Brought our newer Explorer in for an alignment and 4 tire change overs.
I had emailed in advance asking if the alignment and tire work could be done properly, without damage. Was assured that it could be, as other shops had not been able to complete the work without issues.
Brought our vehicle in. Stated to the book in advisor that we want the alignment perfect, with a straight steering wheel, and to not call it done until 100%, or at least close to. Also stated that we would like our snow tires taken off our factory wheels and put on our nice, high end aftermarket wheels. We were notified 1.5hrs after dropping it off stating it was done. My wife picked it up. $450 later, would hope everything was done as requested.
Later that day, I came home to have a look. Wasn't impressed. The shop had damaged 3 of my 4 nice wheels. I was angry, with good reason. Contacted Philip the manager right away. He said to bring in when I could. So, we came the Sat after our appt which was on the previous Monday. The morning of us bringing it back, I checked the air pressures for the first time. Right front and right rear tire at 30psi, supposed to be at 35psi. Left rear at 35psi, left front at 42psi. Once all set at 35psi, the vehicle now pulls a lot to the left. Not aligned. The steering wheel is off center too. Now I'm more upset. Then I check the position of the tires, as they get marked what position they come off the previous spring. Well, Fountain Tire put the left side tires opposite of what they came off in the spring, which is good. However, not on the right side. So, now the tire wear will be off.
So, how many issues is this? Poor alignment, damaged wheels, improper air pressures and improper tire rotation. What did they even do for the $450? Oh yea, forgot to mention a bad vibration above 95kmh. We went to show Philip the manager, and even after several emails, talking on the phone, he had no clue who I was upon arrival. Poor customer service in my opinion. After expressing my concerns, (being in the automotive industry myself for 26 years), he was dismissive, ignorant and abrupt. I'm currently in the service industry dealing in high end leisure equipment, and would never treat a customer of mine like how I was treated, not even the ones I find less than ideal. He then offered a full refund so we can "get another shop to perform the work" which I never asked for, didn't even try and make things right. My wife was recording the entire conversation, and also heard "full refund". Well, never even got that. Received less than half of a refund, with a note stating "steering wheel off center, small chip in wheel". So, $167 refund for $360 wheel x3 damaged, plus a vehicle that drives crooked and vibrates at hwy speed. We also live in another town and came to Fountain Tire based on their "good reputation". Ha. 3x 1hr round trips, 3 damaged wheels, alignment worse than before we arrived, and not even an apology, just a $167 kick in the pants that is supposed to cover work done by "another shop". Great service Philip!
