Complaint: Performing unauthorized service. Charging excessive fees for needed services. Order #6796 - I brought my vehicle in to have the air conditioning system charged with freon. I was told the charge would be $75.00 plus freon cost that was needed. They called me and told me the cost would be $300.00. They also informed me that the entire vehicle was inspected as a service to me (which I did not ask for) and tried to sell me other services. I had previously told them that I only needed the ac charged so it would cool. I went to pick up the vehicle, told them they were over-charging me, and that a competitor would recharge the system for $65.00 (which they did) I had to pay $75.00 to get my vehicle back, and received no services for my money. I had already told them the ac was needing freon, they checked out the entire vehicle, told me all of the other issues, tried to sell me unwanted repairs, and ended up doing nothing; except taking my $75.00.
Business' Initial Response I called customer after discussing what took place with my service manager. We had a good conversation, I explained to him the difference between the service we perform and what he got elsewhere. Our service complies with government regulations as to the proper methods needed for servicing today's Air Conditioning systems. We were not performing unauthorized repairs as it was explained to him since we didn't know what was wrong with his vehicle that there would be a $75 charge for diagnosing the problem. We did so and he declined the repair. As to the courtesy inspection that was performed at no charge, we perform these on each vehicle so that we can help our customer's understand their safety and maintenance needs. We don't pressure them into anything, but do give them an estimate if they wish to make the repairs. At the end of our conversation that evening I asked if there was anything that I could do to further resolve the issue, he asked for a refund which we gladly provided.
Consumer's Final Response I received a call from Longview Radiator on June 30th. The owner returned my check for $75.00.
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Tyler & Longview TX Serving 19 East Texas Counties. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
Some Better Business Bureaus offer additional content and services in BBB Business Reviews. The additional content and services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release. Not all enhanced content and services are available at all Better Business Bureaus.
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.