Review: My son had a flat tire and the tire was bought at les schwab in renton wa. He took it in to the les schwab in Cheney and they told him that the tire was weathered and because it had a plug in it they would not fix it. He asked why not because the plug was done here in Renton. The employee told him that "we do not do things like that here at Les Schwab. He was told they have a used tire for 40 dollars he could purchase. Les Schwab seems to duck the warranty issue by telling people that they need a new tire because many things are not covered by the warranty on the tires. I would like to know what the term weathered means and what would justify it not to be covered by the warranty. I don't like seeing a college student be taken advantage of especially when I'm paying for it. This is something that I feel should be taken care of under the warranty.Desired Settlement: I want to see Les Schwab uphold the guarantee that they offer and quit using lame excuses as to why they cant fix the tire and force the consumer into buying new or used tires
Business
Response:
Better Business Bereau,
After checking into this matter I have come up with this results:
#1: According to our technician the tire in question had a hole that was approximately 1/2" in diameter. In accordance with TIA (Tire Industry Association) standards we do not repair passenger tires with holes in excess of 3/8". The repair is done by drilling out the hole to remove any steel chord strands or objects in the tire, installing a rubber plug (not cloth as the tire in question had), and patching the tire from the inside over the rubber plug. In doing a tire repair this way, in accordance with TIA standards, moisture will not enter the hole and rust our the steel chords (which is one of the main structures of a passenger tire), in turn causing a tire seperation.
#2: The tire in question was starting to have cracking around the large hole, which is an indication that moisture has entered the hole and rusted the steel chords which in turn has caused the tire to start seperating from the casing. A seperated tire is a non repairable tire.
#3: The tire in question had severe sidewall damage due to being driven on without a sufficient amount of air pressure, also known as "run flat"
#4: At the time of the tire inspection, there was no proof of purchase presented that the tire was even purchased at Les Schwab Renton or Les Schwab Cheney or any other Les Schwab store for that matter.
#5: Myself and our store manager have both ran searches in our database under the Father's name, the Son's name, and the vehicle license plate and have not been able to find any record of the purchase of any used tires except for the purchase of the used replacement refered to on March 8, 2014.
After reviewing the evidence I have found, I feel that our technician, our store, and our Company have done nothing wrong in this situation. After fifteen years experiance I know that I would have made the same judgement as our technician did on March 8 as far as repairing the tire. As to the warranty, there is no warranty on a tire that has been "run flat" even on new tires, let alone a used tire that we cannot find a proof of purchase for. As a Les Schwab Assistant Manager, I personally feel that we as a company we take care of warranty issues better than anyone in the tire industry so I am sorry to hear that the gentleman making this complaint feels that we try to dodge warranty issues.
Review: Saturday, 11/30/13 my wife took my 2005 Dodge Dakota Laramie pickup to the Rathdrum Les Schwab Tire service Center to have snow tires mounted and balanced. After the service was completed the Manager, [redacted], told her that one of the wheels was damaged by them during servicing and that they would replace it. Upon returning the truck home, I noticed that three (3) of the wheels were damaged. We returned to Les Schwab and pointed uot the additional damaged wheels to Mr. [redacted] who admitted Les Schwab's responsibility for the damages and said he would "make it good" by ordering and mounting new wheels. He estimated the wheels would be in the following Tuesday, 12/3/13.I called Les Schwab yesterday, 12/12/13, to find out why the wheel delivery was taking so long and was told by "[redacted]" that he had just completed ordering 3 USED refurbished wheels from various sources throughout the country and that they should be in by 12/23/13. I told him the agreement with Mr. [redacted] was to replace the damaged wheels with new ones. [redacted] said I would have to take that up with Mr. [redacted]. Mr. [redacted] was conveniently sick the following day when we called 12/13/13.It has now been 13 days since our wheels were damaged by Les Schwab. They were deceitful in telling us only one wheel was damaged and now they are substituting USED wheels for the new ones we were promissed. They now also dispute ever promissing new wheels. We asked for all documentation regarding this botched service and received only a work order with no mention of the damages inflicted by this dealership. They responding to their negligence discretely as if it never happened.Desired Settlement: DesiredSettlementID: Other (requires explanation)
Replacement of the three damaged wheels with new ones as we agreed upon. Preferrably the wheels will be installed by a reputable dealer rather than this particular Les Schwab Tire Service Center. We were told by a Dodge Auto Parts Manager the new wheels could have been ordered and installed within 2-3 days so there is no excuse for this to have dragged on so long.
Review: Our car blew a tire last night so we took it to Les Schwab to get the tire replaced along with the front passenger tire which turned out to be nearly bald on the inside. The tires were under warranty and so when we took the car to Les Schwab Tires to get them replaced, we believed that this would be covered by the warranty. We told them that the tires were under warranty and asked them to take a look at the car and let us know what needed to be done. They looked at the car and replaced the tires and then when we went to the counter, they told us at that time that the warranty only covered manufacturer defects and that the tire flat was due to misalignment so they charged us $136.78 for goods and services (2 new tires, 2 tubeless valve stems, and 2 wheel spin balances).Our complaint is that they did not tell us there would be a charge BEFORE performing the services they charged us, after we specifically asked them to consult us first before doing anything to the car. This is very poor customer service. We were under the impression the warranty covered tire replacement and had told the employee such, and he did not tell us differently. Since we believed that the warranty should cover it, we weren't expecting to have to shell out $136.78 for new tires and related expenses. We should have been informed while talking to the employee that the warranty did not cover the new tires and related services before they did anything like we asked. He even informed us that the car needed front alignment and this is why the front tires had worn out on the inside tread in just 5 months. So he knew that it wasn't covered by the warranty, but we were unaware. We feel cheated and very dissatisfied by this experience and feel they should of consulted us to let us know the cost of goods and services they would be providing like we asked. We have been taking the car to Les Schwab for years and this is the first time that we have been dissatisfied in any way by the services provided by the local shop.Desired Settlement: We expected to have to pay for an alignment, but didn't expect having to pay for the tires. We would like a refund of the money we spent on new front tires and related costs, which was $136.78. My parents have been talking about getting me a new car, so I might of just waited on doing anything with the car had I known we were going to have to pay $136.78 for new tires. But when we went to the counter, the tires had already been switched out on the car. We feel they misrepresented themselves.
Business
Response:
On September 14, 2013, the client came into our store and asked that someone look at her tires. One was blown out in the trunk and she wanted to know about warranty. The employee explained that it would not be covered do to misalignment, as explained in our warranty form. This was told to the client before the car was pulled into the bay and any work was done. After the tires were installed, the service technician again explained the warranty to the client. The client asked if we could do an alignment inspection at no charge to see what it would take to fix the vehicle. The alignment technician pulled the vehicle in, checked the alignment, and found other bad parts. The technician explained to the customer how much it would take to fix the vehicle and showed the printout of how far out the alignment w:as.
We offered to fix the alignment so the new tires would not w^ear out prematurely like the last set did. The client chose not to fix the alignment at this time. They wanted to discuss if they were going to keep the vehicle. The technician told the client if they were not going to keep the vehicle and let us know by the next day, we would buy back the new tires.
After speaking to the technicians involved, I believe we explained to the client about the warranty before the vehicle was ever pulled into our service bays and before any work was performed. We also gave the client the chance to return the product if they chose to. Our product is covered under warranty IF the product fails.
Review: We went to have new tires put on our 2007 Toyota Scion tc in Feb 2013 had new tires put on all around at the Les Schwab in Ellensburg Wa everything was great we thought till we left and got on the freeway to go home could not go over 60 miles per hour when the speed limit is 70 in this area the steering wheel was vibrating so bad we could not keep it on the road so I called when we got home ended up taking back the same day and the manager took off the two bac tires and re balanced them sent us on our way again vibration lots of it. so I called again he told us to come back the next day that they were closing so we get there a young man [redacted] took the keys and took the car on a drive note he did this without telling us we thought he was just putting the car in the bay so my husband understandably was upset that he took the car for ride for 20 minutes and 1/4 tank of gas less he was not happy that he took the car the manager said it was les schwab policy to test drive the car that if we didn't like it to take our car and leave. Well the kid comes back checks the air pressure first off says wow this is an issue that there is 70 lbs of pressure in our tires note recommended pressure in this car is 29 on the front 30-32 in bck no more and we have been driving 30 miles round trip at 60 mile per hour on rough freeway rds with 70 lbs of pressure in the tires he continues to take off the back driver tire to re balance and he calls us over to show us that the rim is bent due to too much air pressure in the tires and we should take it back to the place we took it to I said we had it done here well needless to say the manager heard him cut him off and took over not before trying to say we hit a curb and caused this problem note I had been in contact with him ever since the tires had been changed now at a loss this is our only car the manager says he can give me a great deal on the rims since I cant drive the car like this I had no choice I ordered the rims.Desired Settlement: would like the cost of the rims taken off the bill since the rims were not bent till the les schwab error of too much air pressure in the tire if it had not been a les schwab error why would they have put brand new tires on bent rims
Review: My son had a flat tire and the tire was bought at les schwab in renton wa. He took it in to the les schwab in Cheney and they told him that the tire was weathered and because it had a plug in it they would not fix it. He asked why not because the plug was done here in Renton. The employee told him that "we do not do things like that here at Les Schwab. He was told they have a used tire for 40 dollars he could purchase. Les Schwab seems to duck the warranty issue by telling people that they need a new tire because many things are not covered by the warranty on the tires. I would like to know what the term weathered means and what would justify it not to be covered by the warranty. I don't like seeing a college student be taken advantage of especially when I'm paying for it. This is something that I feel should be taken care of under the warranty.Desired Settlement: I want to see Les Schwab uphold the guarantee that they offer and quit using lame excuses as to why they cant fix the tire and force the consumer into buying new or used tires
Business
Response:
Better Business Bereau,
After checking into this matter I have come up with this results:
#1: According to our technician the tire in question had a hole that was approximately 1/2" in diameter. In accordance with TIA (Tire Industry Association) standards we do not repair passenger tires with holes in excess of 3/8". The repair is done by drilling out the hole to remove any steel chord strands or objects in the tire, installing a rubber plug (not cloth as the tire in question had), and patching the tire from the inside over the rubber plug. In doing a tire repair this way, in accordance with TIA standards, moisture will not enter the hole and rust our the steel chords (which is one of the main structures of a passenger tire), in turn causing a tire seperation.
#2: The tire in question was starting to have cracking around the large hole, which is an indication that moisture has entered the hole and rusted the steel chords which in turn has caused the tire to start seperating from the casing. A seperated tire is a non repairable tire.
#3: The tire in question had severe sidewall damage due to being driven on without a sufficient amount of air pressure, also known as "run flat"
#4: At the time of the tire inspection, there was no proof of purchase presented that the tire was even purchased at Les Schwab Renton or Les Schwab Cheney or any other Les Schwab store for that matter.
#5: Myself and our store manager have both ran searches in our database under the Father's name, the Son's name, and the vehicle license plate and have not been able to find any record of the purchase of any used tires except for the purchase of the used replacement refered to on March 8, 2014.
After reviewing the evidence I have found, I feel that our technician, our store, and our Company have done nothing wrong in this situation. After fifteen years experiance I know that I would have made the same judgement as our technician did on March 8 as far as repairing the tire. As to the warranty, there is no warranty on a tire that has been "run flat" even on new tires, let alone a used tire that we cannot find a proof of purchase for. As a Les Schwab Assistant Manager, I personally feel that we as a company we take care of warranty issues better than anyone in the tire industry so I am sorry to hear that the gentleman making this complaint feels that we try to dodge warranty issues.
Thank you - [redacted]
Review: Saturday, 11/30/13 my wife took my 2005 Dodge Dakota Laramie pickup to the Rathdrum Les Schwab Tire service Center to have snow tires mounted and balanced. After the service was completed the Manager, [redacted], told her that one of the wheels was damaged by them during servicing and that they would replace it. Upon returning the truck home, I noticed that three (3) of the wheels were damaged. We returned to Les Schwab and pointed uot the additional damaged wheels to Mr. [redacted] who admitted Les Schwab's responsibility for the damages and said he would "make it good" by ordering and mounting new wheels. He estimated the wheels would be in the following Tuesday, 12/3/13.I called Les Schwab yesterday, 12/12/13, to find out why the wheel delivery was taking so long and was told by "[redacted]" that he had just completed ordering 3 USED refurbished wheels from various sources throughout the country and that they should be in by 12/23/13. I told him the agreement with Mr. [redacted] was to replace the damaged wheels with new ones. [redacted] said I would have to take that up with Mr. [redacted]. Mr. [redacted] was conveniently sick the following day when we called 12/13/13.It has now been 13 days since our wheels were damaged by Les Schwab. They were deceitful in telling us only one wheel was damaged and now they are substituting USED wheels for the new ones we were promissed. They now also dispute ever promissing new wheels. We asked for all documentation regarding this botched service and received only a work order with no mention of the damages inflicted by this dealership. They responding to their negligence discretely as if it never happened.Desired Settlement: DesiredSettlementID: Other (requires explanation)
Replacement of the three damaged wheels with new ones as we agreed upon. Preferrably the wheels will be installed by a reputable dealer rather than this particular Les Schwab Tire Service Center. We were told by a Dodge Auto Parts Manager the new wheels could have been ordered and installed within 2-3 days so there is no excuse for this to have dragged on so long.
Review: Our car blew a tire last night so we took it to Les Schwab to get the tire replaced along with the front passenger tire which turned out to be nearly bald on the inside. The tires were under warranty and so when we took the car to Les Schwab Tires to get them replaced, we believed that this would be covered by the warranty. We told them that the tires were under warranty and asked them to take a look at the car and let us know what needed to be done. They looked at the car and replaced the tires and then when we went to the counter, they told us at that time that the warranty only covered manufacturer defects and that the tire flat was due to misalignment so they charged us $136.78 for goods and services (2 new tires, 2 tubeless valve stems, and 2 wheel spin balances).Our complaint is that they did not tell us there would be a charge BEFORE performing the services they charged us, after we specifically asked them to consult us first before doing anything to the car. This is very poor customer service. We were under the impression the warranty covered tire replacement and had told the employee such, and he did not tell us differently. Since we believed that the warranty should cover it, we weren't expecting to have to shell out $136.78 for new tires and related expenses. We should have been informed while talking to the employee that the warranty did not cover the new tires and related services before they did anything like we asked. He even informed us that the car needed front alignment and this is why the front tires had worn out on the inside tread in just 5 months. So he knew that it wasn't covered by the warranty, but we were unaware. We feel cheated and very dissatisfied by this experience and feel they should of consulted us to let us know the cost of goods and services they would be providing like we asked. We have been taking the car to Les Schwab for years and this is the first time that we have been dissatisfied in any way by the services provided by the local shop.Desired Settlement: We expected to have to pay for an alignment, but didn't expect having to pay for the tires. We would like a refund of the money we spent on new front tires and related costs, which was $136.78. My parents have been talking about getting me a new car, so I might of just waited on doing anything with the car had I known we were going to have to pay $136.78 for new tires. But when we went to the counter, the tires had already been switched out on the car. We feel they misrepresented themselves.
Business
Response:
On September 14, 2013, the client came into our store and asked that someone look at her tires. One was blown out in the trunk and she wanted to know about warranty. The employee explained that it would not be covered do to misalignment, as explained in our warranty form. This was told to the client before the car was pulled into the bay and any work was done. After the tires were installed, the service technician again explained the warranty to the client. The client asked if we could do an alignment inspection at no charge to see what it would take to fix the vehicle. The alignment technician pulled the vehicle in, checked the alignment, and found other bad parts. The technician explained to the customer how much it would take to fix the vehicle and showed the printout of how far out the alignment w:as.
We offered to fix the alignment so the new tires would not w^ear out prematurely like the last set did. The client chose not to fix the alignment at this time. They wanted to discuss if they were going to keep the vehicle. The technician told the client if they were not going to keep the vehicle and let us know by the next day, we would buy back the new tires.
After speaking to the technicians involved, I believe we explained to the client about the warranty before the vehicle was ever pulled into our service bays and before any work was performed. We also gave the client the chance to return the product if they chose to. Our product is covered under warranty IF the product fails.
Review: We went to have new tires put on our 2007 Toyota Scion tc in Feb 2013 had new tires put on all around at the Les Schwab in Ellensburg Wa everything was great we thought till we left and got on the freeway to go home could not go over 60 miles per hour when the speed limit is 70 in this area the steering wheel was vibrating so bad we could not keep it on the road so I called when we got home ended up taking back the same day and the manager took off the two bac tires and re balanced them sent us on our way again vibration lots of it. so I called again he told us to come back the next day that they were closing so we get there a young man [redacted] took the keys and took the car on a drive note he did this without telling us we thought he was just putting the car in the bay so my husband understandably was upset that he took the car for ride for 20 minutes and 1/4 tank of gas less he was not happy that he took the car the manager said it was les schwab policy to test drive the car that if we didn't like it to take our car and leave. Well the kid comes back checks the air pressure first off says wow this is an issue that there is 70 lbs of pressure in our tires note recommended pressure in this car is 29 on the front 30-32 in bck no more and we have been driving 30 miles round trip at 60 mile per hour on rough freeway rds with 70 lbs of pressure in the tires he continues to take off the back driver tire to re balance and he calls us over to show us that the rim is bent due to too much air pressure in the tires and we should take it back to the place we took it to I said we had it done here well needless to say the manager heard him cut him off and took over not before trying to say we hit a curb and caused this problem note I had been in contact with him ever since the tires had been changed now at a loss this is our only car the manager says he can give me a great deal on the rims since I cant drive the car like this I had no choice I ordered the rims.Desired Settlement: would like the cost of the rims taken off the bill since the rims were not bent till the les schwab error of too much air pressure in the tire if it had not been a les schwab error why would they have put brand new tires on bent rims