Les Schwab Tire Center #614

We regret the customer had a negative experience at the Yuba City Tire CenterLes Schwab prides its self on superior customer service, takes reports seriously and investigates the underlying facts of all customer concernsAccording to Les Schwab’s records, Ms*** brought her Nissan 370Z (“vehicle”) to the tire center On January 20, and purchased four new tires and directed the technician to install themOur technician believes the vehicle’s wheels were painted and, while performing the tire installation, noticed the paint was chipped and peeling on all four wheelsLater that day, Ms*** revisited the tire center and informed the Store Manager, ***, that the “powder coat” on one of her wheels was scratched and believed it happened during her earlier visitUpon inspection of the wheels, our manager discovered what he thought could be a fresh scratchHowever, no investigation or determination was made with respect to the cause of the scratchSince all four wheels were in poor condition, our store manager offered to dismount all four wheels, free of charge, and have all four powder coated properlyThe regular cost for this service is $420, however; purely as a gesture of customer service, our Manager offered Ms*** a discounted price of $(for all four wheels) and offered to credit her retail store account $75, the price to powder coat one wheel (for a net benefit to the customer of $195)The customer declined this offerLes Schwab provided the customer with a claim form to submit to Les Schwab’s Liability Department (“Liability”) at that timeOn January 22, 2015, Ms*** submitted photos to Les Schwab showing all four wheels with chipped paint and an estimate from *** Powder Coating (“***”) in the amount of $to have all four wheels powder coated ($more than the amount previously offered by our store Manager)On January 26, 2015, Les Schwab’s Liability Department emailed Ms*** an offer to pay *** for the workMs*** declined the offer and indicated she would submit a claim to her insurance companyLes Schwab apologizes for any inconvenience the customer may have experiencedBased on our investigation, Les Schwab believes its customer service gestures are fair and reasonable offers to resolve her concernsDespite no determination or admission of liability, both customer service gestures made by Les Schwab offered to make Ms*** completely whole for the alleged damage to her single wheelWe would like to assure Ms*** that Les Schwab remains committed to providing the best service possible to its customers

We regret the customer had a negative experience at the Yuba City Tire Center. Les Schwab prides its self on superior customer service, takes reports seriously and investigates the underlying facts of all customer concerns.Les Schwab's Liability Department is performing an investigation regarding...

Ms. Simeroth's allegations. Upong completing this investigation, Les Schwab will respond to the report filed with your office.We apologize for any inconvenience to the customer and sincerely thank her for her patience in allowing Les Schwab to do a thorough investigation of her concerns.

Please see Les Schwab's response to Ms. [redacted]'s report attached.

Review: had Les Schwab preform extensive front end work on my 2001 ford F-250 PU on 8-15-2013. when I picked it up after 911.16 dollars worth of work. I could not keep the vehicle going straight and immediately returned it with complaint as such. Was told that it was due to break-in and was normal. I informed them before and after work that I was going to Bend Or. and they told me that the condition was normal and would get better after I drove it for a few miles. It was a very dangerous and stressful trip to Bend Or. as I could not keep the vehicle from drifting and correction was very difficult. Upon arriving in Bend I drove it to the Les Schwab Dealer and explained the situation. After leaving my Vehicle with them, they called me and said that the Yuba city store had tightened the ball joints too much and that they had loosened them and the truck drove better. It did not and the trip home was no better than going up. I once agin took the vehicle back to the Yuba city store and after another day without my vehicle, they called and said they could not find anything wrong and would have to take everything apart. I informed them that I was very frustrated and that they assured me before doing the work that the truck would drive better and be safe. It did not drive better and was in fact, worse than when I brought it in to them and was not safe at all. I have since taken the vehicle to Harvey and Songer In Marysville who are specialist and was informed that inferior parts were installed incorrectly and the steering dampener installed on the tie rod was not the right part and as a result was rubbing on the tie rod during steering operations. the work preformed by the Yuba city Les Schwab was sub standard and was a waste of my time, a safety hazard to my family and others. I have asked management at the Yuba City store to refund my purchase and that I would even be willing to compromise with them and pay the labor that they preformed if they would refund the cost of parts.They refused. Please contact me.Desired Settlement: After six months of excuses for incompetent repair practices and very unsatisfactory customer service I have taken my vehicle to a Front end specialist at the additional cost of 1595.50. I met with the Manager at Les Schwab in Yuba city 02/11/2014 and asked for a reasonable compromise to pay the labor involved with their services and return the parts installed for refund and they are not willing to refund full or partial. Terrible Customer service. Profit over customer and public safety?

Business

Response:

The Manager at our Yuba City store has offered to adjust the parts the customer was sold in full & also refund 100% of the labor. The customer has accepted the offer & has received via e-mail copies of the credit. When his refund check comes to the Yuba City store, he will return our parts back to us.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: I took my car over to have four tires replaced. They damaged 3 of my powdercoated rims and despite me providing proof that the rims were powdercoated from the shop that did them he still insisted they were only painted and he (the manager) wasn't paying to have them fixed to begin with.Desired Settlement: I want them to pay to have the rims repowdercoated at the original shop as it was a special order color.

Business

Response:

We regret the customer had a negative experience at the Yuba City Tire Center. Les Schwab prides its self on superior customer service, takes reports seriously and investigates the underlying facts of all customer concerns.Les Schwab's Liability Department is performing an investigation regarding Ms. Simeroth's allegations. Upong completing this investigation, Les Schwab will respond to the report filed with your office.We apologize for any inconvenience to the customer and sincerely thank her for her patience in allowing Les Schwab to do a thorough investigation of her concerns.

Business

Response:

We regret the customer had a negative experience at the Yuba City Tire Center. Les Schwab prides its self on superior customer service, takes reports seriously and investigates the underlying facts of all customer concerns. According to Les Schwab’s records, Ms. [redacted] brought her 2009 Nissan 370Z (“vehicle”) to the tire center On January 20, 2015 and purchased four new tires and directed the technician to install them. Our technician believes the vehicle’s wheels were painted and, while performing the tire installation, noticed the paint was chipped and peeling on all four wheels. Later that day, Ms. [redacted] revisited the tire center and informed the Store Manager, [redacted], that the “powder coat” on one of her wheels was scratched and believed it happened during her earlier visit. Upon inspection of the wheels, our manager discovered what he thought could be a fresh scratch. However, no investigation or determination was made with respect to the cause of the scratch. Since all four wheels were in poor condition, our store manager offered to dismount all four wheels, free of charge, and have all four powder coated properly. The regular cost for this service is $420, however; purely as a gesture of customer service, our Manager offered Ms. [redacted] a discounted price of $300 (for all four wheels) and offered to credit her retail store account $75, the price to powder coat one wheel (for a net benefit to the customer of $195). The customer declined this offer. Les Schwab provided the customer with a claim form to submit to Les Schwab’s Liability Department (“Liability”) at that time. On January 22, 2015, Ms. [redacted] submitted photos to Les Schwab showing all four wheels with chipped paint and an estimate from [redacted] Powder Coating (“[redacted]”) in the amount of $202 to have all four wheels powder coated ($7 more than the amount previously offered by our store Manager). On January 26, 2015, Les Schwab’s Liability Department emailed Ms. [redacted] an offer to pay [redacted] for the work. Ms. [redacted] declined the offer and indicated she would submit a claim to her insurance company. Les Schwab apologizes for any inconvenience the customer may have experienced. Based on our investigation, Les Schwab believes its customer service gestures are fair and reasonable offers to resolve her concerns. Despite no determination or admission of liability, both customer service gestures made by Les Schwab offered to make Ms. [redacted] completely whole for the alleged damage to her single wheel. We would like to assure Ms. [redacted] that Les Schwab remains committed to providing the best service possible to its customers.

Business

Response:

Please see Les Schwab's response to Ms. [redacted]'s report attached.