- Report: #924053
Complaint Review: Tubbs Brothers - Internet
Reported By:
Joel -
Kingston, Michigan, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Tubbs Brothers
959 West Sanilac Road 48741 Internet, United States of America
Phone:
810-583-5157
Web:
www.tubbsbrothers.com/
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Tubbs Brothers Refused to follow through with promises to clear up problems that were stated on the safety inspection. Internet
On July 3rd 2012, my son and stopped at Tubs Brothers with purchase of a used car in mind. My son even had a cash down payment with him.
We had spotted a vehicle that seemed to be just what he wanted. My son and I took it for a test drive and were pleased with the car except that it pulled to the right. We returned to the dealership and started a discussion with a sales man about price. This process seemed to take more time than I expected and the sales people were very distracted with their holiday boating plans. A price was quoted and my son and I offered a bid, which amounted to about $200.00 less than the quote, pointing out that while test driving we noted that there was a pull to the right. The salesman (Todd) said he didn't think he could go any lower because of a recent price reduction but would consult with the used car sales manager.
A few minutes later a woman (dressed very casually) came to us with some comp. prices stating that the price of the car was competitive and the price quoted was the best she could do. I asked if we could see the safety inspection and the inspection sheet stated that there was a pull to the right. I pointed this out again to the sales manager and she stated that she didn't understand why that wouldn't have been corrected but would have it taken care of. I then asked if there was a carfax available for this car. She provided one for us and it showed that the car had 4 previous owners on a 2005 vehicle (this was in contrast with what a 3rd sales person had stated while passing by earlier). I pointed this out and again offered the same bid (approx $200.00 less than the quote). She then stated I can see that you would not be satisfied with this car no matter what I quoted to you. (getting late in the day on July 3rd and it seemed to my son and I that the holiday celebration had already started with our sales group) I asked the manager if there was any counter offer. She said "no my quote is the best I can do! So we left.... After the holiday weekend, I called the dealership asking if I could speak to the general manager. I was told that he was out of the offices at that time but was informed that he would be back later if I needed to talk to him. I said that
would be OK and asked if I could start the process of loan approval and was directed to a sales person, this sales person said that an on line form would need to be completed then the process could be started. After lunch time my wife and I came to the dealership and was able to speak with the general manager. I told him of my experience with the used car sales group and he said "that doesn't sound like my people" I inquired about the same car as before, he quoted me the same price. I asked if he could do any better, he looked at me and said "that's the price". I said OK and started to leave and he said "that was my price, what's your offer", I stated the same bid as before and he said he could do that, we shook hands and he directed me to salesman Todd Tressmer. Todd started the paper work and I pointed out the safety inspection and the pull to the right, he said he would get it right into the service manager and have it taken care of. Following the service work Todd told me that it was just a matter of changing some wheels around but it was OK now. Being skeptical I asked if I could dive it again and doing so found the pull gone. By this time it was getting late in the afternoon and the finance person wasn't able to finish the paper work on that day, but Todd said I could take the car after he had the cleaning crew prep it and he would bring the finished paper work to me at home the following day. Well the prep crew also had gone home so Todd pulled the dealer stickers from the windows and said That I could bring it back another time and he would have it detailed for me. So I took the car home and decided to check the tire pressures and found that the left front had 10 pounds of pressure and the right had 42 pounds (at this point it seemed to me that the right side pull had been corrected by changing tire pressures). Todd came to my house the following day with the finished papers, I told him what I had found with the tire pressures, he stated that doesn't sound right, a tire with 10 lbs. of pressure would be almost flat and he knows the service dept. wouldn't allow such a thing to happen but he would talk to the service manager". Later that day Todd called me saying he talked to the service manager and to satisfy this issue, when I bring the car in for the detailing they will put the car on the alignment machine while I'm there so there would be no further doubt about the pull issue. A few days later I attempted to contact Todd to arrange the service but he was out for the day. I spoke with a person in the service dept. and arranged for the detailing to be done and the check of the right pull. An appointment was made and my son and I brought the car back to the Tubbs Brothers dealership. They took the car in for the check, had it for a couple of hours then came to me with an estimate for brake repairs of $500.00 that would correct the pull problem. I asked about the alignment check that had been agreed upon. The hear service manager came out and said "I don't know about any agreement you had with Todd but we found the problem with the pull to the right and that's the repair cost and it's not covered!" I and my son went to the general managers office and attempted to explain the agreement that I had with Todd but he said "you told me a story about my sales people that I find hard to believe and now you tell me that my service dept. did this. I have never had these kinds of complaints before". Then he said "did you drive the car before taking it home". I said that I had. He stated that he had no other obligation for any other work! I said that I wasjust telling him what I had found with the tire pressures and he asked "do you think I'm calling you a liar? I responded "it seems like it".....He (the general manager) Blurted out "THEN WE'RE DONE HERE"..... On the way out I asked the service team about the detailing that had been scheduled and they said "oh we didn't have time you'll have to bring it back next week!" 8/6/2012Now Ive had the breaks checked out, finding no
problems with any of the parts that I was told would need to be replaced. But no one seems to care enough to respond!
We had spotted a vehicle that seemed to be just what he wanted. My son and I took it for a test drive and were pleased with the car except that it pulled to the right. We returned to the dealership and started a discussion with a sales man about price. This process seemed to take more time than I expected and the sales people were very distracted with their holiday boating plans. A price was quoted and my son and I offered a bid, which amounted to about $200.00 less than the quote, pointing out that while test driving we noted that there was a pull to the right. The salesman (Todd) said he didn't think he could go any lower because of a recent price reduction but would consult with the used car sales manager.
A few minutes later a woman (dressed very casually) came to us with some comp. prices stating that the price of the car was competitive and the price quoted was the best she could do. I asked if we could see the safety inspection and the inspection sheet stated that there was a pull to the right. I pointed this out again to the sales manager and she stated that she didn't understand why that wouldn't have been corrected but would have it taken care of. I then asked if there was a carfax available for this car. She provided one for us and it showed that the car had 4 previous owners on a 2005 vehicle (this was in contrast with what a 3rd sales person had stated while passing by earlier). I pointed this out and again offered the same bid (approx $200.00 less than the quote). She then stated I can see that you would not be satisfied with this car no matter what I quoted to you. (getting late in the day on July 3rd and it seemed to my son and I that the holiday celebration had already started with our sales group) I asked the manager if there was any counter offer. She said "no my quote is the best I can do! So we left.... After the holiday weekend, I called the dealership asking if I could speak to the general manager. I was told that he was out of the offices at that time but was informed that he would be back later if I needed to talk to him. I said that
would be OK and asked if I could start the process of loan approval and was directed to a sales person, this sales person said that an on line form would need to be completed then the process could be started. After lunch time my wife and I came to the dealership and was able to speak with the general manager. I told him of my experience with the used car sales group and he said "that doesn't sound like my people" I inquired about the same car as before, he quoted me the same price. I asked if he could do any better, he looked at me and said "that's the price". I said OK and started to leave and he said "that was my price, what's your offer", I stated the same bid as before and he said he could do that, we shook hands and he directed me to salesman Todd Tressmer. Todd started the paper work and I pointed out the safety inspection and the pull to the right, he said he would get it right into the service manager and have it taken care of. Following the service work Todd told me that it was just a matter of changing some wheels around but it was OK now. Being skeptical I asked if I could dive it again and doing so found the pull gone. By this time it was getting late in the afternoon and the finance person wasn't able to finish the paper work on that day, but Todd said I could take the car after he had the cleaning crew prep it and he would bring the finished paper work to me at home the following day. Well the prep crew also had gone home so Todd pulled the dealer stickers from the windows and said That I could bring it back another time and he would have it detailed for me. So I took the car home and decided to check the tire pressures and found that the left front had 10 pounds of pressure and the right had 42 pounds (at this point it seemed to me that the right side pull had been corrected by changing tire pressures). Todd came to my house the following day with the finished papers, I told him what I had found with the tire pressures, he stated that doesn't sound right, a tire with 10 lbs. of pressure would be almost flat and he knows the service dept. wouldn't allow such a thing to happen but he would talk to the service manager". Later that day Todd called me saying he talked to the service manager and to satisfy this issue, when I bring the car in for the detailing they will put the car on the alignment machine while I'm there so there would be no further doubt about the pull issue. A few days later I attempted to contact Todd to arrange the service but he was out for the day. I spoke with a person in the service dept. and arranged for the detailing to be done and the check of the right pull. An appointment was made and my son and I brought the car back to the Tubbs Brothers dealership. They took the car in for the check, had it for a couple of hours then came to me with an estimate for brake repairs of $500.00 that would correct the pull problem. I asked about the alignment check that had been agreed upon. The hear service manager came out and said "I don't know about any agreement you had with Todd but we found the problem with the pull to the right and that's the repair cost and it's not covered!" I and my son went to the general managers office and attempted to explain the agreement that I had with Todd but he said "you told me a story about my sales people that I find hard to believe and now you tell me that my service dept. did this. I have never had these kinds of complaints before". Then he said "did you drive the car before taking it home". I said that I had. He stated that he had no other obligation for any other work! I said that I wasjust telling him what I had found with the tire pressures and he asked "do you think I'm calling you a liar? I responded "it seems like it".....He (the general manager) Blurted out "THEN WE'RE DONE HERE"..... On the way out I asked the service team about the detailing that had been scheduled and they said "oh we didn't have time you'll have to bring it back next week!" 8/6/2012Now Ive had the breaks checked out, finding no
problems with any of the parts that I was told would need to be replaced. But no one seems to care enough to respond!
1 Updates & Rebuttals
Tubbs Brothers
Sandusky,Michigan,
United States of America
Response from Tubbs Brothers
#2REBUTTAL Owner of company
Fri, September 21, 2012
Although this customer never contacted me personally, he did file a complaint with the Better Business Bureau. A copy of my response to the BBB follows. It addresses each of the customers accusations. Since this letter and offer, I have heard nothing from the BBB or the customer. It is important to understand that my company has been servicing local customers of nearly 60 years. We pride ourselves on customer service, in fact, if you google us you will see reports from many very satisfied customers. You can also view customer testimonials on our website www.tubbsbrothers.com Unfortunately, as stated in the response to the BBB the customer has falsely accused my employees of not only drinking, but also unethical business practices without any basis for truth. He is confrontational and abusive and his behavior has prevented any attempt to provide any type of assistance to him. I have offered my personal contact information to him without any response. (my direct line is 810-648-3383 for anyone who would like to discuss this including the customer) In any case, my response to his accusations follow:
August 15, 2012
Carla Appleton
BBB of Detroit & Eastern Michigan
26777 Central Park Blvd., Ste. 100
Southfield, MI 48076-4163
RE: Case #9155922
Dear Ms. Appleton:
In answer to your letter dated 8/6/2012, I have reviewed Mr. xx complaint with all of the employees who were involved. I will address each point individually and then provide a summary.
Mr. xx states that the safety inspection sheet indicated, that there was a pull to the right. I have enclosed a copy of the inspection repair order. It does reference a pull to the right and indicates we aligned the vehicle at that time. Document is labeled A Mr. xx states that he and his wife returned to the dealership, spoke with xxx, our General Manager, and told him of my experience. In fact, he accused my employees of being drunk and insulting his son. That is a complete falsehood and my General Manager was right to defend our staff. xx indicated to me that Mr. xx was abusive and confrontational at this time. We did accept Mr. xx offer of $200 less than our asking price and we did have our service department check for a vehicle pull. xx our Service Manager took the vehicle for a ride and found no pull, only a slight drift to the right which is a normal condition due to road crown.
In an effort to reduce the drift, xx said that he added 8 lbs of air to each tire and crossed switched front tires (tires can cause drift and sometimes crossing them will change this). xx test drove again and found everything good. Customer drove vehicle at this time and said pulling problem was corrected. Ive attached xx statement labeledB. Mr. xx stated that he took the vehicle home and found that the left front tire had 10 pounds of pressure and the right had 42 pounds. This is very unusual since xx had just checked pressures and we found no air leaks in the tire. Furthermore, a tire with 10 lbs of pressure would be nearly flat and most likely would overheat and become ruined within a few miles of driving. More telling is that Mr. xx accused us of intentionally altering the tire pressures to correct his complaint. Not only would this be unethical, it would also expose us to liability should a tire fail and cause an accident.
On July 20, Mr. xx returned and indicated (or his son indicated) the vehicle pulls right while braking. Our technician found that the left front brake caliper was sticking intermittently and recommended replacing the sticking caliper as well as rotors and brake pads. When informed of this, Mr. xx denied that the vehicle pulled on braking and again became confrontational and abusive to my service personnel. He then walked into my General Managers office, became abusive with him and stormed out. Mr. xx was scheduled to return the vehicle the following Monday to complete the detail and put the vehicle back on our alignment rack with Mr. xx present so that he could personally see the specifications. Mr. xx did not return for his scheduled appointment.
Attached are copies of all the inspections and repair orders related to Mr. xx vehicle as well as copies of the sales documents. Upon review, we know that the vehicle has a brake caliper that sticks intermittently. Its possible that this began sometime between our original safety inspection and the sale of the vehicle, however, since Mr. xx never indicated a pull on braking until 2 weeks after he took delivery, its just as possible that it occurred after the purchase. (A pull on braking is a completely different complaint than a pull while driving) Additionally, our original safety inspection documents dont indicate any brake problems and in fact show 70% brake lining remaining (document C).
What is most apparent is that Mr. xx is his own worst enemy. He has been confrontational, accusatory and abusive since he first entered my dealership. He has managed to insult every person he has come in contact with. This attitude prevents resolution to any problem because Mr. xx cant control his temper long enough to work out satisfactory solution. Typically we would make, at minimum, some type of goodwill adjustment or repair in a case like this. Unfortunately,
Mr. xx's behavior prevented this conversation from ever taking place. Despite this, I am willing to participate in the repair cost of the brakes. Our original estimate was $444 and I am willing to split that cost with Mr. xx. That being the case, this offer is only good if Mr. xx can control himself and behave in a civilized manner. Should he become abusive with any of my personnel I will retract my offer and Mr. xx will be asked to seek automotive services from another source.
Please feel free to present this offer to Mr. xx. If Mr. xx would like to pursue this solution, please have him speak with me directly. If you would like to discuss this matter further you can reach me on my direct line, 810-648-3383.
Regards,
Tubbs Brothers, Inc.
