Ray Tonks, DDS, PC

Initial Business Response / [redacted] (1000, 5, 2016/09/07) */ THE CASE HAS BEEN TAKEN CARE OF BY THE MANAGER OF THAT STORE [redacted] ...AND BOTH PARTIES ARE HAPPY NOW..THANKS Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/09/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) After a few interactions, patriot was agreeable to a compromise of my terms

Initial Business Response /* (1000, 5, 2015/07/10) */
Contact Name and Title: brian
Contact Phone: XXXXXXXXXX
resolution has been solved
OFFER:

*** I have no record of doing business with mr *** in your email u stated that I have not reply to you or him the first I hear of this matter was last week my brother use to work for burtonfencing but was let go in Jan sense then he has been doing business under my company and
license # with out my permission and the Contractors State License Board has been investigating this matter since the beginning of February please send copy of burtonfencing contact if the customer has one and hopefully we can resolve this matter. Call if u have any questions ***Thanks

Mr, ***,We at Patriot strive on great customer service Being over a month ago the salesman cannot remember all the details, But the Tire Manufacturer only covers belts or mileage warranty if the process are followedIf I remember right the tire was blown out so wasn't able to tell
what kind of hole punctured itNobody likes to purchase a tire that soon again But the issue you had wasn't a defect in the tireSense you feel you was not offered road hazzard and its even on your receipt decline or accept Patriot will give the Chevy Monte Carlo free road hazzard on all tires We feel this is more then fair Thanks

Initial Business Response /* (1000, 5, 2016/09/12) */
customer has not talked to management about this but we are aware of the customer..first he came in for a knocking noise we fixed it then he changed it to a vibration..and we notice u joints loose so we credited him back for first job and did u
joints..the ranger is old and he has multiple issues going onif the customer would likeour service manager *** will be glad to ride with him to see what else is going on.....we would like to see the ranger and *** ride with him and look it over before we decide how to handle it...thanks
Initial Consumer Rebuttal /* (3000, 7, 2016/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As a staff and company they continue to insult my intelligenceI never ONCE mentioned a knocking noiseMy first words to describe the ordeal were DEATH WOBBLE because at high speeds the vibrations were so great the truck felt incredibly unstableFrom the beginning my problem has been very vividly described (an extreme vibration that shook the whole cab)I am aware of multiple issues with my vehicle, all which I am working onHowever, I came in to Patriot with a very detailed description of my problem and simply desired to fix that one specific problem, as I could not figure it out at firstThe only thing that needed to be done was for someone to wiggle the cv shaft to see the slack in it, which revealed the true problem: the manual lock hubs were missing components that filled the space between the end of the cv axle and the inside of the wheelI retract my desired resolution as I do not trust the staff to touch my vehicleI just hope to inform others of the demeaning manner and disrespect that they treat customers with, as seen in their reply, as well as keep people from spending more money than necessary

David,Patriot Tire was just trying to give you a good deal by offering the road hazzard, but since you don't have the car no more, then we will issue you a refund on the tire itself not including installationThe total refund would be to cover the cost of the tire if you except that feel free to stop back at the dupont rd location and we can get that taken care of Thanks

Initial Business Response /* (1000, 5, 2015/10/20) */
Contact Name and Title: *** ***, general ma
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@patriottire.net
I have talked to *** since she sent you all this, she sent this before talking to me...I explained and showed your
what was going on with the car and she understood...and we resolved the issue
OFFER:
*** came to my location yesterday and we showed her and resolved the situation..thanks
Initial Consumer Rebuttal /* (3000, 7, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with *** today, there are further concerns at this timeDue to the continued misdiagnostics provided by Patriot Tire over upwards of a year, and the continued issue never being resolved it was brought to my attention today by the Kia dealer had Patiot Tire made the proper diagnostics and/or suggested they couldn't resolve the issue my car at that time would have been covered under warrantyIt was suggested that ***, *** Nicely and Patriot Tite have the opportunity to fix the problem now that they feel they have correctly diagnosed it*** has instructed me he *** speak to a few mechanics and the owner and get back with me as early as Monday this next weekI'm completely beside myself and yes I have been refunded but between my husband and myself we have spent countless hours of uncompensated time away from family and/or having to contain small children in this shop only to continue to have no resolutionHad this been diagnosed even the first few months my car would have been covered under warranty
Final Consumer Response /* (4200, 11, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
***, I have received phone call from you..yesterday - Tuesday at 1:15pmYour message said verbatim "at your earliest convenience call and sa meeting with the fernhill location tech"I worked 8am until 6pm yesterday and todayI also work am until 5p tomorrow and I work I a very busy doctors office so I'm not sure if I'll get a chance to call yet tomorrowVerbatim "at my earliest convenience" - one phone call! Seriously! I'm the one that has been every bit inconvenienced!!! I have been very polite with you and appreciate your help thus far - please don't act like a *** now because I have absolutely had it with that behavior from some of your employees!
Patriot tire employees have messed around with my car since last November (at least) never fixing if, me paying for services rendered, me spending hours in your Illinois road store with no resolution; because of continued misdiagnoses and unnecessary services being performed my cars warranty expired...big lesson for myself but also should be a lesson for your service techs if they can't fix it suggest another company or location? You are getting involved nearly a year after my trouble has begun please keep that in mind and don't use such harshness
The message you left me, you stated the dealer told me $keep in mind that was for a brand new part - not rebuiltHonestly, I'm scared to death to have anymore work done by patriot tire...have you talked with the owner *** Nicely yet? What does he suggest? I need to know that there is actually someone qualified to do the job

Initial Business Response /* (1000, 5, 2015/08/13) */
Contact Name and Title: mn
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@patriottire.net
The customer came in to have brakes done, we did the brake job, a few days later he had to come back due to a caliper locking up..in doing
brakes that will happen in the auto world..its nothing the shops do wrong..at the time the caliper was working or you would have not been able to press the piston back in..the only thing we as patriot could have done better was quote him a better price on the caliper and lines...a new employee quoted from the dealer instead of quoting it local and he quoted lines instead of 2..but we would have caught that if we did the work for him, and only charged him for 2..but the customer denied the work and chose to take it some where else....telling him that a brake line was grinked...so he came back to us going off on that...we had him watch us pull the car in and patriots service manager even showed him both sides and that the lines was not and he even agreed...but the caliper was not sticking then but im sure it was...so as customer sat we even sold him the caliper at cost and replaced the pads and rotors under warranty which we would have done anyway on those parts with caliper locking up getting them hot,,,,,then form the other shop he took it to damage of his lugs , we even said we would replace them for him when the other shop should..and we did it at no charge which other shop should have..so we went out of our way for him and did that for cost and no charge just cause the new guy could have not quoted from the dealer..and his lug nuts are unique and have chrome caps that sit over the lug nut.causing it to appear loose but it was not
OFFER:
patriot has tried to take care of him ..from day one all he says is he wants all is money back..thats not reasonable and we wont do that..we solved his issue that was out of our control..no shop cannot predict when a caliper will lock up..even fixed his lugs at no cost that another shop messed up....I believe we still have the correct lugs for him...he works right beside us in customer service and that company does not give all the money back just cause the customer wants it..I have seen that first hand from that business...we have went out of our way to show him and resolve the problem even showed him where the other company said line was kinked and was not...he has even bashed us on social media when we took care of him...so at this stage patriot has replace the parts under warranty and replacing lugs that other shop should have that damaged them when they took the tires off..but we are going to take care of that anyway..so if the customer wants to take it somewhere else that is on him...sorry he feels that way..just to let him know we care..patriot will be glad to give him a gift certificate that he can use at a later day
Initial Consumer Rebuttal /* (3000, 7, 2015/08/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please stop lying, Patriot TireWhen I confronted the man who said he was the assistant manager, instead of the owner, he told me that there were three brake lines, just like on the estimateHe said that the estimate sounded rightHe didn't ever mention that a deposit of $sounds unreasonable to order a $hoseHe told me to bring the car back to the shop the next day and the head technician would show me where the third brake line wasWhen I brought it back in, the head technician even tried to indicate that it was correctThere are, at most, two lines running to a caliperI saw it with my own two eyes
I really didn't want to get into the details of it, to save you the humiliation, but it looks like you've forced me toWhen I took it to Midas, I watched every move he made like a hawkHe had trouble finding an attachment to loosen my lug nut because it was already damaged so badlyNo one had touched that lug nut except your storeMidas did not damage itThe technician at Midas unkinked the brake hose so the caliper would work somewhat correctly, hence why the caliper was not locked onto the rotor when I brought it back to your shopIt was a safety hazard the way you left it
I will attach video showing that it was not the one(1) lug nut you replaced that was loose, but the one next to itIt is a solid lug nut, and has no capI will also attach my receipt for parts I received from your shop minutes before the videoTo think that your technician lied and told me he tightened all of my lug nuts three times when in reality he obviously didn't...is it really so hard to believe that he couldn't possibly have kinked my brake hose while he was working on it? My car is only three years old, and before coming to your shop I'd never had a single issue with any of my brake lines or calipersI have a hard time imagining that a brake line would suddenly kink, like it had a mind of its own
If the employee was new and quoted the wrong prices, why would no one mention any possibility of that being to blame except your general manager, and only after I started demanding a refund? The employee who gave the estimate surely seemed seasoned, and I'd seen him there when you replaced a faulty brake light a month prior
It is not acceptable to me that I have been lied to by you and your staff multiple times nowYou lied to me yourselfTo compare my business with yours is hilariousWe do make things right, to the absolute best of our ability, and we are sure to give customers full disclosure about what to expect
In reading reviews of your location online, it surely seems like this isn't the first time you've attempted to fraud customers out of more money, or given faulty repairsI would think by now that you would realize that word of mouth travels quickly and that this type of business model isn't sustainableHowever, none of that is my problem
I want my full refundFor being lied to repeatedly, for attempting to scam me out of $500, and for all the time I've wasted returning to your establishment hoping to get my car repaired correctly
Final Business Response /* (4030, 10, 2015/08/24) */
sorry customer feels that way, patriot has bent over backwards for him , and patriot stands behind its orginal rebutal
OFFER:
the orginal offer from the first rebutal

Initial Business Response /* (1000, 5, 2018/01/12) */
to whom it concerns, we at patriot strive on taking care of our customers, it did get towed in to see what the issue was..the van has we think a electrical problem somewhere...we kept the customer updated the whole time..he also had fouled spark
plugs that we called and he okayed them to be done..and we had several hours in time with this car...but I do see both sides on this..I feel what would be fair for both sides is the customer that agree for spark plugs and the labor on it to pay which he did..and we reimburse him the difference which would be the rest was in spark plugs and labor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me My son Ryan, the owner of the car, will stop by and pick up the $
Thank you

Initial Business Response /* (1000, 6, 2015/06/30) */
Contact Name and Title: PATRIOT TIRE
Contact Phone: XXXXXXXXXX
[redacted], AFTER READING YOUR CASE , I FEEL THAT WE COULD HAVE HANDLED THE SITUATION DIFFERENTLY , THE STORE YOUR REFERRING TO NORMALLY DOES A GOOD JOB...SO STOP IN THE FERNHILL...

LOCATION AND WE WILL REIMBURSE YOU THE DIAG..
OFFER:
WE WILL REIMBURSE YOU THE DIAG, STOP IN THE FERNHILL STORE TO..THANKS
Initial Consumer Rebuttal /* (2000, 8, 2015/06/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund was given as requested. Store did not accept responsibility or offer an apology, but they did refund the charge.

Initial Business Response /* (1000, 5, 2016/09/12) */
we have talked to this customer several times , the manager and service manager and the owner..we replaced tire rods over 9 months ago, and last month they noticed a boot ripped..saying we did it 9 months ago..that could have happened several...

different ways even from road debris.....but being that long , we believe in customer satisfaction..we will stick firm to this and believe its more than fair...we explained to them we would install boots for free if they bought the boots. or we buy the boots and they pay for labor.. either one..but they want it all for free and we feel thats not fair..we stick firm to our decision ..I dont even believe its her car..her boy friend friday agreed to the service manager that he would get the part and we do it for free...then she sends this..but patriot sticks firm to the offer..thanks
Initial Consumer Rebuttal /* (3000, 7, 2016/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a satisfactory response at all. If anything this response is condescending and elementary. I am glad that you think Patriot Tire believes in customer satisfaction, but in reality this message proves that they absolutely do not. In any professional business when there has been a falling out between customer and employee, something has gone wrong, a part was faulty and caused distress, etc. the business would generally do everything in their power to salvage the situation. If you go to grocery store or super store and you buy a broken toy they exchange it for free or give you all of your money back no questions asked. In them medical field if a patient feels unsatisfied with what the doctor has done the manager may choose not to bill the patient's insurance for that service. It should be no different in the mechanic profession. Patriot tire has no professional customer service skills and I would really like to know what their mechanics credentials are too because they do not seem very bright either. Most of them do not even have all their teeth. That "owner," who only owns 51% in one patriot tire and 49% in the other, should not be allowed within 100 yards of the Patriot tires. He should really have to take some classes on people skills and maybe even anger management classes as well. He reminds me of a bull in a china shop.
As for your accusations about the damage being caused by road debris. You obviously do not know a lot about cars. The "road debris" did not rip the inner tire rod boot off then try to stick only one end back on with a zip tie causing the whole thing to fill up with water and the inner tire rod end that is less than a year old to go bad prematurely. I checked those are supposed to last a lot longer than 9 months before they go bad of natural causes. I do not look under my car just for the fun of it. That is why I did not discover the ripped boots until my brakes needed changed. It was my fault for trusting in the mechanic at Patriot Tire and not double-checking his work. Lesion learned. I have read dozens of reviews that have the same elements as what happened to me and it sickens me. The only reason that my boyfriend said that he would buy the part is because we have been back and forth for 7 days in a row and bullied into thinking that is the right thing to do. Do I get any compensation or sympathy for driving back and forth the first time for 6 days in a row and the second time going for 7 days in a row? The only thing that was offered to me was the company van once because I told them that I am going to college for my second degree, have a full time job, and have three kids to take care of. But when I went to pick up the van there were not back seats in it! I have THREE kids. Where did you expect me to put them?
You really accused me of "it not even being my car." Just b/c it was handed down by family doesn't mean that it is not mine. I drive it every day. I pay for maintenance. I put my three kids in it every day. And I would be the one who would have to pay for your mistakes! So tell me again how it is not MY car? You might get one over on other people but I do know a thing or two about cars (surprise a girl knows mechanics) and I will not let you mess around with my family vehicle.
Final Business Response /* (4000, 9, 2016/09/26) */
they have also talked to the mechanic at sw [redacted] he agree to her that he would put the boot on for free and align it..so she just needs to get with [redacted] at sw..thanks
Final Consumer Response /* (4200, 11, 2016/10/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your wonderful staff at the SW location has nothing to do with your Dupont location. I have friends and got lucky that some of them work at the other location. You did nothing to help me or to resolve the situation. Not even an apology. Shame on you. You do not get to reap the benefits from the amazing job that the staff at the SW location did and now it's too late to salvage the situation. Good day.

Initial Business Response /* (1000, 5, 2016/09/07) */
THE CASE HAS BEEN TAKEN CARE OF BY THE MANAGER OF THAT STORE [redacted] ...AND BOTH PARTIES ARE HAPPY NOW..THANKS
Initial Consumer Rebuttal /* (2000, 7, 2016/09/07) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)
After a few interactions, patriot was agreeable to a compromise of my terms.