DMS

Review: When we bought our new car, the dealership highly recommended that we purchase a guarantee through the Tire Doctor which provides "24 hour roadside assistance."On April 13, 2014, I was driving from visiting my elderly parents in Virginia to my home in Connecticut. On the highway in Beltsville, Maryland, I hit a huge pothole and immediately had a hole in my tire. I pulled off the closest exit and called the Tire Doctor. The new/used vehicle tire and wheel guarantee states "flat tire repair or tire replacement when tire is damaged beyond repair as a direct result of a covered road hazard (debris on the road surface such as nails, glass, potholes, rocks, tree limbs....).What I was told by the Tire Doctor was that I had to call the warranty company and file a claim before I could have the tire replaced. So I called the warranty company only to find out that they are only open from Monday thru Friday during normal business hours. Obviously, this does not help me when I'm broken down on a Sunday, 400 miles from home. The contract we signed clearly states "24 hour roadside assistance for a tire or wheel emergency." So why I couldn't get help on a Sunday is the question.Desired Settlement: I would like my money back for the purchase of this new/used tire guarantee.

Business

Response:

Although our administrative offices are closed on the weekend, The Tire Doctor contract does provide 24 Hour Roadside Assistance through a third party roadside assistance company listed on your contract under (24 hour Roadside Assistance for a Tire or Wheel Emergency ###-###-####).We do appoligize, and hope to meet your needs in the future, however if you do wish to cancel please contact our cancellation department at ###-###-#### extention 342

Consumer

Response:

I am rejecting this response because the phone number you list on your response is NOT the phone number on my Tire Doctor contract. The "24 hour Roadside Assistance for a Tire or Wheel Emergency" number is ###-###-####. The representative at this number told me I had to call the warranty number to get a claim number before they could help me.The number listed for claim authorization, Claims Administrator (no company name included) is ###-###-####. When I called this number, this is the response I received: "unfortunately, our office is now closed." Both numbers were useless. I was hundreds of miles from home and in desperate need of help. This Tire Doctor contract should really state that they can only help you if it is Monday thru Friday during normal business hours. However, that is NOT stated on the contract.

Business

Response:

We do appoligize that we could not meet your service needs. Please contact the cancellation department so that we can process your cancellation at ###-###-#### X