Tire Discounters, Inc.

Mr. [redacted] brought his 2009 Chevy Express 3500 mileage 157,737 in for an oil change, brake inspection as well as a suspension inspection. During the inspection, the technician found that one of the axle seals was leaking. Tire Discounters provided the customer with a written estimate of repairs. Mr. [redacted] approved the repairs. While the technician was repairing the vehicle the bolt that holds the pinion pin in sheared off during removal. We advised the customer that this was something Tire Discounters could no longer repair. She was recommended to bring the vehicle to her local Chevy dealership. Tire Discounters did receive a copy of what the customer claims is and invoice for the repair. Tire Discounters attempted to locate “[redacted]” to speak with the technician about the invoice. Tire Discounters was unable to find information on this company anywhere. On said invoice there are a lot of questionable charges that are not required in a repair of an axle seal (sand blast and paint diff, rear wheel bearings. Etc.). Tire Discounters will only except responsibility for the broken pinion bolt and seal.  The repair of the wheel bearings would be required when the axle was low on fluid causing the bearings to overheat. The charge of the rental was something the customer made the arrangements for, approved and didn’t receive prior approval from Tire Discounters to reimburse, so Tire Discounters is not reimbursing Mr. [redacted] for this. On the invoice provided the seal was $41.91 and the labor for the removal of the bolt was $195.00 for a total of $236.91 which Tire Discounters will refund the customer. Tire Discounters is not responsible for any other repairs or charges. Mr. [redacted] will be required to sign a release of claims prior to the refund to being processed.

Tire Discounters would like to first formally apologize for all the confusion. This is not how we do business, we like to treat our customers like family. I have personally called and confirmed the part is at the store. The part that was at the store last Friday happened to be the wrong part. We...

have now personally went and picked up the part for [redacted]. The part is waiting on the customer. We are more than willing to repair the vehicle free of charge. We would like to set up an appointment to come in and have the vehicle repaired.

Again Tire Discounters gave the customer a free alignment certification. they are free to come in any time and receive an alignment free of charge. We are still willing to offer a free oil change for frustration. However we will not be offering any other type of compensation. We apologize for the inconvenience this has caused.

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]

Yes, with a ROC signed, we consider this case closed. Let us know if you need anything further. Thanks-[redacted]

We really appreciate [redacted] alerting us of this concern. We take tire care very seriously. [redacted] our regional manager for this area,  just got off of the phone with [redacted] and expressed our sincerest apologies. He stated that his wife and him were not looking for any type of compensation from...

us, and the simple fact that we called him as quickly as we did and let him express his frustration to us, was enough for him to consider this matter closed. We assured him that any warranted corrective action would be taken against the management/technicians that were responsible for this. [redacted] also made sure that he had his full name and contact information, and invited him to call anytime in the future if he needs anything at all.We have the invoice number and will be pulling the PMA to ensure that our wheel torque policy was followed to the letter.Thank you, [redacted], Customer Service

Customer came in on 9/18/2015 with a noise complaint in the front of the vehicle. We inspected the vehicle to find that the right front bearing was in need of repair. Customer approved the work. We replaced the bearing customer left happy. Bearing was covered for 6 months or 6000 miles. Almost 2...

years later customer came back in complaining that the bearing was bad again. We inspected he vehicle again to find that the bearing was indeed in need of repair again. Signs of a bearing going out prematurely are common with the diameter of the hub not being large enough to keep the bearing from moving around inside the knuckle. Again a common problem on vehicles of this age with over 100,000 miles. We offered the customer that if she paid for the new hub and the labor we would pay for the bearing. Again the warranty is only 6 months or 6000 miles. We offered this only for customer satisfaction. This offer still stands and Tire Discounters refutes any technician error in installing the original replacement bearing incorrectly.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is expected and partially satisfactory to me addressing the refund for the two defective tires causing extreme vibrating and pull. They did refund my credit card. But they did not address the dishonest business practices they engaged in.As for the Kenwood Tire Discounters telling me when trying to find out why there was extreme vibrating and pull--the fact that they covered up that their "new" two defective tires  were causing the problem was dishonest.  On top of that they said that the issues ( a false claim) was bad struts.  We have a written statement from [redacted] that Struts were examined ad fine and that the only issue was the defective tires.  Tire Discounters tried to sell us $1,200 job of new struts that were never needed at all.  An egregious lie to make more money and avoid culpability was never addressed in any of the responses.  So this answer is a partial acceptance.  I would prefer to have them admit their falsehood and fire the person named that was responsible.  
Regards,
[redacted]

Our regional manager over accused location jut called [redacted] today 8/24/2017 @ 12:13pm. [redacted] claims the clock spring is covered regardless of who's at fault. While on the phone [redacted] was willing to give our regional manger a PO# to repair the clock spring. Our regional manager contacted [redacted]. Our regional manager made [redacted] aware that it is indeed covered under warranty. He just needs to pick a  repair facility and have it repaired. [redacted] responded with "that's [redacted] you guys should pay for what it would cost me to repair it. Tire Discounters cannot be held responsible for third party negligence. [redacted] then came back with "You guys should at least pay my deductible. Our regional manager then asked "are you admitting that your warranty does cover the clock spring then"? [redacted] hung up the phone instantly. Tire Discounters will not be refunding Brain any type of compensation.

Dear [redacted],   Tire Discounters operations team and ASE certified technicians have reviewed the invoice provided by Mr. [redacted].  The invoice estimate was incomplete, therefore, Tire Discounters contacted Mr. [redacted], owner of [redacted] Auto Repair who prepared the estimate.  Mr. [redacted] stated Mr. [redacted] came in to his store to diagnose the cause of his vehicle vibration.  Mr. [redacted] inspected the vehicle and determined the lower ball joints have a half inch movement (therefore operating incorrectly), as well as, the power steering rack and pinion leaking on the passenger side causing a foul smell.   Mr. [redacted]’s diagnosis is that his ball joints have substantial play, and rack and pinion leakage, are causing Mr. [redacted]’s vehicle to vibrate.  Mr. [redacted] stated that the wheels and tires were not the cause of Mr. [redacted]’s vibration issue.   Tire Discounters is denying any responsibility for the repairs recommended.

As stated previously we cannot confirm or deny weather or not the stud was broken at our location which is why we are willing to split the difference. If you pay for the part we will pay for the labor. This is the best and only offer Tire Discounters is willing to offer.

[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 beyond satisfactory.  Please close complaint ID[redacted] as the business has addressed my concerns fully and gone above and beyond to take care of my situation.  In fact, the follow up service I received from Denny was incredible and has restored my faith in Tire Discounters.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] It is clear from the business's response that they confirm my complaint but are unwilling to correct the mistake. This is unacceptable and is a clear case of fraud that I will not tolerate. Please advise on my next course of action. 
Regards,
[redacted]

[redacted] was refunded on 11/29/17 in the amount of $76.00 back to her MasterCard ending in [redacted]. I have reached out to [redacted] to confirm she has received it. She said she would have to look once she got to her computer.

As we have mentioned previously, the area of responsibility we believe we own to correct is the situation with the wheel covers and our offer there remains the same.  As for the tires, we believe that issue has been resolved by the tire replacement, so we do not believe there is any further action needed concerning them.

[redacted] Thank you for submitting this complaint.  We take these matters very seriously.  We will investigate your situation on our end and respond shortly.Tire Discounters

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 had initially told the guy at the front desk of the store on Nicholasville Road that if both tires need to be replaced then to do so;therefore, I did not decline as stated. As a professional, they should have examined the other tire when they had it loose (assuming to rotate the front tires to the back as they said they would if they only needed to replace one tire , but never did).  Manager of store on New Circle Road had interactions nor was there when I was at initial appointment on Nicholasville Road, and came to roadside in defensive manner. Lug nut popped off on the way to destination, since they rushed to put it back on (which I saw through the glass) and tire came off before I could get to my destination after they were they last ones to handle the front tires, which could have killed me or someone else.
Regards,
[redacted]

Tire Discounters is willing to provide 13 videos of Mr. [redacted]'s vehicle from beginning to end. Tire Discounters is asking the Revdex.com be the middleman between the videos. Please provide us a way to send the videos since the response portion only allows 4 Documents to be attached which cannot be videos.

Tire Discounters has already given a $687.00 discount for customer satisfaction. This is more than fair, Tire Discounters will not provide any additional discounts. We will still contact [redacted] when the vehicle is ready but, vehicle will remain in Tire Discounters custody until full payment has been made.

[redacted]'s vehicle repairs have been completed, The vehicle is on its last test drive as we speak. Final bill to the customer is exactly $3800.00. Total discounts not including the parts that were sold at cost is $667.71. This is the best Tire Discounters is willing to do, We believe this is more than fair. Your vehicle will be ready top pick up anytime after 3pm today. Thanks.