Affordable Tire & Brake II

RE: [redacted] My name is Allen B***, and I am the general manager for Affordable Tire & Brake II, DBA Point S Affordable Tire & ServiceMr [redacted] also submitted a complaint to the Attorney General of WashingtonI will use my response from that case in this complaint.Mr [redacted] brought in his Honda Civic on Monday, October 17th to our location at [redacted] *for a wheel alignmentIt is our policy to inspect the steering and suspension components before a wheel alignment is performedIt is necessary for the wheels to remain on the vehicle during this process so we can properly determine if steering or suspension components are looseIf any of these components are found to be worn to the point that free play or excessive movement results, it would not be in either the customer's nor our best interest to align the vehicleLoose parts will cause the alignment measurements to return their previous form, rendering the alignment improper until the worn parts are replacedThis inspection was performed on an alignment rack, in which the use of rolling jacks allow us the lift the suspension to properly inspect these components with the wheels remaining on the vehicle in their original stateUpon the alignment inspection of Mr [redacted] 's vehicle, we found the steering rack and pinion to have excessive side to side movement, and to be leaking power steering fluidWe also found the passenger side front wheel bearing to have excessive movementThis again has to be performed with the wheels bolted on the vehicleThe technician also noticed the passenger side front drive axle boot tornContrary to what Mr [redacted] states, our service advisor, Lincoln Leavell, did not state the drive axle repair would have any effect whatsoever on the separate alignment related repairsThis was only a noticed recommendationThe service advisor affirmed that the steering rack/pinion and wheel bearing repair at minimum could be performed to align the vehicle properly.After the inspection was completed, the service advisor communicated the recommended repairs to Mr [redacted] , in which he then declined the repairsWe charge $if the vehicle can be aligned, and $for a suspension inspection if the vehicle is unable to be aligned and the customer declines repairsThe customer was upset with the inspection charge, so our service advisor removed the charge from the invoiceMr [redacted] then drove off the propertyWe had no reason to remove or loosen ANY of the lug nuts or wheels from Mr [redacted] 's vehicleFor this inspection we need to have the wheels on the vehicleNone of the recommended items required or needed the wheels to be off the car to notice the recommended repairsWe have no reason to take off the wheels to perform additional inspections due to the lack of authorization needed to proceed on repairs needed for Mr [redacted] 's concernThe store manager and myself interviewed both the technician involved and an employee witness to confirm what was also stated aboveI can assure with great confidence we had no responsibility with the wheel coming loose on Mr [redacted] 's vehicleAs the repair shop that recently looked the vehicle, we felt it was our responsibility to get Mr [redacted] 's Honda in a safe condition in which he could drive itWe explained to the customer we could not accept responsibility for the wheel coming off, but would gladly repair any minor damage that resulted in the wheel coming looseOur business has a great reputation both online and within the neighborhoodIf our shop is at fault in any situation, we hold ourselves responsible and always take care of the customerWe hold customer's safety as our number one priorityI feel that we have gone above and beyond in this situation, as most shops would have towed the car the day it was left on the lotWe do however, understand the mistrust and negative feelings that the customer has toward usI would feel the same in his situationThat is why we do as much as we can for any customer, regardless of the situation-- Thanks,Allen B***General ManagerPoint S Affordable Tire & ServicePhone: ( [redacted] Fax: [redacted]

Complaint: ***I am rejecting this response because:
The complaint has not been resolved.Sincerely,*** ***

RE: [redacted]My name is Allen B[redacted], and I am the general manager for Affordable Tire & Brake II, DBA Point S Affordable Tire & Service. Mr. [redacted] also submitted a complaint to the Attorney General of Washington. I will use my response from that case in this complaint.Mr. [redacted] brought...

in his 1995 Honda Civic on Monday, October 17th to our location at [redacted]. for a wheel alignment. It is our policy to inspect the steering and suspension components before a wheel alignment is performed. It is necessary for the wheels to remain on the vehicle during this process so we can properly determine if steering or suspension components are loose. If any of these components are found to be worn to the point that free play or excessive movement results, it would not be in either the customer's nor our best interest to align the vehicle. Loose parts will cause the alignment measurements to return their previous form, rendering the alignment improper until the worn parts are replaced. This inspection was performed on an alignment rack, in which the use of rolling jacks allow us the lift the suspension to properly inspect these components with the wheels remaining on the vehicle in their original state. Upon the alignment inspection of Mr. [redacted]'s vehicle, we found the steering rack and pinion to have excessive side to side movement, and to be leaking power steering fluid. We also found the passenger side front wheel bearing to have excessive movement. This again has to be performed with the wheels bolted on the vehicle. The technician also noticed the passenger side front drive axle boot torn. Contrary to what Mr. [redacted] states, our service advisor, Lincoln Leavell, did not state the drive axle repair would have any effect whatsoever on the separate alignment related repairs. This was only a noticed recommendation. The service advisor affirmed that the steering rack/pinion and wheel bearing repair at minimum could be performed to align the vehicle properly.After the inspection was completed, the service advisor communicated the recommended repairs to Mr. [redacted], in which he then declined the repairs. We charge $89.95 if the vehicle can be aligned, and $49.90 for a suspension inspection if the vehicle is unable to be aligned and the customer declines repairs. The customer was upset with the inspection charge, so our service advisor removed the charge from the invoice. Mr. [redacted] then drove off the property. We had no reason to remove or loosen ANY of the lug nuts or wheels from Mr. [redacted]'s vehicle. For this inspection we need to have the wheels on the vehicle. None of the recommended items required or needed the wheels to be off the car to notice the recommended repairs. We have no reason to take off the wheels to perform additional inspections due to the lack of authorization needed to proceed on repairs needed for Mr. [redacted]'s concern. The store manager and myself interviewed both the technician involved and an employee witness to confirm what was also stated above. I can assure with great confidence we had no responsibility with the wheel coming loose on Mr. [redacted]'s vehicle. As the repair shop that recently looked the vehicle, we felt it was our responsibility to get Mr. [redacted]'s Honda in a safe condition in which he could drive it. We explained to the customer we could not accept responsibility for the wheel coming off, but would gladly repair any minor damage that resulted in the wheel coming loose. Our business has a great reputation both online and within the neighborhood. If our shop is at fault in any situation, we hold ourselves responsible and always take care of the customer. We hold customer's safety as our number one priority. I feel that we have gone above and beyond in this situation, as most shops would have towed the car the day it was left on the lot. We do however, understand the mistrust and negative feelings that the customer has toward us. I would feel the same in his situation. That is why we do as much as we can for any customer, regardless of the situation. -- Thanks,Allen B[redacted]General ManagerPoint S Affordable Tire & ServicePhone: ([redacted]Fax: [redacted]