Carefree Bride

RE: Complaint ID#[redacted]
In regard to the complaint filed by Mr. [redacted] The vehicle in question was brought to Fletcher’s on 09/03/2015, the customer requested to have an inspection performed on the front end suspension and tires. Upon performing the inspection. It was recommended to replace a...

minimum of two tires and replace a emissions vent valve due to check engine codes that were present in the system.
The customer elected to have two of the tires and the emissions vent valve replaced and was returned one of the tires that were removed from the vehicle.
The customer states the Fletcher’s replaced the wrong two tires on the vehicle by replacing the best tires and leaving the tires that were the most worn.
At this time there is no information that can be confirmed as fact for this situation. Due to the amount of time since the service has been performed the original inspection report for the tires on the vehicle has been discarded. I have contacted the customer in the attempt to have the vehicle brought in to have a new inspection performed on the tires along with the tire that was returned to the customer to confirm the customers concerns. 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 removal.
I am willing to offer an in store credit (good toward the purchase of any products or services offered) of $106.75 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 account.
Fletcher’s Customer Service Department

I have reached out to the customer and am currently working with them directly to resolve this issue. 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]

Fletcher's has contacted the customer directly and are in the process of resolving this issue.Fletcher's Customer Service Dept.

RE: Complaint ID# [redacted]
In regard to the complaint filed by Mr. [redacted]; I initially spoke with Mr. [redacted] regarding this issue on 11/16/2015. 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 replaced. The 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 system. The 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 loss. Based 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 contaminated. I 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 & Auto. There is only one service that has been performed on the vehicle on 10/29/15 (at 41,352 miles) which was for an oil change and a tire rotation. I 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’s. Additionally the vehicle was seen by a different auto service provider on 11/05/2015 as documented in the Carfax report after the customer stated we were that last shop to service the vehicle.
On 11/19/2015 the customer forwarded copies of the invoices for the brake repairs that had been made on 11/14/2015 (at 42,400 miles). The invoice shows this service was performed 1,048 miles since Fletcher’s had serviced the vehicle; it does not list any information about brake fluid contamination. It also states that the system was flushed and filled with DOT 4 brake fluid. According to the manufacturer’s recommendations for the vehicle the fluid should have been DOT 3 brake fluid. On 11/18/2015 at 42,410 miles the customer had to return back to the same service center to have the brake system replaced. There is also an estimate from 11/18/2015 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

RE: Complaint ID#[redacted]   In regard to Mr. [redacted] concerns with tire wear; Mr. [redacted] originally purchased his tires on 08/01/2013. At that time Fletcher’s installed four P235/60R17 BF Goodrich tires on his vehicle and performed an alignment. BF Goodrich offers a 75,000 mile treadwear...

warranty on this product. At approximately 5,000 miles on 12/28/2013 the vehicle returned to Fletcher’s for routine maintenance at which time the tires were rotated.   On 7/18/2014 at approximately 11,000 miles since the original tire purchase the vehicle returned again for routine maintenance at which time the tires were rotated again.    On 12/20/2014 at approximately 17,000 miles since the original tire purchase and 5,356 miles since the previous service, the vehicle returned for routine maintenance. Upon performing Fletcher’s standard inspection it was noted that the two front tires had abnormal tire wear noting outer edges of the tires were worn. It was also noted that tires had 26lbs of pressure which indicated low air pressure for this vehicle; the manufacturer recommends 35lbs of air pressure for all four tires. It was also noted at this time that there was not a T.P.M.S. light (Tire Pressure Monitoring System standard equipment on all vehicles 2008 models and newer for all manufacturers) was not present on the dash warning cluster which would have alerted the customer to the low air pressure in their tires. It was further recommended that the customer take the vehicle to the dealership to have the T.P.M.S. system diagnosed to determine why it had not alerted the customer to the low air pressure in the tires.   On 6/3/2015 the vehicle returned for its next scheduled maintenance. Upon inspection it was recommended that the tires be replaced due to continued outer edge wear on the tires. It was also recommended that an alignment be performed on the vehicle. The customer did not elect to have any of the services performed on the vehicle that Fletcher’s had recommended at this time.   On 8/1/2015 the customer returned to Fletcher’s stating that he believed the tires to be defective, he stated that he had taken the vehicle to the dealership and they confirmed the alignment was within manufacturers specification for the vehicle. Fletcher’s put the vehicle on the alignment rack and confirmed that the alignment was within the proper specifications for the vehicle. The tread depths were taken on all four tires (tread depths are measured as 32nds of an inch and are taken at 3 points across the tread of the tire; outer edge, middle and inner edge) the Right Front tire had a tread depth of; 0/32nds at outer edge, 5/32nds at middle, and 6/32nds on the inner edge. The Left Front tire had similar wear with a tread depth of; 0/32nds at outer edge, 4/32nds at middle, and 5/32nds on the inner edge. This wear pattern suggests that at some point during the life of these tires there had been an alignment issue or other similar mechanical related issue. The inner tread on the two Front tires at 5/32nds and 6/32nds of an inch of tread is consistent with the wear pattern on the rear tires which were gauged at; Left Rear 6 outer, 7 middle, 6 inner and the Right Rear at 7 outer, 6 middle, 7 outer and indicates that the outer edges of the two front tires made the most contact with the road surface causing excessive wear. Additionally previously driving on the tire with low air pressure can also cause accelerated tire wear. On this most recent visit the has requested that Fletcher’s replace the tires as a Manufacturers Defect Warranty, however the current state of the tire does not indicate that there is a Manufacturer’s Defect on any of the four tires. Based on the current wear of the tires we have offered the customer a 68% proration to replace the two front tires. This is a good will adjustment as there is not a Manufacturers issue with the tires and cannot be processed as such. The customer has declined the proration that has been offered.   At this time the 68% proration on the two front tires is the best that Fletcher’s can offer the customer.          This is an unfortunate situation for the customer, which is why we have authorized the proration however the current state of the tires is not the fault of Fletcher’s Tire & Auto. If this is an acceptable solution we can proceed with ordering the replacement tires and scheduling an installation date.     Fletcher’s Customer Service Department

RE: Complaint ID#10937734
In regard to Ms. [redacted] concerns;...

the Fletcher’s Customer Service Department attempted to contact the customer on 11/22/2015 at approximately 9:18 AM after receiving the initial complaint notification. A message was left for the customer, requesting correspondence in order to obtain the necessary information to resolve this issue.
The customers rebuttal was “I have yet to hear from this establishment. I would like to continue on with the complaint process.”
In order to proceed in resolving this complaint I will need to obtain any and or all documentation that the customer has supporting the claims of services not provided and alleged vandalism. Please provide any and all supporting information so I can assist in resolving this complaint or feel free to contact the Fletcher’s Customer Service Department to proceed with this resolution.
Fletcher’s Customer Service Department

I have been in contact with Mr. [redacted]; we have made arrangements to have the struts in question brought to one of our locations this weekend to be inspected. Once the inspection has been performed on the struts we will have a better understanding of what will be required to resolve this issue for Mr....

[redacted].
Fletcher’s Customer Service Dept.

An agreement has been reached with Fletcher’s management and a relative of the customer to resolve this issue. As of 3/12/2016 two new wheels have been installed on the customers vehicle. The customer and or customers relative have also been informed that the Tire Pressure sensors should reset themselves after a short period of driving. If 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.

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 tire wear; Mr. [redacted] originally purchased his tires on 10/26/2013. At that time Fletcher’s installed four P245/35ZR20 Toyo Proxes 4 Plus tires on his vehicle and performed an alignment. Toyo offers a 50,000 mile tread wear...

warranty on this product. Fletcher’s did not perform any maintenance (including routine recommended maintenance such as tire rotations) on the customer’s vehicle until 4/04/2015. 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 maintenance. The 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’s. We did not see the vehicle again until the customer brought the vehicle in on 7/20/2015 stating that his tires were worn and requested an inspection. At 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 issue. The customer claims that the most recent alignment performed by Fletcher’s is the reason his tires have worn prematurely. The customer’s vehicle was put on the alignment rack to check for any alignment issue. The only issue was a slight variance in the left front camber of 0.2 degrees. This 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 tolerance. A 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 message. The 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 tires. The right side tires have exposed steel cords due to this separation issue and it was recommended not to drive the vehicle in its current state. We have recommended replacing the tires. The customer declined and decided to come and pick up the vehicle against our recommendations. The customer has put 43,178 miles on the vehicle at time of inspection, since the original purchase of the tires; the tires are rated for 50,000 miles as listed by the manufacturer. Based on the current wear of the tires the customer has used 86% of the manufacturer’s 50,000 mile warranty. This means that there is 14% of tire life that the customer was not able to use. At the original purchase price of $143.67 per tire a 14% proration would be $20.11 per tire. This would be the current proration due to the customer on the purchase of new tires. For four tires it amounts to a discount total of $80.44 off of the total purchase price off of four new tires. We have already extended this proration to the customer and he has declined the offer. I am willing to round up to a 15% proration which will increase the customers discount to $21.55 per tire for a total of $86.20 off of a set of four tires. Additionally I will extend our friends and family installation rate of $13 per tire to the customer. This 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 & Auto. If this is an acceptable solution we can proceed with the customer selecting a new tire to have installed on the vehicle. I 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

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

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 hoses. When 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 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 $3,200. 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.

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

: Complaint ID#[redacted]  The customer brought his vehicle in on Saturday 7/16/2016 to have new tires installed. Fletcher’s installed the tires and performed an alignment. The technician then test drove the vehicle, parked the vehicle by the front door and proceeded to cash out the...

customer.  The customer went outside to leave and the truck cranked over but would not start.  The Technician proceeded to remove the air intake tube and squirted some cleaning fluid into the intake (to provide an alternate fuel source) the vehicle immediately started.  He then advised the customer that  it was most likely a bad fuel ump and that we would need to diagnose it to be certain.  The customer requested and received a quote for the fuel pump replacement.  Upon reviewing the quote the customer gave Fletcher’s authorization to proceed with the fuel pump replacement if the diagnosis determined it was in need of repair.  The technician performed a fuel pressure test, the vehicle had zero fuel pressure, next we proceeded to check for power and ground at the fuel pump module, the fuel pump had both power and ground indicating the fuel pump should have been running, but it was not.  The fuel tank was dropped loose from the vehicle and the fuel pump was replaced with a new Delphi pump that was purchased from [redacted] Automotive.  Upon inquiring with the technician if the fuel pump relay had been replaced, it had not been included in the original quote to customer, Management then advised the technician install a new fuel pump relay (this is done because a fuel pump failure can cause the fuel pump relay to fail and can lead to further issues with the fuel pump). The fuel pump relay was replaced at no additional charge to the customer due to failure on our part to include it in the original quote. The vehicle was then test drove and the customer was contacted and informed that the service was completed, and later paid for the service and picked up the vehicle.   Monday morning upon management arriving  at the shop the customer was waiting in the parking lot. He asked where we purchase our parts from, and then stated that we did not put a new fuel pump in the vehicle because he could see the top of it from under the vehicle and it looked dirty. Store management informed the customer that we did in fact replace his fuel pump, and offered to remove the fuel tank on the spot, for the customer to see the new fuel pump. The customer declined to allow us to prove to him the fuel pump had been replaced, stating he didn't have time for that and wanted a full refund. The customer was informed by management that he would not be provided a reimbursement for the purchase of the fuel pump. The customer was showed the fuel pump that was removed from the vehicle, but he insisted that it wasn't his, but then requested to take his old fuel pump with him.  Fletcher’s continued to offer to lower the tank to prove it was a new pump and he continued to say he didn't have time.  The customer then contacted the Fletcher’s Customer Service Department by email stating that he had a Fleet account with Fletcher’s and had an issue with service provided to one of his Fleet vehicles (the customer does not have and has not applied for a Fleet account, this has been verified by the Fletcher’s Fleet Manager). Upon contacting the customer back, he stated that he wanted a full refund for his purchase, stating that he wanted to start a Fleet account for his business and that he knew that there had been an issue involving the Attorney General’s Office in 2013 and he felt it was in Fletcher’s best interest to provide the reimbursement that he had requested or he would seek legal action. Upon speaking with the store management regarding the service provided to the customer, I inquired as to how the vehicle was running currently, and was informed by the customer that the vehicle was running fine. I again inquired with the customer why he would not allow Fletcher’s staff to pull the fuel tank to prove that a new fuel pump had been installed. The customer stated the he did not have the time for this and that he no longer trusted Fletcher’s. The customer then stated the he felt he should receive something free, he requested free services or in store credit for future purchasing. The customer was informed that if he refused to allow Fletcher’s to provide proof that the fuel pump had been installed then there was nothing further to discuss. The customer was informed that this is not the manner in which Fletcher’s wanted to start a business relationship with a customer, with threats of Attorney General complaints , and legal action. The customer was informed that beyond warranty service for the fuel pump that had been installed by Fletcher’s it was recommended that he find a different automotive service provider for any future servicing needed. The customer has been provided a copy of the invoice for the fuel pump that Fletcher’s purchased from [redacted] Automotive for replacement in the vehicle.    Fletcher’s will not provide a reimbursement for the service based on the customer stating that he looked under the vehicle and the top of the fuel pump looked dirty. Fletcher’s feels that this is an attempt by the customer to elicit a response based on the customers actions that will provide a monetary gain for the customer with no basis or merit. The facts are that Fletcher’s has installed a fuel pump in the customers vehicle. The customer has not provided any factual information to contradict this because there is none, which is why he refuses to allow the fuel tank to be pulled for a visual confirmation of the fuel pump. I have provided all supporting documentation. Fletcher’s Customer Service Dept.

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

I have contacted the customer directly to resolve this issue. We have agreed on a resolution and this issue should be considered resolved.Fletcher's Customer Service Department

RE: Complaint ID# [redacted]
The customer has been contacted by the store Manager and was given a reimbursement on 7/15/2015. This issue should be considered resolved. I have included a copy of the invoice as an attachment.
Thank you,
Fletcher’s Customer Service Dept.

Good Day;  That is an unacceptable response.  The car was taken to have struts and oil change.  There was no engine problem prior to going to shop.  The damage must  have been so severe to fail in less then 15 miles from leaving the shop.  The idea of putting a $3200 motor in a car with a book value like that is absurd.  Since I attempted to resolve this matter with both the store manager and the company management to no avail I am left with having to handling this matter thru the court system.

I have already been in contact with [redacted]; I am aware of her situation and we are in the process of getting the parts needed to replace the sensors that [redacted] is referring to. As soon as the parts arrive the Zone Manager for that area will be contacting [redacted] to schedule an...

appointment time to have the work performed. This issue should be resolved soon.
Fletcher’s Customer Service Dept.