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Neaton's Tire Service of DE, Inc.

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Reviews Neaton's Tire Service of DE, Inc.

Neaton's Tire Service of DE, Inc. Reviews (1)

I am responding to the customer’s complaint regarding service at our location in DoverWe are grateful that the Revdex.com is available so that a customer and our business can find common ground and mutually settle a
considered dispute*** ***’s vehicle was brought to our location on Monday 6/2/with a brake problem of having no brake pressure on the brake pedalThe customer had the vehicle repaired prior by another person or shop who by our evaluation, contributed to the brake issueOur company first had to follow up on the previous person’s repair work and correct their problems that may have contributed to the problem of “no brake pressure.” We believe that we straightened out the previous problems that were created by the person doing work on the vehicle beforeWe then recommended a brake booster, to which the customer purchased their own brake booster for us to installThis part was ordered in from the local Ford dealership by the customer and took approximately a day to receiveWe had the vehicle for four working days and one of those days was waiting on a part to come in that was provided by the customer(We believe that this was a major reason the brakes did not work properly and we did install this part, thus we charged them appropriately)In the three days working, we had to wait for approvals from the customer as well as take the time to correct previous work done before by somewhere else and await partsDuring that time we spent no less than ten hours of labor time to replace parts (customer or our company supplied), repair previous work and spend time on diagnosticsWe did attempt to try a master cylinder to help solve repairing the problemWe considered this charge to the customer as time and materials and as part of the diagnostic time spent attending to their vehicle’s concerns and needsWe did charge the customer for the time to install their brake booster provided and gave a military discount for all the work performed*** *** had expressed that she was in need of leaving town as soon as possible and was very concerned regarding the time in which the repairs were takingWe agreed that this problem of their brakes that they had brought us was taking too long, but we had to correct previous work and figure out what the previous person working on had created“Book time” was not the issue, but time to sort out what was previously done and the problems created by somewhere else were extensiveWe spoke to *** ***, *** ***, and approximately or more people representing the Turner’s regarding this vehicle over the course of those business days multiple times*** ***, we believe, could not wait any longer for us to fix the vehicle, (although we believe we were close to having the vehicle fixed) and so on Friday 6/6/14, a friend of the Turner’s came in the morning, paid the existing bill and had the vehicle towedWe are happy to hear that their vehicle has been repaired to their satisfaction by the local dealerWe also believe had we not straightened out the vehicle of the previous brake problems and replaced the brake booster for the customer; the dealer would not have had such an easy time diagnosing and repairing their vehicleThis complaint to the Revdex.com is unfortunate to hearAs a means of working this issue out with *** ***, we would kindly ask that both he and his wife, upon his arrival from deployment, make themselves available so that we can reasonably come to some mutual settlement that is respectful to both partiesThis letter from the Revdex.com is the first time that we have heard that the customer is disputing the amount paid by their friend to have their vehicle towed from our facilityWe look forward to settling this issue properly
Sent on: 6/18/3:45:PM
*** *** ***

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