Trace Automotive, Inc.

Initial Business Response /* (1000, 8, 2016/02/10) */
Initial Consumer Rebuttal /* (3000, 22, 2016/03/02) */
CASE #XXXXXXXX
My husband and I were told by [redacted]'s brother that they would include free tire rotations if we purchased new tires from them! My husband did get 1 free tire...

rotation. However, when I brought my Highlander in for a tire rotation I had to pay. I spoke to [redacted] about this mater and was told the next time I brought in my Highlander I would receive 1 free tire rotation! However, when I called to make an appointment to have the oil changed and the tires rotated I was told there would NOT be a free tire rotation.
When I called to make the appointment I stated to the girl that answered the phone the tire rotation was to be free. She stated that they do not do free tire rotations! I stated that mine was to be free. She stated that she would check with [redacted]! She came back and stated he said NO! Therefore their words are nothing but lies! HIS BROTHER IS THE ONE THAT MADE THE PROMISE TO MY HUSBAND AND I! HE SHOULD KNOW WHAT [redacted]'S RULES AND REGULATIONS ARE! THERE IS NOTHING TELLING THE CUSTOMER WHAT HIS POLICIES ARE! IT IS NOT OUR FAULTS THAT HIS BROTHER IS A LIAR!
[redacted]
Final Business Response /* (4000, 24, 2016/03/08) */
Contact Name and Title: [redacted], owner
Since the customers desired resolution is to call us liars and they don't trust us, we don't believe there is nothing more we can do at this point to resolve the issue.
We apologize for any misunderstanding and have added a written policy regarding our tire purchases and rotations.
OFFER: