We sincerely want to come to an amicable resolution with this customer. When she came into our tire shop she was driving an all wheel drive pacifica. On the rear she had what appeared to be two pretty new 235-65-17 inch tires. On the front she had two extremely worn and bald 235-65-17's with the wires actually poking out. The owner/manager of the shop, Lonnie brown, explained to her that he didn't have that size but she could check back in a couple days as he gets tires daily. She then explained that she felt anything would be better than what she had and she was afraid to keep driving on them. Lonnie then brought a 225-65-17 inch tire out explaining it's a bit shorter than a 235-65-17 but the customer said that she wanted the tires, that they were better than what was on it. Lonnie and Josh installed them. The customer then asked that Lonnie and/or Josh install the same size tire on a rim she brought in for her father who also needed the 235-65-17. They installed it. Lonnie discounted the tires because they were the smaller size to 80.00 instead of 90.00 and charged them for the disposal of 3 tires at 4.00 each, for a total of 92.00.When the customer originally left she wrote a positive review on our Facebook page.The following day the customer called back explaining that her car had broken down on the side of the road because of the tires that we put on her car. During one particular phone conversation the customer became very upset and vulgar, at which point Lonnie did tell her that he had other customers and could not continue to argue, he told her he was going to hang up, he told her have a good day, and he hung up. At some point however, during a conversation with Tom, one of our complaint resolution specialists, the customer was offered to come back in, have her money fully refunded and have her original tires re-installed. The customer agreed to come in. She stated that her father had them off the car and would be in the following day for that transaction. They never came or called back until 20 days later when the customer threatened legal action.Our stance on this situation is that because of the wear on the original tires, having been bald (without tread), by the time they were replaced, could have definitely caused the damage she stated was done to her car as those original tires were at the time of the exchange, the same height as the tires we installed or at least a smaller height than the newer 235-65-17's that were on the rear of her car. The damage could have been transpiring long before we (Brown's Tires LLC.), installed the tires that we installed. As much as the customer may not want to acknowledge, it truly could have just been a coincidence that when the transmission finally went out, it happened to be a day after she exchanged her tires at our shop.Although Browns has changed owners over the past 30 some years, we are a family owned business that takes customer satisfaction very seriously. We are very willing to give the customer her money back, and throw in a set of (used, as we are a used tire sales business 235-65-17's), but because of the reasons stated above, cannot claim responsibility for damages. We do wish that our customer gets resolution to her position.
We have been contacted by the consumers insurance company. We are glad that she was able to have her vehicle repaired. We will at this point have our attorney contact her insurance company as we maintain our position and believe that we can prove that the damage was done due to the wear and tear of her original tires.
Lonnie [redacted] called Revdex.com and responded to this complaint verbally. He said he offered to give consumer's old tires back and refund her money and she agreed but never showed up. He still is willing to do that but will only hold the tires 10 more days, then they will be disposed of. He said the car...
already had front end damage which was what caused the problems.
We have made a resolution, there is no need for further action
We sincerely want to come to an amicable resolution with this customer. When she came into our tire shop she was driving an all wheel drive pacifica. On the rear she had what appeared to be two pretty new 235-65-17 inch tires. On the front she had two extremely worn and bald 235-65-17's with the wires actually poking out. The owner/manager of the shop, Lonnie brown, explained to her that he didn't have that size but she could check back in a couple days as he gets tires daily. She then explained that she felt anything would be better than what she had and she was afraid to keep driving on them. Lonnie then brought a 225-65-17 inch tire out explaining it's a bit shorter than a 235-65-17 but the customer said that she wanted the tires, that they were better than what was on it. Lonnie and Josh installed them. The customer then asked that Lonnie and/or Josh install the same size tire on a rim she brought in for her father who also needed the 235-65-17. They installed it. Lonnie discounted the tires because they were the smaller size to 80.00 instead of 90.00 and charged them for the disposal of 3 tires at 4.00 each, for a total of 92.00.When the customer originally left she wrote a positive review on our Facebook page.The following day the customer called back explaining that her car had broken down on the side of the road because of the tires that we put on her car. During one particular phone conversation the customer became very upset and vulgar, at which point Lonnie did tell her that he had other customers and could not continue to argue, he told her he was going to hang up, he told her have a good day, and he hung up. At some point however, during a conversation with Tom, one of our complaint resolution specialists, the customer was offered to come back in, have her money fully refunded and have her original tires re-installed. The customer agreed to come in. She stated that her father had them off the car and would be in the following day for that transaction. They never came or called back until 20 days later when the customer threatened legal action.Our stance on this situation is that because of the wear on the original tires, having been bald (without tread), by the time they were replaced, could have definitely caused the damage she stated was done to her car as those original tires were at the time of the exchange, the same height as the tires we installed or at least a smaller height than the newer 235-65-17's that were on the rear of her car. The damage could have been transpiring long before we (Brown's Tires LLC.), installed the tires that we installed. As much as the customer may not want to acknowledge, it truly could have just been a coincidence that when the transmission finally went out, it happened to be a day after she exchanged her tires at our shop.Although Browns has changed owners over the past 30 some years, we are a family owned business that takes customer satisfaction very seriously. We are very willing to give the customer her money back, and throw in a set of (used, as we are a used tire sales business 235-65-17's), but because of the reasons stated above, cannot claim responsibility for damages. We do wish that our customer gets resolution to her position.
We have been contacted by the consumers insurance company. We are glad that she was able to have her vehicle repaired. We will at this point have our attorney contact her insurance company as we maintain our position and believe that we can prove that the damage was done due to the wear and tear of her original tires.
Lonnie [redacted] called Revdex.com and responded to this complaint verbally. He said he offered to give consumer's old tires back and refund her money and she agreed but never showed up. He still is willing to do that but will only hold the tires 10 more days, then they will be disposed of. He said the car...
already had front end damage which was what caused the problems.