Ken's Tire, Ltd.

As Ms [redacted] explained, her vehicle got an oil change with tire rotation in our shop; when our tech performed the oil change and tire rotation, he also performed a visual inspection of the vehicle and under his judgment the vehicle was in good conditions and needed no extra recommendations, as his filed inspected sheet shows, if something was needed we are sure he would have recommended itThe problem on Ms [redacted] brakes is not related to the oil change or tire rotation that we performed; as I explained to her on my call, she drove more than Smiles without a problem, within those miles several conditions might have worn the brake pads, like the excessive usage of brakes that is required on the San Antonio to Dallas corridor, strong unexpected usage of brakes, brakes usage habits also could have left the emergency brake on which is one of the first reasons pads wear in an dramatic wayMs [redacted] was informed that we are not responsible for something we didn't service we also told her that she could call the warranty protection number that she was provided with which is free to all of our customers to expose her experience to see if they could help in anyway and she elected not toMs [redacted] mentioned that by doing this she wants to protect more people from men like us, well, those words are sensitive and offensive, we have more than years serving an average of 2,vehicles per year and our main mission is to professionally maintain our customers cars and one proof of it is the warranty that we offer of 24k miles or months on our services nationwideOur resolution is that we can't be responsible for a brake service that we didn't perform

The check number # [redacted] from Broadway bank was approved and sent to cover the expense of the hotel roomThis decision does not change our position; we firmly believe that our technician did not suggest a brake service because they still had life and several circumstances could have reduced the life of the pads within the driven mileageBased in our customer service principles and as a courtesy to our customer we agreed to help her with that expense

As Ms*** explained, her vehicle got an oil change with tire rotation in our shop; when our tech performed the oil change and tire rotation, he also performed a visual inspection of the vehicle and under his judgment the vehicle was in good conditions and needed no extra recommendations, as his
filed inspected sheet shows, if something was needed we are sure he would have recommended itThe problem on Ms*** brakes is not related to the oil change or tire rotation that we performed; as I explained to her on my call, she drove more than Smiles without a problem, within those miles several conditions might have worn the brake pads, like the excessive usage of brakes that is required on the San Antonio to Dallas corridor, strong unexpected usage of brakes, brakes usage habits also could have left the emergency brake on which is one of the first reasons pads wear in an dramatic wayMs*** was informed that we are not responsible for something we didn't service we also told her that she could call the warranty protection number that she was provided with which is free to all of our customers to expose her experience to see if they could help in anyway and she elected not toMs*** mentioned that by doing this she wants to protect more people from men like us, well, those words are sensitive and offensive, we have more than years serving an average of 2,vehicles per year and our main mission is to professionally maintain our customers cars and one proof of it is the warranty that we offer of 24k miles or months on our services nationwide. Our resolution is that we can't be responsible for a brake service that we didn't perform

Mr*** car was in on 9/9/in we found a bad tire rod on right front due to high miles both were recommendedCustomer was informed and shown worn steering partPart was orderedIt took about hours for part to come from across townPart was inspected and was right partPart was
installed and alignment was done to Lexus scCustomer was informed and shown tire ware pattern and we recommended to change it (right front)He declined due to his days off. The struts where shown for leaks and causes alignment issues. Customer stated he will return for those repairsTire rotation was not performed because he said he had new tires although tire ware was addressedAlso this is the number (***) and name ( *** ) of the manager from Advance Auto Parts where we got the Tie Rod end fromPart number #*** Repair Order# *** If further info is needed please don’t hesitateRegards, *** ***

Complaint: ***
I am rejecting this response because: There are no new tie rods on my car I have seen them myself there is nothing new about them I am willing to take photos of them if needed, and no one showed me anything on my car on that first visit, I left the shop and returned after I called and was told my car was ready.On my second visit I was shown my tires only I could not tell the difference whether they were warped or not but I went to Discount Tire to check them and they checked out ok I bought those tires on may 26,I have the receipt the problem with the wheel alignment started with in the last days
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I never asked them to be responsible for a brake service they did not performLet's be clear on thatI am asking them to be responsible for the quality of service they did perform. I took my car in for an oil change and other maintenance checks are included with that serviceMy contention has always been that their tech missed or misjudged the condition of the rear brake pads in his visual inspectionThis error led to my having to stay overnight in Missouri to have brake pads and rotors replacedI'll repeat here that the mechanics there told me one of the things you look for is brake pad condition when rotating tiresIn their opinions driving miles would not have resulted in the metal on metal condition they saw on my car if the brake pads had been in decent condition when I left San AntonioI believe the comment in their response about driving habits, traffic and leaving on the emergency brake is just a distraction from the real issueAlso their response states I didn't call the warranty protection numberI did call that number while my car was being fixedThe agent explained the services covered and mine was not one of themHe recommended I call Ken's Auto's corporate headquartersInstead, I chose to deal directly with Ken's Auto. In my first phone call the service manager said he'd check into it and call me back by the end of the day ( that was on a Thursday)On the next Tuesday I called to follow up and the service manager said he had spoken to the tech and a letter of reprimand was in his fileTheir response states under the tech's judgement all was in good condition in his visual inspectionThen why was he reprimanded, and more puzzling why tell me he was reprimanded? Being in business years is noteworthy but doesn't guarantee mistakes aren't made. In their response they say my words are "sensitive and offensive "Perhaps they need to reflect on their behaviorWhat I call insensitive and offensive is only calling back once and leaving a voicemail in response to my numerous calls and two emails over a period of four weeksHowever if my complaint results in more attention being paid to routine maintenance checks then one of my goals has been accomplishedThe other goal is to be reimbursed for the motel in Missouri, and their service charge.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I never asked them to be responsible for a brake service they did not performLet's be clear on thatI am asking them to be responsible for the quality of service they did perform.
I took my car in for an oil change and other maintenance checks are included with that serviceMy contention has always been that their tech missed or misjudged the condition of the rear brake pads in his visual inspectionThis error led to my having to stay overnight in Missouri to have brake pads and rotors replacedI'll repeat here that the mechanics there told me one of the things you look for is brake pad condition when rotating tiresIn their opinions driving miles would not have resulted in the metal on metal condition they saw on my car if the brake pads had been in decent condition when I left San AntonioI believe the comment in their response about driving habits, traffic and leaving on the emergency brake is just a distraction from the real issueAlso their response states I didn't call the warranty protection numberI did call that number while my car was being fixedThe agent explained the services covered and mine was not one of themHe recommended I call Ken's Auto's corporate headquartersInstead, I chose to deal directly with Ken's Auto.
In my first phone call the service manager said he'd check into it and call me back by the end of the day ( that was on a Thursday)On the next Tuesday I called to follow up and the service manager said he had spoken to the tech and a letter of reprimand was in his fileTheir response states under the tech's judgement all was in good condition in his visual inspectionThen why was he reprimanded, and more puzzling why tell me he was reprimanded? Being in business years is noteworthy but doesn't guarantee mistakes aren't made.
In their response they say my words are "sensitive and offensive "Perhaps they need to reflect on their behaviorWhat I call insensitive and offensive is only calling back once and leaving a voicemail in response to my numerous calls and two emails over a period of four weeksHowever if my complaint results in more attention being paid to routine maintenance checks then one of my goals has been accomplishedThe other goal is to be reimbursed for the motel in Missouri, and their service charge.
Regards,
*** ***

As Ms*** explained, her vehicle got an oil change with tire rotation in our shop; when our tech performed the oil change and tire rotation, he also performed a visual inspection of the vehicle and under his judgment the
vehicle was in good conditions and needed no extra recommendations, as his filed inspected sheet shows, if something was needed we are sure he would have recommended itThe problem on Ms*** brakes is not related to the oil change or tire rotation that we performed; as I explained to her on my call, she drove more than Smiles without a problem, within those miles several conditions might have worn the brake pads, like the excessive usage of brakes that is required on the San Antonio to Dallas corridor, strong unexpected usage of brakes, brakes usage habits also could have left the emergency brake on which is one of the first reasons pads wear in an dramatic wayMs*** was informed that we are not responsible for something we didn't service we also told her that she could call the warranty protection number that she was provided with which is free to all of our customers to expose her experience to see if they could help in anyway and she elected not toMs*** mentioned that by doing this she wants to protect more people from men like us, well, those words are sensitive and offensive, we have more than years serving an average of 2,vehicles per year and our main mission is to professionally maintain our customers cars and one proof of it is the warranty that we offer of 24k miles or months on our services nationwide. Our resolution is that we can't be responsible for a brake service that we didn't perform

The check number # *** from Broadway bank was approved and sent to cover the expense of the hotel roomThis decision does not change our position; we firmly believe that our technician did not suggest a brake service because they still had life and several circumstances could have reduced the life of the pads within the driven mileageBased in our customer service principles and as a courtesy to our customer we agreed to help her with that expense

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Although the response is worded that this action is a courtesy and not their responsibility, after six weeks I'm ready to accept this offerThank you for your help
Regards,
*** ***-***

Mr*** car was in on 9/9/in we found a bad tire rod on right front due to high miles both were recommendedCustomer was informed and shown worn steering partPart was orderedIt took about hours for part to come from across townPart was inspected
and was right partPart was installed and alignment was done to Lexus scCustomer was informed and shown tire ware pattern and we recommended to change it (right front)He declined due to his days off. The struts where shown for leaks and causes alignment issues. Customer stated he will return for those repairsTire rotation was not performed because he said he had new tires although tire ware was addressedAlso this is the number (***) and name ( *** ) of the manager from Advance Auto Parts where we got the Tie Rod end fromPart number #*** Repair Order# *** If further info is needed please don’t hesitateRegards, *** ***