Complaint Category: Inappropriate behavior by customer service personnel
Complaint: Bumper to Bumper (Prosper, TX location) did not practice due diligence in securing my personal property (i.e., automobile and contents).
On Sept. 30, 2013, I took my 1950 Chevy to Bumper to Bumper (Prosper, TX) to look at the brakes. I talked with the owner, told him what I needed and we were in agreement. He said it may be a few days before they could get to it, but that the car would be stored indoors. I agreed, gave them the key and left the premises.
On Oct. 1, 2013 at 7:15 AM, I received a call from a friend who saw my car in the parking lot. I went over and checked, and the car was left in the parking lot overnight - *unlocked and all windows down.* The car was soaking wet inside and out due to dew and sprinklers and there was dirt and grass in the car from landscapers and surrounding construction.
The condition of the car when I found it is not my main problem. The main problem is that they left my 63-year-old antique automobile clearly visible and vulnerable in a wide open parking lot easily accessible from Preston Rd. As a result, anyone with a trailer could have taken that car in minutes, and I would have never seen it again. Just to put this in perspective, this is a car I have owned for 27 years, done all the work on myself and put tens of thousands of dollars into - this wasn't some piece of junk rust bucket.
Before confronting anyone about the situation, I wanted to give the on duty staff a chance to explain what happened, so I went inside and asked if the car was, in fact, there overnight, and the company representative behind the counter nonchalantly said "yeah," then shrugged as though it were no big deal. He offered no explanation, made no attempt to apologize and ignored me from then on. That employee's lack of concern for the safety of my property, unwillingness to accept responsibility for the incident and unwillingness to apology led to a heated exchange. During that exchange, I demanded the return of my keys. Once I had my keys, I left.
At this time, nobody has reached out to say "I'm sorry," "How can we fix this" or even acknowledge they put my property at risk of theft or vandalism.
Initial Business Response
To Whom it May Concern:
In response to **** *******'s dissatisfaction of the neglect towards his vehicle, I can not agree that the entirety of the details in his complaint are true. I, **** ******, owner and operator, regret to admit that the manager did in fact forget to store his vehicle indoors overnight. However, the damages described in Mr. *******'s complaint, such as dirt and water on the interior and exterior of the car, are untrue. When Mr. ******* returned to Bumper 2 Bumper the following morning, rather than approach my supervising manager on staff in a professional, civilized manner addressing his concern, he rushed to the counter with rage and volume in his voice.
Without pause for an explanation or apology, he proceeded to insult the entire staff, without omitting any level of vulgar profanity. The supervising manager had asked him several times to contain his anger and to address him with respect and professionalism. Unfortunately, he continued and as he walked out the door he threaten us by saying, "As long as I am in this town, I will make it my mission no one enters this place and that you will be closed down." The woman who handles our paper work stepped out of the office to see if she can calm Mr. ******* down, as she saw him leave the building she followed him to see the damages done to the car for herself. When in fact there was no debris of any kind.
If given the opportunity to speak and explain, the manager would have been honest and forth coming of our regrets in leaving the car outside, followed by an apology. Mr. ******* would have been offered from us to service his breaks at no cost. Mr. ******* left us no option other than to ask him to leave the premises. The outcome of these occurrences is unfortunate. Had Mr. ******* gained control over his anger and allowed the opportunity, the manager would have discussed an arrangement to maintain the customer's satisfaction.
I have been in the automotive business for 40 years, and this is my passion not just a business for me. I take pride in giving the best service possible. I believe customers are right, but there is a fine line to that statement. I don't believe it was acceptable for him to come into a place of business screaming and cursing especially in the presence of a woman. Not storing the vehicle was wrong on our part, and I have corrected the situation by professionally disciplining the employee. With that said, I am a reasonable person, and if Mr. ******* approached us with respect I am convinced we would have came to a conclusion that would have made him happy.
Owner of Bumper to Bumper
787 N Preston Rd
Prosper, TX XXXXX
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. ******'s response is not only insufficient, but it is not true (note that Mr. ****** was not present and is relying solely on the account of the same employees who left the vehicle outside all evening). I did not enter the office in a rage and immediately begin yelling. I entered the office and stepped in about 3' feet, keeping at least 10' feet between the counter person and myself. I then calmly asked if the car was left in that condition outside all evening - I wanted to give the person on duty an opportunity to explain and address the situation. However, when I posed that question to the on duty staff member, he simply shrugged and said "yeah, it was there all night" as if it was no big deal, and then said nothing more. I paused for at least 10 seconds, waiting for an apology, anything - nothing came. His complete disregard for me and my property made me angry (understandably I believe) and I yelled at him. I left the office and was going to leave the car and retrieve it later that afternoon, as I had to be somewhere. However, I quickly reconsidered and went back into the office and demanded the return of my keys. At this point, they began scrambling, and it took them 10 minutes just to find my key, all the while, yes, I was yelling at them. It is important to note here that the woman present never said a word to me or left the office until she had my key. When she finally found my key (at this point I had been outside for several minutes waiting for the key), she came out of the office, handed me the key, and then followed me to my car (clearly she couldn't have been too intimidated or afraid) and, as I was starting the car, put her entire upper body and right arm in the car to feel the seats (no doubt to assess the damages and their potential liability).
It is clear to me, based on his staff's behavior and his response to my complaint, that Mr. ******'s only concern is trying to mitigating any legal liability he may think he has for being grossly negligent in securing my personal property. If he was interested in rectifying this situation, he would have seen in my complaint that I specifically said, "The condition of the car when I found it is not my main problem. The main problem is that they left my 63-year-old antique automobile clearly visible and vulnerable in a wide open parking lot easily accessible from Preston Rd. As a result, anyone with a trailer could have taken that car in minutes, and I would have never seen it again."
I have no interest now nor have I ever had any interest in suing Mr. ****** or his company. I just wanted a sincere apology, but he's so concerned about the legal ramifications that he won't even do that. Pathetic.
There is an easy way to resolve the debate over what happened that morning - produce the shop's video surveillance tapes, I'm sure they have them. I know I'm telling the truth, so I have no problem reviewing those tapes to show what really happened. Mr. ******, however, is likely never to produce those tapes because he knows he fabricated his entire response.
I flatly reject his response to my complaint. Furthermore, I will continue to tell every person I meet in the town of Prosper, TX and the surrounding area exactly what he did to my property and how I was subsequently treated.
Complaint Resolution: BBB determined that while the company addressed the complaint issues, the complainant was dissatisfied and the matter was outside BBB Rules of Arbitration.