ComplaintsforRichlen & Sons

• Initial Complaint

  10/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On August 23rd, I was driving on the Milwaukee County freeway when I received a warning light
  and buzzer from my car a 2002 PT Cruiser. The signal meant that it was overheating. I immediately
  pulled off into the distress lane and shut the car off. When I got out of the car, I saw a puddle of water
  running on the ground. I called for a tow truck and the Sheriff’s Department and told them of my
  predicament. The sheriff arrived waited until the tow truck arrived and the car was towed to my
  residence. The next day a friend looked at the car and we decided to have the car towed to a Richlen
  Garage, (a BBB member,) at 6424/6427 W. Lincoln Avenue on August 24th. I have had car service
  work with this bus***ss before and was satisfied. Several days after, I called Richlen and asked about my
  car and was told they were diagnosing the problem and tried a pressure cap on it and were still testing it.
  The day after I called again and was told that it could be a number of things and they were still testing.
  Then a few more days went by and I called, and again still testing. Finally, they called me back and said
  it could be a bad head gasket and asked if I wanted it repaired. I need a car and told them to fix the car as
  it was no good to me in that condition. I was never given or quoted a cost at that time or at anytime on
  the phone or in person.
  After more time went by, I called Richlen and spoke with **** Sr. about the vehicle. He claimed he had
  to wait for “another person” to help but he said there is nothing else he could do without this person.
  When the car was finally repaired, I was told to pick it up and the charges would be $2,768.41.
  I was taken aback and floored at the cost. Again, I was never given an estimate or costs until that day.
  I had been told nothing all that time that the car was there about the cost involved until the day before
  it was ready for pick up. However, they insisted they told me the cost before and no estimate was ever
  provided as they did not seem to know what the real problem was. Judging from the amount of parts
  they returned to me or said that they put in, they seemed to be guessing and kept trying parts until it
  was fixed.
  Had I been informed of this high cost before they repaired it, I might have shopped around for a newer
  vehicle as Blue Book Value for this vehicle is only approximately $924 for a dealer trade in, or perhaps
  $2,286 for a private sale. I was not given the opportunity to make a choice of either repairing the
  vehicle or selling it. It appeared they also had replaced several items without asking or informing me if
  I wanted or needed these replacements. I was forced to pay for repair work that I feel was totally
  unnecessary and had nothing to do with the initial problem. They charged me for a timing belt set,
  and a fan assembly and the labor for this that had not been the problem.
  On the day that I went to pick up the car, they would not release the car unless I signed the bill stating
  that it was OK to fix it. Seems to me that they had no idea as to what the real problem was so they threw
  everything but the kitchen sink at the car to fix it. This clearly indicates a situation of taking advantage of
  a female car owner.
  I respectfully request that the BBB look into this situation for me that no estimate was given to me.
  repairs.
  A friend of m*** referred me to a U Tube video that he found. It depicts a 2002 PT Cruiser with an
  overheating problem. The video shows a person taking the radiator cap off the car and watching the
  bubbles come out of the top of the radiator fill hole. This video came out in 2012. It must have taken
  the person in the video no longer than 15 minutes to determ*** the problem. It took Richlen almost 7
  days of testing and yet they replaced several items that had nothing to do with the overheating problem.

  

  Business response

  10/25/2022

  On August 24th, ***** ******* arrived at our business, located at 6424 W Lincoln Ave.
  She arrived with a man in an SUV. She came into the office requesting someone to
  come outside to speak with the man she arrived with. Our employee followed her
  outside and the man in the SUV informed our employee the PT Cruiser ***** was
  towing to our shop had overheated. Our employee informed the couple that they could
  leave the vehicle with us, but given the full appointment schedule and other repairs
  already planned for other customers, it would be a few days before a mechanic would
  be able to look at their vehicle. They also informed them that once a mechanic had a
  chance to diagnose the vehicle, they would call with an estimate for repairs.
  There were multiple phone calls exchanged between Richlen & Sons and *****. There
  were also multiple conversations had with the gentleman ***** asked us to
  communicate with, as well. Our mechanics informed both of them on the repairs
  needed, as well as the cost of the repairs. We informed them the repairs would include
  replacing the head gasket, which would cost $2500-$2800 plus tax, upon completion. At
  this point, their bill included their tow service of $70 and a $66 charge for the testing.
  Upon informing the customer of the cost for repairs, our business was given the
  approval to go ahead with repairs. We informed the customer it would be a few days
  because it was an extensive repair. We needed to pressurize the system to find where it
  was leaking. We found the head gasket was rotted away, antifreeze going in the motor,
  causing the vehicle to overheat, due to running out of antifreeze. In order to do the head
  gasket repairs, the motor needs to be taken apart, including timing belt, pulleys and
  bolts. Due to the high mileage of the vehicle and wear of the parts, these parts needed
  to be replaced. Once the motor was put back together, we could test the vehicle, which
  then showed the fan assembly was defective, needing replacement. Without replacing
  the defective fan assembly, the vehicle would overheat again. Antifreeze needed to be
  added due to leaking out. The head bolts stretch and when replacing the head gasket,
  you have to make sure you have the correct torque on the head bolts. With the new
  head gasket, the vehicle also needs new head bolts.
  While the vehicle was being repaired, the customer called, inquiring when the vehicle
  would be done. We informed the customer it would be a few more days but if they
  needed the vehicle immediately, we completely understood and they could pick it up. To
  which, they said they would leave the car with us to complete the repairs.
  Upon completion of repairs on Sept 12th, we called the customer informing them their
  vehicle was repaired and ready for pick up. The total was within the estimate range
  approved by the customer of $2500-$2800+tax, being $2768.41 including tax. There
  was not an additional labor charge for the timing belt set or fan assembly. Both parts
  were necessary to replace while repairing the head gasket. Everything repaired on the
  vehicle was approved with the customer prior to repairs being done. We never begin
  repairs without prior approval. We have multiple employees that spoke with both
  customers regarding repairs and the cost. Both customers, male and female, approved
  repairs. In the complaint, the customer states in the first paragraph, “I need a car and
  told them to fix the car as it was no good to me in that condition.” That is what we did.
  In response to her complaint of taking advantage of a female car owner, not only did we
  get the initial vehicle information from the man with her, he also called multiple times.
  Our mechanics spoke with him and her, multiple times, keeping both of them informed
  each step of the way: during testing, giving the estimate, as well as, upon completion of
  the repairs. We are a family business with multiple women working at both of our
  locations, to which we strongly deny her claim of taking advantage of a female car
  owner. We explained the process of the repairs at length, the cost of the repairs fully to
  both her and the man she asked us to speak with. We were asked to fix her vehicle, to
  which we did.
  We do all we can to make sure our customers are happy with the service they receive.
  We appreciate the opportunity to share our experience with the customer.

  Customer response

  11/14/2022

  Complaint #********

  My complaint is as follows:

  #1    I was not given an estimate prior to all  work being performed.

  #2    The cost and labor of all parts used, some may not have been necessary.

  #3    The proactive parts that were put in without my knowledge.

   

  In response to Richlen, I will stand by my remarks that at no time did anyone provide any cost

  estimate for this vehicle repair up until the day I picked it up.  Richlen’s remark that ‘multiple employees’ spoke with the customer regarding repairs and cost is also incorrect. Nobody ever mentioned any dollar cost for repairs at all anytime prior to repair.   I spoke with ***** several times and once to **** and during those conversations I was never informed of any costs.  To now tell me that multiple employees told me of the costs is very unsettling that a company would even say that. The reality is that nobody told me the costs of the repairs and I have no idea who these multiple people would even be.

   

  I have taken my vehicle to Richlen on 2 prior occasions.  On both of those occasions,  I was provided a cost estimate prior to any repair work.

   

  For some reason, for this last work nobody provided any estimate and since they did not even know

  what was wrong and they just replaced part after part, how could they provide any estimate when they

  were not done replacing parts in hopes of fixing the vehicle.

   

  Being a family owned bus***ss with multiple women working at both locations, typically those

  employees are family members and one family member speaks for all.

   

  Part of the BBB standards for accreditation includes building trust. This company certainly lacks in the standards for building trust.

   

  If a person looked at this logically, who in their right mind would pay to have a vehicle repaired

  that is not even worth half the cost of the repair work?  Ask anybody, would they pay $2800 to repair their own vehicle if it was only worth less than $1,000? 

   

  I will not compromise my own integrity for the sake of satisfying this complaint. 

   

  They were mistaken when they claimed I was provided a cost estimate as well as they claim that they had prior approval for all repairs.  I never agreed to the list of replacement items. 

   

  With regards to the male mentioned in Richlen’s response, this is his recollection of the ‘repairs’  or work proposed.

   

  The spark plugs, did they need replacing?  No. They were just recently replaced prior to Richlen.  A fan for $197 (plus labor) no.  When tested it worked on both speeds when continually tested for over 2 hours.   It seems that Richlen replaced every part, where it was good or bad, which in the future may possibly cause the car to overheat this is with exception of the radiator hoses and heater hoses.  I agree a bus***ss should be proactive when it comes to repair of a vehicle.  However, again I should have been told of the costs of any proactive parts and the necessity for them prior to parts being put in.

   

  

  Business response

  11/28/2022

  Our bus***ss provided an estimate of repairs before beginning repairs on the customer's vehicle. The estimate for repairs was approved over the phone by the customer. Our bus***ss replaced only parts necessary. In response to spark plugs, we did not replace spark plugs, and they are not on the bill, so we are not sure what that is referencing. 

  After the vehicle was diagnosed with a bad head gasket, we informed the customer the current charges were for the tow bill, time for overheating diagnosis and radiator cap and coolant. At that point, we also provided the customer the estimate of $2500-$2800 +tax for all repairs necessary. Customer asked to call us back. When the customer called back, she approved the repairs, stating she was comfortable in the car, really liked that car and did not want to look for a new vehicle. The actual cost of repairs came to $2768.41 with tax. We stand by our statements that we provided an accurate estimate prior to repairs, which were approved by the customer. All the parts used in the repair were necessary for running this vehicle without future failure and were included in the estimate approved by the customer. After customer approved repairs, we were called multiple times asking if the vehicle was fixed and ready for pick up. Our bus***ss talked to both customers multiple times through the repair process and the customer knew the cost of repair. 

  
  

  Thank you.

  
  

  **** *******

  Richlen & Sons

  Customer response

  12/13/2022

  Better Bus***ss Bureau:
  
  I have reviewed the response made by the bus***ss in reference to complaint ID ********, and have determ***d that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  I initiated this complaint due to the fact that this company neglected to inform

  me of the vehicle repair charges prior to doing any work.  They have chosen to

  deny this.

  I have contacted the Office of Consumer Protection and will continue to  pursue this

  matter with  possible legal action.

  
  

  I request this  complaint to remain open and on file as it is not resolved and that it be published on your website so that other potential customers can be made aware of the bus***ss practices of this particular company.

  
  Regards,
  
  ******* *******

*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. ↩