From: [redacted] Sent: Thursday, March 26, 10:AMTo: drteamSubject: regarding case# [redacted] hello, let me start my letter by thanking you for contacting us in regard to this matteri am writing you this letter to clarify a confusion and not to defend our businesswe have a great reputation that we hold due to our decent service and the care we carry for our customer as they are us in regard to Mr [redacted] complain, he came to our location in [redacted] on 02/28/it was a Saturdaythe gentleman came around pm, which is documented according to surveillance recordings, requesting an alignmentwe were so busy and we informed him that we can not perform the service instantly and that there will be some wait time which he agreed to and therefore left his vehicle at our store upon thatwhen we got to his vehicle, part of an alignment process is to check for the front and rear end components to make sure that the vehicle is suitable for an alignmentwe notice as a start that on of his front tires is worn into an extend that you can see the metal wire beneath the tire's rubber very clear,keep in mind that when Mr [redacted] first walked into the store, we asked him the reason for requesting an alignment which he answered by saying that his vehicle was shaking, we also noticed that his rear rotors are extensively indented where it is warped which by the way warped rotors do cause shaking to the vehicle due to the fact the when you apply your brakes to an uneven rotor the vehicle will shakeso we contacted the gentleman and informed him of his worn tire which will not allow us to complete the alignment process because you can not align a vehicle with worn tiresthen we informed him of the rear rotors issue and explained to him thoroughly what it can causeas for his complain about the struts and the shocks, we informed him that everything is intact but as a manufacture recommendations, it is highly recommended to replace the struts and the shockshe did inform us that he had them changed and we explained to him that it is a recommendation that we have to enlist to our customers according to manufacturerMr [redacted] asked us to move on with the alignment even though his tire is not suitable for the processhe said that he will get a new tire after the alignmenttypically the tire has to be changed before the alignment is performedhe insisted on completing the alignment disregarding our advice that the process may not better his vehicle's driving conditions finally, we finished the alignment, he came back to pick up his vehicle, which we showed him what we were talking to him about over the phonehe did say that he changed the rear brake system recently and we did advise him to return to the placed that took care of the repair to warranty the jobthe gentleman paid for the alignment and then left it brings a sadness to our heart to be called by the heartless things he did call us with on his complainthe money is not an issue at this pointit is the moral behind it at last, please feel free to contact us anytime at: [redacted] Joesphthis is the CEO direct line to proceed with conclusion of the complainthanks, DIB Management
case#[redacted] hello, let me start my letter by thanking you for contacting us in regard to this matter. I am writing you this letter to clarify a confusion and not to defend our business. we have a great reputation that we hold due to our decent service and the care we carry for our customer as they are us. in regard to Mr. [redacted] complain, he came to our location in [redacted] on 02/28/2015. it was a Saturday. the gentleman came around 12 pm, which is documented according to surveillance recordings, requesting an alignment. we were so busy and we informed him that we can not perform the service instantly and that there will be some wait time which he agreed to and therefore left his vehicle at our store upon that. when we got to his vehicle, part of an alignment process is to check for the front and rear end components to make sure that the vehicle is suitable for an alignment. we notice as a start that on of his front tires is worn into an extend that you can see the metal wire beneath the tire's rubber very clear,keep in mind that when Mr. [redacted] first walked into the store, we asked him the reason for requesting an alignment which he answered by saying that his vehicle was shaking, we also noticed that his rear rotors are extensively indented where it is warped which by the way warped rotors do cause shaking to the vehicle due to the fact the when you apply your brakes to an uneven rotor the vehicle will shake. so we contacted the gentleman and informed him of his worn tire which will not allow us to complete the alignment process because you can not align a vehicle with worn tires. then we informed him of the rear rotors issue and explained to him thoroughly what it can cause. as for his complain about the struts and the shocks, we informed him that everything is intact but as a manufacture recommendations, it is highly recommended to replace the struts and the shocks. he did inform us that he had them changed and we explained to him that it is a recommendation that we have to enlist to our customers according to manufacturer. Mr. [redacted] asked us to move on with the alignment even though his tire is not suitable for the process. he said that he will get a new tire after the alignment. typically the tire has to be changed before the alignment is performed. he insisted on completing the alignment disregarding our advice that the process may not better his vehicle's driving conditions. finally, we finished the alignment, he came back to pick up his vehicle, which we showed him what we were talking to him about over the phone. he did say that he changed the rear brake system recently and we did advise him to return to the placed that took care of the repair to warranty the job. the gentleman paid for the alignment and then left. it brings a sadness to our heart to be called by the heartless things he did call us with on his complain. the money is not an issue at this point. it is the moral behind it. at last, please feel free to contact us anytime at: [redacted]Joesph. this is the CEO direct line to proceed with conclusion of the complain. thanks, DIB Management
From: [redacted] Sent: Thursday, March 26, 10:AMTo: drteamSubject: regarding case# [redacted] hello, let me start my letter by thanking you for contacting us in regard to this matteri am writing you this letter to clarify a confusion and not to defend our businesswe have a great reputation that we hold due to our decent service and the care we carry for our customer as they are us in regard to Mr [redacted] complain, he came to our location in [redacted] on 02/28/it was a Saturdaythe gentleman came around pm, which is documented according to surveillance recordings, requesting an alignmentwe were so busy and we informed him that we can not perform the service instantly and that there will be some wait time which he agreed to and therefore left his vehicle at our store upon thatwhen we got to his vehicle, part of an alignment process is to check for the front and rear end components to make sure that the vehicle is suitable for an alignmentwe notice as a start that on of his front tires is worn into an extend that you can see the metal wire beneath the tire's rubber very clear,keep in mind that when Mr [redacted] first walked into the store, we asked him the reason for requesting an alignment which he answered by saying that his vehicle was shaking, we also noticed that his rear rotors are extensively indented where it is warped which by the way warped rotors do cause shaking to the vehicle due to the fact the when you apply your brakes to an uneven rotor the vehicle will shakeso we contacted the gentleman and informed him of his worn tire which will not allow us to complete the alignment process because you can not align a vehicle with worn tiresthen we informed him of the rear rotors issue and explained to him thoroughly what it can causeas for his complain about the struts and the shocks, we informed him that everything is intact but as a manufacture recommendations, it is highly recommended to replace the struts and the shockshe did inform us that he had them changed and we explained to him that it is a recommendation that we have to enlist to our customers according to manufacturerMr [redacted] asked us to move on with the alignment even though his tire is not suitable for the processhe said that he will get a new tire after the alignmenttypically the tire has to be changed before the alignment is performedhe insisted on completing the alignment disregarding our advice that the process may not better his vehicle's driving conditions finally, we finished the alignment, he came back to pick up his vehicle, which we showed him what we were talking to him about over the phonehe did say that he changed the rear brake system recently and we did advise him to return to the placed that took care of the repair to warranty the jobthe gentleman paid for the alignment and then left it brings a sadness to our heart to be called by the heartless things he did call us with on his complainthe money is not an issue at this pointit is the moral behind it at last, please feel free to contact us anytime at: [redacted] Joesphthis is the CEO direct line to proceed with conclusion of the complainthanks, DIB Management
From: [redacted] Sent: Thursday, March 26, 2015 10:05 AMTo: drteamSubject: regarding...
case#[redacted] hello, let me start my letter by thanking you for contacting us in regard to this matter. I am writing you this letter to clarify a confusion and not to defend our business. we have a great reputation that we hold due to our decent service and the care we carry for our customer as they are us. in regard to Mr. [redacted] complain, he came to our location in [redacted] on 02/28/2015. it was a Saturday. the gentleman came around 12 pm, which is documented according to surveillance recordings, requesting an alignment. we were so busy and we informed him that we can not perform the service instantly and that there will be some wait time which he agreed to and therefore left his vehicle at our store upon that. when we got to his vehicle, part of an alignment process is to check for the front and rear end components to make sure that the vehicle is suitable for an alignment. we notice as a start that on of his front tires is worn into an extend that you can see the metal wire beneath the tire's rubber very clear,keep in mind that when Mr. [redacted] first walked into the store, we asked him the reason for requesting an alignment which he answered by saying that his vehicle was shaking, we also noticed that his rear rotors are extensively indented where it is warped which by the way warped rotors do cause shaking to the vehicle due to the fact the when you apply your brakes to an uneven rotor the vehicle will shake. so we contacted the gentleman and informed him of his worn tire which will not allow us to complete the alignment process because you can not align a vehicle with worn tires. then we informed him of the rear rotors issue and explained to him thoroughly what it can cause. as for his complain about the struts and the shocks, we informed him that everything is intact but as a manufacture recommendations, it is highly recommended to replace the struts and the shocks. he did inform us that he had them changed and we explained to him that it is a recommendation that we have to enlist to our customers according to manufacturer. Mr. [redacted] asked us to move on with the alignment even though his tire is not suitable for the process. he said that he will get a new tire after the alignment. typically the tire has to be changed before the alignment is performed. he insisted on completing the alignment disregarding our advice that the process may not better his vehicle's driving conditions. finally, we finished the alignment, he came back to pick up his vehicle, which we showed him what we were talking to him about over the phone. he did say that he changed the rear brake system recently and we did advise him to return to the placed that took care of the repair to warranty the job. the gentleman paid for the alignment and then left. it brings a sadness to our heart to be called by the heartless things he did call us with on his complain. the money is not an issue at this point. it is the moral behind it. at last, please feel free to contact us anytime at: [redacted]Joesph. this is the CEO direct line to proceed with conclusion of the complain. thanks, DIB Management