Initial Business Response /* (1000, 5, 2015/05/28) */
See Attached
Re: Case # ***
Dear Ms***:
I am writing to respond to our customer's complaint that we scraped off the paint in the lug nut hole opening in all factory wheels while rotating his tiresIt is our position that we did
not damage our customer's wheels when we rotated his tiresThe manager spoke with our service manager, and he spoke with the technician that performed the workIt was determined that the correct impact socket was used to remove and tighten the lug nuts
Customer stated that when paying close attention, wheels could be damaged even when using the correct impact socketThis is possible but unlikely, and even more remote when this would have had to occur on every lug nut hole on all four wheels when they were rotated
Our manager did some research and took pictures of the lug nut hole openings of another Nissan MuranoThis was the same make and model of our customer's vehicle that we rotated the tiresHe found the openings to be painted a different color just like our customer's wheelsWe also contacted one of our vendors that refurbishes wheels, and it was his opinion that the wheels were painted a different color and not damagedWe tried to explain our position to our customer, but he was sure that the lug nut hole openings were damaged and not painted a different color
We have been in business for almost years and have done our best to provide a quality service, and make our customer's experience a pleasant oneWe feel that we provided the same quality service that we always have, but unfortunately were unable to satisfy our customer and meet his desired resolution
Sincerely,
***, CPA Controller
Initial Consumer Rebuttal /* (3000, 7, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The damage to wheel lug nut openings is obvious to me and the paint repair shop that looked at wheels in person and provided a touch up estimateThey indicated this type of damage was not unusualPaint is not uniformly scraped off each opening
Smetzer's responses have been inconsistentThe damage was brought to their attention on 3/16/and the service manager inspected the wheelsWhy did he make a follappointment at the garage to further inspect cause of damage? Why was it agreed that I would investigate options to correct with estimates? Why did it take months for them to take the position that they did not cause any damage and the wheels came from the factory that way? Their responses continue to be ambiguous!
I just want the wheel damage correctedPlease feel free to contact me with any questionsThank you
Final Business Response /* (4000, 12, 2015/06/27) */
Please see attached
June 15,
Ms***
Operations Assistant
Revdex.com of Akron
'West Market Street
Akron, Ohio
Re: Case # ***
Dear Ms***:
I am writing to address our customer's rebuttal to our response of his original complaintWe are sorry that we could not meet his desired solution, but our position has not changedWe feel that we did not damage his wheels, and deny his request for damages
Sincerely,
*** II, CPA Controller
Initial Business Response /* (1000, 5, 2015/05/28) */
See Attached
Re: Case # ***
Dear Ms***:
I am writing to respond to our customer's complaint that we scraped off the paint in the lug nut hole opening in all factory wheels while rotating his tiresIt is our position that we did
not damage our customer's wheels when we rotated his tiresThe manager spoke with our service manager, and he spoke with the technician that performed the workIt was determined that the correct impact socket was used to remove and tighten the lug nuts
Customer stated that when paying close attention, wheels could be damaged even when using the correct impact socketThis is possible but unlikely, and even more remote when this would have had to occur on every lug nut hole on all four wheels when they were rotated
Our manager did some research and took pictures of the lug nut hole openings of another Nissan MuranoThis was the same make and model of our customer's vehicle that we rotated the tiresHe found the openings to be painted a different color just like our customer's wheelsWe also contacted one of our vendors that refurbishes wheels, and it was his opinion that the wheels were painted a different color and not damagedWe tried to explain our position to our customer, but he was sure that the lug nut hole openings were damaged and not painted a different color
We have been in business for almost years and have done our best to provide a quality service, and make our customer's experience a pleasant oneWe feel that we provided the same quality service that we always have, but unfortunately were unable to satisfy our customer and meet his desired resolution
Sincerely,
***, CPA Controller
Initial Consumer Rebuttal /* (3000, 7, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The damage to wheel lug nut openings is obvious to me and the paint repair shop that looked at wheels in person and provided a touch up estimateThey indicated this type of damage was not unusualPaint is not uniformly scraped off each opening
Smetzer's responses have been inconsistentThe damage was brought to their attention on 3/16/and the service manager inspected the wheelsWhy did he make a follappointment at the garage to further inspect cause of damage? Why was it agreed that I would investigate options to correct with estimates? Why did it take months for them to take the position that they did not cause any damage and the wheels came from the factory that way? Their responses continue to be ambiguous!
I just want the wheel damage correctedPlease feel free to contact me with any questionsThank you
Final Business Response /* (4000, 12, 2015/06/27) */
Please see attached
June 15,
Ms***
Operations Assistant
Revdex.com of Akron
'West Market Street
Akron, Ohio
Re: Case # ***
Dear Ms***:
I am writing to address our customer's rebuttal to our response of his original complaintWe are sorry that we could not meet his desired solution, but our position has not changedWe feel that we did not damage his wheels, and deny his request for damages
Sincerely,
*** II, CPA Controller