Please note that [redacted] came to Tire Farm on 11/24/15 to purchase four tires. At the time of installation of the tires, [redacted] was standing with the tire mounter to watch the installation of the tires. After the installation of the tires, the customer was satisfied with the job. In...
fact, he gave the tire mounter a $6.00 tip. After he left Tire Farm he got a car wash. He didn’t call Tire Farm until he got home after the car wash to state that there were scratches on the rim. I asked him to come in so I could check the rims. He came in with another gentleman and complained that the outside of the rims were scratched. The scratches were not visible from the outside. He complained of scratches on the inside of the rims. I told him the worker needed to use sandpaper to clear off the dirt and grime in order to allow for the stick-on weights to hold onto the inside rim. I informed him that if we did not clean off the rims the weight would not stay on the rim and his car would develop a ride disturbance. As far as the small scratches on the front of the rims the damage was not done by our workers as we use touchless mounting machines. The customer only noticed these scratches after he received a car wash. I suspect theses scratches were from normal wear and tear of the rims. The scratches were probably noticed because the customer cleaned the dirt off the rims with the car wash. In addition, we are not responsible for small scratches. It is clearly written on his invoice which he signed. Copy of invoice # [redacted] attached. Despite no wrong-doing and in order to resolve the issue we have gone above and beyond our responsibilities to make this customer happy. On 12/11/2015 and 12/12/2015 we called the customer and left messages to inform him that we made arrangements with a local company to completely fix all his rims AT OUR COST. The company’s name is [redacted] (contact name is [redacted]). We have still not heard back from him.
Please note that [redacted] came to Tire Farm on 11/24/15 to purchase four tires. At the time of installation of the tires, [redacted] was standing with the tire mounter to watch the installation of the tires. After the installation of the tires, the customer was satisfied with the job. In...
fact, he gave the tire mounter a $6.00 tip. After he left Tire Farm he got a car wash. He didn’t call Tire Farm until he got home after the car wash to state that there were scratches on the rim. I asked him to come in so I could check the rims. He came in with another gentleman and complained that the outside of the rims were scratched. The scratches were not visible from the outside. He complained of scratches on the inside of the rims. I told him the worker needed to use sandpaper to clear off the dirt and grime in order to allow for the stick-on weights to hold onto the inside rim. I informed him that if we did not clean off the rims the weight would not stay on the rim and his car would develop a ride disturbance. As far as the small scratches on the front of the rims the damage was not done by our workers as we use touchless mounting machines. The customer only noticed these scratches after he received a car wash. I suspect theses scratches were from normal wear and tear of the rims. The scratches were probably noticed because the customer cleaned the dirt off the rims with the car wash. In addition, we are not responsible for small scratches. It is clearly written on his invoice which he signed. Copy of invoice # [redacted] attached. Despite no wrong-doing and in order to resolve the issue we have gone above and beyond our responsibilities to make this customer happy. On 12/11/2015 and 12/12/2015 we called the customer and left messages to inform him that we made arrangements with a local company to completely fix all his rims AT OUR COST. The company’s name is [redacted] (contact name is [redacted]). We have still not heard back from him.