Complaint: [redacted] I am rejecting this response because: It is absolutely ridiculous for me to have driven such a short distance and be in need of another alignmentI was out of state and was unable to come and allow you to inspect my vehicleI did not offroad the vehicleI drove all highway miles which are known to be the easiest of allYou are not providing me with any reason why the tie rod bolts were loosePlease, explain that to meHow is it that a few days after leaving your shop my tie rod bolts were loose and my alignment was off over an inch? If you can come up with any reasoning that makes sense, please enlighten me This is the way I see itPower steering gearbox does not effect the toe of the front wheelsTie rod maintains toeTie rod bolts were looseTherefore, the toe was free to move out of tolerance I provided all of my receipts and other information to your shop when I last visitedYou have no idea what condition my tires were in or are inYou do however know that they were within tolerance to perform an alignmentAfter your alignment FAILED my tires were no longer in tolerance to perform another alignmentAt that point I needed to purchase new tires prematurely due to the FAILED alignment causing excessive wear on my tires I have used your services for other repairs to my vehicles and was planning to continueYou are choosing to lose a long term customer and others all because you are being hard nosedA $gift certificate is horrendousI provided you with my honest hard earned money and have been repaid with the opposite Regards, [redacted]
KWIK LUBE AND SERVICES
*** *** *** ***
Killeen, Texas
Re: ***
Thank you for bringing more information to my attentionAs ASE certified mechanic Steering Gearbox is connected with inner and outer tie rods ends and works with hydraulic fluids
Source of the problem is following:
1. You have to never given us opportunity inspect and resolve any work related issue before making any repair, we did not have opportunity to inspect any of your claim nor do our insurance company
2. We have strong disclaimer in your invoice clearly states “ WE WARRANTY OUR WORKMANSHIP, WORK DONE ELSE WHERE WILL NOT BE HONOR”
3. HERE IS PICTURE OF TIPICAL STEERING SYSTEM
Time to time tie rod has hydraulic oilAnd get damage over time and has to be replaceYou run over curve alignment will go offNot after 30,to 40,Simple running your car off road can have alignment problem
4. As stated earlier, you are need of alignment before this issue
5. Your tire was not new when you came to shop
6. If you have insurance and got in accident you don’t go make repair and hand your insurance company a bill and asked them to pay itRather make claim and have adjuster come out look at it and then they will adjust itOur warranty through insurance company they requirement are sameIf there is problem with our work it needs to be report to us which in turn we will report to insurance company to investigate and adjust accordingly
I do not know, if we had any liability at all from all the information you provided without inspecting the incident before the repair were madeAt this time we cannot do that because you took up on yourself to repair it without prior or any authorization from us to repair; if any deficiency due to our workmanshipTherefore, I have nothing batter to offer you then $Gift certificate.Truly,*** ***
Director Operation
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
We will accept the complimentary oil change
Regards,
*** ***
Re: ***
*** ***
Thank you for bring this to my attentionAfter I carefully investigation
allegation made in this complaintWe were unable to assign liability on our part for following reasons:
1. There was documentation on invoice that Steering Column /Gear were leakingWhich is essential part of alignment component and tie rods are part of leaking system of the component which hold toe
2. Customer did authorize us to repair such leaking parts at time of alignment
3. As you know driving one trip as it alleged trip would not cause tire to ware outRather, it will take weeks or months for off align tire to ware, it warring processAlignment was off prior to us working on it, which were main reasons it need alignmentHow much mileage were driven of this miles trip before notice such issue?
4. There was no incident reported to us prior to making such repairIf he did we would able to have insurance company investigate such claims
5. There is clearly note on invoice that reads “we guarantee our work, however work done elsewhere will not be honor”
6. Tire rotation, balancing, has nothing to do with alignment
Customer retuned to shop and asked for money back on alignment and shop manager decline after investigating claimsDue to above reference mattersI must say I am agreeing with manager finding
However, all I can offer is $Gift certificate for any inconvince that has cause in this matter
Truly,
*** ***
Director operation
concern:
Thank you for bring this matter to my attention. These matters have been resolved with consumer in 06/03/2015, when Consumer has called various store to find me. I have offered them free oil change on next service at any one of our location. Which consumer accepted. I DON’T THINK THIS IS EVEN CONSIDER LEGITIMANT COMPLAIN FOR FOLLOWING REASEON: 1. We did not ask them to bring car in for oil change or state inspection. Nor do any of our employees recommend these services to them. Rather he came in asking for oil change and state inspection. 2. As you know there is no longer inspection sticker that goes on your windshield instead we give you piece of paper that state you have inspection done and report to state. We have no way knowing that you had inspection and oil change done two or three days ago (NO STICKER). We cannot void inspection even it was done few time in month. 3. There are some people want their oil change done in few days after they go over on oil change to flush out their engine this way because of the overdue on oil change or slugged in motor. We do offer engine flush for $100.00, but customer think changing oil back to back will flush their engine. This is misleading, changing oil back to back may remove some slugged, but not all it would with engine flush chemical. 4. There is no way for us to pull their car history that they had oil change done three days ago. WE ARE NOT OBLIGATED TO PULL CAR FAX ON EVERYCAR or CHECK THEIR MAINTANCE HISTORY. We use ESM for servicing customer car with Carfax. Which CARFAX takes 7-10 days after service is preformed to update their database. So we may not have this car recent service on database of carfax. 5. When customer comes to lube center lots of them have uses CARFAX to do service review and recommend service based on their history in database. But that would be after oil change and other work is completed then they do rest of checking and make recommendation based on what they see.... But we did not made any recommendation for oil change or state inspection in question. 6. Husband and wife called and talk with various owner and manager of Kwik Family stores from Grand Prairie to Killeen. Each store are individually owned and operated and most have different POS system. Some uses sage, all-data, isi, esm, there is dozen of these POS out there. They are not same store to store.
MANAGER ON DUTY OFFERED THEM $10.00 REFUND ON OIL CHANGE AND $7.00 REFUND ON INSPECTION. She was there to accept this but threatened manager on duty about complaining to Revdex.com and driving business away, etc. At that point manager said go and complaint to Revdex.com even know she agree to take this money as resolution but still want complain even know shop have done nothing wrong by providing services that were asked for. Shop have no knowledge of that her daughter had these services done three days ago.
I would say if someone going to take your car gets some work done they are obligated to tell owner hey by the way these is what I have done to your car. Why is it shop responsibility? And you can make request for shop is under no obligation to give you anything for your mistake.
ONCE AGAIN WE HAVE OFFER CONSUMER FREE OIL CHANGE AT ANY OF OUR LOCATION as resolution to this incident. I have no better thing to offer then what boing offer and accepted by consumer. We have not done anything wrong this is courtesy offer and I will not be able to response to this incident any further to Revdex.com or any advocate group for Consumer. Since, I don’t even consider a legitimate complaint.
Truly,
[redacted] Director Operation.
Re: [redacted]
[redacted]
Thank you for bring this to my attention. After I carefully investigation allegation made in this complaint. We were unable to assign liability on our part for following reasons:
1. There was documentation on invoice that Steering Column /Gear were leaking. Which is essential part of alignment component and tie rods are part of leaking system of the component which hold toe.
2. Customer did authorize us to repair such leaking parts at time of alignment.
3. As you know driving one trip as it alleged 2000 trip would not cause tire to ware out. Rather, it will take weeks or months for off align tire to ware, it warring process. Alignment was off prior to us working on it, which were main reasons it need alignment. How much mileage were driven of this 2000 miles trip before notice such issue?
4. There was no incident reported to us prior to making such repair. If he did we would able to have insurance company investigate such claims.
5. There is clearly note on invoice that reads “we guarantee our work, however work done elsewhere will not be honor”.
6. Tire rotation, balancing, has nothing to do with alignment.
Customer retuned to shop and asked for money back on alignment and shop manager decline after investigating claims. Due to above reference matters. I must say I am agreeing with manager finding.
However, all I can offer is $50.00 Gift certificate for any inconvince that has cause in this matter.
Truly,
[redacted]
Director operation.
Complaint: [redacted]
I am rejecting this response because:
It is absolutely ridiculous for me to have driven such a short distance and be in need of another alignment. I was out of state and was unable to come and allow you to inspect my vehicle. I did not offroad the vehicle. I drove all highway miles which are known to be the easiest of all. You are not providing me with any reason why the tie rod bolts were loose. Please, explain that to me. How is it that a few days after leaving your shop my tie rod bolts were loose and my alignment was off over an inch? If you can come up with any reasoning that makes sense, please enlighten me.
This is the way I see it. Power steering gearbox does not effect the toe of the front wheels. Tie rod maintains toe. Tie rod bolts were loose. Therefore, the toe was free to move out of tolerance.
I provided all of my receipts and other information to your shop when I last visited. You have no idea what condition my tires were in or are in. You do however know that they were within tolerance to perform an alignment. After your alignment FAILED my tires were no longer in tolerance to perform another alignment. At that point I needed to purchase new tires prematurely due to the FAILED alignment causing excessive wear on my tires.
I have used your services for other repairs to my vehicles and was planning to continue. You are choosing to lose a long term customer and others all because you are being hard nosed. A $50 gift certificate is horrendous. I provided you with my honest hard earned money and have been repaid with the opposite.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
1. A leaking power steering gearbox is unrelated to loose tie rod bolts. Also, a leaking power steering gearbox does not effect alignment. It could only have an effect on the assistance provided to the other steering components when turning. Loose tie rod bolts have a direct effect on the toe of a tire.
2. My mileage documented on the receipt provided by your shop was 241,495. At the time when the second set of repairs were completed my vehicle had 243,959 miles according to another receipt from another shop. Your tire alignment lasted 2,464 miles. A tire alignment typically lasts 30,000 to 40,000 miles. My vehicle had no major part failures or other problems that would have lead to an unsatisfactory alignment other than the loose tie rod bolts. My vehicle had no steering issues prior to the alignment provided by your shop at 241,495 miles. My vehicle has not had any issues since 243,959 miles when the second set of repairs were received by a different shop. Since 243,959 miles, I have driven well beyond 2,464 miles without any issues.
3. The alignment was over an inch off which is huge in terms of alignment. Due to the, grossly unsatisfactory, alignment caused by the loose tie rod bolts, my tires had worn prematurely to the point that they would no longer provide a point of accuracy for the second alignment. This required that I purchase another pair of tires, prematurely.
4. I am not asking you to guarantee another shops work. I have not had any issues with work provided by other shops. Only the work your shop provided me. I am asking you to lighten the financial burden placed upon my shoulders by the negligence of your shop.
I do not think that the point has come across that this negligence provided key details of an extremely dangerous scenario for myself, passengers, and those around this vehicle. Most of the driving this vehicle performed was at highway speeds from 241,495 miles to 243,959 miles. A failure of a steering component at those speeds could be lethal. I should have been able to trust the work performed by your shop. Luckily, I was able to identify the issue before it grew into a possibly catastrophic situation. I feel like a paid you to ruin my vehicle.
A $50 gift certificate is less than a tenth of the costs I incurred, related to this negligence. Not to mention this would require me trusting your business with my vehicle again, at some point. That is not going to happen.
Regards,
[redacted]
Complaint: [redacted] I am rejecting this response because: It is absolutely ridiculous for me to have driven such a short distance and be in need of another alignmentI was out of state and was unable to come and allow you to inspect my vehicleI did not offroad the vehicleI drove all highway miles which are known to be the easiest of allYou are not providing me with any reason why the tie rod bolts were loosePlease, explain that to meHow is it that a few days after leaving your shop my tie rod bolts were loose and my alignment was off over an inch? If you can come up with any reasoning that makes sense, please enlighten me This is the way I see itPower steering gearbox does not effect the toe of the front wheelsTie rod maintains toeTie rod bolts were looseTherefore, the toe was free to move out of tolerance I provided all of my receipts and other information to your shop when I last visitedYou have no idea what condition my tires were in or are inYou do however know that they were within tolerance to perform an alignmentAfter your alignment FAILED my tires were no longer in tolerance to perform another alignmentAt that point I needed to purchase new tires prematurely due to the FAILED alignment causing excessive wear on my tires I have used your services for other repairs to my vehicles and was planning to continueYou are choosing to lose a long term customer and others all because you are being hard nosedA $gift certificate is horrendousI provided you with my honest hard earned money and have been repaid with the opposite Regards, [redacted]
KWIK LUBE AND SERVICES
*** *** *** ***
Killeen, Texas
Re: ***
Thank you for bringing more information to my attentionAs ASE certified mechanic Steering Gearbox is connected with inner and outer tie rods ends and works with hydraulic fluids
Source of the problem is following:
1. You have to never given us opportunity inspect and resolve any work related issue before making any repair, we did not have opportunity to inspect any of your claim nor do our insurance company
2. We have strong disclaimer in your invoice clearly states “ WE WARRANTY OUR WORKMANSHIP, WORK DONE ELSE WHERE WILL NOT BE HONOR”
3. HERE IS PICTURE OF TIPICAL STEERING SYSTEM
Time to time tie rod has hydraulic oilAnd get damage over time and has to be replaceYou run over curve alignment will go offNot after 30,to 40,Simple running your car off road can have alignment problem
4. As stated earlier, you are need of alignment before this issue
5. Your tire was not new when you came to shop
6. If you have insurance and got in accident you don’t go make repair and hand your insurance company a bill and asked them to pay itRather make claim and have adjuster come out look at it and then they will adjust itOur warranty through insurance company they requirement are sameIf there is problem with our work it needs to be report to us which in turn we will report to insurance company to investigate and adjust accordingly
I do not know, if we had any liability at all from all the information you provided without inspecting the incident before the repair were madeAt this time we cannot do that because you took up on yourself to repair it without prior or any authorization from us to repair; if any deficiency due to our workmanshipTherefore, I have nothing batter to offer you then $Gift certificate.Truly,*** ***
Director Operation
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
We will accept the complimentary oil change
Regards,
*** ***
Re: ***
*** ***
Thank you for bring this to my attentionAfter I carefully investigation
allegation made in this complaintWe were unable to assign liability on our part for following reasons:
1. There was documentation on invoice that Steering Column /Gear were leakingWhich is essential part of alignment component and tie rods are part of leaking system of the component which hold toe
2. Customer did authorize us to repair such leaking parts at time of alignment
3. As you know driving one trip as it alleged trip would not cause tire to ware outRather, it will take weeks or months for off align tire to ware, it warring processAlignment was off prior to us working on it, which were main reasons it need alignmentHow much mileage were driven of this miles trip before notice such issue?
4. There was no incident reported to us prior to making such repairIf he did we would able to have insurance company investigate such claims
5. There is clearly note on invoice that reads “we guarantee our work, however work done elsewhere will not be honor”
6. Tire rotation, balancing, has nothing to do with alignment
Customer retuned to shop and asked for money back on alignment and shop manager decline after investigating claimsDue to above reference mattersI must say I am agreeing with manager finding
However, all I can offer is $Gift certificate for any inconvince that has cause in this matter
Truly,
*** ***
Director operation
06/09/2015 To: Whom may it...
concern:
Thank you for bring this matter to my attention. These matters have been resolved with consumer in 06/03/2015, when Consumer has called various store to find me. I have offered them free oil change on next service at any one of our location. Which consumer accepted. I DON’T THINK THIS IS EVEN CONSIDER LEGITIMANT COMPLAIN FOR FOLLOWING REASEON: 1. We did not ask them to bring car in for oil change or state inspection. Nor do any of our employees recommend these services to them. Rather he came in asking for oil change and state inspection. 2. As you know there is no longer inspection sticker that goes on your windshield instead we give you piece of paper that state you have inspection done and report to state. We have no way knowing that you had inspection and oil change done two or three days ago (NO STICKER). We cannot void inspection even it was done few time in month. 3. There are some people want their oil change done in few days after they go over on oil change to flush out their engine this way because of the overdue on oil change or slugged in motor. We do offer engine flush for $100.00, but customer think changing oil back to back will flush their engine. This is misleading, changing oil back to back may remove some slugged, but not all it would with engine flush chemical. 4. There is no way for us to pull their car history that they had oil change done three days ago. WE ARE NOT OBLIGATED TO PULL CAR FAX ON EVERYCAR or CHECK THEIR MAINTANCE HISTORY. We use ESM for servicing customer car with Carfax. Which CARFAX takes 7-10 days after service is preformed to update their database. So we may not have this car recent service on database of carfax. 5. When customer comes to lube center lots of them have uses CARFAX to do service review and recommend service based on their history in database. But that would be after oil change and other work is completed then they do rest of checking and make recommendation based on what they see.... But we did not made any recommendation for oil change or state inspection in question. 6. Husband and wife called and talk with various owner and manager of Kwik Family stores from Grand Prairie to Killeen. Each store are individually owned and operated and most have different POS system. Some uses sage, all-data, isi, esm, there is dozen of these POS out there. They are not same store to store.
MANAGER ON DUTY OFFERED THEM $10.00 REFUND ON OIL CHANGE AND $7.00 REFUND ON INSPECTION. She was there to accept this but threatened manager on duty about complaining to Revdex.com and driving business away, etc. At that point manager said go and complaint to Revdex.com even know she agree to take this money as resolution but still want complain even know shop have done nothing wrong by providing services that were asked for. Shop have no knowledge of that her daughter had these services done three days ago.
I would say if someone going to take your car gets some work done they are obligated to tell owner hey by the way these is what I have done to your car. Why is it shop responsibility? And you can make request for shop is under no obligation to give you anything for your mistake.
ONCE AGAIN WE HAVE OFFER CONSUMER FREE OIL CHANGE AT ANY OF OUR LOCATION as resolution to this incident. I have no better thing to offer then what boing offer and accepted by consumer. We have not done anything wrong this is courtesy offer and I will not be able to response to this incident any further to Revdex.com or any advocate group for Consumer. Since, I don’t even consider a legitimate complaint.
Truly,
[redacted] Director Operation.
Re: [redacted]
[redacted]
Thank you for bring this to my attention. After I carefully investigation allegation made in this complaint. We were unable to assign liability on our part for following reasons:
1. There was documentation on invoice that Steering Column /Gear were leaking. Which is essential part of alignment component and tie rods are part of leaking system of the component which hold toe.
2. Customer did authorize us to repair such leaking parts at time of alignment.
3. As you know driving one trip as it alleged 2000 trip would not cause tire to ware out. Rather, it will take weeks or months for off align tire to ware, it warring process. Alignment was off prior to us working on it, which were main reasons it need alignment. How much mileage were driven of this 2000 miles trip before notice such issue?
4. There was no incident reported to us prior to making such repair. If he did we would able to have insurance company investigate such claims.
5. There is clearly note on invoice that reads “we guarantee our work, however work done elsewhere will not be honor”.
6. Tire rotation, balancing, has nothing to do with alignment.
Customer retuned to shop and asked for money back on alignment and shop manager decline after investigating claims. Due to above reference matters. I must say I am agreeing with manager finding.
However, all I can offer is $50.00 Gift certificate for any inconvince that has cause in this matter.
Truly,
[redacted]
Director operation.
Complaint: [redacted]
I am rejecting this response because:
It is absolutely ridiculous for me to have driven such a short distance and be in need of another alignment. I was out of state and was unable to come and allow you to inspect my vehicle. I did not offroad the vehicle. I drove all highway miles which are known to be the easiest of all. You are not providing me with any reason why the tie rod bolts were loose. Please, explain that to me. How is it that a few days after leaving your shop my tie rod bolts were loose and my alignment was off over an inch? If you can come up with any reasoning that makes sense, please enlighten me.
This is the way I see it. Power steering gearbox does not effect the toe of the front wheels. Tie rod maintains toe. Tie rod bolts were loose. Therefore, the toe was free to move out of tolerance.
I provided all of my receipts and other information to your shop when I last visited. You have no idea what condition my tires were in or are in. You do however know that they were within tolerance to perform an alignment. After your alignment FAILED my tires were no longer in tolerance to perform another alignment. At that point I needed to purchase new tires prematurely due to the FAILED alignment causing excessive wear on my tires.
I have used your services for other repairs to my vehicles and was planning to continue. You are choosing to lose a long term customer and others all because you are being hard nosed. A $50 gift certificate is horrendous. I provided you with my honest hard earned money and have been repaid with the opposite.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
1. A leaking power steering gearbox is unrelated to loose tie rod bolts. Also, a leaking power steering gearbox does not effect alignment. It could only have an effect on the assistance provided to the other steering components when turning. Loose tie rod bolts have a direct effect on the toe of a tire.
2. My mileage documented on the receipt provided by your shop was 241,495. At the time when the second set of repairs were completed my vehicle had 243,959 miles according to another receipt from another shop. Your tire alignment lasted 2,464 miles. A tire alignment typically lasts 30,000 to 40,000 miles. My vehicle had no major part failures or other problems that would have lead to an unsatisfactory alignment other than the loose tie rod bolts. My vehicle had no steering issues prior to the alignment provided by your shop at 241,495 miles. My vehicle has not had any issues since 243,959 miles when the second set of repairs were received by a different shop. Since 243,959 miles, I have driven well beyond 2,464 miles without any issues.
3. The alignment was over an inch off which is huge in terms of alignment. Due to the, grossly unsatisfactory, alignment caused by the loose tie rod bolts, my tires had worn prematurely to the point that they would no longer provide a point of accuracy for the second alignment. This required that I purchase another pair of tires, prematurely.
4. I am not asking you to guarantee another shops work. I have not had any issues with work provided by other shops. Only the work your shop provided me. I am asking you to lighten the financial burden placed upon my shoulders by the negligence of your shop.
I do not think that the point has come across that this negligence provided key details of an extremely dangerous scenario for myself, passengers, and those around this vehicle. Most of the driving this vehicle performed was at highway speeds from 241,495 miles to 243,959 miles. A failure of a steering component at those speeds could be lethal. I should have been able to trust the work performed by your shop. Luckily, I was able to identify the issue before it grew into a possibly catastrophic situation. I feel like a paid you to ruin my vehicle.
A $50 gift certificate is less than a tenth of the costs I incurred, related to this negligence. Not to mention this would require me trusting your business with my vehicle again, at some point. That is not going to happen.
Regards,
[redacted]