Consumer complaint received 2018-01-08
Company: CAPITAL ONE FINANCIAL CORPORATION
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Formal Complaint against XXXX XXXX XXXX XXXX XXXX ( Transmission ) On Wednesday, XX/XX/XXXX, I asked my boss if I could leave work early to have my car diagnose, I informed him that I was going to leave work at XXXX. My guy friend tagged along with me. Around XXXX XXXX, I took my car to XXXX XXXX XXXX XXXX XXXX ( Transmission ) located at XXXX XXXX XXXX, XXXX, FL XXXX. Ph # : XXXX. A woman named XXXX greets my friend and me, she gave us a tour around the shop. Then she had us sit down in the office talking about nonsense. XXXX asked us if we were married or in a relationship. She asked me if I lived on my own or had roommates. I informed her that I just wanted a diagnostic test to be done to see what is wrong with my car. I filled out my basic information on the work order. She made me feel uncomfortable and awkward when she asked me very personal questions. XXXX took down notes on the work order about my car having shifting problems, fly wheel, CV axle, etc. Then she said, well it is {$890.00} to reserve your car in the bay because you do n't want to leave it outside and it might get stolen. The price also includes other diagnostic tests and the car rental. I told XXXX that I have never heard of that before and I never had to leave my car overnight. She said well if we do n't find anything wrong with your car, we would refund you the money. I handed my car key and two credit cards. She never once informed me that they are going to take my car apart. She was trying to get me to apply for a car credit loan, I said no thank you. She told me that someone would call to let me know what 's wrong with the car. She told me that the {$890.00} does not include parts. I questioned her again, " So you do know already that I need a transmission? '' She said, " No we wo n't know until the tests are done. '' I was NOT given the work order when I requested for one. We left XXXX around XXXX XXXX. As I was heading home, something just did n't feel right. My XXXX was out of control so I decided to research more about XXXX. I found lots of complaints and their good reviews are falsified. Around XXXX XXXX, I called XXXX and left a message. The next day on XX/XX/XXXX, I called at XXXX XXXX and kept calling & leaving messages. I did n't reach someone until XXXX XXXX & I had to block my #, XXXX, the mechanic, answers the phone. I introduced myself and my car. I told him that I do not want anyone to touch my car and I changed my mind. He said, " Well you paid {$890.00} to let us take apart your car. '' I said, " No I did n't, I paid {$890.00} to get a diagnostic test done and to reserve my car in the bay so it would n't get stolen outside which I think is ridiculously overpriced. '' XXXX said, " I just got here and opened up at XXXX XXXX. I come into work to work, not to pick up the phone, mam. I said, " Is that how XXXX does business by not answering the phone? '' XXXX said, " Call me back in 20 minutes. '' I said, " Why? I told you not to touch my car. I am picking it up today. Why would calling me back in 20 mins matter? '' He said, " Probably nothing but I am getting an incoming phone call. '' He hangs up on me. I blocked my number and a woman picked up. I introduced myself & what kind of car I owned. She starts to yell and threatens me. She said, " If you come to my shop, I will call the cops on you. If you call over and over again, I will file harassment and I will block your number. XXXX, you are ungrateful person, you need to learn to be nice so that nice people can do nice things for you. I do n't care that you do not want to do business with us. You are the least important person in our place right now because there are way more important people who paid more to get their transmission done. If you do n't learn to be nice, maybe the car will be ready today or tomorrow or next week or not at all. Maybe you wo n't get your car back. '' She did n't let me get a word in, just screaming and threatening me. I was in tears. She assumed that I hung up so she said, " Oh, did you hang up on me? I have to go now because I am an accountant or I am seeing an accountant. I even gave you my rental and it is includes with the {$890.00}. You are so ungrateful. Our mechanic has been working on your car since XXXX XXXX. '' She kept on shouting repetitively, " When are you coming? Are you coming right now? Bye for now. '' I just told her, " I will be in today and if you hurt my car, you will see. '' Then I hung up. A few hours later, another friend of mine accompanied me, and I also called the XXXX County Sheriff 's Department. Two sheriffs arrive at XXXX. I informed them of what was going on. I told them that I was too scared to go to XXXX by myself to retrieve my car because XXXX or whatever name she goes by, had threatened me on the phone. XXXX took apart my car without my authorization. The {$890.00} did n't include touching my car. I was informed by XXXX, XXXX, or XXXX XXXX that the {$890.00} only included my car rental ( I had to rent & pay for the car ), diagnostic test ( never done because I cancelled on XX/XX/XXXX around XXXX at night ), and to keep my car overnight in the bay instead of outside their shop so that it would n't get stolen. I stayed outside while the sheriffs went in first. The sheriffs went inside the shop and stayed there for at least 20 mins or more, they come outside and inform me that my car will not be ready until Friday, XX/XX/XXXX at XXXX XXXX. I was like really? They were n't supposed to touch my car at all. I did n't authorize that. I told the sheriffs what was included in the {$890.00} ( mentioned above ). They were shocked. Deputy XXXX gave me the number to call and the case number and she advised me to call the sheriffs to accompany me to get my car. I told her, " Oh yes I will definitely call, XXXX threatened me. '' On Friday, XX/XX/XXXX, in the late morning, XXXX calls me and it is XXXX ( XXXX 's husband ), he says, " Your car is ready now and all you have to do is pay the taxes of {$890.00} and sign a release form otherwise you wo n't get your car back until you do. '' I questioned him, " The taxes of {$890.00}? So what is wrong with my car? '' He says, " Oh, I do n't know, you told us not to touch your car so we took it apart and then we just put it back together and now you are paying the {$890.00} for that reason. '' I called my car insurance and requested a towing truck to meet at XXXX to get my car towed back home. Around XXXX XXXX, I called XXXX County Sheriff 's Department to request sheriffs to keep the peace. Shortly after, Deputy XXXX XXXX and another sheriff deputy accompanied my friend and me to get my car. I informed them of the situation. The deputy informed me that lots of people complain about their car being held hostage and being overcharged. I looked over the fake work order with my pre-signed signature, everything else was false. XXXX XXXX XXXX never gave me a copy of the work order form and forged the checkmarks & other information on the work order form. I was forced to sign the fake release form also known as the work order form to get my car back otherwise XXXX threatened me that I will never see my car again. XXXX drives my car away from his property. He wanted the sheriffs to leave his property quickly because it brings bad business. I was scammed {$470.00} ( 2x ) = $ XXXX+ $ XXXX= {$1000.00} charged onto Capital One. Capital One has an ongoing investigation because I filed XXXX disputes against XXXX. This place is a rip-off. They not only overcharge but they scammed me. XXXX ( other alias names ) & XXXX XXXX are very dishonest and violent people. I wish that I would have known to not trust this place. I demand a refund of {$1000.00}. The case # XXXX. The case was originally made by Deputy XXXX and her # : XXXX. The case is within Keep the Peace. I also think that the public needs to know about this bad business and they shouldnt continue business because we need honest and more reliable auto repair shops. XXXX aka XXXX XXXX has many assault records, screams and yells that she hates cops and wants them out of her shop, assaulted a customer who happened to be pregnant because she changed her mind, so XXXX becomes physically violent. XXXX was verbally abusive on the phone with me threatening me if I didnt pay and I wasnt nice, I wouldnt see my car ever again. I am not going to go somewhere alone when I was threatened, extremely anxious, and unsafe without law enforcement. Even the deputies have informed me that other customers will change their mind and not want service done by XXXX, XXXX would lock up their place and close early for the day, making the customer wait until the following day. XXXX aka XXXX lied that I was satisfied but I wasnt, I wanted my car back because thats my car and I changed my mind about not having a diagnostic test done on my car at all so taking apart my car wasnt discussed to me and wasnt authorized. XXXX never explained her cancellation policy. XXXX had scammed me {$1000.00} for doing nothing and they took my car apart without my authorization. The diagnostic test amount charged on the fake order form was never discussed to me. Those checkmarks are not my handwriting and they werent explained to me either. They need to be shut down. I have filed complaints on BBB, XXXX, XXXX, XXXX XXXX, and XXXX. I also filed a complaint through Florida Department of Agriculture & Consumer Services and I have submitted my complaint & concerns to 8 on your side ( local news in XXXX XXXX area ). Lastly, I had submitted my complaint to the Attorney General, XXXX XXXX. My matters should be taken seriously and I feel that Capital One does n't care & they are n't very supportive either. I wanted my car fixed but all I asked from XXXX was a diagnostic test not for my car to be taken apart. No one can diagnose a car from the outside and assume that the customer needs a transmission. From XX/XX/XXXXXX/XX/XXXX, I had only driven my XXXX XXXX XXXX XXXX once and it broke down on the XXXX XXXX ( report provided upon request ). I dont know what XXXX did to my car but what I do know is that my car broke down after I retrieved it. Capital One had request two ways to get my money back : proof of return or second opinion from another auto repair shop. Nothing was purchased but I still had to pay over a grand to get my car back. I called Capital One & was on the phone with XXXX ( Dispute Department ) for almost 2.5 hrs. The letter stated, A second opinion on company letterhead from another merchant in the same field stating specifically what the original merchant did incorrectly, how the problem can be corrected, and what that will cost. Having another merchant say that XXXX went against my authorization to take apart my car when I changed my mind & left a message on the same day when I had dropped off my car that I didnt want my car touched at all on XX/XX/XXXX, ( phone records will be available upon request ), not even a diagnostic test. XXXX & Capital One is causing endangerment & making the situation unsafe for the other auto repair shop. XXXX has my personal information so I am already endangered. This letter from another auto repair shop will be sent back to XXXX. XXXX could go to the other auto repair shop or come after me or after the both of us. Maybe XXXX doesnt see it that way but XXXX XXXX has arrest records & complaints of her XXXX  XXXX. The problem would have been corrected when I told XXXX to give me back my car & my money but they are scammers so they are n't going to admit that they were in the wrong. There wasnt any parts installed since I didnt want my car touched at all. XXXX forged writings & checkmarks on the fake work order. They arent going to admit that they scammed me or anyone else. I think showing that my car needs to be fixed is quite obvious since I had to purchase a new car and have it financed under Capital One Auto Finance. I had my XXXX towed to XXXX XXXX XXXX XXXX located on XXXX XXXX in XXXX and another auto repair shop called XXXX XXXX located on XXXX XXXX in XXXX XXXX. XXXX from XXXX XXXX XXXX XXXX said that they need to disassemble my car because there is a problem internally with my transmission and he priced me at {$290.00}. The roundtrip of his towing was {$75.00} charged onto my Capital One card. XXXX from XXXX XXXX said that I need a new transmission and didnt recommend it because of the miles and etc. The roundtrip of his towing was {$100.00}. Both auto repair shops diagnostic tests were free. I told them both that I didnt wish to get my car fixed because it is out of my budget. Then I had to buy a new car. Please assist me with this matter or appoint me to the rightful person. Now XXXX has responded back to my dispute but they have lots of discrepancies under my dispute like who is XXXX XXXX? XXXX XXXX? Other amounts of money being charged. There wasnt any purchase of service so thats is a lie because I called at XXXX on XX/XX/XXXX & clearly stated, do not touch my car at all, I dont want a diagnostic test done on my car & I will be there tomorrow, XX/XX/XXXX to pick up my car, and XXXX ( mechanic ) told me that he didnt start working on my car until he walked in on Thursday, XX/XX/XXXX at XXXX XXXX and XXXX told me that XXXX started working on my car on XX/XX/XXXX at XXXX XXXX. Stories do not match. I didnt authorize my car to be taken apart at all and with no written estimate. It was never discussed to me that my car had an internal problem and thats a lie again. So XXXX XXXX or XXXX XXXX is lying again. At this point, XXXX should also pay for my car rentals because my car was working when I handed over my car keys to XXXX & when my car was returned to me, I only drove it once & it broke down. XXXX owes me {$110.00} ( XXXX ) and {$670.00} ( XXXX ). Capital One didnt bother to care to read the dispute information that was provided from XXXX ( XXXX ). There are a lot of discrepancies and falsified information under my dispute. XXXX lied and she is adding other customers information onto my dispute. Again, I was threatened by the Levines of XXXX that if I didnt pay the {$1000.00} & sign the fake work order form that I would never see my car again & I had called & left a message on Alltechs answering machine within 4-5 hours from drop-off time to call to not touch my car at all. First, Capital One wanted a letter stating what had happened between XXXX and me. Then, one rep said that the letter will be sent to XXXX and they will definitely have to return my money. Another rep said that the letter will be sent to XXXX and XXXX. Now the story has changed that the letter will only be sent to XXXX. Also, I have received many different letters from Capital One about the 3 disputes of XXXX. Even XXXX has discrepancies and errors on my dispute that are n't true and they are irrelevant. For Capital One being a multi- XXXX revenue company, I guess I am not worth anything in this company. On Thursday, XX/XX/XXXX, I spoke to XXXX at Capital One 's Dispute Department and her attitude was " Oh well, you can not give us what we want, then I am going to close this dispute. '' This is extremely unprofessional and rude. Capital One presents a " I do n't care or whatever attitude. '' There is no need to get a second opinion, for what? I left a message within the timeframe of my drop-off time saying that I did n't want my car diagnosed at all and that I was going to pick it up on Thursday, XX/XX/XXXX. I asked for a copy of the work order & XXXX did n't give me one at the time of drop-off. On Thursday, XX/XX/XXXX, I called at XXXX XXXX when XXXX opens & left another voicemail. I was n't able to reach someone live until XXXX XXXX & I had to block my number. But XXXX went against my authorization & took apart my car. XXXX are scammers & they threaten people 's lives by asking for more money because they know most customers would do anything to get their car back. XXXX aka XXXX XXXX is violent. If she can hit a XXXX woman for changing her mind to not continue services, I ca n't imagine that she would n't be XXXX with me. She was already verbally abusive with me on the phone in the morning of XX/XX/XXXX. I do n't think it is rational for a well known credit card company to put another auto repair shop endanger because I am already endanger & I do n't want to be held liable for somebody else 's life.

Company response to consumer: Closed with explanation