Tell us why he May 23, 2016Revdex.com of Upstate South CarolinaAttention[redacted]408 North Church Street, Suite CGreenville, SC 296-2149 [redacted]...
[redacted] Dear [redacted] We received your email regarding Mr. [redacted] submitted on 5/11/2016, [redacted] and our case number of [redacted], and appreciate the opportunity to follow up and respond. We spoke to [redacted] and advised under the terms and conditions of the warranty she was due a 53% charge on the 2 tires due to wear on [redacted] tires that carries 90,000 mile tread life warranty. [redacted] received 48,000 miles on the 2 tires. We offered a 50% charge on the 2 tires which benefits her even beyond the warranty. We advised her that her tires need to be replaced due to wear and hope she will take advantage of the offer. Sincerely, [redacted]Michelin North America re...
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.
Regards,
[redacted]
November 17, 2015Revdex.com of Upstate CarolinaAttn: [redacted]408 North Chrurch Street Suite CGreenville, SC 29601RE ([redacted]Revdex.com#:[redacted]Michelin File#:[redacted]Dear [redacted]We appreciate your email regarding [redacted] and appreciate the opportunity to respond.I have...
contacted [redacted] and explained to the consumer that his tires were not worn out. Actually, 2 tires had more that half the tread left and 2 tires had tread depths above 2/32. By law, tires are not worn out until they are at 2/32. The consumer tires were at 5/32 and 3-4/32. I explained the warranty to the consumer and he understood our policies. (Michelin tires are covered for defects in workmanship and material for 6 years or the usable life of the tread, whichever would come first) I offered to assist [redacted] with a 50% goodwill on replacement tires and he accepted.Sincerely,[redacted]Michelin Executive Response Team
We understand the frustration experienced by Mr. [redacted]. Please be assured that we fully review each tire claim submitted to us. Any evidence of a material or workmanship issue would be handled in favor of the consumer. Even inconclusive results would be processed. In this case, the evidence clearly indicated the tire had sustained impact damage at some prior point in time. We recognize that the consumer may not recall the incident in which the damage occurred. It may have happened days or even weeks before the tire finally came out of service. Although the tire in question does not qualify for claim consideration, we would like to extend some goodwill to him. According to the tire replacement invoice provided, he paid $309.75 for the replacement tire, including installation and tax. In the interest of promoting consumer satisfaction, we are offering to reimburse that expense. He would be responsible for the vehicle repair expenses. If our offer is accepted, we will mail the necessary paperwork and release form to him. We appreciate the opportunity to review this matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I am rejecting David H[redacted]' Good Will Offer of $225.99 for the following reasons:I do not agree with their claiming the tire took a hard impact. I would know if such an impact had occurred.In David's verbiage that I no longer have the tire "..." . My statement is true that the body shop disposed of the tire without my knowledge. That being said, Michelin had the tire previously for their review. I also have pictures of the tire which support my claim.The $225 offered to replace one tire does not come close to the cost to repair the damage caused by the under warranty, faulty tire. At the very least, reimbursement of my deductible of $500 should be the MINIMUM "Good Will Offer". That under warranty, faulty tire caused over $3000 worth of damage to my vehicle. That does not include the $1000 I spent to replace all 4 tires due to my fear of having the same issue with the other tires. David H[redacted] specifically told me that paying $500 to me would admit guilt. But paying to replace a tire doesn't?
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
I reviewed Mr. S[redacted]'s response and agree that I finally got a check of $199.28 after months of dealing with them to help compensate me for a portion of the new tires I had to purchase. I do not agree on many of the statements in his response. As mentioned to you before, my experience with Michelin was horrible. It took months to get anyone to acknowledge my issues. My dealership ([redacted] Lexus North) had sent in all requested information shortly after the first request unlike Mr. S[redacted] statement of not being able to receive the information after multiple phone calls. The multiple phone calls that were made were by me, not Michelin! [redacted] Lexus North and myself both sent in the information on numerous occasions after being told they didn't receive the information. I had to call back 38 times (per Alvin S[redacted] told me today over the phone) until finally Alvin S[redacted] contacted me. I'm sure I had called more than 38 times too. No one ever called me to speak with me about my case or acknowledge anything about my case until Alvin, months later. I had to place dozens of calls into Michelin and spent many hours over the phone repeating my issues over and over before anyone could help me. I would have to re-explain my entire case each time I called and spend hours over the phone while each representative reviewed all of the notes in my case. Michelin never assigned one case manager to my case so each time I called I had to go over it from the beginning. This is why I have contacted you to report such negligent customer service. I believe they should not be given a good rating on there customer service. It is by far the worse customer service experience I have ever had. I told Alvin S[redacted] that I would never buy another Michelin product because I would never want to deal with the customer service department again. Thank you.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
B[redacted] M[redacted]
June 27, 2016Revdex.com of Upstate South Carolina[redacted]408 North Church Street, Suite C Greenville, SC 29601-2149 [redacted] We received your email regarding [redacted] and appreciate the...
opportunity to respond. We reviewed the circumstances with [redacted] bicycle tire tube. Our records indicate that we were initially contacted, by [redacted], via phone on 05/14/2016. During the call, he stated that his Michelin [redacted] tube had a slow air leak. At that time, [redacted] was advised that he would need to have the tube inspected by a bicycle shop that sells Michelin tires. The case file indicates that there were no Michelin dealers in [redacted] area to perform an inspection, the closest dealer being 50+ miles away. On 05/23/16, [redacted] was advised that a non-authorized dealer could provide the inspection of his tube. [redacted] requested at that time to be reimbursed for the cost of the tube. The representative in Consumer Care offered to reimburse [redacted] 50% as a Goodwill Concession, due to lack of inspection. On this same day, [redacted] sent an email to Consumer Care accepting the 50% reimbursement for the cost of the tube. A check was mailed to the address he provided on 06/23/16. Upon receiving your email, I called [redacted] to discuss his claim. Given the inconvenience that was imposed upon [redacted] while trying to resolve this case under the terms of the warranty, I have extended a Goodwill Concession of (2) two free replacement tubes. [redacted] accepted this Goodwill Concession and was appreciative of our follow-up on his claim. Sincerely, [redacted]Michelin North America Tell us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. The fact is, the tire failed and caused damage. The tire should not fail prior to warranty running out. The term Consequential Damage Claim has never been said. Call it what you want. I reiterate, the fact is the tire was faulty under warranty and caused damage.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
As I explained to the gentleman that I spoke to I had done everything that ** [redacted] asked me to do. Of the three place that they sent me the only one willing to help was [redacted] and Battery. I purchased the tires that the Manager recommended to me after I was told that [redacted] would not reimburse them for warranty work. I feel like I am being penalized for being a loyal custome. I payed $1000.00 for a set of [redacted] tires that have more than 50% use left on them that I can't use. So I purchased another set of tires to be safe, and [redacted] wants to offer me a credit on future tires good for 24 months. It is highly unlikely that I will need new tires in two years so I will have received nothing, that is what I was trying to explain.I called right away for a solution and felt like I was given the run around. I had to make sure that my vehicle was safe.
Regards,
[redacted]
Revdex.com:
I have reviewed the Revdex.com MESSAGE reference to complaint ID [redacted], and wonder HOW HAVE THEY REACHED OUT TO ME??? WHAT RESOLUTION AND/OR SETTLEMENT HAVE THEY OFFERED?PERHAPS, YOU CAN TRANSLATE. BY CHANCE HAVE THEY TOLD YOU WHAT THEY PROPOSE?? OR, IS THIS SUPPOSED TO BE CONFIDENTIAL? Regards,
[redacted]
July 11, 2017Better Business of Upstate CarolinaAttn: [redacted]408 North Church Street Suite CGreenville, SC 29601Revdex.com# [redacted]Michelin File [redacted]Dear [redacted],We received your email regarding Ms [redacted] and appreciate the opportunity to respond.We contacted the consumer today and spoke to...
her about her tire concerns. She immediately advised us that she was not happy with the service provided by Michelin. I discussed with her about the many phone calls to us, and our efforts to resolve her tire concerns with the dealer, after many attempts to get an inspection from [redacted] Lexus North, but was not able to after multiple phone calls. We ended up getting the tire information and we provided the consumer with a proration reimbursement of $199.28.After further discussion with Ms [redacted] about our efforts in getting an inspection, she requested that we reimburse her for all the time she spent talking with us. We advised her that our warranty (All Michelin tires have a standard Manufacturer's limited Warranty, which covers defects in workmanship and materials for the life of the original usable tread, or for 6 years from the date of purchase, whichever occurs first), and we authorized a reimbursement to settle her claim. We also advised her that there are no additional reimbursements for her time. We also show that her dealer, [redacted] Lexus of North provided her with a no-charge adjustment on 1 tire. Sincerely,Alvin S[redacted]Michelin Executive Response TeamMichelin North America
We left Mr. [redacted] a voicemail as well with the information below:Revdex.com of Upstate South Carolina Attn: [redacted] 408 North Church Street, Suite C Greenville, SC 29601-2149 RE: [redacted] Revdex.com ID#: [redacted] Michelin File #: [redacted] Dear [redacted] We received your email regarding [redacted] and appreciate the opportunity to respond. We reviewed the circumstances with Mr. [redacted]’s Michelin tires. Our records indicate that we attempted to contact Mr. [redacted] on 2/23/2017 and left a voicemail to return our call. After reviewing the case it was determined that we can provide a one time final goodwill concession of 2 tires at 45% charge based on the mileage that was received. The Michelin [redacted] comes with a 36,000 mile limited warranty and he received 20,000 miles out of them. Per our warranty guidelines “If a tire is covered…Michelin will replace the tire with a comparable new MICHELIN replacement on a pro rata basis.” The materials warranty which is for the sidewall cracking is also handled on a pro-rata basis. We have looked at how much tread there was left on the tires, the age of the tires, and how many miles Mr. [redacted] received out of the tires and will provide a 45 % charge / 55% credit as a goodwill concession. The offer that has been made to him meets and exceeds what is due under the warranty guidelines. Any adjustments can and will be honored at the time of replacement and if tires have been purchased at full price, we will be able to issue a check for the difference. If there are additional questions, please do not hesitate to contact us. Sincerely, Audrey C[redacted] Executive Response Team Michelin North America
Shirley, Consumer Care Manager, spoke with Ms. [redacted] yesterday (10/4) and explained again (Ms. [redacted] has sent letters to other managers in the Consumer Care Department and they also explained the same thing) that the warranty itself only applies to the cost of the replacement tire. All of the additional fees (Road Hazard Coverage, Lifetime Rotation, etc) are options that Ms. [redacted] chose to purchase from the dealer directly. These services are not associated with Michelin in anyway. However, because of the misunderstanding between Ms. [redacted] and Gregg on what reimbursement would be given on, Shirley did agree to reimburse an additional $67.96 to cover the cost of mounting and balancing. Ms. [redacted] accepted this offer, even though she made it known she did not feel it was fair to her, and a check was requested at that time. It was reiterated to Ms. [redacted] that her tires are outside of the 6 year warranty and the offer provided to her is a Goodwill Concession only because we value her as a Consumer. We did inform her that this is the final offer and she has accepted it. There will be no further assistance provided on her case. Thank you,SamanthaMichelin North AmericaConsumer Care Executive Response
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted] and have determined that this does not resolve my complaint.
Regards,
[redacted] On numerous attempts I tried to call [redacted] and left a voice mails. As she instructed, I went to the Michelin dealer for inspection. Please, let me know the next step in the process of replacement under warranty.
August 24, 2016Better Business of Upstate Carolina[redacted]408 North Church Street Suite CGreenville, SC 29601[redacted],We received your email regarding [redacted] and appreciate the opportunity to respond.We contacted [redacted] today about his...
tire concerns for rapid tire wear. We discussed our warranty (All MICHELIN® tires have a Standard Manufacturer's Limited Warranty, which covers defects in workmanship and materials for the life of the original usable tread, or for 6 years from date of purchase, whichever occurs first.), and how tires are prorated under the limited mileage warranty. [redacted] advised us that he understood the warranty and had new Michelin replacement tires adjusted at 81% credit off, as oppose to our original offer of 71% off. [redacted] agreed to the new percentage. However, he expressed his concerns and felt that his tires should have been replaced at a no-charge. We advised [redacted] about our process of pro rata and apologized to him for any inconveniences. The call was ended with no other questions or concerns.Sincerely, [redacted]Tell us why here...
October 24,
2016
Better
Business of Upstate Carolina
Attn: Cindy
R[redacted]
408 North
Church Street Suite C
Greenville,
SC 29601
Revdex.com#
[redacted]
Michelin
File [redacted]
Dear [redacted],
We received
your email regarding Mr. [redacted] and...
appreciate the opportunity to
respond.
We have
contacted Mr. [redacted] and discussed his wiper blade concerns. He advised
us that he was not happy with his Michelin Wiper Blades, due to a malfunction. We resolved his
Michelin Wiper Blade concerns, and sent him a new upgraded set. He was very
happy that we are sending him new Michelin Wiper Blades.
Dear Revdex.com:In reference to complaint ID [redacted]...
Michelin's offer was ambiguous. They wrote: " If you will provide us with a copy of the invoice for the original purchase along with a copy of the invoices for the replacement tires we will be glad to contact the tire dealer and review a resolution with you."
They did say they will reimburse me for the towing bill.
They also requested that I send all of the receipts for 1) the towing; and 2) the EIGHT tires I purchased (4 originals and 4 replacements for the flats occurring on 3 different occasions). I promptly sent all of these documents.I would like Michelin to reimburse me for all 8 tires, and I will return the 4 replacement Michelin tires to them. I only purchased the second set of Michelins because it was required to keep the cars tires "balanced" (again, the tires went flat on 3 different occasions, not all at once); the 3 tire dealers all strongly recommended having all 4 tires be the same make.
At the very least, I want Michelin to reimburse me for 4 of the 8 tires purchased, all in less than a year, and several within just a few months of purchase. Again, my prior set of much less expensive [redacted] that that were driven on by me, on the same car, in the same manner, until they were tread bare (mentioned on receipt). Not one ever had a flat.
Thank you,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is CONDITIONALLY satisfactory to me. I have not received the check as it is expected to take 5 weeks which is an exceptionally long time to process a small refund. In good faith I am marking this complaint as resolved. If the check does not reach me by January 20th 2017 or there are problems cashing the check, this case will need to be reopened. I had also requested in my original complaint that Michelin follow up with their dealer [redacted] tire. They did not follow Michelin's warranty program even though they installed the tires on my vehicle and still claim to be a Michelin dealer. This is still an unresolved matter.
Regards,
[redacted]
Tell us why he May 23, 2016Revdex.com of Upstate South CarolinaAttention[redacted]408 North Church Street, Suite CGreenville, SC 296-2149 [redacted]...
[redacted] Dear [redacted] We received your email regarding Mr. [redacted] submitted on 5/11/2016, [redacted] and our case number of [redacted], and appreciate the opportunity to follow up and respond. We spoke to [redacted] and advised under the terms and conditions of the warranty she was due a 53% charge on the 2 tires due to wear on [redacted] tires that carries 90,000 mile tread life warranty. [redacted] received 48,000 miles on the 2 tires. We offered a 50% charge on the 2 tires which benefits her even beyond the warranty. We advised her that her tires need to be replaced due to wear and hope she will take advantage of the offer. Sincerely, [redacted]Michelin North America re...
The check was processed on April 4th. The consumer should receive the check within the next few weeks.
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.
Regards,
[redacted]
November 17, 2015Revdex.com of Upstate CarolinaAttn: [redacted]408 North Chrurch Street Suite CGreenville, SC 29601RE ([redacted]Revdex.com#:[redacted]Michelin File#:[redacted]Dear [redacted]We appreciate your email regarding [redacted] and appreciate the opportunity to respond.I have...
contacted [redacted] and explained to the consumer that his tires were not worn out. Actually, 2 tires had more that half the tread left and 2 tires had tread depths above 2/32. By law, tires are not worn out until they are at 2/32. The consumer tires were at 5/32 and 3-4/32. I explained the warranty to the consumer and he understood our policies. (Michelin tires are covered for defects in workmanship and material for 6 years or the usable life of the tread, whichever would come first) I offered to assist [redacted] with a 50% goodwill on replacement tires and he accepted.Sincerely,[redacted]Michelin Executive Response Team
We understand the frustration experienced by Mr. [redacted]. Please be assured that we fully review each tire claim submitted to us. Any evidence of a material or workmanship issue would be handled in favor of the consumer. Even inconclusive results would be processed. In this case, the evidence clearly indicated the tire had sustained impact damage at some prior point in time. We recognize that the consumer may not recall the incident in which the damage occurred. It may have happened days or even weeks before the tire finally came out of service. Although the tire in question does not qualify for claim consideration, we would like to extend some goodwill to him. According to the tire replacement invoice provided, he paid $309.75 for the replacement tire, including installation and tax. In the interest of promoting consumer satisfaction, we are offering to reimburse that expense. He would be responsible for the vehicle repair expenses. If our offer is accepted, we will mail the necessary paperwork and release form to him. We appreciate the opportunity to review this matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I am rejecting David H[redacted]' Good Will Offer of $225.99 for the following reasons:I do not agree with their claiming the tire took a hard impact. I would know if such an impact had occurred.In David's verbiage that I no longer have the tire "..." . My statement is true that the body shop disposed of the tire without my knowledge. That being said, Michelin had the tire previously for their review. I also have pictures of the tire which support my claim.The $225 offered to replace one tire does not come close to the cost to repair the damage caused by the under warranty, faulty tire. At the very least, reimbursement of my deductible of $500 should be the MINIMUM "Good Will Offer". That under warranty, faulty tire caused over $3000 worth of damage to my vehicle. That does not include the $1000 I spent to replace all 4 tires due to my fear of having the same issue with the other tires. David H[redacted] specifically told me that paying $500 to me would admit guilt. But paying to replace a tire doesn't?
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
I reviewed Mr. S[redacted]'s response and agree that I finally got a check of $199.28 after months of dealing with them to help compensate me for a portion of the new tires I had to purchase. I do not agree on many of the statements in his response. As mentioned to you before, my experience with Michelin was horrible. It took months to get anyone to acknowledge my issues. My dealership ([redacted] Lexus North) had sent in all requested information shortly after the first request unlike Mr. S[redacted] statement of not being able to receive the information after multiple phone calls. The multiple phone calls that were made were by me, not Michelin! [redacted] Lexus North and myself both sent in the information on numerous occasions after being told they didn't receive the information. I had to call back 38 times (per Alvin S[redacted] told me today over the phone) until finally Alvin S[redacted] contacted me. I'm sure I had called more than 38 times too. No one ever called me to speak with me about my case or acknowledge anything about my case until Alvin, months later. I had to place dozens of calls into Michelin and spent many hours over the phone repeating my issues over and over before anyone could help me. I would have to re-explain my entire case each time I called and spend hours over the phone while each representative reviewed all of the notes in my case. Michelin never assigned one case manager to my case so each time I called I had to go over it from the beginning. This is why I have contacted you to report such negligent customer service. I believe they should not be given a good rating on there customer service. It is by far the worse customer service experience I have ever had. I told Alvin S[redacted] that I would never buy another Michelin product because I would never want to deal with the customer service department again. Thank you.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
B[redacted] M[redacted]
June 27, 2016Revdex.com of Upstate South Carolina[redacted]408 North Church Street, Suite C Greenville, SC 29601-2149 [redacted] We received your email regarding [redacted] and appreciate the...
opportunity to respond. We reviewed the circumstances with [redacted] bicycle tire tube. Our records indicate that we were initially contacted, by [redacted], via phone on 05/14/2016. During the call, he stated that his Michelin [redacted] tube had a slow air leak. At that time, [redacted] was advised that he would need to have the tube inspected by a bicycle shop that sells Michelin tires. The case file indicates that there were no Michelin dealers in [redacted] area to perform an inspection, the closest dealer being 50+ miles away. On 05/23/16, [redacted] was advised that a non-authorized dealer could provide the inspection of his tube. [redacted] requested at that time to be reimbursed for the cost of the tube. The representative in Consumer Care offered to reimburse [redacted] 50% as a Goodwill Concession, due to lack of inspection. On this same day, [redacted] sent an email to Consumer Care accepting the 50% reimbursement for the cost of the tube. A check was mailed to the address he provided on 06/23/16. Upon receiving your email, I called [redacted] to discuss his claim. Given the inconvenience that was imposed upon [redacted] while trying to resolve this case under the terms of the warranty, I have extended a Goodwill Concession of (2) two free replacement tubes. [redacted] accepted this Goodwill Concession and was appreciative of our follow-up on his claim. Sincerely, [redacted]Michelin North America Tell us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. The fact is, the tire failed and caused damage. The tire should not fail prior to warranty running out. The term Consequential Damage Claim has never been said. Call it what you want. I reiterate, the fact is the tire was faulty under warranty and caused damage.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
As I explained to the gentleman that I spoke to I had done everything that ** [redacted] asked me to do. Of the three place that they sent me the only one willing to help was [redacted] and Battery. I purchased the tires that the Manager recommended to me after I was told that [redacted] would not reimburse them for warranty work. I feel like I am being penalized for being a loyal custome. I payed $1000.00 for a set of [redacted] tires that have more than 50% use left on them that I can't use. So I purchased another set of tires to be safe, and [redacted] wants to offer me a credit on future tires good for 24 months. It is highly unlikely that I will need new tires in two years so I will have received nothing, that is what I was trying to explain.I called right away for a solution and felt like I was given the run around. I had to make sure that my vehicle was safe.
Regards,
[redacted]
Revdex.com:
I have reviewed the Revdex.com MESSAGE reference to complaint ID [redacted], and wonder HOW HAVE THEY REACHED OUT TO ME??? WHAT RESOLUTION AND/OR SETTLEMENT HAVE THEY OFFERED?PERHAPS, YOU CAN TRANSLATE. BY CHANCE HAVE THEY TOLD YOU WHAT THEY PROPOSE?? OR, IS THIS SUPPOSED TO BE CONFIDENTIAL? Regards,
[redacted]
July 11, 2017Better Business of Upstate CarolinaAttn: [redacted]408 North Church Street Suite CGreenville, SC 29601Revdex.com# [redacted]Michelin File [redacted]Dear [redacted],We received your email regarding Ms [redacted] and appreciate the opportunity to respond.We contacted the consumer today and spoke to...
her about her tire concerns. She immediately advised us that she was not happy with the service provided by Michelin. I discussed with her about the many phone calls to us, and our efforts to resolve her tire concerns with the dealer, after many attempts to get an inspection from [redacted] Lexus North, but was not able to after multiple phone calls. We ended up getting the tire information and we provided the consumer with a proration reimbursement of $199.28.After further discussion with Ms [redacted] about our efforts in getting an inspection, she requested that we reimburse her for all the time she spent talking with us. We advised her that our warranty (All Michelin tires have a standard Manufacturer's limited Warranty, which covers defects in workmanship and materials for the life of the original usable tread, or for 6 years from the date of purchase, whichever occurs first), and we authorized a reimbursement to settle her claim. We also advised her that there are no additional reimbursements for her time. We also show that her dealer, [redacted] Lexus of North provided her with a no-charge adjustment on 1 tire. Sincerely,Alvin S[redacted]Michelin Executive Response TeamMichelin North America
We left Mr. [redacted] a voicemail as well with the information below:Revdex.com of Upstate South Carolina Attn: [redacted] 408 North Church Street, Suite C Greenville, SC 29601-2149 RE: [redacted] Revdex.com ID#: [redacted] Michelin File #: [redacted] Dear [redacted] We received your email regarding [redacted] and appreciate the opportunity to respond. We reviewed the circumstances with Mr. [redacted]’s Michelin tires. Our records indicate that we attempted to contact Mr. [redacted] on 2/23/2017 and left a voicemail to return our call. After reviewing the case it was determined that we can provide a one time final goodwill concession of 2 tires at 45% charge based on the mileage that was received. The Michelin [redacted] comes with a 36,000 mile limited warranty and he received 20,000 miles out of them. Per our warranty guidelines “If a tire is covered…Michelin will replace the tire with a comparable new MICHELIN replacement on a pro rata basis.” The materials warranty which is for the sidewall cracking is also handled on a pro-rata basis. We have looked at how much tread there was left on the tires, the age of the tires, and how many miles Mr. [redacted] received out of the tires and will provide a 45 % charge / 55% credit as a goodwill concession. The offer that has been made to him meets and exceeds what is due under the warranty guidelines. Any adjustments can and will be honored at the time of replacement and if tires have been purchased at full price, we will be able to issue a check for the difference. If there are additional questions, please do not hesitate to contact us. Sincerely, Audrey C[redacted] Executive Response Team Michelin North America
Shirley, Consumer Care Manager, spoke with Ms. [redacted] yesterday (10/4) and explained again (Ms. [redacted] has sent letters to other managers in the Consumer Care Department and they also explained the same thing) that the warranty itself only applies to the cost of the replacement tire. All of the additional fees (Road Hazard Coverage, Lifetime Rotation, etc) are options that Ms. [redacted] chose to purchase from the dealer directly. These services are not associated with Michelin in anyway. However, because of the misunderstanding between Ms. [redacted] and Gregg on what reimbursement would be given on, Shirley did agree to reimburse an additional $67.96 to cover the cost of mounting and balancing. Ms. [redacted] accepted this offer, even though she made it known she did not feel it was fair to her, and a check was requested at that time. It was reiterated to Ms. [redacted] that her tires are outside of the 6 year warranty and the offer provided to her is a Goodwill Concession only because we value her as a Consumer. We did inform her that this is the final offer and she has accepted it. There will be no further assistance provided on her case. Thank you,SamanthaMichelin North AmericaConsumer Care Executive Response
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted] and have determined that this does not resolve my complaint.
Regards,
[redacted] On numerous attempts I tried to call [redacted] and left a voice mails. As she instructed, I went to the Michelin dealer for inspection. Please, let me know the next step in the process of replacement under warranty.
August 24, 2016Better Business of Upstate Carolina[redacted]408 North Church Street Suite CGreenville, SC 29601[redacted],We received your email regarding [redacted] and appreciate the opportunity to respond.We contacted [redacted] today about his...
tire concerns for rapid tire wear. We discussed our warranty (All MICHELIN® tires have a Standard Manufacturer's Limited Warranty, which covers defects in workmanship and materials for the life of the original usable tread, or for 6 years from date of purchase, whichever occurs first.), and how tires are prorated under the limited mileage warranty. [redacted] advised us that he understood the warranty and had new Michelin replacement tires adjusted at 81% credit off, as oppose to our original offer of 71% off. [redacted] agreed to the new percentage. However, he expressed his concerns and felt that his tires should have been replaced at a no-charge. We advised [redacted] about our process of pro rata and apologized to him for any inconveniences. The call was ended with no other questions or concerns.Sincerely, [redacted]Tell us why here...
October 24,
2016
Better
Business of Upstate Carolina
Attn: Cindy
R[redacted]
408 North
Church Street Suite C
Greenville,
SC 29601
Revdex.com#
[redacted]
Michelin
File [redacted]
Dear [redacted],
We received
your email regarding Mr. [redacted] and...
appreciate the opportunity to
respond.
We have
contacted Mr. [redacted] and discussed his wiper blade concerns. He advised
us that he was not happy with his Michelin Wiper Blades, due to a malfunction. We resolved his
Michelin Wiper Blade concerns, and sent him a new upgraded set. He was very
happy that we are sending him new Michelin Wiper Blades.
Sincerely,
[redacted]
Michelin
Executive Response Team
Dear Revdex.com:In reference to complaint ID [redacted]...
Michelin's offer was ambiguous. They wrote: " If you will provide us with a copy of the invoice for the original purchase along with a copy of the invoices for the replacement tires we will be glad to contact the tire dealer and review a resolution with you."
They did say they will reimburse me for the towing bill.
They also requested that I send all of the receipts for 1) the towing; and 2) the EIGHT tires I purchased (4 originals and 4 replacements for the flats occurring on 3 different occasions). I promptly sent all of these documents.I would like Michelin to reimburse me for all 8 tires, and I will return the 4 replacement Michelin tires to them. I only purchased the second set of Michelins because it was required to keep the cars tires "balanced" (again, the tires went flat on 3 different occasions, not all at once); the 3 tire dealers all strongly recommended having all 4 tires be the same make.
At the very least, I want Michelin to reimburse me for 4 of the 8 tires purchased, all in less than a year, and several within just a few months of purchase. Again, my prior set of much less expensive [redacted] that that were driven on by me, on the same car, in the same manner, until they were tread bare (mentioned on receipt). Not one ever had a flat.
Thank you,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is CONDITIONALLY satisfactory to me. I have not received the check as it is expected to take 5 weeks which is an exceptionally long time to process a small refund. In good faith I am marking this complaint as resolved. If the check does not reach me by January 20th 2017 or there are problems cashing the check, this case will need to be reopened. I had also requested in my original complaint that Michelin follow up with their dealer [redacted] tire. They did not follow Michelin's warranty program even though they installed the tires on my vehicle and still claim to be a Michelin dealer. This is still an unresolved matter.
Regards,
[redacted]