Unfortunately I as the District Manager was not fully informed of the situation from start to finishWIth that being said I wish to apologize for the way things were handled in BOTH incidentsI will be contacting the customer today and
offering a refund of the $for the gift receipt given and not honored due to the issuer not being in a position to issue a gift receipt in the first placeIn closing, our customers are VERY important to us and I will always do everything in my power to ensure their time with us is as pain free and easy as possibleI am terribly sorry that is not the case here but I assure you this will be handled internally as well*** ***
District Manager '
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. The business never offer to check the vehicle nor wanted to redo the oil changeThe manager agreed that he did not do the work and can't verify that the work was done accuratelyTherefore, I want a full refund.
*** ***
To Whom It May Concern, My name is *** *** and I am the General Manager of
the Precision Tune Auto Care on *** Dr*** SCIn response to the complaint submitted by *** ***, there are several discrepancies, number 1, I personally pulled the master cylinder away from the brake booster myselfIt was then that brake fluid appeared running out verifying a leak at the master cylinderWere those repairs made at the shop across the street from me? I also informed her and showed her father before any work was performed what the issues were after the brake job was completed that she was also shown before an approval was given for the repairs she paid forThere is no warranty on wear items on any vehicle even from the manufacturer of any vehicleI clearly explained to her that I would warranty out the brake pads due to the fact that they were making noise for the second time however I could not warranty the laborI also went above company policy and gave her a written warranty month, 12,mile warranty on the brake pads and labor just to give the best customer service possibleI do not understand why she is upset with me when she clearly did not have the additional repairs performed by us and I showed her personal advisor the leaks from the master cylinderIn closing, I would like to state that our mission is to service each vehicle in a responsible and safety minded mannerWe also are known for our “if you cannot see the issue someone is quoting you to be repaired, don’t buy it”Excellent customer service is our top priority, and we also pride ourselves on informing the customer as much as possible, thank you General Manager *** ***
Sir/Ma'am,
First, please allow me to apologize for the amount of time and personnel efforts required in handling this complaint levied against our Precision Tune Store number [redacted]. In my previous correspondence with you I offered to refund the $98 labor hour for the front brake warranty as a good faith gesture. As I also stated previously Mr. [redacted] did absolutely nothing wrong much less fraudulent in nature in my opinion. I can say this with confidence as I was at this store during the entire front brake warranty replacement, the rear brake clean and adjust and testing afterwards. With that being said, in the name of customer service I will happily refund the full $131.60 spent for labor and the rear brake clean and adjust to Ms. [redacted]. We will reach out to Ms. [redacted] to ensure her mailing address is correct and a check in this amount will be mailed to her as soon as possible. Again I apologize for the lack of brevity in this unfortunate situation, but I hope we can all move on happy in this situations outcome. Thank you for your time and efforts.
Very Respectfully,
[redacted]
District Manager, Precision Tune Auto Care
Upstate SC
Please read my previous reply again. I verified the service was done correctly via video footage. He did ask to check your vehicle. I am offering to recheck it and redo it for you. There is no reason for a refund since the service was performed correctly, and we have video proof of it.
I, [redacted] (District Manager), contacted the customer on 8/31/16 @ 4:29 pm with no answer, I left a message. The customer contacted me back on 8/31/16 @ 5:12 pm. We discussed the problem with the vehicle. The original complaint was that the vehicle "would not pull and runs rough". The...
information below is the facts on which everything happened. Upon further diagnostics the vehicle had several diagnostic trouble codes for a Mass Air Flow Sensor, Throttle Actuator and cylinder #2 misfire. The technician recommended a tune up and fuel system cleaning to clean the throttle body and manually clean the mass air flow sensor. Customer was contacted via phone and authorized the repairs. When the customer came to pick up the vehicle they had to jump it off, the battery tested good. The customer took the vehicle and it would not start the next morning. She brought the vehicle back and after diagnosing a no start concern, the alternator fails a test. The manager gave her the option of discounting the repair at first $100.00 and then the $180.00 that she paid for the previous repair. She declined any assistance from him.
My conversation continued with Ms. [redacted] and I agreed, with her permission, to replace her alternator at no charge and that would be all we would be responsible for. She agreed and we continued with the repair. We also replaced her battery because it failed a test after replacing the alternator. The battery was bad due to the alternator not charging properly. The customer agreed this was acceptable and that nothing else would be owed. We performed these repairs as a one time goodwill repair per Precision Tune Auto Care located at [redacted] Dr, Greenville SC 29607. The customer has signed a copy of the invoice stating that the customer does not expect any further refund or repairs at this time.
If you have any further questions regarding Ms. [redacted] or her vehicle, please feel free to contact me. Thanks.
[redacted]
District Manager
864[redacted].com
Tell us why here...In reply to complaint ID: [redacted]
Customer’s Statement of the Problem: I went to have an oil change on my vehicle. unfortunately, the...
company empty the old oil out of the vehicle and did not put new oil in. when contacted the business about the problem, the manager stated to me that a car can't work without oil.
On 5/12/16, [redacted] brought her 2014 Kia Sorento for an oil change and tire rotation. I personally viewed our camera footage, and determined the technician performed her service correctly. He is seen adding new oil after draining the used oil and changing the filter. He is then seen checking the oil via the dipstick, cranking the vehicle, and rechecking it for the proper levels.
On 6/23/16, [redacted] came in and made the complaint above. I personally viewed this visit as well. [redacted], the sales manager, did explain well the process to her on how we add oil, and determine the amount with checking. We do have a warranty in place for our services, and we did offer at that point to inspect her vehicle. She did not allow us to check her vehicle. If oil was not added, her Kia would not have gone very far without several notifications on the dash and the vehicle possibly shutting down. She has been driving for over a month, allegedly with no oil in her motor. She did drive it when she came by. [redacted] did, in a good faith gesture, did replace approximately $25 for the oil she allegedly installed in her car. She also says there is no evidence of a leak.
New motor oil is very transparent and whomever allegedly checked it, may not have been able to see it on the oil dipstick. If she did indeed add five more quarts to her car, it may be dangerously over filled, and we recommend having it checked asap by a professional shop. Even though on video she said she would never return, we do welcome her back for us to check it at no charge, and also to redo the oil change while she watches. We see no reason to tender a refund as there is no evidence to support her accusation as stated above.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
The master cylinder and brake booster on my 2001 Honda CRV did not need replacing. The manager of Precision Tune, [redacted], fraudulently came up with the repair work. The master cylinder was not removed to allow the inspection of the brake booster. I have a detailed report from the [redacted] Auto Repair store of such.
In addition to the business' response, the first time I took my 2001 Honda CRV in for warranty work the service/labor was covered. So why did [redacted] not cover it this time? It is because he said my car's mileage was over the 12,000 mileage warranty which was a lie.
The over tightening of my car's rear brakes is what caused the foot pedal to go soft. The brake fluid boiled sending air pockets through the line. [redacted] did not address that major issue in his response letter.
I had to have the work on the rear brakes redone because of [redacted]'s Precision Tune" shoddy incompetent repair work.
I will be in your office with my documentation tomorrow, Friday, September 4.
Thank you,
[redacted]
864-[redacted]
We did and do acknowledge the mistake. Mishaps occur in every shop across the country. People are human and sometimes err. We sincerely apologize for the inconvenience this may have caused. It is not a common issue.In response to the customer's complaint, we offered to replace the cap, or to...
reimburse him if he chose to purchase one himself. We instructed him not to drive the vehicle with the cap missing. We also offered to tow the vehicle to the shop at our expense. The customer chose to continue driving the vehicle and declined our offer of a tow. Instead, the customer had a friend procure him a new oil cap and some oil. The friend, according to the customer, installed the new cap and put in the oil. When the customer arrived at our shop later, we readily reimbursed him for the cap and oil. However, when we checked his oil level, it was grossly over full to the precise extent of the oil the customer told us had been added. The customer blamed this on us.Whether or not anyone had to drive forty miles at night, disrupting dinner, etc., we simply cannot answer. We received the call in the morning expressing the problem, and the customer was at the shop by mid afternoon with his receipt expecting reimbursement. According to the customer at the time of the incident, a friend brought and installed the oil and new cap, and this was while he was at work. The complaint, while legitimate in terms of the incident itself, is exaggerated and embellished to cast a harsher light on the situation than was actually the case.We regret that this happened, although the extent of our mistake was that we forgot to install the oil cap. Again, we're only human. The customer did not lose any oil as a result of the mistake. There was no damage as a result of this mistake. There wasn't even a mess resulting from the mistake. The customer was reimbursed for any and all additional expenses. The simple act of replacing the oil cap would have resolved the issue in every respect. Over filling the oil was not our mistake.By way of resolution, in addition to the reimbursement already given, we will refund the amount of the service provided, which was $33.00, not $60.
My name is [redacted]. I am the General Manager for Precision Tune Store [redacted] located at [redacted], SC 29607. On 30 August 2014 Ms. [redacted] and Mr. [redacted] brought their 2006 Ford Explorer, VIN number [redacted], into my shop asking for a quote for new spark plugs and a new ignition wire set. We recommended running a scan test to check the codes that were stored in the vehicles computer and they agreed. We discovered 4 codes; P0300 which is for random cylinder misfires, P0304 which is a dead misfire on cylinder 4, P0305 which is a dead misfire on cylinder 5, and P0316 which indicates a misfire on start up. At this time we informed them that there may be bad ignition coil packs for cylinders 4 and 5. They asked that we go ahead and change the spark plugs and wires and we could go from there. The spark plugs for cylinders 1, 2, and 3 were no problem to remove and replace. Upon my technician removing the plug for cylinder #4 it came out with the threads from the cylinder head. At that point the technician stopped work, went up front and brought Mr. [redacted] back into the shop and showed him what happened. At that time he informed Mr. [redacted] that Ford truck engines are known for having this type of issue on occasion and asked him if we should continue with the repair because there was a good possibility that more plugs would do the same and that would incur more labor time to repair or replace the cylinder head. Mr. [redacted] told the technician to go forward and approved more labor if necessary. At that time Mr. [redacted] and Ms. [redacted] left the shop. While attempting to remove the plug for cylinder #5 it was so cross threaded that it broke the ceramic and the half of the plug remained in the threads. At this time the technician informed me and I put together pricing to properly repair the issue just as my technician informed Mr. [redacted]. Once the pricing was proper, my Assistant Manager [redacted] called Mr. [redacted]. During that conversation he informed Mr. [redacted] of the situation and gave him two price points for the two ways to repair the vehicle. He first informed Mr. [redacted] that the best and permanent option would be to replace the driver side cylinder head with a brand new one which would also provide him with a new head gasket, new head bolts, valve cover gasket, and intake manifold gasket and exhaust manifold gasket. The price for that repair after all fees and taxes would be $2,767.55. Option 2 would be to remove the driver side cylinder head, drill out the spark plug holes and rethread them. This option would also replace all gaskets listed for option number 1. However, option 2 is not considered a “permanent” solution as it could lost the new threading much easier than a new cylinder head. The price point for option 2 was $1,836.59 which was charging only .5 hours of labor per re thread vice the 1 hour called for in ALLDATA. Mr. [redacted] was not interested in paying for either option and began to barter price for what had already been performed by the technician and stated he was going to have it towed to [redacted]. At that time we informed him that we would only charge him for the parts used and half of the normal labor charge as a good faith gesture. We also offered repair option #1 for $2,500 total but he still was not interested. On Wednesday 3 September, Mr. [redacted] came back to the shop, paid the bill as agreed and [redacted] came and towed the vehicle away. He was very cordial and pleasant to the staff when he came in to pay the bill.
Unfortunately I as the District Manager was not fully informed of the situation from start to finishWIth that being said I wish to apologize for the way things were handled in BOTH incidentsI will be contacting the customer today and
offering a refund of the $for the gift receipt given and not honored due to the issuer not being in a position to issue a gift receipt in the first placeIn closing, our customers are VERY important to us and I will always do everything in my power to ensure their time with us is as pain free and easy as possibleI am terribly sorry that is not the case here but I assure you this will be handled internally as well*** ***
District Manager '
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. The business never offer to check the vehicle nor wanted to redo the oil changeThe manager agreed that he did not do the work and can't verify that the work was done accuratelyTherefore, I want a full refund.
*** ***
To Whom It May Concern, My name is *** *** and I am the General Manager of
the Precision Tune Auto Care on *** Dr*** SCIn response to the complaint submitted by *** ***, there are several discrepancies, number 1, I personally pulled the master cylinder away from the brake booster myselfIt was then that brake fluid appeared running out verifying a leak at the master cylinderWere those repairs made at the shop across the street from me? I also informed her and showed her father before any work was performed what the issues were after the brake job was completed that she was also shown before an approval was given for the repairs she paid forThere is no warranty on wear items on any vehicle even from the manufacturer of any vehicleI clearly explained to her that I would warranty out the brake pads due to the fact that they were making noise for the second time however I could not warranty the laborI also went above company policy and gave her a written warranty month, 12,mile warranty on the brake pads and labor just to give the best customer service possibleI do not understand why she is upset with me when she clearly did not have the additional repairs performed by us and I showed her personal advisor the leaks from the master cylinderIn closing, I would like to state that our mission is to service each vehicle in a responsible and safety minded mannerWe also are known for our “if you cannot see the issue someone is quoting you to be repaired, don’t buy it”Excellent customer service is our top priority, and we also pride ourselves on informing the customer as much as possible, thank you General Manager *** ***
Sir/Ma'am,
First, please allow me to apologize for the amount of time and personnel efforts required in handling this complaint levied against our Precision Tune Store number [redacted]. In my previous correspondence with you I offered to refund the $98 labor hour for the front brake warranty as a good faith gesture. As I also stated previously Mr. [redacted] did absolutely nothing wrong much less fraudulent in nature in my opinion. I can say this with confidence as I was at this store during the entire front brake warranty replacement, the rear brake clean and adjust and testing afterwards. With that being said, in the name of customer service I will happily refund the full $131.60 spent for labor and the rear brake clean and adjust to Ms. [redacted]. We will reach out to Ms. [redacted] to ensure her mailing address is correct and a check in this amount will be mailed to her as soon as possible. Again I apologize for the lack of brevity in this unfortunate situation, but I hope we can all move on happy in this situations outcome. Thank you for your time and efforts.
Very Respectfully,
[redacted]
District Manager, Precision Tune Auto Care
Upstate SC
Please read my previous reply again. I verified the service was done correctly via video footage. He did ask to check your vehicle. I am offering to recheck it and redo it for you. There is no reason for a refund since the service was performed correctly, and we have video proof of it.
I, [redacted] (District Manager), contacted the customer on 8/31/16 @ 4:29 pm with no answer, I left a message. The customer contacted me back on 8/31/16 @ 5:12 pm. We discussed the problem with the vehicle. The original complaint was that the vehicle "would not pull and runs rough". The...
information below is the facts on which everything happened. Upon further diagnostics the vehicle had several diagnostic trouble codes for a Mass Air Flow Sensor, Throttle Actuator and cylinder #2 misfire. The technician recommended a tune up and fuel system cleaning to clean the throttle body and manually clean the mass air flow sensor. Customer was contacted via phone and authorized the repairs. When the customer came to pick up the vehicle they had to jump it off, the battery tested good. The customer took the vehicle and it would not start the next morning. She brought the vehicle back and after diagnosing a no start concern, the alternator fails a test. The manager gave her the option of discounting the repair at first $100.00 and then the $180.00 that she paid for the previous repair. She declined any assistance from him.
My conversation continued with Ms. [redacted] and I agreed, with her permission, to replace her alternator at no charge and that would be all we would be responsible for. She agreed and we continued with the repair. We also replaced her battery because it failed a test after replacing the alternator. The battery was bad due to the alternator not charging properly. The customer agreed this was acceptable and that nothing else would be owed. We performed these repairs as a one time goodwill repair per Precision Tune Auto Care located at [redacted] Dr, Greenville SC 29607. The customer has signed a copy of the invoice stating that the customer does not expect any further refund or repairs at this time.
If you have any further questions regarding Ms. [redacted] or her vehicle, please feel free to contact me. Thanks.
[redacted]
District Manager
864[redacted].com
Tell us why here...In reply to complaint ID: [redacted]
Customer’s Statement of the Problem: I went to have an oil change on my vehicle. unfortunately, the...
company empty the old oil out of the vehicle and did not put new oil in. when contacted the business about the problem, the manager stated to me that a car can't work without oil.
On 5/12/16, [redacted] brought her 2014 Kia Sorento for an oil change and tire rotation. I personally viewed our camera footage, and determined the technician performed her service correctly. He is seen adding new oil after draining the used oil and changing the filter. He is then seen checking the oil via the dipstick, cranking the vehicle, and rechecking it for the proper levels.
On 6/23/16, [redacted] came in and made the complaint above. I personally viewed this visit as well. [redacted], the sales manager, did explain well the process to her on how we add oil, and determine the amount with checking. We do have a warranty in place for our services, and we did offer at that point to inspect her vehicle. She did not allow us to check her vehicle. If oil was not added, her Kia would not have gone very far without several notifications on the dash and the vehicle possibly shutting down. She has been driving for over a month, allegedly with no oil in her motor. She did drive it when she came by. [redacted] did, in a good faith gesture, did replace approximately $25 for the oil she allegedly installed in her car. She also says there is no evidence of a leak.
New motor oil is very transparent and whomever allegedly checked it, may not have been able to see it on the oil dipstick. If she did indeed add five more quarts to her car, it may be dangerously over filled, and we recommend having it checked asap by a professional shop. Even though on video she said she would never return, we do welcome her back for us to check it at no charge, and also to redo the oil change while she watches. We see no reason to tender a refund as there is no evidence to support her accusation as stated above.
Thank you
[redacted]
District Manager Precision Tune
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
The master cylinder and brake booster on my 2001 Honda CRV did not need replacing. The manager of Precision Tune, [redacted], fraudulently came up with the repair work. The master cylinder was not removed to allow the inspection of the brake booster. I have a detailed report from the [redacted] Auto Repair store of such.
In addition to the business' response, the first time I took my 2001 Honda CRV in for warranty work the service/labor was covered. So why did [redacted] not cover it this time? It is because he said my car's mileage was over the 12,000 mileage warranty which was a lie.
The over tightening of my car's rear brakes is what caused the foot pedal to go soft. The brake fluid boiled sending air pockets through the line. [redacted] did not address that major issue in his response letter.
I had to have the work on the rear brakes redone because of [redacted]'s Precision Tune" shoddy incompetent repair work.
I will be in your office with my documentation tomorrow, Friday, September 4.
Thank you,
[redacted]
864-[redacted]
We did and do acknowledge the mistake. Mishaps occur in every shop across the country. People are human and sometimes err. We sincerely apologize for the inconvenience this may have caused. It is not a common issue.In response to the customer's complaint, we offered to replace the cap, or to...
reimburse him if he chose to purchase one himself. We instructed him not to drive the vehicle with the cap missing. We also offered to tow the vehicle to the shop at our expense. The customer chose to continue driving the vehicle and declined our offer of a tow. Instead, the customer had a friend procure him a new oil cap and some oil. The friend, according to the customer, installed the new cap and put in the oil. When the customer arrived at our shop later, we readily reimbursed him for the cap and oil. However, when we checked his oil level, it was grossly over full to the precise extent of the oil the customer told us had been added. The customer blamed this on us.Whether or not anyone had to drive forty miles at night, disrupting dinner, etc., we simply cannot answer. We received the call in the morning expressing the problem, and the customer was at the shop by mid afternoon with his receipt expecting reimbursement. According to the customer at the time of the incident, a friend brought and installed the oil and new cap, and this was while he was at work. The complaint, while legitimate in terms of the incident itself, is exaggerated and embellished to cast a harsher light on the situation than was actually the case.We regret that this happened, although the extent of our mistake was that we forgot to install the oil cap. Again, we're only human. The customer did not lose any oil as a result of the mistake. There was no damage as a result of this mistake. There wasn't even a mess resulting from the mistake. The customer was reimbursed for any and all additional expenses. The simple act of replacing the oil cap would have resolved the issue in every respect. Over filling the oil was not our mistake.By way of resolution, in addition to the reimbursement already given, we will refund the amount of the service provided, which was $33.00, not $60.
Thank you for your great help in the reimbursement of my money!
26 September 2014
Roman;">
Sir or Ma’am,
My name is [redacted]. I am the General Manager for Precision Tune Store [redacted] located at [redacted], SC 29607. On 30 August 2014 Ms. [redacted] and Mr. [redacted] brought their 2006 Ford Explorer, VIN number [redacted], into my shop asking for a quote for new spark plugs and a new ignition wire set. We recommended running a scan test to check the codes that were stored in the vehicles computer and they agreed. We discovered 4 codes; P0300 which is for random cylinder misfires, P0304 which is a dead misfire on cylinder 4, P0305 which is a dead misfire on cylinder 5, and P0316 which indicates a misfire on start up. At this time we informed them that there may be bad ignition coil packs for cylinders 4 and 5. They asked that we go ahead and change the spark plugs and wires and we could go from there. The spark plugs for cylinders 1, 2, and 3 were no problem to remove and replace. Upon my technician removing the plug for cylinder #4 it came out with the threads from the cylinder head. At that point the technician stopped work, went up front and brought Mr. [redacted] back into the shop and showed him what happened. At that time he informed Mr. [redacted] that Ford truck engines are known for having this type of issue on occasion and asked him if we should continue with the repair because there was a good possibility that more plugs would do the same and that would incur more labor time to repair or replace the cylinder head. Mr. [redacted] told the technician to go forward and approved more labor if necessary. At that time Mr. [redacted] and Ms. [redacted] left the shop. While attempting to remove the plug for cylinder #5 it was so cross threaded that it broke the ceramic and the half of the plug remained in the threads. At this time the technician informed me and I put together pricing to properly repair the issue just as my technician informed Mr. [redacted]. Once the pricing was proper, my Assistant Manager [redacted] called Mr. [redacted]. During that conversation he informed Mr. [redacted] of the situation and gave him two price points for the two ways to repair the vehicle. He first informed Mr. [redacted] that the best and permanent option would be to replace the driver side cylinder head with a brand new one which would also provide him with a new head gasket, new head bolts, valve cover gasket, and intake manifold gasket and exhaust manifold gasket. The price for that repair after all fees and taxes would be $2,767.55. Option 2 would be to remove the driver side cylinder head, drill out the spark plug holes and rethread them. This option would also replace all gaskets listed for option number 1. However, option 2 is not considered a “permanent” solution as it could lost the new threading much easier than a new cylinder head. The price point for option 2 was $1,836.59 which was charging only .5 hours of labor per re thread vice the 1 hour called for in ALLDATA. Mr. [redacted] was not interested in paying for either option and began to barter price for what had already been performed by the technician and stated he was going to have it towed to [redacted]. At that time we informed him that we would only charge him for the parts used and half of the normal labor charge as a good faith gesture. We also offered repair option #1 for $2,500 total but he still was not interested. On Wednesday 3 September, Mr. [redacted] came back to the shop, paid the bill as agreed and [redacted] came and towed the vehicle away. He was very cordial and pleasant to the staff when he came in to pay the bill.