Point S Tire Factory

Mr [redacted] came in for a flat repairHis wheel lock key broke when taking it offThis happens when the key wears outOur manager had an employee try to remove the key with a breaker bar , by hand, the lock brokeWe offered to replace the lock as a good will gestureTim and Steven both talked to Mr [redacted] about thisMr [redacted] wanted to get his own lock Mr [redacted] came back with his receiptSteven asked for his keys so we could put the lock back onMr [redacted] became very disrespectful and told Steven that we were never (swear words) touching his truck againHe just wanted his money for the lockSteven informed him that we could cut him a check on Monday (when the bookkeeper was in)Mr [redacted] proceeded to continued swearing at Steven and Tim at which point they asked him to leaveAt that point he swore one last time at Steven and at Tim as he leftHe also informed Steven and Tim that he was going to let everyone know about this and what a joke they were Wheel studs, Wheel locks and keys are all wearable items Thank you, [redacted]

On the day that Mrs. [redacted] purchased her new tires it was discovered that the center cap on her Center Line wheels was worn out and deformed. The center cap would not stay in the wheel because of this. Steven explained to Mrs. [redacted] that we could not put her center cap back in as it would... fall out. He explained to her that she would need to get a new “O” ring to [redacted] fix this problem. We unfortunately do not carry center cap “O” rings. Steven handed Mrs. [redacted] the center cap. When Mr. [redacted] came in and talked to Steven, Steven explained that the “O”ring on his center cap was worn out and could not be placed back in the wheel without a new “O”ring. Mr. [redacted] then called and spoke to the owner who explained that it is our policy if a center cap cannot safely stay on a car we will inform the customer and give them the center cap. The owner did agree to pay for $11.00 (half the cost) of a new center cap as Mr. and Mrs. [redacted] were new customers.

Mr. [redacted] came in for a flat repair. His wheel lock key broke when taking it off. This happens when the key wears out. Our manager had an employee try to remove the key with a breaker bar , by hand, the lock broke. We offered to replace the lock as a good will gesture. Tim and Steven both talked to...

Mr. [redacted] about this. Mr [redacted] wanted to get his own lock.
 Mr. [redacted] came back with his receipt. Steven asked for his keys so we could put the lock back on. Mr. [redacted] became very disrespectful and told Steven that we were never (swear words) touching his truck again. He just wanted his money for the lock. Steven informed him that we could cut him a check on Monday (when the bookkeeper was in). Mr. [redacted] proceeded to continued swearing at Steven and Tim  at which point they asked him to leave. At that point he swore one last time at Steven and at Tim as he left. He also informed Steven and Tim that he was going to let everyone know about this and what a joke they were. 
Wheel studs, Wheel locks and keys are all wearable items.
Thank you,
[redacted]

On the day that Mrs. [redacted] purchased her new tires it was discovered that the center cap on her Center Line wheels was worn out and deformed. The center cap would not stay in the wheel because of this. Steven explained to Mrs. [redacted] that we could not put her center cap back in as it would...

fall out. He explained to her that she would need to get a new “O” ring to [redacted] fix this problem. We unfortunately do not carry center cap “O” rings. Steven handed Mrs. [redacted] the center cap. When Mr. [redacted] came in and talked to Steven, Steven explained that the “O”ring on his center cap was worn out and could not be placed back in the wheel without a new “O”ring. Mr. [redacted] then called and spoke to the owner who explained that it is our policy if a center cap cannot safely stay on a car we will inform the customer and give them the center cap. The owner did agree to pay for $11.00 (half the cost) of a new center cap as Mr. and Mrs. [redacted] were new customers.

Complaint: [redacted]I am rejecting this response because:The first statement is " the wheel lock broke when taking it off". They used an impact wrench to remove the lug with the key,which they denied even though I stood there and saw them use it and the lug broke. They then put the wheel lock on a breaker bar to remove the broken lug, the key was not able to grip the lug because the lug had a chunk broke off so the key ended up breaking as well. The service tech. at [redacted] noticed the key had been damaged and asked me "they used an impact wrench on this key, you can tell by the chattered look inside the key". "Steven  asked for his keys so we could put the lock back on". His idea for removing the broken lug was to chisel it off, I was not comfortable with this as I know there is a tool designed for this, which STF obviously did not have so no, I was not going to allow them to do that. I told Tim that I just wanted my money back ,as promised. Then I started to get the "run around". THAT is when I started to get upset, was told to leave, THAT is when I started cursing.And yes,I did say I was going to spread the word about their incompetence. [redacted] spent 2 hours with the right tool to remove the broken lug and only charged me $10.00. I recipricated rudeness with them, they were very dissrespectful towards me and they knew they messed up which is what put them on the defense right off.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: They as a business should fix the problem they created! My wheels were not in any kind of bad shape until they left that shop. They broke them they should fix them. It is not my responsibility to fix they're mistakes! They were rude and wrong treating people like this.Sincerely,[redacted]