Yes Housing, Inc.

Mr*** originally came into our Crown Point location on December 20, with concerns that the vehicle felt sluggish in the mornings and required driving for a little while for it to temporarily clear upAt this time there was no check engine light on, but when the technician opened the
hood we discovered that the vehicle had a significant oil leak from the valve cover gasketThe oil had leaked into the spark plugs as well causing electrical archingThese factors contributed to the symptoms the customer was experiencingOur technician manually cleaned up as much oil as possible as well during this visitHe advised against a steam clean being performed due to the amount of rust the vehicle had under the hood because he did not want to cause additional issuesOur steam clean service is at a higher pressure and heat than we felt the vehicle could safely sustainThere were no reported issues after he picked up the vehicle to our knowledgeOur call recording system stores days and it has been days since his service and we have no record of the customer contacting us again until March 21, based on the telephone number providedWhen the customer came in on March 21, the check engine light was on this time and he was experiencing sputtering problemsWe performed a diagnostic on the vehicle and the engine read error codes Pand PBased on these codes our technician determined that the ignition coils for cylinders and required replacementOnce those repairs were completed our technician did take the vehicle for a test drive and admittedly hit a bump which caused the check engine light to come back on when Mr*** arrived to pick up the vehicleUpon further inspection the wire on cylinder had come slightly loseWe immediately corrected this and the vehicle was not displaying any further issuesAt this time, we do not have a refund offer since the visit in December and the visit in March were two separate issues with the vehicleIf the customer is still experiencing the sputtering issue we will gladly reinspect and reassess this situation, but at this time the customer does not state he’s having additional problems with the vehicle now that we’ve completed these repairs

Initial Business Response /* (1000, 5, 2017/12/08) */
We reached out to Mr*** immediately upon receiving thisWe are in full agreement that our technician failed to find the leak during his inspection of the tireWe have issued Mr*** a full refund for the amount that he paid the other
shop due to our oversight and the manager of the location is addressing this occurrence with the technicianPer my conversation with Mr***, I believe this has been resolved to his satisfaction
Initial Consumer Rebuttal /* (2000, 7, 2017/12/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a call and my complaint was listened tto and I was treated with respect and appreciation.I made a mistake I was not charged initial $and was refunded the $I felt confident the issue would be addressed and my trust has been restored in Levin

Initial Business Response /* (1000, 5, 2015/08/04) */
Contact Name and Title: Laura *** QAC
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@levintirecenter.com
We have spoken with the customer and he will be in tomorrow to exchange the Goodyear Allegra Fuel Max tires for the Goodyear
Assurance TripleTread All SeasonsHe has an appointment at 1:30pm to get this all taken care ofThe customer appears to be satisfied with this resolution
OFFER:
Initial Consumer Rebuttal /* (2000, 7, 2015/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes the tires were exchanged on Wednesday 8/5/but the price quoted over the phone was not honored at the storeFinal price which included road hazard protection was roughly $more that other store prices we had quotes from
Then our car has been damaged while in the Levin Tire shopWe think the car was lifted improperly and has bent something that is preventing the drivers door from closing and opening correctlyWe now have this to get diagnosed and repairedWe may be filing another complaint against Levin Tire
Would not believe we've had such a bad experience at Levin Tire from what other people in our area rate Levin Tire
Final Consumer Response /* (3000, 19, 2015/08/24) */
NATURE OF DISPUTE:My car was damage by the car lift at Levin Tire when it was lifted in to the air
On 8/5/I had to bring my van back to Levin Tire so they could replace new tires that were defectiveWhen the service was completed I went to get in to my car but noticed that the drivers door window was fully open and the drivers door was closedI open the drivers door to close the window and then closed the door to a walk around inspection of my car before I left the Levin Tire parking lotThis is when I found that the drivers door would not fully closeI tried several times to close the door but it would not close properlyI immediately went back in to Levin Tire and explained the problem to Mike at the service counterMike came out to inspect my car and he could not could not get the drivers door to closeI asked what will they do and Mike said they would review the shop video tape and it would take a few daysIn the mean time I needed to get the drivers closed so I took my car to collision body shopsI did this because I believed that when Levin Tire raised the car to change the tires something got bent which was preventing the drivers door from fully closingAll body shops said that both of the car Running Boards were bent upwards with the drivers side being the worstTwo of the body shops provided written estimates while the third said they were too busy at that time to provide a written estimateI went back to Levin Tire on 8/8/and told Mike at Levin TireMike made copies of the estimates and said that the corporate office would call me in daysI have not received any call from Levin Tire and it has been a week
DESIRED RESOLUTION::The estimates were $and $but from past experience with body shops this may not be the final cost of the repairSo I would like Levin Tire to pay for the damage caused to my car Running Boards and other possible related damage caused to the car which is preventing the doors from operating properlyI'll also be calling my insurance company to inform them of the damaged caused by Levin Tire and possibly getting an estimate from them
Final Business Response /* (4000, 21, 2015/08/27) */
Contact Name and Title: Laura ***
Ms*** brought the vehicle back in for further inspectionUpon further inspection, we have agreed to have the vehicle repaired by a body shop that we partner with for incidents like thisMs*** will be dropping the vehicle off on September 2, to have the repairs doneWe have also helped arrange a rental vehicle for them during the time that we will have their van in for repairs
OFFER:

Initial Business Response /* (1000, 5, 2016/03/25) */
We have mailed the following letter and reimbursement to the customer
Dear ***:
I have read your submission to the Revdex.com and would like to clarify a couple of thingsAt the time you and I spoke back in May of 2015, I
understand that you had another shop or individual replace several front end parts on your vehicle and it wasn't until after we completed the alignment that we discovered the person who had performed this service had not properly taken care of all of the components
I do stand by our initial determination that we cannot be held liable for someone else's substandard workHowever, in good faith we had extended the offer to honor the alignment warranty on the vehicle for months 6,miles provided that you had the tie rod replaced as needed on the vehicleWe did not require that we be the ones to perform this service, since we assumed you'd want to return to the shop or person that did not take proper care of your vehicle in the first place
I am not sure if you've had this issue corrected since your visit to our shop, but I can assure you that that if you have not, your vehicle will continue to get worse despite having an additional alignment
In an effort to lay this issue to rest, enclosed please find our check # *** in the amount of *** which was the cost of the alignment for Invoice# IXXXXXWe hope that this meets your satisfaction and wish you the best of luck in the future
Initial Consumer Rebuttal /* (2000, 7, 2016/04/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 7, 2017/07/31) */
I spoke with Mr. [redacted] briefly after this was received and informed him that I was leaving on vacation shortly. I have returned to the office now and will be opening the investigation into his concerns. Per our brief conversation, I am still also...

awaiting the paperwork he stated he was going to provide from the other repair shop.

Initial Business Response /* (1000, 5, 2016/09/09) */
Contact Name and Title: [redacted] - Marketing
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@levintirecenter.com
[redacted] came in to our Winfield location on Tuesday, September 6th. We checked our recorded phone calls and the...

customer had called previously on September 3rd and said she needed to replace an air flow sensor because that is what the emissions facility had told her. The store manager, [redacted] told her he could replace the sensor, however, would not be able to sign off on the emissions sheet because he couldn't guarantee that that part would be the issue for the failed emissions. He suggested that they perform a one-hour diagnostic to verify and confirm what components may or may not be needed to correct the issue.
When she arrived, she checked in with the service advisor [redacted] and let him know that the check engine light was on and she thought she was in need of an air flow sensor. The customer's car was pulled in to the garage and the technician noted the mileage and any lights that were on the dash. The technician popped the hood and walked to the computer to further investigate any known issues with this type of vehicle before proceeding.
The technician came back to the vehicle and started a code scan under the steering wheel to see what error codes would come up. After he was done scanning, he received the code P0410 - Secondary Air System Malfunction which was the primary malfunction code. There were also 2 secondary sub-codes to the primary code, 0814 Left secondary air injection malfunction and 0810 Right secondary air injection malfunction. Once he received the codes he went under the hood to test components, testing for power, testing for resistance and other tests to see what is causing the codes.
During the diagnostic, it led him to find that there was no power to the secondary air injection pump and found that the wiring harness was not connected. Once he connected the wiring harness there was still no power to the secondary air injection pump. This led him to the fuse box where there was a fuse missing for the secondary air injection pump. At that time, the store Manager was brought in to the garage and was shown that the fuse was missing and was told the wiring harness was unconnected.
The store manager then went to the customer waiting area and spoke to Ms. [redacted] and inquired if any family, friend or mechanic had been under the hood previously checking for issues before the vehicle had been brought into the shop. She replied "No," it had only been to 2 previous shops which was the Mercedes Dealership and CarMax. She had let him know that she had purchased the car approximately 1 year ago and the check engine light had been on for the last 6 months before her visit on September 6th. She also added that at the time of an oil change at the Mercedes Dealership an advisor had told her that the service light was a non-issue and didn't need to worry about it. The customer then told the store manager that she would like the car pulled out of the shop and that she would return to the dealer or to whom she purchased the vehicle from and noted that she would be getting her lawyer involved. At that point, the store manager let the technician know to pull the vehicle out of the shop. He then provided the customer with the invoice with all of the code information on it so she could take that to whomever. In addition, the customer was given a two-page printout regarding her primary and secondary fault codes for reference.
The customer, at no time, asked for an estimate on repairs for the service that needed to be performed. However, before the customer left, the store manager had asked if she would like them to install a fuse and plug in the secondary air injection pump to which she replied "Leave it the way you found it."
It is in our belief that the customer was given incorrect information from the emissions facility, who is not a diagnostic center. The customer was told that they needed an air flow sensor, however, at no time did we receive a code that would lead us to the supposed air flow sensor that needed to be replaced. If that would have been the issue, we would've received the 3 codes that we found plus additional codes related to the customer's concerns. Either the other shops misdiagnosed the vehicle or did not diagnose the vehicle at all and gave misguided free advice. Because of the potential of misdiagnosis and replacement of unnecessary parts, that is why we offer and advise a diagnostic prior to any work being done especially when Indiana's emissions are in question.
Initial Consumer Rebuttal /* (3000, 7, 2016/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This facility charged me $118.35 for a diagnostic of my vehicle. Yes, they said a fuse was missing and the air injection was unplugged, but that was never mentioned prior to this visit when the dealership or CarMax looked at my vehicle. However even if that were the case, this Manager never offered to replace the fuse or reconnect the system as he stated. Why wouldn't I have him do that to see if it would resolve the issue? Nor did he offer an estimate of necessary repairs based on his findings. So basically I paid them and got nothing in return and their customer service was less than sub par. Needless to say I will never go there again.
Final Business Response /* (4000, 9, 2016/09/19) */
[redacted] Tire & Service Center of Winfield will gladly install the fuse, at cost, that was not present when Ms. [redacted] vehicle was brought to our store, as offered to her on her previous visit to which she declined because she informed the manager she would be taking the vehicle back to the previous shop in its current undisturbed state and contacting her lawyer. In addition to the replacement of the fuse, we will reconnect the secondary air pump, only if she wants, at no charge, which was not connected when the vehicle was brought to us, again as offered previously but was declined for the reasons stated above.
Once those items are addressed, Ms. [redacted] must understand that she most likely will need to have continued diagnostics performed on her vehicle to see if any additional repairs are necessary to complete her overall repair. We suggest Ms. [redacted] return to either of the two previous facilities she has mentioned for any further diagnostics she may need after the installment of the fuse and/or connection of air pump.
Going forward, we will not offer any further diagnostics on this vehicle for this current issue, as Ms. [redacted] is unwilling to concede that the diagnostics we performed were in her best interest and that there are charges associated with out diagnostics which we stated in our recorded conversation with her.
Ms. [redacted], in return for the charges she paid, did receive information regarding the correct path to follow for repairs on her vehicle which is what our diagnostic charge is for. This diagnostic information still does not include any indication of any need for a mass air flow sensor replacement, which is what the she originally asked that we replace and wanted a quote on for prior to our suggestion of diagnostic testing.
In closing, Ms. [redacted] is disputing our ASE Certified Technician and his diagnosis of the vehicle. She has not provided any written or formally documented diagnosis from any other ASE Certified Technician from the other facilities she continues to mention that refute the findings that we have provided for her.
Final Consumer Response /* (4200, 11, 2016/09/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had my vehicle repaired at an authorized Mercedes Benz Dealership.

Initial Business Response /* (1000, 7, 2016/02/17) */
Prior to receiving this notification, the customer had already returned to our store and was working with the manager of the location to resolve the complaint. We did have the rim inspected by an additional 3rd party company in order to verify...

the integrity of the job performed. The weld was in good shape and showed no signs of damage.
Due to the close timing of the incident the manager offered the customer the option of having a new tire put on the vehicle at no charge, which the customer declined. Instead he requested that we put a used tire on the vehicle.
This installation was completed on February 16, 2016 to the customer's satisfaction.
OFFER:
No additional offer at this time.

Initial Business Response /* (1000, 5, 2016/12/12) */
Mr. [redacted] came to our Merrillville location on December 2, 2016 to have a set of tires installed on his vehicle. During this visit our technician discovered that the right front inner tie rod needed to be replaced. Mr. [redacted] did...

authorize our shop to perform the repairs.
On December 5, 2016 Mr. [redacted] notified us that he had remembered after the fact that NTB had previously replaced the tie rod. He requested the return of his old part because he was going to take it back to NTB for reimbursement. However, since 3 days had passed since the service was performed, the old damaged part had already been disposed of.
Mr. [redacted] did provide us with a copy of the invoice from NTB dated July 5, 2016 confirming his purchase of a tie rod from NTB in the amount of [redacted] The invoice shows no labor cost for the installation because they were installing a shock absorber at the same time.
We explained to Mr. [redacted] that there is no way of us knowing when he had work done at a shop that is not connected to ours and had he informed us the day of service we would have made sure to save the part for him.
As a goodwill gesture we offered Mr. [redacted] a store credit in the amount of [redacted] which would have been the amount he would have been refunded from NTB had he informed us at the time of service that the part could potentially still be under warranty.
This offer is still available to Mr. [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The technician refused to look in the dumpster for the part. I don't want a store credit because I am unlikely to ever use this business again. I am requesting parts and labor credit on my credit card. This transaction was late Friday. I returned early Monday for the part with both of my original receipts. They never replaced the tie rod. This is why they did not want to give me the original part. Levin tires charged me parts and labor for a part they did not replace. My original receipt from NTB verified when they replaced the tie rod.
Final Consumer Response /* (4200, 11, 2016/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is true that I realized after the repair was completed that I had replaced the tie rod at NTB a few months earlier. NTB requested the tie rod Levin tires had removed because it was under warranty. The technician, first refused to look in the dumpster and then attempted to give me a smaller tie rod. His attempt to deceive me caused me to believe the replacement was not needed. The business practice of Levin Tires are deceitful. I had spent more than [redacted] on tires for my van. They need to refund me the cost of the tie rod and the labor. They have lost me as a customer. My three children, 8 siblings and my grandchildren will not use any Levin tire franchise.
Final Business Response /* (4000, 13, 2016/12/23) */
We stand by our original response that we believe that it was an unreasonable expectation to request reimbursement for services the customer was fully informed about and authorized.
The fact that he admittedly remembered 3 days after the fact that he had a warranty at another shop not connected with Levin Tire and Service Center is not something we should be responsible for.
At no time did we attempt to deceive him with another tie rod. We were honest with him that we were only able to locate the one we showed him and that we were unable to locate his original one that we removed from the vehicle.
We also feel his request for our staff to dig through the dumpster due to his error was absurd and we do not blame our staff for being uncomfortable with that request. However, despite this fact they still did it on Mr. [redacted] behalf, though by no means were they required to.
At this time we understand that we will not come to an agreement on this, but we stand by our work. We attempted to provide Mr. [redacted] with a goodwill gesture even though there was no valid reason we needed to since the responsibility for this situation is due solely to him not providing us with necessary information at the time of service, which he admits in his last response.

Initial Business Response /* (1000, 5, 2016/07/22) */
Contact Name and Title: [redacted] - Marketing
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@levintirecenter.com
Mr. [redacted]'s vehicle was in for the work as he described. The check engine light was on and we discovered 2 codes. The...

intake manifold was also cracked and the mass air flow censor need to be cleaned. Once all of the original items discovered above were repaired a loud noise started to come from the engine when it was turned on. It was clearly coming from the left side and the technician pulled the plugs and looked in the cylinder with his small lighted camera scope. He was able to see pieces of a sheet metal screw. Our shop doesn't have 1 sheet metal screw in the building so we are unsure of how it got into the cylinder. We did understand that this car was previously looked at by another dealership before entering our shop so it may have been lodged somewhere under the hood before it entered our bays. Since we could not say for sure where to screw came from, we promised to repair the engine back to its working status. We sent the cylinder to a local vendor and they machined it back to working order. We had to purchase a new head gasket set and additional components to restore functionality. We gave Mr. [redacted] approximately 7 hours in uncharged labor and over [redacted] (at cost) in parts at no charge. The vehicle was completed on 7/21 and was returned to Mr. [redacted] with no issues that could be heard or seen. We feel that we went above and beyond to accommodate Mr. [redacted] and hope that he is satisfied with the result since it has been a couple of days since his initial complaint.