Goodyear Tire & Rubber Company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.I am very pleased with Goodyears response. I will continue to do business with them

We recognize that this customer is unhappy with the decision reached, however there is no evidence the damage was caused at or by our store.  Unfortunately we cannot accept responsibility for this matter.

We have spoke to all parties and have agreed to refund the customer $652.25 for what they paid Land Rover for the brake pads and rotors that should have been covered under our warranty. The customer accepted this offer. We have also spoke to the location to ensure that this does not occur in...

the future to other customers.We are closing this claim.

Thank you for  your letter informing us that our customer did not receive his $40 rebate card. We have investigated his case and found that one number was missing from his address in his application. That has been corrected and a new gift card has been mailed to him.  We consider this...

matter resolved.

Customer contacted us on 12/24/17 via email, claiming the store damaged scratching his rims. I emailed the store to request the customer’s paperwork on 12/27/2017. I then called the store on 12/28/2017 and spoke with Melissa the store manager. She states the rim damage was minor scratches and...

they offered to buff it out for him and they say it may have happened during the install but are not sure. The customer had an appointment set up on Tuesday, 12/26/2017 at 9:30 am, but never showed up for the service. Then customer showed up at 12:00 pm without an appointment on 12/27/2017 and they were unable to service him at that time due to being busy. Melissa, the store manager, states they are still willing to buff out the scratches for him, he just needs to call and set up an appointment. On 12/29/2017, I called the customer back and left a voicemail. I advised the customer the store is willing to buff out the rims, he just needs to call and schedule and appointment.

Our investigation of this matter showed that the tires on this customer's vehicle were the proper ones and did not cause the issues at the center of her complaint.  Thank you for allowing us to respond.

I attempted to reach out to the customer and have not heard back from him. We will close this claim at this time.

As in my previous email the tire could not be repaired as per [redacted] the assistant manager.

ON 10/4/16, strictly for good will purposes, we authorized the customer's local retailer to replace the $168.99 tires in question for $84.50/tire.

Initial Business Response /* (1000, 5, 2016/01/19) */
We are in receipt of your recent letter to advise us of the customer concern.
Our goal at Goodyear is to have satisfied customers, and claim evaluation and payment decisions are, therefore, not made lightly.
The Consumer Relations claim...

was thoroughly reviewed .Goodyear has offered as
a goodwill to refund the customer for the tire installation package of $24.75. Which he has
accepted.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I most definitely do not except their response. Their most recent story is that the technician did not feel he could lower the spare tire mechanism without damaging the bumper! I have unsuccessfully tried to upload 2 pictures of the truck, one with the tire in the raised position and the second one with it in the lowered, accessible position. Review of the picture would so no damage having to be done to the bumper with no sledge hammers or crowbars needed in the process.
At this point I can only come to the conclusion that a fraudulent sales technique was used to sell the tire. I did accept the piddly amount of $24.75 offered buy the corporate office as a payment towards the full amount owed.
I have done business with various Goodyear stores in the past but never been subjected to this type of treatment, which apparently is condoned by its corporate office. Profits do roll uphill of course.
I will continue to try to upload the pictures I have for the record.
Final Business Response /* (4000, 9, 2016/02/01) */
We are in receipt of your recent letter to advise us of the customer concern.
Our goal at Goodyear is to have satisfied customers, and claim evaluation and payment decisions are, therefore, not made lightly.
The customer son whom owns the vehicle and visited the Goodyear Auto Center , was made aware at the time, that the spare tire lowering mechanism that goes into the bumper area was not accessible to remove properly without further damaging the vehicle. The customer authorized
the replacement of the tire.
We have offered and the customer has excepted the tire installation fee $24.50 as a goodwill.

CUSTOMER FILED CLAIM ON 12/27/17 VIA TELEPHONE. HE WAS SENT CLAIM FORMS VIA EMAIL AND EXPLAINED THE CLAIM PROCESS.  WE CAN NOT PROCESS A CUSTOMERS CLAIM WITHOUT THE TIRE.CUSTOMER WAS ADVISED TO TAKE TIRE TO A RETAILER. THE  CUSTOMER JUST TOOK THE TIRE TO A LOCATION THIS MORNING FOR US TO OBTAIN TO HAVE SHIPPED TO COPORATE FOR INSPECTION.  ONCE TIRE IS INSPECTED WE CAN MOVE FORWARD IN THE CLAIMS PROCESS.

I issued our Goodyear location an approval number to replace one tire they found had a bulge in the sidewall, possibly due to impact. The cost of the tire itself was covered at no charge as good will.  Jennifer - Consumer Relations

Initial Business Response /* (1000, 5, 2015/11/19) */
Received from business via email:
David,
I have contacted Ms Deepa D[redacted] and have settled the matter. I will refund her the $76.48, which she has accepted.
Thanks

Carol G[redacted]
Consumer Relations
French Canadian...

CSR
Goodyear Tire & Rubber Co.
200 Innovation Way
Akron, OH 44316

Initial Business Response /* (1000, 5, 2016/03/23) */
We have verified the parts replaced on Mr. [redacted]'s vehicle were needed for safe operation. The alignment that was performed would not of been able to hold settings without the parts being replaced. Our store manager has offered a free oil...

change and to discuss any repair concern Mr. [redacted] has with him and the service manager. We have apologized for missing the air pressure check on the tires. Goodyear considers this matter closed.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I am rejecting this response because:
 After-the-fact   Revdex.com report was filed that I get any response before hand it was no we're not going to do anything  it did take me a few days to return the call as the time differences are very drastic  which Bruce seems to not understand  after finally being able to call I was on hold for over 20 minutes and still did not get in contact with Bruce  they said they want to see the repair bills I then responded why only now after-the-fact before there was no customer service  now because  of the Revdex.com report  why only now after-the-fact before there was no customer service ever now because the Revdex.com report was filed you then want to look further into it  I said I've already contacted  my lawyer  and the issue has already been sent to my lawyer  because I was told nothing would be done  nothing will be done.  They let it get this far and it is out of my hands  Customer service  Goodyear  Deplorable

Initial Business Response /* (1000, 5, 2016/05/19) */
An approval number was issued to Discount Tire at an agreed upon price by Mr. W[redacted]. Goodyear considers this matter closed.

I am rejecting this response because:Goodyear is claiming they are denying my claim because I had the car fixed before they could look at it. The car was not able to be driven in the condition I brought it into the dealership. They would not let me leave with it because driving without an oil cap (which apparently I'd been doing for 2 months) is a fire hazard. Goodyear is lucky that I only had $750 in repairs and not a fire and bodily harm. I sent pictures that the dealership repair people took to Goodyear along with the invoices. I have attached them here as well. I could not be without a car while I waited for Goodyear to come inspect it, so it needed to get repaired. Goodyear needs to make good on the damage they did to my vehicle. They have the evidence they need.

Initial Business Response /* (1000, 5, 2015/07/01) */
[redacted]
RE: [redacted]#
Consumer Relations Claim # [redacted]
We are in receipt of your recent letter to advise us of Mr. [redacted]'s complaint.
Our goal at Goodyear is to have satisfied customers, and claim evaluation and payment...

decisions are, therefore, not taken lightly.
Mr. [redacted]'s Consumer Relation's claim was thoroughly reviewed and the decision as to compensate him $42.80 for customer good will has been accepted as resolution.
If we can be of further assistance, you may contact us during normal business hours at [redacted].

Initial Business Response /* (1000, 5, 2016/02/03) */
Received at Revdex.com via email:
The Revdex.com
Attn: [redacted]
RE: Mrs. [redacted]
Complaint Case #; [redacted]
We are in receipt of your recent letter to...

advise us of Mrs.[redacted]'s concern.

Our goal at Goodyear is to have satisfied customers, and claim evaluation and payment decisions are, therefore, not made lightly.

Mrs.[redacted]'s Consumer Relations claim was thoroughly reviewed. and the decision to deny the claim was not an easy one and Mrs.[redacted]'s disappointment could be anticipated.
After doing some research , I found that her vehicle has two filters. The front filter is for the transmission and the filter towards the rear of the engine was for the oil. The customer contacted the store stating oil filter had not been change. The vehicle was brought back in and the customer was taken into bay area of the shop and shown the 2 different filters and which one is the oil filter. Based on this information the store did the requested work.

If we can be of further assistance, you may contact us during normal business hours at [redacted].
Mary C[redacted]
Goodyear Consumer Relations
Innosource, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They say things are wrong with my car when tjey are not.....
Final Business Response /* (4000, 11, 2016/03/01) */
Received at Revdex.com via email:
The Revdex.com
Attn: [redacted]
RE: Mrs. [redacted]
Complaint Case #[redacted]
I have reviewed the invoice and inspection sheet done by the store. The requested work was done by the location and during normal inspection they found other issues. Mrs.[redacted] was made aware of what was found and the recommendation for repair. She declined those service and was only charged for work she requested to be done.
If we can be of further assistance, you may contact us during normal business hours at [redacted].

Mary C[redacted]
Goodyear Consumer Relations
Innosource, Inc.

Initial Business Response /* (1000, 5, 2016/01/29) */
The Goodyear Tire & Rubber Company
Consumer Relations Department D/728
200 Innovation Way
Akron, Ohio 44316
Tel: ([redacted]) [redacted] Fax: ([redacted]) [redacted]


January 28, 2016
The Revdex.com
Attn: David D[redacted]
222...

West Market Street
Akron, OH 44303-2111
Customer Name S[redacted] K[redacted]
RE: Revdex.com Complaint Case # [redacted]
Consumer Relations Claim # [redacted]
We are in receipt of your recent letter to advise us of Mr. K[redacted]'s complaint.
Our goal at Goodyear is to have satisfied customers, and claim evaluation and payment decisions are, therefore, not taken lightly.
Mr. K[redacted]'s Consumer Relation's claim was thoroughly reviewed and the decision as to compensate him in the amount of $140.26 for services rendered. We have explained that before we are able to issue this reimbursement, he will have to provide us with an invoice showing that he has paid to have the same service performed at another location. Mr. K[redacted] is not willing to pay for the work to be done at another location before being reimbursed. Without paperwork showing that the same repair has been made again, we don't have any information verifying the situation.
If we can be of further assistance, you may contact us during normal business hours at 1-[redacted].
Sincerely,
Jodi B[redacted]
Consumer Relations
Initial Consumer Rebuttal /* (3000, 7, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Considering this is a "satisfaction guarenteed" it's a joke, buyer beware and avoid Just Tires (plenty of other options). After 3 Trips, 7+ hours across them (when they quoted me 1 hour for each), nearly $200 total spent, 1 used PTO day which I get paid out for over the summer, and considering the fact the final time I went for a job, they couldn't even do (even after calling ahead to verify they had the parts for all four tires they didn't and could only get 1/4 of them), the pushed initially for me to come back to them. My time is more valuable than to go back and spend more time "correcting" the problem, not to mention I don't trust them to do it right. They want a written estimate, for which I would have to pay a $136 deposit to have the van looked over at the dealer (who I can trust) or put up front the approximate $150 to fix it. I also have to find the 2+ hrs (depends on wait) to do so. I don't have an extra $136 (I'm a preschool teacher in the ghetto of [redacted] for crying out loud) nor hours to spend at the present moment. They had THREE chances to do the job right and failed to do so. And want me now to put up front MORE money for their mistake and wait on them. As I am only asking for the cost of the final (partial job that should have been complete), not anything else, not my time and not even the full price the dealer would charge for original OEM parts, I feel I am being complete reasonable while they are unrealistic, inconsiderate of the time and money for the working class, and not to mention presenting horrible customer service. Not only has Just Tires lost my business (I was going to get the other 3/4 of the tires "fixed" as well as received a quote for a new set of tires which I was going to get this summer) but so has Goodyear. After 32 years of me and my family for three generations ONLY buying Goodyear tires (what's funny is it could even be proven by looking up me, my father and my grandfather in their database ha), it's time to give our hard earned money to someone who cares and has good customer service.