Jack Williams Tire

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 Complaint: [redacted]
I am rejecting this response because:  I am not rejecting this latest response, I am answering the question asked by it.  I am not "looking for" anything from Williams company anymore, my last correspondence was to set the record straight for anyone who reads this complaint.  The previous response from Williams indicated that I under-inflated their tires when in fact THEY lowered the tire pressure, causing the greater wear to the outside edges of the treads; they also indicated that the tires failed because of faulty wheel alignment, though they made no attempt to check that alignment.  When I took the truck to their competitor, they checked the alignment and said it was perfect, needed no adjustment at all.  So I guess I just want it on the record that Williams sold me tires that were warranted for 70,000 miles, they only lasted 27,000 miles, and neither Williams nor the manufacturer ([redacted]) made things right.  As far as I am concerned, this should be the end of the discussion.  
Regards,
[redacted]

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 Complaint: [redacted]
I am rejecting this response because: I was in there 3 times to fix the oil leak from the pan. Also I paid to have the muffler fixed because they wouldn't give me an inspection and when I asked to see the rotted muffler they said it was thrown away. The brake line they say was leaking was never shown to me and they would not give me my car back maybe they thought I would bring it somewhere else and have it checked out and find there was no leak. I did purchase tire which I over paid and I also needed a wheel alignment which was not done and tires rotated which now they are wearing uneven and I will need to replace 2 shortly.
Regards,
[redacted]

We keep going back and forth on this.  There is not going to be a refund on the shocks, and he was advised that if he replaced the tires he would not have the noise.

Revdex.com:
 These are the words directly from the mechanic:
"The tie rod was in the wrong orientation.  The clamp on the right inner tie rod end was installed rotated straight forward so that the bolt and nut of the clamp was facing directly forward and was crashing into the idler arm. This was evident by wear marks apparent in the steel of the bolt and nut and the idler arm, cauaing dam age to the pieces. That was the loud banging noise you were hearing. We loosened the bolt, rotated the clamp 180* , recentered the two tie rod ends so that their travel wouldn't bind and retightened the clamp in it's proper, rearward location."
Please pass this along to Jack Williams and their horrible, uneducated mechanical staff.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is somewhat satisfactory to me, as I do not see them doing any better than this. While I wish they would ALSO repay me for TOWING AND LOSS OF WAGES. It will be fully satisfactory when they repay those things and get proper mechanics.
Regards,
[redacted]

The truck did come into our shop with the customer complaining that the brake pedal was going to the floor.
When the vehicle was checked the front brake pads were jammed into the front caliper hardware, bending the hardware making it then hit the brake rotors.  When the brakes were...

then applied the pads were not even hitting the brake rotor fully.  Also the right front caliper pin was sticking.The rear brakes were also installed incorrectly.  On the right rear the adjuster was off inside the brake drum and it ground into the drum and damaged the right rear brake shoe.  When the right rear brake drum was taken off the brake components fell off the vehicle and onto the floor. 
It also appeared that the wheel cylinder on the right rear was also replace, as it was different than the wheel cylinder on the left rear of the vehicle.  This truck has 2 different wheel cylinder options and when the customer installed the wheel cylinder he installed the smaller one (which was not the correct one for his vehicle).  The wheel cylinder on the left rear of the vehicle while not replaced when the other one was, now was leaking brake fluid.
After getting the customers permission to complete the visible repairs to the vehicle, we started to work on the vehicle.
Once the repairs were completed the technician took the vehicle for about 5-6 mile ride to test the brakes and see if there was still a problem with the brake pedal.  The truck braked fine and there was no problem with the pedal.
The customer was not picking the vehicle up until the following day so the vehicle was brought back and put in the garage.  When the truck was backed out in the morning, there was no problem with the brakes or the brake pedal.
The customer picked up the vehicle on Thursday morning.  He then brought the truck back that afternoon and stated that the pedal was low again.  The technician drove the vehicle to check to verify the problem and he was correct the pedal was low.  We brought the vehicle back into the shop and bled the system again and found air in the system.  We then looked up the problem for the vehicle with the manufacturer and it was suggested to bleed the brakes again this time using the ABS bleed procedure.  Before we could start to bleed the brakes using the ABS bleed procedure, the customer advised us that he had to leave, that we could not finish looking into the problem but he would be back in the morning (Friday March 27, 2015).  And he was going to leave the truck so we could finish bleeding the brakes and making sure that everything was alright.
The customer never returned so we could finish the job and look into making sure that everything was alright with the vehicle.  Our concern is that since the vehicle had incorrect parts installed, this could have caused damage to other parts that were not seen until the vehicle is driven for a while such as the master cylinder or even the abs system.  The customer was made aware of this when we found that the incorrect parts were on the vehicle, but we had to start first by correcting the work that was done incorrectly the first time, by the customer.
I don't see how the customer expects us to give him his money back after we replaced all the parts that were put on the vehicle incorrectly and also the wrong parts used on the vehicle.  We are trying to find out what is causing the air in the brake line, but this could now be because of a damaged master cylinder or even damage to the ABS system, which would have been a result of the work that was done on the vehicle prior to Jack Williams working on the vehicle.
We have tried to contact the customer to bring the vehicle back in so we could see what was wrong, but if he does not want to come back to our [redacted] location we have 29 other locations in Northeastern and Central [redacted] that he can bring the truck into for them to look at what could be causing air to get into the system.
We will not be giving the customer a refund on the work that we did to correct and repair the work that was done incorrectly to the vehicle. 
I am attaching copies of the work order, and the customers invoice for the work that was performed.

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the business is not going to move on this issue. Since Jack Williams is known to do this I am not going to keep arguing. Jack Williams and its technician knows what happen, and under omition for the technician that did the work he could not get air into the TPMS sensors, there for removing them.
Regards,
[redacted]

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 Complaint: [redacted]
I am rejecting this response because:i had to bring it to another shop to get the oil pan from leaking also I had a mechanic look at the car before I did my inspection and there was no leaks on any brake lines but when it went into ur shop its leaking.
Regards,
[redacted]

Invoice from work done ..Thank you

[redacted] has contacted me and he will be going to our Easton location to have them look at his tires.

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I have looked through the records of this customer and I do see where he came into our location on October 27, 2014 for a PA State Inspection and failed for the following reasons:
R/R Taillight...

AssemblyBoth Front Sway Bar Links were bad
Front Brake Pads - L/F was measured at 1/32 and R/F was measured at 2/32
Front Brake Rotor
Rear Brake Shoes - L/R was measured at 1/32 and R/R was measured at 1/32
He advised us that he would do the work himself, we did not even write up an estimate for the work that needed to be performed to pass inspection.  At no time do we ever try to retaliate when a makes the decision to do the work themselves.  We just advise that we will have to reinspect the vehicle once the repairs are complete to make sure that the work is completed correctly.  As far as his claim that the next morning his vehicle did not start properly and had a very rough start and idle can be any number of things from needing a tune-up to getting bad gas.  There are also numerous reasons as to why a check engine light would come on -  one being that the gas cap is not on tight enough.  And a TPMS on a tire could be that either their is low tire pressure or that it needs to be reset with the computer in the vehicle.  There is also a chance that it could have gone bad, and with a vehicle that is over 7 years old that could possibly be.  Also with the smell of burning antifreeze that could be a leak in your radiator or a hose.  Again with a vehicle that is over 7 years old hoses need to be replaced.  Jack Williams Tire and Auto Service Centers would not intentionally damage any customers vehicle because they wanted to do the work themselves.   I am also wondering why if after you left and all of these things were wrong and you suspected us doing this to your vehicle - why did you return on November 7, 2014 and purchase almost $600 worth of tires from us. 
If this customer thinks that Jack Williams Tire and Auto Service Centers is damaging vehicles just to get work or because the customer is going to do their own work, then he does not know what Jack Williams is all about.  We are a family run business, we have been in business for over 85 years.  We operate in a professional manner and commit ourselves to the highest ethical standards while focusing on the safety of our customers, the success of our stores, and the needs of our community.
I would be very interested in seeing what the garage has to say is wrong with the truck.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have...

reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
Jeffrey O[redacted]

The customer has been in our Jack Williams [redacted] location a total of six (6) times since his first visit on March 1, 2012 with his 2000 [redacted], which at that time the vehicle had 110,456 miles on the vehicle.  When he came in on March 1, 2012 he had us check for an oil leak, we...

advised that he needed to replace the oil pan.  We did the work for him, he did come back on March 13, 2012 stating that the vehicle was still leaking oil.  We checked the vehicle and found that the oil pan gasket that we put on when we replaced the oil pan had failed for some reason.  We replaced the gasket for the customer, free of charge, and he has not complained of an oil leak to us since then.  The customers third (3rd) visit to our location was on September 20, 2012.  He came in and purchased 4 [redacted] tires from us had his vehicle aligned and we also did an oil change for him.  We did not receive any complaints in regard to the tires or the work performed on this date.  The customer then comes in for the fourth (4th) time on October 16, 2012 to have us check his exhaust as he is hearing a rattling noise.  We checked the vehicle which then had 118,035 miles on it, and found that he needed a rear exhaust hanger and clamps installed to stop the rattling.  The work was completed, but we also suggested to the customer to get a muffler and tail pipe.  We did not receive any complaints in regard to this work that was performed for him.  On March 22, 2013, his fifth (5th) visit, the customer returned to have a state inspection done, along with an oil change and we at that time put on a muffler and tail pipe for the customer.  We did pass the vehicle for inspection but advised that he would need front brake pas and rotors and we also suggested front calipers due to uneven pad wear.  His brake measurements at this time were:left front 2/32
right front 5/32
left rear 3/32
right rear 3/32
the customer declined to have the brake work done at that time.   The customer then returned on July 19, 2014 for a state inspection, we did find that he needed to have his parking brake adjusted, and that a brake line had rotted and needed to be replaced.  We completed the work and passed the vehicle for state inspection.
It is the policy of Jack Williams, that we will not sell any products or repairs that are not needed for the customers vehicle.  A service advisor will explain to the customer and show them the results of the inspections, a written estimate will be presented to the customer for them to authorize before any work is performed.  All parts that are replaced on a customers vehicle will always be available for them to inspect.  We also guarantee all of the work performed on the vehicle.
I don't see where we would owe the customer a refund for any work that we performed.
I also need to bring to your attention that the information that was given by the  customer did not bring up any records for him with Jack Williams.  We had to search to find records that matched what was described by the customer.  If this is not the correct customer I would ask that you have him supply either his phone number or license plate number for the vehicle as this is the only way that we can search our system to find the correct records for our customers.
If any other information is needed from us please do not hesitate to contact me directly.
I am also going to attach for review the records for the customer.
 
Regards,
Robin D[redacted]
Jack Williams Tire Co., Inc
Customer Experience Administrator
[redacted]
Phone ###-###-####
www.jackwilliams.com

Customer claims that we installed the tie rod end wrong, bolting it into the wrong hole.  This is not possible, there are not multiple holes to install the tie rod end into.  The customer states that she took the vehicle to another location to have them repair the tie rod end that was...

installed, but can not produce any documentation to show us this.  As you can see from the attached invoice for the customer the charges for the alignment, tie rod and labor are no where near the $400 she is asking that we reimburse her for.  I am willing to reimburse her the following:
1 - L/S Outer Tie Rod End                                       $24.34
1 - Labor to install Outer Tie Rod End                    $72.00
1 - Alignment                                   �...⇄ /> Sub Total                                     �...⇄ $176.29
Tax                                      �...⇄ 10.58
Total To Be Refunded                                    ...⇄ $186.87
 
A check will be requested and sent to the customer in the next 3-5 working days.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The proper tire maintenance
such as alignment and rotation was not provided at moment of service
which I have done regularly on scheduled as recommended,  the negligence
cause the  premature ware of the tires. I have paid for tires
and expected to have proper service each time , but to pay for
negligence and poor maintenance by paying extra  money for insurance -
this was not a good deal. I have no complains about the tire quality, so I have nothing to discuss with [redacted].
Regards,
[redacted]

Jack Williams still stands behind the work that we did on the 2010 [redacted] - we did advise the customer that because of the incorrect parts that were put on the vehicle that the reason for the pedal to continue to go to the floor could either be, air in the lines, or that a master cylinder would need to be replaced or a problem with the ABS System.  If the customer would have come back the next day as he said he was going to, but didn't, and we found as [redacted] did that the master cylinder needed to be replaced.  That would have been work that he would have to pay us for in addition to the work that was already done on the vehicle.  But since [redacted]'s did it, that has no bearing on the work that we already did on the vehicle.  We will however, reduce the balance that is owed to us for all of the work that we did on the customers vehicle, by $129.85, since the customer had to have the rear drums cut by [redacted]'s.  Please see below for the balance that should be paid to Jack Williams:
$1701.19 - for work done on invoice [redacted] on 03/26/2015
      25.00 - fee for stop payment put on check for work done on invoice [redacted]
$1726.19 - balance due for work done on 2010 [redacted] on invoice [redacted] on 03/26/2015
   129.85 - cost to have drums cut at [redacted]'s
$1596.34 - current balance due from customer for work that was done on 2010 [redacted] on invoice [redacted] on 03/26/2015
 
Please be advised that the matter of the stop payment on the check is being handled by our Accounts Receivable Department and they will take this matter to the District Magistrate if necessary.  I would suggest that you contact them to settle this account as soon as possible.

We advised of the TPMS Sensors 5 months ago - your vehicle was out of our care, custody and control since you left our location, and was also in another garage at some point in time. 
 It is not our practice, regardless of what our competitor says, to remove the TPMS Sensors when we advise you there is a problem with them unless we are going to replace them with you approval.
We are not going to pay you for the sensors that you purchased.  Until there is concrete proof that we did remove them, which we did not.  There will be no compensation for your sensors.

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 Complaint: [redacted]
I am rejecting this response because:
You have to ask jack Williams one question only to see they are outright lying. If I spent all that money to get my rear shocks, rear brakes and rear rotors fixed because I had flats on my wheels , then why would I not replace the tires with flat wheels, which could've caused me to have an accident? I already spent money to fix what jack Williams told me was the problem, but NEVER advised me to replace the tires. If you look at this logically, they already told you they lied, without even admitting it. It makes absolutely no sense for me to spend so much without fixing the thing that could've caused me to have an accident. I feel that they are lying to cover their rear ends because they know they messed up. They also write refusals on the bill of sale. Nowhere on the bill of sale does it say I was told to replace tires and customer refused. I want to be refunded for the shocks I didn't need.
Regards,
[redacted]

Whenever we receive any type of complaint - phone - email - mail - Revdex.com we inform the General Manager and District Manager of the store, along with the Williams Family.  The General Manager and District Manager work with myself to review the complaint.  If you have information from another garage/mechanic to suggest that something has been tampered with then we would be interested in seeing this also if you have instances of the same thing happening to others we welcome that as we can try to investigate further to see if there is a pattern.

When the customer came into our [redacted] location on April 11, 2014 to purchase 4 tires for his 2010 [redacted], we advised him that he should get 4 new TPMS Sensors as they are all corroded.  We also advised that 1 of the sensors was not reading, I have attached all the paperwork from...

the customers visit that day.  Also we noted that the TPMS light was on when the vehicle was brought into the garage and prior to the work performed on the vehicle.  After 5 months, the customers comes back to us stating that he does not have any sensors, and he was told by a repair shop that they have been removed.  When we change tires we do not remove the stems with the sensors, we reset them if they can be or advise that new sensors need to be purchased or replace.  I know that this is going to be a back and forth thing with us saying that we don't remove the sensors and the customer saying that we did.
Also in reviewing the owners manual for a 2010 [redacted] it does state that the TPMS light would be on as 1 of the sensors was not reading but according to the owners manual there would also be a chime if there were no TPMS Sensors (see this information in the attachment).  The customer states that there was just the light on and never mentioned a "chime" noise to alert him that there was no TPMS Sensors.
With the amount of time that has gone between the time the tires were replaced and the complaint from the customer, I don't see that anyone can say for sure that we removed the sensors.  As I said before I can see that this is just going to be a "he said - she said" type of complaint.
Please let me know if there is anything else that is needed.
Regards,
Robin D[redacted]
Jack Williams Tire Co., Inc
Customer Experience Administrator
[redacted]
Phone ###-###-####
Fax ###-###-####
www.jackwilliams.com