Complaints

• Initial Complaint

  02/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 25, 2025, I drove my 2021 **** Bronco, which needed new tires, to Tire Palace in ********, **. My vehicle had no prior damages, as verified by a passenger who documented their statement as they witnessed the car **** on the floor as well as photos beforehand that I have of my vehicle. I am meticulous about where I leave my vehicle and who is around it. While my vehicle was being serviced around the hours of 12:30 am to 3 pm, I stayed outside. I saw a red car come up next to mine, which was very distinctive with the red rims. I put my hand up to stop them as a car **** was connected to my car in their way, but an employee took over to help them and that's honestly when I heard a bang but didn't know that they had hit my car or where the bang came from as there were three vehicles being serviced in view. An employee working on my vehicle made me uncomfortable by asking if I was okay and what I was looking at every time I tried to check on my vehicle in their workspaces, mostly from the passenger side of the vehicle i could see but I couldn't see the driver side. At this point, I did not notice anything from afar. I watched outside until i was called into the office to make the payment while my vehicle was still being serviced. After making the payment, I left the facility.On Monday, I drove to work and parked in direct sunlight. That's when I noticed a diagonal hit from my lower rocker panel to my lower car door, with a dent and cracked paint on the lower rear passenger side of the driver. Upon inspecting under my car, I realized it was where the tire **** must have been placed to lift my vehicle. I promptly called the place to raise my concerns. The employee responded and said they would review the footage and inform me by the next day. However, they have not sent me the footage of the back tire being taken off & began to argue and say they can't understand how they sent me a video after the fact not the part of them taking my back tire off as requested.

  Business response

  02/05/2025

  Response to Customers Allegations of Vehicle Damage
  We take all customer concerns seriously and deeply regret any inconvenience caused. However, we would like to address the claims made regarding damage to the customers vehicle following service at ********************.
  The customer contacted us two days after their vehicle was serviced,alleging damage to the vehicle. While we are not liable for any damage that may occur after a vehicle leaves our premises, we take pride in our reputation for exceptional customer service. In this case, we thoroughly reviewed the situation and performed due diligence, including examining surveillance footage and communicating directly with the customer.
  
  Clarification of Events:
  The customers account appears inconsistent with the facts.Firstly, the **** was correctly placed at the rear of the vehicle,and the tires were dismounted from the car at that location. It is physically impossible to move the **** from the rear of the vehicle to the rear side once the tires have already been removed. The footage we reviewed confirms that the **** remained properly placed at the rear during the entire service. Additionally, no **** was installed on the rear sides of the vehicle, as claimed by the customer. The video footage, which was provided to the customer,clearly shows the proper placement of the ****.
  
  Furthermore,the customer then shifted the narrative, suggesting that the **** may have hit their car during service on another vehicle. They also claimed to have video evidence of this incident. We have consistently asked for the video proof, but to date, the customer has yet to present the evidence they claimed to possess.
  
  Our Position:
  While we understand that vehicle damage can be concerning, we firmly stand by our service practices. Every vehicle that comes to our shop is treated with the utmost care and attention, and we consistently maintain high standards for our work. The customer signed off on the invoice, which clearly states that they acknowledged all terms and conditions, including the fact that the business is not liable for any damages that may occur after the vehicle leaves our premises.
  Additionally, the manager personally conducted a walk-around of the vehicle with the customer prior to their departure. During this inspection, the customer confirmed that everything appeared to be in order and no issues were noted at the time. Based on the footage we have reviewed and the customer's failure to provide supporting evidence, we cannot accept responsibility for damage that we believe did not occur during the service.
  Although the damage the customer describes may be an inconvenience,we simply cannot accept responsibility for something that did not occur, especially given the footage we have reviewed and the customers failure to provide supporting evidence. While covering the cost of $300-$400 is not a significant burden for us, we do not appreciate being unfairly held responsible for something that was not our fault and do not tolerate attempts to scam or make false claims against our business.
  We remain open to further discussion and are willing to review any additional evidence the customer may present to resolve the matter.
  Thank you for your understanding.
  Sincerely,
  Tire Palace.
  ************

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