Complaints
This profile includes complaints for Bob Sumerel Tire & Service Co LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 55 total complaints in the last 3 years.
- 14 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:08/02/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Took car to diagnose check engine light. With no notice they replaced the thermostat and housing and flushed system....did a compression test and was told head was blown and needed a 8,000.00 motor.
Charged me 900.24 cash. With the check engine light still on I took it to Tepe(dealer) immediately from there for dealer opinion where the car was bought because the check engine light was still on, They tested system and found a cracked coolant tank. Replaced it and said motor was fine/nothing wrong with it and the tank was the root cause for the check engine light.
Seeking 900.24 reimbursment for non approved work and charges. The total bill from **** was 365.65.
Vehicle is and has been running fine with no warning lights since.
Both invoiced attached for reference.
Business Response
Date: 08/03/2023
The District Director has reached out twice, Thursday, 8/03, at 8:36am & 9:30am and left a Voicemail for a return call. Here is the direct contact info in the interim, Mr. P***** ###-###-#### or Mr. S****** at ###-###-####.
Initial Complaint
Date:06/29/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bob Sumerel did NOT do all the work they claimed they did, they charged me for more than they provided, they put my life in danger by not finishing the job properly and they broke more stuff than was wrong after the SECOND time they had it to try to fix the same problem they were supposed to fix the first time! The visits were only 14 days apart and the issue proceeded to happen during only my second time driving it after having it back. I'm seeking a full refund of BOTH visits bc now I need to go have my car looked at somewhere trustworthy to fix all their mistake and things they broke or stole! All details in the word doc attached and receipts showing the same issues (coolant system) were worked on both time. Pictures all included in the word doc as well.Business Response
Date: 06/30/2023
The District Director who oversees the ****** Market including the *********** ** location will be reaching out to discuss. Here is his direct contact information in the interim, please feel free to call direct. Seth F*** ************
Customer Answer
Date: 07/03/2023
Better Business Bureau:
No one has reached out to me in any way. I prefer to converse via email, but I did try to call the number provided which only ever goes to voicemail after only 1 or 2 rings (seems the phone may be 'off'). I have not left voicemail, and would request that email be sent to me at ********************* or that issues be addressed within the BBB responses. It would be far more convenient due to theirs and my own work hours. I also find it difficult given only 7 days to respond on my end when the business gets 30 days on their end and with it being a holiday week that really forced me to respond in even less time to make sure this is processed before deadline. I hope an extension will be provided to work through this issue under the circumstances and the lacking of detailed response given by the company and not answering my calls. Should the refund I'm requesting not come through, I will be contesting this issue through AAA next, as they are affiliated with Bob Sumerel and I'm sure they would like to know how their customers are being treated when towed to this location.
Regards,
***** ******Business Response
Date: 07/08/2023
District Director has spoken directly with *** ***** today, Saturday 7/08, and he has agreed to satisfy her request via refund.Customer Answer
Date: 07/10/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. If for any reason the full refund is not received and the 2nd tow used with AAA reinstated as discussed via phone call, a new complaint will be opened.... However, **** seemed very reasonable and understanding, so I believe everything will be settled as stated. I appreciate his assistance in this matter.
Regards,
***** ******Customer Answer
Date: 08/18/2023
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.In regard to the agreement of previous complaint filed through BBB, ref# ********..... Bob Sumerel promised both visits would be refunded by check within 10 days and the additional towing service would be credited back to my AAA account. None of these agreements have been followed through on.... District manager Seth F*** has repeatedly promised he was getting the refund put through and repeatedly promised to call me back. We last spoke today, where he asked for my credit card number and was going to refund both visits directly with my card, and check back end of the day. Neither of those happened yet again, and he also failed to answer my calls to him. I would expect the company to not reply prematurely so that I have my refund credited back and all is finalized before sending back to me if agreement is acceptable, bc I wont say yes to that until both refunds and both additional tows are given back to me. It has been well over a month and this should have been done long ago. Meanwhile, my car was towed again due to the things they messed up on it and Im waiting on that refund to be able to pay for their mishandlings. Please reference all documents from previous BBB complaint mentioned above.
Desired Resolution:
Refund
Regards,
***** *****
Business Response
Date: 08/18/2023
From the BUSINESS:
Sent 8/14/2023 9:10:59 AM
Seth confirmed a refund was issued at store level via her credit card, Saturday, 8/12. In some cases, credit card refund(s) may take 3-5 business days to post based on timing and the specific Financial Institution. In addition, District Director called and spoke directly to **** ***** on Saturday to make sure all issues were handled. At this time, we are being told all is handled. In the event there are still issues please reach back out to Mr. F***. ###-###-#### Thank you,Customer Answer
Date: 08/18/2023
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.From the CONSUMER:
Sent 8/17/2023 5:24:51 PM
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.
still not showing the refund on my credit card... Sent screenshot of the disputes to Seths cellphone yesterday showing one was denied and closed, while the other is still open for investigation. Seth had my car towed to dealership to fix all the issues that arose from the 2nd visit to Sumerels.... He has promised to pay for all the repairs, but theres a communication disconnect reoccurring between the dealership and Seth. Dealership stated they called him and left multiple voicemails, Seth says he never got them. I confirmed Dealership has correct number, they read it back to me and it was right. I gave the dealership number to Seth and he stated he would get it taken care of for me immediately, but still unsure why he has not contacted them already to make the payment arrangement all week. My car has been there since Saturday and repairs are waiting on that payment arrangement. Ive missed church a total of 7 times, used up 3 of my AAA tows, and been stuck not being able to go anywhere for countless days over this duration of a nightmare Sumerel has put me through starting back in June. I just want the refunds and the repairs paid at dealership as promised so I can move on with living life again. This has been incredibly stressful and Ive also missed chiropractor appointments bc of it. Please give a couple weeks time before sending company response. You are given 30 days by BBB, but Im only given 7 days to respond. It would be nice if I could respond with a resolution that is finalized. Thank you.
Regards,
***** *****Business Response
Date: 08/18/2023
Seth F*** has confirmed all request have been satisfied including payments to the dealership for repairs. Initial Credit Card charges were disputed by ***** ***** to her Credit Card company so as a "stop payment" was issued there will be no refund of charges as we have not secured initial payment. At this time we are considering this matter closed and will not be taking any additional actions. If further assistance is needed please contact Mr. F***. ###-###-####
Initial Complaint
Date:06/23/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I brought my vehicle into the shop on 6/20/2023 because my starter went out, and my car would no longer crank. I paid $489.88 to have a new starter installed. After the service of my vehicle, I was able to crank the car and start it up again. However, new symptoms began occurring within three days, these symptoms include: loud noises from the serpentine belt, battery light illuminates on dashboard, squeaky loud noises during acceleration that would cease after pressing down on brake. I brought my vehicle back to the service shop that installed the new starter on 6/22/2023 to let them know what was going on, and the sales representative told me that their was nothing they could do without charging me money for the symptoms that I had witnessed. Because of this I left the shop and began driving, hours later I noticed the battery symbol luminate on my dashboard. I instantly stop driving, and took it back to the shop the next morning. Now, I’m here on 6/23/23 waiting to have service done to my vehicle, when the sales representative informs me that the technician who worked on my vehicle was off of work until 6/27/23; however he was gonna let their master technician take a look at it.Business Response
Date: 06/26/2023
The District Director will be reaching out to collect some information and to look into the matter for you. Here is direct contact information in the interim. Seth F*** ###-###-####.Initial Complaint
Date:05/30/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My car was serviced on 1 April 2023 at **** ****** ***** ***** Dayton Ohio 45432 location. The shop did a full car diagnostics and after the repairs, my car would not start. The store misdiagnosed the needed repairs and ended up adding additional repair (fuse box).
I asked the store manager on couple different occasions why this repair (fuse box) was not discovered during a full diagnostic, and I could not get a straight answer from him. He referred me to their Regional Director, Mr. Seth F*** (###-###-####). After looking into the situation, Mr. F*** committed to refund me $1,016.77 and give me AAA membership that was initially promised by the store manager but never provided.
After two months of consistently calling and talking to Mr. F***, I still do not have neither my refund or membership. I provided my credit card number to him on couple occasions, he told me he will process the refund and still nothing. He also told me he already created AAA membership for me, has my card with him and will drop it off at the store for me, but still nothing.
I have been consistently calling/leaving messages for Mr. F*** about the status of my refund and AAA membership, and for the last couple weeks he is not answering his phone or responding to my message or providing any updates.
I would like your assistance with resolving these two issues with this business. I just want my refund and AAA membership as promised.Business Response
Date: 06/01/2023
District Director is calling customer to work on a resolve. Seth F*** called twice on yesterday on Wednesday, 5/31 and has left VM messages. Please return his call to discuss ************Customer Answer
Date: 06/07/2023
Better Business Bureau:
Mr. F*** called back, we met in person and he processed my refund and AAA membership. Thank you for your assistance.
Regards,
**** *********
Initial Complaint
Date:05/23/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We had our car serviced ****** ***) with the Bob Sumerel, AAA location in ******** **. We brought our vehicle in specifically for new brakes and new tires in March 2023. Our total bill was $1,376.76. About 2 weeks ago, in May 2023, I noticed a screeching noise every time I drove my car, regardless of if I was pressing on the brakes or not. We took our vehicle in to the ***** Dealership for a different reason and they mentioned that our left-rear brake caliper pin had grinded the brake pads down significantly. We dropped the car off at the same Bob Sumerel location hoping to use our warranty for the parts we purchased TWO months ago that had already gone bad/worn away. They call us the next day to let us know that it will be an additional $700 to replace a "different" brake part that is the cause of the damage and they're refusing to replace our warranty parts until the "new" issue is fixed (which they want us to pay more money for). We want our parts under warranty replaced and we will go to a different, more trusted mechanic to fix the "new" issue they are denying us service for. If they will not replace the warranty parts, we would like a complete refund of the brake service they did 2 months ago; OR they just fix our brakes like we originally asked for and paid hundreds of dollars for two months prior without an additional charge. It's a ridiculous we paid for a service and are STILL having brake issues so shortly after.Business Response
Date: 06/02/2023
The store has reached out to the customer on several occasions but have not received a return call. Store Manager called 4 times on Thursday, 6/01, and left 2 messages. District Director has reached out and left a voicemail today as well, Friday, 6/02. Please return the Director, Enrique S****** call at ###-###-#### so we can attempt to resolve.
Initial Complaint
Date:04/02/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My brakes have needed to be replaced three times this year because of poor work at this location. The last time they suggested $1100 worth of struts. I had those done a year ago elsewhere so they are clearly trying to add unneeded work. My wife’s brakes were done there than a year ago and I’ve now had to take the car elsewhere as they aren’t stopping well and making a ton of noise. Poor work and attempting to charge for unnecessary work has become common here. I left a message for the Manager to discuss this and the call was not returned. I wish to discuss with a Regional Manager and not the shop manager who did not bother to return my call to discuss 4 bad jobs in a row.Business Response
Date: 04/03/2023
Please provide an Invoice number and location which you had the services performed. Once I have the supporting information, we can have the District Director reach out and attempt to resolve your concerns. - Thank youCustomer Answer
Date: 04/03/2023
Better Business Bureau:
I no longer have the receipts but Sumerel has record of all of them. This has not been resolved and my messages to the business asking for a call back where ignored.
Regards,
***** *****Customer Answer
Date: 04/03/2023
Date Sent: 4/3/2023 8:37:50 AM
Better Business Bureau:
I no longer have the receipts but Sumerel has record of all of them. This has not been resolved and my messages to the business asking for a call back where ignored.Store Location: **** ******** **** ********** ** *****
Regards,
***** *****Business Response
Date: 04/03/2023
Thanks for the information. I will have the District Director over that market give you a call, for reference here is his information:
Enrique S****** ###-###-####. At any time you wish to reach out to him, feel free to do so. Appreciate it.
Customer Answer
Date: 04/14/2023
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.The manager called me on this complaint. He was not aware of all the trouble we have had. He promised to call me back the next day. His first offer was unacceptable. He is 4 days and has not called me back. I explained to him that they sold me two tires that I needed to replace a year later and they have screwed up 4 sets of brakes. Still no resolution. My number is ###-###-####.
Regards,
***** *****
Business Response
Date: 04/14/2023
Store location has been advised to reinspect the vehicle, determine any potential issues, and advise accordingly at that time. Business will need to look at the vehicle in order to come to an applicable resolve, District Director will be reaching out to discuss. Direct contact info for future reference. Enrique S****** ###-###-####
Customer Answer
Date: 04/17/2023
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,
***** *****I spoke to Enrique Friday and sent him the receipt for the replaced tires that were needed to replace the ones they sold me very recently. He is aware of the brake issues with both vehicles. He said he would call me today with resolution.
Business Response
Date: 04/19/2023
Director called *** ***** on 4/17/23 at 3:39 p.m., no answer,
left voicemail for return phone call.
District Director called *** ***** on 4/18/23 at 4:08 p.m. in
attempt to resolve his concern and was able to contact him.
*** ***** recently had two tires replaced, a LF hub and bearing
assembly and oil change done at a local ********* automotive repair facility,
not related to AAA. The two tires in question or that he is requesting a
refund for have already been replaced and discarded. I explained to ***
***** that in order for me to determine why they could have possibly worn
premature I would’ve needed to at least inspect the tires or to possibly
warranty the two tires I would need to have the location physically inspect
those tires. Since those tires have already been replaced and discarded,
we have no way to determine any wear or validate. In addition,
Director did explain that his invoice from ********* states that he had his
LF hub bearing assembly replaced for being ‘loose’ which would attribute to
tires wearing prematurely.
The brakes on his wife’s vehicle were done at two
different times, October 2022 and June of 2021. Director offered to
have them inspected at another AAA location of his choice and we would warranty
the brakes or upgrade if necessary to resolve any concerns. ***
***** declined both offers because he feels that because we cannot assist him
with a tire reimbursement it would not be worth it for him to go to another
location. He stated that at this time he feels it would be best to just
move on and not use AAA. Again, the offer to inspect and warranty any of
our work was offered now or in the future should the guest to change their mind
within the warranty period. *** ***** has Director’s cell phone and
email address and should he change his mind or need assistance in the future
can directly contact for assistance.Regards,
Customer Answer
Date: 04/19/2023
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,
***** *****The
District Manager from AAA reached out to me and made me an offer to resolve
this. After 4 bad sets of brakes in a year and tires that I had to replace in
under a year the offer was to look at the brakes and see if they felt they
needed to replace them. Nothing was offered for the $450 wasted from the bad
tires they sold me or all of the bad work on the brakes and my time wasted. I
have rejected the offer and told them not to bother if that was the best they
could do. I do not want them working on my brakes given how poor the quality of
the work is. There is nowhere further to go with this. It is not closed as
resolved. I am not at all pleased with the result and would like it reflected
on their BBB record that this was a complaint not settled favorably.Business Response
Date: 04/19/2023
As disclosed in prior response, there will be no further action taken by the company at this time.Initial Complaint
Date:03/16/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
After taking SUV to this place for mechanical concern the manager advises work done on a completed rusted frame at a cost of 1800.00 without telling about complete rust frame of SUV. Found out about rusted frame issue from another company and mechanic. Manager Jason F***** reports did what customer wanted done. Work was not done fixing the reported problem.Business Response
Date: 03/20/2023
District Director called ****** *******, who filed the BBB
complaint, on 3/17/23 at 10:51am and left a voicemail for a return phone
call.
On 3/18/23 District Director spoke with ****** ******* regarding
her complaint that was filed with the BBB. Let it be clear that
****** ******* is NOT the vehicle owner nor listed on the AAA invoice or paid
for the services that were completed. ****** ******* filed this complaint
for her daughter-in-law.
The mother-in-law stated that her concern is that AAA replaced a
catalytic convertor, O2 sensor and the vehicle’s frame is rusted.
AAA did not replace the entire exhaust system but only the items that were
causing exhaust fumes to enter the vehicle per the customer, ********
Wilson. AAA recommended additional work that was needed but the
customer, ******** ******, reviewed all that was quoted, waited a day to
review, and then came into the location and authorized and signed to have the
exhaust related items repaired.
On 3/20/23 District Director contacted ****** ******* to attempt
to resolve this concern. Director explained that the after reviewing the
estimate, the work that was authorized and listening to the phone call where
the Store Manager and actual customer (******** ******) spoke regarding repairs
needed that the store was not at fault for doing repairs that were authorized
and signed for by the customer. Director was willing to offer a ‘good
will’ or ‘customer satisfaction’ adjustment and offered to have the customer
simply cover the price of the parts and diagnostic fees which would in turn
provide the actual customer a $428.55 refund. The mother-in-law,
****** *******, stated that was not good and that she would talk with her
family members and see what avenue they were going to pursue and would sue us
if necessary.
Director attempted to explain the situation again and work with
mother-in-law on behalf of the guest but ****** ******* began using profanity
and stated that she was being unprofessional and would let us know what she
decides to do when that time came and hung up on Director.
The actual customer, ******** ******, just purchased this
vehicle from a small online dealer and we just happened to be the store to
inspect the 08’ Equinox. The vehicle was quoted over $3K worth of
repairs needing done and the actual customer elected to start with removing the
exhaust fumes from the interior of the vehicle first because she travels with
children in the car. The actual customer, ******** ******, approved
and signed to have the exhaust repairs done on 2/21/23 and that is the service
that AAA performed. An offer of refund was simply to try and
assist with a resolution and customer satisfaction but was verbally and
explicitly declined by the mother-in-law ****** ******* on 3/20/23.
Regards,Customer Answer
Date: 03/21/2023
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 Answer
Date: 03/27/2023
The representative who contacted me was false in his statement sent to BBB.
Authorization slip attached and copy of the invoice.
Customer Answer
Date: 04/05/2023
Want to have full amount refunded and they can remove parts from the rusted frame.Business Response
Date: 04/10/2023
There will be no further actions taken at this time by the business based on the details we provided on 3/18.
Please see original response provided below:
District Director called ****** *******, who filed the BBB complaint, on 3/17/23 at 10:51am and left a voicemail for a return phone call.
On 3/18/23 District Director spoke with ****** ******* regarding her complaint that was filed with the BBB. Let it be clear that ****** ******* is NOT the vehicle owner nor listed on the AAA invoice or paid for the services that were completed. ****** ******* filed this complaint for her daughter-in-law.
The mother-in-law stated that her concern is that AAA replaced a catalytic convertor, O2 sensor and the vehicle’s frame is rusted. AAA did not replace the entire exhaust system but only the items that were causing exhaust fumes to enter the vehicle per the customer, ******** ******. AAA recommended additional work that was needed but the customer, ******** ******, reviewed all that was quoted, waited a day to review, and then came into the location and authorized and signed to have the exhaust related items repaired.
On 3/20/23 District Director contacted ****** ******* to attempt to resolve this concern. Director explained that the after reviewing the estimate, the work that was authorized and listening to the phone call where the Store Manager and actual customer (******** ******) spoke regarding repairs needed that the store was not at fault for doing repairs that were authorized and signed for by the customer. Director was willing to offer a ‘good will’ or ‘customer satisfaction’ adjustment and offered to have the customer simply cover the price of the parts and diagnostic fees which would in turn provide the actual customer a $428.55 refund. The mother-in-law, ****** *******, stated that was not good and that she would talk with her family members and see what avenue they were going to pursue and would sue us if necessary.
Director attempted to explain the situation again and work with mother-in-law on behalf of the guest but ****** ******* began using profanity and stated that she was being unprofessional and would let us know what she decides to do when that time came and hung up on Director.
The actual customer, ******** ******, just purchased this vehicle from a small online dealer and we just happened to be the store to inspect the 08’ Equinox. The vehicle was quoted over $3K worth of repairs needing done and the actual customer elected to start with removing the exhaust fumes from the interior of the vehicle first because she travels with children in the car. The actual customer, ******** ******, approved and signed to have the exhaust repairs done on 2/21/23 and that is the service that AAA performed. An offer of refund was simply to try and assist with a resolution and customer satisfaction but was verbally and explicitly declined by the mother-in-law ****** ******* on 3/20/23.
Regards,Customer Answer
Date: 04/14/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
****** *******Initial Complaint
Date:02/28/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
see Attached documentBusiness Response
Date: 02/28/2023
District Director contacted ***** ***** on 2/28 at 11:36am to
discuss the guests concern with her 2000 Ford Focus.
Guest had a radiator replaced at our Red Bank location on
7/11/22 and returned in our system on 10/14/22 regarding a leak and no leak
from the radiator what found. On 12/9/22 guest returned to our Red Bank
location and the store quoted approximately $379 to replace hoses that began
leaking. These hoses were not leaking at the time of the radiator
replacement which is why the store did not recommend them at the time.
Guest feels that the store should have recommended the new hoses
because the vehicle is old, and they may have been original. I agreed with
the guest and also explained that is also the reason why they did ‘not’
recommend at that time because they were not leaking or causing an issue at that
time. I have offered to assist in getting the vehicle taken back to
our Red Bank location and have the hoses installed at ½ the quote of the
$379/$400 or what she was originally quoted. I explained that we are
certainly willing to assist her in the repairs by offering a discount, but the
repairs would not be free of charge.
Guest asked to speak with her son and to contact her back on 3/1
to discuss. Director will contact guest on 3/1 to resolve.
Regards,Initial Complaint
Date:02/17/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was charged for a diagnostic on 2/8/23 and a full diagnostic was not run. The tech missed around a dozen codes.
One of the parts replaced was a gas cap that was replaced incorrectly and not tested last time I had brought the car in. The car had the same problem (sputtering and not turning on after refill) immediately after service.Business Response
Date: 02/23/2023
The District Director, Seth F*** will be reaching out again in efforts to resolve. Here is a direct contact # in the meantime ###-###-####. Thank you for your patience.Initial Complaint
Date:01/19/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Please see attached.Business Response
Date: 01/24/2023
The managing director has attempted to contact the customer on 3 different occasions.
Twice on Saturday, 01/21 and once yesterday, Monday,01/23. Voicemails have been left in efforts to discuss and works towards an applicable resolution.
There will be no further action at this time, please contact the Director Seth Fulk at 859-912-3712.
Business Response
Date: 01/25/2023
I Appreciate the feedback.
Seth has let me know we are going to refund the $159 in good faith per your request.
Thanks
Customer Answer
Date: 01/27/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 18840841, and find that this resolution is satisfactory to me.I spoke with Seth Fulk today, 1-25-23, with Sumerel Tire and we resolved this matter. He agreed to send a refund check in the amount that I requested, $159.80. Thank you for your help with this matter. Keith Klee
Regards,
Keith Klee
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.