Goodyear Tire & Rubber Company

Initial Business Response / [redacted] (1000, 10, 2015/05/01) */ Called the customer to find the exact location of incidentCalled the location and spoke to the managerManager will call customer to apologize and offer a free oil change Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/05/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ [redacted] RE: [redacted] # Consumer Relations Claim # [redacted] We are in receipt of your recent letter to advise us of Mr [redacted] 's complaint Our goal at Goodyear is to have satisfied customers, and claim evaluation and payment decisions are, therefore, not taken lightly Mr [redacted] 's Consumer Relation's claim was thoroughly reviewed and the decision as to compensate him $for customer good will has been accepted as resolution If we can be of further assistance, you may contact us during business hours at [redacted]

Initial Business Response / [redacted] (1000, 10, 2015/05/14) */ Reached a decision with customer -- [redacted] , to reimburse her back her first visit--$and she is responsible for her second visit--$She agreed and said this would resolve this complaintRequested check to be sent to her in the amount of $ Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/05/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response

Initial Business Response / [redacted] (1000, 10, 2015/06/02) */ I have talked to our Just Tires involvedThey are denying they did anything wrongThey handled per the RMA (Rubber Manufacturers Association)guidelines.: Tire Repair Knowing the difference between a proper tire repair and an improper tire repair could be critical to vehicle safetyAn improper tire repair could pose a safety hazard to you and your family and could also affect a tire manufacturer's warranty One key process in a proper tire repair is removing a tire from the wheel to inspect any damage that may occur to the inner liner of the tire RMA offers tire dealers and automotive repair outlets a detailed wall-chart for proper tire repairsAmong the criteria to perform a proper repair are:Tire Repair Repairs are limited to the tread area only Puncture injury cannot be greater than 1/inch (6mm) in diameter Repairs must be performed by removing the tire from the rim/wheel assembly to perform a complete inspection to assess all damage that may be present Repairs cannot overlap A rubber stem, or plug, must be applied to fill the puncture injury and a patch must be applied to seal the inner linerA common repair unit is a one-piece unit with a stem and patch portionA plug by itself is an unacceptable repair Below you will find a number of resources that can help understand the proper puncture repair procedures for your tires And also, because the vehicle is AWD and had low tread, they would have suggested replacing all tires Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/06/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The people never even pulled my car into the service bayThe diagnosis of the problem was superficialThe real motivation was the AWD nature of my vehicleThe idea was to find a reason not to repair my tire so they could sell me four new onesKnowing that the puncture was in the center of the tire and not a sidewall issue, I didn't go for their assertionBesidesHow could they even have diagnosed the problem correctly since they never pulled my car into the service bay? Final Business Response / [redacted] (4000, 14, 2015/06/11) */ We're sorry that this customer disagrees with our responseOur locations follow the RMA guidelines which are industry standards that all reputable repair facilities followThey did not charge this customer and they also do not need to pull the car in to check tires w/ obvious road hazards and to check the tread depths

Initial Business Response /* (1000, 6, 2015/06/17) */
We received the customer's complaint and we are waiting to get a copy from the paperwork of additional work customer needed to get done in order fix his starting issue
Today we contacted customer a second time since he never sent us the
paperwork of local mechanic which is needed in order to be able to review customer's complaint

Good Afternoon, Paul, The above referenced complaint was sent over to Goodyear on 11/27/17, and we haven’t had a response. You may be able to locate it in your system. I am going to resend it to you just in case, but would ask that someone take a look at it as soon as possible. Thanks for your help!...

  [redacted], Dispute Resolution Coordinator Revdex.com Centralized Complaint Services [redacted]
[redacted] p: [redacted]

Initial Business Response /* (1000, 10, 2015/10/27) */
I have told Mr. M[redacted] more than once to go ahead and get the nitrogen service done and submit an invoice to me for reimbursement. We have no means of authorizing this prior to him going. He would need to pay for the service and send in his...

invoice showing this and we would reimburse him back. We just cannot pay upfront.
Initial Consumer Rebuttal /* (3000, 12, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I should not have to pay out of pocket for a mistake their people made, the Goodyear store could call [redacted] Chevrolet and schedule an appointment for my truck to be refitted with nitrogen. they can pay for it. I didn't make the mistake. now my tires are not going to be maintained properly due to this litigation process. basically they get to treat customers as they please and no one is held accountable.

Final Business Response /* (4000, 14, 2015/11/11) */
Talked to store mgr., and found out that they do have an account with [redacted] Chevrolet. They will pay for the nitrogen this time. Called customer back to discuss. He is satisfied now and says we can close the Revdex.com complaint.
Final Consumer Response /* (2000, 16, 2015/11/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They did do as I asked to begin with. Thank you.

Initial Business Response /* (1000, 10, 2015/05/01) */
Called the customer to find the exact location of incident. Called the location and spoke to the manager. Manager will call customer to apologize and offer a free oil change.
Initial Consumer Rebuttal /* (2000, 12, 2015/05/04) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)

Received via email:
Good afternoon [redacted],
I spoke to Mr. [redacted] explained to him that his vehicle requires many repairs but as a goodwill I would refund $215.00 back to him.
He has accepted and case is now...

closed.
Thank you,

Carol G[redacted]
Consumer Relations
French Canadian CSR
Goodyear Tire & Rubber Co.
[redacted]
[redacted]

We are in receipt of your recent letter to advise us of the customer’s concern.   Our goal at Goodyear is to have satisfied customers, and claim evaluation and payment decisions are, therefore, not made lightly.   We have been in contact with the customer. And at this time waiting to...

receive all documents pertaining to the concern to review.

Initial Business Response /* (1000, 5, 2016/03/24) */
Ms. M[redacted]'s complaint was turned over to our Proper Damage Claims Department on 3/8/16. She will need to contact them directly regarding her concern at [redacted]. They will not be back in the office until 3/28/16.
Initial Consumer...

Rebuttal /* (2000, 7, 2016/04/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
it is acceptable and I have gotten a clear explanation as to the terms.

Initial Business Response /* (1000, 5, 2016/06/17) */
I obtained a copy of Mr. J[redacted]'s online order confirmation and forwarded to our redemption center to process the $140.00 rebate he qualified purchasing the Assurance Comfortred Touring model tire on the Goodyear CC.

(The consumer indicated he/she ACCEPTED the response from the business.)

Our store followed Company procedures by inspecting this vehicle and marking down any pre-existing damage (in this case the driver side bumper was cracked).  The customer was parked in such a way that no one in the parking lot could have hit it.  The store also states the damage did...

not appear fresh as there was road salt and debris in the damaged area.  We must respectfully decline to assist customer with this matter.

We have reviewed this complaint. Our Goodyear Auto Service Center did not intentionally put screws in 2 of the customers tires in attempt to make a sale. The customer did not have Goodyear tires on her vehicle and did not replace them with Goodyear tires. Therefore, we are not able to offer the...

customer any assistance. We are considering this claim closed.

Our investigation into this customer's complaint resulted in a finding that General Motors has issued a bulletin, #PIC6055B (attached) which addresses the issue that they are having.  We respectfully advised that they address the issue with GM, as Goodyear did not cause the problem or do...

anything to their center stack display.  Thank you for allowing us to address this complaint.

I have reached out to the customer and we are refunding her $205.00 for the towing and impound bill. Customer was happy with the outcome.

(The consumer indicated he/she ACCEPTED the response from the business.)
The issue was resolved to my satisfaction, as I requested a reimbursement of the towing tee.

I have spoke to the customer. I have offered to refund the customer $45.00 that they paid to have the tires balanced at their dealership. We have also replaced a tire at our Goodyear Auto Service Center on 7-14-16. I advised the customer if they have any other issues to reach out to me...

directly.  We are considering this claim closed.

Initial Business Response /* (1000, 10, 2016/06/16) */
Our store replaced the serpentine belt that broke and the tensioner kit. It is unknown why his a/c compressor stopped working but it was replaced at no cost to customer. At no time did we do any work on this vehicle that would have caused a...

problem with his transmission, ignition switch, or the other issues noted in this complaint. As a courtesy we made a $1,000 good will offer to the customer for half of his transmission replacement which he refused.
Initial Consumer Rebuttal /* (3000, 12, 2016/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Goodyear is focusing on the results and not the cause of our problems. Let's go back to 4/27/16. This was our last alignment of a three year contract. When the alignment was done, the sales person, I think his name was Richard, came up with a list of things that he felt needed to be done on our vehicle. At this time Goodyear was aware that we were leaving for a 6,000 mile trip the following week. The total work came to $870. Please note that I only wanted to be compinsated for the serpentine belt and the tensioner kit which cam to $382.88.
Now let's get to, what I believe to be the crux of the problem! At the time Richard showed us the work to be done, the tensioner kit was the most expensive item on the list. Richard felt that it was imperative that we put in the new tensioner kit, as he felt the new serpentine belt might not be compatible with the old tensioner kit. He went on to say if the serpentine belt were to break that all major accessories would stop working: power steering, alternator/generator, AC compressor, radiator cooling fan, ware pump,etc. He basically put the scare in us, and we felt that we would be crazy not to put the new tensioner kit in. We agreed, and walked around for the next three hours, waiting for there call, to tell us that the work had been completed. They called and we returned around 4:30. At this time we were told that all the work had been done, except the new tensioner kit, which they found it was not in stock....They told us that it was o.k. to drive the car home, with the old tensioner kit, and to come back the next day when they had the new part.......After warning us at great length as t what could happen if the belt broke, because of the incompatibility with the old tensioner kit, they sent us home. As I've already stated, they never even took the car for a test drive to see if there were any problems with the new belt, before sending us on a 20 mile drive down interstate 75, where the avg. speed is 70!! I can't even imagine what would have happened to us if thr belt broke on the interstate. Not being able to stear your car, no hazard lights, car drops from 70 to 5mph, and so on.
If as Richard had previously stated, there was the potential for all these things to happen with the old tensioner kit, then why in God's name did Goodyear let us drive the car home in the first place. Why not get us a rental car and keep our car overnight? We could have easily had a friend come and pick us up, but no, they told us it was o.k. to drive the car home. Is no one responsible for putting us in harms way, knowing full well of the potential problems that could result with the incompatibility of the new belt and the old tensioner kit!
Goodyear claims that they are not responsible for the work that we've had done on our car. If Goodyear had not let us drive home without the new tensioner kit, then the serpentine belt would not have broken, and I would not be pursuing this complaint.........Goodyear made a big mistake and refuses to own up to there responsibility in dealing with me, the customer, who is not happy.
For the record, I feel Goodyear is responsible for all my costs associated with the broken belt, which could have been easily avoided........When the belt breaks and the water pump stops working, the engine will overheat, without coolant circulating, causing engine damage. According to AA1 Car.com, diagnostic and repair help: These are the possible consequences of engine overheating. Once your engine begins overheating, it may start to detonate. It may and can damage rings,pistons, and or rod bearings. Cylinder damage can occur, vales can be damaged. You can blow a head gasket. Overhead cams can seize and break, on so on.
As I've already stated, no one knows how hot the ebgine got and no one can tell you how much damage was done to the engine. Even after the transmission was put in, Hyndais top master mechanic was not sure that all of the mechanical problems had been solved, and there was no guarantee that we wouldn't encounter further problems on our trip out West.
All I'm sure of is that we've paid for work to be done on our car, which resulted from the fact that Gooyear never should have let us drive home with the old tensioner kit in the first place, especially after warning us of the potential problems of doing so in the first place, and than telling us it was o.k. to drive home.
To make matters worse when we decided to trade our car in, because we were afraid to drive it across country, we got $5,500 for our trade in. The blue book value was $5,400-$6,300. So we just lost the $3,800 we put in to fix it, as it made no difference on the trade in. $2,700 of which was the direct result of the broken belt. We've lost all around since the dreaded day we stopped at Goodyear for nothing more than a routine alignment.
My attorney told me that it's possible to get the value of our trade in back in small claims court. I'm aware that the max is $5,000. It's inconceivable to me that the financial and personal pain you've caused my wife and I is not worth the $2.700 we have asked for. Woody&Elaine B[redacted]
Final Business Response /* (4000, 14, 2016/06/20) */
While we understand Mr B[redacted]'s disappointment with our decision, we did not cause the damage that he believes we did. Our position must remain that we're unable to offer anything other than the $1,000 goodwill offer he has declined.