Medway Auto Leasing, Inc.

my name is [redacted] and I am the Retail Manager for Gateway Tire here in West Chester, Ohio.I am responding to the complaint(s) filed by ID#[redacted].Customer purchased six Saifun S637 tires, size 255/70R22.5 item #8254389 on 7/08/2016 invoice # 1300934741 for the amount of $1323,09 Customer was...

brand and size specific when he spoke to our sales representative. These were sold and invoiced as carry out / not mounted by Gateway Tire.On 7/20/2016, Customer arrived at our store and had a conversation with another one of our Retail sales staff in regards to tires he purchased possibly being out of round. The Retail Salesman had already approached Customer about possibly upgrading to another tire brand before I was made aware of any issue. I visually inspected the vehicle in question in our lot that same day. I asked Customer if there was any possibility of a wheel or adapter hub fitment issue as these were not a factory recommended replacement for this type vehicle, nor would we have sold them as such had we been informed of intended use prior due to liability issues. (see enclosed Sailun S637 specification sheet indication recommended applications) Also note the factory size recommended 225/70r19.5 (optional 245/70r19.5) are considerably smaller in stature and a lesser ply rating (not as stiff) I have also enclosed a photo taken here with one of the actual 255/701.22.5's returned along side of the above factory fitments for reference.Customer disputed any possibility as he stated that he purchased them from a reputable source specializing in this type of kit (wheel adapters and wheels). We asked Customer to contact a local company to have them verify Customers concern. Customer was given their phone number and contact person.Customer came back on 7/21/2016 with a bill from a different company that Customer had taken it to and paid to have them attempt to re-balance them. Customer was visually agitated when he arrived so yes, I asked Customer and the Retail Salesman to step outside as we had other customers in the waiting a????. I told Customer at that time that Gateway Tire would not replace the tires due to the fact that it was not the factory fitment recommended for Customers vehicle and recommended that Customer return our tires for a refund of Customers initial purchase price (reference invoice # [redacted]). I told Customer given the fact that these tires had been run (driven on), we could not put them back in stock and would not be sold as new (Customers interpretation eat) and Gateway Tire would absorb the loss. Customer returned once again near end of our shift with the tires for the refund. We refunded the $1323.09 as $1201.74 back on the original card used for purchase and $121.35 cash (the $121.35 was Federal tax ) Customer then asked about the $300 mounting fee Customer had to pay to have the replacement tires installed. I restated to Customer that Gateway Tire would not refund that amount as the tires were originally purchased as carry out with no mounting / balancing performed by Gateway Tire. I left the write up area and one of our Retail Salesmen finished up the invoice notations (see invoice #'s [redacted])Gateway Tire feels our handling of this matter was proper and stands by our decision based on the preceding information.Feel free to contact me if you have any additional questions or concernS.Gateway Tire Co., Inc - Cincinnati[redacted]