Goodyear Tire & Rubber Company

Initial Business Response /* (1000, 5, 2016/01/29) */
The Goodyear Tire & Rubber Company
Consumer Relations Department D/728
200 Innovation Way
Akron, Ohio 44316
Tel: ([redacted]) [redacted] Fax: ([redacted]) [redacted]


January 28, 2016
The Revdex.com
Attn: David D[redacted]
222...

West Market Street
Akron, OH 44303-2111
Customer Name S[redacted] K[redacted]
RE: Revdex.com Complaint Case # [redacted]
Consumer Relations Claim # [redacted]
We are in receipt of your recent letter to advise us of Mr. K[redacted]'s complaint.
Our goal at Goodyear is to have satisfied customers, and claim evaluation and payment decisions are, therefore, not taken lightly.
Mr. K[redacted]'s Consumer Relation's claim was thoroughly reviewed and the decision as to compensate him in the amount of $140.26 for services rendered. We have explained that before we are able to issue this reimbursement, he will have to provide us with an invoice showing that he has paid to have the same service performed at another location. Mr. K[redacted] is not willing to pay for the work to be done at another location before being reimbursed. Without paperwork showing that the same repair has been made again, we don't have any information verifying the situation.
If we can be of further assistance, you may contact us during normal business hours at 1-[redacted].
Sincerely,
Jodi B[redacted]
Consumer Relations
Initial Consumer Rebuttal /* (3000, 7, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Considering this is a "satisfaction guarenteed" it's a joke, buyer beware and avoid Just Tires (plenty of other options). After 3 Trips, 7+ hours across them (when they quoted me 1 hour for each), nearly $200 total spent, 1 used PTO day which I get paid out for over the summer, and considering the fact the final time I went for a job, they couldn't even do (even after calling ahead to verify they had the parts for all four tires they didn't and could only get 1/4 of them), the pushed initially for me to come back to them. My time is more valuable than to go back and spend more time "correcting" the problem, not to mention I don't trust them to do it right. They want a written estimate, for which I would have to pay a $136 deposit to have the van looked over at the dealer (who I can trust) or put up front the approximate $150 to fix it. I also have to find the 2+ hrs (depends on wait) to do so. I don't have an extra $136 (I'm a preschool teacher in the ghetto of [redacted] for crying out loud) nor hours to spend at the present moment. They had THREE chances to do the job right and failed to do so. And want me now to put up front MORE money for their mistake and wait on them. As I am only asking for the cost of the final (partial job that should have been complete), not anything else, not my time and not even the full price the dealer would charge for original OEM parts, I feel I am being complete reasonable while they are unrealistic, inconsiderate of the time and money for the working class, and not to mention presenting horrible customer service. Not only has Just Tires lost my business (I was going to get the other 3/4 of the tires "fixed" as well as received a quote for a new set of tires which I was going to get this summer) but so has Goodyear. After 32 years of me and my family for three generations ONLY buying Goodyear tires (what's funny is it could even be proven by looking up me, my father and my grandfather in their database ha), it's time to give our hard earned money to someone who cares and has good customer service.

The tire does not have any issues with it, not a warranty condition. We are assist on a good will basis by replacing the tire free of charge to the customer. The location that we are working with is an independently owned location and have the right to charge the customer for any service they perform, which would be the installation of the tire. We offered to refund the customer the install after the fact with him sending us a copy of the invoice. This is our offer.

I am rejecting this response because: Thank you for investigating my complaint about the Goodyear Auto Center (not sure of the business’ name).  While I appreciate your time and effort, I am not at all satisfied with the decision.  As I had stated in my complaint, my car was working just fine and was leak-free when I brought it in to Goodyear for an oil change.  I gave them my car for what should have been a simple maintenance activity and ended up with a car that now leaks oil. I am told that the oil change had nothing to do with that leak but I find that very difficult, if not impossible, to believe.  And, to add insult to injury, Goodyear claims zero responsibility for this new oil leak, yet they will gladly charge me $245 (please put correct amount here) to repair this new leak.  This screams of shady auto-repair and maintenance tactics whereby they create car problems that can earn additional revenue for their shop because those problems need to be remedied. Additionally, I feel they were extremely dismissive of me and my concerns simply because I am a young female.  This sort of activity is the very thing that the Revdex.com should protect consumers from.  The car repair category has historically been fraught with consumer protection issues, particularly for women, so I implore you to review my complaint.  There must be an alternative solution that requires the business to take responsibility for the damage that occurred during the oil change.   Thanks in advance for your further investigation and I look forward to hearing from you soon.

We offered a reduced price below our standard adjustment amount to replace the tire. Customer did accept this offer.

The vehicle in question came into our location for an oil change, which we did. The customer returned because the air conditioner was blowing warm air. We pulled it into our bay, and when our technician tried to start the car it would not start. We at no time touched the customer's battery or did...

any other service to the car as it would not start. The customer recently had to purchase a new key and it would have had to be programmed. We would suggest that this could have been responsible for the a/c not working and the ECM going out. An oil change would not cause these problems. Thanks for allowing Goodyear to respond.

I have been in contact with the customer. We have reviewed this claim and this will be handled by our Property Damage Claims Department due to the amount of the estimated damage from the Lexus Dealership. We are closing this claim.

I am rejecting this response because:The good year department dealing with property damage claims that the store "did not touch my battery or do any other services to my vehicle." I find that information in the response from Goodyear inaccurate. It states it in my invoice from good year when I took it in for an Air conditioning diagnostic that they checked all fuses and relays and did a battery disconnect as trial and error to reset my system to get the vehicle to start. I also asked for their team member to put it in his own words and writing for my records of what was done to my vehicle and who it was done by and in that statement before he wrote anything down he specifically called and asked their mechanic to confirm what exactly was done to my vehicle once it was pushed, or driven into the bay (he was unsure how it got into bay) it states that a battery disconnect was done to try and reset the system by their mechanic David. While on premises their mechanic also confirmed with my wife while I was on the phone that he did a jump to the car to see if maybe it would help it start. I understand that initially it could have maybe been a key problem but because Goodyear took it upon themselves to push or now from their response pull my vehicle into their bay to trial and error with my vehicle’s system and battery I cannot determine if it in fact was a key problem because in their process of moving my car from where I left it and the work that Goodyear did to the vehicle while it being in their bay they damaged/ fried my ECM. I didn’t take my vehicle in for a “no start diagnostic”. If I would have received a call with the concern of my vehicle not being able to start from the parking spot where I left it or a call from Goodyear asking if there was a specific way to start my vehicle or Goodyear contacting me for permission to now do a no start diagnostic I would be a little more at ease, but I didn’t.   I wasn't kept update with what was going on I just so happened to call 2 1/2 hours after the initial drop off for an update on my air conditioner. Goodyear then informed me that they took upon themselves without my permission to haul my car into their bay to now trial and error with my battery and system to get the vehicle to start. Again if I would have gotten that call with it not being able to start from where I left it without good year putting their hands in it I would have given instructions to Goodyear to wait before anything is done by Goodyear for the company that provided me with a spare key  to go out and see if it is a key problem. So that at that moment I could put the responsibility on the key  company for it being a key problem but because Goodyear took it upon themselves to move my vehicle into their bay and put their hands in my vehicle to now trial and error with my battery and system now the vehicles ECM is damaged. By the time the Key company who provided me with the spare went out to the Goodyear location he was unable to diagnose if it in fact was a key problem because he too started the ECM was damaged and he was unable to communicate with the vehicle. He also stated if any battery work was done it could have fried the ECM. This is why I put the responsibility on Goodyear for damaging the ECM because work WAS done on July 12, 2016 and the battery WAS messed with.  Their invoice document and the statement letter provided by their team member both state that information, the information Goodyear is now denying.

Our goal at Goodyear is to have satisfied customers, and claim evaluation and payment decisions are, therefore, not made lightly.
As a goodwill ,we have offered to refund for 1 tire $97.99. The customer has accepted.

I offered Ms. [redacted] a good will refund on the labor she paid for the starter repair. Also advised personnel issues will be addressed internally by upper management. She accepted refund.

Received at Revdex.com via email:
Mr. [redacted],
We regret that the customer is dissatisfied with the decision reached by Goodyear regarding this claim. Claim evaluation and payment decisions are not taken lightly. As previously stated, since Goodyear was not given the opportunity to review the evidence when the failure occurred we respectfully deny the claim. If the customer followed warranty procedure and went to a center that honored the warranty we would have been able to verify the condition the customer reported. Goodyear has closed their file and the decision will not be changed.
Property Damage Claims Team
Attention Dept. 805
[redacted]
[redacted]

We are in receipt of your recent letter to advise us the customer concern.   Our goal at is to have satisfied customers, and claim evaluation and payment decisions are, therefore, not made lightly.   At this time we will be contacting the store to gather documents for review. We will...

contact the customer to notify him we have received the letter. And will follow up with him also.

CUSTOMER CALLED CONSUMER RELATIONS AND EXPRESSED HIS CONCERN. HIS FILE WAS SENT OVER TO THE PROPERTY DAMAGE CLAIMS TEAMS WHERE A CLAIM HAS BEEN ESTABLISHED AND CUSTOMER HAS BEEN SENT THE CLAIM INFORMATION. THANKS

(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a...

mere warranty issue. Goodyear charged us for work they did not do and that they did not do properly. The work was certainly negligent and borders on fraud. We should not be required to bring the car back to the very place that messed it up in the first place. We would like Goodyear to reimburse us for the work they did not do. Again, we have pictures and documentation of the issues from a reputable mechanic.

Initial Business Response /* (1000, 5, 2015/12/17) */
We are in receipt of your recent letter to advise us of the customer concern with the original equipment tires.
Our goal at is to have satisfied customers, and claim evaluation and payment decisions are, therefore, not made lightly.
We...

have reviewed and the tire condition is a non-warranted condition.

Email received at Revdex.com:Close Consumer Relations Complaint file #[redacted] – Katye  [redacted] Customer has been refunded and is satisfied with resolution Jennifer C[redacted] – Consumer Relations Executive The Goodyear Tire & Rubber Company 200 Innovation Way Akron, OH 44316

(The consumer indicated he/she DID NOT accept the response from the business.)
My truck was not overheating. That was a lie. I ask them to check my heater because it was only getting Luke warm and not hot. They change the thermostat and said that didn't work so it must be the water pump so they changed that and then said that didn't work so it must be heater core. They wanted $800.00 to replace that. I said on way. This is not a guessing game. My truck never overheated and still don't. Also the heater is still only getting Luke warm. Like I said before I didn't even have an oil leak until they so called repaired it. I am not happy with the way they are treating this like it is my fault. You take your truck somewhere u hope will treat you right and give good service and this is how you are treated. Sorry way to do business.

Initial Business Response /* (1000, 10, 2015/07/28) */
Goodyear has received complaint [redacted].
We are always concerned when our products or services do not exceed our customer's expectations.
The customer's concerns were reviewed with the store manager of the location. The documentation of...

the customer services were reviewed also. According to the store, the customer vehicle has numerous issues that can cause irregular wear to the tires. Irregular wear is not covered under our tire warranty. The location has recommended many different services to correct these issues. These services are not covered by any warranty the customer has and would be the customer's responsibility.
We would be more than willing to honor all service warranties and tire warranties that the customer has at our Goodyear Auto Service Center. The store manager himself would have no problem honoring the warranties that the customer has but the interaction would have to be done in a civil manner.
The customer is welcome to contact us at [redacted] and reference her file number [redacted] if she has any questions.

Initial Business Response /* (1000, 10, 2015/05/14) */
Reached a decision with customer --[redacted], to reimburse her back her first visit--$249.87 and she is responsible for her second visit--$213.44. She agreed and said this would resolve this complaint. Requested check to be sent to her in...

the amount of $249.87.
Initial Consumer Rebuttal /* (2000, 12, 2015/05/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response.

Customer has been contacted and her request to be refunded the $104.76 has been granted. Goodyear considers this matter resolved.

Initial Business Response /* (1000, 10, 2015/06/02) */
I have talked to our Just Tires involved. They are denying they did anything wrong. They 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 safety. An 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 repairs. Among the criteria to perform a proper repair are:Tire Repair
Repairs are limited to the tread area only
Puncture injury cannot be greater than 1/4 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 liner. A common repair unit is a one-piece unit with a stem and patch portion. A 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 4 tires.
Initial Consumer Rebuttal /* (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 bay. The diagnosis of the problem was superficial. The real motivation was the AWD nature of my vehicle. The idea was to find a reason not to repair my tire so they could sell me four new ones. Knowing that the puncture was in the center of the tire and not a sidewall issue, I didn't go for their assertion. Besides... How could they even have diagnosed the problem correctly since they never pulled my car into the service bay?
Final Business Response /* (4000, 14, 2015/06/11) */
We're sorry that this customer disagrees with our response. Our locations follow the RMA guidelines which are industry standards that all reputable repair facilities follow. They 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.