Trombley Tire & Auto

Trombley Tire & Auto is celebrating years of serving the public this year and has six locations in the Finger Lakes region Although we never like to hear about an unhappy customer, we look at these times as opportunities to review our procedures and interview our staff regarding the incident Our Ithaca location is a one of our busiest, usually their time is scheduled ahead to days, especially during the month of May as the College students are moving out, we try to follow our schedule, but allow for the inevitable 'unplanned' items as well As this customer states, he had an appointment for the following day, but picked up a nail and needed a tire repaired and we fit him in for THAT service To be clear, the problem with his tire was a puncture that was repaired under our road hazard policy, NOT a 'valve' as he stated, his vehicle is equipped with a tire pressure monitoring system in place of the traditional tire 'valve', so our 'shoddy' work that he refers to was a nail that he had driven over and we repaired at no charge Also as the customer states he was 'Adamant' about getting the wheel bearing repaired while he was there, not the next day when the work was actually scheduled When we told him we couldn't do it, he became even more 'adamant' and the staff relented and told him we could have it by the END of the day When he returned mid-day to pick it up, 'adamant' was at a new level, and our workload had grown - the elderly lady he refers to in the complaint had a brake hydraulic issue that had to be handled immediately, then it was discovered that the parts store had supplied the wrong parts for this customer At this point the 'adamant' became loud, we told him the correct parts could be delivered and the work preformed, as promised by the end-of-day, he stated that we should put it together and he would take it as-is, by now, this sounded like a great idea to us, as we were doing everything we could to keep everyone happy and failing We should never have allowed him to 'insist' on re-arranging our tight schedule, we were trying to make more people happy that day than we had the resources for.As a review, what this customer is upset about is that we failed to complete a fairly large job in the morning on the DAY BEFORE his scheduled appointment Anyone who wishes to discuss this further is welcome to contact me, [redacted] ***Operations Manager

Trombley Tire & Auto is celebrating 55 years of serving the public this year and has six locations in the Finger Lakes region.  Although we never like to hear about an unhappy customer, we look at these times as opportunities to review our procedures and interview our staff regarding the...

incident.  Our Ithaca location is a one of our busiest, usually their time is scheduled ahead 7 to 10 days, especially during the month of May as the College students are moving out, we try to follow our schedule, but allow for the inevitable 'unplanned' items as well.  As this customer states, he had an appointment for the following day, but picked up a nail and needed a tire repaired and we fit him in for THAT service.  To be clear, the problem with his tire was a puncture that was repaired under our road hazard policy, NOT a 'valve' as he stated, his vehicle is equipped with a tire pressure monitoring system in place of the traditional tire 'valve', so our 'shoddy' work that he refers to was a nail that he had driven over and we repaired at no charge.  Also as the customer states he was 'Adamant' about getting the wheel bearing repaired while he was there, not the next day when the work was actually scheduled.  When we told him we couldn't do it, he became even more 'adamant' and the staff relented and told him we could have it by the END of the day.  When he returned mid-day to pick it up, 'adamant' was at a new level, and our workload had grown - the elderly lady he refers to in the complaint had a brake hydraulic issue that had to be handled immediately, then it was discovered that the parts store had supplied the wrong parts for this customer.  At this point the 'adamant' became loud, we told him the correct parts could be delivered and the work preformed, as promised by the end-of-day, he stated that we should put it together and he would take it as-is, by now, this sounded like a great idea to us, as we were doing everything we could to keep everyone happy and failing.  We should never have allowed him to  'insist' on re-arranging our tight schedule, we were trying to make more people happy that day than we had the resources for.As a review, what this customer is upset about is that we failed to complete a fairly large job in the morning on the DAY BEFORE his scheduled appointment.  Anyone who wishes to discuss this further is welcome to contact me,[redacted]Operations Manager