I am including the part in the begining about AAA Auto club South because they are responsible for this whole mess in the first place....

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See photos below...

On Tuesday June 17th at approximately 8:00 p.m. my family and I were getting ready to leave the Royal Pacific Resort 6300 Hollywood Way in Orlando Florida, when we discovered that our van was not working properly. It would start and move but it shook considerably. Due to the fact we had about a 250-mile journey ahead of us, we knew that it was not drivable. So, I immediately called the AAA 1 800 222-4357 number for a service call.

About 40 minutes later a tow truck came and I asked the driver whose name was Herb to only take my van to the closest authorized AAA certified repair facility. (I expected at the time since I was in Orlando Florida and due to the volume of visitors to the area in addition to the highly publicized endorsement from both Universal Studios and Walt Disney World of AAA, this would not be a problem) He stated that he did not know where there was one and that he could take it to a Pontiac Dealer. I would probably pay more money for the repairs though. He did not know whether or not they would be AAA certified. Or, I could take my van to his friend that was an ex-marine and that he would take care of me. Well I asked him if the repair facility, L&M Automotive Inc. (He gave me a flyer from their business), was an AAA certified repair shop. He said no, but they were trying to be. I said to him that I was not interested and that if he could not tow me to one that was certified by AAA, then I would have to wait until the morning and try again. It was after 9:00 p.m. and I believed that all the repair shops were probably closed at that time. I decided that it would be much wiser to wait until the repair shops were open the next day, to get one that was AAA certified.

June 18th 2003

At 8:00 a.m. I took a shuttle back to the Royal Pacific Resort and called AAA for a tow truck again. In this phone call I made it very, very clear that I had already called for a tow the night before and sent away a tow truck that would not, or could not, take me to a AAA certified repair facility. I told the operator that I would only accept an AAA certified repair facility. I waited to the next day because I thought I would have more success in the day then at night, even though AAA offers 24-hour service. I made it very specific, so specific that she noted in whatever that company notes statements from members, that the driver of the tow truck was to only take me to an AAA certified repair facility.

When the driver arrived he asked me what the problem was and I told him that the van shook when I started it and all the coolant was gone. I knew that the coolant system was definitely one of the problems since there was obviously no coolant in the reservoir. He told me that AAA no longer would let the tow driver even look at the vehicle and that he would tow it. I asked him if he was towing me to an AAA certified repair facility because I had requested it on the phone to the operator, and that I did not want to go anywhere else. He was on his cell phone talking to a Kevin which I now believed was the manager of your Tires Plus I was towed to. I asked him again the same question and he said yes! I said, Good, because I knew that AAA would guarantee the work and since I was from out of town, I didn't want to be taken advantage of and this is why I was so specific in my request to be towed to a AAA certified facility.

He towed my van to Tires Plus Total Car Care 4801 S. Kirkman Road in Orlando and I went inside while he took my van off of the tow truck and gave my keys to the person Kevin, at Tires Plus Total Car Care. I walked inside and went up to the counter. The very first words out of my mouth were, Are you an AAA approved repair facility? The person behind the counter said yes! He even stated that Tires Plus also would guarantee the work. Once I was assured that I was at an approved repair shop I let them look at the van. It was 9:00 a.m.

I waited at Tires Plus until about 10:00 a.m. and asked them if they knew what was wrong with the van. They did not know so I proceeded to rent a car. I called the local Hertz and they picked me up at Tires Plus and I rented a car. I returned to my family at the Best Western Plaza International and checked out at Noon. I did not want to pay for an additional day, and I wanted to be able to drive home that night, safely. I did not know what was wrong with the van and I would have to return to my home in Dania Beach Florida, whether the van would be ready that day or not. It was apparent that my husband would not make it to work at noon on June 18th. But would have to work on June 19th or risk loosing his job.

At this point based on the information I had, I decided that I would return to my home in the rent-a-car if the van was not ready, and drop it off at the Fort Lauderdale airport 10:30 a.m. on June 19th. (This is stated in my contract with Hertz that I had this option or to return it to the location that I rented it from), and my sister would drive me back up to Orlando to pick up the van when it was ready.

I drove my family back to Tires Plus and asked them if they knew what was wrong with the van. It was 1:00 p.m. and they still did not know. My family and I went across to Friendly's restaurant next door and had something to eat. We returned to Tires Plus about an hour later and asked them if they knew what was wrong. Kevin stated that it was the water pump and something was wrong with piston number 5 but they couldn't figure it out. I then called my mechanic that I always use in south Florida and spoke with him concerning what was said. I had the water pump replaced on April 19 2002 (I have a receipt of the work) and asked him if it could be that. My mechanic said it sounded possible since the water pump was an over a year old and was a rebuilt. My family and I waited for about an hour and finally Kevin came to me and explained that they now knew what the problem was. Fuel injector number five wasn't working and would have to be replaced.

I explained to him that I had just replaced that exact one and number 6 a little over a year ago, and that it was very strange that it would break. I then called my mechanic and he said that it was very strange as well. He told me to definitely get my parts back so that he could look at them and see if this was indeed the case. When Kevin first came to me with the estimate I told him that I wanted my parts back so my mechanic could look at them. I even saw him highlight it in bright yellow on the repair order. He then explained that fuel injector 5 and 6 (strange that number 6 was now broken as well), would have to be replaced. So, I told them to go ahead with the work, but be sure to give me my parts. He came back a little while later and told me that he forgot to add the charge of $80.00 for the diagnostic, and added that to my already growing bill. He recommended some more work, about $300 worth. I asked him if I could drive it home without this additional repair work. He assured me that I didn't need it done to make the 250-mile drive home.

What choice did I have, they knew and I knew that I was 250-miles away from home. That I had no place to stay for the night. I had a seven-year-old daughter that I was concerned about and I wanted to drive home, SAFELY. They knew I was going to return home that night, one way or the other. They knew I could afford the repairs because my husband I and were both calling our credit cards to check on available balances and used all the credit we had, two credit cards and a bank card, to pay a balance of $867.63.

All I kept thinking was that AAA had sent me here and that they were certified. I asked them again in front of my husband, and the man behind the counter said yes.

I did find it odd that they came back to me later and said they were having trouble finding parts and they were going to go with GM (Delco I assume), parts for the fuel injectors. Rather then other parts that would save me some money. I called my mechanic and he said since the parts he put in were GM Delco and since the 2 fuel injectors they wanted to replace were also the same two he replaced on January 28th 2002 (I still have the receipts of all the work done) to be sure I got the parts because I would have no other way to prove they were replaced.

It was now about 3:30 p.m. and My husband, 7 year old daughter and I decided to ride around Orlando and see the sights on International drive, and to confirm the route to the Hertz car rental if we had to drop off the car, if the van was ready before 6 p.m. Since the location I rented from closed at 6:00 p.m. we would have to drop the car off at Orlando Airport after 6:00 p.m. or drive both cars to Dania beach. An expensive option, though we were considering it, in light of our growing apprehension concerning the integrity of the your repair shop at this point.

We returned to Tires Plus around 4:45 p.m. I asked the person at the counter if the van would be ready and safe, (as if I should stress this point with certified mechanics?), to drive home today. I explained to him I needed to know before 5:30 p.m. because we were considering our options and didn't want to drive to the airport to return the rent-a-car. He told me he would find out and at 5:45 he said that yes, the van would be done that day, before they closed at 7:00 p.m. I did make a point of asking him if the van would be safe to drive. He said yes!

My family and I were very happy and I left my husband at Tires Plus Total Car Care to stay with the van and I went back to the Hertz I rented from to return the car. The Hertz driver drove me back to Tires Plus and I got there a little before 6:30 p.m.

When I arrived all the bays were closed, all of the mechanics including Kevin, the person that I had dealt with all day were gone. The only person there was the person to whom I paid the bill and I assume that he was James Punderson from my receipt, I had spoken with him through the day as well. I have a business card from the location and it has Kevin Beckwith, store manager printed on it. This store manager, that kept me in limbo for 9 hours that day, that made $867.63 from me, didn't wait long enough for me to get back from Hertz. At this point I felt that my greatest fears were becoming reality.

I paid for my bill and got my keys, the van was parked out front. I asked the cashier for my parts and he looked at me. At first he just looked at me and said nothing. He then gave me a response something to the effect of I don't know! At this point I said, Well, AAA would guarantee the work so I'll be all right. He responded that Tires Plus Total car Care would guarantee the work as well. Here I was, the store was closing early at 6:30 p.m. and the manager was gone. All the lights were turned off and the bays I assumed were locked up. The only person there was the guy behind the counter that didn't know, I had just returned my rent-a-car and did not have a room for the night. I DID NOT GET MY PARTS THAT I HAD SPECIFICALLY ASKED FOR! I only hoped that I would get home safe at this point. Why I had just spent over $800.00. So I took my bill and left. I put gas in the van across the street and headed down the Florida Turnpike toward our home in Dania Beach.

At approximately 10:30 p.m. as we approached our Turnpike exit at Griffin road, the vans temperature gage started to go up. We watched it carefully, it was running hot, but fortunately we had made it home.

June 19th 2003

At 10:30 a.m. we drove the van to our regular mechanic to see why it was running hot. By the time the van made it to Romeos Auto Repair on Dixie Highway coolant was shooting all over the engine. When my mechanic looked under the hood he was shocked. He pointed out that the oil cap was not even screwed on and that the engine cover underneath the cap wasn't even set in right. He also pointed out that the breather hose to the throttle body was not connected either. At this point I was furious. How could mechanics let me drive 250-miles in the rain in a vehicle in this condition?

Well, at least I was protected by AAA, or so I thought. I called AAA for a tow truck to take me to the nearest Tires Plus Total Car Care. The closest location was at 201 North Federal Highway. When I arrived there I told Floyd and Charlie the two mechanics that I dealt with there, about the van and that there was something wrong with it. I didn't know what was wrong. I didn't even let my mechanic touch it I just had it towed back to them.

I waited to find out what the problem was with the van. In the meantime I contacted AAA and asked the person I spoke with about AAA guaranteeing the work and she told me that .........

Tires Plus Total Car Care was NOT one of their CERTIFIED AAA REPAIR FACILITY. Oh really I replied.

In the meantime the mechanic Charlie at the Tires Plus Total Car Care in Fort Lauderdale told me something to the effect that the problem was the water pump and they didn't do a very good job referring to the work done in Orlando at the Tires Plus. I told him to please fix it so that I could have the van back.

I spoke with Floyd one of the mechanics and asked him if I could have the parts. He at first said yes then he told me that he could not give me the defective water pump, because they needed it to get a credit in that store. I said I could understand that, but then I wanted to talk to the main office. By this time my cell phone had died and I asked to use their phone to call the corporate office. Floyd told me to be patient and wait, and that they would fix my van. I wasn't going to yank the phone across the counter like I wanted too, and rant and rave to someone at the corporate office, so I very calmly sat and waited.

The van was running at about 5:30 p.m. and it was too late to go back to my mechanic that day. I continued to drive it that evening.

June 20th 2003

I drove the van to my mechanic, after dropping my husband at work, and could not get an appointment that day. He did look under the hood at my request to see whether it was okay to drive through the weekend.

Well, the oil cover was replaced properly, but the breather hose to the throttle body was still not connected, I asked him to look further and he noticed that a bolt was missing that holds on the ignition module and coil packs. He said it was drivable and I have an appointment on Monday June 23 2003 to have it looked over completely. I do not have the funds for him too completely open up the engine to see if the fuel injectors really were replaced. Coincidently they are the same fuel injectors I replaced on January 28th 2002, and I DID NOT GET MY PARTS THAT I REQUESTED TWICE from the location in Orlando that did the work.

I did not have any problems driving up to Orlando with the van. I did notice that the coolant system was not right by the fact that I did not see any coolant in the system. but how would that affect the fuel injectors. How come the Bad fuel injectors are the same ones I replaced. How come I parked the van and both fuel injectors automatically broke. I can see if the coolant leaked out because the water pump was bad. But no one explained how the two were connected. I asked Kevin and he explained that the fuel injectors broke probably due to a carbon buildup that he was willing to fix for the additional $300.00 charges I mentioned above.

This is why I contacted your company, by phone on June 20th 2003, and why I have spent the better part of my day typing this letter to you. I feel that AAA let me down. I feel that your company outright lied to me that they were AAA certified. I seriously have doubts about whether my fuel injectors were bad, or if they were even replaced. I spoke with my mechanic, and the mechanic that change the water pump at your Tires Plus in Fort Lauderdale, and they both told me that a water pump replacement is about an half an hour job. Why was I charged $112.00 in labor? What is $25.00 Misc. shop supplies? Why did Kevin forget to charge me the $80.00 diagnostic in the first place? I wasn't told that at all when I walked in! I asked if they were AAA certified and the man said yes. Nothing about an $80.00 diagnostic charge.

Why did your people tell me they were a AAA certified repair facility? Does your store manager Kevin and the tow truck driver have a scam going on to rip off people because they happen to have broken down and were staying at a $200.00 a night resort and they look like an easy target. Would this have happened to me if I stayed at Motel Six? I do not understand why I was lied to.

Why was the oil cap not on my vehicle? Why is the breather hose to the throttle body, a part that was mentioned by Kevin that needed repair and that might have contributed to the fuel injector problem in the first place, not connected? Why is there a bolt missing on my engine? There is more that my mechanic told me that I can't even understand. He has told me that he will give me a diagram on Monday so that I will understand what else was left in an unsafe condition in my van. A van that I was assured was safe, to drive my family, at night, in the rain, 250-miles home. A van that I spent $867.63 at a supposedly AAA certified repair facility.

Even if the facility isn't AAA certified why did I have the experience I did. From my perspective it looks to me that I looked like an easy mark, since I was a female. I was in an expensive hotel so I would probably have the money to spend. I was from out of town so what recourse did I have. Would I wait until the next day for the parts? I couldn't, everyone at Tires Plus knew I HAD to leave that night. So, was I allowed to leave with substandard work so that I would not be able to return for the parts? If the van was not ready until Thursday, I would have driven back, and picked up the van during the day, the shop would be open and what excuse would there be for me not getting my parts? But, if I had to leave that night, the store was closed and my parts, my parts. Well where were my parts? Uh,........ I don't know! That is the answer I got I DON'T KNOW! I didn't get my parts. Well what could I do? What recourse did I have? If only the water pump didn't break I wouldn't even of known my oil cap wasn't on, or the other things that I mention above.

What would have happened if the coolant squirted in the engine through the open fuel cap? What would have happened if it happened while we were driving 75 mph on the Turnpike?

I honestly believe that I am the victim of a scam job and that my fuel injectors were not even replaced. Everything that happened at your repair shop is now suspect. How can I trust one thing when I was lied to the minute I walked in the door?

I am was contacting the credit card companies and my Bank of America to dispute the charges. I do not believe that I should pay for work that I specifically requested the parts from, and did not receive. I cannot believe that I was allowed to drive, and was assured that my vehicle was safe, a distance of 229 miles. I have no idea if my water pump was replaced or was even defective, or if the reason it failed the second time was because of the, not a very good job type of work that was performed on my van by your store in Orlando.

I want to know why this happened, and why was I lied to at the counter when at the very first moment I walked in I asked if they were AAA certified? Why did the tow truck driver believe that he was taking me to a AAA certified repair facility? And the big question of them all, why did I not get my parts?

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The Mickey Mouse job they did by splicing three seperate pieces of hose together to replace the elbow piece shown below. This is part of the coolant system.

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This picture shows a bolt that was used to replace the correct one on the right. There were also some of these same bolts missing. My mechanic had to fix the area before replacing the bolt. I can only imagine the damage of the vibration driving those 223 miles home on my engine with all the bolts that were missing.

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This clearly shows a missing bolt. Some pictures of bolts missing I cannot see. My mechanic has told me so much I can't remember it all. Two hours of labor for repairs for Tires Plus Butcher Job.

Now I just came from my mechanic and spent over $230.00 to have him loook at the van. I took pictures and here they are

Tracy

33004, Florida
U.S.A.

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17 Updates & Rebuttals

Tracy

Hollywood,
Florida,
U.S.A.

I am the original Poster of this story

#2Author of original report

Tue, February 15, 2005

I am so sorry to hear your story. I cannot believe that they are still doing this to people. I did settle with Tires Plus and recovered only the money I had spent on the bogus fuel injectors but not the original "Water Pump" job. I do not really want to revisit this issue but I am so sorry you got conned by this "Kevin" I was glad to have this experience behind me, but I still hold onto all the documentation in case anyone else wishes to take these crooks on. As far as the "Mechanic's" response. I am sure you take pride in your job, as does my brother who is also a mechanic. So, if my story seems inconsistent to you, it is probably due to the stress one experinences when you are treated like this. I do have to make one final comment. My Father was in the hospital for 21 days recently and if you think this story is bad, I can tell you one which is so much worse, and almost killed my father. So I guess I now have to lump SOME doctors and SOME mechanincs in the same group. Tracy

Michelle

Orlando,
Florida,
U.S.A.

Very upset too

#3Consumer Comment

Wed, January 05, 2005

Tracy, I wish I had read your report before I had the mistake of taking my vehicle to the Tires Plus located off of Kirkman Rd. I took my vehicle in to get two new tires placed on my SUV. My car was running perfect, just needed two new tires. After waiting almost five hours for these two new tires, and almost $400 later, I was given my keys back. I drove my car home, but noticed a rumbling feeling/noise coming from my front tires. I called Tires Plus and they said to bring my car back in, which I did. I told them it felt like my tires were loose and were going to fall off. One of the "mechanics" drove my car down the street to see what I was talking about. He said he felt the vibrations and heard the noise. He said that there was probably too much air in my tires (????), so he let out some air...then sent me on my way. I drove home again and felt the same things. I called back and asked to speak to the manager. "Shane" got on the phone and I explained my problem. He said to bring my car back in. This time I had "Shane" drive my car with me in the passenger seat. I pointed out the strange noises, and he said he heard them. He then stated that "sometimes people tend to start hearing things wrong with their car AFTER they get them fixed" implying that my car had always been making this noise. I was furious! I told him that I had owned my car for over a year and it had NEVER made a noise like that before. He had the mechanic lift my car up again so they could look underneith. He said that I need new struts/shocks? And for over $300 more they could fix the problem. How did my car all of a sudden need new struts/shocks after getting two new tires put on? I contacted the corporate office of Tires Plus and had the same hassle of trying to get someone to return my calls. Finally I was able to speak to someone and explain my problem. I explained my dissatisfaction with my service and by the comment made by the manager "Shane". I was assured by the person on the phone that this was out of the oridinary, and to go back to the store and ask to speak to a different manager Kevin Beckwith. I went there the next morning, walked right up the front counter where "Shane" was standing and asked to speak to Kevin Beckwith. "Shane" stated "I'm Kevin". WHAT?!? I said, "You told me your name was Shane." He said, "No, that's Shane out there" pointing to another man. So he had lied to me about his NAME??? I was beyond furious now. I was so over dealing with this company and their lies, so I left. My car still makes a rumbling noise/feeling when I drive. I am still in search of an honest mechanic to fix my car.

Dean

Halsey,
Oregon,
U.S.A.

Advice and answers to a couple of your issues

#4UPDATE Employee

Tue, October 26, 2004

First I must say I am extremely sorry to hear of your ordeal. I am a mechanic myself and take ALOT of pride in my work. As to the people you are complaining about and to, there is only one person really responsible in this and you have yet to even contact him, Try talking with the mechanic himself and find out what happened. I know in my place of employment managers ARE NOT in close contact with the mechanics, there is usually a shop forman or service writer that takes care of that. As for the ASE certification, unfortunately it is nothing more than a multiple choice test for different areas of repair on a vehicle. I know mechanics that are Master certified in ALL areas of car repair but in a hands on situation they have no clue as to what needs to be done. Just because someone is book smart doesn't mean they can physically fix something. And also in your replies/updates you should get your story right in each one. The miles you drive keeps changing and you go from some bolts missing that hold accesories on (pics) to bolts that hold the engine in missing. Sorry but there is absolutely no reason for someone to remove the bolts that hold the engine in while performing any of the work you described. Moral of the story: If a mechanic is ASE certified, clean cut and has a nice fancy toolbox he still may not have the experience to fix your car. Anyway once again I am very sorry you had to go through this nightmare. I hope you get everything fixed up on the van. Best of Luck

Bradley

Derry,
New Hampshire,
U.S.A.

TRACY I AM SO GLAD I READ YOUR RIP OFF REPORT

#5Consumer Suggestion

Mon, March 08, 2004

Tracy I am SO GLAD I read your rip off report. I and my family were thinking about getting AAA memberships even though I had heard some minor complaints with their service from others (mostly long waits for the tow truck) So I decided to just do a little checking on the net first and BOY LOOK WHAT IVE STUMBLED ONTO! Needless to say, AAA wont be getting a membership application from me now. I hope your situation gets resolved. P.S. I really enjoyed your link to the tampabay bizjournals article- Its amazing how fast some people can react when they think THEY are losing money.

Mercedes

Orlando,
Florida,
U.S.A.

Goodness!

#6Consumer Comment

Wed, August 20, 2003

I can't believe I waded through the majority of this... That said, my comment is really a partial suggestion. While I understand, from personal experience, that car frustrations can bring out a certain amount of venom - I believe you may be casting stones in every direction possible, and perhaps a bit unfairly? Saying AAA is responsible for your substitute mechanic's behavior, is a bit like saying that you are responsible for kids that choose to bounce their head on your sidewalk and get injured. Despite all your good intentions, you just can't be in everyone's head, every minute of the day. If I could, my employees wouldn't make mistakes, intentional or otherwise. Issue at hand - PEOPLE ARE HUMAN. That said, the Tires Plus thing is over the top. Suggestion? Contact AAA Headquarters - located in Heathrow, FL. Over AAA South... and even though you appear to have a lot of time on your hands - I suggest you make it short and concise, and let them contact YOU for details. I.e. During a recent visit to Orlando, I attempted to utilize your certified mechanic program when I needed roadside assistance. I now understand that AAA used a contractor to assist me, the end result was that I didn't get to one of your certified auto repair facilities - and had a very undesireable experience. I appreciate that you value your members and what we have to say. Will you please contact me? I have cancelled my membership, but in all fairness wanted to at least bring the issue to your awareness as I have always placed my trust in you" End of story... no 19 page novel on the details. Buttering up works better than stooping to vaseline comments. And I would be AMAZED if you don't get a response. When they call, propose a solution? I would like the contracted vendor who gave me errant information to work out a refund on my behalf from Tires Plus. Will you, AAA, please give me advice on this, I'm frustrated. Try it. Succinct, short. Courteous. If it works, please post here and advise. Good luck to you!

Mercedes

Orlando,
Florida,
U.S.A.

Goodness!

#7Consumer Comment

Wed, August 20, 2003

Mercedes

Orlando,
Florida,
U.S.A.

Goodness!

#8Consumer Comment

Wed, August 20, 2003

Concerned

Tampa,
Florida,
U.S.A.

From a concerned employee... I am troubled by your article

#9UPDATE Employee

Mon, July 07, 2003

Tracy, I am an employee of Tires Plus in the Tampa area.. I am troubled by your article, as I would like to think that we, as a company are better than that. But, alas, I cannot speak for everyone! PLEASE call our corp. office, at 800-269-4424, and wait for the receptionist, Eva to pick up. Please tell her that you have a serious customer satisfaction issue, and you would like to speak to Karen Glass (the CEO's administrative asst.), or Stu Waterson (the CEO) himself. They would be most interested to hear your story, and I am sure that they would arrange for a prompt refund! ALso, The person that is directly above Lloyd brasher would be his Rvp, Joe Scalera. You can find him at the Apopka, Fl store, that is where I believe his office is located.. I truly wish you the best, and I hope that this is resolved to your satisfaction - concerned employee

Tracy

33004,
Florida,
U.S.A.

discovered that Firestone/Bridgestone had bought Tires Plus back

#10Author of original report

Sat, July 05, 2003

Update: Well I took a little break from this ordeal over the holidays but Lo and Behold an e-mail arrives in my box from Firestone the apparent owners of Tires Plus Total Car Care. I had done some research on the web and discovered that Firestone/Bridgestone had bought Tires Plus back at the end of 2001 or so. I e-mailed them and told them that I was not getting much response from Tires Plus and asked them if they owned Tires Plus and to make them aware of how Tires Plus operated and how they treated their customers. I will just post my e-mail, their response and my response to them. I also want to let you, the reader, know that I still have not received any answer from anyone at the corporate level, none at all. Now Kevin Beckwith the store manager at the Tires Plus I went to in Orlando, who was calling me, has stopped calling as well. I thought there was hope in the fact that he called, but now I don't know. This is a model nightmare company. This is a lesson on how NOT to treat your customers. Now my first e-mail My Subject line was. Do you guys own this company? I seriously hope not. I am trying to get someone to help me at Tires Plus Total Car Care in Clearwater Florida. According to this site your company owns some interest in Tires Plus Total Car Care. http://www.usatoday.com/money/autos/2001-08-10-firestone-morgan.htm If you own these store than look at what they are doing http://www.ripoffreport.com/view.asp?id=61525 NO ONE WILL CONTACT ME FROM TIRES PLUS. Please Respond so I will know if you are involved with these crooks Tracy Then I get this back............... Please include the following line in all replies. Tracking number: WT20030625_0000000044 Dear Ms Pizura: Thank you for contacting our Consumer Affairs Department. Although the Internet is a valuable communication tool, we have found the most efficient method of assisting our customer is often an 'old fashioned' phone call. Tires Plus Consumer Affairs Department can be reached at 1-800-440-4167, Monday through Friday, 8:00 AM to 5:00 PM in each time zone. Sincerely, Consumer Affairs Bridgestone/Firestone, Inc. Retail Operations So I sent them this...... I received your e-mail Yes, mystery person, long long ago in a land very far away, when a phone call was made to a corporate office, you got to speak with someone that was concerned about your problem. So, on June 20 2003 around 4:00 p.m. I placed a call to the exact same number you have given me here. Now I have been waiting since then for SOMEONE to call me back. So far the only person I hear from is a person named "Rod" who calls me consistently after the required 2 days that Tires Plus has written into their constitution, that I must wait everytime my "case" get forwarded to another person higher up the food chain. I have waited for a Lloyd Brasher who is obviously to busy too call me back. Then I waited for Bruce Morgan, also too busy to call me back. I spoke with Rod again, for the fourth time now, on Thursday July 3 2003. He expressed surprise at the fact that my complaint did not seem important enough to ANYONE to call me back. He is now going to forward it up to the corporate office. I now have to wait the required two days for them to call me back. The reason I contacted your company was to shorten the time it took before I was eventually forwarded up to you. Big mistake I see. You, whoever you are, are more concerned with disrespecting me, my complaint and the time it took me to research and discover an alternative method to reach SOMEONE who actually cares. Your e-mail is insulting at the least. More insulting is the fact that you did not sign it or give me any indication that you or your company cares one bit about me. Do you even know what my complaint is? Well, maybe if I contact the media in each and every state your Tires Plus Operates in, and all the regulatory committees in each state and ask them. What do you think of a car repair facility that let a family drive 250 plus miles at night, in the pouring rain with no oil cap, five missing bolts on an engine, various "invented parts", hoses not connected and such substandard work that it broke down barely one mile from our home? For this privilege I paid over $800.00 and did not get my parts back that I specifically asked for several times. By now I do understand the philosophy of your company and all the companies that it owns. PASS THE BUCK TO SOMEONE ELSE! So I have decided to approach this the "old fashioned" way. First I have already contacted all the regulatory boards in my state. I have also contacted the Better Business Bureau in two Florida cities. I have contacted the Orlando Sentinel about this and am working on contacting more local media in the Orlando Area. I have posted my experience on Badbusinessbureau.com and ripoffreport.com and continue to follow up regularly. In fact I think this e-mail qualifies for additional posting just to let the public know how arrogant your company really is. If anyone knew what was going on at any of your companies they would of realized by now that I repeatedly have called the Guest Services number and up until now have gotten NO RESPONSE!!!!!!!! apart from "Rod" who is the only person who cares enough to follow up. A clerk or phone operator that has more sense then his bosses I conclude. I now know that the impression that I have of Tires Plus Total Car Care and the Firestone/ Bridgestone company who own it, have some very incompetent people working for it. Poor communication and the worst customer service I have every experienced in my life. Maybe someone should do some research on ""Old Fashioned" customer care and pick up the "Old Fashioned" phone and call me back instead of sending me this ridiculous e-mail and insulting my intelligence in suggesting that "I" pick up the phone and call you again. This e-mail, that for the record NO ONE signed. I will post this up on the most valuable communication tool I have found to expose companies such as yours to the world so that they all can see how you operate. And I at least have the guts to sign my name. Not ashamed to sign,

Tracy

33004,
Florida,
U.S.A.

Mr. Kevin Beckwith, Thanks for treating me with respect.

#11Author of original report

Sat, June 28, 2003

June 27 2003 Update, So far I haven't heard from Lloyd Brasher yet. Mr. Beckwith called me again today and he is trying his best to make this right. We had a very pleasant conversation today and he is genuinely trying to work out some kind of resolution to all of this. At least we are beginning to communicate and understand each other's position. I have a lot of respect for Mr. Beckwith, he is the kind of person that stepped up to the plate and admitted that there were mistakes made. That is all that I can ask of anyone, honesty and integrity. Thank you Mr. Beckwith I appreciate the respect. Unfortunately after I spoke with Mr. Beckwith I went out shopping and the van is misfiring badly. So, it's back into the shop on Monday. I just hope there isn't more damage than I thought. A Rod called me from the corporate office today; he is the same guy I first spoke with on June 20th. I asked him where Lloyd Brasher was and of course he didn't know. Now Iknow Mr. Brasher got my letter. I sent two, one regular mail and one two day, certified, return receipt requested. So there is no doubt that SOMEONE at the corporate level KNOWS what happened and how upset I am. I am beginning to believe that they just don't respect the fact that I am a customer. In fact, the number I called is Guest Services? Oh, sorry I'm a guest. Lets see, I looked in the dictionary because I am not sure about what they mean by "Guest" guest (gest) n 1. One who is received and entertained by another or others, as at a party or meal, or for a visit, etc. 2. One who pays for lodging, ect., as at a hotel. That must be it, I though I was a customer, maybe that's the problem? Rod is going to forward my complaint to a Bruce Morgan, I wonder if he is related to Larry Morgan. Mr. Bruce Morgan has 2 days to get back to me, something about their company guidelines. I sure hope I don't have to go all the way to the top of this company, those 2 days add up. Well, maybe I'll call them while I am waiting at my mechanic on Monday to thank them for treating me like a GUEST. Next time I'm on vacation I think I'm renting a car.

Tracy

33004,
Florida,
U.S.A.

Mr. Kevin Beckwith, Thanks for treating me with respect.

#12Author of original report

Sat, June 28, 2003

Tracy

33004,
Florida,
U.S.A.

Mr. Kevin Beckwith, Thanks for treating me with respect.

#13Author of original report

Sat, June 28, 2003

Tracy

33004,
Florida,
U.S.A.

Mr. Kevin Beckwith, Thanks for treating me with respect.

#14Author of original report

Sat, June 28, 2003

Tracy

33004,
Florida,
U.S.A.

Mr. Beckwith keeps in touch...............

#15Author of original report

Fri, June 27, 2003

Not much to report today. Mr. Kevin Beckwith called me again today, as he said he would. Thank you Mr. Beckwith for respectfully keeping in touch with me. You explained that you did not have the answers that I needed but since you told me that you would call me today, you did. I respect you for that. At least I have some indication that the issue that I have with the company you work for, is being looked into by someone. Now, Mr. Lloyd Brasher or someone from the corporate office, someone should have at least returned my calls, even if it was to say that the store manager will deal with it. You know, that's what really pisses consumers off. When you call the corporate number, leave several messages, and no one calls you back. I called a guy from the ASE website and he called me back three times. From out of state. I wasn't even a customer of his. Never spent a dime for goods or services from the company he works for that would somehow make it into his paycheck, but he. called me back. Well, there is always hope..............

Tracy

33004,
Florida,
U.S.A.

Reveived a call from Mr. Kevin Beckwith today...

#16Author of original report

Wed, June 25, 2003

Update: Today at 3:30 P.M. I received a call from Kevin Beckwith, the store manager of Tires Plus Total Car Care Orlando location where I had had my van. I basically let him have it; I had just gotten off the phone from AAA their story is below...... I told him everything that I have stated here on this web site. I was surprised at receiving a call from him, as I had been trying to get in touch with a Lloyd Brasher at the corporate Clearwater Florida number, who STILL hasnt returned my calls. Mr. Beckwith was very apologetic, and basically couldn't speak for at least five minutes until I was done explaining my complaint. I explained that I was very, VERY upset over what was done and NOT done to my van, and he gave me the impression that he did not have very much information about my entire complaint. He seemed surprised at my anger about this and I then asked him some questions. In answer to my question about why I received the answer Yes to the question Are you a AAA certified repair facility he stated that they get a lot of tow business from AAA. So this was the reason he thought I was told they were AAA certified. He thought they were AAA certified too. The question about the invented part in my van. He wanted more details about what I was describing to him because the particular mechanic that did my water pump was not working today. He also stated that some times due to time constraints on not being able to get a specific part they will improvise He wanted me to tell him what piece it was and what part it was connected to. I told him a hose and I explained to him what the piece that was there looked like. I told him to visit www.ripoffreport.com to look at the pictures, because I was not a mechanic myself and it looked pretty funny to me. Then I asked him why I was missing so many bolts? His answer, I don't know I asked him about the oil cap not being on. His answer, I don't know I asked him about the throttle body breather hose not being connected? His answer, I don't know On the big question about Why didn't I get my parts? He stated that he himself had written that I had asked for my parts on the work order or whatever they call it, and he had told the person doing the work on my van that I was to definitely get the parts. So far he didn't know why James Punderson didn't know where my parts were, or why I didn't receive them. He wanted me to tell him what else was wrong with the van. I told him that he would have to talk to my mechanic because he would be able to describe it better. He wanted to know exactly where the missing bolts were from and I told him I had pictures, but I didn't know what the areas were called. I also told him that I was going to contest the bill. I didn't think that I should pay one penny. Given the simple fact alone on how I was left to drive my vehicle in the condition they left it. I did not believe that the work I was billed for was done, due to the nature of how I was treated, and the suspicious circumstances surrounding the early closure of their store. Combined with the fact that I did not get the return of my old parts as proof. I also told him that I think Tires Plus should pay for the parts and labor that I had to pay for another mechanic to replace missing bolts, drill new holes from stripped areas that held the wrong bolts, repair bent parts in my engine from the vibrating engine for the 250+ miles that I put on my van since they worked on it. They should pay the postage for the letters I have to send out to them and AAA. And any other valid expense that I have regarding their Butcher Job to my van. I told him that we only have one vehicle and we don't own a home. We take very good care of this one vehicle because it is all we have. We pay 25% of our income for the car payment alone. Not to mention insurance and everything else. We take excellent care of our van. Make all the oil changes on time, new tires, everything. I have all the receipts. I asked him how he could, as a Store Manager of this place, let my car go out in such a condition. I told him that now my van does not run right. Even though I spent more money to correct the mistakes. I have trouble accelerating and it feels like it's going to stall when I'm driving. I asked him what he thought would happen to a van that was missing several bolts to secure the engine, oil cap not on, hoses not connected and curious invented parts, that was driven over 250 miles. That then had to be returned to one of their stores not even 24 hours after they did the work. And, that also needed to be taken in for additional repairs. He did not have an answer for this. I asked him why he wasn't there when the store closed and he said he came in at or before 7:00 a.m. and that it was a long day for him. So far I haven't been given one answer that satisfies me. Not one. I asked how one of his, or more than one, of his mechanics could let a vehicle leave their shop like this, and he doesn't know. He is a manager who should know! Should I look under the hood to be sure the work was done properly? Isn't that what I paid for? I did point out to Mr. Beckwith that this kind of butcher job could have killed someone. I am very grateful that it didn't, but what could he say about it NOT happening again. Nothing, he doesn't know. And I am curious to what ASE certification is. Shouldn't at least one mechanic be certified in a repair shop? Automotive Service Excellence, What does that mean? Now I did some research today online. Read this. http://tampabay.bizjournals.com/tampabay/stories/1997/05/26/focus1.html Now I'd like to believe "this owner guy" is serious, but so far I have been waiting for someone to contact me that knows some answers. I have called the corporate office in Clearwater Florida for three days. I am done calling. I filed my complaints with the court of public opinion right here, and some of the regulatory departments in my state, as well as the BBB. But I really don't know what they will do. I will try and understand why this happened at the store in Orlando, but I will not try and understand why the corporate office hasn't returned my calls, when I called and left several messages. This is NOT good customer service. Mr. Larry Morgan or Mr. Don Olson are you listening? Firestone/Bridgestone did you guys buy this company? AAA called me today as well, here is that story. June 25th. 2003 Update: Today at 3:06 I received a call from a Mike Johnson at AAA Auto Club South. He was very apologetic and acknowledged that I had indeed been taken a repair shop that wasn't AAA certified. He also told me that AAA had contacted the towing company and the driver of the tow truck said that he has only been working for RPS Towing for a few weeks and had asked Tires Plus if they were AAA certified. He told AAA that he had called them in my presence in the tow truck. I remember him being on his cell phone. Mr. Johnson said that their records evidenced all the details I had described in my letter concerning specifically asking for a AAA certified repair facility. We basically got to the point that my issue was with Tires Plus because of the repair work. He stated that had I not had problems with my car and the water pump, then I would not have an issue with AAA Auto Club South because I would of never found out whether Tires Plus was AAA certified or not. He also told me that they have a Pamphlet that is 25 pages long with all the certified AAA "Certified" repair facilities that will back you up if THIS happens to you. I explained that I was not out for blood, and I wasn't out after the toy truck driver because he called Tires Plus and they basically lied to him. He did his job by believing what he thought was true as I did by believing the same source. Mr. Johnson also said AAA will look into the Tires Plus for claiming they are AAA certified. He also said to make sure there is a sign or sticker such as a credit card sticker on the door, when you enter a repair facility. Or you can call AAA and tell them where you are and they will verify it for you. We ended the conversation with him personally sending the Pamphlet with the certified shops to me for my state of Florida. This is for any future breakdowns. He is also sending 8 or 9 pamphlets to the Orlando area to educate the Tow drivers on where to take AAA members. Am I pleased? Well I don't think this should have happened in the first place. But, I don't think the blame lies more with the tow driver than with his bosses, RPS Towing, or AAA Auto Club South for contracting them and not providing the information to them as I requested. Basically for not doing "their" job in the first place. "I" think that this pamphlet should have already be in the possession of the Tow companies. That is my opinion. I will not renew my membership in the future. I will seek out another Tow Company or research and developed a plan of action, on my own, before I go on a journey. Had I done this I would of been sure to research a tow company, a certified mechanic or repair shop before I left home, rather than trusting someone else to do it for me. For which it cost me about $70.00 to belong to their "Club". I will just not do business with them in the future that is all!

Tracy

33004,
Florida,
U.S.A.

We have two days to get back to you I was told......

#17Author of original report

Tue, June 24, 2003

Well, To all, an update. I called the Tires Plus guest services number 800-440-4167 both yesterday and today. Whomever answers the phone can't seem to get a Lloyd Brasher to take my calls. I was told on three seperate calls one on Friday, one on Monday and one Today, that he would get back to me. Well he has my cell phone number and my home number. He should of called me yesterday because I was stranded at home while my van was in the shop. Obviously they do not see the seriousness of this problem I wonder if he would have had the time to answer my call if one of my family had been killed. I get the same old answer, "He has two days to look into the matter before he can get back to you" Well, his two days, (of course, business days weekends don't count) are Monday and Tuesday since I called him first of Friday. My days are 4 days, since I had to live through and count the weekend in my world. So, I guess you have to get seriously hurt, get a good lawyer and sue the pants off of them. But, when you try and prevent this from happening to some other poor victim they just don't have the time. Anyway, out today went four certified letters to all parties involved. I also am one pissed off housewife with DSL. So, I will e-mail and contact as many people as I can at AAA Auto Club South since they will not even have a thing to do with me. And I am sending my story to all the regulatory departments in my state. And, anyone else that will listen. And Dont Forget, Thank this web sites owners for a place to post your complaints. If it weren't for this site I would be alone in this. If I just prevent one person from experiencing this nightmare then this site has done a wonderful job for the community. Thank you for reading

Tracy

33004,
Florida,
U.S.A.

Just got back from the mechanic

#18Author of original report

Mon, June 23, 2003

I just got back from the mechanic and there is about 5 bolts missing. I have pictures of such a mickey mouse job it is unbelievable. I could of been killed. I just can't believe this buy a ASE Certified mechanic

Reports & Rebuttal

Complaint Review: AAA Auto Club South - Tires Plus Total Car Care - Orlando Florida

Tires Plus Total Car Care AAA Auto Club South ripoff car repairs spent $867.63 Barely made it 223 miles, oil cap not on and worse ripped off and scammed Orlando Florida

*Author of original report: Just got back from the mechanic

*Author of original report: We have two days to get back to you I was told......

*Author of original report: Reveived a call from Mr. Kevin Beckwith today...

*Author of original report: Mr. Beckwith keeps in touch...............

*Author of original report: Mr. Kevin Beckwith, Thanks for treating me with respect.

*Author of original report: Mr. Kevin Beckwith, Thanks for treating me with respect.

*Author of original report: Mr. Kevin Beckwith, Thanks for treating me with respect.

*Author of original report: Mr. Kevin Beckwith, Thanks for treating me with respect.

*Author of original report: discovered that Firestone/Bridgestone had bought Tires Plus back

*UPDATE Employee: From a concerned employee... I am troubled by your article

*Consumer Comment: Goodness!

*Consumer Comment: Goodness!

*Consumer Comment: Goodness!

*Consumer Suggestion: TRACY I AM SO GLAD I READ YOUR RIP OFF REPORT

*UPDATE Employee: Advice and answers to a couple of your issues

*Consumer Comment: Very upset too

*Author of original report: I am the original Poster of this story

17 Updates & Rebuttals

I am the original Poster of this story

Very upset too

Advice and answers to a couple of your issues

TRACY I AM SO GLAD I READ YOUR RIP OFF REPORT

Goodness!

Goodness!

Goodness!

From a concerned employee... I am troubled by your article

discovered that Firestone/Bridgestone had bought Tires Plus back

Mr. Kevin Beckwith, Thanks for treating me with respect.

Mr. Kevin Beckwith, Thanks for treating me with respect.

Mr. Kevin Beckwith, Thanks for treating me with respect.

Mr. Kevin Beckwith, Thanks for treating me with respect.

Mr. Beckwith keeps in touch...............

Reveived a call from Mr. Kevin Beckwith today...

We have two days to get back to you I was told......

Just got back from the mechanic

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