Les Schwab Tire Center #604

HiI wanted to inform you that the complaint (#[redacted]) has been resolved with the business. Thank you for the help.[redacted]

Review: Lug nuts on tire were not tighten down after service, causing me to loose control of my car and the tire spinning off. Schwab refuses to fix the car.

The frame must be bent because I can't close doors properly and cruise control comes on and off by itself. The tire is ruined. The car is unsafe to drive. I am disabled and need my car to get to the doctor as I am in constant pain. On disability and don't have the means to rent a car. Living in a rural area and my doctors are miles away. I worked with [redacted] at Schwab, but she refuses to fix fix my car to the point it is safe to drive.Desired Settlement: I would like my car fixed to the point it was before Schwab's negligence created this situation. If the repair is more than the car is worth, I would like a replacement. Schwab should live up to their motto; do the right thing. Two months have gone by and I need my car because I am 20 miles from town and grocery stores, drug store and 100 miles from my specialist who needs to check my condition over I have been in constant excruciating pain since this accident occurred. I am stuck in the middle of nowhere. There isn't any public transportation.

Business

Response:

Business' Initial Response

Revdex.com Case ID XXXXXXXX

We regret the customer had a negative experience at the Susanville Les Schwab Tire Center. Les Schwab prides its self on superior customer service, takes reports seriously and investigates the underlying facts of all customer concerns.

On January 14, 2013, Mr. [redacted] brought his 2003 Chrysler PT Cruiser to the tire center and requested two flat repairs. As a gesture of customer service, the tire center repaired both flat tires and the valve stems on the right front and left rear tires, free of charge. Our technician inspected the tires while performing these complimentary services and recommended four new tires. Mr. [redacted] stated he could not afford four new tires at that time so the technician working with Mr. [redacted] prepared four separate quotes to replace the two badly worn tires. Mr. [redacted] declined to purchase any new tires at that time.

The customer later contacted the tire center Store Manager, [redacted] and reported his left rear wheel came off the vehicle while traveling on the highway. [redacted] immediately responded to the customer's location. Upon inspecting the vehicle, [redacted] observed the customer's lug nuts were not on the left rear tire. [redacted] reinstalled the wheel, followed the customer home and invited him back to the tire center the following day for a thorough inspection.

The following day, the customer returned to the tire center with his PT Cruiser. [redacted] again inspected the vehicle and discovered the left rear backing plate was slightly bent, the left rear wheel had a scratch, and one of the studs needed to be replaced. After bending the backing plate into place and replacing the stud, [redacted] offered to replace the backing plate, free of charge. The customer declined the free service and informed [redacted] he may have an injury. [redacted] immediately filled out a claim form for the damage to the customer's vehicle and alleged injury and provided it to Les Schwab's Claims Department.

After months of corresponding with the customer and numerous requests, the customer has never provided Les Schwab any medical records arising from the January 14, 2013 incident. At this time Les Schwab is unable to process the customer's claim by determining if the customer received any injuries as a result of the alleged incident.

On numerous occasions, Les Schwab offered to replace the left rear studs, left rear backing plate and left rear wheel, free of charge, to cover all property damaged in the January 14, 2013 incident. Les Schwab requires customer execute and deliver a property damage release in consideration for these parts and labor. As a further gesture of customer service, Les Schwab offered to replace all four tires and perform an alignment, free of charge. To this date, Mr. [redacted] has neither accepted nor declined any offers Les Schwab has made.

Based on our investigation, Les Schwab believes its customer service gestures are fair and reasonable offers to resolve Mr. [redacted]'s concerns. Les Schwab is committed to providing the best service possible to our customers and its previous offer to replace the left rear studs, left rear backing plate, left rear wheel, all four tires and perform an alignment, free of charge, upon receiving a property damage release, will remain open through May 31, 2013. If Mr. [redacted] will contact [redacted] directly, he will to resolve his concerns according to this offer.