Fletcher's Tire & Auto Service, Inc.

Re: Complaint ID #[redacted]  In Regard to [redacted] claim, he contacted the [redacted] store location that performed the work, the Fletcher’s corporate office, as well as the store Manager’s personal residence by way of a hand written letter (which I have included as an...

attachment). I have looked into [redacted] situation and while it is an unfortunate situation Fletcher’s Tire & Auto is not responsible for [redacted] engine failure. I have spoken with [redacted] about his situation and have tried to explain that at no point did Fletcher’s cause the engine damage that has taken place with his vehicle nor did we overcharge him for the engine replacement that we had performed for him that he had agreed upon. [redacted] has stated that he had previously had his oil changed with a company called [redacted] Tire in [redacted] prior to visiting our location on November 5, 2014. Before this visit to Fletcher’s we had not serviced this vehicle since March 10, 2014 (eight months prior to engine replacement on 11/5/2014, also included in the attachment). [redacted] was given a very fair price on the replacement of his engine. He was quoted the engine replacement at $70 an hour (our regular hourly labor rate is $115 per hour). Once [redacted] had agreed to the engine replacement price we proceeded with the performing the service. While replacing the used engine we determined that the used motor would need the water pump and timing belt replaced based on engine mileage, and signs of a leaking water pump. While this service was not required it was highly recommended to ensure there would be no future issues with the timing belt or water pump. Due to the unexpected additional servicing recommended we offered to perform the labor for replacing the timing belt and water pump kit at a $25 an hour labor rate. [redacted] agreed to all of the pricing and servicing involved. To my knowledge there are curren**y no issues with the engine that has been installed in [redacted] vehicle, the engine has a twelve month / twelve thousand mile warranty on all parts and labor.

I have already been in contact with [redacted]; I am aware of her situation and we are in the process of getting the parts needed to replace the sensors that [redacted] is referring to. As soon as the parts arrive the Zone Manager for that area will be contacting [redacted] to schedule an...

appointment time to have the work performed. This issue should be resolved soon.

Fletcher’s Customer Service Dept.

I am currently attempting to contact our customer to make arrangements to resolve this issue and will update you by email of any resolution that is reached.Thank you,Fletcher's Customer Service Dept.

RE: Complaint ID#[redacted] In rebuttal to Ms. S[redacted] claims of Fletcher’s providing incorrect information, I have included an attachment of the original invoice for the original brake service, stating that there was indeed a check engine code that had been retrieved from the vehicle and provided to Ms. S[redacted] on the invoice which she signed acknowledging the work performed on her vehicle. I have also included copies of the original inspection form for the vehicle which states that the vehicle was test driven and there were no issues with the brakes while in the possession of Fletcher’s Tire and Auto.

While this information has no direct effect on the customers current brake issue, it does lend to support the fact that Fletcher’s has provided Ms. S[redacted] with the information that we have stated, whether or not Ms. S[redacted] chooses to acknowledge it.

This is an unfortunate situation and I understand this can be frustrating, however as Ms. S[redacted] has already stated, had she known there was an existing issue with the brake booster she would not have driven the vehicle. The same applies for Fletcher’s, had we been aware of the issue we would have made the recommendations to replace the affected parts, however as I have already stated there were no existing symptoms that Fletcher’s could diagnose to prevent the failure of the brake master cylinder and affecting the brake booster.
I am willing to extend a reduced labor rate $78 per hour for the recommended 2.4 hours of labor called for to replace the brake master cylinder and brake booster if Ms. S[redacted] still wants to provide her own parts, otherwise I will offer reduced Fleet rate pricing on the parts if she would like to purchase them from Fletcher’s. This is a further reduced rate from the original offer of $85 per hour. The reduced labor rate stands as Fletcher’s offer of what we can do to assist the customer, however we do not take responsibility for a part failing on the customers vehicle that presented no symptoms of failure, 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 have reached out to the customer and resolved this issue with the customer directly.
Fletcher's Customer Service Dept.

I made an appointment for 8 am and called at noon to check on my vehicle and well told my vehicle was just put on the rack. When I asked to speak to the manager I was told to leave a message. I spoke to Rick and when I asked him why was my truck put on the rack 4 hours after my appointment he told me "I don't care".

I have taken my 2002 Chrysler PT Cruiser to this location to get it fixed. I was having problems with the A/C and it was overheating. They had replaced a few parts on it which costed me $1880. Two days after I got it back it was overheating again and the A/C wasn't working again, so I took it back. It stopped overheating and the A/C worked for only a day. A couple days after I got it back the second time the check engine light came on. I took it back once again when I was able to get the time a couple weeks later to have them fix the A/C. They ensured me it was fixed and would not be anymore problems 30 minutes of leaving Fletchers my car started overheating once again. I am very displeased in the way they have handled my situation. I do not feel like they have done much to my car yet I have spent about $2500 into fixing a problem that has yet to be fixed

Recently, while I was at work…
My wife took her vehicle to Fletchers Tire Buckeye, AZ due to a noise coming from the radiator fan assembly. She described the symptom to them as a banging noise, when the Radiator fan comes to a slow stop, after the car is turned off. Prior to dropping it off, the vehicle was running fine, and the A/C was functioning and the radiator fan was spinning when the A/C was turned on.
I had previously spent time troubleshooting the symptom, and gave her my diagnosis. When she arrived she spoke with the Manager, [redacted]. She informed them that she was planning on going on a long trip and that she wanted to make sure that this was resolved in a timely manner before her departure, the next morning. To [redacted]’s defense, he told her that he would “try” and look at it today.
My wife left the vehicle with the shop and walked home with our children. The shop made no offer to drive her home, which was nearly 2 miles down the road. There are several professional shops in the Arizona valley that offer this service for their customers.
The day passed, and it was nearing closing time for Fletcher’s Tire, Buckeye, AZ and we did not receive a call from the shop, so I called the shop and asked to speak to [redacted]. [redacted] informed me that they did not get a chance to look at it today. I again, asked him when they do look at it to please look at the fan assembly, and I also requested a radiator flush. [redacted] said he would get it into the shop first thing in the morning.
Just after 10am, the mechanic contacted my wife and left a message, so I called him back and spoke with him (no name). He advised me that the Fan was eating itself apart and that it needed to be replaced. The cost of the fix would be 335$ dollars. I asked him why the cost was much, to which he replied, that’s our charge. Last summer I had to replace the Fan Motor, so I was familiar with the repair. To my despair I wasn’t available to make this repair before my wife could leave on her trip. I advised the mechanic that the assembly has one screw, and the whole thing comes out in 5 minutes. The motor replacement or Assembly replacement can be done in less than 30 minutes. The retail cost of the motor is 29.99 and The entire fan assembly w/motor is under 100.00.
So you can see how I was puzzled at this quote. This shop was trying to take advantage of my wife in a urgent situation, and it was obvious. I declined the work for the Fan Noise. I asked the mechanic if they had performed the radiator flush, to which he responded with, I already pulled the car out of the shop and I don’t have time to do that today. This was on the quote, and requested a day in advance!
When my wife picked the vehicle up, she discovered that the A/C was not functioning as it was prior to drop off.
The next day, I took off work to investigate the problem again. Here were my discoveries.
1. The A/C infact was not coming on, The Compressor clutch was not engaging.
2. The Radiator Fan was not coming on at all, even when the engine heated up past 180 degrees.
3. The Low end A/C fill point was missing its plastic cap.
4. I pulled the fan assembly out (5 min job) removed the motor, and it was clearly fried. The vents on the motor had thick black residue caked around it and the movement was jarred by something that broke off inside
5. I purchased a new fan motor from an autoparts store and replaced it.
6. Started up the car, with no change in symptom.
7. Spent several hours trouble shooting the A/C system, Relay, Fuses, Temp coolant sensor/connector, pressure test etc.
8. Discovered that there was 0 pressure in the A/C system.
9. Bought a can of Refrigerant from auto parts store and filled up the system.
10. The clutch engaged, and all systems were fully functioning.
Synopsis: My inclination and suspension is that not only did this mechanic at Fletchers miss diagnose the symptom and try to cheat us out of money and time. He also sabotaged the A/C system, by letting out the Refrigerant from my wife’s vehicle. I was livid with my findings and if it wasn’t for my mechanical skills, we would have really been taken by this Company. This was not the first time this same shop has caused us issues. I should have known better to direct my wife to them, but the only other shop in town was unable to look at her vehicle before her departure.
This company was recently sued by the state of AZ, for situations like this. Don’t let these crooks work on your car.
Very unhappy ex-customer.

I took my car to Fletcher's Goodyear this week after having heard good reviews from two trusted folks. My car had starter issues, I gave them the ok to fix then got slammed with a $1118 bill.? Soon after he saw my shock to hear the price, the guy who assisted me offered to knock $300 off. I saw this as a major red flag. On the bill were a few items that seemed like unnecessary repairs. I eventually was able to negotiate down to $668. What's more, he said his co-worker had told me the price tag over the phone but if this were the case, I obviously won't have been so surprised to hear it in the store. Turns out I'm not the only one who's had problems with Fletcher's auto, as several online reviews attest. Also, the [redacted] filed suit against the Gilbert Fletcher’s two years ago, see [redacted]

Great team of hard working people. The have worked on all of my rigs for years and strive to give the best price and service. I have sent many friends there and they all have thanked me for the advice. They go over the top helping with all my Cars, work Truck and big motorhome.

These people at Fletcher are the worst ! How are they in business? Look at all the complaints. THEY OFFER ME INTEREST FREE LOAN FOR FOUR TIRES, get there and they have something on computer to have me sign for price and warranty .... I was trying not to throw up in the lobby that smelled like a sewer, they begin taking out 280 every two weeks after ten weeks I stop payment, they had sent me a different amount every week that I owed. Now they put this on my credit! In an amount t I am not sure of.

Fred at the Speedway n Kolb location is very rude and condescending. I will take my business else where vs dealing with him again. Do not go to this location!!! If you like being treated like a child then this is the place for you.

The Store Manager involved in this complaint is working directly with the customer to resolve this issue.
 
Fletcher's Customer Service Dept.

I was never told on the first visit it was coil pack but on the second visit after the truck stopped running on day 3. The gentleman that bought my truck took it in without my knowledge to try to use my warranty. I did not know until after that he brought it in. He's the one that took it apart not me. I understand that they "tried" to fix it but I don't feel they diagnosed it correctly in the first place. Oh well it is what it is. I just know to never go back!

I have been in contact with Mr. [redacted] on 11/172014 in regard to his issue. He has explained to me that the shop that has most recently replaced his engine has stated that there may have...

been something wrong with his radiator that may have caused his overheating issue that led to the engine failure that he had. I have told Mr. [redacted] that if he could return the radiator to Fletcher’s I would have it sent back to the manufacturer to determine if it was a manufactures warranty issue. After speaking with you on 11/20/2014 I called Mr. [redacted] back to find out what was the status of having the radiator returned to one of our locations. He informed me that he was not able to get possession of the radiator due to the repair shop disposing of it. Mr. [redacted] has asked me to speak directly to the repair shop that has performed his work. I have agreed to speak with them however I am not sure that speaking with them will provide any information to help make a determination on Mr. [redacted]’s situation. If you have any other questions in regards to Mr. [redacted]’s complaint please let me know.   Thank you,[redacted]

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 would like things to be more specific as far as compensation.

Regards,

RE: Complaint ID#[redacted] In regard to Ms. [redacted] concerns with her vehicle; Ms. [redacted] originally brought her vehicle into Fletcher’s for an oil change, while performing our standard inspection it was determined that her serpentine belt was worn and it was recommended that it be...

replaced. Ms. [redacted] authorized Fletcher’s to change the belt and we finished the service. Approximately a week later the vehicle was brought back to Fletcher’s and it was stated that the vehicle was stalling and not running properly, the belts were checked over, and the air intake system was briefly looked at. A Fletcher’s technician went for a test drive with the customer and also test drove the vehicle a couple of times by himself. They were not able to get the vehicle to duplicate the stalling issue. Additionally the vehicle was not registering any check engine codes that would assist in determining what the source of the issue was. Due to the fact that we were not able to duplicate the issue and Ms. [redacted] was unable to leave her vehicle for further diagnosis, no invoice or work order was generated for the diagnosis. The Services that have been provided to Ms. [redacted]: an oil change and the replacement of a serpentine belt are not known to cause the type of issues that Ms. [redacted] describes when referring to the vehicle not running properly. This is the first time Fletcher’s has had the opportunity to work on the vehicle and we have no information on the vehicle’s prior service history. There is no dispute that the vehicle may not be running properly, however due to the limited amount of time that we have had to diagnose the vehicle we have not been able to determine the cause of the issue. If Ms. [redacted] is willing to give us enough time to diagnose the vehicle I am sure we can determine the cause of the issue. If it is determined that the cause of the vehicle running improperly is the result of work that has been performed by Fletcher’s then we will certainly take care of the issue. Of course if it is determined that the source of the issue is unrelated to work that has been performed by Fletcher’s, we will explain the issue and offer a course of action to fix the problem. We want to assist Ms. [redacted] but unfortunately at this time I do not know what is causing the issue therefore I am unable to state the full extent of assistance I can provide without having further information. It has been determined that the serpentine belt and the oil change services that were provided to Ms. [redacted] are not the cause of the current issue therefore I will not be able to honor the request of reimbursement for $153.42, but we are willing to further diagnose the vehicle at no charge to resolve this issue if Ms. [redacted] is willing to give Fletcher’s the opportunity to do so. Fletcher’s Customer Service Department

RE: Complaint ID# 10717155

The customer has been contacted by the Customer Service Dept. Arrangements have been made to have his vehicle brought in and serviced (service has been completed). All of the lug nuts have been broken loose and retightened to specification with a torque wrench....

Additionally customer will be receiving an in store credit as a goodwill gesture.

Thank you,

Fletcher’s Customer Service Dept.

I have contacted the customer and am working with him directly to resolve this issue.
 
Fletcher's Customer Service Dept.

We have reviewed the response made by the business in reference to complaint ID [redacted], and find that the monetary resolution amount/$294.55 will be accepted just to be finished with this business!.
 I will wait until for the business to perform this action and a check should be received by us no later than  04/09/2015 at the latest and, if it  is, we will consider this complaint resolved.
  If not performed in a timely manner we will continue with a civil lawsuit. 
 Payment should be by check made out to [redacted] and mailed to [redacted]  [redacted]  [redacted]

Sincerely,