Thank you for bringing your experience to our attention We apologize for the situation you encounteredWe did an extensive investigation and identified a miscommunication between the technician and salesperson on your first visit to our facility The second visit addressed the miscommunication and we replaced the two tires at no charge Every auto service at our facilities is captured on video and we were able to watch the video and confirm that the wheels were balanced according to standard industry procedure We also further observed the technician perform a wheel balance on another vehicle and had him perform run out readings to ensure that he was completely capable of operating the balancer properly Everything checked out satisfactorily.We do take your concern very seriously and we take full responsibility for the issue And we have taken corrective measures to ensure something like this does not occur again We have tried reaching out to you via email and phone to apologize in person but have been unable to reach you We will mail you a gift certificate as a further measure of apology for any stress we caused you Again, our apologiesKind regards, Virginia Tire & Auto
[redacted] states that he is still having issues with the vehicle but he has not given us an opportunity to look again at the vehicle He had set up and appointment with Jeff, the manager, then did not show up because of work issues and decided not to re-schedule [redacted] has continually asked for additional credit over the $that we have offered My understanding is that [redacted] has accepted the $credit we offered
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I feel like the $credit isn't sufficient to cover the incidentSomeone could have seriously be injured during this incidentI had emailed the store manager to ask for a counter offer but haven't received a responseI feel like a minimum of 50% off repair bill should be appliedThe vehicle is still not running properly and will need additional work to be done Regards, [redacted] ***
While we always stand behind our work and go beyond to satisfy customer expectations we do not feel that any further steps are warranted We feel that we have taken the proper steps to address this concern To reiterate, the customer had a inspection performed at our facilityThe customer was not charged for the service Lug nuts may or may not have been left off at our facility We addressed the lug nut issue (even though it is unclear if it was a 3rd party mechanic or VTA that caused the issue) We aim to treat every customer with respect Obviously, this customer is unhappy with the experience We are sorry that the customer did not feel comfortable with the experience; that is certainly not our intent We have discussed this situation internally and addressed the employee involved We wish this customer the best and we are sorry that we are not able to overcome this customer's hard feelings
The facts as we understand it are that the customer had a VA State Safety Inspection performed at our place of business The vehicle failed inspection Because the inspection took longer than we did not charge the customer for the inspection The customer took the vehicle to another mechanic for repairs needed to pass inspection The vehicle was then returned to one of our locations for re-inspection The 3rd party mechanic that performed the repairs states that certain lugnuts were not on the tires We were not given the opportunity to see the vehicle to confirmOur video footage suggests that we placed the lugnuts on the vehicle but as a measure of goodwill we installed new lugnuts on the vehicle As such, while we always appreciate customer feedback and want to exceed expectations, we feel that there is no other action warranted The customer has been made whole and we have gone above and beyond and addressed the lugnut issue although it is unclear whether it was us or the 3rd party mechanic who left the lugnuts off
Upon learning of this unfortunate situation, the store manager and his team responded with an immediate road side tow and loaner Our technician did all additional needed repairs (approximately $1,of service) at no cost to the customer We also offered to pay to have a 3rd party inspect the vehicle and offered a $credit as an apology for the issue At that point we turned the matter over to our insurance companyThe insurance company’s response, after taking statements from the customer, was that this claim was not founded and that insurance would have only been responsible for the repair to any damage caused to the vehicle (which was already handled by us)We also understand that the customer filed a credit card dispute for the charges on his card related to this service and the credit card company declined his claim At this point, we are not prepared to take any further action with regard to this incident
Thank you for bringing your experience to our attention We apologize for the situation you encounteredWe did an extensive investigation and identified a miscommunication between the technician and salesperson on your first visit to our facility The second visit addressed the miscommunication and we replaced the two tires at no charge Every auto service at our facilities is captured on video and we were able to watch the video and confirm that the wheels were balanced according to standard industry procedure We also further observed the technician perform a wheel balance on another vehicle and had him perform run out readings to ensure that he was completely capable of operating the balancer properly Everything checked out satisfactorily.We do take your concern very seriously and we take full responsibility for the issue And we have taken corrective measures to ensure something like this does not occur again We have tried reaching out to you via email and phone to apologize in person but have been unable to reach you We will mail you a gift certificate as a further measure of apology for any stress we caused you Again, our apologiesKind regards, Virginia Tire & Auto
[redacted] states that he is still having issues with the vehicle but he has not given us an opportunity to look again at the vehicle He had set up and appointment with Jeff, the manager, then did not show up because of work issues and decided not to re-schedule [redacted] has continually asked for additional credit over the $that we have offered My understanding is that [redacted] has accepted the $credit we offered
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I feel like the $credit isn't sufficient to cover the incidentSomeone could have seriously be injured during this incidentI had emailed the store manager to ask for a counter offer but haven't received a responseI feel like a minimum of 50% off repair bill should be appliedThe vehicle is still not running properly and will need additional work to be done Regards, [redacted] ***
While we always stand behind our work and go beyond to satisfy customer expectations we do not feel that any further steps are warranted We feel that we have taken the proper steps to address this concern To reiterate, the customer had a inspection performed at our facilityThe customer was not charged for the service Lug nuts may or may not have been left off at our facility We addressed the lug nut issue (even though it is unclear if it was a 3rd party mechanic or VTA that caused the issue) We aim to treat every customer with respect Obviously, this customer is unhappy with the experience We are sorry that the customer did not feel comfortable with the experience; that is certainly not our intent We have discussed this situation internally and addressed the employee involved We wish this customer the best and we are sorry that we are not able to overcome this customer's hard feelings
The facts as we understand it are that the customer had a VA State Safety Inspection performed at our place of business The vehicle failed inspection Because the inspection took longer than we did not charge the customer for the inspection The customer took the vehicle to another mechanic for repairs needed to pass inspection The vehicle was then returned to one of our locations for re-inspection The 3rd party mechanic that performed the repairs states that certain lugnuts were not on the tires We were not given the opportunity to see the vehicle to confirmOur video footage suggests that we placed the lugnuts on the vehicle but as a measure of goodwill we installed new lugnuts on the vehicle As such, while we always appreciate customer feedback and want to exceed expectations, we feel that there is no other action warranted The customer has been made whole and we have gone above and beyond and addressed the lugnut issue although it is unclear whether it was us or the 3rd party mechanic who left the lugnuts off
Upon learning of this unfortunate situation, the store manager and his team responded with an immediate road side tow and loaner Our technician did all additional needed repairs (approximately $1,of service) at no cost to the customer We also offered to pay to have a 3rd party inspect the vehicle and offered a $credit as an apology for the issue At that point we turned the matter over to our insurance companyThe insurance company’s response, after taking statements from the customer, was that this claim was not founded and that insurance would have only been responsible for the repair to any damage caused to the vehicle (which was already handled by us)We also understand that the customer filed a credit card dispute for the charges on his card related to this service and the credit card company declined his claim At this point, we are not prepared to take any further action with regard to this incident