Fletcher's Tire & Auto Service, Inc.

I took my truck in for a transmission service to their Presott
Valley location. My truck was not ready for pick-up when scheduled, twice. The service dept. was not aware of a rear seal THEY said needed replaced. I feel I would have been charged for it if I had not asked to see the old seal. The engine light was on when I left their shop. When I checked the fluid it did not register on the dip stick. The next day I took the truck to a local shop to complete service and have the transmission checked out. It was 3 quarts low on fluid. Manager and service dept had a "too bad" attitude.

I bought a [redacted] for an oil change and breaks. I made an appointment and took my car in. They replaced my breaks even though they told me; my breaks still had life in them. They now squeak and grind. I took my car back into Fletchers and now they are telling me I need new routers. I asked them why they didn't tell me this when I had my breaks replaced the week before and they couldn't answer. I believe they put used routers from another Honda on my car.

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

The first time I came to this Fletcher's on Arizona Ave and Ocotillo I made an appointment and arrived at my scheduled time for an oil change. They didn't even bring my car to the garage to start working on it until an hour after my scheduled appointment time.

I decided to give them a second chance and that was a huge mistake. I arrived a few minutes before my appointment time and asked the person at the desk how long my break pad change and oil change would take. His response was "2 hours tops" and I adjusted my day to his answer. However, almost an hou and a half after my appointment started I asked for a status on my car and a completely different guy told me that they were just getting started on my breaks and it would be at least another 2 hours. How did my 2 hours maximum appointment turn into 3-4 hours? I asked him that and he explained that the first guy didn't know what he was talking about and shouldn't have told me 1 hour for breaks. I worry that they didn't start my vehicle work until way after my appointment time and I'm just getting the runaround again. I'm extremely disapponted in the service I received here both times.

I don't know why my complaint was closed but I needs to be reopened. My complaint number is [redacted]Fletcher's hasn't contacted me to resolve the damages I am demanding.My car is shaking really bad after the incident my car has never been the same I need your help to get Fletcher's to comply with what I am asking they haven't contacted me yet.

RE: Complaint ID #[redacted] As requested I have contacted [redacted] and apologized for any miscommunication that may have taken place at the time of original purchase of the gift card in question. I have offered a $10 in store credit as requested and it should be available on [redacted]’s Fletcher’s Rewards account by Monday. This was not a matter that needed to involve the Revdex.com, if I had been made aware of the situation it could have been resolved at a lower level. Thank you,Fletcher’s Customer Service Dept.

We have reached out to this customer in response to this complaint. We are waiting for the customer to provide us with documentation so that we may take the necessary steps to resolve this issue. As soon as we have possession of that documentation we will be able to better determine the course of...

action that is required.ThanksFletcher's Customer Service Dept.

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.

I went to Fletchers located at [redacted], to get an oil leak repaired on my Mercedes Benz C240. The repair made was to replace the oil filler neck, rear valve cover gaskets and rear oil pan gasket. The mechanic told me that the car is going to be burning off the oil and there will be white smoke burning off. I left Fletchers and drove 2 miles down the road. There was white smoke spewing from the hood and flames started to come out the top. My Mercedes front end burned down due to their faulty mechanic work. My car is totalled due to their faulty work. I have asked for a refund. I have talked to the Manager of that location and the representative from Fletchers who handles customer complaints and both have denied to refund my money. I trusted this company to repair my car and instead, they faulty workmanship burned my car. They refused to refund my money. I havent received a phone call of apology from Fletchers. My car is totalled due to their negligence.

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

it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I consider this complaint resolved.

Regards,

I have contacted the customer directly to resolve this issue. We have agreed on a resolution and this issue should be considered resolved.
Fletcher's Customer Service Department

face="arial,helvetica,sans-serif">Regarding complaint [redacted]:
I just want to go on the record in recognizing Andy (Fletcher's Customer Service Representative) and Mike B[redacted] (Manager of Fletcher's on Sunrise and Swan) for going above and beyond in remedying the issue.
My impression of this company has turned 180 degrees after the service and attention provided by Mike B[redacted]. I will be posting a positive review on [redacted] Reviews of the Sunrise and Swan shop, and wish to give this company an A+ for responding so thoroughly; what a difference!
Thank You,

To resolve this issue I will be authorizing the requested reimbursement and sending it to the address that the customer has listed on the complaint file.
Fletcher's Customer service Department

RE: Complaint ID#[redacted] In regard to Mr. [redacted] concerns with tire wear; Mr. [redacted] originally purchased his tires on 10/26/2013. At that time Fletcher’s installed four P245/35ZR20 Toyo Proxes 4 Plus tires on his vehicle and performed an alignment. Toyo offers a 50,000 mile tread...

wear warranty on this product. Fletcher’s did not perform any maintenance (including routine recommended maintenance such as tire rotations) on the customer’s vehicle until 4/04/2015. This time the vehicle was brought in for strut and shock replacement, this work was performed along with the alignment which is recommended when performing this maintenance. The customer states that he has been having routine maintenance performed on his tires; however there are no records of this routine maintenance being performed at Fletcher’s. We did not see the vehicle again until the customer brought the vehicle in on 7/20/2015 stating that his tires were worn and requested an inspection. At this time it was determined that all tires are worn out and are recommended to be replaced however the right side tires are worn out the worst on the inside edges of tire and is believed to be a caused by a separation which would be a manufactures issue. The customer claims that the most recent alignment performed by Fletcher’s is the reason his tires have worn prematurely. The customer’s vehicle was put on the alignment rack to check for any alignment issue. The only issue was a slight variance in the left front camber of 0.2 degrees. This shows that the current state of the alignment is not a contributing factor in the excessive wear of the right side tires, as all other specifications were within the manufacturers recommended tolerance. A picture of the alignment was taken by the manager of the store location and was sent to the customer in the form of a text message. The customer has aftermarket wheels on the vehicle which are larger than what came on the vehicle as manufacturers original equipment, this could also be a contributing factor to the premature wear of the tires. The right side tires have exposed steel cords due to this separation issue and it was recommended not to drive the vehicle in its current state. We have recommended replacing the tires. The customer declined and decided to come and pick up the vehicle against our recommendations. The customer has put 43,178 miles on the vehicle at time of inspection, since the original purchase of the tires; the tires are rated for 50,000 miles as listed by the manufacturer. Based on the current wear of the tires the customer has used 86% of the manufacturer’s 50,000 mile warranty. This means that there is 14% of tire life that the customer was not able to use. At the original purchase price of $143.67 per tire a 14% proration would be $20.11 per tire. This would be the current proration due to the customer on the purchase of new tires. For four tires it amounts to a discount total of $80.44 off of the total purchase price off of four new tires. We have already extended this proration to the customer and he has declined the offer. I am willing to round up to a 15% proration which will increase the customers discount to $21.55 per tire for a total of $86.20 off of a set of four tires. Additionally I will extend our friends and family installation rate of $13 per tire to the customer. This is an unfortunate situation for the customer which is why we have authorized the proration without involving the tire manufacturer up to this point, however the current state of the tires are not the result of any work that has been performed by Fletcher’s Tire & Auto. If this is an acceptable solution we can proceed with the customer selecting a new tire to have installed on the vehicle. I have included copies of the customer’s service history, both invoices for the two services performed, the Toyo Limited Warranty and Owner’s Manual, and the picture of the alignment specifications as of 7/20/2015.Fletcher's Customer Service Department

RE: Complaint ID #[redacted] As requested I have contacted [redacted] and apologized for any miscommunication that may have taken place at the time of original purchase of the gift card in question. I have offered a $10 in store credit as requested and it should be available on [redacted]’s Fletcher’s Rewards account by Monday. This was not a matter that needed to involve the Revdex.com, if I had been made aware of the situation it could have been resolved at a lower level. Thank you,Fletcher’s Customer Service Dept.

Was charged $165 each for 2 parts that be bought online for $50 each. WAY TOO MUCH markup.

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.

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.

RE: Complaint ID #[redacted]

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

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

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

Thank you,

Fletcher’s Customer Service Department

RE:[redacted] I contacted Mr. [redacted] on 12/2/2014 and informed him that due to the amount of time that has lapsed since he has had the motor replaced, and due to the fact that he was not able to return the radiator to Fletcher’s so that it could be sent back to the manufacturer to be tested for failure that I could not obtain enough information to determine that Mr. [redacted] is eligible for reimbursement. On the basis of customer service I have offered Mr. [redacted] a $200 in store credit for future purchases or service.  Mr. [redacted] stated that he was unsure if the $200 credit would be satisfactory for him and informed me that he would contact me back. Fletcher's will not be able to refund Mr. [redacted] the amount of $3,500 that he has requested to resolve this issue. The above offer of a $200 store credit on a customer service basis will be my best offer as Fletcher's is not responsible for Mr. [redacted]'s vehicle overheating to a point that it caused engine damage. ?If you have any other questions in regards to Mr. [redacted]’s complaint please let me know.   Thank you,Fletcher's Customer Service