Tire Discounters, Inc.

Mr. [redacted] brought in a rotor to our store that [redacted] allegedly removed from his vehicle and did compare this part with a Tire Discounter technician and yes the part was smaller than the OEM rotor that [redacted] had installed on his vehicle.  Tire Discounters order the exact part we ordered and placed on his truck in March of 2016 ([redacted] part number 686506 Gld Rotor front).  Our technician compared this part with the OEM rotor that [redacted] installed on the vehicle and it was the exact size.  Tire Discounters investigated further and reviewed photos of his brake pads.    If the rotors were indeed too small for the vehicle, and driven on for 19,000 miles, the brake pads would have a ridge on them where the pad failed to come in contact with the rotor. The attached photo of the pads from the customer show no unusual pad wear.  Based on the results of this investigation and the evidence presented, Tire Discounters does not accept responsibility for the complaint.  Tire Discounters has come to the conclusion that the rotor Mr. [redacted] brought into our store for comparison was not the rotor we installed in March, nor the rotor that he drove on for 19,000 miles.

[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. 
Regards,
[redacted]

This concern was originally raised through the Revdex.com on 6/8/16.  At that time, we responded that the Regional Manager had been in contact with the customer and he was planning to meet with her at one of the stores to review the customer’s concerns.  That meeting was postponed by the customer due to a personal [redacted] that came up.  [redacted], the Regional Manager waited to hear from the customer to reschedule the meeting.  On 7/5/16 since he had not heard from the customer he closed the comment in our system to be reopened if contact was made.  With this renewed opening of the complaint [redacted] states that the original offer to meet with the customer and review the concerns is still good.  She can call him at [redacted] he will set up a time to meet at her convenience.  Let us know if you need anything further to update this ticket or take care of Ms. [redacted].

[redacted] came into our Kenwood location on 9/30/2017. She requested a rotation and balance ($39.95), as well as an oil change ($35.35). We performed both. [redacted] came back in requesting to have us rebalance her tires. Since the tires were not purchased through Tire Discounters we were unsure of the...

usage and maintenance. We attempted to rebalance the tires but did not come out with a positive result. [redacted] was issued a refund for the amount of $40.00 on 10/18/2017 back to her Visa card ending in [redacted]. We will not be issuing a refund for the oil change as there was no complaints with the oil change. We apologize for any inconvenience this has caused. No further refund will be provided.

We have been working with both the customer [redacted] and the Shell family that is submitting the complaints and claims. We have already double-checked our equipment and informed store to provide customer with refund of transmission fluid exchange for customer satisfaction. We have been working...

directly with Mr. [redacted] on the refund. We have called the customer, both owner of the vehicle and person filing complaint and apologized. The refund check was placed in the mail this morning and should arrive in 2-3 business days to the address listed on this claim. It is to the attention of [redacted].  Mr. [redacted] has been happy with resolution and communicated he will continue to bring their vehicles by for service. Let us know if you need anything further to close out this claim.

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]

On 7/24/14 [redacted] came in for 4 235/75/15 [redacted] tires with a 40,000 mile warranty. Tire Discounters installed these tire on his [redacted] mileage 166,595. The manufacture of the Milesta[redacted] tire (TireCo), requires a rotation every 5000 miles. Since 7/24/14...

[redacted] has only rotated 1 time on 2/13/15. Mileage 175,125 (8,530 miles later). For customer satisfaction Tire Discounters would like to offer a 50% credit toward a new set of 235/75/15 [redacted] tires. As well as a free alignment. Break down below   235/75/15 [redacted] regular price $89.00 x4 50% off price $44.50 x4 Economy Installation $16.99 x4 Free alignment (free) Tax $17.22   Total for a new set installed with a free alignment $263.18

We followed up with the other shop. They road force balanced the 2 front tires, and came to the assumption that they were out of round due to the readings they were getting. We do not agree based on our observations. The customer prompted the "out of round" scenario to that store, and their technicians weren't able to identify the initial cause. All said, we took back 4 Michelin tires that were/are still in great shape, replaced them with 4 brand new Yokohama tires. We also inspected the vehicle several times, and explained to the customer more than once that this is not a tire issue. There is nothing further we can do for Mr. [redacted]. Thank you, [redacted]