Les Schwab Tire Ctrs of CA Inc 602

Review: well I went there to have a rear passenger side tire slow leak repair got car back with front end damage and quote for repair when took car in it was fine now the front end shakes really bad feels like the tires will fall off while driving I am scared to drive car especially with my children in the car we could kill ourselves or others. I called les schwab tires and asked why they gave a quote on something I did not need nor ask forDesired Settlement: and to be replaced for tampering with something that did not need to be tampered with

Business

Response:

I contacted the consumer & had her explain the circumstance involving her vehicle. I then called the Manager at the store that fixed her flat at no-charge, I asked him to contact the consumer & have her bring the vehicle in so he could visually show her what they had done, which was fix her flat & also show her the parts that they recommended to have replaced. Also the consumer was made aware at the time of fixing the flat that her front tires were worn. She left aware of the front tires & front end parts declining to have anything done. The consumer called me back the next day stating that she declined to take her car back into our location. She stated that the store tampered with her vehicle & I stated that was not the case & that the store has cameras that video the work bays & that she also could be shown those video's. She again declined so I said that we would not be able to help her anymore because she declined any help.

Consumer

Response:

I am rejecting this response because:THATS NOT HOW THIS WENT AT ALL AND NEIL WOULD NOT SHOW ME THE VIDEO AND I WONDER HOW WHEN YOU GO IN FOR A FLAT IN THE REAR WHY DO YOU END UP TAMPERING WITH THE FRONT END NO ONE SAID THAT THE FRONT TIRES NEED TO BE REPAIRED AS A MATTER OF FACT I HAVE THE QUOTE THEY RECOMMENED AND IT SAYS NOTHING ABOUT NEEDING FRONT TIRES I WOULD NOT FEEL SAFE TAKING MY CAR TO ANY OF THEIR STORES ESPECIALY SINCE I TOOK MY CAR IN FOR A REAR FLAT AND NOW IN NEED ABOUT $300. TO REPAIR MY FRONT END. I WOULD HAVE PAID FOR THE FLAT THEY DIDNT CHARGE ME NO ONE ASKED FOR THAT.

Business

Response:

Again in the prior response I asked [redacted] to return to the store that fixed her flat at no-charge & too look at their footage from the service bays to show her they did not do any damage to her vehicle. She declined to do this, that offer is still open.

Review: I bought tires from Les Schwab and have only had them rotated at Les Schwab. A few months ago when I had the tires rotated they were noisy but the car still went straight so I didn't pay attention to it. On Friday Jan 2, 2015 it was time to rotate the tires again, I mentioned that they were noisy. After they rotated the tires I was told they were "cupped" and that was the reason for the noise, however when I left my car pulled hard left. I had the alignment checked to find it was good and told the tires were not "cupped". I returned to Les Schwab on Saturday Jan 3, 2015 to get the issue corrected. They switched the front tires from one side to the other, and I was again told the tires were "cupped" and that my rear shocks were bad causing the "cupping". I had the shocks checked only to find out they were still good. I returned to Les Schwab on Monday Jan 5, 2015 to get this resolved, the manager said they would only give me partial credit on the two front tires yet made no attempt to correct ar apologize for the them lying to me on two occasions.Desired Settlement: I believe all for tires should be replaced at no cost as the tires are defective.

Business

Response:

We regret the customer had a negative experience at the Redding Les Schwab Tire Center. Les Schwab prides itself on superior customer service, takes reports seriously and investigates the underlying facts of all customer concerns.According to Les Schwab's records, Mr. [redacted] purchased four new tires for his 1998 Cadillac Deville ("vehicle") on November 5, 2013. Mr. [redacted] brought the vehicle back for tire rotations on the following dates: January 7, 2014 at 8, 157 miles, May 16 2014 at 13,016 miles, August 1, 2014 at 8,040 miles and October 11, 2014 and 10,592 miles. On January 2, 2015, 52,047 miles after the original purchase of the tires, Mr. [redacted] brought this vehicle to the tire center and reported hearing a noise coming from the tires. Les Schwab's technician discovered the tires were 'cupped', likely causing the noise. Mr. [redacted] felt the tires were defective. Les Schwab's technician disagreed wit this assessment because, if defective, such defect would have presented itself much earlier than 18 months and over 50,000 after the purchase. The technician explained the cupping was more likely the result of infrequent tire rotations - a service Les Schwab provides for free.Les Schwab's Best Tire Value Promise (limited warranty) states "Covered Tires will be rotated free of charge every 5,000 miles or as needed to assure maximum mileage for the life of the Covered Tires...Covered Tires not regularly rotated will be considered abused..." Even though Mr. [redacted]'s tires were outside of warranty and worn to 4/32nds adjustment (e.g. credit). Mr. [redacted] declined the offer. Les Schwab assures the customer all vehicle diagnosis at Les Schwab are performed by highly trained techncians and Les Schwab does not encourage or tolerate the type of misconduct alleged in the customer's report.Based on our investigation, Les Schwab believes its customers service gesture was a fair and reasonable offer to resolve Mr. [redacted]'s concerns. Although we disagree with his allegations, we want to assure Mr. [redacted] we have taken his concerns seriously, conducted a thorough investigation, and remain committed to providing the best service possible to our customers.

Consumer

Response:

I absolutely reject the respone. If you read my complaint the noise started at the rotation previous to Jan 2,2015. Also the tires are not cupped at all and I was told by Les Shcwab that the rear shocks were faulty causing the cupping. I had the shocks checked by a mechanic to be told they are fine and the tires are not cupped. I was lied to twice by Les Shcwab that the tires are cupped which in fact they are not. The mileages they report are wrong as the car has 160,000 miles on it.

Business

Response:

Revdex.com Case #10370622We are in receipt of Mr. [redacted]’s additional response to the Revdex.com.According to Les Schwab’s records, Les Schwab’s technician did, in fact, visuallyinspect the shocks on Mr. [redacted]’s vehicle and confirmed their condition was “good” inthe comment section of the invoice, contrary to the customer’s report. Upon furtherreview of the invoices, the mileage indicated at each rotation was accurately recorded(please see attached invoices).Les Schwab would like to assure Mr. [redacted] the diagnoses performed on his vehiclewas completed by a highly trained technician. We would further like to assure Mr.[redacted] Les Schwab remains committed to providing the best service possible to ourcustomers.

Consumer

Response:

I am rejecting this response because: I was told twice the tires were cupped which they are not, the second time I was told the cupping was due to bad rear shocks. I was never offered any paperwork on either of the first two visits. I want to know when they supposedly did the visual inspection of the rear shocks. Les Schwab is still providing false information.