Tire Discounters, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I am willing to accept a $400 reimbursement for the center caps which is half of my initial request. This is provided that in addition I receive a refund for my installation cost as well as the mark up cost Tire Discounters puts on the tires.
Regards,
[redacted]

Mr. [redacted] came in on 2/5/18 and purchased 4 Michelin tires. At that time the Michelin tires requested were $130.00 per tire. There was a $70.00 instant savings off a set of Michelin's as well. Mr [redacted] was given $60.00 off the set to price match [redacted]s. He was also given a $14.00 off for...

disposal. On top of the $70.00 instant savings. In total Mr. [redacted] got $144.00 in discounts . $70.00 instant savings, $14.00 for the disposal, and $60.00 to price match [redacted]s at $115.00 per tire. Mr [redacted] was given exactly what he asked for. He asked us to price match [redacted]s and we did so. Tire Discounters apologizes for any inconvenience this has caused, but no further discounts or refunds will be provided.

This Complaint previously came in on or about 8/23/16 and at that time our response was, “Thank you for bringing this matter to our attention. It appears the staff at the store failed to take the time to properly inspect the tires and vehicle to determine the cause of the tire wear. We apologize this was not done. I spoke with the new regional manager concerning this and he would like to have the opportunity to personally inspect the tires and vehicle. His concern is if tires are replaced and the cause of the wear is not corrected, the same problem will occur. This is something we would like prevent. Mike called the customer today and left a message, If the customer would like to set up a time to meet with Mike, he can reach him at [redacted]. Let us know if you need anything further to update this ticket or take care of Mr. [redacted].”  At this time Mr. [redacted] had not returned Mike’s call and as soon as he does we can work with him to resolve the matter.

Tire Discounters stands behind our first comment to this claim. No policies were broken by any employee at the [redacted] location on this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   
Their reply is repetitive, rhetorical, but also parrot-like - no offer of compromise was ever made. They refused to acknowledge my letter much less respond to it. Then, they lie to Revdex.com advising they had made two attempts to contact me when that never, ever happened (I have definitive proof of that). I never made any comment that their employee broke any TD policies (esp. not knowing what they specifically are referring to). Rather, I complimented their store manager ([redacted] C.) in his attempt to resolve my concern and it was TD Corporate who denied that & who showed no empathy for a customer concern. They would rather lose thousands of dollars of future business from a long-time customer (I have copies of all orders I have ever done there) rather than grant a small $100 rebate for obvious excessive charges. That makes no sense whatsoever and proves my point without saying anymore. I might go back to [redacted] C again for tires/other work, might not...I'm on the fence at this point as I DO have principles wherein TD Corporate evidently has none. I would like to know who is specifically responding from their office so I can "face my accuser". Remove the "veil" and show yourself (man/woman behind the curtain).  
Regards,
[redacted]

Tire Discounters would like to extend an offer of $100 Tire Discounters gift card to [redacted] for customer satisfaction. Tire Discounters admits no fault in claim of the overprice items. We are offering this one time deal for customer retention. We treat our customers like family for over 40 years and we would like to keep it that way. [redacted] please let us know if you accept or deny this offer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

When I purchased the tires I was told it had a warranty on them if anything is wrong with them to bring them back, I only had the tires for 12,100 miles and it says they are for warranty for 41,000. when I took the vehicle back to show them the tires the guy was very rude and refused to send in the warranty he said give me more money and u can purchase to more, the tires already had thread showing, I have already purchased two new tires and they are on my car I had to pay another 145.00 to have them put on, when I took the car back to Tire Discounters he refused to even inspect the car he said he was not sending it in the warranty cause they would refuse itanyways I said to him I purchased these tires and it has a warranty on them for 41,000 miles I didn't even have them for 5 months. I will never go there again I have never had this problem before and I have purchased from them before and never been treated liked this before,   I want my money back cause I had to purchase two new tires. and they was put on the van and there was no problems the guy said.Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I had left a message on Monday 12/12 at 2:17pm and on that Wednesday I also called two other times but that is beside the point. I will wait for a response on from tire discounters after they review and hopefully we can come up with a solution.
Regards,
[redacted]

Ms. [redacted] had an appointment at our Chillicothe location on 11/3/2017 @ 5:00 pm to have 4 tires installed on her 2006 Chrysler PT Cruiser. When she originally showed up, Jared advised her that the store happen to be short staffed today. There were already 4 alignments ahead of her to be performed...

and there was a good chance they could not get to her alignment today. However they could still get the new tires mounted and balanced. She would be given a certificate for a free alignment that she could bring in at any time within the next 6 months to have the alignment performed. She stated that she was okay with that. After the tires were mounted and balanced. The vehicle was pulled around, Mr. [redacted] was there during the bill out process, he was very confrontational with Jared. Jared advised him that she was receiving a certificate and could bring back the vehicle as soon as tomorrow (11/4/2017) to have it aligned. Tire Discounters would like to formally apologize for our Chillicothe location being understaffed during their visit. Tire Discounters has recently changed regional managers over this location and he is working diligently to get this store properly staffed. Mr. [redacted] or Ms. [redacted] are welcome to bring the vehicle back in to have the alignment performed free over charge. For the inconvenience we would like to extend a free oil change.  A monetary refund has been declined as of this time.

When this situation occurred in June, we admit we did not handle it with the type of Customer Care we typically give.  Ultimately we did get the issue with the car resolved, but it took longer than it should have.  At the time the Regional Manager authorized a refund of $200 returned to...

the customer.  This was put back on her Visa Account on 7/13/16.  Let us know if you need anything further to update this ticket or take care of Ms. Hines.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
According to the service manager at the Tire Discounter location that serviced the passenger side wheel bearing, he verbally stated I had a 12-month warranty on the wheel bearing.  I asked for clarification because the paperwork was confusing.  In addition, the car is still not riding smoothly, and the front right side feels like it is shaking.  In addition, when I turn right occasionally, the car acts like it’s going to stall.  At this moment, I do not have the ability to get the vehicle back to that location to have it inspected because I use the vehicle to transport my daughter to work, and to have in case of an emergency since I have disabilities, I have my disabled mother visiting for a week, and my son, who has high functioning autism and a few other medical issues.  The earliest I can bring the vehicle to be looked at will be Monday, May 29th.  As for the shocks and struts, we do have paperwork from Tire Discounters, Walton, which I will attach to this response.  The invoice #[redacted], is dated 4/5/16, and it states, “FIXED BALL JOINTS A MONTH AGO RIGHT SIDE THOUGHT IT WOULD FIX THE PROBLEM HEARING THE NOISE AGAIN TEST DRIVE” and attached is the estimate for the shocks and struts.  Invoice #[redacted], is where we returned the next day, after borrowing the funds from a relative to cover the expense.  This vehicle was pre-owned by a relative, and previously before that.  I have no evidence that shocks and struts were replaced prior to our ownership, but neither does Tire Discounters.  We were not shown the shocks and struts, and we were taking the word of the Tire Discounters employees that it was absolutely necessary to replace them.  In addition, I frequently stopped by asking them to look at the vehicle, and was even assured by GM Mike P**, that there was nothing wrong with the vehicle repeatedly for several months until September 2016, when he informed me that the front passenger wheel bearing and wheel joint were needing replacement, and that was when we contacted corporate and Susan took care of us.  As a result of presenting this evidence, I am asking for a full refund of $1092.95 on the shocks and struts, because first of all, we were told that it would fix the noise that we continually kept bringing our vehicle back for (and this is what they documented on the paperwork), and second of all, we would never have replaced them at that time unless they told us it was unsafe to drive, because we did not have the funds to pay for it.  Since we have taken the vehicle to several locations and we are still having problems with the same issue, I will give the location off of 18 in Florence, Kentucky the opportunity to diagnose what the issue is, why the front wheel bearing and/or joint is not operating properly, and allow them to repair it properly at no charge to me.  If Tire Discounters does not want to make the repairs, they can refund me everything I have spent at Tire Discounters since January 2016, and I will take my vehicle to another garage to get it fixed properly.      
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I disagree.  The proof I provided states clearly on invoice #[redacted], "FIXED BALL JOINTS A MONTH AGO RIGHT SIDE THOUGHT IT WOULD FIX THE PROBLEM HEARING THE NOISE AGAIN TEST DRIVE." Attached to that is the work order #[redacted], which shows an estimate for the shocks and struts, and these are both dated 4/5/16.  The invoice for the shocks and struts is #[redacted], and it's dated 4/6/16 and it shows the shocks and struts being purchased.  YOUR LOGIC IS FLAWED.  YOUR ESTIMATE SAYS THAT THERE WAS STILL A PROBLEM AND THAT YOU HAD ALREADY FIXED THE BALL JOINT (DRIVER'S SIDE), ETC. AND I WAS STILL HEARING THE SAME NOISE.  THEN IN SEPTEMBER, MIKE P** TELLS ME THAT THE PROBLEM WAS WITH THE PASSENGER SIDE BALL JOINT AND BALL BEARINGS WHICH YOU REPAIRED.  THE PART OF MY COMPLAINT THAT YOU ARE NOT ADDRESSING IS THAT IT WAS CLEAR THAT YOUR WALTON LOCATION TOLD US THAT THE FIX FOR THE NOISE WE WERE HEARING WAS TO REPLACE THE SHOCKS AND STRUTS AS PER THE ESTIMATE AND INVOICE THEY GAVE US.  IF YOUR POSITION IS THAT THEY DIDN'T PUT IT ON THE INVOICE WHERE WE MADE THE PURCHASE, THEN AGAIN, YOUR LOGIC IS FLAWED.  THAT LOCATION, ACCORDING TO YOU SHAWN, HAD A LOT OF MESSED UP PAPERWORK BECAUSE THAT IS WHAT YOU AND SUSAN TOLD ME LAST FALL (SEPTEMBER 2016) WHEN YOU HELPED ME RESOLVE THIS PROBLEM BEFORE.  MY COMPLAINT IS THAT YOUR WALTON LOCATION PUT ON SHOCKS AND STRUTS TO FIX A PROBLEM AND YET, HERE AGAIN, YOU ADMITTED THAT THE PROBLEM STILL WASN'T FIXED BECAUSE YOU REPAIRED THE PASSENGER SIDE AGAIN IN MAY 2017.  DON'T RESPOND WITH WHAT YOU ARE NOT GOING TO DO, TELL ME WHAT YOUR LOGIC IS.  HOW DO YOU SAY THAT THE SHOCKS AND STRUTS WEREN'T PUT ON DUE TO THE FACT THAT WE WERE STILL COMPLAINING ABOUT A NOISE THAT YOUR WALTON LOCATION SUPPOSEDLY FIXED???? **I WILL NOT ACCEPT ANYTHING LESS THAN A FULL REFUND ON THE SHOCKS AND STRUTS AND IF YOU DON'T AGREE TO THAT, THEN I WILL PURSUE THIS COMPLAINT WITH ANY OTHER ORGANIZATION, AGENCY, SOCIAL MEDIA, THE LOCAL NEWS, OR PERHAPS SEEK LEGAL COUNSEL.  I WILL CONTINUE TO FIGHT THIS BECAUSE YOUR COMPANY WAS DECEPTIVE IN THEIR REPAIR PRACTICES AND THE INVOICE I HAVE PROVIDED TWICE CLEARLY STATES THE REASON THEY GAVE ME A REPAIR ESTIMATE FOR THE SHOCKS AND STRUTS WAS BECAUSE OF THE NOISE I CONTINUED TO HEAR AND COMPLAIN ABOUT WHICH YOU CLAIMED TO FIX ON MORE THAN ONE OCCASION, INCLUDING MOST RECENTLY. **    
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

They made it sound like they are paying half until I said something then they exposed their details which require me to pay the full parts price and then half the labor.  Regarding a third party servicer comment. I'm just as skilled in changing oil as the next person. They failed to mention that all the recent one where done by them. They want to keep bringing up old lapse in oil changes in the past. I don't understand why the set ice manager who knows my family and I acknowledge the issue and had no problem fixing their error from prior services.  I understand that he had to get the approval from upper management. It's amazing to know that it went from no oil leaking to a steady amount daily now. That doesn't happen overnight unless something was done. They have always fixed their errors in the past and management wanted to didnthe same this time because they are on the ground floor and see the true issue at hand. Not what someone is reviewing on a computer from their desk. They are mechanics not computer recs. We are all human and make mistakes as in the past oil plug issue. My mistake is allowing them to put an oversized plug in , in the past. I never thought with a company like tire discounters I had to cover my basis and documentation trail so well. It amazing the level of care that goes away when you succeed in corporate America.

I checked the status of the refund check and everything has been approved and we are just waiting for the check to be cut and signed.  It will then be mailed to the customer’s address listed on the complaint.  As for changing the DOT numbers on the invoice, this is not a problem either.  When it is convenient the customer can come by the store and the store will record the actual DOT numbers from all the tires.  Then our IT department can correct the invoice and we can either email or postal mail a copy to the customer.

Tire Discounters has inspected Mr. [redacted]’s vehicle to identify or diagnose the customer’s complaint.  We have also gone to many lengths including multiple tires and wheels to resolve the matter, but the Customer is not satisfied.  Tire Discounters will be happy to review any documentation Mr. [redacted] provides from a third party and review with our ASE certified Master technicians to reach a fair resolution.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Michelin will send a check in 4 weeks for the difference in price.

[redacted] was charged based off company guideline. [redacted] approved all repairs and costs before work was completed. We understand that [redacted] would like a refund on the difference of the aftermarket fuel pump price and our priced fuel pump. We are not willing to offer a refund. All policies...

were followed. Thank you, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Attached is the estimate to repair my car from [redacted]'s Auto Repair.  I have left [redacted] at tire discounters several messages and have not gotten a response at this point. At this point I do not feel safe driving my car and am afraid that if I were to continue to drive my car with these damages it would only cause more problems to the car if not God forbid something worse.
Regards,
[redacted]