Dobbs Tire & Auto Centers

We did not charge the customer for the serpentine belt repair. We 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 it. The vehicle has over 200k miles on it and all repairs...

that were made were necessary. We will not be issuing any type of refund for the work that we did.

Hello I input the wrong Dobbs address/location  - the correct address is [redacted], Lake St. Louis, MO 63367 Thank you[redacted]

Initial Business Response /* (1000, 10, 2016/02/08) */
We would like to see the invoice and work order from the mechanic she took the vehicle to. If we didn't replace the frame, as the customer said, the car would not have made it off our parking lot. It is impossible to drive a car without the...

frame. We'd like to see what the real issue was before making a decision on if we're going to refund anything.

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 service. Mary was very pleasant to work with while resolving this issue.

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

Initial Business Response /* (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.

We did put the wrong coolant in the customer's vehicle, but as he mentioned, he brought it back and we fixed our mistake. As far as the water in the gas tank goes, there is no chance we did that. We explained to him that diesel vehicles are prone to getting water in the tank. That is why they put a...

light on the dash and have water separation devices on the vehicle to begin with. The customer didn't want to hear what we had to say about that and continues to insist we put water in his tank. For these reasons we will not be offering any type of refund for issues related to the gas tank.

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 accident. If the radiator were to fail on its own (not due to an accident/collision) we would replace it free of charge. However, if the radiator is...

damaged in this case, it is because of the collision. We 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 not. If it does need to be replaced, the customer should work with their insurance provider to do so. Because of the reasons above, we will not cover costs to replace the radiator.

We will not be offering any type of refund. We gave her a tire for free to try to make things right.

I am working to resolve my issue with the company. I have spoken to [redacted] regarding their accounting of why the tire did not...

fall under the warranty and I disagree. They said my son drove to far on the tire after it started to go flat. My son had no clue the tire was going flat after hitting the pothole and when he realized it he pulled over. They are claiming that they could have repaired the tire if he would have pulled over sooner. They have offered to replace the tire for $52.72 plus tax. Please keep this case open as I work to resolve the issue. I definitely want the case notated in your records

Hi [redacted], we're very sorry for the inconvenience regarding your refund check. Your check was mailed to you on September 13, 2017 so if you don't get it in the next couple of days please call us at the corporate office at [redacted].

Until we have the opportunity to run a diagnostic on the vehicle, we won't know if the check engine light was illuminated in relation to the oil change. We'd be happy to run the diagnostic and if, in fact, the light is illuminated in relation to the oil change (or something we did we'd happily...

repair it free of charge. However, if there is some unrelated issue that caused the check engine light to illuminate, the customer would be responsible for the diagnostic fee as well as any costs related to repairing the vehicle. Again, we will not know what the underlying issue is until we have the opportunity to run a diagnostic. As stated above, if it's illuminated because of something we did, we will make it right free of charge. The customer is welcome to schedule an appointment at his convenience.

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

Since we did not perform the State Inspection, as the customer said, we didn't inspect the brakes. We also only replaced the two front tires (of which we inspected the front brakes and they were normal). This is part of our process. When we replace tires, we inspect the brakes and since we only...

replaced the front tires, we only inspected the front brakes. So, when the customer brought the vehicle in complaining of a grinding noise we inspected all four brakes and noticed there were 0/32 left on the REAR brakes, which means they needed to be replaced, badly. Since we didn't even touch the rear tires when we replaced the two front tires, we could not have "destroyed" the customers' brakes (you have to take the tires off of the car in order to access the brakes). The shop that did the inspection should have noticed the wear on her rear brakes and recommended they be replaced to pass inspection. There is no way we "tampered" or did anything negligent to the customers vehicle. For this reason and the reasons above, we will not be refunding the customer.

There are 3 catalytic converters in the customer's vehicle as they mentioned. To 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 3/24/16. When the vehicle came in on 5/9/17 we ran a diagnostic and...

determined the one in the front needed to be replaced. This had previously been replaced by someone other than Dobbs. The one under the vehicle has not been replaced. The one we originally replaced (in the back) is still working properly and doesn't need to be replaced. We will not offer a refund at this time.

Any tire warranty is void if the tires are not rotated and balanced every 6,000 miles (or 6 months) because the tires will wear unevenly and prematurely, as they did in Ms. [redacted]’s case. This is highlighted in our tire warranty agreement that each customer signs when they purchase tires. Ms. [redacted]...

has only had her tires rotated and balanced one time since she purchased the tires (the tires have at least 19,000 miles on them). They should have been rotated and balanced at least two more times. Furthermore, Ms. [redacted] has informed us that she has since purchased tires from another tire retailer who disposed of the original tires. We are required to return any warranty refunded tires to the manufacturer. For this reason and the reasons mentioned above, we are not obligated to offer any type of refund to Ms. [redacted].

Business Response Attached

Contact Name and Title: [redacted] Consumer Rel
Contact Phone: XXX-XXX-XXXX
Ms. [redacted]'s vehicle did not come with an alloy spare wheel. The original equipment tirea were run flat. There was no alloy wheel in her car. As a good will offer we offered to supply her with a steel wheel and she...

declined our offer.

Thank you for your response.

Complaint: [redacted]
I am rejecting this response because:Dobb's responded that their company would have to pull codes in order to diagnose issue. I visited Dobb's on March 21st in order to provide them the opportunity to resolve this issue. [redacted], the service manager, ran a service code and returned to my car without notifying me. He opened the hood and was manually inspecting the parts when I approached the vehicle. He indicated that the code was an "oxygen sensor", but could not specify the exact location of the error. [redacted] told me that a full diagnostic was required in order to specify the location of the issue. I replied that I assumed that a full diagnostic was free of charge given the series of events and past history of identical issues, and he stated that I would be responsible for the full charge. [redacted] stated that he has to pay his workers, at which point I stated "let's be real" about the price of labor of a full diagnostic. [redacted] replied, "I will not be real with you". During the subsequent conversation, [redacted] asked "if I knew anything about cars" and proceeded to visually demonstrate how the oil, which lies a few inches north of the oxygen sensor, could not have been tampered with during the oil change. I suggested that the difference was "a matter of inches" at which point [redacted] ended our conversation by walking away from me. He encouraged me to file with the Revdex.com in order to continue this process, stating that "all I can do is credit my findings" if another retailer (i.e., Honda) were to determine that his workers were at fault for the present issue. Upon further questioning, [redacted] did not conclusively indicate that his workers were not responsible for the malfunctioning sensor, nor did he indicate that he had evidence to support this claim.  I called Dobb's Corporate office and spoke to "[redacted]" at 5:10p CDT. [redacted] "stood by" the service manager based on "a feeling" he had from a conversation with [redacted], the service manager. When I asked [redacted] to elaborate on his "feeling", [redacted] laughed and replied "you're funny". When asked again, he stated that he was operating on "faith" in his team, and cited 25 years experience of his service manager as evidence for quality work. [redacted] was able to conclude that his workers did not cause any secondary issue with the vehicle, to which I responded that his conclusion was different than the non-conclusion offered by [redacted]. He again cited his faith in his team. Both parties agreed to continue the dispute through the BB.
Sincerely,
[redacted]