Zisser Tire Company

After attempting to perform an alignment on the customers vehicle it was determined that whoever had replaced tie rod ends on the vehicle had incorrectly installed a tire rod on the vehicleThis particular vehicle has inner and outer tie rods on it that look exactly the same as each other, the difference being that they are equipped with right handed threads for one and left handed threads for the otherIt was determined after multiple attempts to get the “toe” setting adjusted that the individual that had replaced the tie rods had installed tie rod with the incorrect threads in the wrong position making setting the “toe” adjustment impossible to set on the vehicleWhen this was determined to be the cause as to why it was taking so long to get a successful alignment on the vehicle it was then brought to the customers attention which he seemed to have a hard time understanding, and kept telling us that they are new parts to which we responded that we understood this, but that they had been installed incorrectlyWe offered to remove and re-install them correctly, and that there would be a charge to do soThe customers exact words were “Why would I pay you to do something I already paid my mechanic to do?” We explained that a successful alignment could not be achieved until this was corrected and that driving the vehicle in such a way would cause rapid, adverse, tire wearThe customer declined proper repairs and left with the vehicleThe customer made the choice to continue driving the vehicle which could not be properly aligned and therefore wore out the tires, then returned to us after he wore out the tires demanding compensationThis customer has stated himself : “I’m very aware of wear and tear, alignment, etc, I’m knowledgeable about cars.” He, more so than a customer that is not familiar with these things, should then know that no amount of driving should be done on a vehicle that has just had steering components replaced and not been properly aligned, but he did so anywayWe do not believe that we are responsible for this customers neglect to correctly repair his vehicle especially when he was informed what was going on with the vehicle and what would happen if he did not correct the situation Thank you Zisser Tire

The customer arrived on 8-30-17, getting here after we had taken in multiple other customers vehicles and it was explained to them that they would have to wait their turn in line, behind people that had gotten here before they did, as it is only fair to those customers who were here prior to this
customerSo this is why it took over hour to get the vehicle in and serviced for a job that takes approximately minutes to perform, which is how long the vehicle was actually in the shopminutes. As the customer was being checked out for the service we provided, they were advised that the tires on the left side of the vehicle were also in need of replacementWe offered to have a service advisor accompany them out to their vehicle to look at the customers tires on the left side of the vehicle and to show them why they too were in need of replacementThis is when the customer started to insist that their tires had been “stolen” and made the claim that we happened to have the exact same brand name and size that they currently had on the vehicle, and that we took the extra time to remove theirs and put on some worn out tiresWhen it was explained to the customer that this did not occur, the customer stated that they had photos of the tires on the left side of the vehicle prior to us servicing the vehicle and when we asked to see them the customer refusedThey then took it upon themselves to go into the shop and yell at employees about who stole their tiresAt this time the customer was asked to leaveA review of the security camera footage inside the shop while the vehicle was being serviced, showed the tire technician perform the service requested: used tires installed to right side of the vehicle, he then pulled the vehicle out of the shop when doneAt no time were the left side tires removed from the vehicle. The customer then called up and talked to the manager with the same complaintThey were invited back to the shop so we could show them the video footage of the technician working on the vehicle, and they refused to do soWe believe that this customer is trying to run a scam and we will not be a party to this Zisser Tire

Initial Business Response /* (1000, 5, 2016/01/11) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@ztire.com
The customer first called wanting his tires warrantied sight unseen and it was explained to him that he would need to bring the vehicle in so we
could inspect themHe brought in one wheel with the tire on itUpon inspection of the tire & wheel assembly it was noted that the rim has multiple cracks on the inner lip of the wheel, which will cause air lossThe inner edge of the tire is worn away to a bald condition where the rest of the tire has considerable tread remaining, this indicates a mis-alignment issueThis determination was based on 25+ years in the tire industry, having multiple certifications from multiple tire manufacturers, having been trained to make these assessmentsBased on these observations the customer was informed that the issue with his tire was not a manufacturer defect, but a combination of the afore mentioned conditions and would not be covered under the manufacturers warrantyHaving reached this determination the customer did not agree and was told we would send a photo of the tire to the manufacturer, Atturo, to get their opinion on the tire and Atturo came to the same diagnosis of the tires issue that we didThis information was passed along to the customerThis tire's failure is not a defect in material or workmanship and therefore not covered under the tires manufacturer warranty

Please see attached

After attempting to perform an alignment on the customers vehicle it was determined that whoever had replaced tie rod ends on the vehicle had incorrectly installed a tire rod on the vehicle. This particular vehicle has inner and outer tie rods on it that look exactly the same as each other, the...

difference being that they are equipped with right handed threads for one and left handed threads for the other. It was determined after multiple attempts to get the “toe” setting adjusted that the individual that had replaced the tie rods had installed 1 tie rod with the incorrect threads in the wrong position making setting the “toe” adjustment impossible to set on the vehicle. When this was determined to be the cause as to why it was taking so long to get a successful alignment on the vehicle it was then brought to the customers attention which he seemed to have a hard time understanding, and kept telling us that they are new parts to which we responded that we understood this, but that they had been installed incorrectly. We offered to remove and re-install them correctly, and that there would be a charge to do so. The customers exact words were “Why would I pay you to do something I already paid my mechanic to do?” We explained that a successful alignment could not be achieved until this was corrected and that driving the vehicle in such a way would cause rapid, adverse, tire wear. The customer declined proper repairs and left with the vehicle. The customer made the choice to continue driving the vehicle which could not be properly aligned and therefore wore out the tires, then returned to us after he wore out the tires demanding compensation. This customer has stated himself : “I’m very aware of wear and tear, alignment, etc, I’m knowledgeable about cars.” He, more so than a customer that is not familiar with these things, should then know that no amount of driving should be done on a vehicle that has just had steering components replaced and not been properly aligned, but he did so anyway. We do not believe that we are responsible for this customers neglect to correctly repair his vehicle especially when he was informed what was going on with the vehicle and what would happen if he did not correct the situation.   Thank you   Zisser Tire