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Complaint Details
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Initial Complaint
03/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I went to a *** shop on ***** Pike for a small leak of radiator fluid. The mechanic Dave said I had a warped head gasket, he recommends to use **** ***** so we go next door to auto zone and get the product. He puts it in my radiator pump and now I leave the shop with two problems. A small leak of radiator fluid, the issue was never found or resolved. And then now my heat stopped completely working. Dave claimed my leak was coming from radiator cap, when in fact it was not. On November 26th I took my car to my personal mechanic (Ethan) because of the original reason I went into *** (small leak of radiator fluid). Ethan finds out that the radiator fluid by the thermostat water outlet. Ethan fixes the issue so it does not leak anymore and then moves on to fixing the heat. He finds my thermostat is clogged with **** ****** changes thermostat. Ethan was able to get heat flowing again but only on the driver side. Ethan also made it clear that Dave (mechanicat *** shop) has incorrectly diagnosed my car as a blown head gasket. Ethan made it clear to me that i had no overheating issues. Now *** knew the circumstances at this point and they reimbursed me $ 84.95. Then since the heating issue continued I requested ***** Toyota to diagnose and resolve the issue. ***** Toyota did about 4 flushes and replaced my heating. *** then paid for this as well. All together they have already paid for same damages I am claiming now, which was all together 2055.49. The technician at ***** Toyota has also stated this was all clogged by **** ***** that Dave put in my vehicle. ***** Toyota is now recommending I get new engine, radiator, pump, thermostat, gasket, and heating core. There was never anything wrong with my engine and still isnt. They only recommend this due to **** ***** being clogged in everything.The issue went away for a few months and came back last week. Now *** Anna F********** (who poorly investigated my case). This should have been investigated back in December.Customer response
03/18/2022
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.\
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. My engine was fine when I went into *** shop, Mrs. F********** claims that there was an issue with my engine when I first arrived at the *** shop and there was nothing wrong with my engine. Yes, I made a statement regarding my engine and the condition it is in now. My engine is still drivable but that fact that **** ***** has cycled through the engine and the whole coolant system and will continue to clog if they were to replace just the heating core or thermostat; This is why ***** Toyota has recommended that we replace the engine as well as the whole coolant system so that they can be sure to not have a clog from **** ***** in the future. Since last time in December when *** paid for the repairs on my vehicle and replaced my heater core, three months later the heater core and everything that they replaced is clogged again from **** *****. Dave, their technician, incorrectly diagnosed my vehicle as a warped head gasket when I went into the *** shop, when in fact my engine did not have a warped head gasket nor any issue at all with my engine or my heat. The only reason ***** Toyota has Recommended replacing the engine with the whole coolant system is because of the **** ***** that Dave put into my vehicle. Anna F********** who was not around investigating when this all started back in November of 2021, which I feel should have been investigated back then. They have paid for damage due to the same issues I am filing a claim this time around. And now they want to deny my claim. Anna F********** claims that they paid 1,900 as a gesture of goodwill. (The Accurate balance that they paid was 2,055.49) The fact that she claims they paid that out of "good gesture" is just incongruous. *** paid for these damages because they knew that Dave had incorrectly diagnosed my vehicle and used a product that caused damage to my vehicle. I want my car back to the way it was before it came into that *** shop on November 23rd.
*SIDE NOTES*
-Anna F********** has claimed Dave did a block test on my car and he did not, all he did was put a regular funnel in my radiator. This is not a block test. He even went as far as grabbing the funnel you are supposed to use when you conducted a block test.
-Anna F********** claims my visit to my personal mechanic (Pre-Dates) my visit to *** shop, when in fact my visit with my personal mechanic was on November 26th, 2021 and my visit at the *** shop was November 23, 2021.
-The fact Dave (*** technician) was allowed to go next door to AutoZone to get **** ***** and then go back to *** shop to put this in my vehicle should be against store policy. (Even if I gave consent, mind you **** ***** was recommended by their technician (Dave), this is his specialty, not mine.)
-Anna F********** states that my engine had an issue when it came into the shop on November 23,2021, when in fact there was no issue with my engine.
-I went to the *** shop on November 23,2021 for a small puddle that was in my driveway in front of my car of radiator fluid.
-I walked out of the *** shop with the same problem I went in for (leak of radiator fluid) and plus another issue (No heat) because Dave put the **** ***** product in my vehicle.
- On November 26, 2021 Ethan my personal mechanic discovered the small leak found by the thermostat water outlet. Which is why I went to the *** mechanic shop on November 23, 2021. But instead walked away with more damage and still a leak.
-Anna F********** mentions how when I left the shop, I came back because I had ran something over and told Dave the sealer did not seem to help my issue. When in fact, I told Dave that now my heat is completely out and he reassured me that the heat would come back. And even went as far as getting into my driver seat and revved my engine (Petal to the floor) As a mechanic, he should know that this is not good for any vehicle.
-Anna F********** claims my vehicle has been to multiple repair facilities for a heating issue. This is a fact but only after Dave put the **** ***** in my vehicle, I recommended that I go to ***** Toyota because I did not want the one and only Technician Dave working on my vehicle since he is the one who caused the heating issue by using **** ***** and misdiagnosing my vehicle. Justin the old manager at *** shop back in December sent me to Bob Sumerel on ******** ***** for a second opinion who did a flush, and was unable to successfully fix the heating issue so I was sent back to ***** Toyota, where they replaced my heating core. I was only at multiple shops because *** sent me to Bob Sumerel.
- I went into the *** shop for a small leak of radiator fluid coming from somewhere. Not a Heating issue, as Anna F********** claims in her email that I went into *** because of a heating issue. This is inaccurate.
- Anna F********** and Dave both claim he did a block test with a spill free funnel, when in fact he only put a regular funnel in my radiator pump. This is not a Block Test. There was no Block Test performed.
- I have a text message from personal mechanic Ethan after visiting Dave at *** that my engine or vehicle showed no signs of overheating, head gasket issues. Also in invoice with ***** Toyota.
- ***** Toyota has stated that this is all clogged from that **** ***** that Dave put in my vehicle.
- I have a picture of the thermostat that my personal mechanic Ethan had to replace after Dave used the **** ***** product. That picture should give anyone who is confused an idea of what my engine and coolant system now looks like.
All of these notes are my rebuttals from Anna F**********'s email of inaccurate conclusions.
Regards,
****** *****
Business response
03/18/2022
We received Ms. *****’s complaint and allegation of damage to her 2016 Toyota Camry on Thursday, March 10, 2022. She has a coolant issue and has claimed we are the cause of her car not heating properly. Because of that allegation, we conducted an investigation that included a review of the emailed text message from her personal mechanic, along with the photo and video regarding the alleged damage that Ms. ***** supplied to Ms. F**********, plus the invoices and the estimate from the Toyota dealership. We have our technician statement and the two conversations between Ms. ***** and Anna F**********, our risk manager. We denied any liability for Ms. *****’s issue and did not replace her engine, which she has claimed has nothing wrong with it in both an email to, and a phone conversation with Ms. F********** and even in this complaint to the BBB.
We respectfully uphold our denial and realize this denial being upheld will not satisfy Ms. *****.Customer response
03/18/2022
Time stamps for visits with personal mechanic Ethan and Dave at ***. Dave November 23,2021 and Ethan on November 26,2021. These time stamps are from the details on both videos one of funnel that Dave put in my radiator and the other being Ethans discovery of the slow leak of radiator fluid. I resized both videos down to 1 second and it still is not allowing me to add the video attachments.
Regards, ****** *****Date Sent: 3/18/2022 12:00:00 AM Additional rebuttal statement
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.\
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. My engine was fine when I went into *** shop, Mrs. F********** claims that there was an issue with my engine when I first arrived at the *** shop and there was nothing wrong with my engine. Yes, I made a statement regarding my engine and the condition it is in now. My engine is still drivable but that fact that **** ***** has cycled through the engine and the whole coolant system and will continue to clog if they were to replace just the heating core or thermostat; This is why ***** Toyota has recommended that we replace the engine as well as the whole coolant system so that they can be sure to not have a clog from **** ***** in the future. Since last time in December when *** paid for the repairs on my vehicle and replaced my heater core, three months later the heater core and everything that they replaced is clogged again from **** *****. Dave, their technician, incorrectly diagnosed my vehicle as a warped head gasket when I went into the *** shop, when in fact my engine did not have a warped head gasket nor any issue at all with my engine or my heat. The only reason ***** Toyota has Recommended replacing the engine with the whole coolant system is because of the **** ***** that Dave put into my vehicle. Anna F********** who was not around investigating when this all started back in November of 2021, which I feel should have been investigated back then. They have paid for damage due to the same issues I am filing a claim this time around. And now they want to deny my claim. Anna F********** claims that they paid 1,900 as a gesture of goodwill. (The Accurate balance that they paid was 2,055.49) The fact that she claims they paid that out of "good gesture" is just incongruous. *** paid for these damages because they knew that Dave had incorrectly diagnosed my vehicle and used a product that caused damage to my vehicle. I want my car back to the way it was before it came into that *** shop on November 23rd.
*SIDE NOTES*
-Anna F********** has claimed Dave did a block test on my car and he did not, all he did was put a regular funnel in my radiator. This is not a block test. He even went as far as grabbing the funnel you are supposed to use when you conducted a block test.
-Anna F********** claims my visit to my personal mechanic (Pre-Dates) my visit to *** shop, when in fact my visit with my personal mechanic was on November 26th, 2021 and my visit at the *** shop was November 23, 2021.
-The fact Dave (*** technician) was allowed to go next door to AutoZone to get **** ***** and then go back to *** shop to put this in my vehicle should be against store policy. (Even if I gave consent, mind you **** ***** was recommended by their technician (Dave), this is his specialty, not mine.)
-Anna F********** states that my engine had an issue when it came into the shop on November 23,2021, when in fact there was no issue with my engine.
-I went to the *** shop on November 23,2021 for a small puddle that was in my driveway in front of my car of radiator fluid.
-I walked out of the *** shop with the same problem I went in for (leak of radiator fluid) and plus another issue (No heat) because Dave put the **** ***** product in my vehicle.
- On November 26, 2021 Ethan my personal mechanic discovered the small leak found by the thermostat water outlet. Which is why I went to the *** mechanic shop on November 23, 2021. But instead walked away with more damage and still a leak.
-Anna F********** mentions how when I left the shop, I came back because I had ran something over and told Dave the sealer did not seem to help my issue. When in fact, I told Dave that now my heat is completely out and he reassured me that the heat would come back. And even went as far as getting into my driver seat and revved my engine (Petal to the floor) As a mechanic, he should know that this is not good for any vehicle.
-Anna F********** claims my vehicle has been to multiple repair facilities for a heating issue. This is a fact but only after Dave put the **** ***** in my vehicle, I recommended that I go to ***** Toyota because I did not want the one and only Technician Dave working on my vehicle since he is the one who caused the heating issue by using **** ***** and misdiagnosing my vehicle. Justin the old manager at *** shop back in December sent me to Bob Sumerel on ******** ***** for a second opinion who did a flush, and was unable to successfully fix the heating issue so I was sent back to ***** Toyota, where they replaced my heating core. I was only at multiple shops because *** sent me to Bob Sumerel.
- I went into the *** shop for a small leak of radiator fluid coming from somewhere. Not a Heating issue, as Anna F********** claims in her email that I went into *** because of a heating issue. This is inaccurate.
- Anna F********** and Dave both claim he did a block test with a spill free funnel, when in fact he only put a regular funnel in my radiator pump. This is not a Block Test. There was no Block Test performed.
- I have a text message from personal mechanic Ethan after visiting Dave at *** that my engine or vehicle showed no signs of overheating, head gasket issues. Also in invoice with ***** Toyota.
- ***** Toyota has stated that this is all clogged from that **** ***** that Dave put in my vehicle.
- I have a picture of the thermostat that my personal mechanic Ethan had to replace after Dave used the **** ***** product. That picture should give anyone who is confused an idea of what my engine and coolant system now looks like.
All of these notes are my rebuttals from Anna F**********'s email of inaccurate conclusions.
Regards,
****** *****Business response
03/25/2022
We have reviewed Ms. *****’s rebuttal. The attachments she supplied you, Ms. ***** had sent to us during our initial investigation. We respectfully uphold the denial.Customer response
03/25/2022
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.
Regards,
****** *****Customer response
03/29/2022
I reject the companies response because there statement does not resolve my issue and they continue to respond with the same comment. The company is at fault for my cars damage. I will continue to fight this claim until things are resolved. Even after Anna F********** received some of the attachments through email, which is proof of my claim. She still denied my case. Where was this investigation by Anna F********** back in December 2021 when this all unfolded. Where is the respect from ***, when will they accept their responsibility and finish the job that their mechanic caused. This denial is absurd I would like some common sense and sympathy. I respectfully deny their inaccurate denial. Please let me know if there is anything else that I might need to add to the compliant. Thanks
****** *****
Business response
04/26/2022
We understand that Ms. ***** is unhappy with the results of our investigation and will remain unhappy. We respectfully stand by our denial.Customer response
04/27/2022
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.Now my heat completely stopped working, I would respectfully like to know how Anna F********** has come to her conclusion that the mechanic is not reliable for these damages?
I honestly do not understand why my heat can not at least be fixed by *** when their mechanic is the one who has caused this damage.
Can you please explain your conclusion?
Regards,
****** *****
Business response
05/02/2022
Dear BBB:
Thank you for the update. It was expected and doesn’t change our position that we uphold the denial.
Ms. ***** was given a detailed written explanation of the denial and as recently as last Thursday, Mrs. F********** spoke with her in depth again.
*** respectfully continues to deny her claim.
Anna F**********
********* **** ******* *** **** ******** **** ************Customer response
05/06/2022
Better Business Bureau:
Honestly, I continue to reply with my information. *** continues to reply back with no validation of not accepting my claim, meanwhile it was accepted back in December when they decided to pay for the same damage I am claiming now. And still no resolution, my heat has gone completely out.
If they do not respond back with a solution I do not want to hear back from them.
If I can be contacted by BBB via phone call to speak upon my next steps on what to do, this would be greatly appreciated.
Thanks, ****** *****
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.
Regards,
****** *****
Initial Complaint
02/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Unnecessary repair/faulty diagnosis Mechanic caused damage to a car while they were repairing it. 11/09/2021 - 11/17/2021 $4,700.00 This was to fix a loss of acceleration, they claimed to be from the transmission. Was told they did a flush of the brake fluid due to locking brakes after transmission work. Unclear what was done. Details not gave to me regarding that. After the work was said to be completed, the issue was not fixed. In addition driving home same day both front hub cap covers came off from not being re-installed correctly. They luckily did not damage other cars but were destroyed. 11/18/2021 - 11/23/2021 $715.01 They recommended also doing a complete brake job after previous work did not fix problem. Pads, Rotors, Calipers, and a flush. Car was still having some trouble accelerating, was told may need to be broken in. New brake and transmission "feeling". 1/24/2022 Brake system warning light came on so the car was taken to ******* Auto Center. They found both calipers to be loose and leaking fluid. The braking system was filled with power steering fluid. They preformed a flush with correct fluid and note that the master cylinder and all rubber hoses/seals may now need replaced. I believe the costly transmission work was not needed and the follow up work had malicious intent.Business response
03/08/2022
District Director, Enrique S has been in contact with the customer in efforts to resolve complaint.
Here is the contact information:
03/04/22: Called at 12:54 p.m., left voicemail
03/07/22: Guest called back said the vehicle is home and is running fine at this time. Guest stated that he took it to ******* Auto and they informed him that ‘somebody’ put power steering in place of brake fluid in this vehicle. I asked if he had an invoice from ******* Auto and he did send via email the ******* invoice stating what the guest was stating about power steering fluid being in the brake system.
3/7 at 4:25pm- I, District Director, ******* called Glenway Auto and spoke with SA “*****. **** stated that the tech could tell that was power steering fluid and not brake fluid and they did NOT send the fluid out for testing or analysis. I explained that it had been 1,756 miles since we serviced the vehicle originally. I also explained that if the bleeders were loose and he was losing fluid, that ‘someone’ must have been adding fluid and he said he would have to agree. He did say that he was NOT sure who did the last service nor did he tell the guest we did it but was confident that was power steering fluid. Again, without a chemical test on the fluid, we have no concrete way of knowing.
3/7/22: Called ****** ***** again to discuss my findings with Glenway Auto and left a voicemail and waiting on return call to try and resolve.
Business response
03/14/2022
District Direstor, Enrique S has made multiple attempts to speak with the customer and handle the alleged issue, but the customer has not returned the last 3 calls from the District Director handling the complaint.
Here is the correspondance and contact attempts made;
03/04/22:
Called at 12:54 p.m., left voicemail
03/07/22:Guest called back said the vehicle is home and is running fine at this time. Guest stated that he took it to Glenway Auto and they informed him that ‘somebody’ put power steering in place of brake fluid in this vehicle. I asked if he had an invoice from ******* Auto and he did send via email the Glenway invoice stating what the guest was stating about power steering fluid being in the brake system.
3/7 at 4:25pm :District Director, ******* called ******* Auto and spoke with SA “****”. **** stated that the tech could tell that was power steering fluid and not brake fluid and they did NOT send the fluid out for testing or analysis. I explained that it had been 1,756 miles since we serviced the vehicle originally. I also explained that if the bleeders were loose and he was losing fluid, that ‘someone’ must have been adding fluid and he said he would have to agree. He did say that he was NOT sure who did the last service nor did he tell the guest we did it but was confident that was power steering fluid. Again, without a chemical test on the fluid, we have no concrete way of knowing.
3/7/22:Called ****** ***** again to discuss my findings with ******* Auto and left a voicemail and waiting on return call to try and resolve.
3/8/22 @ 4:29 p.m.:****** and I spoke regarding the findings at Glenway Auto. I explained the almost 2K miles interval since we last had touched the vehicle in addition we were never notified after Glenway Auto inspected there was a possible concern from past services. I did as* ****** if he was experiencing any issues with the vehicle and he said ‘no’ that everything seems to be working fine at this time. I did offer to reimburse him his expenses from Glenway Auto ($300+/-) as a gesture of ‘Customer Satisfaction’ only. I explained that the other services rendered would not be eligible due to the mileage since service, that we were never notified, that no evidence of incorrect fluid was installed and all services are working correctly, customer confirmed. I asked ****** how he would like resolve his concern and he stated “I will call you back.” I replied ok and ensured he had my contact information.
03/10/22:Called guest at 2:21 p.m.. Left voicemail with contact information and requested a return phone call.
03/11/22:Called guest at 11:44 a.m.- Left voicemail with contact information and requested a return phone call.
03/12/22:Called guest at 10:15 a.m.- Left voicemail with contact information and requested a return phone call.
I have not heard back from the guest after three consecutive days of attempting to contact.
The organization will not make any further attempts to contact the customer.
Customer response
03/21/2022
The unnecessary repair/ faulty diagnosis was disregarded, that was $4,700 and the main issue.
There was no other work done to the brakes between shops.
The wrong fluid was added at Bob Sumerel which is extremely negligent if not malicious.
Everything appearing to work in the brake system currently, disregards the large potential future work should the entire brake system need repaired. As well as the initial cost and follow up work done.
I would prefer contact via email. Not phone calls. Thank you.
Initial Complaint
01/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
11/5/2021. i had the oil changed in my wifes 2015 kia sorento, and on 12/27/2021, the oil drain plug fell out and the engine seized up. the drain plug would not have fallen out if it was properly torqued. an new engine would have cost me 2500.00 dollars, we ended up buying another car and only got 500.00 trade in as the engine is no good. i talked to the manager and he said he could not do anything to help him me as it had to many miles, which was a lie, she only drove 50 miles round trip to work, and there is no way it had too many miles. he said we had put 10,000 miles on it in a month, there is no way. i think i should be reumbursed for the oil change and cost of the motorBusiness response
02/02/2022
the vehicle was in our location 11/2/2021 for an oil change. (mileage 132,703) approximately two months later we were contacted by the customer stating the drainplug fell out and caused catastrophic engine failure. a drain plug not tightened properly will work loose within a few miles and fall out. (a day or so at the most). the vehicle was driven for nearly two month before the plug became missing. AAA/BSTS cannot be held liable for this situation. we have no information if the vehicle may have hit debris on the road or if someone may have tampered with the plug. We respectfully decline any refunds. Respectfully, Troy A. District Director AAA Club AllianceInitial Complaint
11/27/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Black friday 11/26/2021 **** Bob sumerel is lying to customers and scamming with their discount pricing. They are pushing aforcing customers to take the buy 3 get 1 tire deal (160 savings) and they are lying and claiming the BF deal is a lesser value (it is not) the BF deal is a 208 value. **** location is the falsely telling customers the BF coupon is not the best deal. Refusal to give customers the advertised deal. Other location quoted the exact same deal and had no issue satisfying the deal as the best value. **** location is lying to customers and saying that the buy 3 get one is the best price, it is not, the Black friday featured deal is. Even after persistent requests for the Black friday pricing. Scott (**** manager) refused to supply the itemized pricing discount and lied saying it wasnt as good of a deal. They are scamming every customer on the busiest shopping day of the year. Where you have to have an appointment and if the customer walks, they lose completely because other tire places are also already all booked up. This is complete bait and switch scam tactics. When called on their lies. They refuse to explain themselves or make further contact to resolve the issue. The regional management refuses to return a call to resolve the price. Nor will anyone provide contact information for escalation. See attachments. Same codes for the same services were provided to both locations and the **** location lied claiming the BF code was not a better deal. All AAA locations are accepting the same *********** code. Scott just lied and refused to show the itemized discount. AAA **** location is scamming customers.Business response
11/30/2021
District Director spoke with guest on 11/27 at 4:38pm and advised I would look into on Monday 11/29. Director contacted guest again at 1:27pm, and could not leave message because the mailbox was full. Director spoke with guest at 2:31pm on 11/29 and agreed to resolve by issuing the guest a $100 credit toward their purchase. Initial quote had a variance of -28.04 from one location to another. The customer decided they do not want the Premium Installation package so an additional $40 was refunded as well and with the AAA Member discount equaled $87.00 credit. Director agreed to round up to $100 in a refund amount for guest satisfaction and retention efforts. Guest was satisfied with the $100 credit amount and issue is resolved.Initial Complaint
11/22/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I took my car to Bob Sumerel in **********, ******** to have a new battery installed. Their technician installed a battery for my **** *** ****** ***.I left for a long trip and during the trip I noticed the air coming from the vents was hot on one side and cool on the other. Sometimes there was nothing but hot air. The dash seemed hot as well. I knew something was not right so I had it towed to **** ***** **** in *** ****** **. The staff their talked with Travis at Bob Sumerel AAA tired in **********, **. Travis thought the car had not been calibrated after the battery was installed. **** ***** did not have the equipment to do this so I took the car to **** ********* in **** ****** **. Now the important thing to remember is that it worked fine prior to the battery install. I knew something had either not been done to recalibrate the air conditioning after the battery install or something was damaged. I talked with Travis and the staff at **** ********* explaining what I suspected. After several days of not have a car (since we arrived in ******* on the 7th of November) Dyer fixed the car. The actual bill for this is as follows: 1207.52. Invoice number ******. Breakdown is as follows: 965.12 for labor; 114.51 actuator;13.38 for 2 battery pkg;114.51 for another actuator. Total was apparently not what Travis thought it would be and said Regional Mgr would have to review. He called me back and stated they weren't covering these costs. He stated Regional Mgr. would call me. Neither the Regional Mgr nor anyone else from Bob Sumerel AAA in ********** ** has taken responsibility. I told Travis that had his technician done the calibration he would have known if the air worked or not. It is obvious he did not do the calibration. Travis initially stated they would pay for that service. Interesting is that Travis is not allowed to give me any names or phone numbers of the Regional Mgr, etc. It is a sorry game. I am asking for assistance.Business response
11/23/2021
The manager of the ********** Store confirmed there was no calibration that was needed or required for this vehicle. he spoke with the repair facility in ******* and they stated "in no way did us putting in a battery cause this issue" Travis communicated to the customer our findings. .The incident is unfortunate but in no way is AAA/BSTS liable in any way. Respectfully, Troy C**.Customer response
11/28/2021
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.
Regards,
******** *****
Customer response
11/29/2021
I submitted my complaint.bob sumeral in ********** ** is avoiding taking responsibility for this claim.
They said a regional mgr would look into this and call me back.
The unsettling issues is I took a fully operational car into them and came out with no air conditioning. Even my battery was working but because the amps were at 400 and it was the original I had them replace it.i really don't care about who Travis talked to because the instructions for this GMC said after battery is replaced the air conditioning should be recalibrated.
He is trying to water down the situation and thinks I can be intimidated.no one from his organization is stepping up to take responsibility.
What can be done? I feel they need to reimburse me 80% of the $1200.00. And I would like the response to be from some in upper management. Thank you.Business response
11/29/2021
From all information gathered, installing a battery, does not require the A/C to be recalibrated. this was verified thru the dealership. The unfortunate circumstance of your air conditioning failing is in no part the fault of AAA/BSTS. We consider this matter closed. Respectfully, Troy A C** District Director.Customer response
11/30/2021
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.
Regards,
******** *****
Customer response
12/07/2021
I have said everything regarding my case.yrsbis are Bob sumeral was willing to reimburse for recalibration so he took the liberty of stepping forward to legitimate my claimI would appreciate bb bureau tackle this issue.i believe corporate wants t dent responsibility so they can walk awayThey know they have liability.Your form did not allow me to respond I got the diamond with an explanation mark.Please adviseBusiness response
12/10/2021
Again, we installed a battery and there was no need of recalibration (dealer verification). the actuators failing has nothing to do with our installation of said battery. AAA/BSTS has no liability in the matter of the a/c repair. respectfully, Troy A. C**.Customer response
12/17/2021
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.ammy, these are the bills I paid to have my ****** restored to an operating air conditioning system.
I am sure that Bob sumeral does not want to take responsibility.i have been a aaa member for 32 years.i went there because they had the AAA logo.travis, the intake person at Bob sumeral understood my dilemma.i explained I went to take five to get an oil change.my car was working fine at that point.afyer the oil change they did an antifreeze change.then my car would not start.so the staff at take five jumped my car
Because we were leaving the next morning for ******* I thought perhaps there was an issue with the battery.
I took the car to ********** Bob sumeral.now my car had air conditioning and it was working fine.
After Bob sumeral installed the new battery u pulled out without any thoughts of another problem.
The next morning we leave for ******* and our defogger does not work.the air conditioning initially blew hot air out of the driver's side and some what cool air out of passengers side.u looked it up on the internet, by *** ****** **** and other people said their air conditioning needed to be recalibrated after the battery install
I kept trying to get it to work on our way to ***the dash became hot and I had it towed to **** ***** for repair.travis at Bob sumeral told them it needed to be recalibrated.**** ***** did not have the equipment to do that so I was refered to **** ****.the bills attached are for the expenses.
I can't prove who is right only that Travis did tell **** ***** that it needed to be recalibrated.travis did say that they would own that expense
Whatever triggered my air conditioning to go out had something to do with the way this electrical system was alerted as the battery was changed.
I hope Bob sumeral AAA will step up and offer to settle on eighty percent of the bill.
People like me the nk the staff at these places are trained to work on electric vehicles.
Whatever can be done is appreciated.
Thx ###-###-#### (REF: Pic ****)*** ****** *****
https://www.acadiaforum.net/
forums/ please read article in forum regarding battery issues that affect air conditioning.pat ertelAfter changing battery and alternator, AC is blowing hot air | *** ****** *****:
This article repeats what I have said all along on the battery install.pat ertel
Regards,
******** *****
Business response
12/17/2021
AAA/Bob Sumerel Tire and Service has no liability to the aforementioned issue. we installed a battery, and verified thru the dealer ship that the vehicle did not need to be recalibrated nor did we do anything which could cause the issue with the A/C. we consider this matter closed. Respectfully, Troy A. C** District DirectorCustomer response
12/20/2021
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.
Regards,
******** *****
Initial Complaint
10/05/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
see Attached documentSeptember 21, 2021
Better Business Bureau
1-East 4th Street, Suite 100
Cincinnati, Ohio 45202
Fax513-631-0907/Telephone/513421-3015
Dear Ms. Gail Sherman
As per your request, this letter comes to you to report that I took my 2001 ******* **** car to the Bob Sumerel Tire & Service store on 5362 Ridge Road, Cincinnati, Ohio ***** for a front end alignment. The mechanic put my car on the rack and then all of a sudden he broke my tire rod. I told him, I did not come to the shop for a Tire Rod service, I told him to put my Tire Rod back together and the mechanic told me he could not put it back together and I would have to get the car towed away off the lot. I then told him to put it back together to drive my car off the lot. I had another mechanic check out the work done by Bob Sumerel Tire & Service and he told me the mechanic at the Bob Sumerel shop did not tighten the Tire Rods and they did not give men a wheel alignment, however I was charged for a service I did not request $89.00. Then I took my car to the Bob Sumerel at_3998 Redbank Road Cincinnati, Ohio 45227, and they put my car on the rack and I was told by that mechanic there was no way the other Bob Sumerel on Ridge could not have given me a wheel alignment with all the required parts needed to be replaced??? I have been requesting a refund for the wheel alignment from the Ridge shop for the services I did not request!! No one wants to comply, this prompted me to seek help and assistance from the Better Business Bureau. (They only suggested to give a FREE Wheel Alignment), how could this be a free wheel alignment when I was charged for a wheel alignment of $89.00 for a service I did not request in the first place. At this time I do not want the Bob Sumerel services, this cost me $442.71 for all these services and it shows a alignment I paid for and I did not request this service. (See Attached Bill).
I look forward to hearing from you soon.
Sincerely,
***** ****
* ****** *****
**** ****** ******
Cincinnati, Ohio *****
**************Business response
10/05/2021
we will be happy to refund the alignment monies to the customer. i can have the acting store manager reach out and facilitate the exchange. respectfully, Troy A. C** District Director AAA/BSTSCustomer response
10/18/2021
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.
Regards,
****** *****Customer called BBB 10/18/21 and stated he has not received a refund.
Business response
10/18/2021
The store manager reached out and ask the customer to come in for a full refund 89.00. the customer stated he would be in within the week but never showed (week of Oct. 5th). upon receiving the complaint today, the manager once again reached out. the customer stated he wanted cash back (we cannot refund cash, credit card refund or check on .. company policy). the manager asked the customer to come in once again for the credit card refund. customer stated he would be in.
repsectfully,
Troy A. C**
Customer response
10/19/2021
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.Please see attached rebuttal statement.
Regards,
****** *****October 11,2021
BBB
1-E 4th Street, Suite 600
Cincinnati, Ohio 45202
Attn: Tammy Beck
Dear Ms. Beck,
This letter comes to you to respond to the letter I received from your regarding my first letter. On 6/29/2021 I went to Bob Sumerel at 5362 Ridge Road Cincinnati, Ohio ***** (###-###-####) to get a Wheel Alignment, however the mechanic broke my tire rod. I didn't go down there to get that type of service and it costed me $442.00 dollars and they told me there was no way they could give me a Wheel Alignment due to there were many parts faulty and needed to be replaced: Ball Joints, Idler Arm, Tire Rods, Upper and lower Bushings, Sway Bar Coupler, however there was no way they could have given me a Wheel Alignment with those many parts not being replaced. I just want a refund for the Wheel Alignment for a job not completed. The Mechanic broke my Tire Rod in order to take money from me for a job not done and they did not tighten down the Tire Rods, however, this was a incomplete job. I want them to refund monies due to me for a Wheel Alignment they did not do, and they have not tried to reach out to me for any type of refund.
Thank you for cooperation in this matter.
Sincerely,
****** *****
****** *****
**** ****** ******* **** **
Cincinnati, Ohio *****
(###-###-####)
Customer response
10/19/2021
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.Per customer phone call. I received my money back from the business.
Thank you,
****** *****
Initial Complaint
09/25/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Car was brought to the Colerain location 05/03/2021 to be evaluated. I as advised that I need a new power steering pump and tires. Continued to have problems with both for the next 2 months. The car was brought back 4 times only to be told that I needed more repairs related to the pump and tires. After getting another opinion, I was advised that someone had to have tried as hard as humanly possible to install the pump and hoses incorrectly. After a week and several phone calls, emails, and social media post I was finally given an email address. Several days after send two email correspondence I received a call from Enrique S******, who identified himself as the District Director.He advised him that this experience prompted me check my receipts from prior repairs, which showed there was no way the car needed tires.He advised me that he could only reimburse me for repairs and not the tires that were sold to me under false pretenses. I've yet to receive the promised reimbursement.Business response
10/05/2021
The District Director, Enrique S******, contacted guest and discussed their concerns regarding their visit to our Colerain location. A refund for the power steering pump service that had to be re-done at another automotive repair facility, including refund from AAA power steering related items has been processed and mailed to the guest home address. Mr. ***** was 100% satisfied with the final outcome and resolution and apologized again for the issues at our Colerain location. Mr. ***** also has the District Director cell phone and email address if there are any concerns or future services needed.Customer response
10/05/2021
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.Mr. S****** failed to address my concerns regarding the tires that were sold to me under false pretenses. I offered the return the tires, but he advised that he couldn't now resell them, which isn't my concern. I expressed to him that have no desire to do business with Bob Sumerel going forward, but I'm required to take the car there every 5,000 miles in order for the to honor the road hazard guarantee. I would like to purchase tires elsewhere.
Regards,
******* *****
Business response
10/09/2021
Mr. ***** was refunded an additional $656.96 for his four tire purchase and road hazard policy. Guest is completely satisfied with final resolution. Mr. ***** also has the District Director, contact number and email address if there are any additional concerns. A check has been requested for guest with an expected arrival date of 10/12/21. Check normally arrives via US Mail and typically arrives in 7-10 business days.Customer response
10/17/2021
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,
******* *****
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Contact Information
Customer Complaints Summary
52 total complaints in the last 3 years.
18 complaints closed in the last 12 months.