Carefree Bride

***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'm not working with the store manager I'm working with the district manager and meeting with him Saturday to discuss resolutions still waiting for the car to be serviced and completed correctly and safely

** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
RevDex.com:
I have reviewed the response made by the business in reference to complaint ID *** *nd 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,
*** ***

RE: Complaint ID#*** In regard to Ms* *** service concerns; after having the vehicle serviced at Fletcher’s the check engine light came back onFletcher’s has requested that the customer allow us to check to see if it is related to the previous service provided by Fletcher’sUpon speaking with the Zone Manager in charge of this location the customer had agreed to bring the vehicle back into the shop to have the diagnosis performed to determine what is causing the check engine light to come onDuring this visit the customer began slandering Fletcher’s to other customers at the store location and had to be asked to leave because they were causing a disruption to business At this time Fletcher’s is unaware of what is causing the check engine light on the vehicleFletcher’s is willing to diagnose the vehicle at no charge to the customer to determine if the issue is related to the original service or if it is being caused by a different issueIf the customer would like to have the service performed at a different location due to the current relationship with the location that originally performed the service it can be scheduled. Fletcher's Customer Service Dept

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#
The customer has been contacted by the Customer Service DeptArrangements have been made to have his vehicle brought in and serviced (service has been completed)All of the lug nuts have been broken loose and retightened to specification with a torque wrench
Additionally customer will be receiving an in store credit as a goodwill gesture
Thank you,
Fletcher’s Customer Service Dept

I have contacted the customer directly to resolve this issue, a resolution has been reached and this complaint should be considered closed. Fletcher's Customer Service

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

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

Fletcher's has contacted the customer directly to attempt 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,*** ***

RE: Complaint ID#*** In regard to Ms*** concerns with her vehicle; Ms*** originally brought her vehicle into Fletcher’s for an oil change, while performing our standard inspection it was determined that her serpentine belt was worn and it was recommended that it be
replacedMs*** authorized Fletcher’s to change the belt and we finished the service. Approximately a week later the vehicle was brought back to Fletcher’s and it was stated that the vehicle was stalling and not running properly, the belts were checked over, and the air intake system was briefly looked atA Fletcher’s technician went for a test drive with the customer and also test drove the vehicle a couple of times by himselfThey were not able to get the vehicle to duplicate the stalling issueAdditionally the vehicle was not registering any check engine codes that would assist in determining what the source of the issue wasDue to the fact that we were not able to duplicate the issue and Ms*** was unable to leave her vehicle for further diagnosis, no invoice or work order was generated for the diagnosis. The Services that have been provided to Ms***: an oil change and the replacement of a serpentine belt are not known to cause the type of issues that Ms*** describes when referring to the vehicle not running properlyThis is the first time Fletcher’s has had the opportunity to work on the vehicle and we have no information on the vehicle’s prior service history. There is no dispute that the vehicle may not be running properly, however due to the limited amount of time that we have had to diagnose the vehicle we have not been able to determine the cause of the issueIf Ms*** is willing to give us enough time to diagnose the vehicle I am sure we can determine the cause of the issueIf it is determined that the cause of the vehicle running improperly is the result of work that has been performed by Fletcher’s then we will certainly take care of the issueOf course if it is determined that the source of the issue is unrelated to work that has been performed by Fletcher’s, we will explain the issue and offer a course of action to fix the problemWe want to assist Ms*** but unfortunately at this time I do not know what is causing the issue therefore I am unable to state the full extent of assistance I can provide without having further informationIt has been determined that the serpentine belt and the oil change services that were provided to Ms*** are not the cause of the current issue therefore I will not be able to honor the request of reimbursement for $153.42, but we are willing to further diagnose the vehicle at no charge to resolve this issue if Ms*** is willing to give Fletcher’s the opportunity to do so. Fletcher’s Customer Service Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1***, 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,
*** ***

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

My complaint has not been about warranty, but rather good workmanship. Fletcher's made an offer to pay for material and all but $50 of labor AFTER I had already had the truck properly repaired at Pat's Precision. An offer of $150 in store credit does not do any good when the workmanship there has proven faulty, at best. It appears Fletcher's took a calculated risk in making no offer to repair the issue when initially broached. 10 cents on the dollar for in store credit is not acceptable compensation for bad workmanship. I remember when the Fletcher's name carried with it honor, not legal warranty speak. My complaint stands.

The offer of 68% proration that has already been presented is the offer that Fletcher's will honor. If this is not acceptable, and you are convinced this is a Manufacturer's Defect Issue the we can contact the Manufacturer and submit a claim on your behalf. Once we send them the inspection report on the tire they will be able to let us know what they are willing to offer. I am able process the claim either through Fletcher's, or as a Manufacturer's claim either option is available to you and are fair resolutions. Please let me know how you would like to proceed.Fletcher's Customer Service

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]

[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 response. The 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 and resolved this issue with the customer directly.Fletcher's Customer Service Dept.