Dear Ms. [redacted],I apologize for the delay in my response. As this is Smolic Tire's first complaint, I was unfamiliar with the process and procedure involved in addressing your issue correctly.After reviewing your letter, our camera footage was pulled to verify the information in your...
complaint. As you stated, an initial oil change was performed on your vehicle, no issues were apparent. Several days later, you return with your vehicle and are immediately pulled into a bay. Following an inspection of the undercarriage a small leak from the oil drain plug is detected and you are advised of the issue. As this can be a common problem with vehicles overtime, the plugs come in a kit for the repair facilities to keep on site. This day, not having your vehicles correct plug on hand, one was ordered for you. Upon arrival of the part, your drain plug is replaced, your car is pulled out of the bay and no cost is accessed to you. At no time is any type of "sealant" applied. In addition, I am unaware of any such product that can be safely applied to even address such a problem. I know that we do not.As I would have done, I am hoping the [redacted] mechanic expressed to you the importance of documenting with pictures any problems, concerns or damages being alleged by another repair facility. Iwould be more than happy to review and address with you and such material not provided in your initial letter.Finally, your complaint alleges hat the oil drug plug we installed cracked and or damaged the oil pan itself. This is highly unlikely given that the drain plug is inserted into an already existing hole in the oil pan itself (not to mention the common use of these plugs).Thank for your patience in this matter and please feel free to stop in and or call should you like to discuss this matter further.Sincerely, Carrie S[redacted]Smolic Tire, Inc.
This response was sent via email to ** at Revdex.com. Dear [redacted]:Thank you for your letter to the Revdex.com and bringing your concerns to my attention. I would also like to express my sincerest apology with respect to my follow-up time. While a long time accredited member of the Revdex.com, I am (and...
thankfully so) fairly new to the complaint process and appropriate response procedure(s).I've reviewed your letter and am sorry to hear of the unfavorable service and visit you experienced overall. I fault myself for your dissatisfaction and hope to correct it as soon as possible, provided you all for that opportunity.Smolic Tire does operate under a "First Come First Serve" practice. However, and after twenty-three (23) years in business, I sometimes fail to explain this policy in greater detail to our newer customers. We run a total of eight (8) bays, each allocated for a specific service. Five (5) of the 8 bays are assigned for "lift" work. Lift work is generally any service that calls for the vehicle to be off the ground for any amount of time. The three (3) remaining bays are for the latter, any service not requiring the vehicle to off 2 or more wheels at the same time (i.e. oil changes, tire repairs, alignments, etc.).As I can see, your visit was on a Saturday morning. Being one our busiest days, we often see a number of vehicles waiting upon arrival (7am). With this in mind, and as is allowed, several of our customers will drop their vehicle off the evening prior. I pulled our camera footage for your day in question. I noted 4 cars on lifts, 1 in the alignment/oil change pit, and 2 lifts down (1 out of service, and 1 a long-term project). I can see that I pulled in 3 cars immediately. Your car was the next for a lift, as you indicated a need for a full-service inspection.While we open at 7am on Saturdays, the parts stores do not open until 8am. This leaves us time to evaluate, inspect and prepare our part(s) orders. With that said, I may order parts at 8am, but may not have them until 8:30 or later. By the time we receive parts and the vehicle is serviced, we are often already into the 10:30-11am hour at the earliest. Iwould also like to note and considering the above information, we also have mechanics assigned to the floor bays (oil pit alignment rack, tire repairs). These services do not require "full-service" inspections and are typically in and out in a very short time period. I believe the cars you indicated "came and went" while you were waiting were floor bays and why they were in and out prior to your vehicle.Unfortunetly, by the time a lift did become available for inspection, it was approx. 10:50am. I am unable to recall what type of service(s) your vehicles inspection exposed, but in no way would myself and or my mechanics ever try to "deter" a customer from having that service performed. In many circumstances, if the recommendations are significant (i.e. complete struts, bearings, axles (etc)) the time needed to perform such services is also significant. Saturdays we are only here until 2pm, we also need to make arrangements to ensure that the correct parts will also be availiable for that day. I can only assume this was the situation in question.I would greatly appreciate the chance to prove our value to you as a service provider. While I waived the inspection fee on your initial visit, I would of-course do the same again. Additionally, I would like to schedule and provide you with an actual appointment time to allow a full and proper evaluation of your cars needs. I'm also extending to you a discounted rate of 10% across the board on any and all services you may need (this will only exclude an oil change as I am including that free of charge at any time).While I recognize the above explanation and offer can not make-up for your deep dissatisfaction with us originally, I hope it assists in your decision to give Smolic Tire one more chance. While we can not always be the only service agent you need, we strive to be the best service agent with respect to any issues our customers may have or need (i.e. referrals, honest opinions and evaluations (even when they are bad), and above all, an above standard agent with the best pricing, and the friendliest service).Thank you again for providing me an opportunity to address your concerns and again, my sincerest apologize.Please feel free to contact me directly, or stop in at any time.Carrie [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The response from the business is inaccurate and untrue. At no time was I told there was a problem with my drain plug. It was just ordered and I wasn't told until I asked. Also, the response indicated that I was told there was a small leak. My car never had an oil leak, nor was I told that by anyone at Smolic. Also, the response indicates that there is no such thing as a sealant that can be applied. I am not a mechanic, but the service person at [redacted] saw the sealant on under my car and showed it to me. I don't get under my car and make repairs, so I know the sealant was applied by someone at Smolic. At no time during my issues with this business did they take responsibility for the damage they caused. Mistakes happen, but the proper thing to do is to fix it and be accountable. I believe I supplied enough evidence and documentation to show that Smolic did indeed do something to cause damage to my care thereby costing me hundreds of dollars in repair costs. I was under the impression that the Revdex.com would review the information and hold the business to a particular standard of resolution based on the information or evidence provided.
Regards,
[redacted]
Dear Ms. [redacted],I apologize for the delay in my response. As this is Smolic Tire's first complaint, I was unfamiliar with the process and procedure involved in addressing your issue correctly.After reviewing your letter, our camera footage was pulled to verify the information in your...
complaint. As you stated, an initial oil change was performed on your vehicle, no issues were apparent. Several days later, you return with your vehicle and are immediately pulled into a bay. Following an inspection of the undercarriage a small leak from the oil drain plug is detected and you are advised of the issue. As this can be a common problem with vehicles overtime, the plugs come in a kit for the repair facilities to keep on site. This day, not having your vehicles correct plug on hand, one was ordered for you. Upon arrival of the part, your drain plug is replaced, your car is pulled out of the bay and no cost is accessed to you. At no time is any type of "sealant" applied. In addition, I am unaware of any such product that can be safely applied to even address such a problem. I know that we do not.As I would have done, I am hoping the [redacted] mechanic expressed to you the importance of documenting with pictures any problems, concerns or damages being alleged by another repair facility. Iwould be more than happy to review and address with you and such material not provided in your initial letter.Finally, your complaint alleges hat the oil drug plug we installed cracked and or damaged the oil pan itself. This is highly unlikely given that the drain plug is inserted into an already existing hole in the oil pan itself (not to mention the common use of these plugs).Thank for your patience in this matter and please feel free to stop in and or call should you like to discuss this matter further.Sincerely, Carrie S[redacted]Smolic Tire, Inc.
This response was sent via email to ** at Revdex.com. Dear [redacted]:Thank you for your letter to the Revdex.com and bringing your concerns to my attention. I would also like to express my sincerest apology with respect to my follow-up time. While a long time accredited member of the Revdex.com, I am (and...
thankfully so) fairly new to the complaint process and appropriate response procedure(s).I've reviewed your letter and am sorry to hear of the unfavorable service and visit you experienced overall. I fault myself for your dissatisfaction and hope to correct it as soon as possible, provided you all for that opportunity.Smolic Tire does operate under a "First Come First Serve" practice. However, and after twenty-three (23) years in business, I sometimes fail to explain this policy in greater detail to our newer customers. We run a total of eight (8) bays, each allocated for a specific service. Five (5) of the 8 bays are assigned for "lift" work. Lift work is generally any service that calls for the vehicle to be off the ground for any amount of time. The three (3) remaining bays are for the latter, any service not requiring the vehicle to off 2 or more wheels at the same time (i.e. oil changes, tire repairs, alignments, etc.).As I can see, your visit was on a Saturday morning. Being one our busiest days, we often see a number of vehicles waiting upon arrival (7am). With this in mind, and as is allowed, several of our customers will drop their vehicle off the evening prior. I pulled our camera footage for your day in question. I noted 4 cars on lifts, 1 in the alignment/oil change pit, and 2 lifts down (1 out of service, and 1 a long-term project). I can see that I pulled in 3 cars immediately. Your car was the next for a lift, as you indicated a need for a full-service inspection.While we open at 7am on Saturdays, the parts stores do not open until 8am. This leaves us time to evaluate, inspect and prepare our part(s) orders. With that said, I may order parts at 8am, but may not have them until 8:30 or later. By the time we receive parts and the vehicle is serviced, we are often already into the 10:30-11am hour at the earliest. Iwould also like to note and considering the above information, we also have mechanics assigned to the floor bays (oil pit alignment rack, tire repairs). These services do not require "full-service" inspections and are typically in and out in a very short time period. I believe the cars you indicated "came and went" while you were waiting were floor bays and why they were in and out prior to your vehicle.Unfortunetly, by the time a lift did become available for inspection, it was approx. 10:50am. I am unable to recall what type of service(s) your vehicles inspection exposed, but in no way would myself and or my mechanics ever try to "deter" a customer from having that service performed. In many circumstances, if the recommendations are significant (i.e. complete struts, bearings, axles (etc)) the time needed to perform such services is also significant. Saturdays we are only here until 2pm, we also need to make arrangements to ensure that the correct parts will also be availiable for that day. I can only assume this was the situation in question.I would greatly appreciate the chance to prove our value to you as a service provider. While I waived the inspection fee on your initial visit, I would of-course do the same again. Additionally, I would like to schedule and provide you with an actual appointment time to allow a full and proper evaluation of your cars needs. I'm also extending to you a discounted rate of 10% across the board on any and all services you may need (this will only exclude an oil change as I am including that free of charge at any time).While I recognize the above explanation and offer can not make-up for your deep dissatisfaction with us originally, I hope it assists in your decision to give Smolic Tire one more chance. While we can not always be the only service agent you need, we strive to be the best service agent with respect to any issues our customers may have or need (i.e. referrals, honest opinions and evaluations (even when they are bad), and above all, an above standard agent with the best pricing, and the friendliest service).Thank you again for providing me an opportunity to address your concerns and again, my sincerest apologize.Please feel free to contact me directly, or stop in at any time.Carrie [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The response from the business is inaccurate and untrue. At no time was I told there was a problem with my drain plug. It was just ordered and I wasn't told until I asked. Also, the response indicated that I was told there was a small leak. My car never had an oil leak, nor was I told that by anyone at Smolic. Also, the response indicates that there is no such thing as a sealant that can be applied. I am not a mechanic, but the service person at [redacted] saw the sealant on under my car and showed it to me. I don't get under my car and make repairs, so I know the sealant was applied by someone at Smolic. At no time during my issues with this business did they take responsibility for the damage they caused. Mistakes happen, but the proper thing to do is to fix it and be accountable. I believe I supplied enough evidence and documentation to show that Smolic did indeed do something to cause damage to my care thereby costing me hundreds of dollars in repair costs. I was under the impression that the Revdex.com would review the information and hold the business to a particular standard of resolution based on the information or evidence provided.
Regards,
[redacted]