Performance Tire & Auto Service, Inc.

We will be sending a check in the amount of $

I spoke with [redacted] and the repair facility that inspected her 2005 Mitsubishi Endeavor on 2/16/15.  The repair facility indicated that the lug nuts on one wheel were loose; they found no damage to the wheel or the vehicle.  We paid the cost of the inspection and I communicated this to...

[redacted]. Unfortunately I do not have an answer as to what may have happened to cause her wheel to come loose.  Every time we remove wheels for any reason the wheels are replaced, lug nuts tightened, and then rechecked by hand with a torque wrench.  Could this have been an employee error or equipment failure, yes, but with over 200 miles on the vehicle since its service and no damage to the wheel, it is hard to assume that the lug nuts where not tightened when it left here.  We are sorry for any inconvenience [redacted] experienced and always stand behind the work we do.  If there are additional “costs driven from the damage” that I am not aware of, please contact me immediately. [redacted], ManagerPerformance Tire & Auto Service###-###-####

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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]

Review: I had gotten an oil change and wheel rotation last Thursday -(2/12/15). I had run some errands, picking up my son from college and my daughter from her father's house in Burlington this weekend. Today, Monday (2/16/15) as I was driving to work I heard this strange rubbing/thumping noise. I pulled my truck over to investigate. I did not see anything underneath the vehicle and inspected the brake pads as well. Thinking the noise may be the road (Hoan bridge), I got back into my vehicle. It didn't take me long to know something was definately wrong. I pulled over again and called [redacted] (my fiancee). While on the phone I walked around the truck again to look for the problem and again, found nothing. I told [redacted] I was going to try and get the truck back home. I was so scared as at this point as the noise was getting much more apparent. We got the vehicle to a service center in Bay view where I explained I just got my wheels rotated last week. The mechanic immediately stated, they may not have tightened your lug nuts. [redacted] went out and found that all the lug nuts were loose and could be taken off by hand.I drive on the expressway each day on my commute. My children, myself, and other drivers could've easily been injured had the tire fallen off. I have yet to find out the level of damage incurring due to the poor quality service. I also have spoken to the manager of this location, but am deeply concerned for the well-being of any other customers that may be at risk for same issue.Desired Settlement: My expecation would be this service location pay 100% of the costs driven from the damage, and believe they should pay me something for this inconvience. Additionally I would hope they check the records of any other servicing done regarding tire rotations within the last month. I do not wish this to happen to anyone else. The manager mentioned she could not believe the tires did not fall off and questioned how this could happen. My guess is that this may be operator error or machine failure.

Business

Response:

I spoke with [redacted] and the repair facility that inspected her 2005 Mitsubishi Endeavor on 2/16/15. The repair facility indicated that the lug nuts on one wheel were loose; they found no damage to the wheel or the vehicle. We paid the cost of the inspection and I communicated this to [redacted]. Unfortunately I do not have an answer as to what may have happened to cause her wheel to come loose. Every time we remove wheels for any reason the wheels are replaced, lug nuts tightened, and then rechecked by hand with a torque wrench. Could this have been an employee error or equipment failure, yes, but with over 200 miles on the vehicle since its service and no damage to the wheel, it is hard to assume that the lug nuts where not tightened when it left here. We are sorry for any inconvenience [redacted] experienced and always stand behind the work we do. If there are additional “costs driven from the damage” that I am not aware of, please contact me immediately. [redacted], ManagerPerformance Tire & Auto Service###-###-####