Action Coach

John S[redacted], Regional Manager of the Rochester market has contacted the customer and requested more information. Customer informed John that she sent a formal letter as well as a copy of the towing bill to the Corporate Office of Dunn Tire. John informed the customer that once this information was...

received, he would contact the customer again to discuss how to proceed. Customer was okay with this plan and is awaiting the follow up call.

Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   Reply was incorrect-Dunn tire's web site did not list my vehicle (I emailed and was told it would be changed but still showed up as a Elantra). Vehicle has a indirect tire monitoring system that does not have fixed sensors.  Although I am pleased with the outcome (and hopeful for the gift card) I will continue to visit Dunn (but not the shop in East Syracuse). Waited in line for 15 minutes and then told I needed to stand in a different line. Shop needs to improve on customer service. Again, I am thankful the the Revdex.com for assisting me with my complaint with Dunn Tire.
Regards,
Craig K[redacted]

Met with the customer at a different Dunn Tire location on 1-4-16 to inspect the rear brake parts that did not pass the NYS safety inspection. upon inspection of the brake parts they did not pass a NYS safety inspection. The customer's complaint has been resolved.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We have tried to reach out to this customer twice. I have left him two messages and have not heard a response. I would like to rectify this situation as soon as possible.

I have documented the times I have called Mr. [redacted] and have not been able to reach him. He called me to set a time for this Friday, and then called back to reschedule. We are meeting at the Mattydale location on Saturday the 5th at 8am. The meeting time that he was requesting was 530pm, not 430pm. The store closes at 6 and would need more time to properly look at the vehicle.

I received the letter of complaint and the accompanying information for complaint ID [redacted] in late May of 2017. I reviewed the information provided by the customer as well as interviewed store personnel involved with the work performed and viewed the camera footage from that day. I feel that we...

conducted a thorough investigation into the concerns · of the customer and came to an appropriate resolution.On 5/26/171 personally mailed a letter the customer stating our position on the concerns as well as an explanation of our resolution: Based ,,n the information provided, I agreed to compensate the customer in the amount of $630.03: The  amount was determined by the $86.38 that the customer paid Dunn Tire for the work performed 'on the vehicle at our shop as well as the $543.65 that was paid to the other service station correcting the alleged damage. The customer requested compensation for a bent wheel, which I denied this request because the damage was unrelated to the work we performed. Based on the notations of the other. service station as well as the documentation to the customer on Dunn Tire invoice 11341577768, it was determined that this was a preexisting issue with .the vehicle. The customer also requested compensation for copies, film development and postage which was also denied because I attempted to resolve the customers concerns via phone in early May When we were first contacted. The customer insisted that they did not want to discuss it over the phone and would only send the items via certified mail. We feel that we attempted to resolve the issues without these items and the customer chose that path regardless. Check #[redacted] in the amount of$[redacted] was mailed to the customer along with the letter of explanation on 5/26/17. I have attached a copy of the correspondence e with the customer to this letter. If any further information is needed, please do not hesitate to contact me directly. I can be reached at [redacted] or via email at [redacted].

I have made contact with [redacted] and understand his issue. I have made multiple attempts to set up a time to meet him, and when I call his phone number he provided, it Is not in service. He also stated he was only in for a rotation and we went "fishing" for work. His wife brought to our attention...

prior to bringing the vehicle into the shop that she was hearing a sound and could we look at this.

At this time we are not willing to replace the wheel on the customers vehicle. The vehicle has been driven 2,900 miles since we installed the tires. The vehicle had new brake parts on the front and rear when we came out to inspect the damage.

We have resolved this complaint to the customer's satisfaction.Robert C[redacted]

I called the customer on 12-21 and left a message. I spoke to the customer on 12-23. We had refunded him the money for the extended warranty the next day after the sale was made. The customer is satisfied with the tires that he purchased the issue has been resolved.