Complaint Jeep towed to ********* Tire 8/21/2014 due to a strong odor of gas inside cab. Picked up 8/22 & told no leak. 8/23 strong gas odor & engulfed in fire I called Frechette Tire & Repair & spoke to ****** on the phone 8/26/2014. I asked for a print out of the billing history from 8/2013 to present and that I would be in to pick them up. My son **** was on his way to work the night of 8/21/2014 and had the vehicle towed on Rt 16 for a strong gas odor in cab. **** picked up the vehicle Friday evening (8/22) & was told with two other witnesses present that the jeep was left to idle for around twenty minutes & there was no gas leak. On 8/23 around 3:08 pm my son was driving on the North South Road & the gas odor along with smoke entered the vehicle. **** pulled over to avoid smoke inhalation & the fire that ensued. On 8/26 I went to Frechette Tire & asked **** the "mechanic" who told Eric & others the night before there was not a gas leak. I asked what steps were taken in order to find the gas leak as the jeep had been towed in Thursday night reeking of gasoline. **** repeated more than once that he did not disbelieve my son? ****'s ignorance of the issue is intolerable. ****'s first response was that the jeep was left to idle for around 20 to 30 minutes sometime on Friday. Again, this is also what **** told ****, *** & ****** Friday night (8/22) when they picked up the jeep when it was released to ****. **** said there was no gas leak. I then asked **** why he did not run the vehicle on a test drive to check for leaks through acceleration & he said that it was not needed and that a fuel pressure leak would not be detected in that manner. I asked again why the vehicle was not completely checked due to gas lines & other components & he repeated the same story. I explained the jeep could not be brought back as it was destroyed in a gas fire. Then **** added that it was driven around the yard twice. The yard is around a 60 ft by 60ft radius. The 8/26 printed service states that **** put the vehicle on the lift, however this was not mentioned to either my son & witnesses on 8/22 or me or 8/26. I was very respectful & did not instigate a confrontation even though **** was ignorant. The N. Conway Fire Department confirmed that it was a fuel leak that caused the fire & with the amount of smoke bellowing in the front my son **** barely escaped without serious burns or death. This is not about normal negligence but a serious matter where a vehicle was brought in for a gas leak issue. Thanks, *******
Desired Settlement Deductibles for both comprehensive & homeowners claims. A full investigation of **** ******* & his credentials.
Business Response In regards to the complaint issued by ******* ****.... The Jeep was towed into our shop on 8/21 with the complaint of fuel smell. **** **** called that day to specify the vehicle was here. The vehicle was sitting outside overnight giving it time for the fuel smell to disapate. **** thought the fuel pressure regulator that had been replace by us was faulty. The technician started with that part since it was verbalized that may be the problem. The tech checked the regulator, which is under the hood, for leaks and found none. At that time the jeep was driven from the front shop to the rear shop and put on the lift where it was inspected from front to back, visually checking all the lines and found nothing. At that time the tech checked with the manager as to the next step. At which point **** called **** and **** specified that if it was left running it would leak. It was left running for 30+ minutes and was checked periodically for smell and leaks. Nothing showed nor was there any odor at that time. **** was not called to tell him the vehicle was ready because nothing had been found, he came to the shop the end of the day to see if the vehicle was ready for pick up. At that time it was explained that no leaks were visable, Mr. ***** (one of his friends) asked if it was safe and **** said "I can't say that" especially due to what **** had thought had been leaking. **** was told that if it leaked again it would have to come back. It was never stated to be safe. However, **** took the vehicle on his own accord and there was no charge because nothing was found. As for the request for the vehicle to be driven more, any time the vehicle is started and running the system has to be at full pressure because it is a pressurized system and if there was a leak in that system it should leak under pressure when started. Driving or RPM does not create more pressure. Unfortunately if it wasn't leaking while it was in the shop, it could not be repaired. There are may variables that could have caused the problem. **** specified to **** that he did not disbelieve him that he had smelled fuel or that there might possibly be a leak, however there was nothing physically or visually leaking during our inspection. It was an unfortunate incident and all the employees at ********* Tire are very relieved that no one was hurt or even worse. If there are any further questions please do not hesitate to call.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) **** would not have picked up the vehicle if he had been told that is was potentially unsafe. **** would have had it towed elsewhere. We have other vehicles for him to drive. **** also did not mention this comment to me on 8/26. In regards to **** ******* how does the State guarantee or not the safety of customers in regards to the qualifications of a service technician. I have recently been told that **** is not a mechanic. In regards to other variables & after reviewing the photos the fact remains the vehicle was brought in for a strong gas odor. The odor presented itself & smoke & fire entered the cab at the vicinity of the area in question the following day. ******* ****
Final Business Response This complaint has been filed with our insurance company and is being reviewed by our corporate attorney. They have launched a full investigation into the alligation including collecting reports from the responding Fire Department and are conducting interviews as well. ********* Tire has been instructed to forward all correspondence to the insurance company to review and respond to.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Concord, NH. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
Some Better Business Bureaus offer additional content and services in BBB Business Reviews. The additional content and services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release. Not all enhanced content and services are available at all Better Business Bureaus.
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
Customer Review Experience
5 points per review
3 points per review
1 point per review
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business. Details
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.