Les Schwab Tire Center

We regret the customer had a negative experience at the Yakima Les Schwab TireCenter. Les Schwab prides itself on superior customer service, takes this matterseriously and investigates the underlying facts of all customer concerns.Pursuant to Les Schwab's retail credit agreement Mr. [redacted] signed,...

his account accruesa finance charge at the daily periodic rate of 0.04931%, which is an annual percentagerate of 18.0%. The retail agreement also states a $15.00 late fee will be charged whenthe minimum payment is not received by the 15th of every month. Each payment madewould first be applied to any late fees and interest owed and then to his retail accountbalance (see attached credit ledger).On March 1, 2013 Mr. [redacted] made a $330.48 charge to his retail credit account. Overapproximately the next 33 months Mr. [redacted] made only a handful of payments toward hisaccount balance which resulted in the accrual of interest and late fees. Les Schwab storeemployees made multiple attempts to collect payments from Mr. [redacted] by calling thetelephone numbers listed on Mr. [redacted]'s credit application and sending letters to theaddress listed.As of December 19, 2015, Mr. [redacted]' balance was $276.12. On that date, Mr. [redacted]made the minimum $100 payment required and thereafter charged $154.19 to hisaccount for a battery installation bringing his total balance to $334.73.1 Mr. [redacted] failed tomake another payment until March 31, 2016 when he made a $50 payment, which wasless than the minimum payment required. Mr. [redacted] failed to make any further minimumpayments for approximately the next six months.As of September 7, 2016, Mr. [redacted]'s account balance was $400.98. Mr. [redacted] made a$100 payment reducing his balance to $300.98. Mr. [redacted] did not make anotherminimum payment until December 12, 2016, paying $145. That same day, Mr. [redacted]made a $324.60 charge for four used passenger tires, bringing his account balance to$495.86.On January 30, 2017, Mr. [redacted] made the minimum payment of $50 and that daycharged $37.87 to his account bringing his total account balance to $491.41. Mr. [redacted]has made no further payments toward his account balance since that time.To date, Mr. [redacted]'s account is 5 months past due and the balance is $604.14, of which$45.41 is interest and $75.00 is late fees. Contrary to Mr. [redacted]'s report, Les Schwab has1 In his report, Mr. [redacted] claims he disputed the December 19, 2015 battery purchase.Les Schwab's monthly billing statements provide the address and telephone number tocontact should a customer wish to dispute any charges within 60 days. At no time didMr. [redacted] contact Les Schwab's Credit Department to dispute this charge.not sent his account to a collection agency. If Mr. [redacted] will contact the Yakima TireCenter no later than July 20, 2017 to make payment arrangements, Mr. [redacted] can avoidany further action by Les Schwab to turn the account to a third party collection agency.Based upon the above, Les Schwab's attempts to collect Mr. [redacted]'s delinquent debt arereasonable and in compliance with all applicable laws. Although we disagree with theallegations in the customer's report and are unwilling to resolve his concerns for what heasks, Les Schwab would like to assure Mr. [redacted] that we have taken his report seriously,conducted a thorough investigation, and remain committed to providing the best servicepossible to our customers.    [redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Revdex.com Case ID No. [redacted]We regret the customer had a negative experience at Salem Les Schwab tire center.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 Salem...

tire center, the Store Manager and Les Schwab’s CustomerService Representative called and left voicemails for Mr. [redacted] in an attempt torresolve his concerns. To date. Mr. [redacted] has not returned any of the calls. LesSchwab is committed to providing the best customer service possible and would like towork with Mr. [redacted] to resolve his report. If Mr. [redacted] contacts our Store Managerdirectly, he will attempt to resolve his concerns.

We regret the customer had a negative experience at the Fairfield 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 learned there was an issue with the...

work performed on Ms. [redacted]’s vehicle, the Store Manager immediately addressed Ms. [redacted]’s concerns. Once 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 results. Les 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 vehicle. As 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 tires. Les 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.

Complaint: [redacted]I am rejecting this response because: When I was into the store I gave "Seth" a copy of my paper work,which at that time "Seth" stated Les Schwab which to a new computer system, my other paper work would be in that system. The tires were not for a Malbui, it was a for a Honda! I have never received a call from Les Schwab.I have all of my call records. Before filing a complaint, I sent an email to a Casey that was requested, no response. Sincerely,[redacted]

Revdex.com Case ID  #[redacted]
We are in receipt of Mr. [redacted] additional correspondence.
According to Les Schwab’s records, Mr. [redacted] visited the tire center on January 19, 2017 and had the old parts reinstalled on his vehicle and received a refund and an apology from the store manager. Les Schwab believed the customer was satisfied with the agreed upon resolution. Since the customer’s additional report, Les Schwab’s Customer Service Representative, [redacted], has left the customer two voicemails in an attempt to resolve his concerns. To date, the customer has not returned his calls.   Les Schwab is committed to providing the best customer service possible and would like to work with the customer to resolve his concerns.  If the customer contacts [redacted] directly at [redacted], he will attempt to resolve Mr. [redacted] concerns raised with your office.

We regret the customer had a negative experience at Littleon Les Schwab tire center.We take customer reports seriously and diligently work to immediately addresscustomer concerns.Les Schwab is committed to providing the best customer service possible and wouldlike to work with Mr. [redacted] to resolve...

his report. If Mr. [redacted] contacts our StoreManager Pete S[redacted] directly at [redacted] he will attempt to resolve his concerns.

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.
In the future I would remind Les Schwab and all of its dealers to not sell tires that have outlived the manufacturers warranty of five years as well. It is at the very least unethical and dangerous in my personal experience. This may not be the end of my efforts to find justice as far as Les Schwab is concerned. Lastly, no matter how good the deal I will never recommend LS or do business with them.
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 more. I cannot state that we are satisfied with the job at this point. First 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 switch. That was Saturday the 12th and on Saturday evening when we took my son home the front passenger side brake started screeching when not in use. Preventing us from using our vehicle once again. On Monday they determined that this was caused by a loose clip rubbing on the rotor. Although they stated that this did not mar the rotor only removed a bit of rust I am still skeptical on that. Thursday Sept 17th however while driving the truck something started dragging and preventing the vehicle from moving properly. Making a left hand turn seemed to cure this for the time being. Again we contacted Dorian at Oregon City to see if he had any idea what might cause this. He didn't but of course did offer to have us bring the vehicle in again and they would look at it. Dorian has been the best person we have dealt with and is most likely doing his best, we have no complaint with his service. However, the people working on our brakes perhaps need additional training. Garrett definitely needs a lesson in treating customers with respect and to look behind himself before he says rude things about the customers and their vehicle. I think that since Les Schwab has had our truck in their locations 11 times that is enough. I hardly know what to think anymore. I believe at this point we have spent an additional $117.00 on rental vehicles and that they could at least reimburse us for that. In the original complaint we mentioned that the rotor and wheel bearings where never replaced even though we specifically asked that they be replaced. No one has spoken of this it just seems to be not on the things they want to do. OK fine but it would be nice if someone could at least assure us that there is no problem with these parts. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: There has been no attempt on the part of Les Schwab to contact us. The phone number on file is my wifes and she carries it with her at all times.  Not to mention we have been into the store to pay the bill in person and not one person mentioned this issue.Sincerely,[redacted]

We regret the customer had a negative experience at the Port Orchard, Washington Les Schwab Tire Centers. Les Schwab prides its self on superior customer service, takes reports very seriously, and investigates the underlying facts of all customer concerns. Les 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 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.

Complaint: [redacted]I am rejecting this response because:
My car was perfectly maintained when I arrived at Les Schwab, and the key fob no longer worked upon leaving. As I already stated in my complaint, it was clear that the problem was not the battery since both key fobs worked on the other locks and not on the driver side. When the employee "offered to replace the battery in the key fob," it was not a "gesture of customer service!" I had already explained to him the reasons which I've already explained here why it couldn't be the battery.  He gave a rude response including, "when I need a battery I just go buy one; I don't call someone else" in a rude tone.  Since that's what Les Schwab calls customer service, then it's clear to me that I will never be a customer again. In their response they even blamed the problem with the tire sensor on Honda service. Les Schwab does acknowledge that Honda found a problem with the key fob which wasn't the battery, but they still refuse to respond as reputable businesses would. The fact remains that it worked with never any problem when I arrived, and did not upon leaving. Something did happen at the Les Schwab shop.  
I have never filed a complaint against any business ever before. So, this isn't something I would do if my experience didn't warrant a reasonable response from Les Schwab. I was once a loyal customer who recommended Les Schwab to friends. I will now let everyone be aware to avoid Les Schwab, since they don't respond as a reputable business would.
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 this matter seriously and investigates the underlying facts of all customer concerns.According to Les Schwab’s records, [redacted]...

visited the tire center on June 7, 2016 and purchased two new tires in the amount of $193.38, she paid $100 cash and opened a charge account for the remaining $93.38.Pursuant to [redacted]’s credit agreement with Les Schwab, we telephoned her and left multiple messages in July and August to let her know that she her account was past due. On September 7, 2016 Les Schwab sent a letter to her home address requesting payment. On September 24, 2016 after the customer’s account became three months past due, Les Schwab left a business card on the door at [redacted]’s residence, in an attempt to discuss her delinquent account. On September 27, 2016, Les Schwab telephoned her place of employment in an attempt collect on her debt. During this call, [redacted] requested Les Schwab not call her place of employment. Les Schwab immediately made a notation on her account regarding her request and Les Schwab has honored that request. On September 30, Les Schwab again visited [redacted]’s residence, successfully making contact with her. The store manager requested [redacted] make a payment or he would begin pursuing the remedies permitted under the credit agreement. The customer only made a partial payment to bring her account current. [redacted]’s account remains delinquent as of the date of this letter.Based upon the above, Les Schwab’s attempts to collect [redacted]’s delinquent debt are reasonable and in compliance with all applicable laws. Les Schwab would like to assure [redacted] that we have taken her report seriously, conducted a thorough investigation, and remain committed to providing the best service possible to our customers.

Revdex.com:As I indicated in the email I sent to you earlier, Les Schwab has refunded my money for the defective tire. This matter is resolved.Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:Business has yet to respond to my complaint, particularly to why a second set of tires were installed and charged when customer only agreed to one set of tires.  I ask for documentation why company removed without permission customer's remaining set of Cooper tires on  November 5, 2016.  Company claimed Sept 26, 2016 THAT ONLY TWO TIRES WERE NEEDED TO BE INSTALLED.  Company stated our other two Cooper tires did NOT need to be replaced.  Company thought Country tires would match existing Cooper tires AND if company stated if not a match to return them and company would remove the Country tires and put on two new tires that better matched the existing Cooper tires.   Customer brought 4x4 back Nov 5th to have Country tires removed and tires with better match to existing Cooper tires installed for free.  Company removed customers' existing Cooper tires and installed two more Country tires WITHOUT customer knowledge or approval.   Then company charged $440 for these new tires.  Customer lost $300 of Cooper tires, had to pay $440 to gets Company to return customers' keys to vehicle on Nov 5th.  To date Company charged customer $360 Sept 26 claiming need only two tires.  Charged $440 for two more tires Nov 5th, plus destroyed Customer's Cooper tires on Nov 5th without permission causing customer to loose $300 worth of Cooper tires. Company has been told this before yet fails to discuss in any reply to date.  Therefore, respond now.I have a new letter on this I would like to add here but Revdex.com software is not grabbing it.  If Revdex.com could inform how to send I would really appreciate.  Les Schwab comment nothing new to reply to is incorrect since there is quite a bit they have yet to address. [redacted]  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Les Schwab wants me to ship the tire at my expense to them from Alaska without any guarantee I will be reimbursed for anything. I also tried to contact the distributor of the tires but they are no longer answering their phone or emails that I sent. Once I hand over the two defective tires to Les Schwab I will have no evidence of just how badly the tires failed at less than 2500 miles. If Les Schwab has a good contact for the manufacture I would far prefer dealing directly with them than Les Schwab. Perhaps that is the next step that we need to pursue. I could then file a grievance against them. I suspect we will find the manufacturer is defunct for several years and Les Schwab stopped doing business with them because they were aware their product was inferior. But not so inferior that they would stop selling them knowing they were inferior and dangerous to consumers.
Sincerely,
[redacted], **

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,
[redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
I recently spoke with someone named Casey. He 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 Case ID [redacted]We regret the customer had a negative experience at the
Lebanon Les Schwab tire center. We take customer reports seriously and
diligently work to immediately address customer concerns.According to Les Schwab's records, on May 30, 2017 Mr. [redacted]
brought his 2008 Nissan 350z...

("vehicle") to the tire center for a
flat repair of a tire he recently purchased at a non-Les Schwab location,
Martinez Tire. Les Schwab's technician discovered the bead on the flat tire was
broken, making it unrepairable and unsafe to drive on. Mr. [redacted] informed the
technician he was going to take his vehicle elsewhere. Mr. [redacted] did not have a
spare tire to mount. So, as a gesture of customer service, and in order to get
Mr. [redacted] back on the road safely, Les Schwab loaned Mr. [redacted] a used tire,
mounting it on his vehicle at no charge (a $100 value). See the attached
invoice. The following day, Mr. [redacted] brought the loaner tire back to the
Lebanon tire center and dropped it off.Although
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. [redacted] that
Les Schwab diligently investigated his concerns, worked in good faith to
resolve his concerns in a fair manner, and remains committed to providing the
best service possible to its customers.

I regret that I was late in using your web portal to respond to my now closed complaint.
 
I disagree with Les Schwab’s characterization of their resolution.  I received a single phone call from the technician who I had spoken with on the phone that caused the confusion in the first place.  The technician was argumentative and did not offer any resolution besides swapping out the old parts.  I did not receive any contact from the store manager.  I did not go into the location and speak to the manager as they wrote in their summary.  I was never given an apology for the miscommunication.  I do not consider their resolution acceptable and would like the complaint to state that.
 
Thank you for your time,

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 concerns. Les Schwab would like to assure Ms. [redacted] we remain committed to providing the best service possible to its customers.