H & R Auto Radio Service

October 29, 2015To whom it concerns, This is in response to a complaint filed against H& RWe did schedule the customer's car to checkout his vehicleThe customer contacted us on different occasions to schedule the work and review what he wanted checked and/or diagnosed When the customer dropped off the car we had the details of the situation already set up in our scheduling systemWe checked in the customer's keysWe pulled the car into our garage in the late morningThe work we did was not labor intensive but took Some time because we did a couple drain tests and load test on the system to diagnose where the problem was coming from and confirm what was taking place in the vehicle and with the Security SystemThe vehicle sat in the same spot the entire time it was in our garageThe vehicle was not taken for a joy ride like the customer insinuates in their complaintThere was no reason to test drive the vehicle based on what We were checking for the customerThe vehicle was looked at throughout the afternoon to confirm what we diagnosedWhen we were finished with vehicle we backed the vehicle out of our garagefeet outside our garage the side of the driver's side rear tire blew outThe blow out was not due to any negligent activity or lack of care on H&R's partThere was nothing run over like a nail or screw on our propertyThe vehicle was left where the tire blew So we could show the customer what happenedIt is understandable that the customer is upset would be tooBut, our position on this situation is that Something was either defective on this tire or the wear tear that previously existed on this tire caused the side wall to blow outThe suspension on this vehicle was extremely low and both rear tires had wear on them from rubbing the rear fender when drivingThe damage on the rear fender the customer is referring to is on the under lip of the fender in the wheel and the spots had rust on them (rust being evident typically means the damage has been there for some time)We took pictures as well and I can forward them to youAgain, understand the customer being upset but I was never rude and disrespectful to the customerI did wait until 5:PM for the customer to returnThat was about minutes after the customer leftI had no idea what time the customer would return to get his vehicle so I did leaveWe did not abandon the carI did speak to the customer's father on the phone the following morningHe inquired what we were going to do about the carI communicated to him our position on the vehicle and the situationAgain, he was not happy with H&R's position, which I can appreciate, but I explained to him that there was nothing negligent that we did that would cause a tire blow like thisThe side of the tire blew out and the underside of the fender was previously damged and the wear marks on the side of the tire show thatAttached are pictures of the tire and fender.If you have any questions please email me back or call Sincerely, Stephen HDirector of Operations/Partner