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In response to the above complaint I am attaching separate repair orders from the customer. On June 14th the customer came into the shop to have a new set of tires installed on their vehicle. There was no problem installing the tires onto the wheels but the chrome center caps that the
customer had installed in the wheels were corroded into the wheels and my tech came into the office and spoke with the customer to tell her that to be able to balance the tires on the wheels that center caps would have to be removed and that they are a very thin metal and since they were corroded into place that they would most likely become bent in him removing them. The customer stated at that time that the wheels had to be balanced so if that is what needed to be done then that was okay. The center caps are frequently found in *** *** parts stores in the aftermarket section and the customer said if they needed to be replaced that she would do that later. There was absolutely no damage done to the actual rim itself when the center caps were removed and the customer never logged a complaint to the shop for any issue with the repairs. Then in November of the customer called to make an appointment to have the plugs and wires changed out on the pickup truck. She informed me that the truck had headers instead of traditional exhaust manifolds and because of that they could not do the work themselves and the plugs really needed changed. On November 22nd the customer came into have the plugs and wires changed and after exhausting all efforts to change spark plug #we informed the customer that due to her custom headers that the only way to gain access to remove and replace spark plug # was to remove the header from the passenger side so that a spark plug socket would have access to be installed to remove and replace spark plug # 7. At that time it was explained to the customer that she would have to pay additional labor for us to remove the exhaust header to complete the tune up. There was no guarantee that we would be able to complete the job that day before we left for the holiday weekend so I asked the customer to reschedule for a time the following week. The customer had no argument and scheduled to come back the following Tuesday and added a tire and spare rim to her request. When the customer returned on the 28th of November to have the spark plug changed we told her before we began that there would possibly be some issues with removing the header from the exhaust pipe due to over tightening of the exhaust bolts when the headers were installed. She again told us to go ahead and that the work had to be done because the spark plug really needed changed. The tech was able to remove the header and did not have any additional issues due to the over tightening. Spark plug # was removed and replaced with an ** *** spark plug. The plug that was removed was not a match to the other we had changed, which told us that the spark plug had been skipped on the last tune up. We got the header installed with a new gasket on the passenger side and mounted and balanced the new tire on the rim we purchased at a salvage yard for the truck to have a spare tire. The customer paid her bill without hesitation and this complaint as well as a credit card dispute filed have been the first I have heard of any dissatisfaction. We did not charge for the same work twice, we informed the customer upfront that we would have to charge more than a standard tune up because of having to remove aftermarket components to complete the customers request and we had her come back a different day as to not inconvenience the customer by possibly not getting done before a long holiday weekend and leaving the customer without their vehicle. It had been months since the tires were installed before they came back for the tune up and nothing was mentioned to me by the customer prior to this complaint regarding any dissatisfaction about the tire installation. The customer has another vehicle that they bring for oil changes and other maintenance and had been to the shop with that vehicle since the tires were installed as well and never mentioned anything at all that they have listed in this complaint. Nalleys Garage will not refund any money to the customer, as it was explained prior to the work being completed that there would be an additional charge and we will not replace any rims for the customer either since it has now been months since the tires were installed and no complaint or substantiated evidence of any damage was ever provided to us in a timely fashion

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Address: 800 N Park Ave, Herrin, Illinois, United States, 62948-3119

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