Les Schwab Tire Center

We regret the customer had a negative experience at Marysville Les Schwab tirecenter. We take customer reports seriously and diligently work to immediately addresscustomer concerns.As Ms. ***’s report states, Les Schwab’s Liability Department received and reviewedher claim. Les Schwab’s Claims... Examiner, Cindy, has left voicemails for the customer.To date, Ms. [redacted] has not yet returned her calls. Les Schwab is committed toproviding the best customer service possible and would like to work with Ms. [redacted] toresolve this report. If Ms. [redacted] contacts Cindy directly, she will attempt to resolve herconcerns.

Revdex.com Case ID ***We regret the customer had a negative experience at the Seattle 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 Ms*** and worked with her to resolve the concerns raised with your office Les Schwab believes Ms*** is satisfied with the agreed upon resolution We apologize for any inconvenience this may have caused Ms*** and sincerely thank her for her patience

Revdex.com Case ID ***
We regret the customer had a negative experience at the Cheney Les Schwab Tire Center. Les Schwab prides its self on superior customer service, takes reports seriously, and investigates the underlying facts of all customer concerns. According to Les Schwab’s records, Mr. *** brought a 2002 Chrysler Concord (“vehicle”) to the tire center for a complimentary tire rotation and wheel spin balance and to purchase an oil change. The store manager asked the customer if the vehicle was experiencing a vibration. The customer informed him it was not and we agreed with the customer on balancing the front tires only - rather than all four. It is Les Schwab’s standard procedure to use an air gun to reinstall the lug nuts and then use a calibrated torque wrench to specification. Although it is unclear what the customer means by “torque stick,” this is a different tool than a torque wrench and Les Schwab does not use torque sticks. Les Schwab has no record of the customer requesting full synthetic oil and did not charge the customer for full synthetic oil. Although Les Schwab services customer vehicles on a “first come, first served” basis and works diligently to quickly and safely service all customer vehicles, we are sorry the wait time at this particular tire center did not meet the customer’s expectations. As such, at the customer’s request and as a gesture of customer service, Les Schwab gave the customer a 10% discount on the oil blend and oil filter the customer purchased. Based on our investigation, Les Schwab believes the discount offered as a customer service gesture was a fair and reasonable accommodation to resolve Mr. *** concerns. Although we disagree with his allegations, we want to assure the customer we have taken his concerns seriously, conducted a thorough investigation, and remain committed to providing the best service possible to our customers

Revdex.com Case ID No*** We regret the customer had a negative experience at McKinleyville Les Schwab tirecenter. We take customer reportsseriously and diligently work to immediately address customer concerns.Les Schwab is committed to providing the best customer service possible and
wouldlike to work with Mr*** to resolve his report If Mr*** contacts our Store Managerdirectly, he will attempt to resolve his concerns

Complaint: ***
I am rejecting this response because: Although I spoke to Chris at company headquarters they have not resolved my issue
Sincerely,
*** ***

We regret the customer had a negative experience at the Portland Les Schwab TireCenterLes Schwab prides itself on superior customer service, takes reports seriouslyand investigates the underlying facts of all customer concerns.According to Les Schwab’s records, On November 21, 2015, Mr
***telephoned the tire center and requested six separate quotes for four new tires for hisHonda Accord (“vehicle”)As requested, Les Schwab provided Mr***with quotes for six different types of tiresOn November 23, 2015, the customerbrought the vehicle to the tire center and informed the technician the left front tire wasshaking at speeds of to mph and requested the tire be inspectedUponperforming the complimentary tire inspection, the technician noted all four tires werevery worn and recommended new tiresThe customer declined purchasing any newtires and left with no further work.Les Schwab respectfully disagrees with the customer’s allegations and stands behindits recommendation the vehicle’s tires should be replacedWe would like to assure thecustomer Les Schwab conducted a thorough investigation and remain committed toproviding the best service and products possible

Revdex.com Case ID No*** We regret the customer had a negative experience at the Bellingham Les Schwab Tire Center (“tire center”)We take customer concerns seriously and diligently work to immediately address issues raised by customersAs the customer’s report states, he brought his Ford
Escape (“vehicle”) to the tire center on March 30th, for a complete brake serviceAs authorized and directed by the customer, Les Schwab performed the complete brake serviceThe services and labor provided in connection with the complete brake service is the only work Les Schwab performed on the vehicleAlthough we sympathize with the unfortunate timing the customer experienced with his failed alternator, it is mechanically unrelated to the work Les Schwab performed and its failure was not caused by Les SchwabIt is also worth noting that Les Schwab does not repair or replace alternatorsAlthough Les Schwab disagrees with the customer’s allegations and are unwilling to resolve his concerns for what he asks, we would like to assure Mr*** that Les Schwab investigated his concerns, and remains committed to providing the best possible customer service and products possible

Complaint: ***I am rejecting this response because:
Joe has contacted me three times and also came by my work to talk to meWhen Joe came by on June 30, Was in the rest room and told my employee that he would be in contact with meI did call him today July at 11:AMHe told me he would come by my work at 1:PM to talk to me.Sincerely,*** ***

No I'm not happy with my responseWhen I came into the store on January 13th the manager of the store told me that running my credit ONLY show up as a soft inquiry and ONLY help my creditHe lied about both and my credit went down to n I have poor credit now because of that *** clownFurthermore, after contacting corporate to talk with their credit specialists in January 15th they said it would be off by the end of the monthI had to call cooperate on 2/12/and the same woman that said it would be off by the end of January said she hadn't sent the letter January 15th like she said she did and it would take an additional 45-days to remove my hard inquiryThey lied to me to get a service done and I wouldn't of gotten it done if I knew it was going to be a hard inquiryA step further was they have me a hard inquiry but refused to give me an accountTo top it off I only okayed them to do my struts not my brakes that they lied n said were going badNo part of the service was honest

Revdex.com Case ID ***We received the customer’s additional correspondence It remains Les Schwab’s position that Mr*** brought his tire to the tire center with the flat tire and broken beadBecause of the broken bead, the tire was unrepairableMr*** declined to purchase a new tire from Les SchwabMr*** did not have a spare tire to mount so Les Schwab loaned him a used tire so he could return safely to the road and purchase a replacement tire elsewhere.Les Schwab continues to disagree with the customer’s allegations and is unwilling to resolve his concerns for what he asksLes Schwab would like to assure the customer we remain committed to providing the best customer service possible

We regret the customer had a negative experience at Tumwater Les Schwab tire centerWe take customer reports seriously and diligently work to immediately address customer concernsLes Schwab is committed to providing the best customer service possible and would like to work with Mr*** to
resolve his reportIf Mr*** contacts our Store Manager directly, he will attempt to resolve his concerns

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com Case ID ***Les Schwab’s Customer Service Department contacted Mr*** soon after receiving a copy of this report and worked with him to resolve the concerns raised with your office Les Schwab believes Mr*** is satisfied with the agreed upon resolution We apologize for any inconvenience this may have caused Mr*** and sincerely thank him for his patience

Revdex.com Case ID ***We regret the customer had a negative experience at the Commerce City Les Schwab Tire Center Les Schwab prides itself on superior customer service, takes reports seriously and investigates the underlying facts of all customer concerns.According to Les Schwab’s records, the
customer brought his Chevrolet Avalanche (“vehicle”) to the the tire center on January 21, and requested a quote for a complete brake service and new rotors Les Schwab’s technicians provided Mr*** with two quotes: one for front and back brakes with new rotors in the amount of $1,(“quote #1”, a copy of which attached) and a quote for front and back brakes without rotors in the amount of $(“quote #2”, a copy of which attached) On January 28, 2017, Mr*** returned to the tire center with the vehicle and directed the technician to perform a complete front and rear brake service and replace the front and rear rotors (quote #1) When he returned to the tire center to retrieve his vehicle and pay the invoice for $1,(consistent with quote #1), he informed the store he believed he was supposed to pay the amount quoted in quote #(that did not include the new rotors he previously authorized) The store manager offered to remove the rotors, bringing the final charge down to $(without any any labor charges resulting from the misunderstanding)The customer declined Solely as a gesture of customer service, the store manager offered a 50% discount on the rotors, bringing the total to $(invoice attached) The customer agreed and paid that amount Les Schwab believed the customer’s concerns were satisfactorily resolved at that timeLes Schwab apologizes for any inconvenience the customer may have experienced Based on our investigation, Les Schwab’s interactions with Mr*** were honest and transparent in all respects Les Schwab’s customer service gesture of reducing the rotor price based on the customer’s alleged misunderstanding was a fair and reasonable offer to resolve the customer’s concerns Les Schwab would like to assure Mr*** that Les Schwab diligently investigated his concerns and remains committed to providing the best service possible to its customers

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Revdex.com Case ID ***Les Schwab is in receipt of the customer’s additional response According to Les Schwab’s records, Mr*** was refunded the entire amount for his snow chains on March 11, Les Schwab provided the Mr*** this refund as a customer service gesture despite a return policy that doesn’t permit such refunds until April 1st (which was provided to the customer, in writing, within the free chain warranty) Les Schwab apologizes for any inconvenience the customer may have experienced Based on our investigation, Les Schwab’s customer service gesture of providing a full refund prior to the date expressly set forth in the written warranty was a fair and reasonable offer to resolve the customer’s concerns Les Schwab would like to assure Mr*** that Les Schwab diligently investigated his concerns and remains committed to providing the best service possible to its customers

We are in receipt of the customer's additional response requesting documentation ofpaymentsIn Les Schwab's previous response to the Revdex.com a copy of Mr***'sdetailed credit ledger was included, showing the balance, purchases, late fees andservice chargesA copy of that detailed credit ledger is included with this response.As a sole gesture of customer service, Les Schwab will extend the deadline to makepayment arrangements with the Yakima tire center to July 30, After July 30, LesSchwab may take further action to turn the account to a third party collection agency.Les Schwab apologizes for any inconvenience the customer may have experienced.Although we disagree with the customer's allegations, we would like to assure Mr.*** we've taken his concerns seriously and remain committed to providing the bestproducts and services possible.***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

We regret the customer had a negative experience at Redmond, WA Les Schwab TireCenterLes Schwab prides itself on superior customer service, takes reports seriouslyand investigates the underlying facts of all customer concerns.According to Les Schwab’s records, Ms*** purchased four
Eclipse All Seasontires for her Honda Civic (“vehicle”) on November 9, in the amount of$On or about January 22, 2016, over days later, Ms*** broughther vehicle back to the tire center and informed the store manager she didn’t like thetires she purchased because they do not do well on snow and iceThe store managerinformed Ms*** the tires she purchased were not the same as tires designedspecifically for snowHowever, as a customer service gesture, our store manageroffered to prorate the purchase of snow tires (or any other tire) according to the amountof tread left on the tires purchased last NovemberMs*** declined the store’soffer at that time.Les Schwab apologizes for the inconvenience the customer may have experienced.We would like to assure the customer Les Schwab conducted a thorough investigation,remain committed to providing the best customer service, and stands behind the qualityof our products and workmanship

There is nothing to accept or rejectI have had NO CONTACTfrom Les Schwab ! Not by phone, not by text, not via email nor voice messageNo contactI will inform you if I,am contacted but as of June 2, I have received NO CONTACT ***
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Revdex.com Case #*** We regret the customer had a negative experience at the Medford Tire CenterLes Schwab prides its self on superior customer service, takes reports very seriously, and investigates the underlying facts of all customer concernsAs soon as Les Schwab learned of Ms***
dissatisfaction, Les Schwab’s customer service representatives left voice messages for the customer in an attempt to resolve her concernsTo date, Ms*** has not returned the phone callsAccording to Les Schwab’s investigation, Ms*** dropped her all wheel drive (AWD) BMW (“vehicle”) off at the tire center for a flat repair on one of the run-flat tires mounted to the vehicleThe technician working to perform the flat repair discovered the tire was completely flat and, due to the construction of the tire, not repairableThe technician phoned Ms*** and informed her of his findings and, because the vehicle has AWD, recommended four new tiresAs Ms*** report states, she disagreed with the technician’s findings and informed him, without inspecting the tires, what she understood BMW recommended for tire replacement based on tread depthLes Schwab’s service technicians are trained to inform each customer of the industry best practices and/or manufacturer’s recommendations for replacing tires on their vehicleAlthough it depends on the specific vehicle and the actual tire needs of each customer, Les Schwab often follows vehicle manufacturer recommendations for replacing all four tires at the same timeAs merely one example of this well recognized industry best practice as to all vehicles, the Rubber Manufacturers Association Tire Replacement Guidelines states: “When replacing tires on a vehicle, it is recommended and preferred that all four tires be replaced at the same time for continued optimal vehicle performance.” The RMA further states: “In some cases, the vehicle manufacturer may specifically advise against replacing less than all four tiresAlways check and follow the recommendations in the vehicle owner’s manualFor 4WD and AWD vehicles, even small differences in outside diameter may cause drive-train damage or mechanical malfunction.” (emphasis added) Specifically, the BMW owner’s manual cautions: “Incorrect wheel and tire combinations impair the function of a variety of systems such as ABS or DCSTo maintain good handling and vehicle response, use only tires with a single tread configuration from a single manufacturerFollowing tire damage, have the original wheel and tire combination remounted on the vehicle as soon as possible.” The customer declined any quotes or any further work at that timeMs*** informed the store manager she would have her father retrieve the vehicleBecause the customer and her father are personally known by the store manager, the store released the vehicle to her father pursuant to the customer’s requestContrary to the customer’s report, the tire center did not refuse to remount the tireLes Schwab sincerely apologizes for any inconvenience this may have caused the customerAlthough we disagree with her allegations and stand behind the industry best practice of replacing all four tires on AWD vehicles at the same time, we would like to assure her that we remain committed to providing the best customer service possible