Quality Tire Service

Review: I purchased tires & had an alignment on 3-18-2015. On 8-12-15 while rotating my tires I found that 4 lug nuts had been cross threaded, 1 was cross threaded so badly that the stud broke off. I also noticed abnormal wear on the right front tire, indicative of front not being properly aligned. On 8-13-15 I returned to their place of business to resolve this problem. I explained the situation to the manager, he immediately became defensive, loud and disrespectful. I calmly asked that he refrain from speaking to me in such an offensive manner. He continued, I explained that I would need him to calm down and speak in a respectful tone and manner. then he said there was nothing he could do today as they were too busy, but if I could come back the following day they would take a look at the problem. I said ok. The appointment was made for 1:00 pm 8-13-15. On 8-13-15 I returned at 1:00 pm sharp. However the manager was not present, I asked where he was and was told by an employee that he was out picking up tires. I asked why he would set an appointment for 1:00 and not be there ? I was given the excuse by a second employee that he was held up but he would be on his way there. The first employee asked me to explain the problem, so I explained. Then I was asked to wait until the manager showed up. Approximately 10-15 minutes later the manager showed up, he acted as if he did not recall what the problem was from the previous day. So I explained once again. He said give him my vehicle key and he would take a look at it. He drove my vehicle around back. I followed on foot. I was standing outside garage bay outside their yellow safety zone, so that I could see what they were doing to my vehicle. Then comes a man claiming to be the owner who tells me I have to stay behind the yellow marked safety zone for insurance reasons, which I already was. I said I am behind the yellow safety zone. Then the manager and the owner began speaking to me in a loud & disrespectful manner. I got my vehicle & left w/o resolution.Desired Settlement: I would like a refund for the one tire w/ excessive abnormal wear in the amount of $ 83.43, a refund for the shoddy alignment job in the amount of $ 60.00, and the cost of 4 studs w/ lugs in the amount of $28.00, for a total of $171.43. I would simply like a refund because I want no further contact w/ these individuals or business.

Business

Response:

On the date the customer came in to have his issues addressed there were five of our employees present. Among those five employees were an assistant manager, a manger, our director of compliance and the owner. Normally the director of compliance and the owner would not have been present but on this particular day the owner happen to be walking through and the compliance director came to offer assistance after hearing the customer from her office. It is our company's policy that any compliant goes through the manager in which serviced the client originally therefore giving them the opportunity to fix the issue. The customer was explained that process. The manager was present approximately five minutes from the scheduled appointment. It was made extremely clear to the customer that he could not enter or be near the work area. Awaiting room is provided at the front of the store for customers to wait while we service their vehicles. The customer was not away from the work area and was asked to step back further while we tried to figure out what was causing his issues with his vehicle. The customer refusedand would not comply and asked for his vehicle back. We pulled his vehicle out and he left.Without being able to see what could have been causing the issues he was reporting, we wereunable to offer a solution. The customer was aware that in order for his problem to result in are solution from us we had to inspect the vehicle. He refused and therefore we were unable tooffer a resolution. We offer free rotations for our customers when they purchase tires however,this customer completed his own rotations therefore taking responsibility upon himself forrotations being done correctly. Additionally, there are many factors involved in the wear of tiresand the customer decided that it was more important to him to argue and disregard our safetyrules than it was for his car to be looked at and hopefully fixed. Due to these choices on behalf ofthe customer we will not refund any money because we were not given the opportunity to determine the root of the problem or who was at fault. As a company we tried to resolve the issuebut the customer was not interested in that process. The customer stated in his compliant that he wishes to have no further contact with us and because this customer was not respectful of our employees or our rules; we feel that it would be best if he did shop somewhere else in the future.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

These individuals were defensive, loud, and extremely disrespectful ! I was not in an area inside of their yellow marked safety zone . This is the worst service I have ever had ! Their aggressive, loud, disrespectful attitude is why I left, I don't know anyone who would put up with such !

Regards,

Review: An appointment was scheduled with this business at a specific time. So this had been a week prior to the appointment when I scheduled it. I also got a quote for what it would cost to get the two problems fixed. I already bought the part that needed to be replaced. They also knew what had to be done to the vehicle when I contacted them. Its not my fought they have to remove another part to get to the problem. So upon arrival to the place I told them I had an appointment scheduled and they stated well we're running behind today. So I thought oh okay so we sit down for about 30 minutes or so. The workers their kept running back an forth to the vehicle and didn't tell us anything. Then eventually told us well it's gonna take longer than expected so we will have to reschedule. They said I wouldn't be able to do it the same day. They've already gave us a quote. We drove an hour to get there with an appointment lined up already. So I left with the same problem I came their to fix.Desired Settlement: I want the work done for what I was quoted for and minus the amount it cost me to drive there. I want to get the two problems fixed for the price they quoted which was $130.00. I will not pay for more hours.

Business

Response:

While trying to investigate this claim, due to insufficient identifying information our personnel have not been able to recall this specific incident. The manager at this location attempted to call this customer in an effort to get additional information, prior to this letter, but was unsuccessful. If the customer would please submit additional information such as make/model of vehicle and description of work to be completed, we can investigate this matter and work towards a resolution.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and I no longer need the service to be done; I went elsewhere. I went to a more professional business to get the problems repaired. I will not go back there for any reason. Thanks for your help too!

Regards,

Review: I purchased 4 [redacted] brand (205/60/16) tires and an all wheel alignment for my 2005 Hyundai Sonata. I obtained these goods and services from Quality Tire in [redacted]. The tires and alignment cost me $5xx.xx. As a requirement, for the factory warranty, I had to get the tires rotated every 5,000 miles and I did this faithfully.

I was due in for an oil change and took it to my local Hyundai dealership to have this done. My mechanic performed a 35 point inspection as a courtesy to go along with my oil change. While inspecting my car, he noted that I needed to get new tires. (I hadn't had these tires 6 months/less than 20,000 miles on the tires). I just had the car at Quality Tire a week before hand to get my routine tire rotation and the mechanic NEVER ONCE mentioned wear and tear on the tires. I later on called Quality Tire and set up a time to bring the car by for them to look at the tires and possibly get them replaced.

The [redacted] tires were replaced (March 2014) with [redacted] tires unbeknownst to me until this past Tuesday. I ASSUMED he, [redacted] the manager, instructed his mechanics to put the [redacted] brand tires back on the car like I had purchased. Instead, the [redacted] tires were put on. On Tuesday, September 9, the front passenger side tire blew out. I was unable to get the lugnuts off the car in order to put the spare tire on. The lugnuts were on so tight and it broke my lugnut wrench trying to get the lugnuts off. Therefore, I had to call and have the car towed to Quality Tire ($55 expense to me). [redacted] was unabled to look at the car Tuesday because he was booked. He assured me it would be Wednesday when he could look at the car and it would be after 2 p.m. and he would call my husband and let him know what was going on and what plan of action we wanted to take. Wednesday afternoon [redacted] called and stated that "he called the manufacturer and they wouldn't honor the warranty on the tire because it doesn't cover road hazard" and also stated that "I didn't have enough air pressure in the tire(s) and that was the cause of the tire "blowing out." Once again, I just had the car to Quality Tire two weeks prior for my tire rotation and made mention that the tires were looking bald and his mechanic insured me that "there was plenty of tread on the tires and I was just fine." The [redacted] tires were put on at 152,xxx miles and when the tire blew out on Tuesday the mileage was 178,xxx. Which puts these tires having a little over 20,000 miles on them and when the [redacted] tires put on I requested another alignment be done at that time. When discussing the warranty issue with [redacted] he said that the car was out of alignment and that's another reason that the tire blew.

After the fact, his mechanic told me that the [redacted] tires that I had purchased were being returned to the manufacturer for a refund to the business due to default in the tires and replaced with a cheaper grade tire in order to make a profit. I was also told that [redacted] likes the [redacted] tires because there is such a limited warranty on these tires and they're exceptionally cheap and the customers have no choice other than to purchase new tires. As a result, today I requested that he put my spare tire on and offered to pay for the two days that my car sat on the lot and I took my business elsewhere and paid additional monies to get more tires on this car.

I also left messages at the home office to have the owner to call me so that we could rectify the situation and to date he has yet to return my telephone call. His office number (which is probably the better way to communicate the issue) is ###-###-####.Desired Settlement: Refund the $5xx.xx for the tires and alignment, the towing bill $55, the cost of additional tires I had to purchase today $300 and lost wages where I had to miss work in order to get the situation taken care of.

Business

Response:

To Whom it May Concern,

I am really not sure how to address the complaints lodged against

our company due to the loss our company made on the first set of

tires to satisfy our customer. Attached is a letter from our

wholesaler stating that we did not receive any credit on the

customer's original set of tires. However, we did make an,

adjustment despite the fact that usually in these circumstances

when a manufacturer doesn't warranty the tires the retailer doesn't

either. I see that in the complaint it says that an adjustment was

made in March of 2014; attached is the adjustment receipt showing

the date was actually in March of 2013. It was also listed in the

complaint that she was not aware that the tires had been changed

to another brand, as you can see on the attached sheet that was

signed by the person that picked up the car, the brand is identified.

Limited mileage warranties are very complex and the responsibility

falls primary on the customer; that's why as a company we try to go

above and beyond what manufactures are willing to do in an

attempt to help our customers out. It seems es though it would

have been less problematic if we had decided not to help her out to

begin with. In an effort to satisfy the customer we had to pay for

her a new set of tires to replace tires that were not warranted by

the manufacturer. I have also used hours of office personnel time

trying to locate information about this sale and exchange due to this

customer's inaccurate information on their complaint. I feel that we

as a company not only met but surpassed our obligation to please

this customer concerning this situation.

Director of Operations

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I do acknowledge the fact that I did make a typo in regards to the year March 2013 NOT March 2014, my apology. But everything else I stated in my initial complaint is true. My question goes back to the company, who is [redacted]? Are they the manufacturer of [redacted] tires? Do they inspect tires for [redacted]? Sounds to me as if they're a 3rd party retailer. I had to surrender my paperwork to Quality Tire to prove that I did the routine tire rotation. I was told that paperwork had to be submitted with the tires. When I purchased the [redacted] brand tire, I was told that it had a 60,000 mile warranty on the tire. I did NOT put 60,000 miles on those tires. So, my question is, what was the cause of the 'excessive wear' on the tires that you did NOT get reimbursed for the tires? I did what was required of me to do and that was to keep the tires rotated every 5,000 miles, kept air in the tires and monitored them for wear, etc. Does Quality Tire NOT take any responsiblity for their actions? It seems as if all the fault is being placed in my lap. If [redacted] was so unsure of the tires, why didn't he wait until the [redacted] brand tires were inspected to see if the warranty would reimburse him before putting another brand of tire on my car? In the past, if I've ever had any issues with an item that had warranty to it, the manufacturer ALWAYS replaced the item with the SAME brand. If you'll take the time to look at the invoice that he's attached to his message it states that the description of the car is a Kia Spectra. If you read my initial complaint my car is a Hyundai Sonata.

Regards,

Business

Response:

To Whom It May Concern,

I will be glad to answer her questions and explain how

manufacturer limited warranties work but first could you get

Ms. [redacted] to send you a copy of her rotations for the second

set of tires we installed in March of 2013. There should be a

blue form with dates on it and there should also be a

computer generated receipt for each rotation. We can't find

where these rotations were done on the second set of tires.

Sincerely,

Director of Operation

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Attached is a copy of the tire rotation for the second set of tires. They failed to record the rotation between the first line and second line. [redacted] said "it was 'okay' to bring my paperwork next time and proceeded to record on the next line." The initials are '**' for [redacted] and '**' for whoever that is.

And please address me by Mrs. [redacted].

Regards,

Business

Response:

Mileage warranties are based on miles on tires versus miles

received, along with other requirements. We are not going

to address the other requirements and are going to use the

numbers submitted by the customer. According to the

complaint, the original set of tires that were bought got

20,000 miles on them and the warranty

for 80,000. This means the customer got 25% wear out of those tires.

There was no charge for the 25% used and the tires were

replaced in full. The second set got 26,000 miles based on

the information submitted.

1st set: 20,000- miles

2nd.set: 26,000- miles

46,000-miles used

80,000-miles warranty

34,000-miles left on warranty

46,000/80,000= 57.5% use (leaving 42.5%)

original cost- 500.00 x 43% 215.00

This 215.00 offer will ensure that she received her 80,000 mile

warranty. Please have customer forward where they would

like the check to be sent. Also if they could forward a copy of

the receipt from where they purchased the other tires so we

can make this transaction complete.

Sincerely,[redacted]

Quality Tîre Service

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I cannot get the file to attach with the invoice for the towing bill. I feel as if I should be reimbursed for towing as well since I was unable to get the spare tire on. My address is [redacted]. I hate that things got to this point and I have to sever ties with a business that I have done business with for the last 12 years. A business in which I thought was truly thought was the ideal model for all businesses. And came with the highest recommendations from me to my family and friends.

Regards,

In the process of changing my tires this company broke a piece on my car and then advised that I would have to pay to fix it.