ComplaintsforStrait 2 U

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Two techs from this business diagnosed my ac problem on my **** ***** Passport as a defective condenser! They had to order condenser and I agreed! Paid $410.00 per credit card for their service! Different tech arrived approx 1 week later with new condenser! When questioned tech about results not resolving the inoperative ac; he asked me to take that up with management! ************************* with this company then proceeded to call me a racist and many other slanderous and unnecessary comments! He said he would tell his tech to leave and refund my money and I agreed! This has never happened to this day despite several attempts to resolve this dispute by text!

  Business response

  03/22/2024

  First and foremost, Strait 2 U ********************* strives to provide superior customer service and accurate complete automotive repairs for all our customers. This complainant ******************* has by far been the most cantankerous, argumentative, adversarial, confrontational, and insulting customer out of our entire ***** customers! ***** Dis-***** has earned the title of MOST DISRESPECTFUL PERSON on our customer database! In fact, he has been BANNED from even calling our business phone!
  

  All I can say is if you own a business and get a call from *********************!!! RUN!!! This old man will make you forget you are at WORK!!! This MAN is the **** OF SATAN!! ******* HIMSELF!!! When I tell you ***** DISGR**E has made the entire staff of Strait 2 U ********************* all need a time out after encountering him, literally the entire staff has been insulted by this man!!!
  

  This complaint he filed is absent of any TRUTH! I have never called him anything but **************! I did, however, stop him in the middle of one of his insults filled tirades and asked him why did he hate life and me so much? And why did he enjoy ARGUING and BARKING orders as if the world was subservient to him? I never called him a R**IST, thats a self-fulfilling prophecy on his behalf, or maybe something hes heard from others he has encountered! I called him LIFE and *** HATER!
  

  We never told him he needed an ** Condenser we informed him that his ** Clutch which is located on the ** Compressor was locked up and needed to be replaced. See the service report. After informing him of the failure we found, we told him he needed to replace the ** Compressor as the clutch is built into the compressor. We saved him from purchasing a $500 ** Compressor,as we found a new ** Compressor, from our wholesaler for $250. Most customers celebrate the cost savings we find for them, but not *****! After telling him that it would take 4 days for the ** Compressor to arrive from the wholesaler ***** agreed and proceeded to pay for the ** Compressor. The very next day after we had processed his order, ***** called the office to COMPLAIN!!! Saying he found a compressor at AutoZone that cost more, but he would have rather paid more than wait! I informed him that the ** Compressor he found at AutoZone was a Remanufactured Compressor, that cost more than the new compressor we had on order for him! I further explained to him that remanufactured parts have higher failure rates than new parts, but if he wanted to cancel his order that had already shipped, we would be happy to cancel the order. Then he said well can your guys go pick up the ** Compressor from AutoZone, I informed him that if we send a technician to purchase his compressor that he would be responsible for a 30% mark up on the part, plus a $35 trip charge. He exploded and said never mind I will just wait for the one already ordered!

  Once his ** Compressor arrived, his repair appointment was scheduled, and a Master Technician was dispatched to install his compressor. Needless to say when ************** showed up, ***** goes out telling the technician what ******* SHOWED HIM!!! The Technician tells him, sir we are not ******* mechanics!! ***** calls and COMPLAINS that the technician is not listening to him!!! I tell ***** Disgrace over the phone, please let the technician do his job! ***** gets crazy with me on the phone! I had to tell *****, you do know this is not 1949 and that service workers are treated with respect! Especially since we are providing a service you cannot do for yourself! Thats when he told me, oh I cant wait to do a write up on this company! I told him he had every right to write whatever he wanted to, but I would be the one responding to whatever he posted about our company!
  

  While on the phone with ***** ************** radioed me and informed me that the ** Compressor, we ordered for ***** didn't fit! Once I got this information from **************, I told ***** DISGR**E that we will have to return the ** Compressor and in fact he could take his truck to the service center and tell them how to install it! I informed him that we would be happy to refund him the purchase price of the Compressor, and that he could find someone else to service his vehicle.
  

  This happen August 24, 2023. The technician reinstalled his old ** Compressor and came back with the compressor we purchased, and it was returned shipped to the wholesaler August 26, 2023. Based on tracking information the returned compressor was received by the warehouse on August 29,2023. Our parts system is integrated with our supplier so when parts are credited back it automatically refunds our customers. So we moved on and ******************* service was cancelled and refunded, so we thought.

  December 15, 2023 I got a message from ******************* via our website stating Do the honorable thing and refund my money! I realized who it was and responded to him, let me investigate and report back to you sir. As attached I found that the ** Compressor had been shipped but the warehouse did not have a record of receiving therefore not only did ***** not get his refund we did not get ours either! I told him to give them time to investigate and respond. During this time he emailed us threatening the CALL THE AUTHORITIES! He was having us INVESTIGATED!! He was going to HIRE A LAWYER!! Non stop THREATS!

  After tracing and doing cycle counts the supplier issued the credit to us on Tuesday, January 30, 2024 and ***************** refund was issued to him on Wednesday, January 31, 2024. So this customer did receive his refund,after the warehouse found their error.

  We are not CROOKS and did not MISTREAT THIS DISGR**EFUL PERSON we ENDURED HIS VERBAL INSULTS, OVERT COMMENTS, and DISRESPECTFUL ATTITUDE! ********************* was responsible for the entire company getting DE-ESCALATION TRAINING, on how to respond when dealing with DIFFICULT CUSTOMERS!!! For that I thank you ***** for showing us how DIFFICULT some people can be! Please see the attachments showing how we responded to him, how his payment was refunded, and confirmed credited back to his credit card. We consider this matter closed and will not be providing any future services to *******************. 

  Customer response

  03/22/2024

  This person has been hired to demean the character of anyone who stands up to their bullying tactics! I had a recording of the racist rant i patiently listened to from this individual! When i in formed him of my recording he became even more angry and told me i could not use this in a court of law! I doubt this but needless to say i will only say that i have only spoken to one person on their staff! Since their response is totally unwarranted, i will only be satisfied with a FULL REFUND OF MY MONEY! Please note that this man has stated in writing that they ordered the WRONG PART! This should void any implied or written agreement, of which there is none!  Thank you for your time and trouble! I will forward this to an attorney for possible defamation charges!

  Customer response

  03/25/2024

   
  Complaint: 21165534
  
  I am rejecting this response because: This person has been hired to demean the character of anyone who stands up to their bullying tactics! I had a recording of the racist rant i patiently listened to from this individual! When i in formed him of my recording he became even more angry and told me i could not use this in a court of law! I doubt this but needless to say i will only say that i have only spoken to one person on their staff! Since their response is totally unwarranted, i will only be satisfied with a FULL REFUND OF MY MONEY! Please note that this man has stated in writing that they ordered the WRONG PART! This should void any implied or written agreement, of which there is none!  Thank you for your time and trouble! I will forward this to an attorney for possible defamation charges!
  
  Sincerely,
  
  *****************

  Business response

  03/25/2024

  We are sorry that this person has rejected the response and refund that was tendered by our company. This customer paid for the onsite diagnostic service that was received on 08/18/2023. He has not told us or BBB that we did not provide this service on August 18, 2023. There were TWO technicians who traveled to his residency, and inspected and tested his ** System for improper functioning as reported by the customer. The technicians were onsite at his residence for ************************************* fact in his complaint he stated that we informed him that his CONDENSER was bad, when we informed him that his ** Compressor clutch was locked up and the entire compressor needed to be replaced. So we will not be issuing any refund for the onsite diagnostic services this person received and probably used to get his vehicle repaired.

  In the original complaint customer stated that he had not received his refund for the ** Compressor and wanted a refund as resolution. We have provided proof that the refund was issued and received by the customer. Now the customer is stating that we ordered the WRONG Compressor. Nothing in any of our reports state that we ordered the wrong compressor, the manufacturer design for his model was not accurate, therefore this was a manufacturing defect, we are a service company and used our wholesale relationship to purchase this ** Compressor on his behalf! We never entered into a manufacturing build contract nor did we assume liability for manufacturing defects. We do not manufacture ** Compressors. Issuing a refund for his purchase price is the only reasonable remedy at this point, which has been done. 

  This man has PERSONALLY INSULTED THE ENTIRE STAFF and TEAM of our company, he has publicly referred to us as CROOKS! See the published statements of this person. The fact that we even responded to this man, is confirmation that we have entertained his Cantankerous attitude and endured his Adversarial personna long enough. We believe the BBB will recognize that we have been more than accommodating to this person, and there is no other concessions or refunds we are going to tender to this man, but to enjoy the remainder of his life and to TREAT PEOPLE with respect! 

  Purchase price has been refunded for the ** Compressor that did not FIT his out of production vehicle! We consider this matter closed and hope that the BBB will as well. 

  Customer response

  03/25/2024

   
  Complaint: 21165534
  
  I am rejecting this response because:
  I have been advised to reject this response to consider further action based on this company response to defame my character to other public companies! The two original techs and their testimony will be necessary to show that any claims of bias or racism is false and defamatory! One of these techs invited me to his home to meet his friends and family! This does not fit the narrative provided by this company of my attitude! A Full refund and a FULL AND SINCERE APOLOGY for their actions to warn other businesses will be considered, with no promise that this will not progress pending advice ************!
  Sincerely,
  
  *****************

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The power steering pump bracket needed replacing on my **** Isuzu Trooper. I payed Strait2U to replace that.. Straight2U stated once they tried to mount the new bracket that's when they found there was a bolt broken inside the motor. I payed him to remove the bolt. Before Straight2U left he stated he had got every thing done, but they notice the pulley was warped. Straight2U stated at that point I needed a pulley. When he left he told me not to drive the vehicle because it needed the pulley.After finding the part I called another mechanic who stated this was a botched up job because it was not a complete job. Straight2U and his technicians placed wood under the power steering pump to keep it in place and from hanging on the ground.With the assumption that I would use this company again (Straight2u) for the next job he did not inform me that the broken bolt was not removed. And that the power steering pump bracket was not properly done and that wood was under the vehicle. That made it look real bad . Straight2U then states, we stabilize the pump with the intention of putting a pulley on it. Straight2U charged me for removing the bolt, but he didn't remove the bolt.I didn't know the broken bolt wasn't removed until May 15, 2023. After the other mechanic informed me of this.. The owner of Straight2U didn't deny he had wood under my vehicle and that he put the wood there to keep the power steering pump from hanging on the ground. He stated he was waiting on the pulley so they could come back and insert that s**** Straight2U did not tell me there was wood underneath for support. The job was not complete. He had plans to come back and get paid again. This was very negligent and irresponsible. He should have told me that the bolt was not extracted, instead he charged me for extracting the bolt. The power steering pump was not installed correctly he also charged me for broken tools.The pulley was going to be another job.

  Business response

  09/22/2023

  This customer has been a long time repeat customer who we have provided several successful repairs to and for in the past 3 years. This particular repair started in November 15, 2022. At that time Strait 2 U Auto dispatched technicians out to customer location to inspect 2 vehicles as customer reported that both vehicles were making a loud squeaking sound from her Jeep Wrangler and Isuzu Trooper. On November 15, customer was only charged for one vehicle diagnostic instead of two because of her repeat business and history with our company. So customer received $95 discount on diagnostic fees. During our November 15 inspection and diagnostics our technicians discovered that on the Jeep Wrangler customer had a damaged AC Compressor bracket which needed to be replace and a defective power steering pump on her Isuzu Trooper.

  So on November 16 customer scheduled to have ******************* steering pump repair made while parts for her Jeep Wrangler were on order. During initial repair of the Trooper our technicians removed the power steering pump from customer's Trooper and discovered the reason her pump was not working was due to her Power Steering Pump Mount Bracket being broken. Not only was the bracket broken, there was a broken bolt inside the engine block. Technicians stopped the repair attempt and informed customer that they could not complete the repair due to the broken bolt. November 16, customer paid $0.00. 

  I consulted directly with customer about this broken bolt and told her this would be a major repair because of the location of the broken bolt. I informed her that it may even be necessary to extract her engine in order to extract that broken bolt. We recommended her to take her car elsewhere to have this bolt extraction completed. I personally told customer bolt extractions are difficult repairs because they are expensive and there are no guarantees that extractions will be successful! I even told her since we are mobile mechanics we only attempt small extractions, and that her extraction location was really outside our scope of services. Customer asked me about pricing at that time I told her we charge $125 per hour to have a technician attempt extraction, but there was no way we could offer any guarantee on extraction outcome. In fact I told customer this repair may cost more than the vehicle's worth to complete, I told it maybe time to consider replacing the Trooper since repair would be expensive and parts were difficult to find.

  On Tuesday, December 20, customer contacted our office and spoke with me and informed me that she found a replacement bracket and wanted us to try to extract the broken bolt. Again I informed customer about cost and risk trying to extract the broken bolt. Customer's response was, "Ok I can afford two hours of extraction time, and if they can't get it then we can stop after that." Repair was scheduled and we dispatched two technicians on Dec 21, technicians arrived on site at 3:30PM and start working on bolt extraction. During first attempt a Master Technician was able to insert extraction bit and started removing part of the broken bolt. Unfortunately the extraction bit failed! Technician continue with additional attempts but they were not successful. After 3 hours onsite, Master Technicians escalated the repair and requested Operations Director come to work site. I arrived on-site shortly after 6:45PM, we purchased several extraction tools and attempted the ***** OUT, EXTRACTION INSERTS, and TAP OUT methods all without removal. I found a SELF TAPPING insert kit that we could use to mount the bracket to the engine block. The kit would have to be ordered, plus we discovered that the pulley for the power steering pump was defective, so we would still need a replacement pulley to complete the repair.  At 10:00 PM after working for 6.5 hours on bolt extraction it started snowing and raining. I shut down repair operations and relieved all technicians who worked on the Trooper. Once all technicians were gone I updated customer invoice and added the cost for tools and supplies purchased. I spoke with customer and informed her that we were not done with her repair, and that I needed her to purchase the replacement pulley so we could complete repair, because at this point the damaged pulley would not work. Customer asked "so I need to get another pulley?", I said yes, and showed her the damage found on the old pulley and how it would not work. She said ok I will try to find the pulley and let you know when I get the pulley.

  I informed customer that we worked over 6 hours on bolt extraction, but since she was sister to a mutual friend of Strait 2 U Auto Repair, I was only going to charge her for the 2 hours extraction time not the $812.00 that was actually due. She was EXTREMELY HAPPY!! I told her that the vehicle is not operational, useable, or driveable as the repair is not complete and pump not installed. She told me ok don't worry I will call you back as soon as I get the pulley.

  Now 8 to 10 months later this customer contacts ********************** Auto and starts saying we botched up her repair! We installed wood in her vehicle, and did not extract the bolt. I told customer that you do remember the repair was not COMPLETED when we left in December, you were supposed to contact us when you got the replacement pulley so we could complete install and reassembly work! But all she kept telling me was yall left wood in my car and the other mechanic said this was a BOTCHED JOB!! I informed the customer we did not BOTCH her job or repair as we never COMPLETED the repair! 

  Strait 2 U ******************* has and always will stand behind our work, and work to meet and exceed our customers expectations. Even with this customer, every repair we have made for this customer has cost us! Because we have dispatched technicians out for unfounded or non verifiable repair issues! We replaced serpentine belt on Jeep Wrangler, customer called and said she still hears a whistling sound. We dispatch technicians out at $0.00 cost no whistle sound found! We repaired wheel bearing on Isuzu Trooper! Customer called 3 times saying truck making a strange sound! And 3 times we sent technician out at $0.00 to test drive and inspect and found no strange sounds as customer reported! At this point ********************** Auto has already given customer free $95 diagnostic on 11/15/2022 and on 12/21/2022 we gave $562.00 in free labor that was not invoiced! If you review the scope of work on the invoice customer was paying for extraction attempt not results which was made clear to customer before repair was even started! We are willing to refund the Power Steering Bracket mount fee $200 if the customer is willing to pay for the 6.5 labor hours deployed on 12/21/2022. Strait 2 U ******************* has and always will stand behind our work, and work to meet and exceed our customers expectations.

  Customer response

  09/22/2023

   
  Complaint: 20485004
  
  I am rejecting this response because:
  I never received this invoice, I only received a receipt for charges.
  Sincerely,
  
  *****************************

  Customer response

  09/22/2023

  A lot of false statements. He is not a friend of my brother. A lot of the information he stated to you all was not stated to me. Please review my original complaint?

*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. ↩