Thorpe, North & Western, L.L.P.

On the date the customer came in to have his issues addressed there were five of our employees presentAmong those five employees were an assistant manager, a manger, our director of compliance and the owner? Normally the director of compliance and the owner would not have been present but on this particular day the owner happen to be walking through and the compliance director came to offer assistance after hearing the customer from her officeIt is our company's policy that any compliant goes through the manager in which serviced the client originally therefore giving them the opportunity to fix the issueThe customer was explained that processThe manager was present approximately five minutes from the scheduled appointment? It was made extremely clear to the customer that he could not enter or be near the work areaAwaiting room is provided at the front of the store for customers to wait while we service their vehiclesThe customer was not away from the work area and was asked to step back further while we tried to figure out what was causing his issues with his vehicleThe customer refusedand would not comply and asked for his vehicle back? We pulled his vehicle out and he left.Without being able to see what could have been causing the issues he was reporting, we wereunable to offer a solution? The customer was aware that in order for his problem to result in are solution from us we had to inspect the vehicleHe refused and therefore we were unable tooffer a resolution? We offer free rotations for our customers when they purchase tires however,this customer completed his own rotations therefore taking responsibility upon himself forrotations being done correctly? Additionally, there are many factors involved in the wear of tiresand the customer decided that it was more important to him to argue and disregard our safetyrules than it was for his car to be looked at and hopefully fixed? Due to these choices on behalf ofthe customer we will not refund any money because we were not given the opportunity to determine the root of the problem or who was at fault? As a company we tried to resolve the issuebut the customer was not interested in that process? The customer stated in his compliant that he wishes to have no further contact with us and because this customer was not respectful of our employees or our rules; we feel that it would be best if he did shop somewhere else in the future

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
These individuals were defensive, loud, and extremely disrespectful ! I was not in an area inside of their yellow marked safety zone This is the worst service I have ever had ! Their aggressive, loud, disrespectful attitude is why I left, I don't know anyone who would put up with such !
Regards,
*** ***

On the date the customer came in to have his issues addressed there were five of our employees presentAmong those five employees were an assistant manager, a manger, our director of compliance and the owner? Normally the director of compliance and the owner would not have been present but on
this particular day the owner happen to be walking through and the compliance director came to offer assistance after hearing the customer from her officeIt is our company's policy that any compliant goes through the manager in which serviced the client originally therefore giving them the opportunity to fix the issueThe customer was explained that processThe manager was present approximately five minutes from the scheduled appointment? It was made extremely clear to the customer that he could not enter or be near the work areaAwaiting room is provided at the front of the store for customers to wait while we service their vehiclesThe customer was not away from the work area and was asked to step back further while we tried to figure out what was causing his issues with his vehicleThe customer refusedand would not comply and asked for his vehicle back? We pulled his vehicle out and he left.Without being able to see what could have been causing the issues he was reporting, we wereunable to offer a solution? The customer was aware that in order for his problem to result in are solution from us we had to inspect the vehicleHe refused and therefore we were unable tooffer a resolution? We offer free rotations for our customers when they purchase tires however,this customer completed his own rotations therefore taking responsibility upon himself forrotations being done correctly? Additionally, there are many factors involved in the wear of tiresand the customer decided that it was more important to him to argue and disregard our safetyrules than it was for his car to be looked at and hopefully fixed? Due to these choices on behalf ofthe customer we will not refund any money because we were not given the opportunity to determine the root of the problem or who was at fault? As a company we tried to resolve the issuebut the customer was not interested in that process? The customer stated in his compliant that he wishes to have no further contact with us and because this customer was not respectful of our employees or our rules; we feel that it would be best if he did shop somewhere else in the future