Dancy's Tires

I offered Ms. [redacted] a good will refund on the labor she paid for the starter repair. Also advised personnel issues will be addressed internally by upper management. She accepted refund.

(The consumer indicated he/she ACCEPTED the response from the business.)
The issue was resolved to my satisfaction, as I requested a reimbursement of the towing tee.

The customer was issued check#[redacted] on 2/14/18 in the amount of $59.70 as agreed upon to resolve this issue.  The customer cashed the check on 2/24/18 and we consider this issue resolved.

I am rejecting this response because:  Goodyear has not informed me of any action.  I have called every day for the past three business days and no one has provided me with any information.

Initial Business Response /* (1000, 5, 2016/02/03) */
Received at Revdex.com via email:
The Revdex.com
Attn: [redacted]
[redacted]
RE: Mrs. [redacted]
Complaint Case #; [redacted]
We are in receipt of your recent letter to...

advise us of Mrs.[redacted]'s concern.

Our goal at Goodyear is to have satisfied customers, and claim evaluation and payment decisions are, therefore, not made lightly.

Mrs.[redacted]'s Consumer Relations claim was thoroughly reviewed. and the decision to deny the claim was not an easy one and Mrs.[redacted]'s disappointment could be anticipated.
After doing some research , I found that her vehicle has two filters. The front filter is for the transmission and the filter towards the rear of the engine was for the oil. The customer contacted the store stating oil filter had not been change. The vehicle was brought back in and the customer was taken into bay area of the shop and shown the 2 different filters and which one is the oil filter. Based on this information the store did the requested work.

If we can be of further assistance, you may contact us during normal business hours at [redacted].
Mary C[redacted]
Goodyear Consumer Relations
Innosource, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They say things are wrong with my car when tjey are not.....
Final Business Response /* (4000, 11, 2016/03/01) */
Received at Revdex.com via email:
The Revdex.com
Attn: [redacted]
[redacted]
RE: Mrs. [redacted]
Complaint Case #[redacted]
I have reviewed the invoice and inspection sheet done by the store. The requested work was done by the location and during normal inspection they found other issues. Mrs.[redacted] was made aware of what was found and the recommendation for repair. She declined those service and was only charged for work she requested to be done.
If we can be of further assistance, you may contact us during normal business hours at [redacted].

Mary C[redacted]
Goodyear Consumer Relations
Innosource, Inc.

Received at Revdex.com via email:
Mr. [redacted],
We regret that the customer is dissatisfied with the decision reached by Goodyear regarding this claim. Claim evaluation and payment decisions are not taken lightly. As previously stated, since Goodyear was not given the opportunity to review the evidence when the failure occurred we respectfully deny the claim. If the customer followed warranty procedure and went to a center that honored the warranty we would have been able to verify the condition the customer reported. Goodyear has closed their file and the decision will not be changed.
Property Damage Claims Team
Attention Dept. 805
[redacted]
[redacted]

Initial Business Response /* (1000, 10, 2015/07/28) */
Goodyear has received complaint [redacted].
We are always concerned when our products or services do not exceed our customer's expectations.
The customer's concerns were reviewed with the store manager of the location. The documentation of...

the customer services were reviewed also. According to the store, the customer vehicle has numerous issues that can cause irregular wear to the tires. Irregular wear is not covered under our tire warranty. The location has recommended many different services to correct these issues. These services are not covered by any warranty the customer has and would be the customer's responsibility.
We would be more than willing to honor all service warranties and tire warranties that the customer has at our Goodyear Auto Service Center. The store manager himself would have no problem honoring the warranties that the customer has but the interaction would have to be done in a civil manner.
The customer is welcome to contact us at [redacted] and reference her file number [redacted] if she has any questions.

Revdex.com:
I have received a check, and cashed the check however I do not feel the issue is resolved, I am more than unhappy with the resolution.  Employees were beyond rude and treated me as if it were my fault that this situation occured.  I not once got an apology, and was solely offered 59 dollars.  I have extreme anxiety and due to the way in which I was treated by their customer service I had several anxiety attacks and had to take sedation medicine.  I think it is a joke that they continue to make me feel as though it was not their fault, that they did nothing wrong and just want to sweep it under the rug.  I feel that they could do more than a 59 dollar check.

We recognize that this customer is unhappy with the decision reached, however there is no evidence the damage was caused at or by our store.  Unfortunately we cannot accept responsibility for this matter.

Received at Revdex.com via email:Per Goodyear Frisco store manager, Benny, they repaired Mr. [redacted]’s vehicle on 9/9/16. Benny discounted final invoice over $400.00. Customer agreed with offer and left location satisfied. Goodyear considers this matter closed.Jennifer C[redacted] – Consumer Relations...

ExecutiveThe Goodyear Tire & Rubber Company200 Innovation WayAkron, OH 44316

Customer has been contacted and her request to be refunded the $104.76 has been granted. Goodyear considers this matter resolved.

As in my previous email the tire could not be repaired as per [redacted] the assistant manager.

I am rejecting this response because: On May 26,...

2017 at 10:02 AM a Service Person named  [redacted]  wrote the work order and I asked for tire rotation, balance and to patch one tire at no charge and the order was written accordingly till [redacted] advised me that they will not fix the tire as they were too old, the hole was too big, I need new tires, etc. I only drove 16,443 miles on those tires and there is very little tread ware, they are like new.  At 11:03 [redacted] advised me that the job was done but that I need rear brakes, wipers and old change. I decline any further repairs by this outfit. At 12:30 PM I asked why is taking so long to finish the paper work as the job was finished at 11:00 AM. [redacted] made wait one an a half hour, 1 1/2 hours, which was a very poor service to say the least. Those tires cost me over $600 dollars, a big chunk of money for a retired Senior Citizen.

We have already reviewed this claim thoroughly and as stated in the original response, during an oil change service the location does not touch the oil pan. In an effort to resolve this complaint we will offer to refund the customer what she paid the Goodyear Auto Service Center for her original oil change on 6-20-17 which was $56.30. We will request a check today but we are not responsible for the leak to the oil pan gasket and is offering this out of good will. We are closing this claim.

I am rejecting this response because:
The car was dropped off with no damage. The walk around to look for previous damage was not done with me there because I dropped it off the night before. It was parked in their parking lot, in a regular spot. allowing any car or other vehicle to hit it. on their property. They were not corporative or helpful like I said with me. I'm extremely surprised a huge corporation like Good Year does not take care of their customers when there is an issue like this.

I have reached out to the customer and we are refunding her $205.00 for the towing and impound bill. Customer was happy with the outcome.

On 2/26/16, a refund check was requested which Mr. [redacted] accepted to satisfy his concern. Goodyear considers this matter closed.

Our store followed Company procedures by inspecting this vehicle and marking down any pre-existing damage (in this case the driver side bumper was cracked).  The customer was parked in such a way that no one in the parking lot could have hit it.  The store also states the damage did...

not appear fresh as there was road salt and debris in the damaged area.  We must respectfully decline to assist customer with this matter.

I attempted to reach out to the customer and have not heard back from him. We will close this claim at this time.

The vehicle in question came into our location for an oil change, which we did. The customer returned because the air conditioner was blowing warm air. We pulled it into our bay, and when our technician tried to start the car it would not start. We at no time touched the customer's battery or did...

any other service to the car as it would not start. The customer recently had to purchase a new key and it would have had to be programmed. We would suggest that this could have been responsible for the a/c not working and the ECM going out. An oil change would not cause these problems. Thanks for allowing Goodyear to respond.