Purcell Tire & Auto Service

I have not received a single phone call from this companyI also own a business in the same plaza as this company (within yards) and they could have simply walked over and talked to meMy car parks right in front of their bay doors, and is easily seenI am not satisfied with the outcomeThey have done nothingAs a business owner, I know how word of mouth and negative feedback can affect a businessI will make sure every customer who walks though my door knows not to do business with PurcellYou should really train your staff to handle customers a lot betterA simple apology would have taken care of this, but instead they blame me for your companies mistakes[redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Thank you for your effort on behalf of a very disturbing trend toward women and their cars [redacted] is a highly educated engineerI read the answer from [redacted] , Region ManagerHe does need to us "spell check"It has changed somewhat from what actually happen, probably because he was not thereBut did walk the company lineIt is funny that they refer to the amount of miles that is on the carDo they check each car that comein for an oil change and all the bulletins and tell anyowner that over a selected number of miles that therecould be a problem in changing the oil, I doubt it! There is not a manufacture of a car that says thatThat is just a smoke screen [redacted] also saidthere is something in a Service Technical Bulletinon this subject, please produce because the [redacted] ***, another oops! No Honda dealer in this area ever heard of a Bulletin for a 2007, try again!The person that talked to [redacted] ***, [redacted] ***, needs to go to "nice to customer" training and not beso rudeHe was rude to me but I expected that becauseof his action to [redacted] ***He was wrong in so many ways as I will continue to point out.follows: The mechanic just finished his last car and went to her car, which they had to get the key and drive it in, because she left it the night before asmall nuisanceHe then gets under the car and uses his "power tool" to remove the plugHe stuck the socket on the plug and quizzes the triggerOnly, he forgot to push the button to remove the plug but it actually tightens the plug, oopsThen he tries to remove the plug only to find he has torn the threads looseHe stops and calls the manager who arrives and theydiscuss this and he leaves the plug partly in the pan draining the oil out and then the manager [redacted] calls [redacted] ***After talking to several mechanics from around this area they all agreed that probably what happed was as follows: The mechanic just finished his last car and went to her car, which they had to get the key and drive it in, because she left it the night before asmall nuisanceHe then gets under the car and uses his "power tool" to remove the plugHe stuck the socket on the plug and quizzes the triggerOnly, he forgot to push the button to remove the plug but it actually tightens the plug, oopsThen he tries to remove the plug only to find he has torn the threads looseHe stops and calls the manager who arrives and theydiscuss this and he leaves the plug partly in the pan draining the oil out and then the manager [redacted] calls [redacted] ***They explain that probably she would have to have to replace the aluminum oil pan for around $After a few more minutes of talking she asked them to push the car outside and she will be there after workAfter work she talked to [redacted] saying she did not feel it was her fault that one of their people did something to mess up the treadsHe did not agree and provide different options to fix the issue but they could notdo themSo who really knows who should have to payThe fault is not important, but the action or rather the lack of action from a "customer service" industry is the real problemThe plug was replaced with a bigger plug and oil was added for $44.00(see attached) by a professional service companyAAA towed the car to a mechanic where I live and repair the plug for a simple $Time and effort from both [redacted] and myself was a cost but who caresWhat a wasteThey also make a point that they refunded the purchase of a gift card, but only after she asked, forgot that partHis last line regarding the repair at "No Charge"is something you can use in "What not to do"It would appear the only thing they did was ruin the plug and make the car unusable until fixed, gee thanksThey lost oil changes from her cars and their dependability is in questionWas it worth the $Think not Regards, [redacted] ***

We at Purcell Tire are pleased to have the oppeortunity to respond to Mr*** complaintAfter performing the alignment it is unfortunate that the lower bolt on the strut came looseWhen Mr*** returned with the vehicle the issue was addressed and the problem correctedWhen Me ***
showed our service manager *** *** the picture on his phone and he showed it to the staff their was no disrespect intended but only to make aware of the incident and what had happened, and needed to be addressedOur store manager has left several messages for Mr*** with no response regarding this issue. We are very sorry for the incident and appologize for any inconvienence. If any other informatin is needed please contact meRegards, *** ***Region Manager

As stated in our previous response when Mr*** returned with his vehicle we corrected the issue immediatley and professionaly, to our knowledge the vehicle is still performing properlyWe are very sorry for any inconvienence this may have caused Mr***If you requre any other information please do not hesitate to contact meRegards, *** ***Region Manager

Re: [redacted]We at Purcell Tire & Service center are pleased to have the opportunity to respond to [redacted] concern. We have recieved and reviewed [redacted]'s complaint concerning [redacted] with 147,236 miles. On March 5th 2015 [redacted] brought her [redacted] in for an oil...

change and purchased a oil change gft card for $79.00. at that time we inspected and attempted to drain the oil, at which time the technician stopped and notifieed the service manager [redacted] that the threads were coming off with the drain plug. [redacted] the store manager and [redacted] the service manager inspected and evaluated what going to be the correct repair recommendation. [redacted] contacted [redacted] and advised her as to what was happening with her vehicle. Store manager explained that the threads were coming off with the drain plug and gave her options on doing the repair. SHe said that she had owned cars for years and this had never happened before. We explained that the oil pan was aluminum , a soft meetal and to consider the number of oil changes that the vehicle has had over the course of 147,236 miles. The options presented to [redacted] were to option 1 replace the oil pan, option 2 was to get a Honda Thread repair kit, but advised her that if the kit did not work the oil pan would have to be replaced. [redacted] also told her that Honda had a Technical Service Bulletin on this problem that was issued in 2005. [redacted] told me not to anything and she would pick up the vehicle when she got off work. When [redacted] came in the service manager [redacted] again explained the issue with her vehicle, however she wanted the repairs done at "No Charge"We refunded the purchase of the oil change gift card, and tried to explain that it was unreasonable us to do the repairs at no chargee when the only thing we did was inform her of the issue whith her vehicle. As a reputable repair facility the last thing we want is an unsatisfied customer, we always attemt to go above and beyond to accomadate their concerns, however in this case we were only the messenger.If you have any questions or need further information please contact me.Regards, [redacted] --- Region Manager [redacted]

I have not received a single phone call from this company. I also own a business in the same plaza as this company (within 50 yards) and they could have simply walked over and  talked to me. My car parks right in front of their bay doors, and is easily seen. I am not satisfied with the outcome. They have done nothing. As a business owner, I know how word of mouth and negative feedback can affect a business. I will make sure every customer who walks though my door knows not to do business with Purcell. You should really train your staff to handle customers a lot better. A simple apology would have taken care of this, but instead they blame me for your companies mistakes.[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
1. Thank you for your effort on behalf of a very disturbing trend toward women and their cars. [redacted] is a highly educated engineer. I read the answer from [redacted], Region Manager. He does need to us "spell check". It has changed somewhat from what actually happen, probably because he was not there. But did walk the company line.2. It is funny that they refer to the amount of miles that is on the car. Do they check each car that comein for an oil change and all the bulletins and tell anyowner that over a selected number of miles that therecould be a problem in changing the oil, I doubt it! There is not a manufacture of a car that says that. That is just a smoke screen. [redacted] also saidthere is something in a 2005 Service Technical Bulletinon this subject, please produce because the [redacted], another oops! No Honda dealer in this area ever heard of a Bulletin for a 2007, try again!3. The person that talked to [redacted], needs to go to "nice to customer" training and not beso rude. He was rude to me but I expected that becauseof his action to [redacted]. He was wrong in so many ways as I will continue to point out.follows: The mechanic just finished his last car and went to her car, which they had to get the key and drive it in, because she left it the night before asmall nuisance. He then gets under the car and uses his "power tool" to remove the plug. He stuck the socket on the plug and quizzes the trigger. Only, he forgot to push the button to remove the plug but it actually tightens the plug, oops. Then he tries to remove the plug only to find he has torn the threads loose. He stops and calls the manager who arrives and theydiscuss this and he leaves the plug partly in the pan draining the oil out and then the manager [redacted] calls [redacted].4. After talking to several mechanics from around this area they all agreed that probably what happed was as follows: The mechanic just finished his last car and went to her car, which they had to get the key and drive it in, because she left it the night before asmall nuisance. He then gets under the car and uses his "power tool" to remove the plug. He stuck the socket on the plug and quizzes the trigger. Only, he forgot to push the button to remove the plug but it actually tightens the plug, oops. Then he tries to remove the plug only to find he has torn the threads loose. He stops and calls the manager who arrives and theydiscuss this and he leaves the plug partly in the pan draining the oil out and then the manager [redacted] calls [redacted].5. They explain that probably she would have to have to replace the aluminum oil pan for around $500.00. After a few more minutes of talking she asked them to push the car outside and she will be there after work. After work she talked to [redacted] saying she did not feel it was her fault that one of their people did something to mess up the treads. He did not agree and provide different options to fix the issue but they could notdo them. So who really knows who should have to pay. The fault is not important, but the action or rather the lack of action from a "customer service" industry is the real problem. The plug was replaced with a bigger plug and oil was added for $44.00(see attached) by a professional service company. AAA    towed the car to a mechanic where I live and repair the plug for a simple $44.00. Time and effort from both [redacted] and myself was a cost but who cares. What a waste.6. They also make a point that they refunded the purchase of a gift card, but only after she asked, forgot that part.7. His last line regarding the repair at "No Charge"is something you can use in "What not to do". It would appear the only thing they did was ruin the plug and make the car unusable until fixed, gee thanks. They lost oil changes from her cars and their dependability is in question. Was it worth the $44.00. Think not. 
Regards, [redacted]

April 23, 2016

Purcell Tire & Rubber Co.

Gentlemen:

I am very disappointed in the way you conduct your business. My neighborhood store is located at [redacted]. I have lived in the neighborhood for approximately 14 years. 6 years ago I purchased 4 premium tires for 156.99 each. This tire has a 65,000 mile tire warranty. Here is my concern. I brought the car in to have the tires rotated and was recommended to replace all 4 tires because they were purchased in 2010. There are only 33,000 miles on these current tires and it disturbs me that I paid as much as I did for a 65,000 tire only to be told they have to be replaced after 33,000 miles. At the time of purchase, I do not recall if the sales person told me tire have to be replaced after 6 years. I would have most likely told him my wife drives 5, 000 per year, and maybe I need a tire rated for 30,000 miles, or at most 40,000 miles. But why was I sold 65,000 mile tire? This is really bothersome to me. I feel like I have been taken advantage of.

Another incident occurred last year when I was told I needed rear brake pads for the same vehicle. I took it to my son-in-law’s mechanic and he pulled the rear wheels and said there was more than 50% brake pad remaining and not to worry about it. When I went back to my neighborhood location, I specifically asked Roger, the manager, to find out if the technician pulled the tire off to check the wear on the rear pads. He said that was not done. Only a visual inspection without the tire being pulled off was done.

Another incident occurred when I brought in a 2004 Ford Free Star Van that is used by a local animal shelter and placement organization. I am a volunteer for this organization. Among the numerous “recommendations” was a ridiculous amount to be charged for replacing 2 rear license plate bulbs. Well, here is the problem: When I personally checked, the rear license plate has only 1 bulb, not 2 that I was going to be charged for, and additionally, the bulb was not burned out!!. It was the bulb holder that had somehow gotten loose and pushed the bulb into the license plate frame. Once again, another example of shoddy inspection techniques.

It is for these reasons that I will not consider going back to my neighborhood location, nor any other Purcell location. Not even for the $19.95 oil change offer. I just don’t trust your company anymore.

The purpose in my taking the time to write you is to emphasize the feeling I have of being taken advantage of in more than one instance. I go out of my way to shop locally because I believe in supporting the neighborhood businesses. But I have my limits, and I am sorry to say, I am very, very, disappointed in the way our business relationship has thus far been handled.

Sincerely,

Bernie R

Phoenix, AZ 85028

I was not aware of any information I was asked to provide other than to indicate I needed a set of tires. If Purcell had bothered to look at the mileage of the vehicle, they would have noticed approximately 49,000 miles on a 5 year old vehicle. That equals barely 10,000 per year—considered low in industry standards. Is a premium, 65.000 mile tire indicated for this low mileage driving? I hardly think so. The tires were sold to me based on their own profit driven business model. Any reasonable shop person would have seen the low mileage and questioned me further, and honestly, would have recommended a less expensive tire. I am aware of the existence of the tire manufacturer’s incentives to sell a particular tire, regardless of what is actually needed by the consumer.

If I had been told—which I was not-- the statement “This recommendation of time just came into field around the middle of 2012 from the major tire manufactures after several high profile legal cases were settled”, I may have better understood the reason they were recommending new tires. In the absence of Purcell explaining this to me, all I could reasonably deduce is that the tires were at the end of their useful service life—which was not the case. Their lack of a meaningful explanation to me constitutes an omission of facts and seems like fraud or misrepresentation to me, the consumer.

So let me better understand what is being said her in this case. Purcell makes a limited visual inspection of my brakes; an inspection which includes an extremely limited view of my rear brake pads. Then they expect me to come back again, at my expense of time, when they would actually pull the tire and make a detailed inspection of the pads, at which time they would simply tell me nothing else was needed to be done—really?? Give me a break (no pun intended)! At the time this “quick service” is performed, the customer is “usually waiting to get back to work or other errands”—but yet Purcell expects this same customer to return to the shop to spend even more time waiting around, with the possibility that no additional work would be necessary?? This reasoning is so lame it is difficult to comprehend. And in my case, I USUALLY DROP OFF THE CAR only to return later in the day when repairs have been made. They have more than enough time to make a proper and honest inspection.

Okay, forget the price issue. How about just inspecting and getting the correct number of bulbs? 1 bulb, not 2. And not even a bulb, but rather the bulb holder.

Purcell has only been accredited with the Revdex.com since 5/6/2016. For a business being around 80 years, seems like a long time to wait to have earned accreditation. And by the way, Purcell pays a FEE for this so called accreditation. See for yourself:

Revdex.com Accredited since 5/6/2016.

Revdex.com has determined that Purcell Tire & Auto Service meets Revdex.com accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. Revdex.com Accredited Businesses pay a fee for accreditation review/monitoring and for support of Revdex.com services to the public.

Revdex.com accreditation does not mean that the business' products or services have been evaluated or endorsed by Revdex.com, or that Revdex.com has made a determination as to the business' product quality or competency in performing services.

And, additionally, THERE IS NOT ONE CUSTOMER REVIEW ON THE Revdex.com SITE!! Seems odd to me that no one bothers or has the time to review the “great reputation along with a strong repeat customer base this business has provided to the neighborhood”.

I am offended by the lame explanation Purcell has offered through their response letter to you. Quite honestly, it makes them look childish in their business approach. They are doing business form an 80 year old business model and obviously there is a major discrepancy between what they tell people and how they run their business.

I took my van in to have the front brakes done. They replaced the front rotors and new brakes. then a couple of days later the when I would brake it would pull to the left and was shaking on my side. They had my van almost all day that they told me it would be a couple of hours. One person called me an said the it was my back tires and needed a alignment. I went and pick my van up an spoke to someone else he told me he looked at the alignment and it was fine and my tires from the heat are the cause of the vibration. It is funny how you get 2 stories in about a 30 minute window from me talking to one guy on the phone then someone when I come in the window. They wanted me to pay for more repair that is was something that they had done. I could not believe anything they said cause of the different stories.

As stated in our previous response when Mr. [redacted] returned with his vehicle we corrected the issue immediatley and professionaly, to our knowledge the vehicle is still performing properly. We are very sorry for any inconvienence this may have caused Mr. [redacted].
If you requre any other information please do not hesitate to contact me.
Regards,

Region Manager

I have not received a single phone call from this company. I also own a business in the same plaza as this company (within 50 yards) and they could have simply walked over and  talked to me. My car parks right in front of their bay doors, and is easily seen. I am not satisfied with the outcome. They have done nothing. As a business owner, I know how word of mouth and negative feedback can affect a business. I will make sure every customer who walks though my door knows not to do business with Purcell. You should really train your staff to handle customers a lot better. A simple apology would have taken care of this, but instead they blame me for your companies mistakes.[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

We at Purcell Tire are pleased to have the opportunity to respond to a customers concern. After reading the complaint by [redacted] and discussing the issue with the store manager [redacted] and service manager [redacted] regarding invoice #[redacted] dated 6/11/15 and the work preformed...

we agree that the customer gave us the opportunity to repair the issue and we did not, so in the name of customer satisaction we are willing to refund the invoice amount of $282.48. In order to process the refund I need a copy of the invoice from the BMW dealership that did the repairs. The reciept can be faxed to my attention at ###-###-####, emailed to [redacted], mailed to my office at [redacted] or a copy dropped off at the store to the store manager which ever method is most convienet for the customer so we can issue the refund as quickly as possible.I appologize for the inconvience this has caused. [redacted] Region Manager###-###-####

1. I had Purcell's do an oil change on my 2005 Ford Focus.
2. As a result, they said my main rear seal and cv axle on the driver's were leaking.
3. The female clerk said it would cost from $400 to $600.
4. Several days later, on March 14, 2014, I went back and asked for a written estimate which was $976.27.
5. To double check, I went to Advanced Transmissions and Emissions.
6. They inspected my car and said there was no problem with the rear main seal and cv axle.
7. They also had to do another oil change because Purcell had put on the wrong oil filter and the oil plug was leaking ($79).
8. Because of Purcell's shoddy practices, I had to spend an extra $79 for an oil change. I also could have wasted $976.27 on unnecessary repairs.
9. I request you put a black mark on Purcell's record so other unsuspecting consumers are not swindled on unnecessary auto repairs.
10. I plan to tell everyone in the 85016 area of Phoenix about my unpleasant Purcell experience.

We at Purcell Tire are pleased to have the oppeortunity to respond to Mr. [redacted] complaint. After performing the alignment it is unfortunate that the lower bolt on the strut came loose. When Mr. [redacted] returned with the vehicle the issue was addressed and the problem corrected. When Me [redacted]...

showed our service manager [redacted] the picture on his phone and he showed it to the staff their was no disrespect intended but only to make aware of the incident and what had happened, and needed to be addressed. Our store manager has left several messages for Mr. [redacted] with no response regarding this issue. We are very sorry for the incident and appologize for any inconvienence.  If any other informatin is needed please contact me. Regards, [redacted]Region Manager

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

1. Thank you for your effort on behalf of a very disturbing trend toward women and their cars. [redacted] is a highly educated engineer. I read the answer from [redacted], Region Manager. He does need to us "spell check". It has changed somewhat from what actually happen, probably because he was not there. But did walk the company line.2. It is funny that they refer to the amount of miles that is on the car. Do they check each car that comein for an oil change and all the bulletins and tell anyowner that over a selected number of miles that therecould be a problem in changing the oil, I doubt it! There is not a manufacture of a car that says that. That is just a smoke screen. [redacted] also saidthere is something in a 2005 Service Technical Bulletinon this subject, please produce because the [redacted], another oops! No Honda dealer in this area ever heard of a Bulletin for a 2007, try again!3. The person that talked to [redacted], [redacted], needs to go to "nice to customer" training and not beso rude. He was rude to me but I expected that becauseof his action to [redacted]. He was wrong in so many ways as I will continue to point out.follows: The mechanic just finished his last car and went to her car, which they had to get the key and drive it in, because she left it the night before asmall nuisance. He then gets under the car and uses his "power tool" to remove the plug. He stuck the socket on the plug and quizzes the trigger. Only, he forgot to push the button to remove the plug but it actually tightens the plug, oops. Then he tries to remove the plug only to find he has torn the threads loose. He stops and calls the manager who arrives and theydiscuss this and he leaves the plug partly in the pan draining the oil out and then the manager [redacted] calls [redacted].4. After talking to several mechanics from around this area they all agreed that probably what happed was as follows: The mechanic just finished his last car and went to her car, which they had to get the key and drive it in, because she left it the night before asmall nuisance. He then gets under the car and uses his "power tool" to remove the plug. He stuck the socket on the plug and quizzes the trigger. Only, he forgot to push the button to remove the plug but it actually tightens the plug, oops. Then he tries to remove the plug only to find he has torn the threads loose. He stops and calls the manager who arrives and theydiscuss this and he leaves the plug partly in the pan draining the oil out and then the manager [redacted] calls [redacted].5. They explain that probably she would have to have to replace the aluminum oil pan for around $500.00. After a few more minutes of talking she asked them to push the car outside and she will be there after work. After work she talked to [redacted] saying she did not feel it was her fault that one of their people did something to mess up the treads. He did not agree and provide different options to fix the issue but they could notdo them. So who really knows who should have to pay. The fault is not important, but the action or rather the lack of action from a "customer service" industry is the real problem. The plug was replaced with a bigger plug and oil was added for $44.00(see attached) by a professional service company. AAA    towed the car to a mechanic where I live and repair the plug for a simple $44.00. Time and effort from both [redacted] and myself was a cost but who cares. What a waste.6. They also make a point that they refunded the purchase of a gift card, but only after she asked, forgot that part.7. His last line regarding the repair at "No Charge"is something you can use in "What not to do". It would appear the only thing they did was ruin the plug and make the car unusable until fixed, gee thanks. They lost oil changes from her cars and their dependability is in question. Was it worth the $44.00. Think not. 

Regards, [redacted]

Re: [redacted]We at Purcell Tire & Service center are pleased to have the opportunity to respond to [redacted] concern. We have recieved and reviewed [redacted]'s complaint concerning [redacted] with 147,236 miles. On March 5th 2015 [redacted] brought her [redacted] in for an oil...

change and purchased a oil change gft card for $79.00. at that time we inspected and attempted to drain the oil, at which time the technician stopped and notifieed the service manager [redacted] that the threads were coming off with the drain plug. [redacted] the store manager and [redacted] the service manager inspected and evaluated what going to be the correct repair recommendation. [redacted] contacted [redacted] and advised her as to what was happening with her vehicle. Store manager explained that the threads were coming off with the drain plug and gave her options on doing the repair. SHe said that she had owned cars for years and this had never happened before. We explained that the oil pan was aluminum , a soft meetal and to consider the number of oil changes that the vehicle has had over the course of 147,236 miles. The options presented to [redacted] were to option 1 replace the oil pan, option 2 was to get a Honda Thread repair kit, but advised her that if the kit did not work the oil pan would have to be replaced. [redacted] also told her that Honda had a Technical Service Bulletin on this problem that was issued in 2005. [redacted] told me not to anything and she would pick up the vehicle when she got off work. When [redacted] came in the service manager [redacted] again explained the issue with her vehicle, however she wanted the repairs done at "No Charge"We refunded the purchase of the oil change gift card, and tried to explain that it was unreasonable us to do the repairs at no chargee when the only thing we did was inform her of the issue whith her vehicle. As a reputable repair facility the last thing we want is an unsatisfied customer, we always attemt to go above and beyond to accomadate their concerns, however in this case we were only the messenger.If you have any questions or need further information please contact me.Regards, [redacted] --- Region Manager [redacted]

We bought our son a near perfect condition 4 year old vehicle and took it to Purcell Tire to have the suspension raised. When I returned, the entire front end of the vehicle had been damaged by the car jack. They took no responsibility and actually blamed me, saying I had brought it in like that. I have been a customer at this shop for nearly twenty years. The new management is dishonest and careless. I strongly advise you to avoid this business.

April 23, 2016

Purcell Tire & Rubber Co.

Gentlemen:

I am very disappointed in the way you conduct your business. My neighborhood store is located at [redacted]. I have lived in the neighborhood for approximately 14 years. 6 years ago I purchased 4 premium tires for 156.99 each. This tire has a 65,000 mile tire warranty. Here is my concern. I brought the car in to have the tires rotated and was recommended to replace all 4 tires because they were purchased in 2010. There are only 33,000 miles on these current tires and it disturbs me that I paid as much as I did for a 65,000 tire only to be told they have to be replaced after 33,000 miles. At the time of purchase, I do not recall if the sales person told me tire have to be replaced after 6 years. I would have most likely told him my wife drives 5, 000 per year, and maybe I need a tire rated for 30,000 miles, or at most 40,000 miles. But why was I sold 65,000 mile tire? This is really bothersome to me. I feel like I have been taken advantage of.

Another incident occurred last year when I was told I needed rear brake pads for the same vehicle. I took it to my son-in-law’s mechanic and he pulled the rear wheels and said there was more than 50% brake pad remaining and not to worry about it. When I went back to my neighborhood location, I specifically asked Roger, the manager, to find out if the technician pulled the tire off to check the wear on the rear pads. He said that was not done. Only a visual inspection without the tire being pulled off was done.

Another incident occurred when I brought in a 2004 Ford Free Star Van that is used by a local animal shelter and placement organization. I am a volunteer for this organization. Among the numerous “recommendations” was a ridiculous amount to be charged for replacing 2 rear license plate bulbs. Well, here is the problem: When I personally checked, the rear license plate has only 1 bulb, not 2 that I was going to be charged for, and additionally, the bulb was not burned out!!. It was the bulb holder that had somehow gotten loose and pushed the bulb into the license plate frame. Once again, another example of shoddy inspection techniques.

It is for these reasons that I will not consider going back to my neighborhood location, nor any other Purcell location. Not even for the $19.95 oil change offer. I just don’t trust your company anymore.

The purpose in my taking the time to write you is to emphasize the feeling I have of being taken advantage of in more than one instance. I go out of my way to shop locally because I believe in supporting the neighborhood businesses. But I have my limits, and I am sorry to say, I am very, very, disappointed in the way our business relationship has thus far been handled.

Sincerely,

Bernie R

Phoenix, AZ 85028

I was not aware of any information I was asked to provide other than to indicate I needed a set of tires. If Purcell had bothered to look at the mileage of the vehicle, they would have noticed approximately 49,000 miles on a 5 year old vehicle. That equals barely 10,000 per year—considered low in industry standards. Is a premium, 65.000 mile tire indicated for this low mileage driving? I hardly think so. The tires were sold to me based on their own profit driven business model. Any reasonable shop person would have seen the low mileage and questioned me further, and honestly, would have recommended a less expensive tire. I am aware of the existence of the tire manufacturer’s incentives to sell a particular tire, regardless of what is actually needed by the consumer.

If I had been told—which I was not-- the statement “This recommendation of time just came into field around the middle of 2012 from the major tire manufactures after several high profile legal cases were settled”, I may have better understood the reason they were recommending new tires. In the absence of Purcell explaining this to me, all I could reasonably deduce is that the tires were at the end of their useful service life—which was not the case. Their lack of a meaningful explanation to me constitutes an omission of facts and seems like fraud or misrepresentation to me, the consumer.

So let me better understand what is being said her in this case. Purcell makes a limited visual inspection of my brakes; an inspection which includes an extremely limited view of my rear brake pads. Then they expect me to come back again, at my expense of time, when they would actually pull the tire and make a detailed inspection of the pads, at which time they would simply tell me nothing else was needed to be done—really?? Give me a break (no pun intended)! At the time this “quick service” is performed, the customer is “usually waiting to get back to work or other errands”—but yet Purcell expects this same customer to return to the shop to spend even more time waiting around, with the possibility that no additional work would be necessary?? This reasoning is so lame it is difficult to comprehend. And in my case, I USUALLY DROP OFF THE CAR only to return later in the day when repairs have been made. They have more than enough time to make a proper and honest inspection.

Okay, forget the price issue. How about just inspecting and getting the correct number of bulbs? 1 bulb, not 2. And not even a bulb, but rather the bulb holder.

Purcell has only been accredited with the Revdex.com since 5/6/2016. For a business being around 80 years, seems like a long time to wait to have earned accreditation. And by the way, Purcell pays a FEE for this so called accreditation. See for yourself:

Revdex.com Accredited since 5/6/2016.

Revdex.com has determined that Purcell Tire & Auto Service meets Revdex.com accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. Revdex.com Accredited Businesses pay a fee for accreditation review/monitoring and for support of Revdex.com services to the public.

Revdex.com accreditation does not mean that the business' products or services have been evaluated or endorsed by Revdex.com, or that Revdex.com has made a determination as to the business' product quality or competency in performing services.

And, additionally, THERE IS NOT ONE CUSTOMER REVIEW ON THE Revdex.com SITE!! Seems odd to me that no one bothers or has the time to review the “great reputation along with a strong repeat customer base this business has provided to the neighborhood”.

I am offended by the lame explanation Purcell has offered through their response letter to you. Quite honestly, it makes them look childish in their business approach. They are doing business form an 80 year old business model and obviously there is a major discrepancy between what they tell people and how they run their business.

We at Purcell Tire are pleased to have the opportunity to respond to a customers concern. [redacted] the store manager has contacted the customer on the morning of May 9th, and this complaint is resolved. Any further questions please contact me.

Regards,

[redacted]...

[redacted]

Region Manager