Mavis Discount Tire

January 24, 2020

Joe Robson
14 Prospect Street
Trumansburg, NY
14886

To whom it may concern:

I am writing to as a former loyal and repeat customer. We have purchased tires,
struts, and brakes for a our vehicles over the years. I say former as I would not bother to return to your Ithaca location and will gladly share this information with anyone interested.

As your records show, we had a disagreement over the installation of struts on our 2010 Toyota RAV. The part was improperly installed. When we returned to have the problem corrected [at that time it was just a bumping noise we did not understand], we were told "we don't do that kind of work here...take it to someone else". We did. The mechanic we took it to found the problem: the strut had been improperly installed. I returned to the Ithaca location and after telling them the story and showing them the receipt, I asked for the return of the money spent on fixing the problem. What I received was insulting and ridiculous. I was accused of causing the problem myself, having the mechanic cause the problem, not asking them to fix it, denying that they had even done the job, etc. When it became clear that I was just not going to go away, I was told that they could not do anything without a manager's approval and I should return the next day at a particular time.
I did. I was forced to wait an entire afternoon for this manager to show up. I finally called the corporate phone number on the banner in the shop. Your staff located the manager and he eventually showed up and filed the issue with the corporation. I received payment as requested.

Now we turn to the current issue. The Ithaca location had done front brake work on the RAV: an entire brake job including calipers. Invoice number 190572. Date 12/08/17. I took the vehicle to our local dealership for inspection this week and was told we needed front brakes...the entire job including calipers. Their guess was that given the condition the calipers looked like original equipment. As it turned out the calipers installed at your Ithaca location were the wrong part. The part they used was a J23. J28 is proper for the vehicle. The wrong part did not have sufficient free space for the caliper to center and work properly. So the caliper froze up and scarred the pad, causing the problem. The previous brakes on this vehicle lasted 35000 miles. This issue was discovered after only 19000 miles.

It is only fair that we receive full compensation for the problem your people caused.
In addition, it seems now to me that the work being done at this shop is designed to fail and create "return business". I am certain this is not corporate policy.

I have all records about this and the parts that were installed in Ithaca if you need further documentation. Please send me an email address and I will email copies to you and pictures of the improper parts. Your form does not allow the format of my photo and document scans.

Please respond immediately.

Joe Robson
[protected]

Dear sir/maam,

I called on 11/13/19 to the 607.330.9998 number which is the local Mavis location on Elmira road, store # 130.
Said I wanted the same tire I have already which is the Continental TrueContact Tour with $70 rebate. Was told that is no problem.
Before rebate I was quoted $587.92 after tax and my order # was 147782 scheduled for 11/15/19
I was also told I couldn't have a specific appointment but had to leave the car for the day. I agreed to those terms and price quote.

On 11/15/19 I arranged for a coworker to meet me there and drive me to work. I left my car.
I was called inconveniently in between a very packed morning of meetings at 10:26 saying they don't have that tire.
Now this is definitely a situation of "bait and switch". I now don't have time to research and compare tire ratings and have to take the recommendation, under duress, from the technician on the phone. With an upcoming road trip I also don't have time to look elsewhere.
I ended up with, of course, recommended Mavis brand tires at considerably more than originally quoted. My end charge was $692.56 after tax with zero rebate opportunity. This is a $174.64 difference than originally quoted.

I continued to come back to Mavis because I trusted them, above all else. I also need to get four new tires on my husband's car in the next few weeks. I had brought both of our cars to Mavis two years ago but now I am potentially shopping elsewhere for his tire needs because of this unethical experience.

Your staff is very courteous and friendly so I don't blame any individual, but the practices are unprofessional.