I have been a loyal customer at your business for several years now and according to my records have spent over $12,000. On repairs which includes normal maintenance and several large repairs, transmission, suspension, brakes, etc. I always take your manager's suggestions because i expect a safe and carefree driving experience. I say all this to help you see that I am a good customer and if treated right will return again and again.
Recently I came into your store because I heard a sound that I thought was a belt. After checking, the shop mgr.informed me that I was going to have an A/C problem and the compressor and related parts needed replaced at a cost of over $1,400.. I gave my ok and the repairs were made. During the repair I entered the shop and the mechanic was sanding & chipping on the water pump smooth pulley and he said the pulley had something on it. Anyway I went on a trip the next Monday with my wife and broke down in Savannah, Ga. And had to be towed to a garage, rent a car since it was Sunday and the garage was closed. We proceeded to our vacation location in Hilton Head, NC and went back to get my car on Monday. The repair cost over $600. For a new water pump. The problem was the pulley your mechanic worked on broke apart and caused the belt to brake, etc. I brought home the part and after inspection your people determined that it was a coincidence and not related, but agreed that $200. Would be sent to me.
While getting the repair in Savannah the mechanic said that I had a leak in a hose on the A/C system and was loosing freeon and that he had never seen the pulley on the water pump break like that, especially on the weld. Anyway I returned to your garage and had the leaking hose part on the A/C replaced along with a throttle cable that broke between your garage bay and the office? I was sent to the garage dealer in Tampa for the parts and upon returning the next day was told that the parts were wrong because your shop gave the dealer the wrong engine information. So I went back after the weekend since the dealer was closed, and got the right parts.
I was, and am concerned about the car making a loud roaring sound that I have never heard before since the car was new. Your mgr. Told me that was normal but is very loud and caused me to ask a mechanic about it who advised me to have a A/C shop inspect it. Then after telling him about the story above he told me that he was sure that what happened was your garage more than likely didn't have the proper large tool and fan clutch tool to remove the fan and as a result wedged a bar against the pulley that caused it to wobble thereby causing the pulley to break and cause the repairs in Savannah. He said also that the A/C leak should have been detected and that he thought the throttle cable failing inside your garage would cause him concern.
I called the mgr. At your garage about the $200. Check and was told that it was used to install the parts from the dealer. No check coming! Now in all fairness, with my excellent record as a really good, loyal customer like me do you think I am being treated fairly? I believe I should be reimbursed for the Savannah repairs, the A/C hose mistake and maybe even the throttle cable replacement. According to my figures that adds up to about $2,100. What do you think is fair under these circumstances?
I will await your decision and thank you in advance for your fair treatment of this complaint from a customer that has no desire to use another shop as I feel your people there are pretty good.
Sincerely Yours,
Rev. Ralph A. C
Thank you for notifying us of your concern. We strive to provide all our customers with the best possible service, and when you feel that we did not meet your expectations, its important for us to know. Were sorry that you received service that prompted you to contact us, and we regret any inconvenience or frustration that your experience has caused you.
To ensure that our staff conducts itself in a manner that reflects the high regard that we have for our customers, weve notified the proper department, and we are committed to responding within 24 hours. The District or Field Manager will be contacting you within the 24 hour timeframe.
Your patronage is important to us, and we hope that youll continue to give us the opportunity to serve you.
Thank you again for bringing these matters to our attention.
Sincerely,
The Tire Choice and Total Car Care
Tel 954-917-5400
Fax 954-917-5888
www.thetirechoice.com
From: Feedback [mailto: [email protected]]
Sent: Monday, October 24 3:54 PM
To: [email protected]
Subject: Contact Us Inquiry
Mr. C,
I was involved in your situation at the end and you are very important to us and I dont want you to think the amount of money you spend maintaining your car is what makes you important to us. Your situation of the broken pulley was not caused by us or anything we did to repair your automobile. The pulley in question was pressed onto your water pump from the manufacture and was never removed from your water pump when the repair was performed, the only thing that was is the fan clutch and was removed by the approved tool to remove the fan clutch. As far as them sanding your pulley is something we do all the time to remove the old belt residue off the old pulley. We value you as a guest which is why I approved you to have an ac line Freon and accelerator cable installed at no charge with you buying the parts. That was a 200 value in its self. Im sorry you feel you did not get taken care of we even tried to get your water pump warranted for you from Tire Kingdom trying to help you. They would not stand behind the part they sold you that failed. Im sorry but I have done what I can to satisfy you and there is nothing more I can do. I hope we will see you again. Sincerely
Denny Patterson
NEW EMAIL ADDRESS: Denny. [email protected]
District Manager-Tampa District
The Tire Choice and Total Car Care
Cell: (727) 859-6167
Efax: (727) 499-7444
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Thank you for responding but there are some things that need corrected. 1. I did not complain about the decision you made to refund $200. To me after the water pump repair. Neither did I say anything about the missed ac part. I didn't even complain about the timing of the throttle cable. Or even driving to Tampa twice for parts.By the way I did pay for the parts. But I bought that car new and it never made the noise it makes now and because of these coincidences I felt I should get some advise. The pulley isn't pressed but welded and shouldn't have broken at a weld. Also I was told that holding the pump shaft with a pry bar or whatever would cause the pulley to be off center and could cause such a failure. So what I was unhappy about was Pete's decision to keep the $200. You authorized. He charged me $200. Labor for the cable and a/c hose. I would have never complained if he hadn't taken the token $200. Doesn't it seem strange to you that after the pulley was worked on it broke. Then the leak that should have been fixed, then the cable. That's allot of interrelated problems don't you think. If I haven't caused you to think about this then meet me and if after that you don't agree that the $200. Is not about money to me but principle, lunch is on me. I will wait for your reply.
Thanks, Ralph
Dear Denny, thought I would hear from you today. I ask that you let me know if you got my mail? I as you am not placing my loyalty on $, but principal.in your reply you stated free installation of the parts I went and paid for. I did exactly that and was expecting the $200. You approved. When you approved of that I felt you understood my complaint and your offer told me that fairness was your policy as it couldn't be proven that anything was connected, but because of the circumstances an offer of $200. Was given me. I still feel that it could be argued but I felt you were trying to be understanding. So I accepted that and appreciated your efforts regardless of the & amount. But then Pete made the decision to keep the$200. For labor even though you gave me free installation with me buying the parts. I want you to send that check for$200. And explain to Pete that he misunderstood. All is well and on we go as before, everyone is happy, money not the issue. Let me know if you agree please. Your formally happy customer. Ralph
As I said in a prior email I approved the installation of the parts for free which I would have charged 200 to any other customer. I did not say I was giving you an additional 200 back. As I also stated you are important to me but I am not willing to refund any more monies for damage we did not cause.
I'm sorry for your issue but installing your parts you purchased at NC is what I was willing to do not as an admission of guilt but as a gesture of good faith. We did not break your accelerator cable or your ac line that is why we shared if you bought we would install at nc. This is an agreement you made with Pete and I approved. Thank you
Original Message
From: Ralph C [mailto:@mac.com]
Sent: Tuesday, October 25 8:20 PM
To: Denny. [email protected]
Subject: Follow up
The Tire Choice And Total Car Care
8600 Gladiolus Drive
Fort Myers Florida 33908
U.S.A.
Dear Sirs,
I have been contacted by your regional manager Mr. Denny Patterson without a satisfying result. It is obvious that he is trying to ignore my attempt to solve a very expensive and serious situation. I am mailing to you as a courtesy the emails we had over several days. I hope you will review these and solve this problem. I believe that the determination by a local mechanic is exactly what happened and I have the part that started this whole thing, that I feel proves it. I have been a loyal and steady customer and so have a number of my acquaintances by my recommendation to use your services. Before I send this complaint to the people at consumer complaints and the B.B.B. I feel that you should have a chance to fairly solve this. I hope to hear from you ASAP.
Thank you in advance for your concern and effort to bring back the attitude I once had of your company and personal.
Sincerely,
Rev. Ralph A. C BA, MA
I believe this company recommended repair and replacement of an a/c system improperly and then damaged the water pump pulley by hammering, grinding, sanding the pulley causing it to be off center and thereby causing it to fail. When I complained they made me feel like i shouldn't question the repair and failure. Then the mgr. Found other things wrong that should have been fixed in the replacement of the a/c unit. The explanation of why the pulley failed came from a reliable mechanic and his advise i feel is good and his explanation sounds valid. I believe I have been overcharged and advised to do repairs that were not needed. I expect to be refunded the repairs that the mechanic at Tire Choice caused by improper installation of the a/c unit.
Thank you,
Rev. Ralph A.C
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