Fletcher's Tire & Auto Service, Inc.

At this time I am currently working directly with the customers legal council to resolve this issue.
Fletcher's Customer Service Dept.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending...

it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

RE: Complaint ID#[redacted] In regard to the complaint filed by Ms. [redacted] The vehicle in question was originally brought to Fletcher’s on 10/05/2015 at 159,108 miles, the customer stated that the vehicle was running rough and requested to have the vehicle inspected. This was the first...

time Fletcher’s had serviced the vehicle and have no prior knowledge of the vehicles service history. Upon performing a diagnosis it was determined that cylinder number three had a misfire and that the spark plug needed replaced due to a heater hose leaking coolant into the spark plug tube, causing it not to operate properly. Fletcher’s recommended replacing the spark plug and the heater hose as well as a coolant flush to prevent further issues with these components. The customer approved the work and utilized a financing option that we offer through Easy Pay Financing to pay for the service. The repairs made cleared the check engine light and the vehicle was running properly. On 10/17/2015 at 159,475 miles the vehicle was returned to Fletcher’s due to the check engine light coming back on. Upon inspecting the vehicle it was determined that the ignition coil pack which provides spark to the spark plugs was not operating properly and it was recommended to be replaced. The customer was given a quote to replace coil pack but declined to have the service performed at that time. On 11/2/2015 I received the first customer complaint filed through the Revdex.com from Ms. [redacted] I contacted the store management where the work had been performed and had them reach out to the customer and attempt to resolve the service issue for the customer. On 11/2/2015 at 160,395 miles the vehicle was dropped off at Fletcher’s to have the ignition coil replaced at no cost to the customer as had been offered by the store manager. Upon receiving the vehicle it was determined that the vehicle was running worse than it had when we originally recommended replacing the ignition coil pack 920 miles prior. Upon replacing the ignition coil pack the engine performance did not improve, Fletcher’s then went on to replace all of the spark plugs. After replacing the spark plugs the vehicle still was not running properly. In the attempt to find the cause of the current issue more diagnosis was performed on the vehicle which determined that driving the vehicle for a prolonged period with a failing ignition coil caused the PCM (powertrain control module) to fail. Fletcher’s purchased a used PCM and hired a mobile technician to reset the PCM to the correct vehicle settings. These repairs were completed on 11/16/2015. This was a time consuming and costly process to determine the causes of the vehicle running improperly and to obtain the parts needed for the repair. Due to the unforeseen issue and the time frame which it took to perform the repairs, the store manager waived all cost to the customer as a customer satisfaction. Unknown to Fletcher’s, the vehicle stopped running at or on approximately 160,493 miles just 98 miles after leaving Fletcher’s. On 12/12/2015 the vehicle was towed in not running. Upon inspection the battery for the vehicle was in the bed of the truck, wires were hanging from under the dash board, spark plug wires to the ignition coil were disconnected, the wires to the PCM had been removed, and the PCM was not tightened down the way it had been when Fletcher’s had performed the previous service. Whoever had decided to perform mechanical service work on the vehicle had voided the warranty for all parts and labor that had been provided by Fletcher’s Tire and Auto. A gentleman claiming to be a family friend of Ms. [redacted]stated to the store manager that he was interested in purchasing the vehicle and agreed to pay to have the PCM replaced. The store manager agreed to replace the PCM at a cost of $350, under the condition that Fletcher’s maintains no warranty for any of the services provided from the prior or current repairs due to the tampering of products and services that Fletcher’s had previously performed. Fletcher’s Tire and Auto has no fault or control over Ms. [redacted] making the decision to sell the vehicle. As to Ms. [redacted] request for reimbursement for financing; Fletcher’s uses a third party company for financing as an option to assist our customers. It is a contractual obligation between the customer and the financing company (Easy Pay) that Fletcher’s has no involvement in other than to offer it as a payment option. Fletcher’s has provided servicing and labor at no charge to the customer due to the customer refusing to pay for the repairs that were needed to fix the vehicle. Without informing Fletcher’s of a continued service issue the customer has had mechanical work performed on the vehicle which compromised the parts and services that were provided by Fletcher’s which has voided any warranty related to servicing provided by Fletcher’s. There is nothing further that Fletcher’s can do to assist this customer.            Fletcher’s Customer Service Department

The Customer Service Department was unaware of this complaint. I will contact the customer directly to resolve this issue.Thank you,Fletcher's Customer Service Dept.[redacted],Good afternoon, I have contacted Mr[redacted] in regard to his complaint with our Holiday Gift Card...

Promotion from 2014, He asked who I was, and I explained I was with the Fletcher’s Customer Service Dept. He then asked why I was calling and I told him I was calling in regard to the complaint that he had filed with the Revdex.com. He then said something that I couldn’t understand and hung up on me. I am considering this issue to be resolved. I have also included an example of the gift card in question as an attachment. Please let me know if I can be of further assistance with this issue. Thank you,[redacted]Fletcher’s Customer Service Dept.

RE: Complaint ID #[redacted]

I spoke with Mr. [redacted] earlier this week and tried to explain our [redacted] Buy 2 Get 2 Free value package. Mr. [redacted] was not satisfied with the explanation that he was given and insisted that we honor his request for purchasing **...

[redacted] tires on the Buy 2 Get 2 Free promotion. The [redacted] tires are not a part of the current Buy 2 Get 2 Free tire value package. I have included a copy of the ad that Mr. [redacted] is speaking of (as an attachment). This advertisement was approved by the Revdex.com and it includes the Hercules brand logo, the mileage 40K warranty and states Select sizes on the front of the ad. On the reverse side of the ad it includes installation details and it says See store for details. 

In the interest of customer service I would more than willing to offer Mr. [redacted] our friends and family pricing on the [redacted] products that he has requested if this will resolve the issue.

Thank you,

Fletcher’s Customer Service Department

I'm not working with the store manager I'm working with the district manager and meeting with him Saturday to discuss resolutions still waiting for the car to be serviced and completed correctly and safely.

I have already spoken with Ms. [redacted] and am in the process of getting her reimbursed. I will be contacting Ms. [redacted] directly to resolve this issue and will let you know the outcome.Thank you, Fletcher's Customer Service

I have reviewed the response made by the business in reference to...

complaint ID[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

Today (12/12/2013) around 3pm, I called the 83rd and lower Buckeye location. Somebody told me that it is okay to come for they have time to do the alignment that my vehicle needed. So in about 10-15 mins I was in the location. When I arrived, I was told that they are packed and that they cannot attend to my vehicle's needs. It was a waste of time, fuel, efforts to go to the location and not able to get the service that was assured that they can do.

I do not send negative feedback as much as I can but this one is just unacceptable. I believe that there is a need to look at the process and have some improvements on this location.

RE: Complaint ID#[redacted]
In regard to the complaint filed by Mr. [redacted] The vehicle in question was brought to Fletcher’s on 09/03/2015, the customer requested to have an inspection performed on the front end suspension and tires. Upon...

performing the inspection. It was recommended to replace a minimum of two tires and replace a emissions vent valve due to check engine codes that were present in the system.

The customer elected to have two of the tires and the emissions vent valve replaced and was returned one of the tires that were removed from the vehicle.
The customer states the Fletcher’s replaced the wrong two tires on the vehicle by replacing the best tires and leaving the tires that were the most worn.
At this time there is no information that can be confirmed as fact for this situation. Due to the amount of time since the service has been performed the original inspection report for the tires on the vehicle has been discarded. I have contacted the customer in the attempt to have the vehicle brought in to have a new inspection performed on the tires along with the tire that was returned to the customer to confirm the customers concerns. I was informed by the customer that he is no longer in possession of the vehicle or the tire that was returned to customer after removal.
I am willing to offer an in store credit (good toward the purchase of any products or services offered) of $106.75 which is based on a 50% proration from the purchase of the two tires in September

Please let me know if this offer is acceptable so I can have the credit applied to your Fletcher’s account.
Fletcher’s Customer Service Department

I took my truck to another mechanic after "work" was completed at Fletcher's to have a second opinion. The mechanic determined the fuel pump currently on the truck is AC Delco which is original to the truck manufacture Chevrolet. Fletcher said on there response it was the brand "Delphi"  from [redacted] which is an aftermarket part. If my fuel pump was replaced why do I have a video dated 7/26/2016 with the same truck doing the same issue that I left at Fletcher's to get fixed and payed for? Plus the tech manager said they only use original equipment on parts that are sensitive like mine? I simply want my truck fixed without being scammed. Yes, I did inquire about a fleet account and was in the process of opening one with them but after my experience I will not. The only reason I brought up the Attorney general lawsuit and scam is because I was and I am frustrated/angry that I paid good money to get my work truck fix, I brought up the lawsuit after I had paid for service not before. I do not accept, I do have a video. Today 8/8/2016 my truck did the same thing all over again and I took it to the mechanic shop where he plugged in the OD2 reader and the code came out to P0230. Which is fuel pump related, he is charging me $560 to replace the fuel pump that supposedly Fletcher's replaced. Which doesn't make sense, Why should I pay again for something that was fixed? I spent $818 at Fletcher now another $560? So what happens now, I bought a full set of brand new tires & fuel pump. I'm screwed either way because the corporate compliant guy said take your business else where. So does that mean my warranty is void on both things? I do want a full refund since now I have to pay a new shop to replace what they did not do and I also have to get my tires serviced else where. I expect a refund on the fuel pump service and at least half for the tires since my warranty, rotation, repairs will not be provided by Fletcher's since they decided to let my account void.

In regards to the customers concerns about the resolution not being clearly outlined, I have had the manager of the store location draw up paperwork that outlines all of steps of resolution. The customer has already come by our store location and signed off on the paperwork and this matter can be considered resolved.

Thanks

Fletcher' Customer Service

Horrible! I had an 10am appointment on Jan 23, 2014 for oil change and wheel alignments. I waited 2.5 frigging hours and they did NOT do the alignment because they forget! One of the most time-wasting I've ever had for a oil change. The mechanics did not do crap. They spent most of the time chatting and killing time, doing almost nothing. I am not going to that location ever again. They can go to [redacted].

Fletcher's has contacted the customer directly and are in the process of resolving this issue.
Fletcher's Customer Service Dept.

I had one of the worst experiences at Fletcher's tire and auto than I have had at any business. I bought a [redacted] for Fletcher's expecting a good deal and quick service what I got was the opposite. I made an appointment for two vehicles at noon to have their oil changed and a tire rotation. We arrived at 11:50 am to have them both changed. I was informed upon arrival there was one person that was doing oil changes, which told me it would be about an hour for both. Upon finishing it was now 2 hours later and I never got the tire rotation on either vehicle. While waiting the manager ([redacted]) that should not be a manager, told me and another customer to not use [redacted] and just go straight there since there oil change is only $14.95 and [redacted] was $17 which is not what you want to hear as a paying customer. I had gone to check out and pay for the $3.50 EPA fee per oil change that is listed in the fine print on the [redacted], this charge I was expecting. The manager also told me there was a shop fee for each vehicle plus the taxes. I asked him about it the shop fee since I was unaware of this charge and was not informed prior to the oil change. He then told me it was in the fine print of the [redacted], I searched the [redacted] and showed him that the only charge was a $3.50 epa charge. The manager then replied, "that isn't our ad its [redacted]s so it's not on there". He then tried to pull up his ad online and found that they also don't show any shop fee and replied, "the print is too small to read" so I pulled it up on my iPhone to zoom in and show him, he responded, "every shop has a shop fee". I was very unsatisfied with his response, and I paid the fee and left. I had wrote a complaint to Fletcher's corporate office and was never returned a response after a week. Well once I got back into my car to drive I noticed that under my car was a large pool of oil. I then wrote Fletcher's again asking for a response to my previous email as well as that my car is now leaking. Still I had no response to my emails that they have any concern for their customers.

On 4/13/15 I took my vehicle in to have the check engine light fixed,check engine light, the door locks on the key less remote, light alarm, and door alarm to be fixed, which consisted of a $89.00 diagnostic charge.

At around 11 am on 4/13 I was called by Fletcher's and informed that the door, light and alarm issues were fixed and that their diagnosis recommendation was new spark plugs, and a catalytic converter needed to be replaced. I agreed to the recommendations and paying $1000.00 for all of the repairs, after confirming that fixing these issues would resolve my concern which brought me into their business this day.

At 5pm on the same day, I picked up my vehicle. The door issue was not resolved. Fletcher's employee Justin informed me that when he called me earlier they were working and but did not indicate he would fix it. I was disappointed but did not want to make an issue of it.

Saturday (4/16/16) morning while I was driving to the grocery store the check engine light on my vehicle came on. I then drove it to Fletcher's when I was informed to bring it back on Monday (4/18/16) at 8am. On Monday at 8 am I arrived at Fletcher's, after a review of my vehicle I was informed I would need to pay an additional $800.00 to have the issue with the check engine fixed.

I am concerned that my initial issues were not accurately addressed, and now I am being asked to pay an additional $800.00 for issues that should have been accurately resolved on 4/13/16.

I will be contacting the customer directly to resolve this issue
Fletcher's Customer Service Dept.

An agreement has been reached with Fletcher’s management and a relative of the customer to resolve this issue. As of 3/12/2016 two new wheels have been installed on the customers vehicle. The customer and or customers relative have also been informed that the Tire Pressure sensors should reset themselves after a short period of driving. If there are any further issues with the Tire Pressure Monitoring system the customer is more than welcome to contact the store location or the Customer Service Department.
 
Fletcher’s Customer Service Dept.

The Fletcher's Customer Service Department was unaware of Ms. [redacted]'s concerns. I will be reaching out to Ms. [redacted] to try to resolve this issue immediately.

Thank you,

Fletcher's Customer Service Dept.

This issue has been resolved between Fletcher's and the customer. Please advise if any additional information is required.Fletcher's Customer Service Department