I took my 2007 Nissan Murano to Tire Works located on Cactus Ave in Southern Highlands area in Las Vegas, NV. I requested an oil change/full service upon arrival on 11-23-11, I received a call from Mark the manager at Tire Works stating that I was in need of 4 new brake pads, a serpentine belt and a power steering belt.
I authorized the repairs and made payment arrangements for the repairs. I picked up my car on 11-23-11 around 6:30pm and noticed a that my washer fluid light was still illuminated along with my air pressure light and there was a noise present that I thought was coming from my steering. I immediately called and went right back to tireworks on cactus ave. to have it looked at.
I observed them put air in my tires and add washer fluid. We discussed the noise that I assumed was from my steering and they (tireworks employees)informed me that the noises would "work themselves out in a couple of days". Trusting their professional opinion, I left and proceeded to head out of town the following morning 11/24 with my husband and one of our children.
We drove my vehicle, 07 Nissan Murano for the next couple of days and noticed several noises but again trusted that they would work themselves out. On 11/27/11 at approximately 4:00 pm as my husband was driving south bound on I-15 at a speed of 80mph and the braking system on my 07 Nissan Murano came loose, wedged into the right wheel well and caused the vehicle to stop...please keep in mind the speed that was being traveled when this happened.
I thank God that my husband who is also a police officer was driving that night. the 07 Murano would not move forward any longer so my husband inspected the vehicle and found the wheel was flat on the right front. Upon removal of the wheel my husband found the right caliper was missing the upper bolt that secures it in place and allows it to work properly and also prevents it from coming loose and getting caught in the wheel of a vehicle. The top bolt that attaches the brake caliper to the upper knuckle was completely gone. We at that point inspected the inside of the wheel well and found that the caliper had dug so deeply into the inside of the wheel that it had deflated the tire, from the inside.
At this time we were about 3 hours from Las Vegas stranded. I made a call to TireWorks at 5:19pm explaning to "Mike" what had just occured and requested help to get my car back to their shop for repair. Mike stated that they would not be able to help me until they looked at the vehicle and suggested I call AAA. My husband and I did not have AAA and we did not have the money to tow the vehicle three hours back to Las Vegas so my husband removed the bolt that was only finger tight from the lower portion on the brake caliper placed it in the upper portion to hold the brake caliper to the upper knuckle so the vehicle could at least move forward.
My husband then placed the spare on the vehicle and we proceeded slowly to St. George, UT. This was the closest town to where we broke down. We then called every parts store in St. George to try and attain the proper parts to no avail as it was Sunday at approx 8:00 pm at this time. My husband had to work the following morning and our son had school so we proceeded to make the drive back to Las Vegas and made it home.
The following day 11/28/11 I returned my vehicle to TireWorks on Cactus Ave and explained what happened. They took my vehicle and offered to repair the damage but could not get the parts until the following day.
I spoke to Mark Obermeyer and asked that he speak to his corporate office regarding the original charges of $613.89. He stated he would "see what he could do". On 11/29/11 at approx 4:00 pm I received a call that my vehicle was ready and upon pick up I again had a discussion with Mark regarding the orginal charges and asked that he explain to me what happened and why my vehicle broke down. He stated he was not at liberty to tell me anything other than the repairs had been made. I repeatedly asked Mark why this damage had occured and he refused to answer my question.
I spoke to to Carmen at the corporate office explaining to her and also to Mark that I did not feel I should have to pay for services that were not rendered and that had also caused damage to my vehicle. I do not trust that the said repairs were performed at all let alone to any standards and I was seeking a full refund in the amount of $613.89 and further more asked that Tire Works also pay for a mechanic outside of Tire Works to look over the vehicle to make sure it is mechanically sound and that no furhter damage was caused by their inadequacies. The invoice # 12-36717 and was paid with a Tire Works credit card ending in ****. All original receipts available upon request.
I reported this occurance to the BBB on 11/30 and this was the response from Tire Works:
"On 11/22/2011 Ms. Huff brought her 2007 Nissan Murano in for an oil change. Upon inspection of the vehicle it was noted that Ms. Huff's front and rear brakes were worn down to 4mm and her power steering belt was cracking and making noise, noting all items needed to be replaced.
We placed a telephone call to Ms. Huff advising her of the items that needed to be replaced, Ms. Huff approved these items to be replaced. We replaced the brakes pads and the power steering belt securing all items in place and taking the vehicle for a test drive to confirm repairs on the vehicle.
Ms. Huff picked her vehicle up later that afternoon and stated that her washer fluid light was on and tire pressure light was on we refilled Ms. Huff washer fluid a service she did not pay for but we took care of for her as a courtesy as well as adjust her tire pressures.
On 11/27/2011 Ms. Huff called our Cactus location advising of the problem she had encountered while on her road trip. We advised Ms. Huff to bring the vehicle into our location so we can inspect her vehicle and problem she was having.
On 11/28/2011 Ms. Huff returned to our Cactus location and we brought her vehicle into our shop and performed an inspection. We advised Ms. Huff at that time that the problem she had with her caliper was not caused by the work performed at Tire Works and that with the age of the vehicle along with the amount of mileage on the vehicle, bolts overtime become frail and while going over bumps in the road and basic wear and tear of vehicles the bolt could have come loose and or break causing the caliper to come out of place. These bolts are the original bolts that the vehicle came with and were not replaced. We only replaced the brake pads on the vehicle we did not replace the caliper bolts, and the customer was not charged for caliper bolts. We advised Ms. Huff at that time that we would replace her Rim and her Caliper bolt as a courtesy and we resecured the brakes and calipers, as this was an unfortunate occurrence it was not caused by our work.
I spoke with Ms. Huff on 11/28/2011 and I extended our sympathy for what she and her family had to experience during this unfortunate occurrence.
Ms. Huff expressed some concern of her vehicle safety and I advised her at that time that we would be more than happy to go over all the items with her showing that everything was secure and in place for her, Ms. Huff declined my offer.
This occurrence was not caused by the work performed by Tire Works, we have replaced her rim and caliper bolt for her at no charge as a courtesy.
If you should need any further information, please feel free to contact me."
And this was my response:
"Not only does Tire Works do poor work but they are complete liars. I recorded every conversation I had with them for this reason. I did not want it to be my word against theirs.
First of all, since when does a full service not include washer fluid? This is a joke! Secondly I reported noises coming from my car on 11/23 when I returned shortly after my original service...that was simply omitted from the report?
Next they stated the damage caused to my vehicle was not caused from their work and simply replaced all damaged parts as a favor?! Laughable...When having your brake pads replaced is it not customary for Tire Works to resurface the rotars?? It was a specific charge on my invoice from 11/23 and that would mean removing the caliper bolts and caliper! I did not state that caliper bolts were replaced on the original repairs done on 11/23 only that my brake pads were and the subsequent damage was caused when the braking system was not reassembled correctly. Nice job attempting to twist the facts!
Lastly Tire Works would not explain to me what happened with my vehicle and why they had to replace the wheel and the caliper bolts! So this nice explanation of what happened is a complete lie! When I asked what happened, Mark stated they were not at liberty to say and all he could say was that they replaced my wheel and caliper bolts due to the damage...I have the conversation recorded!! Keep trying to lie your way out of this one...it will not work.
One last thing to keep in mind, my vehicle continued to make noises following your 2nd failed attempt to correct my vehicle and I had to return a 3rd time on 12/11/11 after not having my vehicle for another day they told me an old brake pad had been left in my coil and that was causing the noises but they had to resurface my left rear rotar this time! Why?? They wouldn't explain anything to me once again! How could an old brake pad get left in my coil? Another lie??? AND my steering is STILL making noises!!
Tire Works seems completely incapable of doing anything correctly! I still have doubts about the safety of my vehicle and I am just waiting for your crappy work to rear it's ugly head again. Tire Works should have to pay for a 3rd party to inspect my vehicle and refund the full amount of $613.89 since it is even more clear after three trips to their shop that I paid for services that were not rendered the first, second and most likely the third time. Tire Works should be held accountable for their lies, their unprofessionalism and inability to perform simple maintenance on vehicles."
Why can't Tire Works understand that they did not properly fix my car, they caused damage to my car and it was unsafe the first and second time I left their shop. They put my family in danger and I still do not trust that my car is safe...especially after being in their shop three times! When will Tire Works be held accountable??!!!