Dobbs Tire & Auto Centers

The insurance adjuster confirmed that the oil filter we put in the vehicle was the correct filter and was installed correctlyThis vehicle has over 120K miles on itThe insurance adjuster also said that the engine is leaking oil in multiple places and had nothing to do with the oil change we performed back in March For these reasons, we will not be providing any type of reimbursement

There are catalytic converters in the customer's vehicle as they mentionedTo keep things simple, one is in the front, one is in the back and one is under the vehicle (under the seats)We replaced the one in the back on 3/24/When the vehicle came in on 5/9/we ran a diagnostic and determined the one in the front needed to be replacedThis had previously been replaced by someone other than DobbsThe one under the vehicle has not been replacedThe one we originally replaced (in the back) is still working properly and doesn't need to be replacedWe will not offer a refund at this time

Complaint: [redacted] I am rejecting this response because: See attached Sincerely, [redacted] ***

We would be happy to honor our warranty, however, the vehicle was in a collision and our warranty doesn't cover damage done to a part because of an accidentIf the radiator were to fail on its own (not due to an accident/collision) we would replace it free of chargeHowever, if the radiator is damaged in this case, it is because of the collisionWe recommended the customer get the front end of the vehicle repaired so we can access and test the radiator to determine if it needs to be replaced or notIf it does need to be replaced, the customer should work with their insurance provider to do soBecause of the reasons above, we will not cover costs to replace the radiator

Hi ***,We'd be happy to talk with you to learn more about what happened and try to make things rightPlease call our corporate office at [redacted]

Hi ***, we're very sorry for the inconvenience regarding your refund checkYour check was mailed to you on September 13, so if you don't get it in the next couple of days please call us at the corporate office at [redacted]

We got in touch with Mr*** on October and explained that there was a miscommunicationWe apologized for the miscommunication and have since replaced his struts, under warranty, at no chargeHe was very pleased when he left

Initial Business Response /* (1000, 5, 2015/06/17) */
Contact Name and Title: *** *** Consumer Rel
Contact Phone: XXX-XXX-XXXX
We have refunded $to Mr***Our check should reach him in a couple of days

Initial Business Response /* (1000, 5, 2015/05/14) */
Contact Name and Title: *** *** Consumer Rel
Contact Phone: XXX-XXX-XXXX
Mr*** brought his car to us after he had *** to diagnose the running problem and Mr *** tried to fixWe found more problems with his car than the
original estimate and we informed Mr*** what we found and what our cost would beHe became very irriated and was very abusive to our associatesHe objected to our charge of $the fee for diagnosing his carand again he was very loud and abusiveHe told us that he would charge the $on his credit card and then diaspute the charge and get his money backThis is why we insisted he pay us cash for his bill.We feel we acted appropriately and did what was necessary to get our bill paidWe do not want our Associates to be abused by anyone including our customers

Initial Business Response /* (1000, 5, 2015/10/14) */
Contact Name and Title: *** *** Consumer Rel
Contact Phone: XXX-XXX-XXXX
Mr*** had his car towed to our location on 9/4/when his car quit running while driving and complaining also smoke was coming from the engine compartment
alsoWhen we performed diagnostic testing and found multiple "trouble codes" in his on board computer.We determined the Catalytic converter had failed and restricted the flow of the exhaust from the engineThe converter had been so severely overheated from the restriction that it had melted an oxygen sensor that is attached to the converterThe repair was to replace a failed mass airflow sensor and ignition coil that had damaged the converter initiallyWe had explain to Mr*** this is where we need to start to get his car running we explained the total for all these repairs would be $Four days after the initial repair Mr*** returned stating the check engine light came on and the car was stallingWe paid to have his car towed back to our storeThe second ignition coil had failed and we replaced it free of charge and we also paid the tow charge for cuastomer satisfactionWe again told him because the initial converter failure the computer was catching up on all the self tests so the check engine light could come backThe check engine light did come back on and we asked our company Technical Specialist to get involvedMr*** contacted Mr*** *** Store Supervisor to take over the repair of his vehicleHe was not satisfied with his initial repairs and asked for a refundWe explained again that it was a complex issue and the initial repairs had been performed properly and have not been related to any return visit.He was told that he could go back to the dealer as he wanted to do at this point and if any repair we charged for was not up to OEM standards we would refund those amountsWe offered tom resolve the issue and provided a rental car for the duration of the additional repairs .He accepted our offer and we spent almost $1,for the extra repairs that he was never charged for and we supplied him with the rental the entire time when we did the additional repair ALL AT NO COST to Mr***We have gone above and beyond to satisfy Mr*** no for the above reasons no refund is due to him

We'd be happy to talk with this customer to learn more about what happened and try to make things rightPlease call our corporate office at ***

We told the customer that we'd be happy to take care of the door ding for herWe asked her to bring the vehicle in so we can take pictures of the damage so we can get an estimate for the repairWe have not heard back form the customer or seen the vehicle since we last spoke with herWe also told
her we'd be happy to fix the pull on the vehicle if it was still there, but last we heard she hadn't had a chance to drive the vehicle on the highway to test it

We're going to get in touch with the customer and ensure we make things right

We would be happy to talk with the customer to explain what work was done to the vehicle and why it was donePlease call our corporate office at ***

The insurance company as well as a third party adjuster both came to the conclusion that nothing Dobbs did had any impact on the damages the
vehicle experiencedThe vehicle was pulling a trailer that was heavier than what is approved for that vehicle to tow, the vehicle has over 100k miles on it and the vehicle was towing an overloaded trailer for a long distance over strenuous terrainThese factors are what caused the bearing to overheat and failDobbs was not negligent in any way and is not responsible for any necessary repairs related to these damages

Initial Business Response /* (1000, 5, 2015/06/23) */
Contact Name and Title: *** *** Consumer Rel
Contact Phone: XXX-XXX-XXXX
We are issueing a check for $as customer satisfactionMs*** purchased the tires in question on 06/17/over a year agoI do not know how many companies
would honor a coupon that old

The leakage may have been able to be washed off with water, but the fact that anything needed to be washed off indicates a leak coming from somewhereIf there was no leak, nothing would have needed to be washed offWe have strict guidelines, established by the state of Missouri, by which we are
bound to during vehicle inspectionsIf we see something that, by the book, should "fail" a vehicle, we must follow the rulesSimply washing away the leak doesn't make the problem (or leak) go away

The reason the customer came in was for a noise she was hearing coming from the vehicleWe diagnosed the noise as being a leak in the AC compressorWe never said anything about removing her dash since this repair doesn't require that to be doneWe never touched her dash when her vehicle was in
our possessionWe replaced the hose that was leaking from the AC, added oil and dye and retrofitted the part to the customers satisfactionFor these reasons, we will not be offering to refund or cover any costs associated with repairs to her dash

We're currently working withe the customer to resolve this issue

We will be reaching out to the customer to get his requested services scheduled