Bergey's Inc.

We have received you letter regarding a complaint (ID [redacted]) from a customer. The customer came in 03/12/2014 with complaint “replace tire, mount on passenger front.” Mileage was 246,012. We acquired a new tire size 205/55r16 [redacted] RSA and mounted it on a wheel that was in the trunk and...

installed it on the right front. Returned the wheel/tire that was on the right front to the truck. The car had a large amount of damage to the right front and around the car in general and had a different size wheel on the rear. The customer paid for the tire and labor $114.17. The customer returned on 03/17/2014 with a complaint “there is a bubble in the side wall of the tire that was recently replaced.” Mileage was 246,609. We installed the spare tire on the right front for the customer and ordered a replacement [redacted] RSA size 205/55r16. The customer then returned on 03/20/2014 for installation. Mileage was 247,041. We mounted the new tire and installed on the right front for no charge. The customer then returned on 03/31 /2014 with complaint “check right front tire for a bubble.” Mileage was 248,262. We verified and ordered another [redacted] tire to match and installed. Again no charge to the customer. The customer then returned again with the tire/wheel off of the vehicle with another bubble. At this point Bergeys had paid for 2 replacement tires since [redacted] will not warranty a bubble in the sidewall. I looked at the tire and verified there was a bubble. The customer is either hitting potholes with this tire or has a concern with the vehicle. I informed the customer we would need to determine if there was a concern with his vehicle. The customer demanded a refund for the first repair he paid for. I informed him I will not refund his money with determining the origin of the concern. He declined and picked up his tire/wheel a few days later. The condition of the vehicle would lead one to believe the customer was causing the damage. We never informed the customer he could drive on the tire with a bubble for 100,000 miles.

Review: I had installed the tire to my flat tire on 03/12/14 with invoice#[redacted].The tire was bubble after the next day;I had asked for the new tire replacement two more times;the technical manager and customer service person told me with this bubble I still can drive for another 100000 miles without an issue.They replace the tire for me because the bubble occur at the middle of the front tire's surface.They had replace two more time with the same bubble issues.I had told them I need the refund because it takes me so much time to come back for replacement.They told me it happened because my rim.I disagreed with them because they did not told me that at the first time; until,I asked for the refund.I would like to file this complaint so that customer do not use this bad tire on the road & irresponsible service.Desired Settlement: I need the refund for my tire. I do not want to waste my time with the bad tires; also, I could not use this bad quality tire on the road. I hope Bergey has better service with customer especially with technical issues. Customers can die on the road because of the bad quality tire.

Business

Response:

We have received you letter regarding a complaint (ID [redacted]) from a customer. The customer came in 03/12/2014 with complaint “replace tire, mount on passenger front.” Mileage was 246,012. We acquired a new tire size 205/55r16 [redacted] RSA and mounted it on a wheel that was in the trunk and installed it on the right front. Returned the wheel/tire that was on the right front to the truck. The car had a large amount of damage to the right front and around the car in general and had a different size wheel on the rear. The customer paid for the tire and labor $114.17. The customer returned on 03/17/2014 with a complaint “there is a bubble in the side wall of the tire that was recently replaced.” Mileage was 246,609. We installed the spare tire on the right front for the customer and ordered a replacement [redacted] RSA size 205/55r16. The customer then returned on 03/20/2014 for installation. Mileage was 247,041. We mounted the new tire and installed on the right front for no charge. The customer then returned on 03/31 /2014 with complaint “check right front tire for a bubble.” Mileage was 248,262. We verified and ordered another [redacted] tire to match and installed. Again no charge to the customer. The customer then returned again with the tire/wheel off of the vehicle with another bubble. At this point Bergeys had paid for 2 replacement tires since [redacted] will not warranty a bubble in the sidewall. I looked at the tire and verified there was a bubble. The customer is either hitting potholes with this tire or has a concern with the vehicle. I informed the customer we would need to determine if there was a concern with his vehicle. The customer demanded a refund for the first repair he paid for. I informed him I will not refund his money with determining the origin of the concern. He declined and picked up his tire/wheel a few days later. The condition of the vehicle would lead one to believe the customer was causing the damage. We never informed the customer he could drive on the tire with a bubble for 100,000 miles.