Les Schwab Tire Center

Revdex.comCase ID [redacted] We regret the customer had a negative experience at the Reno Kietzke and CarsonCity Les Schwab Tire Centers Les Schwab prides its self on superior customer service, takes reports seriously andinvestigates the underlying facts of all customer concernsAccording to the customer’s report and Les Schwab’s records, Mr [redacted] brought his 1994GMC Van (“vehicle”) to the Reno Kietzke tire center to purchase two new tiresand have a complete front brake service, including the installation of newbearings, performed on his vehicle on April 24, On April 27, 2015, he brought his vehicle tothe Carson City tire center and informed the technician the left front tirearea was smoking and pulling to the leftThe technician at the Carson Citytire center inspected the front brakes and found nothing out of theordinary The technician informed Mr [redacted] new brakes had a breperiod in order to allow new parts toproperly seat and function smoothly and he should avoid excessive stopsOn May 16, and over 1,miles after the installation of the new brakes, Mr[redacted] vehicle allegedly experienced hard pulling to the right and smokingfrom the right tire area while drivingHe pulled off the road and called the Reno Kietze tire center Les Schwab’s technician retrieved Mr[redacted] vehicle and took it to the tire center for an inspection Another technician gave Mr [redacted] and hispassenger a ride to the tire center The technician performing the inspection discovered the left front bearing hadfailed and, after driving over 1,miles, the bearing had seized The tire center did not have the proper partto repair the vehicle that day The store manager, ***, ordered the correct part, according to the vehicles’manufacturer specifications A store employee gave Mr [redacted] and his passenger a ride to a restaurant, then to hisjob site.The next day, the replacement bearing arrived at the store and was determined to bethe wrong part for Mr [redacted] vehicle Because of the age of the vehicle, a new partis no longer available so Les Schwab sent store employees to every salvage yardin Reno and Carson City but they were unable to locate the correct replacementpart [redacted] was able to find the part in Santa Clara, California and ordered itAs of May 19, 2015, the part had not arrived at the tire center Pursuant to Les Schwab’s warranty, the newpart and labor is provided free of charge.Les Schwab is actively working to resolve the issue with Mr [redacted] vehicleWe sincerelyapologize for the inconvenience this situation has caused the customer and thankhim for his patience

We regret the customer had a negative experience at the Idaho Falls Les Schwab Tire CenterLes Schwab prides itself on superior customer service, takes reports seriously, and investigates the underlying facts of all customer concerns.Les Schwab was unaware the customer was dissatisfied with the services he received at Les Schwab until receiving a copy of this reportIf Mr [redacted] contacts the store manager directly at [redacted] , he will attempt to resolve his concerns

Revdex.com Case ID [redacted] We are in receipt of Mr [redacted] ’s additional correspondenceLes Schwab’s store manager, Dave, offered to refund the full amount for the rear tires Mr [redacted] purchased at the Coos Bay tire centerMr [redacted] selected new tires that were $more that the tires installed on the rear of the vehicle As the new tires are not in stock, Dave offered to have them shipped to the tire centerAs a sole gesture of customer service, Dave offered to waived the freight charge, only leaving $additional Mr [redacted] would need to pay for the difference in the price of the tiresMr [redacted] declined the offer and left the tire center Based on our investigation, Les Schwab believes its offers were fair and reasonable offers to resolve the customer’s concerns Although we disagree with the customer’s allegations, we would like to assure Mr [redacted] we took his concerns seriously, worked in good faith to resolve his concerns and remain committed to providing the best customer service and products possible

Revdex.com Case ID [redacted] Les Schwab’s Store Manager contacted Mr [redacted] and worked with him to resolvethe concerns raised with your officeLes Schwab Believes Mr [redacted] is satisfied withthe agreed upon resolutionWe apologize for any inconvenience this may have causedMr [redacted] and sincerely thank him for his patience

Revdex.com Case ID [redacted] We regret the customer had a negative experience at the Puyallup, Les Schwab tire center We take customer reports seriously and diligently work to immediately address customer concerns.Les Schwab’s Customer Service Department contacted Ms [redacted] shortly after receiving a copy of this report and provided a claim form for her to submit to Les Schwab’s Liability Department to investigate and work with the customer to resolve her concernsLes Schwab would like to assure Ms [redacted] we remain committed to providing the best service possible to its customers

Revdex.com Case ID [redacted] We regret the customer had a negative experience at the Salem Les Schwab Tire CenterLes Schwab prides itself on superior customer service, takes reports very seriously, and investigates the underlying facts of all customer concerns Soon after receiving a copy of this report, Les Schwab’s Customer Service Representatives contacted the customer to provide him a liability report in order to investigate Mr [redacted] claimsLes Schwab’s Liability Department will be in contact with Mr [redacted] within hours of receiving his report

We regret Ms [redacted] had a negative experience at the Twin Falls Les Schwab TireCenterLes Schwab prides itself on superior customer service, takes reports veryseriously, and investigates the underlying facts of all customer concerns.Les Schwab’s Store Assistant Manager contacted Ms [redacted] soon after receiving a copyof this report and worked with her to resolve the concerns raised with your officeLesSchwab believes Ms [redacted] is satisfied with the agreed upon resolutionWe apologize forany inconvenience this may have caused Ms [redacted] and sincerely thank her for herpatience

December 29, Complaint: [redacted] I am rejecting this response because no solution as been offered or generated by Les Schwab: Neither West Salem Les Schwab Tire Center nor Corporate Office in Bend, OR have bothered to reply in writing to my letters dated November or November 18th Both letters required a written reply to provide for documentation and to specifically address the problems generated by West Salem Les Schwab Tire Center Today is December 29th and neither West Salem Les Schwab nor Corporate Office have bothered to address the issues I have presented to them I work long hours and residing in Salem have a bit of a commute to work daily in Troutdale I leave at 6am and get home around 9pm as I emailed recently I require a written response since I am not available daily and since my original letters require a written response I did not authorize the work done Our agreement was to sell me two new tires that matched to my existing two Cooper tires If new tires sold did not match I was to bring them back and they would match a new set of tires to my Cooper tires and keep trying till they got a match I have not been contacted in writing to resolve the matter either by snail mail or email I have not been asked to bring my vehicle back to West Salem Les Schwab As soon as West Salem Les Schwab Tire Center was notified of my November 8th letter, no written reply or email was sent to me When my second letter was replied to by the manager of West Salem Les Schwab he stated no one in his office would have told me my tires are 80k mile tires AND he refused to write to me That is the phone message he left me more than a month ago and he has not called or written since that message Clearly customer service does not exist and both company and head office have failed I have left phone, email and letters to both company and head office to no result Company owes me $for the unauthorized disposal of my Cooper tires which had less than 24k miles on them OPTION: Corporate Office pay me $for the second set of Country tires I was forced to pay to re-claim my car mid November Numerous messages were not left by Chris Chris did not contact until mid December He left one phone message and one email to which I replied both by phone and by email Lyle called and left one message I replied to Lyle by my second letter November 18th [I called Lyle in early November and the number he gave rang and rang and rang with no message machine available] Either Chris at Head Office or Lyle at West Salem can fully reply to my November letters in writing and state why the original agreement to match two new tires to my Cooper tires was not followed I require a $reimbursement for the loss of my Cooper tires Next tell me why the second set of tires were put on my car without my authorization and why I was required to pay an additional $to reclaim my vehicle Please inform me why these Les Schwab actions provide the best customer service possible Sincerely, [redacted] West Salem, OR [redacted] @msn.com

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] I recently spoke with someone named CaseyHe stated the manager is willing to work with me, by pro rating the tires like they have done in the past Today, I have not made it into the store because my mother has been ill

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 have received the payment for the cost of repairs and matter is now closed Sincerely, [redacted]

Les schwab big manager called me and is reimbursing me for my troublesThank u [redacted]

We regret the customer had a negative experience at the Fairfield Les Schwab Tire CenterLes Schwab prides itself on superior customer service, takes reports very seriously, and investigates the underlying facts of all customer concernsAs soon as Les Schwab learned there was an issue with the work performed on Ms [redacted] ’s vehicle, the Store Manager immediately addressed Ms [redacted] ’s concernsOnce Les Schwab corrected the issue, the Store Manager showed Ms [redacted] what Les Schwab’s technician did to correct the issue and believed Ms [redacted] was satisfied with the resultsLes Schwab apologizes for the inconvenience this situation caused Ms [redacted] and would like to invite her to any Les Schwab tire center location for a complimentary inspection of her vehicleAs a further gesture of customer service, the Fairfield store invites Ms [redacted] to the tire center to provide her a discount on the purchase of new tiresLes Schwab would like to assure Ms [redacted] that we took her concerns seriously and remain committed to providing top quality products and world class customer service

BBBCase # [redacted] Weregret the customer had a negative experience at the Smokey Point Les SchwabTire Center. Les Schwab prides its selfon superior customer service, takes reports very seriously, and investigatesthe underlying facts of all customer concerns. Immediatelyupon... learning of the customer’s concerns, Les Schwab’s store manager workedwith the customer to resolve her concerns raised with your office. Les Schwab believes Ms. [redacted] is satisfiedwith the agreed upon resolution. Weapologize for any inconvenience she experienced and sincerely thank her for herpatience and willingness to let our store manager work with her on an amiableresolution

We regret the customer had a negative experience at the Port Orchard, Washington Les Schwab Tire CentersLes Schwab prides its self on superior customer service, takes reports very seriously, and investigates the underlying facts of all customer concernsLes Schwab’s Store Manager contacted Ms [redacted] soon after receiving a copy of this report and worked with her to resolve the concerns raised with your officeLes Schwab believes Ms [redacted] is satisfied with the agreed upon resolutionWe apologize for any inconvenience this may have caused Ms [redacted] and sincerely thank her for her patience

Complaint: [redacted] I am rejecting this response because: The tire that was presented to Les Schwab was in fact quite serviceableThe only safety hazard was the fact that I was left with no choice but to continue to drive on the tire with a giant bolt sticking out of it to go to a respectable company and have it serviced by actual professionalsThe safety hazard I faced was in fact caused by Les Schwab in their refusal to preform a repair on their supposedly guaranteed tire forcing me to take it back on the road to have the repairs done elsewhereI never requested any work be done on any other part of the vehicle by Les Schwab or its unprofessional staffIt would be no different had I removed the tire myself and brought it to them without the rest of the vehicle as that is the only repair I was seeking from them, however, I have little doubt they still would have refused the service claiming I couldn't prove it was a guaranteed tireHad I realized they were such a scam shop I would have removed the tire and drove on my spare to a respectable company for service but instead since Les Schwab is close to my residence and the tire was maintaining pressure I chose to leave it on and drive it to them as is expecting repairsAs far as the other tire which you were never asked to service that you claim was "completely bald" yes it was worn no doubt but it was not "completely bald" and has since been replaced (in fact on that same day) by your competitor at a much more reasonable price (less than 1/your quote), and that shop was perfectly willing to repair your tire without saying a word about the other tire, it was in fact at my request after they completed the repair and I was happy with their outstanding customer service that I asked them how much a new tire would cost, I was very happy with their quote especially after my horrific experience with Les Schwab, so I had them do it, as me and my family will continue to purchase from them from now on Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I paid for Les Schwab snow chainsI go skiing and wasted part of my vacation time trying to put on these chains which was incorrectly recommendI had to find locals to help me locate a chain storeLuckily, I had others drive me to the store otherwise, I risk CHP pulling me over and possibly giving me a ticket which would have been up to $I had to pay more (about $for new chains) and waste additional time putting them offOverall, I wasted up to 1/day on my personal time on thisI did receive a call from Les Schwab on returning these chains for immediate refundAs I am working farther away and since my wife is closer, I ask if she can return the chains on my behalfThey said okI find out later that they told my wife to bring in my truck for return and inspection so again she is wasting her personal timeI will need to waste my personal time bringing in my truck to resolve this.At this point, I would like to be reimburse for my personal time and on the new chains I had to purchaseI have attach all receipts Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: It took nearly months to receive any type of a responseObviously they do not place any value on customer complaints, and the response they have given is crap and entirely unprofessionalClearly this company puts the customer dead last, any claim they make otherwise is completely falseThey have made absolutely no effort to offer any type of resolution or honor their own guaranteesAs far as any claims they may make about their opinion of the right front tire it is simply none of their business, I dealt with that situation with a respectable company, not themI came to them for a repair of their tire on the left rear, not the right frontThey have no business attempting to force me to pay for work from them for something I did not ask for before honoring the agreement to do the repair on their own merchandiseThis was the worst customer service I have experience from any company in the years I have been on this earth, all over about $10, or a cost to them of likely less than $Myself, my family, my friends, my co-workers, and many other people I have come into contact with since then will never again do any type of business with this company, a cost to them that far exceeds the $repair they should have done in the first place.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:We have now taken our vehicle into the Oregon City location and they did work on the brakes some moreI cannot state that we are satisfied with the job at this pointFirst they supposedly did another brake job on the front of the vehicle repeating what Clackamas had already done and did eliminate the brake light from coming on by replacing a switchThat was Saturday the 12th and on Saturday evening when we took my son home the front passenger side brake started screeching when not in usePreventing us from using our vehicle once againOn Monday they determined that this was caused by a loose clip rubbing on the rotorAlthough they stated that this did not mar the rotor only removed a bit of rust I am still skeptical on thatThursday Sept 17th however while driving the truck something started dragging and preventing the vehicle from moving properlyMaking a left hand turn seemed to cure this for the time beingAgain we contacted Dorian at Oregon City to see if he had any idea what might cause thisHe didn't but of course did offer to have us bring the vehicle in again and they would look at itDorian has been the best person we have dealt with and is most likely doing his best, we have no complaint with his serviceHowever, the people working on our brakes perhaps need additional trainingGarrett definitely needs a lesson in treating customers with respect and to look behind himself before he says rude things about the customers and their vehicleI think that since Les Schwab has had our truck in their locations times that is enoughI hardly know what to think anymoreI believe at this point we have spent an additional $on rental vehicles and that they could at least reimburse us for thatIn the original complaint we mentioned that the rotor and wheel bearings where never replaced even though we specifically asked that they be replacedNo one has spoken of this it just seems to be not on the things they want to doOK fine but it would be nice if someone could at least assure us that there is no problem with these partsSincerely, [redacted]

Les Schwab is committed to providing the best customer service possible and wouldlike to work with the customer to resolve his concernsIf the customer will fax thereceipt(s) for the rental vehicles to [redacted] Les Schwab will contact Mr [redacted] to arrange reimbursement

Revdex.com Case ID [redacted] Les Schwab has no record of receiving correspondence from Mr [redacted] as stated in his report If we had received notice of his concerns, Les Schwab would have responded in a timely mannerWe regret Mr [redacted] had a negative experience at the Spanaway Les Schwab Tire CenterLes Schwab prides itself on superior customer service, takes reviews very seriously, and investigates the underlying facts of all customer concerns Les Schwab’s store manager contacted Mr [redacted] soon after receiving a copy of this report and worked with him to resolve the concerns raised with your office Les Schwab believes Mr [redacted] is satisfied with the agreed upon resolution We apologize for any inconvenience this may have caused Mr [redacted] and sincerely thank him for his patience