Complaints

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• Initial Complaint

  Date:07/11/2023

  Type:Billing 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.

  5.31.22 ********* ******* interlock installed I had the interlock installed for supposedly 12month. I have went through so much regarding this interlock, I was over charged the initial payment as long as there was no obvious violation would be 95.00 rounded of there were several complications that led to complaint with regional director ***** *****. I alerted him to being overcharged for a total of 11 violations. I was charged 95.00 per month plus 11*50+ and it’s July it’s still in my car. I expressed my concerns and I was told by Customer Assistance that I shouldn’t be getting this many violations. I went back to ***** and the Pa DUI association about this, nothing was done even though both guys admitted to there being something not right with the paperwork. Tru Customs refused me receipts for transactions but I have my records from cash app and the online receipt I have all paper work please help me.
  
  Here are the details as far as over charges that I can confirm and have inquiry about. 

  Business Response

  Date: 08/03/2023

  THIS IS FROM *********************, REPRESTATIVE OF ********* INTERLOCK SERVICES. **. ********** claim of overcharge and unfair treatment is unjustified and false.  ********************** failed on at least 9 occasions from 9/2022 thru 7/2023 to adhere to the Pennsylvania ignition interlock regulations as per state law and PennDOT regulations overseeing the ignition interlock program. Further **. ********** vehicle has/had several mechanical and electrical issues that caused more violations to be recorded ( also per state law and PennDOT regulations).  **. ********** on-going and continued attitude caused him to be refused service at one service center, almost be refused service at my business location and upon removal at yet a third location ( due to his impatience ) had begun ( with his friend) to start an argument with the owner of that business until it was shut down by the owner who threatened to call the police.
  My business as well as other service locations in our network have gone above and beyond to attempt to assist ********************** up to and including having his vehicle towed to my business due to his claims that the ignition interlock was malfunctioning, this was proved to be false when he arrived, and the vehicles battery was jumped and immediately started ( as was directed to him to try prior to the towing). This tow charge, to my knowledge, is still an outstanding charge on **. ********** account even though he is no longer a customer of the company.    ********************** is attempting to slander the good name of my company as well as others due to his irresponsible behavior and complete lack of understanding of the regulations pertaining to ignition interlock in ************.                                                                                                                        TRU CUSTOMS                                                                                                                                    ********************* WAS TRANSFERRED TO MY LOCATION  . FROM DAY 1 HE WAS RUDE AND DIFFICULT BY BEING HOSTILE WITH THREATS AND CONFRONTATIONAL WITH US EVERY SINGLE TIME. WE WENT OUT OF OUR WAY TO HELP HIM SEVERAL TIMES. WE HELPED HIM REALIZE THAT HIS KEY WAS DEFECTIVE WHICH WOULD NOT LET HIS CAR START AND RULING OUT THAT IT WAS NOT THE INTERLOCK INSTALLED THAT WAS DEFECTIVE. HE WOULD ALWAYS SHOW UP LATE OR ON THE WRONG DAY OF HIS APPOINTMENTS AND WE WOULD STILL SERVICE HIS CAR . THE CHARGES THAT HE WAS CHARGED PERTAINED TO HIS IMPROPER USE OF THE DUI INTERLOCK DEVICE. I HAVE BEEN INSTALLING AND SERVICING INTERLOCK DUI CLIENTS FOR OVER 20 YEARS WITH OVER 600 CLIENTS AND HAVE NEVER HAD ISSUES LIKE WE DID WITH ** *********. I TAKE PRIDE IN MY SMALL VETERAN OWNED BUSINESS BUT WILL NOT PUT UP WITH RUDE AND DISRESPECTFUL CUSTOMERS BECAUSE THEY ARE ANGRY THAT THEY HAVE TO HAVE A COURT ORDERD DUI INTERLOCK.  WE TRIED OUR BEST WITH HIMAND HIS CONSTANT ATTITUDE. HOPEFULLY HE NEVER DRIVES DRUNK AGAIN RISKING THE SAFETY OF OTHERS AND THEREFORE HAVING TO NEED AN INTERLOCK. 

  Customer Answer

  Date: 08/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I would like to address the false claim of me carrying myself in an unprofessional manner. My request was to recover funds that I was overcharged for. As for the discriminate nature of my treatment that is for the EEOC to rectify. I can only give you my account and I can assure you via witness that all my statements are true. All 5 of my witnesses have their account of the treatment I endured. Even though I would like to address the unprofessional treatment as well as false accusations of having police threatened to be called on my I will address that with a lawyer when the EEOC is involved. Simple fact is this, *** ***** new of the over charges and stated, "You will have to press TRU CUSTOMS for that money." Also after alerting him on several occasions about the overcharges non of them were looked into. I had to contact the PADUI as well as the compliance team "**** *********" I will say she was concerned and gave me the information ***** refused to, once ***** new I actually had the violations he immediately wanted to see them. He told me to email them right away and also asked me multiple times how did I get these. After speaking with Phil from PADUI and alerting him to all the violations, he let me know this was very unusual and he assured me he would look into it. Once I called back over the weekend his tune switched after talking to....*****! At first **** let me know this is the first time he has seen anything like this, when I spoke to him the second time he told me there was nothing he could do to recover my funds that is not his department. Keep in mind who ever I spoke to in the company ultimately said decisions were only left for ***** to decide. Please keep in mind I have been conversing with ***** regarding the charges far before they got to the level they are now. Through that process after going through the company chain it all ended up with *** *****. I say that to say this, we spoke on several occasions regarding these charges there would have been more had I not complained and begged them to not charge me. The hand book states clearly what counts as a violation, my car went through mechanical issues, it is a car. I can not help that it, was not for blowing a 0.08 bac it was for mechanical issues 80 % of the time. I would also like to leave you with my witnesses please refer to them regarding the accusations of me being irrational. If asking questions is irrational I defiantly asked because I never been through this before. Further more regardless if it was court ordered or not, that does not give them the right to treat me like crap and kick me around from location to location. I am a customer to them and I should have been treated as such. As far as the racial slurr, I have no acccount of this as I stated before. Seems to me I was taken advantage of and a victim of SYSTEMIC RACISM. For *** ********* to allege something so harsh with no proof is beyond unprofessional. Which proves in my opinion the treatment there after. I would like to state that anyone can make a mistake mine was a DUI from a blood draw I actually  never drank that is on record the dui was for controlled substance. 
  
  ***** ****** - Accompanied me on my uninstalation he can account to the phone calls and the treatment from the Mount Joy location
  
  ###-###-####
  
  ******* ******* - He can attest to *** ***** conversation while my car was broke down on the side of the road, regardless of *** ********** claims I was directed back to him for help which he took advantage of to taunt me and leave me on the side of the road. The conversation was on speaker phone so *** ******* heard both *****/********** remarks. *** ********* referred back to the racial slurs and refused to help me regardless of me pleading to him that ***** sent him to help. ###-###-####
  
  ****** ****** - He accompanied me multiple time to the York Location and witnessed the mistreatment I endured. 
  
  ****** ********* - Accompanied me to the York location and can verify my attitude during appointments ###-###-####
  
  **** ***** - Accompanied me to a few of my appointments and can verify treatment I endured ###-###-####
  
  ****** ****** - Can confirm she was a customer at ****** location ###-###-####
  
  I can have all witnesses provide official statements 
  
  Regards,
  
  *******************************

  Customer Answer

  Date: 08/10/2023

  Please pay attention to the fact I treated everyone with respect when addressing them I find it extremely disturbing to have my character slandered I am a Teacher and take professionalism very seriously. In my opinion it seems like these guy may be doing this to others take my situation and multiply it by 100's of Pennsylvanians this is very unfair. They are using the fact I caught a DUI in order to extract extra funds from people. In order for ********************** to allege I called him a racial slurs with no proof and ************** never ask me for my side of the story is beyond unfathomable to me. As a professional I would never accuse anyone of racism without proof that is a very serious accusation. Keep this in mind as well, if I was so hard to deal with they could have dropped me from the program at any moment. I wasn't instead my license was pushed back I was over charged and treated discriminately. 

  Customer Answer

  Date: 08/10/2023

  Please pay attention to the fact I treated everyone with respect when addressing them I find it extremely disturbing to have my character slandered I am a Teacher and take professionalism very seriously. In my opinion it seems like these guy may be doing this to others take my situation and multiply it by 100's of Pennsylvanians this is very unfair. They are using the fact I caught a DUI in order to extract extra funds from people. In order for ********************** to allege I called him a racial slurs with no proof and ************** never ask me for my side of the story is beyond unfathomable to me. As a professional I would never accuse anyone of racism without proof that is a very serious accusation. Keep this in mind as well, if I was so hard to deal with they could have dropped me from the program at any moment. I wasn't instead my license was pushed back I was over charged and treated discriminately. 

  Customer Answer

  Date: 08/10/2023

  Please pay attention to the fact I treated everyone with respect when addressing them I find it extremely disturbing to have my character slandered I am a Teacher and take professionalism very seriously. In my opinion it seems like these guy may be doing this to others take my situation and multiply it by 100's of Pennsylvanians this is very unfair. They are using the fact I caught a DUI in order to extract extra funds from people. In order for ********************** to allege I called him a racial slurs with no proof and ************** never ask me for my side of the story is beyond unfathomable to me. As a professional I would never accuse anyone of racism without proof that is a very serious accusation. Keep this in mind as well, if I was so hard to deal with they could have dropped me from the program at any moment. I wasn't instead my license was pushed back I was over charged and treated discriminately. 

  Business Response

  Date: 08/23/2023

  I am rejecting his response. First of all no one should be claiming systemic racism when cleary we here are minorities also. plus ********************** is the one that was using racist words . also he  was here because he decided to drive under the influence. regardless of the situation we are here to help. any violations that he was charged because his car wasnt in the best mechanical shape is not our problem. it is his responsibilty to properly maintain his vehicles in great operating condition. i will not be refunding any reset violation costs he incurred for improper use or mechanical issues which caused violation charges. i have video footage of the times he came in always with attitude and im pretty sure i could pull them up for proof of his disrespectful and rude manner all the time. nobody discriminated against him . when he was rude we gave him the same attitude he would bring. even after that we gave him a free one month monitor valued at $95.40 plus a tow truck that was over $200 to tow it to my shop when he was blaming device issues . i spent hours checking his car and found out his key was broken and the chip would not allow the car to stay running. so after that he had it fixed which i have the key company number also to verify it was his key that was defective. after that he had no issues . also at the initial installation he signed documents that clearly state that he wil be charged for mechanical issues or improper use of dui interlock device. we have been in business for over 20 years and have never had any issues with a customer like ********************** he did threaten my employee and he always came in with a chip on his shouder and a bad attitude. maybe he should not drink and drive or do drugs to get a dui and learn a lesson on how to treat people with respect and also maybe get a functional car that runs great . have a great day.

  Customer Answer

  Date: 08/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I stated all facts, I don't feel going back and forth will resolve this matter. I have provided the handbook as well as the violations as well as witnesses to his behavior as well as mine. It does not serve anyone to go back in forth I just want my refund. The racial discrimination I endured through tru customs as well as ******* will be handled separately but this all stems from the initial interaction through *******. ******** as well as ***** as well as ********************** have all been in communication during this ordeal. Thank you. I provided the proof please contact *************************** regarding my violation report she provided me with that also alerted me this has been an issue in the past with others when dealing with ************** as far as my DUI well I paid my debt to society for that. I don't feel as though a citizen should be able to try me twice for his own opinions on my ordeal. I WAS REFUSED RECEIPTS, my license was pushed back the policy book states clearly what constitutes a violation and if the company doesn't think your car is fit, they would not have installed the device. If you look into the details I contacted both parties whenever an issue presented its self. ************** text kind of collaborate that he states “You would have to press true customs for any “overcharges” he is an independent business provider” not to mention the contract states my uninstall at 55.00 in which *** ***** tried charging me 140.00$ there is more to discrimination than us both being “minority” there are more factors that go into determining that but as I stated this issue will be addressed by the proper entity. I wonder how many overages these guys are collecting based on how they feel about customers catching DUI’s clearly *** ***** has an opinion on what I’ve already paid my debt to society for. I ask that this company respectfully reimburse my funds.
  
  Regards,
  
  *******************************