Carefree Bride

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

I took my truck to another mechanic after "work" was completed at Fletcher's to have a second opinion. The mechanic determined the fuel pump currently on the truck is AC Delco which is original to the truck manufacture Chevrolet. Fletcher said on there response it was the brand "Delphi" from [redacted] which is an aftermarket part. If my fuel pump was replaced why do I have a video dated 7/26/2016 with the same truck doing the same issue that I left at Fletcher's to get fixed and payed for? Plus the tech manager said they only use original equipment on parts that are sensitive like mine? I simply want my truck fixed without being scammed. Yes, I did inquire about a fleet account and was in the process of opening one with them but after my experience I will not. The only reason I brought up the Attorney general lawsuit and scam is because I was and I am frustrated/angry that I paid good money to get my work truck fix, I brought up the lawsuit after I had paid for service not before. I do not accept, I do have a video. Today 8/8/2016 my truck did the same thing all over again and I took it to the mechanic shop where he plugged in the OD2 reader and the code came out to P0230. Which is fuel pump related, he is charging me $560 to replace the fuel pump that supposedly Fletcher's replaced. Which doesn't make sense, Why should I pay again for something that was fixed? I spent $818 at Fletcher now another $560? So what happens now, I bought a full set of brand new tires & fuel pump. I'm screwed either way because the corporate compliant guy said take your business else where. So does that mean my warranty is void on both things? I do want a full refund since now I have to pay a new shop to replace what they did not do and I also have to get my tires serviced else where. I expect a refund on the fuel pump service and at least half for the tires since my warranty, rotation, repairs will not be provided by Fletcher's since they decided to let my account void.

RE: Complaint ID# [redacted] In regard to the complaint filed by Mr***; I initially spoke with Mr [redacted] 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

The Customer Service Department was unaware of this complaintI will contact the customer directly to resolve this issue.Thank you,Fletcher's Customer Service Dept.***,Good afternoon, I have contacted Mr*** in regard to his complaint with our Holiday Gift Card Promotion from 2014, He asked who
I was, and I explained I was with the Fletcher’s Customer Service DeptHe then asked why I was calling and I told him I was calling in regard to the complaint that he had filed with the Revdex.comHe then said something that I couldn’t understand and hung up on meI am considering this issue to be resolvedI have also included an example of the gift card in question as an attachmentPlease let me know if I can be of further assistance with this issue. Thank you,*** ***Fletcher’s Customer Service Dept

I will be contacting the customer directly to resolve this issueFletcher'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,
*** ***

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

In regard to Mr***’s complaint I have looked into this situation and to the best of my knowledge the situation goes as follows: when Mr*** arrived at our location for servicing he stated that he had an appointment, upon looking at the appointment schedule the counterperson found an
appointment for a customer named AdamHe then asked for Mr***’s phone number so he could reference the customer’s history for the vehicle being serviced and start an invoiceUpon referencing the customer’s history the counterperson realized that the name on the customer’s service history did not match the name of the customer listed for the appointment timeThe customer stated that he goes by both names and that the phone number we have listed for him is outdatedAs the counterperson began updating the customers information he took the customers free oil change voucher and punched the voucher as redeemed, the customer inquired about how long it would take to perform the oil change service and requested that we remove a spark plug to inspect it to determine if replacement was neededThe counterperson stated that he would need to look up the labor time required to pull the spark plug so he could provide accurate pricingThe customer did not agree with this assessment and requested to speak with the ManagerThe Manager came to the counter to which the customer started making negative comments about the counterpersonThe Manager moved past the negative comment or comments and attempted to further inquire about the servicing that the customer was requestingThrough further dialog the customer became more negative and began making negative comments about Fletcher’s in generalAfter making several offhanded comments the Manager declined to service the customer’s vehicle and asked him to come back when he had calmed down or had a better attitudeAt that point the customer became more aggressive and began using profanity directed at Fletcher’s and the employee’sThere was another customer in the waiting room at that time that witnessed the situationAt this point the customer was asked to leave and not come back until he had calmed down in an attempt to keep from disrupting business Once I received the complaint that has been submitted to the Phoenix Revdex.com, I attempted to contact the customer directly to resolve this issueI was able to contact Mr*** this morning in regard to resolving his customer service complaintHe was not forthcoming with information regarding the situation, he was defensive and used profanity directed at me during our conversation, and therefore I have no reason to believe that the account of what took place at the store location happened any differently than stated by the Fletcher’s employeesMr*** had also formerly filed a complaint on *** making very strong accusations and using very demeaning terms to identify specific Fletcher’s employees, reference Complaint *** *** At this time I have moved forward with my offer to Mr*** which is: I have had a check drafted in the amount of $100, this should be sufficient to cover any monetary value that Mr*** feels he is owed by Fletcher’sThis check has gone out in the mail today to the address that Mr*** has provided in his Revdex.com complaint, customer informationIt is further recommended that Mr*** find a new automotive service provider as Fletcher’s feels that we are not the best fit for Mr***’s automotive services and a different service provider may be better suited to meet his needsI have included a copy of the check that has gone out in the mail today as well as the invoice that had been started by the store location at the time of this service. Thank you,Fletcher’s Customer Service Department

Tell us why here...RE: Complaint ID#***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

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

The Zone Manager in charge of the Fletcher's location in question has reached out to, and resolved this issue directly with the customerPlease consider this issue resolved.Fletcher's Customer Service Dept

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 #*** As requested I have contacted *** and apologized for any miscommunication that may have taken place at the time of original purchase of the gift card in questionI have offered a $in store credit as requested and it should be available on ***’s Fletcher’s Rewards account by MondayThis was not a matter that needed to involve the Revdex.com, if I had been made aware of the situation it could have been resolved at a lower level. Thank you,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

I have contacted the customer directly and have reached a resolution for this issuePlease consider this complaint resolved.Fletcher's Customer Service Dept

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

I have contacted the customer directly, and am currently attempting to resolve this issue.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

[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 the complaint filed by Ms***; I have reached out to Mr*** to resolve this issue directlyThis is a warranty related issue; as the warranty has expired on the services and products provided by Fletcher’s, by approximately eight months I cannot
process a warranty claim for this issue
As a goodwill gesture I have offered the customer a $in store credit to use toward future purchases
Fletcher’s Customer Service Department