Initial Business Response / [redacted] (1000, 7, 2017/07/31) */ I spoke with Mr [redacted] briefly after this was received and informed him that I was leaving on vacation shortlyI have returned to the office now and will be opening the investigation into his concernsPer 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 / [redacted] (1000, 5, 2016/12/12) */ Mr [redacted] came to our Merrillville location on December 2, to have a set of tires installed on his vehicleDuring this visit our technician discovered that the right front inner tie rod needed to be replacedMr [redacted] did authorize our shop to perform the repairs On December 5, Mr [redacted] notified us that he had remembered after the fact that NTB had previously replaced the tie rodHe requested the return of his old part because he was going to take it back to NTB for reimbursementHowever, since 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, 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 / [redacted] (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 partI don't want a store credit because I am unlikely to ever use this business againI am requesting parts and labor credit on my credit cardThis transaction was late FridayI returned early Monday for the part with both of my original receiptsThey never replaced the tie rodThis is why they did not want to give me the original partLevin tires charged me parts and labor for a part they did not replaceMy original receipt from NTB verified when they replaced the tie rod Final Consumer Response / [redacted] (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 earlierNTB requested the tie rod Levin tires had removed because it was under warrantyThe technician, first refused to look in the dumpster and then attempted to give me a smaller tie rodHis attempt to deceive me caused me to believe the replacement was not neededThe business practice of Levin Tires are deceitfulI had spent more than [redacted] on tires for my vanThey need to refund me the cost of the tie rod and the laborThey have lost me as a customerMy three children, siblings and my grandchildren will not use any Levin tire franchise Final Business Response / [redacted] (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 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 rodWe 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 requestHowever, 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 workWe 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 / [redacted] (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 complaintWe did have the rim inspected by an additional 3rd party company in order to verify the integrity of the job performedThe 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 declinedInstead he requested that we put a used tire on the vehicle This installation was completed on February 16, to the customer's satisfaction OFFER: No additional offer at this time
Initial Business Response / [redacted] (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 describedThe check engine light was on and we discovered codesThe intake manifold was also cracked and the mass air flow censor need to be cleanedOnce all of the original items discovered above were repaired a loud noise started to come from the engine when it was turned onIt was clearly coming from the left side and the technician pulled the plugs and looked in the cylinder with his small lighted camera scopeHe was able to see pieces of a sheet metal screwOur shop doesn't have sheet metal screw in the building so we are unsure of how it got into the cylinderWe 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 baysSince we could not say for sure where to screw came from, we promised to repair the engine back to its working statusWe sent the cylinder to a local vendor and they machined it back to working orderWe had to purchase a new head gasket set and additional components to restore functionalityWe gave Mr [redacted] approximately hours in uncharged labor and over [redacted] (at cost) in parts at no chargeThe vehicle was completed on 7/and was returned to Mr [redacted] with no issues that could be heard or seenWe 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
Initial Business Response / [redacted] (1000, 7, 2017/07/31) */ I spoke with Mr [redacted] briefly after this was received and informed him that I was leaving on vacation shortlyI have returned to the office now and will be opening the investigation into his concernsPer 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 / [redacted] (1000, 5, 2016/12/12) */ Mr [redacted] came to our Merrillville location on December 2, to have a set of tires installed on his vehicleDuring this visit our technician discovered that the right front inner tie rod needed to be replacedMr [redacted] did authorize our shop to perform the repairs On December 5, Mr [redacted] notified us that he had remembered after the fact that NTB had previously replaced the tie rodHe requested the return of his old part because he was going to take it back to NTB for reimbursementHowever, since 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, 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 / [redacted] (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 partI don't want a store credit because I am unlikely to ever use this business againI am requesting parts and labor credit on my credit cardThis transaction was late FridayI returned early Monday for the part with both of my original receiptsThey never replaced the tie rodThis is why they did not want to give me the original partLevin tires charged me parts and labor for a part they did not replaceMy original receipt from NTB verified when they replaced the tie rod Final Consumer Response / [redacted] (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 earlierNTB requested the tie rod Levin tires had removed because it was under warrantyThe technician, first refused to look in the dumpster and then attempted to give me a smaller tie rodHis attempt to deceive me caused me to believe the replacement was not neededThe business practice of Levin Tires are deceitfulI had spent more than [redacted] on tires for my vanThey need to refund me the cost of the tie rod and the laborThey have lost me as a customerMy three children, siblings and my grandchildren will not use any Levin tire franchise Final Business Response / [redacted] (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 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 rodWe 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 requestHowever, 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 workWe 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 / [redacted] (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 complaintWe did have the rim inspected by an additional 3rd party company in order to verify the integrity of the job performedThe 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 declinedInstead he requested that we put a used tire on the vehicle This installation was completed on February 16, to the customer's satisfaction OFFER: No additional offer at this time
Initial Business Response / [redacted] (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 describedThe check engine light was on and we discovered codesThe intake manifold was also cracked and the mass air flow censor need to be cleanedOnce all of the original items discovered above were repaired a loud noise started to come from the engine when it was turned onIt was clearly coming from the left side and the technician pulled the plugs and looked in the cylinder with his small lighted camera scopeHe was able to see pieces of a sheet metal screwOur shop doesn't have sheet metal screw in the building so we are unsure of how it got into the cylinderWe 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 baysSince we could not say for sure where to screw came from, we promised to repair the engine back to its working statusWe sent the cylinder to a local vendor and they machined it back to working orderWe had to purchase a new head gasket set and additional components to restore functionalityWe gave Mr [redacted] approximately hours in uncharged labor and over [redacted] (at cost) in parts at no chargeThe vehicle was completed on 7/and was returned to Mr [redacted] with no issues that could be heard or seenWe 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