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Off Road Addictions

45025 Talbot Line, St Thomas, Ontario, Canada, N5P 3S7

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Off Road Addictions Reviews (%countItem)

Questionable services completed. Personal insults from employee.
I took my *** in for tire rotation on November 16th. Service team did NOT fill up air in my tires. Was informed on Monday November 19th that vehicle was not safe to drive according to mechanic ***. *** was beligerant and rude. Questioned my "manhood" and what kind of "man" I am that cannot fill up his own air. I requested refund of my tire rotation and nothing was given except for personal insults and accusations.

Desired Outcome

I would like a personal apology from *** and would like my money refunded.

Off Road Addictions Response • Nov 26, 2018

Contact Name and Title: *** CEO
Contact Phone: XXX-XXX-XXXX
Contact Email: ***
On Monday Nov 19, 2018, Mr. brought his vehicle into Off-Road Addiction for a routine tire rotation. This service was performed and an invoice for 1 hr of labour was issued, totalling $112.44. While performing this service, our technicians noticed several areas where repair to the vehicle would be required and provided an itemized list of these recommendations to Mr..

After leaving the shop, Mr. checked his tire pressure and noted that his PSI reading was 3psi lower than the gauge at the shop had indicated. He returned to Off-Road Addiction to notify the technician and verbally berate him. The staff at the shop apologized for the confusion and recalibrated the gauge to ensure accurate psi readings were being delivered.
Mr. became extremely irate and verbally abusive towards our staff. A variance of 3 PSI, in our professional opinion is not enough of a discrepancy to render a vehicle unsafe. Our professional concerns re. Mr. vehicle were itemized and explained to him prior to this event. It is unfortunate that this interaction escalated in the manner it did. Off Road Addiction does not condone this type of behaviour from either our staff or our customers. We pride ourselves in being a welcoming and respectful place for all those with an interest or passion *** performance vehicles and the off-road lifestyle to gather. We remain remorseful that those values were not reflected in Mr.' experience at Off Road Addiction.

We gladly welcome the opportunity to have an open and transparent conversation with the Revdex.com as we take all customer concerns seriously. We remain confident in the quality of products and services and proudly endorse our work.

A full report documenting this interaction is attached for your information.
Please do not hesitate to contact me for further clarification.

Sincerely

Customer Response • Nov 26, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. is correct in me previously applying to work at his company but this has no bearing on this matter. I applied based on my previous experience of a great company with a common interest in helping people enjoy the off-roading experience.

I am a registered insurance broker and risk manager with over 10 years of experience. I have held my OMVIC license and have had a decent amount of experience around vehicles.

I will admit I was angry and at times became verbally pushy but never to a point of being out of line. But they put my family's safety in jeopardy. Wouldn't be be a tad upset as well?

There are 3 key points to address:

1. *** the lead mechanic refused to drive the vehicle deeming it unsafe for even him to drive. If that was the case why is there no verbal or written warning before that point in time. I recorded my phone calls and at NO point was it mentioned as unsafe only trying to book service.

2. The original request of service was for a tire rotation. You confirm that your tools were out of alignment but this would have been discovered if the vehicle was driven after the rotation. Thus the service wasn't done to completion.

3. I am a large man physically being 6feet tall and 225 lbs. When *** started to show agression physically I genuinely felt in peril for my personal safety. This is after his verbal assualt which was highly inappropriate (not to mention inaccurate.)

I honestly believe that this situation was preventable. My largest concern is that there have previous and potentially future instances where Off-Road Addiction allows operation of unsafe vehicles.

My professional opinion based on my experience is that Off-Road Addiction lacks proper documentation and record keeping. They also would benefit from a standard operating procedure for all procedures to prevent future errors and exposure to injury/death. There employees would benefit from current safety and security training as well.

I would again be pleased to provide all documentation of conversations I had with employees.

Off Road Addictions Response • Dec 17, 2018

Nobody behaved appropriately in this interaction between Mr *** and our mechanic. There is fault to be laid on both sides. Mr *** was in fact given documentation that his vehicle needed work in order to make it safe to drive. We don't hold the power to stop someone from leaving our premise with their vehicle.That being said we are willing to work with Mr *** to resolve this matter. We find his desired resolution acceptable and will be working on a letter and a cheque to be refunded in the amount of the tire rotation including tax.

Offroad Addiction is the best offroad shop in the OKC area bar non ! They have techs that are knowlagable in all your 4x4 and truck needs. They have built custom parts as well as bolt on parts for my jeep. I wouldn't go anywhere else !

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Address: 45025 Talbot Line, St Thomas, Ontario, Canada, N5P 3S7

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