Complaint: [redacted] I am rejecting this response because:The response from the business is not entirely accurate and ignores some important facts - The technician had already carried one open box with the boxes flaps opened upward while witnessing me carrying an open box with the flaps opening upward The flaps of the boxes were opened to such a degree that it was obvious and not at all ambiguous that the boxes were opened The technician witnessed me stack my open box on top of his open boxThe technician knew at the, very least, two of the boxes had been openedThe incident of the dropped wheel was on the technician's second trip - The boxes were NOT oriented on the truck such that the technician could pick it up a box with the open side downThe boxes were sitting vertically in the back of the truck with the open flaps of the boxes facing left (viewed from back of the truck) Please see the attachment IMAG1384.jpg In this image the box at the very top of the stack depicts how the box would have been sitting on the back of the truck when delivered to Hazel Del Tire Factory The technician was able to carry the box, with the wheel that fell, for at approximately 15-feet before the wheel fell out of the boxA different technician from inside the garage noticed the event that was about to transpire and yelled to the tech carrying the box about second before the wheel fellWhen I looked, the technician was carrying the box vertically, such that the open side was facing away from the technician, not up or down The damage was more than a scratch, it would more accurately be described as a gouge at the edge of the wheel about 4-inches long The damage was due to a simple mistakeThere was more than enough information indicating that the boxes were openThe technician was in a rush and did not pay sufficient attention to the fact that the boxes were open, which was obvious when looking at themThe tech said they were very busy, which is why I had agreed to drop off the wheels and tires to be mounted and that I could pick them up later or even the next dayI didn't ask the tech to carry any the boxes, I was perfectly fine carrying them myself Even if it was not obvious that the boxes were open, I would expect someone to take enough care of a customers property to check before picking them up and carrying them The manager had discussed the possibility of paying for repairing the wheel, but I asked for a replacementThe wheel was brand newThese wheels have a satin black finish, as such a repaired wheel requires much more care and cleaning over it's lifetime to make sure it continues to match and so later the repaired area does not later become visibleLater, the manager of Hazel Del Tire Factory called me to tell me the owner would not compensate at all and would take no responsibility for the indident I expect mistakes to happen, but I expect a business to take responsibility for their partIn this case, the business took no responsibilityThis is unfortunate, I had been purchasing tires, wheel related products, and propane from them for nearly years My replacement cost for the wheel is $+shipping Repair cost at WheelKraft NW $ Sincerely, [redacted]
Customer *** *** came into Hazel Dell Tire Factory on 1/15/*** had wheels in boxeslocated in the back of his pickup truckHe was wanting for us to mount up tires that he had on hiswheels in the back of the truckA tire tech went outside to help *** unload the wheels which were
allstacked verticallyIn the process of helping unload the wheel the tire tech was carrying the wheel fellout of the bottom end of the box*** did not inform anybody that any of the boxes were opened.The box opened from the bottom and the wheel fell from the box hitting the ground scratching theface*** said after the wheel had dropped that he had opened all the boxes after he received themfrom the manufacture to check for any damage and took pictures of each wheel before bringing to theshop here which he also had stated on his Facebook profile onlineThe wheel that was scratched wasopened on the bottom end, so the tire tech or anyone for that matter would not know if it were openedor notThe tech grabbed the box with the top facing up when he started to carry it inHad the customerinformed us that the wheel boxes had been opened or had he opened them from the correct side thewheel would have never been damaged
Complaint: [redacted]I am rejecting this response because:The response from the business is not entirely accurate and ignores some important facts.
1 - The technician had already carried one open box with the boxes flaps opened upward while witnessing me carrying an open box with the flaps opening upward. The flaps of the boxes were opened to such a degree that it was obvious and not at all ambiguous that the boxes were opened. The technician witnessed me stack my open box on top of his open box. The technician knew at the, very least, two of the boxes had been opened. The incident of the dropped wheel was on the technician's second trip.
2 - The boxes were NOT oriented on the truck such that the technician could pick it up a box with the open side down. The boxes were sitting vertically in the back of the truck with the open flaps of the boxes facing left (viewed from back of the truck). Please see the attachment IMAG1384.jpg In this image the box at the very top of the stack depicts how the box would have been sitting on the back of the truck when delivered to Hazel Del Tire Factory.
3. The technician was able to carry the box, with the wheel that fell, for at approximately 15-20 feet before the wheel fell out of the box. A different technician from inside the garage noticed the event that was about to transpire and yelled to the tech carrying the box about 1 second before the wheel fell. When I looked, the technician was carrying the box vertically, such that the open side was facing away from the technician, not up or down.
4. The damage was more than a scratch, it would more accurately be described as a gouge at the edge of the wheel about 4-5 inches long.
The damage was due to a simple mistake. There was more than enough information indicating that the boxes were open. The technician was in a rush and did not pay sufficient attention to the fact that the boxes were open, which was obvious when looking at them. The tech said they were very busy, which is why I had agreed to drop off the wheels and tires to be mounted and that I could pick them up later or even the next day. I didn't ask the tech to carry any the boxes, I was perfectly fine carrying them myself. Even if it was not obvious that the boxes were open, I would expect someone to take enough care of a customers property to check before picking them up and carrying them.
The manager had discussed the possibility of paying for repairing the wheel, but I asked for a replacement. The wheel was brand new. These wheels have a satin black finish, as such a repaired wheel requires much more care and cleaning over it's lifetime to make sure it continues to match and so later the repaired area does not later become visible. Later, the manager of Hazel Del Tire Factory called me to tell me the owner would not compensate at all and would take no responsibility for the indident.
I expect mistakes to happen, but I expect a business to take responsibility for their part. In this case, the business took no responsibility. This is unfortunate, I had been purchasing tires, wheel related products, and propane from them for nearly 15 years.
My replacement cost for the wheel is $212 +shipping
Repair cost at WheelKraft NW $151.76
Sincerely,[redacted]
Complaint: [redacted] I am rejecting this response because:The response from the business is not entirely accurate and ignores some important facts - The technician had already carried one open box with the boxes flaps opened upward while witnessing me carrying an open box with the flaps opening upward The flaps of the boxes were opened to such a degree that it was obvious and not at all ambiguous that the boxes were opened The technician witnessed me stack my open box on top of his open boxThe technician knew at the, very least, two of the boxes had been openedThe incident of the dropped wheel was on the technician's second trip - The boxes were NOT oriented on the truck such that the technician could pick it up a box with the open side downThe boxes were sitting vertically in the back of the truck with the open flaps of the boxes facing left (viewed from back of the truck) Please see the attachment IMAG1384.jpg In this image the box at the very top of the stack depicts how the box would have been sitting on the back of the truck when delivered to Hazel Del Tire Factory The technician was able to carry the box, with the wheel that fell, for at approximately 15-feet before the wheel fell out of the boxA different technician from inside the garage noticed the event that was about to transpire and yelled to the tech carrying the box about second before the wheel fellWhen I looked, the technician was carrying the box vertically, such that the open side was facing away from the technician, not up or down The damage was more than a scratch, it would more accurately be described as a gouge at the edge of the wheel about 4-inches long The damage was due to a simple mistakeThere was more than enough information indicating that the boxes were openThe technician was in a rush and did not pay sufficient attention to the fact that the boxes were open, which was obvious when looking at themThe tech said they were very busy, which is why I had agreed to drop off the wheels and tires to be mounted and that I could pick them up later or even the next dayI didn't ask the tech to carry any the boxes, I was perfectly fine carrying them myself Even if it was not obvious that the boxes were open, I would expect someone to take enough care of a customers property to check before picking them up and carrying them The manager had discussed the possibility of paying for repairing the wheel, but I asked for a replacementThe wheel was brand newThese wheels have a satin black finish, as such a repaired wheel requires much more care and cleaning over it's lifetime to make sure it continues to match and so later the repaired area does not later become visibleLater, the manager of Hazel Del Tire Factory called me to tell me the owner would not compensate at all and would take no responsibility for the indident I expect mistakes to happen, but I expect a business to take responsibility for their partIn this case, the business took no responsibilityThis is unfortunate, I had been purchasing tires, wheel related products, and propane from them for nearly years My replacement cost for the wheel is $+shipping Repair cost at WheelKraft NW $ Sincerely, [redacted]
Customer *** *** came into Hazel Dell Tire Factory on 1/15/*** had wheels in boxeslocated in the back of his pickup truckHe was wanting for us to mount up tires that he had on hiswheels in the back of the truckA tire tech went outside to help *** unload the wheels which were
allstacked verticallyIn the process of helping unload the wheel the tire tech was carrying the wheel fellout of the bottom end of the box*** did not inform anybody that any of the boxes were opened.The box opened from the bottom and the wheel fell from the box hitting the ground scratching theface*** said after the wheel had dropped that he had opened all the boxes after he received themfrom the manufacture to check for any damage and took pictures of each wheel before bringing to theshop here which he also had stated on his Facebook profile onlineThe wheel that was scratched wasopened on the bottom end, so the tire tech or anyone for that matter would not know if it were openedor notThe tech grabbed the box with the top facing up when he started to carry it inHad the customerinformed us that the wheel boxes had been opened or had he opened them from the correct side thewheel would have never been damaged
Complaint: [redacted]I am rejecting this response because:The response from the business is not entirely accurate and ignores some important facts.
1 - The technician had already carried one open box with the boxes flaps opened upward while witnessing me carrying an open box with the flaps opening upward. The flaps of the boxes were opened to such a degree that it was obvious and not at all ambiguous that the boxes were opened. The technician witnessed me stack my open box on top of his open box. The technician knew at the, very least, two of the boxes had been opened. The incident of the dropped wheel was on the technician's second trip.
2 - The boxes were NOT oriented on the truck such that the technician could pick it up a box with the open side down. The boxes were sitting vertically in the back of the truck with the open flaps of the boxes facing left (viewed from back of the truck). Please see the attachment IMAG1384.jpg In this image the box at the very top of the stack depicts how the box would have been sitting on the back of the truck when delivered to Hazel Del Tire Factory.
3. The technician was able to carry the box, with the wheel that fell, for at approximately 15-20 feet before the wheel fell out of the box. A different technician from inside the garage noticed the event that was about to transpire and yelled to the tech carrying the box about 1 second before the wheel fell. When I looked, the technician was carrying the box vertically, such that the open side was facing away from the technician, not up or down.
4. The damage was more than a scratch, it would more accurately be described as a gouge at the edge of the wheel about 4-5 inches long.
The damage was due to a simple mistake. There was more than enough information indicating that the boxes were open. The technician was in a rush and did not pay sufficient attention to the fact that the boxes were open, which was obvious when looking at them. The tech said they were very busy, which is why I had agreed to drop off the wheels and tires to be mounted and that I could pick them up later or even the next day. I didn't ask the tech to carry any the boxes, I was perfectly fine carrying them myself. Even if it was not obvious that the boxes were open, I would expect someone to take enough care of a customers property to check before picking them up and carrying them.
The manager had discussed the possibility of paying for repairing the wheel, but I asked for a replacement. The wheel was brand new. These wheels have a satin black finish, as such a repaired wheel requires much more care and cleaning over it's lifetime to make sure it continues to match and so later the repaired area does not later become visible. Later, the manager of Hazel Del Tire Factory called me to tell me the owner would not compensate at all and would take no responsibility for the indident.
I expect mistakes to happen, but I expect a business to take responsibility for their part. In this case, the business took no responsibility. This is unfortunate, I had been purchasing tires, wheel related products, and propane from them for nearly 15 years.
My replacement cost for the wheel is $212 +shipping
Repair cost at WheelKraft NW $151.76
Sincerely,[redacted]