Complaint Review: Starting Gate Service Center - 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?