Following is the exact text of complaint filed on Goodyear Tire Website, yesterday:
I have a complaint, actually approximately four, about service i received from a goodyear franchisee in boca raton area (goldcoast tires)
First, i purchased coupons for oil changes from a door to door salesman, representing granton marketing, now known as smart circle. The booklets cost approx $30 each, and i purchased 5, for a total of about $150.
As a cab driver, i put many miles on my car, and sometimes get more than one oil change per month. I purchased two of the books for gifts for friends, and one for my mother.
For me, one of the big selling points of the coupons was the promise of brake inspections, included in the offer.
On the day that i purchased service on my brakes, i had been working all nite, but needed an oil change, so i stayed up and went in early to get the service. I had mom with me, and we waited outside.
A technician called me in to tell me all my brakes were completely shot, and i needed new rotors, calipers, etc, all around, please refer to my service history for details.
The cost of the service was $1,015, approximately. I felt cornered, and i do need to have good brakes as a livery car, so i said go ahead. The front office guy suggested that if i opened a goodyear tire account, i would have one year of interest free, and so my mother opened an account in her name.
My complaint is this. Having had two oil changes withing the preceding two months, why wasn't there any indication of brake wear previous to the date of service?
When i mentioned this to one of the floor techs, he said, 'oh, that's just a visual inspection', as if to say that the brake inspection promised in the coupons, for which i paid $150, was worthless.
In addition to this, i noticed that one of my hubcovers was missing the day after i had the service. The shop would not take any responsibility for the missing cover, and insisted that it was missing when i brought it in.
I can assure you it was not, and the most logical explanation, is that it was somehow overlooked when the job was finished. The hubcovers cost about $40, and i still have not been able to replace it.
My second major complaint has to do with a manifold (cover) replacement on my 97 towncar. This problem arises out of a defect from the manufacturer, and is a fairly common problem with 96 and 97 towncars i understand...
When i had the job done, previous to the aforementioned brake job, i was told that, quote, 'we use the same parts the dealer does', end quote, and was charged about $800 for the work.
At one point, when the mechanic was still working on the manifold cover, i noticed that there seemed to be two holes on the top that maybe should have had bolts in them, and the mechanic told me not to worry about it, and, not being a mechanic, i didn't.
I didn't realize the error of that ommission until just less than three months later, when i had car failure down in front of the kmart in coral springs, with customers in the car.
I thought that my serpentine belt had failed, and there was a mechanic accross the street. I believed it to be a serpentine failure, since all the signs were there: loss of power steering, overheating, etc...
The mechanics, at my behest, ordered the proper belt, and we waited for it to arrive which took some time. When it did finally arrive, and i pulled the car up into the bay, he began his job, and was surprized to find the serpentine was in fact, whole.
What had actually happened, as he showed me, was that as a result of the lack of top bolts on the bracket holding the alternater, the front two alternater bolts had sheared off, and this was the cause of my problem.
It cost me $150 for the repair to the system made by this mechanic, and i am unsatisfied completely, and obviously, over the shoddy workmanship by the goodyear franchisee.
I made my complaints to the people at the sandlefoot goodyear where the work was done, and was referred to anthony petrone, who is a supervisor over some area stores.
He promised to get back to me, but after repeated calls, i have got no interested response, nor resolution of any kind.
He did ask me why i didn't call him for a tow service when i first had the failure at kmart. The answer is, i had no idea that what i thought was a simple case of a worn or failed serpentine belt, was actually related directly to work previously done and paid for, at a high cost, at goldcoast goodyear.
I am writing to the goodyear company customer service now, because i am in desperate need to get some resolution to these problems.
I understand that this is the proper next step in the dispute resolution process.
Please contact me at your earliest convenience.
Mike
Boca Raton, Florida
U.S.A.
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