ComplaintsforMattern Tire

• Initial Complaint

  06/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 17, 2023 I changed the oil in my car. When trying to remove the drain plug I had to use an impact driver because I couldn't get it by hand and my regular drill failed to remove it as well! The filter was equally as troubling to get off. But was able to eventually get it off using my Filter Swivel Wrench. Once removed I noticed the crunching and gouges in the side of the filter. So I cleaned the filter up and found where someone had written "U Suck" with a smiley face on it. I Immediately went to MATTERN TIRE as they did the previous oil change and the lady behind the desk directed me to the owner. I attempted to talk to the owner politely but he informed me the situation was "stupid." Then proceeded to accuse me of doing the entire thing. Claiming I put the marks on it and wrote "U Suck" on it myself. If you know anything about filter wrenches not filter plies (which I don't own) you would know they cannot gouge the filter as shown in the picture. He proceeded to tell me I was "F****** Stupid" and "A F******* Idiot." I am newer to this town and wanted to talk politely as I do live near and work in this town. However, I am not ok sitting by and letting someone treat my community or myself like this. I previously had 2 vehicles serviced there. This one was lucky enough to survive the other blew up shortly after taking it to be serviced there.

  Business response

  07/10/2023

  Because of the difficulties in changing his own oil and filter, I believe , he had limited experience in doing so.  The drill drivers don't provide enough torque to remove a properly torqued drain plug and the gouges in the filter that he had so much trouble removing would have occurred only on removal as we and the industry tighten most by hand.  The message on the filter is a harmless prank that plays a joke on the next tech, it was certainly not directed at him personally.  As far as the "F Bombs" were concerned, I think the exchange was about equal. I asked him twice "what do you want?" the 1st answer was "I don't know".  He continued to argue and I asked him again, "what do you want?" he said "I deserve something".  I said "What?"  He said "I don't know."  He was a scared young man looking for a fight.  As far as "his community for 6 months" that he wants to protect, my family was a founding family of Cadiz and Harrison County treating my community for over 230 years with honor and service.  Lastly he only had 1 service done at our facility.  If he has proof otherwise, prove it or shut it.

  Sincerely,  Frank Mattern, Mattern Tire Ltd.

   

   

  Customer response

  07/10/2023

  The response is just Mr. ******* continuing his unprofessional rant and playing off his employees poor antics as "harmless pranks."  I believe thats 's called vandalism.

  As for the drain plug I was unable to get the plug off by using a large crescent wrench and my impact struggled to remove the drain plug off, it is rated at 250ft pound of torque well over the suggested torque ratings for any drain plug. 

  The filter as I've said before was removed with a filter wrench. The issue came as they clearly used pliers to intentionally over tighten the filter. Even gouging the outer shell of the filter. Again, I assumed all of this was done by someone new or inexperienced until I found the message "U Suck :)" on my filter. Which I feel clearly shows it was intentional. Whether or not this was pointed at me or as Mr. ******* states the "next tech." This "prank" is very unprofessional and puts my vehicle at risk. I find this negligence to be unacceptable! And highly likely that this is a common act of negligence occuring within his business.

  Mr. ******* is correct in the fact that both parties took part in an exchange of inappropriate words. I did not and do not take well to being called "F****** Stupid" or "A F******* Idiot." I feel my act of cursing in response is only natural to someone who is being talked down to and belittled the way Mr. ******* was talking to me.

  Where Mr. ******* is wrong or mistaken is that I at no point requested anything in return. Mr. ******* asked "What would you like me to do about it" and  he said " Well I didn't do it." I responded "I don't know" "but I thought you would do something about it." Also I have receipts had two services there despite what Mr. ******* rudely stated. One in my name and one in my wifes' name.

  Mr. ******* has been rude and unprofessional which can clearly be seen in his response. He referred to me as a "Scared Little Man." Very unprofessional and very inaccurate!

  Regards,
  
  ***** *****

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