I took a tire that I had paid over seven hundred dollars for to the Sheridan dr locationit was flat and they said they would fix it, I have the road handlerI picked it up and two days later it was flat with a slow leakI returned it and was told by a desk man they couldn't fix it and wanted me to buy another tireI refused and took it to another place where they not only fixed it but mentioned that who ever had tried to fix it hadn't done it right and they said the guy didn't know what he was doingive been a dunn tire customer for years but never again
We know it was the Windstar, we know it was McKinley store and we know that we investigated this with the AAA who towed in the vehicle.Our position has not changed...we did not cause the leak and and we mailed a gift certificate to you this morning for $as a goodwill gestureThat is the best that we will do
Here is an offer to meet the customer half-wayIn that we broke one stud (not two) we will split the billIf [redacted] agrees ...we will issue a check to him in the amount of $ He should respond with the mailing address that he would like the check to be sent Thanks ***
[redacted] Sorry if there was some type of misunderstandingWe did have the opportunity to listen to a recording of the phone call During that call you were advised that the brakes needed to be replaced and give a verbal approval for the jobApparently, there was a lack of clarity in the fact that the rotors were going to be part of the job Sometimes the rotors can be saved...usually they wind up being replaced within the next six months after the new pads are installed Then you have an additional charge at that timeIn fairness to you, I will send you a gift certificate for $for any misunderstanding we may have created and apologize for any lack of clarity on our part***
[redacted] our Director of Retail Operations for Rochester is waiting for the customer to return to town on Monday with a resolution to the problem [redacted] had sent an email regarding this the other day and apparently it was not receivedWe spoke to [redacted] again this morning and he is resending an email confirming that he will be in touch on Monday ***
I had an appointment at the Mckinley Pkwylocation for 8:am on septWhen I arrived at 8:there were already customers in the waiting roomMy vehicle was not attended to until 9:When I complained to the clerk (Levi?), I was told that vehicles had been scheduled for am & for 8:30amHe said it was a corporate decision which made no sense to meThe first client to enter after me arrived at 10:amI was told it would take one hour to put on the new tires but at 11am I was still waiting This is lousy scheduling & poor communicationYour employees & customers would both benefit form some training I scheduling & communicationI did receive a $discount on replacing a tie rod but that isn't helpful when someone needs to be elsewhere at a certain time
8/15/2015 It was June 29, 2015 and our vehicle was in need of inspection, it was 1 day away from the the last day of the month and needed to be done asap. Conveniently we were right near Dunn Tire, Canandaigua so we stopped in. We had no worries, so we thought, so we walked over to a local restaurant near to there to grab a bite to eat while we waited for the inspection. Not soon after we sit down to eat the cell phone rings and it's Dunn. We need a tie rod, something with the steering and alignment or they can't pass it for inspection. Surprise a $20.00 trip has now turned into a $200 trip! Well what could we do, they are the experts not us and we need our sticker so we tell them okay do what needs to be done. We get back and everything's finished it's time to cash out. Well, get to the counter and surprise I'm presented with some papers. 1 for the work done today and another with my inspection pass, and 2 more, 1 of which is an estimate for more repairs it's going to need that didn't effect the inspection and 1 that looks like an image of the alignment, with some prices and parts scribbled on the bottom, the guy who is in a suit is trying to explain these things to me and is telling me the alignment (which was just done) is off and in time without these "fixes" the tires will get eaten up, blah,blah,blah. Yep it's going to need another $283.00! Apparently it needs... 2 sway bar links, 2 cam bolts (which need to be special ordered by the way) and another alignment. So yeah, well after just forking over $205.00 I'm kinda broke now and these repairs will definitely have to wait, so I pay what's owed for today and agree to call back and make an appointment to have the other things done in the near future (when I can get the money together). Fast forward to July 29th, okay I have the money now and can get this taken care of, call and a woman schedules an appointment for me for August 7th. The 7th rolls around so we make arrangements for a babysitter and drive to Dunn. Get there and the same guy in the suit is there and I'm a little relieved because I wasn't able to find the papers they had given me, but not too worried as surely they have copies in paper and on computer, but still he was the one to explain all about what we needed done the last time we had been there, and yes he did remember (somewhat). So we chat momentarily and ask that they also install some new wiper blades, all set. Will take about an hour and a half and we'll call you on the cell when finished. Okay because rather than sit there for that long on such a nice day we'll walk to some shops near by. The hour and half is getting close, by about 10 mins. and sure enough the phone rings and everything must be done. WRONG!!! The guy in the suit starts saying they couldn't find what was wrong with it and the initial paperwork/copies nothing can be found anywhere and the mechanic that quoted those repairs wasn't there today. But in all of that time they did put on the new wipers. Dumbfounded we walked back over to pay for the wipers, and there was such a heaviness and weird vibe, the whole situation was very bizarre and uncomfortable, everyone was kind of quiet. He did try to say we should come back when the mechanic that wrote our estimate out would be there. Really??? We just hired a sitter, had an appointment, wasted gas and almost an hour and a half of our time to be treated so bizarrely? Ummm what about the mechanic(s) there now, what about YOUR estimate that vanished into thin air??? Needless to say we were so uncomfortable and all trust was gone at that point, that we were NOT going to be returning there, what the heck just happened? Why would they tell us we needed these things then act suspicious and like we were just sort of making it up or something? Well forget them we call our usual (well trusted) place and explain to them what we were initially told we needed done by Dunn. We get an appointment for the following week for August 14th. So we get to our usual shop on our appointment for the 14th. Leave the cell number and head over to an antique shop to look around while we wait. I think maybe 15 mins. go by and we get a call from our shop... we DO NOT need anything Dunn said. All that needed to be done was tightening of the right front sway bar link! Wow good news but also bad news. What the heck was Dunn up to!??!? So a almost $300 "repair" was really only $66.00! Did Dunn loosen that bolt/link, the first time or second? Did we even need the tie rod they claimed the first time??? Why didn't they make the repairs they claimed it needed (even though I'm very glad they didn't) and why did they act so fishy and weird that day? A lot of questions and no answers. And yes I ended up finding those papers that I couldn't at the time and showed them to my shop and they couldn't believe it, they shook their head said that was very wrong of DUNN, who is now DONE!
We certainly want to apologize for any misunderstanding.Our website displays an area to tab for "Out the Door" on the home page that details "Out the Door" pricing and the page opens up and details the elements of "Out the Door" pricing and clearly states that it does not include state and local taxes Also, when you select a tire or set of tires the pricing again notes under "Total Price" that state and local taxes are not includedWe appreciate your business and to help make this a better experience with Dunn Tire we will send you a gift certificate for the amount of the taxes you paid***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
In regards to the statement about the phone number given was not in serviceThat is not trueMy voice mail on my cell phone is not set for messages up but the number is validAlsoI did leave a message with the person handling my complaint about a possible meeting on a Saturday and he didn't call backAlbeit it was a short day lead time so I understand. Also when I tried to setup a Friday meeting for 4:pm I was told that was too late basicallyCustomers do workSo I guess I'm expected to leave work early or cancel appointments to accommodate the other persons schedule? I'll be calling again to schedule a time so we can resolve my complaint*** ** ***
Unfortunately there was a significant weather event that caused over foot trailers loaded with tires to be significantly delayed In most cases it took in excess of two additional weeks.While we will always do our best to supply World Class Customer Service...the conditions that
resulted from this storm certainly hampered our abilityWhile we can be understand the customer's frustration with the situation we cannot be held responsible for up to feet of snow delaying and disrupting our receipt of tires for weeksWe believe the claim to be unrealistic in view of the significant and record braking event that took place during this time
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Thats fine I just want to be done with this thank you
*** ***
*** *** **
*** ** ***
dunn tire has burned the bridge1st called weeks ago, wanted new tires mountedI would bring in the wheels,, didn't have time to do it guess they couldn't squeeze in the gravy worktoday did it,, took a leaker tire to them,, stone near the shoulder of tire, wanted me to get a new tireya right, got fixed some where elsesee ya dunn
We apologize if you felt one of our responses "was rude" Unfortunately the original complaint was made by ***...according our records he did not have a van and his business was consistently done at our Union Road storeAs far as not accepting our offer...we have already sent *** a gift certificate We do not agree with claim that the damage was done by Dunn...but in good faith we still issued a gift certificate for $to ***
Over the last few days we have made attempts to contact the customer by phone and now by email
At this ***e, there is nothing more that can be done until there is a conversation between *** *** and our Director of Retail Operations for Rochester (*** ***)
***'s phone
number is ###-###-#### and his email is ***@dunntire.com
After Dunn tire had our car for hours to install tires, it was picked up, only to find that the tires were never balanced! Perhaps they need to work on their " out the door" policy!
There was a lack of communication, had an early appt scheduled, showed up early, it took them minutes to realize the parts order was never placed and now I have to days to come back again taking valuable time out of my very busy schedule, while I was waiting they told customers that they didn't have any tires in stock to replace for themI thought this was Dunn TIRE!! Hence one would THINK they would have lots of tires in stock?? No wonder this store has a star rating!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards, *** ***
After an investigation with the store, here is what we have discoveredThe customer dropped his vehicle off to have tires installed This was the first time that
Dunn Tire has seen this vehicle
The vehicle is equipped with multi-piece lug nuts The tin cover was missing on most of the lug nuts allowing moisture to get in and as a result the remaining lug nut had corroded on the stud
We were unable to remove the lug nut with the impact gun or a break bar In using the break bar our tech did break one of the lug nuts, leaving the lug seat still seized on the stud The store manager advised the customer of what had taken place and advised him that we could fix it for him The customer was also informed that in order to perform the job it required that we remove the brakes The store manager also mentioned to the customer that in the process of doing this job, if there was a problem with the brakes...we would need to address that
The customer then demanded that we pull the vehicle out and the customer left
Based on this report from the store...yes we did have a problem...primarily due to the condition of the lug nuts that we missing a primary piece of weather protection We also acknowledged that we did break off part of the lug...leaving the lug seat seized on the stud We informed the customer and advised him that we would fix that for him
The customer made the decision to leave
I took a tire that I had paid over seven hundred dollars for to the Sheridan dr locationit was flat and they said they would fix it, I have the road handlerI picked it up and two days later it was flat with a slow leakI returned it and was told by a desk man they couldn't fix it and wanted me to buy another tireI refused and took it to another place where they not only fixed it but mentioned that who ever had tried to fix it hadn't done it right and they said the guy didn't know what he was doingive been a dunn tire customer for years but never again
We know it was the Windstar, we know it was McKinley store and we know that we investigated this with the AAA who towed in the vehicle.Our position has not changed...we did not cause the leak and and we mailed a gift certificate to you this morning for $as a goodwill gestureThat is the best that we will do
We have resolved this situation to [redacted] satisfactionThanks, Robert C***
Here is an offer to meet the customer half-wayIn that we broke one stud (not two) we will split the billIf [redacted] agrees ...we will issue a check to him in the amount of $ He should respond with the mailing address that he would like the check to be sent Thanks ***
[redacted] Sorry if there was some type of misunderstandingWe did have the opportunity to listen to a recording of the phone call During that call you were advised that the brakes needed to be replaced and give a verbal approval for the jobApparently, there was a lack of clarity in the fact that the rotors were going to be part of the job Sometimes the rotors can be saved...usually they wind up being replaced within the next six months after the new pads are installed Then you have an additional charge at that timeIn fairness to you, I will send you a gift certificate for $for any misunderstanding we may have created and apologize for any lack of clarity on our part***
[redacted] our Director of Retail Operations for Rochester is waiting for the customer to return to town on Monday with a resolution to the problem [redacted] had sent an email regarding this the other day and apparently it was not receivedWe spoke to [redacted] again this morning and he is resending an email confirming that he will be in touch on Monday ***
I had an appointment at the Mckinley Pkwylocation for 8:am on septWhen I arrived at 8:there were already customers in the waiting roomMy vehicle was not attended to until 9:When I complained to the clerk (Levi?), I was told that vehicles had been scheduled for am & for 8:30amHe said it was a corporate decision which made no sense to meThe first client to enter after me arrived at 10:amI was told it would take one hour to put on the new tires but at 11am I was still waiting This is lousy scheduling & poor communicationYour employees & customers would both benefit form some training I scheduling & communicationI did receive a $discount on replacing a tie rod but that isn't helpful when someone needs to be elsewhere at a certain time
8/15/2015 It was June 29, 2015 and our vehicle was in need of inspection, it was 1 day away from the the last day of the month and needed to be done asap. Conveniently we were right near Dunn Tire, Canandaigua so we stopped in. We had no worries, so we thought, so we walked over to a local restaurant near to there to grab a bite to eat while we waited for the inspection. Not soon after we sit down to eat the cell phone rings and it's Dunn. We need a tie rod, something with the steering and alignment or they can't pass it for inspection. Surprise a $20.00 trip has now turned into a $200 trip! Well what could we do, they are the experts not us and we need our sticker so we tell them okay do what needs to be done. We get back and everything's finished it's time to cash out. Well, get to the counter and surprise I'm presented with some papers. 1 for the work done today and another with my inspection pass, and 2 more, 1 of which is an estimate for more repairs it's going to need that didn't effect the inspection and 1 that looks like an image of the alignment, with some prices and parts scribbled on the bottom, the guy who is in a suit is trying to explain these things to me and is telling me the alignment (which was just done) is off and in time without these "fixes" the tires will get eaten up, blah,blah,blah. Yep it's going to need another $283.00! Apparently it needs... 2 sway bar links, 2 cam bolts (which need to be special ordered by the way) and another alignment. So yeah, well after just forking over $205.00 I'm kinda broke now and these repairs will definitely have to wait, so I pay what's owed for today and agree to call back and make an appointment to have the other things done in the near future (when I can get the money together). Fast forward to July 29th, okay I have the money now and can get this taken care of, call and a woman schedules an appointment for me for August 7th. The 7th rolls around so we make arrangements for a babysitter and drive to Dunn. Get there and the same guy in the suit is there and I'm a little relieved because I wasn't able to find the papers they had given me, but not too worried as surely they have copies in paper and on computer, but still he was the one to explain all about what we needed done the last time we had been there, and yes he did remember (somewhat). So we chat momentarily and ask that they also install some new wiper blades, all set. Will take about an hour and a half and we'll call you on the cell when finished. Okay because rather than sit there for that long on such a nice day we'll walk to some shops near by. The hour and half is getting close, by about 10 mins. and sure enough the phone rings and everything must be done. WRONG!!! The guy in the suit starts saying they couldn't find what was wrong with it and the initial paperwork/copies nothing can be found anywhere and the mechanic that quoted those repairs wasn't there today. But in all of that time they did put on the new wipers. Dumbfounded we walked back over to pay for the wipers, and there was such a heaviness and weird vibe, the whole situation was very bizarre and uncomfortable, everyone was kind of quiet. He did try to say we should come back when the mechanic that wrote our estimate out would be there. Really??? We just hired a sitter, had an appointment, wasted gas and almost an hour and a half of our time to be treated so bizarrely? Ummm what about the mechanic(s) there now, what about YOUR estimate that vanished into thin air??? Needless to say we were so uncomfortable and all trust was gone at that point, that we were NOT going to be returning there, what the heck just happened? Why would they tell us we needed these things then act suspicious and like we were just sort of making it up or something? Well forget them we call our usual (well trusted) place and explain to them what we were initially told we needed done by Dunn. We get an appointment for the following week for August 14th. So we get to our usual shop on our appointment for the 14th. Leave the cell number and head over to an antique shop to look around while we wait. I think maybe 15 mins. go by and we get a call from our shop... we DO NOT need anything Dunn said. All that needed to be done was tightening of the right front sway bar link! Wow good news but also bad news. What the heck was Dunn up to!??!? So a almost $300 "repair" was really only $66.00! Did Dunn loosen that bolt/link, the first time or second? Did we even need the tie rod they claimed the first time??? Why didn't they make the repairs they claimed it needed (even though I'm very glad they didn't) and why did they act so fishy and weird that day? A lot of questions and no answers. And yes I ended up finding those papers that I couldn't at the time and showed them to my shop and they couldn't believe it, they shook their head said that was very wrong of DUNN, who is now DONE!
We certainly want to apologize for any misunderstanding.Our website displays an area to tab for "Out the Door" on the home page that details "Out the Door" pricing and the page opens up and details the elements of "Out the Door" pricing and clearly states that it does not include state and local taxes Also, when you select a tire or set of tires the pricing again notes under "Total Price" that state and local taxes are not includedWe appreciate your business and to help make this a better experience with Dunn Tire we will send you a gift certificate for the amount of the taxes you paid***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
In regards to the statement about the phone number given was not in serviceThat is not trueMy voice mail on my cell phone is not set for messages up but the number is validAlsoI did leave a message with the person handling my complaint about a possible meeting on a Saturday and he didn't call backAlbeit it was a short day lead time so I understand. Also when I tried to setup a Friday meeting for 4:pm I was told that was too late basicallyCustomers do workSo I guess I'm expected to leave work early or cancel appointments to accommodate the other persons schedule? I'll be calling again to schedule a time so we can resolve my complaint*** ** ***
Unfortunately there was a significant weather event that caused over foot trailers loaded with tires to be significantly delayed In most cases it took in excess of two additional weeks.While we will always do our best to supply World Class Customer Service...the conditions that
resulted from this storm certainly hampered our abilityWhile we can be understand the customer's frustration with the situation we cannot be held responsible for up to feet of snow delaying and disrupting our receipt of tires for weeksWe believe the claim to be unrealistic in view of the significant and record braking event that took place during this time
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Thats fine I just want to be done with this thank you
*** ***
*** *** **
*** ** ***
dunn tire has burned the bridge1st called weeks ago, wanted new tires mountedI would bring in the wheels,, didn't have time to do it guess they couldn't squeeze in the gravy worktoday did it,, took a leaker tire to them,, stone near the shoulder of tire, wanted me to get a new tireya right, got fixed some where elsesee ya dunn
We apologize if you felt one of our responses "was rude" Unfortunately the original complaint was made by ***...according our records he did not have a van and his business was consistently done at our Union Road storeAs far as not accepting our offer...we have already sent *** a gift certificate We do not agree with claim that the damage was done by Dunn...but in good faith we still issued a gift certificate for $to ***
Over the last few days we have made attempts to contact the customer by phone and now by email
At this ***e, there is nothing more that can be done until there is a conversation between *** *** and our Director of Retail Operations for Rochester (*** ***)
***'s phone
number is ###-###-#### and his email is ***@dunntire.com
After Dunn tire had our car for hours to install tires, it was picked up, only to find that the tires were never balanced! Perhaps they need to work on their " out the door" policy!
We have resolved this complaint to the customer's satisfactionRobert C***
There was a lack of communication, had an early appt scheduled, showed up early, it took them minutes to realize the parts order was never placed and now I have to days to come back again taking valuable time out of my very busy schedule, while I was waiting they told customers that they didn't have any tires in stock to replace for themI thought this was Dunn TIRE!! Hence one would THINK they would have lots of tires in stock?? No wonder this store has a star rating!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards, *** ***
After an investigation with the store, here is what we have discoveredThe customer dropped his vehicle off to have tires installed This was the first time that
Dunn Tire has seen this vehicle
The vehicle is equipped with multi-piece lug nuts The tin cover was missing on most of the lug nuts allowing moisture to get in and as a result the remaining lug nut had corroded on the stud
We were unable to remove the lug nut with the impact gun or a break bar In using the break bar our tech did break one of the lug nuts, leaving the lug seat still seized on the stud The store manager advised the customer of what had taken place and advised him that we could fix it for him The customer was also informed that in order to perform the job it required that we remove the brakes The store manager also mentioned to the customer that in the process of doing this job, if there was a problem with the brakes...we would need to address that
The customer then demanded that we pull the vehicle out and the customer left
Based on this report from the store...yes we did have a problem...primarily due to the condition of the lug nuts that we missing a primary piece of weather protection We also acknowledged that we did break off part of the lug...leaving the lug seat seized on the stud We informed the customer and advised him that we would fix that for him
The customer made the decision to leave