Complaint Review: Anaheim Hills Tire - Goodyear Tire Store - Yorba Linda California

Mike, the filter that was retrieved from the dumpster WAS the oem filter that came out of my wife's car. It was an "exact fit" and it IS the same one. You are trying to place DOUBT on my complaint and as you said, you are not even a party to the transaction, so I hope that you are going to keep your word and not keep trying to get in the last comment. If you clean up your act (meaning the company, not you specifically), your reputation will be OK. One complaint is not going to put anyone out of business.  Dan

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Dear Dan from Anaheim,

I made an effort to address every point in your original report.  The bottom line is that you and I were not there on that Saturday.  I also understand the filter you found in our dumpster on Sunday was not the right shape and clearly not even yours.  Evidently, you want to base your slanderous accusation on a business deal you never had; concerning a filter you never saw. 

In this case, I will rest on your wifes judgment.  You make her out to be someone who doesnt know how to play show and tell.  I just don't believe it.  In my experience, every Californian driver can be trusted to accurately judge the dirtiness of an air filter.

Tim does not work here anymore, but he is still a good friend.  He used to work on my car, and about a dozen customers used to specifically request his services.  He is missed.

By the way, this will be my last word on your air filter complaint.  Anything else would be repetitive in regards to a small issue that happened a long time ago.  It is time to stop the customer abuse, Dan, so try being nicer to your mechanic.

Sincerely and best wishes,

Mike

You spent plenty of words but not addressing the issue. A perfectly good, LIKE - NEW filter was replaced. This is customer abuse. My wife is not knowledgeable about automotive topics and she allowed Tim Nguyen to replace the filter on his WORD that it needed replacing, respecting his higher knowledge, and he betrayed this trust. If you want to re-establish a GOOD reputation, you need to start being honest with customers and tell your co-workers to do likewise.

Dear Dan from Anaheim,

            My name is Mike.  I was a Service Writer for Anaheim Hills Tire, Inc. for several years.  I left for about a year, and now I am back.  Your rip-off report is well known there, and I was told about it the day I returned on January 2^nd, 2010.  I asked a couple of veteran customers if they would post a positive report, but they are not web-savvy, and frankly, neither am I.  Since then we have been busy, and I forgot about it.  I have always, however, planned to address itso here goes.

            Your story was a little mixed up, so I will do my best to address all your concerns:  That $25 oil change, rotate and balance front tires, (you forgot to mention the tire balancing), is one of the best deals in town.  Enough said about that.

            As far as your Cabin Air Filter (CAF) goes, Ill take your word for it about how clean it looked.  I wasnt there; I did not see it.  I even wonder if the filter they pulled out of the dumpster was yours.  I do know, however, that 10,000 miles on a filter is never new.  I also know that ATP, the leading manufacturer of aftermarket CAFs recommends replacing the filter every year or 12,000 milespartly due to its Hepa feature.  If you dont like that fact, I have a copy of that advertisement available to you seven days a week.  Personally, I like to delay the CAF change for at least 20,000 miles.  But its your car and its up to you.

            For those of you that are unaware, a CAF is for you and your passengers.  It keeps he air clean from dirt, allergens and other debris.  It filters all the air that goes through the heater, air conditioning and vent.  Labor is charged depending on the difficulty.  A clogging CAF reduces the air flow; it can mold and mildew and otherwise smell due to trapped debris.  It is common to find a variety of bugs.  I have also found dead birds and mice.  A clogged CAF can also trap condensation from the air conditioner and corrode portions of your vent control under your dash.

I understand John charged Dan from Anaheim $65 dollars for the Cabin Air Filter.  That is a pretty good deal!  Dealerships advertise an installed coupon price of $70, so with our high quality ATP filter and installation service you would have saved $5 with our regular price.

By the way, Dan from Anaheim, you were very clear about mentioning our prices as if they were part of your rip-off experience.  If that was your intention, you are wrong.  Price is never unjust.  Price is a choice.  Not only that, it is only one factor in a purchase decision.  If our fantastic prices were not part of your complaint then you should not have used them in your report.

My Dad told me once that, Everyone is normal until you get to know them.  That goes double for John, that guy you complained about.  Some people really like John, some people dont.  But I have to say, John is twice as knowledgeable about cars than your average Service Writer, and he can help you fix just about anything.

            And now to address your main pointTRUST.  It is hard to gain the trust of new customer.  I may only see him or her two times a year.  He doesnt know me and he may already be jaded from being burned by five other auto shops before mine.  You know, the least trusted profession, second to the legal profession, is the automotive profession.  I understand the feeling.  The unknown of needed auto maintenance can always be a little scary.

Like you, I was an automotive customer.  As competent as one may be in their field of business, the average customer does not know the overall condition of their vehicle, nor can they competently assess their vehicles needs.  Personally, I believe auto shop should be mandatory in high school.  I prefer a well-informed customer.  That way I can do more regular maintenance than emergency repairs.  Everyone is happier that way.

You are right, Dan from Anaheim, about people who rely too much on their Service Writer like they do medical doctors.  Unfortunately, it does not work to vote with your feet ever time you become suspicious.  What I mean is:  There is nowhere to go.  I have worked at eight automotive shops since 1987, including a dealership.  I know about guys from all over, and I can tell you there is no automotive sanctuary where everyone is honest, and no mistakes are ever made.  The best action for the customer is to read a couple of automotive maintenance books and politely quiz the Service Writer when you have questions.  If you disagree, you have the right to decline recommended services.  Its your car.

With all my experience, I offer two recommendations that will go a long way in making your auto shop experience more pleasant.  The first, in the words of President Ronald Reagan, trust, but verifyalways ask for your old parts before the work is done (I dont dumpster dive for anyone).  And second, interview several Service Writers until you find the one you like.  Im serious.  Prepare a few important questions and observe responses.  When you find a good one, give him all your business and refer all your friends.  The last part, referrals, is important because an honest Service Writer doesnt make a lot of money and he needs your loyalty.

So, Dan from Anaheim, Im sorry for your bizarre encounter in June 2009.  I understand that you were very FURIOUS.  So angry in fact that you forgot to mention in your complaint that: 1) We showed your wife how dirty the filters were before she approved the purchase.  We did not trick your wife or force the sale.  2) We refunded your money, and 3) We went out of our way to purchase Toyota filters and installed them at no charge.  Strange how we forget to mention the important things when we are upset.

If you find my rebuttal intriguing, you are always welcome to try us again.  I have worked for this store off and on for six years, and Jim, my manager, opened the store 20-years ago this March.  Our long-term vision does not include mistreating customers.  Believe it or not, as I can personally attest, this store is a rare gem in the automotive industry.

Mike Buck, Service Writer

Anaheim Hills Tire, Inc.