Thank youThat is acceptable and I'll update my Google review as well Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Thearsea ***
I am so sorry for the problem and would love to talk to the customer if she will I will pay the money back to her The big issue we wanted to discuss with her is that the truck had driven miles and wanted to know if anything could have caused the problem We just don't see wheels getting loose like that after that many miles Regardless of that I will reimburse Ms [redacted] fully Let me know how the process works and I will get it done Again, I am so sorry!!Brandon [redacted] @burtbrothers.com
**, We are sorry about the experiences you have spoken of in this complaintFirst and foremost we would like to apologize for any inconvenience this may have caused youWe want to assure you that we invest heavily in the best equipment and best training programs for our staffAfter reviewing your customer file, reading your complaint, and talking with my staff, please be assured that we are taking the necessary steps to prevent this from happening in the futureWe are making the necessary changes to our documentation process so that you, and other customers are not left to guessing what happenedOn the Jeep, we could not remove the center caps on your after market wheels on the jeep, this was preventing us from being able to change over and balance your tiresWe called and spoke with your wife prior to the service, letting her know of what was needed in order to get the tires changedWe also let her know of the consequence of the necessary steps to remove the seized bolts in the caps, and that they would no longer be able to be put back on the vehicle upon completionWe never wanted you to have to find out about the caps this way, we assumed that talking with your wife about it, the info would also get to youWe will do a better job writing this all down on the invoice so that could have helped in this caseWe also wanted to offer of the replacement of your custom lug nutsIn every case with customer lug nuts, they tend to be more specialty and we did not have those exact replacements in stock at the time, we could have ordered them for you, we also still would offer the replacements we have in stock currently as another optionThe shock bolt on the Ford could have either snapped under pressure from being removed and re-installed on your same shockThese shock bolts, similar to u-bolts get stretched in order to tighten them with the proper torque they needSo without knowing what happened to the bolt, we quickly got a replacement and fixed that for you at no chargeOnce again, we offer our sincere apologies for any inconvenience this caused you, we assure you it was not our intentionsLastly, we are taking the necessary steps to help our sales people handle these difficult situationsAfter talking with my salesman that spoke with you recently, the situation was very difficult as you witnessed, and communication was a strong issue in this situationNeither side was getting on any common ground, which in its self can be frustrating We strive for the best customer experience, and we pride our self on the growth of Burt BrothersWe attribute this to giving consistent customer serviceWe hope you will understand and see this from our perspective as well, and understand the strides we are taking to unsure this wont happen againThanks, if you have any further questions, please don't hesitate to callSincerely,Jason B***
Complaint: [redacted] I am rejecting this response because: The truck had NOT driven miles I had the wheels on just over weeks and only drove to work and back with some personal use within SLC I see they offered a refund, but again, I have yet to see it Sincerely, Thearsea ***
Thank youThat is acceptable and I'll update my Google review as well Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Thearsea ***
I am so sorry for the problem and would love to talk to the customer if she will I will pay the money back to her The big issue we wanted to discuss with her is that the truck had driven miles and wanted to know if anything could have caused the problem We just don't see wheels getting loose like that after that many miles Regardless of that I will reimburse Ms [redacted] fully Let me know how the process works and I will get it done Again, I am so sorry!!Brandon [redacted] @burtbrothers.com
**, We are sorry about the experiences you have spoken of in this complaintFirst and foremost we would like to apologize for any inconvenience this may have caused youWe want to assure you that we invest heavily in the best equipment and best training programs for our staffAfter reviewing your customer file, reading your complaint, and talking with my staff, please be assured that we are taking the necessary steps to prevent this from happening in the futureWe are making the necessary changes to our documentation process so that you, and other customers are not left to guessing what happenedOn the Jeep, we could not remove the center caps on your after market wheels on the jeep, this was preventing us from being able to change over and balance your tiresWe called and spoke with your wife prior to the service, letting her know of what was needed in order to get the tires changedWe also let her know of the consequence of the necessary steps to remove the seized bolts in the caps, and that they would no longer be able to be put back on the vehicle upon completionWe never wanted you to have to find out about the caps this way, we assumed that talking with your wife about it, the info would also get to youWe will do a better job writing this all down on the invoice so that could have helped in this caseWe also wanted to offer of the replacement of your custom lug nutsIn every case with customer lug nuts, they tend to be more specialty and we did not have those exact replacements in stock at the time, we could have ordered them for you, we also still would offer the replacements we have in stock currently as another optionThe shock bolt on the Ford could have either snapped under pressure from being removed and re-installed on your same shockThese shock bolts, similar to u-bolts get stretched in order to tighten them with the proper torque they needSo without knowing what happened to the bolt, we quickly got a replacement and fixed that for you at no chargeOnce again, we offer our sincere apologies for any inconvenience this caused you, we assure you it was not our intentionsLastly, we are taking the necessary steps to help our sales people handle these difficult situationsAfter talking with my salesman that spoke with you recently, the situation was very difficult as you witnessed, and communication was a strong issue in this situationNeither side was getting on any common ground, which in its self can be frustrating We strive for the best customer experience, and we pride our self on the growth of Burt BrothersWe attribute this to giving consistent customer serviceWe hope you will understand and see this from our perspective as well, and understand the strides we are taking to unsure this wont happen againThanks, if you have any further questions, please don't hesitate to callSincerely,Jason B***
Complaint: [redacted] I am rejecting this response because: The truck had NOT driven miles I had the wheels on just over weeks and only drove to work and back with some personal use within SLC I see they offered a refund, but again, I have yet to see it Sincerely, Thearsea ***