Preston's Tire & Wheel

[redacted],     This customer entered our store at on or about 5:00 pm Friday evening 10/2/2015 with a ride complaint, until this evening we had never seen this vehicle or this customer. The vehicle was a lifted Toyota Tundra, the customer complained that his vehicle rode hard and vibrated, upon visual inspection of vehicle in our parking lot we noticed the front shocks to be in poor condition as well as general condition of entire front end suspension of truck. Because of the obvious problems with the front end my customer service representative (CSR) stated that an alignment would do nothing due to the condition of the front shocks. The customer insisted that we align the vehicle, and then asked if we would price out replacement coil over shocks for the front of the truck. My CSR repeated that we would not align vehicle but will price out parts, by this time it was close to 6:00 pm which is our closing time. The CSR gave some tentative pricing and explained these are special order parts and we would not have them until the following week. The customer then stared at my CSR and said nothing, that continued for about thirty seconds and that’s when I suggested he leave the store. I was present throughout the whole exchange, the customer’s behavior was strange at no point did I feel comfortable leaving my CSR with this customer alone. The customer himself alludes to the fact that there where three people up front watching him as no one felt comfortable with him in the store.Since we performed no service or exchanged any money there is no valid reason for him to issue a complaint. As a business we have the right to refuse service to anyone especially combative and potentially dangerous persons. This customer is not welcome at [redacted]’s Tire again for any reason.Thanks for your time,[redacted]Ref: [redacted]

They have the worst customer service possible. I gave them three different chances in three different times with three different people. I'm not sure how that company makes money. I will never go back there to order parts for my jeep or my truck or have my bother go in there for his vehicles. They order the wrong parts, give you the run around them charge you freight when they mess up. Another time they charged me for a complete ballast set up with my lights and got the wires from another box and the ballast from another vehicle.I brought them back in 2 months later cause my lights wouldn't work and said the ballast were bad. I said you fixed them. They said your gonna have to buy a new ballast system. You know I'm all about customer service. If a company is trying to Nicole and dime you then that's the kind of service they are going to do on your vehicles. When I hand my keys or money to someone, I want it to be in good hands and knowing the job will get done.I want to trust them with the parts they put on my vehicles .but giving the circumstances and on three different occasions. I would tell anyone I know to never step a foot in there door. The one star is for the nice couches and tv they have in the waiting area.

Review: On 10/01/15 around 5pm I brought my 2010 Touota Tundra to [redacted] Tire and Wheels after speaking to one of their employees on the phone regarding the issues my truck was experiencing. Upon arrival I went on a test drive with one of the shop employees and we discussed the nature of the problems my truck was having. He suggested my truck needed a wheel alignment to eliminate that as a reason for the trucks loose ride.

I informed him I just had the wheels aligned and I wasn't interested in the service. I was then turned over to a gentleman who asked me to accompany him out to my pickup. He then proceeded to inform me how some of the parts on my trucks lift looked worn and if I let him align the wheels and tires the shaking would go away. I then asked him directly if I give the truck to him to align will that solve the trucks shaking problem. He said yes and at that point I agreed to an alignment and gave him the keys.

It was at that point when the employee began to write a parts list on the paper I signed authorizing the alignment. There were two parts at $599 each that I could see and I asked him what those were. He told me "it's ok, I'm going to order them tonight so they'll be waiting tomorrow. I again told him I wasn't interested in spending a lot of money on a truck I was probably going to trade in anyways. The employee then started to tell me how Wrong I was and that he was going to get the truck running as it should. When I asked him about the alignment and if it would solve the trucks issues, he didn't answer. Instead he told me how I needed to get the service done and when I told him it wasn't economically viable, he told me "get out, there's the door. " and "if I'm not gonna do what he says, I can leave."

So I left. But at no point did anyone in the shop try to stop this employee from badgering me or dissuade his high pressure, intimidating sales practices.Desired Settlement: Employee training on ethical sales practices and sensitivity training for all team members. As there were three employees watching this unfold. This tells me there is a culture with this type of behavior at this establishment.

I will therefore make it a point to bring the publics awareness of this issue and others I may come across to the forefront until such a time as there is no longer any of this activity.

Consumer

Response:

I would absolutely like the company to address the service issue. There were 2-3 other employees in the small area who all witnessed this encounter take place but did nothing to stop the employee or dissolve the incident. To me this speaks of a culture within the company of these high pressure sales tactics and humiliating people into purchasing goods or services they never agreed to.

Business

Response:

[redacted],