Fletcher's Tire & Auto Service, Inc.

In the attempt to address the customers concerns in the order they are presented; with regard to there being an AC Delco fuel pump in the fuel tank, that information is correct. If you reference the [redacted] invoice that was provided previously as well as this response you can reference the manufacturers part number which is M10097 which is in fact an AC Delco fuel pump. Referencing the fuel pump on the previous response as a Delphi wasn’t incorrect. Delphi is a manufacturer of these parts either in part or in whole since 1988 as ACG, a division of GM, until renamed Delphi in 1995. So there is no attempt at a rebuttal, Delphi officially separated from GM in 2009 however they do still work together with regard to original equipment options for GM products.
 
The customers statement about being in the process of opening a Fleet Account with Fletcher’s is false. The Fletcher’s Fleet Manager states that he has never received a request for a Fleet Account from this customer. The customer inquired about a Fleet account while on the phone with me however was not in the process of opening an account as he has stated for a second time (a continuance of false statements by the customer).
 
As stated in my previous response, when I spoke to the customer I asked the customer how the vehicle was running and was told that it was running fine. I also stated that Fletcher’s would continue to honor the warranty on parts and labor for services provided by Fletcher’s.
 
In regard to the customer stating that he continues to have fuel pump issues, the customer has not made Fletcher’s aware of any further issues with the fuel pump. Due to the fact that the customer has stated that he has had the fuel pump serviced by a different automotive service professional or provider, this has voided the warranty provided by Fletcher’s. If the customer would like to return the AC Delco fuel pump that Fletcher’s installed in the vehicle Fletcher’s will reimburse the customer for the cost of the fuel pump which was $425.25 plus tax of $34.45 for a total of $486.70.
 
Fletcher’s will not be providing a full refund due to the fact that the services paid for were provided. This will be the only offer from Fletcher’s.
 
Fletcher’s Customer Service Dept.

I have reviewed the response made by the business in reference to complaint ID [redacted]. I have called and emailed [redacted], and have yet to receieve a response. I will wait a few more days before proceeding further.

Regards,

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,

RE: Complaint ID#10973395

In regard to the complaint filed by Ms. [redacted]; I have reached out to Mr. [redacted] to resolve this issue directly. This is a warranty related issue; as the warranty has expired on the services and products provided by Fletcher’s, by approximately eight months I...

cannot process a warranty claim for this issue.

As a goodwill gesture I have offered the customer a $150 in store credit to use toward future purchases.

Fletcher’s Customer Service Department

The Fletcher’s Customer Service Department was unaware of Ms. [redacted] current situation. I have reached out to Ms. [redacted] and am currently working on resolving this issue. If further assistance is required please contact me. Thank you, Fletcher’s Customer Service Department

I have reached out to the customer and am currently working with them directly to resolve this issue.
 
Fletcher's Customer Service Department

The Customer Service Department was unaware of this complaint. I will contact the customer directly to resolve this issue.Thank you,Fletcher's Customer Service Dept.[redacted],Good afternoon, I have contacted Mr[redacted] in regard to his complaint with our Holiday Gift Card...

Promotion from 2014, He asked who I was, and I explained I was with the Fletcher’s Customer Service Dept. He then asked why I was calling and I told him I was calling in regard to the complaint that he had filed with the Revdex.com. He then said something that I couldn’t understand and hung up on me. I am considering this issue to be resolved. I have also included an example of the gift card in question as an attachment. Please let me know if I can be of further assistance with this issue. Thank you,[redacted]Fletcher’s Customer Service Dept.

The Zone Manager in charge of the Fletcher's location in question has reached out to, and resolved this issue directly with the customer. Please consider this issue resolved.
Fletcher's Customer Service Dept.

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.

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,

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

I apologize for the delayed response. The Customer Service department is unaware of any prior concerns from [redacted] and will be contacting him directly to try to resolve this issue.Thank you,Fletcher's Customer Service Dept.

[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 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 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,

RE: Complaint ID# [redacted] The customer has been contacted by the store Manager and was given a reimbursement on 7/15/2015. This issue should be considered resolved. I have included a copy of the invoice as an attachment.

Thank you,

Fletcher’s Customer Service...

Dept.

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

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,

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

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