Crum & Forster Insurance of Hawaii

We stand by our original statement Thank you for your attention in this matter Tire Source

I am in receipt of your complaint dated 4-28-First, I would like to say we have many elderly customers at Tire Source CantonWe take great pride in giving them great customer service and take care of them just like they were part of our familyIn fact, I would say the secret to our business success is that we treat all our customers in this same exact manner, every time Back in November 2011, the customer's daughter brought her car in for tiresWhen we installed the tires, we made notes of missing lug studs and lug nuts and gave her an estimate on replacing them, along with other recommended repairs to the car to make it safe to driveAt that time she said she had only enough money to replace the tiresThen, several days later, the customer in question came in very upset that we didn't make the repairs to her daughter's carI told her that her daughter declined the repairs on her carI told her we would replace the missing and broken lug studs and nuts at no charge to help her out but the car would still need further repairs to make it safe to drive Unbelievably, she still was not happy with thatWe were at a lossWhat could we do to make her happy, as we are not in the business to repair cars for free We were disappointed that we were unable to make this customer happy, after going the extra mile to do so, and her being much less then thankfulIn addition, she was very rude to usIn my over years of tire and automotive retail sale experience, I had never done anything like this before with any customer..........but I did ask her to never return to our business again, since no matter what we did for herit did not seem we had any chance to make her happy Fast forward to the date in question when this customer came in stating she had a flat tire and was told we were very busy and would be about an hour until we could look at her tire for repairWe opened a work order, told her we would look at as soon as possibleWhile she was waiting in the customer waiting area, another elderly woman customer came in stating she had a low tire that she needed the tire repairedAs we already had one customer waiting for a flat repair, we told her she would have to bring it back in the afternoon so we could look at it then for repairWe then aired the tire up for her so she could be on her way and bring it back in the afternoonWhen we did this for the second customer, the customer in question became very upset with usShe not only made it clear to us, she made it clear to everyone in the waiting area that she was not happyShe became very loud and rudeWhen my co-worker came back into the showroom, he heard her being disruptiveThat is when he went back outside, and aired up her tireAt that time he saw that the tire was driven on flat and had been damaged beyond repairWe did ask her to leave No one should be subjected to that kind of treatment and abuseThe customer in question followed him back inside, yelling at himWe tried to keep this from happening by taking her outsideAt no time during the encounter did we become disrespectful with herMy co-worker remembered her, and the difficult times we had with her in the pastWe were still willing to help heruntil she became disruptive, loud, and accusational in the waiting area When she called our supervisor on March 3", the first thing she said to him was"I am going to sue you!" Our General Manager, [redacted] [redacted] then gave her only response he could, and that was to encourage her to contact our lawyerShe then began yelling at him as well.....not giving him get a chance to respond to her accusationsHe did his best to try to calm her down and talk to her, but was unable to do so and resolve her complaint I am very proud of the level of service we provide every customerIf we treated customers the way she describes, we would not be in business very longand could not become the flourishing business that we are todayIt did not happen the way the customer in question describesAlso, what does it tell you that we have asked her to never return to our business, yet she still walks thru our door Thank you for your attention in this matter Sincerely, [redacted] /Tire Source-Store Manager

I am in
receipt of the response dated May 5, from the Tire SourceFirst, I will
say I expected a response from the Tire Source, but never anticipated a
fabricated storyThroughout the response it has been suggested that they
provide such great customer service and treat all customers the same exact
manner every timeMaybe one should ask exactly what type of customers are they
referencing to? Upon request I can provide four names and numbers of people
that have been serviced at the same Tire Source that would greatly beg to
differI must say I am a little surprised of the response *** *** has
given, but completely shocked that he made up and lied on parts of his side of
the story because he had no other examples to give as to how he could justify
as to why employees with his Tire Source store treated me so horrible
First,
I will say the example that was given about the at no charge repair of my daughter car in November was
strange, due to the fact I made the complaint about how I was treated which had
nothing to do with my daughters own personal experience with Tire SourceThat
remote situation had nothing to do with me and I was not involved with it at
allI never contacted them about her car as they falsely suggestedShe is an
adult and dealt with that issue one on one with them on her ownSince it has
been brought up in all fairness my daughter *** should be the one to respond
to accusation since she is the one that dealt with them directly
Now I
will fast forward to the date in questionThat day Tire Source did respond
truthful on the part about telling
me I would have to wait for an hour until they could look at my tire for repairBecause of the
need to have the tire looked at for repair, I sat patiently in the waiting room keeping quiet
and staying to myself awaiting my turn knowing I had no option but to waitWhere
could I go on a flat tire? As they falsely stated again in another part of the letter
that I was being disruptive in the waiting room in front of all the
other customers is completely a right out lieIf that were the truth why didn’t
they refuse to service me at
that point, and send me on my wayThey didn’t because I wasn't bothering
anyone, I was waiting my turn*** stated at no point during my encounter that
day during that visit that the staff never became disrespectful towards meI don't understand
how he feels so confident to make that statement when he wasn't there. I
honestly wouldn't expect that his staff would be totally truthful and admit
they treated a customer with such a lack
of disregard and unkindness as they didAs stated in the first complaint
upon speaking with the General Manager, *** *** he was no
different, he was unprofessional and
rude,rude,rude*** stated in his letter that it was observed that the tire
was driven on a flat and had been damaged beyond repairSo, what did Tire
Source employees
do, they put air in the damaged beyond repair tire, spoke nasty to me and told me to never come back to
that business(after I've sat for an hour for a repair) and then sent me on my way in a car that
is now not safe to drive
Again,
as *** stated they take pride in giving great customer service and taking care
of their customers just like they were part of the familySo, I guess to
clarify *** is saying he would have sent his grandmother off in a car with a
tire that could possibly blow out while driving at any moment because it was
damaged beyond repairAs stated in the first complaint not only did they lose
a sell that day by ways of a new tire plus repair fees but putting my safety
at risk by telling me to leave on a tire that was damaged beyond repair
In case
they weren't aware, if they truly provided such great customer service they
would have recommended a solution to a tire that was beyond repairI ended up
going to *** where my experience was completely the oppositeService was
quick and the staff was helpful in explaining what was wrong and what they
recommended needing done, they were very kind and friendlyIt was a win win
for both parties, they got a sale and a new customer for life and I got my car
fixed correctly therefore I could drive safely in itIn the past I have been
to the Tire source in *** *** and the service was great the employees at
that store were friendly and very helpful and didn’t act as if I was a burden
to them
It is
appalling to me how many times it is stated in the response of how proud they
are of the level of customer service they provideIf the service I received
makes them proud I seriously question their moral and ethical values personally
and as an organization as a wholeIf this is how they treat family as they
have stated, that is a family I want no part of
Thank you for your time.
Regards,
*** ***

We stand by our original statement.
 
Thank you for your attention in this matter.
 
Tire Source

Agent Sherry Lau is writing a bad checks to her tenants. This is a bad representation of Transamerica Insurance Company

I am in receipt of your complaint dated 4-28-14. First, I would like to
say we have many elderly customers at Tire...

Source Canton. We take great pride
in giving them great customer service and take care of them just like they were
part of our family. In fact, I would say the secret to our business success is
that we treat all our customers in this same exact manner, every time.
Back in November 2011, the customer's daughter brought her car in for 2
tires. When we installed the tires, we made notes of missing lug studs and lug
nuts and gave her an estimate on replacing them, along with other recommended
repairs to the car to make it safe to drive. At that time she said she had only
enough money to replace the tires. Then, several days later, the customer in
question came in very upset that we didn't make the repairs to her daughter's
car. I told her that her daughter declined the repairs on her car. I told her
we would replace the missing and broken lug studs and nuts at no charge to help her
out but the car would still need further repairs to make it safe to drive.
Unbelievably, she still was not happy with that. We were at a loss. What could
we do to make her happy, as we are not in the business to repair cars for free.
We were disappointed that we were unable to make this customer happy, after
going the extra mile to do so, and her being much less then thankful. In
addition, she was very rude to us. In my over 40 years of tire and automotive
retail sale experience, I had never done anything like this before with any
customer..........but I did ask her to never return to our business again,
since no matter what we did for her...... it did not seem we had any chance to
make her happy.
Fast forward to the date in question when this customer came in stating
she had a flat tire and was told we were very busy and would be about an hour
until we could look at her tire for repair. We opened a work order, told her we
would look at as soon as possible. While she was waiting in the customer
waiting area, another elderly woman customer came in stating she had a low tire
that she needed the tire repaired. As we already had one customer waiting for a
flat repair, we told her she would have to bring it back in the afternoon so we
could look at it then for repair. We then aired the tire up for her so she
could be on her way and bring it back in the afternoon. When we did this for
the second customer, the customer in question became very upset with
us. She not only made it clear to us, she made it clear to everyone in the
waiting area that she was not happy. She became very loud and rude. When my
co-worker came back into the showroom, he heard her being disruptive. That is when
he went back outside, and aired up her tire. At that time he saw that the tire
was driven on flat and had been damaged beyond repair. We did ask her to leave.
No one should be subjected to that kind of treatment and abuse. The customer in
question followed him back inside, yelling at him. We tried to
keep this from happening by taking her outside. At no time during the encounter
did we become disrespectful with her. My co-worker remembered her, and the
difficult times we had with her in the past. We were still willing to help
her... until she became disruptive, loud, and accusational in the waiting area.
When she called our supervisor on March 3",
the first thing she said to him was........ "I am going to sue
you!" Our General Manager, [redacted] [redacted] then gave her only response he could, and that was to
encourage her to contact our lawyer. She then began yelling at him as
well.....not giving him get a chance to respond to her accusations. He did his
best to try to calm her down and talk to her, but was unable to do so and
resolve her complaint.
I am very proud of the level of service we provide every customer. If we
treated customers the way she describes, we would not be in business very
long.... and could not become the flourishing business that we are today. It
did not happen the way the customer in question describes. Also, what does it
tell you that we have asked her to never return to our business, yet she still
walks thru our door.....
Thank you for
your attention in this matter. 
Sincerely, 
[redacted]/Tire Source-Store Manager