Dobbs Tire And Auto MISLEADING PRACTICES - HORRIBLE CUSTOMER SERVICE - LOST ME AS LONG TIME CUSTOMER , Saint Louis, Missouri

6/10/08 Requested service(s): Tires in need of warranty work. Tires needed rotating, also under warranty. Engine knocking loudly, requested diagnosis. Drivers front spindle whining, requested diagnosis.

I was advised there would be a $30 fee for engine diagnosis. I advised the rep I needed to know if engine noise was from the engine head, oil pump failing or lower engine. A work order was written up and a shuttle took me to work.

Later the same morning a different rep called stating 2 tires in question were too old/worn to be repaired and needed to be replacing. I asked about the engine diagnosis.

Rep stated engine problem was "internal" and that Dobbs does offer internal engine repair services or diagnosis. I advised him of the info I had given the rep who took the work order and asked that the $30 fee be dropped.

This rep stated the "mechanic" fee to pull the car into the garage to make this "diagnosis" of internal engine problem was ligit because THEY HAD PULLED THE CAR INTO THE GARAGE!

I reminded him the work order called for the car to be in the garage for WARRANTY TIRE ROTATION anyway. The FEE NOT FOUNDED as the promised results were not being given. I, in fact, gave the original rep more info about the problem than this rep was offering...So I owe $30 for that?

This clerk bluntly stated "THE FEE IS DROPPED! YOU CAN COME GET YOUR CAR NOW.

I was stunned and stalled in responding. I finally said "Um. So that's it?" , trying to give this guy a chance to realize I still needed 2 tires and a front spindle repair.

He replied "Yep. That's it."

I said "Ok" and before another word could be said this guy hung up!

I had a co-worker take me back as this guy clearly wasn't going to send the shuttle back to me. I went in and was handed my keys.

After getting to the car I find the warranty rotation, on the work order, was not peformed. The diagnosis of the spindle whining wasn't done (This is a service they do provide and could have earned a ligitimate fee on the repair if needed.

QUESTION: Mr/Mrs Dobbs, are the economic times driving your "professionals/Managers" to drive you out of business? Your loosing customers and indeed may be sued over such pratices. I am one of several people in my building with THE SAME "TYPE" OF ILL-LIGITIMATE CHARGES complaint from your "OLIVETTE, MO" store.

Mark
Imperial, Missouri
U.S.A.