Les Schwab Tire Center #639

JANUARY 5, 2016, MR*** CAME TO THE LES SCHWAB ON FLORIN ROAD FOR A VEHICLE INSPECTION AND TO HAVE HIS SPARE TIRE INSTALLED ON THE LEFT FRONT OF HIS TOYOTA CAMRY LIC #*** CAIT WAS DETERMINED THAT
THE TIRE WEAR WAS CAUSED BY THE *** ALONG WITH WORN FRONT END PARTS AND ALIGNMENTMR*** WAS GIVEN TWO QUOTES WITH THREE SEPERATE AREAS FOR CONSIDERATIONQUOTE #*** HAD A QUOTE OF REPLACING ALL FOUR *** WITH AN ALIGNMENT AS YOU NEED TO RE-ALIGN AFTER REPLACING ***THIS SAME QUOTE ALSO HAD A QUOTE FOR AN OUTER TIE ROD END WITH AN ALIGNMENTQUOTE #*** WAS GIVEN EARLIER THAT MORNING WHEN CUSTOMER FIRST ARRIVED AND HAS FOUR TIRES ON ITAT THAT TIME, THE ONLY WORK PERFOMED WAS BOLTING ON THE SPARE TIRE FOR THE CUSTOMERMR*** DECLINED ANY OTHER WORK AT THIS TIMEFEBURARY 10, 2016, MR*** CAME BACK TO OUR LOCATION TO HAVE FOUR TIRES AND REAR *** INSTALLED ON HIS TOYOTA CAMRY LIC #*** CAMR*** DECLARED THAT HE ONLY WANTED THE REAR *** DONE AT THIS TIME WITH THE FOUR TIRES AND AN ALIGNMENTUPON COMPLETING THE WORK AND IN THE PROCESS OF DOING THE ALIGNMENT, IT WAS DETERMINED THAT MR*** ALSO NEEDED A RIGHT FRONT CV AXLE AND A LEFT FRONT LOWER CONTROL ARMTHIS WAS COMMUNICATED TO MR*** THAT BEFORE HE REPLACED THE FRONT ***, HE WOULD WANT TO FIX THESE OTHER AREAS AS WELLMR*** SIGNED THE INVOICE AND LEFTJUNE 9, MR*** CAME BACK TO OUR LOCATION BECAUSE OF TIRE WEAR AND SPARE TIREI LEARNED AT THIS POINT THAT WE HAD PROBABLY FORGOT TO SAVE ONE OF THE TIRES COMING OFF THE VEHICLE FOR USE ON THE SPARE WHEELAT THIS POINT WE RE-COMMUNICATED TO MR*** THE NEED FOR THE FRONT END PARTS NAMED WHEN HE PICKED UP HIS CAR ON FEBUARY 10, WE ALSO TOLD MR*** THAT WE WERE SORRY ABOUT THE TIRE FOR HIS SPARE AND OFFERED TO FIND HIM A TIREA 14" TIRE CAN BE CHALLENGING TO FIND BUT WE WERE UP TO THE TASKWE WERE PARTICULARLY BUSY ON THIS DAY AND MR*** WAS PRETTY UPSETWE DOCUMENTED HIS COMPLAINT STATING THAT WE WOULD FIND A TIRE FOR HIM BUT MR*** LEFT IN A HUFF AND DID NOT COME BACKWE TAKE OUR JOBS HERE AT LES SCHWAB VERY SERIOUSLY AND RELY ON OUR WORD AND WORLD CLASS CUSTOMER SERVICEWE UNDERSTAND MR***S CONCERNS BUT FEEL THAT WE COMMUNICATED CORRECTLY WITH HIM ABOUT THE NEED TO REPAIR THE WORN PARTS ON THE FRONT OF HIS TOYOTA CAMRYWE CAN ONLY MAKE RECOMMENDATIONS AND THE CUSTOMER MAKES THE ULTIMATE DECISIONWE FEEL THAT WE DID WHAT MR*** ASKED AND POSSIBLY THE ONLY FAULT TO US WOULD BE THE SPARE TIRE THAT WE DID NOT SAVEWE ARE STILL WILLING TO GET A TIRE FOR HIS SPARE AT OUR EXPENSEWE WOULD ALSO LIKE TO OFFER THE SOLUTION THAT IF MR*** WOULD LIKE TO PAY FOR THE REPLACEMENT OF HIS WORN FRONT END PARTS WE WOULD BE WILLING TO RE-ALIGN THE VEHICLE FOR FREEWE FEEL THAT THIS IS A GOOD SOLUTION*** *** LES SCHWAB TIRE CENTER *** STORE MANAGER
Sent on: 7/6/9:31:AM
Sent by:

We regret that the customer had a negative experience with the Sacramento LesSchwab Tire Center. Les Schwab prides it self on superior customer service, takesreports seriously, and investigates the underlying facts of all customer concerns.According to Les Schwab’s records Ms. [redacted]...

visited the tire center to have a flat tirerepaired on her 2004 Honda CRV (“vehicle”) on February 24, 2015. Soon after leavingthe tire center, she phoned the Store Manager and informed him she believed the tirecenter technician that repaired her flat damaged the vehicle bumper. The StoreManager invited her back to the tire center so he could inspect the alleged damage.The Store Manager viewed the video surveillance and interviewed the store employeesprior to Ms. [redacted] arriving and found no evidence supporting the customer’s claim.When Ms. [redacted] arrived at the tire center, the Store Manager saw bumper damageconsistent with something low to the ground hitting the bumper, such as a trailer hitch,below the covered spare wheel mounted on the back of the vehicle. The Store Managerexplained to the customer how the damage could not have happened while at the tirecenter and invited the customer to view the store’s video surveillance confirming thesame. The customer refused at that time.As a gesture of customer service, the Store Manager provided a claim form for Ms.[redacted] to submit to Les Schwab’s Liability Department. After careful review of thevideo surveillance provided by the store, photos submitted by the customer andinterviews of the store employee that worked on the vehicle, Les Schwab’s claimsdepartment found no evidence Les Schwab caused the bumper damage and denied herclaim.As Ms. [redacted]’s report states, she would like to return four tires she purchased inJanuary, 2015. If Ms. [redacted] contacts the Store Manager directly, he will refund thepro-rated amount paid, based on mileage and tired tread depth, pursuant to LesSchwab’s Best Tire Value Promise.Les Schwab sincerely apologizes for any inconvenience this situation may have causedMs. [redacted]. Although we disagree with the allegations in Ms. [redacted]’s report, we wantto assure Ms. [redacted] that we have taken her concerns seriously, conducted a thoroughinvestigation, and remain committed to providing the best service possible to ourcustomers.

Review: I bought new set of tires, [redacted] and Front End alignment. Picked up can but didn’t check for spares about a month later I found my right front wheel was wearing unevenly to the outside. When I went back to ask why they pointed out that they recommended a new axle and control arm. 3 mechanics said they can’t align the front end with those problems yet they say they did. Tire wear is very bad and pulling to the right. Still have no spare. They didn’t replace that spare with a tire from old set. Went back (4) times still no spare.Desired Settlement: Refund alignment cost since it never happened. Replace tire. Replace spare.

Business

Response:

JANUARY 5, 2016, MR. [redacted] CAME TO THE LES SCHWAB ON FLORIN ROAD FOR A VEHICLE INSPECTION AND TO HAVE HIS SPARE TIRE INSTALLED ON THE LEFT FRONT OF HIS 1996 TOYOTA CAMRY LIC #[redacted] CA. IT WAS DETERMINED THAT THE TIRE WEAR WAS CAUSED BY THE [redacted] ALONG WITH WORN FRONT END PARTS AND ALIGNMENT. MR. [redacted] WAS GIVEN TWO QUOTES WITH THREE SEPERATE AREAS FOR CONSIDERATION. QUOTE #[redacted] HAD A QUOTE OF REPLACING ALL FOUR [redacted] WITH AN ALIGNMENT AS YOU NEED TO RE-ALIGN AFTER REPLACING [redacted]. THIS SAME QUOTE ALSO HAD A QUOTE FOR AN OUTER TIE ROD END WITH AN ALIGNMENT. QUOTE #[redacted] WAS GIVEN EARLIER THAT MORNING WHEN CUSTOMER FIRST ARRIVED AND HAS FOUR TIRES ON IT. AT THAT TIME, THE ONLY WORK PERFOMED WAS BOLTING ON THE SPARE TIRE FOR THE CUSTOMER. MR. [redacted] DECLINED ANY OTHER WORK AT THIS TIME. FEBURARY 10, 2016, MR. [redacted] CAME BACK TO OUR LOCATION TO HAVE FOUR TIRES AND REAR [redacted] INSTALLED ON HIS 1996 TOYOTA CAMRY LIC #[redacted] CA. MR. [redacted] DECLARED THAT HE ONLY WANTED THE REAR [redacted] DONE AT THIS TIME WITH THE FOUR TIRES AND AN ALIGNMENT. UPON COMPLETING THE WORK AND IN THE PROCESS OF DOING THE ALIGNMENT, IT WAS DETERMINED THAT MR. [redacted] ALSO NEEDED A RIGHT FRONT CV AXLE AND A LEFT FRONT LOWER CONTROL ARM. THIS WAS COMMUNICATED TO MR. [redacted] THAT BEFORE HE REPLACED THE FRONT [redacted], HE WOULD WANT TO FIX THESE OTHER AREAS AS WELL. MR. [redacted] SIGNED THE INVOICE AND LEFT. JUNE 9, 2016. MR. [redacted] CAME BACK TO OUR LOCATION BECAUSE OF TIRE WEAR AND SPARE TIRE. I LEARNED AT THIS POINT THAT WE HAD PROBABLY FORGOT TO SAVE ONE OF THE TIRES COMING OFF THE VEHICLE FOR USE ON THE SPARE WHEEL. AT THIS POINT WE RE-COMMUNICATED TO MR. [redacted] THE NEED FOR THE FRONT END PARTS NAMED WHEN HE PICKED UP HIS CAR ON FEBUARY 10, 2016. WE ALSO TOLD MR. [redacted] THAT WE WERE SORRY ABOUT THE TIRE FOR HIS SPARE AND OFFERED TO FIND HIM A TIRE. A 14" TIRE CAN BE CHALLENGING TO FIND BUT WE WERE UP TO THE TASK. WE WERE PARTICULARLY BUSY ON THIS DAY AND MR. [redacted] WAS PRETTY UPSET. WE DOCUMENTED HIS COMPLAINT STATING THAT WE WOULD FIND A TIRE FOR HIM BUT MR. [redacted] LEFT IN A HUFF AND DID NOT COME BACK. WE TAKE OUR JOBS HERE AT LES SCHWAB VERY SERIOUSLY AND RELY ON OUR WORD AND WORLD CLASS CUSTOMER SERVICE. WE UNDERSTAND MR. [redacted]S CONCERNS BUT FEEL THAT WE COMMUNICATED CORRECTLY WITH HIM ABOUT THE NEED TO REPAIR THE WORN PARTS ON THE FRONT OF HIS 1996 TOYOTA CAMRY. WE CAN ONLY MAKE RECOMMENDATIONS AND THE CUSTOMER MAKES THE ULTIMATE DECISION. WE FEEL THAT WE DID WHAT MR. [redacted] ASKED AND POSSIBLY THE ONLY FAULT TO US WOULD BE THE SPARE TIRE THAT WE DID NOT SAVE. WE ARE STILL WILLING TO GET A TIRE FOR HIS SPARE AT OUR EXPENSE. WE WOULD ALSO LIKE TO OFFER THE SOLUTION THAT IF MR. [redacted] WOULD LIKE TO PAY FOR THE REPLACEMENT OF HIS WORN FRONT END PARTS WE WOULD BE WILLING TO RE-ALIGN THE VEHICLE FOR FREE. WE FEEL THAT THIS IS A GOOD SOLUTION. [redacted] LES SCHWAB TIRE CENTER [redacted] STORE MANAGERSent on: 7/6/2016 9:31:58 AMSent by: 67.59.79.8

Business

Response:

The Florin Road store will issue you a check in the amount of the alignment & mail it to your address.

Consumer

Response:

Consumer states that he accepts and is satisfied with the business actions . Consumer states he is pleased with what happened and the Revdex.com can close the case as resolved.

Review: I took my car for car for a flat tire (nail in) and when I got my car back the rear end bumper was damaged.

I did not see I was dove my car home and when I went back to open my truck to take out something and I saw damage and called Les Schwab tires right away and it seems like they knew the damage and told me to bring the car back and we will give you a incident form to fill out, before he have me to fill the incident report form the manager started arguing to me to me and telling me to go to my insurance company to get it fixed. The assistant manager said to get estimate and send it and we will get it fixed.Desired Settlement: I want my car fixed by Les Schwab Tire on Florin Rd

I bought 4 tires in January 2015 from them since they lied to me and gave me all hassle, I want to return all 4 tires and give the business to another tire company like Big O’ Tires, they willing to give me a free tire when they heard there problems.

Business

Response:

We regret that the customer had a negative experience with the Sacramento LesSchwab Tire Center. Les Schwab prides it self on superior customer service, takesreports seriously, and investigates the underlying facts of all customer concerns.According to Les Schwab’s records Ms. [redacted] visited the tire center to have a flat tirerepaired on her 2004 Honda CRV (“vehicle”) on February 24, 2015. Soon after leavingthe tire center, she phoned the Store Manager and informed him she believed the tirecenter technician that repaired her flat damaged the vehicle bumper. The StoreManager invited her back to the tire center so he could inspect the alleged damage.The Store Manager viewed the video surveillance and interviewed the store employeesprior to Ms. [redacted] arriving and found no evidence supporting the customer’s claim.When Ms. [redacted] arrived at the tire center, the Store Manager saw bumper damageconsistent with something low to the ground hitting the bumper, such as a trailer hitch,below the covered spare wheel mounted on the back of the vehicle. The Store Managerexplained to the customer how the damage could not have happened while at the tirecenter and invited the customer to view the store’s video surveillance confirming thesame. The customer refused at that time.As a gesture of customer service, the Store Manager provided a claim form for Ms.[redacted] to submit to Les Schwab’s Liability Department. After careful review of thevideo surveillance provided by the store, photos submitted by the customer andinterviews of the store employee that worked on the vehicle, Les Schwab’s claimsdepartment found no evidence Les Schwab caused the bumper damage and denied herclaim.As Ms. [redacted]’s report states, she would like to return four tires she purchased inJanuary, 2015. If Ms. [redacted] contacts the Store Manager directly, he will refund thepro-rated amount paid, based on mileage and tired tread depth, pursuant to LesSchwab’s Best Tire Value Promise.Les Schwab sincerely apologizes for any inconvenience this situation may have causedMs. [redacted]. Although we disagree with the allegations in Ms. [redacted]’s report, we wantto assure Ms. [redacted] that we have taken her concerns seriously, conducted a thoroughinvestigation, and remain committed to providing the best service possible to ourcustomers.

Consumer

Response:

I am rejecting this response because:They have lied that they invited me to see the Video. They did not tell me about the damage they did on my car, when I came home went back to open the trunk door thats when I saw and I called them right away and the person a {man} who answered phone said bring the car back and we will give you an incident form to fill out and it sounded like they knew about the damage and when I went back a guy gave me the form right away to fill out and 10 minutes later the manager came out and said we will take care all. The damage on my car is not a parking lot , they running the parking lot camera which doesnt show anything at all. The damage is from their inside shop damage,either they backed up on something heavy or something they hit and its hidden from their employee and I believe the manage both.

Business

Response:

We are in receipt of the customer’s additional response. As a point of clarification, it isLes Schwab’s standard operating procedure to provide a claim form to the customerwhen vehicle damage on Les Schwab’s premises is alleged so Les Schwab’s LiabilityDepartment can investigate the customer’s claim and make a determination based onthe evidence discovered during that investigation. Les Schwab’s store manager couldnot inform the customer he “would take care of everything” and apologize if thecustomer mistakenly believed that the case based on the manager providing them witha claim formA review of the store’s video surveillance shows Les Schwab’s employee pulling the carforward into the bay, nose-in, performing the flat repair, then backing out of the bay andpulling the vehicle forward, nose-in, into the parking stall. As evidenced in the video,nothing did (or could have) hit the back of Ms. [redacted]’s vehicle while parked in the tirecenter’s bay. The video is now in possession of Les Schwab’s Liability Department, acopy of which can be made available to the customer upon request.

Consumer

Response:

I am rejecting this response because: Yes I like to have a copy of video for council review.Again this damage is not on video it is hidden by employee or employee manager both. When I came home saw the damage and called the company right away they told me to bring the car back and I was given the incident form right away no one came to see the damage before they gave me the form.eventhough the company policy is to give an incident form, you dont give the incident form without seeing the damage, it seems like they knew the damage was done and didnt come to see damage just gave me the form to fill out and told me to get estimate and we will take care.They did not tell me the damage when they gave me my car back and if I had not seen and called them they would have got away with the damage on my car

Consumer

Response:

I am rejecting this response because:yes, I like the copy of video, for my council review. Yes, I walked to the tire repair area because I was told that my tire will be fixed in less 30 minutes but it was longer more than 30 minutes and I walked to garage to check why it was taking longer and I could see only front part of the car only and did not go inside the garage to see the back of my car and my car was backed up in the repair area. The guy told me to wait in waiting area and he will call me as soon as its ready. This damage is done by them and its hidden by employee not telling the truth or employee and manage both not telling the truth, covering the damage so the company doesn't have to pay damage. Also the video is outside parking lot only.This is inside garage damage which is not in the video