Meineke Car Care Center
United States of America#2REBUTTAL Owner of company
Mon, February 27, 2012
Mr. Harris brought a 1996 Ford Explorer with over 250,000 miles to our shop on November 4th 2009. We recommended everything that we could see that needed to be replaced and Mr. Harris accepted.
February 4th 2011 (15 months later) Mr. Harris came in with some concerns about his ride and handling of the vehicle. Keep in mind none of the parts were under warranty after 15 months, but we replaced his upper control arm under warranty at no charge, including a free toe alignment, and recommended some other parts that we saw needed replacement. Mr. Harris agreed to the extra repairs. Also note that at this visit his CV axle did not have any problems or leaks.
On March 3rd, 2011 (16 months later) Mr. Harris came back into the shop with a shredded CV AXLE. The CV axle had been 6 months out of warranty by this time but we replaced it at NO CHARGE knowing we would not get the manufacturer to cover it for us. The CV Axle had to have had a problem after the February 4th visit or it would have been seen at that time.
Also, Mr. Harris does not have his oil changed at a Meineke location and from November 4th 2009 until March 3rd 2011, according to Mr. Harris, he was not informed of any leak or CV axle problems from those oil change facilities.
I called Mr. Harris February 20, 2012 and have come to the conclusion that he does not want to work with us to resolve his problems. We have repaired and replaced parts under warranty that were not under warranty. We have been short and rude with Mr. Harris because Mr. Harris demands unreasonable requests. He told me today that if I would pay him what he is asking for, he would quit saying all these bad things about us. Thats when we decided to not try and help Mr. Harris anymore with his problems. We have been Platinum Certified in customer satisfaction many years in a row. You cannot achieve those standards by treating people as Mr. Harris recommends that we do.
Additional comments: Mr. Harris has a lifetime warranty for manufacturer defects only. The back of his invoice, which explains all of the warranties clearly, lets Mr. Harris know he was out of warranty and we replaced certain parts for free out of good faith.
Meineke #1632