Cowan Costumes

The customer contacted us prior to filing this complaint and we have reached an agreement

The customer purchased *** *** tires from us on September 8, for his *** ** at that time the vehicle had 12,miles on the vehicle. When we install the tires we advise the customers that they have lifetime balancing, lifetime alignment checks, lifetime tire
rotation and lifetime flat repairs. We did not see the customer until he came back over year later on September 15, 2015, with over 12,miles on his tires. He never came in for a tire rotation, rebalance or alignment check from the time that he purchased the tires until he came in on September 15th. When he came in he brought in the rim with the sidewall attached to it, the other part of the tire had been cut off the tire from riding on the flat tire. The blow out as the customer states could have come from driving on a tire with low tire pressure, or from hitting a pot hole, curb, even going over rail road tracks. If the customer had purchased the Total Tire Protection Promise that we offer we could have covered the tire under a road hazard warranty, but since he did not purchase this, the customer has to deal with Continental and the warranty that they provide on the tire. For Continental to cover any warranty, he has to show that he maintained his tires properly, making sure that the tires were properly inflated and had the correct tire pressure in the tires, the vehicle was in alignment, the tires were rotated every 6,to 8,miles. The customer should contact Continental Customer Service at ###-###-#### they are available from 8:30a to 5:30p EDT Monday through FridayI have also attached to this the Passenger and Light Truck Tire Limited Warranty and Adjustment Policy for the customer

[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 is satisfactory to me. I have had the work done at a local garage *** *** *** I can supply bill if you like, I will settle for the warranty and a free high mileage oil changeI can stop in with a copy of the alignment so you have it on file
Regards,
*** ***

All adjustments for tire tread wear are warranted through the manufacturer.  So when a customer comes to us with a problem with not getting the mileage that the manufacturer stated...

that they should get, we have to take measurements of the tires, advise of rotations and alignments that were done, and the mileage that they got from the tires.Again, we are sorry that the customer was not happy with the adjustment that was being offered by [redacted], but there is nothing that we can do to override their decision. The customer did state that he went elsewhere and got tires at a better price even with the adjustment that [redacted] was offering, so I am not sure what he is looking for from us.

This is being handled by our insurance company.  We follow their advise on matters of this nature and if they have denied the claim then we would accept their decision. Regards,Robin DonnellyCustomer Experience AdministratorJack Williams Tire and Auto Service Centers1-800-833-5051 extension 7197

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:I had sent the pictures in to Jack Williams Tire Insurance Carrier. After I have received the rejection e-mail I have spent several days going to body shops and recently a car dealership, all of which confirmed that it was due to improper lifting. I had contacted their insurance carrier with all of the information and evidence that contradicts their denial letter. I am a firm believer in integrity and have recently contacted my insurance aswel to investigate this matter. This is totally unreasonable and uncalled for to never have their insurance carrier send an adjuster to look at the damage And base everything solely on the account of the individual responsible. Along with the inconsistencies in their denial letter and the overwhelming evidence that I have accumulated, I will continue to take this matter as far as possible. Integrity and Trust are values I have cherished my entire life and will continue to do so, even if they have not been reflected back to me.
Regards,
[redacted]

I have left a message for [redacted] and also followed up with an email to him stating that I have contacted our [redacted] Rep for them to look into this complaint at their end, I did hear back from our rep stating “My records show that we received his information on 2/24/16 and Printed his check...

on 3/7/16. I am having my Manager check the bank records to see if the check has been cashed. I will get back to you as soon as I know.” I have also put in a check request to have a check come directly from Jack Williams to [redacted] for $70. In the event that he gets both checks, that is fine with me as he should never have to wait this long and go through this much aggravation to get his rebate. I do apologize for the inconvenience that we have caused him and hopes that this will satisfy his complaint. If you need anything further from me please do not hesitate to let me know.  Regards,Robin D[redacted]Jack Williams Tire Co., IncCustomer Experience Administrator

I do see where the customer came into our Pottsville location on Thursday June 16, 2016 for a tire rotation, an oil change, new wiper blades and to have his rotors resurfaced.  Our procedure is that prior to having any service done to the vehicle and after we pull the vehicle out of the...

shop the technician takes a walk around the vehicle, making notes of any scratches, scrapes, dings and dents and any other visible damage to the vehicle.  We did note on the work order that there was scuffs on the wheels, but that is all that was mentioned by the technician.Once we learned of the incident, we filed a report with our insurance company.  I have attached a copy of the letter of denial from [redacted].After their investigation they felt that we did not cause the damage to the customers vehicle.If the insurance company is stating that we are not liable for the damage, I don't see how he can expect us to pay for the damage that he stated that we caused.I have attached the copy of the letter of denial that he received from our insurance company.Please do not hesitate to contact me with any other questions or concerns regarding this matter.Regards,Robin D[redacted]Jack Williams Customer Experience Administrator[redacted]@jwtire.com[redacted]

[redacted] we are so very sorry about the problem with your lug nuts when you came into our shop for a tire rotation.  We processed a check request to reimburse you for the work you had done at another location on Friday August 19, 2016.  Your check was put in the mail on Monday August 22,...

2016.  If you have not received your check yet please do not hesitate to contact me directly at ###-###-####.Regards,Robin D[redacted]Customer Experience AdministratorJack Williams Tire and Auto Service Centers

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  I am not rejecting this latest response, I am answering the question asked by it.  I am not "looking for" anything from Williams company anymore, my last correspondence was to set the record straight for anyone who reads this complaint.  The previous response from Williams indicated that I under-inflated their tires when in fact THEY lowered the tire pressure, causing the greater wear to the outside edges of the treads; they also indicated that the tires failed because of faulty wheel alignment, though they made no attempt to check that alignment.  When I took the truck to their competitor, they checked the alignment and said it was perfect, needed no adjustment at all.  So I guess I just want it on the record that Williams sold me tires that were warranted for 70,000 miles, they only lasted 27,000 miles, and neither Williams nor the manufacturer ([redacted]) made things right.  As far as I am concerned, this should be the end of the discussion.  
Regards,
[redacted]

The customer came into our Moosic location on May 5, 2016 with his 2001 [redacted] for an emission inspection, PA safety inspection and an oil change, not April 15, 2016 as is stated in the complaint.We did the oil change, and then started the inspection process. The first thing that you do is...

the emission inspection – the vehicle passed the emissions portion of the inspection. We then started the PA safety inspection – we found that the frame was rusted and rotted; this would have to be taken to a body shop to be fixed. We also found that the right rear tail light assembly with circuit board and pigtail was needed, we advised that he needed 2 tires, he also needed new studs and lug nuts on his left rear wheel, and he also needed 2 rear struts with springs, and we suggested an alignment.
We also advised him that he would need the following items soon – but were not required for state inspection – 2 more tires, so he would have a new set of 4 - Front brakes (pads and rotors) and a brake flush – his rack and pinion was leaking and we also suggested a power steering flush, we also informed him that his serpentine belt should be replaced as it was cracking.
When we told the customer about the work that needed to be done, via phone, as he was not in our waiting room at the time, and that we could not put an inspection sticker on the vehicle, he said that he needed this vehicle for work as it is his only means of transportation, so it needs to be fixed. He agreed to have all the work done even the work that we just suggested, and did not have anything to do with the PA safety inspection. The customer even asked us about body shops that we could recommend to have the frame fixed. When the customer’s mother contacted us on Monday June 20, 2016 at 11:13p, see the attached documents with her contact. I called and emailed her the following day June 21st , I got no response to either, on Wednesday June 22nd I called again, a few hours later I got a call back from the customer’s mother. I asked to speak to the customer as I had some questions in regarding the differences in the accounts of what happened (customer was not in the store vs. customer was in the store and we kept coming out with items that needed to be fixed, us telling him upfront before we started the repairs that we could not pass the vehicle for the Safety Inspection because of the frame rot and he had asked us for names of body shops that we would suggest to do the work, he also asked us about how much it would cost to do the work – not doing this type of work we advised that we did not know). I was told that I could not speak to him as I would put words in his mouth and turn the whole incident around. I just wanted to hear from the customer first hand as his mother was not involved in any of the conversations with our staff and her son. I found out that the [redacted] was at another garage, getting a second opinion. I asked if we could see the vehicle to see if we could settle the complaint. The customer’s mother agreed to this and we went to the garage to get the vehicle towed to our Dickson City location, when we got to the garage we were advised they could not release the vehicle until we paid a storage charge of $50 which we did – we also paid the tow bill to tow the vehicle to our garage – and then again tow the vehicle to a car dealer that the customer’s mother was dealing with to trade in the vehicle. All in total we paid $215 in storage and towing (bills are attached).
When we looked at the vehicle and asked what we could do to settle the complaint the customer’s mother stated that she would like to be reimbursed for the labor $549, since we paid the storage bill for the vehicle we agreed on $500. The customer’s mother agreed to this amount, we then advised that we would submit a check request.I would just like to say again, that the customer agreed to have all the work completed, even the work that was not needed to pass inspection, this was done with the customer over the phone he was not sitting in our waiting room as was stated in this complaint, which was written by the customer’s mother, we have never heard from the customer only his mother, and the total of the bill was $2,425.13 not $3,000.We have the $500 check and we contacted the customer’s mother as we are confused as to why now a complaint to the Revdex.com and looking for $3,000.
We came to an agreement with the customer’s mother and she accepted our offer. At that point we felt that the complaint was closed.

We keep going back and forth on this.  There is not going to be a refund on the shocks, and he was advised that if he replaced the tires he would not have the noise.

[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 is satisfactory to me.  I received the check today.  It's a shame it took contacting the Revdex.com to receive an answer from Jack Williams on my reimbursement.  Thank you Revdex.com! Regards,
[redacted]

From: [redacted] <[redacted].com>Date: Mon, Aug 14, 2017 at 6:50 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>there not going to do anything about it and I don't have the money to fight big business...so oh well I guess they will go ripper people off

Revdex.com:
 These are the words directly from the mechanic:"The tie rod was in the wrong orientation.  The clamp on the right inner tie rod end was installed rotated straight forward so that the bolt and nut of the clamp was facing directly forward and was crashing into the idler arm. This was evident by wear marks apparent in the steel of the bolt and nut and the idler arm, cauaing dam age to the pieces. That was the loud banging noise you were hearing. We loosened the bolt, rotated the clamp 180* , recentered the two tie rod ends so that their travel wouldn't bind and retightened the clamp in it's proper, rearward location."Please pass this along to Jack Williams and their horrible, uneducated mechanical staff.I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is somewhat satisfactory to me, as I do not see them doing any better than this. While I wish they would ALSO repay me for TOWING AND LOSS OF WAGES. It will be fully satisfactory when they repay those things and get proper mechanics.
Regards,
[redacted]

I do show that the customer came into our shop for a flat repair on 10/20/2015.  I am asking that the customer come back into the shop or to any Jack Williams Tire and Auto Service Center with the receipts from the tires that they purchased from [redacted] and [redacted], we will be able to match...

tires on the invoices with DOT numbers and see if any tires are missing.  Mistakes do happen and if we did make a mistake and put a wrong tire on the vehicle we will make every effort to correct the situation.  The customer can go to our website to see a list of locations if they do not want to come back into the same location, our website is www.jackwilliams.com/locations We look forward to seeing the customer again and clearing up this problem.Regards,Robin D[redacted]Customer Experience AdministratorJack Williams Tire and Auto Service Centers

I am sorry that they did not tell you up front that if your vehicle was out of alignment that it could affect the warranty of your tires.  I doubt that any store would tell you this. As a sign of goodwill - I am offering to you a free alignment.  This is a one time courtesy that we will align your vehicle so you have proof that your vehicle was aligned soon after the tires were installed.Please know that the mfg can ask for additional proof of alignments and rotations as shown in the information that I sent you, if you file a claim with them for the tread wear of the tires.If you choose to accept this offer of a free alignment, please call Customer Service at ###-###-####, so we can set up this appointment.I do hope that this will satisfy your complaint.Regards,Robin D[redacted]Jack Williams Tire Customer Experience Administrator

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: This business failed to honor the manufacturer's warranty and did not disclose their Company policy in regards to the tire warranty. The company should be  held accountable for deceptive consumer practices.
Regards,
[redacted]

When the customer came in he asked us to check out a thumping noise that he heard when he was driving.  We did an evaluation on the vehicle and came up with the following items that needed to be addressed:When we looked at his rear tires we saw that they were choppy, we advised the...

customer that this is what is causing the thumping that he hears in the rear of his vehicle and the only way to get rid of the thumping noise would be to replace the tires.  When tires become chopped it is nearly always caused by worn or misaligned suspension parts.  In this customers case it was his shocks that were worn, we advised him of the worn shocks and that we also saw that he needed brakes.  The customer advised that he would not replace the tires at this time, but we could replace the shocks and his rear brakes.We did give him a quote of $750.00, not including tax or shop supplies, to do the work, when we were billing him out the price was higher by almost $100 as a result of not adding in the rotors and a miscalculation of the tax.  We corrected our mistake and he was billed out.I have attached the invoice to show that we came in under our quote of $750.00 - his subtotal was $727.94 - shop supplies were $39.73 - to compensate for our error in billing the first time we gave him a 5% discount of $31.00 - state tax is 44.21 with a total of $780.00.We performed work that the customer approved, he declined to replace the tires which would get rid of the noise.

Both the store and myself have tried to contact the customer to get additional information to try and settle this.  We have not heard back from the customer.The vehicle was not "overfilled" with oil - this vehicle calls for 6.9 quarts of oil and that is what was put in the vehicle.  The...

reason that the tech brought the vehicle back into the shop was that when he was draining the oil from the vehicle he noticed that the valve cover gaskets where leaking, he told the mgr about this and the vehicle was brought back in to wipe them down and recheck this so they could bring this to the customers attention.We ask that the customer send in copies of invoices showing the repairs were done to the vehicle.  Without any type of documentation we can not issue any refund.Customer Service is available from 8a to 4:30p Monday - Friday if the customer has any questions, she can call [redacted] Regards,Robin D[redacted]
[redacted]
[redacted]