Unique Rentals

RE: complaint from [redacted] MsC [redacted] brought her Dodge Van into us to check out items: a check engine light and a rubbing sound in the rear end of the vanI spoke to [redacted] and told her we would check it out and then get back to her When I called [redacted] back I informed her that we had found out the following:1)She needed a differential service2)Her R/H axle seal was leaking and needed to be replaced3)Water Pump was seeping and there was signs that it was leaking at some point4)Transmission mount was broken5)The check engine light was on due to the fact an evaporative emissions code was set6)Rear Brake drums were out of round, so we suggested replacing themSo, I gave her pricing on it all I also told her that we do not charge a diagnoistic fee and that as far as the evap emissions code that it coiuld be either a gas cap, evaporative line, or the sending unit on the top of the tank that could be cracked.I did explain to her at this time, that the easiest and cost effective approach is to replace the gas cap with an OEM gas cap and it may fix the problem....she gave us the go ahead on the gas cap knowing this explanation.As far as the other items, she gave us the go ahead to do all but the water pump and the transmission mount.We ordered the parts and the technician got started on the job.....about later [redacted] called and said that she now did not want to do the rear brake drums and only wanted us to do the axle seals I in now way yelled at her, as she falsely stated I did explain to her that due to the fact we were not doing the brake drums that the fact that she had the noise before, I could not provide a warranty that the noise would go away......she was upset and could not understand that fact.I did try and tell her when we diagnose a car and it's problems, if a customer chooses not to do the entire job, it leaves us as technicians exposed to not repairing the problem at hand She said that did not matter and she only wanted the work on the axle seals done.So, I sent the drums back and we only did what she asked.Her memory of the actual transaction is not very credible due to the fact she states over and over that I yelled at her, and that we were trying to sell her items she did not need.We are a AAA rated Top Shop and have been for over years and are very proud of our reputation All of our technicians are ASE Certified and each have over years experience individually I am 100% confident in their ability and their decision making If they check out a vehicle I am 100% confident that once we repair the vehicle it is completed with the upmost skills We do carry a lifetime warranty on parts and mos/on labor and we stand by that warranty 100%.On the issue of the differential service, I'm not sure who she is talking to, but yes we can do a differential service on the van There is nothing proprietary to the differential on her car that makes it a fact that only the dealer can do that type of work-she is obviously speaking to someone who is very uninformed and unfamiliar with the vehicle.Due to the fact [redacted] states she still has not been able to solve her issue after mechanics leads me to believe she cannot trust another person working on her car.I will not refund any monies to [redacted] due to the fact:1)We repaired what she asked us to repair2)She did not let us complete the repair in it's entirety, and due to that fact, she know and signed the invoice stating there was not warranty either expressed or implied that we had completely fixed her issue on the rear end

Never was I told I was being given "a discounted" price for this repair The manager quoted me the price Their business cards say they are AAA affiliated I should have been given the discount in spite of the fact that I was given a "discounted" price that I was unaware of I contacted AAA and was told they were kicked out of their affiliation about years ago MrS [redacted] claim that they are a AAA rated top shop is a lie as I was told by the AAA investigator that they were told to stop using the AAA brand at that time

This customer came from our towing company...one of our drivers damaged the customer's oil pan and we paid for the repair to be done No out of pocket money from the customer at all It took us a while to find the correct oil pan, but we never received any type of calls from the customer on urgency about the vehicle.All the damage that was done was the oil pan and that is all we replaced The customer is now wanting us to fix all her issues The vehicle is an older car with many other issues We have gone above and beyond by replacing all items that we damaged.Thank You.Raymond S [redacted] , Sun City Exxon, Sun City Towing

I do not accept the response because it does not address my complaintThe most important part of my complaint is that I requested an estimate and never received oneMr [redacted] states that I was apprised of the situation and the total cost to do both sidesThe problem with that statement is that I was well aware of the situationI was the one who broke down and called the tow truckEven though the car couldn’t be driven, it could be towedIf I would have been told that the cost to change studs would be more than $I would have had my car towed elsewhereI asked for an estimate when the car was to be towed into the shopI was assured by the driver that he would leave a note stating that I wanted an estimateI called the next morning and was told that the person I needed to talk to would be there in about minutes and would return my callTwo hours later around 10am I called again and was told that someone was getting parts they would get back to meI stopped in around 10:30am and was told that everything was very hectic and the person getting parts was not back yetAgain I asked to be called with an estimateI was never told the cost until I received a call stating that my car was done and that it would cost $ When I asked why it cost so much, then I was told they charge $per hour for labor and that they markup partsI asked why I didn’t get an estimate, I was told that they were very busy and that when I stopped by even I was busyI explained that I had purchased studs and lug nits before and that they are only $or $eachAfter speaking with Sun City Exxon, I called the Chevy dealer to see if the parts cost that muchI was told that they were discontinuedI called [redacted] , [redacted] , [redacted] , and [redacted] to get an estimate on replacing studs and lug nutsNone of the shops took more than minutes to give me an estimate, the prices ranged from $to $When I called back to complain I was told that the manager was off till Monday and the owner was out of townI called back on Monday to complainI talked to [redacted] and he did not think I had a valid complaint, so I ask to someone elseThe next person agreed with ***, so I decided to file a complaintI am willing to pay the $per hr for labor but I am not willing to pay $for parts that cost $ [redacted] ***

This is our typical customer response when we do a larger job....we diagnose the vehicle, give the customer an estimate, give the customer ample time to make a decision, they give us the approval to do it....we do a quality job, get the job done in ample time, and then after the fact they tell us what "they think" is fair for them to pay.....knowing the whole time what the price is to do the jobThat's funny how Mr [redacted] leaves out pertinent info such as the fact that he went behind my back to my manager and "told" him that he was brining in his own turbo, even though our shop policy is to not install customer's parts.....he knew I would have said absolutely not.....did he also mention he went behind my back and told the mechanic to pull his old fuel injectors out of his old motor at no additional labor, and we had to buy a special tool to take those out(cost $300)All of those items add up and we did not charge for them......it's very frustrating dealing with a person that throws his weight around my shop when I am out and tells my staff what they are going to do and what he is bringing them to install.....This customer started out with wanting to purchase his own engine from the internet and wanted us to install it for him, so he knew from the beginning we did not install customer's parts.We did a quality job with a quality warranty and will stand behind our parts & labor warranty

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
1) It is generally regarded that when an individual raises their voice to a loud volume and speaks over another, to be yellingDictionary, to yell: (verb) to cry out or speak with a strong, loud, clear sound; shoutWith this definition, he certainly did yell at meRepeatedly. 2) I did not ask him to diagnose anythingI told him I have a check engine light on, which I have already had checked and it is a problem with the evapsystemI need to get a smoke test done because my regular mechanic does not have the equipment to do itRay then suggested I change out the gas cap, as that is usually the problemI advised him that I had done thatWhen he called me later, he said I had the wrong gas cap on it and needed one from the manufacturer, and that should do itI said that if he was sure that's all it needed, a new gas cap would be fine.3) I also told him I had a scraping noise in the rear end of the van and that my regular mechanic had already eliminated everything but the differential so that needed to be checkedIn response to this, Ray said I needed to have the differential serviced, lines and seals replaced and the brake drums replacedI did say okay to this work, then called my regular mechanic about the brake drums, as they did not advise me of this and could do that type of workThey let me know they did check the brake drums and I did not need to replace themThey also confirmed that we had eliminated them from the cause of the scraping noise we were hearing in the back endI immediately called Ray back (less than minutes by the phone records of my company) and told him not to do anything with the drumsAt that time is when he raised his voice in told me he'd already ordered the partsI suggested he call back and cancel the order because I didn't want extra work done on my vehicleI only wanted him to do what was needed for the differentialHe then told me that he was going to charge me for the labor anyway and was not going to guarantee his workI asked why he wouldn't guarantee his work on the differential when the drums had nothing to do with itI also asked why he wanted to charge me for labor on work they weren't doingHis response was that his mechanic had already removed the drumsI said I would not pay for work that was not doneI later spoke with my regular mechanic and minutes was not enough time for a mechanic to remove both drums from my van, that they had to have removed them prior to calling me about replacing themthis was verified by two different mechanic shops.Contrary to what Ray says, I did not at any time asking him to go "looking" for the noise, nor did I indicate that I didn't know what the check engine light was on forThe water pump had nothing to do with either issue and to suggest I replace a water pump that was not leaking and had no issues what so ever is to me asking me to pay for parts and labor that is unnecessary.As to his comment that I took my vehicle to mechanics for the differential is incorrect, and irrelevantI took it to him and when he failed to repair it, despite his "service" and replacement of lines and seals, I took it to another mechanic, who said they did not have the right tools to work on it, and that the dealer is likely the only one who can work on itHowever, I then took it to a specialty shop who actually bothered to open up the differential and I had the bearings replacedIt is now in fine condition and under warranty.Normally, I would simply return my vehicle back to the mechanic to rectify the situation, however, due to Ray's hostile attitude, his threatening over tones, i.e“if you like that van you'll pay every penny", and basic disregard for proper customer service and, at times, even basic civility, I will never return my vehicle to his shop.I will however, agree to pay for the gas cap, as that genuinely was approved by me, although I should have just stuck to my guns and had him do the smoke test that I asked forAnd I am also willing to pay for the parts ONLY, for the lines and seals, as I have no proof as to whether or not his crew did or did not replace them.However, I stand firm on my request to be reimbursed for all the labor charges, the extraneous shop supplies fee (no other mechanic has ever charged me, or anyone I know this fee) and related taxesIn total I am requesting a total refund of $375.55.I strongly feel that Ray and his shop takes advantage of the senior citizens in this community by doing what he did with meHe bullied and threatened me so that I would pay a bill that was not fair or correct so I could get my van back.Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
***e ***

First of all all it needed was alternater replace he felt all this other things that was needed , such as upper radar hoses and lower rader hoses , a new radaier cap needed to be replaced when it didint need to, He told me on eof the fan belts needed to be replaced turns out , they didnt give me a new one on , they just put old one on , after my car got repaired I still was having problems with my car , I had a radar leak and on top of that thy put the wronge coolant in the car If the car was so fixed why did I have to take to *** ***s , if I would drove it like was I would had ablown engine No No I disgree with business owner comment , they need to closed down or investigated better . I taken my car to *** *** and they shown me the belt replaced wasnt new I had to pay out another 200.00 to get my car fixed and I had to get rental care so it could be fixed properly ,

Ms*** called my place of business and spoke to one of my employees and the first question out of her mouth was for the employee to give her our insurance companies information. He then gave the phone to me and I spoke to Ms*** She said that either the tow truck driver or one of my shop employees had damaged her car when we had it in our possession. I told her we could not have damaged the car at our place of business because we had put everything back the way it was when it got to our shop. She then said it could have been one of our drivers....then I said that our drivers would not touch her hood only underneath the carriage. It seems to me as if she is trying to get someone to pay for repairs that she was needing before she got to our shop. Very combative and we cannot communicate with her very well.......Again, I would be willing to try and help her get her vehicle repaired at a reduced rate through our company. Thank You. Ray S***

Mr*** is correct He did authorize work to be done on his vehicle at a set price and acknowledged that he would be paying the price quoted When it came to actually paying the bill he started asking us for a AAA discount I the owner, never did tell Mr*** that we were affiliated with AAA I did tell him that we are a AAA rated facility with ASE Certified Technicians He did ask me for a AAA discount, I checked with the manager, and he told me he had already given him a deep discount because he was a repeat customer I told him we gave him an even deeper discount than what would have been given as a AAA rated member....The work was done as stated and was done correctly We offer a 12mos/12,mile warranty and the customer just wanted us to give him an even deeper discount than what was already quoted and accepted by him.Any other questions, pls don't hesitate to ask.Raymond S***, Owner-Sun City Exxon Sun City Towing Sun City Auto Body

I have added a word document with responseAny issues with it please let me know. *** ***

***This is the first I have heard of any event with this vehicle. Unfortunately, all we do as part of the service is give the customer an option to tow it to our facility and we provide for a free diagnostic. It then becomes customer decision if they would like to get the
work done. In this case, she decided to not get the work done and we towed her vehicle out to her destination of choice. We did not damage her vehicle as all we did was a diagnostic. My tow manager did get a claim from State Farm for damage she alleged we did, so it seems as if she is now trying to get compensation from different sources. I would be more than happy to check the vehicle, but it sounds like she is adamant about not having us check it. With our hands tied, not much we can help her.I would have expected to hear about this claim weeks ago if we indeed do some type of damage. This was back in August and we are just hearing about it now at the end of October????

As Ms*** stated her car was towed into our shop. MrB*** our service manager, did have her vehicle checked out and we called Ms*** on the only phone number we had which was her phone. We had no idea that she was under any medication at the time.....we told her
what we had found out with the vehicle and she verbally approved all the work to be done.It is unfortunate that her sister had had a bad experience at this shop before, but it was probably from the old owner, as we owned this facility for about 1/years now and many of our customers are ecstatic that we have taken over. We get many, many accolades from our customer on quality, customer service, and pricing. With that said, we carry a lifetime warranty on parts and year on labor, so if she had any issues whatsoever, they would have been covered 100%. We are not in the business of ripping people off, but to provide a service to help people with their automotive issues. It sounds as if her daughter was very agitated that we had done the work without her knowledge. Ms*** was very happy when she picked up her car, so we were a little surprised when we received this letter.I would be the first to tell Ms*** that we will cover any repair that was done to her car 100% if we did the work. Again we stand behind our work and we will cover any of our parts/labor 100%.She can deal with me direct, Raymond S*** owner

Mr. [redacted] did have his vehicle towed into our shop and was left inoperable behind one of our service bays.  The vehicle was not driveable due to the fact that the passenger front tire was flat and the wheel was being held on by1 of a total of 4 nuts.  Upon review by one of our service...

technicians, we found that it needed a total of 4 wheel studs and 4 lug nuts to operate the vehicle in a safe manner.  Due to the fact the vehicle was inoperable and unsafe to drive we had to install the studs and nuts in order to move the vehicle.  The service advisor ordered the studs and lug nuts and completed the repair and actually only charged only half of the labor cost to do the repair due to the fact it was towed in and then the cus[redacted]er was apprised of the situation and the total cost to do both sides.  The cus[redacted]er agreed to the price of the one side and stated not to do the other wheel.  The cus[redacted]er paid for the repairs and then called after the fact and told us we should have not done the repairs due to the fact he could have bought the items for only $2.  I was out of town during the timeframe the vehicle was in the shop but I did speak with him after the fact.  I told him that we markup our parts due to the fact we are a for profit corporation and that my manager, [redacted] had only charged him for half the labor.The next thing I know he is writing you a memo to discuss the service.  We are a triple A rated shop and I stand by my manager and employees to do quality work for a very fair price and that is what we did for Mr. [redacted], under the circumstances of how the vehicle was brought in.[redacted], owner-Sun City Exxon

Can't really understand from her dictation what she is wanting us to do.  We only charge customers for parts & services, and our warranty is tops in the industry, i.e. lifetime warranty on parts and 1 year on labor, so if there is something that was to be covered under warranty, as I said before, we stand 100% behind all of our work.We would be more than happy to look at any outstanding issues she may have.   As far as selling radiator hoses, we only alert customers about maintenance items if they are not in good working order.  The radiator hoses were probably original and were very soft.We are a AAA rated Top Shop and as I said before, we will stand behind our work 100%.Thank You.Raymond S[redacted] owner - Sun City Exxon-Sun City Towing

RE:  complaint from [redacted]Ms. C[redacted] brought her 2001 Dodge Van into us to check out 2 items:  a check engine light and a rubbing sound in the rear end of the vanI spoke to [redacted] and told her we would check it out and then get back to her.  When I called [redacted] back I informed her that we had found out the following:1)She needed a differential service2)Her R/H axle seal was leaking and needed to be replaced3)Water Pump was seeping and there was signs that it was leaking at some point4)Transmission mount was broken5)The check engine light was on due to the fact an evaporative emissions code was set6)Rear Brake drums were out of round, so we suggested replacing themSo, I gave her pricing on it all.  I also told her that we do not charge a diagnoistic fee and that as far as the evap emissions code that it coiuld be either a gas cap, evaporative line, or the sending unit on the top of the tank that could be cracked.I did explain to her at this time, that the easiest and cost effective approach is to replace the gas cap with an OEM gas cap and it may fix the problem....she gave us the go ahead on the gas cap knowing this explanation.As far as the other items, she gave us the go ahead to do all but the water pump and the transmission mount.We ordered the parts and the technician got started on the job.....about 15 later [redacted] called and said that she now did not want to do the rear brake drums and only wanted us to do the axle seals.  I in now way yelled at her, as she falsely stated.  I did explain to her that due to the fact we were not doing the brake drums that the fact that she had the noise before, I could not provide a warranty that the noise would go away......she was upset and could not understand that fact.I did try and tell her when we diagnose a car and it's problems, if a customer chooses not to do the entire job, it leaves us as technicians exposed to not repairing the problem at hand.  She said that did not matter and she only wanted the work on the axle seals done.So, I sent the drums back and we only did what she asked.Her memory of the actual transaction is not very credible due to the fact she states over and over that I yelled at her, and that we were trying to sell her items she did not need.We are a AAA rated Top Shop and have been for over 10 years and are very proud of our reputation.  All of our technicians are ASE Certified and each have over 10 years experience individually.  I am 100% confident in their ability and their decision making.  If they check out a vehicle I am 100% confident that once we repair the vehicle it is completed with the upmost skills.  We do carry a lifetime warranty on parts and 12 mos/12000 on labor and we stand by that warranty 100%.On the issue of the differential service, I'm not sure who she is talking to, but yes we can do a differential service on the van.  There is nothing proprietary to the differential on her car that makes it a fact that only the dealer can do that type of work-she is obviously speaking to someone who is very uninformed and unfamiliar with the vehicle.Due to the fact [redacted] states she still has not been able to solve her issue after 3 mechanics leads me to believe she cannot trust another person working on her car.I will not refund any monies to [redacted] due to the fact:1)We repaired what she asked us to repair2)She did not let us complete the repair in it's entirety, and due to that fact, she know and signed the invoice stating there was not warranty either expressed or implied that we had completely fixed her issue on the rear end

OK...After reading the response, customer does not want to pay $50 in parts so if I use his figures, I have got the following:$120 labor$20 parts$5 shop supplies$1.30 sales tax.Ttl due:  $146.30...we charged him $174.24...we will give him a refund of $27.94.Will need a forwarding address for the refund.Thank you.[redacted], owner - Sun City Exxon

I have answered this complaint before....pls review past history on my account.....if you cannot find the answer I will resubmit...just let me know.Thank You.Ray S[redacted], ownerSun City Sinclair/Sun City Exxon/Sun City Towing

This customer came from our towing company...one of our drivers damaged the...

customer's oil pan and we paid for the repair to be done.  No out of pocket money from the customer at all.  It took us a while to find the correct oil pan, but we never received any type of calls from the customer on urgency about the vehicle.All the damage that was done was the oil pan and that is all we replaced.  The customer is now wanting us to fix all her issues.  The vehicle is an older car with many other issues.  We have gone above and beyond by replacing all items that we damaged.Thank You.Raymond S[redacted], Sun City Exxon, Sun City Towing

This is our typical customer response when we do a larger job....we diagnose the vehicle, give the customer an estimate, give the customer ample time to make a decision, they give us the approval...

to do it....we do a quality job, get the job done in ample time, and then after the fact they tell us what "they think" is fair for them to pay.....knowing the whole time what the price is to do the job. That's funny how Mr. [redacted] leaves out pertinent info such as the fact that he went behind my back to my manager and "told" him that he was brining in his own turbo, even though our shop policy is to not install customer's parts.....he knew I would have said absolutely not.....did he also mention he went behind my back and told the mechanic to pull his old fuel injectors out of his old motor at no additional labor, and we had to buy a special tool to take those out(cost $300). All of those items add up and we did not charge for them......it's very frustrating dealing with a person that throws his weight around my shop when I am out and tells my staff what they are going to do and what he is bringing them to install.....This customer started out with wanting to purchase his own engine from the internet and wanted us to install it for him, so he knew from the beginning we did not install customer's parts.We did a quality job with a quality warranty and will stand behind our parts & labor warranty......