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 Find Local Branches.

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Bob Sumerel Tire & Service Co LLC has 39 locations, listed below.

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• 

  Bob Sumerel Tire & Service Co LLC

  15 W Central Pkwy Cincinnati, OH 45202-1005

  
• 

  Bob Sumerel Tire & Service Co LLC

  5274 Dixie Highway Fairfield, OH 45014

  
• 

  Bob Sumerel Tire & Service Co LLC

  1246 State Route 28 Milford, OH 45150

  
• 

  Bob Sumerel Tire & Service Co LLC

  7005 Alexandria Pike Alexandria, KY 41001

  
• 

  Bob Sumerel Tire & Service Co LLC

  3872 Paxton Avenue Cincinnati, OH 45209-2399

  

The 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:01/11/2023

  Type:Service or Repair Issues
  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.

  I called *** for Tow had to wait 6hrs, with no updates while waiting. Had to call multiple times to see how much longer my children and I would have to wait. Once *** arrived they Towed my vehicle to Bob Sumerel Tire & Service - *** Tire & Auto ********* **** ***** *** ********* ** ***** they repaired my vehicle. The mechanical issue I took the vehicle there for exists, and the vehicle is still not running right. I took the vehicle to another *** BOB Sumerel Tire & Service Co LLC location (**** ****** *** *********** ** *****). They said the vehicle needed a new starter. The car starts up fine, and took it to have the starter check and there were no issues. The original issue I took it to the first location for has not be fixed. Its unfortunate that the employees at Bob Sumerel would tell their customers, to replace parts that aren't defective. I wish I would have went online and read all the negative reviews before towing my vehicle there. Now I have to take my vehicle to the dealorship to have them diagnose and fix the issue that relates to the actual problem. Please do your homework, and read all the negative reviews before you use this company for any vehicle related services. They refused to rectify their mistake. Buyer Beware!

  

  Business Response

  Date: 01/16/2023

  The District Director, Seth F*** has called on 3 separate occasions in efforts to discuss. As we are waiting for a returned call per the voicemails, feel free to reach out directly.

  ###-###-#### this is the direct number to call to get this handled, please call at your earliest convenience. - Thanks

  Customer Answer

  Date: 01/16/2023

  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 District Director, Seth F***** has NOT called my telephone number. I haven't received any phone calls from anyone at Bob Sumerel Tire & Service - *** Tire & Auto. It's unfortunate that they would lie like this to the BBB. 

  
  
  Regards,
  
  
  
  ****** ******
  
  

  

  Business Response

  Date: 01/17/2023

  In order for us to work on a resolution we need to get in touch with the "Guest"

  Please call the District Director so we can work towards a resolve.

  No further action will be taken until this happens.

  Please call the Managing Director, Seth F*** at ###-###-####.

  Respectfully,

  Customer Answer

  Date: 01/27/2023

  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.
  
  I called the District Director/Regional Director Seth F*** at 1031AM on January 27, 2023. Mr F*** didn't answer the call, but immediately text me, and said that he would call me right back. Mr F*** returned my call 1036AM from his ###-###-#### cellphone.
  
  I was given options, but not satisfied with them. Mr F*** offered a full refund to the Discover CC, or a paper Check, but only if I give him the parts they installed. He said he would drive to me to pickup the parts. Unfortunately for this to happen I would have to pay the Dealership $350 to remove the parts they installed. We ended the call. I called Mr F*** back to ask him if the *** Bob Sumerel Tire & Service location got rid of my parts. He confirmed they did get rid of my parts. He said they are trying to locate them. As a customer there is no way to verify they're giving my back my original parts. I don't trust *** Bob Sumeral Tire & Service to work on my car. I took the vehicle to another *** BOB Sumerel Tire & Service Co LLC location (**** ****** *** ********** ** *****). They said the vehicle needed a new starter. The vehicle starts up fine, and I took it to have the starter checked, and there were no issues with the starter. After reading all the negative reviews, I don't feel safe letting them do any work on my vehicle.
  
  I would also have to pay an additional $350 to have my parts installed which would equal $700 exceeding what I initially paid. The option the company gave me does NOT make me whole. I'm disappointed that the company would put their reputation on the line, and loose a customer when they've clearly made a mistake, and misdiagnosed the vehicle.
  
  
  Regards,
  
  
  ****** ******
  

  

  Business Response

  Date: 02/04/2023

  Seth F*** called twice on Friday, 02/03 at 9:29am and called again and left
  a message at 4:16pm.

  Please call him back at your convenience so he can assist in an amicable resolution. 

  Direct Cell # ###-###-####

  Customer Answer

  Date: 02/14/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. I and called and spoke to Seth F*** (District Director/Managing Director) at ###-###-#### today 2/14/23 at 1126AM. We are working to resolve this matter within this week. Once resolved I will document the final outcome. 

  
  Regards,
  
  
  
  ****** ******
  
  

  

  Business Response

  Date: 02/15/2023

  Appreciate the update, we will look forward to a resolve, thanks.

  Customer Answer

  Date: 02/24/2023

  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.

  On February 14, 2023 I called and spoke to the District Manager for Bob Sumerel Tire & Service - *** Tire & Auto. I haven't received the check for the full refund that he said he issued that day. Once I receive the refund check I will update/document the Better Business Bureau on the final outcome. I'm not sure why it would take 10 days to mail a check if it was issued on the 14TH. I haven't received any calls from anyone at Bob Sumerel Tire & Service - *** Tire & Auto, with any updates. 

  Regards,
  
  
  
  ****** ******
  
  

  Customer Answer

  Date: 03/08/2023

  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.

  
  On February 14, 2023 I called ###-###-#### and spoke to the Seth F*** Managing Director, District Director for Bob Sumerel Tire & Service - *** Tire & Auto. I haven't received the check for the full refund that Mr F*** said he issued that day. I was waiting for a response from Bob Sumerel Tire & Service - *** Tire & Auto, as to why I haven't received the check they promised? I'm not sure why it would take almost a month to receive the refund check. I haven't received any calls from anyone at Bob Sumerel Tire & Service - *** Tire & Auto, with any updates. Please contact Bob Sumerel Tire & Service - *** Tire & Auto, for clarification on when I might receive the refund check they promised.
  

  Regards,
  
  ****** ******

  

  Business Response

  Date: 03/10/2023

  District Director has reached out twice in the last 24 hours leaving 2 voicemail messages. First message 3/09 at 11:25am, and second message 3/09 at 2:27pm.

  Please return Seth F***'s calls at ###-###-#### and he can help address the issue(s).

  Customer Answer

  Date: 03/10/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********

  I received a call today, March 10, 2023 at 830AM from Managing Director, District Director for Bob Sumerel Tire & Service - *** Tire & Auto. I called Seth F*** back at 845AM. He said he saw my response from my better business Bureau complaint. He said the check processing portion was done on 23rd or 24th. I asked him was the check mailed out yet, he said he was waiting on that answer. He said the refund process takes some time, he said he wants to get this right, and get this taken care of right away. 
  
  
  Mr F*** said “let’s plan to talk on Wednesday, i’ll put in my calendar.” I told him let’s talk on Friday March 17, 2023, to give the check a little more time to arrive. I told Mr F***, I don’t mind waiting for the check, I just wanted confirmation that the check was still coming, with an update of some sort (Text, Call, Email). 
  
  
  The company is working to resolve the issue, so once I receive the refund check I will update the Better Business Bureau on the final outcome. 
  
  
  ****** ******
  
  

  
  
  
  
  
  

  Customer Answer

  Date: 03/21/2023

  March 21, 2023

  I have not receive the check that was promised from Bob Summeral on Wednesday 15th, or Friday the 17th. I contacted ***/Bob Summeral Managing Director today at 2:40PM. I informed Mr F*** that I have not received the check, and asked him could he confirm that the check was mailed to me and when. Mr Seth F*** responded back to my message and said " I will confirm today and reply asap. Thank You." I will update the BBB when I get an update from Mr F***, and/or receive the check.

  Thanks 

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

  

  Business Response

  Date: 03/28/2023

  District Director, Seth F*** has now met with the customer Today, 3/28,  and actively working towards a final resolution.

  Customer Answer

  Date: 03/30/2023

  March 30, 2023 
  
  
  Dear BBB,
  
  
  I am writing to inform you that I have received a resolution to the issue I previously reported. It took longer than anticipated, but I am extremely grateful for the excellent support provided by District Director Seth F***.
  
  
  When I reported an issue with *** Bob Summeral Tire & Service Co LLC, I was initially concerned about how the company would respond. However, Seth F*** contacted me promptly and listened carefully to my concerns. He then took swift action to help me resolve the issue, going above and beyond to ensure that I was satisfied with the outcome. Throughout the process, Seth was patient, professional, and efficient, making me feel heard and valued as a customer.
  
  
  Seth F***'s assistance exceeded my expectations, and I believe he is a valuable asset to your organization. I hope you will recognize him accordingly for his outstanding service.
  
  
  Thank you again for your attention to this matter. The successful resolution has restored my trust in *** Bob Summeral Tire & Service Co LLC, and their commitment to stand by their service. I appreciate the service that the BBB provides to consumers and will not hesitate to contact you if I encounter any issues in the future.
  
  
  Sincerely,
  
  
  ****** ******
  
  

• Initial Complaint

  Date:11/18/2022

  Type:Service or Repair Issues
  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.

  This complaint is for this loction of Bob Sumerel Tire & Service Co LLC
  **** Tylersville Road West Chester, OH 45069
  I left my Prius in the care of Bob Sumerel to have a battery replaced. While my vehicle was in their posession the catalytic converter went missing. They filed a police report with the West Chester Police claiming vandalism. Bob Sumerel is denying any liability for the vehicle's missing parts while in their posession. The cost of replacing the catalytic converter is between $1600 and $3000 depending on if it is done at the Toyota dealer or not.
  When they took my keys and my vehicle they did not have me sign anything and nothing was posted that they would be held harmless. Furthermore, they failed to notify us when our vehicle was ready and so it was on their property and in their posession longer than it should have been. According to their manager, had they called us and notified us when it was ready it would not have even been there on the day of the alleged vandalism.
  Bob Sumerel did not demonstrate reasonable or ordinary care to the cars and this makes them liable. The manager explained to me that this was a known risk and that cars in an adjacent store had been being vandalized. He said the adjacent store had recently taken security measures such as adding security cameras to their lot. Bob Sumerel does not have security cameras in place nor do they have plans to even after being aware of this risk. Bob Sumerel failed to warn me nor did they suggest keeping my vehichle at home in my garage and it was a known risk to them. Bob Sumerel further failed to demonstrate reasonable or ordinary care to my car by failing to notify me when it was ready to be picked up, leaving it in their posession longer than necessary posing lengthier risk exposure.
  Bob Sumerel needs to cover the expense of this repair as it occurred while in their posession and their negligence in failing to have any reasonable security and failing to notify us that the car was ready.

  

  Business Response

  Date: 11/21/2022

  We have previously explained to
  the customer that unfortunately, we cannot control the actions of third-party
  bad actors, and that the ******* should report this theft to their automobile
  insurance company.  While there is a problem nationwide at this time with
  thefts of catalytic converters, and while the nearby ****** has had issues with
  that, this was the first time we have had a catalytic converter theft at this
  shop location.  Cameras do not necessarily deter such thefts, as thieves
  simply find ways around the camera surveillance; we know this because even when
  shops do have surveillance there are still thefts of catalytic converters at
  surveillance-equipped locations.  Moreover, an employee’s alleged
  statement that the company is not going to put up security cameras is not
  necessarily an informed statement.  This decision is made between the
  repair shop, the business line manager and the facilities team.  We
  normally do notify the customer as soon as their vehicle is ready. 
  However, at this time, the store manager was out and the people filling in did
  not make notification immediately.  There is no way to know for sure
  whether this would have contributed to causation or not, as we do not know for
  certain when the catalytic converter was actually stolen.  Further, there
  is no requirement in Ohio that requires posting that the shop is not
  responsible for damage, loss or theft of vehicles (or their parts) while on the
  lot, nor is the shop required to provide the customer with a written notice of
  such.  In summary, we did not act in a negligent manner; we had not
  previously had issues with this on our lot, and this is not something that the
  shop can control.  The ******* need to report this to their insurance
  company to cover the cost of replacement.

   

  

  Business Response

  Date: 11/29/2022

  Response has not changed. The business is not liable, and the ******** need to contact their own insurance
  carrier if any further actions are desired.

   

  
  

  Customer Answer

  Date: 12/01/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. The business failed to

  take reasonable care to protect property in their responsibility. The business is liable. 
  

  Regards,
  
  
  
  **** ******
  
  

• Initial Complaint

  Date:11/14/2022

  Type:Billing Issues
  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.

  I had tires installed on my car on 9/9/22. I requested a three year alignment warranty and was billed for tire installation and a one year warranty for a total amount of $242.39. I realized after payment the warranty was only for one year and asked to have the three year warranty. The person completing the sale provided a credit for the invoice containing the one year warranty and I then paid for installation and the three year warranty. I still have not received the money for the refunded amount of $242.39. I have all three invoices - the original that was incorrect, the invoice for the credit, and the corrected invoice containing the three year alignment warranty. I have tried to get resolution through both the store and ***. I was told by the store I would receive a call from the district manager and have not been contacted. *** transferred me to the district manager on 10/31 and I left a message which hasn't been returned. I would like to receive the refund of $242.39 that is owed to me. The funds were never received into my bank account.

  

  Business Response

  Date: 11/23/2022

  District Director spoke with *** ********* on and verified his
  concern on his missing credit.  Director will be processing his credit via
  a refund check mailed directly to his verified address.  After review, it
  appears no credit card was ever ran at the location for the ‘credit due’ in the
  amount of $242. 39.  Assistant Manager and Director have verified amount
  and dates.  *** ********* was satisfied with Director contact and
  immediate resolution.   Apologized for the mix up and wish him happy
  holidays. 
  

  Customer Answer

  Date: 11/23/2022

  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:10/23/2022

  Type:Service or Repair Issues
  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.

  Started all the way from 04/02/2021 to 08/04/2022, its still not fixed
  Have paid a total of 2,386.52 dollars, I was way charged over on labor cost
  The business was to fix my AC, the business still has not fixed it today
  Account is under *** **** our daughter, we have our own, Account # ********** Order # *********
  No tracking # sometimes was left, sometimes waited for it
  0ne of the two shops I went to hit a pipe with the front bumper and bent it down.
  Was only at the ********* **** shop the one time so far

  Customer Answer

  Date: 11/03/2022

  Per phone call from *** **** this is regarding his transaction, not my daughters.

  

  Business Response

  Date: 11/15/2022

  Store Manager at the ******* ** location has called and spoken with Guest, *** ****, and has set up an appointment on Friday November
  18th at 10:00am to address the stated concerns.

   

  Customer Answer

  Date: 11/28/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  
  I believe Sumerel has fixed my truck AC but not my front bumper, I asked them if they would try to find me a used bumper but I do not know where this stands.   

  
  Regards,
  
  
  
  ******* * **** **
  
  

  

  Business Response

  Date: 11/30/2022

  District Director has followed up with customer and they are working towards a resolve.

  Customer Answer

  Date: 05/30/2023

  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.
  

   

   Please see attached rebuttal statement.

  
  Regards,
  
  
  
  ******* * **** **
  
  

  

  Business Response

  Date: 05/31/2023

  District Director, John P***** reached out to customer yesterday, 5/30, and is actively working towards a resolve. Awaiting action now lies with the customer as to next steps.

• Initial Complaint

  Date:10/09/2022

  Type:Service or Repair Issues
  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 f150 for a tire fix. After that repair I was told that I needed the cabin air filter replaced. I asked for the price on installing a new filter. he said it would make the total bill $78.00 with the replacement filter & i told him to replace it. Shortly thereafter the mechanic comes out with the invoice, tells me there was a problem. He had to pull the entire dash to change out filter so there was an Additional $56.00 for labor. After questioning this since it was not the price quoted. After a few moments discussion he relented & asked the cashier to remove the labor charge from the bill. Had I Not disputed this I would've been charged an extra $56.00. Not to mention the fact that after watching 3 ******* videos & calling a **** dealer, the filter is easily replaced thru the glove box, & the removal of the Entire dash wasn't necessary. I

  

  Business Response

  Date: 10/11/2022

  District Director spoke with ****** ****** on Monday 10/10/22 at
  5:18pm.  
  
  Customer expressed her concern with the change in pricing after
  she was quoted one price and then later told it would be an additional
  $56.  I agreed with guest that is not typical and out of the norm for any
  of our locations once a price has been quoted and apologized for the
  miscommunication.   Guest explained that she is long time customer
  and never had issues in the past but wanted to make sure this was brought to my
  attention.  Director did offer a discount for future use, apologized again
  and thanked her for her time and bringing this to our attention.
  
  
  
  Regards,

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  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.

  On 06/15/2022 I took my vehicle to Bob Sumerel Tire and Service, **** ****** *** *********** *** ****** My car was in for an EGR valve, windshield washer fluid pump (that I provided) install. The car Still stalls at lights and sometimes cuts off at stops. On 07/01/2022 I took it back for a fuel filter replacement. They literally dropped the gas tank and broke off valves that can’t be replaced. So NOW the whole tank needs to be replaced. My car sat for three months and no work was done on it. The gas tank just sat on the garage floor. No one ever called to give me updates on the works progress. I had to call them and all I got were excuses. I also noticed a broken left rear tail light that happened while my vehicle sat behind their building. I want to be reimbursed for the damages to my vehicle. I’ll have another mechanic work on my vehicle. I went back up there for the work order on my vehicle and was told the file was deleted. I want them to pay for damages so I can have my vehicle fixed. Thank you.

  

  Business Response

  Date: 10/08/2022

  The District Director that oversees the complaint location, has called the customer on 10/07/2022 at 6:15pm left a voice mail, and then again on 10/08/2022 at 9:12am, and once again left a voice mail.At this time he has not received a call back. At the time of the call back we will attempt to resolve the issue. Until that time, there will be no further action. Respectfully

  Customer Answer

  Date: 10/14/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I did speak to Purvis on Monday 10/10/2022 and he said he would call back in a few days.  

  As of today (10/14/2022) I have not heard back.  
  
  
  Regards,
  
  
  
  ****** ****
  
  

  

  Business Response

  Date: 10/14/2022

  The District Director has been in touch with him via phone today, and they are working towards a resolve. 

  Customer Answer

  Date: 11/04/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Per phone call from *** **** to BBB:

  I spoke to Mr. Evans w/co on Oct 21st and he stated they would be sending a check and to allow 14 days to receive it.

  Provided I receive the promised check, please close as resolved.  If I do not receive the promised check, I understand that I can open this complaint and submit a rebuttal statement.
  
  
  
  Regards,
  
  
  
  ****** ****
  
  

  Customer Answer

  Date: 11/16/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Please reopen my complaint.  As of today, I have not received the promised check.  Please advise status.
  
  
  Regards,
  
  
  
  ****** ****
  
  

  

  Business Response

  Date: 11/16/2022

  The agreed upon refund amount has been issued in the form of a company check.

  Payment was post marked and went out on 11/15/2022.

  Please give a 10–15-day window of receipt, as the corporate office is out of *********** **.

  In addition, there may be delays with the United States Postal Service due to the upcoming holiday.

  Appreciate your patience in this matter.

   

  Customer Answer

  Date: 11/17/2022

  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,
  
  
  
  ****** ****
  

  Customer Answer

  Date: 12/06/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  Per phone call from *** ****,

  Please reopen my complaint.  As of today, I have not received the promised check from the business.

  Please confirm status of my check.

  
  Regards,
  
  
  
  ****** ****
  
  

  

  Business Response

  Date: 12/06/2022

  This refund check has been processed so unsure of what the delay may be.
  

  I reached out to the District Director and he is going to look into the status of the Refund Check and reach out to the customer today with an update.
  

  Customer Answer

  Date: 01/04/2023

  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.

  I did receive a check #****** dated 11/15/2022.  It was just received in the mail yesterday 1/3/23.  The check has the wrong name on it.  It is made out to **** **********, and it should read ****** ****.  Please reissue a check in the correct name:  ****** ****.

  You may also call me at ###-###-####.

  
  
  Regards,
  
  
  
  ****** ****
  
  

  

  Business Response

  Date: 01/04/2023

  Discussed with District Director and we are contacting the AP Team to cancel and reissue. Starting the process today, 01/04/2023. Thanks

• Initial Complaint

  Date:09/24/2022

  Type:Service or Repair Issues
  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.

  Brought our car in for an oil change (it’s first, car was purchased with 3k miles on it, oil change at 7k). Picked it up, drove home, when My wife backed out the next day discovered the heat shield was never properly reattached so it was dragging underneath my vehicle. Brought it back up to bob Sumerel in ********** after my pregnant wife had to get underneath her car and detach the heat shield herself in order to be able to move the vehicle and they told me they would order a new one and put it on. This has been almost 2 months now of weekly phone calls (it was august 6th.) The old manager is now gone and the new manager claims to be following up about it but doesn’t return phone calls.

  

  Business Response

  Date: 09/27/2022

  District Director has spoken to the guest, **** ******** on
  9/26/22 regarding her heat shield that was accidently broken during an oil
  change service.  I apologized for her experience and delay in resolution
  and informed her that we ordered and received a new heat shield to replace her
  damaged one.  Again, I apologized for the delay and informed guest that
  the new one can be installed at their convenience.  
  
  Guest requested to only pick-up the new heat shield and was
  going to have the dealership install only.  I again offered our location
  or another AAA location to install and guest declined and again requested to
  simply pick up the new shield and would have the dealership
  install.   I told the guest we would follow their request and have
  the part available to be picked up at their convenience.  
  
  
  
  
  Regards,

  Customer Answer

  Date: 09/27/2022

  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. 

  They were unhappy that I did not want them to install the piece, but this was not the sole incident we had with bob sumerel ********** and wish to no longer have any service performed on our cars by them. 

  We are glad they followed through with their promises after 2 months of back and forth. 
  
  
  
  Regards,
  
  
  
  **** ********
  
  

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  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.

  On August 10th I brought my truck to Bob Sumerel Tire on ** ** for a tire rotation an alignment and an oil change. The truck was there all day. I never received a phone call from the sales manager. I tried several times to call him. There was no answer. I went to pick my truck up at 5:30 pm. The sales manager said everything was okay and that my truck was ready. My bill was $263.00. I paid the bill, but when I walked out to my truck I noticed that the tires had not been rotated. I checked my receipt and I was charged for the tire rotation. I went back in to question the sales manager about it and he insisted that they were rotated. I explained to him that I just put a new / used tire on the front and that it was still on the front. Then I questioned him about if they had actually done the alignment? Again he told me yes it was done. I asked for the alignment print out that shows how much adjustment was made during the alignment? He then stormed off with an attitude and disappeared to the back. When he returned he said he spoke to his thech and that infact nothing had been done to the truck. He said the truck needed tie rod ends to be aligned. This is exactly what they told me the last time. I have had the tierods replaced and was bringing the vehicle back to be aligned. Suddenly I hear a loud rude voice from behind yelling "Excuse me sir we have other customers waiting" it was the women working the *** both. I told her that nobody was talking to her and continued my conversation with the sales manager. The woman, who didn't have anything to do with the conversation kept on being belligerent until I left. The salesman says he refunded the money to my card. But I have not seen it yet. Also, when I got my truck to leave I noticed that the driver's side mirror was cracked. I would like a refund for anything that I paid for that wasn't done. And I would also like my mirror repaired or replaced.
  Best Regards, *****.

  

  Business Response

  Date: 08/19/2022

  Refund was provided same day at time of service, and copies of credit was provided at that time.

  District Director will reach out to customer about mirror issue and make a determination of next steps.

  Customer Answer

  Date: 08/23/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  In their response they said someone would reach out to me in regards to the damage to my mirror. I have not heard from them yet and would like to keep this complaint open until the situation is resolved. 
  Regards,
  
  
  
  ***** *******
  
  

  

  Business Response

  Date: 11/22/2022

  The District Director spoke with *** ******* on this situation and has requested both pictures and supporting documentation based on his allegations for the broken mirror.

  Location has already refunded the requested amount for services, and we will look into the additional claims and make a determination at that time.

   

• Initial Complaint

  Date:07/18/2022

  Type:Service or Repair Issues
  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 car into bob Sumerel Tire Service for a water pump an timing chain to be changed it took 1 month for them to get to my car after ward my car no longer worked trying to resolve the issue I was unable to speak to anyone for at least 2 weeks then finally I was directed to the district manger who said he would pay to have my car towed to another store where they can figure out what happened. After waiting for thee car to be towed another month finally they got to it then said that my engine was ruined by the other store an there not telling me anything on resolving the situation just keep telling me someone will call me back 6months from march 4 till now I still don’t have my car or a solution

  

  Business Response

  Date: 08/03/2022

  District Director spoke with ****** ***** and they have agreed to refund her the
  money spent on the labor she spent on her vehicle repairs.  The repairs
  did not resolve the guest issue and AAA has towed the vehicle back to the
  owner’s home address and will be refunding $490.45 for services performed at
  our ******** location.   Guest is satisfied with resolution and has
  the District Director’s contact name and number should any other concerns or
  questions arise.