Perry Brothers Tire Service Inc

This business fixed one of my tires and damaged another, but failed to take responsibility for damaging my tire. I recently had a single tire replaced here after a blowout. In the process of replacing my flat tire, the technician's here identified significant wear on 2 of my other tires and recommended replacement. I decided to hold off on replacement. When I picked up my vehicle, I noticed a new, loud banging sound as I drove away. I stopped immediately and discovered a large flap of rubber coming off one of my back tires that was slapping against my wheelwell while driving. I returned to Perry Brothers immediately, within 2 minutes, and notified the store's owner (Mr. [redacted]) of this issue. He looked at it and stated that my tires were excessively worn and this is what happens to worn tires. He cut the flap of rubber off so the car could be driven. When I again asked the owner for an explanation of how this could happen, he simply said that this was coincidence and that this is what happens to worn tires. I informed the store owner that this loud noise wasn't present when I dropped the car off 24hours previously. When I suggested that one of his technicians caused this damage, he laughed at this and suggested I get a lawyer if I wanted to make such accusations. At no point was I given an explanation of how my tire was damaged nor was I ever offered any type of compensation for this damage. This is the worst experience that I have ever had with an auto repair shop and I will never do business with this company again. I would strongly suggest avoiding Perry Brothers Tire Service.Desired SettlementI mainly want an explanation and an admission of guilt. Additionally, I think this company owes me, at the very least, a significantly discounted rate at tire replacement.Business Response Contact Name and Title: [redacted]/ManagerContact Phone:[redacted]Contact Email: [redacted]Mr. [redacted] came to our facility October 11, 2014 and dropped his car off for a tire replacement on the passenger front tire. When we raised the vehicle on the lift, we noticed that steel was exposed on the inside edge of the passenger rear tire and a six inch long, half inch wide strip of rubber was hanging loose due to the excessive inside edge wear, most likely caused by misalignment of the vehicle. We immediately called the customer to alert him of this. We told him that there is steel showing on the inside edge or the RR tire and that a strip of rubber is deteriorating and peeling off. We then told him that we will leave the car up in the air on the lift for him to see himself, because he was a bit skeptical of this and we wanted to assure him, being a first time customer, that we run a very transparent shop and we allow customers to observe and witness any problems we come across with a repair. Many shops do not allow customers in the garage area, but we pride ourselves on running a transparent, honest shop.My salesman warned me about this particular work order because the customer told him he would be by to see the damaged tire, but he never showed up. It was our understanding that he did not want to see the tire when he came the next day to pick his vehicle up. When the customer came back due to the "flapping" of the loose rubber, I explained to him that we told him of this issue the previous day and that our technicians noticed this the minute we lifted the vehicle on the lift. From the start of the complaint, the customer was very abrasive and unreasonable to any of the solutions and explanations I was offering him. We run an extremely transparent shop, and I offered to lift the car up again to show him the damage and how it came to be. He refused this request. He then suggested that we have committed a criminal act and that was when I suggested that he retain a lawyer if this is how he feels. I also explained to him that the goal of a tire shop was not to intentionally ruin a customer's tire to gain a sale. Not only is that unethical and immoral, but it defies all logic of running an honest, highly reputable business. He then became more irate to a point where he was making me and my customers uncomfortable, which was when I asked him to leave. I later explained to him in an email that I have known and worked with my employees for over 10 years, not only are they reliable and have no previous complaints or record of intentionally ruining a tire for a sale, but they are honest hard working men who ALWAYS do the right thing for our customers, as they are trained to do. The customer has said that all he wanted was an honest explanation and accountability, no monetary compensation was wanted or needed.I told him and reassured him that we are being honest with him and that if he would calm down and look at the facts and evidence, which he refused earlier, he would see things differently. We then came to a stalemate and went our separate ways. The customer was abrasive and irate from the start, and he was not cooperative or willing to listen to any solutions or explanations that I was offering. It is my understanding that he now wants, at the very least, a significantly discounted rate for a tire replacement, which had he told me that at the time, and the second time when he sent me an email only requesting honesty, we might have worked something out in order to rectify the disagreement and prove to him that we operate our business under the mantra of doing whatever it takes to make things right. But I cannot admit guilt to something that we simply did not do, especially when there is clear evidence of damage to the tire from misalignment and mileage wear, which the customer refused to witness, when offered twice, once by the salesman on Friday and once by the Manager on Saturday.Consumer Response This overstated response fails to address my complaint. My tire was not damaged when I drove it to Perry Brothers Auto and it was damaged when I drove it away. I have since taken my vehicle to another shop for tire repair and, after looking at my tires and hearing my explanation, their opinion was that my tire was intentionally damaged by Perry Brothers. Mr. [redacted] goes to great lengths to criticize my response to learning that my tire was damaged, but makes no effort to explain how it happened. This is dishonest and harmful business practice and it should be known to all that Perry Brothers Auto should be avoided.Final Business Response We at Perry Brothers have repeatedly explained to the customer that the tire was damaged due to misalignment and mileage wear. This explanation has been offered over the phone to the customer the second the damage was discovered. It was offered during the first initial complaint, in person, from the customer, as well as an email that was sent to the customer's email address and, finally, in our response to the customer's Revdex.com Complaint. I have had several meetings with my entire staff and they cannot be anymore clear and concise that the damage to the tire was preexisting and was caused by misalignment of the vehicle and mileage wear. We even felt that the tire in question was so badly damaged and worn out that it should be replaced instead of the other one that the customer requested. This is when we alerted the customer of our findings. The customer never once tried to address the complaint in a calm, collected manner and was very emotional and angry from the start. Nor was the customer present at the shop at the time of the diagnosis. Of course, we do not fault the customer for dropping the car off and leaving, but if they were present at the shop in real time, they would know that from the time the car was pulled into the building, lifted up in the bay and diagnosed that it is impossible to do that kind of damage to a tire within a couple of minutes. My staff and I are very troubled and upset at this accusation. We help and serve hundreds of customers to satisfaction every single week and to have this accusation so fiercely directed towards us by an individual whom we have never done business with is very troubling and bewildering. We work hard, week in and week out, repeatedly doing business with integrity and honesty with all of our customers. Many of our customers would strongly disagree with these accusations of operating a "harmful business", as we run a very transparent operation, allowing our customers to view, in person ,any repairs we suggest, as we did with this particular customer. If it is another shop's opinion that we damaged the tire, then the customer should have come to me directly, in a calm manner, and discuss this finding and evidence in person. Our professional assessment of the damaged tire is that it is worn out due to misalignment and mileage wear. This was assessed by the Manager, Service Manager, Service Writer, and two ASE certified mechanics, a combination of over 30 years experience in the Tire and Auto Industry. I cannot speak for the other shop's experience or diagnosing procedures. It is in our professional opinion that their diagnosis is incorrect, not to mention that if they feel someone or somebody damaged the tire, they might be biased to accuse another shop, and not offer any other theories or explanations of how the tire was damaged, in order to gain the trust and business of the customer. The only solution we can offer at this point is that the customer come and meet with us, in a calm manner, and have an open mind and listen to our explanation of why and how the tire was damaged. The Mechanic who diagnosed the damage, the Service Writer, Service Manager, Owner and Manager will be more than happy to take the time to sit with the customer and explain how this tire was damaged. We our very confident that once the customer does this, they will realize that we had absolutely no wrong doing to the damage of the tire.

Car RepairI took my car into the Perry Brothers on Wicker Street on the morning of Thursday 8/18/16 after realizing that some of my assembly fan had broken off. [redacted] the service manager there told me it would be a little over $600 dollars to repair. I agree to it and left my car. I went back and picked up my car on Thursday night. On my way to work on Friday Morning my car began to run hot. I was able to make it into the parking deck of my job. I called Perry Brothers and notified them of the situation. I asked if maybe they could come get my car from chapel hill. The service manager proceed to tell me that they can't come get my car. He told me that he would call [redacted] Tire and see if they would look at the car to see what was wrong. The Mechanic at [redacted] Tire in [redacted], looked at my car and called me and stated that my radiator had been punctured. I asked the mechanic at [redacted] Tire in [redacted], why wasn't that caught when they replaced my fan assembly. He stated that is a good question. I asked the mechanic from [redacted] Tire how much it would cost to repair my radiator and he suggest that I get Perry Bros to take care of it because, it was something that should have been taken care of when they replace my fan assembly. The mechanic from [redacted] Tire also stated he tried to call Perry Brothers and let [redacted] know what was wrong, but he put him on hold and left him there, so he hung up. When I called [redacted] at Perry Brothers to inform him of what [redacted] Tire stated, he informed me that is wasn't there responsibility to take care of the punctured radiator, and I just wanted something for free. He said he would call [redacted] Tire, after calling [redacted] tire, he still insisted on that they had nothing to do with my punctured radiator. I proceeded to tell him that they have bad customer service, and I will never come there again.Desired SettlementI just want my car repaired without having to pay extra, for something that could have been prevented. Business Response mrs. [redacted] came in on 8/18. I went out to car looked under hood her fan assy had disenergrated throwing pieces everywhere, including into radiator, she said she realized there was a problem when her car ran hot, we replaced fan assy test drove vehicle topped radiator fluid off, and completed job. The next morning she called and demanded I come to [redacted] to get her car, that it was running hot, that is over 50 miles from [redacted], we do not have tow service, when I told her I couldnt come get it she demanded her money back, I told her I would talk to [redacted] tire, get them to look at vehicle, she didnt need to drive it if it was running hot. I never spoke to [redacted] tire the rest of day, she called me approx 4:30, and said [redacted] tire said I was responsible for fixing her car, I told her let me call [redacted] tire, the service advisor there told me it was a punctured radiator, I asked him if he advised her since we didnt see that if he told her I should be responsible, he said no. When I called her back she demanded I put her in a radiator or refund her the money spent, I informed her the pieces of fan, had probably punctured radiator, it was low in fluid when we got it, but we did not see the leak, we test drove it and it probably hadnt built up pressure to leak, she demanded again I replace radiator, I told her just because we didnt see leak, didnt make us responsible for a punctured radiator that the fan damaged, I then told her I would get back to her, I called to get a cost on radiator, when I called her back, she started to argue, and demand her money back, I told her we were getting no where,if she continued to shout, she then told me , this was end of conversation, never even had a chance to discuss price of radiator....and hung up on me.Consumer Response The response to my complaint is totally inaccurate, I never told Mr. [redacted] that my car was running hot when I took it into the shop. He asked me if it had been running hot and I said no, and he stated that it would, because one of the fans were broken. Yes I did yell at him, especially after he stated that I wanted something for free...How can I want something for free when I just spent $565.00. A consumer should never be treated that way ever. I understand that it is and will always be the mechanic's word against the consumer, even if the mechanic was totally wrong. This place is terrible with bad customer service and I will never go there again. I will just count up my lost, and stay far away . Thanks for nothing PERRY BROS, may you get exactly what you deserve.