Rad Performance, LLC

GOOD MORNING THE FIRST TIME [redacted] CALLED WITH A COMPLAINT ABOUT HIS LUG NUT BEING STRIPPED AND BROKEN AT THE DEALERSHIP WE ASKED HIM TO BRING THE VEHICLE TO US TO CHECK IT AND PERFORM THE REPAIR IF WE FELT WE WERE RESPONSIBLE. TRIED TO TALK TO HIM AND TELL HIM OUR TIRE TECHS ALWAYS START LUGS BY HAND AND THEN TORQUE TO SPECS AFTER TIRE INSTALLATION. HE DECLINED TO DO SO AND HAD THE DEALERSHIP DO IT AND DEMANDED RAD TO PAY FOR THE BILL WITH THREATS OF CALLING THE NEWS AND BASHING US ON FACEBOOK. RAD PAID FOR THE BILL WHICH WAS OVERLY PRICED COMPARED TO WHAT RAD WOULD NORMALLY CHARGE TO PERFORM THE SAME REPAIR. WHEN HE CAME BACK TO HAVE HIS TIRES ROTATED I PERSONALLY SUPERVISED BECAUSE OF THE PAST ACCUSATIONS AND REPAIR COST BEING PAID TO CUSTOMER. NOW SEVERAL MONTHS LATER [redacted] IS CALLING ME FROM ANOTHER REPAIR FACILITY WITH THE SAME COMPLAINT. TRIED TO TALK TO HIM BUT WENT NOWHERE QUICKLY AS I TOLD HIM WE DEFINITELY DID NOT FEEL RESPONSIBLE A SECOND TIME FOR THE SAME PROBLEM ONCE AGAIN DEMANDING RAD PAY FOR HIS REPAIR BILL AT [redacted] AUTO CENTER [redacted] HAS HIS TRUCK WORKED ON AT MANY LOCATIONS. I REALLY DONT KNOW WHERE HIS TRUCK HAS BEEN OR WHO HAS WORKED ON IT SINCE ITS BEEN IN MY SHOP AT RAD AND EVEN AT THAT AUTOMOBILE STUDS STRETCH AND WEAR UPON EVERY REMOVAL AND REINSTALLATION. I HAVE TO REPLACE STUDS ON CUSTOMERS VEHICLES ALL THE TIME WHETHER THEY COME TO ME FOR SERVICE OR TIRES FOR THE FIRST TIME AS NEW CUSTOMERS OR EXISTING CUSTOMERS. CANT ALWAYS JUST BLAME THE LAST GUY THAT TOUCHED YOUR VEHICLE. PARTS WEAR OUT AND THINGS BREAK ESPECIALLY ON OLDER VECHICLES. I FEEL THAT RAD IS NOT RESPONSIBLE KNOWING THAT I WATCHED MY TECH PERFORM HIS LAST ROTATION.

I am rejecting this response because the first time was at a Nissan dealership where I was having other work doneThe second time was at *** where I am a member and get all my oil changes on my truck for yearsThe only thing in common was the fact that the tires had been rotated by Rad both times prior to it being at these other facilitiesNo one had rotated my tires or touched the wheels except RadI purchased the tires from RadThat's why they do the rotationIf they're the only ones rotating my tires, then they are to blameAs far as bringing it to him to fix, I couldn't just stop mid repair and leaveI didn't feel safe with the lugtherefore had the shops repair themI was advised by the manager at *** ***, a very reputable car dealership, that this was in fact caused by the poor practices of RadThey should pay for the repair

I am rejecting this response because:
Basically he is saying the same thing againHe sat behind the counter during the rotationI never saw him walk awayI sat on the couch where I could see the desk which is where he wasI was paying attention because I was worried they would try to get back at me for them paying the first time Let me explain again since he keeps repeating the same ol crapI couldn't leave the Nissan dealership with a lug that could come off while drivingThat's extremely unsafeI assume he didn't care about my safetySecondly he was the only one to touch my wheelsHe can try to come up with excuses but same problem, same place, same resultI find it hard to believe if they hand tightened all lugs first that as he says they wouldn't have to repair so mAnyHe needs to pay for the repairNo more excuses!

*** did buy the tires from Rad Performance for his Vehicle and shortly after was at another dealer having some service work done in the first experience with a wheel stud issue. Customer stated he had a wheel stud cross threaded on his vehicle and he was going to let the mechanic where he was
perform the repair. He told me the price of $to replace wheel stud which is very high {normally $repair at my shop so I asked him to bring it to me to have him replaced. He was not willing to do that and was confrontational so I agreed to pay for the repair even though I felt it was not necessarilly Rad Performances fault Upon repair asked *** if he had any more issues to please bring it to meNow again year later *** is calling again with same complaint of a cross threaded wheel studHe is at a different service shop this time than the first time. This time once again he had already had the service performed and demanded that I was going to pay for itTried to ask once again why he didn't bring it to me and explain to him as I did the first time didn't feel responsilbleHe takes his truck to several repair facilities and I just did not feel responsible everytime he has an issue with his truck. Every time a lug is removed and reinstalled a certain amont of stretching occurs so cant always expect someone else to pay for his repairs. He did not want to hear any reasoning and once again became confrontational and ended up with threats from him and a hang up...Small business is tough and hard to be perfect all the time Sorry *** feels like this is the fault of my employeesI wish this situation would have ended differently and he would have just came to Rad initially but that didn't happen. My goal is to have every customer satisfied and we strive really hard for it but unfortunately we didn't that achieve this time

GOOD MORNING     THE FIRST TIME [redacted] CALLED WITH A COMPLAINT ABOUT HIS LUG NUT BEING STRIPPED AND BROKEN AT THE DEALERSHIP WE ASKED HIM TO BRING THE VEHICLE TO US TO CHECK IT AND PERFORM THE REPAIR IF WE FELT WE WERE RESPONSIBLE. TRIED TO TALK TO HIM AND TELL HIM OUR TIRE TECHS ALWAYS START LUGS BY HAND AND THEN TORQUE TO SPECS AFTER TIRE INSTALLATION. HE DECLINED TO DO SO AND HAD THE DEALERSHIP DO IT AND DEMANDED RAD TO PAY FOR THE BILL WITH THREATS OF CALLING THE NEWS AND BASHING US ON FACEBOOK.  RAD PAID FOR THE BILL WHICH WAS OVERLY PRICED COMPARED TO WHAT RAD WOULD NORMALLY CHARGE TO PERFORM THE SAME REPAIR. WHEN HE CAME BACK TO HAVE HIS TIRES ROTATED I PERSONALLY SUPERVISED BECAUSE OF THE PAST ACCUSATIONS AND REPAIR COST BEING PAID TO CUSTOMER.   NOW SEVERAL MONTHS LATER [redacted] IS CALLING ME FROM ANOTHER REPAIR FACILITY WITH THE SAME COMPLAINT.  TRIED TO TALK TO HIM BUT WENT NOWHERE QUICKLY AS I TOLD HIM WE DEFINITELY DID NOT FEEL RESPONSIBLE A SECOND TIME FOR THE SAME PROBLEM ONCE AGAIN DEMANDING RAD PAY FOR HIS REPAIR BILL AT [redacted] AUTO CENTER   [redacted] HAS HIS TRUCK WORKED ON AT MANY LOCATIONS.  I REALLY DONT KNOW WHERE HIS TRUCK HAS BEEN OR WHO HAS WORKED ON IT SINCE ITS BEEN IN MY SHOP AT RAD AND EVEN AT THAT AUTOMOBILE STUDS STRETCH AND WEAR UPON EVERY REMOVAL AND REINSTALLATION.  I HAVE TO REPLACE STUDS ON CUSTOMERS VEHICLES ALL THE TIME WHETHER THEY COME TO ME FOR SERVICE OR TIRES FOR THE FIRST TIME AS NEW CUSTOMERS OR EXISTING CUSTOMERS. CANT ALWAYS JUST BLAME THE LAST GUY THAT TOUCHED YOUR VEHICLE. PARTS WEAR OUT AND THINGS BREAK ESPECIALLY ON OLDER VECHICLES. I FEEL THAT RAD IS NOT RESPONSIBLE KNOWING THAT I WATCHED MY TECH PERFORM HIS LAST ROTATION.