Verified Customer
We thank you for your business and apologize for your experience and any inconvenience. Our goal at Deerfield Tire is getting the car done correctly first and done in the expected time frame second. That said when you asked us if we could replace 2 tires in an hour the answer would be yes that can be done. However when you asked us that, you did not tell us that you had 2 badly corroded Tire Pressure Sensors since you did not know it. Either did we.
These sensors would have normally just have to be serviced as required by the manufacture which takes little time. Instead this now would require additional time from us to try and carefully save them and also to test to see if they could be reused. One sensor was so bad we had to replace the sensor and reprogram it to your car. Again requiring our additional equipment and time. When we determined that a sensor had to be replaced we had to stop our process and come and advise you of what we found and the cost, which you then authorized us to repair. Our additional time needed here as well. None of this unexpected additional time that we now needed to invest to properly repair your government mandated tire pressure safety system correctly was charged for. We did it as a courtesy for free. We only charged you for the one unusable sensor itself. For us to complete in 2 hours putting on 2 new tires, road force balance them, replace and program a tpms sensor service the other sensor do a 4 wheel alignment and process all the needed paper work would not be an abnormal amount of wait time for this type of repair. We again apologize for the delay in your original repair time but we were not just avoiding you or your car. We were diligently trying to get your car repaired safely and properly and as quickly as possible for you. And just like you, we did not know the problems you had with corrosion on your car in our original time estimate. If we had known the time estimate would have been adjusted.
We also understand that in auto repair time estimates are just that estimates not guarantees. There are way to many variables that are out of your or our control in the repair of a car. That said to help remind our customers of this fact and try to create the proper expectations for them we also have a large 16x20 sign posted in the waiting room you were sitting in while waiting for your car that addresses this subject directly. It states as follows:
Notice: Due to many unforeseen circumstances in the repairing of automobiles, we regret that we can only estimate, not promise a completion time. Your understanding is greatly appreciated. We are again very sorry it took us longer then we originally estimated to get your car repaired correctly.
We also apologize for the miscommunication in regards to the spare. We would always put a spare away in this situation. However when our staff member encountered a problem with the winch working correctly we did not want to be negligent and force it and possibly break something. We felt we now would require more time to be sure all was ok and not break anything while doing it. At this point we did not want to take any more time necessary since it was now already clear that time was the most important thing to you at the moment. So the spare was put back in the rear where we had found the other bad tire. When you called back to discuss the spare we invited you back at no charge to relook at the winch to see if it was just stuck or if something was broke when you had the time needed for us to do so.
We again thank you for your business and apologize for your inconvenience. We also thank you for your feedback and pledge to continue to fine tune our efforts and always work as quickly as possible. and also we will continue to work at creating the proper expectations with our customers. Since opening 41 years ago here in Deerfield we have always been proud of and always strive to raise our currently 96% satisfaction rating.
Garrett Garofolo
