Mavis Discount Tire

To Whom It May Concern:

I am former customer who made a purchase at your Mavis Tire Bartram Park location in Jacksonville, Florida on September 16, 2020. I would like to file a formal complaint against the Store Manager, Jason. On that day I promptly reached out to the appropriate number with a request to stop my services immediately, however, I was met with an even more argumentative attitude from this Store Manager. Two months ago, I was in contact with the Area Manager, Jaime, who I expected would provide a resolution, however, that has yet to come to fruition. So, I am taking my time to write this letter with the full expectation that you as part of leadership at Mavis Tires will, respectfully, read this in its entirety and take action. First, let me say, I am a full-time nursing student pursuing a second Bachelor's degree and I most certainly do my research when I need any type of service done on a vehicle. I found the ratings to this location would fit the bill! I, also, appreciate companies that make it available to have reservations as I am limited on time.

On September 14, 2020, I made an appointment to have all four tires on my Jeep Grand Cherokee replaced on September 16th at 10:00AM. I received both a text and a phone call to confirm that appointment, to which, I confirmed. During the phone call, I asked how long the service should take and was given an approximate time of 2.5 hours. I dropped my vehicle off at the Mavis Bartram location at 9:52AM and confirmed the approximate time again with Jason. He verbally told me 2.5 hours. Great! I saw no issue with that what-so-ever. Around 12PM, I receive a call from a female desk associate advising me that one of my sensors was broken in a tire; she could not confirm which tire. I advised her that had to be a mistake as there was no indication of that being true from the computer readings inside the vehicle. She was unable to provide a further explanation as to what the issue was, however, she offered to sell a new sensor to me for $84.99. I told her I would have another mechanic take a look but to put that sensor back in place. The vehicle's computer system was not detecting a low pressure in any tire prior to my arrival at Mavis Bartram. I decided to call a close friend who is a mechanic and happens to know my vehicle inside-to-outside, to inquire about this "issue" and he did not feel comfortable with the explanation the associate provided to me. About an hour later (1pm), I called Mavis Bartram and requested to speak to the Store Manager. In the beginning of my conversation with Jason, I asked him for how long it would take to have my vehicle ready as we were already well pass the 2.5 hours I was originally told.

Conversation with Jason:
Jason: "I said it would take 2-3 hours before we pull the vehicle in the shop to begin working on it. It will be ready by 5pm today."
Customer: "That's [censored]. That isn't what I was told this morning." I excusably used foul language with Jason.
Jason: "Excuse me? I will not listen to someone who curses at me. I had to work for over an hour to get the tires off because we were not able to locate the lug nut wrench."
Customer: "If that was an issue, why did I not get a call about that sooner? You've had my vehicle now since 10AM. The only thing I received a notice about was the issue with a sensor which I declined to have "replaced" as I had no issue with that prior to bringing my vehicle to you today."
Jason: "Whatever, what do you need?"
Customer: "I am just calling to tell you that I do not want to be upsold on anything besides what was on my original order. I also wanted to find out when my vehicle will be ready."
Jason: "Yeah, by 5pm."
Jason hangs up on me after that last statement.

After my conversation with Jason ended, I called the customer service complaint line and spoke with an associate. I told them I wanted the Area Manager to call Mavis Bartram and advise to stop service on my vehicle and to put all my original tires back on as I wanted to take my business elsewhere. The associate advised me he would get in touch with Jaime, the Area Manager, for a resolution. Almost half an hour later, I receive a call from Mavis Bartram that my vehicle is ready for pickup. My first assumption - was that my tires would be back on and I would pick the vehicle up in its original form. I had my friend, who is the mechanic, meet me up there to inspect as well.

Conversation with Jason:
Customer: "I still don't understand your explanation that from my appointment time, it would take 2-3 hours to pull the vehicle in to start working on it?"
Jason: "We had to work on trying to get the lug nuts off for over an hour because you didn't have a wrench or proper tool in your Jeep."
Customer: "So you put the new tires on?"
Jason: "Yes."
Customer: "Who is your Area Manager?"
Jason: "I spoke to him and told him I wasn't going to hear someone cursing at me."
Customer: "Yes, I did use foul language, and I apologize, but who were you trying to convince of that statement being true? You would be frustrated if you were told TWICE that it would be 2.5 hours and then told a new time of 5pm." This is equivalent to 7 hours.

Upon leaving Mavis Bartram, two of my tire pressure sensors came on (driver side rear tire indicated pressure reading of 24, back side passenger tire indicated pressure reading of 27). Surely, I do not have to tell you what the safe and appropriate tire pressure actually is. My friend, the mechanic, had to reprogram the two sensors and inflate the two rear tires to be at the safe pressures.
Later that day, I was able to speak with the Area Manager, Jaime, to tell him my side of the experience I had with Jason and lack of professionalism he had with me as a customer. Jaime advised me that he did reach out to Jason and advised him to get the work done, however, he advised me he did not get the message that I had requested for the original tires be put back on and that I was taking my business elsewhere. That part didn't make sense to me, but here I was giving Mavis almost $1, 000 of my hard-earned money after having a very traumatic customer experience. During that phone call with Jaime, we came to a resolution of a refund for one tire and the labor cost, roughly equivalent to a little over $300.00. Jamie advised me it would take a few weeks to receive the check. I provided my mailing address to him. On November 6th, I reached out to Jaime as I had not received the check yet. On November 10th, he responded via text that it appeared the check was sent but never cashed and that he requested for it to be expeditated to my address. Two months later, I have not received the refund check. I have printed the text messages between myself and Jaime.
To end, there has not been any resolution to my complaint. I would expect that Mavis would be riddled by the lack of professionalism and disrespect the Store Manager, Jason showed a customer. I feel this needs further investigation and I request resolution of this complaint by end of January 2021.