Greenwood Tire & Service, Inc.

This is Brent L*** one of the owners of Tire Central and ServiceI have discussed the incident with Ed in regards to the complaintHe has told me that when the customer was in the store to have the tire put back on her vehicle, she was upset prior to being on the phone with someoneHe told me that she was being loud and upset about it taking too long to put the tire back onShe showed up without being on the schedule while they were busy with other vehicles in the shop at that timeThe tire was put on the vehicle and the spare was put away in the proper place, which takes time to doEd informed me that she was being unreasonable and upset in the beginning because the vehicle was not completed in a timely manner, not because of the road hazard conversation, in which that was discussed at the time of billing out the customerEd admitted to being upset in response to the customers attitude and behavior, but there are two sides to every story and that you were not present for the whole time of the occurrenceI apologize for the incident that occurredThanks Brent Brent L*** GM Tire Central and Service Goodyear 317-966-

I understand there has been a complaint about customer serviceWhen the customer brought the tire into the shop to drop it off for repair, she said the information was under *** *** name and/or fileShe never gave her personal name or phone number to call when the tire was doneShe asked
how long it would be before finishing, I responded it would probably be around noonI called the number on file and spoke with a lady to let her know the tire was repaired and ready for pick upThe customer who dropped off the tire showed up at around 1:10p.mto pick up the tire and then I asked her if she would like for us to put the tire back on the vehicle, and she responded yesAfter about minutes when the vehicle was in the shop, she became upset and spoke out in a loud, unpleasant tone to "back her car off the lift she would take it home and do it faster herself." I then went out and checked on her vehicle, came back and told her they were putting her spare away and that it would be a few more minutesShe still seemed to be very unhappy at this time and complaining out loud about it taking too long to do the workI explained to her when the vehicle was brought in that we weren't able to get to it right away because we were busyShe was again unhappy with the information I was giving her. I had billed her out exactly 1:p.mafter the car was finished and pulled outsideAs I was in the process of finishing her paperwork, she asked about having road hazard on her tires and I told her she did notWhen I looked up her history, I saw there to be a purchase of tires with road hazard, but did not see the other tires in history of which she was getting repairedI proceeded and billed her out for the $total*** *** called and asked if I was sure the was no road hazard, I then looked it back up and it turns out I made a mistake and she did have road hazard on the other tires that were purchased from us as wellI immediately refunded her money being no charge for the work doneShe stated that she is not happy with the business we do at our shop, so I responded if she was not happy with the way we do things, she can consider finding service elsewhereMonday morning, *** *** came into the store early Monday stating that we did not put the spare tire away on the vehicle and was also concerned about the situation on Saturday, stating he has never had any problems at our facilityI asked him who the lady was that brought the tire in on Saturday and he told me that it was his ex-wifeI proceeded to explain to him that I felt she was very unhappy that day she came inHe responded that she is usually very impatientAt that time we both apologized to each other about the overall situationI told him that the technician that worked on the vehicle was not in until 8amBut we do not see the spare anywhere in the shopThe customer asked if there spare is not in there, will we replace it and I responded yesI talked to another tech in the shop about the spare for the vehicle and he said he helped the other tech put the spare away in the proper placeI have been a manager at this location since and have rarely experienced this sort of feedback

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.First of all, she did provide him a number of which he wrote on top of the paperwork that he processed for the tire Second of all, he called me, and I do not sound like a woman Again, I called the store prior to her leaving She was upset because she repeatedly advised him that we had road hazard and he refused to look at it for her He only checked the road hazard when I called in No, this is not resolved as he is not accepting his inappropriate behavior that started the entire incident, Had he checked as she requested when she dropped the tire off, none of this would have happened As I stated, this is not a single isolated incident with him and his attitude He clearly told her, and I clearly heard him over her telephone, to take our business elsewhere I would be happy to do so I also requested to speak with the owner, and again, we are stuck with the Manager I do not want to discuss this with him again I heard what he said to her and how he said it to her He is not the victim in this incident He treat he with total disrespect and told her to take our business elsewhere I expect a response from the ownerThank you
*** ***

I understand there has been a complaint about customer service. When the customer brought the tire into the shop to drop it off for repair, she said the information was under [redacted] name and/or file. She never gave her personal name or phone number to call when the tire was done. She...

asked how long it would be before finishing, I responded it would probably be around noon. I called the number on file and spoke with a lady to let her know the tire was repaired and ready for pick up. The customer who dropped off the tire showed up at around 1:10p.m. to pick up the tire and then I asked her if she would like for us to put the tire back on the vehicle, and she responded yes. After about 15 minutes when the vehicle was in the shop, she became upset and spoke out in a loud, unpleasant tone to "back her car off the lift she would take it home and do it faster herself." I then went out and checked on her vehicle, came back and told her they were putting her spare away and that it would be a few more minutes. She still seemed to be very unhappy at this time and complaining out loud about it taking too long to do the work. I explained to her when the vehicle was brought in that we weren't able to get to it right away because we were busy. She was again unhappy with the information I was giving her.  I had billed her out exactly 1:36 p.m. after the car was finished and pulled outside. As I was in the process of finishing her paperwork, she asked about having road hazard on her tires and I told her she did not. When I looked up her history, I saw there to be a purchase of 2 tires with road hazard, but did not see the other 2 tires in history of which she was getting 1 repaired. I proceeded and billed her out for the $25 total. [redacted] called and asked if I was sure the was no road hazard, I then looked it back up and it turns out I made a mistake and she did have road hazard on the other 2 tires that were purchased from us as well. I immediately refunded her money being no charge for the work done. She stated that she is not happy with the business we do at our shop, so I responded if she was not happy with the way we do things, she can consider finding service elsewhere. Monday morning, [redacted] came into the store early Monday stating that we did not put the spare tire away on the vehicle and was also concerned about the situation on Saturday, stating he has never had any problems at our facility. I asked him who the lady was that brought the tire in on Saturday and he told me that it was his ex-wife. I proceeded to explain to him that I felt she was very unhappy that day she came in. He responded that she is usually very impatient. At that time we both apologized to each other about the overall situation. I told him that the technician that worked on the vehicle was not in until 8am. But we do not see the spare anywhere in the shop. The customer asked if there spare is not in there, will we replace it and I responded yes. I talked to another tech in the shop about the spare for the vehicle and he said he helped the other tech put the spare away in the proper place. I have been a manager at this location since 1996 and have rarely experienced this sort of feedback.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
First of all, she did provide him a number of which he wrote on top of the paperwork that he processed for the tire.  Second of all, he called me, and I do not sound like a woman.  Again, I called the store prior to her leaving.  She was upset because she repeatedly advised him that we had road hazard and he refused to look at it for her.  He only checked the road hazard when I called in.  No, this is not resolved as he is not accepting his inappropriate behavior that started the entire incident,  Had he checked as she requested when she dropped the tire off, none of this would have happened.  As I stated, this is not a single isolated incident with him and his attitude.  He clearly told her, and I clearly heard him over her telephone, to take our business elsewhere.  I would be happy to do so.  I also requested to speak with the owner, and again, we are stuck with the Manager.  I do not want to discuss this with him again.  I heard what he said to her and how he said it to her.  He is not the victim in this incident.  He treat he with total disrespect and told her to take our business elsewhere.  I expect a response from the owner.Thank you.
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