Bell Boy Motel

[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.] Revdex.com: I have reviewed the? response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me.? I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ?

RE: Complaint ID# [redacted] In regard to MsS [redacted] concerns with brake servicing provided by Fletcher’s; MsS [redacted] brought her vehicle to Fletcher’s on 9/28/for a standard brake serviceThis standard brake service consists of replacing the front brake pads, machining the front rotors and test driving the vehicle before and after the brake serviceThe vehicle underwent a standard inspection and it was noted that the vehicle had a check engine code that was identified as a Pcylinder one misfire codeThis information was provided to the customer on the invoiceIn addition to the documentation on the invoice it was also verbally conveyed to MsS [redacted] that the left fog lamp had an expired bulb, the left head light assembly was broken, and that the lower control arm bushing needed to be replacedMsS [redacted] did not elect to have any of the recommendations addressed on this service.On 10/02/MsS [redacted] returned the vehicle to Fletcher’s stating that the brakes were staying applied while drivingUpon inspecting the vehicle it noted that the vehicle had been driven miles since it had been serviced at Fletcher’s, the brakes had gotten hot enough that they were smoking and that for some reason the brakes were staying appliedUpon further diagnosis it was determined that the brake master cylinder was leaking into the brake booster which is almost certainly what was causing the brake calipers to maintain pressure on the brake rotorsWe recommended that the customer replace the brake booster and the master cylinderWe also warrantied the brake pads and replaced them with new pads and machined the rotorsIt is unknown at this time if the brake calipers were overheated to a point that replacement is recommendedDuring this process the customer declined to speak with us about the situation requesting that we relay all information through an acquaintance of hersAfter explaining the situation to the customers acquaintance, the customer contacted Fletcher’s stating? the brakes had failed because of the brake job that Fletcher’s had performedI explained to the customer that the brake master cylinder was most likely leaking before Fletcher’s replaced the brakes and that replacing the brakes alerted her to the issue and just because Fletcher’s had performed a standard brake job on the vehicle did not make Fletcher’s responsible for the brake master cylinder leakingThe brake master cylinder is a different component of the brake system and due to the fact that it was leaking into the brake booster, there was no external leaking and therefore no way for Fletcher’s to know there was an issue with the master cylinder at the time of the brake service by performing our standard visual inspection.Fletcher’s offered to perform the services on the vehicle, informing the customer that the parts had to be ordered and shipped in and should arrive within approximately five daysThe customer declined and had her acquaintance contact meHe then requested, that if he could provide the parts needed would we be willing to perform the work and? asked if there was anything we could do to assist with a lower labor price for performing the service workHe was informed that in an attempt to assist the customer we were willing to extend a reduced labor rate $per hour? (regular rate is $per hour) for the recommended hours of labor called for to replace the brake master cylinder and brake booster.The customer then contacted the store manager stating once again that this was Fletcher’s responsibility becoming verbally aggressive and using profanity toward the store managerThe original offer of the reduced labor rate stands as Fletcher’s offer of what we are willing to do to assist the customer however we do not take responsibility for a part failing on the customers vehicle that has never been replaced by Fletcher’s nor do we have any control of when or how a part may fail.Fletcher’s Customer Service Department

Tell us why here...RE: Complaint ID# [redacted] As previously stated I was informed by the customer that he is no longer in possession of the vehicle or the tire that was returned to customer after removalThe tires that were removed from the vehicle were deemed to have been worn enough to recommend replacing which means they were not new tiresUnless some proof can be provided indicating the exact tread depths remaining on the two tires that remain on the vehicle that were allegedly the tires that were supposed to be replaced as well as the single tire that was returned to the customer (which is allegedly the tire that was not supposed to be removed from the vehicle) then my previous offer standsWithout being able to produce the products in question as proof of the customer’s claim I am only able to offer resolution on a good will basis I am willing to offer an in store credit (good toward the purchase of any products or services offered) of $which is based on a 50% proration from the purchase of the two tires in September Please let me know if this offer is acceptable so I can have the credit applied to your Fletcher’s accountFletcher’s Customer Service Department

RE: Complaint ID# [redacted] With regard to the customers request for reimbursement: the part that failed on the vehicle causing the engine damage referred to by the customer was a plastic T? that routes coolant through various hosesWhen this part failed it allowed coolant to leak from the vehicle which caused the vehicle to overheat.? The work performed on the vehicle by Fletcher's is not related, nor was it even in the same general area of the part that failed on the vehicle.Fletcher's has already offered to assist the customer by replacing the engine at a reduced rate of approximately $3,As I am of the understanding that the customer has sold? and is no longer in possession of the vehicle, there is nothing further Fletcher's can do to provide assistance in this matter.?

RE: Complaint ID# I have spoken with Mr [redacted] and I understand his frustration with this situation, however due to the fact that the repairs have already been made to the vehicle by another automotive service provider there is nothing further Fletcher’s can do to rectify this situation My original offer of the goodwill gesture to give the customer a $in store credit to use toward future purchases stands Fletcher’s Customer Service Department

I'm not working with the store manager I'm working with the district manager and meeting with him Saturday to discuss resolutions still waiting for the car to be serviced and completed correctly and safely.

I will be attempting to contacting to contact the customer directly to resolve this issue.Fletcher's Customer Service Dept

: Complaint ID#*** The customer brought his vehicle in on Saturday 7/16/to have new tires installed. Fletcher’s installed the tires and performed an alignmentThe technician then test drove the vehicle, parked the vehicle by the front door and proceeded to cash out the
customer. The customer went outside to leave and the truck cranked over but would not start. The Technician proceeded to remove the air intake tube and squirted some cleaning fluid into the intake (to provide an alternate fuel source) the vehicle immediately started. He then advised the customer that it was most likely a bad fuel ump and that we would need to diagnose it to be certain. The customer requested and received a quote for the fuel pump replacement. Upon reviewing the quote the customer gave Fletcher’s authorization to proceed with the fuel pump replacement if the diagnosis determined it was in need of repair. The technician performed a fuel pressure test, the vehicle had zero fuel pressure, next we proceeded to check for power and ground at the fuel pump module, the fuel pump had both power and ground indicating the fuel pump should have been running, but it was not. The fuel tank was dropped loose from the vehicle and the fuel pump was replaced with a new Delphi pump that was purchased from *** Automotive. Upon inquiring with the technician if the fuel pump relay had been replaced, it had not been included in the original quote to customer, Management then advised the technician install a new fuel pump relay (this is done because a fuel pump failure can cause the fuel pump relay to fail and can lead to further issues with the fuel pump)The fuel pump relay was replaced at no additional charge to the customer due to failure on our part to include it in the original quote. The vehicle was then test drove and the customer was contacted and informed that the service was completed, and later paid for the service and picked up the vehicle. Monday morning upon management arriving at the shop the customer was waiting in the parking lot. He asked where we purchase our parts from, and then stated that we did not put a new fuel pump in the vehicle because he could see the top of it from under the vehicle and it looked dirty. Store management informed the customer that we did in fact replace his fuel pump, and offered to remove the fuel tank on the spot, for the customer to see the new fuel pump. The customer declined to allow us to prove to him the fuel pump had been replaced, stating he didn't have time for that and wanted a full refund. The customer was informed by management that he would not be provided a reimbursement for the purchase of the fuel pumpThe customer was showed the fuel pump that was removed from the vehicle, but he insisted that it wasn't his, but then requested to take his old fuel pump with him. Fletcher’s continued to offer to lower the tank to prove it was a new pump and he continued to say he didn't have time. The customer then contacted the Fletcher’s Customer Service Department by email stating that he had a Fleet account with Fletcher’s and had an issue with service provided to one of his Fleet vehicles (the customer does not have and has not applied for a Fleet account, this has been verified by the Fletcher’s Fleet Manager)Upon contacting the customer back, he stated that he wanted a full refund for his purchase, stating that he wanted to start a Fleet account for his business and that he knew that there had been an issue involving the Attorney General’s Office in and he felt it was in Fletcher’s best interest to provide the reimbursement that he had requested or he would seek legal actionUpon speaking with the store management regarding the service provided to the customer, I inquired as to how the vehicle was running currently, and was informed by the customer that the vehicle was running fineI again inquired with the customer why he would not allow Fletcher’s staff to pull the fuel tank to prove that a new fuel pump had been installedThe customer stated the he did not have the time for this and that he no longer trusted Fletcher’sThe customer then stated the he felt he should receive something free, he requested free services or in store credit for future purchasingThe customer was informed that if he refused to allow Fletcher’s to provide proof that the fuel pump had been installed then there was nothing further to discuss. The customer was informed that this is not the manner in which Fletcher’s wanted to start a business relationship with a customer, with threats of Attorney General complaints , and legal actionThe customer was informed that beyond warranty service for the fuel pump that had been installed by Fletcher’s it was recommended that he find a different automotive service provider for any future servicing neededThe customer has been provided a copy of the invoice for the fuel pump that Fletcher’s purchased from *** Automotive for replacement in the vehicle Fletcher’s will not provide a reimbursement for the service based on the customer stating that he looked under the vehicle and the top of the fuel pump looked dirtyFletcher’s feels that this is an attempt by the customer to elicit a response based on the customers actions that will provide a monetary gain for the customer with no basis or meritThe facts are that Fletcher’s has installed a fuel pump in the customers vehicleThe customer has not provided any factual information to contradict this because there is none, which is why he refuses to allow the fuel tank to be pulled for a visual confirmation of the fuel pumpI have provided all supporting documentation. Fletcher’s Customer Service Dept

At this time I am currently working directly with the customers legal council to resolve this issue.Fletcher's Customer Service Dept

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

I have contacted the customer and am working with him directly to resolve this issue. Fletcher's Customer Service Dept

I have reached out to the customer directly about this issueAn agreement has been reached regarding this issue, please consider this matter resolved.Fletcher's Customer Service Dept

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1***, and find that this resolution would be satisfactory
to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

RE: Complaint ID#***
In rebuttal to MsS*** claims of Fletcher’s providing incorrect information, I have included an attachment of the original invoice for the original brake service, stating that there was indeed a check engine code that had been retrieved from the vehicle and provided to MsS*** on the invoice which she signed acknowledging the work performed on her vehicleI have also included copies of the original inspection form for the vehicle which states that the vehicle was test driven and there were no issues with the brakes while in the possession of Fletcher’s Tire and Auto
While this information has no direct effect on the customers current brake issue, it does lend to support the fact that Fletcher’s has provided MsS*** with the information that we have stated, whether or not MsS*** chooses to acknowledge it
This is an unfortunate situation and I understand this can be frustrating, however as MsS*** has already stated, had she known there was an existing issue with the brake booster she would not have driven the vehicleThe same applies for Fletcher’s, had we been aware of the issue we would have made the recommendations to replace the affected parts, however as I have already stated there were no existing symptoms that Fletcher’s could diagnose to prevent the failure of the brake master cylinder and affecting the brake boosterI am willing to extend a reduced labor rate $per hour for the recommended hours of labor called for to replace the brake master cylinder and brake booster if MsS*** still wants to provide her own parts, otherwise I will offer reduced Fleet rate pricing on the parts if she would like to purchase them from Fletcher’sThis is a further reduced rate from the original offer of $per hourThe reduced labor rate stands as Fletcher’s offer of what we can do to assist the customer, however we do not take responsibility for a part failing on the customers vehicle that presented no symptoms of failure, has never been replaced by Fletcher’s nor do we have any control of when or how a part may fail
Fletcher’s Customer Service Department

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may
update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

RE: Complaint ID#*** In regard to Ms*** concerns with her vehicle; Ms*** originally brought her vehicle into Fletcher’s for an oil change, while performing our standard inspection it was determined that her serpentine belt was worn and it was recommended that it be
replacedMs*** authorized Fletcher’s to change the belt and we finished the service. Approximately a week later the vehicle was brought back to Fletcher’s and it was stated that the vehicle was stalling and not running properly, the belts were checked over, and the air intake system was briefly looked atA Fletcher’s technician went for a test drive with the customer and also test drove the vehicle a couple of times by himselfThey were not able to get the vehicle to duplicate the stalling issueAdditionally the vehicle was not registering any check engine codes that would assist in determining what the source of the issue wasDue to the fact that we were not able to duplicate the issue and Ms*** was unable to leave her vehicle for further diagnosis, no invoice or work order was generated for the diagnosis. The Services that have been provided to Ms***: an oil change and the replacement of a serpentine belt are not known to cause the type of issues that Ms*** describes when referring to the vehicle not running properlyThis is the first time Fletcher’s has had the opportunity to work on the vehicle and we have no information on the vehicle’s prior service history. There is no dispute that the vehicle may not be running properly, however due to the limited amount of time that we have had to diagnose the vehicle we have not been able to determine the cause of the issueIf Ms*** is willing to give us enough time to diagnose the vehicle I am sure we can determine the cause of the issueIf it is determined that the cause of the vehicle running improperly is the result of work that has been performed by Fletcher’s then we will certainly take care of the issueOf course if it is determined that the source of the issue is unrelated to work that has been performed by Fletcher’s, we will explain the issue and offer a course of action to fix the problemWe want to assist Ms*** but unfortunately at this time I do not know what is causing the issue therefore I am unable to state the full extent of assistance I can provide without having further informationIt has been determined that the serpentine belt and the oil change services that were provided to Ms*** are not the cause of the current issue therefore I will not be able to honor the request of reimbursement for $153.42, but we are willing to further diagnose the vehicle at no charge to resolve this issue if Ms*** is willing to give Fletcher’s the opportunity to do so. Fletcher’s Customer Service Department

The offer of 68% proration that has already been presented is the offer that Fletcher's will honorIf this is not acceptable, and you are convinced this is a Manufacturer's Defect Issue the we can contact the Manufacturer and submit a claim on your behalf. Once we send them the inspection report on the tire they will be able to let us know what they are willing to offerI am able process the claim either through Fletcher's, or as a Manufacturer's claim either option is available to you and are fair resolutionsPlease let me know how you would like to proceed.Fletcher's Customer Service

I want it to be on record that Fletcher's has lied once again1st thdy never mentioned anything about the code light and recommendationsNor did they mention to me any of the other things they stated that they mentioned other than the brake damage was not their responsibilitySecond while I was upset at what they were telling me I was not aggressive until the manager was rude and aggressive with me first and I did not use profanity at all during our interactionsThat is a bold faced lieI will continue to let people know about what they have done to my car and the way they treated me during the entire processI stand by my statements and refuse tonlet them do this to othersThe third reason is the mileageYes I hD driven that amount of miles on in my vehicle because I drive to and from work miles round trip plus I drove it to a concert all the way in Glendale right after I picked the car up from Fletcher's that is what you do when you use your vehicle you drive itAnd had I known something was wrong I wouldn't have but I was unsuspecting any problems because that is why you trust those you pay to repair your car that they will not do more harm than good and they did! Period!

RE: Complaint ID#***
In regard to the complaint filed by Mr*** The vehicle in question was brought to Fletcher’s on 09/03/2015, the customer requested to have an inspection performed on the front end suspension and tiresUpon performing the inspectionIt was recommended to replace a
minimum of two tires and replace a emissions vent valve due to check engine codes that were present in the system
The customer elected to have two of the tires and the emissions vent valve replaced and was returned one of the tires that were removed from the vehicle
The customer states the Fletcher’s replaced the wrong two tires on the vehicle by replacing the best tires and leaving the tires that were the most worn
At this time there is no information that can be confirmed as fact for this situationDue to the amount of time since the service has been performed the original inspection report for the tires on the vehicle has been discardedI have contacted the customer in the attempt to have the vehicle brought in to have a new inspection performed on the tires along with the tire that was returned to the customer to confirm the customers concernsI was informed by the customer that he is no longer in possession of the vehicle or the tire that was returned to customer after removal
I am willing to offer an in store credit (good toward the purchase of any products or services offered) of $which is based on a 50% proration from the purchase of the two tires in September
Please let me know if this offer is acceptable so I can have the credit applied to your Fletcher’s account
Fletcher’s Customer Service Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The response is not convincingWhen only tires out of wear out completely after about miles, it only means these tires are defectedIf it had to do with the low pressure or if the car had a problem, assuming that the tire rotation has been done as claimed, all tires should wear outThe rear tires are still in excellent condition while the other are completely gone. My cousin has a Toyota Seinna 2011, exactly like mineHe bought tires from Fletcher'sThe are still great after 40,milesFletcher's manager has the record and he knows I am providing accurate dataI am very surprised that he is still arguing about itThe only acceptable response is to replace the tires for free or refund the total purchase price of the tires
Regards,
*** ***