Scranton Dunlop Inc

*** ***'s additional claim of damage (pictures) was not seen, pointed out or addressed at the time of my inspection- I shall forward *** ***'s claim to our insurance provider and they will handle this going forwardI have also copied this e-mail to our company controller Bill B*** to help expedite this( ***f*tire.com ) Hopefully this will resolve the complaint to *** ***'s satisfaction
Respectfully-
- Mike C***

On 12/2/*** *** *equested to have his snow tires installed on his ***He was informed that the price would be $+ tax for the service which is standard pricing for tires to be swapped that were not purchased from usThe price for customers that have purchased their snow tires from us
originally is $*** *** informed Mike C*** that another place he had just been to wanted less ($for all installed) and Mike C*** did give *** *** the previous customer pricing of $42.15- *** *** asked if we could do any better on that price and we declined*** *** then agreed to our higher price than he was quoted at another shop he just left fromUpon completion of the service I noticed *** *** on his hands and knees in the parking lot thoroughly inspecting his wheelsThat wasn't so much unusual in itself but the fact that it was snowing/sleeting and the parking lot was wet from snow and mud that this seemed a little extreme for the current weather conditionsI was then informed by Mike C*** that *** *** approached him stating we damaged his wheelsI went outside and *** *** pointed out what appeared to be stone chips on the external face of of the rimsOne rim that he pointed out had a chip a few inches from a large curb rash on the rim approx1-2" longWhen asked about the curb rash *** *** did indeed say that this damaged was caused by himself but that the chip a few inches from this damage was caused by usI then proceeded to inspect the marks myself thoroughly that he pointed out on the rimsThe marks are indeed stone chips, not scratches and I informed *** *** that this damage was not indicative to any mounting procedures that we useOur tire machines used to mount these tires are very current, all less than months old and are "no touch" systems where no part of the machine is in contact with the rim while the tires are dismounted and mountedI looked at the chips he pointed out and explained to *** *** that these marks, if for some reason were caused by our machine would create a scratch from being in contact with the wheel while rotating during the dismount/mounting of the tires, not just a chip*** *** then stated he said we must have laid his rims on their face on the floor and that if it wasn't our machine then it was the operator who must have damaged them by not being carefulAgain- I had to explain to *** *** that this damage was not by "laying his rims face down" as suggested- the chip(s) were not consistent with that type of damage- *** ***'s rims extend out farther in the center at the hub area than at the rim area- IF you were to carelessly lay the rims on their face as he suggested- the damage on the wheel would occur closer to the hub being that the center part of the rim protrudes farther out than the lip of the rimThe employee that worked on his vehicle has been employed by us for almost years and that's all he does, day in/ day outThrough his employment with us we have never had a damage complaint from this employee*** *** then stated that he thoroughly inspected his wheels "prior" to arriving at our store for the serviceI was able to witness *** ***'s thorough inspection after the installation here in our parking lot and after his adamant claims that he also inspected them prior to coming here made me wonder why he made no mention of that to MrC*** while the two of them were out at his car prior to writing the work orderI asked *** *** that if the rims were of such a concern (causing him to inspect them prior) then why didn't he at least mention it prior to service? Obviously, IF he did indeed go through the trouble to inspect his rims as thoroughly before his arrival as he stated and as thouroghly as he did after the service one would think that this is a legitimate, reasonable questionIt was at this time *** *** began yelling- "Are you fking kidding me??!! Are you fking kidding??!! I should have to tell you not to damage my wheels??!!" *** *** asked "what are you going to do for me about this?" I offered to refund his mounting fees but he stated that this was not good enough, he then stated that he wanted new wheelsI pointed out that for his one wheel that he stated was damaged by himself that his damage was beyond repair and required replacement to correct the issue(curb rash from rubbing the rim on the curb during parking maneuvers)He then stated that he would allow us a partial credit towards that rim because of his damageThis offer is not acceptable to me or the companyDue to *** ***'s unreasonable demands, his aggressive confrontation and vulgarities in the presence of customers and other employees I informed *** *** that this exchange is over*** ***'s claim that we deceived and bullied him are unfounded and uncalled forI apologize to *** *** if he feels this was so

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thank you.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Michael C[redacted] claims that his technician
did not damage the wheels. However, in addition to the damage that he describes
as “rock chips,” there are also long circumferential scratches present at the
interface between the tire and the wheel – this damage is present on all four
wheels. This matches his description of the type of damage that would be
inflicted by his tire mounting machinery if misused. I have included pictures
that I took approximately 30 minutes after leaving [redacted] Tire. Please note
the long white scratches right next to the inner surface of the tire. There is
no way that rocks or curb rash caused this, and my tires/wheels have never been
serviced outside of this event. I have also included one picture of what
Michael C[redacted] describes as a “rock chip” – I am certain that this damage was
also caused by [redacted] Tire. I would be happy to take more pictures and even
show Michael C[redacted] in person.
While portions of Michael C[redacted]’ account
are inaccurate, I am not going to quibble over minor details unless absolutely
necessary. I would just like to receive the compensation that I deserve. My
request is in no way unreasonable – I am merely seeking reparation for damage
inflicted to my property. I hope that [redacted] Tire will treat its future customers
with fairness, integrity, and respect.
Regards,
[redacted]

Review: I would like to preface this by stating that I had thoroughly inspected my wheels prior to receiving the services of [redacted] Tire.

I brought my car to [redacted] Tire on 12/2/2014 so that my summer tires could be removed from my wheels and my winter tires could be mounted on the same wheels. Prior to the service being provided, I agreed upon the price of $42.15 with Mike C[redacted] (an employee of [redacted] Tire – I do not know his title.) This price was negotiated from the initial $63 (approximate) that Mike C[redacted] stated the service would cost.

After waiting for the service to be completed and paying my bill, I walked out to inspect my car. I discovered that cosmetic damage had been inflicted upon three of my wheels (upon later inspection I have determined that, in fact, all four wheels were damaged.) I immediately walked inside and informed Mike C[redacted] that there were new scratches on my wheels that had not been there previously. I showed Mike C[redacted] where the new damage had occurred and informed him that there was damage to one of the wheels from an accidental curb impact months prior (the remaining three wheels had previously been in perfect condition until the events of 12/2/2014.)

After inspecting the damage, Mike C[redacted] asked me if I had purchased the wheels second hand. I replied no, they came with the car (note: at the time of incident, the car had 2978 miles on the odometer. The wheels and tires were factory installed and had never previously been serviced.) I informed Mike C[redacted] that I had inspected the wheels thoroughly just before coming to [redacted] Tire. At approximately this time, Mike C[redacted] (Retail Sales Manager) appeared from the entrance of the business. After inspecting the damage he informed me that it was impossible that his machine had caused the damage. He repeated this statement continuously during the rest of our encounter. I told Mike C[redacted] that I had inspected the wheels thoroughly just prior to the service. He responded that if I was concerned enough to inspect the wheels so closely that I should have told them to be careful prior to the service.

Mike C[redacted] proceeded to accuse me of having inflicted the new damage, stating that the previously damaged wheel indicated that I was at fault. I asked Mike C[redacted] what he would do to compensate me for the damage. He asked if I had purchased the winter tires from [redacted] Tire, to which I replied no. He asked how much I had paid for their service, and I informed him. He offered to refund the $42.15 that I had paid, which I refused (this amount is negligible in comparison to the value of the wheel damage.) I then requested that he repair the wheels. Mike C[redacted] refused.

Mike C[redacted] continued to state that his machine could not have damaged the wheels and offered several reasons why it was not possible. These explanations are beyond my technical understanding, but I have researched the issue and found reports of highly similar wheel damage caused by improper tire mounting.

At approximately this time, Mike C[redacted] suggested that I had caused the damage myself and had brought the car to be serviced by [redacted] Tire in deliberate effort to deceive and extort compensation from them.

After a brief, heated argument, Mike C[redacted] informed me that I would receive no compensation and returned to the inside of the business. I then sat in my car and took notes on the preceding conversation so as to report the events as accurately as possible. I then returned to the interior of [redacted] Tire and asked Mike C[redacted] and Mike C[redacted] for their names. They gave me a business card and I left the business and drove home.

I was horrified by the treatment that I received at [redacted] Tire. I like to believe that people are good at heart, but events such as this erode my conviction. It occurs to me now that Mike C[redacted] and Mike C[redacted] were perfectly aware that the damage was inflicted by their machinery/service and attempted to bully me into believing that the damage was my fault, all in hopes of deflecting responsibility for an expensive error. I find it despicable that Mike C[redacted] accused me of deception and wrongdoing while he was, in fact, attempting to deceive me. I would be truly ashamed if these individuals represented my business interestsDesired Settlement: I would like to be compensated for the cost of four new wheels (the same type that were damaged during the service). I will request an estimate for the damage that had existed previously and subtract that amount from the total, so that [redacted] Tire is not paying for damage that they did not inflict. I would also like an apology from both individuals.

Business

Response:

On 12/2/14 [redacted]equested to have his 4 snow tires installed on his [redacted]. He was informed that the price would be $63 + tax for the service which is standard pricing for 4 tires to be swapped that were not purchased from us. The price for customers that have purchased their snow tires from us originally is $42.15. [redacted] informed Mike C[redacted] that another place he had just been to wanted less ($30.00 for all 4 installed) and Mike C[redacted] did give [redacted] the previous customer pricing of $42.15- [redacted] asked if we could do any better on that price and we declined. [redacted] then agreed to our higher price than he was quoted at another shop he just left from. Upon completion of the service I noticed [redacted] on his hands and knees in the parking lot thoroughly inspecting his wheels. That wasn't so much unusual in itself but the fact that it was snowing/sleeting and the parking lot was wet from snow and mud that this seemed a little extreme for the current weather conditions. I was then informed by Mike C[redacted] that [redacted] approached him stating we damaged his wheels. I went outside and [redacted] pointed out what appeared to be stone chips on the external face of 3 of the 4 rims. One rim that he pointed out had a chip a few inches from a large curb rash on the rim approx. 1-2" long. When asked about the curb rash [redacted] did indeed say that this damaged was caused by himself but that the chip a few inches from this damage was caused by us. I then proceeded to inspect the marks myself thoroughly that he pointed out on the 3 rims. The marks are indeed stone chips, not scratches and I informed [redacted] that this damage was not indicative to any mounting procedures that we use. Our tire machines used to mount these tires are very current, all less than 6 months old and are "no touch" systems where no part of the machine is in contact with the rim while the tires are dismounted and mounted. I looked at the chips he pointed out and explained to [redacted] that these marks, if for some reason were caused by our machine would create a scratch from being in contact with the wheel while rotating during the dismount/mounting of the tires, not just a chip. [redacted] then stated he said we must have laid his rims on their face on the floor and that if it wasn't our machine then it was the operator who must have damaged them by not being careful. Again- I had to explain to [redacted] that this damage was not by "laying his rims face down" as suggested- the chip(s) were not consistent with that type of damage- [redacted]'s rims extend out farther in the center at the hub area than at the rim area. - IF you were to carelessly lay the rims on their face as he suggested- the damage on the wheel would occur closer to the hub being that the center part of the rim protrudes farther out than the lip of the rim. The employee that worked on his vehicle has been employed by us for almost 8 years and that's all he does, day in/ day out. Through his employment with us we have never had a damage complaint from this employee. [redacted] then stated that he thoroughly inspected his wheels "prior" to arriving at our store for the service. I was able to witness [redacted]'s thorough inspection after the installation here in our parking lot and after his adamant claims that he also inspected them prior to coming here made me wonder why he made no mention of that to Mr. C[redacted] while the two of them were out at his car prior to writing the work order. I asked [redacted] that if the rims were of such a concern (causing him to inspect them prior) then why didn't he at least mention it prior to service? Obviously, IF he did indeed go through the trouble to inspect his rims as thoroughly before his arrival as he stated and as thouroghly as he did after the service one would think that this is a legitimate, reasonable question. It was at this time [redacted] began yelling- "Are you fking kidding me??!! Are you fking kidding??!! I should have to tell you not to damage my wheels??!!" [redacted] asked "what are you going to do for me about this?" I offered to refund his mounting fees but he stated that this was not good enough, he then stated that he wanted new wheels. I pointed out that for his one wheel that he stated was damaged by himself that his damage was beyond repair and required replacement to correct the issue. (curb rash from rubbing the rim on the curb during parking maneuvers)He then stated that he would allow us a partial credit towards that rim because of his damage. This offer is not acceptable to me or the company. Due to [redacted]'s unreasonable demands, his aggressive confrontation and vulgarities in the presence of customers and other employees I informed [redacted] that this exchange is over. [redacted]'s claim that we deceived and bullied him are unfounded and uncalled for. I apologize to [redacted] if he feels this was so.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Michael C[redacted] claims that his technician

did not damage the wheels. However, in addition to the damage that he describes

as “rock chips,” there are also long circumferential scratches present at the

interface between the tire and the wheel – this damage is present on all four

wheels. This matches his description of the type of damage that would be

inflicted by his tire mounting machinery if misused. I have included pictures

that I took approximately 30 minutes after leaving [redacted] Tire. Please note

the long white scratches right next to the inner surface of the tire. There is

no way that rocks or curb rash caused this, and my tires/wheels have never been

serviced outside of this event. I have also included one picture of what

Michael C[redacted] describes as a “rock chip” – I am certain that this damage was

also caused by [redacted] Tire. I would be happy to take more pictures and even

show Michael C[redacted] in person.

While portions of Michael C[redacted]’ account

are inaccurate, I am not going to quibble over minor details unless absolutely

necessary. I would just like to receive the compensation that I deserve. My

request is in no way unreasonable – I am merely seeking reparation for damage

inflicted to my property. I hope that [redacted] Tire will treat its future customers

with fairness, integrity, and respect.

Regards,

Business

Response:

[redacted]'s additional claim of damage (pictures) was not seen, pointed out or addressed at the time of my inspection- I shall forward [redacted]'s claim to our insurance provider and they will handle this going forward. I have also copied this e-mail to our company controller Bill B[redacted] to help expedite this. ( [redacted]f@[redacted]tire.com ) Hopefully this will resolve the complaint to [redacted]'s satisfaction.

Respectfully-

- Mike C[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you.

Regards,

Review: My car was diagnosed by my regular mechanic as needing a water pump replacement, due to it making noise and leaking fluid. My regular mechanic doesn't do these type of repairs so my car was towed to Sandone. On Thursday 9/19/13 Sandone inspected the car and verified that the water pump needed replacement. I authorized the repair which also included the replacement of timing belt.I called Sandone on Friday morning 9/20/2013 and they told me it would be ready in about an hour and a half. Sandone called back friday afternoon and asked me if the car overheated,to which I responded no. My regular mechanic can confirm this.Sandone went on to say that one of the cylinders had low compression. Sandone said they would try again on saturday to do the compression test and see if the compression would increase. Saturday 9/21/13 I went to Sandone to ask for status and they said the compression was still reading low and the engine had a miss.At this point they said the timing belt had jumped may have caused the valves to bend since the car has an interference engine.At no point before this was this mentioned as a possible issue and potential added cost.At this point Sandone said nothing further could be done by them, other than working on the valves which could cost thousands of dollars and wasn't worth it.Even though Sandone left my car in this unusable condition, they charged me for parts and some labor totalling $488. So now I'm left with a car that can't be used and I'm out $488 on top of that.Even though the water pump failed my car was running perfectly before this. I only have 68,000 miles on the car, it never overheated, it never had a miss until after it was worked on by Sandone.I'm a 69 year old widow living on social security and out $488 and have a car that can't be used. I can't afford to buy another car and I can't afford any more money to have this car repaired.Desired Settlement: I prefer to have my car fixed at no further cost, because I feel that this low compression/valve damage happened at Sandone. My regular mechanic agrees and feels that this low compression/valve damage was due to an improper repair by Sandone.

Business

Response:

Included is an attachment of the repair summary.

1) Vehicle was towed in to our shop because it would not start or run.

2) Diagnosis of vehicle was that the waterpump seized and broke the timing belt.

3) engine is an "interference" motor, when ever a timing belt breaks in this type of engine 95% of the time it will cause internal valve damage. This was explained to both customer and customer's son.

4) Customer was given 3 options to repair. 1st and cheapest option was to replace faulty waterpump and timing belt and check further with cylinder compression tests and scan tool to determine what extent internal damage may be. Vehicle requires broken parts to be repaired/replaced to further diagnose. ( estimate = approx. $800.00 parts and labor) The 2nd option was to remove the cylinder heads, send them to a machine shop to be tested, repair any valves that are bent and re-assemble. (estimate = approx $2000.00 parts+labor). 3rd option was to replace engine with a used one from a salvage yard. (estimate = $1800-$2500 depending on cost and availability of the used engine) Customer chose cheapest route. Unfortunately there were no miracles that enabled this engine to escape the physical damage caused by the waterpump and timing belt failure. Once the failed parts were replaced and further testing was done it was determined that the #3 cylinder had no compression. (internal valve damage) Customer then declined to repair the vehicle any further. As a goodwill gesture [redacted]'s invoice ($800) was substantually discounted (to $488.00) to help her offset the cost of further repairs or to purchase a different vehicle.

5) This company would like to know the reason why [redacted] chose this repair shop over her "usual mechanic" who is giving her bad advise now. Any licensed automotive shop knows that upon the breakage of a timing belt on an interference motor, most likely internal engine damage will be caused.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I disagree with Sandones "Message from Business"

I would like to thank Sandone Tire for responding to my complaint; however many of their statements are untrue and some are twists of the truth. My initial complaint which was sent to the Revdex.com, summarized with a timeline, the events that took place regarding the problem with my car and the subsequent chain of events that followed. Unfortunately, I feel the need to respond to Sandone’s statements and further clear up this issue.