Our policy is that no work is done without customer approval first and that was not deviated from at any time during this instanceCustomer came in with a left front flat tire stating that they could not get the tire offI removed the tire and let the customers know that they had such difficulty removing it because they had different tire sizes on the same axle and that needed to be correctedThey stated they had tires of their own but theirs was still not the proper size to make to the two tires match on the axleI told them I could sell them a used tire for $to match one of the three sizes they had on the car and they agreed to buy a used tirebeThe right front tire also had a lock on it and I told them trying to get the locks off any wheels would damage the rims if they didn't use the proper toolsThey stated they had already tried burning it off, hitting it, using different sockets and even went to other shops that were not able to help themBoth customers they said to do what had to be done because the tires had to come offCustomers also stated they had a new lug nut set and asked me to use those because they had tried to replace the old ones but they couldn't get all of the old ones off They had already replaced some of the old lug nuts with new ones which I even had to cut off a couple of the newer ones to install the replacement tireThe left front rim had quite a bit of damage on it from the customer trying to remove the Locking nutAll the rims had some damageAgain I told them they had the wrong size tires on the carRight rear tire matched one of the other size tires they had so I took the rim off the rear and installed that tire on the right front to match left front but it also had universal rims so I had to use special lug nut tool to remove the wheel lugsI continued to explain to both customers what the problem was and they discussed their personal issues and financial issues with me so I was trying to help them out and I only charge them for the used tire and a decreased labor rate to try and help out this young couple going through so many problems which saved them over $just on laborI also stayed after hours and spent two hours of my time that I did not charge them for just to make sure the customer could get what they needed and be safeAfter this conversation the male customer leftThe left front tire was done so I proceeded to work on the Right frontAt this point the business was closed and I stated the car might need to stay until Monday The customer pleaded with me again and repeated to tell me their personal problems making me feel sorry for them so I said I would stay on my own time to finishCustomers mother even brought customers child around p.mand stayed with the customerI offered to open the shop for them so they can have heat and they declinedI had to cut and grind from behind the wheel to prevent any other damage to the vehicle until the lug nut and stud was removed so the rim could be taken off the vehicleI've then reinstalled the tires and the new lug nuts they had using the shop's lug nut key to remove the lug nuts then I torqued them to the vehicle manufacturing specsExtensive discussion was made with the customer(s) and before the shop closed even the employees heard the conversations regarding what needed to happenBoth customers specifically stated that the lug nuts have to come off and not to worry about any damageThe customers even watched the work being done so for them to stay they did not know or authorize me to move any of the tires around is totally falseIn my opinion these customers are trying to commit fraud in the amount of $to get a replacement set of rims that were already damaged significantly before the car came into the shopI went above and beyond to help a couple who led me to believe they financially did not have the extra money right now and told me I was the only one who helped them out and they thanked me for doing so multiple times and they were very happy that I was able to resolve the problemTheir total charge was $for one used tire and $per tire for replacement of lug nutsThey did not get charged for all of the extra time it took due to the wrong sizes on the vehicle and improper installation of the universal rims already on the vehicle in addition to them not having the proper tools when they tried to replace the lug nuts with the ones that they purchased [redacted] ***Manager - Roberts Tire
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.He is lying to make himself sound better we told him we had our own tires that we would bring to him and we did not ask him to change the front passenger tire outWe just asked for the driver front to be removed and that was it
Regards,
*** ***
Our policy is that no work is done without customer approval first and that was not deviated from at any time during this instance. Customer came in with a left front flat tire stating that they could not get the tire off. I removed the tire and let the customers know that they had such...
difficulty removing it because they had different tire sizes on the same axle and that needed to be corrected. They stated they had tires of their own but theirs was still not the proper size to make to the two tires match on the axle. I told them I could sell them a used tire for $20 to match one of the three sizes they had on the car and they agreed to buy a used tire. beThe right front tire also had a lock on it and I told them trying to get the locks off any wheels would damage the rims if they didn't use the proper tools. They stated they had already tried burning it off, hitting it, using different sockets and even went to other shops that were not able to help them. Both customers they said to do what had to be done because the tires had to come off. Customers also stated they had a new lug nut set and asked me to use those because they had tried to replace the old ones but they couldn't get all of the old ones off. They had already replaced some of the old lug nuts with new ones which I even had to cut off a couple of the newer ones to install the replacement tire. The left front rim had quite a bit of damage on it from the customer trying to remove the Locking nut. All the rims had some damage. Again I told them they had the wrong size tires on the car. Right rear tire matched one of the other size tires they had so I took the rim off the rear and installed that tire on the right front to match left front but it also had universal rims so I had to use special lug nut tool to remove the wheel lugs. I continued to explain to both customers what the problem was and they discussed their personal issues and financial issues with me so I was trying to help them out and I only charge them for the used tire and a decreased labor rate to try and help out this young couple going through so many problems which saved them over $100 just on labor. I also stayed after hours and spent two hours of my time that I did not charge them for just to make sure the customer could get what they needed and be safe. After this conversation the male customer left. The left front tire was done so I proceeded to work on the Right front. At this point the business was closed and I stated the car might need to stay until Monday. The customer pleaded with me again and repeated to tell me their personal problems making me feel sorry for them so I said I would stay on my own time to finish. Customers mother even brought customers child around 7 p.m. and stayed with the customer. I offered to open the shop for them so they can have heat and they declined. I had to cut and grind from behind the wheel to prevent any other damage to the vehicle until the lug nut and stud was removed so the rim could be taken off the vehicle. I've then reinstalled the tires and the new lug nuts they had using the shop's lug nut key to remove the lug nuts then I torqued them to the vehicle manufacturing specs. Extensive discussion was made with the customer(s) and before the shop closed even the employees heard the conversations regarding what needed to happen. Both customers specifically stated that the lug nuts have to come off and not to worry about any damage. The customers even watched the work being done so for them to stay they did not know or authorize me to move any of the tires around is totally false. In my opinion these customers are trying to commit fraud in the amount of $400 to get a replacement set of rims that were already damaged significantly before the car came into the shop. I went above and beyond to help a couple who led me to believe they financially did not have the extra money right now and told me I was the only one who helped them out and they thanked me for doing so multiple times and they were very happy that I was able to resolve the problem. Their total charge was $20 for one used tire and $10 per tire for replacement of lug nuts. They did not get charged for all of the extra time it took due to the wrong sizes on the vehicle and improper installation of the universal rims already on the vehicle in addition to them not having the proper tools when they tried to replace the lug nuts with the ones that they purchased. [redacted]Manager - Roberts Tire
Our policy is that no work is done without customer approval first and that was not deviated from at any time during this instanceCustomer came in with a left front flat tire stating that they could not get the tire offI removed the tire and let the customers know that they had such difficulty removing it because they had different tire sizes on the same axle and that needed to be correctedThey stated they had tires of their own but theirs was still not the proper size to make to the two tires match on the axleI told them I could sell them a used tire for $to match one of the three sizes they had on the car and they agreed to buy a used tirebeThe right front tire also had a lock on it and I told them trying to get the locks off any wheels would damage the rims if they didn't use the proper toolsThey stated they had already tried burning it off, hitting it, using different sockets and even went to other shops that were not able to help themBoth customers they said to do what had to be done because the tires had to come offCustomers also stated they had a new lug nut set and asked me to use those because they had tried to replace the old ones but they couldn't get all of the old ones off They had already replaced some of the old lug nuts with new ones which I even had to cut off a couple of the newer ones to install the replacement tireThe left front rim had quite a bit of damage on it from the customer trying to remove the Locking nutAll the rims had some damageAgain I told them they had the wrong size tires on the carRight rear tire matched one of the other size tires they had so I took the rim off the rear and installed that tire on the right front to match left front but it also had universal rims so I had to use special lug nut tool to remove the wheel lugsI continued to explain to both customers what the problem was and they discussed their personal issues and financial issues with me so I was trying to help them out and I only charge them for the used tire and a decreased labor rate to try and help out this young couple going through so many problems which saved them over $just on laborI also stayed after hours and spent two hours of my time that I did not charge them for just to make sure the customer could get what they needed and be safeAfter this conversation the male customer leftThe left front tire was done so I proceeded to work on the Right frontAt this point the business was closed and I stated the car might need to stay until Monday The customer pleaded with me again and repeated to tell me their personal problems making me feel sorry for them so I said I would stay on my own time to finishCustomers mother even brought customers child around p.mand stayed with the customerI offered to open the shop for them so they can have heat and they declinedI had to cut and grind from behind the wheel to prevent any other damage to the vehicle until the lug nut and stud was removed so the rim could be taken off the vehicleI've then reinstalled the tires and the new lug nuts they had using the shop's lug nut key to remove the lug nuts then I torqued them to the vehicle manufacturing specsExtensive discussion was made with the customer(s) and before the shop closed even the employees heard the conversations regarding what needed to happenBoth customers specifically stated that the lug nuts have to come off and not to worry about any damageThe customers even watched the work being done so for them to stay they did not know or authorize me to move any of the tires around is totally falseIn my opinion these customers are trying to commit fraud in the amount of $to get a replacement set of rims that were already damaged significantly before the car came into the shopI went above and beyond to help a couple who led me to believe they financially did not have the extra money right now and told me I was the only one who helped them out and they thanked me for doing so multiple times and they were very happy that I was able to resolve the problemTheir total charge was $for one used tire and $per tire for replacement of lug nutsThey did not get charged for all of the extra time it took due to the wrong sizes on the vehicle and improper installation of the universal rims already on the vehicle in addition to them not having the proper tools when they tried to replace the lug nuts with the ones that they purchased [redacted] ***Manager - Roberts Tire
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.He is lying to make himself sound better we told him we had our own tires that we would bring to him and we did not ask him to change the front passenger tire outWe just asked for the driver front to be removed and that was it
Regards,
*** ***
Our policy is that no work is done without customer approval first and that was not deviated from at any time during this instance. Customer came in with a left front flat tire stating that they could not get the tire off. I removed the tire and let the customers know that they had such...
difficulty removing it because they had different tire sizes on the same axle and that needed to be corrected. They stated they had tires of their own but theirs was still not the proper size to make to the two tires match on the axle. I told them I could sell them a used tire for $20 to match one of the three sizes they had on the car and they agreed to buy a used tire. beThe right front tire also had a lock on it and I told them trying to get the locks off any wheels would damage the rims if they didn't use the proper tools. They stated they had already tried burning it off, hitting it, using different sockets and even went to other shops that were not able to help them. Both customers they said to do what had to be done because the tires had to come off. Customers also stated they had a new lug nut set and asked me to use those because they had tried to replace the old ones but they couldn't get all of the old ones off. They had already replaced some of the old lug nuts with new ones which I even had to cut off a couple of the newer ones to install the replacement tire. The left front rim had quite a bit of damage on it from the customer trying to remove the Locking nut. All the rims had some damage. Again I told them they had the wrong size tires on the car. Right rear tire matched one of the other size tires they had so I took the rim off the rear and installed that tire on the right front to match left front but it also had universal rims so I had to use special lug nut tool to remove the wheel lugs. I continued to explain to both customers what the problem was and they discussed their personal issues and financial issues with me so I was trying to help them out and I only charge them for the used tire and a decreased labor rate to try and help out this young couple going through so many problems which saved them over $100 just on labor. I also stayed after hours and spent two hours of my time that I did not charge them for just to make sure the customer could get what they needed and be safe. After this conversation the male customer left. The left front tire was done so I proceeded to work on the Right front. At this point the business was closed and I stated the car might need to stay until Monday. The customer pleaded with me again and repeated to tell me their personal problems making me feel sorry for them so I said I would stay on my own time to finish. Customers mother even brought customers child around 7 p.m. and stayed with the customer. I offered to open the shop for them so they can have heat and they declined. I had to cut and grind from behind the wheel to prevent any other damage to the vehicle until the lug nut and stud was removed so the rim could be taken off the vehicle. I've then reinstalled the tires and the new lug nuts they had using the shop's lug nut key to remove the lug nuts then I torqued them to the vehicle manufacturing specs. Extensive discussion was made with the customer(s) and before the shop closed even the employees heard the conversations regarding what needed to happen. Both customers specifically stated that the lug nuts have to come off and not to worry about any damage. The customers even watched the work being done so for them to stay they did not know or authorize me to move any of the tires around is totally false. In my opinion these customers are trying to commit fraud in the amount of $400 to get a replacement set of rims that were already damaged significantly before the car came into the shop. I went above and beyond to help a couple who led me to believe they financially did not have the extra money right now and told me I was the only one who helped them out and they thanked me for doing so multiple times and they were very happy that I was able to resolve the problem. Their total charge was $20 for one used tire and $10 per tire for replacement of lug nuts. They did not get charged for all of the extra time it took due to the wrong sizes on the vehicle and improper installation of the universal rims already on the vehicle in addition to them not having the proper tools when they tried to replace the lug nuts with the ones that they purchased. [redacted]Manager - Roberts Tire