Dobbs Tire & Auto Centers

October 15, 2016, the company (Dobbs Tire) responded within two days, and made immediate arrangements for repairs the next dayRepairs have been completed, case closedMany thanks for you help

Initial Business Response / [redacted] (1000, 6, 2015/08/06) */ On 7/9/Mr [redacted] came to our Collinsville location with an over heating issueHe stated that all the coolant had "dumped" of his Honda civic and it overheated while drivingHe also stated that he readded coolant and within one mile it overheated again Our service technician evaluated the car for the coolant leak and found the radiator had failed and was losing all the coolant from a large leakHis Honda at that point had 315,miles and we called Mr [redacted] to explain the findings on the coolant leakIt is always a concern with a motor that has been overheated multiple times of possible internal damagesThe only option was to replace the failed radiator and other related items and re-test the car for any other additional issuesThis was explained to the owner and the repairs had been authorized and performed When the repairs where completed and the car could be test driven to validate the repairs the car was no longer losing coolant and no longer overheating at that pointThe service manager called the owner and explained the car was driven more than once and re-tested and we did not see any other repairs at that point needed On 7/27/the Mr [redacted] more than two weeks later and had driven the car for more than miles the car developed another coolant leakWe again inspected the Honda, at no charge to the customer, and found the radiator was building an abamount of pressure and had ruptured as a resultWe replaced the radiator at no charge and evaluated the car for the abpressure build up in the cooling system We found that the cylinder head was alloying exhaust pressure from the internal combustion process to go into the coolant systemThe only cause for this condition was a failed cylinder head or cylinder head gasket failureThis failure could have been as a result of wear and tear of 315,miles or more likely from the prior overheating condition When we found this "new" issue we thought the only proper repair would be to replace the engine with a new oneIt would not be recommended to replace a cylinder head and or gasket on an engine with 315,milesWe did not cause this issue or was it present after the initial repair was completeWe however did offer some credit on the initial repairs as a "good will" to Mr [redacted] He declined the additional repairs The failure was either a result of any repairs we had done

(The consumer indicated he/she DID NOT accept the response from the business.) I did not advise that the window had been operating erratically for several weeksI told the employee that while the window functioned slowly, it never failed to raise or lower properlyI also advised that I had never smelled smoke from the motor until after they manually forced it to raiseI did not agree to split the cost of a repairThe gentleman offered to repair the window and split the cost with meShortly thereafter, I received a voicemail message quoting $(labor included) for the repair; my portion being $I never returned the call or contacted Dobbs after receiving that messageI should not be expected to contribute any amount to repair something that was broken or altered by their employee while my car was in their possession The bottom line is that the window functioned when I arrived, and it did not function when they returned my vehicle; less than two hours laterThe technician stated that he had to assist the window when trying to raise itI understand that they lower the window to avoid locking the keys in the carHowever, if their employee experienced difficulty raising the window after choosing to lower it, I should have been alerted immediately that there was an issueI was in the Dobbs waiting area, and should have been informed that there was an issue or malfunction with the window before any attempts were made to rectify the problem Considering the circumstances, I do not feel comfortable having Dobbs do any additional work on my vehicleAs a result of their actions, my window no longer operates properlyDue to the nature of the repair, I think it's best to have a certified dealer do the work Once I receive a satisfactory resolution to this problem, I will contact my credit card company and have the funds released for the oil changeIf Dobbs continues to refuse to cover the cost of the repair, I will continue to seek a resolution Thank you

We have worked directly with the customer to resolve this issue

Initial Business Response / [redacted] (1000, 5, 2015/08/26) */ Contact Name and Title: [redacted] Consumer Rel Contact Phone: XXX-XXX-XXXX This double charge was not Dobb's error it was an error caused by a third party bankWe had very little influence to get the double charge correctedWe believe this error has been corrected by the Bank and I have tried to contact Ms [redacted] to verify the error has been correctedShe has not responded to my messages to contact meThis complaint should be classified as resolved

We've made multiple attempts to work with the customer and try to resolve the issue, but have yet to hear backWe're happy to figure out he problem and resolve the issue

Initial Business Response / [redacted] (1000, 5, 2015/04/21) */ Contact Name and Title: [redacted] Consumer Rel Contact Phone: XXX-XXX-XXXX Mr [redacted] Was correct in his complaint the Technician involved was new and has been relieved of his job

The customer brought the vehicle in because it wasn't runningWe recommended repairs but let the customer know there may be engine issues that we couldn't identify yet because the vehicle wasn't workingWe recommended waiting on the repairs until we determine if there was engine damage or notThe customer told us to perform the repairs knowing that there could be additional engine damageThe customer brought the vehicle back and we noticed that another shop had installed a new radiator and that the head gasket was blownWe'd be happy to talk with the customer about this situation and discuss a resolution, but we will not offer any type of free work or refund at this timeThe customer can contact the store manager if she'd like

We did not charge the customer for the serpentine belt repairWe also told the customer that it looks like there could be leaking coming from his power steering reservoir when he brought his vehicle in the first time, but to keep an eye on itThe vehicle has over 200k miles on it and all repairs that were made were necessaryWe will not be issuing any type of refund for the work that we did

We have been in contact with the customer and are handling this with her

We'd like the opportunity to show the customer why the vehicle failed the inspection per the guidelines established by the Missouri State Highway PatrolIf she is still not satisfied with that, we'd like her to take her vehicle to Troop C for inspection by the Missouri State Highway PatrolIf Troop C determines the vehicle should have passed the inspection we'd be happy to refund her for the inspectionOur inspectors are licensed and certified by the state of Missouri and follow guidelines for inspections established by the Missouri State Highway PatrolAt Dobbs, we do not tolerate recommending unnecessary repairs and take proper disciplinary action if we find an associate who is doing soThis is why we'd like to re-inspect the vehicle with the customerIf the customer does not give us the opportunity to do so, we will not be offering any type of refund

We got in touch with this customer last week (week of 10/3) and worked with her to make sure she was satisfied with our serviceMary was very pleasant to work with while resolving this issue

We worked directly with this customer to resolve the issue

The customer came in with an aftermarket alarm system and told us that he wanted us to replace the body control module (BCM)We told him that without doing a diagnostic to determine the underlying issue, we don't recommend replacing the BCM and that we WILL NOT guarantee the repairThe customer said to go ahead and replace the BCM and signed a copy of the work order where we clearly stated that this was a customer requested repair and we will not guarantee itWe told him it would probably not fix his problem, but he insisted we do the repair anywayWe will not be issuing anymore of a refund to this customer for these reasons

The customer had a tire rotation done at the dealership prior to visiting our store for a flat repairWe told him that it was difficult to get the lug nut off and put it back on and was most likely damaged during his tire rotationWe originally offered to repair the stud/lug nut free of charge, even though it wasn't our mistake, but the customer declined and took it to the dealer for the repairWhen the customer called the store and told us the dealer charged him $for the repair, we again offered to reimburse him for the repair if he brought the receipt for the repair inHe again declinedThat offer still standsWe'd be happy to reimburse him the $for the repairHe just needs to bring the receipt from the dealership to the store and we'll process his refund through our corporate office

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this is not a bad idea, but I don't want to close my case Sincerely, [redacted] ***

We can see how the customer would misunderstand the chargesI've included the invoice from 4/25/as well as the invoice from 7/15/for referenceAs you can see, on 4/25/we told the customer that the pump pulley broke and damaged the crankshaft pulley and that the pulley should be replaced, however, the customer declined the repairs on 4/25/Then, on 7/25/you will see that the serpentine belt we replaced on 4/25/was completed under the warranty and we did not charge the customer for parts or labor (highlighted in green)The labor charges he's referring to are in blueIt can be confusing because we charged him labor to remove and replace the serpentine belt tensioner which is different than the serpentine beltIt is not the same partWe also charged him labor to remove and replace the crankshaft damper and the P/S pulley , none of which have ever been replaced so they wouldn't be under any type of warranty with usFurther, we gave the customer a $discount because we do understand that these repairs are not cheap and we were trying to help him outWe should have done a better reviewing this invoice with the customer to avoid this misunderstandingFor these reasons, we will not offer any type of refund for the work completed on either 4/25/or 7/15/

Hello I input the wrong Dobbs address/location - the correct address is [redacted] ***, Lake StLouis, MO Thank you [redacted]

Contact Name and Title: [redacted] Consumer Rel Contact Phone: XXX-XXX-XXXX Ms***'s vehicle did not come with an alloy spare wheelThe original equipment tirea were run flatThere was no alloy wheel in her carAs a good will offer we offered to supply her with a steel wheel and she declined our offer

We're happy to talk with the customer about this morePlease call the corporate office at [redacted]