On 01/03 I went to Mr. Tire Auto # 1005,10901 Courthouse Road, Fredericksburg, VA to have my 2004 Ford Explorer Sport Trac under go its Virginia State Inspection. The vehicle needed two lower ball joints. I was also told because of this I needed a front end wheel alignment because the replacement of the ball joints would cause a mis - alignment. The work was preformed and I paid $293.98 for the parts and $339 for labor for a total of $632.00. I also paid $94.99 for a front end alignment.
On 02/01 I went to Purvis Ford, Fredericksburg, VA for the vehicle’s annual Virginia State Inspection. The vehicle again needed two lower ball joints. I told them that Mr. Tire put two lower ball joints on the vehicle last year and I have only driven the truck 11,000 miles. I was taken back to the rack and shown where the ball joints were bad. The work was preformed and I paid $119 for the parts and $350 for labor for a total of $469.76. I asked about a front end alignment and was told it was not needed since the replacement of the ball joints did not change adjustments on the front end alignment. I asked for and retained the old lower ball joints.
On 02/01 I went to Mr. Tire # 1005 to inquiry about the need to replace ball joints again after only one year and 11,000 miles. I talked to a female assistant manager who said she could help me. I showed her the two aforementioned bills and the old ball joints. A mechanic came to the front and looked at the ball joints and confirmed that they were bad and added they were never greased. The female assistant manager, Melanie said that I had received bad service and would get back to me as Corporate Headquarters was closed. I received so no response so on 02/05, I returned to the Mr. Tire and talked to male manager, Jarod. He said he was busy and would get back to me later. From my observations he appeared not to be concerned about my “poor serve.” I have not yet received a response.
My concerns with Mr. Tire are as follows:
On 01/03, I was never told that the ball joints were warranted for life as well as one year labor.in addition, I was never told after one year if the ball joints failed I would be charged only one hour labor to replace them. There is no statement on the bill. I never received any warranty papers. The female counter person at the time never informed me of any warranty. I learned of your warranty after the fact on your web site. I was told that I needed a front end alignment and learned one year later from Ford that this is not the case. Inspection of the ball reveals that the ball joints were never greased, therefore the installation was faulty.
On 02/01 when I stopped by Mr. Tire and explained to the assistant manager what had happened, I was told, “You received poor service, but since it is after 5 PM Corporate Headquarters is closed and someone would be getting back to you.”
05/05 I again stopped by to inquiry of the need replace of my ball joints. The male manager asked why I did not bring my vehicle in to Mr. Tire for the State Inspection and I told him I did not realize that the ball joints were bad or that they were even under warranty. I was told by a Jarod that he could possibly get a refund for the parts but could not grant relief for the labor cost. I was told he would get back to me and to date I have not received a response.
The two local managers could not or were not adequately concerned to resolve this matter locally.
In addition, the difference I was charged by Mr. Tire and Purvis is drastic. Mr. Tire charged $293.98 for the parts and $339 for labor for a total of $632.00, plus $92 for unnecessary front end alignment. Purvis Ford charged $119 for the parts and $350 for labor for a total of $469.76 and no front end alignment. I am confused and dismayed regarding these disparities.
I am requesting a reasonable explanation for these disparities an apparent lack of expertise and service. Thank you for you time and I await a timely response.
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