ALASKA TIRE SERVICE, INC W DIMOND BLVD ANCHORAGE AK (907)562-Phone (907)336-Fax May 4, To Whom It May Concern: This is our Facebook conversation: [redacted] ***: “Horrible service !!!!! Never coming back After getting my winter tires changed over the next day found out they didn't inspect all my summer tires and come to find out there was a nail in one of the tires and when I called to tell them what happend and they acted like it was my fault that I did it to my car !!!! After arguing with them the manager yelled at me and put me on her black list Ooooh im so scared They should hire more Better worker that can do the job right !!!!” My response: I have an incident reported of a customer that was quite a firecracker at our store on 88th this morningI am guessing that was youIt sounded like things did not go wellI was informed the customer was extremely unhappy and unpleasantI understand there was a nail in a tire and I realize that can be quite frustratingI was told the customer came into the shop for a flat repairA nail was locatedIt was a small nail and it was not located yesterday during a tire change overNormally it is not that emotional of an issueTypically, the repair gets performed, the customer pays for the service, and then we all continue business as usualThis was not the case todayToday our manager listened to the complaint, did not charge for the repair, and ultimately after listening to harsh language and racial attacks decided that it was in Alaska Tire Service's best interested to make a notation on this customer’s card for any future interactionsI personally feel that we have an amazing staff and I am sorry you had a bad experience [redacted] ***: “ I don't think you did they were completely awful that day I came in and didn't bother to care that they messed up on my tire there was side talk about me while I was waiting and even the gentleman that did my patch called me a [redacted] when I came in to get my car So if you think it's ok that your employees did what was in there best interest for your company then I'm sorry your wrong !!! You can contact me at [redacted] I'm not happy with what happened nor sorry for any of my actions I have contacted the Revdex.com and notified them .” My response: I completely understand there are always several sides to any storyI heard yours via Facebook, our manager's because she was completely shocked at how she was treated, the other employees that were present in the office at the time and a reaction from another customerI would absolutely discuss any other details with you but I felt I had a fairly clear understanding of the morning and responded to your side of the experience on your reviewIf you would like me to call you let me know She did not mention when she was having her tires changed this spring that any of them were causing her problems last fallWe did not see a nail when we did the changeoverIt may or may not have been in the tire at that timeShe may have picked it up after she drove the miles in between her visits with usShe was not charged for the flat repairShe was quite a handful for our staff as witnessed by other employees and another customerWe were asked to mount and balance her summer tires and we did that serviceI do not feel that we owe her a refund and I believe our staff handled the situation appropriately Tammy S [redacted] Vice President
I saw the invoice where you had an issue with the rear quarter panel and I talked with our general manager about it. We've never had an issue like your complaint before and I was definitely concerned. The video was convincing that we did not damage your vehicle. I was told you watched the video...
along with our shop foreman and you agreed you could not see where any scratches could have occurred to your vehicle while it was in our shop. We do take responsibility for items we damage but there was no support that we scratched your vehicle. We are absolutely sorry your vehicle is scratched but we do not feel we are responsible for the scratches.
ALASKA TIRE SERVICE, INC
1820 W DIMOND BLVD
ANCHORAGE AK 99515
(907)562-6288 Phone (907)336-6288 Fax
May 4, 2016
To Whom It May Concern:
This is our Facebook conversation:
[redacted]:
“Horrible service !!!!! Never coming back . After getting my winter tires changed...
over the next day found out they didn't inspect all my summer tires and come to find out there was a nail in one of the tires and when I called to tell them what happend and they acted like it was my fault that I did it to my car !!!! After arguing with them the manager yelled at me and put me on her black list ...... Ooooh im so scared . They should hire more Better worker that can do the job right !!!!”
My response:
I have an incident reported of a customer that was quite a firecracker at our store on 88th this morning. I am guessing that was you. It sounded like things did not go well. I was informed the customer was extremely unhappy and unpleasant. I understand there was a nail in a tire and I realize that can be quite frustrating. I was told the customer came into the shop for a flat repair. A nail was located. It was a small nail and it was not located yesterday during a tire change over. Normally it is not that emotional of an issue. Typically, the repair gets performed, the customer pays for the service, and then we all continue business as usual. This was not the case today. Today our manager listened to the complaint, did not charge for the repair, and ultimately after listening to harsh language and racial attacks decided that it was in Alaska Tire Service's best interested to make a notation on this customer’s card for any future interactions. I personally feel that we have an amazing staff and I am sorry you had a bad experience.
[redacted]:
“ I don't think you did they were completely awful that day I came in and didn't bother to care that they messed up on my tire there was side talk about me while I was waiting and even the gentleman that did my patch called me a [redacted] when I came in to get my car . So if you think it's ok that your employees did what was in there best interest for your company then I'm sorry your wrong !!! You can contact me at [redacted] . I'm not happy with what happened nor sorry for any of my actions I have contacted the Revdex.com and notified them .”
My response:
I completely understand there are always several sides to any story. I heard yours via Facebook, our manager's because she was completely shocked at how she was treated, the other employees that were present in the office at the time and a reaction from another customer. I would absolutely discuss any other details with you but I felt I had a fairly clear understanding of the morning and responded to your side of the experience on your review. If you would like me to call you let me know.
She did not mention when she was having her tires changed this spring that any of them were causing her problems last fall. We did not see a nail when we did the changeover. It may or may not have been in the tire at that time. She may have picked it up after she drove the 35 miles in between her visits with us. She was not charged for the flat repair. She was quite a handful for our staff as witnessed by other employees and another customer. We were asked to mount and balance her summer tires and we did that service. I do not feel that we owe her a refund and I believe our staff handled the situation appropriately.
ALASKA TIRE SERVICE, INC W DIMOND BLVD ANCHORAGE AK (907)562-Phone (907)336-Fax May 4, To Whom It May Concern: This is our Facebook conversation: [redacted] ***: “Horrible service !!!!! Never coming back After getting my winter tires changed over the next day found out they didn't inspect all my summer tires and come to find out there was a nail in one of the tires and when I called to tell them what happend and they acted like it was my fault that I did it to my car !!!! After arguing with them the manager yelled at me and put me on her black list Ooooh im so scared They should hire more Better worker that can do the job right !!!!” My response: I have an incident reported of a customer that was quite a firecracker at our store on 88th this morningI am guessing that was youIt sounded like things did not go wellI was informed the customer was extremely unhappy and unpleasantI understand there was a nail in a tire and I realize that can be quite frustratingI was told the customer came into the shop for a flat repairA nail was locatedIt was a small nail and it was not located yesterday during a tire change overNormally it is not that emotional of an issueTypically, the repair gets performed, the customer pays for the service, and then we all continue business as usualThis was not the case todayToday our manager listened to the complaint, did not charge for the repair, and ultimately after listening to harsh language and racial attacks decided that it was in Alaska Tire Service's best interested to make a notation on this customer’s card for any future interactionsI personally feel that we have an amazing staff and I am sorry you had a bad experience [redacted] ***: “ I don't think you did they were completely awful that day I came in and didn't bother to care that they messed up on my tire there was side talk about me while I was waiting and even the gentleman that did my patch called me a [redacted] when I came in to get my car So if you think it's ok that your employees did what was in there best interest for your company then I'm sorry your wrong !!! You can contact me at [redacted] I'm not happy with what happened nor sorry for any of my actions I have contacted the Revdex.com and notified them .” My response: I completely understand there are always several sides to any storyI heard yours via Facebook, our manager's because she was completely shocked at how she was treated, the other employees that were present in the office at the time and a reaction from another customerI would absolutely discuss any other details with you but I felt I had a fairly clear understanding of the morning and responded to your side of the experience on your reviewIf you would like me to call you let me know She did not mention when she was having her tires changed this spring that any of them were causing her problems last fallWe did not see a nail when we did the changeoverIt may or may not have been in the tire at that timeShe may have picked it up after she drove the miles in between her visits with usShe was not charged for the flat repairShe was quite a handful for our staff as witnessed by other employees and another customerWe were asked to mount and balance her summer tires and we did that serviceI do not feel that we owe her a refund and I believe our staff handled the situation appropriately Tammy S [redacted] Vice President
I saw the invoice where you had an issue with the rear quarter panel and I talked with our general manager about it. We've never had an issue like your complaint before and I was definitely concerned. The video was convincing that we did not damage your vehicle. I was told you watched the video...
along with our shop foreman and you agreed you could not see where any scratches could have occurred to your vehicle while it was in our shop. We do take responsibility for items we damage but there was no support that we scratched your vehicle. We are absolutely sorry your vehicle is scratched but we do not feel we are responsible for the scratches.
ALASKA TIRE SERVICE, INC
1820 W DIMOND BLVD
ANCHORAGE AK 99515
(907)562-6288 Phone (907)336-6288 Fax
May 4, 2016
To Whom It May Concern:
This is our Facebook conversation:
[redacted]:
“Horrible service !!!!! Never coming back . After getting my winter tires changed...
over the next day found out they didn't inspect all my summer tires and come to find out there was a nail in one of the tires and when I called to tell them what happend and they acted like it was my fault that I did it to my car !!!! After arguing with them the manager yelled at me and put me on her black list ...... Ooooh im so scared . They should hire more Better worker that can do the job right !!!!”
My response:
I have an incident reported of a customer that was quite a firecracker at our store on 88th this morning. I am guessing that was you. It sounded like things did not go well. I was informed the customer was extremely unhappy and unpleasant. I understand there was a nail in a tire and I realize that can be quite frustrating. I was told the customer came into the shop for a flat repair. A nail was located. It was a small nail and it was not located yesterday during a tire change over. Normally it is not that emotional of an issue. Typically, the repair gets performed, the customer pays for the service, and then we all continue business as usual. This was not the case today. Today our manager listened to the complaint, did not charge for the repair, and ultimately after listening to harsh language and racial attacks decided that it was in Alaska Tire Service's best interested to make a notation on this customer’s card for any future interactions. I personally feel that we have an amazing staff and I am sorry you had a bad experience.
[redacted]:
“ I don't think you did they were completely awful that day I came in and didn't bother to care that they messed up on my tire there was side talk about me while I was waiting and even the gentleman that did my patch called me a [redacted] when I came in to get my car . So if you think it's ok that your employees did what was in there best interest for your company then I'm sorry your wrong !!! You can contact me at [redacted] . I'm not happy with what happened nor sorry for any of my actions I have contacted the Revdex.com and notified them .”
My response:
I completely understand there are always several sides to any story. I heard yours via Facebook, our manager's because she was completely shocked at how she was treated, the other employees that were present in the office at the time and a reaction from another customer. I would absolutely discuss any other details with you but I felt I had a fairly clear understanding of the morning and responded to your side of the experience on your review. If you would like me to call you let me know.
She did not mention when she was having her tires changed this spring that any of them were causing her problems last fall. We did not see a nail when we did the changeover. It may or may not have been in the tire at that time. She may have picked it up after she drove the 35 miles in between her visits with us. She was not charged for the flat repair. She was quite a handful for our staff as witnessed by other employees and another customer. We were asked to mount and balance her summer tires and we did that service. I do not feel that we owe her a refund and I believe our staff handled the situation appropriately.
Tammy S[redacted]
Vice President