Twinsburg Goodyear

ATTN: Investigator & Dispute Resolution Coordinator Dear [redacted] : I have just received your e-mail on 04/08/regarding a service complaint from a *** [redacted] for a vehicle that was serviced here on 03/24/with an oil & filter, tire rotation hvac filter serviceMrs [redacted] called here several days in advance to schedule and appointment for an oil change & tire rotation while she was in town visiting I personally spoke with herShe requested exact pricing on an oil change & tire rotation including shop & taxAs we did not have any history on the vehicle I asked her if she used synthetic blend or full synthetic oil in her crankcase as it makes a definite difference in the price, and I quoted her both possible prices at that timeShe stated she was pretty sure she used the blend which is the cheaper of the two options and she also had a coupon she wished to useSo we set up her appointment at that point When she arrived the day of her appointment my counter manager walked out and checked her car and it used full synthetic blend oil which is the more expensive service, so he wrote the work order accordingly, when he asked for her authorization signature she immediately got defensive and said that was not the price I quoted and asked to speak with meI told her that when I originally spoke with her I gave her both possibilities but she was adamant I gave her the lower price for either serviceNow I am the owner with 40yrs in business and yrs experience, I know I did not say that but I did not want to argue the point as she was very adamant, so I gave her a complimentary $discountShe then consented to the service, my service did there inspection, showed her the items that were recommended for service and she opted to service the hvac filter only When she was outside ready to get in her car I stepped out and thanked her for her business and wished her a nice visit and a safe commute homeBefore she got in her vehicle she showed me her back seat was full of presents, but there was nothing in the front passenger seat as I recallShe then called me the following Monday and was extremely agitated about our poor service she stated, I proceeded to ask her what the problem was when I got the chance and she said we had left a dirt mark on a cover she used over to cover her passenger front seatI fully apologized for that possibility without knowing we had done that or not, I also told her she could stop by and it would take less than minutes for us to take care of thatShe proceeded to say she was back in Maryland and she could not come hereWell I then said you have me at a disadvantage as I cannot see the issue and try to determine if we had done that and or quickly clean it up? She said well what am I supposed to do about that, I want you to take care of it I then told her I'm sure if you take it to any Goodyear tire & service facility where you live someone would gladly take the couple of minutes to clean as I would for a customer and apologized multiple times whether it was our fault or not to no availShe was vociferously not happy with that, and what else could I say? Shen then called me a short time later to say no one would take care of her, I then told her to let me see what I could do for her and I would call her backI proceeded to call my Goodyear Rep that I have known for 25yrs and explained the situationHe then gave me the name of a local Goodyear facility in her area and told me to tell her to go there and ask for the manager, give him my reps name and, explain the situation and they would take care of itBefore I could call her and tell her that I received a call from Goodyear corporate with a vociferous compliant from her & they wanted the story of which I explained and told them I was about to call her and tell her what my rep said to do, they said fine I proceeded to call her and she did not answer so I left a message explaining exactly what to doAbout an hour after, I received a second call from Goodyear corporate stating she wanted her money back for her aggravationShe beat us up on price in the beginning, she then wanted everything for no cost after her first call from Goodyear which I refused and now according to your letter she wants everything free again from me plus extra from Goodyear over a possible small dirt spot that we cannot confirm we did? It sounds like its all about money? Your letter to me states she did not see the spot until she unloaded her vehicle upon returning homeI don't believe there was anything in the passenger seat when she was here, so you would have been able to see it before she left here after her service, but certainly if you loaded your seat with something before you left town on your return trip you would certainly have seen it then and called us before you left town and come here to show us and have us take care of itWould that not have been logical? Especially with her agitation about itThis seems an extraordinary amount of time spent for a dirt spot? We have always been about customer service and always will beWe go out of our way for customers whether they are local or from out of town and appreciate everyone's businessWe are respectful, responsive and cordial and enjoy the same from peopleWe have always been a-plus rated accordingly Respectfully [redacted] owner/operator

ATTN: Investigator & Dispute Resolution Coordinator Dear *** ***: I have just received your e-mail on 04/08/regarding a service complaint from a ***
*** for a vehicle that was serviced here on 03/24/with an oil & filter, tire rotation hvac filter serviceMrs*** called here several days in advance to schedule and appointment for an oil change & tire rotation while she was in town visiting I personally spoke with her. She requested exact pricing on an oil change & tire rotation including shop & taxAs we did not have any history on the vehicle I asked her if she used synthetic blend or full synthetic oil in her crankcase as it makes a definite difference in the price, and I quoted her both possible prices at that timeShe stated she was pretty sure she used the blend which is the cheaper of the two options and she also had a coupon she wished to useSo we set up her appointment at that point. When she arrived the day of her appointment my counter manager walked out and checked her car and it used full synthetic blend oil which is the more expensive service, so he wrote the work order accordingly, when he asked for her authorization signature she immediately got defensive and said that was not the price I quoted and asked to speak with meI told her that when I originally spoke with her I gave her both possibilities but she was adamant I gave her the lower price for either serviceNow I am the owner with 40yrs in business and yrs experience, I know I did not say that but I did not want to argue the point as she was very adamant, so I gave her a complimentary $discountShe then consented to the service, my service did there inspection, showed her the items that were recommended for service and she opted to service the hvac filter only. When she was outside ready to get in her car I stepped out and thanked her for her business and wished her a nice visit and a safe commute homeBefore she got in her vehicle she showed me her back seat was full of presents, but there was nothing in the front passenger seat as I recallShe then called me the following Monday and was extremely agitated about our poor service she stated, I proceeded to ask her what the problem was when I got the chance and she said we had left a dirt mark on a cover she used over to cover her passenger front seatI fully apologized for that possibility without knowing we had done that or not, I also told her she could stop by and it would take less than minutes for us to take care of thatShe proceeded to say she was back in Maryland and she could not come hereWell I then said you have me at a disadvantage as I cannot see the issue and try to determine if we had done that and or quickly clean it up? She said well what am I supposed to do about that, I want you to take care of it. I then told her I'm sure if you take it to any Goodyear tire & service facility where you live someone would gladly take the couple of minutes to clean as I would for a customer and apologized multiple times whether it was our fault or not to no availShe was vociferously not happy with that, and what else could I say? Shen then called me a short time later to say no one would take care of her, I then told her to let me see what I could do for her and I would call her backI proceeded to call my Goodyear Rep that I have known for 25yrs and explained the situationHe then gave me the name of a local Goodyear facility in her area and told me to tell her to go there and ask for the manager, give him my reps name and, explain the situation and they would take care of itBefore I could call her and tell her that I received a call from Goodyear corporate with a vociferous compliant from her & they wanted the story of which I explained and told them I was about to call her and tell her what my rep said to do, they said fine I proceeded to call her and she did not answer so I left a message explaining exactly what to doAbout an hour after, I received a second call from Goodyear corporate stating she wanted her money back for her aggravationShe beat us up on price in the beginning, she then wanted everything for no cost after her first call from Goodyear which I refused and now according to your letter she wants everything free again from me plus extra from Goodyear over a possible small dirt spot that we cannot confirm we did? It sounds like its all about money? Your letter to me states she did not see the spot until she unloaded her vehicle upon returning homeI don't believe there was anything in the passenger seat when she was here, so you would have been able to see it before she left here after her service, but certainly if you loaded your seat with something before you left town on your return trip you would certainly have seen it then and called us before you left town and come here to show us and have us take care of itWould that not have been logical? Especially with her agitation about it. This seems an extraordinary amount of time spent for a dirt spot? We have always been about customer service and always will beWe go out of our way for customers whether they are local or from out of town and appreciate everyone's businessWe are respectful, responsive and cordial and enjoy the same from peopleWe have always been a-plus rated accordingly. Respectfully *** *** owner/operator

ATTN: Investigator & Dispute Resolution Coordinator                Dear [redacted]:      I have just received your e-mail on 04/08/17 regarding a service complaint from a [redacted]...

[redacted] for a vehicle that was serviced here on 03/24/17 with an oil & filter, tire rotation hvac filter service. Mrs. [redacted] called here several days in advance to schedule and appointment for an oil change & tire rotation while she was in town visiting.           I personally spoke with her. She requested exact pricing on an oil change & tire rotation including shop & tax. As we did not have any history on the vehicle I asked  her if she used synthetic blend or full synthetic oil in her crankcase as it makes a definite difference in the price, and I quoted her both possible prices at that time. She stated she was pretty sure she used the blend which is the cheaper of the two options and she also had a coupon she wished to use. So we set up her appointment at that point.       When she arrived the day of her appointment my counter manager walked out and checked her car and it used full synthetic blend oil which is the more expensive service, so he wrote the work order accordingly, when he asked for her authorization signature she immediately got defensive and said that was not the price I quoted and asked to speak with me. I told her that when I originally spoke with her I gave her both possibilities but she was adamant I gave her the lower price for either service. Now I am the owner with 40yrs in business and 50 yrs experience, I know I did not say that but I did not want to argue the point as she was very adamant, so I gave her a complimentary $30.00 discount. She then consented to the service, my service did there normal inspection, showed her the items that were recommended for service and she opted to service the hvac filter only.       When she was outside ready to get in her car I stepped out and thanked her for her business and wished her a nice visit and a safe commute home. Before she got in her vehicle she showed me her back seat was full of presents, but there was nothing in the front passenger seat as I recall. She then called me the following Monday and was extremely agitated about our poor service she stated, I proceeded to ask her what the problem was when I got the chance and she said we had left a dirt mark on a cover she used over to cover her passenger front seat. I fully apologized for that possibility without knowing we had done that or not, I also told her she could stop by and it would take less than 5 minutes for us to take care of that. She proceeded to say she was back in Maryland and she could not come here. Well I then said you have me at a disadvantage as I cannot see the issue and try to determine if we had done that and or quickly clean it up? She said well what am I supposed to do about that, I want you to take care of it.       I then told her I'm sure if you take it to any Goodyear tire & service facility where you live someone would gladly take the couple of minutes to clean as I would for a customer and apologized multiple times whether it was our fault or not to no avail. She was vociferously not happy with that, and what else could I say? Shen then called me a short time later to say no one would take care of her, I then told her to let me see what I could do for her and I would call her back. I proceeded to call my Goodyear Rep that I have known for 25yrs and explained the situation. He then gave me the name of a local Goodyear facility in her area and told me to tell her to go there and ask for the manager, give him my reps name and, explain the situation and they would take care of it. Before I could call her and tell her that I received a call from Goodyear corporate with a vociferous compliant from her & they wanted the story of which I explained and told them I was about to call her and tell her what my rep said to do, they said fine.        I proceeded to call her and she did not answer so I left a message explaining exactly what to do. About an hour after, I received a second call from Goodyear corporate stating she wanted her money back for her aggravation. She beat us up on price in the beginning, she then wanted everything for no cost after her first call from Goodyear which I refused and now according to your letter she wants everything free again from me plus extra from Goodyear over a possible small dirt spot that we cannot confirm we did? It sounds like its all about money? Your letter to me states she did not see the spot until she unloaded her vehicle upon returning home. I don't believe there was anything in the passenger seat when she was here, so you would have been able to see it before she left here after her service, but certainly if you loaded your seat with something before you left town on your return trip you would certainly have seen it then and called us before you left town and come here to show us and have us take care of it. Would that not have been logical? Especially with her agitation about it. This seems an extraordinary amount of time spent for a dirt spot?       We have always been about customer service and always will be. We go out of our way for customers whether they are local or from out of town and appreciate everyone's business. We are respectful, responsive and cordial and enjoy the same from people. We have always been a-plus rated accordingly.                                          ...⇄ Respectfully                                  ...⇄ [redacted] owner/operator