Bell Boy Motel

RE: Complaint ID# ***
In regard to the complaint filed by Mr***; I initially spoke with Mr*** regarding this issue on 11/16/The customer informed me that he had recently had his vehicle serviced at Fletcher’s and that approximately a week later his brakes had failed and it was
allegedly due to the brake fluid being contaminated and he had had to have his brake system replacedThe customer stated that Fletcher’s was the only shop that had serviced his vehicle and he felt the fluid was most likely topped off by a Fletcher’s employee while servicing the vehicle and that was the cause for the contaminated brake fluid making the failure of his braking system the fault of Fletcher’s Tire and Auto
I informed the customer that Fletcher’s Tire and Auto does not top of fluids for operating systems such as a brake systemThe reason for this is; if an operating system in a vehicle such as brake system is low on fluid it is most often indicative of an issue within the system such as failing parts that could potentially be causing a fluid lossBased on the symptom of low fluid we would recommend diagnosing the system further to determine the necessary repairs needed
The customer stated that he had had to have his brakes repaired at a different automotive repair facility and they had informed him that the brake fluid had been contaminatedI informed the customer that in order to support the claim of the fluid being contaminated, the fluid would have to be sent off to a laboratory to have an official report and I asked the customer to send me any supporting documentation available from the servicing and I would review it to see if there was anything I could do to assist in this matter
When I began investigating the claim I pulled the vehicle’s history report for Fletcher’s Tire & AutoThere is only one service that has been performed on the vehicle on 10/29/(at 41,miles) which was for an oil change and a tire rotationI then pulled a Carfax history report on the vehicle since the customer claimed that Fletcher’s was the only shop to service this vehicle, however the Carfax report indicated five additional services that had been performed by different automotive service providers other than Fletcher’sAdditionally the vehicle was seen by a different auto service provider on 11/05/as documented in the Carfax report after the customer stated we were that last shop to service the vehicle
On 11/19/the customer forwarded copies of the invoices for the brake repairs that had been made on 11/14/(at 42,miles)The invoice shows this service was performed 1,miles since Fletcher’s had serviced the vehicle; it does not list any information about brake fluid contaminationIt also states that the system was flushed and filled with DOT brake fluidAccording to the manufacturer’s recommendations for the vehicle the fluid should have been DOT brake fluidOn 11/18/at 42,miles the customer had to return back to the same service center to have the brake system replacedThere is also an estimate from 11/18/that has notation about the fluid being contaminated referencing the first invoice after the fact
Fletcher’s will not speculate on what caused the brake system failure; Fletcher’s did not perform servicing on the brake system and will not be taking any liability for the brake system failure
I have included all supporting documentation
Fletcher’s Customer Service Department

In regard to Mr*** service concerns: On September 19th the customer brought the vehicle to Fletcher’sWhen the vehicle arrived it was overheatingUpon inspecting the vehicle it was determined the upper radiator hose had a large hole in it, and the lower radiator hose was also leaking
as well The inspections also determined the coolant temperature gauge was not working properlyThe customer was advised that to start, the coolant hoses that were leaking needed to be replaced and the temperature gauge that wasn't working and would need to be repaired before it could be determined if these were the only repairs neededThe customer was originally quoted a cost of repairs of $340, the customer agreed to repairs and left the shopThe customer later contacted the store location stating that his friend had informed him to look at Fletcher’s online reviews stating that he had found negative reviews and because of these reviews he should only have to pay $for the repairs that had previously been agreed toStore management agreed to discount the total to $for the customer due to the customer’s insistence. After replacing the hoses and the coolant temperature sensor we were able to pressure test the cooling system of the vehicle and determined that the water pump was leaking and needed to be replacedThe customer was advised of the recommended replacement of the water pump and declined the repairIt was further explained to the customer that there could potentially be internal damage from overheating the engine however it would require more extensive diagnosis to determine if there was internal engine damage or additional repairs needed beyond the water pump The customer continued argue with management about pricing demanding additional discounts while Fletcher’s management attempted to inform the customer of the condition of the vehicle and the further recommend repairs and diagnosis neededThe customer declined all further repair recommendations and eventually agreed to pay the $for the services provided. The customer states he is not satisfied with the repairs because he is still having overheating issue’s with the vehicle. Fletcher’s informed the customer that the immediate repairs needed to determine the condition of the vehicle would be a starting point, and that additional repairs could be a possibilityThe customer was also informed after the initial repairs of the hoses, sensor and coolant that further repairs would need to be performed in order repair the cooling system wholly, which the customer declinedThis information is listed on the customer’s invoice which the customer acknowledged and signedAs to the customer’s desired settlement of fixing the vehicle: The information with regard to fixing the vehicle has been provided to the customer and the customer has declined all additional repairsFletcher’s is not responsible for overheating the vehicle or the resulting condition of the overheating, and Fletcher’s is not responsible to repair the vehicle for the customer at no chargeSupporting documentation has been provided.

In the attempt to address the customers concerns in the order they are presented; with regard to there being an AC Delco fuel pump in the fuel tank, that information is correctIf you reference the *** invoice that was provided previously as well as this response you can reference the manufacturers part number which is Mwhich is in fact an AC Delco fuel pumpReferencing the fuel pump on the previous response as a Delphi wasn’t incorrectDelphi is a manufacturer of these parts either in part or in whole since as ACG, a division of GM, until renamed Delphi in So there is no attempt at a rebuttal, Delphi officially separated from GM in however they do still work together with regard to original equipment options for GM products. The customers statement about being in the process of opening a Fleet Account with Fletcher’s is falseThe Fletcher’s Fleet Manager states that he has never received a request for a Fleet Account from this customerThe customer inquired about a Fleet account while on the phone with me however was not in the process of opening an account as he has stated for a second time (a continuance of statements by the customer). As stated in my previous response, when I spoke to the customer I asked the customer how the vehicle was running and was told that it was running fineI also stated that Fletcher’s would continue to honor the warranty on parts and labor for services provided by Fletcher’s. In regard to the customer stating that he continues to have fuel pump issues, the customer has not made Fletcher’s aware of any further issues with the fuel pumpDue to the fact that the customer has stated that he has had the fuel pump serviced by a different automotive service professional or provider, this has voided the warranty provided by Fletcher’sIf the customer would like to return the AC Delco fuel pump that Fletcher’s installed in the vehicle Fletcher’s will reimburse the customer for the cost of the fuel pump which was $plus tax of $for a total of $486.70. Fletcher’s will not be providing a full refund due to the fact that the services paid for were providedThis will be the only offer from Fletcher’s. Fletcher’s Customer Service Dept

RE: Complaint ID#*** In regard to the complaint filed by Ms*** The vehicle in question was originally brought to Fletcher’s on 10/05/at 159,miles, the customer stated that the vehicle was running rough and requested to have the vehicle inspectedThis was the first time
Fletcher’s had serviced the vehicle and have no prior knowledge of the vehicles service historyUpon performing a diagnosis it was determined that cylinder number three had a misfire and that the spark plug needed replaced due to a heater hose leaking coolant into the spark plug tube, causing it not to operate properlyFletcher’s recommended replacing the spark plug and the heater hose as well as a coolant flush to prevent further issues with these componentsThe customer approved the work and utilized a financing option that we offer through Easy Pay Financing to pay for the serviceThe repairs made cleared the check engine light and the vehicle was running properly. On 10/17/at 159,miles the vehicle was returned to Fletcher’s due to the check engine light coming back onUpon inspecting the vehicle it was determined that the ignition coil pack which provides spark to the spark plugs was not operating properly and it was recommended to be replacedThe customer was given a quote to replace coil pack but declined to have the service performed at that time. On 11/2/I received the first customer complaint filed through the Revdex.com from Ms*** I contacted the store management where the work had been performed and had them reach out to the customer and attempt to resolve the service issue for the customer. On 11/2/at 160,miles the vehicle was dropped off at Fletcher’s to have the ignition coil replaced at no cost to the customer as had been offered by the store managerUpon receiving the vehicle it was determined that the vehicle was running worse than it had when we originally recommended replacing the ignition coil pack miles priorUpon replacing the ignition coil pack the engine performance did not improve, Fletcher’s then went on to replace all of the spark plugsAfter replacing the spark plugs the vehicle still was not running properlyIn the attempt to find the cause of the current issue more diagnosis was performed on the vehicle which determined that driving the vehicle for a prolonged period with a failing ignition coil caused the PCM (powertrain control module) to failFletcher’s purchased a used PCM and hired a mobile technician to reset the PCM to the correct vehicle settingsThese repairs were completed on 11/16/This was a time consuming and costly process to determine the causes of the vehicle running improperly and to obtain the parts needed for the repairDue to the unforeseen issue and the time frame which it took to perform the repairs, the store manager waived all cost to the customer as a customer satisfaction. Unknown to Fletcher’s, the vehicle stopped running at or on approximately 160,miles just miles after leaving Fletcher’s. On 12/12/the vehicle was towed in not runningUpon inspection the battery for the vehicle was in the bed of the truck, wires were hanging from under the dash board, spark plug wires to the ignition coil were disconnected, the wires to the PCM had been removed, and the PCM was not tightened down the way it had been when Fletcher’s had performed the previous serviceWhoever had decided to perform mechanical service work on the vehicle had voided the warranty for all parts and labor that had been provided by Fletcher’s Tire and Auto. A gentleman claiming to be a family friend of Ms*** *stated to the store manager that he was interested in purchasing the vehicle and agreed to pay to have the PCM replacedThe store manager agreed to replace the PCM at a cost of $350, under the condition that Fletcher’s maintains no warranty for any of the services provided from the prior or current repairs due to the tampering of products and services that Fletcher’s had previously performed. Fletcher’s Tire and Auto has no fault or control over Ms*** making the decision to sell the vehicleAs to Ms*** * request for reimbursement for financing; Fletcher’s uses a third party company for financing as an option to assist our customersIt is a contractual obligation between the customer and the financing company (Easy Pay) that Fletcher’s has no involvement in other than to offer it as a payment option. Fletcher’s has provided servicing and labor at no charge to the customer due to the customer refusing to pay for the repairs that were needed to fix the vehicleWithout informing Fletcher’s of a continued service issue the customer has had mechanical work performed on the vehicle which compromised the parts and services that were provided by Fletcher’s which has voided any warranty related to servicing provided by Fletcher’sThere is nothing further that Fletcher’s can do to assist this customer 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,
*** ***

Revdex.com,
Andy from Fletcher's contacted me a week ago and ask for the parts in questionI told him the parts were at *** *** *** (Riggs Road)He
contacted Dave at *** *** *** to ask for the car parts in questionDave at *** *** *** told Dave he would have to contact me (Ken, the owner) to get permission
As of today (02/23/16) I am still waiting for that callIt's been a week
Regards,
*** ***

The Store Manager involved in this complaint is working directly with the customer to resolve this issue. Fletcher's Customer Service Dept

RE: Complaint ID#***As stated previously, 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 in the same area of the part that failed on the vehicleThis is an unfortunate situation however it does not make it the fault of Fletcher'sThe overheating issue is what caused damage to the engine, which is not related to the oil change that was performed by Fletcher's. Fletcher's has already offered to assist the customer by replacing the engine at a reduced rate of approximately $3,200. There is nothing further Fletcher's can do to provide assistance in this matter beyond the reduced price of the engine replacement.

We will contact the customer directly to resolve this issue.Fletcher's Customer Service Dept

Revdex.com:
Regarding complaint ***:I just want to go on the record in recognizing Andy (Fletcher's Customer Service Representative) and Mike B*** (Manager of
Fletcher's on Sunrise and Swan) for going above and beyond in remedying the issue.My impression of this company has turned degrees after the service and attention provided by Mike B***I will be posting a positive review on *** Reviews of the Sunrise and Swan shop, and wish to give this company an A+ for responding so thoroughly; what a difference!Thank You,*** ***

Based on the information that has been provided by the customer, there may be multiple issues that need to be addressedI will be attempting to reach out to the customer directly to try to resolve this issue.Fletcher's Customer Service Dept

[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 consider this complaint resolved
Regards,
*** ***

RE: Complaint ID#
In regard to Ms*** concerns;
the Fletcher’s Customer Service Department attempted to contact the customer on 11/22/at approximately 9:AM after receiving the initial complaint notificationA message was left for the customer, requesting correspondence in order to obtain the necessary information to resolve this issue
The customers rebuttal was “I have yet to hear from this establishmentI would like to continue on with the complaint process.”
In order to proceed in resolving this complaint I will need to obtain any and or all documentation that the customer has supporting the claims of services not provided and alleged vandalismPlease provide any and all supporting information so I can assist in resolving this complaint or feel free to contact the Fletcher’s Customer Service Department to proceed with this resolution
Fletcher’s Customer Service Department

I received a call from Andy the manager from their corporate officeHe asked me what the issue was and I roll him, he then asked me if I was in the car when my daddies in law took it for a test drive
because the mechanic didn't offer to do so, he was implying that she led about the engine light still being on and them he went on to ask me how much I knew about vehicles! I've never had such a horrible degrading experience! In my prior complaint I was very specific that I didn't want to ever deal with Fletcher's I have lost all trust in the company and I will not do business with someone that can treat a customer as they have treated me

RE: Complaint ID#*** In regard to Mr*** concerns with tire wear; Mr*** originally purchased his tires on 08/01/At that time Fletcher’s installed four P235/60RBF Goodrich tires on his vehicle and performed an alignmentBF Goodrich offers a 75,mile treadwear
warranty on this productAt approximately 5,miles on 12/28/the vehicle returned to Fletcher’s for routine maintenance at which time the tires were rotated On 7/18/at approximately 11,miles since the original tire purchase the vehicle returned again for routine maintenance at which time the tires were rotated again On 12/20/at approximately 17,miles since the original tire purchase and 5,miles since the previous service, the vehicle returned for routine maintenanceUpon performing Fletcher’s standard inspection it was noted that the two front tires had abtire wear noting outer edges of the tires were wornIt was also noted that tires had 26lbs of pressure which indicated low air pressure for this vehicle; the manufacturer recommends 35lbs of air pressure for all four tiresIt was also noted at this time that there was not a T.P.M.Slight (Tire Pressure Monitoring System standard equipment on all vehicles models and newer for all manufacturers) was not present on the dash warning cluster which would have alerted the customer to the low air pressure in their tiresIt was further recommended that the customer take the vehicle to the dealership to have the T.P.M.Ssystem diagnosed to determine why it had not alerted the customer to the low air pressure in the tires On 6/3/the vehicle returned for its next scheduled maintenanceUpon inspection it was recommended that the tires be replaced due to continued outer edge wear on the tiresIt was also recommended that an alignment be performed on the vehicleThe customer did not elect to have any of the services performed on the vehicle that Fletcher’s had recommended at this time On 8/1/the customer returned to Fletcher’s stating that he believed the tires to be defective, he stated that he had taken the vehicle to the dealership and they confirmed the alignment was within manufacturers specification for the vehicleFletcher’s put the vehicle on the alignment rack and confirmed that the alignment was within the proper specifications for the vehicleThe tread depths were taken on all four tires (tread depths are measured as 32nds of an inch and are taken at points across the tread of the tire; outer edge, middle and inner edge) the Right Front tire had a tread depth of; 0/32nds at outer edge, 5/32nds at middle, and 6/32nds on the inner edgeThe Left Front tire had similar wear with a tread depth of; 0/32nds at outer edge, 4/32nds at middle, and 5/32nds on the inner edgeThis wear pattern suggests that at some point during the life of these tires there had been an alignment issue or other similar mechanical related issueThe inner tread on the two Front tires at 5/32nds and 6/32nds of an inch of tread is consistent with the wear pattern on the rear tires which were gauged at; Left Rear outer, middle, inner and the Right Rear at outer, middle, outer and indicates that the outer edges of the two front tires made the most contact with the road surface causing excessive wearAdditionally previously driving on the tire with low air pressure can also cause accelerated tire wearOn this most recent visit the has requested that Fletcher’s replace the tires as a Manufacturers Defect Warranty, however the current state of the tire does not indicate that there is a Manufacturer’s Defect on any of the four tiresBased on the current wear of the tires we have offered the customer a 68% proration to replace the two front tiresThis is a good will adjustment as there is not a Manufacturers issue with the tires and cannot be processed as suchThe customer has declined the proration that has been offered At this time the 68% proration on the two front tires is the best that Fletcher’s can offer the customer This is an unfortunate situation for the customer, which is why we have authorized the proration however the current state of the tires is not the fault of Fletcher’s Tire & AutoIf this is an acceptable solution we can proceed with ordering the replacement tires and scheduling an installation date 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,*** ***

***s is not at fault or responsible for the damaged tireThe customer is responsible for the damaged tire and the fix a flat that had been put in the tire that caused the sensor to fail***s will not reimburse the full amount of the purchase based on the fact that the customer wants to attempt to strong arm ***s based on an issue the Attorney General was involved in three years agoThe only fault that ***s has is installing an aftermarket sensor on the vehicle that did not work properly, a sensor that was not made by ***s only installed by ***sWhile this is unfortunate it does sometimes happen in the automotive industry If the customer wants to be reimbursed for the products provided, then she needs to return the products just like you would with any other retail organizationThe customer does not get to be reimbursed for products purchased because they have an opinion ***s Customer Service Dept

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

RE: Complaint ID#***In regard to MsS*** concerns with brake servicing provided by Fletcher’s; MsS*** 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*** 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*** did not elect to have any of the recommendations addressed on this service.On 10/02/MsS*** 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

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,
*** ***