Blue Ridge Tire Center

Review: I recently brought my vehicle to this shop to have my tires balanced and rotated due to a slight vibration when I reached any speed above 70. They said they couldn't guarantee it but should be able to make it better. After dropping it off I received a call that my tire that had 2 slits in it where the rim was bent and needed to be replaced right away. I thought this was odd since we looked over this specific tire with the manager and none of us saw these 2 slits on the sidewall before dropping it off. However I agreed to letting them replace it against my better judgement. As I drove my vehicle home I experienced the worse vibration starting at the speed of 40 mph than ever before. I also noticed my tires were never rotated. As well as when I did a more thorough check of the tire they replaced there were slits the same length in between each other going all the way around the tire like a machine had done the damage. Certainly not matching with the story they told us. So I decided to take it back and speak with the manager and he would not even come around the desk to see what we were talking about. He had no explanation for it. He offered no refund and certainly would not take the tire back. He did offer to attempt to balance the tires again but gave no guarantee again. I did not feel comfortable leaving my vehicle with them again for fear that another tire may be damaged. If this shop did not have the proper equipment to handle 26 inch rims and tires than they should have been upfront with me.Desired Settlement: I feel that I was taken advantage of and the fact that the manager would not even take a minute to come around the desk to see what we were talking about with the slits in the tire or give us an explanation makes me feel that they knew they damaged my tire and did not want to have to pay for it. I want a full refund and will return the tire to them minus the $100 they charged me for fixing my rim which they did actually do. But the balance I want credited back to my credit card in the amount of 406.16. I think this is fair considering they should be taking there tire back, refunding my money and paying to replace my tire with the same one I had. Thank you

Business

Response:

Mr. [redacted] came into our business on 5-22-13 because he was having some balance issues with his vehicle which is not designed to be running those big of wheels and tires in the first place. These big huge tires and rims are not good for that vehicle. When he came into our business the manager [redacted] made it very clear with mr [redacted] that he would try and balance the tires for him but that he could not gaurantee this because again these big tires and rims are not designed for the vehicle and that its not unusual to have these problems because the wheels and tires are to big for factory settings in the first place, so mr [redacted] clearly agreed to us trying to resolve his problem that he brought to us with no gaurantees of any kind. Mr [redacted] made certain of this before we accepted this task and after mr [redacted] agreed to this then we got busy on it for him. He also informed us that one of the wheels were bent form a hard impact and we let him know that we have the capability to straighten out wheels to make them like new again. We pulled his vehicle in after our head tech [redacted] took the wheel off that had the bend in it he noticed several slits in the tire and this was found before any dismounting of the tire had happened. In fact as soon as [redacted] found this problem and we immediatly called mr [redacted] because of the obvious saftely concerns for him and his family. I called mr [redacted] and I informed him of the problem with the tire and at that point he did not seem to concerned and did not wanna get the new tire at this point so I hung up the phone and informed mr [redacted] of this so he called mr [redacted] back to let him know of how bad this tire is and that we can't let the vehicle go out of here like that because of saftey issue for him and his children and wife. So he said to go ahead and order the tire. We informed him that this is a specialized size and that it is a special order non refundable (tire size 30530r26) These are tires that we normally have to have payment up front because of the unusual tire size thats not common. Again we informed mr [redacted] that this tire if ordered is a nonrefundable tire and he agreed to this. I am very concerned that mr [redacted] would say that our business had something to do with the damage to his tire which of course we had nothing to do with this damage. He came in and admitted that he was responsible for the bent wheel and if he can bend a wheel in that fashion then why would he think that he wouldn't damage a rubber tire and only bend the wheel. Our establishment has been in business way to long and we don't do business like this and we would never damage a tire and not take responsiblity for it. We have to good of a reputation. I know mr [redacted] is frustrated with this vehicle and he even expressed to me that he hated those big wheels and tires and thats hes had nothing but trouble out of them, and that he had plans to put the normal sizes back on as soon as he can. We did everything we promised to do for mr [redacted] and we in no way feel that we owe him for anything because we did everything that he agreed to. We mount these types of tires all the time and we have the right equipment to handle 26inch rims. In fact we did some 32's the other week and we know what we are doing because we do this day in and day out.Thank you, [redacted]Blue Ridge Tire Center

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. We were never told the tire was non- refundable. They still have no response to charging us for the tire rotation even though they definitely did not do. I also took to another shop to get a 2nd opinion and was advised the powder they used to balance our tires should never have been used for low pro file tires. Clearly a shop that knows what they are doing would know that. Also when we brought the tire back to show the manager that there were slits all around the tire he would not even come around the desk to see what we we're upset about and trying to show him. At that time, another tech that said he was the one working on it advised that there were similar slits but not as many in my other rear tire. We were never told this when we were so urgently called about the slices in the tire with the slightly bent rim that must be replaced. We were initially told that the slits were made when the rim was bent by the tech that called us and the manager that was working when we came to pick it up. If this was the case then how did the other tire have the same exact slits in the side wall as well. Also, if I did not not like my big wheels and rims on my vehicle than I would just take them off. That comment made absolutely no sense on behalf of the company and I did not say that. Regards,[redacted]

Business

Response:

When the customer came in the wheel was bent. We took it next door and they straightened the wheel. However, the tire had been damaged by the bent wheel. This firm did not cut the customer's tire. The customer was very thankful at the time that we were able to get the wheel straightened. We use this powder all the time when balancing tires, the 2nd opinion is just that, another opinion. We did rotate his tires. I made it clear that I could not promise to get the vehicle to ride smooth and he said to try.There is nothing more we can do on the customer's behalf. Thank you,[redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The business is not offering any resolution. Regards,[redacted]

Review: Purchased tires & had them mounted & balanced, installer stated one of the front tire sensor lights wouldn't go out. He tried resetting the sensor but stated it must be broke and that I could bring it back for repair with after market parts plus labor. I stated it was working properly before the tires were installed. Took my truck to [redacted] where service department stated the computer scan showed tire sensor was over inflated during new tire inflation. Scan showed 90 psi which service tech stated blew the sensor out and could only have happened during the new tire inflation. [redacted] stated it happens sometimes but they always replace the sensor if they break one and felt Blue Ridge would pay the repair bill as it was clear their installer was at fault. [redacted] stated Blue Ridge could call if they had any questions about their finding. Blue Ridge is refusing to pay the $195 bill.Desired Settlement: Blue Ridge Tire should refund me the cost of having the tire sensor replaced as computer scan showed it was clearly due to negligence on the part of the installer. At no time has Blue Ridge taken responsibility for breaking the tire sensor and manager [redacted] states that I could have brought my truck back to them for repair but don't feel I should have to pay [redacted] or Blue Ridge for a part that was broken by a service technician.

Business

Response:

I have reviewed the customers' complaint and have found it to lack complete

details and facts as to what the customer was actually told. The customer was

told there was an issue with the TPMS sensor on the vehicle and that it would

need to be replaced. The sensor was examined and it was determined that Blue

Ridge Tire Center did not have the correct replacement part in-stock for the

customers' vehicle. We explained to the customer the correct replacement part

would be ordered and due to shipping the part would be available on the Monday

following his date of service. The customer was asked to return at that time to

have his TPMS issue corrected. We also explained to the customer about visiting

dealerships in which they charge higher rates for TPMS parts and system resets.

The advantage with our aftermarket parts and system resets is, in this case, a

$90.00 savings. The customer agreed to return to have this problem corrected.

The parts arrived on March the 31st and we didn't see the customer again until the

end of the following week in which he brought us a copy of his receipt from

[redacted] and requested we repay him the $195.00 total. The customer did

not, at any time, contact Blue Ridge Tire Center and state he was taking his

vehicle elsewhere to get repaired, not to order the replacement part, or that he

was not returning to get the sensor fixed. Blue Ridge Tire Center was under the

impression the customer would return to get the ordered part installed into the

vehicle. Furthermore, had Blue Ridge Tire Center been responsible for the

damage of the sensor, we would have replaced it at no charge pending the arrival

of the part. The customer decided to get this issue resolved at the dealership at

his own expense knowing a replacement part had been ordered.

Lastly, after consulting multiple sources, it was determined that no scan

machine could accurately determine how much pressure went through a sensor.

Additionally, our technicians including myself would have no need of inflating a

"P-Metric" tire in excess 44 PSI for any reason. Our staff is TIA trained and

certified and do not use unsafe practices when airing up passenger, light truck,

and/or medium truck tires. Light Truck tires, for reference, have a maximum

inflation pressure of 80 PSI. A reading of an incorrect pressure on a sensor is an

indication of replacement.

Thanks,

Blue Ridge Tire Center

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

When I took my truck in for new tires the sensor was working properly but was broken when my truck was returned to me. I stand by the information that was provided me by [redacted] stating the sensor was over inflated during the tire installation.

Regards,