ComplaintsforBob Sumerel Tire & Service Co LLC

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Although there are numerous complaints similar to mine within the community, I will only speak of mine. I scheduled an oil change for my car. Upon scheduling, the representative confirmed the services that go along with the oil change such as tire rotation. Upon receiving my car after the oil change, I did not receive any diagnostics and paid a high price for an oil change. After driving it, I noticed the tire pressure was the same and on the same tires as before. I emailed AAA Bob Summeral who had me come back in. They claimed they checked everything, informed me of false information about the front brakes, claimed everything was completed and checked. Shortly after driving my car again, I noticed the windshield fluid was empty, and a little after that, the notification for maintenance came on (oil and filter). Usually there is a sticker on the windshield to tell me when it is due for an oil change, none was ever put on. How do I know if one was even completed? Based on reviews from other community members, lately Bob Summeral at this location have claimed to do work and never completed the work they were paid to do or falsely claim things need done when they don’t. This appears to have started the past year or so, so recently. We were very loyal customers until Jason left, then it all started to go down hill. We tried to stay loyal but after this type of treatment, we cant trust them for us to remain loyal.

  

  Business response

  05/20/2024

  This has been sent to the Management team for a response. Thank you

  Customer response

  05/22/2024

  Better Business Bureau:
  
  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, reasons for rejection are included below.

  No Response was given. The plug they used on my tire leaked too! It wasn’t plugged long time, maybe a few months. Had to get it fixed.

  
  Regards,
  
  ******* *******
  

  

  Business response

  06/05/2024

  Here is the response from our Car Care Manager

   

  Yes we spoke to her back in march the price for the oil change for her vehicle is actually 84 dollars and it was discounted for her down to the 70  she did come back and had the vehicle checked out she did mention that she was going on a road trip out west so not sure how many miles she went so maybe she hit the miles interval to need another oil change when she stopped back everything seemed fine and she left happy that was almost 2 and half months ago now.

  Customer response

  06/05/2024

  Better Business Bureau:
  
  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, reasons for rejection are included below.

  absolutely no response from the company!!
  
  Regards,
  
  ******* *******
  

  

  Business response

  06/12/2024

  We have provided our response previously. We consider this matter closed

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in November 2023, I had a **** ******* ******* repaired by AAA auto club on * ***** ******. I was told I needed to replace a cracked belt, a leaking radiator, cooling fluid and new tires. I approved to have this work complete at a cost of almost 3000 dollars. When we received the car, everything ran fine but the engine light still stayed on. I contacted the manager who told me the light stays on and that there were no issues with the engine. On March 2, 2024, I got an oil change and on March 8th, my car stopped driving. I had the vehicle towed to the same service center on March 11, 2024. I was told they had too many clients and couldn't get to my vehicle for a couple of days. On March 13, 2024 I was told that they could not repair my car and that i needed to take it to a dealership because it required an engine and more components. When I asked how a car that ran perfectly fine for months all of a sudden just stops,the service manager, Andrew B*** was unable to explain. I asked that he have the regional manager contact me and as of today (4/19/24), I still have not heard from anyone. I have reached out to the manager, Bradley E**** and each time, he is not available or i'm told they have reached out to this district manager but could not give me a phone number. It's disgusting that i am sitting on a vehicle that i invested good money in and can't drive. I'm more disgusted that no one at AAA thinks anything of me as a customer. I was told the car was not driveable but it starts up and drives. I am afraid to take it around the block if the engine is compromised but again i can't understand why or how the damage occurred. I want to be reimbursed for the work they said they did or have them fix the car.

  

  Business response

  05/22/2024

  we spoke to her back in march the price for the oil change for her vehicle is actually 84 dollars and it was discounted for her down to the 70  she did come back and had the vehicle checked out she did mention that she was going on a road trip out west so not sure how many miles she went so maybe she hit the miles interval to need another oil change when she stopped back everything seemed fine and she left happy that was almost 2 and half months ago now

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  [BBB - Transcribed from original document. See file.] I took my car to Bob Sumerel for oil change. The manager stated to me he dont like ******** and that he was having trouble doing the job and 10 days after service the replace came on n I call and report a promblem adn I took car to another Bob Sumeral on Jan 16 and they tied my car up with rope. I got promblems. I cant even drive my car.

  

  Business response

  03/23/2024

  This was sent to the management team to address and provide a response

• Initial Complaint

  03/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 02/28/2024 I went to Bob Sumerel Tire and Service at **** ******* *** **** ***, OH ***** for an oil change because it was buy an oil change and get one free for around $105. I got the oil change and received a voucher for my next oil change that EXPIRED on 03/24/2024 which was not a realistic coupon. How many people get their oil changed within a month of getting their oil changed? No one I know of. I contacted the store and ***** said I had to call back. I called back the following weekend and to my surprise she said I had to call back again because the manager wasn't there. Then I called back again on 03/12/2024 at 1:22PM ET and spoke to ******. He stated the same as ***** stated, that the voucher date was not changing and that I could not use the voucher on another car. I would only be able to use the voucher on my car. The only suggestion/solution I was offered is to bring my car back in (waste of time, money, etc.) to change oil that was just changed not even a month prior. ****** admitted that it was a decision by corporate and that he knew that it was wrong as well. This is absolutely criminal. You bring in my business by saying that you will give me a buy one get one oil change promotion. I then see that you didn't provide a realistic turn around time for the second oil change. Your company was already aware of the issue because your employees advised that the information came straight from corporate knowing that what you were doing was wrong. Your own employees knew it. Anyone with a slight knowledge of cars knows that you don't get an oil change for at least 3-6 months.

  

  Business response

  03/23/2024

  This has been sent to the management team of the location to address.

  

  Business response

  03/30/2024

  I have spoken the guest regarding her concern and we have resolved the concern.   I have offered the guest a free oil change on a vehicle of their choice and provided my name/contact information for the service when they are ready for their next oil change.   

  Customer response

  04/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ********* *******
  

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took my truck into them to have my brakes redone. They had to redo them 4 times and still could not get them right. I have called to the regional manager numerous times, and he has not returned my calls. I had to go to ****** to have my brakes done correctly and have not had a problem since. I am requesting what I paid them since they were never able to fix my brakes. Date of transaction: Through the last 7 months- as I had to have them repaired the 4 times through those months Amount of transaction: $580 Fixed at ****** in January.

  

  Business response

  03/23/2024

  Please provide location that serviced was done so that it can be directed to the appropriate location.

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I asked to have my tire repaired at 7:30AM on 2/27. I was told it would be done in time for me to be to work at 9AM . At 8:15 I was given a list of work this location said my vehicle needed. The repair was not started. I declined all work presented. This location refused to repair my tire stating they were not allowed because the tread on the tire was too low. If that was the case, this should have been stated when I brought in the vehicle. This location put air in this tire on 2/26/24. I had to buy 2 new tires which I did not need to get my vehicle out of there. I was late for work. There are 2 charges on my bill that I was not told about and do not know,what they are. I want these refunded. I want a retraction of the statement that I declined tire repair. This location refused to repair the tire.

  

  Business response

  03/23/2024

  We would need the location the customer is referring to in order to investigate the concern. The repair quote or bill should have that information on it. Once we have that we can request a response to the complaint.

  Customer response

  04/01/2024

  Better Business Bureau:
  
  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, reasons for rejection are included below.
  

  I can not answer within the complaint the requested information.  The location in question is **** ******** ******* ********** *****. Thank you.
  Regards,
  
  **** *****
  

  

  Business response

  05/13/2024

  This has been sent to the Management of the location for review.

  

  Business response

  05/15/2024

  Good Morning,

   

  Here is the response from our Car Care management:

   

  Mileage: 74,743

   

  The tire was beyond serviceable limits.  2 Tires were recommended, Approved, Installed and Aligned.  Customer was given the option to air up the tire to get them to work and come back at a more convenient time.  Decided to complete during same visit.

   

  Customer arrived at 7:36am – Left at 8:55am    (1 Hour, 20 Minutes)

  Full inspection

  2 Tires

  Alignment

   

  Other Recommended work:

            Air Filter

            Cabin Filter   (Pictures of both included in electronic Inspection)

            Flush Cooling System  (Recommended by Mileage)

  
  
  

  ATTACHED:

  1.   Customer Signed and Initialed incoming paperwork.

  2.   Customer Signed and Initialed / Approved work to be completed.

  3.   Customer Signed and Initialed exit paperwork confirming all the work was completed.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my truck to this shop to get an intake manifold gasket replaced, they broke the EGR valve while working on the truck and when they showed me the broken part I noticed there was no coolant in the reservoir they had the truck running and it was bogging down. They made me pay for the EGR replacement and when I came to pick the truck up it had a check engine light and an airbag light on which were not there before. They also messed up a lot of wiring and there were both missing on the engine. The truck was blowing white smoke out the exhaust and I went to AutoZone and rented a hydrocarbon tester and it showed that the truck had a blown head gasket. I had previously done a hydrocarbon test on the truck less 1,000 miles before I took it to the shop and it did not have a blown head gasket before. When they had the truck running without coolant this would have caused that. The check engine light showed a bad coolant sensor and a bad cam position sensor. I brought the truck back I had not even drove it one mile and they tested it and said the head gasket was fine. The truck is still blowing white smoke. I got the truck back again and the check engine light was still on and the airbag light was still on. They sent one of their mechanics out to look at it and he admitted to breaking the coolant sensor. They called me back to pick up the truck again and they had fixed the coolant sensor but cam position sensor light and the airbag light are still on. The truck is still blowing white smoke. I contacted the regional manager and he was supposed to file a claim but I have not been able to get back in contact with them and they have not let me know anything about the claim. The reason I did the hydrocarbon test before I brought the truck to the mechanic shop was because I had just purchased it and wanted to make sure I was buying a good truck. I want my truck fixed

  

  Business response

  03/08/2024

  We will be sending this to insurance per or Facility manager. The member will receive contact from the insurance company.

  

  Business response

  03/08/2024

  We will be sending this to insurance per or Facility manager. The member will receive contact from the insurance company.

  

  Business response

  03/23/2024

  Once the claim is turned over to insurance the claim is in the hands of the insurance company, no longer AAA. We do not play a part in the determination of the case at that point.

  

  Business response

  03/23/2024

  Once the claim is turned over to insurance the claim is in the hands of the insurance company, no longer AAA. We do not play a part in the determination of the case at that point.

  Customer response

  03/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.  The entirety of the needed repair needs to be submitted to the insurance company. If the insurance company does not resolve the issue another solution will need to be met. My truck has now been sitting for 2 months and I would like it resolved immediately.
  
  Regards,
  
  ****** *******
  

  Customer response

  03/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.  The entirety of the needed repair needs to be submitted to the insurance company. If the insurance company does not resolve the issue another solution will need to be met. My truck has now been sitting for 2 months and I would like it resolved immediately.
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 01/08/24 I had Two cars towed to this location. Car1 blew up on the highway and had no idea what was wrong and Car2 was a suspected transmission leak because hood was smoking after being driven and car was over heating. Had a diagnostic done on both. Car1 they said was an engine problem and they refused to touch it so I now needed to figure out where I was going to get Car1 taken to. Car2 I was told that everything that needed to be done was mainly tire and joint maintenance and things of that nature but there was no leak and everything under the hood was fine. Also was told they test drove it TWICE and still no signs of any leak. Then I ask again and make sure the car is safe to drive and I’m told it’s safe to drive but they could not test drive because there was no gas in the car. But had already been told TWICE that it was test driven. Only thing that I had done was a battery put in Car2 which I was told would be 231.11$ because they wanted 1500$ to fix everything and I just didn’t have the money. so pick up #2 on 01/11/24 and the same day I now have a major gas leak and my car is smoking MORE than it was before And now the car is also having other issues and can no longer be driven. Had to make arrangements to move Car #1 some place else and then Go to pick up car number #1 on 01/28/24 and worker asks no questions or really says a word just hands me the key and I go to my car and I have a window busted out and I know that it had to be a worker. Items in my backseat were relocated to my trunk before the window was busted out. Only specific fuses were very cleanly removed from my vehicle. And the mechanism that holds my trunk closed was completely removed and sitting in my trunk. All four door locks were visibly up meaning the doors were unlocked. And you can’t reach any door handle or anything for that matter where the window was broken. They claim they aren’t responsible but I know they did it and it’s not the first time they have done this to someone.

  

  Business response

  02/16/2024

  I have called on 2/15 at 12:57pm and left a voicemail.  Waiting for return call.  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1-22-24. After having account for 17 years I was told they couldn’t close the account and refund my balance on account. I am 84 years old and not allowed to drive. They want to continue to charge my account and only provide minimum service. Was told it isn’t able to be closed. WHAT CAN BE DONE ABOUT THIS SITUATION. I no longer want the account and don’t want any more charges added to it. PLEASE HELP.

  

  Business response

  02/02/2024

  Dear BBB, 

  Per ***** ***** request we have set the membership to cancel at her September 1, 2024 expiration date. 

  Thank you, 

  Member Experience 

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  So on Oct.30 2023 I had my van towed to Bob sumeral in **** **** **** with starting problem they diagnosed it as faulty fuel pump so they replaced pump. Well they put the wrong pump in because they didn't go out and look at license plate and assuming it was my old van which was a **** ***** ******* **** but the van they had or I owened at that time was a **** ***** ******* **** in less than a month the same problem happened again so took it to them and they said they replaced the fuel pump that was for the other van so after 4 days they said it was done, so went and picked it up and ran fine for another month then same problem no start so took it back again and they said they would look at it, its been a week now and no call so called them and asked if it was fixed and they said yes so go up to pick up van and van won't start same problem stuck at the shop, no start. Don't know what to do help plz

  Customer response

  01/16/2024

  The consumer picked his vehicle up on 01/15/24. The business prepared and fixed the fuel pump.  The consumer considers the matter resolved.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩