Public Mediation

Big Owl's Auto Rescue-Dispute-#7050560

L. L. vs. Big Owl's Auto Rescue
Little Elm, Texas, United States
Amount Involved: $200.00
Complaint(s): Problem with a service
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: View.
    • Claim #: 7050560
    • Amount Involved: 200.00
    • Filed On: Apr 16, 2012
    • Posted On: Apr 27, 2012
    • Complaint(s):
      • Problem with a service
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Statement of Claim
Complaint Involved (1) - View
Claimant says:
"I was a repeat customer of Big Owls for many months spending hundreds of dollars with them. Little things happened at first, but for the most part things where acceptable. However, when I sent him pictures of my muffler showing no work had been performed by his tech Robert Alphonso dropped out of sight. Robert was suppose to add a sleeve to patch a hole in the muffler. I paid $100 for no work performed. I have asked for a refund.

To further complicate things, Big Owls also replaced my power steering pump on a Mazda Tribute and will not come out to do the warranty work. They do not stand behind their work or make things right if something goes wrong.

Let's talk about their competitive pricing -- here are some real numbers for you -- we needed a horn button to pass inspection - labor charged $147 and parts where at $26.99 -- after talking to many mechanics my best guess is it should have been about a $50 job with $10 for parts. You can check it out for yourself. The button kit is $7.99 at AutoZone. Ask Al he will tell you they do not mark up the parts. That is not true.

Alphonso Willis, the owner of Big Owls Auto Rescue, lacks integrity and will not address the issues presented and refund my money as asked. You would think a man that is gaining business and reaping financial rewards from customer referrals would understand and value the importance of customer retention and customer satisfaction. They talk a good game, but they do not walk the talk. Bottom line is when all the issues where brought to the table he vanished. Poof. Gone with my money. The way I see it he has stolen money from me and should pay the money back immediately.
In addition they promote and advertise that mechanics are ASE certified. I never saw any ASE certification on any mechanic."
...
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What Claimant Wants Hide
1. Refund: For work not performed on the muffler - Corrolla Apr 30, 2012 $100.00
2. Refund: Gross Overcharge For the horn installation on the Corolla Apr 30, 2012 $100.00
3. Other – Pay for claim posting cost Apr 30, 2012 $7.95
Cash total : $207.95
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Respondent's Counteroffer

There has been no response to this claim from Big Owl's Auto Rescue. This claim will remain posted until resolved
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  • Comment: by Mark — Online mediator
    • On: 07-03-2012
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  • Just wanted to submit a testimonial: In my entire life, I have never encountered a more honest, knowledgeable, and incredibly low-priced auto service company and technician than you and your team. When I called, Al dispatched a technician to my home immediately. I was impressed that I could get same-day service out to my home on a Saturday. When Brian the technician arrived, he immediately started solving problems. He quickly made an accurate diagnosis and explained his diagnosis in detail, patiently answering all of my questions. He immediately gave me a written quote, and it was way lower than what I would have paid at a big shop with lots of overhead. It was very easy to tell that Brian knew what he was talking about. He was totally focused on serving me, not focused on what he might get from the deal. I never felt any sales pressure from the technician or any doubt in the accuracy of the technician's diagnosis or in his abilities. He showed me exactly what was wrong on the vehicle and described exactly what it would cost to fix it with no surprises. While he was working I noticed he would fix extra small quick items he encountered here or there--little things that were not part of the deal but that he took care of just because he was focused on one thing: serving his customer. What a great company! We will recommend you again and again to anyone we can! We got all of our repairs done for a fraction of what we would have spent at a shop. Thanks again! Mark C. McKinney, TX
  • Comment: by maurice5351 — Online mediator
    • On: 06-13-2012
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  • I want to express my confidence in Big Al and his team. They have made my life so much easier again. First of all when you speak with Big Owl about your car problems he is so genuine and he really want to help his clients. He makes you feel comfortable and confident just with your initial conversation that you absolutely trust them. They give you an honest estimate and stick to it. I have been scammed by several mechanics that tell you one thing and the next thing you are paying them double. Not at Big Owl's. These guys are all exceptional and they get the job done on the spot. I was so impressed with Butch the last time that I had to call Big Owl. I requested Butch by name. Butch was already out on a job so Big Owl sent Brian out. Big Owl promised that Brian was a great mechanic as well. Once again Big Owl has surpassed my expectations. I secretly told Brian that he is my new favorite. No doubt this is a smart dependable and trustworthy team so if you want your job done right and a great price, you really want to call Big Owl and his team. I will never get another mechanic besides Big Owl to do my automobile work. They have a lifetime commitment from me and I'm sure you will agree. If anyone is having car problems, you really want to call Big Owl's team!!1
  • Comment: by Paul Anastaseo (20 points) — Online mediator
    • On: 05-04-2012
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  • to the visitor that posted the first comment... you are entitled to your own opinion, and I'm glad you had a great experience with the company this complaint is against.

    but this does not give you the right to call the claimant "a shmuck", or anybody that has had a bad experience with them.

    i wasn't a customer of this company, nor am I the claimant but I think your comment is comming from someone inside the company.

    if Big Owls is that great (and I'm not saying they're not), they should simply respond to this complaint and make sure each one of their customers is satisfied.

  • Comment: by lagurian — Online mediator
    • On: 05-03-2012
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  • Bigowl’s Auto Rescue is a GODSEND!!!! Don't allow any negative feedback that you read in these reviews, to keep you from calling him if/when you need any type of automobile repair! Everyone is entitled to their own opinion, and have their personal level of expectations (similar to a movie getting RAVE REVIEWS and you might think it stunk, or vice versa). So, moving right along with my own personal experience with Bigowl and the service they provided... First, and foremost, they was very personable when we spoke on the telephone. We were disconnected, and he immediately called me back. Please note we were BOTH on cell phones! They arrived at my home exactly when they said they would... actually, they was EARLY! It was my roommate's car that was having trouble, and it was the only source of transportation we had (since my truck had not been running since December due to a transmission problem). Carson checked the car and gave the exact diagnosis that my roomie had received from one of the local, well-known auto repair shops. However, the estimate they provided was a couple of hundred dollars LESS!!!!! Carson made some calls from the driveway, and off we went to purchase & pick up parts! I just want to note that along the way, he respectfully asked if I minded if he made a phone call. As it turns out, the phone call was a follow-up call to a customer he had repaired his vehicle a couple of days prior! That, to me, is GREAT BUSINESS! I, too, have been on the receiving end of Bigowl’s Auto Rescue follow-up phone calls… NOT ONCE; BUT TWICE!

    To all of the shmucks that write negative reviews about Bigowl’s Auto Rescue car repairs are expensive and if you want to be greeted by a guy in a suit in a proper storefront you’re going to pay much more
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