The customer arrived at our shop with his 1999 Chevrolet W4. This is a medium duty truck with four rear wheels, a.k.a. dually. While driving that day, one of the passenger-side rear tires exploded. He had purchased four new tires and wanted us to balance and install them. We provided an estimate for labor, and the customer consented using his signature.
For this work, the service advisor assigned a technician who has 30+ years experience in the automotive industry, and specializes in heavy-duty diesel truck repairs. After removing the wheels, the technician noted the threads of two passenger-side lugs had been stripped, and informed his supervisor. Surveillance footage shows the service advisor and parts' department manager assessing the situation and, one hour later, the service advisor and customer inspecting the damage. Afterwards, the service advisor provided an estimate for repairs, and the customer requested time to make a decision. Later in the afternoon, the customer came back to PTR declining the repair; for he had found another shop that would complete the work at a lesser price.
On the following day the customer accused PTR of causing the damages to his 18 year old truck, and attempting to avoid culpability. This is an erroneous assertion, and the surveillance footage proves this. Moreover, PTR has been in the automotive business for 40+ years and can easily afford a few hundred dollars in warranty claims should we be at fault.
The comment about PTR's motto is misconstrued. There is a humorous notice in the office, to which the customer is referring, offering the reader to formulate a syllogism using the words: fast, cheap, and good. As many of us know, cheap products are rarely good products. PTR's motto is instead: We just get it done! Lastly, PTR does have competition in the automotive industry, but we do not offer price-matching discounts; nor do we haggle.
Thank you for your attention.