Auto Finishers Supply Co. of Rochester, Inc.

With
regard to the above referenced complaint, Ms*** is correct in that she
was quoted approximately hours for her appointment scheduled for noon on January 6th and that per the terms of the ***, a $antenna adapter was necessary in order to complete the installation on the vehicle
brought inMs*** showed up at 1:00, which while not part of the issue is pertinent to the time frame on the complaintUpon check in she requested we add an oil change to the repair order and we arranged to call when the vehicle was readyOur tech completed the installation by 3:15, however, he neglected to perform the oil change as it was an aand he inadvertently did not see it on the repair orderAdmittedly, this was an error on our part and we are apologeticThe tech immediately took the vehicle back but unfortunately all our lifts were being utilized and Ms***'s vehicle was pushed to the end of the lineUpon her return, Ms*** was
extremely irate and began making a scene, shouting at our employees who were not offering excuses, but were attempting to explain why the vehicle took a little longer than anticipatedMs*** was not sympathetic and was annoyed about having to drive home in the darkSince my manager and I were away on business that week, when Ms*** asked for a supervisor, our acting manager, Adam, stepped in and attempted to calm Ms***. As the delay was our fault, Adam offered half off the oil change for the inconvenience. Ms*** was not satisfied with that resolution and began shouting louder causing further embarrassment and frustration. Adam admits that he did not handle the situation to the best of his ability and was uncharacteristically rude and abrasive back to Ms. ***. Adam felt he did not have the authority to do anything further so he agreed to forward the information on to me upon my return I believe Adam was only trying to deal with the situation the best he knew how and was not purposefully being maliciousMs*** did leave me a voicemail on Saturday afternoon, after business hoursThe call was not received until Monday morning upon my return to workI immediately addressed her grievances, refunded her card in full for the amount of the antenna and oil change, and offered a $gift certificateAt that time, Ms*** expressed her desire to come in with her son to learn how to use the MPplayer and agreed
to call within the next day or so to set up an appointment with our tech for a tutorial
Regrettably she has not gotten in touch with us regarding this or her claim that the MPis not working and has instead filed this complaint and has left an adverse review
on ***I am deeply sorry that Ms. *** had a less than satisfactory experience and thought I had accommodated her favorably. Ms. *** is welcome to contact me directly to diagnose why the MP3 is not working and to set up a time to educate her on how to use this purchase. We would be happy to assist Ms*** any way we can to ensure this purchase is one she enjoys and is pleased withCordially, Anthony T

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
Regards,
*** ***

We have been in contact with this customer to resolve this issue. There was a miscommunication with our salesman and the technician doing the work. We are scheduling a date to resolve the problem with the customerThank you, Rick T

I'd like to start by pointing out the fact that Mr. [redacted] was not a customer of ours and did not purchase anything from  us, including this tire.   For this reason, we are not obligated or required to assist  Mr. [redacted] with his warranty  claim and only did...

so as a good faith gesture.  For no profit or  gain  at all  we dismounted  the tire,  obtained  a claim  form  from  [redacted]'s authorized distributor, [redacted] ([redacted]),  and  delivered it  to [redacted]  where the  claim process could begin. In this situation we simply served as the middleman and were no more than a drop off location to save Mr. [redacted] the cost of shipping  the tire directly back to the manufacturer. Once the tire was delivered to [redacted] it was out of our hands entirely.  It is our understanding  that [redacted]  found a bulge in the sidewall  consistent with  hitting a pothole. For this reason Mr. [redacted]'s claim was denied.   Again, it is not our  responsibility to inform Mr. [redacted] about  the warranty   process,   rules, regulations  or  guidelines   for   [redacted] Tire.  This information could  easily be obtained  by going to  the manufacturers  website and  searching the word "warranty" or contacting  the number for [redacted] or  [redacted] Consumer Relations clearly noted on the claim form signed by Mr. [redacted].  The allegation that [redacted] did or did not dispose of the tire is of no bearing, consequence  or concern  of ours.   Again, Mr. [redacted] is not our customer and his issues should have been addressed to the vendor he made the purchase from.   Mr. [redacted] has  put  an unfair  burden of  time and  money on us  that would  be better  spent on  paying customers. Instead  of   being  grateful for our generosity, Mr. [redacted]   is now  looking for reimbursement   on  an   item   not  purchased   here that   was   damaged   by   him and   deemed unwarrantable. This is a ridiculous display of entitlement. Cordially, Roseann T.

Mr. [redacted] came into our business on 4/20/2017 inquiring about tires for his 2012 [redacted]. He wanted the least expensive tires he could get and after looking at a few, he purchased 4 PSAS1 tires. Our salesmen told Mr. King that they would have to be special ordered as it is not a tire we keep in...

stock. He agreed and made the purchase.   On 04/24/2017 Mr. [redacted] came  into the store saying he would like to return the tires and had already dismounted them from the rims. Our salesmen stated to Mr. [redacted] that due to the tires being mounted, balanced and driven on, in addition to being a special ordered item, they were not returnable. This was agreed to at the time of purchase and is also stated on the receipt. Our sales manager was then brought in and with permission from our vendor offered to take them back and put the money towards upgraded tires, less the cost of labor. Mr. [redacted] was unhappy with this solution; I am assuming that before he allowed us the opportunity to assist him, he purchased tires elsewhere. He stated he wanted a general store credit and when we explained we were unable to do so, he left.   Please feel to contact me directly at [redacted].com or ###-###-####.   Many thanks,  Richard T.

On 11/21/16, the customer dropped off her vehicle for the re·tint of the driver front and passenger rear windows. When it was completed, she stated that she was completely satisfied with the work and that she would be contacting you to state that the case has been resolved. Thank you, Rick T.

On the afternoon of Friday, September 18th,  2015, Ms. [redacted] came in to our establishment and purchased  a set  of four  16" rims  for a  total cost  of $809.91. An  appointment  was made  for 8:00am,...

 Thursday, September  24th to  have the  rims installed.   Within minutes after  leaving with her vehicle, Ms.  [redacted] returned because  her tire pressure light  had come on.   The tech checked the tire and found that one of the sensors was faulty; it was not removed or missing as suggested.   Within a matter of minutes,  the sensor was  replaced, the tire was  refilled with air and the light went  off. Ms. [redacted] left happy. At no point did Ms. [redacted] contact  our facility with regard to a shake or any other issue she claims to be having with her vehicle in this complaint. On Tuesday, September  29th we  received your correspondence  and immediately contacted Ms. [redacted] to  make amends.  We set up an appointment  for Ms.  [redacted] to return at  11:00 am on Thursday, October  1st but she did not show or call to  reschedule.   We are more than willing to take care of any shaking/ vibration that  has occurred from the mounting and balancing process, however, the claim that we "swapped"  her tires because she is a woman  is ludicrous.   We have been in business  for  46 years  and pride ourselves on  customer service and satisfaction.   In no way,  shape or  form do we steal  or  interchange  parts.  We run  a professional,  certified mechanical repair facility.   The tires on Ms. [redacted]'s car are very  much indeed the same ones she came in with, we merely removed the old rims and replaced them with the new ones. Many thanks for your time and assistance, Roseann T.  Corporate Secretary

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]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
This should have been given to me with the purchase. I feel that this matter was done wrong for the beginning and I wish to refund these rims. 
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Available in 15" 16" 17" and 18" diameters with various widths and off-sets Matte black painted finish with red racing stripe and center cap Lifetime structural and a one-year finish warranty against peeling or lifting of finish Lug nuts are not included with wheel purchase Pictures are meant to show the
style of the wheel not necessarily the bolt pattern - please refer to
product specifications below for exact product information Regards,
[redacted]

I have...

reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The business actually went above and beyond. Assistant Manager Adam came out to my home and looked at my vehicle. This is before he knew I had made a complaint to the Revdex.com. (Unbeknownst to me a complaint had already been to the owner.) Adam agreed with me and replaced the tint on the windows in question. Adam drove me back home and when the vehicle was finished he had someone follow him to my home to drove the vehicle off to me. I want to thank him and Auto Finishers on their professionalism in handling my complaint. I will definitely continue to do business with them.
Thanks, [redacted]

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. The rebuttal that auto finishers has offered is not only offensive, it's I correct.  Auto finishers is listed on the [redacted] tire site as the closest place listed to bring a warranty claim to, regardless of where the tire was purchased.  Furthermore, as per the statement of an act of generosity, I paid to have the tire dismounted, which I'd also like to point out I have the receipt for. Having spoke with [redacted], they have told me that in fact auto finishers IS directly responsible for this matter, as per their agreement with [redacted], I should have been made aware of any findings through this process, which they did not until magically the claim was denied, which I was never informed. This is all of course before having one of their store associates speak about me in vulgarities. I will continue to pursue this matter until this retailer takes responsibility for their mistake, as anyone would do being cheated out of 300+ dollars.  
Regards,
[redacted]