Mountain View Tire & Service, Inc.

Initial Business Response /* (1000, 6, 2015/08/03) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@mountainviewtire.com
Mr. Bernal [redacted] Ca XXXXX
July 22, 2015
Dear Mr. [redacted],
I am in receipt of your letter...

requesting $2,899.71 for the repairs to your Jeep. I assume that you feel Mountain View Tire is accountable for these repairs. While I'm very sorry this has happened to your vehicle, I do not agree that we are responsible. Three and a half months and 1,256 miles have passed [redacted] we serviced your Jeep last. If we would have not properly torqued the lug nuts, the wheel would have come loose right away. We have a torque program in place to prevent loose wheels from happening and have a stellar record in the aforementioned policy. All the wheels on your Jeep were torqued to 100 foot pounds of pressure. There are many other variables that can cause the lug nuts to sheer off and cause the problem that you had. Although we have a very pro-customer company policy; we feel we do not have any financial responsibility for what happened.
Respectfully,
[redacted]
Vice President
Initial Consumer Rebuttal /* (3000, 8, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mountain View Goodyear Tire Company nearly killed me....You did not torque the tires! Your companies comment that if not properly torqued the wheels would have loosened right away. NOT TRUE! I am just a grandmother not a expert, but WHEELS do not just fall off. This is just common sense!!! The repair mechanic that repaired our vehicle said that some of the other wheels were loose and could have also sheared off... A wheel DOES NOT JUST fall off after 1256 miles or 3 months unless your company did not properly torque the wheels. All drivers go many thousands of miles and we do not see a lot of wheels just FALL OFF on the freeway. If not properly torqued it would take a constant back and forth and stress on the wheel over time to shear off all of the lugs. There was not one lug on that tire! Please tell me what the OTHER VARIABLES are ?? .....Our repair papers from you DID NOT have the torqued box checked....It was a COPY of your work sheet...Get real....WHEELS DO NOT JUST FALL OFF. Your company nearly killed my husband and myself and probably 5 or 6 other drivers on that freeway. Your company is negligent and you know it. Your owe us is $2899.71

We have sent a check to Ms. [redacted] in the full amount requested. $680.00.

Initial Business Response /* (1000, 5, 2016/03/08) */
Contact Name and Title: [redacted] VP
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@mountainviewtire.com
[redacted] our district manager has been in contact with Mr. [redacted] and we have addressed his concerns. I do believe at this time...

Mr. [redacted] has accepted our sincerest apologies, a refund for the requested amount as well as an additional $200 future store credit.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/16) */
Good afternoon [redacted],
I am writing this on behalf of [redacted]. He received your letter dated March 9, 2016.
As the resolution reads in the letter, District Manager [redacted] contacted [redacted] directly and was empathetic and met resolve. [redacted]'s resolution was as the letter stated with one exception. [redacted] was happy [redacted] was proactive and followed through. [redacted] in fact return the amount of the final charge of $395.10. [redacted] is satisfied with that. [redacted] also mentioned a $200.00 gift card for future store credit would be issued. The $200.00 gift card/future store credit has not yet shown up.
[redacted] was prompt and very understanding. [redacted] was very happy at how quickly [redacted] took care of this issue. [redacted] in fact said, "I would not have even charged you for the final $395.10 in the first place."
Thank you,
Sincerely,
[redacted], on behalf of [redacted] does not have an email account)

Initial Business Response /* (1000, 5, 2016/03/09) */
Contact Name and Title: [redacted] VP
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@mountainviewtire.com
I believe the consumer may have the wrong company. I could not find any matching documentation with the above referenced name...

[redacted] in our files. I need more information in order to research. What location, address, city did Mr. [redacted] go to? I tried to call the consumer at the number given, however nobody answered and I was unable to leave a message. I need the Revdex.com's help in order to resolve the situation.
Initial Consumer Rebuttal /* (3000, 8, 2016/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Absolutely hilarious and a bold face Lie! The supposedly owner and District Manager called me this morning Thursday March 10th and threatened me with reficulous demands that in return were extremely extremely disrespctul and Mob like. The supposed owner also stated he was going to start as of today impounding our vehicle with a daily impound fee. Buyers and shoppers beware of this viscious scamming Good Year Tire Shop. The truck truck is currently being held hostage at Mountain Mountain View Tire in Ventura next to Macy's under my name [redacted] 2003 White Ford Expedition Eddie Bauer. I am now going to speak with corporate at Good Year and not these disrespectful scam artists at mountain view tires!
Final Business Response /* (4000, 10, 2016/03/18) */
The truck is not being held hostage. The customer broke down in our parking lot from Colorado and we offered to help. The customer has since been offered to pick up his vehicle for free. We will not charge the customer for any work performed. We are not willing to meet the customers demands of hotel fees and pain and suffering. Your wheel practically fell off in our parking lot because of a bad bearing. That's not our fault. We agreed verbally on a $350 estimate for the repairs. You then declined the work after it had been done. You then were trying to sell the truck to another party in our parking lot. Very strange turn of events. It is my final offer; come pick up your vehicle and there is no charge for the work performed.

Review: DEPORTATION OFFICER [redacted] WENT TO THE ABOVE NAMED LOCATION TO HAVE SOME ROUTINE MAINTENANCE ON HIS GOVERNMENT ASSIGNED VEHICLE PERFORMED. OFFICER [redacted] WANTED THE TRANSMISSION FLUID CHANGED AS WELL AS THE COOLANT EXCHANGED, AND THE FRONT BRAKE PADS CHANGED. OFFICER [redacted] CONTACTED MYSELF FOR APPROVAL ON THE AMOUNT OF ABOUT $300.00. OFFICER [redacted] WAS TOLD AFTER AN INITIAL INSPECTION THAT HE ALSO NEEDED NEW ROTORS BUT DUE TO THE COST INCREASE HE TOLD THE SERVICE TECH THAT HE WOULD HAVE TO GET AUTHORIZATION AND HAVE IT DONE ON ANOTHER DAY. OFFICER [redacted] WAS NOT GIVEN A WRITTEN ESTIMATE PRIOR TO LEAVING THE FACILITY. OFFICER [redacted] LEFT HIS VEHICLE AT THE REPAIR FACILITY TO RETURN THE NEXT DAY TO FIND OUT THAT THE ROTORS HAD BEEN CHANGED ON THE VEHICLE EVEN THOUGH HE SAID HE DID NOT WANT THEM DONE. THIS BROUGHT THE TOTAL TO $736.90, THIS IS AN AMOUNT THAT WOULD HAVE HAD TO BEEN APPROVED BY THE APPROVING OFFICIAL IN WASHINGTON D.C. PRIOR TO THE WORK BEING PERFOMRED . THIS COST AMOUNT WAS NOT AN APPROVED EXPENSE BY THE U.S. GOVERNMENT. OFFICER [redacted] WAS NOT SURE WHAT HE SHOULD DO SO HE PAID THE BILL WITH HIS GOVERNMENT ISSUED FLEET CARD AND REPORTED THE INCIDENT TO MYSELF. I THAN REPORTED THIS TO MY SUPERVISOR, AND HE REPORTED IT TO HIS SUPERVISOR IN WASHINGTON D.C.Desired Settlement: REFUND FOR THE UNAUTHORIZED WORK, THAT WAS PERFOMRED TO THE VEHICLE.