Carefree Bride

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 overheatThe 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

[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 Mr [redacted] concerns with tire wear; Mr [redacted] originally purchased his tires on 10/26/At that time Fletcher’s installed four P245/35ZRToyo Proxes Plus tires on his vehicle and performed an alignmentToyo offers a 50,mile tread wear warranty on this productFletcher’s did not perform any maintenance (including routine recommended maintenance such as tire rotations) on the customer’s vehicle until 4/04/This time the vehicle was brought in for strut and shock replacement, this work was performed along with the alignment which is recommended when performing this maintenanceThe customer states that he has been having routine maintenance performed on his tires; however there are no records of this routine maintenance being performed at Fletcher’sWe did not see the vehicle again until the customer brought the vehicle in on 7/20/stating that his tires were worn and requested an inspectionAt this time it was determined that all tires are worn out and are recommended to be replaced however the right side tires are worn out the worst on the inside edges of tire and is believed to be a caused by a separation which would be a manufactures issueThe customer claims that the most recent alignment performed by Fletcher’s is the reason his tires have worn prematurelyThe customer’s vehicle was put on the alignment rack to check for any alignment issueThe only issue was a slight variance in the left front camber of degreesThis shows that the current state of the alignment is not a contributing factor in the excessive wear of the right side tires, as all other specifications were within the manufacturers recommended toleranceA picture of the alignment was taken by the manager of the store location and was sent to the customer in the form of a text messageThe customer has aftermarket wheels on the vehicle which are larger than what came on the vehicle as manufacturers original equipment, this could also be a contributing factor to the premature wear of the tiresThe right side tires have exposed steel cords due to this separation issue and it was recommended not to drive the vehicle in its current stateWe have recommended replacing the tiresThe customer declined and decided to come and pick up the vehicle against our recommendationsThe customer has put 43,miles on the vehicle at time of inspection, since the original purchase of the tires; the tires are rated for 50,miles as listed by the manufacturerBased on the current wear of the tires the customer has used 86% of the manufacturer’s 50,mile warrantyThis means that there is 14% of tire life that the customer was not able to useAt the original purchase price of $per tire a 14% proration would be $per tireThis would be the current proration due to the customer on the purchase of new tiresFor four tires it amounts to a discount total of $off of the total purchase price off of four new tiresWe have already extended this proration to the customer and he has declined the offerI am willing to round up to a 15% proration which will increase the customers discount to $per tire for a total of $off of a set of four tiresAdditionally I will extend our friends and family installation rate of $per tire to the customerThis is an unfortunate situation for the customer which is why we have authorized the proration without involving the tire manufacturer up to this point, however the current state of the tires are not the result of any work that has been performed by Fletcher’s Tire & AutoIf this is an acceptable solution we can proceed with the customer selecting a new tire to have installed on the vehicleI have included copies of the customer’s service history, both invoices for the two services performed, the Toyo Limited Warranty and Owner’s Manual, and the picture of the alignment specifications as of 7/20/2015.Fletcher's Customer Service Department

An agreement has been reached with Fletcher’s management and a relative of the customer to resolve this issueAs of 3/12/two new wheels have been installed on the customers vehicleThe customer and or customers relative have also been informed that the Tire Pressure sensors should reset themselves after a short period of drivingIf there are any further issues with the Tire Pressure Monitoring system the customer is more than welcome to contact the store location or the Customer Service Department Fletcher’s Customer Service Dept

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] ***

Revdex.com, Andy from Fletcher's contacted me a week ago and ask for the parts in questionI told him the parts were at [redacted] (Riggs Road)He contacted Dave at [redacted] to ask for the car parts in questionDave at [redacted] 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, [redacted]

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

RE: Complaint ID# [redacted] In rebuttal to MsS [redacted] 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 [redacted] 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 [redacted] with the information that we have stated, whether or not MsS [redacted] chooses to acknowledge it This is an unfortunate situation and I understand this can be frustrating, however as MsS [redacted] 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 [redacted] 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

the dealer put the correct sensor on and it worked right awayThe dealer also said my tires were not wearing and they thought I probably did not even need a new tireTheir history with the Attorney General shows exactly did they replace parts that are not neededI want my money back

Fletcher's has contacted the customer directly to resolve this issue.Fletcher's Customer Service Dept

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

Fletcher's has contacted the customer directly and are in the process of resolving 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 [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]

I apologize for the delayed responseThe Customer Service department is unaware of any prior concerns from [redacted] and will be contacting him directly to try to resolve this issue.Thank you,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

I was never told on the first visit it was coil pack but on the second visit after the truck stopped running on day The gentleman that bought my truck took it in without my knowledge to try to use my warrantyI did not know until after that he brought it inHe's the one that took it apart not meI understand that they "tried" to fix it but I don't feel they diagnosed it correctly in the first placeOh well it is what it isI just know to never go back!

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]

I do not accept the offer of Fletchers.They screwed up and changed the tires which were good and not required to be changed.It was my car and I had the choice of getting the work done.I specifically pointed out the tires I required to be changedThe shop mechanic made a mistake, I pointed it out to the manager of the store the same day and he promised to replace the tires, which he never did in spite of several calls.I know that it has been a long time since the work has been performed but I contacted the shop manager right awayThe shop changed the tires which were not required to be changed and charged me approximately $ towards that.The only resolution to that is They refund me the charge of the tires.I would like a cash refund and no store credit as I am never going back to Fletchers and will tell every one else about my experience with them.Thanks [redacted] ***

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 correct. If you reference the [redacted] invoice that was provided previously as well as this response you can reference the manufacturers part number which is M10097 which is in fact an AC Delco fuel pump. Referencing the fuel pump on the previous response as a Delphi wasn’t incorrect. Delphi is a manufacturer of these parts either in part or in whole since 1988 as ACG, a division of GM, until renamed Delphi in 1995. So there is no attempt at a rebuttal, Delphi officially separated from GM in 2009 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 false. The Fletcher’s Fleet Manager states that he has never received a request for a Fleet Account from this customer. The 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 false 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 fine. I 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 pump. Due 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’s. If 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 $425.25 plus tax of $34.45 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 provided. This will be the only offer from Fletcher’s. Fletcher’s Customer Service Dept.

RE: Complaint ID# [redacted] In regard to Mr [redacted] concerns with services performed on his vehicle; Mr [redacted] originally brought his vehicle to Fletcher’s for an A/C issueIt was determined that the A/C compressor was not operating properly and needed to be replacedThe customer was given a price to perform this service and declined, stating that our price was too highAs a courtesy, we informed the customer if he wanted to purchase their own compressor we would install it for himThe customer purchased his own compressor and had this service performed on 6/24/On 6/30/2015, the vehicle returned to Fletcher’s for further diagnosis with a check engine light on; the check engine code that was retrieved from the vehicle’s onboard computer was for a Knock Sensor (not related to the previous service)Diagnosis determined that the wiring harness for the knock sensor was not making a good connection; it was not certain that this would resolve the knock sensor issue but technicians determined it was a good place to startThis was repaired for the customer at no chargeIt was also recommended to replace the spark plugs due to their not operating at full capacity (spark plugs were not providing the recommended spark strength)This was recommended as a starting point and the customer was informed that further servicing may be requiredThe customer approved the recommendations and Fletcher’s performed the serviceThe invoice amount for this service was $ On 7/1/the vehicle was still not running properly and it was further recommended to complete the full tune up by replacing the spark plug wires, the distributor cap, and the ignition rotor buttonThe customer approved the recommendations and the services were completedOn this service the customer was provided a 36-month parts and labor warranty for $and was also given a $discount off of the total priceThe invoice total for this service was $ When the customer came in to pick up the vehicle on 7/2/2015, the total amount for the two invoices was $1,At this time the customer expressed that he was not satisfied with the services performed up to this point and he was unsatisfied with the pricingThe store management negotiated a customer satisfaction discount of $off of the total amount for the two invoices and the customer agreed to pay the remaining amount of $We had previously given the customer a quote to replace the knock sensor and he was not satisfied with the pricing; the customer was informed that if the wanted to purchase his own knock sensor, it would be installed at no charge as a goodwill gestureOn 7/10/the customer returned with a knock sensor that he had purchased and Fletcher’s installed it at no charge as promisedThe customer also stated that the A/C was blowing warm so we performed an evacuation and recharge of the A/C system under warrantyAs to the customers complaints regarding Fletcher’s Shop Supply charges, and Fletcher’s ***up on our pricing: We provide customers a service with a shop, equipment such as vehicle lifts, all of the tools necessary to perform the work and technicians that perform the work in a safe environment and we are within the industry standards on our pricing and our shop supply charges for any customer that wants to utilize our services To date, the Fletcher’s Customer Service Department has no information regarding a formal complaint that that the customer states has been submitted to the corporate officeI have attempted to contact the customer directly multiple times including leaving a voice mail with the customer to resolve this issue and he has declined to speak with me as stated in his last responseThe customer has a warranty available on all parts and labor that have been purchased at Fletcher’s and we are willing to fix anything that has a warranty related issue; however, the customer has not provided any proof that the work performed by Fletcher’s has failed and until such time when I receive information provided by the customer to support the alleged claims I will not be able to meet his requestsAt this time I am not able to honor the customer’s request for reimbursement of the disputed amount of $Please let me know how you would like to proceed Fletcher’s Customer Service Department