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All adjustments for tire tread wear are warranted through the manufacturer So when a customer comes to us with a problem with not getting the mileage that the manufacturer stated that they should get, we have to take measurements of the tires, advise of rotations and alignments that were done, and the mileage that they got from the tires.Again, we are sorry that the customer was not happy with the adjustment that was being offered by [redacted] , but there is nothing that we can do to override their decisionThe customer did state that he went elsewhere and got tires at a better price even with the adjustment that [redacted] was offering, so I am not sure what he is looking for from us

[redacted] we are so very sorry about the problem with your lug nuts when you came into our shop for a tire rotation We processed a check request to reimburse you for the work you had done at another location on Friday August 19, Your check was put in the mail on Monday August 22, If you have not received your check yet please do not hesitate to contact me directly at ###-###-####.Regards,Robin D [redacted] Customer Experience AdministratorJack Williams Tire and Auto Service Centers

The customer came in on April 16, 2014, for us to do a PA State Safety Inspection, Emissions Inspection and also asked us to check her brakes We had a look over the vehicle for the PA Safety Inspection and everything passed We advised the customer that the front brake pads were worn unevenly on both sides, the outside pads were much less worn than the insides which is entirely indicative of brake calipers that are beginning to failThe calipers do not release evenly everytime the drive lets off the brake, which allows one or both sides (in her case, the insides on both sides) to ride on the rotors more than is intendedThis also created some heat marks on the rotors due to much more friction than should happen We advised her that the brakes did pass inspection by the PA State Safety Inspection standards, but that she would need brakes in the near future We told her that even though the brake pads are worn they still pass inspection as they had not worn to below the state minimum in any area The calipers were still working to some extent (though not ideally), and the rotors did not measure below the minimum specification eitherOur suggestion to her was to not throw her money away by just putting new pads on knowing that the calipers were starting to fail, this would not fix the underlying problem, she would be paying for labor that would need to be redone again in the near future, and the new pads would wear unevenly and quickly just like the old onesWe gave her an estimate to replace the calipers on both front wheels, a new set of front pads, and suggested a brake flush and new rotors We always recommend new brake fluid with caliper problems because calipers usually fail due to contamination of the brake fluid, and the rotors were recommended because they were damaged by the heat, though any future problems from not replacing them was limited After we gave her the estimate and explained everything to the customer, she said she needed to discuss it with her father who was more familiar with cars than she We did let her know that no brake work was required for inspection, and she said she would call backLater on, she called back and said she would be getting a second opinion from her from a master mechanic who had been working on cars for more than plus years, this being her Grandfather We told her that was fineThe customer paid $for her Safety Inspection and Emissions We advised her that after she had the other mechanic look at her brakes if she wanted us to do the brake work we would need one day heato plan it I have attached the work order from when she was in on April 16th and passed inspection and the complaint that she submitted to usWe do not feel that she is entitled to any refund, she did get a safety inspection and an emission inspection We always offer to show any customer what is wrong with the vehicle by taking them out into the shop - wearing safety glasses that we provide and being escorted by the technician and a service advisor This is a common practice in many garages and a customer is more likely to agree to repairs if they can see exactly what we are advising them needs to be repaired/replacedIt is the customers decision to take the vehicle for a second opinion on repairs, and it was her decision to travel over an hour away so her Grandfather could repair her vehicle Our pricing versus what the customer was charged is like comparing apples and oranges We have our pricing and other shops have theirs We did not charge her to tell her what was wrong with her brakes, we just gave her an estimate on what we foundPlease see the attached invoice and complaint from the customer and please do not hesitate to contact me with any questions or concernsRegards,Robin D [redacted] Customer Experience AdministratorJack Williams Tire and Auto Service Center, Inc###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:I had sent the pictures in to Jack Williams Tire Insurance CarrierAfter I have received the rejection e-mail I have spent several days going to body shops and recently a car dealership, all of which confirmed that it was due to improper liftingI had contacted their insurance carrier with all of the information and evidence that contradicts their denial letterI am a firm believer in integrity and have recently contacted my insurance aswel to investigate this matterThis is totally unreasonable and uncalled for to never have their insurance carrier send an adjuster to look at the damage And base everything solely on the account of the individual responsibleAlong with the inconsistencies in their denial letter and the overwhelming evidence that I have accumulated, I will continue to take this matter as far as possibleIntegrity and Trust are values I have cherished my entire life and will continue to do so, even if they have not been reflected back to me Regards, [redacted]

We keep going back and forth on this There is not going to be a refund on the shocks, and he was advised that if he replaced the tires he would not have the noise

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: This business failed to honor the manufacturer's warranty and did not disclose their Company policy in regards to the tire warrantyThe company should be held accountable for deceptive consumer practices Regards, [redacted]

I do show that the customer came into our shop for a flat repair on 10/20/ I am asking that the customer come back into the shop or to any Jack Williams Tire and Auto Service Center with the receipts from the tires that they purchased from [redacted] and ***, we will be able to match tires on the invoices with DOT numbers and see if any tires are missing Mistakes do happen and if we did make a mistake and put a wrong tire on the vehicle we will make every effort to correct the situation The customer can go to our website to see a list of locations if they do not want to come back into the same location, our website is www.jackwilliams.com/locations We look forward to seeing the customer again and clearing up this problem.Regards,Robin D [redacted] Customer Experience AdministratorJack Williams Tire and Auto Service Centers

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: You have to ask jack Williams one question only to see they are outright lyingIf I spent all that money to get my rear shocks, rear brakes and rear rotors fixed because I had flats on my wheels , then why would I not replace the tires with flat wheels, which could've caused me to have an accident? I already spent money to fix what jack Williams told me was the problem, but NEVER advised me to replace the tiresIf you look at this logically, they already told you they lied, without even admitting itIt makes absolutely no sense for me to spend so much without fixing the thing that could've caused me to have an accidentI feel that they are lying to cover their rear ends because they know they messed upThey also write refusals on the bill of saleNowhere on the bill of sale does it say I was told to replace tires and customer refusedI want to be refunded for the shocks I didn't need Regards, [redacted] ***

The customer did come in to our Tunkhannock location on 03/09/stating that he had hit a tree branch and may have done damage to his radiator since the vehicle was overheating, and that the check engine light came on We advised that we could perform a 1/hour diagnostics on the vehicle at the rate of $the customer agreed to this and we brought the vehicle in.After our inspection and diagnostics of the vehicle we advised the customer that the fan was not working, and that the condenser had a dent We gave him a quote to replace the fan, check further into the condenser to see if the dent had caused any damage and also to replace the radiator if he wanted to but it was not the cause of the vehicle overheating.The customer left and advised that he would think about this and get back to us.We did what the customer asked us to do so we would not be refunding him for our time to look at the vehicle and advise him what is wrong with it.See the attached work order showing that we suggested the repair to the fan and condenser after further diagnostics on the vehicle

I am sorry that they did not tell you up front that if your vehicle was out of alignment that it could affect the warranty of your tires I doubt that any store would tell you thisAs a sign of goodwill - I am offering to you a free alignment This is a one time courtesy that we will align your vehicle so you have proof that your vehicle was aligned soon after the tires were installed.Please know that the mfg can ask for additional proof of alignments and rotations as shown in the information that I sent you, if you file a claim with them for the tread wear of the tires.If you choose to accept this offer of a free alignment, please call Customer Service at ###-###-####, so we can set up this appointment.I do hope that this will satisfy your complaint.Regards,Robin D [redacted] Jack Williams Tire Customer Experience Administrator

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I am not rejecting this latest response, I am answering the question asked by it I am not "looking for" anything from Williams company anymore, my last correspondence was to set the record straight for anyone who reads this complaint The previous response from Williams indicated that I under-inflated their tires when in fact THEY lowered the tire pressure, causing the greater wear to the outside edges of the treads; they also indicated that the tires failed because of faulty wheel alignment, though they made no attempt to check that alignment When I took the truck to their competitor, they checked the alignment and said it was perfect, needed no adjustment at all So I guess I just want it on the record that Williams sold me tires that were warranted for 70,miles, they only lasted 27,miles, and neither Williams nor the manufacturer ( [redacted] ) made things right As far as I am concerned, this should be the end of the discussion Regards, [redacted]

From: [redacted] < [redacted] @ [redacted] .com>Date: Mon, Aug 14, at 6:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com there not going to do anything about it and I don't have the money to fight big business...so oh well I guess they will go ripper people off

Most people want their new tires on the front of their vehicle, but in reality when you are only purchasing tires, they should be put on the rear (or back) of the vehicle. The reason being that they will provide more wet and wintry traction. When tires are replaced in pairs
in situations like these, the new tires should always be installed on the rear axle and the partially worn tires moved to the frontNew tires on the rear axle help the driver more easily maintain control on wet or snow covered roads since deeper treaded tires are better at gripping the road. If the front tires have significantly less tread depth than the rear tires, this will cause the fronts start to lose traction on wet or snowyroads before the rear tiresWhile this will cause the vehicle to understeer (the vehicle wants to continue driving straight ahead), understeer is relatively easy to control because releasing the gas pedal will slow the vehicle and help the driver maintain control.However, if the front tires have significantly more tread depth than the rear tires, the rear tires will begin to lose traction on wet or snowy roads before the frontsThis will cause the vehicle to oversteer (the vehicle will want to spin)Oversteer is far more difficult to control and in addition to the initial distress felt when the rear of the car starts sliding, quickly releasing the gas pedal in an attempt to slow down may actually make it more difficult for the driver to regain control, possibly causing a complete spinout.Members of Jack Williams Tire & Auto Service Centers have had the chance to experience this phenomenon at *** *** *** ***Participants were allowed to drive around a large radius, wet curve in vehicles fitted with tires of different tread depths -- one vehicle with new tires on the rear and half-worn tires on the front and the other with the new tires in the front and half-worn tires on the rear.It didn't take long for this hanexperience to confirm that the "proving grounds" name for the facility was correctThe ability to sense and control predictable understeer with the new tires on the rear and the helplessness in trying to control the surprising oversteer with the new tires on the front was emphatically proven.And even though our drivers had the advantage of knowing we were going to be challenged to maintain car control, spinouts became common during our laps in the car with the new tires on the front and the worn tires on the rear*** advises us that almost every driver spins out at least once when participating in this demonstration!Experiencing this phenomenon in the safe, controlled conditions of ***'s *** *** *** rather than in traffic on an Interstate ramp in a rainstorm is definitely preferred!When tires are replaced in pairs, the new pair of tires (assuming the vehicle is equipped with the same size tires all of the way around) should always be installed on the rear axle and the existing partially worn tires moved to the front axle.While insufficient tire rotation intervals and/or out-of-adjustment wheel alignment angles often caused the differences in front-to-rear and side-to-side tire wear rates in the first place, the need to keep deeper treaded tires on the rear axle to resist oversteer conditions caused by wet or snowy road hydroplaning is importantUnfortunately this precludes the future possibility of ever rotating tires.There are many articles on the internet that can show you that this is not only a policy of Jack Williams, but is an industry standard. While Jack Williams is always committed to providing our customers with the best customer service we also focus on the safety of our customers, the passengers in their vehicle and the other vehicles around them.I suggest that anyone who doubts why we do this to look at the following links to understand why we do this.***
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The customer called to inform us of damage to his vehicle after he was in our *** ***, Lancaster location to repair his right rear tire that was going flat. He was in our store on May 31, 2016. He called to report the damage on June 3, to the left side of his vehicle.
The customer submitted pictures and an estimate to have the repair work done.We submitted all the information to our insurance company and after their investigation they denied the claim.We do not feel that we should pay for the damage if our insurance company denied his claim after their investigation.I have attached all of the information that we provided to the insurance company along with a copy of the letter that was sent to the customer from the insurance company denying the claim.Please do not hesitate to contact me if you have any questions.Regards,Robin D***Customer Experience AdministratorJack Williams Tire and Auto Service CentersPhone ***

When the customer came in to have an adjustment done on his *** tires we were having our "Buy Get Free" sale on *** and *** tires. The customer wanted us to do the adjustment based on the sale price of the tire. Whenever we do an adjustment it is done on the
retail price - not a sale price but the current retail price of the tire. That is the policy of Jack Williams Tire and is also done by other tire shops. We gave the customer the option of doing the Buy Get Free or going with an adjustment based on regular retail price of the tire. It would have been cheaper for him to purchase the tires using the Buy Get Free - but he wanted and was insisting that we make the adjustment on the sale price. When he refers to the warranty - that is provided by the tire manufacturer, they do not dictate to us what we should sell a tire for - we set our own price and have our own company policy on how to handle tire adjustments.I doubt if the customer purchases a product from an retailer and there is a manufacturers warranty on the product, that they go into detail with them about how to get an adjustment, or do a return. We offered him the best deal that we had on the new tires, showing him the price of purchasing them with the sale or purchasing the tires with an adjustment using retail price on the tire. Since the customer purchased tires from another retailer, we have no obligation to refund him any money. We tried to settle this numerous times, but he kept on insisting that he get the sale price and the adjustment on top of that. If the customer went to an authorized *** dealer they should have given him an adjustment on the tires using their current price on the tires.I am sorry that the customer could not understand the difference between honoring an warranty provided by the manufacturer, and a company policy.Please don't hesitate to contact me with any questions.Regards,Robin D***Customer Experience AdministratorJack Williams Tire & Auto Service Centers***@jwtire.com

Customer claims that we installed the tie rod end wrong, bolting it into the wrong hole. This is not possible, there are not multiple holes to install the tie rod end into. The customer states that she took the vehicle to another location to have them repair the tie rod end that was
installed, but can not produce any documentation to show us this. As you can see from the attached invoice for the customer the charges for the alignment, tie rod and labor are no where near the $she is asking that we reimburse her for. I am willing to reimburse her the following:- L/S Outer Tie Rod End $- Labor to install Outer Tie Rod End $- Alignment $79.95Sub Total $176.29Tax $ 10.58Total To Be Refunded $186.87 A check will be requested and sent to the customer in the next 3-working days

The customer came in on November 27, and purchased tires and an alignment. The vehicle, a *** ***, had 160,miles on it when he purchased the tires. The customer came back on April 26, after driving the vehicle for over months and putting 3,miles on the
vehicle. He never called or complained of the alignment being done after he left our shop. When he came back in for a tire rotation and was told that he had a bad tie rod, he did nothing about it. He then came back in on May 5, 2017, a little over a year, after he was in and told that he needed a tie rod end, when we did his rotation for him.From the time when the alignment was originally done on November 27, until he came in May 5, any part can rust especially when vehicles are driven in wet weather, and in the snow and we have the road salt that can cause rust. We gave him a quote to fix the problem which he declined to do.I don't feel that a refund of any amount is due the customer since he did not take care of the problem with his front end when he was told of a problem. Bad front end parts can cause the tires on a vehicle to wear. This all could have been avoided if when the customer was in on April 26, and he was advised of a bad tie rod end he had it checked out, had the part replaced and had the vehicle realigned.Please do not hesitate to contact me if you have any further questions or concerns.Regards,Robin D***Customer Experience AdministratorJack Williams Tire Company

I will be sending the customer a refund for the alignment that he had done as he stated that the vehicle still pulled to the right.It will be mailed in the next 3-days and will be sent to the address that is on the invoice.If there are any changes or concerns please do not hesitate to contact
Customer Service at ###-###-#### from 8a to 5p Monday - Friday.I do hope that this resolves this issue for the customers

The customer was in our *** ***, Lancaster location on October 24, and did have an oil change done and tires installed on his *** ***. *** who is the parent company of Kelly does offer a warranty on the tires, this is a tread life limited warranty, that is done through
***. When we install tires as part of our installation package we offer to the customer for the life of the tire "Free Alignment Checks" - if the vehicle is out of alignment we recommend an alignment and the cost of the alignment is $plus tax. The customers vehicle was out of alignment and we advised him of this (I am attaching a copy of the print out showing where the vehicle is out of alignment). The customer declined the alignment. If the customer where to come back into the store because his tires were wearing, or he did not get the 55,miles that *** states that these tires should last, they will ask for all records of alignments, and rotations. *** will make the decision based on the information that is provided to them (I am also attaching and will be sending to the customer a copy of the Limited Warranty, Tire Care and Maintenance Guide from ***). I think that the sales person just wanted to make the customer aware that if the vehicle is out of alignment when the tires and put on and if he does not get an alignment soon, it does not have to be at Jack Williams Tire & Auto Service Centers, then *** can deny a claim if he does not get the mileage that they have stated in the attached Limited Warranty, Tire Care and Maintenance Guide from ***.I do hope that this clears up any misunderstanding for the customer

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***