Fletcher's Tire & Auto Service, Inc.

Review: daniel the kid at fletchers; [redacted] gave me a nasty attitude. he wouldn't answer my questions. 2. he called me "dude." 3. he kept asking me sarcastic feminine questions in response to my questions. I called manager. rustin s[redacted] came over. rustin s[redacted] continued talking over me and interrupting me multiple times; and then refused to change my oil after scheduling an appointment......they punched the card for my free oil change and didnt give me the oil change which was now stolen from me. rustin s[redacted] became defensive and said I said that his employees stole something out my engine. after explaining to his brain dead self I meant employees at fletchers not at his location; he refused the oil change. you now owe me for oil change, stress, time and gas money as well as multiple apologies just to start with.Desired Settlement: refund money value of oil change. pay for gas, time and stress +200 more dollars. suspend rustin and daniel for 4 weeks no pay.

Business

Response:

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 The customer stated that he goes by both names and that the phone number we have listed for him is outdated.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

Review: All I asked for was a front end alignment. They told me the price over the phone and tried to add on several other things. I told them that all I wanted was the front end alignment. So when I sent my wife to pick up the car they added on two warranties for $44.95. When I called and complained they said to come down and they would remove it. So I went down and the front desk guy kept telling me how important it is to have a warranty on my alignment. When I asked him to just remove it, he said he would talk to the manager. The manager said they would mail me a check in two weeks. That was several months ago. When I disputed it with Visa they said they did the work and should get paid. I paid for the alignment, I just don't want their warranty. In the past they haven't honored their warranty the way I would have liked and said I don't want anymore of their warranties.Desired Settlement: Refund the $44.95 charged on 7-19-13

Business

Response:

Customer; [redacted]Complaint # [redacted]Request; $44.95 refund Ms. [redacted] good afternoon I received your letter regarding Mr. [redacted] concern. I will take care of the refund and will send it to the address listed. [redacted] Thank you,[redacted]

I went to Fletchers located at [redacted], to get an oil leak repaired on my Mercedes Benz C240. The repair made was to replace the oil filler neck, rear valve cover gaskets and rear oil pan gasket. The mechanic told me that the car is going to be burning off the oil and there will be white smoke burning off. I left Fletchers and drove 2 miles down the road. There was white smoke spewing from the hood and flames started to come out the top. My Mercedes front end burned down due to their faulty mechanic work. My car is totalled due to their faulty work. I have asked for a refund. I have talked to the Manager of that location and the representative from Fletchers who handles customer complaints and both have denied to refund my money. I trusted this company to repair my car and instead, they faulty workmanship burned my car. They refused to refund my money. I havent received a phone call of apology from Fletchers. My car is totalled due to their negligence.

Review: When I had previously written and complained about my situation , they called me immediately and offered to fix my truck at no cost. They had my truck for 2 full weeks, and finally called to say it was fixed. It then broke down AGAIN the next day. I called to let them know that day, and they never returned my call. I originally financed thru their finance company the original $600 knowing that I would be able to pay the amount due off within the 90 day same as cash offer. After my truck breaking down for the 2nd time after leaving their shop, I ended up having to sell my truck for a measly $1000 (not running) to get into another car immediately.

This of course made it impossible to pay the loan off in 90 days due to a down payment AND car payment so it was then I found out they (the finance company) wanted to charge me $800 in interest ALONE on a $600 repair, that didnt even repair my truck!

I have written to Fletchers two times and have sent emails through their contact page online, and I have heard nothing from them!

I feel I should get my $200 back that Ive paid toward the original repair AND they should return [redacted] money so that I am not responsible for that loan.

How can anyone deal with a finance company that charges 189% interest? and then do a shoddy job at the repair putting the customer in even MORE of a financial bind? Im super upset and disappointed with my experience, and I just want them to make this right! What car repair shop is unable to fix a truck after having it for a total of 17 days?Desired Settlement: I just want the remainder of my loan given back to finance company and my $220 returned that I originally paid.

Business

Response:

RE: Complaint ID#[redacted] In regard to the complaint filed by Ms. [redacted] The vehicle in question was originally brought to Fletcher’s on 10/05/2015 at 159,108 miles, the customer stated that the vehicle was running rough and requested to have the vehicle inspected. This was the first time Fletcher’s had serviced the vehicle and have no prior knowledge of the vehicles service history. Upon performing a diagnosis it was determined that cylinder number three had a misfire and that the spark plug needed replaced due to a heater hose leaking coolant into the spark plug tube, causing it not to operate properly. Fletcher’s recommended replacing the spark plug and the heater hose as well as a coolant flush to prevent further issues with these components. The customer approved the work and utilized a financing option that we offer through Easy Pay Financing to pay for the service. The repairs made cleared the check engine light and the vehicle was running properly. On 10/17/2015 at 159,475 miles the vehicle was returned to Fletcher’s due to the check engine light coming back on. Upon inspecting the vehicle it was determined that the ignition coil pack which provides spark to the spark plugs was not operating properly and it was recommended to be replaced. The customer was given a quote to replace coil pack but declined to have the service performed at that time. On 11/2/2015 I received the first customer complaint filed through the Revdex.com from Ms. [redacted] I contacted the store management where the work had been performed and had them reach out to the customer and attempt to resolve the service issue for the customer. On 11/2/2015 at 160,395 miles the vehicle was dropped off at Fletcher’s to have the ignition coil replaced at no cost to the customer as had been offered by the store manager. Upon receiving the vehicle it was determined that the vehicle was running worse than it had when we originally recommended replacing the ignition coil pack 920 miles prior. Upon replacing the ignition coil pack the engine performance did not improve, Fletcher’s then went on to replace all of the spark plugs. After replacing the spark plugs the vehicle still was not running properly. In the attempt to find the cause of the current issue more diagnosis was performed on the vehicle which determined that driving the vehicle for a prolonged period with a failing ignition coil caused the PCM (powertrain control module) to fail. Fletcher’s purchased a used PCM and hired a mobile technician to reset the PCM to the correct vehicle settings. These repairs were completed on 11/16/2015. This was a time consuming and costly process to determine the causes of the vehicle running improperly and to obtain the parts needed for the repair. Due to the unforeseen issue and the time frame which it took to perform the repairs, the store manager waived all cost to the customer as a customer satisfaction. Unknown to Fletcher’s, the vehicle stopped running at or on approximately 160,493 miles just 98 miles after leaving Fletcher’s. On 12/12/2015 the vehicle was towed in not running. Upon inspection the battery for the vehicle was in the bed of the truck, wires were hanging from under the dash board, spark plug wires to the ignition coil were disconnected, the wires to the PCM had been removed, and the PCM was not tightened down the way it had been when Fletcher’s had performed the previous service. Whoever had decided to perform mechanical service work on the vehicle had voided the warranty for all parts and labor that had been provided by Fletcher’s Tire and Auto. A gentleman claiming to be a family friend of Ms. [redacted]stated to the store manager that he was interested in purchasing the vehicle and agreed to pay to have the PCM replaced. The store manager agreed to replace the PCM at a cost of $350, under the condition that Fletcher’s maintains no warranty for any of the services provided from the prior or current repairs due to the tampering of products and services that Fletcher’s had previously performed. Fletcher’s Tire and Auto has no fault or control over Ms. [redacted] making the decision to sell the vehicle. As to Ms. [redacted] request for reimbursement for financing; Fletcher’s uses a third party company for financing as an option to assist our customers. It is a contractual obligation between the customer and the financing company (Easy Pay) that Fletcher’s has no involvement in other than to offer it as a payment option. 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

Consumer

Response:

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!

Business

Response:

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

Review: Fletcher's Auto tried twice to repair my rear differential. The second attempt lasted 20 months. They have declined to do anything since the one year warranty has expired.Desired Settlement: Since I could not wait to have repairs done, I am having Pat's Precision do the proper repairs. Fletcher's should pay them to do the job they were neither willing or able to do, but charged me for it.

Business

Response:

RE: Complaint ID#10973395

In regard to the complaint filed by Ms. [redacted]; I have reached out to Mr. [redacted] to resolve this issue directly. This is a warranty related issue; as the warranty has expired on the services and products provided by Fletcher’s, by approximately eight months I cannot process a warranty claim for this issue.

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

Fletcher’s Customer Service Department

Consumer

Response:

My complaint has not been about warranty, but rather good workmanship. Fletcher's made an offer to pay for material and all but $50 of labor AFTER I had already had the truck properly repaired at Pat's Precision. An offer of $150 in store credit does not do any good when the workmanship there has proven faulty, at best. It appears Fletcher's took a calculated risk in making no offer to repair the issue when initially broached. 10 cents on the dollar for in store credit is not acceptable compensation for bad workmanship. I remember when the Fletcher's name carried with it honor, not legal warranty speak. My complaint stands.

Business

Response:

RE: Complaint ID#10973395

I have spoken with Mr. [redacted] and I understand his frustration with this situation, however due to the fact that the repairs have already been made to the vehicle by another automotive service provider there is nothing further Fletcher’s can do to rectify this situation.

My original offer of the goodwill gesture to give the customer a $150 in store credit to use toward future purchases stands.

Fletcher’s Customer Service Department

Review: I took my car to Fletcher's to have the front brakes done ( I had a groupon) I picked up my car after work and drove to my home which is 62 miles round trip to and from my work and Fletchers is less than a mile from the hospital I work at. I drove home unaware of any problems. I am a single mother and work 2 jobs to support my children. I drive almost all highway miles and put a lot of miles on my car that is why I take it in to have it serviced regularly. I have 190,000 miles on it and it has always run well because of regular maitanence. My ex husband is a mechanic and that is one thing he taught me was to take care of my vehicle. The week prior to the brake service I had 2 flat tires replaced with 2 new tires from the same Fletcher's. I also needed a battery replaced because it was 28 months old that same week.

I continued to drive to and from work two more times and also to a concert on the same night I had picked up the car after the brake service. I noticed on my way to work that it seemed very hot and it felt as though my brakes were seizing up on me and I called a friend who is a mechanic because I didn't know what was going on and he said something wasn't done properly with the brake service. I proceeded off the interstate to my work and continued another half mile to Fletcher's for them to look at it. They said they would check it out and call me. I had to call a Lyft car service to get me to my job on time because I was running late because of the car issues. When they called me they had told me that the brake pads that they had just replaced had been used up and that I had a master cylinder problem. They continued to tell me that there was a brake fluid leak and I asked why they didn't notice that when they repaired my brakes in the first place and that isn't that the job of the technician to let me know of problems. I unknowingly drove at least a couple hundred miles over a 3 day period not knowing that I was doing damage to my car ( that didn't have these problems at all prior to them brake repair.) When I got off the exit ramp a gentleman in a red toyota stopped in front of me and saidf that it was BRIGHT RED UNDERNEATH MY CAR, I was shocked and scared to say the least. They were not helpful. I also asked them to communicate with my friend who is a mechanic so I could make an informed consent. His professional opinion was that the technician DID NOT blead the brakes like he is supposed to and that the technician crammed the pads in there and with newer cars you can't do that. The part that they said I needed was not available in town and that it would take 5 days to get the part into the shop and I explained to them that I need my vehicle because I am a single mother that works far from home and I have to have transportation. They were not sympathetic and continued to exclaim that it wasn't their fault. I was advised to call the corporate office by several people. I called Fletcher's corporate office and left a message for the customer service rep for that Fletchers on 90th street in Scottsdale. I did receive a returned call from Andy with Fletcher's I advised him of the above and he said he would investigate and get back to me. I explained to him that I would like him to communicate with my friend who is a mechanic for Ford and I trust and he said OK to that as well. When he investigated and called me back he stated that the damage to my car was not due to anything Fletcher's did and I advised him that I still believe that that isn't the case here. I asked if he had spoken to my mechanic friend and he stated. "No I have talked to my people I don't need to talk to your friend regarding this because we are not responsible for this. I said now what do I do and he said they could order the part but it would be 5 days until it was in. I said what am I supposed to do for transportation until then? He didn't have an answer because it wasn't their fault. I hung up with him and called Craig. I explained what had transpired and I gave him Andy's number so he could discuss this with him on a technician level. They spoke and Craig pointed out some very valid points of why all of this occured. I was hoping that Fletcher's would admit their fault and repair the damage done and I would have been satisfied but they are not willing to take any responsibility that they did sub standard workmanship on my vehicle and let me unknowingly drive it and create more damage that I cannot afford. I just spent around $500.00 within the week prior to that on tires, batteries coils and sparkplugs and the brake service that they performed.Desired Settlement: I really just want them to repair the damage that they have caused due to the careless workmanship of their technician. I also need a rental car to continue to get back and forth to work until that work is done

Business

Response:

RE: Complaint ID#[redacted]In regard to Ms. S[redacted] concerns with brake servicing provided by Fletcher’s; Ms. S[redacted] brought her vehicle to Fletcher’s on 9/28/2015 for a standard brake service. This standard brake service consists of replacing the front brake pads, machining the front rotors and test driving the vehicle before and after the brake service. The vehicle underwent a standard inspection and it was noted that the vehicle had a check engine code that was identified as a P0301 cylinder one misfire code. This information was provided to the customer on the invoice. In addition to the documentation on the invoice it was also verbally conveyed to Ms. S[redacted] that the left fog lamp had an expired bulb, the left head light assembly was broken, and that the lower control arm bushing needed to be replaced. Ms. S[redacted] did not elect to have any of the recommendations addressed on this service.On 10/02/2015 Ms. S[redacted] returned the vehicle to Fletcher’s stating that the brakes were staying applied while driving. Upon inspecting the vehicle it noted that the vehicle had been driven 297 miles since it had been serviced at Fletcher’s, the brakes had gotten hot enough that they were smoking and that for some reason the brakes were staying applied. Upon further diagnosis it was determined that the brake master cylinder was leaking into the brake booster which is almost certainly what was causing the brake calipers to maintain pressure on the brake rotors. We recommended that the customer replace the brake booster and the master cylinder. We also warrantied the brake pads and replaced them with new pads and machined the rotors. It is unknown at this time if the brake calipers were overheated to a point that replacement is recommended. During this process the customer declined to speak with us about the situation requesting that we relay all information through an acquaintance of hers. After explaining the situation to the customers acquaintance, the customer contacted Fletcher’s stating the brakes had failed because of the brake job that Fletcher’s had performed. I explained to the customer that the brake master cylinder was most likely leaking before Fletcher’s replaced the brakes and that replacing the brakes alerted her to the issue and just because Fletcher’s had performed a standard brake job on the vehicle did not make Fletcher’s responsible for the brake master cylinder leaking. The brake master cylinder is a different component of the brake system and due to the fact that it was leaking into the brake booster, there was no external leaking and therefore no way for Fletcher’s to know there was an issue with the master cylinder at the time of the brake service by performing our standard visual inspection.Fletcher’s offered to perform the services on the vehicle, informing the customer that the parts had to be ordered and shipped in and should arrive within approximately five days. The customer declined and had her acquaintance contact me. He then requested, that if he could provide the parts needed would we be willing to perform the work and asked if there was anything we could do to assist with a lower labor price for performing the service work. He was informed that in an attempt to assist the customer we were willing to extend a reduced labor rate $85 per hour (regular rate is $115 per hour) for the recommended 2.4 hours of labor called for to replace the brake master cylinder and brake booster.The customer then contacted the store manager stating once again that this was Fletcher’s responsibility becoming verbally aggressive and using profanity toward the store manager. The original offer of the reduced labor rate stands as Fletcher’s offer of what we are willing to do to assist the customer however we do not take responsibility for a part failing on the customers vehicle that 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

Consumer

Response:

I want it to be on record that Fletcher's has lied once again. 1st thdy never mentioned anything about the code light and recommendations. Nor did they mention to me any of the other things they stated that they mentioned other than the brake damage was not their responsibility. Second while I was upset at what they were telling me I was not aggressive until the manager was rude and aggressive with me first and I did not use profanity at all during our interactions. That is a bold faced lie. I will continue to let people know about what they have done to my car and the way they treated me during the entire process. I stand by my statements and refuse tonlet them do this to others. The third reason is the mileage. Yes I hD driven that amount of miles on in my vehicle because I drive to and from work 64 miles round trip plus I drove it to a concert all the way in Glendale right after I picked the car up from Fletcher's that is what you do when you use your vehicle you drive it. And had I known something was wrong I wouldn't have but I was unsuspecting any problems because that is why you trust those you pay to repair your car that they will not do more harm than good and they did! Period!

Business

Response:

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 took my truck in for a transmission service to their Presott
Valley location. My truck was not ready for pick-up when scheduled, twice. The service dept. was not aware of a rear seal THEY said needed replaced. I feel I would have been charged for it if I had not asked to see the old seal. The engine light was on when I left their shop. When I checked the fluid it did not register on the dip stick. The next day I took the truck to a local shop to complete service and have the transmission checked out. It was 3 quarts low on fluid. Manager and service dept had a "too bad" attitude.

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.

Review: Brought my car in for oil change and tire rotation. They tightened the lugs so tight I had to call a tow when I got a flat tire. The tow truck driver said the bolts might sheer off with that tight of nuts. He had to use a 6 foot pry bar to get the lugs loose. I went back to the location and they did not think it important to loosen the lugs to recommended torque. I want them to pay the tow truck fee of $50.00 and $20. For someone else to loosen the lugs. I don’t trust they have the skills to properly install them.Desired Settlement: Pay for what you caused.

Business

Response:

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 bought a [redacted] for an oil change and breaks. I made an appointment and took my car in. They replaced my breaks even though they told me; my breaks still had life in them. They now squeak and grind. I took my car back into Fletchers and now they are telling me I need new routers. I asked them why they didn't tell me this when I had my breaks replaced the week before and they couldn't answer. I believe they put used routers from another Honda on my car.

Review: My name is [redacted]. I am 19 years old and drive a 2003 [redacted].In November of this year, I took my car to [redacted] branch of Tire Liquidators (**) to have the oil changed. Prior to going to **, I was having no problems with my vehicle. It just needed a routine oil change. Shor**y after taking the car into their service bay, a technician came out to tell me there was no oil when he pulled the plug and smoke began to fill the bay area. He as much as said that the car should be returned to the station that changed the oil prior to this visit ([redacted]). If the oil pan was dry, it stands to reason my car would not have run smoothly and if it was bone dry as they claim, it would have been smoking long BEFORE taking it in for the oil change.The manager of ** said he “felt so bad” about the incident that they would charge me an hourly rate of $25/hour to repair the vehicle. When the bill came due and payable, they reneged and charged me the full hourly rate. Doesn’t this tell you something? I think the manager felt guilty for what happened in his shop and then had second thoughts.I know I’m a young man new to the ownership of a car but have always paid attention to when an oil change is due and responded accordingly. It is always an easy thing to blame someone else and not take responsibility for your actions.It certainly does not make sense to me that my car was running just fine....no seizures, no smoke, etc. until they took the vehicle into the service area. There was no indication that there was anything seriously wrong. Doesn’t is seem a bit strange that all of a sudden there is this big problem with my car??? I strongly feel ** pulled the plug, drained the oil, replaced with the wrong oil and when starting the car smoke began pouring out!ITo make a long story short, ** placed the blame on [redacted] and [redacted] claimed no foul. and said it was **’s responsibility. I think my biggest mistake was allowing ** to talk me into doing the repair work with the bait of the hourly rate they would charge me. Chalk it up to being 19 years old. I feel ** took advantage of me.Desired Settlement: I would like a set**ement from ** in the full amount of the bill which amounts to $3,068.38.I bet if I wrote a letter to the Editor of the [redacted], there would be responses from others who also suffered at the hands of **. I can guarantee that I will never recommend ** to any of my friends.I look forward to hearing from you regarding this incident.

Business

Response:

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.

Review: I took my truck to fletchers with a blown spark plug. They called the next day, saying I had cracked the head of my engine. They quoted me $3,000 to fix, which in itself is very excessively priced, but being that they were close and already had my truck, we said fine. It took them a week to complete, which we were told ahead of time. When I got my truck back, there were a barrage of issues. An oil leak, the truck no longer started without pressing the alarm keypad, amongst other things. So we returned the truck and they fixed a pinched valve they had caused and gave me my truck back. It still leaked oil, the alarm issue wasnt fixed still. So we kept returning it, and it kept coming back with the same issues not being addressed. Afyer the 3rd or 4th time of my husband and I returning it to them, we finally decided to take it to another mechanic that could clearly see that they had tampeted with the valve cover gasket, stripped the screws, pinched it, amongst a barrage of other issues that were not present before they "repaired" my truck. I called customer service multiple times, asked for a refund of the additional outside costs we incurred plus damages for leaving me without a vehicle for 2 extra weeks, and it was handled very poorly, weeks have gone by with no call back or any information what so ever. I also opted to do their in house financing, but wasnt made aware that the interest was 189%.. the whole experience has been awful and created plenty of problems for myself and my family.Desired Settlement: I would like a refund of half the labor charges as I feel like they charged me to break my vehicle further, plus a refund of what I had to pay to the other mechanic to fix what they did, and for them to pay a dealership to reset my security so my truck will start normally by just turning the key.

Business

Response:

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

Review: Fletcher tire and Auto refuses to honor a coupon that I obtained out of the news paper Claiming that if you buy two tires you will receive two tires free under the condition that you purchase installation and the road hazard warranty on all four tires. No where on the coupon does it inform anyone that it is on specific tires. However when I went in I was told, after previously being told that they would honor it, that it was only on specific tires and sizes none of them being the ones I required. When I tried to resolve this issue with the customer service line, the representative, [redacted], began to raise his voice in a yelling manner stating that the information is all printed and what I have is not a coupon. I have the coupon currently in my possession for verification.Desired Settlement: I would like them to honor their release coupon at a future date of my choosing. I would like to use the coupon how a normal person would understand it to read.

Business

Response:

RE: Complaint ID #[redacted]

I spoke with Mr. [redacted] earlier this week and tried to explain our [redacted] Buy 2 Get 2 Free value package. Mr. [redacted] was not satisfied with the explanation that he was given and insisted that we honor his request for purchasing [redacted] tires on the Buy 2 Get 2 Free promotion. The [redacted] tires are not a part of the current Buy 2 Get 2 Free tire value package. I have included a copy of the ad that Mr. [redacted] is speaking of (as an attachment). This advertisement was approved by the Revdex.com and it includes the Hercules brand logo, the mileage 40K warranty and states Select sizes on the front of the ad. On the reverse side of the ad it includes installation details and it says See store for details.

In the interest of customer service I would more than willing to offer Mr. [redacted] our friends and family pricing on the [redacted] products that he has requested if this will resolve the issue.

Thank you,

Fletcher’s Customer Service Department

Review: I took MY 06 MERC BENZ FOR OIL CHANGE ON SAT JUNE 23 2013 IT WAS RETURNED BACK TO ME ON TIME. EITHER THE TECHNICIANS SPILLED OIL ONM THE ENTIRE ENGINE OR PUCTURED SOME OIL LINE AFTER DRIVING IT FOR ABOUT 15 MINUTES THE ENTIRE ENGINE AREA STARTED TO SMOKE. WE HAD TO PULL OVER AND CALL THE FIRE DEPT. AFTER THEY ARRIVED AND OPENED THE HOOD THEY NOTICED THAT IT WAS ONLY HOT OIL BEING BURNED AROUND AND ALL OVER THE ENGINE.Desired Settlement: I WANT THEM TO CHECK AND MAKE SURE THEY HAVE NOT DAMMAGED ANYTHING. I WANT A WRITTEN APOLOGY FROM THEIR MANAGMENT FOR PUTTING MY FAMILY THROUGH DANGER IN THE AZ HEAT ON THER HIGHWAY. I WANT THEM TO PAY FOR THE CLEANUP AND DETAIL OF MY ENGINE.

Business

Response:

[redacted]

Customer ID# [redacted]

Dear Ms. [redacted]

Good afternoon this is the response from [redacted], Fletcher's [redacted] District Manager regarding Ms. [redacted] concern.

Please let me know if the customer is satisfied.

Thank you,

Review: improperly installed front struts on 1999 lexus ls400.

Business

Response:

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

Review: I was upgrading the brakes on my 2012 F150 and thought that since Fletchers was doing the oil should just have them do the brakes as well. When I picked up the truck the brake pedal was very soft and the truck pulled hard to the right. Took it back they kept it over night and told me the brand new brake pads were bad. I found that hard to believe but got new pads anyway. The next day, after spending $289 on another set of new pads, same problem.

Took the truck to [redacted], they found the problem. Fletchers put 2 outside pads on one side and 2 inside pads on the other. Now you would think that it would not be possible due to the way the pads are made and normally it would not be possible. Fletcher took a grinder to the pads to make them fit.

Contacted Fletcher and the apologized for the inconvenience of damaging my truck and putting my family’s life at risk. Told them that I would like to be reimbursed for the extra money I had to spend due to their incompetence (about $600). They are ignoring me now.

Do yourself a favor and don’t go to Fletchers, the life you save maybe your own.Desired Settlement: I would like Fletcher to reimbursed me for the extra money I had to spend due to their incompetence (about $600). I have receipts.

Business

Response:

We have reached out to this customer in response to this complaint. We are waiting for the customer to provide us with documentation so that we may take the necessary steps to resolve this issue. As soon as we have possession of that documentation we will be able to better determine the course of action that is required.ThanksFletcher's Customer Service Dept.

Review: On 09/26/2014 I had my Mazda Miata 2006 Black MX-5 oil change done at Fletchers in Mesa AZ of GreenField Rd. I went in they told me would be able to service my car did the oil change and was done in about 20 mins. On Saturday 10/25/2014 at around 11:30 am I was driving on the 303 North Bound towards Wadell Road when I heard something drop from my engine it hit under the car and flew somewhere on the freeway. Then my car started to burst in smoke and oil I had no idea what to think and I immidatly let my foot off the gas and lucky I did of the motor would have blown!

I stopped the car on the side of the road and all the oil came out of the car and made a mess and I was very mentally upset and hurt and scared by the whole incident I paid for a tow and had the car fixed. the Oil cap was not tightened and it caused all the problems I still dont know if my car is really okay it has been acting up ever since I just dont know what to do so I am reaching out to the Revdex.com of AZ for your help.Desired Settlement: I would like $2,500 for emotional distraut parts labor missed work endanagement to my health and safety and also possible future problems that may accure due to engine and oil being leaked out and damaging parts.

Business

Response:

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

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 the Fletcher's automotive may contact me directly as long as the dispute in resolved and the damages have been paid. There department may contact me as long as there willing to comply and resolve my damages I am asking for. I have had problems now and my car shakes it never used to shake I should be asking for more than $2,500.00 but that is what I intially asked for and as long is it is resolved in a timely matter I will accept that amount.I need the Revdex.com help in order to get my claim approved please help me do so. I will be looking forward to your response you can email me or contact me directly at ###-###-####Best Regards,

Michael W. [redacted] ###-###-####

Consumer

Response:

I don't know why my complaint was closed but I needs to be reopened. My complaint number is [redacted]

Fletcher's hasn't contacted me to resolve the damages I am demanding.

My car is shaking really bad after the incident my car has never been the same I need your help to get Fletcher's to comply with what I am asking they haven't contacted me yet.

Review: I went in to get my front tires changed. When doing so they told me my front brake pads and rotors are worn out and my rotors are unable to be resurfaced. So I need new pads and rotors and my rack and pinion needs to be replaced. I then said to the mechanic so if my front is that bad the back pads and rotor probably are too? He looked at them with me and agreed. I asked for a price for the rack and pinion and the brakes all the way around separate and then a package price. He gave me a price and then a combined price, I told him my budget to get this done. I said I will be checking around for the best price. [redacted] said he will call some people and do his best to get it down as low as possible. He followed up a few times and gave me a few different prices. I had another competitor willing to do it for about $50 more. So I dropped my car off with [redacted] on 10/1/13. I called later in the day around noon to see if it was done and he said he didn’t even know what it was there for, he couldn’t remember. Then they found the original sheet in my car from the last visit and started it around 11 am he called me at around 4 to tell me the car was done and ready for payment. I went in and paid for it and left to go home. I started to get concerned on the freeway when it was pulling to the right a little. When I got home I looked at the receipt and only seen front brake stuff and rack and pinion. I waited until the next day to call and see why front and back was not on there. He said I never mentioned the back brakes. I then became frustrated as I know what I discussed because I called at least 5 other competitors and discussed that as well. I called back after remembering the day of the tire purchase I talked to the mechanic and he looked at the back brakes also and said so if the front is that bad the back would need replaced too, the mechanic said yes. I told [redacted] and he said he will check with his mechanic and he said yes he remembers going to the back to look at them too.

I am filing this complaint because I feel like I was deceived. I know I discussed brakes all the way around and the rack and pinion. I believe he didn’t listen to me at all but just looked at the paper the mechanic gave me, If he would have listened to me he would have heard me say numerous times all the way around, for the brakes. I can remember even asking this was for all the way around and with rack and pinion? This is a very deceitful practice and my alignment is not even straight. When I tried to call him to clear things up he was very condescending and not willing to listen to me. The disturbing part was even after basically calling me a liar, when I called him back and told him I even talked to the mechanic about the back brake and he put me on hold to verify that. When he returned he said the mechanic does remember talking about the back brake, he still didn’t take any ownership but basically called me a liar once again. I told him I don’t want anything for free but I do want what I was told was included. I have learned my lesson from dealing with Fletchers I will go with my gut next time and be at [redacted].Desired Settlement: Finsh the rotors and brake on the back and get my alignment done right. At a different store, I do not want to deal with "[redacted]" again nor do I trust that shop.

Business

Response:

Good afternoon, Mr. [redacted] ID #[redacted] returned on 10/5/2013 to another store for the additional services that he had requested from the previous Fletcher’s. It appears in our history that the work was performed N/C.

I will verify on Monday from the store manager that performer the customer satisfaction on whether there were any additional concerns or issues.

Thanks again,

Review: We hired Fletchers to take care of a steering issue with our truck and with the transmission. We have returned the truck several times for the same issue. The transmission slips and the steering shakes. The last time we where in the Surprise store we were told nothing more could be done with the steering they don't know why it is all over the road. We took it to another shop who stated it was all wrong redid some work on it and added bars. We were told for the transmission that we needed to keep taking it back in till it was done right.

We wrote aletter to the corporate office asking for the steering to be paid back to us and for us to take it somewhere else for the transmission. The corporate office has never responded to the certified letter we sent out months ago.Desired Settlement: we want our money back for the steering issue they could not fix along with the transmission monies so we can take it somewhere else to get worked on. It is our understand AAMCO worked on it, and another AMMCO can not just have us take it to them it needs to go through Fletchers warranty

Business

Response:

Customer [redacted]ID# [redacted]Ms. [redacted] here is the information regarding what work was performed on Mr. [redacted]'s vehicle. We installed new parts and have stood behind the work performed. Fletcher's will assist with the AAMCO warranty if needed.Thanks please let me know how we can move forward and assist Mr. [redacted].[redacted]

Consumer

Response:

We had to take the truck to another company to get fixed as per their employee Matt at the surprise location they do not know why the steering has to much play in it and there is nothing more they can do. With that statement we took it to another company who stated the wrong parts were on it, changed them out and put another stabilizer bar on it. We want the cost of the repairs covered by Fletchers for failure to fix the issue and even stated to us "there is nothing we can do" This is not good customer service, the issue was not fixed and cost us more money which should have been covered by Fletchers but because of the lack of knowledge of their mechanics it could not.

As far as Aamco we do not want the truck taken to the place it was worked on for the transmission, as it has also been taken back for the same issue three times and it is still not fixed.As stated before, a letter was sent to fletchers about our issue and they never responded to the certified letter which tells us they do not care about how their customers are treated, or how work is completed. We have spent thousands of dollars at fletchers, we sent them the receipt for the steering that their surprise office could not fix. We want that refunded and we want to be able to take the truck somewhere else for the transmission even if it is another Aamco for them to try and fix

Business

Response:

Please have Mr. [redacted] provide me with a copy of the invoice from the other shop. He certainly can black out the name of the repair facility I need to verify what was done. As you can see in the correspondence sent to you on the 30th there were some customer supplied parts. I will handle the refund once I verify what was replaced. AAMCO has a nationwide warranty on work performed. We will assist in taking the vehicle back to the AAMCO that did the work so they can identify what might be a concern. Otherwise Mr. [redacted] can take it to any AAMCO for warranty and they can contact our manager for verification. Thank you,[redacted]

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