Floyd's Tire & Car Care Center

This complaint has been reviewed and we do not feel we should need to refund the funds.  Mr. [redacted] brought the vehicle in around 11:46AM on April 2 requesting 2 used tires on the front and a safety and emission inspection.  When the vehicle was put on the lift we immediately noticed that...

the right outer tie rod was "sloppy loose" - so bad that we would not have wanted the vehicle back on the street fearing the loss of steering - this also fails the safety inspection.  Mr. [redacted] came in approximately 3:15 to 3:30 and this was explained to him.  He was quoted $420.00 for the inspection, 2 used tires, the tie rod, a third brake bulb (which also would cause inspection failure) and a front end alignment - parts and labor.  After a small discussion Mr. [redacted] asked if he could postpone the alignment at this time and he was told yes but it would need to be done soon.  He was quoted $338.00 without the alignment at this time and his response was "sounds good".    He asked if the repair could be completed by 4 PM when we close and was told we would need to start on now if he gave the approval.  Again he said "sounds good".  He then said he was leaving and it was suggested he wait since we would close and have this finished in 30 to 35 minutes - he choose to leave.  His wife came in at 4 PM to pick up the car and said no approval was given and that they did not have the funds since their rent was due.  We told her that it had been approved by Mr. [redacted] and we had finished the work.  There was much heated discussion over this but at 4:05 Mrs. [redacted] paid the bill of $338.53 with a debit card.  If Mr. [redacted] had not approved the work why did he not take the car with him at his visit around 3:30 - why walk away and leave the car here.  This happened within earshot of another customer - that I have spoken with and we do have video tape of the day since we have cameras in the front office.The [redacted]s have a vehicle that passed the safety and emissions test, has a safe tie rod, 2 tires on the front and a new third light bulb - we did the work asked and for the price we quoted.  We stand firm on providing good service, quality work and only doing what our customers ask.  I am sorry that there was some miscommunication between Mr and Mrs [redacted], but we provided the work Mr. [redacted] agreed to.

Contact Name and Title: [redacted] - Office Adm
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@yahoo.com
At this time it is not possible to give a valid response to this complaint without additional information. The customer did not state which vehicle (we have 5 under this name) and...

there is no information letting us know what was diagnosed. This could be something completely unrelated to the work we did - for example was this a computer problem, fuel pump, timing chain - there is no information to base an answer on. Once additional information is give and we are clear that this work was done by a licensed repair shop we will offer our response.

Contact Name and Title: [redacted] - Office Adm
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@yahoo.com
Ms. [redacted] came into our office for the first time on July 28 at 12:26PM stating she had a shake when hitting the brakes. Our tech [redacted] took the vehicle, which was presented with the...

donut spare on the right front, for a test drive and determine the problem was related to the brakes. Upon inspection it was found that the front brakes had 4/32 and 7/32 left (2/32 requires replacement) but these pads had been replaced over worn/warped rotors by others, which would cause some vibration or shake to the vehicle. The rear brakes were very bad both the pads (with less than 1/32) and the rotors and the customer was so advised and agreed to the replacement of both. She was taken into the bays and shown both the front wear and the new rear rotors and brakes. On the final test drive there was still some minor vibration but the customer said she could not afford the front repair at the time and was told once that was done the final vibration would be taken care of. She was told both by the service manager, [redacted] and the front counter personnel, [redacted], that she would need new pads and rotors on the front. The customer had us replace the donut tire with a used tire as seen on the invoice. She was also advised of the TPS light being on, the MIL light was on indicating some engine issue, the sway bar links are making noise, turn signal switch is faulty and the right outside mirror is broken - she was told all of this at the time.
The customer did call back in on July 29th and spoke with [redacted] who again reiterated that the rear vibration was gone but until she replaced the front pads and rotors there would still be a slight vibration. It was our understanding that the customer would budget for that repair in the near future. The next contact was this case from the Revdex.com.
In summation - the customer received what she agreed to and could afford at the time - new rotors and pads on the rear, a used tire for the donut and a recommendation on the completion of the front brakes. She was made completely aware of the additional work that would be needed more than once. Therefore we feel the customer received value for her funds and no refund is warranted. Copies of the work order and invoice has been faxed over.

Mr. [redacted] has been to our facility four times in total and two of the visits were in October.  As you see by the attachments - he came in on October 1 wanting a converter installed.  He was told then that his brakes were very bad - it is noted at the bottom of the service invoice ([redacted])....

 We do follow up calls approximately two weeks after  a customer leaves when there are items left not corrected.  He was contacted on October 14th when he told us his brakes were fine - still stopping the vehicle.  Then he came in on October 29th requesting an oil change and to check his brakes.  We again told him how bad the brakes were and how unsafe it was to drive on the roadways - and again noted on the bottom of his invoice ([redacted]).  He argued with the front counter personal and told us he knew his vehicle best and it stopped when he pulled on the lot.  We had trouble stopping the vehicle going in and out of the bays - the technician even came up front to tell the customer to no avail - we were told we could not hold his vehicle we must release it to him - as we did with notes and warnings.  He called that day at 1:59PM saying we were correct that he could not stop and ran into a ditch.  You can see all the notes and warnings he was given both written and verbal.  We did nothing to his brakes - they are just terrible from normal use - wear and tear.  We do not feel we owe this gentleman any reimbursement - he needs to have the vehicle braking system fixed at his cost.

See attached.

Complaint: [redacted]
I am rejecting this response because:1) The anti-freeze leak does NOT appear on my receipt. It appears to be added AFTER the...

fact. The anti-freeze leak was made aware to myself and my daughter: the day she picked up the car. Additionally, Floyd's did not provide the original diagnostic that DID NOT MENTION the technician finding a major anti-freeze leak. I am disputing the validity of the submitted documentation by Floyds. 2) I have asked the shop manager (Dave), on 9/28, to provide an invoice or other proof that the transmission was actually changed; however to this date, Floyd's will not show me an invoice and has offered several reasons from: accountant not in office, to not having it.  At this time, as a consumer, I no longer trust the staff at Floyds. There is still a major anti-freeze leak and my car is not drivable without going hot and shutting down. I am taking my car to a transmission shop to ensure that the transmission has actually been changed. The relationship is sullied. The only request I have of Floyd's is to reimburse me my expenses to get the leak fixed, and upon verification of the same transmission, a refund for parts and labor that they did not fulfill.
Sincerely,
[redacted]