Fletcher's Tire & Auto Service, Inc.

Great team of hard working people. The have worked on all of my rigs for years and strive to give the best price and service. I have sent many friends there and they all have thanked me for the advice. They go over the top helping with all my Cars, work Truck and big motorhome.

Review: The two front gas shock struts were improperly installed with bushings being damaged allowing metal to metal contact and a sharp clanking noise over any bump. The auto was taken back to Fletchers to fix the problem within a week or two of installation. Fletchers Tire acknowledged the noise and said they did not know what the problem was and suggested that the shock mounts on the car may be at fault with a large dollar estimate to further disassemble the car to try and locate the problem. I refused the additional cost/work as I could not afford the work. After taking the car to [redacted] for other work, I also asked [redacted] to determine the cause of the clanking noise since I had the new struts installed by Fletchers Tire, [redacted] determined that both front struts had been improperly installed. I am in possession of the improperly installed struts which show the strut bushings being twisted, allowing metal to metal contact.[redacted] properly installed new struts after I had been told by Fletchers Tire they did not know what the problem was!

Product_Or_Service: two front struts

Account_Number: invoice # [redacted]Desired Settlement: DesiredSettlementID: Refund

Refund of the cost and labor to correct the improperly installed struts, amounting to $316.72.

Business

Response:

I have been in contact with Mr. [redacted]; we have made arrangements to have the struts in question brought to one of our locations this weekend to be inspected. Once the inspection has been performed on the struts we will have a better understanding of what will be required to resolve this issue for Mr. [redacted].

Fletcher’s Customer Service Dept.

Review: On 1*/*9/14, I took my *004 Dodge Dakota to the Fletchers location located at [redacted]. The reason for taking my vehicle in for service was due to transmission problems and a coolant leak. After diagnosing my vehicle's problems, I received a call from [redacted]. He stated that I needed a new transmission, water pump, and fan clutch. He told me the total for these repairs would be $*169 out the door. I agreed to the cost and to have the work performed. [redacted] then told me that he had located a used transmission in Mesa, AZ with 75,000 miles on it and they would have it delivered and get to work on my truck. I did not hear anything for a few days so I called [redacted] and asked for an update. I was told that the junk yard in Meas had dropped the transmission in transit and that it cracked the case. He then told me that he found a second transmission in another state and was making arrangements to have it shipped here. Another week went by and I again called [redacted] for an update. I was told that they still don't have a transmission because he is being given the runaround from this out of state yard. [redacted] then proceeded to tell me that he was ordering a new "box tranny." A few more weeks went by and I again had not heard from [redacted]. I called again and was told by [redacted] that he was still waiting for the new transmission. Eventually, I was called sometime during the first week in February and told that my truck was finished (Fletchers had my truck for almost five weeks). When I went to pick it up, I wanted to confirm what took so long and asked if it was indeed a "new box tranny." The guy at the desk phoned in back to [redacted] and asked if it was a new tranny and [redacted] replied that "No, it is a rebuild." At this point I absolutely felt that I had not been told the truth and was being given the runaround. After leaving with my truck, I was able to drive it for two days before the check engine light and the service 4wd lights lit up on my dash. At this same time I noticed that my truck was now leaking from several different places on my garage floor. Upon inspection of the leaked fluids, I noticed that it was leaking red transmission fluid as well as oil. (When I took my truck to Fletchers, the only leak it had was a coolant leak) The coolant leak had been repaired, but it was now leaking transmission fluid and oil. I know enough about transmission rebuilds to know that part of the rebuild is to replace the gaskets so there is no reason that this should be leaking. A few days later, I lost power steering. When I looked under the hood, I could see that the Serpentine belt had fallen off and was just laying there. I knew that the serpentine belt had been removed when they replaced the water pump and fan clutch. I had my truck towed back to fletchers on Carefree Hwy and called [redacted] and explained that fluid was leaking all over my garage and there were no leaks before they worked on it, the serpentine belt had fallen off, and the check engine and service 4wd lights were on . [redacted] tried to act like this was all unrelated to the work that they had preformed. I asked him why a rebuilt transmission was leaking. He stated that "Fletchers did not do the rebuild themselves so he could not comment on why the gaskets were not replaced." After arguing with him, he agreed to fix all of these issues free of charge (as he should). When I picked up my truck and read the receipt, it stated that they replaced the transmission pan gasket and there was oil leaking from the rear main seal (this was NOT leaking before they worked on my truck). When I got home, I immediately saw that there was a significant amount of oil leaking on my floor. Due to feeling like I had been given the runaround and all of these problems that arose after they performed the work, I decided to take my truck for a second opinion from a different company. I explained the situation and was told that the gaskets should absolutely be replaced when a transmission is rebuilt and that it is always recommended that the rear main seal be replaced when the transmission is removed. Not only was it not recommended to me that the rear main seal be replaced, my truck was not leaking oil before this work was performed. I have had my truck back for about two weeks and it is AGAIN leaking transmission fluid on my garage floor. I feel that this is absolutely unacceptable service and the people who you have performing this work do not know what they are doing. I am done arguing with [redacted] about these issues and feel that this complaint is the next logical step in resolving these issues.Desired Settlement: First, because I was told that Fletchers did not rebuild my transmission themselves, I would like to know the name and contact information for the person/business that did. I also expect to have this transmission leak fixed correctly as well as the oil leaks fixed/rear main seal replaced. Again, there were no oil leaks before Fletchers performed this work and I have been told by another company that it is common practice in this industry to replace the rear main seal anytime the transmission is removed. In addition to you repairing my truck correctly, I feel that your company should provide me with a rental car while this work is performed. If Fletchers cannot do this work correctly, then I expect them to reimburse me for the costs incurred to have the work performed at a Dodge dealership. If neither of these options are acceptable, then I request a FULL refund so I can go have this work done correctly.

Business

Response:

I am currently attempting to contact our customer to make arrangements to resolve this issue and will update you by email of any resolution that is reached.Thank you,Fletcher's Customer Service Dept.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have been contacted by phone by Fletchers Tire & Auto customer service. They have agreed to take a look at my vehicle at a different location. I will be taking my vehicle to them in the next few days and will update this complaint with the outcome

Regards,

Review: 06/28/2013 took my BMW 2003 325i to fix a broken belt, they call me next day that the car need the second belt (a/c) and a pulley and a tensioner plus I ask for an oil change. After work went to pickup my car pay the amount of $684.71. not even a thank you to my surprise. I find too much in the parts so I went to auto zone and asked them an estimate for the parts that total $140.96 with 2 years warranties. and Fetchers charged $368. also searched online on Importech BMW and was only $106.73Desired Settlement: my money back at least for $227.04 taking the Auto Zone estimate

Business

Response:

Ms. [redacted],

Complaint # [redacted]

Ms. [redacted] good morning after reviewing Mr. [redacted] concern Fletcher’s will refund a one half of his $227.04 request to assist in his request. I have viewed the invoice and found that our Carefree location followed the normal industry mark-up on parts pricing additionally Mr. [redacted] received a $10.00 discount on the Full Synthetic Oil Service which is $20.00 below Jiffy Lube along with a $25.00 discount off the service repairs that were performed.

Please review the parts mark-up which again is standard in the automotive industry. Auto Zone does not qualify as a repair facility they are a place to purchase low cost parts a better comparison would be a BMW dealership parts department . Fletcher’s cost on all parts totaled $175.00.

Itemized Parts;

A/C Belt Cost $20.00 Selling Price $39.95

Alternator / Water Pump Belt Cost $30.00 Selling Price $69.95

Alternator / Water Pump Pulley Cost $50.00 Selling Price $101.32

Alternator / Water Pump Tensioner Cost $75.00 Selling Price $156.78

Discount off ticket $25.00

We follow both local and national guidelines on pricing some companies may use a different formula for parts mark-up however most follow the guidelines we adhere to.

I will meet Mr. [redacted] in the middle and offer a refund of $113.52 which is one half of his request. This refund is not based on our invoice pricing or Fletchers profit, I will reach out to Mr. [redacted] and offer to work with him.

If this is accepted I will send out the refund check next week to the address provided;

Thank you,

Consumer

Response:

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,

I purchased a groupon coupon for $69 which included an oil change and brake change for front or back and machined rotors if needed. I took my vehicle in to do the services, I got a call a few hours later and was informed I didnt need brakes yet but they would honor my coupon when brakes were needed, las month I took my vehicle in to do the brakes because it had been 3 months since they last looked at it and they were squeaking alot. I got a call from the store manager and he told me that I needed new rotors because mines were uneven and they could not machine them he went ahead and told me that it was not recommended to change the brakes because the rotors were bad and the problem would be worst. Not to mention that I dropped my vehicle off at 9AM and received this call until 4PM on my only day off of the week. So I went to pick up my vehicle and went to a family friend who is a mechanic and I asked him to look at my rotors which had no grooves and were very smooth, so now I wasted a whole day of work with no vehicle, I didnt get my brakes changed because I was being upsold for 85.00 a piece for rotors so I basically paid $69 for an oil change, what an expensive oil change. I usually never do reviews but after not receiving a response from corporate customer service I figured Revdex.com would do.

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.

I went to the fletcher's store located on [redacted]. Bell Rd. in phoenix az. 85022. On 8/112/15. I had a rather big screw struck in my right front tire that was still mounted on my car. I told the clerk my problem and went into the waiting area. Soon a Technician came in with the tire saying he could not fix it because the screw was too close to the edge. So I asked for a quote on a new tire. They gave me two prices the first price was the price of the tire $146.00. The second one was the total including mounting and taxes $266.00. The clerk and I briefly talked about the price and I he informed me that they did not carry the tire that I needed in stock and I would have to wait until they can locate one maybe the day or so. I told him that I did not want it done today but i'd come back tomorrow for sure. I wanted to double check that price so I asked him what it was again. He told me that he already deleted it off the computer. So I politely asked him to double check. He very reluctantly with a slight attitude did check but he actually added " I have other things to do". I thanked him and briefly left without further incident. I immediately went to pep boys and got a different prospective estimate of that was still repairable. [redacted] did not have the tire they referred me to discount tire which was right down the street. Discount tire not only said that the tire was repairable but they even showed me that it was repairable by the sample tire that was in the showroom. After I told them about my earlier negative experience with Fletcher's Tire and Auto they did not even charge me. And I'd like to give discount tire an A plus on customer care, value and presentation.

Review: On 02/09/16 my vehicle was towed to the Buckeye location to get serviced for both left control arms and R&R control arm replaced, along with an alignment, two black steel wheels, and tire installation. My car remained at that location for 4 days. When I picked up the vehicle that Thursday evening after the shop was closed I noticed that my hubcaps weren't installed back onto the wheels that had the service done. As a follow up I was told the hubcaps were out of shape and could not fit the wheel. That Friday morning I started up the vehicle to find that my tire pressure sensor light was on. Out of concern and multiple attempts to call the Buckeye locations with being on the phone as it rang for over 10 minutes each time I called that location on several occasions with no response. Out of convenience I visited the Estrella location because it was closer to my home. I brought my car in as they examined the car they informed me that it would be in my best interest to go back to the buckeye location so they could install the sensor. As an attempt to do that I was unable to get in touch with them again so I took it back to the Estrella location explaining the complications in trying to get in contact with them. The Estrella location offered me to keep the vehicle there and they would take care of it or further look into. When it came time to pick up my vehicle at the Estrella location they pointed out to me that not only was the tire pressure sensor wasn't the only problem the reason why the hub caps wouldn't fit because they weren't the right size of lug wheel I had installed and recommended I go back to the buckeye location to get it corrected. I took my car to the buckeye location for one last time as I explained the issues and concerns I had, they refused to fix and expected me to pay the difference and also recommended I purchase new hubcaps to fit. After spending $500 on my car and it going on three weeks of the issue going unresolved.Desired Settlement: My desired outcome would be to get the correct black steel wheels installed and my tire pressure sensor light to be examined again.

Business

Response:

The Store Manager involved in this complaint is working directly with the customer to resolve this issue. Fletcher's Customer Service Dept.

Consumer

Response:

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.

Business

Response:

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.

In almost 40 years of life, I have never encountered more egregious criminals than at Fletcher's. In July 2014, my boyfriend [redacted] and I had a Volkswagen Passat taken to this location. It had been provided to my boyfriend's cousin to drive, it died and ended up being towed to Fletcher's in Gilbert, AZ. Granted, there were several major repairs that needed to be made, but Fletchers provided assurance they could fix it and quoted a price of $2500. My boyfriend's mother, a senior citizen, is the technical title holder despite having gifted the car to her son (my boyfriend). Nonetheless, Fletcher's would not speak with [redacted] or I even though we were the most knowledgeable about the car. Instead, I strongly believe they took advantage of his senior mother by making promises they could not keep and encouraging her to make a bad investment. The car, even in good working order, would not have been worth more than about $4000, so an investment of $2500 was quite high and very risky unless they knew exactly how to fix the problem and stuck to their estimate. When the work was "completed" the first time, the bill came to $3200, which nobody had been informed of or approved. We were trapped into having to pay it to get the car back. This was February 2015 (SEVEN MONTHS after they had gotten the car). During that time, my boyfriend and I had moved to Tucson, so one weekend in early February, I drove him to Phoenix to get the car. [redacted] made it to just south of the city and it died. Fletcher's left him stranded for FIVE HOURS on the side of a busy highway by repeatedly telling him a tow truck would arrive soon. If someone from this Fletcher's location would have picked him up, it would have been a 30 minute drive for them. That is totally unacceptable to do to a customer who just paid $3200 to have their car "fixed." The car was towed back to Fletcher's to hopefully fix what they had not the first time. In May, after an ADDITIONAL THREE MONTHS, they told us the car was complete but the additional bill was $1400 - to replace something they had done the first time (and we have the invoices to demonstrate that). Keep in mind, the only person the manager Dan would speak to is my boyfriend's mother, whom I believe he felt he could strong arm. So, she paid the bill. Again, Fletcher's ASSURED us the car would work perfectly and said they had even driven it extensively to test. So, we picked up the car and this time it made it as far as our driveway before the engine light came back on. As it stands right now, Fletchers has the car and refuses to fix it by claiming the issue is not in a part of the engine they touched. So currently, there is an non-operational car that we have paid $4600 to have fixed that is not even worth that much in good condition. We would have hoped to get some of that returned by selling it or trading it in, but cannot do that when it still has a major problem. Dan's response to that was essentially, "too bad," and Andy from the Corporate office responded with, "our attorney looked into this and we are not liable." In summary, Fletcher's woefully underestimated their ability to fix the car, gave an estimate they did not adhere to, coerced and strong armed a well meaning older lady, refused multiple phone calls from [redacted] and I to intervene and remedy this situation, left [redacted] stranded for five hours, made two attempts totaling 10 months to "fix" the car, reneged on their promise that the car was totally repaired and the work would be "guaranteed," and cheated us out of $4600 without any attempts to resolve, rectify or negotiate this situation. This is truly, truly the worst operation I have ever seen and these guys should be ashamed of themselves. This was, at best, astounding ineptitude and, at worst (which I believe to be true), predatory manipulation of a customer.

Review: My vehicle is a 1991 Lexus ES250. I took it to Fletcher's Tire & Auto Service to have them check my AC system that was not cold. They were also to check and see why my engine light was on. They had the vehicle all day and finally at their closing time called to let me know that my ac compressor was the problem on the AC system. They wanted $851 to replace the compressor. I told them that was way too much money for that service. Then they told me that the engine light was on due to a bad knock sensor (code 52). When I went down to pick up my vehicle the head mechanic told me if I wanted to get the AC compressor they would do a remove and replace for $220. I told them I would let them know. I found the exact OEM compressor for that vechicle for $229. I called them and they agreed that when the compressor came in I would call them.

It took about a week for the compressor to be delivered. I called them and took the vehicle in the next day. They had the vehicle for 2 days and finally called to let me know it was ready to pick up. They then also gave me a price of $330 to install the knock sensor if I wanted to purchase it and bring it to them. I said ok and would call them when I have purchased it. I drove the vehicle home (which was less than 2 miles). AC was cold, but it seem to run different. Like it had a miss. My daughter drove it to work and within 8 miles the AC was not blowing cold any longer. The next morning before I had a chance to call and let them know the AC wasn't working properly, my daughter had driven the car down to the store (less than 2 miles). On the way back the vehicle died and would not start.

She called me and I went down and tried to get it started with the same result. I drove from there back down to Fletchers Tire & Auto Service and told them what had happened. I told them I have had this car for a while and other than the AC not working, it ran and drove great. They told me that if I wanted to pay for a tow truck they would call and get the vehicle towed to their business. I told them I would get it there. Later that day I towed it to their business and they had already closed. I left the vehicle in their parking area and decided I would talk to them in the morning. The next day I went back down there to talk to [redacted] the manager and tell him what had happened. He said they would check it out and let me know what they found out. This was on a Saturday. I heard nothing from them until Wednesday (4 days later).

They told me that it had many things wrong with it and it would cost $350 for the repairs. What they did was replace the spark plugs and the intake manifold gasket. And charged me $22.38 in shop supplies. And they were also going to fix the knock sensor problem while they had it. So I said ok fix it. They were also going to purge the AC system and recharge it with freon. The next day they said they found other problems and it was going to cost more for the repairs. However, they thought maybe by repairing the knock sensor pigtail that would fix the code 52 engine light problem. So I ask them how much it was going to cost for all the repairs. They gave me a price of $700. So I said as long as everything got fixed, do it. What they did was replaced spark plug wires, distributor cap, rotor cap and replace the valve cover gaskets. They also charged me $59.95 for a warranty and $32.00 in shop supplies. It was several days later that they finally called and said your vehicle was ready to get picked up. I drove down there and they had their district manager [redacted] there to talk to me. He gave me 2 bills that added up to $1,050.

I got a little upset that it was $350 more than I was quoted on the phone. Then the district manager [redacted] proceeded to tell me that the total they told me over the phone didn't include the first repairs. I said how would I know? I asked for the total amount. Then I found out they didn't fix the knock sensor problem and they wanted another $330 to install that because they had to take off the intake manifold (which they already just had off). Finally the district manager removed the $350 and agreed to put the knock sensor in at their cost. I ask them for my old parts back and all they could come up with was the rotor cap (which they called the distributor cap). It did have a burn in it and what looked like a new crack in the side of it. No old distributor cap, spark plugs, spark plug wires, or any of the other old parts that they had replaced.

I decided I would wait a few days before I took the vehicle back down to them since they had just had it 9 out of 14 days. While driving it back home (less than 2 miles) the AC went warm again. I called and let [redacted] the manager know as soon as I got home. He said he would make a note of that and let the district manager [redacted] know. When I fianally took it back to them for the knock sensor replacement they ask me to go buy new intake manifold gaskets since they were doing all the labor for free. So I went and bought the intake manifold gasket set and brought it back to them. The next day they called to let me know it was ready again for pick up. My daughter drove me down there so I could pick up the vehicle. The district manager [redacted] told me if I had any problems to let him know and not to talk to anyone else.

I filed a complaint with Flecthers Tire Corperate about what had happened. They said they would get back to me. They have not. They had my vehicle three times and charged me money and did not fix the problems. Since I have gotten the car back the AC still does not work except for the first 10 minutes. I have ordered a new condenser fan motor assembly ($72). The engine light is still on (needs the knock sensor pigtail installed). The valves cover still leaks oil. The motor runs rough. ( I ordered the vacuum switching valves). Nothing I paid them for is fixed. I really don't want to take it back to them. Many people that have taken their vehicle to them say they will never take their vehicle to them again. There is a facebook website out here in Laveen and many many many people have indicated they all have had problems with Fletchers Tire & Auto Service. All of the parts they charged me for was at least 3 times what I could go buy them for myself. $185 for spark plug wires!! I could buy them for $20. $70 for a distributor cap. I could buy for $17. $85 for valve gasket set. I could buy them for $20.

I realized those places make some money on the parts, but come on. That's a pretty high [redacted] up. I think since nothing is fixed that they should give me back all my money. They AC doesn't work properly because the condensor fan doesn't work (at all). That is usually the first thing you check. The knock sensor doesn't work because they crimped the wires together when they should have been soldered. They told me the knock sensor pigtail was very expensive and hard to find because my vehicle was very old. I called the dealer and got it for $3.22 The distributor cap looks old. The valve cover still leaks oil. And there are 4 vacuum lines that are broken off of the vacuum switching valves. One of these goes to the EGR valve. That's why the vehicle wasn't running properly. They not only didn't fix what they charged me for, they broke things also and didn't fix or mention what they broke. I have taken the vehicle to a "Master Mechanic" and am paying again to get these issues fixed correctly.Desired Settlement: Refund to help me pay the master mechanic that is correcting all these problems that I already paid Fletcher's Tire & Auto Service to repair. Refund not to include $207.89 for the compressor install. As far as I know it is ok. Refund should include $699.62 for the repairs that are not done correctly. Should also include $45 for intake gasket set that I went and bought when they did the knock sensor install which I already paid for on that same invoice (which they charged me $85.08)

Business

Response:

Based on the information that has been provided by the customer, there may be multiple issues that need to be addressed. I will be attempting to reach out to the customer directly to try to resolve this issue.Fletcher's Customer Service Dept.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Business

Response:

RE: Complaint ID#[redacted] In regard to Mr. [redacted] concerns with services performed on his vehicle; Mr. [redacted] originally brought his vehicle to Fletcher’s for an A/C issue. It was determined that the A/C compressor was not operating properly and needed to be replaced. The customer was given a price to perform this service and declined, stating that our price was too high. As a courtesy, we informed the customer if he wanted to purchase their own compressor we would install it for him. The customer purchased his own compressor and had this service performed on 6/24/2015. On 6/30/2015, the vehicle returned to Fletcher’s for further diagnosis with a check engine light on; the check engine code that was retrieved from the vehicle’s onboard computer was for a Knock Sensor (not related to the previous service). Diagnosis determined that the wiring harness for the knock sensor was not making a good connection; it was not certain that this would resolve the knock sensor issue but technicians determined it was a good place to start. This was repaired for the customer at no charge. It was also recommended to replace the spark plugs due to their not operating at full capacity (spark plugs were not providing the recommended spark strength). This was recommended as a starting point and the customer was informed that further servicing may be required. The customer approved the recommendations and Fletcher’s performed the service. The invoice amount for this service was $351.33. On 7/1/2015 the vehicle was still not running properly and it was further recommended to complete the full tune up by replacing the spark plug wires, the distributor cap, and the ignition rotor button. The customer approved the recommendations and the services were completed. On this service the customer was provided a 36-month parts and labor warranty for $59.95 and was also given a $140 discount off of the total price. The invoice total for this service was $699.62 When the customer came in to pick up the vehicle on 7/2/2015, the total amount for the two invoices was $1,050.95. At this time the customer expressed that he was not satisfied with the services performed up to this point and he was unsatisfied with the pricing. The store management negotiated a customer satisfaction discount of $300 off of the total amount for the two invoices and the customer agreed to pay the remaining amount of $750.95. We had previously given the customer a quote to replace the knock sensor and he was not satisfied with the pricing; the customer was informed that if the wanted to purchase his own knock sensor, it would be installed at no charge as a goodwill gesture. On 7/10/2015 the customer returned with a knock sensor that he had purchased and Fletcher’s installed it at no charge as promised. The customer also stated that the A/C was blowing warm so we performed an evacuation and recharge of the A/C system under warranty. As to the customers complaints regarding Fletcher’s Shop Supply charges, and Fletcher’s [redacted]up on our pricing: We provide customers a service with a shop, equipment such as vehicle lifts, all of the tools necessary to perform the work and technicians that perform the work in a safe environment and we are within the industry standards on our pricing and our shop supply charges for any customer that wants to utilize our services. To date, the Fletcher’s Customer Service Department has no information regarding a formal complaint that that the customer states has been submitted to the corporate office. I have attempted to contact the customer directly multiple times including leaving a voice mail with the customer to resolve this issue and he has declined to speak with me as stated in his last response. The customer has a warranty available on all parts and labor that have been purchased at Fletcher’s and we are willing to fix anything that has a warranty related issue; however, the customer has not provided any proof that the work performed by Fletcher’s has failed and until such time when I receive information provided by the customer to support the alleged claims I will not be able to meet his requests. At this time I am not able to honor the customer’s request for reimbursement of the disputed amount of $744.62. Please let me know how you would like to proceed. Fletcher’s Customer Service Department

Review: I went to fletchers for oil change. have a family plan according to their invoice #[redacted] 12/11/12. it states synthetic blend no extras except shop supplies and gave it no thought.(just a regular oil change. do not drive much retired .we use my wife's car.we sold our house and lived at [redacted] from august 2013 to dec 2013.I had to park my car in lot outside.end of dec we moved. in feb the car when starting sounded like a desil engine and heard it because I was in garage. l went to [redacted].for oil change and was charged $122.00.I asked about the price they said.on oil cap it says [redacted] full synthetic sae 5w30.and also my vehicle uses 8 quarts.so charged for 8qts instead of 6qts. I then at home sent e-mail to them.they called and said no matter what invoice said they did it right.,fletchers did 2 oil changes.the first I got full synthetic upgrade $15.00 extra.the second as stated just synthetic blendDesired Settlement: fix the problem .so when I start engine..it is quiet like a Cadillac sts 8 cylinder sounds.is my engine ruined because of them using a blend?

Business

Response:

The customer service department has contacted this customer and has gotten him in contact with the Zone Manager for the area of his local store. The Zone Manager has made arrangement to set an appointment time for the customer to bring his vehicle in to have the issue of the engine noise that the customer is concerned about diagnosed.Thank you, Fletcher's Customer Service Dept.

Business

Response:

In reference customer complaint ID #[redacted], we want to make sure that you are aware of the steps that we have taken to resolve this issue and what our conclusion is with the situation. I have included technical information regarding the vehicle recommended lubricants and viscosities and product information sheets outlining the Valvoline oil products that we use for the specified vehicle as well as information on recommended fluids from the 2005 Cadillac CTS/CTS-V owners manual (see attachments). Below I will outline the steps of resolution. On 10/07/11 at 41,662 miles Mr. [redacted] came to our [redacted] location for service on his 2005 Cadillac CTS V for an oil change using a pre-paid card which he had purchased previously for his other vehicle. As stated the price to upgrade to full synthetic would be $15.00 per visit. On that day he was charged the $15.00 upgrade. On this visit the customer asked the repair facility to check a coolant leak and to replace a right front headlight bulb. He was given a quote to replace a leaking bypass hose and we also recommended that the radiator hoses be replaced due to age and to perform a cooling system flush to complete the repair. Typically stores do not charge for an additional quart of oil. On 09/24/12 at 43,931 miles Mr. [redacted] returned to have his upper and lower radiator hoses a by-pass hose and a cooling system flush preformed. On 12/11/12 at 44,810 miles Mr. [redacted] again returned to have an oil change service preformed. On this visit due to a clerical error he was not charged for the upgrade fee to synthetic oil. Again, typically stores do not charge for an additional quart of oil. On 04/8/14 Mr.[redacted] filed [redacted] complaint# [redacted] relating to an engine noise his Cadillac has developed and after visiting [redacted]. On 4/21/2014 Mr. [redacted] was contacted by our corporate staff and an appointment was scheduled to see Mr. [redacted] vehicle at our [redacted] location. On 4/23/2014 Mr. [redacted] visited our [redacted] Location at which time our technicians verified that his vehicle has some noise in the upper engine area. He was given a [redacted] Full Synthetic oil change and the noise could still be heard. Our staff could not verify the cause of the noise and thought possibly his vehicle could have an oil pump problem. He was referred to a Cadillac dealership for further diagnosis On 4/29/14 Mr. [redacted] took his vehicle to [redacted] Cadillac for a diagnosis of his vehicle. The technician found that the Bank 2 Intake Cam CMP (cam position sensor) was noisy. That the right side valve cover gasket was leaking as well as the 3 other cam magnets we found leaking. Additionally they found a rear differential bushing that was broken (unrelated to his complaint). According to the General Motors Owner’s Manual for Mr. [redacted] 2005 Cadillac CTS V page 5-20 states. "This vehicle's engine was filled at the factory with a [redacted] synthetic oil meeting requirements for this vehicle" "This vehicle's engine requires a special oil meeting GM standard[redacted]. Oils meeting this standard may be identified as synthetic. However, not all synthetic oils will meet this standard. Use only oil that meets GM Standard[redacted]." Please see attached document on Valvoline Motor Oil for Valvoline SYNPOWER 5W-30 Oil. As per Valvoline specifications Valvoline SYNPOWER 5W-30 meets the [redacted] requirements. After researching Mr. [redacted] complaint we have found that the oil installed by Fletchers Tire & Auto did meet the GM requirements in grade, viscosity and API rating by using Valvoline SYNPOWER 5W/30. In researching Technical Service Bulletins, speaking with 2 local GM certified Master Technicians and 2 General Motors Part’s departments we have found that the CAM (CMP) sensors are prone to failing not related to oil conditions. It is also common for these vehicles to leak from the valve cover gaskets and the Cam magnets as well as various other areas. On 5/1/2014 we contacted Mr. [redacted] regarding out findings. We explained that unfortunately we could not find any of the problems that he is experiencing with his vehicle to be related to service visits our stores. We explained that we would not be able to render financial assistance in the repair of his vehicle. He expressed that he was selling the vehicle. We did offer, as a customer goodwill gesture, to help him with some in store credit for any other maintenance or repair work he should need towards his other vehicles. In the interest of customer service we would like to extend to Mr. [redacted] our Friends and Family reduced pricing rates to perform the work necessary to resolve the current issue. We are a full service shop, and our rates to perform the necessary repairs will be lower than the dealership. If you have any other questions please let me know. Thank you. [redacted] Fletcher’s Tire & Auto Services, Inc. Customer Service Manager

Review: Car was sent in to have struts replaced, 2 tires replaced and a premium oil change/ inspection. Work was completed and cost of $1620 paid in full. Car was taken at about 5 pm by my dau to ASU in tempe. about 6 pm the car started smoking requiring it to be flat bedded back to Fletcher auto repair distance about 15 miles. Estimated mileage from pickup to breakdown less than 25 miles. Car was inspected and claimed that head gasket was need to be replaced. The stated that this repair would not be feasible and that offered put in a new engine at a cost of 3273.82 which included a discounted labor rate of 14 hours at 50 per hour. One of the assistant managers offered me 700 for the car as is. The most likely cause was either they failed to replace the oil causing the engine to overheat and causing the head to fail or draining of antifreeze.Desired Settlement: I feel that that should refund both the 1600 and the book value of the car kbb good conditions with 118000 miles 4284 less the scrap value of the car about 800 dollars.. The car ran fine when it went into the shop and now it will be necessary for me to replace my daughters car.

Business

Response:

RE: Complaint ID#[redacted]With regard to the customers request for reimbursement: the part that failed on the vehicle causing the engine damage referred to by the customer was a plastic T that routes coolant through various hoses. When this part failed it allowed coolant to leak from the vehicle which caused the vehicle to overheat. The work performed on the vehicle by Fletcher's is not related, nor was it even in the same general area of the part that failed on the vehicle.Fletcher's has already offered to assist the customer by replacing the engine at a reduced rate of approximately $3,200. As I am of the understanding that the customer has sold and is no longer in possession of the vehicle, there is nothing further Fletcher's can do to provide assistance in this matter.

Consumer

Response:

Good Day; That is an unacceptable response. The car was taken to have struts and oil change. There was no engine problem prior to going to shop. The damage must have been so severe to fail in less then 15 miles from leaving the shop. The idea of putting a $3200 motor in a car with a book value like that is absurd. Since I attempted to resolve this matter with both the store manager and the company management to no avail I am left with having to handling this matter thru the court system.

Business

Response:

RE: Complaint ID#[redacted]As stated previously, the part that failed on the vehicle causing the engine damage referred to by the customer was a plastic T that routes coolant through various hoses. When this part failed it allowed coolant to leak from the vehicle which caused the vehicle to overheat. The work performed on the vehicle by Fletcher's is not related, nor was it in the same area of the part that failed on the vehicle. This is an unfortunate situation however it does not make it the fault of Fletcher's. The overheating issue is what caused damage to the engine, which is not related to the oil change that was performed by Fletcher's. Fletcher's has already offered to assist the customer by replacing the engine at a reduced rate of approximately $3,200. There is nothing further Fletcher's can do to provide assistance in this matter beyond the reduced price of the engine replacement.

Review: July 12th (Thursday) -Car overheated in the morning. Brought it into Fletcher's in the afternoon after it cooled off to get an estimate on what it would cost to fix the problem.

June 13th (Friday) - Was told that the intake gaskets needed to be replaced and that they wanted to put in a new radiator and "overhaul" the cooling system. I asked if it was the head gaskets because my dad said that is what he was sure it was. They assured me it wasn't, and that it passed the block test. They quoted me just under $1,000 to have it fixed. I asked "What if I spend all this money and it still overheats?" They told me that they have a 12 month/12,000 mile warranty that covers parts and labor and that it was printed on the bottom of the invoice. At that point I felt comfortable that spending the $1,000 meant it wouldn't overheat, and if it did, they'd take care of it. I applied for financing online and was approved.

June 16th (Monday) - Went to pick up van. Checked under the hood and there was a hose that wasn't connected to anything. Asked about it and a mechanic came over and hooked it back up. Said it was just for the coolant... Asked about new loud squealing sound coming from under the hood that wasn't there before. [redacted] said that it needed a new pulley, and that it was something I could have my dad fix.

June 17th (Tuesday) - 1st day of new job. I drove it there and back once.

June 18th (Wednesday) - Van overheated on[redacted] and [redacted] after I dropped off my kids on my way to work. I immediately pulled over. Had friend pick me up from there and take me to work in [redacted]. Friend drove back to van and was nice enough to drop it back off for them to look at. He took a cab back to his car where mine broke down. Friend picked me up from work.

June 19th (Thursday) - Got a ride from friend to and from work.

June 20th (Friday) - Got a ride from friend to work. Spoke with [redacted], he said they were still working on it. I said I needed a car to get to work tomorrow because my friend wouldn't be available, and he said I could pick up an [redacted] car. I picked up [redacted] Car after work.

June 23rd (Monday) - I called [redacted]. He said the intake gasket they installed rolled and it'd be a few more days in the rental because they had to redo it Per invoice # 6246732 "UPPER PLENUM GASKET WAS INSTALLED INCORRECTLY AND WAS CAUSING A SYSTEM MISFIRE"

June 26th (Thursday) [redacted] returned, picked up van.

June 27th (Friday) - Van overheated on way home from work. Stopped somewhere for a few hours while it cooled off and managed to get it home later that night.

June 28th (Saturday) - Dropped van back off at Fletcher's before work. Picked up second [redacted] car.

July 1st (Tuesday) - [redacted] left voicemail at 3:55pm while I was at work: He said he hasn't been able to get the van to overheat. He put a new coolant temp sensor in. Redid the thermostat, there was a lot of "gunk" in there so he did several more flushes. He drove it for 27 miles without it overheating. He wanted permission to drive it more to make sure there were no more issues.

July 2nd (Wednesday) - Called [redacted] back and told him he can drive it as much as he needs and take his time figuring it out.

July 3rd (Thursday) - [redacted] left a voicemail : [redacted] is all done. They are closed tomorrow but I could pick up on Saturday.

July 5th (Saturday) - Went to pick up vehicle and [redacted] informed me that he noticed the tread on my front two tires was separating and they needed to be replaced. They were closed on Sunday, but I could pick up on Monday.

July 7th (Monday) - Paid $151.92 in cash for two gen[redacted] tires that I would never get to use. Went to pick up car and I couldn't start it on my own. Someone came to help me get it started and after a few minutes they were able. It sounded really bad, squealing and shaking. I also noticed it was leaking a lot of coolant. [redacted] came out and said he would keep it there to figure out what's going on because it wasn't doing that before.

July 9th (Wednesday) - [redacted] left Voicemail at 12:14pm while I was at work: The van is definitely good to pick up. There was a loose hose clamp, but he got that all fixed. He took time to drive it more. It's not overheating for him. (It's magic!) But he noticed a sign of another issue, there was white smoke when they tried to start it up one morning. That is a sign that the head gasket took damage when it overheated, (just not with him, because he's never seen it do that??), that would explain why it was hard to start. Could be a head problem or crack in the block somewhere. He suggested that I "drive it until it gives up".

July 10th (Thursday) - Dropped off rental, took van home.

July 11th (Friday) - Van overheated on the way to work (didn't even make it a few miles). Got a ride to and from work, got van back home after work.

July 12th (Saturday) - Went down to Fletcher's before work in the AM and told them I wasn't satisfied with driving it until it gives up. It's not drivable at all and this is not what I paid for. It overheated even on the way to fletchers which is 2 blocks from my house! They told me that they could fix the problem for the $1,000 and they didn't. I would like them to either fix the problem or refund my money. [redacted] said he'd have to contact corporate to see what could be done. I left my van there. It was useless to me at that point, I'd have to get another car.

July 13th (Sunday) - Bought new car with an extended warranty so I never have to go to another place like this again.

July 17th ( Thursday) - [redacted] left a voicemail at 10:56am saying that he's sorry it took so long to get back to me; he was sick Monday and Tuesday. He said that the van failed the block test, it's definitely a problem with the cylinder heads being cracked or warped. He went up the corporate ladder and they are willing to cover labor of $1400 to do the cylinder head job but I would need to cover parts and machining? He said if I wanted to talk to anyone in corporate he could direct me to Henry.

July 18th (Friday) - I called [redacted] and asked for Henry's number.

July 21st (Monday) - Called [redacted] and left a message for him. He called me back. Spoke with [redacted] who just repeated what [redacted] told me they could do. When I told him I'm not happy with that, he said he would have Andy contact me.

July 23rd (Wednesday) - Andy called my work and asked me what was going on. I briefly told him what had happened, kind of surprised he didn't seem to have an idea? He said he really didn't know anything about it. He had to collect more information and get back to me.

July 28th (Monday) - Andy left a message for me while I was on my lunch break at work. I returned his call and left a voicemail for him.

July 29th (Tuesday) - Andy called me back at work. He said they would not be able to refund me my money. The warranty was only for the work they performed. I told him I didn't ask them to perform that specific work, I asked them to diagnose a problem and they misdiagnosed it. They said they would fix it and it's worse. The work they did not solve the problem at all. He said that it was my fault for driving the car until it got into the red zone. At that point I knew I wasn't dealing with anyone with any sort of integrity and he had no intention of making it right so I ended the conversation and told him I'd pursue other routes.Desired Settlement: I was tricked and lied to. I was told that a warranty would cover if they couldn't fix the problem. They not only didn't fix the problem, they made it worse. They messed up installing that intake gasket causing more problems to occur. The work was sloppy and ineffective. 12 month / 12,000 mile limited warranty was supposed to cover parts and labor as stated on bottom of invoice, not just labor. I'm not interested in negotiating for less than what was promised. I'm not willing to pay more money to a business that hasn't done anything but make my van run worse. I do not want them to do any more work, or damage, to my vehicle, unless they can miraculously find someone competent to get it running at no additional charge. Otherwise, it'd be cheaper for them and less of a headache for everyone to simply refund the money I originally paid of $981.20. I will not be satisfied with anything less than that and do plan on taking further action legally and publicly if they do not issue the full refund.

Business

Response:

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

Consumer

Response:

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,

Review: I am not one to ever complain. I work in sales and know exactly how it feels and how inconvenient it can be, however I had the worst customer service at the [redacted] My 1996 Buick regal that I have always taken good care of started making a horrible noise when I drove it. Whenever I accelerated it would get louder and make a loud humming noise, as soon as I noticed it I decided to take it somewhere close to prevent anything worse from happening because my car hasn't had very many issues. When I took it in fletchers called me within the next couple hours letting me know it was a few different things and also my breaks were about to give out. They quotes me $650 to fix the humming and it would be in good condition and another $200 for breaks. I said not to worry about the breaks because I didn't even have the money for the other work. So they worked on the other parts that they claimed to be the problem. I made sure to ask that they checked everything and that everything else was okay in it and that would for sure stop the noise. They assured me that would fix it completely. Later on that day I went to pick it up after work and paid the $650 and went to start my car and immediately I heard the same exact noise. Hesitantly, because I hate to be a complainer I went back in to ask them why it was continuing to make the noise especially after I paid all that money to have that one problem fixed. [redacted] went and took a look at it and looked confused and grabbed one of the mechanics. The mechanic barely looked at it and rolled his eyes and said it was fine. I told them I didn't feel safe driving it and if it was okay to drive they said yes and that they checked everything on it and everything else was in good condition. So I drive it home worried and park it and didn't drive it the rest of the day. [redacted] told me to bring it in when I had time and they would fix the problem and work on it some more without charging me for labor again. A couple days later after it just sat at home because it was the weekend I go to drive it on Monday for the first time and it does not start. I immediately called fletchers back and spoke to [redacted] once again explaining how it did not start and reminding him they said they checked. Everything. He seemed careless and said to just bring it in and I said my car doesn't start and I'mate to work because of this now. How could I possibly bring it in? So he said ill give you the number of our towe truck and just to have it towed over. At the point I had absolutely no money after spending all of that money from before so I made sure to ask if I was going to be charged for the tow because if I was I would just go through my insurance and get it for free ,and he assured me that I would not. So I called and had it towed while I got a ride to work. [redacted] called me later telling me my alternator was bad and that it would be another $400 to be fixed after towing,parts, and labor. I said [redacted] told me I for sure would not be charged for the towing and he also said to bring it in when I had time because you guys didn't fix it originally and that he wouldn't charge me for the labor. [redacted] immediately started getting angry and giving me attitude and said he is going to charge me for the towing and I should not have been told that, that the alternator had nothing to do with what they fixed before. I said okay I understand that it had nothing to do with what you guys did before but you did tell me you guys checked everything and it was in good working condition when you guys didn't even fix the problem I went in for and I'm also being charged for towing. So I also asked him of this extra $400 would cover what I orginally went in for which was the noise and he replied it wouldn't, that it would just be for the alternator and the noise is something that has to do with the motor and is an extra price to be fixed. I ended the call very upset with how [redacted] treated me and said I would need to think about it. I called my fiancé and he wasn't too happy as well because he went in with me to pick it up the first time. So he gave them a call himself asking why we were being charged for things we were told we wouldn't be and what did the $650 we paid go towards when the car does not even run anymore? [redacted] again gave him attitude and started insalting me and my car about how I had an old car and what did I expect but since we're refusing to pay for towing he would take it out of their labor and how inconvenient it was to them to do that. He said other than bring he price down it would be another $300 and he would not go any lower and said if we wanted to take it somewhere else we can, however the car will not start. We were both extremely upset and decided not to pay to get the alternator fixed. If I would've known how much it was going to cost from the start I would not have paid the $650 at all. I have always been a customer with this fletchers and being treated like that was not okay. Now we are stuck in a bad situation with a car that does not run.Desired Settlement: I don't have an exact outcome. I mostly just wanted you to know my experience and how I was put in an complete inconvenience when I went in there trusting they would fix it before the problem got worse. The $650 really went no where towards the car because now the car doesn't run and were in a position to have to get another car because we can't afford to pay another $400 and if we did I wouldn't feel safe trusting that they fixed it completely and it would still be making the same noise it was. Thank you for your time in reading this.

Business

Response:

[redacted]

ID# [redacted] good morning again, here is Fletcher’s remedy for [redacted]

We have contacted the customer and will install the additional part N/C that we presented a cost of $400.00 to complete the repair. The original item we replaced was failing and leaking oil and will cause the noise that was described.

[redacted]has been contacted by [redacted] Fletcher’s area manager to inform her that we will install the additional part at N/C including the labor.

I have left a message this morning on [redacted]voicemail to make sure she is satisfied.

Thank you,

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.

Review: My daughter and I took our car to Fletcher auto for an oil change and brakes on a groupon discount, on 09/13/2015, the manager [redacted] had explained that they use metalic brakes and surfacing the roters, which actually meant that there will now be a continual squeeking sound that they will absolutely not do anything about , so now we have a horrifying seeking sound all the time not just when u push on the brakes, all the time, we all so discovered a mysterious oil leak, we have taken it back 3 times and they insist it was not their fault, however [redacted] the manager did replace all the oil plugd and filter as a good business policy, yet there is a leak, we had the oil changed before at my daughter's work , Walmart, and the car lit where we bought the car and have never , again never, had a leak until fletchers tire and auto put this kid still in training on our car and now we have a leak and fletchers tire and autos manager [redacted] is coming up with every excuse and even had my daughter sign an explanation sheet saying he explained to her that it was something else, he lied and I want fletchers auto to pay to have the leak fixediit refund my money for the terrible job they have done so I may fix the car correctlyDesired Settlement: I want fletchers auto to pay to have the leak fixed it somewhere else or refund my money completely, every dime, for the terrible job they have done so I may fix the car correctly

Review: 1982 Ford Truck taken in for a ignition repair issue on 4/3/2014Picked up on 4/4/2014 to find out that the steering column alignment was off. When the employee & manager was informed they tried to say that it was already damaged.The truck was never taken from the shop and was left so that the company can fix what they broke.It is now 4/15/2014. Two messages were left for the corporate office in Phx that were notreturned. No calls from the shop either. I will not accept my truck until they fix what the broke. Original repair bill was paid in full. I was not the only driver of this vehicle and it was known that the truck was NOT damaged as such when it was taken in. How long does it take to get a response from this company? This is the second issue I have had with Fletchers.

Product_Or_Service: 1982 Ford F150Desired Settlement: DesiredSettlementID: Replacement

and repair of the damaged part

Business

Response:

Our customer service department had already contacted this customer the day after the complaint had been submitted. We are working on replacing the part that the customer had requested but do to the age of the vehicle the part requested is not readily available. If the replacement part can not be located the customer will be compensated for the replacement cost of the part. Upon informing the customer of this information they have agreed that this would be a fair alternative.

Thank you,

Fletcher's Customer Service Dept.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I would like things to be more specific as far as compensation.

Regards,

Business

Response:

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

Review: It all start** when I brought my car here for a simple oil change, tire rotation and inspection. I receiv** my oil change and they advis** me they inspect** the car and everything was check** and all I ne[redacted] to replace was my air filter. The next day my oil light comes on. I imm**iately contact** them and told them of the issue and they said bring it back, so I bring the car back and the guy checks the oil and says well there's oil in the car and I would have to pay another 129.00 to get it look** at. I advis** him I haven't had any issues with my car and now my lights coming on. I refus** to give them another 129.00 just to have him look at it. So I week later my engine light comes on and my car is driving horribly. I decide to call back and speak with the manager. I spoke with [redacted] and I advis** him of my issue. He agrees to waive the fee and go ahead and look at it. I bring the car in and he tells me he ran the diagnostic and I ne[redacted] a crank sensor and another oil change. He said it's going to be 200 dollars to fix it. I was reluctant but agre** to pay because I ne[redacted] my car fix** imm**iately. So he calls and said everything is done so I go pick up the car. I ask** him if they test drove the car and if engine light was off now. He advis** me yes we test drove it and my car was running way better and the engine light was off. Once I pull off my car is making this horrible knocking noise and was running worse than when I brought it in. I imm**iately turn around and bring the car back. I had him test drive the car and he notic** something is wrong. He said to leave the car overnight because they were closing and he will check it out the next day. The next day I get a call saying my motor mounts are bad and that's what the knocking sound was. I advis** him that my car wasn't doing this at all prior to me bringing the car in. My car was driving way worse now than before and I know my vehicle. I also advis** him that I check** there ratings and they were horrible. He then says "what on [redacted] who cares we have a five star rating with the Revdex.com" which was very astonishing to me because all consumers matter whether on [redacted] or wherever for that matter. I advis[redacted] I will be filing a complaint with the Revdex.com as well. If this is a business in good standing you should care about your reputation as a business. He advises they aren't going to fix it so I take my vehicle and leave. I immediately notice my oil light and engine light are on again so I call back they say the manager is gone for the day will need to call back on Monday. Meanwhile my car is driving horribly. So I call back and speak with a Guy named **I asked for the manager [redacted] and he says, he's no longer with the company and I will be dealing with him instead. He advised me that they Will reevaluate the car and whatever work they did is under warranty and they will fix the problem for no charge. I advis** him I'm a very fair person and I just want my car back to its original state when I originally brought the car in for the first oil change. All day passes and I don't get a call so the next day I call and talk to ** I asked for the status on my car and he says I now need a different sensor and there not going to fix it. I said I already paid to have the sensor fixed and the oil change which is why they said the engine light was on in the first place. So did you put the wrong sensor on? He says it's a different sensor it needs. I asked about my oil light and he said they check** the oil and it's really black. I said I just paid to get the oil changed he said well it must be your engine then. He said they are refusing to do any work on my car and I need to pick it up. My car is still driving horribly and now I have no transportation at all. Mind you I just had my engine rebuilt from the core with all new parts just 5 months earlier and my car was running beautifully all I needed was an oil change. We as consumers should not ever stand for practices like this. I spend my money and expect to get what I paid for. I know from experience this place has deliberately charg** me for services I didn't receive and has vandalized my car in the process.Desired Settlement: I know for a fact this establishment has charged me for services not received and has vandalized my vehicle in the process. Normally I would say I just want my car fixed back to its original state when I bought it in. But I'm terrified to let them touch my car again. I am asking for a settlement on this account. I have not been able to go to school and have risked being dropped. I am also disabled and this is my only means of transportation back and forth to the doctor..getting my meds and so forth.

Business

Response:

I a attempting to reach out to the customer directly to resolve this complaint.Fletcher's Customer Service Department

Consumer

Response:

I have yet to hear from this establishment. I would like to continue on with the complaint process. Thank you

Business

Response:

RE: Complaint ID#10937734

In regard to Ms. [redacted] concerns; the Fletcher’s Customer Service Department attempted to contact the customer on 11/22/2015 at approximately 9:18 AM after receiving the initial complaint notification. A message was left for the customer, requesting correspondence in order to obtain the necessary information to resolve this issue.

The customers rebuttal was “I have yet to hear from this establishment. I would like to continue on with the complaint process.”

In order to proceed in resolving this complaint I will need to obtain any and or all documentation that the customer has supporting the claims of services not provided and alleged vandalism. Please provide any and all supporting information so I can assist in resolving this complaint or feel free to contact the Fletcher’s Customer Service Department to proceed with this resolution.

Fletcher’s Customer Service Department

Review: Dear Sir/ Madame

As per my conversation today with [redacted] at Revdex.com, I am writing this letter to dispute the price I was charged by Fletcher Tires and Auto Service.

On Wednesday 12-10-14 the window on the left side driver dropped about two inches. My husband and I drove to Fletcher's I asked the you man ** who works the front desk if he can take a look at the window and let us know if they can take a look at the window and let us know if they can fix it or recommend someone who can. ** said Fletcher's can fix it. Since I had an appointment on Friday 12-12-14 to have an oil change on my Isuzu Trooper ** said, they will take a look at the window and let me know how much it will cost.

On Friday 12-12-14 we arrived or our 8: AM appointment, gave ** they key to the Isuzu Trooper and went into their waiting room. There is a large frame sign hanging on their wall saying the following:

"Fletcher's Tire and Auto Service Lowest Prices Guaranteed for Tires, Auto Repair and Maintenance "Call you friends at Fletchers for the Guaranteed Lowest Price in Arizona. They shop competition so you don't have to! You'll always pay the lowest out the door price when you go to the Fletcher's."

At 9:23 AM ** come into the waiting room and said to me they have to order a new window whih cost $147.00, there is a 2 hour labor which cost $200.00, the oil change cost $39.00 for a total of $386.95. Since I have a credit of $165.00 with them my new total is $263.35 which I have to pay now before they order the window. I said to ** that is a lot of money and pointed to the Guaranteed Lowest Price in Arizona sign on the wall. He reply that is lowest price. I have him my credit card to charge $263.35. I made an appointment to bring my Trooper for Fletcher's to install the new window on 12-16-14. ON Tuesday 12-16-14 we arrived at Fletcher at 9:00 AM for the appointments to have Fletcher's install the new window in my Trooper and to change the oil in our Toyota Solara. They charged the oil in the Solara and said we can come back in an hour to pick up the Trooper. We said okay and left.

An hour later we went back to Fletcher's to pick up the Trooper. It was parked in the parking lot unlocked I looked at the new window and saw several different length scratches on the Black Rubber around the window we glue sticky residue from where they had taped the window and the new window was very dirty. I went inside and asked ** to please step outside and look at the new window which they installed. He did, looked at the scratches and the dirty window and said to me, "Since I'm going to [redacted]'s (that is the name of the company ** gave me to have the new window tinted) ask them if they can buff out the scratches. If they cannot bring back the Trooper and Fletcher will see what they can do.

I drove my Trooper several miles to [redacted]'s with my husband following me in the Solara. We arrived at [redacted]'s and showed the owner [redacted] the scratches on the new window. I said Fletcher's just installed this new window is damaged. Fletcher should not have installed a damage window in my Trooper and send me to him to buff the scratches out. I should go back to Fletcher's now.

I followed [redacted] into his office and asked how much would he charge me to replace the window? He check his computer. He said, he has the window in stock. To replace the window and the regulator will cost me $149.00 plus tax. I said are you sure? He said Yes? I was returned. . I asked [redacted] if he could please write that price down for me. He did. I attached it to one of his business card and thanked him. I attached it to one of his business cards and thanked him.

We drove back to Fletcher's. Told [redacted] said he could not buff out the scratches that the window is damaged. I showed ** the paper [redacted] wrote how much he would charge for the Trooper window. He looked at it, asked if he can have it for a minute I handed it to him and he walked into the workshop. ** came back handed me the pDesired Settlement: I do not use a computer and apologize for such a long letter but I wanted you to have all the information. I have enclosed a copy of my charged for $263.35 its self-explanatory copy of [redacted]'s charge and business card I hope Revdex.com can help me and I am looking forward to hearing from you. Thank you for cooperation in this matter.

PS On October 29, 2014 I purchased 4 Michelin Tires for our Solara at a cost of $766.91 from Fletcher's.

Business

Response:

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

Review: I took my car a 2001 Jaguar 4.0 S-type into shop for car overheating and fluid leaking. The check engine light was on . I was initially told repairs would run $901.72. To get car diagnosed was $89.95. At that time in October paid for diagnosis. Car parked. In January I got loan for $1000. From GE capital. I put car into be fix. After being told upon diagnosis this is what needs to be done to fix the problem and have car running properly. I got call battery low you need to replace the battery engine may be showing for low battery. I agreed to getting new battery bring amount to $1000. I received another call stating the valve that controls the heating and A/C wore out must be replaced. Although I had never had problem with heating I agreed to paid additional amount cash out pocket since the loan I took out for other repairs was exhausted. So now I have paid a total of $1249. I drive my car home on the way home the fan come on and stays on 4-5 minutes after I drove 5 miles home from the shop. I took it back the next day. My car was inspected I was told the year model I have it is normal for fan to stay on 4-5min after engine is turned off. I drove twenty minutes away and came home I woke up to puddle of fluid was clear slightly oily. My check engine light came back on . I went to shop I was told oil filter was tightened and engine light reset. I went home feeling everything would be alright. I experienced continuous liquid coming from left side of my car and again car ran hot. The engine light came on again. I took my car to the shop in good faith to be check why still having orginal problem. My car was checked I was told to fix leak in coolant reservoir and emission escaping gas cap. I would have to pay an additional $525.00. That although I still paying monthly charge the 12 months or 12,000 mile warranty did not apply with former repairs. So what I was told would fix my problem did not fix my problem. Due to the fact that I did not have an additional $525.00 I had to take car home. While driving my car home now it states low brake fluid. I have acquired new problems each time I return my car for correction of repairs. I was told this is what you need to repair vehicle. To now be told sorry you need to pay additional money to repair orginal problem. This is totally unsatisfactory and inferior repair. I am stuck with $1000 loan payment and right back where I started from with vehicle running hot and leaking fluid.Desired Settlement: I want my car repaired for original cost due to fact I was given diagnosis these repairs will fix the problem. Now I am being told although this is same orginal problem it is not covered under original warranty because they did no work on those two areas. So that means work done was not necessary to solve my problem. I needed new coolant reservoir and gas cap. This mean I was given bogus repairs and to get real work done I must pay more. I took out my loan in good faith that the mechanic knew what he was doing. I want my car repaired properly for amount I originally paid. The $1249 it is outrageous for you to charge me more money for same job because correct diagnoses was not made why should I pay more for there error or should I say game they are attempting to play on me. I only have Social Security Disability and my retirement to live on paying off the loan is all I can do. Now it is like I am paying for car in same positon before going to Fletchers.

Business

Response:

Good afternoon, I received your letter regarding the problems with Ms. [redacted]’s vehicle. I spoke with [redacted] the zone manager for the Maricopa location, he explained that this car had several leaking concerns. The area that is leaking today is the overflow reservoir which is towards the back of the engine compartment. All other repairs were items in the front of the engine. We will replace the plastic reservoir along with installing a new gas cap N/C. Please have her contact [redacted] @ the Maricopa location ###-###-#### and he will set up the time for her to drop off the vehicle. Thanks,[redacted]