Tires Plus/Diagnostic Test Charges & Customer Service

Tires Plus, Store 06-11

5710 NW 183rd Street

Hialeah, FL 33015

February 27, 2006

Dear sir or madam,

I have never had a far worst experience in customer care than with your Hialeah, Florida branch. Your company markets itself as one that provides quality customer care and quality service. With my experience, neither of the two was the case. Not only was I charged for work that was unnecessary, but the actual supervisor, Rolando Gayarre, refused to honor the negotiated cost for an unapproved diagnostic test.

On February 25, 2006, I called Tires Plus-Miami Lakes and spoke to an employee stating that I needed a replacement on my timing belt. I stated the source of the problem and explained that I was driving when it snapped. The car was to be towed to them if they could do the work. He agreed and the car was towed.

When I arrived, a technician had performed a diagnostic test and verified that the timing belt did indeed snap. He added that the water pump would need replacement as well. When I read the work order, the document listed charges for a timing belt, water pump, diagnostic test, labor and taxes. I was charged for an $89.99 diagnostic test! The technician relayed my concerns to Mr. Gayarre, which resulted in a new pricing for the diagnostic test--$45.00.

Still unsatisfied for diagnostic test charges, I unwillingly agreed to pay them $45. When the technician further added that my valves may also need replacement, which could only be determined after the timing belt and water pump were placed, I then decided not to have the work done until a solid decision was made on my part with the mechanical work.

As I walked up to the register to pay for the diagnostic test ($45), Mr. Gayarre charged me $89.99 instead. I showed him the set cost of $45, which he agreed to. He refuted the agreement and snatched my work order from me. He insisted I pay him $89.99 for the diagnostic test--a test which was not necessary. I informed Tires Plus that I required a new timing belt and described the events that took place with my vehicle.

In the end, I was wrongly charged for a diagnostic test--one that was not approved by me and then treated with the worst customer service care. Because of my ill experience, I am not motivated to go to Tires Plus for future vehicular care and discourage anyone from doing so.

Rolando Gayarre needs more training on how to treat Tires Plus customers. He has ripped me off and showed no sign of appropriate management skills. I not only wasted $100.91 for a diagnostic test; I lost time and energy as well thanks to Rolando Gayarre--a sheer representative of Tires Plus service. If you want to keep your customers, I suggest that Tires Plus take the necessary steps to build consumer relationships first before overcharging them with poor service.

~M.M. Garcia

Journalist & Market Researcher