Jack Williams Tire

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Complaint: ***
I am rejecting this response because:
I contacted the manufacturer of the tire to see what their suggestion was. I fully disclosed all information as you will see in the correspondence I am including. I explained that the tires were not rotated on time and the process that I have followed this far.
The following is my email to them:
I purchased new *** *** ***Stires from a retailer that installed them on 11/29/I did not have them rotated until September at 11k miles, which I am aware is over the typical range, but here is my question. Is it typical for the tires to consistently lose air? We have taken my vehicle back times for air loss (significant to the point that I fear putting my year old twins in my vehicle) and it hasn't been years. We continuously have had the tires refilled with air, several times while on vacation, which was majorly inconvenient. The company tells me that this is completely normal, but I am fearful for my safety. The last time they told me that the air loss was so severe they would not keep the tire on my vehicle and that I had to purchase new tires. These tires did not last on my vehicle for years, yet cost $1600. That is a costly investment for a product that did not last months. Up until this point, the tires have just over 25k miles on them. Please advise.
Their response was as follows:
We are sorry to hear that you have a tire that is losing air pressureWe would recommend you present the tire to an authorized tire dealer for an inspection and have the dealer call us to review while there if neededOur limited warranty covers tires for defects in workmanship and materials for years or the usable life of the tread, whichever comes firstInjury or damage due to road hazards are conditions beyond our control and not covered under the limited warranty
They need to check the valve stems and put the tires in a dunking tank or water to check for a leak.We appreciate your business and thank you for choosing ***.It is our goal to ensure that your issue has been resolved or your question answered to your satisfactionIf we can assist you further, please respond to this email or call us at ###-###-#### (toll free) between 8:00AM and 8:00PM Eastern Time Monday through Friday or between 8:30AM and 4:30PM Eastern Time on Saturday.Sincerely,***Consumer Care DepartmentCertified *** Product Expert
As an authorized dealer of their tires, it could have been resolved if your techs would have contacted the manufacturer either of the times I brought it in months after purchaseInstead of following all avenues to assist me in this, they were trying to force me into buying new tires.
Regards,
*** ***

All adjustments for tire tread wear are warranted through the manufacturer. So when a customer comes to us with a problem with not getting the mileage that the
manufacturer stated that they should get, we have to take measurements of the tires, advise of rotations and alignments that were done, and the mileage that they got from the tires.Again, we are sorry that the customer was not happy with the adjustment that was being offered by ***, but there is nothing that we can do to override their decision.
The customer did state that he went elsewhere and got tires at a better price even with the adjustment that *** was offering, so I am not sure what he is looking for from us

I only show that the customer came in time after we put the new oil pan on for him and at that time we replaced a gasket, since then I do not show any concerns with his oil pan or leaking oil - the oil pan was put on March 1, the gasket replaced March 13, So for over years we do not have a problem with an oil leak on a *** *** with over 132,miles on the vehicle. We follow the regulations for PA State Inspections so if there is an exhaust leak we will not pass the car for inspect. It is your choice to have us fix the muffler, at the price that we give you. The same thing with fixing your brake line. We advised that it was leaking and that it was a safety risk to you. We gave you a price to repair the brake line, if you choose to take it someplace else that is your decision. We just want to make you aware of what is wrong with your vehicle, what it would cost to fix it and if you choose not to fix it what may happen.
Since the vehicle is running and working properly with no problems, we feel that we did our job

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I took my vehicle to have an opinion on this matter without supplying any prior information regarding the situation and two mechanics both agreed that it seemed as though there was no resurfacing done prior to mounting the wheels even though it was clearly necessary. They noted that this would certainly cause loss of air in the tires. I was treated with respect and not made to feel insignificant, which was certainly not the case at JW.
Regards,
*** ***

The
customer did come into our *** Jack Williams location on September 11,
for tires and a state and
emissions inspection
First
let's address the problem with the tires. When the on-line appointment
was made the information input for the vehicle was a *** *** **, and they
were asking for tires that were 185/65R T. At this point in
reviewing the online appointments, Francisco did call the customer and asked
about the *** *** and advised that there were two (2) options for sizes for the
vehicle. Francisco was advised that there were after market wheels on the
vehicle and that he wanted the 185/65R 86T. The vehicle calls for a
185/65R H.
It is the policy of Jack Williams that when it comes to speed rating that
we will never downgrade the speed rating of the tires. This can result in
poor handling and unpredictable steering. If the customer wants better
cornering response, there is no problem installing a higher speed rated tire on
the vehicle. Attached you will find the list of speed ratings along with
the corresponding speeds that they represent. I also believe that
this was discussed with the customer before the correct tires were put on the
vehicle. Also, the tires that were put on the vehicle were less expensive
than the tires that were selected on the web site. We also advised
the customer that the tires that he was looking for were discontinued and will
no longer even be available once supplies are depleted.
Now
to address the matter of the vehicle failing the Pennsylvania State safety inspection because of
the right front outer tie rod end. This failed
because of play in the part. If you look
on the invoice provided, we do suggest
the left front tie rod as well, but this only because with these parts once you
replace one, out of times you need to replace the other in a short amount
of time. And by doing them both at the
same time you would save on the labor cost Also with the brakes there was a suggestion
for front brake pads, as by the time next inspection comes around it would probably need
brakes. But again the left front tie rod
and the brakes had nothing to do with the vehicle failing inspection; they were
suggestions on work that should be done soon
We
also called the customer while the vehicle was on the lift to show the customer the play in
the tie rod and to come and look at the brakes.
They declined the offer to come and see the vehicle.
When
the customer replaced the left and right tie rod ends and brought in the one
(1) loose part, we did not know if it was the right tie rod or the left tie rod
and wanted us to show him the play in the part, this is not possible as it
needs to be installed on the vehicle to show you.
When
the customer came back with the car we did inspect the car again, and passed
the vehicle for inspection, only charging him for the sticker
So
in summary we will not install the tires that he originally wanted, because of
the speed rating issue. If he would like to
get other tires at another tire shop and have them installed we will take the
tires back as long as it is within days and there is less than miles on
the tires. The customer will get a full
refund of the tires only $plus tax.
We will not refund for the tie rod ends as we did fail the vehicle for
the right front tie rod, but suggested that the other be replaced, and we will
not give him a free alignment, as even if we replaced or any other shop
replaced the tie rod end they would charge for an alignment
Please
review all of the information attached and let me know if you have any
questions or concerns
Regards,
Robin D***
Jack Williams Tire Co.,
Inc
Customer Experience
Administrator
***
Phone ###-###-####

I am in full agreement with the person who was looking
to purchase tires from us. We should have done a better job of
providing
them with all the information about replacing tires instead of just on
all-wheel drive vehicles - this is not just something that we do to sell more
tires, but it is recommended by the manufacturer of the vehicle and is a common
practice among reputable and knowledgeable tire sales persons. Below is
what the vehicle manufacturer recommends when replacing tires on the vehicle, and
what can be found on ***
regarding replacing tires on an all wheel drive vehicle. I will reimburse for gas and tolls because of this misunderstanding. Also, in speaking with *** from our *** location he does recall this incident and also advised the person that we have a store that is closer to him instead of coming all the way to Allentown, he was advised by this person that he had to come to *** anyway as he had business to take care of there. With that being said, out of good faith, I will reimburse for gas using MPG to calculate the reimbursement for gas @ $a gallon, and $for tolls, bringing the total to $to be reimbursed.
Tire Information on *** *** -
*** *** / *** *** Owners Manual / Inspection and Maintenance / Tires
For safe operation of your vehicle, it is important that the tires be the correct type and size, in good condition, and properly inflatedBe sure to follow the requirements and recommendations in this sectionTire Sidewall Labeling
Useful information about a tire is molded into its sidewallThe example below shows a typical passenger car tireTypical Passenger Car Tire Sidewall
ATire ManufacturerThe name of the tire manufacturer is shown hereBTire Name/ModelThe tire name or model is shown hereCTire SizeThe tire size code is a combination of letters and numbers used to define a particular tire’s width, height, aspect ratio, construction type, and service descriptionSee the “Tire Size” explanation later in this section for more detailsDU.SDOT Tire Identification NumberThe Department of Transportation (DOT) marking indicates that the tire is in compliance with the U.SDepartment of Transportation Motor Vehicle Safety StandardsThe letters and numbers following the DOT marking is the Tire Identification Number (TIN)The TIN identifies the tire manufacturer and plant, tire size, and date the tire was manufacturedEUniform Tire Quality Grading (UTQG)Tire manufacturers are required to grade tires based on three performance factors: treadwear, traction and temperature resistanceRefer to the “Uniform Tire Quality Grading” section for more detailsFLoad RatingLoad rating is the maximum weight a tire is designed to support in serviceGMax Inflation PressureMax inflation pressure is the maximum inflation pressure a tire is designed forHTire Ply MaterialThese tire markings describe the type of cord and number of plies in the sidewall and under the treadILoad Index and Speed RatingThe two- or three-digit number is the tire’s load index, the maximum load tire can carry at the speed indicated by its speed symbol at the maximum inflation pressureThe higher the number is, the greater the load carrying capacityThe letter symbol denotes the speed at which a tire is designed to be driven for extended periods of time(Ratings are listed below.)
*The letters ZR may be used on tires with a maximum speed capability over mph and will always be used on tires with a maximum speed capability over mphJM+S MarkingThis marking indicates the tire has some mud and snow capabilities and is designed for all-season useTire Size
The following illustration shows an example of a typical passenger car tire size
ATire TypeThis letter code indicates the primary intended use of the tireThe letter “P” identifies a tire primarily intended for use on a passenger vehicleBTire WidthThis three-digit number indicates the tire section width in millimeters from sidewall to sidewallCAspect RatioThis two-digit number represents the tire section height divided by the tire section widthDConstruction CodeThis letter code is used to indicate the type of ply construction in the tireThe letter “R” means radial ply tire construction, the letter “D” means diagonal or bias ply construction, and the letter “B” means belted-bias ply constructionERim DiameterThis two-digit number is the wheel or rim diameter in inchesWARNING: Your *** is equipped with tires which are all the same type and size This is important to ensure proper steering and handling of the vehicle Never mix tires of different size or type on the four wheels of your vehicle Mixing tires could cause you to lose control while driving which may lead to an accidentThe size and type of tires used should be only those approved by *** Motor Corporation as standard or optional equipment for your vehicle
This is also something that is on the website *** regarding replacing tires on an all wheel drive vehicleIf you purchased your first all-wheel-drive car and experienced a flat tire that can’t be repaired, you know what tire-related sticker shock is likeIt’s not the individual price of each tire that will make you queasy; it's the requirement that all four tires be replacedYes, I said all four tires
The problem is that the wheel speed of the tires is monitored to detect slippage that would activate portions of the all-wheel-drive systemThis is accomplished by using additional differentials or viscous couplings (sometimes both) to allow for differing wheel speeds experienced when cornering or encountering loose pavement and momentarily spinning a wheel When the circumferences of tires are not matched, the number of times the tire revolves per mile can vary by tireThis can occur when tires are replaced with no attention paid to the qualities that affect circumference like size, type, and tread wearWhen this happens, the system described above is asked to work 24/7--and soon, heat-related damage can occur
Longtime transmission specialists have advised that the industry standard is that one-quarter of an inch of variation of the tire circumference is tolerableThis measurement is taken by using a small tape measure and hooking it into a cleat of the tire tread and rotating the tire to record the circumferenceIt is assumed that every effort is made to match the replaced tire with the remaining tires on the carThis means that the same brand, tire model, size and tread design should be usedThe inflation rate of all four tires should be uniform as wellRecommendations about replacing tires on AWD and 4WD vehicles vary by car manufacturer, so a thorough reading of the owner’s manual is requiredTire rotation and inflation also assume increased importance as does the need to work the full-size spare into the equation (if provided)The trouble with tire management on these specially equipped vehicles is that the stakes are high--as anyone who has had a transmission repaired can attest

In response to the customer:
Tires were purchased on November 29, 2012. The customer came back the 1st time after purchasing the tires on 09/04/about 1/month after she purchased the tires and 11,miles since the tires were put on. All tires were checked as you can see from the documents attached the reason for the tires leaking was not because of a defect or problem with the tire , it was because of a valve stem core that was loose, valve stems are used to keep the air in a tireThey have a pin in their center that is depressed in order to allow air into the chamber, then immediately pops up to keep the air inOnce in a while this stem will become loose and cause a leak in the tire; when this happens, the valve stem must be tightened. Which was done on 09/04/on the right rear tire, and then on the left rear tire, which was the tire that the customer came in to have us check we found a small bead leak on the inside where the wheel weight had been hammered on, again not a tire problem, but this tire could have been loosing air since the wheel weight was put on when the tires were purchased 1/months prior, why did the customer wait for 1/months to come back with a tire that she had to keep putting air in? We took the tire off the wheel - cleaned the wheel - resealed the tire on the wheel and put a stick on weight on the tire. All tires were checked, and tire pressure on all was good. The customers second visit was on 09/11/2013, miles were put on the vehicle since we last saw it, and when the check tire light came on - again we found that it was not a tire problem, but a wheel, that was leaking - we again took the tire off the wheel, cleaned the wheel and sealed the tire back onto the wheel. We did not see the customer until a little over year later. Why would you keep on having to put air in your tires and not come back to the store to have this looked at? The customers third visit was then over year later on 09/14/and 14,miles were put on the vehicle and when the customer came in it was apparent that the tire was driven when the tire was low, causing the sidewall to crease. We at that time advised because of the condition of the tire and the damage that was done to the sidewall we advised that we could not fix this tire, and that new tires would need to be purchasedThe reason that tires would need to be purchased and not just tire is because this is an all wheel drive vehicle, It is recommended to replace your tires in sets of four for all vehicles but particularly important for all-wheel drive vehiclesAll four tires should be the same size, brand, tread design, construction and tread depth to prevent differences in the outside diameter of each tireEven small differences in the outside diameter may cause drivetrain damage or mechanical malfunctionWe offered the customer tires at an adjusted price (where the tires where originally purchased at $each - we gave the customer a price of $per tire, plus installation of the tire, and taxes). Being that the customer has had these tires for almost years and has put almost 26,miles on the tire, we feel that this is a fair offer and will be the only offer that we are willing to extend. I am confused that the customer keeps on stating that they paid $for tires when you can see on the invoice from 11/29/that the price per tire was $- and 4 where purchased for a total of $907.80, with the cost of installation at $per tire, and tire tax at $per tire which is a total of $4.00. This does not even come close to $that they claim they paid for tires.
Even in the email from *** they state that their "limited warranty" covers tires for defects in workmanship and materials (none of which were found by us). We would gladly replace the tires but not for free, the customer has to pay a pro-rated amount based on the mileage that was put on the tires and the wear that was put on the tiresI am open to discuss this with the customer if they wish to call Jack Williams Customer Service at ###-###-####Please review all the documents that have been sent and the current copies of work orders along with technicians notes on each time the vehicle came in with a problem

I took my mothers car for an inspectionI was told that it failed inspection due to a broken motor mountThe cost of the repair would be dollarsI declined the repair and took the car to be inspected by two different auto repair companys Neither one could find a defective motor mount This is not the first time I was told I needed expensive repairs by this companyI recommend you avoid this company

There is a chime when the vehicle is first started upIt was never mentioned since a light on and chime do mean the same thing
The rejection reason, is regardless of how many were told to be replaced or recoveredonly rubber value stems where in the tire, under omit ion from *** tire in ***This is a common practice for Jack WIlliams to do and not the first the manger of *** has heard it ofTo resolve this case, I feel as a customer I should be compensated for the money I spent to buy new TPMS sensors, which buy omit ion from the DM rubber value stems may have been installed if we couldn't get air into the tire[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

In review of the documents that we got from the *** *** store, and with them showing that a complete diagnostics was not done to see exactly what the problem wasWe are going to refund to the customer $This is for the $charge for the labor for diagnostics and the refund for the
alternator for $298.06, plus tax of $20.76. I will submit a request for the check today and it will be in the mail next Monday, September 22, 2014.I do hope that this settles the complaint to your satisfactionThank you,
*** ***
Customer Experience Administrator

I do show that the customer came into our shop for a flat repair on 10/20/2015. I am asking that the customer come back into the shop or to any Jack Williams Tire and Auto Service Center with the receipts from the tires that they purchased from *** and ***, we will be able to
match tires on the invoices with DOT numbers and see if any tires are missing. Mistakes do happen and if we did make a mistake and put a wrong tire on the vehicle we will make every effort to correct the situation. The customer can go to our website to see a list of locations if they do not want to come back into the same location, our website is www.jackwilliams.com/locations We look forward to seeing the customer again and clearing up this problemRegards,
Robin D***
Customer Experience Administrator
Jack Williams Tire and Auto Service Centers

The customer was sent a check to reimburse him for taking his vehicle to the mechanic to have the lug nut tightened on all wheels on his vehicle and check the tire pressure. The check was mailed to his home address on September 3, It clearly states in places on our invoices to
have your wheels re-torqued after miles. We do this on all of our tire sales. Attached are the procedures that we follow when we install tires:

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Complaint: ***
I am rejecting this response because: In response to Jack Williams Tire Center: There WAS a quote written for the brake work, even though I told you I was doing the work myself, it was over $600. I waited while you wrote it up I did not have the money at the time because I knew I was going to need snow tires so I chose to do the work myself so I could afford the snow tires. When my check engine light came on and the truck started hard I did not immediately jump to the conclusion that Jack Williams Tire had anything to do with it because I know that it is years old and it is possible I got some bad gas, etcas you mentioned. As you also know, I bought the tires three days after you initially had my vehicle when I brought it back in for inspection. Since that time I have checked my gas cap, put fuel in the vehicle numerous times, checked my hoses, etc., etc. It was not until I heard another person tell me that they had their vehicle in to Jack Williams Tire and it needed brake work, they decided to do the work themselves and their check engine light came on and their vehicle hasn't run right ever since that I thought to myself, hmmm, maybe there is a pattern here. And while it might not be the policy of Jack Williams Tire to behave in such a manner, to sabotage a customers vehicle, that does not in any way prove to me that you might not have a mechanic that might not be above acting unethically. Which I know, having done service work for a large company, comes down to the individual performing the service and not the organization's policies or practices. Maybe you might consider looking into the technician who performed my service? I am also urging the other party that told me of their experiences with Jack Williams Tire Center to file a complaint as well. Maybe you will find that the same individual serviced both of these vehicles? And then what?
Regards,
*** ***

The customer came in on April 16, 2014, for us to do a PA State Safety Inspection, Emissions Inspection and also asked us to check her brakes.
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We had a look over the vehicle for the PA Safety Inspection and everything passed
We advised the customer that the front brake pads were worn unevenly on both sides, the outside pads were much less worn than the insides which is entirely indicative of brake calipers that are beginning to failThe calipers do not release evenly everytime the drive lets off the brake, which allows one or both sides (in her case, the insides on both sides) to ride on the rotors more than is intendedThis also created some heat marks on the rotors due to much more friction than should happen
We advised her that the brakes did pass inspection by the PA State Safety Inspection standards, but that she would need brakes in the near future. We told her that even though the brake pads are worn they still pass inspection as they had not worn to below the state minimum in any area. The calipers were still working to some extent (though not ideally), and the rotors did not measure below the minimum specification either
Our suggestion to her was to not throw her money away by just putting new pads on knowing that the calipers were starting to fail, this would not fix the underlying problem, she would be paying for labor that would need to be redone again in the near future, and the new pads would wear unevenly and quickly just like the old ones
We gave her an estimate to replace the calipers on both front wheels, a new set of front pads, and suggested a brake flush and new rotors. We always recommend new brake fluid with caliper problems because calipers usually fail due to contamination of the brake fluid, and the rotors were recommended because they were damaged by the heat, though any future problems from not replacing them was limited
After we gave her the estimate and explained everything to the customer, she said she needed to discuss it with her father who was more familiar with cars than she
We did let her know that no brake work was required for inspection, and she said she would call backLater on, she called back and said she would be getting a second opinion from her from a master mechanic who had been working on cars for more than plus years, this being her Grandfather.
We told her that was fine
The customer paid $for her Safety Inspection and Emissions. We advised her that after she had the other mechanic look at her brakes if she wanted us to do the brake work we would need one day heato plan it.
I have attached the work order from when she was in on April 16th and passed inspection and the complaint that she submitted to us
We do not feel that she is entitled to any refund, she did get a safety inspection and an emission inspection. We always offer to show any customer what is wrong with the vehicle by taking them out into the shop - wearing safety glasses that we provide and being escorted by the technician and a service advisor. This is a common practice in many garages and a customer is more likely to agree to repairs if they can see exactly what we are advising them needs to be repaired/replaced. It is the customers decision to take the vehicle for a second opinion on repairs, and it was her decision to travel over an hour away so her Grandfather could repair her vehicle.
Our pricing versus what the customer was charged is like comparing apples and oranges. We have our pricing and other shops have theirs.
We did not charge her to tell her what was wrong with her brakes, we just gave her an estimate on what we found
Please see the attached invoice and complaint from the customer and please do not hesitate to contact me with any questions or concerns
Regards,
Robin D***
Customer Experience Administrator
Jack Williams Tire and Auto Service Center, Inc
###-###-####

At this point I am asking Jack Williams Tire to investigate and make inquiries into the possibility that one of their technicians might be acting unethically and tampering with customers vehicles.  As  I indicated in the original complaint I am more interested in having a potentially fraudulent business practice investigated.  While it may not be the practice of Jack Williams Tire Center's corporation to engage in unethical business practices it is quite possible that an individual is responsible.  If it is determined that there was, in fact, tampering with customers vehicles by one of their service techs then I would like to be compensated for the cost of repairs.  An apology might also be in order.  I am fully aware that components fail and problems do occur.  The only reason I am filing this complaint is because I have learned of other instances, almost identical to my own experience, which have occurred recently involving this particular Jack Williams Tire Center location.  Thank You.

The Customer did purchase four (4) [redacted] Assurance Fuel Max Tires from us on
December 8, 2012 for his 2011 [redacted] which at the time had 22,416...

miles on
it.  He paid $519.80 for the tires and also paid to have them installed at
a cost of $19.95 per tire, also at this time we offered The Customer our Jack
Williams Total Tire Protection Plan (TTPP) for a cost of $10.95 per tire, which
he declined.  We explained to him as we do all of our customers that our
TTPP would cover the tires for 50 months or 50,000 miles
unconditionally.  If something would happen to the tire(s) in the 1st
year or 12,000 miles, the tire(s) would be replaced at no cost to the
customer, but they would be required to purchase another TTPP to cover the new
tire(s) and pay to have them installed along with tax.  After the 1st
year, or over 12,000 miles the tire(s) would be prorated based on
mileage.  Again, the customer would be required to purchase the TTPP,
installation and tax.  Being that The Customer declined to purchase our TTPP
he only has the limited warranty from [redacted] to cover his tires.  I
have attached a copy of the Limited Warranty, Tire Care and Maintenance Guide
from [redacted].  
When The Customer came in on April 7, 2014 for a state inspection we advised him
that he needed four (4) tires to pass state inspection.  His vehicle
at that time had 45,274 miles on it.  So from when he had his tires
installed on December 8, 2011 until he came in on April 7, 2014 he put only
22,858 miles on his [redacted] Assurance Fuel Max Tires.  We at that time
called [redacted] to see what they would offer him with his "Limited
Warranty" they advised us that as a goodwill gesture, he would be responsible to pay $45.48 per
tire plus tax and installation of $19.95 per tire, if he replaced them with a
"comparable" set of four (4) [redacted] Tires.  The Customer decided to go with General G-Max tires instead of [redacted] tires.  We
then offered a refund of $193.00 and to give him the TTPP for free on his
new tires and he was not accepting this from us, and at that time we
presumed that he was going to contact [redacted].  
At this
time I do not see that Jack Williams Tire Co., Inc. owes The Customer a full refund for tires
that he purchased from us on December 8, 2012.  Once he declined the extra protection that we
offer on all tires that we sell, he is only covered by the limited warranty of
the tire company. And he should take up any claims with [redacted].

The customer came in and purchased 4 [redacted]4 tires on
November 29, 2012 for...

her 2004 [redacted].  The price of the tires was
$226.95 each for a total of $907.80, then PA State Tire Tax of $1.00 per tire,
then installation for each tire at $19.95 per tire for a total of $79.80, and
she also purchased our Freedom Plan Package for Passenger and Light Truck/SUV
Tires which was $22.70 per tire for a total of $90.80.  Her total for her
tires was $1,147.34 including tax.  The next time the customer came into
the store was on September 4, 2013 to have her tires rotated and have us repair
a left rear tire that had gone flat.  Since installing her tires on
November 29, 2012 until this visit on September 4, 2013, the customer put
11,286 miles on the vehicle.  [redacted] recommends that your tires be
rotated every 6,000 to 8,000 miles and to have the PSI set as recommended on
the vehicle tire.  We also noted on this
visit that all her tires were checked and rotated, but that the valve core was
lose on her right rear tire, this could account for air leaking out of her
tires.  The customer then came back in
again on September 11, 2013 at that time she had us check her tires for her
because her tire light was on, indicating it was her right front tire, we
checked the right front tire for her, told her that there was nothing in her
tire, such as a nail or any object, and that we sealed the bead on the tire, so
no air would leak out.  The next time we
saw the customer was on September 16, 2014, at this time the vehicle had
120,325 miles on it, and that would be 14,275 miles since we last did a tire
rotation.  As stated before [redacted]
recommends that your tires be rotated every 6,000 to 8,000 miles and to have
the PSI set as recommended on the vehicles tires.  The customer came in with very low tire
pressure on her left rear tire.  We were
not able to repair the tire as she had driven on the tire with low tire
pressure causing the sidewall to crease. 
We then advised her that we could adjust the tires for her, and give her
4 [redacted]4 tires at $111.82 per tire for a total of $447.28, plus
installation for 4 tires at $19.95 each total of $79.80, again purchasing our
Total Tire Protection Promise for $22.70 per tire – 4 tires $90.80, and then
adding the PA State Tire Tax of $1.00 per tire - $4.00 total for a total of
$659.19 including tax. 
If the customer followed the recommended rotation and maintenance
schedule from [redacted], I am most certain that she would have gotten more
mileage out of her tires. 
We also feel that the price that we offered the customer is fair,
considering that she had the tires for about 22 months and put 25,561 miles on
them.  
The customer should not be afraid to come back to Jack Williams in
Easton, PA as a result of filing a complaint against us, we would never
jeopardize anyone’s safety. 
Attached please find the receipts from the customer’s visits, along
with the [redacted] Passenger and Light Truck Replacement Tire Limited Warranty.
Please let me know if you have any questions or concerns.
Regards,
Robin D[redacted]
Jack Williams Tire Co., Inc
Customer Experience Administrator
[redacted]
Phone ###-###-####

I will be sending the customer a refund for the alignment that he had done as he stated that the vehicle still pulled to the right.
It will be mailed in the next 3-5 days and will be sent to the address that is on the invoice.
If there are any changes or concerns please do not...

hesitate to contact Customer Service at ###-###-#### from 8a to 5p Monday - Friday.I do hope that this resolves this issue for the customers.

When the customer came in he asked us to check out a thumping noise that he heard when he was driving.  We did an evaluation on the vehicle and came up with the following items that needed to be addressed:
When we looked at his rear tires we saw that they were choppy, we advised...

the customer that this is what is causing the thumping that he hears in the rear of his vehicle and the only way to get rid of the thumping noise would be to replace the tires.  When tires become chopped it is nearly always caused by worn or misaligned suspension parts.  In this customers case it was his shocks that were worn, we advised him of the worn shocks and that we also saw that he needed brakes.  The customer advised that he would not replace the tires at this time, but we could replace the shocks and his rear brakes.
We did give him a quote of $750.00, not including tax or shop supplies, to do the work, when we were billing him out the price was higher by almost $100 as a result of not adding in the rotors and a miscalculation of the tax.  We corrected our mistake and he was billed out.
I have attached the invoice to show that we came in under our quote of $750.00 - his subtotal was $727.94 - shop supplies were $39.73 - to compensate for our error in billing the first time we gave him a 5% discount of $31.00 - state tax is 44.21 with a total of $780.00.
We performed work that the customer approved, he declined to replace the tires which would get rid of the noise.

The
customer did purchase four (4) [redacted] tires from us on
July 10, 2012, for a 2010 [redacted]...

which at the time of purchase had 39,927
miles on the vehicle.  When the tires were purchased the customer paid
$498.13 for the four (4) tires; there was a sale at the time buy 3 get 1 free
and he also had an alignment done at the same time.  When tires are
installed we charge $19.95 per tire, but this also gives the customer the
following:
Mounting
of the tire
Nitrogen
inflation
Lifetime
balancing
Hand
torque wheels
Tire
disposal
Free alignment
check
Lifetime tire
rotation
Lifetime flat repairs
We
then offer the customer the Jack Williams Total Tire Protection Promise
(TTPP) for a cost of $15.95 per tire.  We explained to the customer as we
do to everyone who purchases tires from us, that our TTPP would cover what the manufacturer’s
warranty would not, such as road hazard, damage resulting from improper
maintenance, or ever damage resulting from a vehicles mechanical problem.  Our TTPP would cover the tires for 50 months
or 50,000 miles unconditionally.  If
something would happen to the tire(s) in the 1st year or 12,000 miles, the
tire(s) would be replaced at no cost to the customer, but they would be
required to purchase another TTPP to cover the new tire(s) and pay to have them
installed along with the tax.  After the 1st year, and/or 12,000 miles, the
tire(s) would be prorated based on mileage.  Again, the customer would be
required to purchase the TTPP, pay for installation and tax.  The customer
declined to purchase our TTPP, we advised the customer as we do anyone who
declines to purchase the Protection Promise, that if there were a problem with
the tire they then only have the limited warranty from [redacted] to cover his
tires. 
When
the customer came in on July 8, 2014 to have us check one of the tires we
advised that all of his tires were well worn and that they should be replaced.  At this time the 2010 [redacted] had 61,148
mile on the vehicle.  The tire(s) would
have only 21,221 miles on them.  In checking our records to see if he had
purchased our Total Tire Protection Promise and seeing that he did not, we contacted
[redacted].   Also, in reviewing the records we did not see
that he had come in for any maintenance for his tires, alignments, and rotation
of the tires.  We offer free alignment checks and also
offer lifetime balancing and lifetime tire rotation for any
tires that we install for a customer, free of charge.  When we asked for records to show that he had
the maintenance done at any other location he could not provide any
documentation.  When we informed
[redacted] of this they offered the customer a 35% discount on his new set of
four (4) [redacted] tires, as a gesture of “Goodwill”.
At
this time I do not see that Jack Williams Tire Co., Inc. owes the customer
either replacement tires or a refund for the tires that he purchased from us on
July 10, 2012.  Once he declined to
purchase from us the extra protection (TTPP) that we offer on all tires that we
sell, he is only covered by the warranty of the tire company.  And he would need to take up any claims with
[redacted].
I
am attaching receipts from the customers purchase, the [redacted] Limited Warranty
and Adjustment Policy, and the maintenance checklist from [redacted].
If
you should have any questions or concerns, please do not hesitate to contact
me.
Regards,
[redacted]
Jack
Williams Tire Co., Inc
Customer
Experience Administrator
[redacted]
Phone
###-###-####