We know it was the Windstar, we know it was McKinley store and we know that we investigated this with the AAA who towed in the vehicle.Our position has not changed...we did not cause the leak and and we mailed a gift certificate to you this morning for $as a goodwill gesture.That is the best that we will do
[redacted] Sorry if there was some type of misunderstanding.We did have the opportunity to listen to a recording of the phone call During that call you were advised that the brakes needed to be replaced and give a verbal approval for the job.Apparently, there was a lack of clarity in the fact that the rotors were going to be part of the job Sometimes the rotors can be saved...usually they wind up being replaced within the next six months after the new pads are installed Then you have an additional charge at that time.In fairness to you, I will send you a gift certificate for $for any misunderstanding we may have created and apologize for any lack of clarity on our part.***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] I was the one that made the $payment for the repair so I should have a stake in what goes on my daughter cannot afford the repair with five children plus without Her vehicle and five children it's tough at our meeting the Dunn tire technician was caught not telling the truth many times why wouldn't I be upset over an unnecessary repair
Revdex.com: 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] *** Thats fine I just want to be done with this thank you [redacted] ***
Here is an offer to meet the customer half-wayIn that we broke one stud (not two) we will split the bill If [redacted] agrees ...we will issue a check to him in the amount of $ He should respond with the mailing address that he would like the check to be sent Thanks ***
We certainly want to apologize for any misunderstanding.Our website displays an area to tab for "Out the Door" on the home page that details "Out the Door" pricing and the page opens up and details the elements of "Out the Door" pricing and clearly states that it does not include state and local
taxes Also, when you select a tire or set of tires the pricing again notes under "Total Price" that state and local taxes are not included.We appreciate your business and to help make this a better experience with Dunn Tire we will send you a gift certificate for the amount of the taxes you paid.***
Over the last few days we have made attempts to contact the customer by phone and now by email
At this ***e, there is nothing more that can be done until there is a conversation between *** *** and our Director of Retail Operations for Rochester (*** ***)
***'s phone number is
###-###-#### and his email is ***@dunntire.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I have responded to *** ***'s emailHave had no response as of yet.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***
Unfortunately there was a significant weather event that caused over foot trailers loaded with tires to be significantly delayed In most cases it took in excess of two additional weeks.While we will always do our best to supply World Class Customer Service...the conditions that resulted
from this storm certainly hampered our ability.While we can be understand the customer's frustration with the situation we cannot be held responsible for up to feet of snow delaying and disrupting our receipt of tires for weeks.We believe the claim to be unrealistic in view of the significant and record braking event that took place during this time
We apologize if you felt one of our responses "was rude". Unfortunately the original complaint was made by [redacted]...according our records he did not have a van and his business was consistently done at our Union Road store.As far as not accepting our offer...we have already sent [redacted] a gift certificate. We do not agree with claim that the damage was done by Dunn...but in good faith we still issued a gift certificate for $100 to [redacted].[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] I was the one that made the $625 payment for the repair so I should have a stake in what goes on my daughter cannot afford the repair with five children plus without Her vehicle and five children it's tough at our meeting the Dunn tire technician was caught not telling the truth many times why wouldn't I be upset over an unnecessary repair
Here is an offer to meet the customer half-way... In that we broke one stud (not two) we will split the bill.
If [redacted] agrees ...we will issue a check to him in the amount of $101.14.
He should respond with the mailing address that he would like the check to be sent.
Thanks.
[redacted]
[redacted]Sorry if there was some type of misunderstanding.We did have the opportunity to listen to a recording of the phone call. During that call you were advised that the brakes needed to be replaced and give a verbal approval for the job.Apparently, there was a lack of clarity in the fact...
that the rotors were going to be part of the job. Sometimes the rotors can be saved...usually they wind up being replaced within the next six months after the new pads are installed. Then you have an additional charge at that time.In fairness to you, I will send you a gift certificate for $100 for any misunderstanding we may have created and apologize for any lack of clarity on our part.[redacted]
We know it was the Windstar, we know it was McKinley store and we know that we investigated this with the AAA who towed in the vehicle.Our position has not changed...we did not cause the leak and and we mailed a gift certificate to you this morning for $70 as a goodwill gesture.That is the best that...
Revdex.com:
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]
Thats fine I just want to be done with this thank you
[redacted]
After an investigation with the store, here is what we have discovered.
The customer dropped his vehicle off to have 4 tires installed. This was the first time that Dunn Tire has seen this vehicle.
The vehicle is equipped with multi-piece lug nuts. The tin cover was missing on most...
of the lug nuts allowing moisture to get in and as a result the remaining lug nut had corroded on the stud.
We were unable to remove the lug nut with the impact gun or a break bar. In using the break bar our tech did break one of the lug nuts, leaving the lug seat still seized on the stud. The store manager advised the customer of what had taken place and advised him that we could fix it for him. The customer was also informed that in order to perform the job it required that we remove the brakes. The store manager also mentioned to the customer that in the process of doing this job, if there was a problem with the brakes...we would need to address that.
The customer then demanded that we pull the vehicle out and the customer left.
Based on this report from the store...yes we did have a problem...primarily due to the condition of the lug nuts that we missing a primary piece of weather protection. We also acknowledged that we did break off part of the lug...leaving the lug seat seized on the stud. We informed the customer and advised him that we would fix that for him.
The customer made the decision to leave.
[redacted] our Director of Retail Operations for Rochester is waiting for the customer to return to town on Monday with a resolution to the problem. [redacted] had sent an email regarding this the other day and apparently it was not received.
We spoke to [redacted] again this morning and he is resending an email confirming that he will be in touch on Monday.
[redacted]
We know it was the Windstar, we know it was McKinley store and we know that we investigated this with the AAA who towed in the vehicle.Our position has not changed...we did not cause the leak and and we mailed a gift certificate to you this morning for $as a goodwill gesture.That is the best that we will do
[redacted] Sorry if there was some type of misunderstanding.We did have the opportunity to listen to a recording of the phone call During that call you were advised that the brakes needed to be replaced and give a verbal approval for the job.Apparently, there was a lack of clarity in the fact that the rotors were going to be part of the job Sometimes the rotors can be saved...usually they wind up being replaced within the next six months after the new pads are installed Then you have an additional charge at that time.In fairness to you, I will send you a gift certificate for $for any misunderstanding we may have created and apologize for any lack of clarity on our part.***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] I was the one that made the $payment for the repair so I should have a stake in what goes on my daughter cannot afford the repair with five children plus without Her vehicle and five children it's tough at our meeting the Dunn tire technician was caught not telling the truth many times why wouldn't I be upset over an unnecessary repair
Revdex.com: 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] *** Thats fine I just want to be done with this thank you [redacted] ***
Here is an offer to meet the customer half-wayIn that we broke one stud (not two) we will split the bill If [redacted] agrees ...we will issue a check to him in the amount of $ He should respond with the mailing address that he would like the check to be sent Thanks ***
[redacted] has spoke with the customer and the issue is being resolved to the customer's satisfaction
We certainly want to apologize for any misunderstanding.Our website displays an area to tab for "Out the Door" on the home page that details "Out the Door" pricing and the page opens up and details the elements of "Out the Door" pricing and clearly states that it does not include state and local
taxes Also, when you select a tire or set of tires the pricing again notes under "Total Price" that state and local taxes are not included.We appreciate your business and to help make this a better experience with Dunn Tire we will send you a gift certificate for the amount of the taxes you paid.***
Over the last few days we have made attempts to contact the customer by phone and now by email
At this ***e, there is nothing more that can be done until there is a conversation between *** *** and our Director of Retail Operations for Rochester (*** ***)
***'s phone number is
###-###-#### and his email is ***@dunntire.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I have responded to *** ***'s emailHave had no response as of yet.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***
Unfortunately there was a significant weather event that caused over foot trailers loaded with tires to be significantly delayed In most cases it took in excess of two additional weeks.While we will always do our best to supply World Class Customer Service...the conditions that resulted
from this storm certainly hampered our ability.While we can be understand the customer's frustration with the situation we cannot be held responsible for up to feet of snow delaying and disrupting our receipt of tires for weeks.We believe the claim to be unrealistic in view of the significant and record braking event that took place during this time
We apologize if you felt one of our responses "was rude". Unfortunately the original complaint was made by [redacted]...according our records he did not have a van and his business was consistently done at our Union Road store.As far as not accepting our offer...we have already sent [redacted] a gift certificate. We do not agree with claim that the damage was done by Dunn...but in good faith we still issued a gift certificate for $100 to [redacted].[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] I was the one that made the $625 payment for the repair so I should have a stake in what goes on my daughter cannot afford the repair with five children plus without Her vehicle and five children it's tough at our meeting the Dunn tire technician was caught not telling the truth many times why wouldn't I be upset over an unnecessary repair
[redacted] has spoke with the customer and the issue is being resolved to the customer's satisfaction.
Here is an offer to meet the customer half-way... In that we broke one stud (not two) we will split the bill.
If [redacted] agrees ...we will issue a check to him in the amount of $101.14.
He should respond with the mailing address that he would like the check to be sent.
Thanks.
[redacted]
[redacted]Sorry if there was some type of misunderstanding.We did have the opportunity to listen to a recording of the phone call. During that call you were advised that the brakes needed to be replaced and give a verbal approval for the job.Apparently, there was a lack of clarity in the fact...
that the rotors were going to be part of the job. Sometimes the rotors can be saved...usually they wind up being replaced within the next six months after the new pads are installed. Then you have an additional charge at that time.In fairness to you, I will send you a gift certificate for $100 for any misunderstanding we may have created and apologize for any lack of clarity on our part.[redacted]
We know it was the Windstar, we know it was McKinley store and we know that we investigated this with the AAA who towed in the vehicle.Our position has not changed...we did not cause the leak and and we mailed a gift certificate to you this morning for $70 as a goodwill gesture.That is the best that...
we will do.
Revdex.com:
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]
Thats fine I just want to be done with this thank you
[redacted]
After an investigation with the store, here is what we have discovered.
The customer dropped his vehicle off to have 4 tires installed. This was the first time that Dunn Tire has seen this vehicle.
The vehicle is equipped with multi-piece lug nuts. The tin cover was missing on most...
of the lug nuts allowing moisture to get in and as a result the remaining lug nut had corroded on the stud.
We were unable to remove the lug nut with the impact gun or a break bar. In using the break bar our tech did break one of the lug nuts, leaving the lug seat still seized on the stud. The store manager advised the customer of what had taken place and advised him that we could fix it for him. The customer was also informed that in order to perform the job it required that we remove the brakes. The store manager also mentioned to the customer that in the process of doing this job, if there was a problem with the brakes...we would need to address that.
The customer then demanded that we pull the vehicle out and the customer left.
Based on this report from the store...yes we did have a problem...primarily due to the condition of the lug nuts that we missing a primary piece of weather protection. We also acknowledged that we did break off part of the lug...leaving the lug seat seized on the stud. We informed the customer and advised him that we would fix that for him.
The customer made the decision to leave.
[redacted] our Director of Retail Operations for Rochester is waiting for the customer to return to town on Monday with a resolution to the problem. [redacted] had sent an email regarding this the other day and apparently it was not received.
We spoke to [redacted] again this morning and he is resending an email confirming that he will be in touch on Monday.
[redacted]