H & R Auto Radio Service, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
This is a complete lieThere were no dings on the car when I dropped it offThe tire was not rubbing the fender when I dropped the car offIf so the tire I would have imagine would blow out years agoThis is a complete lie from H&RMy insurance company has been contacted and is going after the insurance of H&R for the damagesEveryone who has looked at the car, body shops and insurance adjusters said the damage had to have been caused by the negligence of H&RI have been with out a car for months now and have been spending a lot of time with this issue that I should not have had toI have a $deductible that I should not have to pay because this issue happened because of the careless acts of H&R and I will not settle until all damages are paid in full from H&R radio.
Regards,
*** ***

October 29, 2015To whom it concerns,This is in response to a complaint filed against H& RWe did schedule the customer's car to checkout his vehicleThe customer contacted us on different occasions to schedule the work and review what he wanted checked and/or diagnosedWhen the customer
dropped off the car we had the details of the situation already set up in our scheduling systemWe checked in the customer's keysWe pulled the car into our garage in the late morningThe work we did was not labor intensive but took Some time because we did a couple drain tests and load test on the system to diagnose where the problem was coming from and confirm what was taking place in the vehicle and with the Security SystemThe vehicle sat in the same spot the entire time it was in our garageThe vehicle was not taken for a joy ride like the customer insinuates in their complaintThere was no reason to test drive the vehicle based on what We were checking for the customerThe vehicle was looked at throughout the afternoon to confirm what we diagnosedWhen we were finished with vehicle we backed the vehicle out of our garagefeet outside our garage the side of the driver's side rear tire blew outThe blow out was not due to any negligent activity or lack of care on H&R's partThere was nothing run over like a nail or screw on our propertyThe vehicle was left where the tire blew So we could show the customer what happenedIt is understandable that the customer is upset would be tooBut, our position on this situation is that Something was either defective on this tire or the wear tear that previously existed on this tire caused the side wall to blow outThe suspension on this vehicle was extremely low and both rear tires had wear on them from rubbing the rear fender when drivingThe damage on the rear fender the customer is referring to is on the under lip of the fender in the wheel and the spots had rust on them (rust being evident typically means the damage has been there for some time)We took pictures as well and I can forward them to youAgain, understand the customer being upset but I was never rude and disrespectful to the customerI did wait until 5:PM for the customer to returnThat was about minutes after the customer leftI had no idea what time the customer would return to get his vehicle so I did leaveWe did not abandon the carI did speak to the customer's father on the phone the following morningHe inquired what we were going to do about the carI communicated to him our position on the vehicle and the situationAgain, he was not happy with H&R's position, which I can appreciate, but I explained to him that there was nothing negligent that we did that would cause a tire blow like thisThe side of the tire blew out and the underside of the fender was previously damged and the wear marks on the side of the tire show thatAttached are pictures of the tire and fender.If you have any questions please email me back or callSincerely,Stephen H.Director of Operations/Partner

To Whom this Concerns:
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H & R did do work on *** ***’s car on 2/4/2014. We removed a defective amplifier from his
vehicle on 1/30/14. He came back to us
on 2/4/to have it reinstalled. We did
schedule him to come in around 11:am, per his request, but he was told that
we are in the middle of busy season and since we were dealing with a lot of bad
weather that week; it had created even longer wait times because of having to
reschedule other customers. ***’s
car did not get worked on immediately because we had other vehicles in our
garage when he dropped his car off. His
car was pulled in the garage around 12:and we did the necessary work to his
car. The work completed takes about
to minutes. While doing the work, we
do have to keep the car doors open so we can access the different areas of the
vehicle to install the components properly.
As we were getting to the completion of our work the customer’s car
would not start. We do have the
necessary equipment and testers in our service facility to check the battery
levels in this case. We see this
situation frequently on customer vehicles.
***’s battery was showing low voltages, which typically means that
the battery life is starting to weaken.
***’s stated his car started fine that morning which is likely but
when we have to work on vehicles the extra load on the battery from the doors
being open and the stereo system running so we can do our job and verify proper
functionality of the system it will drain a weaker battery. We have a battery charge in house that we
will use to recharge the customer battery.
We do notify the customer that the battery drained and let them know
what the voltage readings were and that we recharged it. *** asked how it drained and we
explained it to him and my technician also added that in the cold weather
battery do get more strained and then normal.
*** mentioned that it was an unseasonably warm day when he
came. It was degrees when he came
in. When we did charge the battery we
did not have to move anything in the engine compartment. The battery terminals are accessible as soon
as you lift the hood of the car. All we
did connect the terminal to the charger the same way you jump start a car. Please note also that the customer vehicle is
years oldIt is a *** ***. It
is not our place to critique the condition of a customers car but this car is
very old and is not well taken care of for exthere was heavy dust, dirt and
ashes all over the interior and the drivers seat is rotted down to the foam
cushion under the seat fabric. The
exterior of the car has faded paint and a lot of wear tear that is visible
We did do work on his vehicle about to months ago in
which we installed a radio he purchased from us and speakers and an amplifier
he provide to us to install. We did
inform him a head of time that the product he gave us to install was several
years old and that it may not sound that good but he did not want to spend more
money to buy newer parts because all he wanted is some sound for his car. Well, the end result is he was not happy and
at that time said we broke his dash panel.
He pointed out a hairline crack on the panel that he said we did. There or other stress cracks on the same
panel assembly but he said they were already there. At this point we decide to give him free set
of speaker to compensate for his concern of the dash panelOur intentions were
to satisfy a customer and try our best to make the situation right eventhough
we felt the request of the customer was a little unreasonable. Please keep in mind again that this customer’s
car is years old and not well kept.
It is not our position to critique a customer’s car but in this case I
feel a need to point it out.
At this point we do not feel the customer is entitled to a
refund or further damages he is claiming.
We provide a service to remove and reinstall his amplifier. We did not sell the amplifier to the customer;
he purchased it at another business. We
can not be liable for faulty product if we do not sell it.
If you have any questions in reference to my response please call me at ###-###-#### or email at ***
Sincerely,
*** ***

Based on the facts of this situation and based on the way this situation has evolved, it has been handed off to our insurance company. It is our understanding that our insurance company has analyzed all the information and pictures provided in reference to the vehicle. The insurance company has determined that they will not accept any financial responsibility. We cannot comment any further because it was a decision made by our insurance company not H & R
Sincerely,
H & R Auto radio Service Ownership

Based on the facts of this situation and based on the way this situation has evolved, it has been handed off to our insurance company.  It is our understanding that our insurance company has analyzed all the information and pictures provided in reference to the vehicle.  The insurance company has determined that they will not accept any financial responsibility.  We cannot comment any further because it was a decision made by our insurance company not H & R. Sincerely, H & R Auto radio Service Ownership

October 29, 2015To whom it concerns,
This is in response to a complaint filed against H& R. We did schedule the customer's car to checkout his vehicle. The customer contacted us on 2 different occasions to schedule the work and review what he wanted checked and/or diagnosed....

When the customer dropped off the car we had the details of the situation already set up in our scheduling system. We checked in the customer's keys. We pulled the car into our garage in the late morning. The work we did was not labor intensive but took Some time because we did a couple drain tests and load test on the system to diagnose where the problem was coming from and confirm what was taking place in the vehicle and with the Security System. The vehicle sat in the same spot the entire time it was in our garage. The vehicle was not taken for a joy ride like the customer insinuates in their complaint. There was no reason to test drive the vehicle based on what We were checking for the customer. The vehicle was looked at throughout the afternoon to confirm what we diagnosed. When we were finished with vehicle we backed the vehicle out of our garage. 30 feet outside our garage the side of the driver's side rear tire blew out. The blow out was not due to any negligent activity or lack of care on H&R's part. There was nothing run over like a nail or screw on our property. The vehicle was left where the tire blew So we could show the customer what happened. It is understandable that the customer is upset would be too. But, our position on this situation is that Something was either defective on this tire or the wear tear that previously existed on this tire caused the side wall to blow out. The suspension on this vehicle was extremely low and both rear tires had wear on them from rubbing the rear fender when driving. The damage on the rear fender the customer is referring to is on the under lip of the fender in the wheel and the 2 spots had rust on them (rust being evident typically means the damage has been there for some time). We took pictures as well and I can forward them to you. Again, understand the customer being upset but I was never rude and disrespectful to the customer. I did wait until 5:45 PM for the customer to return. That was about 35 minutes after the customer left. I had no idea what time the customer would return to get his vehicle so I did leave. We did not abandon the car. I did speak to the customer's father on the phone the following morning. He inquired what we were going to do about the car. I communicated to him our position on the vehicle and the situation. Again, he was not happy with H&R's position, which I can appreciate, but I explained to him that there was nothing negligent that we did that would cause a tire blow like this. The side of the tire blew out and the underside of the fender was previously damged and the wear marks on the side of the tire show that. Attached are 6 pictures of the tire and fender.If you have any questions please email me back or call
Sincerely,
Stephen H.
Director of Operations/Partner

Review: On 4 Feb 2014 I had an appointment with H and R Auto Radio at approximately 11 / 11:30 AM. It was specifically scheduled to coincide with a dental appointment directly across the street.

H and R was simply to re install a factory warranty repaired car stereo amplifier, which basically consisted of 4 screws and 3 or 4 wires. This should not have taken more than an hour. Instead

it took 3 hours according to the time stamp on my debit card bill.

Upon my return an hour and a 1/2 later, the car was not yet ready. I was told that the car had battery problems and was being re-charged. I immediately saw this as very odd, since the car had

easily started up that morning at 10:50 AM that very morning, 10 minutes prior to dropping it off there. Additionally, there were no other battery issues with my car at any time prior to the appointment.

When I questioned that claim, I was then given the excuse that it happened because it was very cold outside. However, it was an unseasonably warm morning on that particular day. And coupled

with the fact that the car sits out in much colder conditions overnight every single day without a battery issues pressed me to question that further. At that point, the next excuse was that in order to

install the amplifier, the cars' door had to remain open, thus creating a large battery drain. At that point, I got the impression that no matter what I'd said, there'd be an "excuse." Knowing what I know

and having had the amplifier installed once prior, it could have only taken , at most 45 minutes.

When I left, the stereo initially worked fine. It played for the less than 10 minute drive home. Once at home, I called two auto mechanics, one being a Toyota dealership, the maker of my car. Both had

agreed that it was virtually impossible to drain a battery so far down that it would result in a battery problem & need a full re-charge simply based on the door being left open for anywhere from 30,

45 to 60 minutes. Even IF what they said has the slightest ting of truth to it, there was no need for them to leave the key in the ignition in the ACC position in the first place while they worked.

Along with all of this, I had initially removed a few items from the front trunk (which is where the battery is), in order to give them better access to the battery - where they had made an electronic power

connection. Once I returned home, I went to return those items back in and saw that the entire plastic protector inside was thoroughly broken and cracked. The fact that it was in perfect condition prior,

tells me yet another story here.

(On a secondary note, tho not included in this complaint, this is certainly not the first time they've caused additional damage to my car. At one point, they did in fact wind up offering and giving me a free

pair of speakers and installing them at no charge. This, because they'd originally installed broken speakers and charged me the installation fee with out having checked their own work. Additionally, they also

broke two parts of my interior during my very first dealing with them - the centre console and the grill to another audio speaker. I decided to stay with a local business, trust them again and give them the

benefit of the doubt anyway.)

When leaving home later in the day, my car now had a minor start up problem and noticed the battery charge display showing as low. (And for the record, I had only recently had a new alternator

and belt installed). Once on the road, I turned on the stereo and as if by magic, it no longer worked.

It was already too late in the day to call them and instead, called them the next afternoon. I spoke to a man who identified himself as the owners brother. I explained the issues and he said he'd get back to me.

He did in fact get back later that day. He said he was totally unwilling to discuss the matter further or to make good on any of the above stated problems. All of this, after barely 24 hour after the installation and charge.Desired Settlement: Aside from the refund of the $79.50 for the faulty installation, I would also like them held liable for the further unneeded expense of replacing the plastic interior of the front trunk that they broke & the additional expense I must endure in order to have a more reputable dealer / installer troubleshoot the problems H&R has caused me.

Business

Response:

To Whom this Concerns:

H & R did do work on [redacted]’s car on 2/4/2014. We removed a defective amplifier from his

vehicle on 1/30/14. He came back to us

on 2/4/14 to have it reinstalled. We did

schedule him to come in around 11:30 am, per his request, but he was told that

we are in the middle of busy season and since we were dealing with a lot of bad

weather that week; it had created even longer wait times because of having to

reschedule other customers. **. [redacted]’s

car did not get worked on immediately because we had other vehicles in our

garage when he dropped his car off. His

car was pulled in the garage around 12:30 and we did the necessary work to his

car. The work completed takes about 35

to 45 minutes. While doing the work, we

do have to keep the car doors open so we can access the different areas of the

vehicle to install the components properly.

As we were getting to the completion of our work the customer’s car

would not start. We do have the

necessary equipment and testers in our service facility to check the battery

levels in this case. We see this

situation frequently on customer vehicles.

**. [redacted]’s battery was showing low voltages, which typically means that

the battery life is starting to weaken.

**. [redacted]’s stated his car started fine that morning which is likely but

when we have to work on vehicles the extra load on the battery from the doors

being open and the stereo system running so we can do our job and verify proper

functionality of the system it will drain a weaker battery. We have a battery charge in house that we

will use to recharge the customer battery.

We do notify the customer that the battery drained and let them know

what the voltage readings were and that we recharged it. **. [redacted] asked how it drained and we

explained it to him and my technician also added that in the cold weather

battery do get more strained and then normal.

**. [redacted] mentioned that it was an unseasonably warm day when he

came. It was 25 degrees when he came

in. When we did charge the battery we

did not have to move anything in the engine compartment. The battery terminals are accessible as soon

as you lift the hood of the car. All we

did connect the terminal to the charger the same way you jump start a car. Please note also that the customer vehicle is

20 years old. It is a 1994 [redacted]. It

is not our place to critique the condition of a customers car but this car is

very old and is not well taken care of for ex. there was heavy dust, dirt and

ashes all over the interior and the drivers seat is rotted down to the foam

cushion under the seat fabric. The

exterior of the car has faded paint and a lot of wear tear that is visible.

We did do work on his vehicle about 27 to 30 months ago in

which we installed a radio he purchased from us and speakers and an amplifier

he provide to us to install. We did

inform him a head of time that the product he gave us to install was several

years old and that it may not sound that good but he did not want to spend more

money to buy newer parts because all he wanted is some sound for his car. Well, the end result is he was not happy and

at that time said we broke his dash panel.

He pointed out a hairline crack on the panel that he said we did. There 3 or 4 other stress cracks on the same

panel assembly but he said they were already there. At this point we decide to give him free set

of speaker to compensate for his concern of the dash panel. Our intentions were

to satisfy a customer and try our best to make the situation right eventhough

we felt the request of the customer was a little unreasonable. Please keep in mind again that this customer’s

car is 20 years old and not well kept.

It is not our position to critique a customer’s car but in this case I

feel a need to point it out.

At this point we do not feel the customer is entitled to a

refund or further damages he is claiming.

We provide a service to remove and reinstall his amplifier. We did not sell the amplifier to the customer;

he purchased it at another business. We

can not be liable for faulty product if we do not sell it.

If you have any questions in reference to my response please call me at ###-###-#### or email at [redacted].

Sincerely,