Tires & More For Less

I am rejecting this response because: 1) "we offered to inspect the tire and repair or replace the tire under said warranty" : I disagree with you description I respect that when I presented you with the flat tire two days after you installed the tires, you offered to "replace" it (you did not offer to "repair" as you claim, as it was clearly defective) for free with a similar used tire, and you did so in only a few minutes I was comfy with that response, as I did not yet realize how numerous the defects were on the flat tire Your shop was sufficiently quick that you were still walking me through when the tire was dismounted from the rim, giving me a chance to take photos on the spot (I refer to photos in a series posted at http://www.supermotors.net/registry/media/1087940_), allowing me to see the severity of the defects on the flat tire 2) " [redacted] demanded that we dismount all tires and inspect all of them even though there was no problem with the other three." : When I saw the dismounted flat tire had four different types of defects, I became concerned that the other three might share some of this damage, since the tires came from a set and each tire would have been similarly handled I could not understand how a single used tire could be sold with so many defects, and realized the person who installed the tire was either untrained or unconcerned about doing a good job I suddenly needed to look at the beads of the other tires for similar damage 3) "He also demanded that he stand and watch as we replaced the defective tire and inspected the other three." : I did not demand that I stand and watch, I only required that I be given the chance to inspect for damaged beads once the wheels were removed from the hoisted car and the air was let out of the tires The mechanics advised there were no available hoists, but I pointed to two open hoists and they replied the hoists might be needed by other mechanics I then knew my concerns were probably being blown-off.4) "We told him to have a seat inside the customer waiting area, as we can not have any customers in the workshop for their own safety." : You told me to go to the waiting room and you would take care of me, but after just a few minutes, my level of worry regarding all of the tires on my car increased, so I walked back into the shop and noted the replacement tire was mounted and inflated to my loose wheel and my concerns for tire safety and "bead inspection" were being ignored I was being ushered out of the shop with four scary used tires I am a mechanic, I regularly work on cars myself, I appreciate used car parts, and it takes a lot to scare me Your shop scared me 5) "While we were explaining that he had to wait inside and that the other three tires were fine," : This is false, as one other tire had a severe safety defect (see photos #1, 11, & to view deep sidewall gash in a different tire) which would likely have caused a blowout, and two other tires (for a total of three) had a strange tar-like goo slathered onto the beads of the tires and smeared onto the rim and white sidewall I still don't know what this black tarry goo is, but I've never before known a tire shop to use such a material during tire installation Whatever it is, it is now a permanent part of my rims, even with new tires installed To be sure, there was no proper inspection of the original work done on my car, and it proved smart to buy new tires at a name-brand store, as this allowed me to fully inspect the used tires before returning them.6) "he snatched his copy of the receipt out of my hand and stormed out." : I had my original receipt and didn't need to "snatch" it I simply refused to sign a new receipt for the repair, as I felt the work was insufficient, so I never got a receipt for the repair I advised I sought a full refund and then stated I need to buy new tires Your shop offered to sell me a set of new tires, but I responded that I don't trust your tire installers and worried that new tires might be similarly damaged by untrained or uncaring mechanics With a full refund unavailable, I advised I needed to leave and buy a set of new tires at another store.7) "After [redacted] purchased new tires at different location, he came back and threw the old tires back at us" : This is wrong Immediately after buying new tires from a different store and photographing the four used tires I returned with the four used tires in the back of my car and asked where I should put them You and four mechanics were tending to me at my car in the lot, and the conversation was on both sides was polite Stubborn on both sides, but polite You guys happily took the tires out of my car.8) "and asked us to give him a receipt saying the tires were returned." : I did NOT ask for a receipt on 05Maywhen I returned the used tires, as I was only interested in getting the tires back into your hands, again requesting a refund, and advising I would contact my VISA card to have the charge cancelled The VISA card suggested I go back and get a receipt, so your shop politely gave me a receipt on 07Junwhen I visited for that specific purpose Eventually, the VISA card advised "the claim does not qualify as a recognizable billing error under consumer protection laws...", and the refund request was closed with VISA I then contacted the Revdex.com to learn whether other protections exist for me.9) "We offered him store credit of the full sale price but he declinedWe do not issue refunds on used tires, only store credit." : This is correct, as they did politely and professionally offer store credit, but I advised I couldn't trust the work they did was safe, and had learned any safety concerns would be ignored if it affected store profit The owner's son made this clear during my final visit on 25Jul I refused the store credit, advising I could only accept a refund under these unsafe conditions Concern for safety is driving my decisions I don't think a store should be allowed to sell used tires with so little concern for safety, or so little recourse for customers once an installation goes bad

When Mr [redacted] came back to our shop, he complained that one of the tires had gone flat since the installation date. Being that our tires carry a 30 day warranty, we offered to inspect the tire and repair or replace the tire under said warranty. [redacted] demanded that we dismount all 4 tires and...

inspect all of them even though there was no problem with the other three. He also demanded that he stand and watch as we replaced the defective tire and inspected the other three. We told him to have a seat inside the customer waiting area, as we can not have any customers in the workshop for their own safety. While we were explaining that he had to wait inside and that the other three tires were fine, he snatched his copy of the receipt out of my hand and stormed out. After [redacted] purchased new tires at different location, he came back and threw the old tires back at us and asked us to give him a receipt saying the tires were returned. We offered him store credit of the full sale price but he declined. We do not issue refunds on used tires, only store credit. We tried to make things right with him going above and beyond but he already made his mind up that he did not want anything else. We value our customers and hope Mr [redacted] would still come back and use his store credit and we can retain him as a customer.

I am rejecting this response because: 1) "we offered to inspect the tire and repair or replace the tire under said warranty" : I disagree with you description.  I respect that when I presented you with the flat tire two days after you installed the tires, you offered to "replace" it (you did not offer to "repair" as you claim, as it was clearly defective) for free with a similar used tire, and you did so in only a few minutes.  I was comfy with that response, as I did not yet realize how numerous the defects were on the flat tire.  Your shop was sufficiently quick that you were still walking me through when the tire was dismounted from the rim, giving me a chance to take photos on the spot (I refer to 12 photos in a series posted at http://www.supermotors.net/registry/media/1087940_1 ), allowing me to see the severity of the defects on the flat tire.  2) "[redacted] demanded that we dismount all 4 tires and inspect all of them even though there was no problem with the other three." : When I saw the dismounted flat tire had four different types of defects, I became concerned that the other three might share some of this damage, since the tires came from a set and each tire would have been similarly handled.  I could not understand how a single used tire could be sold with so many defects, and realized the person who installed the tire was either untrained or unconcerned about doing a good job.  I suddenly needed to look at the beads of the other tires for similar damage.  3) "He also demanded that he stand and watch as we replaced the defective tire and inspected the other three." : I did not demand that I stand and watch, I only required that I be given the chance to inspect for damaged beads once the wheels were removed from the hoisted car and the air was let out of the tires.  The mechanics advised there were no available hoists, but I pointed to two open hoists and they replied the hoists might be needed by other mechanics.  I then knew my concerns were probably being blown-off.4) "We told him to have a seat inside the customer waiting area, as we can not have any customers in the workshop for their own safety." : You told me to go to the waiting room and you would take care of me, but after just a few minutes, my level of worry regarding all of the tires on my car increased, so I walked back into the shop and noted the replacement tire was mounted and inflated to my loose wheel and my concerns for tire safety and "bead inspection" were being ignored.  I was being ushered out of the shop with four scary used tires.  I am a mechanic, I regularly work on cars myself, I appreciate used car parts, and it takes a lot to scare me.  Your shop scared me.  5) "While we were explaining that he had to wait inside and that the other three tires were fine," : This is false, as one other tire had a severe safety defect (see photos #1, 11, & 12 to view deep sidewall gash in a different tire) which would likely have caused a blowout, and two other tires (for a total of three) had a strange tar-like goo slathered onto the beads of the tires and smeared onto the rim and white sidewall.  I still don't know what this black tarry goo is, but I've never before known a tire shop to use such a material during tire installation.  Whatever it is, it is now a permanent part of my rims, even with new tires installed.  To be sure, there was no proper inspection of the original work done on my car, and it proved smart to buy new tires at a name-brand store, as this allowed me to fully inspect the used tires before returning them.6) "he snatched his copy of the receipt out of my hand and stormed out." : I had my original receipt and didn't need to "snatch" it.  I simply refused to sign a new receipt for the repair, as I felt the work was insufficient, so I never got a receipt for the repair.  I advised I sought a full refund and then stated I need to buy new tires.  Your shop offered to sell me a set of new tires, but I responded that I don't trust your tire installers and worried that new tires might be similarly damaged by untrained or uncaring mechanics.  With a full refund unavailable, I advised I needed to leave and buy a set of new tires at another store.7) "After [redacted] purchased new tires at different location, he came back and threw the old tires back at us" : This is wrong.  Immediately after buying new tires from a different store and photographing the four used tires I returned with the four used tires in the back of my car and asked where I should put them.  You and four mechanics were tending to me at my car in the lot, and the conversation was on both sides was polite.  Stubborn on both sides, but polite.  You guys happily took the tires out of my car.8) "and asked us to give him a receipt saying the tires were returned." : I did NOT ask for a receipt on 05May2016 when I returned the used tires, as I was only interested in getting the tires back into your hands, again requesting a refund, and advising I would contact my VISA card to have the charge cancelled.  The VISA card suggested I go back and get a receipt, so your shop politely gave me a receipt on 07Jun2016 when I visited for that specific purpose.  Eventually, the VISA card advised "... the claim does not qualify as a recognizable billing error under consumer protection laws...", and the refund request was closed with VISA.  I then contacted the Revdex.com to learn whether other protections exist for me.9) "We offered him store credit of the full sale price but he declined. We do not issue refunds on used tires, only store credit." : This is correct, as they did politely and professionally offer store credit, but I advised I couldn't trust the work they did was safe, and had learned any safety concerns would be ignored if it affected store profit.  The owner's son made this clear during my final visit on 25Jul2016.  I refused the store credit, advising I could only accept a refund under these unsafe conditions.  Concern for safety is driving my decisions.  I don't think a store should be allowed to sell used tires with so little concern for safety, or so little recourse for customers once an installation goes bad.

When [redacted] first came to our shop, he came for the purchase of tires. While we were installing the tires, when removing his wheels from the vehicle the wheel stud broke off. To remove wheels we turn the lug nuts counterclockwise as with any bolt on any normal vehicle. Mind you this is no fault of...

the technician working on the car. While trying to remove the wheels, the wheel studs snapped off, the customer was adamant about us fixing the issue free of charge and stated that we damaged it so we were responsible to fix it. We caved and fixed the issue for the customer. Damaged lug nuts, wheel studs can happen to any vehicle when replacing tires, it is out of our control. We did the repairs free of charge for [redacted] and send him on his way. He came back later saying that we damaged one of his brake rotors when we replaced the wheel studs even though his rotors were already worn down. To avoid conflict, we not only replaced the one rotor that was damaged, we gave him two front rotors for free, parts and labor in an attempt to please him. We did not have to provide both rotors for free. At the time we were replacing the rotors, we told [redacted] that his front brake pads were low and that they needed to be changed. He declined to change the pads with us and told us he would replace them on his own, but they were never changed and in result, the faulty brake pads warped the rotors. We do provide a one year parts and labor warranty for pads and rotors PURCHASED through us. Only when both parts were purchased with us. His rotors were damaged/warped because of his own pads. weather they were the old pads or his own pads if he had replaced them, that would void the warranty. With that being said, there is NO WARRANTY on free parts, parts that were not PURCHASED. We believe we went above and beyond for [redacted] when replacing the wheel stud and both front rotors for free, when we did not have to do either one. We do have a disclaimer hanging above the front office noting that we are not responsible for damaged lug nuts or wheel stud when replacing tires but we decided to help [redacted] and provide the above repairs free of charge. The best we are able to to at this point for [redacted] is an over the counter exchange in only the parts, we will not perform any further labor on his vehicle for free. This is still a service we do not have to provide, but we would still like to try to help [redacted]. The reason it's not something we have to provide is because the rotors were damaged because of his pads, not because they were defective parts themselves.