Initial Business Response /* (1000, 6, 2015/10/12) */
[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
Dear [redacted],
First of all, let me say we all are very sorry how this incident came down. It never should have...
gone as far as it did.
Mr. [redacted] brought his 2006 Nissan with 236,229 miles in for an oil change and a free brake inspection. To perform a complete brake inspection the wheels must be removed from the car. The wheels are fastened to the car by bolts (called studs for wheels) and nuts. The nuts are threaded onto the stud and tightened. Once the nuts are on the studs, there is no way anyone can see the threads on the nuts or studs. Mr. [redacted]'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 ours. The only thing we did was to remove the nuts, and the threads were already destroyed. It is a physical impossibility to harm thread by removing nuts. The 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 issue. We were honest and straight forward with Mr. [redacted] but his demands to replace the studs and nuts at no charge were unrealistic.
At some point Mr. [redacted] made some derogatory and accusing remarks to the technician, and the technician regrettably made some remarks that he shouldn't have expressed. We deeply regret and apologize for that type of conversation. It should not have happened.
Hopefully this information will help Mr. [redacted] better understand the situation. If after reviewing the information Mr. [redacted] 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 2 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 repair. The last shop that service my tire was Tires Plus. Tires Plus is willing to verify that my wheel studs and nuts were placed on correctly.
Mr. [redacted] like his manager Erik weren't told what actually took place at the shop. All 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 action. This gives the customer a heads up of the liability to expect. In this shop, Rich and Erik argued that it is a normal 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 son. The shop decided to render my car unsafe to drive at the last hour. I had no option but to borrow money to have the repair done.
I made no derogatory statement in that shop. All I asked Rich was why I wasn't informed of the situation before an action was taken. The technician came with insults and I waited patiently until he was finished with his insults. Rich 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 refunding. Once 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) */
[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
Dear [redacted],
First of all, let me say we all are very sorry how this incident came down. It never should have...
gone as far as it did.
Mr. [redacted] brought his 2006 Nissan with 236,229 miles in for an oil change and a free brake inspection. To perform a complete brake inspection the wheels must be removed from the car. The wheels are fastened to the car by bolts (called studs for wheels) and nuts. The nuts are threaded onto the stud and tightened. Once the nuts are on the studs, there is no way anyone can see the threads on the nuts or studs. Mr. [redacted]'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 ours. The only thing we did was to remove the nuts, and the threads were already destroyed. It is a physical impossibility to harm thread by removing nuts. The 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 issue. We were honest and straight forward with Mr. [redacted] but his demands to replace the studs and nuts at no charge were unrealistic.
At some point Mr. [redacted] made some derogatory and accusing remarks to the technician, and the technician regrettably made some remarks that he shouldn't have expressed. We deeply regret and apologize for that type of conversation. It should not have happened.
Hopefully this information will help Mr. [redacted] better understand the situation. If after reviewing the information Mr. [redacted] 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 2 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 repair. The last shop that service my tire was Tires Plus. Tires Plus is willing to verify that my wheel studs and nuts were placed on correctly.
Mr. [redacted] like his manager Erik weren't told what actually took place at the shop. All 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 action. This gives the customer a heads up of the liability to expect. In this shop, Rich and Erik argued that it is a normal 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 son. The shop decided to render my car unsafe to drive at the last hour. I had no option but to borrow money to have the repair done.
I made no derogatory statement in that shop. All I asked Rich was why I wasn't informed of the situation before an action was taken. The technician came with insults and I waited patiently until he was finished with his insults. Rich 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 refunding. Once a copy of the receipt is received a refund will be provided.
Final Consumer Response /* (2000, 16, 2015/11/06) */