Exxon review: abusive service manager/botched air conditioner repair

Everton G. Dawkins, MBA
Tel: [protected]

July 7, 2019

Exxon Mobil Inc.

Dear Sir/Madam,

Abusive Service Manager/Botched Air Condition Repair

On Saturday July 1, 2019, I took my car to Rockaway Car Care, located at the Mobil gas station at 113-21 Rockaway Boulevard, South Ozone Park, NY 11420. I pointed out to the service manager, Narinder S. that the air condition only worked for about half an hour at the start of each day's use and then did not work after that. Narinder indicates that he did a diagnostic test costing me $141.52 and said the air conditioning compressor was no good and needed to be replaced.
On Monday July 1, 2019, I took the car back to Narinder after receiving authorization from my car warranty company to do the repair. He complained that he did not like my "insurance" company or the "insurance process" in general as they did not pay enough. In this particular case they had not approved purchase of the compressor that Narinder requested, but had approved a compressor several hundred dollars less expensive from AutoZone. I purchased the approved compressor from AutoZone, as instructed by my car warranty company, gave it to Narinder and left the car and the keys with him on the evening of July 1. He called me the following day and said that he installed the compressor and that it did not work. I questioned him about the possibility that the installation may have been faulty or maybe the original diagnosis incorrect. He became quite irate at these questions and shouted, screamed, hurled abuses and threats at me over the phone. He indicated that he would not be giving me back my car until I paid him the entire amount agreed, whether the air conditioning worked or not. He then rudely hung up the phone on me while I was in mid sentence. I called my car warranty company to obtain advice. I then called Narinder the following morning (July 3, 2019) to tell him that the car warranty company had agreed to pay him the agreed amount (342.95) for labor, in spite of the fact that the job was unsuccessful. All he had to do was fill out the payment voucher that they had faxed to him, return it to them, and he would have received payment electronically that same day (July 3, 2019.) He bluntly refused and said he wanted payment directly from me. I was puzzled. The warranty company assured him of payment but he refused, and instead insisted that he wanted payment from me?! I told him that I found it strange that he was refusing payment from the warranty company (he had spoken with them on the phone and they had guaranteed his payment.) He then became loud, abusive and nasty once again, and rudely hung up the phone on me again. Again I was puzzled as to why he became irate and nasty. I concluded that he was simply nursing a bruised ego at having been overruled by the warranty company about what compressor to get. I had obligations to my two young children that same afternoon and needed my car. I called the police to inform them of Narinder's threatening behavior, at about 4 pm July 3, 2019. The police dispatcher asked for the name of the business, the address, the name of the person threatening me and withholding my car (I told them Narinder), a description, of him, what he was wearing (I told them a blue Mobil mechanic suit), and other questions. They agreed to send police to the scene to meet me there and help me get back my car. I arrived at the scene before the police did. I went to the cashier when I got there, asked for the bill, paid with a credit card, got my keys and drove way quietly before Narinder could know I had visited. I was fearful and did not wish to have to deal with him and was relived when I was able to collect my car without Narinder knowing, and without incident. I called back the police and told them I had got my car. The episode left a bitter taste in my mouth. I had paid for diagnosis as well as the amount required to have a working air conditioner, but had obtained nothing but abuse in return. This Narinder is not fit to be dealing with the public. I had been servicing my car at that facility for the past 11 years since 2008, long before Narinder started working there, and had never had this sort of nightmare experience before. The previous manager was always courteous and respectful of his customers. I believe I should have a working air conditioning system in my car, and call upon the leadership of Exxon Mobil to deal firmly with this problem.

Everton Dawkins, MBA
Email: [protected]@msn.com
[protected] (home)
[protected] (cell)