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]
This vehicle came to our Brushy Creek store with a coolant leak. The radiator was leaking. Our shop replaced the radiator and the coolant hoses. these components are covered up warranty by any tire and service network dealer for a full 2 yrs or 24000 miles. A hose clamp did fail after the repair was...
completed and as the customer indicated was replaced free of charge. While we sincerely apologize for the inconvenience, we do feel that the customer needed a radiator and as such we will decline refunding him for this.
Customer brought vehicle to Lamb's for an alignment after performing repairs himself. Technician found that the upper strut bolts were loose, and the CV axle boot was leaking grease(please see attached photos). Customer recently replaced the struts himself, as well as the lower control...
arms. The strut bolts were loose when the vehicle arrived at our location, the grease from the cv boot is fresh indicating this concern has occurred recently possible as a result of not reassembling the axle properly when installing the lower control arms. These repairs are the responsibility of the customer as he is the owner of the vehicle. Lamb's sent the customer pictures of the concerns noted and offered to show him the concerns, but the customer declined.
Complaint: [redacted]
I am rejecting this response because: Although I appreciate the existence of the warranty, it was not a useful, appropriate, or reasonable remedy in this case. We did not know that the continuing problem was covered by the warranty from the work Lamb's performed in January. At the time we took the vehicle to the second repair shop, it was apparent that Lamb's had not fixed the problem, which could have meant that none of the work Lamb's performed was directed at the problem and therefore no warranty was involved. It was not until the second repair shop had completed its diagnostic work, with the vehicle in its shop at its location on the other side of town from Lamb's, that we were informed of the cause. In addition, at that point, it was not reasonable to have the second repair shop re-assemble the vehicle, for us to pay for the diagnostic expense and, potentially, the cost of towing the vehicle, and to return the vehicle to Lamb's so that it could install replacement parts (under the warranty) that we were told caused the problem to begin with. (In a telephone conversation following the second repair shop's work, Lamb's [redacted] said that they would have paid for the cost of the second repair shop's diagnostics as well as towing and a rental car, if necessary, but those expenses are not specified in the warranty and there is no basis for assuming that Lamb's would actually have covered them. Moreover, the [redacted]'s comments assume that they would have performed work under the warranty instead of pointing to a new cause not covered by their warranty.)
The bottom line, based on the information we received from the second repair shop and the current condition of the vehicle since its repair by the second repair shop, is that the work performed at Lamb's to solve a specific problem did not, in fact, solve that problem; and returning the vehicle to Lamb's for further work under the warranty - assuming that Lamb's had decided that the warranty even applied - would have involved expenses to us not covered by the warranty and the installation of parts that apparently would have resulted in a second unsuccessful repair for the same reason that the original repair was not successful.
Regards,
[redacted]
Customer brought vehicle into Lambs Tire and Automotive 01/04/2014 (75684 miles repair order # [redacted]). Both front axle shaft assemblies were replaced as well as the power steering rack and tie rod ends. No other concerns were noted. Customer returned to this location 06/25/2014 for an oil...
and filter change, and a light bulb was replaced (no mention of any other concerns) mileage was 81349 repair order #[redacted]. 10/08/2014 customer takes her vehicle to First Texas Honda with a complaint of noise when turning. The dealership replaced the power steering rack, both front axles. These were the same parts that Lamb's has replaced 01/04/2014.
Lamb's Tire and Automotive warrants the parts that are replaced on customer vehicle for a full 2 years or 24000 miles. This warranty is honored at any Goodyear Tire and Service network location nationwide, including Lamb's Tire and Automotive locations.This customer did not return to Lamb's Tire and Automotive, but instead took the vehicle to First Texas Honda. During the process of repair, the customer did not contact Lamb's Tire and Automotive. The customer authorized First Texas Honda to replace the parts that were replaced 01/04/2014 at Lamb's Tire and Automotive.
Lamb's Tire and Automotive did not have an opportunity to inspect the vehicle, or the parts that were deemed defective by First Texas Honda. If after inspection, Lamb's Tire and Automotive determined these parts were indeed defective, the replacement of these components would have been covered under warranty.
The customer returned to Lamb's Tire and Automotive the week of October 13, 2014, seeking reimbursement for the replacement of the parts. Store [redacted], explained to the customer that because the vehicle was not brought to Lamb's Tire and Automotive prior to repair, the repair could not be covered under the warranty. [redacted] asked the customer for the parts that were replaced. The customer informed [redacted] that they did not have the parts.
This repair may have been covered under warranty, however the customer did not return the vehicle to Lamb's Tire and Automotive and as such no refund can be provided.
Customer brought vehicle in for a state safety / emission inspection. Vehicle passed all requirements, with the exception of the tire tread depths (below 2/32nds of an inch tread depth), and one torn wiper blade. These requirements are mandated by the state of Texas. Issuing a state inspection...
certificate to a vehicle that does not meet state mandated inspection guidelines can result in disciplinary actions taken against the business, and the inspector that is performing inspections. This disciplinary action can include loss of the license to perform State Inspections as well as criminal prosecution of the individual and the business.This customer did not agree with the requirements, unfortunately these again are mandated by the State of Texas. The state also requires that customers pay for State Inspections whether the vehicle passes or Fails.Business will not be refunding fee to customer.
Customer brought vehicle in for an oil change, and vehicle was returned with a noise concern. Store personnel inspected the vehicle and found engine was full of oil, oil filter was tight and not leaking. Store personnel initially determined that the noise was emanating from the torque converter...
area, but later determined that this was not the case. Customer chose to have vehicle taken to another repair facility for inspection, and that facility determined that there was mechanical failure internal to the engine. The customer is wanting lamb's Tire and Automotive to replace the engine
Lamb's Tire and Automotive understands that this customer has rejected our reply to their complaint. Lamb's Tire and Automotive will not be offering anything further to this customer because of the reasons stated in the original reply.
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]
This vehicle came to our Brushy Creek store with a coolant leak. The radiator was leaking. Our shop replaced the radiator and the coolant hoses. these components are covered up warranty by any tire and service network dealer for a full 2 yrs or 24000 miles. A hose clamp did fail after the repair was...
completed and as the customer indicated was replaced free of charge. While we sincerely apologize for the inconvenience, we do feel that the customer needed a radiator and as such we will decline refunding him for this.
Customer brought vehicle to Lamb's for an alignment after performing repairs himself. Technician found that the upper strut bolts were loose, and the CV axle boot was leaking grease(please see attached photos). Customer recently replaced the struts himself, as well as the lower control...
arms. The strut bolts were loose when the vehicle arrived at our location, the grease from the cv boot is fresh indicating this concern has occurred recently possible as a result of not reassembling the axle properly when installing the lower control arms. These repairs are the responsibility of the customer as he is the owner of the vehicle. Lamb's sent the customer pictures of the concerns noted and offered to show him the concerns, but the customer declined.
Complaint: [redacted]
I am rejecting this response because: Although I appreciate the existence of the warranty, it was not a useful, appropriate, or reasonable remedy in this case. We did not know that the continuing problem was covered by the warranty from the work Lamb's performed in January. At the time we took the vehicle to the second repair shop, it was apparent that Lamb's had not fixed the problem, which could have meant that none of the work Lamb's performed was directed at the problem and therefore no warranty was involved. It was not until the second repair shop had completed its diagnostic work, with the vehicle in its shop at its location on the other side of town from Lamb's, that we were informed of the cause. In addition, at that point, it was not reasonable to have the second repair shop re-assemble the vehicle, for us to pay for the diagnostic expense and, potentially, the cost of towing the vehicle, and to return the vehicle to Lamb's so that it could install replacement parts (under the warranty) that we were told caused the problem to begin with. (In a telephone conversation following the second repair shop's work, Lamb's [redacted] said that they would have paid for the cost of the second repair shop's diagnostics as well as towing and a rental car, if necessary, but those expenses are not specified in the warranty and there is no basis for assuming that Lamb's would actually have covered them. Moreover, the [redacted]'s comments assume that they would have performed work under the warranty instead of pointing to a new cause not covered by their warranty.)
The bottom line, based on the information we received from the second repair shop and the current condition of the vehicle since its repair by the second repair shop, is that the work performed at Lamb's to solve a specific problem did not, in fact, solve that problem; and returning the vehicle to Lamb's for further work under the warranty - assuming that Lamb's had decided that the warranty even applied - would have involved expenses to us not covered by the warranty and the installation of parts that apparently would have resulted in a second unsuccessful repair for the same reason that the original repair was not successful.
Regards,
[redacted]
Customer brought vehicle into Lambs Tire and Automotive 01/04/2014 (75684 miles repair order # [redacted]). Both front axle shaft assemblies were replaced as well as the power steering rack and tie rod ends. No other concerns were noted. Customer returned to this location 06/25/2014 for an oil...
and filter change, and a light bulb was replaced (no mention of any other concerns) mileage was 81349 repair order #[redacted]. 10/08/2014 customer takes her vehicle to First Texas Honda with a complaint of noise when turning. The dealership replaced the power steering rack, both front axles. These were the same parts that Lamb's has replaced 01/04/2014.
Lamb's Tire and Automotive warrants the parts that are replaced on customer vehicle for a full 2 years or 24000 miles. This warranty is honored at any Goodyear Tire and Service network location nationwide, including Lamb's Tire and Automotive locations.This customer did not return to Lamb's Tire and Automotive, but instead took the vehicle to First Texas Honda. During the process of repair, the customer did not contact Lamb's Tire and Automotive. The customer authorized First Texas Honda to replace the parts that were replaced 01/04/2014 at Lamb's Tire and Automotive.
Lamb's Tire and Automotive did not have an opportunity to inspect the vehicle, or the parts that were deemed defective by First Texas Honda. If after inspection, Lamb's Tire and Automotive determined these parts were indeed defective, the replacement of these components would have been covered under warranty.
The customer returned to Lamb's Tire and Automotive the week of October 13, 2014, seeking reimbursement for the replacement of the parts. Store [redacted], explained to the customer that because the vehicle was not brought to Lamb's Tire and Automotive prior to repair, the repair could not be covered under the warranty. [redacted] asked the customer for the parts that were replaced. The customer informed [redacted] that they did not have the parts.
This repair may have been covered under warranty, however the customer did not return the vehicle to Lamb's Tire and Automotive and as such no refund can be provided.
As per the original response, lamb's will not refund the customer for the State Inspection fee.
Customer brought vehicle in for a state safety / emission inspection. Vehicle passed all requirements, with the exception of the tire tread depths (below 2/32nds of an inch tread depth), and one torn wiper blade. These requirements are mandated by the state of Texas. Issuing a state inspection...
certificate to a vehicle that does not meet state mandated inspection guidelines can result in disciplinary actions taken against the business, and the inspector that is performing inspections. This disciplinary action can include loss of the license to perform State Inspections as well as criminal prosecution of the individual and the business.This customer did not agree with the requirements, unfortunately these again are mandated by the State of Texas. The state also requires that customers pay for State Inspections whether the vehicle passes or Fails.Business will not be refunding fee to customer.
Customer brought vehicle in for an oil change, and vehicle was returned with a noise concern. Store personnel inspected the vehicle and found engine was full of oil, oil filter was tight and not leaking. Store personnel initially determined that the noise was emanating from the torque converter...
area, but later determined that this was not the case. Customer chose to have vehicle taken to another repair facility for inspection, and that facility determined that there was mechanical failure internal to the engine. The customer is wanting lamb's Tire and Automotive to replace the engine
Lamb's Tire and Automotive understands that this customer has rejected our reply to their complaint. Lamb's Tire and Automotive will not be offering anything further to this customer because of the reasons stated in the original reply.