Thomas Tire & Automotive

Initial Business Response / [redacted] (1000, 7, 2016/01/12) */ Contact Name and Title: Angela G [redacted] , PHR Contact Phone: XXXXXXXXXX Contact Email: [redacted] @thomastire.com On 12/28/15, customer came to store and requested an oil change and for us to do multiple checks on a Acura While performing the oil change, we checked his brakes and diagnosed he needed the pads replaced on his back brakes The technicians also noted the tires were wearing unevenly due to what was thought could be an alignment issue Customer was advised of the brake and alignment issue Customer said to proceed with brakes and check the alignment Vehicle was moved from the oil change bay to alignment rack Technician was checking alignment and noticed a ball joint in the front end needed replacing and advised the customer Customer stated he did not want to spend that kind of money on the vehicle and to just fix the brakes While performing the brake job, technicians ran into issues, namely, the brake calibers were locked up and could not be pressed back in so that the brake pads could be installed Calibers lock up due to running them until they are metal to metal for at time; or due to sitting unused for a long period of time; or dirt and/or debris in the calibers Technicians priced the replacement of the calibers and advised customer Customer expressed they did not want to spend that kind of money on the car The rear rotors had already been turned on the vehicle and our technicians had spent over an hour trying to free the calibers Customer was advised that without caliber replacement, brake pads could not be replaced and he would only be responsible for the labor Customer said ok, paid for the vehicle and left Customer then did a "Live Chat" with our call center manager where he was verbally abusive I have copies of the chat as evidence He demanded his money back for turning his rotors Customer stated that we only worked on his vehicle for minutes but I have video coverage of the vehicle being serviced for an hour and minutes in the alignment bay That does not include the oil change bay We spent more than 1/hour on his brakes and only charged him an hour The customer brought in a vehicle that had multiple issues He asked us to advise us on many issues with his vehicle and we did as he asked all free of charge However, in the course of replacing his brake pads, we did preform a portion of the work required and therefore should be compensated for the work completed

Initial Business Response /* (1000, 7, 2016/01/12) */
Contact Name and Title: Angela G[redacted], PHR
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@thomastire.com
On 12/28/15, customer came to store and requested an oil change and for us to do multiple checks on a Acura While
performing the oil change, we checked his brakes and diagnosed he needed the pads replaced on his back brakes The technicians also noted the tires were wearing unevenly due to what was thought could be an alignment issue Customer was advised of the brake and alignment issue Customer said to proceed with brakes and check the alignment Vehicle was moved from the oil change bay to alignment rack Technician was checking alignment and noticed a ball joint in the front end needed replacing and advised the customer Customer stated he did not want to spend that kind of money on the vehicle and to just fix the brakes While performing the brake job, technicians ran into issues, namely, the brake calibers were locked up and could not be pressed back in so that the brake pads could be installed Calibers lock up due to running them until they are metal to metal for at time; or due to sitting unused for a long period of time; or dirt and/or debris in the calibers Technicians priced the replacement of the calibers and advised customer Customer expressed they did not want to spend that kind of money on the car The rear rotors had already been turned on the vehicle and our technicians had spent over an hour trying to free the calibers Customer was advised that without caliber replacement, brake pads could not be replaced and he would only be responsible for the labor Customer said ok, paid for the vehicle and left
Customer then did a "Live Chat" with our call center manager where he was verbally abusive I have copies of the chat as evidence He demanded his money back for turning his rotors Customer stated that we only worked on his vehicle for minutes but I have video coverage of the vehicle being serviced for an hour and minutes in the alignment bay That does not include the oil change bay We spent more than 1/hour on his brakes and only charged him an hour The customer brought in a vehicle that had multiple issues He asked us to advise us on many issues with his vehicle and we did as he asked all free of charge However, in the course of replacing his brake pads, we did preform a portion of the work required and therefore should be compensated for the work completed

Initial Business Response /* (1000, 7, 2016/01/12) */
Contact Name and Title: Angela G[redacted], PHR
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@thomastire.com
On 12/28/15, customer came to store and requested an oil change and for us to do multiple checks on a 1993 Acura. While...

performing the oil change, we checked his brakes and diagnosed he needed the pads replaced on his back brakes. The technicians also noted the tires were wearing unevenly due to what was thought could be an alignment issue. Customer was advised of the brake and alignment issue. Customer said to proceed with brakes and check the alignment. Vehicle was moved from the oil change bay to alignment rack. Technician was checking alignment and noticed a ball joint in the front end needed replacing and advised the customer. Customer stated he did not want to spend that kind of money on the vehicle and to just fix the brakes. While performing the brake job, technicians ran into issues, namely, the brake calibers were locked up and could not be pressed back in so that the brake pads could be installed. Calibers lock up due to running them until they are metal to metal for at time; or due to sitting unused for a long period of time; or dirt and/or debris in the calibers. Technicians priced the replacement of the calibers and advised customer. Customer expressed they did not want to spend that kind of money on the car. The rear rotors had already been turned on the vehicle and our technicians had spent over an hour trying to free the calibers. Customer was advised that without caliber replacement, brake pads could not be replaced and he would only be responsible for the labor. Customer said ok, paid for the vehicle and left.
Customer then did a "Live Chat" with our call center manager where he was verbally abusive. I have copies of the chat as evidence. He demanded his money back for turning his rotors. Customer stated that we only worked on his vehicle for 15 minutes but I have video coverage of the vehicle being serviced for an hour and 34 minutes in the alignment bay. That does not include the oil change bay. We spent more than 1 1/2 hour on his brakes and only charged him an hour. The customer brought in a 1993 vehicle that had multiple issues. He asked us to advise us on many issues with his vehicle and we did as he asked all free of charge. However, in the course of replacing his brake pads, we did preform a portion of the work required and therefore should be compensated for the work completed.