University Tire & Auto Center

Revdex.com Representative, size="3"> This is in response to case # [redacted] Mrs [redacted] brought her vehicle in on the morning of July 9th for the Virginia State mandated safety inspectionAll of our state inspectors have state mandated rules and guidelines they have to follow when doing the state inspectionsWhile they work for University Tire, their inspection license is given by the Virginia State Police and therefore they will follow the states guidelines when doing these inspectionsOur technician did fail the vehicle due to the right front brake caliper being seized and for the headlight needing to be reconditionedOur technician also noted that there was damage to the brake pad and brake rotor due to the brake caliper being seizedThe total given to the customer was $total with tax of which the service and part breakdown is: State Inspection = $Recondition Headlights = $This covers parts, supplies and laborBoth front brake rotors = $each = $There was damage to the right front rotor, it’s always best to replace in pairs so as not to get a brake pullBrake pads and labor to replace them and rotors = $There was damage to the right front pads due to caliper siezeRight front Caliper = $Labor to replace caliper = $Brake fluid exchange = $When replacing the caliper the lines would have to be bled but with 149,miles we recommended the fluid be exchanged which would get all new fluid in the system while at the same time getting all the air out University Tire does not cut any corners when we are dealing with the safety of our customers and the dependability of their vehiclesIf we were to only do part of this repair and not the other parts to make the repair complete we would be doing the customer a disserviceIf we had only replaced the caliper and the customer left our shop and hit the brakes and the vehicle pulled to the side each time they hit the brakes it would not be a good thingIt is possible that the brake caliper slide pin was what the issue was with this vehicle but that could not be determined without taking the caliper looseHad we gotten into the job and this been the case we most certainly would have notified the customer that there was no need for the caliper but still would have recommended the brake pads and rotors due to damage from the already seized caliperThe reason the system wasn’t taken apart ahead of time is that if it was a bad piston in the caliper then it would not allow us to put it back together with old partsThis would not give the customer the choice of being able to either get a second opinion or do it themselves if they had the knowhow Chuck S [redacted] General Manager University Tire and Auto Center Inc

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below On March 25, I did come into their shop to receive an oil change for $While I was in there, I did ask for an estimate for a windshield because a rock had cracked it, four tires because of wearing, and to fix a motor mount and transmission pan seal for a total of $I did not get them to replace my windshield because of the price and inconvenience of having to keep my car, so [redacted] replaced it for $at my job On April 26th, I brought my car into the University Tire & Auto to have the motor mount and transmission pan seal replaced and paid $I also asked them to check for noises when braking and turning at the same time, I was told that my car was okay after that even though it still made the noiseThough I was skeptical, I trusted their judgment A few weeks later on May 16, I took my car to University Tire & Auto because my multifunction switch (headlamp switch) wouldn’t keep my lights onThey gave me an estimate of $I simply couldn’t afford that so I went to [redacted] *** on May 29, and got that replaced for $On June 24, I got an oil change and filter along with my state inspection at Stanardsville Auto Repair for $I take good care of my car and keep it up to date On August 25, on my way home from work, my car started smoking from under the hood, my H/C gauges were on Hot, my car was overheatingI pulled over a couple of times until I made it to University Tire & AutoI was told that they needed a day until it cooled off so they could run a diagnostics check to find the problemThe next day [redacted] called me telling me that it was my thermostat and coolant sensorI told him that I would talk to my dad, who is a mechanic, and let him know, then I would call [redacted] back to tell him my decision I called him back and told him to go ahead and fix the problemsI paid $for my thermostat to be replaced, my coolant sensor to be replaced, pressure test cooling system, Flush my system, and add fluids*** was really willing to help me with my car, talk to me through numerous phone calls, gave me a discount, and the only one who actually treated me nice like a customer should be treated, even though I never met the man in person On August 29, I go to the shop to pick up my car and I ask [redacted] ***, “Is everything okay with my car?” He told me yes and I could pick it upI take my car home and checked my car over for the changes supposed to be madeFirst thing I noticed is that my antifreeze cap was missing, which I said okay, I can get that from them, they probably forgotAs my boyfriend and I started checking my fluids, we realized they were almost bone dryWe added fluid to the car so I could get back to workI told them about that and [redacted] said, “If you refilled the fluids, we can’t tell whether they were really filled or not.” I was not going to drive my car without barely any fluidsAs for the paper that has all of the recommendations listed, I was never given this [redacted] told me that I needed an upper motor mount verbally, but that was all to my knowledgeI have seen this paper for the first time when they attached it nowHe got two boys that worked there to duct tape my antifreeze shut until the cap came in That evening I noticed that it was making funny noises and it was driving really weirdMy steering wheel would turn times before it would turn my wheelsI [redacted] messaged a boy that works there that I went to school with in to ask him if he knew anythingHe told me he would talk to the guy who worked on it and let me know Saturday morning, we took my car down there and let [redacted] drive it to test the wheel, and he said everything was perfectly fine and it felt normalWhen my boyfriend, his sister, and I went to Charlottesville on Sunday September 1, 2014, we heard my wheel grinding up against somethingWe all got outMy boyfriend and I looked underneath my car and noticed a piece of my undercarriage/shield was hanging down on the front left driver sideThe piece was missing a bolt creating the back to hang down, a bolt was held the frontWe also noticed my car was leaking fluidI called them about it and took my car there the next dayThey told me that they would get everything fixed and do a dye test in my oils to figure out where it was leaking fromI let them have my car On September 04, I called and talked to *** asking if I could pick up my car, if everything was okay, he told me yesHe told me to pick it up and bring it back Tuesday/WednesdayI asked about my cap again while in the store and he told me that it was not shipped in yet and he would call me when it came in That evening I had another mechanic look at my car with my boyfriend and IHe checked out my motor mount and said that I did need oneHe also asked if we noticed that my shield was missingI said noAll of us looked underneath the car and saw that the only piece left was the piece that was supposed to be fixedIt wasn’t even fixedThey had taken the bolt off the front and put it on the back to hold the back up and had the front wedged into the other part of the car to stay up temporarily because it fell back down when we lookedThat night while standing there with the mechanic, I called and left University Tire & Auto a very detailed message asking for them to call me back leaving them a message No one called me back either On September 08, I called and talked to [redacted] who told me my cap was in and I told him I would be there to pick it upI then called back to talk to [redacted] and asked him about my shieldI told him I was missing my whole shield except for the piece that was supposed to be fixedI explained everything in detailI told him it was “rigged” to stay togetherHe told me, “When you bring your car back in so we can check that oil leak, I’ll look at the shield and see exactly what’s going on there as wellIt may be that some of that plastic may have been torn so he may have had to remove it and there was no way to reattach itAnd I've seen that happen a lot of times with that (some type of-couldn't understand) plastic shields.” He just agreed with meWhen I told him how I was feeling about my service, he didn’t apologize or anythingBetween me calling back and forth between the days, [redacted] answered the phone to me, “Ohh Myy Godd, this is university tire and auto...” in a very rude voiceHe said it as if I had been worrying them I felt so hurt about how I was treated That evening on the eighth, I took my boyfriend’s mom with me because I didn't want to go back alone after how I had been treated [redacted] took us out to put my cap onWhich it took him forever how to open my hoodWhen we noticed he was having trouble attaching the cap, we realized that he had the washer fluid cap trying to attach it to the antifreezeOne of the mechanics had to tell him it was wrong, so he taped it back up *** refused to look at me when he was talking, he only looked at my boyfriend’s mom like it was her carHe put my car on the rack to check out the shield and the dyesHe then told me I needed an oil pan gasket***, [redacted] and some mechanic’s looked at my tiny piece of shield left, and tried to see what they could do to fix itAfter a few minutes, a mechanic took a zip-tie and hooked it together to where a bolt should have beenWe watched him as he did it I had never felt so mad in my lifeThis was supposed to be a great place when it felt as if I was at a rundown, rig it to fix it shopAll of my friends and family told me not to take it there because of the troubles they had, I said no they seem like nice peopleI was wrong I drove home that evening without my shield, without a cap, and found my oil pan gasket was causing my leakIf they had not taken my shield off and then couldn’t find a way to reattach it, it would have been there to protect my oil gasket from getting damagedIf they couldn’t fix it, they should have just told meThey told me that they would call me when they got my correct cap in, they never have called me backI have not called them because I feel as if I am just a laugh out of their dayI’m not sure if they thought that they could trick me or get by with things because I am young and a girl, but I grew up with a mechanic as a father and know how to check over my car when getting serviced or repaired Since having my car back, I had a different mechanic check my car out because it was driving funnyI got him to fix my motor mount, which fixed my wheel problemWhen he fixed the mount, my steering wheel went back to normalHe told me I did need an oil pan gasket, but also needed a radiator because I had antifreeze leaking out of itHe estimated at $to fix my car for something that university tire and auto caused University Tire and Auto has been unable to properly repair my undercarriage, antifreeze cap, causing damage to my radiator and oil pan gasket on my car, and I need your help to resolve the situationWhen I picked up the car, the employees assured me that it was in complete working orderThus, I paid $461.36, only to find that the employees did not make the repairs completely leaving my flushed fluids almost empty, and the shield, antifreeze cap, radiator, oil pan gasket is still missing or damagedI spoke with [redacted] and [redacted] ***, who told me who were rude to me and said, “We've done everything we could.” In the letter that was sent to Revdex.com, [redacted] stated, “Customer service is very important to University Tire and we feel that we have done everything in our power to make right on the cap that is missing and also in ensuring that the leaks did not come from something that we didI am very sorry to hear that the customer does not want to come back to our shop.” I'm certainly not happy, and I expect them to fix the car properly because I paid $for it to be fixed, and because of things not being fixed properly my car needs $worth of work because of not having a shield or antifreeze cap, causing a need or new radiator and oil pan gasket, which now my car is now non-drivableI will not be satisfied until my car is working the way it should be I expect three things: Prompt repair of my car's shield, antifreeze cap, radiator, oil pan gasket at no additional cost to me • Shield because of it being taken off without permission and not replaced • Antifreeze cap due to losing it • Radiator because of duct taping my antifreeze cause antifreeze to leak into my radiator to need to be replaced • Oil pan gasket due to not having undercarriage to protect it from getting damaged A free rental car for my use while my car is in the shop An apology from the workers for the rudeness of their employees The company's lack of service and professionalism is unacceptable to meYou may reach me at [redacted] to discuss this matter further Regards, [redacted]

Revdex.com Representative, size="3"> This is in response to case # [redacted] Mrs [redacted] was into our Ruckersville store on May 26th for a state mandated safety inspection where our state inspector found that one of the control arms was not able to pass the inspectionOur inspector called over another one of our inspectors to look at it with him as he did not want to say the part was bad if it wasn’tOur inspectors, while they are employed by University Tire are given their state inspection license by the state of VirginiaThey have very strict guidelines to go by when doing state inspections and have to answer to the local State Trooper that covers the Virginia State Safety Inspection ProgramThe inspector that did the inspection on Mrs***’s Jeep Liberty had just a few days earlier had a conversation with the Trooper about what exactly does and does not pass as it pertains to bushings in control armsMrs [redacted] was in on the 26th of May and given a quote on what the cost of the part and labor would be and then returned on the 28th to have the vehicle repairedThere was a discount given on the service of the repair at the time of check out and the part actually came in a few dollars lower than what the original estimate wasI can assure you that University Tire does not and will not say a part is bad and needing to be replaced as that would not be ethical business practicesAny time a customer might think that University Tire has made a mistake in the Virginia State Safety Inspection of their vehicle they do have the option of calling the Trooper that oversees the program and the Trooper will meet the customer and check everything out for themIf any of our state inspectors make a mistake they have very strict penalties that the state will hand down, they can even lose their inspection licenseFor this reason all of our inspectors go 100% by the guidelines of the State Inspection Program and when they are in doubt about something they will ask another inspector or even call the Trooper themselvesTo take a control arm home and look at it without it being on the vehicle you would most of the time not be able to tell if it is badThe control arms need to be tested with a load on them which means bolted in the vehicle and the weight of the vehicle on itWhile I am sure there will always be a “cheaper” part or someone willing to do a certain job “cheaper” you do have to watch out for what you get for the dollar you spendUniversity Tire is only going to use good quality parts that we can stand behind as we warranty all our parts and labor for months / 12,milesUniversity Tire stands behind its commitment to ensuring that we protect our customer’s investment in their vehicle as most of the time it is the 2nd largest investment they have behind the cost of their homeIt is our responsibility to make sure that our customers get the longest life out of their vehicles as possibleIf there is something that needs to be addressed or if there are services that could help our customers prolong the life of their investment we will most certainly advise the customer of these and let the customer make the decision whether to move forward or not Chuck S [redacted] General Manager University Tire and Auto Center Inc

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.They did not address the complaints I filedIt was a general overview of how they do business basicallyNo offer was made Regards, [redacted] ***

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and mailed a copy of the invoice they requested I also requested they refund my credit card or mail a check to my business addressI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted] ***

Revdex.com, University Tire takes customer service very serious and I apologize for the time in respondingWith the holidays and vacations scheduled around the holidays it took a little longer to be able to speak with all parties involvedI have looked over all of our service records for this customer and have also gotten with all employees within our company involved with the visitsIt is our determination that the issue could have been caused by our technicianWe are fully prepared to refund the customer the amount they have requested but would require a copy of the invoice from the other shop that did the repairs to look over firstI am however saddened that the customer did not give us the chance to make anything right by them prior to filing with the Revdex.comIf the customer would have called us about an issue we would most certainly have addressed it with the highest importance What we need from the customer is a copy of the invoice from the other shopOnce we have that then we would need to speak with the customer as to how they would like to be refunded[redacted] ?

DO NOT GO HERE FOR YOUR AUTO NEEDS.....TOTAL [redacted] RIP OFF ARTISTS Took my car in for a simple inspection and they came up with close to $worth of fake crap I needed to have done to my carI then took it to my local auto shop and they did not see any of these issues and stuck a sticker right on my car Thank god I had the sense to go get a second opinionWhat a jokeIf you don't mind getting [redacted]  and throwing away your money then go here but otherwise go elsewhere

Revdex.com Representative, This is in response to case # [redacted] In response to [redacted] response: expect three things: Prompt repair of my car’s shield, antifreeze cap, radiator, oil pan gasket at no additional cost to me a Shield because of it being taken off without permission and not replaced b Antifreeze cap due to losing it c Radiator because of duct taping my antifreeze cause antifreeze to leak into my radiator to need to be replaced d Oil pan gasket due to not having undercarriage to protect it from getting damaged A free rental car for my use while my car is in the shop An apology from the workers for the rudeness of their employees” As I stated in my last response, Customer Service is very important to University TireWith that being said I would like to address each or [redacted] expectations individually The shield from under the engine – We feel confident in saying that we were not the ones to take the shield off and not put it back onIn the customers own words she has had several other people work on / look at her vehicle this yearWe will order a shield for [redacted] at no cost to her even though we feel strongly that it was missing prior to coming to our shop Antifreeze Cap – As I said in my last response, we had the cap in and had called the customer to come in and get it but she has yet to do soWe still will replace this part at our cost Radiator – There is nothing that we did that would cause damage to the radiatorThe cap that is missing is to the overflow tankAntifreeze is the fluid that is in the radiator and there is an overflow tank that holds an additional amount and the level will fluctuate with the pressure of the fluid in the radiatorAll that the duct tape did was prevent any debris from getting into the overflow tankUniversity Tire does not assume any liability as it pertains to the radiator Oil Pan Gasket – Having no shield under the car would not cause the oil pan gasket to go badHowever having 171,plus miles on a vehicle some parts, systems and gaskets will go badUniversity Tire does not assume any liability as it pertains to the oil pan gasket Rental Car – University Tire can put the shield and the cap on fairly quick while the customer is here or we can offer the customer a ride to work or home while we put these pieces onWe will not do a rental vehicle for these items Apology – I can assure you that I am extremely sorry that [redacted] feels she does not want to come back to our shopIf she feels in any way that she was mistreated and or someone was rude to her I personally apologize for that We feel replacing the cap and shield for the customer at no charge to them is going beyond just taking care of what we shouldShould the customer agree to this I would just need to know so that I can get the shield ordered [redacted] General Manager University Tire and Auto Center Inc

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below With each of my expectations noted individually, I would like to also point out that I do have on recording one of the manager’s [redacted] saying that “we may have had to remove it, but there was no way to reattach it” in the power point that I attached in the last letterI have let others look at my car after the damage that has been done, just to get second opinionsI have let others work on my car just for service repairs such as oil changesI did get my upper motor mount and windshield replaced from another company because they did it for me at work, therefore my car never left that areaI am very picky who I let work on my car About the antifreeze cap, I will gladly come by to pick it up, but there was never a phone call showing that or a voicemail, I have phone records and voice recordings from University Tire and Auto showing that I called each day until the part came in, and when going to pick it up, it was wrong pieceI was never further contacted about this I had quite a few shops tell me that my radiator needed to be replaced, but it never had a problem until I brought my car into the shop to get my thermostat replaced, which still makes a bubbly noiseMy car is still making the bubbly noiseWhen trying to replace the cap with a windshield cap, [redacted] never put duct tape back on a second time, leaving it openWith a [redacted] , one can’t simply replace a part in the radiator, one has to replace the whole systemI just do not like that when I brought my car to the shop to get it fixed, it ended up coming out in worse shapeI never have had these problems until after getting serviced there I also had quite a few shops tell me that my oil pan gasket was broken due to not having undercarriage under my car, causing a rock or debris to hit and pop itJust because my car has 171,plus miles doesn’t mean that my car is a piece of junkI have every service record that was ever done to this car back to when the car was first boughtI do not appreciate that just because the car has been drove a lot, doesn’t mean that it was not taken care ofMy car has been taken care of whenever there has been a problem and I always got my routine checkup and oil changes Therefore, I have taken great care of my carI have always taken my car to get fixed whenever it needed to or when it needed something simple Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected] Regards, [redacted] ***

Revdex.com, Customer service and care of their vehicle is very important to University TireAs far as I can tell this complaint is the first time that we have been made aware that there was any possible problem with the vehicle service that was performedThe customer did come into our [redacted] on July 15th to get tireI have included both the original work order and also the final invoice from that visitIt is hard to tell at this point months later what has happened that would lead to a lugnut being missing from the vehicleWith that being said, we will need a little more information from the customer: Year, Make and Model of vehicleA picture of what exactly the problem is so that we can make sure that we are both talking about the same partOnce we can get this information we can better come to a resolution for the customerWe are extremely saddened when any of our customers have an issue with their vehicle especially when we have worked on them in the previous monthsWe eagerly await the additional information so that we can help the customer resolve their issue Regards,

We have reached out to the customer from our Corporate office and are in talks with her now