Initial Business Response /* (1000, 5, 2016/10/12) */
It's always disappointing to hear that a customer is unhappy with their experienceWe strive to exceed every one of our customer's expectationsIn this case the customer felt as though damage was done to his wheels due to dismounting of the
tiresThe machine used for this process doesn't touch the outside of the wheelsThe owner of JBC did exam the wheels and could not see any recent damage done, and nor was any made clear to himThere was minor scratches that were preexisting signified by rustPhotos of the wheels were taken and will be included in this responseThe customer is welcome to bring the vehicle back and show us what exactly he is referring to as being damage
Initial Consumer Rebuttal /* (3000, 8, 2016/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have in writing on their work order from the tech that the damage to the wheels was done there on thir machine due to improper dismounting procudures and the owner was the person who physically caused the damage and his tech told him he was doing it wrong and he told him that he didnt know what he was talking about and *** the owner told me I was just looking for something free when I went back up there to see what he was going to do to fix the problem and told me to leave and not come back
Final Business Response /* (4000, 11, 2016/10/14) */
Could you please tell us which wheel(s) is/are damaged, a detailed description of the damage(s), and a photo of the damage(s)? Thank you
Final Consumer Response /* (4200, 13, 2016/10/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the LR,RR,AND RF WHEELS WERE DAMAGED (BENT)AND GOUGED BY IMPROPER DISMOUNTING PROCEDURES
Initial Business Response /* (1000, 5, 2017/03/15) */
This is certainly an unfortunate situation, and we apologize for the miscommunicationWe know how important credit scores are and value your concernYour experience will be used as a training opportunity in the future providing a clearer
communication process for offering a customer credit account
We have contacted Citi Bank and have confirmed you were able to get the account closedAnd are now in the process of working with Citi Bank to get the activity removed from the Credit Bureau
***, owner of JBC, has been in contact with you via phone; please feel free to call him at XXX-XXX-XXXX for updates or questions throughout the process of getting a resolution
Initial Business Response /* (1000, 17, 2015/12/15) */
It is disappointing when a customer leaves and feels they did not have their expectations met nor does it reflect the high standards that we set. While we never like to read that one of our customers had a poor experience, we are always...
grateful for the feedback so that we may address the issues with our managers. In this particular case we had requested that the owner of the vehicle contact the owner of JBC and have yet to hear from them. The damage was not directly related to the work being done, and it is our position that the damage was not done by any JBC employee; however an offer to the owner's assistant was made to pay for half of the damage. The damage described in this case does not match the damage initially reported to us by the owner's assistant; therefore, clarification on the actual damage would need to be presented. Again, request were made to talk to the actual owner of the vehicle in order to work out a fair resolution, and JBC has yet to speak to the actual owner of the vehicle. We would encourage [redacted] to contact the owner of JBC Tire and Service Centers to get the issue resolved; [redacted]: XXX-XXX-XXXX.
Initial Business Response /* (1000, 5, 2016/06/08) */
These types of circumstances are unfortunate. Work done to the vehicle was approved and signed off on by customer. Repairs done to vehicle were necessary in order to determine the root cause and would have needed to be fixed regardless....
Understanding the customer's frustration, the second sensor repair was done for the customer at no charge. And the offer for a refund in the form of in-store credit is still available. The vehicle left shifting better than when it came in. But final determination is it will need a rebuilt transmission. The work done was necessary in order to come to this conclusion. Not sure what the issue with not getting engine codes was, but the codes were with customer's paperwork as follows:
1st Trans Code: PO715 Input Speed Sensor
PCM: PO126 Engine Coolant Stable Temp Not Obtained
2nd Trans Code: PO791 Intermediate Shaft Speed Sensor A Circuit
Initial Business Response /* (1000, 5, 2016/10/21) */
We are sorry you felt like you were being taken advantage of. JBC stores are Motor Assurance Program Certified, which requires specific procedures to be followed to prevent customers from being sold dishonestly. We will be sure to look over the...
quote that was presented to you and investigate whether there was anything done that was not protocol.
In regards to your alignment, if the vehicle is still out of alignment our work is covered by a nationwide warranty plan. We would be glad to run an alignment check and see would the computer report reads. Just bring the vehicle in at your convenience and ask for another alignment check.
Initial Consumer Rebuttal /* (3000, 7, 2016/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not be returning to their store. I do not believe their position. You may close this file. Thank you.
I have spoken to this person many many time and aggred to work with her and her daughter on getting the suv repaired if it is something we did that damaged the vehicle.we took another repair facility ( one that they requested we use) and they told us that it was the transfer case that was bad...
.We replaced it and it did not repair the vehicle she suggested to take it to the dealer to have looked at.She also took the vehicle and and not paid for the two tires that we put on it,I havent heard from her or her daughter in a while.They have my number [redacted] [redacted]
Initial Business Response /* (1000, 5, 2017/06/05) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
It is our understanding that the customer was shown the old wiper blades by the inspector before the work was done. Manager does not remember...
the customer asking for the old wiper blades or we would have gone through the trash to retrieve them.
Initial Business Response /* (1000, 5, 2016/10/12) */
It's always disappointing to hear that a customer is unhappy with their experienceWe strive to exceed every one of our customer's expectationsIn this case the customer felt as though damage was done to his wheels due to dismounting of the
tiresThe machine used for this process doesn't touch the outside of the wheelsThe owner of JBC did exam the wheels and could not see any recent damage done, and nor was any made clear to himThere was minor scratches that were preexisting signified by rustPhotos of the wheels were taken and will be included in this responseThe customer is welcome to bring the vehicle back and show us what exactly he is referring to as being damage
Initial Consumer Rebuttal /* (3000, 8, 2016/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have in writing on their work order from the tech that the damage to the wheels was done there on thir machine due to improper dismounting procudures and the owner was the person who physically caused the damage and his tech told him he was doing it wrong and he told him that he didnt know what he was talking about and *** the owner told me I was just looking for something free when I went back up there to see what he was going to do to fix the problem and told me to leave and not come back
Final Business Response /* (4000, 11, 2016/10/14) */
Could you please tell us which wheel(s) is/are damaged, a detailed description of the damage(s), and a photo of the damage(s)? Thank you
Final Consumer Response /* (4200, 13, 2016/10/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the LR,RR,AND RF WHEELS WERE DAMAGED (BENT)AND GOUGED BY IMPROPER DISMOUNTING PROCEDURES
Initial Business Response /* (1000, 5, 2017/03/15) */
This is certainly an unfortunate situation, and we apologize for the miscommunicationWe know how important credit scores are and value your concernYour experience will be used as a training opportunity in the future providing a clearer
communication process for offering a customer credit account
We have contacted Citi Bank and have confirmed you were able to get the account closedAnd are now in the process of working with Citi Bank to get the activity removed from the Credit Bureau
***, owner of JBC, has been in contact with you via phone; please feel free to call him at XXX-XXX-XXXX for updates or questions throughout the process of getting a resolution
Initial Business Response /* (1000, 17, 2015/12/15) */
It is disappointing when a customer leaves and feels they did not have their expectations met nor does it reflect the high standards that we set. While we never like to read that one of our customers had a poor experience, we are always...
grateful for the feedback so that we may address the issues with our managers. In this particular case we had requested that the owner of the vehicle contact the owner of JBC and have yet to hear from them. The damage was not directly related to the work being done, and it is our position that the damage was not done by any JBC employee; however an offer to the owner's assistant was made to pay for half of the damage. The damage described in this case does not match the damage initially reported to us by the owner's assistant; therefore, clarification on the actual damage would need to be presented. Again, request were made to talk to the actual owner of the vehicle in order to work out a fair resolution, and JBC has yet to speak to the actual owner of the vehicle. We would encourage [redacted] to contact the owner of JBC Tire and Service Centers to get the issue resolved; [redacted]: XXX-XXX-XXXX.
You guys are a [redacted]. You do nothing to help consumers. This business are [redacted] and [redacted], but you call the case closed. Sad.
Initial Business Response /* (1000, 5, 2016/06/08) */
These types of circumstances are unfortunate. Work done to the vehicle was approved and signed off on by customer. Repairs done to vehicle were necessary in order to determine the root cause and would have needed to be fixed regardless....
Understanding the customer's frustration, the second sensor repair was done for the customer at no charge. And the offer for a refund in the form of in-store credit is still available. The vehicle left shifting better than when it came in. But final determination is it will need a rebuilt transmission. The work done was necessary in order to come to this conclusion. Not sure what the issue with not getting engine codes was, but the codes were with customer's paperwork as follows:
1st Trans Code: PO715 Input Speed Sensor
PCM: PO126 Engine Coolant Stable Temp Not Obtained
2nd Trans Code: PO791 Intermediate Shaft Speed Sensor A Circuit
Final Consumer Response /* (2000, 7, 2017/02/22) */
Since this issue has been corrected, please remove my request for any further action please.
Initial Business Response /* (1000, 5, 2016/10/21) */
We are sorry you felt like you were being taken advantage of. JBC stores are Motor Assurance Program Certified, which requires specific procedures to be followed to prevent customers from being sold dishonestly. We will be sure to look over the...
quote that was presented to you and investigate whether there was anything done that was not protocol.
In regards to your alignment, if the vehicle is still out of alignment our work is covered by a nationwide warranty plan. We would be glad to run an alignment check and see would the computer report reads. Just bring the vehicle in at your convenience and ask for another alignment check.
Initial Consumer Rebuttal /* (3000, 7, 2016/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not be returning to their store. I do not believe their position. You may close this file. Thank you.
I have spoken to this person many many time and aggred to work with her and her daughter on getting the suv repaired if it is something we did that damaged the vehicle.we took another repair facility ( one that they requested we use) and they told us that it was the transfer case that was bad...
.We replaced it and it did not repair the vehicle she suggested to take it to the dealer to have looked at.She also took the vehicle and and not paid for the two tires that we put on it,I havent heard from her or her daughter in a while.They have my number [redacted] [redacted]
Initial Business Response /* (1000, 5, 2017/06/05) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
It is our understanding that the customer was shown the old wiper blades by the inspector before the work was done. Manager does not remember...
the customer asking for the old wiper blades or we would have gone through the trash to retrieve them.