Customer did come in for NYSI on April 26thWe did perform NYSI and found that right lower ball joint had excessive play in it, so much so that we felt it was a safety issue that shouldn't be ignoredWe did present issue to customer and had her look at what we were seeingWe cannot fail a car for NYSI for ball joint play no matter how much play is in itWe verified this with NY State Vehicle SafetyWe felt that it was best to point out to customer as it is a safety concernThere may have been some miscommunication on whether it would pass NYSI with the condition of ball jointThe fact is that the part did need replacement, we showed the customer the part in question, explained the safety issues, gave customer price for repairs and customer approved repairWe completed the repair as discussed We will certainly use our wording more carefully moving forward regarding safety and NYSI, but do not feel that refund is appropriate [redacted] Service Advisor Big Tire Sales & Service
On May 29th the customer brought his car into have an alignment done and install adjustable camber
bars in the rear and eccentric bolts for the front control arms, which I previously gave an estimate for
over the phoneWhen we had the car on the lift he called and added a tire balance
to the jobWe
installed his parts he brought in, balanced the tires and adjusted the alignment to his specs he wanted
The customer picked the car up the same day he dropped it offI never heard about the convertible and
center caps being broken until June 13th and this letter is the first time hearing about the alignment
being off and pulling, the customer never called me about thisWe will fix the alignment and pulling
problem under warranty if we are given a chance, if the customer does not want to come the location I
work at we can handle the alignment problem at big tire e first east Syracuse NY On the
problem with convertible are company policy is we don't lower the convertible tops since we don't work
on convertible topsI had a conversation with the tech that work on the vehicle and he informed me he
don't not lower or touch the convertible top, so I trust my employee is telling the truth We will not be
providing any reimbursement on the convertible top parts
Customer did come in for NYSI on April 26th. We did perform NYSI and found that right lower ball joint
had excessive play in it, so much so that we felt it was a safety issue that shouldn't be ignored. We did
present issue to customer and had her look at what we were seeing. We cannot fail a car...
for NYSI for
ball joint play no matter how much play is in it. We verified this with NY State Vehicle Safety. We felt
that it was best to point out to customer as it is a safety concern. There may have been some
miscommunication on whether it would pass NYSI with the condition of ball joint. The fact is that the
part did need replacement, we showed the customer the part in question, explained the safety issues,
gave customer price for repairs and customer approved repair. We completed the repair as discussed.
We will certainly use our wording more carefully moving forward regarding safety and NYSI, but do not
feel that refund is appropriate.
[redacted]
Service Advisor
Big 4 Tire Sales & Service
Revdex.com spoke to consumer and the following reason for rejecting the business statement was relayed: I was told that if I did not have the repair done then my car would not pass inspection. Their employee said that it was required. I have since spoken with DMV and that is not true.
After reviewing this matter in person with an Automotive Facilities Inspector from NY State DMV that the part replaced in question is actually a control arm and not a ball joint. The joint on the end of control arm that had excessive play in it is serviced only as a control arm. The joint cannot be replaced separately on this vehicle. Subsequently the vehicle technically would not have passed inspection in the condition it was in. Again the customer was brought out in shop to view the part in question. We told her she needed a control arm and gave her a price on repair. The customer approved repair. The repair was made and the NYSI was completed. The customer paid for the repair including NYSI and left with the vehicle. There was no intent to mislead customer on this repair. It was a safety issue. The customer could have refused the repair. We do not feel we should refund the cost of repair. We also do not feel we should refund all monies she has spent her for past repairs.
[redacted]
Service Advisor
Big 4 Tire Sales & Service
Revdex.com also spoke with NY State DMV investigator that investigated this complaint and both parties have stated that the business told the consumer from the beginning that this was not an inspection matter, but it was a safety matter to which the consumer agreed to have the work done.
Customer did come in for NYSI on April 26thWe did perform NYSI and found that right lower ball joint had excessive play in it, so much so that we felt it was a safety issue that shouldn't be ignoredWe did present issue to customer and had her look at what we were seeingWe cannot fail a car for NYSI for ball joint play no matter how much play is in itWe verified this with NY State Vehicle SafetyWe felt that it was best to point out to customer as it is a safety concernThere may have been some miscommunication on whether it would pass NYSI with the condition of ball jointThe fact is that the part did need replacement, we showed the customer the part in question, explained the safety issues, gave customer price for repairs and customer approved repairWe completed the repair as discussed We will certainly use our wording more carefully moving forward regarding safety and NYSI, but do not feel that refund is appropriate [redacted] Service Advisor Big Tire Sales & Service
On May 29th the customer brought his car into have an alignment done and install adjustable camber
bars in the rear and eccentric bolts for the front control arms, which I previously gave an estimate for
over the phoneWhen we had the car on the lift he called and added a tire balance
to the jobWe
installed his parts he brought in, balanced the tires and adjusted the alignment to his specs he wanted
The customer picked the car up the same day he dropped it offI never heard about the convertible and
center caps being broken until June 13th and this letter is the first time hearing about the alignment
being off and pulling, the customer never called me about thisWe will fix the alignment and pulling
problem under warranty if we are given a chance, if the customer does not want to come the location I
work at we can handle the alignment problem at big tire e first east Syracuse NY On the
problem with convertible are company policy is we don't lower the convertible tops since we don't work
on convertible topsI had a conversation with the tech that work on the vehicle and he informed me he
don't not lower or touch the convertible top, so I trust my employee is telling the truth We will not be
providing any reimbursement on the convertible top parts
Customer did come in for NYSI on April 26th. We did perform NYSI and found that right lower ball joint
had excessive play in it, so much so that we felt it was a safety issue that shouldn't be ignored. We did
present issue to customer and had her look at what we were seeing. We cannot fail a car...
for NYSI for
ball joint play no matter how much play is in it. We verified this with NY State Vehicle Safety. We felt
that it was best to point out to customer as it is a safety concern. There may have been some
miscommunication on whether it would pass NYSI with the condition of ball joint. The fact is that the
part did need replacement, we showed the customer the part in question, explained the safety issues,
gave customer price for repairs and customer approved repair. We completed the repair as discussed.
We will certainly use our wording more carefully moving forward regarding safety and NYSI, but do not
feel that refund is appropriate.
[redacted]
Service Advisor
Big 4 Tire Sales & Service
Revdex.com spoke to consumer and the following reason for rejecting the business statement was relayed: I was told that if I did not have the repair done then my car would not pass inspection. Their employee said that it was required. I have since spoken with DMV and that is not true.
After reviewing this matter in person with an Automotive Facilities Inspector from NY State DMV that the part replaced in question is actually a control arm and not a ball joint. The joint on the end of control arm that had excessive play in it is serviced only as a control arm. The joint cannot be replaced separately on this vehicle. Subsequently the vehicle technically would not have passed inspection in the condition it was in. Again the customer was brought out in shop to view the part in question. We told her she needed a control arm and gave her a price on repair. The customer approved repair. The repair was made and the NYSI was completed. The customer paid for the repair including NYSI and left with the vehicle. There was no intent to mislead customer on this repair. It was a safety issue. The customer could have refused the repair. We do not feel we should refund the cost of repair. We also do not feel we should refund all monies she has spent her for past repairs.
[redacted]
Service Advisor
Big 4 Tire Sales & Service
Revdex.com also spoke with NY State DMV investigator that investigated this complaint and both parties have stated that the business told the consumer from the beginning that this was not an inspection matter, but it was a safety matter to which the consumer agreed to have the work done.