Honolulu, HI
This email was sent on 26 November 2018 and I did not receive a reply. Good morning Scot Williams On 4 November 2018 I had a left front rim for a black 2015 Mercedes-Benz C300, invoice 1245478 $107.49, replaced. Marcelo was the technician and he was extremely helpful. He returned the cracked rim without me requesting the rim to be returned, which I considered to be good customer service. I was impressed with the company because of Marcelo's customer service. I request Marcelo to called me if the left front tire was damaged and it was not damaged when the rim was replaced. On 14 November 2018 the car's left front tire went flat and it was towed to your location. I talked with Maile Otis on 14 November 2018 after the car arrived and she performed as assessment of the tire. Maile informed me that there was a hole in the left front tire. I requested the hole in the tire to be patched and she informed me that the tire could not be patched and the two front tires needed to be replaced. I listened to why both tires needed to be replaced. I went to Mercedes-Benz and purchased two flat tires and took them to Maile to replace the two front tires. After the tires were replaced I request the right front tire to be returned because it was not damaged. Maile said the tire would rotten if it was not being used. I then told her the tire could be sold and she said I would be liable if anything happened to the tire if I sold it. I then informed her that I would tell my son exactly what she said about returning the tire because I knew the tire was not damaged. Maile told me the tire was disposed of but I find it hard to believe that the tire was disposed of within a hour after being dismounted. On 18 November 2018 the car's right front tire went flat. My son returned to your location and was told there was a hole in the right tire. He requested the tire to be patched and it was patched on invoice 1246996 $57.16. On 14 November 2018 Maile informed me that the hole in the left front tire could not be patched, but when my son requested the right front tire be patched it was patched. I believed your technician, Maile, when she informed me that the left front tire could not be patched, but it is very obvious that the tire could have been patched because it was done for my son. Am I to believe that when a man makes a request at your location it is honored but when I woman makes a request it is not honored because she is a woman and doesn't know anything? I certainly hope this is not your company's policy. I am a disabled retired Army veteran and my son is an active duty soldier who was deployed to the Mainland at this time and I was responsible for his car. I was thankful for Marcelo because I feel like he went out of his way to demonstrate good customer service and he made sure I understood what was happening to the car. I only returned to your location because of Marcelo, but I encountered Maile this time. I feel as though she misrepresented your organization when she informed me that the left tire could not be patch and refused to return the right front tire once it was replace with the new tire. I wanted the left tire patched so my son could take care of the tire once he returned from his deployment. I did not act ugly and jump up and down demanding that Maile return the tire because I feel that if I requested the tire to be returned it should have been returned hesitation. I was going to post this experience on Yelp but I decided to email you first since you comments back to customers was to give you more information about their experience. I certainly hope you will make my son whole again by returning his right front tire or reimbursing him for the cost of the tire. Please inform Maile that tires can be patched and when a customer request their tire to be returned she should return it without giving maintenance or legal advise. I created this problem for my son because I listened to your technician and I would like for you to assist me in correcting this mishap with your employee. Please advise thank you. Andrea D. Pemberton