I purchased new *** tires and had a AM appointment They claimed one tire was out of alignment and I approved a $alignment The work was done by noon Total price was $ The wait was too long Perhaps I should have gotten a second opinion on the alignment?
I called to schedule an appointment with the Dunn Tire located on Peach Street in Erie Pennsylvania last Monday December 20th, 2016. I scheduled my appointment for Friday December 23rd, 2106 at 1pm for a simple routine tire rotation. I was only using this particular location because it was on the way to the other places I needed to got to finish holiday shopping. My husband, my 2 month old son, and I arrived at the location at 12:40pm on Friday the December 23rd, 2016. I was greeted kindly and told I we would be in and out in no time. There was currently one other customer waiting in their waiting room as we waited. About 45 minutes later the elderly woman who had been waiting when we arrived asked the gentleman when her car would be finished and he said about another half an hour. She then replied, "Does it usually take 2 hours for an oil change and tire rotation", and the man stated yes that sometimes it takes longer than expected. In the meantime we had overheard another employee in the back room yelling at someone on the phone (another employee). Apparently the employee had left his shift and accidentally taken (something) with him that belonged on that poor woman's car, hence why she had been waiting 2 hours! Not only did we get to hear the employee creaming and the other employee lie to this elderly woman, we were still waiting for our vehicle too! I then waited another 15 long minutes hoping our car would be finished because my baby had been fussing for over a half hour at this point. At one hour time lapse I finally asked the employee if our car was almost finished and he stated let me check. He comes back out and tells me that it just got in there and would be another fifteen or twenty minutes! I asked him to pull my car out so that I could leave because this was ridiculous to have waited an hour for a simply tire rotation and it still wasn't even started! He apologized and said he would pull the car out for us. He walked into the shop where the only 2 mechanics were just standing talking and the employee told the mechanics why he was pulling our car out and the mechanics apparently thought this was hysterical as they started laughing! I am so sad to see this place go the way it has, I bought my tires here and was very pleased with the service I had received so I continued to return. Now I will not only stop coming here, but will recommend to anyone I know that they should steer clear as well. I cannot believe an employee would lie to a customer, make them wait for hours with a newborn baby when we had an appointment, and to top it all off the employees laugh thinking the situation is funny! I truly hope this email makes it to an employee that actually cares about their customers because I am baffled by this lack of service and decency.
We know it was the Windstar, we know it was McKinley store and we know that we investigated this with the AAA who towed in the vehicle.Our position has not changed...we did not cause the leak and and we mailed a gift certificate to you this morning for $70 as a goodwill gesture.
That...
I took a tire that I had paid over seven hundred dollars for to the Sheridan dr location. it was flat and they said they would fix it, I have the road handler. I picked it up and two days later it was flat with a slow leak. I returned it and was told by a desk man they couldn't fix it and wanted me to buy another tire. I refused and took it to another place where they not only fixed it but mentioned that who ever had tried to fix it hadn't done it right and they said the guy didn't know what he was doing. ive been a dunn tire customer for years but never again
8/15/2015
It was June 29, 2015 and our vehicle was in need of inspection, it was 1 day away from the the last day of the month and needed to be done asap. Conveniently we were right near Dunn Tire, Canandaigua so we stopped in. We had no worries, so we thought, so we walked over to a local restaurant near to there to grab a bite to eat while we waited for the inspection. Not soon after we sit down to eat the cell phone rings and it's Dunn. We need a tie rod, something with the steering and alignment or they can't pass it for inspection. Surprise a $20.00 trip has now turned into a $200 trip! Well what could we do, they are the experts not us and we need our sticker so we tell them okay do what needs to be done.
We get back and everything's finished it's time to cash out. Well, get to the counter and surprise I'm presented with some papers. 1 for the work done today and another with my inspection pass, and 2 more, 1 of which is an estimate for more repairs it's going to need that didn't effect the inspection and 1 that looks like an image of the alignment, with some prices and parts scribbled on the bottom, the guy who is in a suit is trying to explain these things to me and is telling me the alignment (which was just done) is off and in time without these "fixes" the tires will get eaten up, blah,blah,blah. Yep it's going to need another $283.00! Apparently it needs... 2 sway bar links, 2 cam bolts (which need to be special ordered by the way) and another alignment. So yeah, well after just forking over $205.00 I'm kinda broke now and these repairs will definitely have to wait, so I pay what's owed for today and agree to call back and make an appointment to have the other things done in the near future (when I can get the money together).
Fast forward to July 29th, okay I have the money now and can get this taken care of, call and a woman schedules an appointment for me for August 7th. The 7th rolls around so we make arrangements for a babysitter and drive to Dunn. Get there and the same guy in the suit is there and I'm a little relieved because I wasn't able to find the papers they had given me, but not too worried as surely they have copies in paper and on computer, but still he was the one to explain all about what we needed done the last time we had been there, and yes he did remember (somewhat). So we chat momentarily and ask that they also install some new wiper blades, all set. Will take about an hour and a half and we'll call you on the cell when finished. Okay because rather than sit there for that long on such a nice day we'll walk to some shops near by. The hour and half is getting close, by about 10 mins. and sure enough the phone rings and everything must be done. WRONG!!! The guy in the suit starts saying they couldn't find what was wrong with it and the initial paperwork/copies nothing can be found anywhere and the mechanic that quoted those repairs wasn't there today. But in all of that time they did put on the new wipers. Dumbfounded we walked back over to pay for the wipers, and there was such a heaviness and weird vibe, the whole situation was very bizarre and uncomfortable, everyone was kind of quiet. He did try to say we should come back when the mechanic that wrote our estimate out would be there. Really??? We just hired a sitter, had an appointment, wasted gas and almost an hour and a half of our time to be treated so bizarrely? Ummm what about the mechanic(s) there now, what about YOUR estimate that vanished into thin air???
Needless to say we were so uncomfortable and all trust was gone at that point, that we were NOT going to be returning there, what the heck just happened? Why would they tell us we needed these things then act suspicious and like we were just sort of making it up or something?
Well forget them we call our usual (well trusted) place and explain to them what we were initially told we needed done by Dunn. We get an appointment for the following week for August 14th. So we get to our usual shop on our appointment for the 14th. Leave the cell number and head over to an antique shop to look around while we wait. I think maybe 15 mins. go by and we get a call from our shop... we DO NOT need anything Dunn said. All that needed to be done was tightening of the right front sway bar link! Wow good news but also bad news. What the heck was Dunn up to!??!? So a almost $300 "repair" was really only $66.00! Did Dunn loosen that bolt/link, the first time or second? Did we even need the tie rod they claimed the first time??? Why didn't they make the repairs they claimed it needed (even though I'm very glad they didn't) and why did they act so fishy and weird that day? A lot of questions and no answers. And yes I ended up finding those papers that I couldn't at the time and showed them to my shop and they couldn't believe it, they shook their head said that was very wrong of DUNN, who is now DONE!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,[redacted] I was the one that made the $625 payment for the repair so I should have a stake in what goes on my daughter cannot afford the repair with five children plus without Her vehicle and five children it's tough at our meeting the Dunn tire technician was caught not telling the truth many times why wouldn't I be upset over an unnecessary repair
[redacted] our Director of Retail Operations for Rochester is waiting for the customer to return to town on Monday with a resolution to the problem. [redacted] had sent an email regarding this the other day and apparently it was not received.
We spoke to [redacted] again this morning and he is resending an email confirming that he will be in touch on Monday.
[redacted]
Here is an offer to meet the customer half-way... In that we broke one stud (not two) we will split the bill.
If [redacted] agrees ...we will issue a check to him in the amount of $101.14.
He should respond with the mailing address that he would like the check to be sent.
Thanks.
[redacted]
We certainly want to apologize for any misunderstanding.Our website displays an area to tab for "Out the Door" on the home page that details "Out the Door" pricing and the page opens up and details the elements of "Out the Door" pricing and clearly states that it does not include state and...
local taxes. Also, when you select a tire or set of tires the pricing again notes under "Total Price" that state and local taxes are not included.
We appreciate your business and to help make this a better experience with Dunn Tire we will send you a gift certificate for the amount of the taxes you paid.
[redacted]
I had an appointment at the Mckinley Pkwy. location for 8:30 am on sept. 28. When I arrived at 8:30 there were already 4 customers in the waiting room. My vehicle was not attended to until 9:30. When I complained to the clerk (Levi?), I was told that 3 vehicles had been scheduled for 8 am & 2 for 8:30am. He said it was a corporate decision which made no sense to me. The first client to enter after me arrived at 10:30 am. I was told it would take one hour to put on the new tires but at 11am I was still waiting. This is lousy scheduling & poor communication. Your employees & customers would both benefit form some training I scheduling & communication. I did receive a $50 discount on replacing a tie rod but that isn't helpful when someone needs to be
elsewhere at a certain time.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I have responded to [redacted]'s email. Have had no response as of yet.
Regards,
[redacted]
[redacted]Sorry if there was some type of misunderstanding.
We did have the opportunity to listen to a recording of the phone call. During that call you were advised that the brakes needed to be replaced and give a verbal approval for the job.
Apparently, there was a lack...
of clarity in the fact that the rotors were going to be part of the job. Sometimes the rotors can be saved...usually they wind up being replaced within the next six months after the new pads are installed. Then you have an additional charge at that time.
In fairness to you, I will send you a gift certificate for $100 for any misunderstanding we may have created and apologize for any lack of clarity on our part.
[redacted]
I purchased new *** tires and had a AM appointment They claimed one tire was out of alignment and I approved a $alignment The work was done by noon Total price was $ The wait was too long Perhaps I should have gotten a second opinion on the alignment?
I called to schedule an appointment with the Dunn Tire located on Peach Street in Erie Pennsylvania last Monday December 20th, 2016. I scheduled my appointment for Friday December 23rd, 2106 at 1pm for a simple routine tire rotation. I was only using this particular location because it was on the way to the other places I needed to got to finish holiday shopping. My husband, my 2 month old son, and I arrived at the location at 12:40pm on Friday the December 23rd, 2016. I was greeted kindly and told I we would be in and out in no time. There was currently one other customer waiting in their waiting room as we waited. About 45 minutes later the elderly woman who had been waiting when we arrived asked the gentleman when her car would be finished and he said about another half an hour. She then replied, "Does it usually take 2 hours for an oil change and tire rotation", and the man stated yes that sometimes it takes longer than expected. In the meantime we had overheard another employee in the back room yelling at someone on the phone (another employee). Apparently the employee had left his shift and accidentally taken (something) with him that belonged on that poor woman's car, hence why she had been waiting 2 hours! Not only did we get to hear the employee creaming and the other employee lie to this elderly woman, we were still waiting for our vehicle too! I then waited another 15 long minutes hoping our car would be finished because my baby had been fussing for over a half hour at this point. At one hour time lapse I finally asked the employee if our car was almost finished and he stated let me check. He comes back out and tells me that it just got in there and would be another fifteen or twenty minutes! I asked him to pull my car out so that I could leave because this was ridiculous to have waited an hour for a simply tire rotation and it still wasn't even started! He apologized and said he would pull the car out for us. He walked into the shop where the only 2 mechanics were just standing talking and the employee told the mechanics why he was pulling our car out and the mechanics apparently thought this was hysterical as they started laughing! I am so sad to see this place go the way it has, I bought my tires here and was very pleased with the service I had received so I continued to return. Now I will not only stop coming here, but will recommend to anyone I know that they should steer clear as well. I cannot believe an employee would lie to a customer, make them wait for hours with a newborn baby when we had an appointment, and to top it all off the employees laugh thinking the situation is funny! I truly hope this email makes it to an employee that actually cares about their customers because I am baffled by this lack of service and decency.
We know it was the Windstar, we know it was McKinley store and we know that we investigated this with the AAA who towed in the vehicle.Our position has not changed...we did not cause the leak and and we mailed a gift certificate to you this morning for $70 as a goodwill gesture.
That...
is the best that we will do.
I took a tire that I had paid over seven hundred dollars for to the Sheridan dr location. it was flat and they said they would fix it, I have the road handler. I picked it up and two days later it was flat with a slow leak. I returned it and was told by a desk man they couldn't fix it and wanted me to buy another tire. I refused and took it to another place where they not only fixed it but mentioned that who ever had tried to fix it hadn't done it right and they said the guy didn't know what he was doing. ive been a dunn tire customer for years but never again
8/15/2015
It was June 29, 2015 and our vehicle was in need of inspection, it was 1 day away from the the last day of the month and needed to be done asap. Conveniently we were right near Dunn Tire, Canandaigua so we stopped in. We had no worries, so we thought, so we walked over to a local restaurant near to there to grab a bite to eat while we waited for the inspection. Not soon after we sit down to eat the cell phone rings and it's Dunn. We need a tie rod, something with the steering and alignment or they can't pass it for inspection. Surprise a $20.00 trip has now turned into a $200 trip! Well what could we do, they are the experts not us and we need our sticker so we tell them okay do what needs to be done.
We get back and everything's finished it's time to cash out. Well, get to the counter and surprise I'm presented with some papers. 1 for the work done today and another with my inspection pass, and 2 more, 1 of which is an estimate for more repairs it's going to need that didn't effect the inspection and 1 that looks like an image of the alignment, with some prices and parts scribbled on the bottom, the guy who is in a suit is trying to explain these things to me and is telling me the alignment (which was just done) is off and in time without these "fixes" the tires will get eaten up, blah,blah,blah. Yep it's going to need another $283.00! Apparently it needs... 2 sway bar links, 2 cam bolts (which need to be special ordered by the way) and another alignment. So yeah, well after just forking over $205.00 I'm kinda broke now and these repairs will definitely have to wait, so I pay what's owed for today and agree to call back and make an appointment to have the other things done in the near future (when I can get the money together).
Fast forward to July 29th, okay I have the money now and can get this taken care of, call and a woman schedules an appointment for me for August 7th. The 7th rolls around so we make arrangements for a babysitter and drive to Dunn. Get there and the same guy in the suit is there and I'm a little relieved because I wasn't able to find the papers they had given me, but not too worried as surely they have copies in paper and on computer, but still he was the one to explain all about what we needed done the last time we had been there, and yes he did remember (somewhat). So we chat momentarily and ask that they also install some new wiper blades, all set. Will take about an hour and a half and we'll call you on the cell when finished. Okay because rather than sit there for that long on such a nice day we'll walk to some shops near by. The hour and half is getting close, by about 10 mins. and sure enough the phone rings and everything must be done. WRONG!!! The guy in the suit starts saying they couldn't find what was wrong with it and the initial paperwork/copies nothing can be found anywhere and the mechanic that quoted those repairs wasn't there today. But in all of that time they did put on the new wipers. Dumbfounded we walked back over to pay for the wipers, and there was such a heaviness and weird vibe, the whole situation was very bizarre and uncomfortable, everyone was kind of quiet. He did try to say we should come back when the mechanic that wrote our estimate out would be there. Really??? We just hired a sitter, had an appointment, wasted gas and almost an hour and a half of our time to be treated so bizarrely? Ummm what about the mechanic(s) there now, what about YOUR estimate that vanished into thin air???
Needless to say we were so uncomfortable and all trust was gone at that point, that we were NOT going to be returning there, what the heck just happened? Why would they tell us we needed these things then act suspicious and like we were just sort of making it up or something?
Well forget them we call our usual (well trusted) place and explain to them what we were initially told we needed done by Dunn. We get an appointment for the following week for August 14th. So we get to our usual shop on our appointment for the 14th. Leave the cell number and head over to an antique shop to look around while we wait. I think maybe 15 mins. go by and we get a call from our shop... we DO NOT need anything Dunn said. All that needed to be done was tightening of the right front sway bar link! Wow good news but also bad news. What the heck was Dunn up to!??!? So a almost $300 "repair" was really only $66.00! Did Dunn loosen that bolt/link, the first time or second? Did we even need the tie rod they claimed the first time??? Why didn't they make the repairs they claimed it needed (even though I'm very glad they didn't) and why did they act so fishy and weird that day? A lot of questions and no answers. And yes I ended up finding those papers that I couldn't at the time and showed them to my shop and they couldn't believe it, they shook their head said that was very wrong of DUNN, who is now DONE!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,[redacted] I was the one that made the $625 payment for the repair so I should have a stake in what goes on my daughter cannot afford the repair with five children plus without Her vehicle and five children it's tough at our meeting the Dunn tire technician was caught not telling the truth many times why wouldn't I be upset over an unnecessary repair
We have resolved this situation to [redacted] satisfaction.
Thanks,
Robert C[redacted]
[redacted] our Director of Retail Operations for Rochester is waiting for the customer to return to town on Monday with a resolution to the problem. [redacted] had sent an email regarding this the other day and apparently it was not received.
We spoke to [redacted] again this morning and he is resending an email confirming that he will be in touch on Monday.
[redacted]
Here is an offer to meet the customer half-way... In that we broke one stud (not two) we will split the bill.
If [redacted] agrees ...we will issue a check to him in the amount of $101.14.
He should respond with the mailing address that he would like the check to be sent.
Thanks.
[redacted]
We certainly want to apologize for any misunderstanding.Our website displays an area to tab for "Out the Door" on the home page that details "Out the Door" pricing and the page opens up and details the elements of "Out the Door" pricing and clearly states that it does not include state and...
local taxes. Also, when you select a tire or set of tires the pricing again notes under "Total Price" that state and local taxes are not included.
We appreciate your business and to help make this a better experience with Dunn Tire we will send you a gift certificate for the amount of the taxes you paid.
[redacted]
I had an appointment at the Mckinley Pkwy. location for 8:30 am on sept. 28. When I arrived at 8:30 there were already 4 customers in the waiting room. My vehicle was not attended to until 9:30. When I complained to the clerk (Levi?), I was told that 3 vehicles had been scheduled for 8 am & 2 for 8:30am. He said it was a corporate decision which made no sense to me. The first client to enter after me arrived at 10:30 am. I was told it would take one hour to put on the new tires but at 11am I was still waiting. This is lousy scheduling & poor communication. Your employees & customers would both benefit form some training I scheduling & communication. I did receive a $50 discount on replacing a tie rod but that isn't helpful when someone needs to be
elsewhere at a certain time.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I have responded to [redacted]'s email. Have had no response as of yet.
Regards,
[redacted]
[redacted]Sorry if there was some type of misunderstanding.
We did have the opportunity to listen to a recording of the phone call. During that call you were advised that the brakes needed to be replaced and give a verbal approval for the job.
Apparently, there was a lack...
of clarity in the fact that the rotors were going to be part of the job. Sometimes the rotors can be saved...usually they wind up being replaced within the next six months after the new pads are installed. Then you have an additional charge at that time.
In fairness to you, I will send you a gift certificate for $100 for any misunderstanding we may have created and apologize for any lack of clarity on our part.
[redacted]