Goodyear Tire & Rubber Company

We are in receipt of your recent letter to advise us of the customer concern.   Our goal at Goodyear is to have satisfied customers, and claim evaluation and payment decisions are, therefore, not made lightly.   The customers claim was thoroughly reviewed. And as a goodwill we have...

offered to refund $469.89 to the customer upon a finalized paid invoice for the current repairs needed.   If we can be of further assistance, you may contact us Monday - Friday 8:30am - 5:30pm est. At 1-800-321-2136.

Initial Business Response /* (1000, 6, 2016/05/24) */
We are in receipt of your recent letter to advise us of the customer concern.
Our goal at Goodyear is to have satisfied customers, and claim evaluation and payment decisions are, therefore, not made lightly.
The customers concern is being...

addressed and handled within store. The store had attempted to contact the customer several times. And left messages. The store had not received a call back.
We have spoken to the customer today. He will follow p with the store manager. In regards to how he wants the rims repaired. As a goodwill the store will take care of the rims and setting
this up. Once the customer has contacted them.
Initial Consumer Rebuttal /* (3000, 8, 2016/05/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were not contacted several times I did finally speak with Steve he is addressing this. Nothing has been settled with the rims yet, they are trying to fix them. They have agreed to refund my $142.00. I do not want to say this is settled until everything is done
Final Business Response /* (4000, 10, 2016/06/01) */
We are in receipt of your recent letter to advise us the consumers concern.
Our goal at Goodyear is to have satisfied customers, and claim evaluation and payment decisions are, therefore, not made lightly
The rims have arrived back to the Goodyear store today. The store manager has contacted the customer and notified him. The customer will be stopping in to pick them up. As a goodwill the store will be refunding the customer $142.00 for the tire installation.
Final Consumer Response /* (2000, 12, 2016/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It has no been settled

Customer was contacted and his request to be refunded $316.95 is being processed.

I called and spoke to the customer regarding his complaint. Walmart has refunded him the $42.00 for the tire installation. Customer is upset with the quality of the product itself. I informed the customer that I will file the complaint here with us and he was happy with that. We are closing...

this claim.

Initial Business Response /* (1000, 10, 2015/09/16) */
Contact Name and Title: Jennifer Consumer Relatio
Contact Phone: [redacted]
Our Highland Village Goodyear Auto Service Center refunded Mr. [redacted] the State Inspection fee and apologized for their error. Ball joints are not part of the...

state inspection process and they sighted they should not of failed the customer's vehicle, instead, only informed him of the problem. This concern has been addressed by Goodyear upper management. We're unable to honor Mr. [redacted]'s request to replace his ball joints at no charge due to our location not being responsible for the part failure.

Initial Business Response /* (1000, 5, 2016/02/16) */
Received from business via email on 2/15/16:
Good morning David,
Mr. W[redacted] was advised that there is nothing wrong with his tires at this point. we also advised him that once the tires reach a tread depth of 4/32 we would assist him on...

the mileage he has received on a goodwill basis. Also there is no treadlife warranty on his tires as they are OEM original equipment tires. I copied the warranty language from our Tread Life Warranty.
"How will Tread Life Limited Warranty charges be calculated?
Driving habits, road conditions, driving conditions and vehicle maintenance are all factors that contribute to tire wear. If your tires do not reach the miles/kilometers listed in the Tread Life table and meet with all the terms of the Tread Life warranty (read below), the tires will be replaced as follows: If the tread wears evenly down to the treadwear indicators (worn to 2/32") before delivering the warranted mileage, the tire will be replaced on a prorated basis, if the original invoice is presented showing the vehicle mileage when the tires were originally installed.
EXAMPLE: If your tire had a tread life limited warranty of 80,000 mi. (130,000 km) and delivered 56,000 mi. (91,000 km) prior to wear-out (down the 2/32"), the tire will be replaced for 70% of the advertised selling price of the comparable tire at the time of adjustment. If the price of the new comparable tire is $130, the cost to you would be $91, plus any additional charges such as mounting, balancing and any other applicable taxes and government-mandated charges.
The Tread Life Limited Warranty applies only if you are the original purchaser and the tires have been used only on the vehicle on which they were originally installed, according to Goodyear or the vehicle manufacturer's recommendations.
However, the Tread Life Limited Warranty does not apply to tires:
Used in commercial applications including, but not limited to, police, taxi service, national account, government, and contract sales
Supplied as original equipment
Installed on any vehicle other than the vehicle on which they were originally installed
That after leaving the producing factory have had the tread pattern altered in any manner such as, but not limited to, siping, carving, shaving, or having any material applied to the tread surface
You must retain your original tire purchase invoice (see the second bullet under Owner's Obligations) for Tread Life Limited Warranty consideration."
So at this time we will not be replacing his tires.
Thank you,
Carol G[redacted]
Consumer Relations

We are in receipt of your recent letter to advise us of the customers concern.   Our goal at is to have satisfied customers, and claim evaluation and payment decisions are, therefore, not made lightly.   The customers Consumer Relations claim is currently being reviewed. We have...

referred the customer to another shop for inspection of the noise and brakes.   Once we receive an update on the findings. We will update the file.

I have reached out to the customer and we have discussed his concerns with the locations. I advise him that we will be taking his complaints seriously and will address this with the District Manager.The customer is happy with the outcome. We are closing this claim.

I am rejecting this response because:
After numerous delays, I was finally...

contacted by their claims department. I provided the form and receipts that they requested yesterday, and now I am awaiting for their response. I will deem the issue resolved when I receive the total of $1055.12 which includes tire replacement and expenses that I incurred to fix damage to the car identified by the Toyota dealership.

(The consumer indicated he/she DID NOT accept the response from the business.)
There is no question or denial that fraud was committed. In my case, they got caught and...

tried to minimize the pain inflicted by stating it was a 'lack of communication'. I do not believe I must reiterate how this situation can be clearly classified as fraud.
I did request a refund for the work that was not performed, as I believe any other honest American would request. I left my vehicle in Goodyears hands for approximately half a day. Not only did I get charged by the person who CLEARLY knew that no service or work had been performed on my vehicle, but I also got reassured that the work was done before I left the business.
Here is a description of my desired resolution:
"I would like them to get the job done, get it done right, refund me what I paid, and compensate me for the time that was lost and that will have to be invested to get done what should have been done to begin with".
Although it would be nice, I am not requesting a Ferrari or $100,000.00 USD in compensation. All I am requesting is compensation for all this time and future time that I have had to invest and will have to invest to attend to this matter. One of my requests was for a refund, but should I have really had to request that? If Goodyear employees 'acted with honesty', I should have never been charged for the work that was not performed and told something along the lines of 'Sir, we apologize, but we were not able to get to your vehicle today, etc...' and not 'let's charge this guy and get him out of here' which is what occurred. Clearly, had I not given any attention to my vehicle I would have never known or been told that the job wasn't done and could have potentially driven another 5,000 miles before the next tire rotation. Thanks to my memory and keen eyesight along with previous photos of my vehicle prior to leaving my vehicle at Goodyear, they got caught at committing fraud.
District Manager Jesse G[redacted] offered to compensate me the full price of ball joints and labor for installation if it turned out that they were not 'bad'. And one of the two ball joints was not 'bad'. Here is an excerpt from one of the emails to (DM) Jesse G about what I was told by Store Manager Nick C:
Manager Nick C. suggested I should replace the driver side ball joint, while stating the passenger side is still "tight".
Here is an excerpt from (DM) Jesse G. response:
"He Manager Nick C. also noted that whomever installed the last set of ball joints welded them in. Ball joints are not meant to be welded in, but to be pressed in. Due to being welded in the only correct fix is to replace the complete control arm raising the repair charges greatly".
I must have to interject here by saying that the standard model of the ball joints that were and have been installed on my vehicle are manufactured that way. It is one complete unit, the control arm along with the ball joint, they are welded in and not pressed in. If there is any question as to why they are welded and not pressed in I will be happy to connect Goodyear with the manufacturer of the control arms to get an explanation as to why they design and manufacture their product in that fashion.
Goodyear employee's ignorance of the parts on my vehicle has nothing to do with the compensation I was told I would be afforded, but that was used as an excuse as to why they would not cover the replacement and labor, and this is where I compromised with (DM) Jesse G. on an offer provided by himself.
Accepting this 'offer' does not mean I am accepting that I have been compensated for the fraud or for the time invested and wasted on this issue. Goodyear caused me pain and I have had to suffer the consequences to further allot time out of my busy schedule to get this service performed and to continue to attend to this matter. I do not take this matter lightly and I wonder how many other customers have left their place of business after paying for services that aren't actually performed. I venture to say I am not the only case.
Here was the first business response to this issue:
02/26/2016 WEB Revdex.com RECEIVE BUSINESS RESPONSE : Mr. G[redacted] has accepted our refund offer of $169.67. We closed our complaint file on 2/23/16.
Clearly, the business is adamant to closing this complaint on their terms and I do not believe I have been ridiculous in my request and consider my requests valid.
Here is the next business response:
On March 31, 2016, the business provided the following information:
On 2/26/16, a refund check was requested which Mr. G[redacted] accepted to satisfy his concern. Goodyear considers this matter closed.
If in fact I 'requested' a refund on 02/26/2016 as mentioned above, why was the company moving forward to closing my complaint on 02/23/2016?
Nowhere did I ever state that this offer that was provided by (DM) Jesse G. would satisfy my concern. And again one must take notice at the latter sentence of their statement. The business is again moving in way to close this case on THEIR terms.
I did however state this from the beginning and the opening of this case:
"I would like them to get the job done, get it done right, refund me what I paid, and compensate me for the time that was lost and that will have to be invested to get done what should have been done to begin with".
I'd like to point out the compensation for time. Time is important, it's valuable and irreplaceable.
This situation is a good example of corporate misconduct and Goodyear appears to be looking out for their own interest as opposed to the customer. Without the customer Goodyear would be non-existent.
As aforementioned, I sincerely do not believe that I am being unreal or ridiculous with my requests for what this company has forced me to endure. Goodyear is clearly treating me as prey. This matter has caused me emotional damage and continues to do so, it had costed me time and continues to do so.

We have already reviewed this claim thoroughly and as stated in the original response, during an oil change service the location does not touch the oil pan. In an effort to resolve this complaint we will offer to refund the customer what she paid the Goodyear Auto Service Center for her original oil change on 6-20-17 which was $56.30. We will request a check today but we are not responsible for the leak to the oil pan gasket and is offering this out of good will. We are closing this claim.

I spoke to Mr. [redacted], he will return the oxygen sensor Goodyear installed for full refund. Case is now closed. Regards Carol G[redacted] CSR 3/Executive Assistant  French Canadian CSR Goodyear Tire & Rubber Co. [redacted]
[redacted]

I am rejecting this response because: On May 26,...

2017 at 10:02 AM a Service Person named  [redacted]  wrote the work order and I asked for tire rotation, balance and to patch one tire at no charge and the order was written accordingly till [redacted] advised me that they will not fix the tire as they were too old, the hole was too big, I need new tires, etc. I only drove 16,443 miles on those tires and there is very little tread ware, they are like new.  At 11:03 [redacted] advised me that the job was done but that I need rear brakes, wipers and old change. I decline any further repairs by this outfit. At 12:30 PM I asked why is taking so long to finish the paper work as the job was finished at 11:00 AM. [redacted] made wait one an a half hour, 1 1/2 hours, which was a very poor service to say the least. Those tires cost me over $600 dollars, a big chunk of money for a retired Senior Citizen.

I am rejecting this response because:  Goodyear has not informed me of any action.  I have called every day for the past three business days and no one has provided me with any information.

I am rejecting this response because: I needed my vehicle for work, for a one day job that your company refused to for 3 days and never contacted me or notified me in anyway, so that I could maybe get a rent car or offered to get me one for not performing the repair work for 3 days and left me stranded without a vehicle while not repairing my vehicle. I had no other choice your company refused to repair my vehicle for 3 days until I started writing complaints and then and only then did the work get done and not done very well at all...now my steering wheel makes a noise and has something rolling around in it from the shoddy and half heartily repairs that were begrudgingly done only have several complaints were written to both Good Year Corporate which never responded to me and or contacted me at all to investigate or check on this issue with me the customer and follow up on my complaint or shoddy repair job at all. Then Good Year District Manager Mr. N[redacted], also never contacted me or followed up with my about my issues or complaint or shoddy repair job!! This response again shows the total lack of customer respect and service and failure to ever contact the customer to try and offer some help and follow up on this disaster of store and utter lack responsibility to provide their required service and duty!!! I totally feel that I have not only not been made whole but my vehicle is now haphazardly repaired in frustration and worse now then I brought it in for the heater core repair!! I was not satisfied at all when I left, I was beyond upset, frustration and desperation for the need of my vehicle and the total loss of faith in this Good Year store, and its ineffective employees, managers and technicians that seemed to find it fun and amusing not to work on my vehicle that was there since Tuesday night and only work on other vehicles that came in after me and only had small easy repair jobs to do and not tackling a 7 hour labor intensive job like repairing my heater core!!! Which only got done after 3 days and that was very begrudgingly done in a hurry and with an attitude for how dare I report them and complain about that Good Year and all their failures from a total lack of communication for three days, failure in customer service, failure to do their job, duties and repair my vehicle in a timely manner, to skipping working on my vehicle to repair easier shorter repair jobs that came in after me!!!! I totally feel dejected, disrespected and dishonored both as a Customer and a 50% Disabled Combat Veteran and not whole at all!!!

Thank you for contacting us regarding our customer's concern. We have reviewed our file and after ascertaining that he has dropped his credit card dispute we have agreed to refund him the $129.68 he requested in order to resolve his concern. He is a long time customer and we value his business.

[redacted]; My efforts to resolve this complaint with Just Tires have done nothing but go around in circles. I see there is a message from Just Tires to you claiming they spoke to me...

and that I am satisfied. Another in a long series of deceptions from Just Tires.   Just Tires lied about the rotors being worn beyond limits to my wife. I took the rotors back and had Just Tires admit to me that the rotors had better than half their life remaining. Then Just Tires claimed the rotors were pitted and cracked and that is why they needed to be replaced. I used a piece of steel wool for just two minutes and all the pits and cracks miraculously vanished. Just Tires then claimed that their master mechanic’s decision to replace the rotors remained correct but offered no explanation.   I was offered to have the three old rotors restored on the car and Just TIres would scrounge up some other used rotor for the other wheel. Only rotors have to be replaced as pairs. So this offer is simply unsafe. Further the Just Tires offer fails to remedy the repeated deceptions with an offer to restore the old rotors and provide a partial refund. Just Tires is a predatory business and consumers need to be warned about their practices. To make matters worse, we took the car to a reputable brake service business as the original reason (noise from the back brakes) had never been corrected by Just Tires. The reason for the noise in the back was improper adjustment of the parking brake. The rear brakes continued to rub. The rear rotors were glazed and the calipers damaged beyond repair. So another $1,043.71 to replace both brand new rear rotors and then the calipers due to Just Tires incompetent and deceptive work. The second brake shop invoice even notes the prior service error in not replacing the rear calipers. Please post this true and correct message to the resolution of my complaint and remove the fraudulent response from the business that they have satisfied the customer. [redacted]

On September 21, 2016 the consumer brought his 2005 Toyota Tacoma to the Kailua-Kona, HI Goodyear Auto Service Center for a tire rotation and a wheel alignment check.  The cost of the services was $22.29.  On January 25th, 2017 the consumer called Consumer Relations to report 3 broken...

wheel studs, 3 broken lug nuts and a brake failure.  After numerous attempts to contact the customer to request a copy of the repair bill,  the consumer finally returned our call on February 6th.  Rather than honor our request for a copy of the repair bill to resolve the issue, the customer decided to give the repair bill to his attorney. The customer has not returned subsequent telephone calls. While we do not feel responsible for his lug nuts breaking off four months after he visited our store for a tire rotation, we have made a sincere effort to resolve his concerns. Should the customer change his mind and send us copies of his repair bill we will be happy to see if there is anything we can do for him at that time for good will. Bruce

Revdex.com:
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 am very pleased with Goodyears response. I will continue to do business with them

This issue has been resolved with a successful refund of $315.49 on October 21, 2016.