[redacted] Studs, lug nuts, brakes and tires all wear out in time When a vehicle enters our shop and the tire wheel assembly is installed back on the the vehicle, you look for wheel hub centering, lightly run lug nuts down, and torque to ftlbs (Subaru) We do that to every vehicle, have for years Sometimes you cannot detect problems that may arise down the road They are wear items I do not know the history of this particular vehicle, or where it has been! Therefore, we will not assume responsibility for this problem.In the past we have always worked with customers to fix problems that arise, and would have helped her too I had her pull her car over in front of one of our bays and removed a couple of lug nuts The studs were fine Went around to the right front and verified stripped wheel stud base I told her to drop the car off tomorrow and we would look at it She said she would as long as there would be no cost to her.I told her we cannot guarantee that, and she started getting upset When someone comes into our shop with two other people, and her and one of the occupants start telling me that I ruined her car, and that I should own up to our mistakes, that when I started having a problem She states that I called her a liar, why would I? What would she be lying about? As far as being threatening....again why would I? After minutes of hearing about lawsuits and lawyers, I told them to "just get out of there" I did not use any profanity and have multiple witnesses that saw and heard her screaming at me One even got a video of it After reading their statements in your letter, we will not have anything to do with them
[redacted] Studs, lug nuts, brakes and tires all wear out in time When a vehicle enters our shop and the tire wheel assembly is installed back on the the vehicle, you look for wheel hub centering, lightly run lug nuts down, and torque to ftlbs (Subaru) We do that to every vehicle, have for years Sometimes you cannot detect problems that may arise down the road They are wear items I do not know the history of this particular vehicle, or where it has been! Therefore, we will not assume responsibility for this problem.In the past we have always worked with customers to fix problems that arise, and would have helped her too I had her pull her car over in front of one of our bays and removed a couple of lug nuts The studs were fine Went around to the right front and verified stripped wheel stud base I told her to drop the car off tomorrow and we would look at it She said she would as long as there would be no cost to her.I told her we cannot guarantee that, and she started getting upset When someone comes into our shop with two other people, and her and one of the occupants start telling me that I ruined her car, and that I should own up to our mistakes, that when I started having a problem She states that I called her a liar, why would I? What would she be lying about? As far as being threatening....again why would I? After minutes of hearing about lawsuits and lawyers, I told them to "just get out of there" I did not use any profanity and have multiple witnesses that saw and heard her screaming at me One even got a video of it After reading their statements in your letter, we will not have anything to do with them