Crescent Heights Tire Service

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I must respond in kind. I was never demanding, loud, or enragedI mentioned my grandson once asthat is what he told me was his experience with a broken studNo one else has touched those studs but Crescent Heightsand broke one last time I was there for tire rotation as well. My car is Honda with low miles so the wear and tear issueisn't accurateBeing a business owner myself before, I simply thought it would be good business to address an unhappy loyalcustomer. I do not blame the technician (***) who did the repair. He didn't break it. I guess they have enough businessto let me go

We are in receipt of your letter with complaint as indicated above I apologize for not getting this to you sooner; however, I have been away from the garage for over thirty days due to illness of my husband I just returned and this letter was on my desk.I discussed this with my son,
*** ***, who is the owner of Crescent Heights Auto Service, Incas well as the technician who worked with Ms*** Ms.*** is correct that the stud broke; however, the wear and tear on same is normally what causes the problem This particular stud takes 1/hours to remove and install a new one This was discussed with her and she became very demanding in her wants and continually said her grandson was a master mechanic and he indicated we had to have broken the stud by handling same roughly The tech tried to explain to her what happened and she again became loud and told him she had a disorder which prevented her from being able to sit and wait; she then asked if we could take her to the gym while it was being worked on and we did At 12:she called and asked that she be picked up She was told that everyone was at lunch until 1:p.mand as soon as they returned someone would come and pick her up She again became enraged about having to wait After 1:p.mshe was picked up and brought back to the garage where she continued to As indicated earlier the technician working with her tried to explain everything to her including how and why the stud broke He did nothing to cause itWe had no control over any of this and feel we did everything we could under the circumstances We of course did not charge her for the stud and only charged one hour labor instead of the 1/ The tech indicated he felt he went out of his way on everything for her and did all he could do to try and satisfy her.We deeply regret that this happened However, we stand behind our employee and feel Ms*** was treated as fairly as she could be under these conditions We appreciate being able to respond to this.*** ** ***

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I must respond in kind. I was never demanding, loud, or enragedI mentioned my grandson once asthat is what he told me was his experience with a broken studNo one else has touched those studs but Crescent Heightsand broke one last time I was there for tire rotation as well. My car is Honda with low miles so the wear and tear issueisn't accurateBeing a business owner myself before, I simply thought it would be good business to address an unhappy loyalcustomer. I do not blame the technician (***) who did the repair. He didn't break it. I guess they have enough businessto let me go

We are in receipt of your letter with complaint as indicated above I apologize for not getting this to you sooner; however, I have been away from the garage for over thirty days due to illness of my husband I just returned and this letter was on my desk.I discussed this with my son,
*** ***, who is the owner of Crescent Heights Auto Service, Incas well as the technician who worked with Ms*** Ms.*** is correct that the stud broke; however, the wear and tear on same is normally what causes the problem This particular stud takes 1/hours to remove and install a new one This was discussed with her and she became very demanding in her wants and continually said her grandson was a master mechanic and he indicated we had to have broken the stud by handling same roughly The tech tried to explain to her what happened and she again became loud and told him she had a disorder which prevented her from being able to sit and wait; she then asked if we could take her to the gym while it was being worked on and we did At 12:she called and asked that she be picked up She was told that everyone was at lunch until 1:p.mand as soon as they returned someone would come and pick her up She again became enraged about having to wait After 1:p.mshe was picked up and brought back to the garage where she continued to As indicated earlier the technician working with her tried to explain everything to her including how and why the stud broke He did nothing to cause itWe had no control over any of this and feel we did everything we could under the circumstances We of course did not charge her for the stud and only charged one hour labor instead of the 1/ The tech indicated he felt he went out of his way on everything for her and did all he could do to try and satisfy her.We deeply regret that this happened However, we stand behind our employee and feel Ms*** was treated as fairly as she could be under these conditions We appreciate being able to respond to this.*** ** ***

Review: I have been a customer of this establishment for 25 + years. I went there after running over a rock that destroyed one tire. They informed me that I would have to buy 4 since I had all wheel drive which I confirmed to be true. My previous visit there they had told me they broke a tire stud while rotating my tires. On this visit when purchasing four new tires on a 2014 Honda crv they said they broke another one but this time on the front which would requires 2 hours labor at $85 an hour. I do not feel I should pay for something they broke. I checked on line, with dealership, and with 2 other mechanics and all concurred they would replace the tire stud if they broke it. I waited for two hours and had to leave and they said they had to go get a special tool. I expressed my opinion and told girl at front desk to check with owner.

She said he said it was a wearable item and and they would still charge me. I paid for one hour labor and let everyone know how I felt but no one cared. It seems a loyal customer means nothing these days and I will shout from the rooftops to everyone I know of how I was treated. In my opinion they might as well reached into my purse and stole my money. If I broke anything in this world I would replace it.

P.S They took me to the gym after waiting two hours and said to call when I was ready to come back. When I called for my ride back they said everyone was at lunch and I would have to wait. That piece of information would have been valuable before they dropped me off.

Of all the research I've done on this issue the unanimous decision on breaking a tire stud if caused by overtightening with power tool or cross threading neither of which is my fault. Shame on you crescent heights. Shame on youDesired Settlement: I want my $85 back. Period

Business

Response:

We are in receipt of your letter with complaint as indicated above. I apologize for not getting this to you sooner; however, I have been away from the garage for over thirty days due to illness of my husband. I just returned and this letter was on my desk.I discussed this with my son, [redacted], who is the owner of Crescent Heights Auto Service, Inc. as well as the technician who worked with Ms. [redacted]. Ms.[redacted] is correct that the stud broke; however, the normal wear and tear on same is normally what causes the problem. This particular stud takes 2 1/2 hours to remove and install a new one. This was discussed with her and she became very demanding in her wants and continually said her grandson was a master mechanic and he indicated we had to have broken the stud by handling same roughly. The tech tried to explain to her what happened and she again became loud and told him she had a disorder which prevented her from being able to sit and wait; she then asked if we could take her to the gym while it was being worked on and we did. At 12:45 she called and asked that she be picked up. She was told that everyone was at lunch until 1:00 p.m. and as soon as they returned someone would come and pick her up. She again became enraged about having to wait. After 1:00 p.m. she was picked up and brought back to the garage where she continued to As indicated earlier the technician working with her tried to explain everything to her including how and why the stud broke. He did nothing to cause it. We had no control over any of this and feel we did everything we could under the circumstances. We of course did not charge her for the stud and only charged one hour labor instead of the 2 1/2. The tech indicated he felt he went out of his way on everything for her and did all he could do to try and satisfy her.We deeply regret that this happened. However, we stand behind our employee and feel Ms. [redacted] was treated as fairly as she could be under these conditions. We appreciate being able to respond to this.[redacted]

Consumer

Response:

I have reviewed the response offer 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,

I must respond in kind. I was never demanding, loud, or enraged. I mentioned my grandson once asthat is what he told me was his experience with a broken stud. No one else has touched those studs but Crescent Heightsand broke one last time I was there for tire rotation as well. My car is 2014 Honda with low miles so the wear and tear issueisn't accurate. Being a business owner myself before, I simply thought it would be good business to address an unhappy loyalcustomer. I do not blame the technician ([redacted]) who did the repair. He didn't break it. I guess they have enough businessto let me go.