Discount Tire Center

We do run a buy get promotion and we do have information about it in all of our ads and in our weekly Advertising Memo that we provide to all stores to show customers etc.I have attached a copy of our ad that ran that week in print that has the details of the promotion andAnd this is probably the paper she was talking about that comes in our weekly marketing memo to the field so that the store employees and customers know what promotions we have going on at that time, and what the requirements of each are The requirements for our Buy get free or Buy Get one free promotion are the purchase of installation package that includes balancing, nitrogen and our life of tire service agreement The charges are all out lined on our workorder and invoice that the customer did sign (below) However customer did contact us and was not happy with paying for the nitrogen and life of tire service agreement, we explained again that this is part of the promotion but we valued her business and to that end we refunded to her the $in the nitrogen and the Life of tire service agreement as she requested We processed a check for this on 1/11/that was mailed to the customer.Our promotion is very clearly outlined, and customer was not entitled to any refund, we did refund just for customer satisfaction reasons as you can see on the second invoice with the refund, but customer is not entitled to any further refund If customer was unhappy with the purchase she also could have chosen to return the tires within days for a full refund, but she did not choose to do that Also below is a copy of the check that the customer has cashed that also has a full release of liability signed on the back [redacted]

Ok looking into this one this is what I found,I do not show any record of the customer contacting our office at the time of the issue. On 5/4/The customer purchased tires and Alignment as well as some maintenance services at 59,
miles. The vehicle was aligned on that date and noted on the invoice was “day or 1,mile warranty on all one time alignments whichever comes first” We recommend that tires are rotated and balanced every 5,to 6,miles and that the alignment is checked every 10,miles or twice a year. Potholes, curbs etc can all knock alignment settings out of spec. I show that the customer was in for rotations on1/11/at 75,miles8/9/14 at 81,miles2/28/at miles10/3/at miles4/23/at miles With the exception of the first rotation from time of installation that was over 15,miles, the customer appears to have rotated them close to the time recommended. But no further alignments were done from the ate of installation until 4/23/a little over 40,miles. The tire itself came with a mfg warranty for 60,miles , limited of course to regular rotations, alignments and maintenance. The customer in from the letter below was asking for free tires and the warranty does not cover free tires, the warranty at best would have covered a proration based on the mileage that the customer did not receive out of the warrantied mileage, in this case it would have been around 33% on the tire itself. I would assume that at the visit where the customer needed tires, we would have given the options with the prorated warranty if it was applicable, if the wear was due to alignment as the customer has indicated then the warranty would not apply. I was not there at the time and honestly do not know what happened, and I do not show a record of the customer calling in and filing a complaint with our office. From the facts I have the customer would not have been entitled to a proration or free tires, but we are looking back years in history. If the customer would like , I would be happy to provide $in store credit in one of our stores towards his next purchase as a customer satisfaction adjustment. I have copied out the Dunlop Warranty just so it is here. *** ***

Initial Business Response /* (1000, 9, 2016/07/06) */
I, *** ***, tried to get in touch with the customer the day after this occurredHe originally purchased this contract in However, he recently had a lot of work done on his front end of the vehicleThere is a reinstatement fee that
must be paid when another company completes repairsWe offered for the customer to put the car on the rack so that if the alignment wasn't off by too much we could just cover itHowever, we never got to see if that option would be available to him because he refused to put it on the rackThat opportunity is still open to him if he would like to accept itHe can contact me directly with any questionsI am off July 7th but will return July 8th
Initial Consumer Rebuttal /* (3000, 11, 2016/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was never an offer at the time to put my vehicle on their alignment rack to see how far out of alignment the steering geometry was at the time
Because a car should not be driven when it is out of alignment I went straight to another shop immediately after leaving Discount Tire and had the alignment doneBecause of this, Mr***'s offer a day later is irrelevant
As I stated earlier, nowhere on my original paperwork and contract is there any stipulation whatsoever of work being performed by another vendorUpdates to the way they currently write their lifetime alignment contracts have zero effect on the binding contract I entered in with Discount Tire in
Contracts cannot be altered without the consent of both parties unless clearly stated in the original paperworkThere is absolutely nothing in the original verbiage about the contract being superseded at any time
Discount Tire Center failed to honor a legally entered into contract for a Lifetime AlignmentPeriod

We are in receipt of the complaint by *** ***, Mr *** was fully informed and aware of the promotion and its componentsAttached is the sales draft signed by Mr*** on the day of purchase that clearly outlines the promotion and the payment scheduleIt outlines that the entire
amount must be paid during the promotion period or interest would be charged on the entire amountUnfortunately, Mr*** did not pay off his balance within the time period allotted and incurred interest charges because of thatDiscount Tire Centers provided all the documentation and the conditions of the promotion to the customer when he made the purchaseNo refund is due to the customer

We do run a buy 2 get 2 promotion and we do have information about it in all of our ads and in our weekly Advertising Memo that we provide to all stores to show customers etc.I have attached a copy of our ad that ran that week in print that has the details of the promotion andAnd this is...

probably the paper she was talking about that comes in our weekly marketing memo to the field so that the store employees and customers know what promotions we have going on at that time, and what the requirements of each are.  The requirements for our Buy 2 get 2 free or Buy 1 Get one free promotion are the purchase of installation package that includes balancing, nitrogen and our life of tire service agreement.  The charges are all out lined on our workorder and invoice that the customer did sign (below)  However customer did contact us and was not happy with paying for the nitrogen and life of tire service agreement, we explained again that this is part of the promotion but we valued her business and to that end we refunded to her the $52.00 in the nitrogen and the Life of tire service agreement as she requested.  We processed a check for this on 1/11/2018 that was mailed to the customer.Our promotion is very clearly outlined, and customer was not entitled to any refund, we did refund just for customer satisfaction reasons as you can see on the second invoice with the refund, but customer is not entitled to any further refund.  If customer was unhappy with the purchase she also could have chosen to return the tires within 30 days for a full refund, but she did not choose to do that.  Also below is a copy of the check that the customer has cashed that also has a full release of liability signed on the back.       [redacted]