Northwest Tire & Retread

The vehicle came in on a Saturday on a tow truck with a bad starter. No parts were available in town that day so we loaned them our curtesy van for the weekend for FREE and ordered parts. Monday morning the parts store called and said they were unable to get the starter to us until
Tuesday so we located one in Bismarck and caught Millennium express in time to get it here afternoon. We put the part in and got the vehicle started. We noticed some noise coming from the belt area and found the tensioner pulley and the AC compressor was making noise. With the customers consent we replaced the pulley and belt but told them we do not do anything with AC repair at this shop. After picking the vehicle up a few miles down the road the AC compressor got hot and locked up. They called us and we immediately sent a Tech to assist them. We helped get the vehicle to a shop that does AC repair and my TECH even went after hours on his own time and pulled their U_HAUL trailer over to the motel for them to save them money. At this point they came to the shop and demanded that we pay for the repair because we didn’t inform them that about the condition of the AC compressor and we informed them that it was not part of the repair we did and that we did tell them it was making noise. The next morning I called and talked to Cody and he was mainly upset about the way the situation was handled by my assistant manager after he returned. I apologized for their bad luck traveling and their bad experience at our store and told him even though we had done nothing wrong, just to help them get going I would cover $of their repair on the AC system. He thanked me and that was the last I heard from him Mike *** Northwest Tire Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

I recently got my car fixed I needed a starter and some pulley work and the manager told me my car was good to go that it is squeaky and that the car would be good to go and we wouldn’t have any issuesbut the mechanic told the manager that he car wouldn’t make it that are ac compressor was bad but they failed to tell us this and after we broke down they decided to write it in on paper by hand to pretend t hey discussed the issue with us when I get said we would have no issues nowThe mechanic even gave me a ride home and told me he told the boss it needed to be replaced and the boss told him to leave it alonethis is neglect and we would of had no issues taking it to a shop to get that work done but they said we were good to driveWhich later left me and my family and animals stranded in a state we don’t know

Initial Business Response /* (1000, 8, 2015/11/06) */
On 09/25/*** came into Northwest Tire to have an inspection done on his Dodge Durango because there was a grinding noise coming from the rearWe inspected his vehicle and noticed his rear brakes needed replacement (shoes are
metal on metal to the drum)*** was notified of the expenses of the rear brakes, and gave approvalOnce, the tech had completed the work, he brought the work order to the counter to let the service writer know the vehicle was complete, and that he was going to test drive itThe service writer contacted *** to let him know his vehicle was ready to goWhen the tech came back from the test drive he mentioned it wasn't right, and that we had to get a new set of drums because they didn't fit properlyWhen *** arrived, we informed him that we were going to put a different set of drums in at no additional cost to himAt that time we offered *** our courtesy van to use, and even offered to him to use it overnight if he had a busy evening aheadHe declined and said he would wait for it to be done*** came back on 09/29/and said the brakes were making noise againWe got his vehicle in right away and noticed the brake adjusters weren't working correctly; therefore we replaced them right away at no costOnce that was complete, *** and the tech went for a drive just to make sure everything was perfectOn 10/01/*** called and said that he brought his vehicle to another shop in town, and they said the rear brake pads were defectiveThe store manager spoke with *** and informed him that Northwest Tire gets parts from outside vendors and that parts and labor were 100% covered under warrantyNorthwest Tire offered to go and get ***'s vehicle and offered him the courtesy van to use while the situation was getting resolved*** refused our service and made the choice to take it elsewhereSince *** refused our service, we still offered to give him his money back on the brake shoes which he thought were "bad"A refund on the brake shoes was given to *** the same day he called to say he wanted another shop to fix his rear brakesWe offered to fix everything for *** for free, and also give him a courtesy van to use so he wasn't out a vehicle and he declined
Initial Consumer Rebuttal /* (3000, 10, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this responseNW tire's account of the situation is 100% and is arbitrary and capricious.NW tire did not mention the lies that were told by their technician or why we were afraid to bring our car back a 5th time within a week to have NW tire try and repair the vehicle.Why would it take tries to get a simple break job rightI could see blaming bad parts after the initial install maybe once, not twiceThree tries after the initial install and NW tire did not get the job done, endangering not only my life, but the life of my familyHaving brakes are essential to having a proper working vehicle...one would think.To anyone on the outside looking inOne would have to ask, why is it that I would go and spend more money someplace else to go and have the SAME job done againThis makes no sense to a reasonable person.Well the answer is because we did not trust the people at NW tire to get the job done.Why would we trust NW Tire after having it there times within a week, and the vehicle still not working properly.There is no way we could ever trust them again.Their practices are unethical...I was never offered for my car to be picked up the final time we decided that NW Tire could not be trustedI was told by a more reliable and trustworthy auto repair shop that bad parts were put on my vehicleAfter times and NW tire could not get my vehicle fixed.What reasonable person would bring their car back to a repair place that could not do a simple brake install...something that should be routine for an Auto mecahnic shop
Final Business Response /* (4000, 12, 2015/11/16) */
Northwest Tire can refund *** $for all the labor he was charged on 09/25/When *** decided to bring his vehicle somewhere else on 10/01/15, Northwest Tire refunded him $back for the brake shoes that were "bad".(That is the price *** paid on 09/25/15) After *** comes into Northwest Tire to get a refund for $ 82.00; he will have been refunded for everything he was charged for except the brake drums which are still in his vehicle and are working properly
Final Consumer Response /* (2000, 14, 2015/11/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/09) */
According to our documentation from the North Location, " Checked for tranny leak and other leaks, We would suggest starting with valve cover gasket and oil pan gasket, also the high pressure power steering hose, poss transmission pan & timing...

cover-would start w/oil leaks." There was no charge. She then went to our south location and asked for an estimate, she was told there is a $50 charge for estimates and that is refunded if we do the work. They gave her a complete estimate on everything that was wrong with the car. They spent over an hour on the estimate. That is the only work we did and she was charged $50 for an estimate.