Ultimate Tint & Wheel

To Whom It May Concern,   RE: [redacted] Compalint In response to the customer’s complaint: We did sell the customer 2 new tires and performed an alignment. When we perform an alignment, we have a printout of the finished specs and we attach it to our copy of the receipt for safekeeping. ...

When the customer came back to let us know about the uneven wearing of his tires, we offered to check to see if there were any other problems with suspension parts that may be broken or worn (at no charge) and there were none.  The only thing that could have made the alignment be so off at this point was hitting a pot hole, a curb or something of that nature.  He had come in on a Saturday to complain about his alignment and our bookkeeper has Saturdays off, so we were not able to access his original alignment printout because our copies of the receipts  are kept locked up for privacy reasons,(they contain customer’s private information).  We did access the original printout the following Monday and we verified that when the car left our shop, it was within specs.  We offered to sell the customer 2 new tires at cost and re-do his alignment, which he refused.  We have tried to work with this customer, but we cannot be responsible for the car being out of alignment because it can easily have been caused by the customer. We know that it was within specs when it left our shop and we do not know the driving habits of the customer.  We even offered to send the tires back to the manufacturer so that they can inspect the tires to see if there is some kind of defect that may have caused the uneven wear, but that can be a lengthy process and again the customer refused.  We feel that we have been very fair with this customer and we have tried to help in different ways in order that he may be satisfied, but at this point we have run out of options.  We don’t feel that we should return his money because he did get 2 new tires and an alignment and he has used those tires.  Again, we offered to re-do his alignment for free and to sell him 2 new tires at cost because we are not trying to profit from this situation, but we also cannot be responsible for his alignment being off because it was not caused by us. Thank you, [redacted] Office Manager