Moreno Beach Pool Service

Dear [redacted],This letter is regarding ID# [redacted].My name is [redacted] dba Tire Express. I will preface this response by stating that I have been in the retail tire business for 41 years and am considered to be an expert on lug nuts, wheel studs, cross threading, and the galling of...

threaded fastners.I have read [redacted] complaint on a Yelp review dated October 28, 2015 stating that she had spent $700 in repairs, and another complaint dated November 4, 2015 to Revdex.com (Revdex.com) stating she had spent $380. This discrepancy raises red flags, but I believe the latter to be correct.It is in nobody's best interest to drag this issue through the mud from 400 miles apart. I spoke with [redacted], the mechanic from ERJ Auto Repair in Las Vegas (phone #[redacted]). He told me that whoever tried to remove that wheel stud with a 1000 degree torch did more harm than good, and he is right. The rotor should have been removed away from the bearings and rubber oil seals. [redacted] sent me a picture (enclosed) of a non-Tire Express employee doing just that, burning her left front rotor, which is a major error in judgement on his part.| honestly do not know if we even touched the left front wheel, but we did install and balance three used tires, as opposed to the 4 tires she claimed she bought. We use torquesticks to ensure propertorque on every passenger's vehicle. It is very unlikely, but possible, we could have over torqued a lug nut. As a Customer Service gesture, we have attempted to resolve this issue by making a generious offer to [redacted] to reimburse her for two wheel studs and one hour of shop labor not to exceed $150. She refused.With 41 years of experience, I know that BMW, Volkswagon, and Mercedes vehicles all use a very unique 6 point 17 mm metric stud/ lug nut that can not be compromised with anything else but the correct socket. My suspicion is that [redacted] called Roadside assistance to put on her spare tire and they probably did not have the correct specialized 6 point 17 mm socket. They, instead, probably used a 12 point 5/8 or 11/16 socket that rounded the 6 point of the metric lug nut, making it very difficult to remove. I have seen this happen time and time again.Regardless of what might have happened, Tire Express is 100% ready and willing to allow Revdex.com to consider all the facts and determine a fair and equitable resolution for both parties. Please see attached documentation previewing the communication between our General Manager and [redacted].We have been working with [redacted] and want to retain her business. We have asked her politely to remove negative comments about Tire Express from the social media. The bottom line is that as a tire dealer, our goal is to make our customers our most valued partner.Regards,[redacted] Tire Express (858)837-0017