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Just another day in paradise.


tyrguy

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Just another day in paradise. Here is a Facebook review I received today and my response. You would think that if a customer had a problem like this they would at least make a call to the shop before posting something so inaccurate.

And before you chide me for not doing a complete inspection [wheels off], as you can tell from her first comments we were really stretched for time and when that happens we do sometimes perform a more limited inspection.

 

 

The customer's review:

 

I swore by Defer Tire for many years and always had my work done there. Took my car in recently for an appointment that I made a week in advance. They called me and tried to move my appointment but I was unable to move it because of work reasons. They rushed through my car, did not fix what needed fixed, charged me for a front end alignment I didn't ask for, and now my wheel almost fell off because they didn't tighten my lug nuts on 1 wheel. All because they took on more then they could handle. We will never go back again. Disappointed and ticked. Now I have to spend a whole bunch more money to have my car fixed, may have to contact a lawyer

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10402919_723561317685665_886834402324338
Defer Tire Sorry we didn't meet your expectations. The car came in 2 months ago for us to check the coolant hoses and spark plugs. It needed both. We changed the spark plugs but when it came to the hoses, there was a metal tube needed that could only come from the Toyota dealer and would have to be ordered. Because of that, we couldn't complete the car on that day. We got the tube in a few days later and called to let you know but you have not called to reschedule. As far as the alignment, you had not had it checked in 4 years so we suggested that be done. You gave permission to do the check which we did. In this case the alignment was fine so you were only charged for the check, about half of the price of an alignment. As far a wheel coming loose, we never had the tires off on this visit. However, a year ago we had suggested that you needed 2 rear tires. When it came in in July, we noticed that you had purchased them elsewhere. I would suggest that you contact that shop about the loose lug nuts. I called you and left a message today if you wish to discuss any of this.
Like · Reply · Commented on by Mark Defer · 6 mins · Edited
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I think you are running par for the course. With the economy being so tight in our area, all kind of creeps are coming out of the woodwork. We give our customers the benefit of the doubt, but right now the stuff that is coming through the door as walk ins is really scary. For example, 2013 Audi Q5 2.0T comes in on the back of the tow truck, customer states that he tried to flush trans fluid, but could not fill it back up. Can you say RED FLAG! S.A. tells them that we can refill system, but we don't know the condition of the transmission and cannot guarantee it will work. Customer signs off on all waivers, we refill and vehicle seems to work fine. Following week, vehicle comes on the back of the tow truck leaking oil, customer is furious that vehicle is leaking oil and states we messed up. We push vehicle onto the lift for inspection, find engine oil leaking from loose drain plug, we tell customer it's not transmission fluid that is leaking, but motor oil. He says we must have loosened the plug last time it was here, meanwhile the master mechanic points out there is a 5qt jug of oil in the passenger seat floor! Customer then admits he did change the oil, but he says he didn't touch drain plug!!! Ugh!

 

He signs waivers, we do an oil service, and tell him we cannot service his car anymore.

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  • Have you checked out Joe's Latest Blog?

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      A recent study, done by Harvard Business School, concluded that the real problem with attracting and retaining employees has more to do with the workplace environment, not pay or benefits. While the study did find that an adequate pay plan and offering an attractive benefits package did help with recruiting and retention, it’s not enough to satisfy the needs of employees, especially those of front-line workers.
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