Complaint: [redacted] I am rejecting this response because: Store Manager Richard H [redacted] first accused me of having a tire that Les Schwab did not carry, saying that I was lying, and that he would not replace it without my paperwork. He has been argumentative with me in the past, and even ‘joked’ that he likes to argue with me. This is not good customer service in my opinion MrH [redacted] clearly told me when I came into his store on Saturday, May 2016; that an older tire such as this is commonly faulty. That an older tire can often delaminate or wear more quickly. He stated this while he was under the assumption that he was not going to have to honor a warranty, as he was accusing me of having a non-Les Schwab tire I brought in the paperwork the same afternoon, and he still refused to honor the warranty and replace the tire. He now switched his argument to being about tread depth instead of our original discussion about mileage He stated verbally with his tread gauge in hand that the tire had 8/32nd’s of tread depth. He verified the tread depth twice Then he placed in writing (Work Order # [redacted] ) that the tire had to 8-32nds tread depth He is now stating that the tire has 6-8/32nds of tread depth, to further try and devalue my tire I appreciate that Les Schwab is a business, and that businesses want to make money; but employees being should not be acceptable and is not in the nature of the excellent customer service that has kept me a loyal Les Schwab customer for years I purchased this tire originally in I have purchased seven (7) new Wild Country 235/75R-tires from Les Schwab since then, because they discontinued carrying the WildCat tires. At each time of purchase, the staff at Les Schwab convinced me that I should not rotate this tire onto my vehicle, and that I should give them more money for new tires. There were seven other times when Les Schwab could have saved me money, and rotated the tire into use. In January 2016, I finally refused to keep buying new tires, when I was told by Les Schwab that I had a perfectly good tire that could be rotated in. Les Schwab installed the unused WildCat P235/75R-tire. MrH [redacted] even remarked on there still being rubber ‘hairs’ on it After only 2,miles (or 6.5% of expected wear) the tire has tread separation The other four tires that I purchased at the same time had 49,miles of wear, before they were replaced, putting the effective life of this tire at only 5% of its expected wear Well under the 25% warranted for free replacement It is my understanding that according to the U.SDepartment of Transportation (DOT) National Highway Traffic Safety Administration's (NHTSA) Uniform Tire Quality Grade Standards (UTQG) that defects in the design or manufacturing of tires may cause tread separationSometimes, errors in the chemical portion of the manufacturing process cause the tread and steel belting not to bond correctlyWhen this occurs, the manufacturer is liable for repairs In January 2016, when Les Schwab installed this tire, I was not aware that as rubber ages, it loses elasticity, hardens and can become brittleThe reinforcing cords inside a tire can also deteriorate and lose strengthThis increases the risk of a sudden tire failure the older a tire getsAfter six years, the risk of failure goes up sharplyBecause of this, many safety experts say tires that are more than six years old have expired and should be replaced regardless of how much tread is left on the tires Les Schwab, with their tire expertise, is fully aware of this As such, they should not have recklessly endangered me by installing a fifteen (15) year old tire And, this is why I am not willing to accept a “matching used tire meaning: same size, make/model, and tread remaining” as it is not considered to be safe The results of tread separation can be catastrophicTread belt separations frequently cause tire blowoutsEven when the tire does not lose pressure the driver often loses control of the vehicle when the tread and belt separate from the carcass of the tire resulting in vehicle loss of control and rollovers that have resulted in thousands of serious injuries and fatalities Les Schwab has been selling me on Wild Country 235/75R-tires since 2008. I would like for them to honor their word, and replace my faulty WildCat P235/75R-tire with a new Wild Country 235/75R-tires; as they have told me time and again, that is the proper replacement tire.Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Store Manager Richard H [redacted] first accused me of having a tire that Les Schwab did not carry, saying that I was lying, and that he would not replace it without my paperwork. He has been argumentative with me in the past, and even ‘joked’ that he likes to argue with me. This is not good customer service in my opinion MrH [redacted] clearly told me when I came into his store on Saturday, May 2016; that an older tire such as this is commonly faulty. That an older tire can often delaminate or wear more quickly. He stated this while he was under the assumption that he was not going to have to honor a warranty, as he was accusing me of having a non-Les Schwab tire I brought in the paperwork the same afternoon, and he still refused to honor the warranty and replace the tire. He now switched his argument to being about tread depth instead of our original discussion about mileage He stated verbally with his tread gauge in hand that the tire had 8/32nd’s of tread depth. He verified the tread depth twice Then he placed in writing (Work Order # [redacted] ) that the tire had to 8-32nds tread depth He is now stating that the tire has 6-8/32nds of tread depth, to further try and devalue my tire I appreciate that Les Schwab is a business, and that businesses want to make money; but employees being should not be acceptable and is not in the nature of the excellent customer service that has kept me a loyal Les Schwab customer for years I purchased this tire originally in I have purchased seven (7) new Wild Country 235/75R-tires from Les Schwab since then, because they discontinued carrying the WildCat tires. At each time of purchase, the staff at Les Schwab convinced me that I should not rotate this tire onto my vehicle, and that I should give them more money for new tires. There were seven other times when Les Schwab could have saved me money, and rotated the tire into use. In January 2016, I finally refused to keep buying new tires, when I was told by Les Schwab that I had a perfectly good tire that could be rotated in. Les Schwab installed the unused WildCat P235/75R-tire. MrH [redacted] even remarked on there still being rubber ‘hairs’ on it After only 2,miles (or 6.5% of expected wear) the tire has tread separation The other four tires that I purchased at the same time had 49,miles of wear, before they were replaced, putting the effective life of this tire at only 5% of its expected wear Well under the 25% warranted for free replacement It is my understanding that according to the U.SDepartment of Transportation (DOT) National Highway Traffic Safety Administration's (NHTSA) Uniform Tire Quality Grade Standards (UTQG) that defects in the design or manufacturing of tires may cause tread separationSometimes, errors in the chemical portion of the manufacturing process cause the tread and steel belting not to bond correctlyWhen this occurs, the manufacturer is liable for repairs In January 2016, when Les Schwab installed this tire, I was not aware that as rubber ages, it loses elasticity, hardens and can become brittleThe reinforcing cords inside a tire can also deteriorate and lose strengthThis increases the risk of a sudden tire failure the older a tire getsAfter six years, the risk of failure goes up sharplyBecause of this, many safety experts say tires that are more than six years old have expired and should be replaced regardless of how much tread is left on the tires Les Schwab, with their tire expertise, is fully aware of this As such, they should not have recklessly endangered me by installing a fifteen (15) year old tire And, this is why I am not willing to accept a “matching used tire meaning: same size, make/model, and tread remaining” as it is not considered to be safe The results of tread separation can be catastrophicTread belt separations frequently cause tire blowoutsEven when the tire does not lose pressure the driver often loses control of the vehicle when the tread and belt separate from the carcass of the tire resulting in vehicle loss of control and rollovers that have resulted in thousands of serious injuries and fatalities Les Schwab has been selling me on Wild Country 235/75R-tires since 2008. I would like for them to honor their word, and replace my faulty WildCat P235/75R-tire with a new Wild Country 235/75R-tires; as they have told me time and again, that is the proper replacement tire.Sincerely, [redacted] ***