Alberta Tire & Auto Centre Inc

Réponse d'entreprise 10 mai 2016

Customer wanted a oil change, new tires, check out the brakes, and to find out what the squeaking noise was. November 4th, 2015- Invoice #284 Front brakes were squeaking so they were replaced. We told her that if she had any others problems to bring it back. Last week of November- Customer came in demanding that she wanted to talk to the manager. She took her vehicle to the dealership (Go Nissan South in Edmonton), and supposedly they told her we "did a poor job on brakes". Tyler was the maintenance gentleman on the bill. On the bill that she had brought in to show us,it said that they machined brand new brakes, some parts were missing (that were not from the brake job that we had done, which stated in THEIR invoice, and that there was a recall on the vehicle. The manager called Tyler and the manager at the Go Nissan South, and they both said that they never told her Alberta Tire did a poor job. No slander was used. (Phone was on speaker phone for other employees and Jelka could hear) Jelka also screamed at us and demanded to know why we used her "tools in the back". Upon further discussion, it was her lock nut that she was referring about. We explained to her that we were not a dealership so we did not have access to all types of lock nuts. When we changed her tires we needed to use it and we told her that we wouldn't have been able to change them otherwise. She then screamed at the top of her lungs "well you should have your own tools!". Again she did not want to listen to anything we said. We also then explained to her that if she were to come back initially then then we could have warrantied the parts and possibly adjust them if need be. We also have on our invoices that we warranty parts up to 3 months or 3000kms whichever comes first. But because she took it elsewhere and she got the parts machined (which she payed over $200 for at Nissan) that we could not warranty them. She said she took it elsewhere because "did not want to spend more time fixing the problem." She told reception that the problem still WASN'T fixed. In which reception asked her why the dealership charged her for something that was still not fixed? And she agreed. The manager walked around the corner and she changed her mind and said that the dealership DID fix the problem. She then demanded back her money and wanted an apology and explanation. We again tried to explain everything as best as we could with her interrupting continuously and it got out of hand. She mentioned bringing a lawyer into the mix and that is when the manager told her that "I think you should leave please." And she slammed the door on the way out of the building. We are very sorry about incidences like this and we do try our very best to accommodate and warranty as best as we can.