Carefree Bride

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.

I have yet to hear from this establishment. I would like to continue on with the complaint process. Thank you

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]

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:
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.
The response is not convincing. When only 2 tires out of 4 wear out completely after about 17000 miles, it only means these 2 tires are defected. If it had to do with the low pressure or if the car had a problem, assuming that the tire rotation has been done as claimed, all 4 tires should wear out. The rear tires are still in excellent condition while the other 2 are completely gone. My cousin has a Toyota Seinna 2011, exactly like mine. He bought 4 tires from Fletcher's. The are still great after 40,000 miles. Fletcher's manager has the record and he knows I am providing accurate data. I am very surprised that he is still arguing about it. The only acceptable response is to replace the 2 tires for free or refund the total purchase price of the 2 tires.
Regards,
[redacted]

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

contacted Dave at [redacted] to ask for the car parts in question. Dave 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 call. It's been a week.
Regards,
[redacted]

RE: Complaint ID#10973395
I have spoken with Mr. [redacted] and I understand his frustration with this situation, however due to the fact that the repairs have already been made to the vehicle by another automotive service provider there is nothing further Fletcher’s can do to rectify this situation.
My original offer of the goodwill gesture to give the customer a $150 in store credit to use toward future purchases stands.
Fletcher’s Customer Service Department

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 issue. It was determined that the A/C compressor was not operating properly and needed to be replaced. The customer was given a price to perform this service and declined, stating that our price was too high. As a courtesy, we informed the customer if he wanted to purchase their own compressor we would install it for him. The customer purchased his own compressor and had this service performed on 6/24/2015. 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 start. This was repaired for the customer at no charge. It 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 required. The customer approved the recommendations and Fletcher’s performed the service. The invoice amount for this service was $351.33.    On 7/1/2015 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 button. The customer approved the recommendations and the services were completed. On this service the customer was provided a 36-month parts and labor warranty for $59.95 and was also given a $140 discount off of the total price. The invoice total for this service was $699.62    When the customer came in to pick up the vehicle on 7/2/2015, the total amount for the two invoices was $1,050.95. 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 pricing. The store management negotiated a customer satisfaction discount of $300 off of the total amount for the two invoices and the customer agreed to pay the remaining amount of $750.95. 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 gesture. On 7/10/2015 the customer returned with a knock sensor that he had purchased and Fletcher’s installed it at no charge as promised. The customer also stated that the A/C was blowing warm so we performed an evacuation and recharge of the A/C system under warranty. As to the customers complaints regarding Fletcher’s Shop Supply charges, and Fletcher’s [redacted]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 office. I 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 response. The 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 requests. At this time I am not able to honor the customer’s request for reimbursement of the disputed amount of $744.62. Please let me know how you would like to proceed.  Fletcher’s Customer Service Department

RE: Complaint ID#[redacted]In regard to Ms. S[redacted] concerns with brake servicing provided by Fletcher’s; Ms. S[redacted] brought her vehicle to Fletcher’s on 9/28/2015 for a standard brake service. This standard brake service consists of replacing the front brake pads, machining the front rotors and test...

driving the vehicle before and after the brake service. The vehicle underwent a standard inspection and it was noted that the vehicle had a check engine code that was identified as a P0301 cylinder one misfire code. This information was provided to the customer on the invoice. In addition to the documentation on the invoice it was also verbally conveyed to Ms. S[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 replaced. Ms. S[redacted] did not elect to have any of the recommendations addressed on this service.On 10/02/2015 Ms. S[redacted] returned the vehicle to Fletcher’s stating that the brakes were staying applied while driving. Upon inspecting the vehicle it noted that the vehicle had been driven 297 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 applied. Upon 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 rotors. We recommended that the customer replace the brake booster and the master cylinder. We also warrantied the brake pads and replaced them with new pads and machined the rotors. It is unknown at this time if the brake calipers were overheated to a point that replacement is recommended. During this process the customer declined to speak with us about the situation requesting that we relay all information through an acquaintance of hers. After 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 performed. I 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 leaking. The 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 days. The customer declined and had her acquaintance contact me. He 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 work. He was informed that in an attempt to assist the customer we were willing to extend a reduced labor rate $85 per hour  (regular rate is $115 per hour) for the recommended 2.4 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 manager. The 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

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

[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 have reached out to the customer directly, I am currently reviewing the customers information to determine what can be done to resolve this issue.

RE: Complaint ID#[redacted]
The situation is unfortunate, however Fletcher’s cannot be held responsible for what happens to the vehicle while it is in the customers possesion whether or not the customer has knowledge of those actions. As previously stated, 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 vehicle. Without 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’s. There is nothing further that Fletcher’s can do to assist this customer.

Fletcher’s Customer Service Department

[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]

We will contact the customer directly to resolve this issue.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.Fletchers never called like they said they would . I need them to call my daughter, I am English as a second language. Her name is [redacted] ###-###-####. I would like a call soon so this can be resolved. Or I would accept a partial credit for the oil change, or gift certificate for the difference. if you are unwilling to change the gift card terms that were not disclosed to us, at least be fair and do that.
[redacted]

I have reached out to the customer directly about this issue. An agreement has been reached regarding this issue, please consider this matter resolved.Fletcher's Customer Service Dept.

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 changed. The 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 away. The shop changed the tires which were not required to be changed and charged me approximately $ 265.00 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]

RE: Complaint ID#[redacted]
In rebuttal to Ms. S[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 Ms. S[redacted] on the invoice which she signed acknowledging the work performed on her vehicle. I 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 Ms. S[redacted] with the information that we have stated, whether or not Ms. S[redacted] chooses to acknowledge it.
This is an unfortunate situation and I understand this can be frustrating, however as Ms. S[redacted] has already stated, had she known there was an existing issue with the brake booster she would not have driven the vehicle. The 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 booster. I am willing to extend a reduced labor rate $78 per hour for the recommended 2.4 hours of labor called for to replace the brake master cylinder and brake booster if Ms. S[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’s. This is a further reduced rate from the original offer of $85 per hour. The 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

I was never told on the first visit it was coil pack but on the second visit after the truck stopped running on day 3. The gentleman that bought my truck took it in without my knowledge to try to use my warranty. I did not know until after that he brought it in. He's the one that took it apart not me. I understand that they "tried" to fix it but I don't feel they diagnosed it correctly in the first place. Oh well it is what it is. I just know to never go back!