Village Tire and Service

To Whom It May Concern: Please accept this letter as Village Tire and Services official response to the above claimWe indeed performed a Virginia State Inspection on Mr [redacted] 's Toyota [redacted] on 04/15/When he arrived we promised that if he dropped off the vehicle, we could have the inspection done before lunchI personally called Mr [redacted] at 11:and informed him that his vehicle failed inspection and informed him of the following: Faulty front and rear brakes (both measured below 2/32) and that his headlight bulbs were incorrectly installed and were pointing the beam out of alignment and additionally that the headlight housing was discolored and was not allowing enough light to escape to pass inspection (both were measured on a state approved headlight inspection device) and one of the wiper blades needed replacementMr [redacted] immediately asked that we put a rejection sticker on it and we compliedWe did recommend rotors be purchased with the front brake pads as is required for the brakes to be guaranteed against sound and vibration but they were not required for inspectionA few minutes later, Mr [redacted] and a companion arrived at the shop and requested to see the vehicleAt this time the State Inspector that had performed the inspection was working on another vehicle but we asked him to speak with Mr [redacted] We allowed Mr [redacted] to come into the shop bays where his car was located, which we normally do not do but sensed his distrust, so we could walk him through our findings by showing him the problems on his vehicle in an attempt to help him understandBoth Mr [redacted] and his friend proceeded to cuss at my Inspector and tried to intimidate him saying things like "this is BS" and "are you sure you know what the f$ you are doing" as well as asking if he "ever used the headlight machine before." The i.nspector maintained his professionalism and showed the vehicle to him and they agreed that we would re-install the bulbs correctly, align the headlights ($29.99) and buff and polish the discoloration out of the headlights ($29.95) but Mr [redacted] would install his brakes and wiper himself and return for a re-inspection at a later dateMr [redacted] returned for his re-inspection on the following Monday and was informed again that we take cars on a first come first serve basisWe had a couple of cars dropped of Sunday for Monday morning repairsWe offered for him to drop his car off or feel welcome to wait until we finished the previously promised work and he agreed to waitOnce we got to the car, we discovered that he had replaced the front brakes but did not replace the rear brakesThe inspector went and got him to ask about the rear brakes and Mr [redacted] stated that "he didn't replace them because there was nothing wrong with them." Again, in an attempt to work with him, we took him back to his vehicle and showed him how to measure rear brake pad depth, that the end of the pads were above the 2/minimum but there was a large flat area in the middle of the pad that was below 2/and therefore failedHe stated again that this was "BS" but we agreed to put on the rear brake pads he provided for $in labor timeMr [redacted] may very well have a video of himself measuring brake pads but as he is not an inspector, he is not qualified or allowed to unilaterally decide to ignore a state inspection failureOur inspector has years of experience and an impeccable record with the Virginia State Police during that timeAdditionally, he has no proof that the rear wheels were never removed for the original inspection as he stated as if it was factWith that said, I do have video proof that they were removed and inspected from my surveillance camerasThey also show Mr [redacted] being shown the deficiencies on the vehicle on both occasionsOur position is simple, we performed a state inspection on his vehicle, showed him the problems, offered to repair them, he declined, we worked out an action plan, he did not follow it, we tried again to show the problem and how to properly measure pad thickness, repaired the brakesAt no time was there any pressure to get his repair work done hereHe states that "I could either pay dollars to get that fixed buy them or they wouldn't pass inspection", if we were using that tactic, wouldn't we of done the same for the brakes and wiper? Instead, we allowed him the opportunity to go perform his own repairs as is his rightMr [redacted] chose to repair the brakes and wiper himself but asked us to fix the lightsWe perform thousands of inspections annually and some times people do not understand or agree but we always try to work with customers to help them understand the problemsAs with all human relationships, despite best attempts, they don't always work out positivelyWe regret that Mr [redacted] left our shop feeling less than satisfied but are comfortable that we did everything legally, professionally, ethically and morally possible during this transactionI trust that this addresses your concernsPlease feel free to contact me with any further questionsOwner Village Tire and Service

To Whom It May Concern: Please accept this letter as Village Tire and Services official response to the above claim. We indeed performed...

a Virginia State Inspection on Mr. [redacted]'s Toyota [redacted] on 04/15/2016. When he arrived we promised that if he dropped off the vehicle, we could have the inspection done before lunch. I personally called Mr. [redacted] at 11:30 and informed him that his vehicle failed inspection and informed him of the following: Faulty front and rear brakes (both measured below 2/32) and that his headlight bulbs were incorrectly installed and were pointing the beam out of alignment and additionally that the headlight housing was discolored and was not allowing enough light to escape to pass inspection (both were measured on a state approved headlight inspection device) and one of the wiper blades needed replacement. Mr. [redacted] immediately asked that we put a rejection sticker on it and we complied. We did recommend rotors be purchased with the front brake pads as is required for the brakes to be guaranteed against sound and vibration but they were not required for inspection. A few minutes later, Mr. [redacted] and a companion arrived at the shop and requested to see the vehicle. At this time the State Inspector that had performed the inspection was working on another vehicle but we asked him to speak with Mr. [redacted]. We allowed Mr. [redacted] to come into the shop bays where his car was located, which we normally do not do but sensed his distrust, so we could walk him through our findings by showing him the problems on his vehicle in an attempt to help him understand. Both Mr. [redacted] and his friend proceeded to cuss at my Inspector and tried to intimidate him saying things like "this is BS" and "are you sure you know what the f$ you are doing" as well as asking if he "ever used the headlight machine before." The i.nspector maintained his professionalism and showed the vehicle to him and they agreed that we would re-install the bulbs correctly, align the headlights ($29.99) and buff and polish the discoloration out of the headlights ($29.95) but Mr. [redacted] would install his brakes and wiper himself and return for a re-inspection at a later date. Mr. [redacted] returned for his re-inspection on the following Monday and was informed again that we take cars on a first come first serve basis. We had a couple of cars dropped of Sunday for Monday morning repairs. We offered for him to drop his car off or feel welcome to wait until we finished the previously promised work and he agreed to wait. Once we got to the car, we discovered that he had replaced the front brakes but did not replace the rear brakes. The inspector went and got him to ask about the rear brakes and Mr. [redacted] stated that "he didn't replace them because there was nothing wrong with them." Again, in an attempt to work with him, we took him back to his vehicle and showed him how to measure rear brake pad depth, that the end of the pads were above the 2/32 minimum but there was a large flat area in the middle of the pad that was below 2/32 and therefore failed. He stated again that this was "BS" but we agreed to put on the rear brake pads he provided for $90 in labor time. Mr. [redacted] may very well have a video of himself measuring brake pads but as he is not an inspector, he is not qualified or allowed to unilaterally decide to ignore a state inspection failure. Our inspector has 25 years of experience and an impeccable record with the Virginia State Police during that time. Additionally, he has no proof that the rear wheels were never removed for the original inspection as he stated as if it was fact. With that said, I do have video proof that they were removed and inspected from my surveillance cameras. They also show Mr. [redacted] being shown the deficiencies on the vehicle on both occasions. Our position is simple, we performed a state inspection on his vehicle, showed him the problems, offered to repair them, he declined, we worked out an action plan, he did not follow it, we tried again to show the problem and how to properly measure pad thickness, repaired the brakes. At no time was there any pressure to get his repair work done here. He states that "I could either pay 60 dollars to get that fixed buy them or they wouldn't pass inspection", if we were using that tactic, wouldn't we of done the same for the brakes and wiper? Instead, we allowed him the opportunity to go perform his own repairs as is his right. Mr. [redacted] chose to repair the brakes and wiper himself but asked us to fix the lights. We perform thousands of inspections annually and some times people do not understand or agree but we always try to work with customers to help them understand the problems. As with all human relationships, despite best attempts, they don't always work out positively. We regret that Mr. [redacted] left our shop feeling less than satisfied but are comfortable that we did everything legally, professionally, ethically and morally possible during this transaction. I trust that this addresses your concerns. Please feel free to contact me with any further questions. Owner Village Tire and Service

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.To whom it may concern:I am not satisfied with the response because I didn't know that I could take my car to a different shop to get a different inspection after the  originally rejection was done. this is the only reason why I told them to buff the lights out because I was told that he wouldn't pass it the way it was even though I could see through my lenses pretty easily. as far as the rear brakes are concerned, I didn't replace them because after I took both tires off I saw that they were over the 2/32 inch , I told the inspector that I brought a tape measure and could show him that they are thinnest part of the brakes were still more than 1/16 (they use the term 2/32) and the brand new brake were only 1/8 thick . I was told that they would not go by a tape measure but use a special tool which they showed me and told me that its under the 2 line which I tried explaining to them that even on there analog tool it was only touching the line and I couldn't see below the line. they of course told me its below the line. after wasting 2 days at this shop I was very upset and didn't want to waste another day trying to get my car inspected because it was already to late in the day to go anywhere else so I told them to do the work so that I could just get out of there.  Also on Monday 4/18/2016 when I came in first thing when the shop opened up at 8, I was the first person in there. I told the person at the front desk that I couldn't drop off the car that day and he didn't seem to like my response so he told me that I would have to wait in a long line because  there where 5 inspections in front of me  even though once again I was the only one there. After waiting about 45 minutes a gentleman came in to get his car inspected. after about 30 minutes his car was done and he also got rejected for the same things as I did, for his brakes and I believe they tried telling him to buff his lights out too. while they were getting ready to get his car out of the shop I spoke with that gentleman and asked him if he had an appointment and if he came in before me.  he told me that I was here before him and he just came off of the street with no appointment. I decided to go up to the front desk to ask why people off the street were cutting in front of me but there was another gentleman that was in front of me talking to the front desk person for a little while.  i stood patiently for about five minutes or more while the person in front of me was making phone calls and doing some paper work and I wasn't even being acknowledged until another person came off of the street and all of the sudden the front desk person tried looking past me and asked the new guy "how can I help you?". I quickly at that point decide to cut him off and asked him why I was being passed over and that's when I was told that my original inspector was busy and hes the only one that will be doing my re inspection.  I've dealt with I lot of shops in my life but I have never been treated so poorly as in this shop and felt so ripped of  knowing that no other shop would of failed me for these non-issues as I did coming here and for this reason I do not except your response . Thank you and have a blessed day.
Regards
[redacted]

Review: I took my 2005 toyota [redacted] in for a va inspection on 4-15-2016 to a gas station that I used all the time back when I lived in the area. I was asked if I wanted to wait or leave it since it could take up till lunch time before they could get to it. I decided to leave it with the shop and at exactly 11:30(time posted on my phone as a record) I received a call telling me that my car could not pass inspection due to a few issues such as lights,brakes,wipers, rotors and so on. I told them that I would be right there to talk to them. once I got there, I asked to see the issues... it took a few moments but the mechanic finally agreed to come and show me that my front driver side brake was bad and told me that my headlights were installed upside down and my rear brakes were bad as well. I kept explaining to him that I just recently changed each front light bulb out and there was no way that they could be upside down bc there is only one way they could possible go in. then I was told that my lenses were too dirty and the bulbs werent aliened instead of upside down... I could either pay 60 dollars to get that fixed buy them or they wouldnt pass inspection.I decided to pay bc I didnt want to waste time proving my lights shine bright enough and I could easily change my own brakes since at this time I was also told that the rotors were only a suggestion and only one of 3 windshield wipers is were stopping the inspection from passing. I left the shop and went straight to the store to buy a wiper blade and both sets of brakes. I was barely able to find the problem with the wiper but I decided to replace it anyways since thats what they wanted but once I took apart the back tires I realized that I was getting 1scammed. I checked the other back tire brake and found out the same thing. neither tire was ever taken off to examine and there were both over 1/16th in thickness(2/32 in there words). I have video showing my results. I have more to share about my incident but im out of letter to type so im going toDesired Settlement: refund of my 60 dollar lens cleaning and 90 dollar brake instal

Business

Response:

To Whom It May Concern: Please accept this letter as Village Tire and Services official response to the above claim. We indeed performed a Virginia State Inspection on Mr. [redacted]'s Toyota [redacted] on 04/15/2016. When he arrived we promised that if he dropped off the vehicle, we could have the inspection done before lunch. I personally called Mr. [redacted] at 11:30 and informed him that his vehicle failed inspection and informed him of the following: Faulty front and rear brakes (both measured below 2/32) and that his headlight bulbs were incorrectly installed and were pointing the beam out of alignment and additionally that the headlight housing was discolored and was not allowing enough light to escape to pass inspection (both were measured on a state approved headlight inspection device) and one of the wiper blades needed replacement. Mr. [redacted] immediately asked that we put a rejection sticker on it and we complied. We did recommend rotors be purchased with the front brake pads as is required for the brakes to be guaranteed against sound and vibration but they were not required for inspection. A few minutes later, Mr. [redacted] and a companion arrived at the shop and requested to see the vehicle. At this time the State Inspector that had performed the inspection was working on another vehicle but we asked him to speak with Mr. [redacted]. We allowed Mr. [redacted] to come into the shop bays where his car was located, which we normally do not do but sensed his distrust, so we could walk him through our findings by showing him the problems on his vehicle in an attempt to help him understand. Both Mr. [redacted] and his friend proceeded to cuss at my Inspector and tried to intimidate him saying things like "this is BS" and "are you sure you know what the f$ you are doing" as well as asking if he "ever used the headlight machine before." The i.nspector maintained his professionalism and showed the vehicle to him and they agreed that we would re-install the bulbs correctly, align the headlights ($29.99) and buff and polish the discoloration out of the headlights ($29.95) but Mr. [redacted] would install his brakes and wiper himself and return for a re-inspection at a later date. Mr. [redacted] returned for his re-inspection on the following Monday and was informed again that we take cars on a first come first serve basis. We had a couple of cars dropped of Sunday for Monday morning repairs. We offered for him to drop his car off or feel welcome to wait until we finished the previously promised work and he agreed to wait. Once we got to the car, we discovered that he had replaced the front brakes but did not replace the rear brakes. The inspector went and got him to ask about the rear brakes and Mr. [redacted] stated that "he didn't replace them because there was nothing wrong with them." Again, in an attempt to work with him, we took him back to his vehicle and showed him how to measure rear brake pad depth, that the end of the pads were above the 2/32 minimum but there was a large flat area in the middle of the pad that was below 2/32 and therefore failed. He stated again that this was "BS" but we agreed to put on the rear brake pads he provided for $90 in labor time. Mr. [redacted] may very well have a video of himself measuring brake pads but as he is not an inspector, he is not qualified or allowed to unilaterally decide to ignore a state inspection failure. Our inspector has 25 years of experience and an impeccable record with the Virginia State Police during that time. Additionally, he has no proof that the rear wheels were never removed for the original inspection as he stated as if it was fact. With that said, I do have video proof that they were removed and inspected from my surveillance cameras. They also show Mr. [redacted] being shown the deficiencies on the vehicle on both occasions. Our position is simple, we performed a state inspection on his vehicle, showed him the problems, offered to repair them, he declined, we worked out an action plan, he did not follow it, we tried again to show the problem and how to properly measure pad thickness, repaired the brakes. At no time was there any pressure to get his repair work done here. He states that "I could either pay 60 dollars to get that fixed buy them or they wouldn't pass inspection", if we were using that tactic, wouldn't we of done the same for the brakes and wiper? Instead, we allowed him the opportunity to go perform his own repairs as is his right. Mr. [redacted] chose to repair the brakes and wiper himself but asked us to fix the lights. We perform thousands of inspections annually and some times people do not understand or agree but we always try to work with customers to help them understand the problems. As with all human relationships, despite best attempts, they don't always work out positively. We regret that Mr. [redacted] left our shop feeling less than satisfied but are comfortable that we did everything legally, professionally, ethically and morally possible during this transaction. I trust that this addresses your concerns. Please feel free to contact me with any further questions. Owner Village Tire and Service

Consumer

Response:

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.

To whom it may concern:I am not satisfied with the response because I didn't know that I could take my car to a different shop to get a different inspection after the originally rejection was done. this is the only reason why I told them to buff the lights out because I was told that he wouldn't pass it the way it was even though I could see through my lenses pretty easily. as far as the rear brakes are concerned, I didn't replace them because after I took both tires off I saw that they were over the 2/32 inch , I told the inspector that I brought a tape measure and could show him that they are thinnest part of the brakes were still more than 1/16 (they use the term 2/32) and the brand new brake were only 1/8 thick . I was told that they would not go by a tape measure but use a special tool which they showed me and told me that its under the 2 line which I tried explaining to them that even on there analog tool it was only touching the line and I couldn't see below the line. they of course told me its below the line. after wasting 2 days at this shop I was very upset and didn't want to waste another day trying to get my car inspected because it was already to late in the day to go anywhere else so I told them to do the work so that I could just get out of there. Also on Monday 4/18/2016 when I came in first thing when the shop opened up at 8, I was the first person in there. I told the person at the front desk that I couldn't drop off the car that day and he didn't seem to like my response so he told me that I would have to wait in a long line because there where 5 inspections in front of me even though once again I was the only one there. After waiting about 45 minutes a gentleman came in to get his car inspected. after about 30 minutes his car was done and he also got rejected for the same things as I did, for his brakes and I believe they tried telling him to buff his lights out too. while they were getting ready to get his car out of the shop I spoke with that gentleman and asked him if he had an appointment and if he came in before me. he told me that I was here before him and he just came off of the street with no appointment. I decided to go up to the front desk to ask why people off the street were cutting in front of me but there was another gentleman that was in front of me talking to the front desk person for a little while. I stood patiently for about five minutes or more while the person in front of me was making phone calls and doing some paper work and I wasn't even being acknowledged until another person came off of the street and all of the sudden the front desk person tried looking past me and asked the new guy "how can I help you?". I quickly at that point decide to cut him off and asked him why I was being passed over and that's when I was told that my original inspector was busy and hes the only one that will be doing my re inspection. I've dealt with I lot of shops in my life but I have never been treated so poorly as in this shop and felt so ripped of knowing that no other shop would of failed me for these non-issues as I did coming here and for this reason I do not except your response . Thank you and have a blessed day.

Regards