Fletcher's Tire & Auto Service, Inc.

Hello All,
I only visited this page because of the experience I just had with this business and location today. My husband who is disabled dropped his car off and asked them to call him with a price. They called back with a price of thousands of dollars because THEY said that all of the hoses needed to be replaced and all we wanted was for them to repair the line that was leaking because we had no brakes. We told them not to fix it and when we arrived to pick up the car the manager says all we need is your signature and some money. My husband looked astonished because they did not mention the fact that it would cost to look at the car, although we know that some places do charge for looking at the car but they tell you about the charge when you drop the car off. We reluctantly paid the $100 bucks and signed the stupid waiver they had for driving off without them fixing it. We went someplace else and the mechanic says the cost will be a few hundred. Fletcher's is bad business and I will never step foot in their door again.

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.

In regard to Mr. [redacted]’s complaint I have looked into this situation and to the best of my knowledge the situation goes as follows: when Mr. [redacted] arrived at our location for servicing he stated that he had an appointment, upon looking at the appointment schedule the counterperson found an...

appointment for a customer named Adam. He then asked for Mr. [redacted]’s phone number so he could reference the customer’s history for the vehicle being serviced and start an invoice. Upon referencing the customer’s history the counterperson realized that the name on the customer’s service history did not match the name of the customer listed for the appointment time. The customer stated that he goes by both names and that the phone number we have listed for him is outdated. As the counterperson began updating the customers information he took the customers free oil change voucher and punched the voucher as redeemed, the customer inquired about how long it would take to perform the oil change service and requested that we remove a spark plug to inspect it to determine if replacement was needed. The counterperson stated that he would need to look up the labor time required to pull the spark plug so he could provide accurate pricing. The customer did not agree with this assessment and requested to speak with the Manager. The Manager came to the counter to which the customer started making negative comments about the counterperson. The Manager moved past the negative comment or comments and attempted to further inquire about the servicing that the customer was requesting. Through further dialog the customer became more negative and began making negative comments about Fletcher’s in general. After making several offhanded comments the Manager declined to service the customer’s vehicle and asked him to come back when he had calmed down or had a better attitude. At that point the customer became more aggressive and began using profanity directed at Fletcher’s and the employee’s. There was another customer in the waiting room at that time that witnessed the situation. At this point the customer was asked to leave and not come back until he had calmed down in an attempt to keep from disrupting business.  Once I received the complaint that has been submitted to the Phoenix Revdex.com, I attempted to contact the customer directly to resolve this issue. I was able to contact Mr. [redacted] this morning in regard to resolving his customer service complaint. He was not forthcoming with information regarding the situation, he was defensive and used profanity directed at me during our conversation, and therefore I have no reason to believe that the account of what took place at the store location happened any differently than stated by the Fletcher’s employees. Mr. [redacted] had also formerly filed a complaint on [redacted] making very strong accusations and using very demeaning terms to identify specific Fletcher’s employees, reference Complaint [redacted] At this time I have moved forward with my offer to Mr. [redacted] which is: I have had a check drafted in the amount of $100, this should be sufficient to cover any monetary value that Mr. [redacted] feels he is owed by Fletcher’s. This check has gone out in the mail today to the address that Mr. [redacted] has provided in his Revdex.com complaint, customer information. It is further recommended that Mr. [redacted] find a new automotive service provider as Fletcher’s feels that we are not the best fit for Mr. [redacted]’s automotive services and a different service provider may be better suited to meet his needs. I have included a copy of the check that has gone out in the mail today as well as the invoice that had been started by the store location at the time of this service. Thank you,Fletcher’s Customer Service Department

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]

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.

[redacted]  [redacted]...

[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted]nd 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 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,

The Fletcher's Customer Service Department has limited information on Mr. [redacted] situation. I will be reaching out to Mr. [redacted] directly to try to resolve this issue.Thank you,Fletcher's Customer Service Dept.

We submitted a negative review about 20,000 mile tires. Tire liquidations did make an additional offer to make it right. We were sold better tries at a reduced price.

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

RE: Complaint ID #[redacted]

In regard to the claim by customer [redacted] came to a Fletcher’s location on 3/16/2015 to purchase a new set of tires for their vehicle. While replacing the tires a wheel was allegedly damaged, the damage that has occurred to the wheel is purely...

aesthetic and does not compromise the integrity of the wheel. [redacted] invoice for the services performed does not indicate that the damage was present prior to servicing the vehicle (which is a standard practice to document any present damage at the time of servicing to eliminate any question of Fletcher’s liability for such damages), therefore Fletcher’s has informed the customer that we would replace the wheel with a pre-loss condition product.

A pre-loss condition replacement product was located and an order was placed by 3/20/2015 to have the product delivered to our Fletcher’s Location. There has been what appears to be a miscommunication based on the customers statements between Fletcher’s and the customer regarding when the product was ordered and when it would arrive at the store location. Fletcher’s is now currently in possession of the pre loss replacement product.

The customer has stated that they have taken it upon themselves to contact the local [redacted] dealership to order and pay for a new wheel and schedule installation as of today 3/25/15. They have also stated that their desired settlement is for Fletcher’s to provide a reimbursement of $405 within 10 business days.

The customer has not allowed Fletcher’s a full 10 business days to date, since the damage was found by the customer on 3/17/15 to have a replacement product located, delivered and installed. It is Fletcher’s position in this matter that we are not responsible for the full retail cost of the product that the customer has taken upon themselves to purchase from the dealership.

Fletcher’s has been actively trying to resolve this issue since it began and to this point have not declined to resolve this issue for the customer. At this time we are currently in possession of the pre-loss replacement product that we are willing to provide to the customer. If this is not acceptable we are willing to offer a reimbursement of $294.55 which is the cost of wheel $268 and $26.55 in sales tax from the local dealership that we could have purchased the product from as the customer has done.

Please let me know if I can be of any further assistance.

Thank you,

Fletcher’s Customer Service Department

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.

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

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,

After 8 successful years of service with Fletcher's Tire and Auto Service on Chandler Blvd in Ahwatukee, it saddens me to say it has come to a screeching halt. Over the years my wife and I have taken both our vehicles to this location for oil changes, as well as many different types of auto repair. We have appreciated their great communication, honesty and most importantly their above and beyond customer service. As of today, this is no longer the case! We are not 100% sure what has caused these drastic changes; the new employee at the front desk doesn't know and the seasoned mechanic we grew to love has left the company.

We dropped our vehicle off Friday morning right when the doors opened. The following issues were to be addressed:

Starting ability - brought it in several months ago for same problem, however nothing found. Advised to keep driving and bring back if continues. Oil Change, Power Door on passenger side - having issues with closing. Already repaired once, however may need to address different part and a short in A/C panel -rear A/C unit experiences a delay after you turn it on. The first issue is obviously the most important!

Fletcher's contacted me around noon on Friday, however it seems the call was premature as not all issues on the ticket had been addressed. This would be the ONLY call I received from Fletcher's throughout this fiasco.

At 2:30pm I called to check in, as I had not heard back regarding any updates on what had been found. I was informed they were still troubleshooting, however still had quite a bit of time left before closing and not to worry. At 5:00pm and still no word, I made a final call to confirm the obvious; Fletcher's would need to keep the vehicle for another day. I was informed they had completed the oil change, however were still troubleshooting the other items.

In past experience, we leave our vehicle all day and within 4 to 5 hours of drop off we receive some type of update. When my wife inquired further about the lack of communication and no indication of cost for any of the work requested, she was informed, " My mechanics have other cars they need to work on as well and can't just work on your car." Fletcher's advised they would be in touch in Saturday morning by 10:00am.

On Saturday morning at 10:45am I decided to call Fletcher's, as I had not received a call. We made the decision to drive to Fletcher's and speak face to face regarding our concerns about the starting issue. The front desk seemed very eager to explain the repairs for the A/C, however we made it clear, although that repair needs to be made our biggest concern is the STARTING ISSUE!

We asked about the tests that had been done on the starting system. The person behind the counter assured us they had run numerous diagnostics on the starting system, fuel system and battery system.

Our frustration grew as this was the second time Fletcher's would address the issue and again could not find the problem. It didn't help that one of their technicians had experienced the issue, however due to being just the "Lube" guy, he couldn't help the mechanic.

At this point the mechanic came out of the garage to speak with us.

I asked the mechanic and the person behind the counter if they understood there was an issue with our vehicle's starting system. They said they understood there is an issue , but they cannot find the cause. Why would I bring my vehicle back to Fletcher's if I have zero confidence they can fix what is wrong? I ask, "Are you telling me you do not have the ability to fix what is wrong with my vehicle and we should go elsewhere?" They stated, "Yes".

The counter person during the course of this discussion made several comments regarding my perception as the customer and how I was not correct in my understanding of the situation. I tried to remind him I am the customer and therefore my perception is what I perceive. It became apparent the person behind the counter was a waste of time!

The mechanic told me in many instances Fletcher's is not able to resolve issues regarding the computer involved systems; proprietary to the manufacturer. There are certain things beyond Fletcher's ability to resolve. I thanked him for that piece of information and wish I had been informed of this initially. Had he not provided this bit of information I would still be in the dark today. The mechanic asked me to step outside, where he expressed his apologizes while shaking his head. It was evident Fletcher's had made some changes and NOT for the better!

I paid for the oil change and diagnostics tests. I expressed my displeasure and asked if Fletcher's cared about losing two loyal customers. The person at the front desk said, " You are choosing to leave. "

We are now shopping for a new service provider and continue to share our experience.

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

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

[A default letter is provided here which indicates your acceptance of the...

business's response.  If you wish, you may update it before sending it.]

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

Regards,

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.Fletchers never called like they said they would . I need them to call my daughter, I am English as a second language. Her name is [redacted] ###-###-####. I would like a call soon so this can be resolved. Or I would accept a partial credit for the oil change, or gift certificate for the difference. if you are unwilling to change the gift card terms that were not disclosed to us, at least be fair and do that.

Used to trust them completely, but not now after several repeatetive issues, that supposedly were done. Last straw when oil light came on (after oil change) and it was half full. Was then told that's all it needs....really?!!! Other issues, but we have spent almost $4000 on two cars and not satisfied with competency.