Goodyear Responds to ABC’s ‘The Lookout’s’ Report, ‘Undercover Mechanic’

By ABC News

Jun 19, 2013 10:00pm

ABC’s The Lookout went undercover to Goodyear’s Commack, N.Y. location. The Goodyear Tire & Rubber Company reached out with this statement to expert mechanic Audra Fordin after the report aired.

Response From The Goodyear Tire & Rubber Company’s Chairman of the Board, Chief Executive Officer and President Richard J. Krammer:

“This past Wednesday [June 19, 2013] , I watched ABC’s “The Lookout,” which featured your visit to Goodyear’s auto service center in Commack. As you may expect, I was shocked to see the way you and Elisabeth Leamy were treated. Please allow me to reiterate our store manager’s apology and express my own. We’re very sorry about the way you were treated.

For 115 years, we have worked hard to earn the trust of consumers around the world. This work never ends. In our Goodyear Mission, we vow to treat others with honesty, integrity, and respect. Sadly, we neither honored that trust nor lived up to our mission in this instance.

I assure you we do not tolerate such behavior. The two individuals in our Commack store are no longer with the company. Their behavior does not represent the outstanding work done by our associates at more than 600 Goodyear retail locations across the country.

As regrettable as this incident was for Goodyear, your experience provided us with an important reminder that we must treat every customer fairly and honestly, with no exceptions. We genuinely appreciate the advice you offered at the end of the segment to help and encourage all drivers to be smarter consumers. We know first-hand that you are in a demanding profession and we admire the passion you bring to your work.

Again, please accept my apology for your recent experience. We will rededicate ourselves to earning the trust people have placed in Goodyear for more than a century.”

Original Response From Goodyear Auto Service Center Manager Eric Johnston:

“Thank you for bringing this issue to our attention.

We apologize to our customer for the way she was treated at this location .

We are conducting a thorough investigation and have taken the following initial steps.

  • We determined the technician made incorrect statements to the customer and did not perform the work according to the invoice.  He is no longer employed by the company.
  • We have taken appropriate disciplinary steps with the other employee involved.
  • The company will completely refund the cost of the service.
  • We are reviewing our service policies with all associates at the store to make sure they are familiar with the proper way to service our customers.

Goodyear operates more than 600 stores in the United States.  The Company is focused on serving ALL of our customers equally well, and takes issues like this very seriously.

It’s unfortunate the actions of one person can overshadow the excellent service provided by the other employees in our store.

Any customer who has questions or concerns about service at one of our stores can call 800-321-2136 or at www.goodyear.com.

Again we apologize for this incident and will work hard to maintain the trust of our customers.”

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