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I had every intention of allowing our agreement to be the end of this matter, unfortunately Marvin had other plans. He was extremely unprofessional, insulting, degrading, and just an all around [censored]. I spoke to you because you own the shop. As far as I am/was concern you were the only one I needed to deal with, but for some reason Marvin had different ideas.
You made the decision as what was going to happen. Neither Marvin nor any of your other employees needed to add their two cents. I will quickly address the outer pads. After I ripped my finger a part trying to get the lug nuts off the drivers side. I told the person helping my to toss any two pads on. I was going to have it towed to Ryan and rip a strip off him. Of course that never happened, but I never went back to that side.
Marvin also noted that the brake job was half done by customer. He failed to note that was because the lug nuts were extremely over tight, and that Active Green and Ross were the last to touch them.
Marvin then asked me if I used a 6 or 12 point socket. Not willing to play his games I told him I didn’t remember. Marvin then guaranteed that I used a 12 point socket. I told Marvin that I purchased my sockets straight from mini, but that didn’t seem to matter. You will find a pic of my 6 point socket which is the only thin wall 17mm that I own.
The last thing Marvin told me was his entire week, and next weree f*%ked up all because of me and my mini. First I didn’t put the tires on my mini, and second it was your decision to bring my mini in as quickly as possible.
The actions of Marvin were deplorable. What service advisor tells a pretty good customer that they screwed up their week?
I am sorry Ryan. I had every intention of keeping your shop as my regular repair shop. I have never been fond of Marvin. He is a dinosaur in a post dinosaur world. Due to his actions over my mini, and his accusations, I’m sorry to say I will not be returning to your business, and I will be moving forward with this to the next level.
For your information I worked in this industry for years. I have been forced to retire do to a disability. Not only do I know what I’m talking about, but I am fully aware of what Marvin was implying, and it’s beyond insulting and unprofessional.
John Forsyth
Technician listed on invoice #[protected] is Ryan Curtis. However, I know this is not accurate as Ryan is the owner of Active Green and Ross #7009 Niagara Falls, Ontario
Service Advisor listed as Marvin VanSpronsen
My 2007 Mini Cooper S R56 was returned to above noted shop due to an over torque issue. I was attempting to R&R the rear pads, rotors, and callipers. As, with way more effort then required, I was unable to remove all the lug nuts on the rear tires. They were clearly over torqued possibly causing damage to the rims, tires, and rotors which any issue could have caused major control failure.
I spoke with Ryan, and explained the issue. Without hesitation Ryan agreed to resolve the problem at no cost to me. To be honest I expected nothing less from Ryan. I have been a loyal customer of his for years. I have always found Ryan to be honest, trustworthy, and very customer oriented. He is a great person.
There was one lug nut on the rear right tire that I could not even break free forget about remove. I used my SIX point socket which I purchased from Mini Cooper St. Catharines. The SIX point socket was made for Mini Cooper lug nuts. Anyone that doesn’t understand that shouldn’t be in the industry.
As I already knew was going to happen, they were able to get the well rounded lug nut off. That’s just common sense. They had far more torque then I had at my house, and unlimited heat, if needed. However, that much torque, or heat should not have been needed. What would have happened if I, or my wife were stuck on the side of the road with a flat? We would have been stuck. That’s 100% coming unacceptable .
On this invoice there is no mention of what the torque was set at. I will be along my Mini to another licensed shop and have them check torque on all 4x tires, and the brake job.
Rear right lug nuts torqued to 130
Rear left lug nuts torqued to 135
Stopped checking torque on both front wheels at 155
Country of complaint: Canada
Desired outcome: Unknown still having damage, if any, detailed and estimated for repair. If there is any damage that was caused by the extreme over torquing I will expect Ryan to cover 100% of the cost.
Formal complaint against Active Green & Ross 7009 Lundy's Lane West of Dorchester Road, Niagara Falls. Owner Ryan Curtis.
Joseph Fill in last name installed four new all seasons on my 2007 Mini Cooper S R56 on August Ty, 2022. It is unknown to me if Joseph is a licensed technician or not, but you do not have to be to do tires.
On Monday August 15, 2022 my rear brakes started making noise as I drove my wife to work. It was easy to tell it was the rear brakes. Once I returned home I ordered the parts and went to pick them up. Upon returning I prepared to remove the rear passenger side tire. I noticed right away that the lug nuts were tighter then they should be. In fact I had to stand on my breaker bar and bounce in order to break each one free. I knew someone had dropped the ball at Active Green & Ross while tightening the lug nuts. That would have Joseph last name. At this point I was willing to chalk it up to a bad day on his part.
Once I moved to the drivers side my willingness to forgive and forget flew out the window. 3 out of the 4 lug nuts were incredibly tight, but the fourth was the tightest lug nut I have ever come across. It no longer felt like a bad day, but something that was done on purpose. I still tried to break it free until my hand slipped and I ripped open the index finger on my left hand. I was so angry. At this time my neighbour came over to check on me. I asked him to throw together the other side so I could get the car towed to Ryan and I could rip a strip off him and Joseph. My neighbour asked if there was a difference in the pads. I told him yes, but not to worry about it right now.
I never went to Ryan that day. Instead a different neighbour came over and tried to get the lug nut off. He tried a breaker bar, extraction sockets, and a Ingersol Rand battery operated torque gun. Nothing could break this lug nut free.
I went and spoke to Ryan the next day. I explained to him what I was dealing with. Ryan told me to have it towed here and he would take care of it free of charge, which he did. This caused his service advisor to be extremely unprofessional, insulting, and disrespectful. Actually blaming me personally for screwing up his schedule for the next week and a half.
Today I closely reviewed the invoice I was given. I noticed childish remarks, but nothing about what my rear tires were torqued to, and if the front lug nuts were checked.
I know the torque spec on my 2007 Mini Cooper S R56 is 103 ft/lbs below is the listing of what I found each lug nut on every wheel torqued to;
Front left tire
Gave up at 180 ft/lbs of torque
Rear left tire
140 ft/lbs
Rear right tire
140 ft/lbs
Front right tire
Gave up at 180 ft/lbs of torque
Dangers of over torqued lug nuts ;
ISSUES AND DANGERS OF OVER TORQUING TIRES
- Over torquing of the lug nut could cause one or more to shear off under pressure and could cause a fatal accident.
- Disc brake rotors and brake drums can distort, causing steering wheel shake and shuddering when braking which can have knock-on effects in damaging other related components.
One of the best points to my complaint;
Having to replace a flat tyre on the side of a busy road is something all motorists would rather avoid. If you know what you’re doing and everything works the way it should, fitting a spare wheel should not take more than half an hour and you’ll be on your way.
However, how would you feel in that scenario if you went to loosen your car’s wheel nuts, using the standard wheel brace supplied with the car, only to discover that the nuts were so tight you could not budge them? So tight that even placing your foot on the wheel brace and standing on it with all of your body weight could not crack them loose? Anecdotal evidence suggest this is not uncommon.
Needless to say, over-tightened wheel nuts can turn a simple wheel change into a nightmare. So, to ensure you don’t find yourself in this situation - and avoid potential mechanical damage you may not be aware of.
In closing I would like to make it known that I have three children that live in Brantford. I spend two hours on the highway.