ComplaintsforSampson's Automotive, LLC

• Initial Complaint

  04/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The stores manager and staff declined to discuss the cost of replacing tires and oil change before they fixed my car. I asked them twice; the first time when I was in-store and the second time I called them via phone. The guy who answered the phone told me that he does not have the information now and someone call me tomorrow. He declined to answer further questions and hung up the phone in 11 seconds. Next day, a man called me when everything was done. They gave me a receipt and asked me to pay. The problem is that they were not transparent about the price at all before they started, even if I asked twice. My car was not drivable and I had no choice but left the car there. They did not me know the price and just asked me to pay whatever price they asked for. Additionally, the oil change price was significantly higher than the car dealer and Midas, the National chain stores. I sincerely feel they charge me more due to my language (non-native speaker), race (Asian) and gender (woman). They thought I did not know anything about the cost of repair and oil change and tricked my for a higher price. Also, the manager of the store *** was hard to discuss with. He declined to answer questions and always talked my irrelevant topics.

  

  Business response

  05/01/2023

  To whom it may concern,

  Attached is a copy of the completed invoice that shows service was completed in timely manner at fair/competitive costs. When the customer first arrived with no appointment for service it was due to both passenger side tires being damaged {tires where blown out}. This was at the end of our day however our staff began quickly assessing the damages and determining if we had replacement tires in stock for the customer. The customer was in an extreme rush to leave our repair facility in an Uber. Scope of repairs was verbalized to the customer at time of drop off. Contrary to the customer's concern that no explanation was given, this is completely false. Every attempt to further explain the condition of the car and the pricing of replacement components/services was met with nothing but resistance and the notion that they were being "ripped off". I am confident that our long standing relationship with the BBB will continue to reflect the high importance we place on customer experience and transparency. Accusations that we were acting in a predatory manner due to the customers, race, gender or first language is absolutely baseless and completely unfair. Again, please review the attached invoice {signed by customer} in considerations of your response. Please let me know if you require any further information or clarification.  Thank you.

   

  -*************************** {General Manager}

  ********* Automotive LLC

  2544 ******************

  West Kingston, ** 02892

  ************

  Customer response

  05/01/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Dear Better Business Bureaus staff, 

  Thank you so much for taking the time to read this letter. Overall, ********* Automotive non-transparent behaviors have resulted in a financial loss of $206.95 (charged me for the services, such as alignment, mount, or balance fees that I did NOT request), plus $20-$40 (charged significantly higher cost than Mini ****** dealer and local auto stores for the oil change), and mental health issues (depression, high blood pressure, and emotional burnout). The store intentionally avoided discussing costs and services with the customer before they finished them. They forced the customer to pay the price they requested (no pay, no car). 
  
  I will explain why the store's behaviors violated BBB's Standards for Trust, then the timeline of the interactions between ********* Automotive LLC and me and the results of their inappropriate behaviors. 
  
  ********* Automotive LLC's behavior has violated the BBB's Standards for Trust, including but not limited to Build Trust, Tell the Truth, Be Transparent, Honor Promises, and Embody Integrity. Here is the additional information: 

  First of all, before they finally finished fixing the car, I did not hear back from anyone about the cost of the services. I asked twice, both in person and via phone. They did not try to build trust between the customer and the store. 
  Second, before I left the store, I told the store manager, ***, that I only needed them to do the oil change and replace the two tires. Without my verbal and written consent/permission, they added additional services that I did NOT request. If they believed the additional services were essential for fixing my car, they should contact me and reach an agreement with me. Their non-transparent behaviors of not telling the customer about the cost violated ********************'s Standards of  Tell the Truth and Be Transparent. 
  Third, in the phone call on April 28, the store manager *** continuously stated it is necessary to do alignment when replacing the tires. However, that's not the truth. I went to ****************** to replace the four tires on November 2022. As you can see in the attached receipt, no alignment, mount, or balance fees were included. If *********************** felt these services were important, should they get consent from the customer (both the extra service items and the costs) BEFORE starting the services? They ONLY told me after everything was done and forced me to pay the full price without further negotiation or discussion. These behaviors violated BBB's Standards of "Tell the Truth, Be Transparent, Honor Promises, and Embody Integrity." 
  Fourth, I saw the store's reviews on ****** Maps. Many customers said the store offers a fair price for the services. Why did they charge me for such a high price? For the oil change, they charged me $117.97 before tax ($71.51 for synthetic oil+$28.9 Oil filter+$11 ********************** and Filter Change + $1.61 Drain plug seal +$4.95 brake & parts cleaner). ** the attachment, you can find the oil change costs in ************, ranging from $41.95 to $99. It is widely known that the dealer charges higher prices for auto services. Mini ****** *******, ************'s oil change cost ranges from $75 to $99 per year, significantly lower than ********* Automotive. ********* charge was *****% to *****% higher than the local dealer's. Is the high cost reasonable? Does the store violate BBB's principles of Tell the Truth and Honor Promises? 
  Fifth, I wonder whether ********* Automotive has practiced these non-transparent behaviors for many years. The store did not discuss the cost with the customer before everything was done, and charged the customer for the services they did not request. If they did that for many years, it is my responsibility as a local resident to report this inappropriate behavior to BBB. If they did not do it to other customers, why did they treat me this way? Is it because of my identity (young ***** woman, non-native speaker)? 
  Sixth, to save three parties' time, ********* Automotive should stop wasting our time by continuously blaming the customer for no appointment and leaving the store in a hurry. I called the store at 1:50 pm on April 27, 2023, before I visited the store, and I thought that was an appointment. The store warmly welcomed me when I arrived the store and did not say they did not provide services to the people with no appointment. If the store did not want to offer the service to me, the store should decline me when I dropped off my car. If the store wanted to charge a higher cost due to my "no appointment," the staff should transparently tell me via phone or in-store. No one mentioned that. Additionally, I left the store quickly due to my work schedule, but I CALLED the store afterward and wanted to discuss the cost with the staff. Overall, so-called "no appointment" and leaving the store quickly have NO RELATIONSHIP with the non-transparent business manner and charging for a higher cost. 
  
  Timeline (see the attached supporting document): 
  April 27, 2023, at 1:50 pm: I called ********* Automotive via phone and asked if they have tires for Mini Copper 2015 available. The man who answered the phone asked, "What kind?" I said, "I have no idea." The man said, "I need to see your car first. "I said, "Okay, thanks. Will be there." I thought that was the appointment. 
  April 27, 2023, around 3:20-ish pm to 3:33 pm: I dropped off my car at *********, and the staff warmly welcomed me. They did not mention that they did not accept the no-appointment visit. Instead, they told me they would fix my car later today or the first thing to do tomorrow. 
  When I was in the store, I asked the man sitting in front of a computer how much it cost for the oil change. He said, "I need to check it out on the computer." At that time, the store had NO OTHER customers, but the man did not help me check the price on the computer, while actually, he was actually sitting in front of the computer!! More importantly, an oil change is a common service in auto stores. Why did he not know the cost? I felt very skeptical about that. 
  ********* Automotive has a security camera in that area. They can find out if what I said is correct. 
  April 27, 2023, at 4:51 pm: After I left the store, I called ********* Automotive again and asked how much it would cost for the services. The man who answered the phone said, I have no information, and we will contact you tomorrow. 
  April 28, 2023, at 2:07 pm: I got a phone call from ********* Automotive saying my car is all set and I can pick up the car before 5:30 pm. I asked for the cost, and the store manager told me $744. I also found that the store charged me for many services I did not request (alignment, mount, or balance fees $206.95). That was the FIRST TIME the store told me the cost of the services. Before this moment, NO STAFF told me the estimated cost either in person or via phone, even though I tried to ask them twice; they always avoided to tell me. 
  April 28, 2023, about 3:30-ish pm: I went to the store and wanted to hear why they charged me for the high cost. The store manager did not want to further discuss this with me and said, "No pay, no car." Due to the intense atmosphere in the store (all the five tall White men standing in front of me angrily), I had no choice but paid the cost. 
  

  Last but not least, due to ********* Automotive's unfriendly behavior, unfair treatment, discriminatory prices, and abusive language, I have suffered from severe depression, high blood pressure, and emotional burnout. I cried constantly, could not fall asleep at night, and had no energy for work during the day. I need to see a therapist to heal my mental health issues. 
  
  Dear BBB staff, can I still trust the world? Can I still love the world? Why are minority women like me so hard to live in society for fair treatment (e.g., transparent price, the same price as the others)? Why do I need to work so hard to price the higher charges than others? Will the BBB protect fairness and justice for minority women like me?
  
  Thank you so much for reading the long letter. I hope you have a great week. 
  
  Best regards,
  *******************
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business response

  05/05/2023

  To Whom is reviewing this case,
  I again have attached a copy of the completed invoice along with payment receipt both signed by the customer at time of vehicle delivery. Also attached is a copy of the alignment report which the customer also has a copy of that shows without doubt that an alignment was 100% necessary to ensure the vehicle was delivered in a safe and reliable manner to the customer. The alignment service was explained at length to the customer several times as well as explained to the gentleman she brought with her seemingly in preparation for conflict. The customer in this case was charged fair market pricing for goods sold {below stated MSRP for the installed tires} and all other services are menu priced and charged to the same extent to all customers.

  
  The accusations made by the customer of being treated unfairly or differently based upon gender, race or ANY other factor is absolutely false and frankly a disgusting attempt to berate our staff and get their way. Again, I am confident that our long standing and excellent history and reputation with the BBB will hold water in this case. We happily and continually serve ALL members of our surrounding community no matter their walk of life with absolute honestly, integrity and confidence that they are receiving our best every time a vehicle is brought to our facility.
  When the customer was leaving our facility after refusing to be anything but argumentative while services were being explained they left in haste while yelling accusations; "good bye liars" I believe were the words used. At the end of the day this service was completed within a more than reasonable time frame and at fair pricing that is no different than any customer would receive at any time. It is of no matter what other repair facilities or establishments charge for engine oil and filter services, this has no bearing on our business and what we charge for time, materials, etc. 

  
  In final I would like to say again that the customer's accusations of "discriminatory" prices and "unfair treatment" is completely untrue and is being stated with absolutely zero merit. I also do find it hard to fathom that one could spiral into such a depression after only hours past this event. I refuse to be called anything that suggests unfair or poor treatment of an individual based on any of the following; race, gender, language, knowledge of automotive services, etc. This is a serious accusation and again is without merit or logic. I invite the BBB to contact at random any customer and question there experience with our business.

  
  This will be our final response on this matter. We appreciate the BBB and their continued work with our business and others alike. Thank you for you time and consideration in this matter. 

  Customer response

  05/08/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Dear BBB staff,

  Once again, the auto repair store practiced non-transparent pricing/items and unethical behaviors before started fixing my car, which cannot be tolerated.

  Best regards,

  Ying

   

  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

*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. ↩