Tires Plus Total Car Care

The customer brought in her 2005 F-150 truck at 123,000 miles for an oil change and complaining of a “jump” at 45 mph and above and asked if we could check into it. The mechanic test drove the vehicle so he could experience the problem and make an educated guess as to where to start. After... test driving the truck and confirming the “jump” which is caused by a cylinder misfire, it was necessary to hook it up to our scan tool to determine which cylinders were misfiring. The scan tool showed misfires on cylinders #2, #3, #6, and #8 and occasionally on cylinders #5 and #1. After confirming the misfires on 6 of the 8 cylinders, the next step is to check the individual cylinder components to determine possible causes (i.e. faulty spark plug, coils, injectors, etc.). She had requested that we look to see what the problem was, so we needed to remove and inspect the spark plugs to determine if they were good or bad. (Ford recommends this service at 100,000 miles for this type of vehicle.) We began removing and inspecting the spark plugs when we ran into an issue of not being able to get 4 of the plugs out due to corrosion. Rather than continue and possibly damage the plugs causing more down time and added cost, I errored on the side of caution and the repairs were stopped and the customer was contacted. I explained to her what we had found and the possibility of plugs breaking, which is a common issue, if we continued. She decided not to have us continue until she could make other arrangements if issues arose while we worked on the vehicle. The 4 plugs were reinstalled. The customer was charged for the oil change and .5 hour labor for the diagnoses. The plan we discussed was for her to bring it back to make the required repairs to correct the multiple misfires. Therefore, no repairs were made at that time. The alternative would have been to stop after pulling the codes, but it would not have answered her question of “what the problem was”. I am sorry to hear that she is disappointed in our actions. She had been fortunate to not have broken down before asking us to diagnose the problem and until the repair work is completed, her issues will only continue to get progressively worse. Removing and reinstalling the original spark plugs was a necessary disruption in order to diagnose the complaint she requested. We make every effort to correctly diagnose an issue the first time and to communicate and get any necessary approvals from the customer before starting the repair. We know there can be miscommunication or lack of understanding and that is why we make every effort to answer all questions and explain in detail so the customer understands the issue and the options available to them. We are very proud of our outstanding reputation for being honest and fair and would appreciate the opportunity to make things right.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I just want my truck to be fixed up correctly. I still did not give permission to take any parts off of my truck. I wanted them to see if they could figure out what the problem was so I could make an appointment to get it fixed but after I realized that my truck was running worse than what it was doing before I brought it in there I wasn't very happy about that. I live in another town so I have to commute to work every morning and its hard to when I don't trust my vehicle completely. --*** ***

Initial Business Response /* (1000, 5, 2016/01/14) */
Store Manager Pete C-
Has been working with the vendor (who has been on vacation for two weeks) to aquire the correct wheelsThey are on order according to [email protected] vendor
Pete at the same time reached out to our customer and
informed him of all the steps we have taken to make sure he is happy*** who was in Texas stated that he is happy and just wanted to resolve this issue
Thank you,
David B
DistManager Tires Plus
Initial Consumer Rebuttal /* (2000, 7, 2016/01/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I think this is a great resolutionThank you

The customer brought in her 2005 F-150 truck at 123,000 miles for an oil change and complaining of a “jump” at 45 mph and above and asked if we could check into it.  The mechanic test drove the vehicle so he could experience the problem and make an educated guess as to where to start. After...

test driving the truck and confirming the “jump” which is caused by a cylinder misfire, it was necessary to hook it up to our scan tool to determine which cylinders were misfiring. The scan tool showed misfires on cylinders #2, #3, #6, and #8 and occasionally on cylinders #5 and #1.  After confirming the misfires on 6 of the 8 cylinders, the next step is to check the individual cylinder components to determine possible causes (i.e. faulty spark plug, coils, injectors, etc.). She had requested that we look to see what the problem was, so we needed to remove and inspect the spark plugs to determine if they were good or bad. (Ford recommends this service at 100,000 miles for this type of vehicle.) We began removing and inspecting the spark plugs when we ran into an issue of not being able to get 4 of the plugs out due to corrosion. Rather than continue and possibly damage the plugs causing more down time and added cost, I errored on the side of caution and the repairs were stopped and the customer was contacted. I explained to her what we had found and the possibility of plugs breaking, which is a common issue, if we continued. She decided not to have us continue until she could make other arrangements if issues arose while we worked on the vehicle. The 4 plugs were reinstalled. The customer was charged for the oil change and .5 hour labor for the diagnoses. The plan we discussed was for her to bring it back to make the required repairs to correct the multiple misfires. Therefore, no repairs were made at that time. The alternative would have been to stop after pulling the codes, but it would not have answered her question of “what the problem was”. I am sorry to hear that she is disappointed in our actions. She had been fortunate to not have broken down before asking us to diagnose the problem and until the repair work is completed, her issues will only continue to get progressively worse. Removing and reinstalling the original spark plugs was a necessary disruption in order to diagnose the complaint she requested. We make every effort to correctly diagnose an issue the first time and to communicate and get any necessary approvals from the customer before starting the repair. We know there can be miscommunication or lack of understanding and that is why we make every effort to answer all questions and explain in detail so the customer understands the issue and the options available to them. We are very proud of our outstanding reputation for being honest and fair and would appreciate the opportunity to make things right.

Mr [redacted] brought his vehicle in July 14th, 2017 and had us install tires he had purchased.  We did not have an alignment written on his work order, just the tire installation.  When customers buy tires from us we do a free alignment check for them.  When customers bring in...

their own tires we do not automatically do an alignment check.