Initial Business Response /* (1000, 5, 2015/02/24) */
The customer was at Wentworth Tire for service on Feb 14thOur employees was in his car at a stand still blowing the horn to get the attention of another person backing down the length of our drivewayThat person kept backing up until
he struck the r/f of our customers vehicleThe person, our and customer and our manager proceeded to the police station which is located right behind us and the policed advised the three of us that the police report should be made between our customer and the person who struck our customer carCome Monday morning, our customer returned to our shop advising that his insurance company had told him that our insurance should be contactedAfter placing a call on the following Monday morning, we were contacted back by our insurance and a claim was startedOur customer was aware that a claim was started by on Monday and that he would be contaced in to hours by an adjusterOn Wednesday morning, our customer returned saying he had not been contacted yetWe proceeded to call the insurance company and give our customer the claim number along with the name and phone number of the adjuster on the claimOur customer was never told that we would not handle the situationWe were steered in the wrong direction from the police department saying the report was to be between our customer and the other driverOn Monday morning, our customer and myself came to the conclusion that the information of the accident may have been misinterpreted and from that point on it has been turned into our insurance and been moving forward
Initial Business Response /* (1000, 5, 2014/04/10) */
Contact Name and Title: [redacted]
Contact Phone: XXX XXX XXXX
Contact Email: [redacted]@wwts.info
Ms. [redacted] came in to the building very upset from the start claiming that her vehicle has been making noise since the tires were...
replaced on March 3,2014. 4 weeks later is when Ms. [redacted] came in to get the noise diagnosed. The Assistant Manager let her voice her frustrations and then offered to take the car on a test drive to hear the noise Ms. [redacted] was experiencing. The Manager could not determine what the noise was so himself and one of our technicians went for a test drive to determine the noise. They could not determine what it was. At that point the vehicle was pulled in to the shop to be lifted up on one our racks to inspect the underneath of the vehicle. The front end was inspected along with the tires and it was determined that the wheel bearing was had some play/slop to it. It was brought to Ms. [redacted] attention that the bearing on the R/F needed to be replaced and she was given a quote. She stated that she wanted to have it repaired. At that time we mentioned to Ms. [redacted] that it would not be until Monday to when the work would be completed. There was not enough time before we closed on Saturday to get that type of job completed. Ms. [redacted] was expained to that the vehichle was not safe to drive in the condition it was in. She became very upset stating that she needed her car for the weekend and work. We explained that she should not be driving the vehicle with the way it was. She took the vehicle and 10 to 15 minutes after she had drove away she called stating that her R/F tire had come off, she was very upset and then hung up the phone. We made several attemps to reach her to see what we could do to help in any way possible and to find out what had happen. All attemps to call the phone number we had on file did not go through. We continued on Monday when we opened up to make more attempts to call the number on file hoping assist in any way as we were concerned for Ms. [redacted]. The case from Revdex.com is the next contact that we had with Ms. [redacted]. We need to determine what happen to the vehicle to investigate further at this time. We will be happy to inspect the vehicle and talk to Ms. [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2014/04/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After the test drive, the assistant manager stated that he felt it was the brakes which was the problem. When he put the car in the air, he informed me that it was the wheel bearing needed replacement. That it was the front right tire that needed a wheel bearing.
I wondered how they overlooked it when they had the car three weeks prior to that but I was informed that the technicians were not trained to look for broken wheel bearings.
They gave me a quote to get it fixed. But they couldn't fix it until Monday. At NO time was I told that the car was too dangerous to take onto the road. He told me to come Monday. IF he told me that it was too dangerous to drive, why then would he tell me to come back on Monday. Besides, what mother of three would knowingly take a chance by taking a car on the road ,endangering her children's lives?? If he would have stated that fact, I would have left it there and rented a car on the SPOT. I begged this man to fix my car because I needed it for work but they refused saying that there wasn't enough time.
So after the accident, I called them and they stated that "I told you it was the wheel bearing. Its' not my problem." At no time have they tried to contact me further. I have phone records to prove that no incoming calls on their end came through.
Per investigation by my insurance company, it was noted that the studs were either broken or not screwed in properly, which is why the wheel fell off. NOT the wheel bearing which would hardly cause a tire to fall off the car.
I am very upset that this incident has taken place. I've done work with this business in the past and have never had issues. I never thought that they would do this.
Final Business Response /* (4000, 15, 2014/05/19) */
Upon inspection of the vehicle the I forwarded information on to our insurance. The original day that Ms [redacted] and I talked, our insurnace was informed of the situation and a claim was started. I believe regular practice beween the two insurance companies is that deductable and rental should be covered. I have a call into our insurnace company today to get more info on the status of the claim. We do apologize for any covenience as there is no control on our part of the insruance company to speed them up at all.
Final Consumer Response /* (4200, 11, 2014/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After I received Wentworth tire's rebuttal stating that they tried to contact me I went to the location promptly at 7:30 I talked to a manager who informed me that I needed to talk to [redacted] the owner to rectify the situation. I came back at 9:30 to speak with [redacted] Upon talking to him I showed [redacted] the pictures from my insurance company that there were no studs on the vehicle and that the wheel barren was completely in tact. He then stated that he would investigate it further, he showed me an invoice stating that he was calling my home number I explained to him that I had checked my caller id and had no records of him ever calling my cell or house phone. I asked him to explain to me how there could be no studs on my vehicle he said he didn't know again he would investigate. I left and went on with my day. Because of Wentworth Tires negligence I have had to come out of my pocket for a rent a car, my insurance deductible, and medical bills for myself and my children. My truck is now fixed and that is not due to any of Wentworth's Tire help. Also I was told by a mechanic that my wheel barren is fine all of this adds insult to injury.
Initial Business Response /* (1000, 5, 2015/02/24) */
The customer was at Wentworth Tire for service on Feb 14thOur employees was in his car at a stand still blowing the horn to get the attention of another person backing down the length of our drivewayThat person kept backing up until
he struck the r/f of our customers vehicleThe person, our and customer and our manager proceeded to the police station which is located right behind us and the policed advised the three of us that the police report should be made between our customer and the person who struck our customer carCome Monday morning, our customer returned to our shop advising that his insurance company had told him that our insurance should be contactedAfter placing a call on the following Monday morning, we were contacted back by our insurance and a claim was startedOur customer was aware that a claim was started by on Monday and that he would be contaced in to hours by an adjusterOn Wednesday morning, our customer returned saying he had not been contacted yetWe proceeded to call the insurance company and give our customer the claim number along with the name and phone number of the adjuster on the claimOur customer was never told that we would not handle the situationWe were steered in the wrong direction from the police department saying the report was to be between our customer and the other driverOn Monday morning, our customer and myself came to the conclusion that the information of the accident may have been misinterpreted and from that point on it has been turned into our insurance and been moving forward
Initial Business Response /* (1000, 5, 2014/04/10) */
Contact Name and Title: [redacted]
Contact Phone: XXX XXX XXXX
Contact Email: [redacted]@wwts.info
Ms. [redacted] came in to the building very upset from the start claiming that her vehicle has been making noise since the tires were...
replaced on March 3,2014. 4 weeks later is when Ms. [redacted] came in to get the noise diagnosed. The Assistant Manager let her voice her frustrations and then offered to take the car on a test drive to hear the noise Ms. [redacted] was experiencing. The Manager could not determine what the noise was so himself and one of our technicians went for a test drive to determine the noise. They could not determine what it was. At that point the vehicle was pulled in to the shop to be lifted up on one our racks to inspect the underneath of the vehicle. The front end was inspected along with the tires and it was determined that the wheel bearing was had some play/slop to it. It was brought to Ms. [redacted] attention that the bearing on the R/F needed to be replaced and she was given a quote. She stated that she wanted to have it repaired. At that time we mentioned to Ms. [redacted] that it would not be until Monday to when the work would be completed. There was not enough time before we closed on Saturday to get that type of job completed. Ms. [redacted] was expained to that the vehichle was not safe to drive in the condition it was in. She became very upset stating that she needed her car for the weekend and work. We explained that she should not be driving the vehicle with the way it was. She took the vehicle and 10 to 15 minutes after she had drove away she called stating that her R/F tire had come off, she was very upset and then hung up the phone. We made several attemps to reach her to see what we could do to help in any way possible and to find out what had happen. All attemps to call the phone number we had on file did not go through. We continued on Monday when we opened up to make more attempts to call the number on file hoping assist in any way as we were concerned for Ms. [redacted]. The case from Revdex.com is the next contact that we had with Ms. [redacted]. We need to determine what happen to the vehicle to investigate further at this time. We will be happy to inspect the vehicle and talk to Ms. [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2014/04/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After the test drive, the assistant manager stated that he felt it was the brakes which was the problem. When he put the car in the air, he informed me that it was the wheel bearing needed replacement. That it was the front right tire that needed a wheel bearing.
I wondered how they overlooked it when they had the car three weeks prior to that but I was informed that the technicians were not trained to look for broken wheel bearings.
They gave me a quote to get it fixed. But they couldn't fix it until Monday. At NO time was I told that the car was too dangerous to take onto the road. He told me to come Monday. IF he told me that it was too dangerous to drive, why then would he tell me to come back on Monday. Besides, what mother of three would knowingly take a chance by taking a car on the road ,endangering her children's lives?? If he would have stated that fact, I would have left it there and rented a car on the SPOT. I begged this man to fix my car because I needed it for work but they refused saying that there wasn't enough time.
So after the accident, I called them and they stated that "I told you it was the wheel bearing. Its' not my problem." At no time have they tried to contact me further. I have phone records to prove that no incoming calls on their end came through.
Per investigation by my insurance company, it was noted that the studs were either broken or not screwed in properly, which is why the wheel fell off. NOT the wheel bearing which would hardly cause a tire to fall off the car.
I am very upset that this incident has taken place. I've done work with this business in the past and have never had issues. I never thought that they would do this.
Final Business Response /* (4000, 15, 2014/05/19) */
Upon inspection of the vehicle the I forwarded information on to our insurance. The original day that Ms [redacted] and I talked, our insurnace was informed of the situation and a claim was started. I believe regular practice beween the two insurance companies is that deductable and rental should be covered. I have a call into our insurnace company today to get more info on the status of the claim. We do apologize for any covenience as there is no control on our part of the insruance company to speed them up at all.
Final Consumer Response /* (4200, 11, 2014/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After I received Wentworth tire's rebuttal stating that they tried to contact me I went to the location promptly at 7:30 I talked to a manager who informed me that I needed to talk to [redacted] the owner to rectify the situation. I came back at 9:30 to speak with [redacted] Upon talking to him I showed [redacted] the pictures from my insurance company that there were no studs on the vehicle and that the wheel barren was completely in tact. He then stated that he would investigate it further, he showed me an invoice stating that he was calling my home number I explained to him that I had checked my caller id and had no records of him ever calling my cell or house phone. I asked him to explain to me how there could be no studs on my vehicle he said he didn't know again he would investigate. I left and went on with my day. Because of Wentworth Tires negligence I have had to come out of my pocket for a rent a car, my insurance deductible, and medical bills for myself and my children. My truck is now fixed and that is not due to any of Wentworth's Tire help. Also I was told by a mechanic that my wheel barren is fine all of this adds insult to injury.