Fletcher's Tire & Auto Service, Inc.

Was charged $165 each for 2 parts that be bought online for $50 each. WAY TOO MUCH markup.

I had one of the worst experiences at Fletcher's tire and auto than I have had at any business. I bought a [redacted] for Fletcher's expecting a good deal and quick service what I got was the opposite. I made an appointment for two vehicles at noon to have their oil changed and a tire rotation. We arrived at 11:50 am to have them both changed. I was informed upon arrival there was one person that was doing oil changes, which told me it would be about an hour for both. Upon finishing it was now 2 hours later and I never got the tire rotation on either vehicle. While waiting the manager ([redacted]) that should not be a manager, told me and another customer to not use [redacted] and just go straight there since there oil change is only $14.95 and [redacted] was $17 which is not what you want to hear as a paying customer. I had gone to check out and pay for the $3.50 EPA fee per oil change that is listed in the fine print on the [redacted], this charge I was expecting. The manager also told me there was a shop fee for each vehicle plus the taxes. I asked him about it the shop fee since I was unaware of this charge and was not informed prior to the oil change. He then told me it was in the fine print of the [redacted], I searched the [redacted] and showed him that the only charge was a $3.50 epa charge. The manager then replied, "that isn't our ad its [redacted]s so it's not on there". He then tried to pull up his ad online and found that they also don't show any shop fee and replied, "the print is too small to read" so I pulled it up on my iPhone to zoom in and show him, he responded, "every shop has a shop fee". I was very unsatisfied with his response, and I paid the fee and left. I had wrote a complaint to Fletcher's corporate office and was never returned a response after a week. Well once I got back into my car to drive I noticed that under my car was a large pool of oil. I then wrote Fletcher's again asking for a response to my previous email as well as that my car is now leaking. Still I had no response to my emails that they have any concern for their customers.

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.

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.

Review: I have been a customer of Fletcher's for over 5 years. On 2/28/2013, I had the fletcher's on Union Hills & 35th Ave perform an oil change on my 1997 Cheverolet 1500 pickup truck. This truck is not driven much. At the time of the oil change, the vehicle was at 266,698 miles. Today, I left my house and the vehicle's mileage read 267,300. About 2 miles down the road I realized I had no oil pressure. I pulled over, checked my oil and it was not even registering on the dip stick. I had the vehicle towed to my house and took a cab home with my 2 kids. After further inspection I determined that the oil was leaking from the oil filter. The seal on the oil filter had failed, either due to manufacturer's defect or improper installation.

I walked to the nearest auto parts store, got a new oil filter and oil and installed this myself. I then went down to fletcher's with the old oil filter to show them what happened. You could clearly see that there was a dip in the filter's seal where the oil was leaking out. I also wanted to get the oil changed out because I had put in a cheap oil just to see if it held. They tried to charge me for this service when it was the failure of their work that caused it in the first place. The manager there, not certain of his name but he is a gentleman in his early 50's with gray hair, acted as if he was doing me a favor by fitting my car in that day.

The failure of the oil filter that was installed by Fletcher's Auto caused me to expend $72.00 on a tow truck, $36.00 on a cab, and $32.00 on oil and a new filter. This failure could have (and possibly did) cause damage to the engine in this vehicle. It is very disturbing to me that a business with whom I have done a very steady business with over the past 5 years would not stand behind their work. The attitude of the manager was this "I understand that it is inconvenient when your vehicle breaks down, but it wasn't our fault."Desired Settlement: I would like Fletcher's to apologize for the inconvenience that their shoddy work caused me and my family. I would appreciate a reimbursement for the funds expended when the oil filter failed (all receipts have been kept and are available upon request), and I would like Fletcher's to inspect my vehicle to insure that the loss of oil pressure sustained when the oil filter failed did not cause any additional damage.

Business

Response:

[redacted],

Good morning thank you for the reminder regarding Ms. [redacted].

I will send her a check for the amount requested along with a written apology. The check will go out next week.

Thank you,

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,

I had taken my 1984 Porsche to this shop twice. The first time was to replace the shocks and struts on all 4 tires. Come to find out when I had picked up my car, they had taken one of the hood struts. I confronted them about this the next day, and eventually got this resolved and they replaced the part. So I decided to give them a second chance. The second time I went, I had them check my oil pressure and give me a quote. I found the part myself and went to replace it only to find they could not line up the skid plate on the bottom and ended up hitting it with a hammer to hold it in place and put a 5 inch crack down the side of the plate. I wrote a letter to their corporate office and they told me they are unable to do anything because of the age of the vehicle and they would not be able to replace the $140 part they had cracked because of liablity issues. Recently, my fiancee took her 1992 F-150 to get an overheating issue diagnosed. Not only did they mis-diagnose the issue and try to overcharge her for a simple gasket leak, they also left marks down both sides of the vehicle that resembled a pen exploding. Terrible business, would never recommend to anyone.

Review: I went to get a basic oil change and nothing was wrong, then the shop called me saying my serpentine belt was cracked and two very minor things. So of course because the serpentine belt is very important, I had them fix it. The following day my car stalled out more than 5 times, has had problems accelerating and sometimes wouldn't accelerate at all. Took it back in, had them check the tension on the serpentine belt, see if the oil was over filled or something but no, according to [redacted], the mechanic who so kindly messed up my car, said there's nothing wrong with it. After over an hour of telling them my car was fine PRIOR to taking it into their shop they tried to make me feel stupid and basically called me a liar because it wasn't stalling for [redacted] when he drove it or when I drove it with [redacted]. The stalling is intermittent but does happen everyday now. They said bring it in as soon as it stalls but what's that going to do? Nothing. I can't drop everything and say oh my car is stalling I have to go back to fletchers to prove to them my car isn't running right. I know my car had no issues prior to taking it into this shop. After I told them I will not be back there because of how they tried to belittle me, the woman at the desk gave me a very sarcastic "I am sorry you feel that way..." And the mechanic [redacted] just went to the back and was laughing with another mechanic. Their customer service is terrible, they are absolutely RUDE and handled the situation terribly. I left with my car still acting up and unhappy.Desired Settlement: I want a full refund because my car had no problems before I took it into this shop and now I have to find a mechanic that will fix the problems I now have with it. The customer service was awful, I didn't pay money to be treated the way I was, I will be more than happy to take my business elsewhere.

Business

Response:

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

Review: Fletcher' Tire & Auto

Date: 12/6/13

Re: Oil change at a discounted rate of $25 offered at [redacted]

(appointment @ 9 am; service started @ 9:35 am; service done @ approx. 10:10 am

When I got home, I thought of checking under the hood of my vehicle. I noticed some of the plastic clips for the engine cover were missing. I called [redacted] (manager) over the phone to notify him that some of the pins were missing. He told me he would ask the mechanic, [redacted]. He then told me that his mechanic had said that there were no clips that was left in the shop. He asked if I would like to drop by so he can take a look at the vehicle. When I went back to the shop (approx.9 miles from my house), the first person that came out was the asst. manager [redacted]. I opened up the hood of the vehicle & had shown him the parts (plastic clips) that were missing. [redacted] made some investigation saying that he would know if the clips were missing for a while because of the dust covering around the ports (which

was very obvious that the clips were just recently missing). I also noticed that one of the plastic clips (bolts) was mistakenly inserted in one of the ports used for the clip. I also pointed this out to [redacted]. A few minutes later, [redacted] (manager) came out together with 2 mechanics, [redacted] (the name was just provided to me when I asked [redacted]) & [redacted] (written in his name patch on his uniform). As I was giving out my concerns to [redacted], he then told me over & over, "Give me one good reason why I

should believe you & I will replace those pins?". I was in shock with the way the manager handled this situation. I expect from a manager to respect the customers concerns & do a more diligent investigation (and not just basing it on his employee's remarks). I continued explaining to [redacted] to let him know that those clips were there before I came to the shop. Then finally [redacted] had agreed to replace the clips. He also wrote the vehicle's vin number and took my address so he can just mail it me. As he was writing down the information, [redacted] (the other mechanic) continued to harass me. This mechanic was very aggressive in the way he communicated with me. When I asked him what was his role there, he yelled at me saying, "I'm the guy who's telling you not to come back here anymore." I told him if he doesn't stop yelling & attacking me I'm going to call the police. He yelled, "Good! Call the cops! I don't even give a [redacted] if they were here!". Suprisingly the manager had also allowed this kind of behavior from his employee. As a customer, my experience in this location was really traumatic! I had three personels whom I have to deal with (I think this would have been the manager's role & he would have been enough). I came back to the shop as I was instructed to do so by the manager over the phone to bring up my concerns..... and I get aggressively harassed & attacked by one of the mechanics (I'm not sure if he also worked on my vehicle. All I know is that [redacted] was the mechanic).

Another issue that I found out later on when I re-read the [redacted] ad is that some of the services that was included with the offer wasn't delivered: Balance & tire rotation wasn't done. Air filter wasn't replaced. Nor a throttle-body cleaning was ever done. I called [redacted] around 3 pm today to ask why these services weren't done to my vehicle. His remarks was that the print out that I gave him didn't clarify those services to be included unlike some of the print outs he's gotten from other customers. I think that there is only one offer found in [redacted] at this price ($25) which every Fletcher location should be aware of this promotion. The manager offered for me to bring the vehicle back to deliver the services but I refused to go since I wouldn't trust to have my vehicle serviced at that location. I had asked for a refund instead. He said he would send me a refund check in the amount of $25 & also stated that he had ordered the clips and should be received via priority mail.

I feel that this is truly an unethical business practice that needs to be corrected.Desired Settlement: Provide good & honest customer service; Better management.

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] 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.

Review: Not sure billing is correct heading. Could be advertising issue, or fraud issue as far as I can tell.I purchased a coupon through groupon. It included oil chg1/2 synthetic 1/2 reg oil and tire rotation for 17.00. Because I have been deceived by other auto repair companies I marked 2 tires with tape and the front passenger side tire was very low. They told me it was done, oil chg and tire rotation and I was ready to leave. After leaving parking lot I remembered I marked the tires. I stopped and checked the tires and they were exactly like they were BEFORE I took the car to them. tape the same tires and place and front pass tire very low. I went back and told Jesus who I was dealing with for service about me marking tires. He looked shocked and said can I make it right. I told him no I don't trust him or employees wkg on the car. He never denied not rotating tires. So I asked did you even do an oil change? If you did now how do I know you used synthetic oil. He never said yes we did rotate tires, or yes we did use synthetic oil. The coupon I used was for 1/2 synthetic 1/2 reg. oil. Before they started working on it I asked how much for all synthetic he quoted me 20.00, I said ok use all synthetic. when it was time to pay he charged me 30.00, so thats what I paid. I asked for a corporate number I could call to let them know I was ripped off and lied to. He gave me a number to complaint dept and name. I called wanting to talk to the owner. Jerry Fletcher I believe his name is. I got someone who said to call store manager. Great the guy managing these people who totally screwed up.I wonder if this is common practice. How many people double check the work. Especially female people. Or if it is plain laziness, ineptitude, or intentional.

Product_Or_Service: Full syntheic oil change & tire rotation.

Order_Number: Groupon # [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want a refund so I can take it to another company to actually DO the maintenance needed correctly. I want compensation for my time, gas and emotional stress and anger it put me in. Not to mention the hour an1/2 calling to correct situation and doing this with Revdex.com.

Business

Response:

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.

Review: On January 23rd, 2015 I purchased almost brand new tires from Fletchers/Tire Liquidators in Prescott Valley. At the time I was looking for brand new tires and the Manager of the store stated he almost brand new set of Hercules 275/70/18 tires that another customer took off and wanted more aggressive tire. I inspected the tires and compared them to new tires and they were in very good shape. The manager stated he would sell the tires to me for $400 including the road hazard warranty. I took the deal and had them installed on my Toyota Tundra. I have only since that time put 5000 miles on the tires and had a tire failure. I went to the store on December 1st with my blown tire and in need of a replacement. I was informed by lady at the front counter that I did not have proper invoice and no warranty was placed on the tire at the time of purchase. I was informed that the employee salesman [redacted] was fired in the past few weeks. After talking with the salesman she informed me that he had taken the company for a lot of money. I did have the original receipt and did question the original invoice at the time of the purchase because it did not say warranty. The manager at the time wrote it on my invoice and stated it was on the system. I paid cash for this transaction. The salesman stated she would have to talk with her manager and I left the first time. I asked to be called by the manager who I was given a name of Shawn. I have not received a call and told by salesman [redacted] that she was told not to replace the tire. I was put in contact with Allen Morley from corporate who has been looking into my transaction and building a case against the subject who was fired. He stated that they would not do anything on my tire and I do not have history with them as a past customer. I feel that as customer that this is a vague answer and that they would not even prorate the tire for replacement. I feel for that actions of a bad manager the company is jeapardizing futurDesired Settlement: I would like to have a new tire on my truck that my contract that I believed was legitimate when I purchased the tires. I have several other vehicles that are in need of tires and would like to give Fletchers/Tire liquidators my business in the future. If you cannot meet my expectations then I will be using another tire company.

Business

Response:

I have reached out to the customer and resolved this issue with the customer directly.Fletcher's Customer Service Dept.

Consumer

Response:

[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 consider this complaint resolved.

Regards,

Review: I purchased a Fletchers gift certificate for $100 for my daughter. On 05/20/15 she went to get an oil change. It was avfull synthetic oil change and she has a coupon for $49.99. When she presented the $100 gift card, the technician told her she couldn't use it for the oil change UNLESS she will be charged full price for the oil change that was $59.99. Isn't a gift card same as cash?! They NEVER mentioned you can't use gift a gift card with coupons when I bought it; otherwise I wouldn't of wasted my money and bought it! Now she doesn't have enough for 2 oil changes for the year that she needs and has to pay more out of pocket. We are most dissatisfied!Desired Settlement: We would like this to be changed. For myself or other customers. It's not fair that money is used to buy these gift cards and you can't use a coupon with it. Why buy the gift card?

Business

Response:

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.

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.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.

Business

Response:

RE: Complaint ID #[redacted] As requested I have contacted [redacted] and apologized for any miscommunication that may have taken place at the time of original purchase of the gift card in question. I have offered a $10 in store credit as requested and it should be available on [redacted]’s Fletcher’s Rewards account by Monday. This was not a matter that needed to involve the Revdex.com, if I had been made aware of the situation it could have been resolved at a lower level. Thank you,Fletcher’s Customer Service Dept.

Review: On or around 09/13 I was given a coupon for an oil change at this location. I went in and had the service completed. Immediately afterwards my car began to slowly leak. There were no prior issues with leaking. I took my vehicle back for the next oil change and told them that it had been leaking. They then brought my car into their service garage (on or around February 14). The employees promptly came back to me and appeared to be in a panic state and inquired who completed the last oil change. I informed them that they had and it was information they were able to review in their service records. I was then told that I may have a faulty oil filter and that if the leak was still present to bring it back in. After this oil change and new oil filter, it again was leaking. I then took it to [redacted] for an oil change. They would not complete the oil change. They said there was a significant leak and to take it back to whomever completed the last oil change. I then proceeded back to Fletchers on or around July 30th. I again told them I had the oil leak. They agreed to change the oil and replace the filter. I was told to come back in the following week (the week of August 6th) to see if they could determine where the leak was coming from. I returned at their request on August 8th. I was told at that time there was a leak in the oil cooler and that it would need to be replaced along with the center bolt. They quoted me a price of over $565. I told them again that my car had no leaks prior to their orginial oil change, that it had continued to leak afterwards and I had brought it in several times to be addressed. They refused to fix the leak at their expense but rather told me I had to pay for the repairs. This car is only four years old. It has no mechanical problems nor has it had any leaks of any kind prior to their service. They refused for months to address the issue but rather gave me the run around. I came here for service expecting to be treated with respect and honesty when instead I've been taken advantage of. They refuse to repair what I believe was damaged during what should have been a routine service.Desired Settlement: Repair issue at their expense

Business

Response:

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

Consumer

Response:

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,

Review: Repairs to my vehicle were not completed satisfactorily and the invoice provided was vague and confusing. At the time of delivery, I was charged items that were not explained and were not authorized. After leaving the shop I discovered that the authorized repair of my airbag system was not completed and that authorized strut installation still squeaks. A review of the invoice (#[redacted]) showed charges that were not completed or authorized. I was charged with a carbon flush that was not performed, I was charge twice for 24/24 parts and labor warranty that was not authorized and I dispute. I was not told that I would be charged for shop supplies of $32.00. A charge of $19.95 was added for towing/road side assistance that was not authorized, and a charge of other of $91.95.

The invoice is confusing and I discussed my concerns with [redacted] on the following Monday morning (July 22, 2013). His response was he could provide another invoice with different details for the same price and that the charges reflect what all other shops charge. He could not provide an answer as to the charge of other of $91.95. When I told him the carbon flush had not been completed he stated that it had been done.

I fully investigated all the repairs before I addressed my concerns with [redacted]. I am a certified auto instructor at a local school and due to physical limitations rely on other professionals to do the work on my personal vehicles. My additional concerns about the work performed include the replacement of the struts. It appears that the certified [redacted] mechanic did not inspect the housing and just installed the struts without examining the system.

Over the last 7 years, I have trusted Fletcher's to do a number of maintenance jobs and repairs and have bought tires from the Gilbert location. Because I have history with [redacted], I believed that he could be trusted and did not expect to be charged on multiple items that were unauthorized and could not be explained.

Finally, I would like to address the strange behavior of the office manager who stated in front of other customers that he inserted the charge of $19.95 onto the invoice because "Corporate" was pushing the service and that he just reduced our bill in another area so that he could roll that onto the invoice. He stated that he lies to Corporate all the time about the sale of roadside assistance.Desired Settlement: To resolve this complaint I request the following:

the carbon flush completed,

the airbag repair completed,

the struts repaired correctly.

Repairs to be done at a Fletcher's location other than the Burk location. I do not wish to do business at that location again.

I am requesting a refund of:

the warranty charges (two charges of $20.00 each ),

the "other" charge of $91.95,

the roadside assistance charge of $19.95,

and the shop supplies of $32.00.

Total refund requested $183.90.

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: On August 1, 2015, I had the unfortunate displeasure of dealing with retail Bell Rd location at [redacted] I took my vehicle in to use a Groupon for an oil change and transmission tune-up service. After leaving my car there all day, I was notified it was ready to be picked up right before closing. Luckily, I was close by and was able to get there in time. I got there as the store was closing and picked up my vehicle. As I was driving away, I realized that my car was not running properly. The car was not shifting as it should indicating possible issues with the transmission. I immediately called the store but they had closed for the day. I then followed up the following morning and was advised I had to bring the car in to be looked at. Against my better judgment, I complied. I was then advised that Fletchers had done nothing wrong and that my transmission & radiator were bad and both needed to be replaced and gave me a quote of close to $2900.00 to complete these services. This came as a surprise to me as I had recently replaced the radiator and never had issues with the transmission. I had a full auto check done a few months prior and was not told there was an issue with my transmission or radiator nor was I told that when Fletchers performed services on the vehicle the day prior. I refused to have these services done at Fletchers and took the vehicle to another auto repair shop to have it looked at. Imagine my surprise when they called and confirmed the transmission and radiator needed to be repaired BUT the reasons why made me IRATE!! The manager at Top Line Automotive advised me that there was NEW brake fluid in my transmission. He advised this was causing the transmission to not shift and overheat, which in turn busted the radiator. In the end I ended up paying Top Line Automotive to make the repairs.Desired Settlement: I would like reimbursement for the $2900 I spent to have my transmission & radiator replaced due to the negligence of Fletcher's

Review: 6/21/13 - I took my car to Fletcher's in [redacted] for a simple brake repair. They gave me an estimate to have my rear drums replaced. I did not think I needed drums but the technician insisted.

6/26/13: I took my car to another repair shop who provided me with the manufacturer specifications for rear drums. My drums were in tolerance and did not need to be replaced.

7/5/13: I mailed a letter to Fletcher's HQ in Phoenix explaining my concerns. I also believed that the employee damaged my brakes.

7/11/13: I received a letter from [redacted] VP of Fletcher's. He said the employee could not have damaged my brakes and that if I could prove my drums did not need to be replaced, he would send me a check for $75.

7/30/13: I attempted to call Mr. [redacted] but could not reach him. I also left messages. I mailed him a letter on 7/30 with the specifications provided to me by the other repair shop. I said that would could agree to disagree about his employee damaging my brakes during the initial inspection and that I would appreciate the offer for $75. I have not heard from Mr. [redacted] despite an email, phone calls, and my letters.Desired Settlement: While I originally asked Mr. [redacted] for the more than $200 in repairs that were necessary due to his technician's poor service the first time, I agreed to settle with him for the $75 that he offered. I would like a check for $75.

Business

Response:

My response to Mr. [redacted] was to have him meet with [redacted] the area district manager who supervises the location of concern. Mr. [redacted] would meet and inspect and also explain exactly the initial inspection that took place. The location was blamed for damaging the rear brake springs which we did not touch. We made a visual inspection and presented the findings.

I agreed that if Mr. [redacted] would meet with Mr. [redacted] and allow Mr. [redacted] to thoroughly explain the process that took place then Fletcher’s would give him $75.00 to resolve his issues. Mr. [redacted] agreed to meet and then decided not to meet.

Mr. [redacted] was not charged for the initial inspection, I will send him his request for $75.00 to close this concern with the Revdex.com even though Mr. [redacted] did not fulfill his commitment to meet so we could better explain our position.

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. However, Mr. [redacted] is incorrect in saying I did not uphold my end of the bargain. I attempted to contact Mr. [redacted] once via phone, once via a letter, and once via an email. All contacts were ignored.

If Mr. [redacted] upholds his company's end of the bargain and completes his original deal of sending me $75 to make up for the inaccurate information and attempt to charge me for unnecessary repairs, I will consider this matter resolved. I will update this response upon receipt of the funds.

Regards,

Review: On 03/16/2015 we purchased 5 tires, a new battery, and and an oil change for an almost new vehicle (appx 20,000 miles on the vehicle, and this was the 1st time tires had been purchased for it since it was new) on the same day we purchased the vehicle which had been thoroughly inspected. There was no damage on any of the wheels (which the seller can verify) until employees at the [redacted] location worked on the vehicle. They left the rim of the front drivers side wheel with a deep gouge in it right next to the weight they used for balancing.

They did not report any existing damage to the store or customer because it did not exist. *THIS IS THE MAIN ISSUE!

They also attempted to install an off brand battery in lieu ot the 36 month AC Delco we purchased and then ordered one the same day for a 30 min delivery (turned into an hour) only to receive an 18 mo battery which they installed and asked us to return the next day to change it for the one we purchased.

The wheel damage was not discovered until we got home.

My husband took the vehicle back to the store on Tue 03/17/2015 for not only the battery, but to have the store take liability for the damaged wheel.

1st contact/Roy said no problem they would order a new wheel from [redacted] ...and he would call back in the afternoon to give us an update on a time-line ...

No call came ...My husband called and Roy advised it was taken out of his hands. Store Mgr/Chris said "I'm" not going to pay $400. for a new wheel for a used vehicle, I dont care how many miles (he meant how few miles) are on it. He advised he would find a salvaged wheel to match and call later.

Later turned into an advisal that he had one coming from TX from a vehicle involved in a rollover which gave us no confidence in the integrity of the core of the wheel ... (how can anyone know the extent of damage to the wheel of a vehicle involved in a rollover?)

He was still adamant he would not purchase a new wheel. Chris told my husband the wheel would arrive on Friday 03/20/2015 and he would call when it came in. My husband agreed to check the wheel on that date to see if it was acceptable or not. But, no call came.

Long, Long story short///I spoke with Kirk District Manager on Friday after we learned Chris was on vacation and never had any intent to call. Nor did he leave word about the supposed delivery with anyone else at the store. Kirk then assured us Roy would take care of us and would have him check on the delivery. Roy called to say, the wheel "is on I17 right now" enroute from [redacted] to the parts store in Phoenix where a courier would pick it up for delivery to the [redacted] store on Sat 03/21/2015 and he would call as soon as it arrived and have us come in. No call came ... I wanted to be fore-armed in case the wheel was damaged or not a match for our vehicle (or invisible) when we checked it out on Sat ... so I told Kirk if that was the case I wanted reimbursement for the wheel we would purchase from [redacted] dealership in [redacted] He said, I don't have a problem with that, but let us buy the wheel because we get a better price.

We went to the store on Sat and spoke to Roy. He did offer an apology and he was the ONLY ONE to do so. He told us he was going to call Kirk at 4 pm. We asked that he tell Kirk we wanted a check for the amount of their cost on the wheel and we would take care of replacing it ourselves. Roy said he would call us right after he spoke with Kirk at 4 pm. My husband asked him to refund the road hazard policy because we would never patronize their store again. Roy refunded that $48.00 on the road hazard policy. Roy did not call ... so, I called him at 4:30 p.m. He said, Kirk was ready to go to bat for you all the way until I told him that your husband said, he would never return to the store. (OUR GOOD COMMON SENSE DOES NOT RELEASE THEIR LIABILITY FOR THE DAMAGE THEY DID TO OUR VEHICLE)

Roy said, let it take its course. I asked, "What does that mean?" Well, things are in motion ... just let it go and try to have a good weekend. REALLY?!!!

He said, I promise I will call you Mon 03/23/2015 to assure you I haven't forgotten you, and I will be making some calls.

I told Roy to tell Kirk that this matter needed resolution on Monday at the latest and that we wanted a check made out to us in the amount it would have cost them to purchase our new [redacted] wheel (which we now know by advisal of the [redacted] parts employee would only be $70.00 less than we paid for it)

Roy left us a message on our answering machine (2 messages on our machine now which will be useful in court) at appx 7:55 a.m. that Kirk was going to be in a meeting all day and he would be making phone calls to find out where the wheel was. He also said he would call no later than 4 pm. No call ever came.

My husband went to the [redacted] dealer in [redacted] yesterday Monday 03/24/2015. He ordered and paid for our wheel right at $390.00 and he is there again now 03/25/2015 and will have to pay an additional fee appx $15.00 for installation. Total cost should come in at around $405.00 which is what we demand from [redacted] aka Fletchers Tires now. It will be much more than that if we go to court. We have plenty of documentation about our vehicle, lies told to us, and our wasted time and mental anguish. We should not have to settle for anything less now. They were given the opportunity to pay us their cost, now they need to pay OUR COST, which again will be more than $405.00 in court.Desired Settlement: Payment in the amount of $405.00 within 10 business days

Business

Response:

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

Consumer

Response:

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]

Sincerely,

Review: On March 03, 13 I took my Nissan Altima into Fletchers because my car was making a strange sound and when I checked my oil it was low and I was not due for another oil change. I explained the problems regarding my car and they looked over my vehicle and stated that my oil pan needed to be replaced. They also changed my oil, replaced my oil filter and had my transmission flushed, I paid $339.96. On 04/03/13 I took my car into Fletchers again having the same problems, they did an intake cleaning and stated the problem was fixed. On 04/20/13 I again took my car back to Fletchers still complaining the problem was not corrected and I was having to constantly add oil to my vehicle. They changed my PCV valve, PCV hose, valve cover gasket, and R&R valve cover gasket. I paid additional money this time of $160.42. After this trip and my vehicle still having the same issues I called Fletcher's Corporate office and spoke with [redacted]. I took my car again on 05/18/13 they replaced the PCV valve again and changed my oil. Before I left the location I informed them my oil was black and they did not change my oil. I am currently still having the same problem with my car, at this point I am requesting a refund, have services done elsewhere, I do not feel confident they can fixed my vehicle, they have had many attempts and I feel this business has done a terrible job at being honest with the repairs they have completed on my vehicle.Desired Settlement: I would like my two payments of $339.96 and $160.42 returned to me so I can use the money that I paid to them to fix my oil problem that they have not repaired and use it to a business that can.

Business

Response:

Ms. [redacted],

Good afternoon, thank you for sending the letter regarding [redacted] ID#[redacted].

I have investigated the concern Fletcher’s will be sending Ms. [redacted] a refund for $500.38. I will have the check sent to [redacted] N. [redacted] Way, Flagstaff AZ 86004.

Thank you for your assistance.

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.

Hello my name is [redacted], complaint # [redacted] and my complaint was closed but I have not received my refund from the business and I looked online and my apartment # never made it in on the address, not sure if that was my error and computers because I had to retype it a few times because it kept saying error when I tried to submit my claim. My apartment # [redacted], rest of address is fine just no apartment #, I did verify with [redacted] from Fletcher's so he was aware of the apartment number. I did call today and spoke with [redacted] and informed him that I'm yet to receive the refund check. He said he would get back to me and never did. I do not know what to do at this point ,

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

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