United Tire and Service, LLC

With regard to case # [redacted] .The owner of our location advised the customer that based on the two weeks of driving after installation that it was clear that the wheel was in fact properly tightenedThere is no way of knowing who may have tampered with or removed the wheel across that period of timeHad the customer contacted our facility on April 27th when became aware of a problem appropriate steps could have been made to direct and safeguard the customerUnfortunately, the customer did not contact the facility timely, continued to drive the vehicle for another full day breaking more studs and then ultimately continued to drive the vehicle until the wheel separated from the vehicleThese observations as outlined in his statement of having a missing lug stud assembly and continuing to drive the vehicle is evidence and shows negligence on the customers partWhen a wheel is driven loose this will quickly elongate the holes of the wheelThis was not evident during repairs which lead our location to believe that we still did not get a full and accurate explanation from the customerAfter having a thorough discussion with the customer in good faith and to show a willingness to help, the facility replaced his lug nuts and studs at no cost The customer had direct contact with the owner and was given a thorough explanationWe consider this to be more than a fair and equitable resolution to the customer's concernThank you for your patience and review of this caseRespectfully, Gregory *M [redacted] PresidentUnited Tire and Service LLC

From: *** *** Date: Wed, Apr 26, at 12:PMSubject: Cancel complaintTo: [email protected] my name is *** *** complaint # *** this situation was corrected with United tire and I would like to withdraw my complaintThis matter was
professionally resolved Thank you*** ***

From: *** *** Date: Mon, Jan 8, at 11:PMSubject: Complaint ***To: [email protected] Evening,I would like to respond to this complaintI am satisfied with the way the business addressed my concernI apologize that I took so long to respond.Sincerely,*** ***Sent from my ***

We just touched base with the customerWe did offer to bring the customer back in to our store and do the work under warranty again and correct her problemShe informed us that she did not trust the quality of parts that we were usingThe owner then informed her he would get it directly from the
*** dealership and install the part himself (he previously worked as a technician in a *** dealership) however she said she wanted to get the work done by her technicianWe have agreed to cover the cost of her invoice with her technician along as she provides us with a copy of the invoice and the defective part so we can make sure that its is in fact defective.Please let me know if any more information is needed and as soon as we get the invoice from the customer and determine the part is defective we will send you a copy of a check cut to the customer

Good Morning, We have reached out to the customer and are meeting with her at a different United location to review her vehiclewe plan on warrantying her brakes as needed and satisfy our customerWe are tentative with the customer for AM on Wednesday the 27thOnce completing the review
we will respond with final resolution as to how we resolved the customer concernRespectfully,

We reviewed [redacted]'s vehicle at 10 AM on 12/27 and found that a brake pad was in fact frozen in place that had failed during our warranty period. Our Willow Grove technician’s review was incorrect, as was the dealerships upon a more detailed inspection. The vehicle could not continue as it was currently in operation for an extended period. Essentially, this part seized in place and led the technician to incorrectly diagnose a failed brake caliper. We have corrected and replaced all work on the front brakes to include replacing the rotors and the brake pads rotated tires and replaced a missing lugnut after the dealer had serviced the vehicle all at no cost to the customer.  As for the recommended shock. The customer was shown where it had been leaking and was easy to compare the problem right rear shock was oiled and dust covered versus the left rear shock that was clean and dry. We pointed out that the rear control arm had been replaced. In doing so the customer remembered that the car was hit in the right rear and had a lot of repairs. We believe the shock has been damaged in the prior accident. We have offered the customer to have the shock replaced at our cost of $42.00 each plus tax, (it is recommended to replace them in pairs for stability purposes) as a goodwill gesture at her convenience [redacted] has my business card in the event she has any questions. She left the business satisfied and happy as all work was done before 11:30 AM. Please let me know if you have any questions. Respectfully. Gregory *. M[redacted]

We just touched base with the customer. We did offer to bring the customer back in to our store and do the work under warranty again and correct her problem. She informed us that she did not trust the quality of parts that we were using. The owner then informed her he would get it directly from the...

[redacted] dealership and install the part himself (he previously worked as a technician in a [redacted] dealership) however she said she wanted to get the work done by her normal technician. We have agreed to cover the cost of her invoice with her technician along as she provides us with a copy of the invoice and the defective part so we can make sure that its is in fact defective.
Please let me know if any more information is needed and as soon as we get the invoice from the customer and determine the part is defective we will send you a copy of a check cut to the customer.

With regard to case #[redacted].The owner of our location advised the customer that based on the two weeks of driving after installation that it was clear that the wheel was in fact properly tightened. There is no way of knowing who may have tampered with or removed the wheel across that period of...

time. Had the customer contacted our facility on April 27th when became aware of a problem appropriate steps could have been made to direct and safeguard the customer. Unfortunately, the customer did not contact the facility timely, continued to drive the vehicle for another full day breaking 3 more studs and then ultimately continued to drive the vehicle until the wheel separated from the vehicle. These observations as outlined in his statement of having a missing lug stud assembly and continuing to drive the vehicle is evidence and shows negligence on the customers part. When a wheel is driven loose this will quickly elongate the holes of the wheel. This was not evident during repairs which lead our location to believe that we still did not get a full and accurate explanation from the customer. After having a thorough discussion with the customer in good faith and to show a willingness to help, the facility replaced his lug nuts and studs at no cost.  The customer had direct contact with the owner and was given a thorough explanation. We consider this to be more than a fair and equitable resolution to the customer's concern. Thank you for your patience and review of this case. Respectfully, Gregory *. M[redacted]PresidentUnited Tire and Service LLC