Steve Shannon Tire & Auto Center

Dear Sir or Madam;I am responding to complaint [redacted] and feel we have done all that we can to assist this customerwill explain what we have done as briefly as possible.The customer came in initially with a complaint of a power steering fluid leakThe vehicle was leaking fluid profusely and the pump was making a lot of noiseThis was on April 3"The customer brought the vehicle back for a separate issue days later and stated that the new pump was making noiseWe repaired the other issue and ordered another pumpOn April 12" we replaced the initial pump at no charge as well as replaced the pressure lineThere was no labor charged for either repairDue to this Vehicle having a plastic pulley attached to the pump, it is very difficult to remove and install without damagingWe had to replace multiple pulleys, at no charge to the customerThe customer then came back later, April 18" stating the vehicle was still making noise and hard to steerThe manager informed the customer that the noise and steering issue is coming from the fact that the power steering rack assembly was wornWe replaced the power steering rack, at a substantially reduced price to the Customer, and this corrected the steering effort issueThe pump however, still had some slight noiseThe customer then came back and stated that he had a coolant leak and indicated that it was our faultWe brought the car in the shop and showed the radiator issue to the customerThe manager showed the Customer where the leak was and how it was a part failure due to time and wear, not from any result of us working on the carThe customer gave us approval to replace the radiatorThe manager reduced the price substantially, again, to appease the customerA few days later, the customer came back with another power steering issueWe determined that the pump was again defectiveWe replaced the pump with various aftermarket brands to alleviate the issueWe did all of this at no charge to the customerA few days later the customer returned again stating the pump was still making noise and that he was not going to pay for anything elseThe manager explained to the customer that the last and only option was to replace the pump with one from the dealer, ***, and that there would be a price differenceThe customer argued that he would not pay this differenceThe manager explained that the only cost would the difference in the price of the pump, not for any labor or materialsThe manager also explained that at this point, we were giving our best estimate that this dealer part would cure the issue, but not percent sureThe customer agreed to replace the pump with a dealer one knowing these factsThis was completed on May 8".To conclude, it is our belief that we have done everything in our power to correct the customer's concernsWe have many hours and materials in this vehicle at a loss to our company and we understand this is part of doing businessHowever, we informed the customer that as a last effort, we could try the dealer pump but there were no guarantees and he agree to proceedThe radiator that was bad was due to the vehicle having almost 200,miles on it and being years oldIt has nothing to do with our technicians or our other repairsWe feel that we cannot do anything else for this Customer or this vehicleWe are offering no further repairs, or refunds to this customer.Sincerely, Steve S [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: Dear *** ***, I was not told verbally or did not sign a service agreement with this business stating they were not liable for damage while servicingI know there was definitely negligence on there part that resulted in damage to my personal propertyI attached two pictures for you to see why what they claim, in fact, is not trueThe first picture, if you zoom in on the rear wheel and put valve stem at 12:o'clock, you will see a bubble on the sidewall of the tire at around 8:o' clock. What you don't see is any damage on the wheel outer edge at the bubble or anywhere elseNow, look at the second picture, zoom in once again and put valve stem at 12:o' clock and you will clearly see damage on the wheel outer edge at 3:John M***, the manager, claims the gouges in the wheel were there when it was brought in and were at the location of bubble on tireHowever, the pictures tell a much different story!! It's obvious, with the damage being degrees across wheel from where he claims it was, that he is in fact Lying!!!! With the pictures to support my claim, there is NO credibility to Johns story and I deserve a replacement wheel for there mistake.
Regards,
*** ***

April 27, 2015Dear [redacted]:I have read the complaint and discussed the issue with my manager, John M[redacted]. I feel that we are not responsible for the customer's issue with his wheel and we are not going to issue any refund or reimbursement.The customer brought the vehicle in with a damaged...

tire to get it replaced. The wheel in question had damage from the issue with damaged tire. This happens quite often with this type of tire damage. It is not as a result of us changing the tire.Thank you,Steve S

Dear Sir or Madam;I am responding to complaint [redacted] and feel we have done all that we can to assist this customer. will explain what we have done as briefly as possible.The customer came in initially with a complaint of a power steering fluid leak. The vehicle was leaking fluid profusely...

and the pump was making a lot of noise. This was on April 3". The customer brought the vehicle back for a separate issue 2 days later and stated that the new pump was making noise. We repaired the other issue and ordered another pump. On April 12" we replaced the initial pump at no charge as well as replaced the pressure line. There was no labor charged for either repair. Due to this Vehicle having a plastic pulley attached to the pump, it is very difficult to remove and install without damaging. We had to replace multiple pulleys, at no charge to the customer. The customer then came back later, April 18" stating the vehicle was still making noise and hard to steer. The manager informed the customer that the noise and steering issue is coming from the fact that the power steering rack assembly was worn. We replaced the power steering rack, at a substantially reduced price to the Customer, and this corrected the steering effort issue. The pump however, still had some slight noise. The customer then came back and stated that he had a coolant leak and indicated that it was our fault. We brought the car in the shop and showed the radiator issue to the customer. The manager showed the Customer where the leak was and how it was a part failure due to time and wear, not from any result of us working on the car. The customer gave us approval to replace the radiator. The manager reduced the price substantially, again, to appease the customer. A few days later, the customer came back with another power steering issue. We determined that the pump was again defective. We replaced the pump with various aftermarket brands to alleviate the issue. We did all of this at no charge to the customer. A few days later the customer returned again stating the pump was still making noise and that he was not going to pay for anything else. The manager explained to the customer that the last and only option was to replace the pump with one from the dealer, [redacted], and that there would be a price difference. The customer argued that he would not pay this difference. The manager explained that the only cost would the difference in the price of the pump, not for any labor or materials. The manager also explained that at this point, we were giving our best estimate that this dealer part would cure the issue, but not 100 percent sure. The customer agreed to replace the pump with a dealer one knowing these facts. This was completed on May 8".To conclude, it is our belief that we have done everything in our power to correct the customer's concerns. We have many hours and materials in this vehicle at a loss to our company and we understand this is part of doing business. However, we informed the customer that as a last effort, we could try the dealer pump but there were no guarantees and he agree to proceed. The radiator that was bad was due to the vehicle having almost 200,000 miles on it and being 17 years old. It has nothing to do with our technicians or our other repairs. We feel that we cannot do anything else for this Customer or this vehicle. We are offering no further repairs, or refunds to this customer.Sincerely, Steve S[redacted]

August 30, 2017To whom it may concern,I have read the complaint filed by the customer and feel that we have done nothing wrong in this case.  To explain why I feel we are not responsible, I will briefly go over the history of our service to this car.  In January 2016, we replaced...

the thermostat due a complaint of overheating. A little over nine months later, the customer came in with another intermittent heating issue, We replaced the thermostat, at no charge to the customer for parts or labor, as well as a coolant temperature sensor. A short time later, the customer came in again and we topped off the coolant of the vehicle and could not find any other issue at that time. The last time the customer was in, February 2017, we discovered a coolant leak at at the water pump. As the customer stated, on this vehicle, it is necessary to remove all the belts to replace the water pump so we recommended belt replacement  at the same time. After replacing the water pump, we could not find any other issues with the vehicle.I believe the vehicle was repaired properly when it was last in our facility. I do not believe that we should refund the customer for any of the services that we provided. We only replaced what we found to be faulty with the vehicle. If someone has now determined that the car needs a head gasket, I do not feel any of the repairs we have provided were unnecessary, or, related to the car needing a head gasket.Sincerely,Steve ShannonSteve Shannon Tire & Auto

Review: I had an altinator replaced and shortly after the job was complete was stranded again by my vehicle, seems the belt connected to the altinator slipped off the pulley. I took it to a different garage because when I called Steve Shannon they denied it could possibly be their work. The other garage found a bolt that was not tightened which caused the pulley to loosen and made the belt slip costing me $159 repair that would not have been needed if the job was done right the first time. I brought my receipt that showed it was their fault and they said there was nothing they could do.Desired Settlement: I feel they should reimburse me for the repair I had to have done because of their incompetence

Business

Response:

July 30, 2013Dear I have reviewed the information you provided regarding this complaint. We did initially perform repairs to this vehicle on 7/9/14 as stated. The vehicle was towed into our [redacted] facility for repairs and we replaced the alternator,It is my understanding that a few days after having the vehicle repaired by us that she had another issue with the vehicle. She called our manager where she had the vehicle repaired and informed him of the issue. She felt this second issue was due to our recent repair, Our manager informed her that if she brought the vehicle back to us and the issue was due to a mistake on our part, we would take care of the repairs. She made an appointment with him but failed to bring the vehicle in.I do not feel we are responsible for the $159.00 repair bill because we offered to look at, and repair at no charge, if the issue was caused by our recent repair.Thank you,Steve Shannon

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: At no time did I make an appointment, I called and they stated that they have no idea if its something they did. At no time was I told if it was found to be their fault it would be fixed at no cost to me. My receipt from the garage that fixed it stated clearly on the front that it was the garage that installed the altenator's failure to tighten bolts. When I brought this to the attention of the Steve Shannon location that did the work I was only told there is nothing they could do. They wouldn't even look at the wording on my receipt or even call the other garage to confirm. PLEASE SEE ATTACHED RECEIPTRegards,[redacted]

Review: I took my 2014 [redacted] in to Steve Shannon tire and auto center, [redacted], PA to have a flat tire plugged. The next day my tire was flat again so I went to another Steve Shannon closer to where I worked. The mechanic on duty noticed that my rim was scratched and brought this to my attention. It was the same rim/tire that had been plugged the day before. I then called the original Steve Shannon tire and auto center and spoke to the manager about the damage to my tire rim. He consulted the owner of the shop and he did not agree that they were responsible for the damage. I have only 7000 miles on my car, and I take very good care of it. I would have noticed if the scratches to the rim were there prior to the tire plug. After going back and forth with the owner and or manager, Steve Shannon agreed to pay half the cost to replace the tire rim. I feel they are responsible for the entire amount of the cost of a new rim.Desired Settlement: I would like my rim replaced at no cost to me.

Business

Response:

July 30, 2013Dear I have reviewed the information you provided regarding the complaint and discussed the situation with my store personnel.The vehicle was brought into our [redacted] location on 7/8/14 for a flat repair. We repaired the tire on that date. The following day, the customer took the vehicle into our [redacted] location to have the tire looked at because it was losing pressure. The technician found that the repair that was done did not seal that well due to the location of the injury, The only course of action at that point is to replace the tire as the customer did. The impact that caused the damage to the tire can also damage the wheel/rim. Normal daily driving can also cause nicks and scuffs on wheels. I do not believe we damaged the wheel when we repaired the tire. I discussed the matter with the manager of our [redacted] location and we decided that, as a gesture of good faith, we would offer to have the wheel refinished for the customer at 50% of the $125 fee to do so.I do not feel that we are responsible for any amount in this case because nicks, dings and scuffs occur with normal everyday use of a vehicle.Thank you,Steve Shannon