Here’s the story....
On July 13'th 2006 , I took my 2000 Chevy Astro in to Wal-Mart ( Store #2687 ) of Greer, SC to have a new set of tires put on the van. The paper work says that we checked in a at 12:25 pm which is probably 45 minutes after we really got there and is about how long it took them to find the tires and do the paperwork. After checking in and waiting a while they informed me that they couldn't put the tires that I had initially asked for on the van because of their policy. Why I wasn’t told this during the initial setup of the paperwork I do not know. However, we got it straightened out and I went with tires that were one size smaller 225/75/r15. All of this so far is just leading up to the main problem I’m having with Wal-Mart. When they finally finished the vans service and brought me the keys from where they had removed the van from the bay and parked it in the empty lot, I paid for the tires and was on my way.
Now the problem. I had my Dad with me so after leaving Wal-Mart I dropped him off at his home, which is maybe 10 minutes away. I then headed home to wash the bluing off the new tires. While doing so I notice a major gouge on the right rear body molding of the van.
Direct link to images of damage are here
http://madsciencerepair.com/images/gouge_van1.jpg
http://madsciencerepair.com/images/gouge_van2.jpg
I immediately called Wal-Mart and asked to speak with the Store Manager (Connie Holder) she told me that she would put someone to investigate the situation, said something about watching a video of the service, and have someone call me back. Well 1.5 hours later I still haven’t received a call from anyone on the matter. So I call back, it was then she tells me that I need to come back to the Tire shop and ask for a fellow named Tori, and file a claim. I called my Dad and told him they wanted us to come back and file a claim. And that they may need his statement as a witness. He agreed to go, and so we went. We got there, filled out the necessary paperwork, spoke with Tori about the process, he informed us that CMI ( Claims Management ) would probably contact me on Monday July 17th or so. He was right, a lady named Linda contacted me on Monday morning around 10 am or so.
Here's where it gets to be a problem. My conversation with “Linda " went south quick when she told me that they wouldn’t be able to pay put on this because I couldn't prove Wal-Mart did this. She told me that someone at the store had watched the video of the service and saw nothing out of the ordinary. I then reminded her that someone from the store drove my van into the bay as well as drove my van out after service. This person then parked my van in the empty lot. She informed me that unfortunately the Parking lot security camera wasn't working due to a Lightning storm a couple of days prior. I then said to her how convenient that was for them. She reiterated that she was sorry but she still couldn’t pay out on the claim due to no proof. I then asked her could she prove they didn’t do it and she said “NO". Well then she tried running me around in circles about how did I know it wasn’t there prior to service... I then told here my particular model van has black lug nut caps that cover the lug nuts. Prior to their working on it my Dad and I walked around my van and checked to make sure those black lug nut caps were there and make a note of how many if any were missing so that afterwards I would know some may have gotten left off. Due to the size of the gouge on my Van I would have noticed that right off while checking my lug nuts. I did not check the lug nuts after service was done until I was home washing the bluing off the tires.
After I spoke with Linda from CMI and she told me that they weren't going to fix it. I then called the Store Manager ( Connie Holder ) back and told her of my conversation and how it wasn't satisfactory to me. By this time I’m' getting pretty aggravated about the whole thing, and I then told here that I work with around 800 people on my job. I have an email account at my job as well as those 800 people I work with. I explained to here that I intended to write up an email (such as this blog entry) along with attached pictures of what had happened to my van and mail it out to those 800 people so that they are aware that if they buy tires and have them mounted at that store that if anything happens to their vehicle they can expect Wal-Mart to shirk responsibility. She then told me that she wanted to take care of me and that she does have the ability to handle small claims directly from the store. She told me to get a couple of estimates to the damage and bring them into her and she would see what she could do. I then went to my local Chevrolet dealer body shop, and got an estimate in the amount of $258 dollars. I also visited my local Ford dealership body shop and got an estimate in the amount of $222 dollars.
Today, July 18th, 2006 I took those estimates to the store and presented them to the Store Manager ( Connie Holder ), she then told me that she was sorry but wouldn't be able to help me. Her limit was $50 and that I would have to go back through the CMI to get that amount paid; she also said that since they had turned me down I was probably wasting my time. She did however give me the telephone number to CMI so that I may call and ask about this again.
I would like to say that I do not hold hard feelings toward Mrs. Holder, because she did at least try to help me up to her limit. However, I’m not at all finished with Wal-Mart or CMI at this point. I am presently trying to get the District Manager's ( Paul Beno ) email address so that I may add it to the recipients list of the "Wal-Mart dosen’t take responsibility for their screw ups " Email that I still intend to send out to those 800 people. I also intend to dedicate some of my personal business website bandwidth to exposing this bullcrap.
I have just gotten off the telephone with a lady named Kim , she is supposed to have the District Manager over the Tire service department call meto see if this can be straightened out. Hasn't called yet , will update as soon as more develops