Fountain Tire Ltd

Initial Business Response / [redacted] (1000, 14, 2015/12/16) */ Re: Revdex.com case number # [redacted] : [redacted] I would like to first address the late response to your investigation [redacted] has never discussed this issue with Jamie W [redacted] the owner and went directly to the Revdex.com The address that the first two Revdex.com communications went out to is incorrect and was never received by Jamie W [redacted] As a result we did not have the opportunity to review in a timely manner This is not indicative of our customer satisfaction resolution standard In regards to the customers concern: On November [redacted] brought his [redacted] in to our Spruce Grove store He was experiencing noises especially when going over rough services ( work order with concern attached) Our technician diagnosed that he required new front control arms and bushings [redacted] was contacted and approved the repair which was completed An alignment is part of this procedure with a subsequent test drive to insure the steering wheel is centered [redacted] was also shown the damaged front bushings when he picked up his vehicle He returned shortly after stating the noise was still evident Our technician went on a test drive with [redacted] and confirmed this new noise Once on the hoist it was determined that this was emanating from the transmission or transfer case The vehicle had two issues, a front suspension and transmission or transfer case problem The suspension noise is a definite louder and different sound than a transmission shift issue [redacted] has recognized both concerns and has published technical service bulletins We do not rebuild transmissions and informed [redacted] of thisWe do offer transmission maintenance service and many other vehicle protective services as featured on our web site This was explained to [redacted] unfortunately from this inquiry not to his satisfaction We are sorry that [redacted] is upset however Fountain tire has done nothing wrong and corrected the initial complaint satisfactorily to his request Please contact me directly if there are any questions ( cell [redacted] ) Ed L [redacted] Northern Alberta Operations Manager [redacted] Fountain Tire Fountain Tire Place - 103A Street SW, Suite 301, Edmonton, Alberta, T6W 2P www.FountainTire.com

Initial Business Response /* (1000, 14, 2015/12/16) */
Re: Revdex.com case number # [redacted] : [redacted]

I would like to first address the late response to your investigation

[redacted] has never discussed this issue with Jamie W[redacted] the owner and went directly to the Revdex.com

The...

address that the first two Revdex.com communications went out to is incorrect and was never received by Jamie W[redacted] .

As a result we did not have the opportunity to review in a timely manner

This is not indicative of our customer satisfaction resolution standard.



In regards to the customers concern:

On November 4 2015 [redacted] brought his 2008 [redacted] in to our Spruce Grove store.

He was experiencing noises especially when going over rough services ( work order with concern attached)

Our technician diagnosed that he required new front control arms and bushings

[redacted] was contacted and approved the repair which was completed.

An alignment is part of this procedure with a subsequent test drive to insure the steering wheel is centered.

[redacted] was also shown the damaged front bushings when he picked up his vehicle.
He returned shortly after stating the noise was still evident.

Our technician went on a test drive with [redacted] and confirmed this new noise.

Once on the hoist it was determined that this was emanating from the transmission or transfer case.

The vehicle had two issues, a front suspension and transmission or transfer case problem

The suspension noise is a definite louder and different sound than a transmission shift issue

[redacted] has recognized both concerns and has published technical service bulletins

We do not rebuild transmissions and informed [redacted] of this. We do offer transmission maintenance

service and many other vehicle protective services as featured on our web site.

This was explained to [redacted] unfortunately from this inquiry not to his satisfaction.

We are sorry that [redacted] is upset however Fountain tire has done nothing wrong and corrected the initial complaint satisfactorily to his request.

Please contact me directly if there are any questions ( cell [redacted])


Ed L[redacted]
Northern Alberta Operations Manager
[redacted]
Fountain Tire
Fountain Tire Place
1006 - 103A Street SW, Suite 301, Edmonton, Alberta, T6W 2P6
www.FountainTire.com