Tupelo Tire and Wheel

This letter is in response to complaint ID# [redacted] Customer received service of replacing front brake pads for her vehicle I did speak with the customer on the stated dates but all conversations I had were with the customer only and not husband as implied, and to date have not spoken to him at any time On the initial conversation (approximately mid April) after customer received new brake pads, she called and I asked her to bring her vehicle back into the facility and we will gladly check it out and correct any problems found She informed me that she had moved to Olive Branch and now lived too far to return to the store The customer did return on first weekend in May at which time we inspected her brake pads and rotors, found both pads were full, we did some minor adjustments as needed but we did not find any issues or problems with the rotors There was not any metal to metal heard or any evidence seen of grinding If that had been found we would have informed the customer and made required repairs at that time She left the store and called back on following Monday to report she still heard grinding She also said at that time that she would be getting someone local to check her vehicle as she did not want to drive miles back to get it checked I told her that our work and parts are only warranted here in the store The customer called at a later date to say she had taken her vehicle to another service center and was told her problem was brakes and rotors which was not found to be evident at any visit to our store It is not our store routine or habit to perform work that is not felt needed or required We provided the initial customer request and service of new brake pads as they were in need of replacing We would have repaired rotors if that need had been found We would have replaced the newly installed brakes had that been deemed necessary upon the visit for us to recheck the brake pads I do not feel the customer is due reimbursement for requested service provided by our store with subsequent visit for recheckThere was also offer to recheck with no follow up cost to the customer The customer chose to take the vehicle to another service center and accept their recommendation to receive the same service provided at our store It is stated on our store receipt that all sales are final; however, if found to be a store error, it is not our store policy or habit to turn away customers without going to the limit within our scope of repair Work done in our store is warranted by our store and this and more was offered to the customer in an effort to rectify her situation as well as achieve her satisfaction

This letter is in response to complaint ID# [redacted].  Customer received service of replacing front brake pads for her vehicle.
I did speak with the customer on the stated dates but all conversations I had were with...

the customer only and not husband as implied, and to date have not spoken to him at any time.  On the initial conversation (approximately mid April) after customer received new brake pads, she called and I asked her to bring her vehicle back into the facility and we will gladly check it out and correct any problems found.  She informed me that she had moved to Olive Branch and now lived too far to return to the store.
The customer did return on first weekend in May at which time we inspected her brake pads and rotors, found both pads were full, we did some minor adjustments as needed but we did not find any issues or problems with the rotors.  There was not any metal to metal heard or any evidence seen of grinding.  If that had been found we would have informed the customer and made required repairs at that time.  She left the store and called back on following Monday to report she still heard grinding.  She also said at that time that she would be getting someone local to check her vehicle as she did not want to drive 85 miles back to get it checked.  I told her that our work and parts are only warranted here in the store.
The customer called at a later date to say she had taken her vehicle to another service center and was told her problem was brakes and rotors which was not found to be evident at any visit to our store.
It is not our store routine or habit to perform work that is not felt needed or required.  We provided the initial customer request and service of new brake pads as they were in need of replacing.  We would have repaired rotors if that need had been found.  We would have replaced the newly installed brakes had that been deemed necessary upon the visit for us to recheck the brake pads.
I do not feel the customer is due reimbursement for requested service provided by our store with subsequent visit for recheck. There was also offer to recheck with no follow up cost to the customer.  The customer chose to take the vehicle to another service center and accept their recommendation  to receive the same service provided at our store.   It is stated on our store receipt that all sales are final; however, if found to be a store error, it is not our store policy or habit to turn away customers without going to the limit within our scope of repair.  Work done in our store is warranted by our store and this and more was offered to the customer in an effort to rectify her situation as well as achieve her satisfaction.