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Original Comment What follows are my emails to the Station Manager of the Sunoco Station located at 7640 Patterson Rd. Falls Church VA 22043. I have already contacted the BBB regarding this. I expect your company to address ths directly and pay for the replacement head lamp housing. My 1st Message: Mr. Currle, I am certain you are somewhat aware of this situation but I will briefly review. Several weeks ago I brought my vehicle in to have the passenger side head light bulb replaced, at the time it was decided to have both sides done as there was no point in just doing one. This was done quickly and efficiently and I was on my way. A week and 1/2 later I noticed the front seal was not replaced properly and the light housing was full of condensation. I brought the car back in and a tech used a screw driver to pop it back in. I asked about the condensation as was told "well I don't know what you can do about that, hopefully it will clear up." This was NOT the same person who did the initial change. I took my vehicle in to Jerry's Collision in Springfield, mainly because my passenger side door needs re-alignment but I also had them look at the light. I was told there would be no choice but to replace it because the seal was compromised the condensation build up would begin to cause the interior housing to fade and yellow. I received an estimate and returned to your station and asked for the part to be paid for, which is was an "after market" price of $174.00. I stated I only wanted the part to be paid for, I would even cover the labor. The tech who did the original change asked for the opportunity to make it right, though he admitted what the collision center told me was true in that fading was likely to occur. I gave him the opportunity anyway as a kindness to him, I thought after all perhaps he could fix it. When I came back to pick up the vehicle the headlight looked the same inside. The tech said it looked much better right after he cleaned it out but to please give it some time before taking it in. He also told me he assumed responsibility for the issue as the backside seal was not re-installed properly and would pay for the part if things did not clear up. I brought it back this morning because the issue remains. I explained I was planning on taking the car in to Jerry's Collision and have them install a new headlamp assembly while they were also fixing my door (which has nothing at all to do with your shop). The tech wanted to order the part and take care of it himself, my reply was I was fine with him ordering the part so he could avoid Jerry's mark up but I wanted them to do the work. Again I WOULD PAY FOR THE LABOR. Like all of us in this area I am extremely busy, I don't have time to drop off and pick up my car from two different locations, being in sales I am on the road often and I need my car. I feel that I have very fair here and provided MORE than enough opportunity for your station to solve this issue. Frankly this has become a much larger problem than I ever expected just to get a light bulb changed out. However, I will give your station one more chance before I take the next step and contact the Better Business Bureau. I would like you to order the replacement headlamp assembly and have it sent to Jerry's Collision Attn: Rebecca George, 6981 Industrial Rd. Springfield VA 22151. This is for a 2007 Pontiac G6 4D Sedan 4-2.4L-FI Engine. The part number on my estimate is 20821144 if that helps any. Please respond and let me know if you will address this to my satisfaction. Given the hassle this has all been I really don't think I am asking for too much here. If I do not hear from your station by this time tomorrow I will move forward with my complaint with the BBB, I would expect you would be hearing from them shortly thereafter. Thank you, Eric Curtis His Response Several Days Later: Eric, it is our policy to correct any customer complaints in house. I certainly understand your busy schedule but to warranty the replaced part the installation must be performed by my shop. If you have further questions, I can be reached at XXX-XXX-XXXX My Reply: Mr. Currle, Thank you for your response. While I understand your policy I am not asking for your station to warranty the part, only to pay for it. Whether that means your station calls in a corporate credit card to Jerry's Collision after they order the part at the price of $174, or it is purchased directly from one of your suppliers and shipped to Jerry's or myself so your station can avoid Jerry's mark-up. Either way, it's inconsequential to me as long as the issue gets resolved. In either case my concern is not the warranty of the part. My largest concern frankly is how this situation has been handled and the quality of the work so far. At this stage I am simply not confident in the capability of your techs to get the new assembly install right. Firstly, I can't even believe this situation is even happening because of a simple head light bulb change. I am by no means an expert mechanic but I imagine this is not too terribly complicated to get right. I am not trying to be insulting, we all have bad days, but the work was sloppy. Not only was the exterior rubber seal not properly handled but apparently the seal at the back of the light assembly which the tech told me caused the issue in the first place was not done correctly either. Secondly the "service" I received the second time was a different tech coming out, looking at the exterior seal exposed from the assembly and then stabbing it back in place with a flat head screw driver. Then being told by him there wasn't anything he could do about the condensation build up, maybe it would go away. MAYBE? I make my living in the customer service industry, I know for a fact if I handled a situation like that I would have hell to pay from someone. That is lazy, but more-so it is total lack of concern for a customer who clearly has a problem. I will give credit though to the tech when I came back a THIRD time because the condensation was still present. He was the one who originally changed the bulb. I explained by that time I had already gotten the assembly looked at by Jerry's and was told once the housing is compromised like that it needs to be replaced because fading will begin to occur inside of it. While he admitted this was true, he asked for a chance to try and correct it and I allowed it. After I came to pick up the car we looked at it together, despite his efforts the interior housing looked very much the same as when he started the process. He even admitted he was at fault and I have great respect for him doing so. He asked for me to please give it a week or so to see what happens, while I appreciate his trying I think we both knew it was not resolved. I gave it 10 days, there is still condensation in the housing and I already notice a fading effect inside light. At this stage I am sure you will agree I have thus far followed your stations policy to handle customer complaints "in house". I provided ample opportunity for this to be addressed on three separate occasions and it simply has not been fixed. As the saying goes, "three strikes and you're out". I need to move on, I no longer have the confidence to allow you to do the work. After what I have already been through as a consumer that is my right, I am now protecting my property. I am sure the BBB and Sunoco's Corporate Headquarters will agree. As I said, my career is based on providing the very best customer service I can. There is a sign at my desk that says "The customer is ALWAYS right" and while I admit there are times that is a hard policy to live by it remains true. I have been EXTREMLY patient through all of this but that is now wearing thin. I know how to get this resolved, I've witnessed it often enough. I have already begun the process and am prepared to move further. The resolution is very simple. Jerry's Collision orders the part, your station calls in to them and pays for it. I am even paying them for the labor to fix it, I believe that is more than fair. I have not yet gotten a response from him. It has been two days since I sent this last message. I will be contacting your Corporate Offices on Monday 1/28 and will continue to address this through various social media outlets until your company pays for this replacement part.

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