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| - AVOID! I have been going to Mr. Tire at Penn Hills (Store #888) PA for 2 years. I have never questioned the service I have been told I needed.
I took my car into the shop on Friday Aug. 16 at 3 pm for PA state inspection. When dropping my car off, it was making no noise, had no problems. I picked my car up on Sunday, August 18th at 3pm.
Upon paying $931.92 for a new exhaust (cadilitic converter had already been replaced - so from it to the muffler) and a drivers side front wheel joint, I began to drive home, only to notice once I got onto the interstate that my car was making more noise than when I took it in. (It was also suggested that I get my front brakes replaced, but I was told I still had 2+ months out of them) My steering wheel was shaking like crazy and when I hit the brakes there was a chirping sound along with other sounds (Not grinding when your brakes typically need replaced) all coming from the front end of the car where the ball joint was replaced.
I promptly returned to the store. My car was looked over. I was told that it needed balanced. So they balanced it and drove it, that didn't fix it. I was told it was a slightly bent wheel and they were rotating the wheels (again. And there was NOT a bent wheel when I dropped it off) I was then told it was a defective ball joint that they had put in and that I needed to bring it back when the mechanic who had already done the repairs was working. But, I was safe to drive it till I had time off again (Friday) and told to go on way.
I drove home crying that day, because of the horrendous sounds my car was making and the way it was driving. I did NOT feel safe driving it, so I took time off work and returned on Tuesday.
When I arrived Tuesday, My car was almost immediately taken in. This is when the trouble began. First, I was told my cars just needed the brake pads clean. Then an alignment. Then a balance. Once the last of that was done, I was told by the acting manager that I could go on my way and only return if I was displeased.
I drove a loop I was familiar with near the Mr. Tire to ensure that there was no additional noise and shaking. I promptly returned and asked the acting manager or mechanic to drive with me so they could hear the noises I was hearing. When we got back to the shop, the assistant manager seemed to lose his cool. He slammed my doors stated "F-this. You are getting free new back brakes and rotors and I am giving you a full refund for the money you spent on Sunday and I am washing my hands of this car." Please keep in mind there had NEVER been any problems with my back brakes, everything was stemming from the front of my car, where they had replaced the wheel bearing.
I went into the shop and called customer service. I could not believe that I was being told that they were "washing their hands clean of my car when we hadn't replaced this defective ball joint, and we hadn't figured out what the problem was. My agent said she would call the shop and instruct them to take care of the ball joint and also agreed that the refund was warranted.) When the acting manager came back in, I confirmed that I was getting a full refund on the money spent ($931.92, there was also a witness in the store during this time that heard me confirm it.)
It turns out that the problem, in the long run, was a warped front drivers side rotor. Which was replaced, after I called customer service and they called the shop. But, this so called "defective" ball joint was never replaced and my car is still making a clicking sound when i turn left (mysteriously onto the SAME side that they did all the work.)
When I called customer service on Wednesday to ensure that my return had been submitted (which it had, but I wanted to check due to the fact that the acting manager was sure to tell me numerous times that he was going on vacation). I then received a phone call from the manager of the Mr. Tire I had been going to. Who told me that the acting manager did not have the authority to tell me I was getting a refund. I explained that it was not my fault that their employee had given me this information. He is a representative of the business, the acting manager at that time. If he states I should be getting a refund, that refund should be happening.
I later spoke with the regional manager that refused to approve the refund. I was given his supervisor's number - who has yet to return my phone call. I called customer service and was told by an upper manager that I was disrespectful and ungrateful for requesting the follow through of the refund.
After the ways I have been spoken to from the Acting Manager (saying F-this, except using the whole word) clear through upper management in customer service. I have lost all respect for this place of business. They do not treat their customers with value, with respect.
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