Fletcher's Tire & Auto Service, Inc.

I went to the fletcher's store located on [redacted]. Bell Rd. in phoenix az. 85022. On 8/112/15. I had a rather big screw struck in my right front tire that was still mounted on my car. I told the clerk my problem and went into the waiting area. Soon a Technician came in with the tire saying he could not fix it because the screw was too close to the edge. So I asked for a quote on a new tire. They gave me two prices the first price was the price of the tire $146.00. The second one was the total including mounting and taxes $266.00. The clerk and I briefly talked about the price and I he informed me that they did not carry the tire that I needed in stock and I would have to wait until they can locate one maybe the day or so. I told him that I did not want it done today but i'd come back tomorrow for sure. I wanted to double check that price so I asked him what it was again. He told me that he already deleted it off the computer. So I politely asked him to double check. He very reluctantly with a slight attitude did check but he actually added " I have other things to do". I thanked him and briefly left without further incident. I immediately went to pep boys and got a different prospective estimate of that was still repairable. [redacted] did not have the tire they referred me to discount tire which was right down the street. Discount tire not only said that the tire was repairable but they even showed me that it was repairable by the sample tire that was in the showroom. After I told them about my earlier negative experience with Fletcher's Tire and Auto they did not even charge me. And I'd like to give discount tire an A plus on customer care, value and presentation.

RE: Complaint ID#[redacted] The situation is unfortunate, however Fletcher’s cannot be held responsible for what happens to the vehicle while it is in the customers possesion whether or not the customer has knowledge of those actions. As previously stated, 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 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.

[Fletcher's indicated they would research all of the work done on my car and determine whether a financial settlement is appropriate. I believe Fletcher's should reimburse me at least 3,500. Fletcher's failed to replace small radiator hoses which are inexpensive to save the customer the risk of a potential leak which occured in my truck. ]

Regards,

I have reached out to the customer directly, I am currently reviewing the customers information to determine what can be done to resolve this issue.

[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,[redacted]

The Fletcher’s Customer Service Department was not aware of the customers concerns until I received this complaint. I am willing to assist the customer in any way that I can. I have tried to contact the customer by phone and by e-mail. If the customer will contact me back I will assist with this...

issue immediately. Thank you,Fletcher's Customer Service Department

Our customer service department had already contacted this customer the day after the complaint had been submitted. We are working on replacing the part that the customer had requested but do to the age of the vehicle the part requested is not readily available. If the replacement part can...

not be located the customer will be compensated for the replacement cost of the part. Upon informing the customer of this information they have agreed that this would be a fair alternative.

Thank you,

Fletcher's Customer Service Dept.

In almost 40 years of life, I have never encountered more egregious criminals than at Fletcher's. In July 2014, my boyfriend [redacted] and I had a Volkswagen Passat taken to this location. It had been provided to my boyfriend's cousin to drive, it died and ended up being towed to Fletcher's in Gilbert, AZ. Granted, there were several major repairs that needed to be made, but Fletchers provided assurance they could fix it and quoted a price of $2500. My boyfriend's mother, a senior citizen, is the technical title holder despite having gifted the car to her son (my boyfriend). Nonetheless, Fletcher's would not speak with [redacted] or I even though we were the most knowledgeable about the car. Instead, I strongly believe they took advantage of his senior mother by making promises they could not keep and encouraging her to make a bad investment. The car, even in good working order, would not have been worth more than about $4000, so an investment of $2500 was quite high and very risky unless they knew exactly how to fix the problem and stuck to their estimate. When the work was "completed" the first time, the bill came to $3200, which nobody had been informed of or approved. We were trapped into having to pay it to get the car back. This was February 2015 (SEVEN MONTHS after they had gotten the car). During that time, my boyfriend and I had moved to Tucson, so one weekend in early February, I drove him to Phoenix to get the car. [redacted] made it to just south of the city and it died. Fletcher's left him stranded for FIVE HOURS on the side of a busy highway by repeatedly telling him a tow truck would arrive soon. If someone from this Fletcher's location would have picked him up, it would have been a 30 minute drive for them. That is totally unacceptable to do to a customer who just paid $3200 to have their car "fixed." The car was towed back to Fletcher's to hopefully fix what they had not the first time. In May, after an ADDITIONAL THREE MONTHS, they told us the car was complete but the additional bill was $1400 - to replace something they had done the first time (and we have the invoices to demonstrate that). Keep in mind, the only person the manager Dan would speak to is my boyfriend's mother, whom I believe he felt he could strong arm. So, she paid the bill. Again, Fletcher's ASSURED us the car would work perfectly and said they had even driven it extensively to test. So, we picked up the car and this time it made it as far as our driveway before the engine light came back on. As it stands right now, Fletchers has the car and refuses to fix it by claiming the issue is not in a part of the engine they touched. So currently, there is an non-operational car that we have paid $4600 to have fixed that is not even worth that much in good condition. We would have hoped to get some of that returned by selling it or trading it in, but cannot do that when it still has a major problem. Dan's response to that was essentially, "too bad," and Andy from the Corporate office responded with, "our attorney looked into this and we are not liable." In summary, Fletcher's woefully underestimated their ability to fix the car, gave an estimate they did not adhere to, coerced and strong armed a well meaning older lady, refused multiple phone calls from [redacted] and I to intervene and remedy this situation, left [redacted] stranded for five hours, made two attempts totaling 10 months to "fix" the car, reneged on their promise that the car was totally repaired and the work would be "guaranteed," and cheated us out of $4600 without any attempts to resolve, rectify or negotiate this situation. This is truly, truly the worst operation I have ever seen and these guys should be ashamed of themselves. This was, at best, astounding ineptitude and, at worst (which I believe to be true), predatory manipulation of a customer.

Fletchers on Carefree near Black Mountain, told me I needed a new battery in my 2008 ML 350..

the battery light was on ..

I asked if they have Mercedes mechanics and the service gentlemen ,Ryan said oh yes!!

So they showed me a slip saying main battery was defective so I agreed to change battery..Next day... battery light was on again...

What could be the problem

Well it seems they say now it was the AUX battery that is defective

NOW.. IF they had a Mercedes mechanic as he stated , then why would he not have known that the eatery light that comes on ,,, if it is white .. it is the AUX battery, if it is RED than it is the main battery

So not only did they want another 160 dollars to change out a 50 dollar battery,!!!

this is NOT the first incident of this Fletcher dealership do unnecessary repairs .. telling me I needed to change a fuel filter ... and after they did that ... my truck still indicated it had 35 % life left on the filter..

The manager Ryan is as shifty a character that i've met in the car business!!

I truly wish that some agency can investigate their practices...

Maybe others out there can speak up!!

I for one will try and forward this on to Consumer affairs!!..

Review: In 2013 I bought new tires for 2009 Nissan Maxima from Fletchers, "The tires were always properly rotated. May 2015 I took my Nissan Maxima to Fletchers to have all 4 struts and Strut mounts installed in which the did and never said anything about having any type of wear on my tires. I also took my Nissan Maxima to ABC Nissan in Phoenix to get the oil changed on May 30th in which they also did an inspection of the tires and they did not need replaced or showed abnormal wear. On July 19, 2015 while rotating my tires I excessive wear on the inside of both passenger side tires to the point that they could go flat anytime. I called Fletcher's on Monday and they said if I could drop it off they could look at it first thing in the morning, in which I did drop it off. [redacted] from Fletcher's called me around 10:30 am on 7/21/2015 and said that I need new tires and it is normal wear and my alignment is not the problem, I let [redacted] know that it is not normal wear because the drivers side tires are completely fine and he said that the best he could do is discount new tires by $20 by giving me what was left on the warranty. I let [redacted] know that I did not feel I should have to pay for new tires since there was plenty of tread left the tires and the only reason I have to replace them is because of the alignment being off in which he said there was not anything he could do. Later that day I took my car to one of Fletcher's other locations at [redacted] and asked if they could inspect my tires " I did not tell them that I was having an issue with their other location. [redacted] and [redacted] came out and inspected the drivers side first and checked the tread depth with a gauge and said there was plenty of tread and the tires were good and then preceded to the passengers side and they both said the passenger side and excessive wear from the alignment being off. I let them know that their other store told me that the tire wear is not from that and they were quiet after that. On 7/22/2015 [redacted] called me and said that he spoke to his district manager and the best he could do is $393 for new tires. I told [redacted] that I do not have the money for new tires right now.Desired Settlement: I think it is only fair that Fletcher's replaces my passenger side tires and does a new alignment due to the fact that they have premature wear from their repairs. It is obvious that they sent me away in an unsafe vehicle that not only myself but my family rides in. The tires on my car would have lasted probably another year if it wasn't for the premature wear.

Business

Response:

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

Review: I brouhgt by Acura into Fletchers on 8/31/2012 because my check engine light was on and my car kept overheating. I explained this to [redacted] who is the manger at this branch. They diagnosed my car and later told me that the reason for the check engine light and overheating was due to my radiator. They asked me if I wanted it replaced and I told them fix "EVERYTHING" that the car needed money was no object. No only did they replace the radiator but they performed over $4,000.00 worth of work on my car including tires. 14,000+ miles later my radiator that was just replaced was leaking again and my check engine light was back on and overheating occured. I then take it to another Fletchers location in [redacted] and they then explained to me that the radiator needed to be replaced again. They replaced the radiator on June 3, 2013. Over time with all of the radiator issues from over a year ago my car now needs a new engine from the radiator damage. My head gaskits have now blown. The service was never done properly and it caused more damage to my engine.Desired Settlement: I would like my car repaired at no charge at this point because I have already spent a lot of money to have this same issue taken care and its still not fixed over a year later. I have continuously had issues since Fletcher' s have serviced my car. I spoke with [redacted] and he stated to me that I am to pay them over $2,500.00 for them to replace my entire engine. I do not feel comfortable having this location service my car again because of the inexperience techs who previously worked on my car didnt know how to fix or replace the radiator proeperly so replacing an entire engine would be like rocket science to them. Not to mention that everything that I have previously paid for didnt even matter.

Business

Response:

Ms. [redacted], here is our recent communication with Ms. [redacted]. We are waiting for a response from the customer, you will see there is almost a year and over 15,000 miles from the initial repairs. We followed all the correct steps to insure that at the time of repair the integrity of engine block was solid based on the block test that was performed. Had there been a need we would have presented her with a higher repair estimate. At that time everything passed the required testing.

Many of the items purchased were maintenance items not just items pertaining to the cooling system(radiator, thermostat, hoses, and coolant flush). Other items based either on manufactures scheduled maintenance repairs based on mileage or a needed condition includes a new timing belt, tune up, front or rear brakes, transmission flush, fuel injection flush, brake flush, power steering flush, new installed a new air filter.

As mentioned in Fletcher's email to Ms. [redacted] we are willing to work with her and absorb half the cost to do the repair.

I will let you know if and when she responds, please let me know if there is any other information I can assist you with.

Thank you,

Review: I ordered new tires from the store on Hunt Hwy. on Friday, May 8th. On Wed, May 13th, I still had not heard if they came in because the store was suppose to call when they arrived. They had come in. (why didnt they call me?) He told me to come in & it would take 90 min. max. After 2 1/2 hours of waiting, a tech came out & advised all 4 tire sensors broke & it would cost me an additonal $250 on top of the over $525 had already spent! I told him not to order the parts as I wanted to speak to my son who is a master mechanic at a reputable dealership in the Phoenix area. I asked for the parts & when I showed my son, he was livid! He said you NEVER take off sensors when putting on new tires! And all 4? Not just 1? Something didnt sound right. I So, I relayed what my son said & they said they would replace the sensors. I brought my car in again on Sat. After 2 hours in their possession, they called & said they were missing a nut. 3 sensors would be done but I would have to bring it in for a 3rd time. When I picked up my car, I was told the sensors didnt fit! But I was just told 3 were done! Then they said I might have to bring it to a [redacted] local dealership for them to fix it... at their cost. I asked what they would do to make this right! Nothing was being offered but they finally agreed to a free alignment. I took my car there for convenience. Now I possibly have to find a dealership? With the cost of gas and all this inconvenience I just emailed Corporate so I will be interested if they respond. The manager told me Corporate wont do anything and I let Corporate know that. The store told me they would call me on Monday to let me know what [redacted] is doing, I waited all day for their call and no one contacted me. I called the store right before closing & was told he was waiting to hear from his Area Manager but he said originally he wanted to see what [redacted] said. Sounds very shady. I called the Area Mgr & he said he is letting Chris from Cust. Serv. handle it now. Run-around...Desired Settlement: I would like Fletchers to send me to a [redacted] dealership to have the sensors put in correctly along with a free tire alignment & a free oil change/tire rotation at the dealership at Fletchers expense. I dont think this is too much to ask considering my time & aggravation. I do not trust Fletcher's so I would like the dealership to do it right and be done with Fletcher's. If I had not had a son who is a master mechanic, I probably would have paid $250. Shady practices known as "up selling

Business

Response:

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.

Consumer

Response:

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,

Review: In November 2014-December 2014, Flethcer's on Power RD in Queen Creek installed a new engine for me. As part of the installation, they also replaced radiator. However, they did not replace any of the radiator hoses. I had bought the engine from an outside party. One of the radiator hoses broke which caused the engine to seize up. This voided the warranty. The only help Fletcher's offered was "free labor" if I paid them $3,500 for a rebuilt engine. I turned them down. I found out from another shop that reparied my vehicle that the former radiator was a cheap radiator from Tawain that you can get for around $65. I was charged over $200 by Fletcher's. The actual engine from the other shop cost me $2,150 without labor. So the supposed deal from Fletcher's was not geniune. Additionally, when a shop is putting in a new engine, items like radiator hoses should be replaced.Desired Settlement: I want a full refund for the work Fletcher's charged me plus the cost of the original engine. (1,876.55-Fletcher's) Additional cost - engine $1,300

Business

Response:

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

Business

Response:

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]

Consumer

Response:

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.

[Fletcher's indicated they would research all of the work done on my car and determine whether a financial settlement is appropriate. I believe Fletcher's should reimburse me at least 3,500. Fletcher's failed to replace small radiator hoses which are inexpensive to save the customer the risk of a potential leak which occured in my truck. ]

Regards,

Business

Response:

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

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 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]

Review: Purchased 2 trailer tires with road hazard coverage for the LIFE of the tires down to 4/32" in 2012. Fletcher's will not honor the contract, claiming that there is a 3 year limit on coverage for road hazard. I was never informed or given any documentation that there was a policy change. I was denied coverage for these tires, Fletcher's acknowledged the road damage.Desired Settlement: Fletcher's should honor their original road hazard contract.

Business

Response:

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.

Review: On 10/6/2014 my car began having problems with the spark plugs and ignition coil. I was about 20 miles west of Buckeye, AZ and called [redacted]. Fletcher Tire & Auto was an option to have my Jeep Compass towed to - I said OK. While waiting for the tow truck I called ahead to Fletcher Tire and Auto and spoke with [redacted]. I explained the problem and let him know I was traveling to California for work and needed to be on the road immediately. I asked if when my car arrived they would have the parts and would be able to work on my car immediately… [redacted] said yes, just bring your car here. We arrived at Fletcher around 2:50pm. I went in to check in - the gentleman at the counter said [redacted] had told him about my call. I said great! I asked how long it would take and he said about 2 hours because they wouldn't work on my car right away. I shared that I called ahead and [redacted] said they would be able to get right to work - they guy just kind of looked at me and didn't say anything. About 10 mins later, I finally found someone to take my car key and it happened to be [redacted], who I spoke with on the phone. I reminded him of our conversation and he said oh, yeah. I said I really need this to happen quickly, I know it's not the norm, but you said it was possible - he said he would get working on it. I let him know I was going to go grab a bite to eat and come back. 1 hour later, I returned and my car was in the exact same spot that the tow truck driver left it. When I finally found someone to talk to - the first guy in the office (wearing glasses and flip flops) - he said they hadn't started any work yet (this was 1 1/2 hours after I first arrived) and said it was because they didn't want to move my car because of the bad coil… well what do you know just as he said that, I looked outside and saw someone moving my car into a bay. So I guess they didn't mind moving my car! I thought great, finally! Then I looked out, the hood was up - but no one was near my car. So I went outside and set the timer on my phone. I stood watching no one touch my car for 19 mins. Finally a mechanic drove into the parking lot, got out of his car and began working on my car. 8 mins. later my car was done and ready to go. I was so furious that I had waited nearly 2 hours for an 8 mins of work. I went to the office to pay, waited another 5 mins before [redacted] came in to take my money. I told him I was very frustrated about my experience. Why did he say they would work on my car immediately - TWICE and really had no intent - that's just dishonest and disrespectful and I expected compensation. he looked at me and said - That will be $189… I said really? for 8 mins of work? He said "I didn't charge you tax (manager's discount) what more do you want?" I couldn't believe he was so rude!! I was furious but was aware I had been there over 2 hours and needed to leave. I paid and left. I was looking at my bill and I had been charged $107 for 1 hour of work. Really? 1 hour of work? This is ridiculous! I have never been lied to like I was here and then to be charged for an hour of service. I never was given an estimate for my records, and no apology was ever given. I don't see how they stay in business.Desired Settlement: I expect to be refunded at minimum for the service I did not receive - $92.74

Business

Response:

The Fletcher's Customer Service Department was unaware of Ms. [redacted]'s concerns. I will be reaching out to Ms. [redacted] to try to resolve this issue immediately.

Thank you,

Fletcher's Customer Service Dept.

Review: In 2012 my husband and I went to the location at [redacted]. We took my vehicle there to have an oil change and a tire rotation. Upon picking up the vehicle the tires had not been rotated. We always mark our front drivers side tire and check it when we pick up to ensure that the service was done. Our invoice stated that the tire rotation had been completed however it clearly had not! We approached the manager about this issue and he immediately became defensive and made us feel that we were in the wrong. He had no desire to fix the problem. In good faith we decided to give the company another chance and try out another location. The new location was [redacted]. At this location I had previously purchased $800.00+ for my tires and their warranties and was now back at this location to get an oil change and tire rotation. I ended up purchasing an oil change/tire rotation package for over $120. The first time I used this package I only needed an oil change. Months later my car and my husband's truck needed oil changes and tire rotations so we brought them to the [redacted] for scheduled oil changes/tire rotations. The date of this service was 6/6/13. The invoice stated that the oil changes and tire rotations were done however the tire rotations were not done yet again! At this point we were so frustrated with the company as a whole that we asked for that store manager's name which is [redacted] and proceeded to attempt to contact corporate. [redacted] stated that when we contacted corporate that they would refund our money that we spent on the oil change/ tire rotation package. Upon calling corporate our call was forwarded straight to voicemail. We have left two voicemails and still have not received a call back.Desired Settlement: First we would like a refund for our oil change package. We would like to be contacted by corporate to discuss the issue at hand.

Business

Response:

Good morning customer [redacted] ID#[redacted] has been contacted and offered a full refund for the oil package that she purchased. I apologized for the lack of quality customer service also stated that she could continue to utilize the oil card even after the full refund in an effort to regain their confidence. I am waiting for her response. Thanks,[redacted]

Horrible! I had an 10am appointment on Jan 23, 2014 for oil change and wheel alignments. I waited 2.5 frigging hours and they did NOT do the alignment because they forget! One of the most time-wasting I've ever had for a oil change. The mechanics did not do crap. They spent most of the time chatting and killing time, doing almost nothing. I am not going to that location ever again. They can go to [redacted].

Review: I was quoted $1423 to replace the fuel pump, fuel filter and clean the fuel lines on my 2004 Ford Expedition. When I called back after discussing the price with my husband and dad (who works at a Ford dealership and who both agreed was a ridiculous price) I asked how much it would be to just replace the fuel pump, nothing else, and I was told by the salesman, [redacted], that the price was $1423. I repeated three times that I wanted to know the price of just replacing the fuel pump and three times he said $1423. When I told the salesman that I was going to compare this price to the price at the Ford dealership my dad works at, I was then given a completely different amount which came out to $1100 for just the fuel pump. After comparing prices on legitimate sites the fair price comparison to replace a fuel pump, with parts and labor, was anywhere between $508 and $788. I have been taking my car into Fletchers Auto since 2006 and have never had an issue like this where I have been taken advantage of as a woman and quoted a price almost double what any other auto shop would charge. I paid this company a $96.80 diagnostic fee to be taken advantage of and will now have to pay this fee again when I take it to a reputable auto parts store. When I looked at the break down of what they were charging me for, they were charging for the actual fuel pump and the fuel pump module and when speaking with the Ford dealerships mechanic, Jose, he stated that if they are charging you for both the pump and module then they don't actually know what's truly failing on the car and are trying to eliminate everything by charging you for everything hoping that it fixes the problem. Also stating that it's almost astronomical to have both the pump and the module fail at the same time. They tried to scam me and I do not want it to be done to any one else.Desired Settlement: The $96.80 diagnostic fee refunded so I can pay that elsewhere to find out the true problem by reputable mechanics.