Mavis Discount Tire

Customer visited the store in December complaining of something leaking on her vehicle. Customer works for advanced auto, she came to us with rack boots to have us install them to resolve the leak. We advised the customer verbally and on record that she would need her rack and pinions done soon. The...

only work Mavis did was to install the rack boots that she provided us. Customer returned after the boots were installed complaining of the same leak.  As a courtesy our regional offered to install the rack and pinion we had originally advised for cost only ($200). Customer didn't want to resolve the issue with the regional any further at that point and forwarded her concerns to the Attorney General. At this point, Mavis has to wait until we hear from them to take our next action. The offer of installing the rack and pinion for cost only ($200) still stands. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I was not offered a $35 credit I was offered a $50 voucher as opposed to them returning it to My credit card. I have contacted corporate multiple times and was never once advised to bring in the information from the other price for the tire. I have attached the flyer that shows the price. They also did not explain the $16 balance charge I have never been charged before. I also stated the tire was able to be fixed so they were not genuine about the need for replacement. When I spoke to Ray in corporate he stated " I have had this issue with this employee and I was just speaking to him on Monday I guess I have to go back and talk to him again". I explained I would not remain a customer for this business due to my experience I would like my $50 refund.
 
 
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Sincerely,
[redacted]

Customer's were brought out to the shop and shown what was needed upon visual inspection of their vehicle. Customer's were shown that shocks were rotted out and leaking and were also informed that the front tires were beginning to show some wear and an alignment was suggested. Customers approved all...

work. Upon visual inspection of the axles there was no evidence of grease, tears, leaks or any other signs that they were not in fine condition. Customers never mentioned to store any symptoms that would relate to poor axles either, therefore there was no reason at all to suggest they needed to be done. All work that was approved was done and the vehicle left and drove perfectly fine. A few days later the customer's axle went. It was an unfortunate coincidence, however, it was NOT due to any negligence or work done by Mavis/STS. Regional manager attempted to explain this to customer but customer did not want to accept it and became very rude and inappropriate on the phone, forcing Regional to end the conversation.  Mavis/STS apologizes for the customer's situation, however we are in no way responsible for customer's axle going. Thank you

The issue that this customer came in to our Mavis/STS location for, was addressed, the customer paid for services and left. A separate issue, unrelated to the work performed on the customer's vehicle, arose at a later time after services were completed. Mavis/STS was happy to help the customer and set up an appointment, which the customer did not keep. Thank you!

The focus of our investigation was whether or not we were responsible for mounts and isolators. Customer never mentioned damage to us before until now, so we cannot speak on that as so much time has passed and we have no way of knowing for sure where this "supposed damage to side skirts" occurred. Again, Mavis/STS is happy to honor our original courtesy offer of the customer obtaining his own mounts and isolators and we would install them free of charge. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Invoice for when Mavis/STS last serviced the tires was provided, mavis/STS should also have our customer history in their computer.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I understand that different shops have different rates of labor. Mavis has just  enclosed  a copy of the estimate from [redacted] that I already have I stated my wanting to use a repair facility of my choice. Since this doesn't resolve the concern, I'm going to contact my insurance company & let them take things from there.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Our Mavis/STS Regional Manager has reached out and spoke with this customer, and the two came to a resolution to his concerns. Thank you!

Revdex.com:At this time, I have not been contacted by Mavis Discount Tires regarding complaint ID [redacted].Sincerely,[redacted]

The manager of our Somerville location requested invoices of the services completed in 2014 and 2015 for this customer. Unfortunately, Mavis/STS along with the customer, were unable to locate any invoices under the information provided by the customer, for services completed at our location....

Mavis/STS would be happy to address this customer's concerns, but must accurately locate documentation of the customer's vehicle visiting our STS shop in 2014 and 2015. Thank you.

Mavis/STS Regional manager attempted to reach customer twice and left her two messages. The only work our location did was tires which in no way would compromise the customer's front end. Also, she was not charged anything for the tires as per our warranty policy. She was only charged for the...

balancing of the tire, a warranty for the new tire put on her vehicle and a valve stem replacement . (as it is clearly stated on the back of the customers receipt under Road hazard warranty stipulations.) The customer was not charged for any of our courtesy checks that we perform on every vehcile to ensure it is safe. We are confused as to what the customer is looking for from us. We are hoping she reaches out to the Regional manager. Thank you

The regional manager attempted to contact this customer back in teh beginning of september when the complaint was put through. The phone number the customer provided us with was ###-###-####. The regional attempted this number for days with no results. We will re-open the complaint to the regional,...

Rich, and make sure he contacts the customer via the new number provided. thank you

We advised the customer in person and on record of the rack and pinion work her car needed. She only advised us to put the rack boots she provided at that time. Unfortunately, Mavis is not responsible for the work the customer chose not to have done at the time of suggestion. We are still willing to try and help the customer as a courtesy by installing the rack and pinions at our cost ($200). Thank you

Customer is disputing the charges on his credit card. We are going to allow the customer to receive the charge back from his credit card company so that he can receive his refund. Thank you

Our Regional Manager has spoken with this customer and Mavis/STS will be sending the customer a check to cover his tire rebate. Thank you!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 My car engine is not making this much noise before and the oil drained because of fitting a damaged filter and when this issue happened, they replaced with a new filter. Untill they got back the car and fixed it, they were being to nice and once they replaced the filter they started being rude...! I clearly see there is a lot of noise from engine after this incident.
 
 
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Sincerely,
[redacted]

Customer was not forced into buying anything. The store brought the customer out to his car and showed him which parts were worn and what needed to be replaced. After the customer was shown this he agreed to the work being done. Customer is being sent a voucher in the amount of $125 as per the...

regional manager even though all work was necessary as a courtesy. Thank you

Again, our Regional Manager has attempted to reach out to this customer regarding her complaint, with no success. Multiple calls have been placed and messages have been left by our Customer Service Department along with our Regional Manager in an attempt to speak with customer. Mavis/STS would appeciate the opportunity to address this customer's concerns. Thank you!

Mavis has spoken to the franchise location in [redacted] again and they reiterated that they are not responsible for her timing belt snapping and will not be held responsible for it. They stated again that no one sped or drove her vehicle recklessly in any way. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 So this must be a normal thing nothing can be done on complete neglect and waste of time for things that should have been done right the first time and you can not do more if there is nothing done than I will be forced to making it my mission to write bad reviews and have everyone I know do the same and to put it on social media and resolve my issue this way since there is nothing you can do than you there is something  i can
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]