Mountain View Equipment

To whom it may concern, I response to customer complaint *** made by *** *** of Malone, I would like to say on behalf of Mountain View Equipment that customer satisfaction is our number one priority. Thank you for the information provided by ***We would like to
resolve this issue first by stating the process in which the presented events occurred. This was my first encounter with *** *** as a customer and she was very kind and pleasant to work with. She dropped off a tractor tire and stated to me that the tire had leaked fluid and it needed to be repaired and reloaded with ballast fluidThe fluid that leaked out was liquid calcium chloride, and the rust damage on the rimcaused by this corrosive calcium chloride solution was clearly visibleI explained to her the process of what would need to be done to the tire so that it doesn't leak againI recommended we put an inner tube in the tire as it did not have one, and then reload the tire with windshield washer fluidWindshield washer fluid is the current accepted replacement for calcium chloride, as it will not cause corrosion damage to the rimIt was also explained to *** that the rim would need to be repaired if there are internal rust spots, or else the inner tube would get punctured by the blistering rust spots caused by the calcium*** agreed to have the tire fixed after knowing what it may entail.Upon separating the tire from the rim, it was evident that the rim would need to be sanded down and painted to get rid of numerous sharp rust spots that would damage an inner tubeWork on this repair took longer than asimple tube install and fluid ballast reload due to the rust damage caused by the calciumThis work was necessary to salvage the rimWe would have been negligent installing a tube without properly preparing thisrim. The exact technician labor time total was hours x our shop rate of $per hour = $When there are no rust complications, our labor charge to install a tube($40) and reload a tire of this size ($60),is$based on hoursParts charges, shop supplies such as sanding discs and paint used during the repairs, and NY taxes would be in addition to the labor chargesThe actual time spent repairing the rim rust was hour($64.00) which was the only part of the repair unable to be estimated prior to beginning the workAs the labor was higher than originally estimated due to the rust damage, I chose not to charge *** for the ballast fluid, which would have totaled an additional $plus NY tax based on gallons x $per gallon, as a discount to her.The total charge to *** was $after the discount of $for the ballast fluid and related tax which I did not charge to her. To directly address ***'s written issues: Atube is necessary and proper to repair a leaking tire without replacing tire and/or rim***'s tire had no tube as evidenced by the fact the calcium chloride was in constant contact with the rim which caused the rust and led to the leak which she brought the tire in to us forIt is not possible to install a tube without separating the tire from the rim so the tube can be installedThe "difficulty with the rim" mentioned was the fact that it needed rust repair prior to installing a tubeThe tire had to be fully removed from this rim to repair and repaint the rim. Our Technicians and Service Managers are paid hourly, not "by the job".In order to resolve this matter, our Corporate Aftermarket Manager Brian *** called ***, and met with her at her house on 5/24/While we feel the repair and charges were proper, as *** did not expect therepair to include the rim repair costs Brian *** offered *** $in store credit in the interest of both addressing her concerns and retaining her as a valued customer of Mountain View Equipment*** acceptedthis offer, and said she was satisfied with Brian's explanation and the resolution of this matter. Again, I would like to say that the experience with *** from start to finish was very pleasant and she seemed very happy upon receipt of her repaired tireI was truly surprised to receive notice of a concern from your office regarding this repair and was glad we could resolve these concerns to her satisfaction. Christopher *** Service Manager Malone