Our District Manager David Miller contacted our customer, Jerrie. Here's what Jerrie wrote in return:
Just want to say thank you again! It's good to see that quality customer service is still a priority. I appreciate you rectifying the problem without the hassle we customers often experience. Because of my experience with you, I will continue to depend on Mountain View Tire / Eagle Rock as my automotive service place. Have a great weekend!
Best wishes, Jerrie
- Chris Mitsos, Vice President / Mountain View Tire and Auto Service
Our District Manager David Miller spoke with Ms. Gardner. He said that, when she is ready, she will contact him and then come to our Eagle Rock store to evaluate and/or replace her two other tires. - Chris Mitsos, Vice President / Mountain View Tire and Auto Service
I think they saw a female and tried to get one over on me. Unhappy and will never return.
Our David Miller reached out to Samantha on March 20th. He emailed her to let her know that he had read her review, and that "We are a family-owned business and take our reputation very seriously." He pulled the invoice from Samantha's 2/26/15 visit and saw what our team suggested and documented. At this point, we are standing by our Eagle Rock team's recommendation, although we are continuing to look into the matter. David asked for Samantha's telephone number so they could talk in real time. We'll keep you posted. - Chris Mitsos, Vice President / Mountain View Tire and Auto Seervice
I received very good service and customer care from Sarkis. I went in with a nail in my rear passenger tire - I unknowingly drove on it and caused significant damage. Sarkis pointed me toward a well valued & good performance tire. Once he got my car on the lift, he pointed out my other tires weren't wearing well and they were approaching their 50k mile max. After weighing the pros & cons, I decided on four new tires.
I will be back for service and rotation visits. Glad I stumbled across this store today. They really made a stressful experience quite easy.
I recommend Mountain View Tire Eagle Rock for tires, tune-ups, repairs and fair pricing.
Our customer, Austin, was absolutely right to be upset with us. Our District Manager Tim Squires spoke with him to see if we could make the situation right. Austin accepted our refund of the oil change purchase price, as well as an apology call from Sarkis on November 7, and thanked us for addressing the situation.
Austin, I would like to thank you for bringing this matter to our attention, and I appreciate the opportunity to re-earn your business. Please stop in any time we can be of assistance. - Chris Mitsos, Vice President / Mountain View Tire
We will do business with your company again and refer individuals to him and your company.
Jerry & Daniel Hansen
After Mr. Nickell's car was towed back to our Eagle Rock store, we inspected the new rack and pinion system and learned that it had failed as the result of a gear connection that separated. We contacted the part's supplier, and one of their representatives came to inspect the rack himself. We had a new rack shipped overnight and installed it Friday morning, July 20th. We replaced the steering coupler as a precaution, and test drove the car for an hour. We then replaced the gas and cleaned the car. Our District Manager, Tim, spoke with Mr. Nickell, who accepted our offer of a 25% discount on the part. The customer thanked Tim for our professional response and the courtesy of our crew. - Chris Mitsos, Vice President / Mountain View Tire