Purchased Tires from TIRE RACK. To assure I had no issues with their warranty, I chose to use one of their recommended installers - J&K. First impression on calling for an appointment was A+. Great phone attitude and clearly stated the details of my charges for Mount & Balance and explained it was mandatory fee for the TPMS seals to be replaced. They took the car in immediately, another plus, and when the car returned home the party who drives it expressed she was concerned that the TPMS light was on teh entire ride home, and on inspection the invoice was a bit more and the TPMS charges were not on it. Left an After hours message regarding the invoice on voice mail. Next day a returned call from JIM the owner, another plus, explaining we had been over-charged and that a mis-communication of hand gestures between a new technician and the gal at the front desk caused confusion and the TPMS seals were not changed. Bring the car back and they will make good. They took the car that day immediately that day, could be a plus but had to drive back out of town and driver had to wait, again. Upon returning the driver expressed that the TPMS light was out. Next day, call from JIM to driver, they did NOT replace the TPMS seals. There was a mis-understanding when the non-technical driver who does not interact with the J&K employees stated "TPMS LIGHT was on", so the technician just checked tire pressure and turned the light OFF. Please bring the car back (Trip # 3). Here is why I am rating a 1- I returned the call and hearing JIM's voice answer I asked for JIM, expecting a "yes, hello" and received instead "NO, this is STEVE". When I asked for JIM "he isn't IN...who is this?" I explained it was the 2010 Murano. At which point he handed the phone to JASON the Manager who I initially spoke with who set up the original service ticket. I asked to speak with JIM and he replied "You were just SPEAKING to him". So the owner, LIED about who he was. When I expressed my aggravation with the lie, JIM would not return to the call. So I expressed my concern for the lack of attention to work orders. Jason then went into the reason for the confusion was the "Driver, when bring the car in, expressed to the gal at the front that 'her TPMS light was on'". So now the reason for the screw-up and a needed THIRD trip was because a non-technical customer, who the OWNER recalled the car did not clearly state that they were doing rework. The fact that J&K recalled the car for a third attempt, did not warrant the OWNER to communicate to his desk gal that a RECALL was coming in and he did not communicate to his service manager that a RECALL was coming in and obviously NO one said anything to the TECHNICIAN that he screwed up and a RECALL was coming in for seals. And the call was rude. And the Service manager was aggravated that I was displeased. And then after communication to the OWNER on social media that they better get it right the third time or I will take action back on social media, as I have the power of REVIEWS and COMPLAINTS to TIRE RACK, expressed to me that " he does not respond well to threats"...So I would have to interpret that as "You have no right to complain or give me a bad review". So, here it is, before the third visit. My review. read more
