Mangino Chevrolet

The customer came in 12/12/for a growling noise in rearWe test drove and put vehicle on a lift to check suspension Found after market wheels with low profile tires on vehicle Rear tires where cupped causing some road noise, no other problems found at that time We did not charge customer for look at vehicle on this visitCustomer came in on 1/21/for scheduled oil change and tire rotation After a phone call back from the customer looking for her lug nut key, we spoke with tech asking where he had placed lug nut key, the tech then informed us he couldn’t find lug nut key and didn’t perform tire rotation That clearly was a mistake on our part We informed the customer of what happened and gave the customer a complementary next service at no charge We had customer return with the vehicle to complete the tire rotation that did not get performed at NO charge Also the service was cover under CPO maintPlan, there was no charge to the customer Customer came in on 2/13/requesting check balance on right front tire We found wheel weights on both front wheels missing We rebalanced both front tires and charged the customer $including the taxCustomer came in 3/17/requesting both rear tires to be balanced and a front end alignment We balanced both rear tires finding each tire to be out by ½ ounce Found left rear wheel is slightly bent Brought customer from waiting room into shop to show customer 1st hand showing the bent wheel on the wheel balancerI also explained to the customer the low profile tires and rims can get bent very easily with the road conditions in our area Customer then commented that would make sense based on the road she lives on Check the alignment we found it to be in specs, we printed out alignment readings and reviewed with customer no additional adjustments are needed at this timeIn this visit the tech only removed the rear tires on the vehicle to balance them and returned the wheel back into the same place on the vehicle The front wheels where never removed from the vehicleThe services performed in this visit where performed a no chargeThe beginning of April customer called in very upset stating that we moved the bent wheel to the front of the vehicle when it was in on 3/17/ I explained that we didn’t move the wheels to the front and can prove that using our camerasResolution: Mangino Chevrolet will be issuing a check today refund the customer the $that was charged on 2/13/ As you can see from the above statements that we have tried to correct the unperformed tire rotation Our goal is to help every customer as much as we possibly can Thank you for your time Eric G [redacted] Mangino Chevrolet Inc Fixed Ops Director

The customer came in 12/12/2016 for a growling noise in rear. We test drove and put vehicle on a lift to check suspension.  Found after market wheels with low profile tires on vehicle.  Rear tires where cupped causing some road noise, no other problems found at that time.  We did not...

charge customer for look at vehicle on this visit. Customer came in on 1/21/2017 for scheduled oil change and tire rotation.  After a phone call back from the customer looking for her lug nut key, we spoke with tech asking where he had placed lug nut key, the tech then informed us he couldn’t find lug nut key and didn’t perform tire rotation.  That clearly was a mistake on our part.  We informed the customer of what happened and gave the customer a complementary next service at no charge.  We had customer return with the vehicle to complete the tire rotation that did not get performed at NO charge.  Also the service was cover under CPO maint. Plan, there was no charge to the customer.  Customer came in on 2/13/2017 requesting check balance on right front tire.  We found wheel weights on both front wheels missing.  We rebalanced both front tires and charged the customer $32.35 including the tax. Customer came in 3/17/2017 requesting both rear tires to be balanced and a front end alignment.  We balanced both rear tires finding each tire to be out by ½ ounce.  Found left rear wheel is slightly bent.  Brought customer from waiting room into shop to show customer 1st hand showing the bent wheel on the wheel balancer. I also explained to the customer the low profile tires and rims can get bent very easily with the road conditions in our area.  Customer then commented that would make sense based on the road she lives on.  Check the alignment we found it to be in specs, we printed out alignment readings and reviewed with customer no additional adjustments are needed at this time. In this visit the tech only removed the rear tires on the vehicle to balance them and returned the wheel back into the same place on the vehicle.  The front wheels where never removed from the vehicle. The services performed in this visit where performed a no charge. The beginning of April customer called in very upset stating that we moved the bent wheel to the front of the vehicle when it was in on 3/17/2017.  I explained that we didn’t move the wheels to the front and can prove that using our cameras. Resolution: Mangino Chevrolet will be issuing a check today refund the customer the $32.35 that was charged on 2/13/2017.  As you can see from the above statements that we have tried to correct the unperformed tire rotation.  Our goal is to help every customer as much as we possibly can.  Thank you for your time.  Eric G. [redacted] Mangino Chevrolet Inc.  Fixed Ops  Director