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Starting Gate Service Center Starting Gate Shell, Ken Ruehl, Owner Held Car Hostage for Storage Fees Not Due - Didn't Intend to Fix Car - Tried to Overcharge by $1500= Laurel Maryland
This is a complaint regarding the lack of service and calculated exploitation
as rendered by Starting Gate Service Center, an automotive shop in Laurel's
Maryland City. We must dispute most of what was charged in the blatant attempt
by Ken Ruehl, its owner, to seek remuneration for "services" which were of no
practical / actual value.
The surrounding events began on the evening of the 5th of January, when damage
to our 2005 Pontiac Grand Am was provoked by my running over uneven pavement
at the end of a parking lot driveway, which loosened the left rear wheel. More
damage was done by unwittingly driving along on the bare wheel for a time
after its tire burst. The would-be repairs were originally put to a claim with
GEICO (which had a $500 deductible attached) but reimbursement by our
insurance company was later denied due to a cause for the said malfunction
being pre-existing wear and tear on an aged vehicle. We do and did understand
that aspect of this; and were reluctant but still prepared to pay out of
pocket for a reasonably priced fix.
However, despite what was paid; NO RELATED REPAIRS WERE DONE.
After a period of deliberation (approximately 6 days) to determine where the
car should go to be serviced, it was picked up for its tow by Starting Gate on
the evening of the 11th of January; after its inspection in our driveway that
morning by the first of the enlisted GEICO adjusters. I called immediately
before hiring the transport to ensure that Starting Gate was prepared for
having the car (and not bogged down or booked-up, etc.); and called again
immediately after the car's arrival to ensure that the garage was aware of
having the vehicle and all of the pertinent details. I was assured by the
person on the phone, calling himself Joe, that they were well-versed in
everything that needed to be done; especially as they were "GEICO Certified".
My frantic mood turned to calm after receiving his guarantee, and I went about
the other business involved; such as securing our much-needed rental car.
Afterward I called Starting Gate virtually every day to get progress reports.
A statement they made on their website is that most minor repairs could be
done in a day or so. I patiently waited day after day for good news but was
put off by Joe (who I suspect was Ken), who said that they hadn't gotten to it
yet, and then stated that they weren't told to touch it; and then finally
volunteered that it was being kept for "insurance purposes". At one point in
the middle of our exchanges I was asked if the inclusion of fixing a stuck
window would be something we were interested in. I replied, "Yes, I suppose so
if the price is reasonable." He said he would get back to me with a quote soon
but still staggered the pace.
I eventually got a whopping (and stunning) request for $2083.00 - which was
larger than ANY sum I've ever been quoted on a car - including those for much
older ones owned previously that had many more faults than this one. I stated
that I wasn't sure that it could be paid but then insisted on a breakdown of
the costs. At some point a $400 storage charge was mentioned. I asked if that
was truly necessary for us to pay. He said that it wouldn't be necessary if GEICO
took up the slack. (The assessments by GEICO were consistent at approximately
$318.00 for all needed repairs; after the initial and secondary inspections.)
After the confrontation on the storage charge, Ken was more insistent on
speaking to my mother D., and only her, after so many incidents of me
identifying myself by name to him. GEICO already identified me to Starting
Gate as the claimant; with an especially clear indication of my status given
in a three way call we had a couple of days earlier (which occurred after
having to relay the question to GEICO as to why the car would be kept for
"insurance purposes").
Again, I was increasingly referred by "Joe" to "Ken", the owner, for anything
and everything. Then I was told that things would only be settled by my mother
speaking directly with Ken. Despite my and my mother's insistence (in her own
voice) that I was the designated driver and would handle the transaction; he
became more fixed on dealing with her only. She believes that he was given the
notion that she was "old, decrepit and senile" due to the fact that I left her
Rollerlator, a combination wheelchair and walker, in the back of the car.
Ken was definitely more soft-spoken and deferential in his dealings with
her (but also very patronizing in our collective opinion). Because of
indications found in our research we believe that he seeks to take advantage
his female clients and particularly those that don't appear to have much in
the way of means or the "wear-with-all" to handle their business. Mom
asserts that his M.O. in this case is elder abuse. I agree that him defrauding
an elderly woman seriously compounds everything else that was done. We signed
for nothing in advance, and signed up for nothing that should have or would
have so indebted us; and didn't expect to be bled dry, leaving NOTHING to show
for our experience.
On the day before we decided to end our business with Starting Gate
(roundabout the 26th of January) a second GEICO inspector was called in (by
Ken) to do a repeat of the car's inspection. Neither I nor the first adjuster
was aware of this until one of my final calls placed to the garage on the
27th. That's when the news from GEICO was officially changed to state that
they would not pay for any fixes, even with the deductible.
As for the $400 storage charge, our invoice states that it was assessed at $50
per day, from the evening of the 11th (the very day the car was delivered to
Starting Gate) through the 8th day afterward. Unfortunately, my mother had
difficulty in locating a lost debit card; and as Starting Gate doesn't take
checks she was almost charged for additional days worth of storage. We plead
with Kenneth Ruehl to allow us time for her to write a check to a neighbor
which could be redeemed for his cash payment and he hesitantly agreed.
Starting Gate was paid the sum of $540.00 (down from approximately $549.41);
which does NOT include the cost of the initial tow which was covered by GEICO.
They received fees for two deliveries (each at $90) - for one to their place
of business and for one to our house, plus the roughly $50 for their "assessment"
of the car; and the bogus $400 storage charge. The stuck window was pulled up
and secured with tape; BUT NO OTHER MECHANICAL WORK WAS DONE.
When I came to redeem our car, I stood at the counter and carefully counted
out the cash three times. The last $20 bill was given to him (Ken posing as an
associate) separately for payment of the tax at $9 and change. He in
exasperation said, "Oh, what do I need to quibble about $20 for?" Then he
handed back the last bill. Who other than the business' owner would have the
motivation, or the right, to refund money to a customer as a spur of the
moment decision?