Burt Brothers Tire & Service, Inc.

I am sorry to hear that your experience was not up to yours and our standards I am sorry you had to come back to get the vacuum lines hooked up again That is very frustrating In dealing with the price discrepancy it is not just cut and dry on how that works for us as it does in
anything you purchase retail There are many parts out there and can all be bought at very differing prices I do agree that there are parts you can buy that are cheaper than the ones we installed We try to use parts that will have a good warranty and we have had good success with from our different suppliers We do not want to be known as the high priced guys but we do want to be know for doing the job right and unfortunately you had to come back I checked around on different parts that can be used for your vehicle and the average retail cost that I found from different shops like ours for all the parts was $ That includes both sensors and the harness We will never compete with online pricing and even some of the economy parts houses We are not set up to compete with those types of wholesalers The prices for the parts we put on is fair but I see that you do not feel the same way I would be happy to meet in the middle and do a $credit I am doing this to show you we do care about taking care of people and hopefully you understand the difference with us and you looking for parts through these other means

I understand the confusion on mileage might have played a part in the confusion here I am sending a check to refund the customer today and hope that will resolve the issue Again, I am so sorry for the trouble.Brandon ***

I would like to respond to the message sent in to us about Burt Brothers not standing behind our products.   I want everyone involved in this complaint that we stand behind every thing we do.   I would like to paint the picture of the situation from our vantage point.The customer came in...

to our location and we sold him some Goodyear tires.  We explained our road hazard warranty and he declined at that time to purchase it because he said he never buys the warranty.  That is obviously the customers choice and we respect that.  So then we fast forward to this week when the customer came back to us with a damaged tire.   There was a slit in the tire directly corresponding to a nick in the wheel on the vehicle.  This is caused by coming in contact with something in the road to cause the tire to fail.  This is not the fault of the tire, manufacturer, or the installer  I know that the customer does not feel they hit anything but what we all need to understand that the tire does not blow out by itself.   The hazard in the road does not have to be a large object that we would even have noticed that we would have ran over, just to clarify.  Also, as we look at the slit on the tire and the mark on the wheel that match up perfect, we know that the force was hard enough to cut the tire and mark the wheel.  I would be happy to have others from our industry including my competitors explain the same thing.  I have reached out to many of them to make sure I am not out of line in my statements.   We explained that since the customer did not buy the road hazard warranty we offered to give them a wholesale deal on the tire to try and make it more affordable.  He declined that offer from the Farmington store but a day later bought one for the same deal from our Bountiful Store and seemed very happy to the salesman that helped him.   We tried in our most honest of ways to explain why we can not give everyone new tires for free if they do not buy the insurance.  I do not like to buy insurance either but when I need it I am sure glad I have it.  So I hope everyone understands that we do want to take care of our customers by selling them road hazard insurance so when this does happen we do not run in to any conflicts.    There has been many negative reviews said about us online which makes us feel saddened because we did everything in our power with the situation.  But to take it a step further I have put in a special request to Goodyear to analyze the situation as well.  I understand the customer wants money back for the tire he had to purchase, we are seen as the business that makes the money on the sale but we must remember that we still have to make money to pay all the employees and also pay for the products we sell.  If we refunded every customer for tires that are ruined that do not buy road hazard warranty we would not be in business to take care of the people that do buy it.  With that said, I am still hopeful that my pull with Goodyear with result in a credit for that tire. However, I would like in exchange for my efforts the removal of all bad reviews/posts that were said about us because from my statements above we did not do anything wrong.I will keep in contact with whom ever I am asked to comply with this process when I hear back from Goodyear.  Please let me know what decision is made.

I am so sorry for the problem and would love to talk to the customer if she will.  I will pay the money back to her.  The big issue we wanted to discuss with her is that the truck had driven 1200 miles and wanted to know if anything could have caused the problem.  We just don't see...

wheels getting loose like that after that many miles.  Regardless of that I will reimburse Ms [redacted] fully.  Let me know how the process works and I will get it done.  Again, I am so sorry!!Brandon [redacted]@burtbrothers.com

Complaint: [redacted]
I am rejecting this response because:  The truck had NOT driven 1200 miles.  I had the wheels on just over 2 weeks and only drove to work and back with some personal use within SLC.  I see they offered a refund, but again, I have yet to see it.
Sincerely,
Thearsea [redacted]

Thank you. That is acceptable and I'll update my Google review as well.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Thearsea [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

**, We are sorry about the experiences you have spoken of in this complaint. First and foremost we would like to apologize for any inconvenience this may have caused you. We want to assure you that we invest heavily in the best equipment and best training programs for our staff. After reviewing...

your customer file, reading your complaint, and talking with my staff, please be assured that we are taking the necessary steps to prevent this from  happening in the future. We are making the necessary changes to our documentation process so that you, and other customers are not left to guessing what happened. On the Jeep, we could not remove the center caps on your after market wheels on the jeep, this was preventing us from being able to change over and balance your tires. We called and spoke with your wife prior to the service, letting her know of what was needed in order to get the tires changed. We also let her know of the consequence of the necessary steps to remove the seized bolts in the caps, and that they would no longer be able to be put back on the vehicle upon completion. We never wanted you to have to find out about the caps this way, we assumed that talking with your wife about it, the info would also get to you. We will do a better job writing this all down on the invoice so that could have helped in this case. We also wanted to offer of the replacement of your custom lug nuts. In every case with customer lug nuts, they tend to be more specialty and we did not have those exact replacements in stock at the time, we could have ordered them for you, we also still would offer the replacements we have in stock currently as another option. The shock bolt on the Ford could have either snapped under pressure from being removed and re-installed on your same shock. These shock bolts, similar to u-bolts get stretched in order to tighten them with the proper torque they need. So without knowing what happened to the bolt, we quickly got a replacement and fixed that for you at no charge. Once again, we offer our sincere apologies for any inconvenience this caused you, we assure you it was not our intentions. Lastly, we are taking the necessary steps to help our sales people handle these difficult situations. After talking with my salesman that spoke with you recently, the situation was very difficult as you witnessed, and communication was a strong issue in this situation. Neither side was getting on any common ground, which in its self can be frustrating.  We strive for the best customer experience, and we pride our self on the growth of Burt Brothers. We attribute this to giving consistent customer service. We hope you will understand and see this from our perspective as well, and understand the strides we are taking to unsure this wont happen again. Thanks, if you have any further questions, please don't hesitate to call. Sincerely,Jason B[redacted]