Household Appliance, Kitchen, and Cabinet Dist.

Initial Business Response / [redacted] (1000, 5, 2016/09/27) */ We appreciate the opportunity to respond to this concernWhen re-balancing a tire it is not necessary to remove the valveThe valve should not have been disturbed during the last service timeWe see there was an issue with the tire light coming on after the serviceThe valve / TPMS may have been disturbed at the time the air was checked by the customerTPMS sensor issues are not uncommonWe apologize for the original need to return for balance and for the untimeliness of the sensor issueWe believe the sensor issue was unrelated to the original problem we solved for the customerHowever we recognize the concern from the customer and understand the need for better communication/understanding between our business, customers, and the industry on components that affect operation of vehiclesOur goal is to provide customer service that will satisfy the customerIf refunding the customer will satisfy the customer we are willing to do that and would appreciate the opportunity to explain how the TPMS system works and what can affect itWe have successfully satisfied customers over our years in business and our goal is to reach a solution to this issue that will benefit the customer as well as retain the customer's business for future needsWe would appreciate the customer contacting the store again to resolve this issueThank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm well aware of how the TPMS worksThus why I called I has neveranever touched my vehicle to cause the issue, it was an issue when I left the business after having tires replaced, and coming back to have it addressed it was still not completely fixedIf the business takes pride in their service they should talk with their employee so better service is offered in this situationFor over years I had come there, and referred many peopleI will contact them for the tpms credit on my [redacted] card, and with the receipt for [redacted] fixing their issue Final Consumer Response / [redacted] (4200, 16, 2016/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The original complaint was vibrationMy sensor light was not on at the time I brought it back to be correctedUpon leaving the sensor light was on due to the repairI " assumed" it was because the employee failed to put the appropriate air pressure in the tireWhen I inspected the low tire I seen it was brokeThey're the only ones who touched my car to cause thisI returned again explaining that and was told well you touched it! Not our fault! Causing a [redacted] chargeThe light never went offThe valve kit was damaged while they replaced it on another tire as well causing another [redacted] charge they failed to see when looking againIt's explained previouslyAgain, this is due to the employees negligenceRefund itMy car will not be coming back to reeves and I will not ever go there againI'll stick with [redacted] They fixed the light issue your business caused, and they were not rude like [redacted] wasThanks Final Business Response / [redacted] (4000, 13, 2016/10/06) */ We are sorry we were unable to reach acceptance from the customer regarding their complaintWe appreciate the customer will be contacting us in regard to how we said we would satisfy her claim, but also so we can clarify the original complaint and their responseThe first return was said to have been due to a wheel balance and not a tpms light at that timeSo there is some confusion as to the customer's second responseWe will be happy to communicate with the customer to seek resolution of understanding the situation as well as satisfy our original responseWe appreciate our customer's and their feedback and are always interested in working to obtain customer satisfaction within a sense of understanding between the customer and our businessThank you

Initial Business Response /* (1000, 5, 2016/09/27) */
We appreciate the opportunity to respond to this concern. When re-balancing a tire it is not necessary to remove the valve. The valve should not have been disturbed during the last service time. We see there was an issue with the tire light...

coming on after the service. The valve / TPMS may have been disturbed at the time the air was checked by the customer. TPMS sensor issues are not uncommon. We apologize for the original need to return for balance and for the untimeliness of the sensor issue. We believe the sensor issue was unrelated to the original problem we solved for the customer. However we recognize the concern from the customer and understand the need for better communication/understanding between our business, customers, and the industry on components that affect operation of vehicles. Our goal is to provide customer service that will satisfy the customer. If refunding the customer will satisfy the customer we are willing to do that and would appreciate the opportunity to explain how the TPMS system works and what can affect it. We have successfully satisfied customers over our 38 years in business and our goal is to reach a solution to this issue that will benefit the customer as well as retain the customer's business for future needs. We would appreciate the customer contacting the store again to resolve this issue. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2016/09/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm well aware of how the TPMS works. Thus why I called I has neveranever touched my vehicle to cause the issue, it was an issue when I left the business after having tires replaced, and coming back to have it addressed it was still not completely fixed. If the business takes pride in their service they should talk with their employee so better service is offered in this situation. For over 10 years I had come there, and referred many people. I will contact them for the tpms credit on my [redacted] card, and with the receipt for [redacted] fixing their issue.
Final Consumer Response /* (4200, 16, 2016/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The original complaint was vibration. My sensor light was not on at the time I brought it back to be corrected. Upon leaving the sensor light was on due to the repair. I " assumed" it was because the employee failed to put the appropriate air pressure in the tire. When I inspected the low tire I seen it was broke. They're the only ones who touched my car to cause this. I returned again explaining that and was told well you touched it! Not our fault! Causing a [redacted] charge. The light never went off. The valve kit was damaged while they replaced it on another tire as well causing another [redacted] charge they failed to see when looking again. It's explained previously. Again, this is due to the employees negligence. Refund it. My car will not be coming back to reeves and I will not ever go there again. I'll stick with [redacted]. They fixed the light issue your business caused, and they were not rude like [redacted] was. Thanks
Final Business Response /* (4000, 13, 2016/10/06) */
We are sorry we were unable to reach acceptance from the customer regarding their complaint. We appreciate the customer will be contacting us in regard to how we said we would satisfy her claim, but also so we can clarify the original complaint and their response. The first return was said to have been due to a wheel balance and not a tpms light at that time. So there is some confusion as to the customer's second response. We will be happy to communicate with the customer to seek resolution of understanding the situation as well as satisfy our original response. We appreciate our customer's and their feedback and are always interested in working to obtain customer satisfaction within a sense of understanding between the customer and our business. Thank you.