City Tire Sales, Inc.

Review: I went to purchase two front tires on 5/4/2014 and I picked up my car drove it into my garage. The next time I drove my car the hub cap fell off and rolled down the street. I pulled over to pick it up and a big truck ran over it. In the middle of traffic I picked up the broken cap to prevent other cars to get damaged. I called City Tire and informed them and stated that they are not liable for the incident, and they're not willing to replace the hub cap. I'm disappointed in their negligence, since I trust a tire shop to be able to install a simple hub cap. I'm also disappointed in their poor customer service. I refuse to do business again with this company and I'll share my horrible experience with my friends and family.Desired Settlement: Replace my hub cap

Business

Response:

I am responding to a complaint by [redacted]. I would like to start off by saying that we are a family owned and operated business since 1959 with an excellent record with the Revdex.com. We have not maintained that record by being unprofessional and negligent as Ms. [redacted] suggests.

We did in fact sell her two tires for the front of her car. When she called and asked me to replace her hubcap, I asked her if I could call her back. I explained that I wanted to pull her original work order and invoice, as well as speak to the technician who installed her tires and the salesman who helped her. She agreed and gave me her contact information. After checking her work order, I confirmed that she had signed it, spoke with the tech and salesperson and then determined we were not responsible. The reasons why we declined to pay for her hubcap are as follows: First, she signed the work order which states we are not responsible for missing/broken caps. The reason for this policy is that most of the clips that hold the caps on are made of plastic, which over time and with exposure to the elements get dry and brittle. Once that happens they can break at any time, without any negligence. Second, was the technician stating he followed company policy by double checking the caps. They were on correctly when the car left our shop. The technician has been employed here for more than 10 years. He is responsible, professional and experienced.

Once I made the determination, I asked her salesman to call her and explain our decision. I also authorized him to offer to pay for half of the cost of one new cap, as a concession. I know that we were not negligent nor unprofessional, however, I appreciate her business and wanted to solve the problem. When he spoke with her and tried to explain our decision she got very angry, cut him off and told him we would hear from her attorney. She then hung up on him. Had she been polite enough to let him reply, she would have received the concession offer, which I feel is fair. That offer still stands. All I need is for her to bring me a receipt for one new cap, and I will immediately reimburse her for half of the cost.