Fletcher's Tire & Auto Service, Inc.

Fletcher's Tire and Auto has terrible customer service. I brought my car in to have the ignition switch replaced. After getting it back, the blinkers didn't work. I brought the car back the next day and was made no special accommodations whatsoever, despite the fact that they were the cause of the problem. My entire experience with Fletcher's has been a nightmare. I will never be doing business with them again. I hope that this review saves someone from making the mistake of dealing with them.

I purchased raised white lettered tires at Fletchers. They installed these 4 tires with the raised letters facing inward. I stopped into the shop a few days later to ask them to correct this mistake. At this time I asked that they schedule a time where business was slower so that I would not have to wait. When I arrived at the shop for my scheduled appointment the place was jammed and was told I would have to wait. I then asked the manager to check the schedule for another appointment, which he assured me would be better. When I arrived for this appointment I waited for 35 minutes and my car was still not serviced. Do to the fact that the tire issue was their mistake, you would assume that they would want to correct it ASAP. If you want to use Fletchers Tire in Payson, be aware that making an appointment for service means nothing to them.

Review: I dropped off my car today 01/03/2014, at approx 11am at my local Fetcher's Auto, for an oil change, and to check for an oil leak. I told him that I noticed oil on my driveway yesterday, and I had stuck my finger in it, it was clean, looked like oil, with no odor. Your same employee called me back, shortly after I dropped it off, to explain that it had a minor leak, and since I caught it so early, that it is an easy repair, but that it was not an oil leak. He said in addition to the oil change, I needed to replace the "thermostat and gasket", and quoted me a price of $186.00 total, with tax and fees, plus the price for the oil change. I asked him why the thermostat? if my car is not overheating, and has not been running hot? He said because I "caught it so early," and the substance on my driveway is from the gasket, not the oil. He sounded knowledgeable, and logical so, I agreed for the repairs with the quoted price. I asked him if I could get the oil change for free and laughed, and if that was the best he could do? He said he will see what else he can do. At exactly 5:00pm the same employee called me and said my car was ready. I called back a few minutes later to ask what time they closed, he said 5:30pm. I called him back to let him know I was on my way, this was at approx 5:15pm. I arrived at 5:25pm. I told him he should have called me earlier, so I could have better set up transportation, because him calling me at 5:00pm saying my car is ready, if they close at 5:30pm, was cutting it close for me to get there in time, before they closed.(We thought that was a little weird). He then told me everything was completed and total is now $206.28 but that he did my oil change for "only $9.95" and the rest is fees, parts and labor, and he gave me the best deal and coupons he could." He explained that "they ran my car for 20 minutes after they changed out the thermostat and flushed and put coolant back in it", and "it doesn't appear it needs any more coolant, but that I should "bring it back in 3 days anyways for them to check it out." I asked him why would I need to bring it back in 3 days? He said sometimes after running them they can run low.My car has NEVER run hot and has been serviced by Dodge dealership only with all my documentations available. My car was not running hot, nor was there any issues other than I needed my ROUTINE oil change, and had noticed a leak on my driveway, yesterday 01/02/2014, which prompted me to ask for him to check if I had an oil leak while he was changing my oil. I paid my Fletcher's bill on my debit card which shows 5:30pm 01/03/2014 on my receipt. Then, I went straight to get gas, which I paid on my same debit card after picking up my vehicle. I got gas approx 5 miles from Fletcher's and when pulling up to the pump, I herd a fan noise in my car hood area, and then the sound went away. I got gas and went straight home, which is approx 3 miles. When I pulled into my driveway approx 5:55pm 01/03/2014 my car display said "SYSTEM WARNING" and my RED temperature needle is going to the HOT side on the right and smells like radiator smell, like fishy scent. I put my car into park in my driveway and turned it off. I called Fletcher's at 6:00pm and left a detailed message as they are now closed! Very convenient. I am VERY dissatisfied at the least, and feel like they knew they made an issue with my car. I say this because why would he call me at 5pm if they close at 5:30pm? That is ridiculous, and I almost didn't make it in time, being I had to call for a REAL QUICK ride there!! Who calls it that close? Is that your policy? Is that even professional? He didn't know where I was, didn't even give me an earlier courtesy call saying your call will be ready at 5pm and we close at 5:30pm. I did not even know they closed at that time, I had to call back and ask him. Why didn't he offer to me the closing time when he called at 5pm?Desired Settlement: I want my car towed back to Fletcher's with the honest, appropriate repairs completed, that I already paid for. Also, any damages that my car has sustained while in this condition related to their faulty repairs, I want Fletcher's held responsible for the cost of those repairs and any other repairs to my vehicle, that may be necessary in the future related to this as a result of their negligence.

Business

Response:

To the best of my knowledge, the overheating issue was resolved the following day on the 4th of January. I believe the daughter brought the car back to be inspected for the overheating condition. The vehicle had an air pocket in the cooling system after the replacement of the thermostat that was recommend on the 3rd due to the coolant leaking from the thermostat housing which is very common on this engine. The coolant level was topped off and test driven with no further issues. The customers daughter was in the area and came back to pick up the vehicle once it cooling system was reinspected. As for our store hours, they are clearly posted on the door as customers come in to our establishment. We try our best to give our customers as much notice as possible as to when a repair is going to be completed. Yes we close at 5:30PM during the week but are always willing to accommodate a customer if they are not able to make it in by that time. I have attached the customers original invoice along with the invoice stating the overheating condition and that the customer was asked to return in 3 to 5 days to check the coolant level and to make sure that there were no further issues. Thank you

Review: Dear Revdex.com,

I took my car in (1996 Chevy Corvette) because it had an idling issue back in 2014. I was told I needed a tune-up and also a new water pump. I went ahead with the work and after receiving the car back a few days later discovered it (the car) still had the same idling issue. I took it back and was told there was nothing else they could do.

I store the car and so I went ahead and put it back it storage. Over the next 2 year's I noticed every time I took it out to drive (usually 2 times a month) it had the same idling issue.

I knew I couldn't take it back to Fletcher's (because I already had) so that's when I took it to Sun Devil Auto on Riggs Road in Chandler and was told the work hadn't been done.

I went back to Fletcher's with the Distributor Cap and Water Pump and showed them that they hadn't been replaced and again they said there wasn't anything they could do.

I had Sun Devil Auto replace everything associated with the tune-up and water pump and it came to $2651.76.

Thanks, [redacted]Desired Settlement: My charge at Fletcher's was $2052.88.

Business

Response:

I have reached out to the customer directly, I am currently reviewing the customers information to determine what can be done to resolve this issue.

Consumer

Response:

Revdex.com,

Andy from Fletcher's contacted me a week ago and ask for the parts in question. I told him the parts were at [redacted] (Riggs Road). He contacted Dave at [redacted] to ask for the car parts in question. Dave at [redacted] told Dave he would have to contact me (Ken, the owner) to get permission.

As of today (02/23/16) I am still waiting for that call. It's been a week.

Regards,

Review: The shop replaced two good tires with new tires instead of replacing the two bad ones.

On pointing out the mistake, the manager promised to rectify the mistake but never did,

I contacted the Store Manager Rob B[redacted] a few times.

I tried resolving through my credit card company.

I also sent a complaint to the corporate office. No response.

As the shop changed the wrong tires I would like a refund of $ 265.50 they charged me for new tires.

Thanks.Desired Settlement: Desire a refund of $ 265.50 the amount charged for replacing 2 good tires.

Business

Response:

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

Consumer

Response:

I do not accept the offer of Fletchers.They screwed up and changed the tires which were good and not required to be changed.It was my car and I had the choice of getting the work done.I specifically pointed out the tires I required to be changed. The shop mechanic made a mistake, I pointed it out to the manager of the store the same day and he promised to replace the tires, which he never did in spite of several calls.I know that it has been a long time since the work has been performed but I contacted the shop manager right away. The shop changed the tires which were not required to be changed and charged me approximately $ 265.00 towards that.The only resolution to that is They refund me the charge of the tires.I would like a cash refund and no store credit as I am never going back to Fletchers and will tell every one else about my experience with them.Thanks [redacted]

Business

Response:

Tell us why here...RE: Complaint ID#[redacted]As previously stated 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. The tires that were removed from the vehicle were deemed to have been worn enough to recommend replacing which means they were not new tires. Unless some proof can be provided indicating the exact tread depths remaining on the two tires that remain on the vehicle that were allegedly the tires that were supposed to be replaced as well as the single tire that was returned to the customer (which is allegedly the tire that was not supposed to be removed from the vehicle) then my previous offer stands. Without being able to produce the products in question as proof of the customer’s claim I am only able to offer resolution on a good will basis.

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

Review: On 8/1/2013, I had 4 new tires placed by Fletcher's on my Toyota Sienna Van. The mileage was 22,175. The total price was $624.97. The deal included warranty up to 75,000 miles and free tire balancing and rotation. Fletcher's also did the wheel alignment.I have been taking my van to fletcher's on a regular basis for oil change. I was told multiple times not to worry about the tire rotation and balancing because they take care of it.Recently, and while getting the routine service at Fletcher's,I was told that the front tires were gone and needed to be replaced. The mileage now is 45,446. I looked at the tires. It was clear that the front ones were almost gone, but the rear tires looked like brand new to me. I questioned why only 2 of the 4 tires would wear completely after only 23000 miles. I was given answers that did not make any sense. Like" Toyota vans tend to do this, probably the tire pressure was not good........"To me; there are only 2 possible explanations: Either Fletcher's technicians were not doing the rotation as they claim or the 2 tires are defected. If the problem was in the car, all the tires should wear at the same level assuming the rotation is being done as stated. Add to this that only 23000 miles of driving mostly on the highway should not cause that much wear out if the tires were not defected.Desired Settlement: I request full refund of the 2 tires which is 624.97 divided by 2 = $312.It will cost me this much to replace the 2 tires. I do not trust this store to work on my car anymore. Their treatment and customer service while I was trying to resolve this issue were not acceptable. I would not go back to them.Thank you.

Business

Response:

RE: Complaint ID#[redacted] In regard to Mr. [redacted] concerns with tire wear; Mr. [redacted] originally purchased his tires on 08/01/2013. At that time Fletcher’s installed four P235/60R17 BF Goodrich tires on his vehicle and performed an alignment. BF Goodrich offers a 75,000 mile treadwear warranty on this product. At approximately 5,000 miles on 12/28/2013 the vehicle returned to Fletcher’s for routine maintenance at which time the tires were rotated. On 7/18/2014 at approximately 11,000 miles since the original tire purchase the vehicle returned again for routine maintenance at which time the tires were rotated again. On 12/20/2014 at approximately 17,000 miles since the original tire purchase and 5,356 miles since the previous service, the vehicle returned for routine maintenance. Upon performing Fletcher’s standard inspection it was noted that the two front tires had abnormal tire wear noting outer edges of the tires were worn. It was also noted that tires had 26lbs of pressure which indicated low air pressure for this vehicle; the manufacturer recommends 35lbs of air pressure for all four tires. It was also noted at this time that there was not a T.P.M.S. light (Tire Pressure Monitoring System standard equipment on all vehicles 2008 models and newer for all manufacturers) was not present on the dash warning cluster which would have alerted the customer to the low air pressure in their tires. It was further recommended that the customer take the vehicle to the dealership to have the T.P.M.S. system diagnosed to determine why it had not alerted the customer to the low air pressure in the tires. On 6/3/2015 the vehicle returned for its next scheduled maintenance. Upon inspection it was recommended that the tires be replaced due to continued outer edge wear on the tires. It was also recommended that an alignment be performed on the vehicle. The customer did not elect to have any of the services performed on the vehicle that Fletcher’s had recommended at this time. On 8/1/2015 the customer returned to Fletcher’s stating that he believed the tires to be defective, he stated that he had taken the vehicle to the dealership and they confirmed the alignment was within manufacturers specification for the vehicle. Fletcher’s put the vehicle on the alignment rack and confirmed that the alignment was within the proper specifications for the vehicle. The tread depths were taken on all four tires (tread depths are measured as 32nds of an inch and are taken at 3 points across the tread of the tire; outer edge, middle and inner edge) the Right Front tire had a tread depth of; 0/32nds at outer edge, 5/32nds at middle, and 6/32nds on the inner edge. The Left Front tire had similar wear with a tread depth of; 0/32nds at outer edge, 4/32nds at middle, and 5/32nds on the inner edge. This wear pattern suggests that at some point during the life of these tires there had been an alignment issue or other similar mechanical related issue. The inner tread on the two Front tires at 5/32nds and 6/32nds of an inch of tread is consistent with the wear pattern on the rear tires which were gauged at; Left Rear 6 outer, 7 middle, 6 inner and the Right Rear at 7 outer, 6 middle, 7 outer and indicates that the outer edges of the two front tires made the most contact with the road surface causing excessive wear. Additionally previously driving on the tire with low air pressure can also cause accelerated tire wear. On this most recent visit the has requested that Fletcher’s replace the tires as a Manufacturers Defect Warranty, however the current state of the tire does not indicate that there is a Manufacturer’s Defect on any of the four tires. Based on the current wear of the tires we have offered the customer a 68% proration to replace the two front tires. This is a good will adjustment as there is not a Manufacturers issue with the tires and cannot be processed as such. The customer has declined the proration that has been offered. At this time the 68% proration on the two front tires is the best that Fletcher’s can offer the customer. This is an unfortunate situation for the customer, which is why we have authorized the proration however the current state of the tires is not the fault of Fletcher’s Tire & Auto. If this is an acceptable solution we can proceed with ordering the replacement tires and scheduling an installation date. Fletcher’s Customer Service Department

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.

The response is not convincing. When only 2 tires out of 4 wear out completely after about 17000 miles, it only means these 2 tires are defected. If it had to do with the low pressure or if the car had a problem, assuming that the tire rotation has been done as claimed, all 4 tires should wear out. The rear tires are still in excellent condition while the other 2 are completely gone. My cousin has a Toyota Seinna 2011, exactly like mine. He bought 4 tires from Fletcher's. The are still great after 40,000 miles. Fletcher's manager has the record and he knows I am providing accurate data. I am very surprised that he is still arguing about it. The only acceptable response is to replace the 2 tires for free or refund the total purchase price of the 2 tires.

Regards,

Business

Response:

The offer of 68% proration that has already been presented is the offer that Fletcher's will honor. If this is not acceptable, and you are convinced this is a Manufacturer's Defect Issue the we can contact the Manufacturer and submit a claim on your behalf. Once we send them the inspection report on the tire they will be able to let us know what they are willing to offer. I am able process the claim either through Fletcher's, or as a Manufacturer's claim either option is available to you and are fair resolutions. Please let me know how you would like to proceed.Fletcher's Customer Service