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Complaint Details
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Initial Complaint
08/18/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 8/17/21 I brought my car to Bernville Auto for an inspection appt. I left it overnight as I wanted contactless service, due to Covid. I left my keys in an envelope with my info,, car info and checked one box for service requested-inspection. They called about my car being ready, I gave them my card info (contactless service) and asked the amount. When he gave me the price of $180.15 for an inspection, I freaked. My ex-husband then talked to them saying he made the appt. and never asked for an oil change, they (******) said he thought we asked for one, close to needing one. I happened to take a picture of my oil change sticker and mileage (kept getting e-mails from them saying the car was due, but far from it) The owner then texted me a picture of an altered, smudged oil reminder sticker! I have that as proof as well. I went in and ****** admitted fault for the oil change, but the owner said he didn't want to argue and walked. i cannot upload my proof. Have plentyCalled my bank.Business response
08/27/2021
At the time of scheduling the appointment was made for inspection and an oil change. Both were performed. When the final total was given the amount was questioned. At that time the customer stated that they did not request an oil change. At that time $35 was then subtracted off the final bill. At no point did anyone from our establishment alter the oil change sticker. A full refund is not being made due to the PA state inspection being performed.Customer response
09/09/2021
Since I couldnt fully explain my position in the time and tiny slot provided in my original complaint, thank you for the opportunity to do it this way. I can now provide my pictures for proof. Sentences will be shortened or there will be bullets as it was a long day.*. August 5th- called for an inspection appointment. Spoke with ****. Questioned whether the car could be inspected with an outstanding recall. Was told it was ok.. Told them no oil change needed ( when questioned) as we were getting e-mails from them about an oil change needed. However we hardly drove the car due to Covid, being elderly and immunocrompromised ( a bit over 800 miles.). Appointment made for August 17th.. Attachment of Picture of notes we took that day. We always due that for persons name that we spoke to, dates, notes of questions to ask and responses given.. Dropped car off late afternoon of August 16th for contactless service.. As I was on my way there I took pictures of my mileage (84,309) and the last oil change sticker showing when next oil change was due.(87,695) .Pictures are attached and dated!. Filled out the envelope we put keys in checking off only the box ( services needed) for inspection and dropped in slot in door.. After 3:00, on August 17th, they called to say my car was done. I gave them my card number, again for contactless pick-up.. Asked the amount and when they ( ******) said $180.15, I questioned that as definitely an expensive inspection! Told an oil change was given. Told them we didn't request one. ****** said we were close to needing one anyways. Ummm, no! Actually, 3,386miles away from needing one, as proven by the photos provided that I took on my way in- attached. Told us they'd give us a refund of the labor for the oil change. As we were about to leave to pick up the car, I received a text from **** with a picture of a very obviously altered old oil change sticker ( smudged, 7 changed to a 3 to justify the un-asked for oil change, #6 filled in as it wasn't before, smudged over altered area! Attached and dated photo!. Went in the business to question his dishonesty and fraud in changing the sticker. He chit-chatted with a customer for about 20 minutes while we talked to the head mechanic ( ******) ****** admitted that he wasn't sure if an oil change was needed or requested and showed us his paperwork which had a question **** after oil change. He told us the owner , ******, pulled the sticker out of the garbage and sent me the picture. He handed us the actual sticker- obviously altered..Went to talk to ****, owner and he said he didn't want to argue with us and walked out.My son's girlfriend was infuriated of his fraud and dishonesty when she heard this( her parents have owned a business for 35 years) and called ****. He told her , very rudely, that it was fishy for me to take pictures in the first place and HUNG UP ON HER!I may have taken this as a misunderstanding until **** sarcastically texted me a picture of an altered sticker, showing fraud, dishonesty and the actions of a scam! Since they gave a refund of $33.92, they still owe me the balance of the oil change ( close to $70.00) because of the fraudulent efforts they performed to justify it. A great matter of principle!Tue, Sep 7, 12:02 PM (2 days ago)Notes taken when making the appointment.On Tue, Sep 7, 2021 at11:50 AM ***************************<*******************> wrote:Since I couldn't fully explain my position in the time and tiny slot provided in my original complaint, thank you for the opportunity to do it this way. I can now provide my pictures for proof. Sentences will be shortened or there will be bullets as it was a long day.*. August 5th- called for an inspection appointment. Spoke with ****. Questioned whether the car could be inspected with an outstanding recall. Was told it was ok.. Told them no oil change needed ( when questioned) as we were getting e-mails from them about an oil change needed. However we hardly drove the car due to Covid, being elderly and immunocrompromised ( a bit over 800 miles.). Appointment made for August 17th.. Attachment of Picture of notes we took that day. We always due that for persons name that we spoke to, dates, notes of questions to ask and responses given.. Dropped car off late afternoon of August 16th for contactless service.. As I was on my way there I took pictures of my mileage (84,309) and the last oil change sticker showing when next oil change was due.( 87,695) .Pictures are attached and dated!. Filled out the envelope we put keys in checking off only the box ( services needed) for inspection and dropped in slot in door.. After 3:00, on August 17th, they called to say my car was done. I gave them my card number, again for contactless pick-up.. Asked the amount and when they ( ******) said $180.15, I questioned that as definitely an expensive inspection! Told an oil change was given. Told them we didn't request one. ****** said we were close to needing one anyways. Ummm, no! Actually, 3,386miles away from needing one, as proven by the photos provided that I took on my way in- attached. Told us they'd give us a refund of the labor for the oil change. As we were about to leave to pick up the car, I received a text from **** with a picture of a very obviously altered old oil change sticker ( smudged, 7 changed to a 3 to justify the un-asked for oil change, #6 filled in as it wasn't before, smudged over altered area! Attached and dated photo!. Went in the business to question his dishonesty and fraud in changing the sticker. He chit-chatted with a customer for about 20 minutes while we talked to the head mechanic ( ******) ****** admitted that he wasnt sure if an oil change was needed or requested and showed us his paperwork which had a question mark after “ oil change.” He told us the owner , ******, pulled the sticker out of the garbage and sent me the picture. He handed us the actual sticker- obviously altered..Went to talk to ****, owner and he said he didn't want to argue with us and walked out.My son's girlfriend was infuriated of his fraud and dishonesty when she heard this( her parents have owned a business for 35 years) and called ****. He told her , very rudely, that it was fishy for me to take pictures in the first place and HUNG UP ON HER!I may have taken this as a misunderstanding until **** sarcastically texted me a picture of an altered sticker, showing fraud, dishonesty and the actions of a scam! Since they gave a refund of $33.92, they still owe me the balance of the oil change ( close to $70.00) because of the fraudulent efforts they performed to justify it. A great matter of principle!first picture note, second and third, actual mileage and actual old oil change sticker driving to drop car off.Third.. altered sticker as texted by **** to prove a point, deceitfully.Tue, Sep 7, 12:26 PM (2 days ago)First picture is dated notes when making the appointment.Second is the dated picture of my actual mileage when taking the car in.Third is the actual (old ) oil change sticker on my car when driving it in for the appointment. ( dated)Fourth and fifth-are the actual altered, smudged sticker AND I have added the most important the photo of the smudged and altered stickertexted to me by **** - showing his phone # on the text!! Actually the first picture nowI am adamant about this having been a former business owner and cannot believe how unethical and fraudulent he was/ is!*****ReplyForward
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.