Farwest Tire

Complaint: [redacted] I am rejecting this response because: ON 01/16/PICKED UP PICKUP AFTER THEY CHANGED SPARK PLUG WIRES, THEY TOLD US IT HAD TO BE ORIGINAL FORD WIRES SO IT WAS GOING TO BE MORE EXPENSIVE THAN REGULAR ONES THE WIRE SET COST $AND LABOR COSTS WERE $ THEY SAID THIS WOULD FIX THIS PROBLEM ON 04/02/THEY CHECKED MISFIRE AND SAID TO CHANGE#PLUG PLUG COST $AND LABOR WAS $ THEY SAID THIS SHOULD FIX IT ON 04/14/WE WERE TOLD THEY HAD TO REPLACE ALL THE PLUGS COST OF PLUGS WAS $AND COST OF LABOR WAS AND THIS SHOULD FIX THE PROBLEM ON 06/04/RETURNED TRUCK TO FARWEST DUT TO MOTOR RUNNING ROUGH AND MISSING THE MANAGER SAID HE WOULD TAKE IT TO ANOTHER SHOP TO DIAGNOISE PROBLEM CALLED A FEW DAYS LATER AND NOTHING HAD BEEN DONE THEY REPLACED ANOTHER SPARK PLUG AND TOLD ME TO RE\PLACE THE GAS CAP AND THAT WOULD FIX IT I ASKED TO TALK WITH OWNER AND HE SAID HE WOULD RESOLVE THE PROBLEM WITH HIS MECHANICS WHEN I WENT BACK IN, HE TOLD ME THAT THEY COULD NOT MAKE ME HAPPY SO DO NOT COME BACK I THEN WENT TO [redacted] AND HAD THEM CHECK THE ENGINE LIGHT PROBLEM I HAD ASKED FARWEST TO DO THE COMPRESSION CHECK BUT THEY SAID IT WAS TO DIFICULT TO DO AND WOULD COST A LOT MORE FORD DID THE COMPRESSIONCHECK AND TOLD ME THAT ALL THAT WORK DONE WAS A WASTE BECAUSE THE ENGINE NEEDS TO BE REPLACED IF FARWEST HAD DONE THE COMPRESSION CHECK FIR\STI WOULD HAVE SAVED MONEY BY NOT DOING ALL THE OTHER STUFF I FEEL THAT IT WOULD BE A MISTAKE TO HAVE FARWEST EVER WORK ON ANYTHING Sincerely, [redacted] ***

January 16, 2015, this customer brought in his Ford Fpickup, with188,miles on it, into our shop, complaining of a "check engine" light, and theengine running roughWe checked the engine codes, which showed anemissions code, which sometimes indicates a loose or defective fuel filler
cap,and numerous misfire codes on different cylinders, the most being on cylinder#We suggested to him that he allow us to perform a tune-up, which wouldinclude spark plugs, compression test, while we have the spark plugsremoved, and in this case the vehicle had a set of aftermarket spark plug wires,which were brittle and crackedSo, we suggested replacement of the sparkplug wires, alsoThe customer stated that there is no way that he was going tospend that kind of money, and what could we do cheaper to make it run right.Engine code readings from modern vehicles DO NOT tell the technician whichparts need to be replacedThey simply record low or high voltage readings fromnumerous sensors in and around the engine, suggesting which operatingsystem on the engine needs to be addressed, such as emissions, spark delivery,fuel delivery, etcThe customer said that he wanted it to run, with the absolutelyLOWEST outlay of money, so we suggested replacing the spark plugs firstHesaid that the spark plugs were already replacedThat said, we suggested thatthe next most likely cause of the misfires would be his spark plug wiresHeOked that work, so we performed the job and deleted the codes, which turnedthe "check engine " light offThe engine ran well when it left our shop.April 13, 2015, the customer brought his vehicle to our shop, with the "checkengine" light on and running roughWe checked the codes, and found misfireson the #cylinderOur technician suspected that the spark plug may be bad,even though the customer wouldn't allow us to replace them the first visit, so heremoved that spark plugThe electrode was burned so badly that it could onlyoccasionally fire that cylinderHe showed the customer, and he Oked thereplacement of all of the spark plugs, which we didWe then deleted the codesand re-set the "check engine" lightThe engine ran well when it left our shop.June 4, 2015, the customer again brought his vehicle to our shop, with the samecomplaintHe said that it began misfiring a while before, and he had taken it to*** ***, in Coos Bay, OregonThey had analyzed it and foundnumerous codesThe customer was very angry with us, and accusatory, andthreatened to file a complaint with the Revdex.comMy storemanager, ***, asked me what I thought we should do at this point, and I toldhim that when a customer won't allow us to diagnose the problem in thebeginning, and only wants a cheap band-aid thrown on it, then complains thatwe didn't fix the problem the first time into the shop, then threatens to file acomplaint with Revdex.com, he will NEVER be a satisfied customer,
and should be dealing with another shopI told *** to make sure that wedidn't happen to receive a defective spark plug from the parts store, and put itinto the #cylinder, so we bought a new spark plug, and replaced the one inthat cylinder, at no chargeI called ***, owner of *** ***, anddiscussed the problems that we found with this vehicle*** told me that he haddealt before with this customer, and that he would be fine with following throughwith finding the problem with the customer's vehicleI explained to him thesteps that we had taken so far, and that we would recommend his shopWhenthe customer picked up his vehicle, I told him that we replaced the #sparkplug, at no charge, just in case the one we had previously installed wasdefective, and that I had discussed the case with ***, and that *** is willing topick up where we left off on the vehicleI explained to the customer that*** *** is a very capable FULL ENGINE shop, and can go awhole lot deeper into engines than we do, and we've pretty much gone as far aswe go, in replacing ignition parts that are obviously defective, and now it's timefor a specialistThe customer said "I'm not going to pay that shop to read thecodes." We had never charged the customer for reading codesThe customerappeared to be very displeased that we would not pursue his problem further,but each time that he came into our shop, he was angry and accusatory, andevery time, we had to remind him that he wanted us to only replace one item, atthe cheapest cost, rather than letting us analyze his problem, and repair it all atonce.NOW the customer blames us for his insistence that we not do a full analysis ofthe engine, but rather start by replacing the cheapest parts that are obviouslyfaulty, and if it doesn't cure the problem, then accuse us of incompetence, andask us to replace the NEXT cheapest parts that are faulty.We are entirely satisfied to go slowly with our customers' money, if they arepatient enough to realize that when you tie the hands of our technicians, anddictate the terms of the tech's analysis and repair of your vehicle, then you loseyour right to blame the technician when your cheapness prevented your desiredresult.The successful resolution mentioned by Revdex.com can not be that this customerreturn to our business as a happy customer, because it would mean that someof my employees would quit and go to work for one of my competitors, wherethis customer is not allowed to verbally abuse themMy employees are a bigreason for our success, and are far more valuable to my business than onecustomer who causes his own dissatisfaction, and then blames it on us.*** * ***,President,Farwest Tire, Inc

Complaint: [redacted]I am rejecting this response because:
ON 01/16/2015 PICKED UP PICKUP AFTER THEY CHANGED SPARK PLUG WIRES, THEY TOLD US IT HAD TO BE ORIGINAL FORD WIRES SO IT WAS GOING TO BE MORE EXPENSIVE THAN REGULAR ONES.  THE WIRE SET COST $127.56 AND LABOR COSTS WERE $112.50.  THEY SAID THIS WOULD FIX THIS PROBLEM. 
ON 04/02/2015 THEY CHECKED MISFIRE AND SAID TO CHANGE#2 PLUG.  PLUG COST $5.25 AND LABOR WAS $65.00.  THEY SAID THIS SHOULD FIX IT.
ON 04/14/2015 WE WERE TOLD THEY HAD TO REPLACE ALL THE PLUGS.  COST OF PLUGS WAS $43.84 AND COST OF LABOR WAS 105.00 AND THIS SHOULD FIX THE PROBLEM.
ON 06/04/2015 RETURNED TRUCK TO FARWEST DUT TO MOTOR RUNNING ROUGH AND MISSING.  THE MANAGER SAID HE WOULD TAKE IT TO ANOTHER SHOP TO DIAGNOISE PROBLEM.  CALLED A FEW DAYS LATER AND NOTHING HAD BEEN DONE.  THEY REPLACED ANOTHER  SPARK PLUG AND TOLD ME TO RE\PLACE THE GAS CAP AND THAT WOULD FIX IT.
I ASKED TO TALK WITH OWNER AND HE SAID HE WOULD RESOLVE THE PROBLEM WITH HIS MECHANICS.  WHEN I WENT BACK IN, HE TOLD ME THAT THEY COULD NOT MAKE ME HAPPY SO DO NOT COME BACK.
  I THEN WENT TO [redacted] AND HAD THEM CHECK THE ENGINE LIGHT PROBLEM.  I HAD ASKED FARWEST TO DO THE COMPRESSION CHECK BUT THEY SAID IT WAS TO DIFICULT TO DO AND WOULD COST A LOT MORE.  FORD DID THE COMPRESSIONCHECK AND TOLD ME THAT ALL THAT WORK DONE WAS A WASTE BECAUSE THE ENGINE NEEDS TO BE REPLACED.   IF FARWEST HAD DONE THE COMPRESSION CHECK FIR\ST. I WOULD HAVE SAVED MONEY BY NOT DOING ALL THE OTHER STUFF.
I FEEL THAT IT WOULD BE A MISTAKE TO HAVE FARWEST EVER WORK ON ANYTHING.  Sincerely,[redacted]