Town Fair Tire Centers, Inc.

Review: My 2008 [redacted] 4 was towed to Town Fair Tire on [redacted] in [redacted], ** the end of October 2015 with a flat tire on the front passenger side and a flat full spare on the back of the vehicle. Due to the vehicle needing all four of the same tires they had to order two new tires to match that would take several days to come in. I left my car with Town Fair to pick it up several days later in their lot to have it not start. One of the workers said the battery had died to it being cold, which it wasn't cold out and it was a new battery. Town fair gave me a jump and later once again my car died to have all my dash lights come on Check engine, VSC, and 4WD which had never come on before.

I called to speak to the manager Ron who said to bring my car back and he would replace the battery. I did that and he had also said they were unable to do an alignment because there was a freeze on the alignment that was a [redacted] recall. I left Town Fair and had wondered why they had never turned off my low tire pressure light on my dash after putting on the two new tires.

I brought my car to [redacted] to have the alignment recall fixed and asked them to remove the tire pressure light at that time. They said that the spare tire was flat with an issue being near the rim (the same spot and tire that Town fair was supposed to replace that I was charged for). I called Ron back on 12/9 to ask him why the spare that was flat that I had originally told them needed to be replaced was flat? He said that the only tires he knew that were replaced were the two front tires that were flat. When my car left my driveway on the Triple A tow truck there was only 1 flat front tire and the spare that was on the back of my vehicle. I can provide paperwork through triple A documenting this that there was not 2 front flats. I explained this to Ron and he said I was lucky that Town Fair replaced the battery. I said when my car left on the Tow Truck their were no lights left on vehicle and this had happened under their care in their lot.

I believe only one tire was replaced at Town Fair even though I paid for two new tires. Ron was unhelpful and demeaning to me as a female and treated me like I was stupid. I have been driving in a bad situation where if I was to get a flat I'd have no working spare which was why I brought my car to Town Fair to begin with.Desired Settlement: I want to be reimbursed for 1 tire since the two tires I was charged for were not fixed properly. I have paperwork documenting that when my car was towed to Town fair the two flat tires were the front passenger and the spare on the back of the vehicle.

Business

Response:

To Whom It May Concern;I sincerely apologize for the issue Ms. [redacted] had at the store. The manager should have been nothing short of polite and professional the entire time. I will be sure to address the managers poor behavior. The sales invoice states that 2 new tires were installed on the front. The manager had offered to find Ms. [redacted] a used tire to use as a spare. At this point I would like to have another one of our stores inspect the vehicle and see if the 2 tires were installed. We will also provide a used tire for a spare as offered by the store originally. Sincerely,Rich A[redacted] Town Fair Tire

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will bring my car to the Town Fair Tire in [redacted], ** please let me know if there is anyone in particular I should be speaking with about the spare tire and looking at the two front tires.

Sincerely,

Review: I bought 4 new tires for almost $1500 was supposed to include a front end alignment for my lifted truck they did not do a complete alignment also two of my tires were put on backwards but I did get them fix the backwards tires also don't believe tires were balance proper ,I had city tire confirm that town fair never adjust anything but the toe resulting in worn out edges in less than 1000 milesDesired Settlement: I think town fair should replace tires and pay city tire to mount,balance and align my truck being town fair tire does not know how to align or balance big tires on lifted trucks .

Business

Response:

We sincerely apologize for the issue Mr. [redacted] is having with his tires and our store. At this point I would like to have another one of our locations inspect the tires. We will gladly recheck the alignment and balancing at no charge. If there is significant wear on the tires we will gladly replace them at no cost to Mr. [redacted]. Please have him contact me at ###-###-#### to set this up with our store. Sincerely,[redacted] Town Fair Tire

Consumer

Response:

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

Sincerely,

Review: TownFair Tire put the wrong tire type on my Saturn Vue. The MasterCraft tire that was put on my car is meant for a larger SUV car. This resulted in the tire wearing down faster than normal, also the tire was extremely loud. This is not the first time TownFair Tire put that make of tire on my car. I was about one year into the first set of MasterCraft Tires and I went to them because of unusual wear. They gave me a slight discount, but did not inspect then that the brand of tire was incorrect. They put the second set of tires on and the wore at the same rate, even though I rotated my tires and got them aligned several times. Although I do not think they actually did that work. Just took my car in and gave it back to me. I went to another dealership and they told me about the wrong make of tire being on my car and I got them replaced (third time in 2 1/2 years). I will not go back to TownFair Tire again.Desired Settlement: I would like a refund for the second set of tires that they put on my car.

Business

Response:

Hello Erin,

We apologize that you have some premature wear issues with some Mastercraft tires. I would need more information in order to research your complaint. If you could give me your original purchase invoice number it would be helpful.

Review: I brought my car in for a simple tire fix. My tire needed to be plugged. When I got my car back I noticed that they bent the frame on my car because my door was not closing properly. They said that it could not of been them because of the rubber bushings they use and they showed me camera video from 20-30 feet away and that was there evidence. From that camera and how far it was, there was no way you can see what was happening to my car.Desired Settlement: I want them to fix my car or for them to pay for it to get fixed.

Business

Response:

To Whom It May Concern: This is the first this office has heard of this issue. We apologize for the issue Mr. [redacted] I having with his vehicle. We would like to have a body shop look at the vehicle to see if they can determine what happened. We will pay for diagnosis at the body shop of Mr. [redacted]'s choice and cover any damage we caused. Please have Mr. [redacted] contact me at ###-###-#### to make arrangements to have the vehicle looked at.Sincerely,Rich A[redacted]Town Fair Tire

Consumer

Response:

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

I just have to pick my repair guy and coordinate work because I will be without a car.

Sincerely,

Review: I had a tough time today at the [redacted] location. Last weekend, I was looking for tires online and I saw [redacted] had 4 tires mounted and balanced for just under 300. I have always gone to Town Fair Tire in [redacted] so called them to see what they had. The lowest they had was like 360 so I advised that [redacted] had a set for under 300 and I would go there. The employee on the phone then asked what the exact prices [redacted] was offering so I advised him 297.65. He said they beat competitors prices and quoted me around 250 and I agreed. I cancelled my appt with [redacted] for that day and rearranged my schedule to go to town fair the following week. When I arrived Saturday, I asked if they saved my quote and they said no. I brought the paperwork from [redacted] with their price and an employee said quickly that he can give me no discount. He said its only "apples to apples". I then cancelled my appt with him and left. Im disappointed that the company would quote me a price on the phone and then not honor what they said. I also went on the website and saw a section that says, "no matter what size, BRAND, or COMPETITOR, we will beat the price"Can you please advise why I was told a price and then lied to? Almost feels like a bait and switch to get me to come to the location. You get me there then change the price. Im not happy. I have emailed them from their email on the website and left voicemails a number of times bu tthey dont return my requestsDesired Settlement: 4 Tires mount and balanced at an amazing discount! That is the ONLY resolution I will ever accept.

Business

Response:

Hello [redacted],

We sincerely apologize for the inconvenience you experienced with our [redacted] location. I have verified the tire pricing through the [redacted] website and have called [redacted] in our [redacted] location. He will call you and confirm that we will honor or pricing policy. We appreciate you bringing this issue to our attention.

Review: 4 tires worn with less than 20000 miles 2 mechanaics stated tires are ready to blow and the reasons being was the workmanship

these tires should not all wear the same on the inside they have been rotated at all oil changes and are not save to drive onDesired Settlement: I feel that all 4 tires should be replace free of charge as it is there issues as far as 2 experts are concerned

Business

Response:

Business Response /* (1000, 5, 2013/04/20) */

Dear Mr. [redacted],

I see our Seabrook location did a courtesy partial adjustment on 4-15-13. I [redacted] issue a refund for the amont difference to replace the tires. We apologize if you did not receive the expected wear out of your original purchase.

Regards, [redacted] VP

Consumer Response /* (4200, 12, 2013/05/07) */

I did not get the $249.00 total as a refund as that was stated from TFT to resolve this issue only$81.92

Business Response /* (4000, 14, 2013/05/22) */

Dear Mr. Walker,

With the additional 81.32 combined with the in store prorated crdit all 4 tires were replaced at no charge to you. The additional charges were to do all the labor again. We apologize for any inconvenience but we do feel that fair credit was issued considering the tires had over 50% of the warranty life used.

Thank you, Scott MacPhail VP

Review: By far the worst customer service ever ! So on Wednesday September 30th, 2015 I brought my vehicle into Town Fair Tire of [redacted], CT for a set of tires plus balancing and alignment. The assistant manager said he would contact me after everything was complete. After 2 hours I contacted them back because I didn't hear anything. They said there was a problem with my studs and I had to get them replaced... Okay no problem , so then he proceeded to say my car was un safe to drive and that I would have to keep the vehicle there over night... I said refused and signed off my car so I was able to bring it home and expect it. After a hour passed I get a phone call from the assistant manager asking to meet up with me so he could talk about the car. So I agreed being with my uncle and two close friends. The manager comes and pleads me to bring the car back so he wouldn't loose his job and how the manager was upset. He first said that he would go half with me to repair the studs then said he would repair the vehicle free of charge and would even give me money for a cab and or bus service... Red flag ! So supposedly my car was supposed to be repaired at [redacted] Muffler and Brakes , So I agreed and returned my vehicle down the hill to the facility. Mind you during this progress I had brakes to my vehicle... Okay so October 1st is here , I head there to pick up my vehicle. Every seemed well until I started my vehicle up and it started driving forward due to being left in first gear.. I quickly slammed on my brakes which I noticed wasn't there anymore. I slammed my emergency brake lever up which also shot up to the sky instead of being knocked a couple levels up. So I go inside and talk to the manager. He calls the guy that repaired the vehicle on the phone and he explains stuff that I knew wasn't wrong with my vehicle. So I took my car home and contacted [redacted] Muffler and Brakes. [redacted] said they never saw my car or even knew anything about it. Okay ... So my grandmother contact town fair tire and talked toDesired Settlement: Contacted Corrporate and they're repairing the vehicle .

Business

Response:

To Whom It May Concern;We are aware of the issue Mr. [redacted] had with our store. We sincerely apologize for his inconvenience. We have since made arrangements to have the vehicle repaired at his mechanic. If Mr. [redacted] has any further questions regarding the repair. Please have him contact Ryan at the store.Sincerely,Rich A[redacted]Town Fair Tire

Consumer

Response:

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

Sincerely,

Review: I am quite upset at the way your company conducted themselves in this business transaction. I own a class C motor home on a Ford E450 chassis. It is equipped with #6- 225 /75R 16 tires by Michelin. Because of lack of driving RVs like this are subject to dry rot. This was the case with my tires. I called the Brockton store and spoke to George. We made an appointment to have the tires installed on Thursday March 13 as they needed to get the tires from the warehouse by Tuesday or Wednesday. I called George on Wednesday to confirm the appointment for Thursday at 8 am and was given a sob story. He said that they have 5 in stock but he was not allowed to sell them to me as there was a recall on the tires from Michelin, but he has other brands available. I told him I will get back to him. I immediately called Michelin directly and told them of the situation, they said that Town Fair was misquoting the recall as this is the tire that is being sent out to the dealers to REPLACE the recalled units. I decided to try the store in Walpole as I liked the price of $219.00 installed. I spoke to Norm, again he said that he can get the tires from the warehouse and will be able to install them of Friday the 14th. He put me on hold to confirm the shipping from the warehouse. When he returned to the phone the story changed. Now the tires were not on the recall but he can only get 5 tires in time but the other problem was that he lacked the proper size hose and attachments to remove and reinstall the tires on the vehicle. He said he had the items on order but would not get them until Monday, so I said fine I will have them installed on Tuesday, again he balked. His retort was that he had another brand tire he could install immediately, which made me wonder what the real problem was. So I wound up having him ship the tires to North End Motors in Canton Mass. They have the same hoses and equipment as Town Fair but had no problem doing the work. But it cost me $ 256.00 more to have the work done and because they were installed outside of Town Fair the normal guarantees given by Town Fair did not apply to these tires. So being inquisitive I went back out to your site and low and behold the tires are no longer listed as they were but now you are told to CALL FOR PRICING. It is obvious that an error was made by your marketing team in properly pricing these tires to begin with and the error was not uncovered until the purchase was initiated by me.I dont know what my options are at this time but rest assured I will look into my options at the Revdex.com as well as The Attorney Generals office of Consumers Affairs as it has a strong appearance of BAIT and SWITCH. I have the print out of the original advertised pricing as well as the new pricing ad.Desired Settlement: I would like the difference of $ 256.00 refunded as well as the Town Fair Full Guarantees applied to this purchase and the rebate form from Michelin to be filled out and returned to me.If needed I have the copies of the ad I originally used to attempt the purchase and also the redone ad by Town Fair to show they had no intentions of selling the tires at the lower price.A simple bait and switch. Both salesmen attempted to switch me to a lesser tire after giving false reasons for not selling.

Business

Response:

We apologize for the inconvenience regarding the Michelin tires.My understanding is our regional manager Seth has communicated with you and will be refunding you an agreed amount. Thank you for bringing this to our attention.

Best Regards, Scott MacPhail VP

Review: I purchased 4 new tires from Town Fair Tire on 11/20/13 from store #[redacted] The reason I chose to do business with them is that they accept competitors' coupons. So I gave them their competitor, [redacted], coupon for $75 off a purchase of $400 or more, my purchase qualified. The salesman, #[redacted] took my coupon, photocopied it and gave me a copy of their "Non Manufacturer Sponsored Rebate Request Form" with all of the pertinent information filled in. Instead of issuing me the "rebate/refund" while I paid for my sale they promised me a check would be mailed to me within 2-3 weeks. I grew suspicious almost immediately. By December 20th, 4 weeks later I had no check. I stopped by store #[redacted] and one of the sales managers made a call to [redacted] (###-###-####) to check the status of my refund. He left what sounded to me like a detailed message full of my information and reiterated to me that: "you should have had your check by now." I waited until after the holidays, and still NO REFUND, and called that same number myself. In fact I called on 3 occasions: 12/30/2013, 1/6/2014, and 1/13/2014 each time I personally spoke with [redacted] and he told me my check would be in the mail "that Thursday". A check from CT should not take longer than 3-4 days to arrive in Mass. Town Fair Tire lied that they would rebate a customer and they are running a scheme. It is 1/18/2014 nearly 2 full months since I filed this Rebate Request Form on 11/20/2013 and still no refund.Desired Settlement: $75 rebate I was promised plus the installation of a tire pressure monitor they said they would do but never did while my vehicle was there for service on 11/20/2013.

Business

Response:

Please be advised that the refund was sent again last Thursday 1/30/14. Customer should have it by now. We apologize for any delay.

Regards, Scott MacPhail

Consumer

Response:

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

Sincerely,

Rochelle Mcfarland

Review: (There have been so many things that went wrong during my call/visit to your Quincy shop. First off is that I ordered my tires from your representative [redacted] over the phone ([redacted] and there were ONLY 4 left. They told me it will arrive in 2 days. This was before the big snow storm hit. I called them 2 days later to verify if it arrived, they told me that the shipment was cancelled. Good thing I called, or else I would have went all the way there to find out it hadn't arrived. If it was cancelled, they should call the customers and tell them there is a delay.Second problem, now the tires are supposed to arrive 2 days later on a Monday. I told them I would be there to get it mounted. When I arrived on Monday, another associate told me he ordered the SAME set of tires for another customer and that they came and already mounted it. How can 2 associates order the SAME set of tires in the system? I have no idea, you guys must have some outdated systems for this error to occur. This has got me so frustrated, [redacted] offered me a narrower size which I told him I will call back to see if I wanted them.I called back the next day and ordered them, it would arrive in 2 days, and I will be there on Saturday to pick them up. When I arrived, I was very happy that they did not sell these set of tires to someone else. [redacted] told me he would give me 110 for the tires instead of 125, which I thought was an okay deal, 60$ is better than nothing. The problem now, is that he asked me if I wanted Wheel Balancing and Alignment, but he did not give me a total price. When he told me it was 509$ and I payed for it, it seemed fine. Problem came when I checked my statement a couple days later and I was charged 593$. I was charged for Balance, alignment, stock recommended alignment (what is that?) and VALVE STEMS. That is not even the last of my problems, but I'm running out space to write this. This is not how a business should be ran. I work sales too, and this has to be the worst time I've ever had.Desired Settlement: I'm not exactly looking for a compensation (although that would be nice), but I want to bring it up to your attention and for you guys to fix this problem in your stores. I have read many other reviews (just look at yelp) and just how bad the service is. This is unacceptable in this kind of market, with so many other choices. From one customer, you could easily lose thousands of dollars. If someone post a bad remark about your company on social media, imagine how many customers you could lose.

Business

Response:

We sincerely apologize and will address the deliver and communication issues with this location. I also will see to it we refund the 49.00 alignment fee as it was apparently not explained proerly to you at the time of the sale. We will send a check from here in the home office. Thank tou for your feedback.

Regards, Scott MacPhail VP

Consumer

Response:

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

Sincerely,

Alan Wong

Review: Original complaint stems from April 30th 2015. Attached below is the most recent letter that were sent to Mr. Neil M[redacted].

Along with letter I included the email correspondence with Mr. Rich A[redacted]. and photos showing the damage to my wheels Mr. A[redacted] agreed to restitution of 700.00 from the estimate given to him for the repairs. Nothing has happened. I feel at this point this is my next option.

Regards,

Town Fair Tire Centers, Inc.

Dear Mr. Neil M[redacted],

On April 30th of this year had a set of 4 tires put on my 2011 [redacted]

at your [redacted] location. The customer service representative Dave was fantastic. At the time of the purchase I, and Dave discussed that my [redacted] was in mint condition with only 24M miles on it, and did not want any scratches on the truck itself, or on my stock [redacted] wheels. Dave assured me that no marks at all would happen….

After picking up my truck that evening. It was dusk. The next morning I was getting gas, and I noticed that one of my wheels had chips on it, at that point I walked around the vehicle and noticed all my wheels had scratches and chips. As you can imagine I was extremely disappointed with the outcome of this from Town Fair Tire.

This happened to be the first time I used Town Fair Tire for one of my vehicles.

Mr. M[redacted], I am reaching out to you with this due to my correspondence with Mr. Rich A[redacted] (please see enclosed copies of the emails) I sent Mr. A[redacted] pictures (also enclosed) along with the estimate (also enclosed) to repair the wheels. Mr. A[redacted] stated on May 22nd after reviewing the pictures that I would be reimbursed for the damage. This has been going on way to long. We are now going into August and feel that I have been more than patient.

Mr. M[redacted], I own a company as well, and always make customer service, quality in workmanship and follow-thru my number one responsibility. I would appreciate your assistance in handling of this matter. Looking forward to hearing from you.

Regards,

[redacted]Desired Settlement: Payment of the 700.00, so I can get my wheels repaired.

Business

Response:

To Whom it may concern;We sincerely apologize for the issue Mr. [redacted] had at the store with the wheels. In my last correspondence on 5/22/15 I offered to cover the repair either through reimbursement or paying the shop directly. Unfortunately I haven't received any correspondence from Mr. [redacted] after that. At this point as offered we will gladly pay the repair facility directly or reimburse him for the repair. Please have him contact me at [redacted] ext. [redacted] to make arrangements for payment.Sincerely,Rich A[redacted] Town Fair TireCustomer Service

Review: On the [redacted] Town Fair Tire website it states:"Lifetime Winter Tire Change-OverIt's almost the winter season and that means it's time to swap out your summer or all-season tires for reliable winter tires. As a valued customer at Town Fair Tire, you are entitled to our free lifetime winter tire changeover service. Whether you buy your tires with us or not, this service is still completely free for you.Let us take the strain of the winter tire changeover off of your back. If you need winter tires on your vehicle please come pay us a visit at any of our 87 Town Fair Tire store locations throughout [redacted] and [redacted]."This is false advertising. They charged me $40.00 for the changeover. At first they said it wasn't free because I didn't buy the 'wheels' there and on my way out they said it was for balancing the tires. Either way, it wasn't free. This is false advertising because if it was "completely free" as stated above I would have paid nothing.I questioned them on this twice - at first when paying and then again when I left after noting the green sign hanging right in front of me that said FREE WINTER TIRE CHANGEOVER SERVICE.Don't advertise that it is free unless the customer does not have to pay anything for it.Desired Settlement: I would like them to give me my $40.00 back - without me having to go in to their business because I already have wasted enough of my time there.Thank you.

Business

Response:

We sincerely apologize for the Mr. [redacted] confusion on our snow tire change over policy. The snow tire change over itself is completely free as advertised. It included mounting and demount the tire on and off the wheel and the tire and wheel assembly on and off of the vehicle. The service does not include balancing or valve stems. We offer a discounted price to our returning customers of $40.00 for the balancing and valve stems on all 4 tires. Though recommended this services is not mandatory. The store should have presented this as an option we apologize if this wasn't the case and we will be sure to address this with the store. At this point we will gladly refund Mr. [redacted] for the services. Please have him contact me at [redacted] ext. [redacted] to make arrangements for the refund.Sincerely,[redacted] Town Fair Tire

Consumer

Response:

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

Sincerely,

Review: Town fair installed tires on my dog show handlers vehicle Ms [redacted] They did not tighten the lug nuts and while she was traveling with show dogs home from the dog show the day after the installation the tires disengaged from the vehicle causing her box truch loaded with dogs to go off the road do physical damage to her truck. she had to be towed, secure a hotel room get repairs and tires installed. Towne fair is not planning to reimburse for thisDesired Settlement: Townefair to reimbures Ms [redacted] all her expenses

Business

Response:

We are aware of the unfortunate incident that occurred with [redacted] 's vehicle. We apologize for any inconvenience that she has experienced. However after an investigation of the incident by us and our insurance company we are unable to take responsibility for 2 reasons. The first being it is an industry standard for all dual rear axel vehicles to return for a torque check after service. We ask that our customers with these vehicles return at 25 miles after service and again at 500 miles. The rear wheels on these types of vehicles are notorious for coming loose. The store made Ms. [redacted] of this procedure and she acknowledges that she did not return for the first re-torque and planned on coming in for the second mileage torque check though she was over the mileage for that check as well. The second reason is we are not the last party to touch the vehicle. Ms. [redacted] had stated that another shop did an inspection on the vehicle after we serviced it and she had assumed that they checked the torque for her. Also during to inspect the brakes on that type of vehicle, the rear wheels on at least one side would need to be removed. So with that said though we do apologize for the issue Ms. [redacted] experienced with her truck however we are unable to take responsibility for the issue. Sincerely,[redacted]Town Fair Tire Customer Service

Review: Went to town fair tire Chicopee, ma and dealt with [redacted] When I arrive to get my pre-ordered tires put on it was discovered that they were the wrong size. I then had them order the correct size. After I arrived back home I called their competitor city tire whom offered me hankook tires for only twenty dollars more than I had already paid to town fair tire. I called Town fair tire to cancel the order and they offered me to honor the same price and go pickup the tires so I agreed to that. I went, got the tires installed and upon arrival home discovered that they put an inferior tire on my car NEXEN CP672'S. This was a clear case of bait and switch.Desired Settlement: I expect to get full refund on what I have paid so I can go purchase the tires elsewhere.

Business

Response:

TOWN FAIR TIRE CENTERS, INC.

480 COE AVENUE • EAST HAVEN, CONNECTICUT 06512 • ###-###-#### • FAX ([redacted]

October 10, 201 3

Attn: Maureen Shea

Better Busi ness Bureau of CT Re: [redacted]

Fax: ###-###-####

Ms. Shea,

Unfortunately the online system isn't working currently so I am faxing you our response. We are writing in reference to Ms. Carolyn Blumenstein, complaint number. We apologize for Ms. Blumenstein'5 inconvenience overall. The tires that Ms. Blumenstein had requested were unavailable at the time of her appointment. [redacted]in our Chicopee location had explained this and heavily discounted another set of tires for her. We will gladly take the tires back towards any tires she would prefer. She would just have to pay the difference in tire price if any. There would be no charge for labor. We have already forwarded this to [redacted]and he will be contacti ng Ms. Blumenstein to explain this offer.

If you have any questions or concerns, please contact me at the information provided below. Thank you for providing us with the opportunity to work with this customer on his concerns.

Sincerely,

Town Fair Tires, Inc.

Customer Service Coordinator

Rich Allen

###-###-####

ext. 213

Review: On March 28, 2014, I had four new tires installed at the Town Fair Tire store in [redacted] under Invoice No. [redacted]When I returned home, I noticed the invoice included the following statement:"Attention Customer: We gave you the voluntary tire registration form. You must mail the form for the registration to be valid."I DID NOT receive any such form. Aside from the invoice identified above, the only other documents I received were an informational form titled "Tire Maintenance Program" and a sheet of paper containing the results of the front and rear alignments.I have sent two emails to Town Fair Tire headquarters in East Haven, CT but have not received an acknowledgment, let alone a substantive reply. I sent the emails to the address specified at their website: [email protected] The first email was sent on March 29 and the 2nd was sent on April 13.Desired Settlement: I wish to receive the tire registration form referred to on the purchase receipt so that I can register the tires I purchased.

Business

Response:

Dear Mr. Ryan,

We sincerely apologize that you did not receive both a response from us regarding your email and the registration card which should have been handed to you when the tires were installed. I will see to it the registration card is mailed to you today. The voluntary registration is not a warranty. It simply registers the tires under a federal program and is designed to inform you in the event of a recall. Your warranty is through us and continental. Thank you for your business.

Review: My husband, seeking all season tires for his all wheel drive car after a blowout in December, bought the specific "all season tires" that the Town Fair salesperson in Fairfield, CT recommended. When the car slid in the first snow storm, my husband began to wonder. When he lost total traction in Vermont-- including getting stuck in a driveway and having a near miss sliding near a cliff-- he went to the tire manufacturer's website to discover that the tires sold to him were SUMMER TIRES. When my husband called Town Fair from Vermont, he was told to bring the car in on Monday and they'd take care of replacing the tires with proper all season ones. Stephen, the manager I spoke to when I brought the car in on Monday after our vacation, told me "we consider the ones you bought all season." No apology, nothing. And, yes, they'd have to order the correct tires and I'd have to come back. Jon, the next manager, admitted that the tires we bought were summer tires. While apologizing, Jon chastised us for listening to a salesman who "hadn't worked there long."After a near miss with the cliff and stuck in a driveway during a vacation, we are less than pleased by the salesperson's major mistake and the unprofessional way we were treated by the managers and [redacted], the VP of Customer Service at East Haven headquarters, when we brought the tires back.Desired Settlement: Improve training for salespeople -- wrong tires can cause harm to people and property. Improve customer service, when employees have sold the wrong tires.

Business

Response:

Dear Elise,

We sincerely apologize for poor level of service you received from our Fairfield store. I will see to it refund the difference you paid on invoice # [redacted] We appreciate you bringing the issue to our attention.

Sincerely, Scott MacPhail VP

Consumer

Response:

We appreciate and accept your offer to refund the difference (as I had requested in my phone conversation with [redacted] on 12/24/13.) How will this money be returned to us?

Still, after a botched precious week of vacation with our out of town family and two days screwed up from work to get the replacement tires-- let alone the scary times and near misses we had with those tires in VT snow-- we feel lousy about our experience with Town Fair Tire in Fairfield.

We had been good customers here for decades!

Elise Epner & Irwin Feintzeig

Review: my husband went to town fair tire and purchased new tires in the sum of $589.55 total including all the ad ons that they talked him into purchasing. my car went in w/ no exhaust issues what so ever. my husband left and on the way home my whole exhaust fell off dragging on the ground and in the pouring rain my husband had to pull over and tie my exhaust up w/ coat hangers.called town fair tire twice and eventually the manager [redacted] returned my call. I didnt expect anything different from [redacted] of course he was defending"his company."he went on to say that his mechanics dont touch the exhaust my point was that my car went in w/ no exhaust issues at all and now my exhaust is ruined.the whole conversation was him defending the company and his mechanics.he offered me no assistance and was in no way remorseful also hanging up on me.I then called the headquarters to file a complaint spoke w/ [redacted] who again defended the company of course its never the other guy. who informed us to take the car to a certified mechanic and if the mechanic finds town fair tire at fault they would reimburse us.Desired Settlement: I would like to be at least partially reimbursed for this. my husband broke down w/ this car after it being serviced at town fair tire. he broke down on the road in the pouring rain which is a very dangerous situation.

Business

Response:

When the customer called in to customer service we asked that they see their mechanic to evaluate the exhaust issue. To date we have not heard from the customer. The scope of our work does not touch the customers exhaust system If we are responsible we will cover the cost of the repair. If it is a wear and tear issue or age issue that is not our responsibilty. You are welcome to call our customer service department when the mechanic makes his evaluation.Regards, [redacted] VP

Review: I purchased two packages of winter tires ([redacted]) including rims, sensors, bolts, etc. with the understanding that they came with a "30 day satisfaction guarantee" and a "30 day test drive guarantee". Both of these "guarantees" are prominently displayed on separate large signs in the store. I was also verbally told that if I had any problems with the tires that I could "just bring them back". When I went back to the store to return these packages (after having had numerous problems with the tires on both cars) I was told that the packages could not be returned and that no part of them could be returned, not even just the tire component. The only thing I could do was to replace the tire portion of the package, with another type of tire and pay the difference, and that there were no other types of winter tires available for one of the vehicles. Consequently, I was charged extra to switch the tires to, in one case, a different brand of winter tires, and in the other case, to all season tires. I do not believe that this in any way, shape, or form constitutes a satisfaction guarantee. I believe any fair expectation of the term "satisfaction guarantee" implies that if you are not satisfied, then you will be refunded in exchange for returning the item. I believe this is even more the case, when the seller can not, or is unwilling to, provide another type of winter tire at all.Desired Settlement: I would like both winter tire packages refunded in full. Failing that, I would at least like the winter tire package where the seller could/would not provide any alternative winter tire, refunded in full.

Business

Response:

Dear Mr [redacted], In the size you are referring to we have a [redacted] winter tire we can make a even exchange for you. It is made by [redacted] Tire. It is an excellent winter tire. I can instruct our store to swap that tire at no charge to you. We apologize for the issues you are experiencing but make that swap in the [redacted].Thank you, [redacted]

Consumer

Response:

Review: [redacted]