Fletcher's Tire & Auto Service, Inc.

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

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

I will try to contact Mr. [redacted] to resolve this issue.Thank you,Fletcher's Customer Service Dept.?

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

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

Fletcher's Tire & Auto was running a special of buy two get two free on tires. I called them and was told what tires I need by the make and model of my vehicle. I set it up to have them install the tires. When I arrived, they took my keys and told me to have a seat. An hour later, I asked how much longer it would be, they stated they were bringing it in now. 20 minutes later, I asked why it still had not been started and they stated they lost my keys. When they finally found my keys, they informed me they ordered the wrong tires and I would have to come back next week. I agreed.

When I returned to have my new tires put on, I was charged for road hazard. I told them I did not want the road hazard and was told it was included in order to get the buy two get two free. It has always been my understanding that road hazard insurance is an option. Buy forcing people to have road hazard insurance, they are not living up to the buy 2 get 2 free. They are charging a fee in order to do cover for the "free" tires. For 4 tires, at $99 each on a buy two get two free, I paid $374.94. Where's the free?

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.

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.

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

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

I have contacted the customer directly to resolve this issue, a resolution has been reached and this complaint should be considered closed. 
Fletcher's Customer Service

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,

RE: Complaint ID#10973395

I have spoken with Mr. [redacted] and I understand his frustration with this situation, however due to the fact that the repairs have already been made to the vehicle by another automotive service provider there is nothing further Fletcher’s can do to rectify this situation.

My original offer of the goodwill gesture to give the customer a $150 in store credit to use toward future purchases stands.

Fletcher’s Customer Service Department

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.

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,

Fletcher's has contacted the customer directly to resolve this issue.
Fletcher's Customer Service Dept.

I brought my Sienna in on May 31, 2016 to have the shocks and struts replaced. I picked it up that afternoon. The next day as I was driving to the local library, with my three little girls in the car, and I heard a very loud grinding sound and felt it each time I turned. It sounded and felt as if the bottom of my car was being grinned off. I immediately called Fletchers to find out what I should do. The acting manager thought that it was a simple cap that had come loose and could be tapped back into place. He had me bring the car by right away.

It sounded like it was going to be a quick fix. After 20 minutes of waiting, I went out to the bay to see what was going on with my car. I noticed a technician pounding the underside of my car until the front passenger-side axle came loose. It was at that point that I realized that it was something major. I do not understand why the manager had not come and talked to me about the axle before hammering it out of the car. The manager was frantically trying to find a replacement part while the technician removed the axle. The technician was friendly enough to come over and speak with me about what he was doing. He even showed me the axle that he had removed. Another technician pointed out that the threads on the end had been striped. It was the technician who also told me that the part would not be in until the next day and I should make arrangements to be picked up. Again, I was furious that this had not been explained to me BEFORE the work had been started.

Just before I left, the acting manager had finally come to speak with me. He explained that the part was coming from California and it was going to cost them over $700 to replace it. There was no remorse or apology for the inconvenience. In fact, when he was talking to me about replacing the axle that the tech broke, he made me feel guilty that they had to buy the new “$700” part for my car. When I asked what happened he made some indication that some bolt had been tightened too much and that caused damage to the axle. But the tech had shown me the axle with the stripped threads, which was not damaged by a tight bold. Of course the tech who worked on it was gone for the day and so the manager could not explain exactly what happened. Luckily, my girls and I were not hurt while driving on a broken axle!

I am a very understanding person and I realize that in life things happen. But I had another event happen with the same Fletchers about a month earlier.

On April 12, 2016 I brought my Toyota Sienna in for an oil change and tire rotation. I really appreciate that I can do both at the same time. After my car was serviced I began to drive away. Something did not sound right. At first I thought maybe it was the road, so I continued onto the major road. But something was just not right. I could not figure it out. I turned the corner to the next road (Cave Creek) and heard a loud clunk noise. Then I knew something was definitely wrong. I pulled over and called Fletchers. The manager immediately came out and checked on me. Sure enough, the lug nuts had not been tightened on the driver-side rear tire. The tire had fallen down and the bolts and lugs were bent. All five of them had to be replaced. I could tell that Ryan was extremely embarrassed and was quick to help me resolve the problem. I was calm about the incident because of the way Ryan handled it. I realize that things happen. Luckily, my girls and I were not hurt while driving on a loose tire!

This is two very extreme incidences where there was definitely negligence on the part of the technicians working on my car. I am really shocked that there are not more safety checks on the cars before you let the customers drive away. A supervisor or manager should ALWAYS look over the work before you release the car to the owner. I fear that someone will get into a car accident because of the poor workmanship or lack of supervision at this store. I think that if I had happened to get into an accident, there would have been damage to my car and it would have been difficult to trace the faulty parts back to Fletchers, even though that is what would have caused the accident in the first place. If I had not been aware of these strange noises and I had been driving on the freeway and lost my tire or axle, my family could have been seriously hurt or killed. This is a very serious problem!

Even worse yet is the lack of communication or understanding I have gotten from the Fletcher’s Corporation. I have tried to contact the zone manager several times and have not heard from him. I think he should be aware of the severity of these situations. I cannot imagine I am the only one that is experiencing this negligent service.

I unfortunately will not go back to Fletcher’s again…to any of the stores. I will not recommend Fletcher’s to anyone and in fact I will tell my story and stray them away from Fletcher’s. It is unfortunate that it had to happen this way, but I feel that until you have more serious safety standards and better supervision on your technicians, it could be a dangerous situation for others.

My complaint has not been about warranty, but rather good workmanship. Fletcher's made an offer to pay for material and all but $50 of labor AFTER I had already had the truck properly repaired at Pat's Precision. An offer of $150 in store credit does not do any good when the workmanship there has proven faulty, at best. It appears Fletcher's took a calculated risk in making no offer to repair the issue when initially broached. 10 cents on the dollar for in store credit is not acceptable compensation for bad workmanship. I remember when the Fletcher's name carried with it honor, not legal warranty speak. My complaint stands.

RE: Complaint ID#[redacted]
In regard to Ms. S[redacted] concerns with brake servicing provided by Fletcher’s; Ms. S[redacted] brought her vehicle to Fletcher’s on 9/28/2015 for a standard brake service. This standard brake service consists of replacing the front brake pads, machining the front rotors...

and test driving the vehicle before and after the brake service. The vehicle underwent a standard inspection and it was noted that the vehicle had a check engine code that was identified as a P0301 cylinder one misfire code. This information was provided to the customer on the invoice. In addition to the documentation on the invoice it was also verbally conveyed to Ms. S[redacted] that the left fog lamp had an expired bulb, the left head light assembly was broken, and that the lower control arm bushing needed to be replaced. Ms. S[redacted] did not elect to have any of the recommendations addressed on this service.On 10/02/2015 Ms. S[redacted] returned the vehicle to Fletcher’s stating that the brakes were staying applied while driving. Upon inspecting the vehicle it noted that the vehicle had been driven 297 miles since it had been serviced at Fletcher’s, the brakes had gotten hot enough that they were smoking and that for some reason the brakes were staying applied. Upon further diagnosis it was determined that the brake master cylinder was leaking into the brake booster which is almost certainly what was causing the brake calipers to maintain pressure on the brake rotors. We recommended that the customer replace the brake booster and the master cylinder. We also warrantied the brake pads and replaced them with new pads and machined the rotors. It is unknown at this time if the brake calipers were overheated to a point that replacement is recommended. During this process the customer declined to speak with us about the situation requesting that we relay all information through an acquaintance of hers.
After explaining the situation to the customers acquaintance, the customer contacted Fletcher’s stating  the brakes had failed because of the brake job that Fletcher’s had performed.
I explained to the customer that the brake master cylinder was most likely leaking before Fletcher’s replaced the brakes and that replacing the brakes alerted her to the issue and just because Fletcher’s had performed a standard brake job on the vehicle did not make Fletcher’s responsible for the brake master cylinder leaking. The brake master cylinder is a different component of the brake system and due to the fact that it was leaking into the brake booster, there was no external leaking and therefore no way for Fletcher’s to know there was an issue with the master cylinder at the time of the brake service by performing our standard visual inspection.
Fletcher’s offered to perform the services on the vehicle, informing the customer that the parts had to be ordered and shipped in and should arrive within approximately five days. The customer declined and had her acquaintance contact me. He then requested, that if he could provide the parts needed would we be willing to perform the work and  asked if there was anything we could do to assist with a lower labor price for performing the service work. He was informed that in an attempt to assist the customer we were willing to extend a reduced labor rate $85 per hour  (regular rate is $115 per hour) for the recommended 2.4 hours of labor called for to replace the brake master cylinder and brake booster.
The customer then contacted the store manager stating once again that this was Fletcher’s responsibility becoming verbally aggressive and using profanity toward the store manager. The original offer of the reduced labor rate stands as Fletcher’s offer of what we are willing to do to assist the customer however we do not take responsibility for a part failing on the customers vehicle that has never been replaced by Fletcher’s nor do we have any control of when or how a part may fail.
Fletcher’s Customer Service Department

I want it to be on record that Fletcher's has lied once again. 1st thdy never mentioned anything about the code light and recommendations. Nor did they mention to me any of the other things they stated that they mentioned other than the brake damage was not their responsibility. Second while I was upset at what they were telling me I was not aggressive until the manager was rude and aggressive with me first and I did not use profanity at all during our interactions. That is a bold faced lie. I will continue to let people know about what they have done to my car and the way they treated me during the entire process. I stand by my statements and refuse tonlet them do this to others. The third reason is the mileage. Yes I hD driven that amount of miles on in my vehicle because I drive to and from work 64 miles round trip plus I drove it to a concert all the way in Glendale right after I picked the car up from Fletcher's that is what you do when you use your vehicle you drive it. And had I known something was wrong I wouldn't have but I was unsuspecting any problems because that is why you trust those you pay to repair your car that they will not do more harm than good and they did! Period!

[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 the Fletcher's automotive may contact me directly as long as the dispute in resolved and the damages have been paid. There department may contact me as long as there willing to comply and resolve my damages I am asking for. I have had problems now and my car shakes it never used to shake I should be asking for more than $2,500.00 but that is what I intially asked for and as long is it is resolved in a timely matter I will accept that amount.I need the Revdex.com help in order to get my claim approved please help me do so. I will be looking forward to your response you can email me or contact me directly at ###-###-####Best Regards,

Michael W. [redacted] ###-###-####