Les Schwab Tire Center

As described in our earlier response, we did not receive Mr. ***’s previous report fromthe RevDex.com. If we had received any notice of this report, Les Schwabwould have responded in a timely manner. The decision to not work on the customer’svehicle was based solely on the customer’s safety . Regardless of whether a tire waspurchased from Les Schwab, Les Schwab was unable to service the vehicle at that timebecause one of the tires was completely bald and could not be safely serviced by LesSchwab and returned to the road. In other words, if the customer had presented LesSchwab with a serviceable tire (even one purchased from a third party) then LesSchwab would have happily serviced the customers vehicle. Les Schwab would like toassure Mr. *** that we remain committed to providing the best products and customerservice possible

Revdex.com Case ID *** We regret the customer had a negative experience at the Medford Les Schwab Tire CenterLes Schwab prides itself on superior customer service, takes reports seriously, and investigates the underlying facts of all customer concernsAccording to Les Schwab’s records, Ms***
brought her Dodge Dakota (“vehicle”) to the tire center on May 4, with a flat tireAfter reviewing the prices of available tires for her vehicle, Ms*** purchased a tire that was a slightly different size than the other three tires on the vehicle even though the newly purchased tire is the proper application for her vehicleOn August 6, 2015, Ms*** brought her vehicle back to the tire center and informed the technician she no longer wanted the tire and requested a full refundSolely as a gesture of customer service, Les Schwab’s store manager offered to buy back the tire in question for $and offered a 10% discount on the purchase of new tiresMs*** agreed and purchased the new tires (at the discounted price) and requested an alignmentLes Schwab feels its customer service gestures were fair and reasonableLes Schwab disagrees with the customer’s allegations and are unwilling to resolve her concerns for what she is requestingWe would like to assure the customer Les Schwab conducted a thorough investigation and remain committed to providing the best service and products possible

Revdex.com Case ID ***We regret the customer had a negative experience at the Eugene Les Schwab Tire CenterLes Schwab prides itself on superior customer service, takes reports very seriously, and investigates the underlying facts of all customer concerns Les Schwab contacted Ms*** soon
after learning of her report and worked with her to resolve the concerns raised with the Revdex.com 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

We regret Mr. [redacted] had a negative experience at the
Sweet Home Les Schwab Tire Center. Les Schwab prides itself on superior
customer service, takes this matter seriously and investigates the underlying
facts of all customer concerns.According to the customer's report, in 2009 there was...

an
unauthorized charge on his retail credit account at the Sweet Home Les Schwab
tire center made by his estranged wife. According to Les Schwab's records, on
November 11, 2009, Mr. [redacted] purchased and had installed a lift kit and four
new tires for his 2008 Toyota Tacoma in the amount of $1 ,601.67. That same day
he applied $500 cash to the balance and charged the remaining $1 , 101.67 to
his retail account balance (see attached invoice, signed by Mr. [redacted]).According to Mr. [redacted]'s report, the "bill switched from
my ex's car to a charge for a hub assembly for a 2000 F 150 in 2009." Les
Schwab has no way to switch work performed from one vehicle to another. In
fact, according to Les Schwab's records, on September 2, 2010, Mr. [redacted]
purchased and had installed a hub assembly for his 2001 Ford F250 (see attached
invoice signed by Mr. [redacted]).On July 27, 2017, apparently at the request of and with
the permission of Mr. [redacted], Mrs. [redacted] contacted Les Schwab's Credit
Department ("Credit") to dispute the credit reporting. After a
thorough investigation, Credit determined Mr. [redacted] is in fact responsible for
the charges to his account and forwarded his retail account ledger to him
showing late fees and services charges, his credit application and purchase
invoices to the email address Mr. [redacted] provided (please see attached).On August 7, 2017, Mr. [redacted] contacted the Sweet Home
Store Manager, Adam, to further dispute the charges to his retail credit
account and reporting to the credit bureaus. Pursuant to Mr. [redacted]'s request,
a copy of his service invoices and payment invoices were provided to his wife
[redacted]. Copies of which are provided here for Mr. [redacted]'s reference. As a sole
gesture of customer service, Adam offered to waive the service charges and late
fees, bringing Mr. [redacted]'s account balance down from $661 .96 to $480.71.Based upon the above, Les Schwab's attempts to collect
Mr. [redacted]'s delinquent debt are reasonable and in compliance with all
applicable laws. Although Les Schwab disagrees with the customer's allegations,
Les Schwab is committed to providing the best service possible to its
customers. Les Schwab's offer to remove service charges and late fees still
remains if he pays the balance of his account in full. If Mr. [redacted] contacts
the Sweet Home Store Manager directly to make a payment in full, Les Schwab
will be happy to remove the negative reporting to the credit bureaus.

Complaint: [redacted]
I am rejecting this response because: I went to Martinez tires and they were able to confirms that whom ever removed the tire from the wheel did so upside down and that it distroyed the bead in the process, I Watched the lesschwab employee remove the tire wrong, my wife had even asked me if it was supposed to be removed like that and I told her I didn't think it mattered. I didn't know otherwise until the two other tire shops had told me so, Also my tire says "Inside" on the outside of the tire. I'm not trying to argue I just want it fixed and the cost of the tire replaced.
Sincerely,
[redacted]

Revdex.com Case ID [redacted]We regret the customer had a negative experience at the Freemont Les Schwab Tire Center. Les Schwab prides itself on superior customer service, takes reports very seriously, and investigates the underlying facts of all customer concerns.  Les Schwab’s Customer Service...

Department 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 the customer and sincerely thank him for his patience.

We are in receipt of the customer’s additional response to the Revdex.com. The actions takenby Les Schwab ($100 refund and more than a $40 discount on her second purchase)equal the value of the purchase which is the source of the customer’s complaint. Assuch, these customer service gestures the customer accepted to resolve her concernswere fair and reasonable. Since she has already received equal compensation for theoriginal purchase, it is unclear what additional remedy is sought by Ms. [redacted]. LesSchwab apologizes for any inconvenience the situation may have caused the customerand would like to assure her Les Schwab remains committed to providing the bestservice possible to its customers.

We regret the customer had a negative experience at the Albany Les Schwab TireCenter. Les Schwab prides itself on superior customer service, takes reports veryseriously, and investigates the underlying facts of all customer concerns.According to Les Schwab’s records, Mr. [redacted] brought his 2008 Scion...

tC (“vehicle”) tothe tire center on March 11, 2016 for a complimentary alignment inspection. Thetechnician performing the inspection confirmed the left rear toe was at -.09 outsidemanufacturer’s recommendation of -.04 and the front toe was out 0.36, well outside themanufacturer recommendation of 0.20. Les Schwab recommended both front and rearalignments for the vehicle in a written quote detailing these precise measurements forthe customer’s review and approval. The customer instructed Les Schwab’s technicianto perform the front end alignment only.Although Les Schwab disagrees with the allegations in the customer’s report, we wouldlike to assure the customer that Les Schwab remains committed to providing the bestcustomer service and products possible.

Revdex.com Case ID [redacted]We regret the customer had a negative experience at the Gresham Les Schwab Tire Center. Les Schwab prides itself on superior customer service, takes reports very seriously, and investigates the underlying facts of all customer concerns.  As soon as Les Schwab received a copy of this report, Les Schwab’s Customer Service Representatives forwarded a claim form to the customer for him to complete and return to our Liability Department to investigate. The results of that investigation will be shared with Mr. Leslie shortly. Les Schwab apologizes for any inconvenience this may have caused Mr. Leslie and sincerely thank him for his patience.

Hello and thank you for the opportunity to explain the claimed service failure, On July 25th 2015 Mr. [redacted] vehicle was brought in to our store by his daughter for a TPMS (tire pressure monitoring system) light being activated, The customer was not sure which tire had the...

issue if any, Upon inspection we found that the right rear tire was very low on air while all others were within a couple pounds of the vehicles recommended tire pressure placard, The right rear tire was removed at which time a screw was found and repaired before being reinstalled onto the vehicle, We informed Mr. [redacted] daughter that we had found a screw in the right rear and set all other tires at the correct pressure, The paperwork was processed and she was sent on her way at no charge although the tires on the vehicle were not from Les Schwab. A few days after the service was preformed Mr. [redacted] called our store and started the conversation by telling us we were incompetent and that he had went to [redacted] where they had found a nail in the right front tire (not the same tire we had worked on) and that due to our incompetence he was forced to replace a tire, He also stated that [redacted] (the company where he had taken the vehicle) said the nail had been In the tire for a long time and that the nail was in the shoulder of the tire, As a company we pride our selves in customer satisfaction and also have an extensive background in services such as the one in question, That being said we are very confident in our ability to determine and resolve an issue such as this, We are also well aware that in no way could a company determine how long an object such as nail may have been in a tire as well as the fact that although he has a warning system that would indicate a flat he choose to drive on the flat tire which would also result in the tire not being repairable, As a company we do our best to meet and exceed customer expectations and therefore are very thorough in vehicle inspections at the time of a service such as this, As a company with extensive background and highly trained professional's in the industry we are very confident in saying that this problem did not exist at the time of the original service, Therefore in no way do we feel as though we are responsible for the replacement cost of a tire that would not have been salvageable due to the location of the object, We are sorry to here that Mr. [redacted] believes our lack of thoroughness resulted in a tire needing replacement however we as a company have no cause to believe the fault is ours, On a daily basis we repair tires that pick up objects such as nails and often times have worked on vehicles that have back to back flat tires on separate occasions in very close time frames, Also we would like to again state that with the nail being in the shoulder of the tire it would not have been repairable, The service performed is one in which all employees do on a daily basis and one that would have been done in a thorough manor as with all of our services provided, We would also like to state that although the tires on the vehicle were not tires in which we had sold the service was still provided at no charge as with all the transactions on Mr. [redacted] account listed from 2010 to the present day, We gave Mr. [redacted] a quote of $435.00 for four tires on this particular vehicle in November of 2014 at which the time the service was declined, In looking into the matter we found that all transactions had been for free service work with multiple quotes primarily for tires of which none had been purchased, Our company takes great pride in making customers feel as though they have been taken care of to a level of personal satisfaction as well as doing a thorough job on all vehicles that come to our facility regardless of service type, Every member of our team has extensive knowledge of product and service such as this and we strive to set the bar in customer satisfaction, That being said we would be more than happy to accommodate any customer if there in fact had been a failure in our repair but can confidently say that the failure in this matter was in no way our fault and in no way justifies or requires us to be held responsible for the cost of tire failure that unfortunately happens on a daily basis.   Thank you from Dan M[redacted] store manger and our team

We regret the customer had a negative experience at the Denver Federal Blvd SchwabTire Center. Les Schwab prides itself on superior customer service, takes reportsseriously and investigates the underlying facts of all customer concerns.Contrary to the customer’s report, Les Schwab does not...

restudtires because of thepossibility of pushing studs through the casing and ruining the tires. According to LesSchwab’s records, the tires in question were purchased by a customer other than Mr.[redacted] on November 12, 2014 and have never been rotated or otherwise serviced.When Mr. [redacted] brought the vehicle to the tire center on December 26, the tires werebadly worn and had severe edge wear. Les Schwab’s technician recommended all fourtires be replaced. Mr. [redacted] declined and left the tire center with no work performed.Les Schwab respectfully disagrees with Mr. [redacted]’s allegations and stands behind itsrecommendation to replace the vehicle’s tires. We would like to assure the customerLes Schwab conducted a thorough investigation and remain committed to providing thebest service and products possible.

We regret the customer had a negative experience at St. Helens Les Schwab tirecenter. We take customer reports seriously and diligently work to immediately addresscustomer concerns.As soon as Les Schwab learned Mr. [redacted] was unsatisfied with the services hereceived from the St. Helens tire center,...

Les Schwab’s Customer ServiceRepresentative called Mr. [redacted] in an attempt to resolve his concerns. To date, Mr.[redacted] has not yet to returned the call. Les Schwab is committed to providing thebest customer service possible and would like to work with Mr. [redacted] to resolve hisreport. If Mr. [redacted] contacts our Customer Service Representatives directly at[redacted] or the Store Assistant Manager, Javier, at [redacted], he will attemptto resolve his concerns.

I am mostly satisfied. I do not plan to go back to the original les scwab even though it is most convenient.
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.
Sincerely, I wish I had not experienced this as well. I have changed my views on les scwab but I truly appreciate the people who did Make it right
[redacted]

Revdex.com Case ID [redacted]We regret the customer had a negative experience at the Wenatchee Les Schwab Tire Center. Les 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 has been...

in contact with the customer and has worked with her to resolve the concerns raised with your office. Les Schwab believes Ms. [redacted] is satisfied with the agreed upon resolution.  We apologize for any inconvenience this may have caused Ms. [redacted] and sincerely thank her for her patience.

Thank you for the inquiry. We are dealing directly with the customer to resolve this. Thank you again and have a good day.

Revdex.com Case ID No. [redacted]We regret the customer had a negative experience at Idaho Falls Les Schwab tire center.  We take customer reports seriously and diligently work to immediately address customer concerns.As soon as Les Schwab learned Mr. [redacted] was unsatisfied with the services he...

received from the Idaho Falls tire center, Les Schwab’s Customer Service Representative, Chris, called Mr. [redacted] in an attempt to resolve his concerns.  To date, Mr. [redacted] has not yet to returned Chris’s calls.  Les Schwab is committed to providing the best customer service possible and would like to work with Mr. [redacted] to resolve his report.  If Mr. [redacted] contacts Chris directly at [redacted], he will attempt to resolve his concerns.

Revdex.com Case ID [redacted]We are in receipt of Mr. [redacted]’s additional correspondence. Les Schwab’s store manager, Dave, offered to refund the full amount for the rear tires Mr. [redacted] purchased at the Coos Bay tire center. Mr. [redacted] selected new tires that were $50 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 center. As a sole gesture of customer service, Dave offered to waived the freight charge, only leaving $50 additional Mr. [redacted] would need to pay for the difference in the price of the tires. Mr. [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.

Complaint: [redacted]I am rejecting this response because:Yes I contacted tow truck companys ,however  they refused service  because they where not equipped for towing  a semi  not because  of bad weather it is also bothering to that they thought the weather was  to bad for them to drive but they where comfortable with leaving  me sit in it for such a long period of time .There response has helped me decide for certain that I will no longer do business  with them .I will share my experience with all friends  and  family and fellow truck drivers.It hasn't  been about the  money for  me it's knowing  that  my friends and family will be cared for in the years to come.
Sincerely, [redacted], a lost customer[redacted]

Complaint: [redacted]I am rejecting this response because: It took nearly 6 months to receive any type of a response. Obviously they do not place any value on customer complaints, and the response they have given is crap and entirely unprofessional. Clearly this company puts the customer dead last, any claim they make otherwise is completely false. They have made absolutely no effort to offer any type of resolution or honor their own guarantees. As 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 them. I came to them for a repair of their tire on the left rear, not the right front. They 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 merchandise. This was the worst customer service I have experience from any company in the 37 years I have been on this earth, all over about $10, or a cost to them of likely less than $1. 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 $10 repair they should have done in the first place.Sincerely,[redacted]

Revdex.com Case ID [redacted]We regret the customer had a negative experience at the Salem Les Schwab Tire Center. Les 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] claims. Les Schwab’s Liability Department will be in contact with Mr. [redacted] within 48 hours of receiving his report.