Moto Tire USA

Initial Business Response /* (1000, 5, 2015/07/28) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@nomartirechanger.com
Dear Revdex.com,
The customer first...

brought us a wheel and tire back in December 29, 2014 in order to have the tire dismounted so that he could have the wheel powder coated by a third party. We did not charge him for the dismounting as he was an existing customer and planned to return to have a new tire mounted once the powder coating of his wheel was finished.
On January 6, 2015, the customer returned to have a tire mounted on his newly powder coated wheel. The tire provided by the customer was an automotive tire and not a motorcycle tire. We informed the customer that it was unsafe and inappropriate to mount an automotive tire on a motorcycle wheel for use on the public streets. The customer agreed and signed a waiver holding us harmless from any claims resulting from the mounting of an automotive tire on a motorcycle wheel.
At the time the tire was mounted which 41psi was documented that we had filled it to, the customer was advised that due to the differences between how automotive and motorcycle tire beads seat to the wheel, combined with the application of powder coat on the bead sealing surface of the wheel that he may have issues with the tire holding air. The customer accepted the wheel and tire with this understanding. We did not mount the tire and wheel to the customer's motorcycle; he apparently did so himself.
On July 17, 2015 customer came in to have us put the Wheel and Tire combination on his bike. Later that day he called to report that his tire had lost air pressure. We advised him to return with the wheel and tire so we could further investigate the cause and possible solution. He agreed to return with the wheel and tire. He never did so...
On July 18, 2015, the customer returned with a tire only, no wheel. The customer stated that he didn't "trust" us to inspect the wheel and tire combination. There were indications on two places on the bead of the tire of crimping by a pneumatic tire machine.
This tire never looked this way when it was in our service department. All of the tire changers used at MotoTireUSA, LLC are manual in design and do not use any pneumatic or motorized components. Had the tire displayed these marks when we began to mount the tire, we would have noted it on the customer's invoice which is our common practice. No such notation was made, and the technician who mounted the tire states that there were no such marks on the tire when he mounted it.
As the customer did not bring in the wheel and tire combination, we have no ability to determine what caused the loss of air, or if the tire he brought back to show us was even the tire we originally mounted to the wheel. We are curious as to what really happened to his motorcycle rim as he refused to bring that in as well.
Ultimately the customer is responsible for the failure of the tire and wheel combination to hold air due to his insistence against experienced advice that an automotive tire be mounted on a motorcycle wheel. While we were willing to work with the customer to determine the cause of the air loss and possible remedies, he deprived us of the ability to satisfy him by only bringing in an un-mounted tire with marks we are 100% confident are impossible for our tire changers to have made. As the customer apparently has a friend with a pneumatic tire changing machine whom he trusts to mount and dismount his tires, it is probably best for the customer to have his friend take care of his future tire mounting and dismounting.
As the customer signed a waiver holding us harmless for any issues relating to the installation of an automotive tire on a motorcycle wheel, we regretfully can not issue him a refund for the legitimate expenses he incurred. He received the services that he paid for and then some. As a gesture of goodwill, we offered to order the customer an appropriate motorcycle tire at a substantial discount which would have resulted in a savings exceeding the amount of the refund he is demanding, however the customer declined and left our store in a rage and using inappropriate language to members of our staff.
With regard to the customer's statement regarding his previous issue with wheel bearings, as the customer stated we acknowledged the error by our technician and promptly provided the customer with a refund. As is the common practice of many businesses, we only fund our checking account with those amounts necessary to cover the drafts written on any given business day, and on the day he received his refund check we had already made a transfer to cover the day's drafts and the cut-off time for making an additional transfer had already passed so we advised him that he would have to wait until the next day to cash his refund check. The previous issue is resolved and moot however the customer apparently felt it necessary to bring it up in an effort to besmirch our reputation. Mr [redacted] brought us a bag of bearing parts some came from his bike and some did not. FYI ONLY TWO bearings go on one wheel NOT four.
Please find enclosed with this letter his Invoice and waiver that he signed. If you have any further questions please feel free to call me.
Sincerely,
[redacted] XXX-XXX-XXX