regarding the situation with the same threats. At this point, we made the decision to not move further with assisting ***************** and simply remove the device as requested at no cost to her, as we do not take the harassing individual employees privately lightly.

  On Monday morning, ***************** arrived at the shop unscheduled. We immediately pulled her vehicle in and performed a de-installation. During this time, ***************** was cursing and demanding this de-installation. She claimed at one point to have made a trip to the ** and was diagnosed with a bruised lung due to the device (which requires a light blow one time). We advised ***************** to contact *** to ensure they had her removal completed on their end, otherwise the would continue to charge her monthly (we advised this after the initial installation issues regarding her cancellation the first time). We did not charge for a de-install as *** said they would cover costs (we would not charge either way in this situation).

  In the end, we did install the device we were contacted regarding and advised to install. We performed training to the best of our ability, which we were under the impression that ***************** accepted by electing to leave the property with her vehicle without either asking for further training or returning later that day for questions. ***************** took to harassing employees, which is highly unacceptable to our company. We have performed all services we were under the impression to perform at the agreed upon pricing prior to installation. We perform multiple BAIID device installations a month and do not encounter this issue with any of our other customers.

  Customer response

  03/26/2024

  Complaint: 21415277
  
  I am rejecting this response because:
  
  Because not true about anyone staying anywhere for a LONG period of time.. as we can see on attached that in fact it was cancelled out by me.. I was to get intoxaloc. Front man knew it but the people in back did not. I paid then was told I had wrong device. **** stated well whos gonna pay for the actual device I was there for so therefore I tried the other I was stuck on highway 35 minutes the guy on phone said I had to jump through several hoops to get machine turned down.. I requested at least half my money back. If those cameras at that shop really work and these were honest people we would not be here now I feel insulted!Taking advantage of a disabled woman!
  
  Sincerely,
  
  ***********************

  Customer response

  03/26/2024

  I never called about activation I did in fact call at the very time I was stranded not due to activation . Due to the fact they could see I could not use device. I was able to blow once. Just to get off lot then no more when I called ***** lied to me about having to go to new hearing to get breath detection turned down as he stated a bunch of hoops. I absolutely did call . I sat on that lot a very long time with no one trying to show me anything. This business should not be able to just take peoples money.. We heard another guy in there complaining about shotty engine work so. May be a first for the Ignition Interlock but mistakes happen. You cannot keep blaming customers 

  Business response

  03/26/2024

  Unfortunately, at this time I'm confused by the activation comment. We were advised by LCI that the customer had an active work order, reflected in our computer systems. An account representative even reflected this sentiment. I'm unsure if this is what ***************** means by activation. Again, ***************** elected to leave the lot and did not wish to come in for further training, something fully optional. We did attempt training, and have several customers who get more comfortable after we have left with using the device and feel comfortable to not ask for further training. If *****************, as a responsible driver, felt that uncomfortable with the device, she had full capability to return to the office to request extra assistance.

  
  Sadly, the breath detection decrease is not a simple process. We have been advised by the state that the customer must first get a pulmonary exam by a medical professional that is then submitted to the state and the ***** company for approval. We have no control over the breath requirements and cannot make any adjustments for such. I reviewed the phone call ***************** had with our service advisor ***** who explained that she would need to contact the state to address the issue and that the state would provide further steps to take (he at no point said they would need to go back to court). In this phone call, ***************** also stated her partner with COPD was capable to blowing into the device but she was not, again indicating the device is working properly. We did once more advise ***************** on use of the device, namely turning the device on (which was her initial complaint in the call). We train to the best of our abilities, but we can only train so much and cannot, sadly, simply control someone's lungs for training purposes. I'm unsure if ***************** had complications understanding the training, as her partner was able to perform and pass the test despite not being the customer we did the main training with, but again, she could have come back for training before she left or the following Monday before jumping to the demands she did make without considering alternative solutions.

  
  We have not simply "taken money" from *****************. We performed a requested service advised by the customer and the state-approved ***** vendor that the customer initially made contact with and who had been making contact with us. We reviewed our records and this is the only company that we were contacted by for this service, and therefore the company we moved forward with, as they had all of her information on record.

  Customer response

  03/27/2024

  Complaint: 21415277
  
  I am rejecting this response because:
  
  The statement of how to go about any of this was on them as a Ignition interlock installers to educate.. Did absolutely nothing but put wrong device in my car and now its everything except them.. Point blank. Should not be able to install something that they arent capable of 1 knowing which device 2 very poor education on device. It is easy money thats it!!
  
  Sincerely,
  
  ***********************

  Customer response

  03/27/2024

  Im saddened by the way they in first response indicated I called about activation now they know nothing of it. As a matter of fact a formal hearing in Il consists of judges. Where Hearing comes in 

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