Formica Corporation

Initial Business Response /* (1000, 5, 2016/12/27) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@hiresautomotive.com
Hello,
I am *** *** with Hires Automotive CenterI am the General Manger of the companyIt discourages me that this incident
occurredWe have always ran our company based on honesty, loyalty, and great customer serviceI feel we have failed to fulfill the customer service aspect in this circumstanceI do not believe that any of my employees would steal from a customers vehicleWe make sure every vehicle that may be outside is locked when we are in possession of the vehicles keysAfter consulting with the technician working on the vehicle he did state he locked the car and kept the keys safely inside the buildingThat being said, I do not approve of my store managers raising their voice, curse, etcI have taken the proper internal measures to deal with the handling of this issueI would like to note that it can be difficult to keep your cool when being cursed at and being accused of stealingWe do hold our employees to high standards and are dissapointed in our handling of this issueWe are willing to offer a gift card to Walmart to help resolve the issue
Initial Consumer Rebuttal /* (3000, 9, 2016/12/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hello Mr***:
I want to take the opportunity to thank you for responding to this issue, and providing my husband and I with a way to resolve the issueWe appreciate the way in which this complaint was handled internally with the employees and hope that this does not become an issue again with future customersThe Walmart gift card will be a great help in the re-purchasing of the missing/stolen items
Final Consumer Response /* (2000, 10, 2016/12/28) */

Initial Business Response /* (1000, 5, 2016/06/08) */
We repaired a broken fuel line on Mr. [redacted]'s vehicle. After we repaired the broken fuel line, we noticed another fuel leak coming from his fuel pump. We notified Mr. [redacted] of the additional fuel leak, and he declined the additional repair....

Since there was still a fuel leak, we did not test drive the vehicle after the repair. We are not sure when the brake line was damaged. It was close to the area where we repaired the fuel line. Since Mr. [redacted] did not have any brake problems prior to the repair, we took care of him the next day, and repaired the brake line free of charge. We are very sorry for the broken brake line, it is indeed very dangerous. The technician who performed the fuel line repair is a very experienced Certified technician, and would have certainly noticed the broken brake line. I also apologize that Mr. [redacted] believes he was given a hard time from our employees. It is difficult, however, not to get defensive when a customer throws their keys at you and is using foul language. [redacted], our manager did not say his vehicle was a piece of junk, the customer made that statement himself. We do not have an issue with a customer inspecting their vehicle prior to payment, indeed it is a good idea. We don't experience it very often. In this case, the customer did authorize the work, and knew he had additional leaks. I don't believe there is any actions necessary on our part, we already resolved the issue before we received this complaint.
Initial Consumer Rebuttal /* (3000, 11, 2016/06/20) */
I could not pull up my complaint # via the computer so I am writing back to address the response from Hires Auto Parts. 1st of all I gave a very detail complaint of what happened. I did not include everything but I am close to it. I asked [redacted] to call the police, I did not throw any keys because [redacted] would not give me my keys. They said I used foul language!! What did I say? And they can't quote any because I did not have to use foul language to get my point across. When has any person referred or called their own vehicle a piece of junk to a complete stranger. In fact, I take pride in any blessing that I have or own. Some people don't even own a car so I am ok with mine. My strong faith in the Lord humbles me to the point of respect, honesty, being trustworthy and having integrity. I am also experienced in the auto business, I have worked in finance, production (Building Trucks) as a supervisor and my dad had a shop for 30 years. I am a college graduate who has started from the bottom and earned everything that was blessed my way. Several mistakes were made4 by the Hire employees, I did not want to spend the extra money with Hires because that's my right and choice. No one checked or test drove my vehicle after I spent [redacted] and are not sure when the brake line was damaged is not my mind,experienced or in your own words-certified. You might feel that an "very sorry" comment after the fact is good or business like but I am the customer who has spent $ monies with you and my family used Hires for years. This is over now because of (2) non-professional employees that for some strange reason would not listen or give me a quick look at my know problem- the other leak, I had to lay on the hard cement outside and try to look up at leakReally, word of mouth and bad business and referrals from previous customers. I think you know where [redacted] will fall. My complaint is open due to employee dishonesty and no regard for my concerns. Somethings never change a picture is worth a thousand words. A customer being treated bad is worthless. You lost more than you will ever understand.