ComplaintsforBob Sumerel Tire & Service Co LLC

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my car towed to Bob Sumerel to get my a/c fixed and it didn't work, I took it back to see what was wrong and the blower wasn't working now and they charged me $460.61 the second time and they wanted more money to see what the problem was so after paying them a total of $911.72 I couldn't afford to keep giving money and nothing to show for it plus now I have an additional problem and that's the blower for my heat. I am 85 years old and I've been taken by these people.

  

  Business response

  11/07/2024

  Here is the response:

   

  from what I can see from 2 invoices, customer requests were addressed and any other diagnostic time needed to address blower issue was declined by customer, technician used 1st FREE hour of diagnostic with tow in to try to address, unfortunately vehicle is very old and electrical issues require time to track down, technicians do not work for free regardless of how much we ask them to.

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around 6/20/2024 I had a tire order from Tire Rack sent to the ********** ** Location of Bob Summeral. The location was to change out 6 of my tires on my **** *** **** **** *** ****** Truck. Upon pick up from the location I noticed damage to my factory rims. There was major damage to the front driver side, and the other rims had indents in the paint into the aluminum. I talked with Mike C*******, the Store manager and he said there was no way that they did the damage. Since I did not have photo proof when I dropped it off I was on my own. A few weeks later at my dealership the mechanic showed me everything that was wrong with the rims and how the damage occurred. I have a video of the walk through with the mechanic and I called Mike C******* again to let him know that my mechanic described what happened and it was indeed their fault. He asked me to send him pictures to his cell phone. I sent him the video showing all the damage and I have never heard back from him. Dealership has quoted over $4000.00 in damage. The damages include: Major Gash in front Driverside Rim- Caused by lift arm not in the clear and vehicles striking it. All Rims- 6 dots... 3 rows or 3... in several locations on the rims... these are the teeth that are used in the bead breaking on steel rims, not aluminum. I am able to send video from my mechanic.

  

  Business response

  08/24/2024

  a member of management will be contacting the member directly

  

  Business response

  09/04/2024

  This matter has been turned over to our insurance and the Customer would need to reach out to the adjuster. The customer has failked multiple times to return calls to the adjuster. 

  Customer response

  09/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Insurance Company just reached out to me after I have submitted everything including estimates. They are short around $5,000.00. I will have the work done that they suggest and will hold off on my judgment until it is completed and satisfactory.

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

  

  Business response

  09/25/2024

  If the member has any further questions, we kindly request that she reach out to the insurance company directly.

  

  Business response

  11/13/2024

  Dear BBB, 

  Thank you for contacting AAA. The adjuster, informed us that she has attempted to reach the customer but has not received any responses to her calls. We confirmed the contact information she has for him, and she will continue trying to get in touch.
  
  For a resolution, we ask that the customer contact the adjuster.

  Below is her contact information:

  Customer response

  11/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  Still awaiting for the problem to be fixed. 

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

  Customer response

  11/15/2024

  I have talked to the claim’s specialist, I have talked to her boss while she was on extended leave and my mechanic has talked with the claims adjuster. Insurance company wants to refinish my rims, at a cost around $900.00. The dealership mechanic says that the type of rims that I have cannot be refinished due to their finish (it being powder coated) and they would need to be replaced. Replacement would cost close to $7,000.00. The insurance company is also missing on their payout that a center cap was damaged, and needs replaced as well.
  

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Although there are numerous complaints similar to mine within the community, I will only speak of mine. I scheduled an oil change for my car. Upon scheduling, the representative confirmed the services that go along with the oil change such as tire rotation. Upon receiving my car after the oil change, I did not receive any diagnostics and paid a high price for an oil change. After driving it, I noticed the tire pressure was the same and on the same tires as before. I emailed AAA Bob Summeral who had me come back in. They claimed they checked everything, informed me of false information about the front brakes, claimed everything was completed and checked. Shortly after driving my car again, I noticed the windshield fluid was empty, and a little after that, the notification for maintenance came on (oil and filter). Usually there is a sticker on the windshield to tell me when it is due for an oil change, none was ever put on. How do I know if one was even completed? Based on reviews from other community members, lately Bob Summeral at this location have claimed to do work and never completed the work they were paid to do or falsely claim things need done when they don’t. This appears to have started the past year or so, so recently. We were very loyal customers until Jason left, then it all started to go down hill. We tried to stay loyal but after this type of treatment, we cant trust them for us to remain loyal.

  

  Business response

  05/20/2024

  This has been sent to the Management team for a response. Thank you

  Customer response

  05/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  No Response was given. The plug they used on my tire leaked too! It wasn’t plugged long time, maybe a few months. Had to get it fixed.

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

  

  Business response

  06/05/2024

  Here is the response from our Car Care Manager

   

  Yes we spoke to her back in march the price for the oil change for her vehicle is actually 84 dollars and it was discounted for her down to the 70  she did come back and had the vehicle checked out she did mention that she was going on a road trip out west so not sure how many miles she went so maybe she hit the miles interval to need another oil change when she stopped back everything seemed fine and she left happy that was almost 2 and half months ago now.

  Customer response

  06/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  absolutely no response from the company!!
  
  Regards,
  
  ******* *******
  

  

  Business response

  06/12/2024

  We have provided our response previously. We consider this matter closed

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in November 2023, I had a **** ******* ******* repaired by AAA auto club on * ***** ******. I was told I needed to replace a cracked belt, a leaking radiator, cooling fluid and new tires. I approved to have this work complete at a cost of almost 3000 dollars. When we received the car, everything ran fine but the engine light still stayed on. I contacted the manager who told me the light stays on and that there were no issues with the engine. On March 2, 2024, I got an oil change and on March 8th, my car stopped driving. I had the vehicle towed to the same service center on March 11, 2024. I was told they had too many clients and couldn't get to my vehicle for a couple of days. On March 13, 2024 I was told that they could not repair my car and that i needed to take it to a dealership because it required an engine and more components. When I asked how a car that ran perfectly fine for months all of a sudden just stops,the service manager, Andrew B*** was unable to explain. I asked that he have the regional manager contact me and as of today (4/19/24), I still have not heard from anyone. I have reached out to the manager, Bradley E**** and each time, he is not available or i'm told they have reached out to this district manager but could not give me a phone number. It's disgusting that i am sitting on a vehicle that i invested good money in and can't drive. I'm more disgusted that no one at AAA thinks anything of me as a customer. I was told the car was not driveable but it starts up and drives. I am afraid to take it around the block if the engine is compromised but again i can't understand why or how the damage occurred. I want to be reimbursed for the work they said they did or have them fix the car.

  

  Business response

  05/22/2024

  we spoke to her back in march the price for the oil change for her vehicle is actually 84 dollars and it was discounted for her down to the 70  she did come back and had the vehicle checked out she did mention that she was going on a road trip out west so not sure how many miles she went so maybe she hit the miles interval to need another oil change when she stopped back everything seemed fine and she left happy that was almost 2 and half months ago now

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: Complaint Against Bob Summerill Automotive Services To Whom It May Concern, I am writing to file a formal complaint against Bob Summerill Automotive Services located at ****** ** **** ***** ****. My experience with this company has been nothing short of unacceptable and has left me feeling extremely dissatisfied with their services. I brought my vehicle to Bob Summerill Automotive Services to have a rear axle installed. After the work was completed, I picked up the vehicle and was assured by the store manager that everything was in order. However, just one week after taking possession of the vehicle, the transmission failed. I had to have the vehicle towed to a **** dealership for further repairs. Subsequently, I received a check from my insurance company to cover the cost of the repairs. When I informed Bob Summerill Automotive Services about the situation and offered to have the repairs done at their facility, they shockingly demanded full payment instead of taking responsibility for the faulty work they had done. As a result, my vehicle remains unrepaired to this day due to their refusal to address the issue. This level of negligence and lack of accountability on the part of Bob Summerill Automotive Services is completely unacceptable. I am extremely disappointed with the way this situation has been handled and the lack of professionalism displayed by the company. I demand that Bob Summerill Automotive Services takes responsibility for the faulty work done on my vehicle and covers the cost of the necessary repairs at the **** dealership. I also expect a prompt resolution to this matter and a formal apology for the inconvenience and frustration that this situation has caused me. I kindly request that you investigate this matter and take appropriate action to ensure that other customers do not have to endure similar experiences with this company in the future. Thank you for your attention to this matter. Sincerely,

  

  Business response

  08/24/2024

  this is being sent to the management team for review

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  [BBB - Transcribed from original document. See file.] I took my car to Bob Sumerel for oil change. The manager stated to me he dont like ******** and that he was having trouble doing the job and 10 days after service the replace came on n I call and report a promblem adn I took car to another Bob Sumeral on Jan 16 and they tied my car up with rope. I got promblems. I cant even drive my car.

  

  Business response

  03/23/2024

  This was sent to the management team to address and provide a response

• Initial Complaint

  03/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 02/28/2024 I went to Bob Sumerel Tire and Service at **** ******* *** **** ***, OH ***** for an oil change because it was buy an oil change and get one free for around $105. I got the oil change and received a voucher for my next oil change that EXPIRED on 03/24/2024 which was not a realistic coupon. How many people get their oil changed within a month of getting their oil changed? No one I know of. I contacted the store and ***** said I had to call back. I called back the following weekend and to my surprise she said I had to call back again because the manager wasn't there. Then I called back again on 03/12/2024 at 1:22PM ET and spoke to ******. He stated the same as ***** stated, that the voucher date was not changing and that I could not use the voucher on another car. I would only be able to use the voucher on my car. The only suggestion/solution I was offered is to bring my car back in (waste of time, money, etc.) to change oil that was just changed not even a month prior. ****** admitted that it was a decision by corporate and that he knew that it was wrong as well. This is absolutely criminal. You bring in my business by saying that you will give me a buy one get one oil change promotion. I then see that you didn't provide a realistic turn around time for the second oil change. Your company was already aware of the issue because your employees advised that the information came straight from corporate knowing that what you were doing was wrong. Your own employees knew it. Anyone with a slight knowledge of cars knows that you don't get an oil change for at least 3-6 months.

  

  Business response

  03/23/2024

  This has been sent to the management team of the location to address.

  

  Business response

  03/30/2024

  I have spoken the guest regarding her concern and we have resolved the concern.   I have offered the guest a free oil change on a vehicle of their choice and provided my name/contact information for the service when they are ready for their next oil change.   

  Customer response

  04/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ********* *******
  

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took my truck into them to have my brakes redone. They had to redo them 4 times and still could not get them right. I have called to the regional manager numerous times, and he has not returned my calls. I had to go to ****** to have my brakes done correctly and have not had a problem since. I am requesting what I paid them since they were never able to fix my brakes. Date of transaction: Through the last 7 months- as I had to have them repaired the 4 times through those months Amount of transaction: $580 Fixed at ****** in January.

  

  Business response

  03/23/2024

  Please provide location that serviced was done so that it can be directed to the appropriate location.

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I asked to have my tire repaired at 7:30AM on 2/27. I was told it would be done in time for me to be to work at 9AM . At 8:15 I was given a list of work this location said my vehicle needed. The repair was not started. I declined all work presented. This location refused to repair my tire stating they were not allowed because the tread on the tire was too low. If that was the case, this should have been stated when I brought in the vehicle. This location put air in this tire on 2/26/24. I had to buy 2 new tires which I did not need to get my vehicle out of there. I was late for work. There are 2 charges on my bill that I was not told about and do not know,what they are. I want these refunded. I want a retraction of the statement that I declined tire repair. This location refused to repair the tire.

  

  Business response

  03/23/2024

  We would need the location the customer is referring to in order to investigate the concern. The repair quote or bill should have that information on it. Once we have that we can request a response to the complaint.

  Customer response

  04/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  I can not answer within the complaint the requested information.  The location in question is **** ******** ******* ********** *****. Thank you.
  Regards,
  
  **** *****
  

  

  Business response

  05/13/2024

  This has been sent to the Management of the location for review.

  

  Business response

  05/15/2024

  Good Morning,

   

  Here is the response from our Car Care management:

   

  Mileage: 74,743

   

  The tire was beyond serviceable limits.  2 Tires were recommended, Approved, Installed and Aligned.  Customer was given the option to air up the tire to get them to work and come back at a more convenient time.  Decided to complete during same visit.

   

  Customer arrived at 7:36am – Left at 8:55am    (1 Hour, 20 Minutes)

  Full inspection

  2 Tires

  Alignment

   

  Other Recommended work:

            Air Filter

            Cabin Filter   (Pictures of both included in electronic Inspection)

            Flush Cooling System  (Recommended by Mileage)

  
  
  

  ATTACHED:

  1.   Customer Signed and Initialed incoming paperwork.

  2.   Customer Signed and Initialed / Approved work to be completed.

  3.   Customer Signed and Initialed exit paperwork confirming all the work was completed.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my truck to this shop to get an intake manifold gasket replaced, they broke the EGR valve while working on the truck and when they showed me the broken part I noticed there was no coolant in the reservoir they had the truck running and it was bogging down. They made me pay for the EGR replacement and when I came to pick the truck up it had a check engine light and an airbag light on which were not there before. They also messed up a lot of wiring and there were both missing on the engine. The truck was blowing white smoke out the exhaust and I went to AutoZone and rented a hydrocarbon tester and it showed that the truck had a blown head gasket. I had previously done a hydrocarbon test on the truck less 1,000 miles before I took it to the shop and it did not have a blown head gasket before. When they had the truck running without coolant this would have caused that. The check engine light showed a bad coolant sensor and a bad cam position sensor. I brought the truck back I had not even drove it one mile and they tested it and said the head gasket was fine. The truck is still blowing white smoke. I got the truck back again and the check engine light was still on and the airbag light was still on. They sent one of their mechanics out to look at it and he admitted to breaking the coolant sensor. They called me back to pick up the truck again and they had fixed the coolant sensor but cam position sensor light and the airbag light are still on. The truck is still blowing white smoke. I contacted the regional manager and he was supposed to file a claim but I have not been able to get back in contact with them and they have not let me know anything about the claim. The reason I did the hydrocarbon test before I brought the truck to the mechanic shop was because I had just purchased it and wanted to make sure I was buying a good truck. I want my truck fixed

  

  Business response

  03/08/2024

  We will be sending this to insurance per or Facility manager. The member will receive contact from the insurance company.

  

  Business response

  03/08/2024

  We will be sending this to insurance per or Facility manager. The member will receive contact from the insurance company.

  

  Business response

  03/23/2024

  Once the claim is turned over to insurance the claim is in the hands of the insurance company, no longer AAA. We do not play a part in the determination of the case at that point.

  

  Business response

  03/23/2024

  Once the claim is turned over to insurance the claim is in the hands of the insurance company, no longer AAA. We do not play a part in the determination of the case at that point.

  Customer response

  03/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.  The entirety of the needed repair needs to be submitted to the insurance company. If the insurance company does not resolve the issue another solution will need to be met. My truck has now been sitting for 2 months and I would like it resolved immediately.
  
  Regards,
  
  ****** *******
  

  Customer response

  03/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.  The entirety of the needed repair needs to be submitted to the insurance company. If the insurance company does not resolve the issue another solution will need to be met. My truck has now been sitting for 2 months and I would like it resolved immediately.
  
  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. ↩