Tire Discounters, Inc.

We have reviewed this situation and the Regional Manager has investigated it at the store.  We understand the concern to be that the customer’s daughter paid for an alignment which did not correct a pull issue with the vehicle.  The alignment printout reveals that the alignment is most...

likely contributing to the pull.  There may be other suspension issues, that relate, however as we were not able to align properly we should not have charged the customer.  I have submitted a refund request for the customer to be reimbursed the price that was paid for the alignment (including tax), $46.55.  Let us know if you need anything further to update this ticket or take care of Mr. [redacted]. Thank you for alerting us and allowing us the chance to connect.

[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.

[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].

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

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]

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.

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]