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Kerr Tire & Automotive

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Kerr Tire & Automotive Reviews (2)

Review: I had a computer replaced in my van and it had to be reprogrammed. A week and a half to 2 weeks later the van broke down again, I called Kerr Tire and they refused to help me out. The part was under warranty so eventually a local garage made arrangements to exchange the part but [redacted] at Kerr tire said their labor and work was not guaranteed. The reason the car broke down was because the person working for Kerr Tire who reprogrammed my new part and charged me over $100 put in the wrong VIN number for my car so it wasn't programmed correctly. I feel they should program it again correctly but they refuse to do it. I do not have the money to have it programmed by someone else and pay for it when I paid them to program it correctly in the first place. I have been hung up on several times. I have been lied to. I can't get anyone to return my phone calls. I paid over $500 to have this part replaced and programmed only to drive no more than 2 weeks. I have been in contact with an attorney who said I should take them to small claims court but I am hoping this will resolve the matter. I would like them to pay to have someone at the garage where I live and where I had my van towed to to program it as I have no way of getting it back to them.Desired Settlement: I would like a refund on the programming price which is over $100, I think it was $127.

Business

Response:

On Friday April 11th, I received a phone from [redacted], a friend of Ms. [redacted]'s, concerning Ms. [redacted]s vehicle. She stated that Ms. [redacted]s computer failed after a week and a half and that a shop in her area stated that it was due to the Electronic control module (engine computer) being improperly programmed. I advised [redacted] that improper programming will not burn out a computer or cause it to fail, it just won't let the engine run, or run correctly.

Ms [redacted] then contacted me and stated that her paperwork shows the incorrect Vehicle Identification number and that was how she and the shop knew we programmed it incorrectly. I requested that Ms. [redacted] get her repair shop to send me a receipt showing that improper programming caused the computer to fail.

On Monday, April 14th, I contacted our vendor who does all of our reprogramming of automotive control units, he advised that he inputs reprogramming information from the Vehicle Identification plate on the vehicles dash, and that information is only for options the vehicle may have, that the engine control module may need input from. There has never, in his experience, been an instance where information input into the computer has burned out or physically damaged an engine computer. A copy of his written statement will be sent to the Revdex.com for their files.

On Tuesday April 15th, I spoke with Ms. [redacted] and again requested that she get her repair shop to please fax me a copy of an invoice stating that our improper programming caused the computer to fail. At this time, I have not received any documentation.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have had the garage fax a statement stating that putting the wrong VIN number in would make the computer burn out. I have spoken with another garage (Woods garage) who said that each number of the VIN number represents something on the car. If a number on the VIN in put in wrong it could lock the security out or cause any number of problems. No one said it burned the computer out. This shop ran a diagnostic test before putting the computer in so nothing else was detected wrong with the car priior to putting the computer in. I am working on getting other garages to get statements to me as well but most places will not because they have to go through legal systems to do something like this. Obviously putting the wrong VIN number in a computer has to have some affect on it or they wouldn't need to use the VIN number at all.

Business

Response:

I consider this matter Closed. Attached is a copy of the refund check.

Consumer

Response:

I accept the refund check for the programming of the computer. I have been in touch with the current garage and they are going to reprogram the computer, however the also said that depending on what they find when they run a diagnostic test Kerr tire should have found the problem when they ran a diagnostic so I would like to wait to close this matter to see if they indeed ran a diagnostic test that I was charged for. I should know in a few days.

Review: I bought tires from this company several years ago; they offer free rotation with the purchase. They told me the ball joint on my vehicle was bad. I have all maintenance work done on my vehicle by a [redacted] mechanic since my vehicle is under a power-train warranty. My mechanic told me there was NOTHING wrong with the ball joint. I chose to ignore Kerr at the time. I received a follow-up card saying it was dangerous to drive my vehicle because of the ball joint. I ignored, figured an incompetent mechanic. I went in today for a tire rotation, and I was given a sheet saying I needed 3 repairs over the price of $300.00. I confronted the VP because my vehicle had had an oil change and complete inspection the WEEK BEFORE. No repairs were needed!! They did not ask for nor were given permission to look at anything mechanical on my vehicle. The VP was rude and actually snatched the sheet from my hands. He backed me up out of his office because he did not want someone to hear what I had to say. Quite frankly, I feel discrimination because I am a female in the over-60 category! Are men given fabricated repairs? Either way, this should be a criminal offense. Check their Facebook reviews; some people actually made the repairs!Desired Settlement: I am entitled to free tire rotation according to their contract. I REFUSE to enter this store, and I certainly would NOT let one of their mechanics touch my vehicle again! (again, see reviews, some people had vehicle damage) I request that my tire rotations be done at [redacted] with Kerr Tire reimbursing me for the service. The VP refused this offer when I presented this to him in the store on July 23, 2014. I stated I would file a complaint with Revdex.com, and he basically said go ahead. I would also like a formal apology from him for his rude behavior, and, in my opinion, a blatant display of discrimination!

Business

Response:

The customer entered the office voicing displeasure over items found on a routine vehicle inspection. Kerr Tire, as well as many other automotive repair shops, perform basic inspections as a courtesy to our customers, to keep them up to date and informed about the condition of their vehicles. On this customers vehicle, there were 3 recommendations for service. These recommendations were made based on the age,mileage and condition of the vehicles fluids/parts and are intended to keep the vehicle in peak operating condition. There were NO repair requirements noted. The customer is correct, we did the inspection with out consent. we have since changed our procedure and our staff will now advise all customers prior to completing the check. Thank you.

The customer was asked to step out of the office and into the customer waiting area, as a courtesy to the executive Vice President (a woman, over 50) who was on a phone call and could not hear over the elevated voice being used by the customer.

The paperwork which was grabbed out of my hands, was in fact, the technicians work order, which I was attempting to read. It is normally kept on file,with a copy of the finalized repair order, and contains his notes and recommendations.

There is no "contract" for free tire rotations. We do them as a courtesy to our customers who purchase tires from us. My offer still stands, we will continue to provide no charge rotations only, to this customer and will do nothing more, with out the consent of the customer.

I sincerely apologize if this customer felt they were treated in a rude or discriminatory manner. As the brother of 5 sisters, all business owners, and professionals, 2 daughters, both, medical professionals and who spends all day working with, and for a woman, I had no intention of conveying that.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

The business did NOT get my permission to look at anything mechanical on my vehicle. I stated to the man at the desk that I was there ONLY for a routine tire rotation. All mechanical work must be done by the dealership in order to maintain the power-train warranty. The work order mentioned fluids being topped off. This was done the week before, and no fluids should have been added to my vehicle without my consent, which would NOT have been given. Are you aware that work orders have to be signed before the work is done at other businesses? They ONLY do what is asked, unless they find a problem which is thoroughly discussed before any action is taken. The CUSTOMER receives the paper work!! Here is a recommendation for you; you need to take a class in Business Law.

Your description of my vehicle depicts it as old and worn mechanically. A [redacted], certified mechanic deemed it had NO mechanical problems the week before. One of the recommendations was to change the power steering fluid because it was dirty. A power-train warranty covers the transmission, so why would a [redacted] dealership NOT make such a recommendation when they will have to replace the transmission for free if anything goes wrong while I own the vehicle!! I would like to see the credentials of your mechanics? If they are NOT [redacted] certified, they should NOT be touching anything mechanical on the vehicle!! They were to rotate the tires only!

I noticed nothing was addressed about the supposed defective ball joint; could that be because it was already ruled out as incorrect, therefore, simply fabricated to see if the customer was "stupid" enough to fall for your illegal tactics and a costly, totally unnecessary repair. I know this is illegal, and there are organizations who investigate such complaints. If you refuse to cooperate, this will be pursued.

As for my "elevated" voice, I have EVERY RIGHT to speak as I see fit, especially when I see an injustice in action, and especially since this was the THIRD time you came up with fabricated repairs.

You said verbally and it is in your advertising that you rotate and balance the tires for free if purchased at your location! This is a contract, or are you saying your word isn't good enough? I WILL NOT enter the premises of your so- called business in the future, but I have a RIGHT to have the tires rotated without incompetent people working on my vehicle. I maintain that you pay for the tires to be rotated at my dealership; I will send a copy of the work order and you will reimburse me for the work. This is the ONLY outcome acceptable to me!

I saw no mention of an apology. I do FEEL I was discriminated against both as a female and an older woman. There are laws and organizations to protect against both of those categories of discrimination, and if the solution I have offered is not met, I will NOT HESITATE to pursue all avenues.

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Description: TIRE DEALERS, AUTO REPAIR & SERVICE, AUTO PARTS & SUPPLIES-USED & REBUILT, AUTO PARTS & SUPPLIES-NEW, AUTO INSPECTION STATIONS

Address: 18537 Forest Road, Lynchburg, Virginia, United States, 24502

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