Mavis Discount Tire

This customer was contacted by our Regional District Manager, CarlosCarlos had the customer come back to our Utica location so we could investigate her issueIt was discovered that it was the customer's tpms that needed to be relearned so the store location performed the re-learn for the customer
free of charge and customer was satisfied with thisThank you

We offer a road hazard warranty at the time of purchase for tires that qualify for road hazardThis customer declined this warranty when it was offered to him on 1/**/when the tires were purchasedWhen customer returned on 5/**/2016, there was a clear sidewall puncture in his tire (which
falls under road hazard) which was not covered in any wayAs per policy the store replaced the tire since sidewall punctures are not considered safe to repair, and sold the customer road hazard (which he authorized) for the replacement tire onlyUnfortunately, Mavis/STS does not owe a credit of any kindthank you

Revdex.com:
complaint
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I have yet to see a credit hit my *** *** in the amount of $as per phone calls with Mavis, therefore my complaint has not been resolved.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:At this time, I have not been contacted by mavis discount tire regarding complaint ID ***.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Mavis in Carmel did not do any intensive investigation in the matter and in fact the Manager MrT*** told me that the surveillance camera at the store did not go back far enough to confirm whether I was given the right tires backHe went further and accused me of switching the tires myself. I offered to have the Mavis in *** provide evidence of the tires they unwrapped from Mavis bags being the wrong tiresTheir computer system as well the Mavis Carmel shows I had a completely different brand on those rims, the tires were NOT snow tires and they were not in any condition to be roadworthy as they was obvious cracks and tred wear on the tires the unbagged. Mavis in Carmel and their regional manager is lying and is dishonest
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint
ID# ***, and have determined that my complaint has NOT been resolved because:
Good Afternoon, I am not sure why this is being closed outAll I did was provided the receipts to the regional manager at Mavis, per his requestI have not heard anything elseThis should remain open until this is resolved. Please advise. Thank you, *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

All services that the customer authorized payment for were renderedThe customer, has never returned to any of our locations to have us re-perform any of the services under warrantyWe would be more than happy to address any issues or concerns with the services and give the customer a discounted price on his alignmentThank you!

Our Regional Manager, Tony, has left a message with the customer to schedule an appointment to come into our location so we can inspect the tires and see what resolution we can provide! Thank you

Our Regional District Manager, Tony, reached out to this customer immediately following his concernWe brought the car back and the alignment was corrected free of chargeCustomer contacted us again stating he didn't "believe" that we corrected itRegional confirmed with the customer that the
steering wheel was straight and the car was not pulling at allRegional then offered to have customer check alignment elsewhere and if he had to get it re-done we would happily reimburse himCustomer then hung up on our RegionalMavis is still happy to confirm and re-check the alignment for the customer or have him get the alignment checked elsewhere and if it was necessary to it, we would reimburse him any fees he is chargedThank you

Our rental cars are facilitated as a courtesy to the customer to use during the duration of their repairsSince this customer's repair costs far exceeded the value of the vehicle and the case has been turned over to the customer's insurance, it is their responsibility to further provide a rental carWe had extended our rental an additional week as a further courtesy so that the customer's insurance had time to send an adjuster and determine a total loss amountWe will have to close our rental 10/**/as that is the date we informed his insurance we would extend it toWe are awaiting an answer from customer's insurance and will continue to work with them on a resolutionthank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Mavis has not been cooperative at all! I want the dealership to do the workMavis will not authorize the dealership to do the work nor are they willing to give me their insurance policy number or a claim number! They refuse to place the claim with their insuranceI want them to authorize the work immediAtelyThey have the dealers contact info
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The Regional manager of this location has been trying to call *** *** at the number he provided us since we were made aware of his concernWe attempted to reach *** *** and left multiple messages on 7/*/2015, 8/**/and again today 8/**/We are happy to assist customer with his
issues if he can please contact us and let us helpWe can be reached at ###-###-####Also, the customer was given the Regional manager Rob's phone number via email, he can reach him as well

The engine noise that the customer is referring to, was present when the vehicle arrived and before any services were performed on the vehicleMavis/STS towed the customer's vehicle back to our location, performed another oil change and ran the customer's vehicle to ensure that there was no damageUnfortunately, there is nothing further for Mavis/STS to do in this situationThank you!

Our Regional manager reached out to the customer upon investigation of wheels it was determine that three of the wheels were affected by curb rashThis was determined because the cuts were old and vertical in patternThere was one wheel that the regional feels we may be responsible for, we are
willing to repair that wheel onlyThe customer will be responsible for the other threeCustomer was not happy with this resolution, but we cannot repair wheels that we did not damageThank you

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 and the matter has been resolved
Sincerely,
*** ***
Can you please tell them to send the Voucher to *** *** * *** *** *** ** *** I will not have any use for it since I am no longer going to use their business ever again

Unfortunately, this customer's vehicle's repairs far exceed the value of the carWe instructed the customer to go through his insurance and let them do a full investigationWe will be happy to work with his insurance company once their investigation is completeThank you

Mavis's Regional manager Carrissa investigated this issue extensivelyThis vehicle is not all wheel drive nor does it require of the same brand tiresThe customer did not request Michelin tires and the tire that was put on the vehicle was the correct sizeThe tire was purchased back in December
and now has over 20k miles on itIt wasnt until now that the customer had mentioned an issue because the car was a lease and the dealer was presenting an issue that all the tires werent the sameUnfortunately, the customer chose what tire she wanted and we have to abide by thatThere is nothing further we can do to assist the customer as the tire is in fine working condition and comparable for the vehicleThank you

The work we performed on this customer's vehicle was exactly what the customer requested we doAfter the customer drove for awhile his bearing went badMavis is not responsible for the customer's bearing issue however as a customer service effort we are willing to offer the customer a $voucher to go towards the repairs he needs for his vehicleThank you

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 and the matter has been resolved.Sincerely, *** ***

New invoice was created for the customer with the verbiage and details they requestedThe invoice was emailed to the customer as well as sent through standard mail in paper formThe customer is satisfiedThank you