Initial Business Response /* (1000, 6, 2015/10/12) */
***response has been scanned in and converted to text below (original document is available using the online complaint system)
Dear ***,
First of all, let me say we all are very sorry how this incident came downIt never should have
gone as far as it did
Mr*** brought his Nissan with 236,miles in for an oil change and a free brake inspectionTo perform a complete brake inspection the wheels must be removed from the carThe wheels are fastened to the car by bolts (called studs for wheels) and nutsThe nuts are threaded onto the stud and tightenedOnce the nuts are on the studs, there is no way anyone can see the threads on the nuts or studsMr***'s wheel nuts may have been installed incorrectly before we got the car, worn out after numerous off and on time or rusted on
Whatever the case, it was the latent problem that we got into by no fault of oursThe only thing we did was to remove the nuts, and the threads were already destroyedIt is a physical impossibility to harm thread by removing nutsThe thread can only be harmed by installing the nuts incorrectly, seized by rust, or worn out as stated previously
There is absolutely nothing we or anybody could have done differently to prevent this issueWe were honest and straight forward with Mr*** but his demands to replace the studs and nuts at no charge were unrealistic
At some point Mr*** made some derogatory and accusing remarks to the technician, and the technician regrettably made some remarks that he shouldn't have expressedWe deeply regret and apologize for that type of conversationIt should not have happened
Hopefully this information will help Mr*** better understand the situationIf after reviewing the information Mr*** still believes he should not accept the responsibility, he should fax us a copy of the repairs and after review, I will probably reimburse up to one half of his cost for the studs and nuts
Initial Consumer Rebuttal /* (3000, 8, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel the shop should be responsible 100% for the repairThe last shop that service my tire was Tires PlusTires Plus is willing to verify that my wheel studs and nuts were placed on correctly
Mr*** like his manager Erik weren't told what actually took place at the shopAll shops I have gone to in the past, when there is a problem and a part can't be removed, it is the professional responsibility of the shop to inform the customer of the situation before taking an actionThis gives the customer a heads up of the liability to expectIn this shop, Rich and Erik argued that it is a practice for the shop to pass the liability to the customer
Tires Plus has always service my car and they will tell me of any issue before an action is taken
Because of the negligent on the part of the shop, I had to work half day the following day and could not pick up my sonThe shop decided to render my car unsafe to drive at the last hourI had no option but to borrow money to have the repair done
I made no derogatory statement in that shopAll I asked Rich was why I wasn't informed of the situation before an action was takenThe technician came with insults and I waited patiently until he was finished with his insultsRich justification was because I asked and the technician got mad
I made all effort to make management understand but Rich, Erik and the technician have been very unprofessional and disrespectful to me as a customer
Final Business Response /* (4000, 10, 2015/10/21) */
Per a phone call from the company, they have requested a copy of the receipt for the cost before refundingOnce a copy of the receipt is received a refund will be provided
Final Consumer Response /* (2000, 16, 2015/11/06) */
Initial Business Response /* (1000, 6, 2015/10/12) */
***response has been scanned in and converted to text below (original document is available using the online complaint system)
Dear ***,
First of all, let me say we all are very sorry how this incident came downIt never should have
gone as far as it did
Mr*** brought his Nissan with 236,miles in for an oil change and a free brake inspectionTo perform a complete brake inspection the wheels must be removed from the carThe wheels are fastened to the car by bolts (called studs for wheels) and nutsThe nuts are threaded onto the stud and tightenedOnce the nuts are on the studs, there is no way anyone can see the threads on the nuts or studsMr***'s wheel nuts may have been installed incorrectly before we got the car, worn out after numerous off and on time or rusted on
Whatever the case, it was the latent problem that we got into by no fault of oursThe only thing we did was to remove the nuts, and the threads were already destroyedIt is a physical impossibility to harm thread by removing nutsThe thread can only be harmed by installing the nuts incorrectly, seized by rust, or worn out as stated previously
There is absolutely nothing we or anybody could have done differently to prevent this issueWe were honest and straight forward with Mr*** but his demands to replace the studs and nuts at no charge were unrealistic
At some point Mr*** made some derogatory and accusing remarks to the technician, and the technician regrettably made some remarks that he shouldn't have expressedWe deeply regret and apologize for that type of conversationIt should not have happened
Hopefully this information will help Mr*** better understand the situationIf after reviewing the information Mr*** still believes he should not accept the responsibility, he should fax us a copy of the repairs and after review, I will probably reimburse up to one half of his cost for the studs and nuts
Initial Consumer Rebuttal /* (3000, 8, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel the shop should be responsible 100% for the repairThe last shop that service my tire was Tires PlusTires Plus is willing to verify that my wheel studs and nuts were placed on correctly
Mr*** like his manager Erik weren't told what actually took place at the shopAll shops I have gone to in the past, when there is a problem and a part can't be removed, it is the professional responsibility of the shop to inform the customer of the situation before taking an actionThis gives the customer a heads up of the liability to expectIn this shop, Rich and Erik argued that it is a practice for the shop to pass the liability to the customer
Tires Plus has always service my car and they will tell me of any issue before an action is taken
Because of the negligent on the part of the shop, I had to work half day the following day and could not pick up my sonThe shop decided to render my car unsafe to drive at the last hourI had no option but to borrow money to have the repair done
I made no derogatory statement in that shopAll I asked Rich was why I wasn't informed of the situation before an action was takenThe technician came with insults and I waited patiently until he was finished with his insultsRich justification was because I asked and the technician got mad
I made all effort to make management understand but Rich, Erik and the technician have been very unprofessional and disrespectful to me as a customer
Final Business Response /* (4000, 10, 2015/10/21) */
Per a phone call from the company, they have requested a copy of the receipt for the cost before refundingOnce a copy of the receipt is received a refund will be provided
Final Consumer Response /* (2000, 16, 2015/11/06) */