September 1, 2017
Revdex.com of Upstate South Carolina
Attention: [redacted]
408 North Church Street, Suite C
Greenville SC 29601-2149
[redacted]
RE: Consumer: [redacted]
Revdex.com ID# [redacted]
Michelin File # [redacted]
Dear...
[redacted],
We received your letter regarding Ms. [redacted]’s
complaint.
In reference to Ms. [redacted]’s request, we tried to reach out
to her several times calling her at the phone number she provided and sending
her emails requesting to call us back. As we received no reply, we called the
Tire Reward Center to verify if there were any records from Ms. [redacted] showing
that she submitted the rebate redemption form. TRC confirmed that she did. The
rebate card was shipped the 21st of August and was activated on the
25th.
If you may have any questions please do not hesitate in
contacting us.
Sincerely,
Suzanne E.
Executive Response Team
Michelin North America
Case number: [redacted]
June 8, 2015Revdex.com of Upstate CarolinaAttn: [redacted]408 North Church Street Suite CGreenville, SC 29601RE [redacted]Revdex.com#: [redacted]Michelin File#: ([redacted]Dear [redacted]We have received your email regarding [redacted] and we appreciate the opportunity to respond.I...
have contacted [redacted] by phone twice to discuss his tire concerns for rapid wear, but was not able to speak with him. I left a voice message each time, explaining our warranty ( Michelin tires are covered for defects in workmanship and material for 6 years or the usable life of the tread, whichever would come first. The Michelin Latitude Tour tires are covered for mileage under an additional treadwear warranty for 65,000 miles. The appropriate adjustment on replacement tires would be extended as long as the tires have worn evenly and have been rotated according to the terms of the limited treadwear warranty).[redacted] contacted us by phone on 5/23/15 to discuss his concerns about tire wear. Our represenative explained the warranty to the consumer and recommended that the consumer have an inspection for replacement tire assistance. [redacted] disagreed with our process and advised the represenative that he has no desire to replace his Michelin tires with our 3 brands, Michelin, BFGoodrich or Uniroyal. We advised the consumer that he has to replace with our brands in order to get assistance or pro rata, based on tire mileage etc. The consumer advised us that he has 36,000 miles on his tires and the consumer chose to repalce his tires with Goodyear tires. I also explained warranty information in my 2 voice messages.Sincerely,[redacted]Michelin Executive Reponse Team
---------- Forwarded message ----------From: [redacted]Date: Mon, Dec 21, 2015 at 1:29 PMSubject: complaint [redacted]To: [redacted]I've had contact with the company, I've just been waiting on receiving my refund before verifying that the complaint has been successfully resolved.
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.
Regards,
[redacted] I did return to the dealer [redacted] and I was told that [redacted] had again entered the information about the tier in the system and the information was available to Michelin.Last Saturday I spoke again to Michelin and confirmed that the tires were examined at the dealer. Michelin promised that they would get back to me with a resolution but one week later and neither the dealer nor Michelin got back to me.My complaint is not just about warranty but also customer service and bad faith and fair dealing.Please note that the tires were examined at [redacted] and the inspection was noted in the [redacted] system and given to Michelin according to [redacted].Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint I[redacted], and have determined that this does not resolve my complaint.
There is no point in running tires down to an unsafe level when its possible (based on past wear) to know when the tires will hit 2/32. I can tell you (and so can Michelin) that I will get 60,000km at best from those tires. So, as a customer, I have to (1) run my vehicle down to a level that is unsafe, (2) pay Michelin almost half the value of the tires and (3) pay to have new tires installed on my van. All this because the tires lasted 40% of what they supposedly should last. If we were up to 70-80%, it would be a different story and I wouldn't be complaining but to treat a loyal customer like this when they get 40% of the tread wear is unacceptable. I won't be asking Michelin for a prorated amount because they don't deserve any more of my money. I will be purchasing new tires from another company that has no association with Michelin (and I will make sure of that). And I would suggest that Michelin try a little harder to be more accurate with their tread wear values because clearly, in my case, it means nothing and the tread wear was one of the main reasons for purchasing the tires in the first place.
Regards,
[redacted]
Dear [redacted] We received your email regarding Mr. [redacted] and appreciate the opportunity to respond. We reviewed the circumstances with Mr. [redacted] tires. Our records indicate that we were initially contacted, by Mr. [redacted] via email on 6/8/2016. In...
the email, he stated that he was experiencing cracking on the sidewalls of his Michelin [redacted]. Mr. [redacted] asked for instructions on having the tires replaced under the warranty. A representative from Consumer Care sent a reply email on 6/9/16. In this email, Mr. [redacted] was instructed to take his vehicle to an authorized Michelin dealer, or his selling retailer, for an inspection of the tires. The representative also explained that if the dealer found the tires needed to be replaced, they have full authority to do so under the terms of the warranty. Upon receiving your email, we have made several attempts to contact [redacted] via the telephone number provided. Two voicemails were left, asking for Mr. [redacted] to return our calls, on 6/20/16 and 6/21/16. At this time, we have not received a call back from Mr. [redacted] 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 find that this resolution is satisfactory to me.
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 will accept the response when I receive the check. I am cautious this time because I was told last time that payment will be made and it wasnt.
Regards,
[redacted]
July 19, 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 [redacted] and...
appreciate the opportunity to respond. We reviewed the circumstances with **. and [redacted] Michelin tires. Our records indicate that we were initially contacted by [redacted] Tire on 7/29/13. At that time the dealer advised us [redacted] (4) four [redacted] tires had cracking on the sidewall. At that time we authorized the dealer to adjust the tires under the terms of the Michelin 6-year Standard Warranty. Based on the tread depths provided by the dealer, [redacted] received a 70% credit off the retail cost of the new Michelin [redacted] tires. Our warranty only applies to the cost of the tires, therefore, the [redacted] were responsible for paying the dealer’s installation fees, state taxes, and the optional Total Tire Protection Promise they chose to purchase from [redacted] Tire Company. On 6/20/16, we were contacted by the [redacted] via our online Chat service. Their contact was to inform us that they had to replace their 2nd set of Michelin tires due to alleged sidewall cracking. Their case was elevated to our Executive Response committee, who emailed the [redacted] and requested a copy of their invoices for review. Upon receiving the (9) nine pages of receipts, we verified that they did receive the original warranty adjustment listed above for their 1st set of replacement tires. There was no warranty adjustment offered by Michelin on the 2nd set of replacement tires, as [redacted] purchased competitor brand, [redacted] tires. Our Warranty states “If a tire is covered…. Michelin will replace the tire with a comparable new MICHELIN replacement tire on a pro rata basis.” The receipt provided does show that the [redacted] did not have to pay for the cost of these replacement tires, due to the [redacted] they purchased from [redacted] Tire. Because of these details, there is no additional reimbursement due to the [redacted] under the terms of the Warranty. This was explained to the [redacted] via email on 7/14/16. Sincerely, [redacted]Michelin North America Tell us why here...
August 12,
Revdex.com of Upstate South Carolina
Attention: [redacted]
North Church Street, Suite C
Greenville SC 29601-
RE: Consumer: [redacted]
Revdex.com ID# [redacted]
Michelin File # [redacted]
Dear [redacted]
We received your email regarding [redacted]' complaint
We have reached out to [redacted] but have not heard back
from him
We hope to determine a resolution soon.
Sincerely,
[redacted]
Executive Response Team
Michelin North America
Case number: [redacted]
January 17, 2017 Revdex.com of Upstate South Carolina Attention: [redacted] 408 North Church Street, Suite C Greenville SC 29601-2149 RE: Consumer: [redacted] Revdex.com ID# [redacted] Michelin File # [redacted] Hello [redacted], We have reviewed [redacted]’s case. Our agreement was to...
reimburse 30% of the tire cost for 2 tires. We received the [redacted] invoice showing 2 tires were purchased for the amount of $291.98. $291.98 X 30% = $87.60. Check number [redacted] in the amount of $87.60 is in process and the consumer should receive soon. We feel we have assisted the consumer per our agreement. Sincerely, Dale P[redacted] Executive Response Team Michelin North America Case number: [redacted]
June 25, 2015Revdex.com of Upstate CarolinaAttn: [redacted]408 North Church Street Suite CGreenville, South Carolina 29601RE ([redacted])Revdex.com#: ([redacted])Michelin File#: [redacted]Dear [redacted]We contacted [redacted] and discussed his tire concerns for wear. We reviewed the...
inspection results from [redacted] at [redacted] at [redacted]. provided us with inspection information on the consumer's tires. The inspection showed two tires were worn down to 3/32 and two tires were worn to 7/32. Tires are not considered worn out by law until they are at 2/32. We discussed with [redacted] about the warranty ( Your tires are covered for defects in workmanship and material for 6 years or the usable life of the tread, whichever would come first). The Michelin Energy Saver A/S tires are covered for mileage under an additional treadwear warranty for 65,000 miles, provided the tires are rotated every 6-8,000 miles, per the warranty. This information is also available on our web-page at http://www.michelinman.com/US/en/tires/warranty.html. [redacted] advised us that his mechanic rotated his tires for him. We asked the consumer for his rotation receipts, and offered to contact his mehanic for rotaion information, he declined. So, we offered to assist [redacted] with a 50% goodwill adjustment, since only two tires were near the 2/32 mark. [redacted] advised us that he want Michelin to replace his tires at a no-charge. We declined the no-charge offer. We changed the offer to a 75% goodwill credit and advised the consumer that his tires are showing a big difference between two tires with 2/32 and two tires at 7/32, which normally indicates that his rotation was not keep current. [redacted] advised us that if we can not replace all tires at a no-charge, he would not purchase Michelin again. After discussing the two offers, and the consumer declined both, the call was ended.Sincerely,[redacted]Michelin Executive Response Team.
August 12,
Revdex.com of Upstate South Carolina
Attention: [redacted]
North Church Street, Suite C
Greenville SC 29601-
RE: Consumer: [redacted]
Revdex.com ID# [redacted]
Michelin File # [redacted]
Dear [redacted],
We received your
email regarding [redacted]'s complaint
We have been in touch with [redacted] since he sent his
letter to you. We initially offered to
adjust
[redacted]'s tires at **% credit toward a replacement
set on July 22, 2015. However, on July
30, we
offered to extend an **% credit. [redacted] accepted our offer and we gave
the dealer the
approval to provide the discount
We consider this dispute to be resolved and appreciate [redacted] continued business.
Sincerely,
[redacted]
Executive Response Team
Michelin North America
Case number: [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.
Regards,
[redacted]
I am enclosing photocopies of documents requested.The total price of tires paid at [redacted] was on 3/20 was lower than what I originally quote since I think at the time there was a [redacted] promotional price. However, that is not what I am contesting and is irrelevant to the issue at...
hand. I am complaining about the work of getting the 4 defective tires exchanged and the time off from work that my daughter and I had to spend. I generally buy Michelin brand tires for their good reputation and I am very surprised this happened. I wonder if a product recall is coming for these tires. It took a lot of convincing for the mechanics at [redacted] and the alignment auto shop to consider the possibility of having defective Michelin tires. Of course, they all first blamed the problem on my daughter's car!thanks for your help,[redacted]
September 1, 2017
Revdex.com of Upstate South Carolina
Attention: [redacted]
408 North Church Street, Suite C
Greenville SC 29601-2149
[redacted]
RE: Consumer: [redacted]
Revdex.com ID# [redacted]
Michelin File # [redacted]
Dear [redacted],
We...
received your letter regarding Mr. [redacted]’s complaint.
In reference to Mr. [redacted]’s request, we contacted him to
explain to our mileage warranty adjustment procedure as he was requesting the
replacement of his tires at no charge. We also explained some of the different
factors that affected the wear and tear of the tires. We finally agreed to
replace all four tires at 25% charge as a one-time-only goodwill adjustment.
Mr. [redacted] was very pleased with the offer. We called one of our authorized
tire dealers in the area to make sure that Mr. [redacted]’s tires were replaced
and adjusted properly. We are now waiting for the dealer to call us and let us
know when the tires will be replaced and we will provide him with an
authorization code that enables him to adjust the tires up front. We let Mr.
[redacted] know that the adjustment did not include installation, fees or taxes to
which he agreed.
If you may have any questions please do not hesitate in
contacting us.
Sincerely,
Suzanne E.
Executive Response Team
Michelin North America
Case number: [redacted]
Revdex.com of Upstate South CarolinaAttn: [redacted]408 North Church Street, Suite CGreenville, SC 29601-2149RE: [redacted]Revdex.com ID#: [redacted]Michelin File #:[redacted]Dear [redacted]We received your email regarding [redacted] and appreciate the opportunity to respond.We...
attempted to reach [redacted] by telephone and he was not available. We left a voice message on his recorder that we can be reached at [redacted] Monday through Friday from 8:00am to 5:00pm Eastern Time.The Michelin Passenger and Light Truck Tire Limited Warranty is a free replacement if the tires comes out of service for a defect in workmanship and materials during the first 12 months of 25% or less wear, whichever comes firsts. As he stated, the tires have been in service since 2011 and as have been in service for 41,357 miles. Under the terms of the warranty, the tires on his vehicle will not be a free replacement.According to the inspection provided by the dealers the tires have an average of 4/32 and the dealer also stated that the vehicle is in need of an alignment. Based upon the mileage warranty if the tires were evenly worn to 2/32, the adjustment would be 38% discount. If the tires are replaced under the terms of the defect in materials and workmanship tires would be replaced at a 30% discount. As a one time goodwill concession, we will authorize a participating dealer to prorate all 4 tires at a 50% discount. [redacted] will be responsible for all dealer services and any additional charges. The goodwill concession is good toward Michelin, BFGoodrich or Uniroyal Brand tires being installed and the offer will be valid until January 31, 2016. We sent an email with the 50% offer to [redacted] email: [redacted]If there are additional questions, please do not hesitate to contact us.Sincerely,[redacted]Michelin North AmericaExecutive Response Team
I spoke with the agent and, unfortunately, this one fell through the cracks on our end. The agent had called the consumer to see if they accepted our offer of towing reimbursement. When they were unable to reach the consumer, they should have posted a follow up action to be alerted that the case was not closed and they needed to call again. This didn’t happen. The agent requested the check $252.00 for the consumer on 3/26/18. Our check process typically takes 3-4 weeks for processing and delivery. However, we have asked our admin to send the check overnight to the consumer once we receive it from Accounts Payable. This will most likely be 2 weeks. Please let me know if there are any questions.Thanks,
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 understand Michelin's point of view that since I no longer have the tires, I cannot file a claim under their rules, but I am still quite dismayed. Two Michelin tire dealers ([redacted] Hyundai of [redacted] MA, and [redacted] of [redacted] MA) provided misdirection to me, either because they did not know the rules, or, perhaps more likely, did not want to spend any time filing warranty paperwork. [redacted] told me to contact Michelin directly. [redacted] told me to contact the original car dealer. As a customer, I would expect to get truthful, correct information when purchasing tires. I do not deal with tire manufacturers or car repair on a daily basis, and thus I am the person least likely to know Michelin's full rules in this scenario. It seems to me that, as written, the rules are set up to make it close to impossible for a customer to execute the warranty. Even if I had known that I needed to force the issue prior to the sale (which I didn't), if [redacted] had told me that they would not honor the warranty, then I would have been stuck, as my car was not legal to drive. It would not have been worth paying to TOW my car to a compliant Michelin dealer in order to have a chance that they would actually honor the agreement.In any event, I would appreciate at least a good faith gesture from Michelin that indicates that they truly honor their warranties.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]
September 1, 2017
Revdex.com of Upstate South Carolina
Attention: [redacted]
408 North Church Street, Suite C
Greenville SC 29601-2149
[redacted]
RE: Consumer: [redacted]
Revdex.com ID# [redacted]
Michelin File # [redacted]
Dear...
[redacted],
We received your letter regarding Ms. [redacted]’s
complaint.
In reference to Ms. [redacted]’s request, we tried to reach out
to her several times calling her at the phone number she provided and sending
her emails requesting to call us back. As we received no reply, we called the
Tire Reward Center to verify if there were any records from Ms. [redacted] showing
that she submitted the rebate redemption form. TRC confirmed that she did. The
rebate card was shipped the 21st of August and was activated on the
25th.
If you may have any questions please do not hesitate in
contacting us.
Sincerely,
Suzanne E.
Executive Response Team
Michelin North America
Case number: [redacted]
June 8, 2015Revdex.com of Upstate CarolinaAttn: [redacted]408 North Church Street Suite CGreenville, SC 29601RE [redacted]Revdex.com#: [redacted]Michelin File#: ([redacted]Dear [redacted]We have received your email regarding [redacted] and we appreciate the opportunity to respond.I...
have contacted [redacted] by phone twice to discuss his tire concerns for rapid wear, but was not able to speak with him. I left a voice message each time, explaining our warranty ( Michelin tires are covered for defects in workmanship and material for 6 years or the usable life of the tread, whichever would come first. The Michelin Latitude Tour tires are covered for mileage under an additional treadwear warranty for 65,000 miles. The appropriate adjustment on replacement tires would be extended as long as the tires have worn evenly and have been rotated according to the terms of the limited treadwear warranty).[redacted] contacted us by phone on 5/23/15 to discuss his concerns about tire wear. Our represenative explained the warranty to the consumer and recommended that the consumer have an inspection for replacement tire assistance. [redacted] disagreed with our process and advised the represenative that he has no desire to replace his Michelin tires with our 3 brands, Michelin, BFGoodrich or Uniroyal. We advised the consumer that he has to replace with our brands in order to get assistance or pro rata, based on tire mileage etc. The consumer advised us that he has 36,000 miles on his tires and the consumer chose to repalce his tires with Goodyear tires. I also explained warranty information in my 2 voice messages.Sincerely,[redacted]Michelin Executive Reponse Team
---------- Forwarded message ----------From: [redacted]Date: Mon, Dec 21, 2015 at 1:29 PMSubject: complaint [redacted]To: [redacted]I've had contact with the company, I've just been waiting on receiving my refund before verifying that the complaint has been successfully resolved.
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.
Regards,
[redacted] I did return to the dealer [redacted] and I was told that [redacted] had again entered the information about the tier in the system and the information was available to Michelin.Last Saturday I spoke again to Michelin and confirmed that the tires were examined at the dealer. Michelin promised that they would get back to me with a resolution but one week later and neither the dealer nor Michelin got back to me.My complaint is not just about warranty but also customer service and bad faith and fair dealing.Please note that the tires were examined at [redacted] and the inspection was noted in the [redacted] system and given to Michelin according to [redacted].Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint I[redacted], and have determined that this does not resolve my complaint.
There is no point in running tires down to an unsafe level when its possible (based on past wear) to know when the tires will hit 2/32. I can tell you (and so can Michelin) that I will get 60,000km at best from those tires. So, as a customer, I have to (1) run my vehicle down to a level that is unsafe, (2) pay Michelin almost half the value of the tires and (3) pay to have new tires installed on my van. All this because the tires lasted 40% of what they supposedly should last. If we were up to 70-80%, it would be a different story and I wouldn't be complaining but to treat a loyal customer like this when they get 40% of the tread wear is unacceptable. I won't be asking Michelin for a prorated amount because they don't deserve any more of my money. I will be purchasing new tires from another company that has no association with Michelin (and I will make sure of that). And I would suggest that Michelin try a little harder to be more accurate with their tread wear values because clearly, in my case, it means nothing and the tread wear was one of the main reasons for purchasing the tires in the first place.
Regards,
[redacted]
Dear [redacted] We received your email regarding Mr. [redacted] and appreciate the opportunity to respond. We reviewed the circumstances with Mr. [redacted] tires. Our records indicate that we were initially contacted, by Mr. [redacted] via email on 6/8/2016. In...
the email, he stated that he was experiencing cracking on the sidewalls of his Michelin [redacted]. Mr. [redacted] asked for instructions on having the tires replaced under the warranty. A representative from Consumer Care sent a reply email on 6/9/16. In this email, Mr. [redacted] was instructed to take his vehicle to an authorized Michelin dealer, or his selling retailer, for an inspection of the tires. The representative also explained that if the dealer found the tires needed to be replaced, they have full authority to do so under the terms of the warranty. Upon receiving your email, we have made several attempts to contact [redacted] via the telephone number provided. Two voicemails were left, asking for Mr. [redacted] to return our calls, on 6/20/16 and 6/21/16. At this time, we have not received a call back from Mr. [redacted] 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 find that this resolution is satisfactory to me.
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 will accept the response when I receive the check. I am cautious this time because I was told last time that payment will be made and it wasnt.
Regards,
[redacted]
July 19, 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 [redacted] and...
appreciate the opportunity to respond. We reviewed the circumstances with **. and [redacted] Michelin tires. Our records indicate that we were initially contacted by [redacted] Tire on 7/29/13. At that time the dealer advised us [redacted] (4) four [redacted] tires had cracking on the sidewall. At that time we authorized the dealer to adjust the tires under the terms of the Michelin 6-year Standard Warranty. Based on the tread depths provided by the dealer, [redacted] received a 70% credit off the retail cost of the new Michelin [redacted] tires. Our warranty only applies to the cost of the tires, therefore, the [redacted] were responsible for paying the dealer’s installation fees, state taxes, and the optional Total Tire Protection Promise they chose to purchase from [redacted] Tire Company. On 6/20/16, we were contacted by the [redacted] via our online Chat service. Their contact was to inform us that they had to replace their 2nd set of Michelin tires due to alleged sidewall cracking. Their case was elevated to our Executive Response committee, who emailed the [redacted] and requested a copy of their invoices for review. Upon receiving the (9) nine pages of receipts, we verified that they did receive the original warranty adjustment listed above for their 1st set of replacement tires. There was no warranty adjustment offered by Michelin on the 2nd set of replacement tires, as [redacted] purchased competitor brand, [redacted] tires. Our Warranty states “If a tire is covered…. Michelin will replace the tire with a comparable new MICHELIN replacement tire on a pro rata basis.” The receipt provided does show that the [redacted] did not have to pay for the cost of these replacement tires, due to the [redacted] they purchased from [redacted] Tire. Because of these details, there is no additional reimbursement due to the [redacted] under the terms of the Warranty. This was explained to the [redacted] via email on 7/14/16. Sincerely, [redacted]Michelin North America Tell us why here...
August 12,
Revdex.com of Upstate South Carolina
Attention: [redacted]
North Church Street, Suite C
Greenville SC 29601-
RE: Consumer: [redacted]
Revdex.com ID# [redacted]
Michelin File # [redacted]
Dear [redacted]
We received your email regarding [redacted]' complaint
We have reached out to [redacted] but have not heard back
from him
We hope to determine a resolution soon.
Sincerely,
[redacted]
Executive Response Team
Michelin North America
Case number: [redacted]
January 17, 2017 Revdex.com of Upstate South Carolina Attention: [redacted] 408 North Church Street, Suite C Greenville SC 29601-2149 RE: Consumer: [redacted] Revdex.com ID# [redacted] Michelin File # [redacted] Hello [redacted], We have reviewed [redacted]’s case. Our agreement was to...
reimburse 30% of the tire cost for 2 tires. We received the [redacted] invoice showing 2 tires were purchased for the amount of $291.98. $291.98 X 30% = $87.60. Check number [redacted] in the amount of $87.60 is in process and the consumer should receive soon. We feel we have assisted the consumer per our agreement. Sincerely, Dale P[redacted] Executive Response Team Michelin North America Case number: [redacted]
June 25, 2015Revdex.com of Upstate CarolinaAttn: [redacted]408 North Church Street Suite CGreenville, South Carolina 29601RE ([redacted])Revdex.com#: ([redacted])Michelin File#: [redacted]Dear [redacted]We contacted [redacted] and discussed his tire concerns for wear. We reviewed the...
inspection results from [redacted] at [redacted] at [redacted]. provided us with inspection information on the consumer's tires. The inspection showed two tires were worn down to 3/32 and two tires were worn to 7/32. Tires are not considered worn out by law until they are at 2/32. We discussed with [redacted] about the warranty ( Your tires are covered for defects in workmanship and material for 6 years or the usable life of the tread, whichever would come first). The Michelin Energy Saver A/S tires are covered for mileage under an additional treadwear warranty for 65,000 miles, provided the tires are rotated every 6-8,000 miles, per the warranty. This information is also available on our web-page at http://www.michelinman.com/US/en/tires/warranty.html. [redacted] advised us that his mechanic rotated his tires for him. We asked the consumer for his rotation receipts, and offered to contact his mehanic for rotaion information, he declined. So, we offered to assist [redacted] with a 50% goodwill adjustment, since only two tires were near the 2/32 mark. [redacted] advised us that he want Michelin to replace his tires at a no-charge. We declined the no-charge offer. We changed the offer to a 75% goodwill credit and advised the consumer that his tires are showing a big difference between two tires with 2/32 and two tires at 7/32, which normally indicates that his rotation was not keep current. [redacted] advised us that if we can not replace all tires at a no-charge, he would not purchase Michelin again. After discussing the two offers, and the consumer declined both, the call was ended.Sincerely,[redacted]Michelin Executive Response Team.
August 12,
Revdex.com of Upstate South Carolina
Attention: [redacted]
North Church Street, Suite C
Greenville SC 29601-
RE: Consumer: [redacted]
Revdex.com ID# [redacted]
Michelin File # [redacted]
Dear [redacted],
We received your
email regarding [redacted]'s complaint
We have been in touch with [redacted] since he sent his
letter to you. We initially offered to
adjust
[redacted]'s tires at **% credit toward a replacement
set on July 22, 2015. However, on July
30, we
offered to extend an **% credit. [redacted] accepted our offer and we gave
the dealer the
approval to provide the discount
We consider this dispute to be resolved and appreciate [redacted] continued business.
Sincerely,
[redacted]
Executive Response Team
Michelin North America
Case number: [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.
Regards,
[redacted]
I am enclosing photocopies of documents requested.The total price of tires paid at [redacted] was on 3/20 was lower than what I originally quote since I think at the time there was a [redacted] promotional price. However, that is not what I am contesting and is irrelevant to the issue at...
hand. I am complaining about the work of getting the 4 defective tires exchanged and the time off from work that my daughter and I had to spend. I generally buy Michelin brand tires for their good reputation and I am very surprised this happened. I wonder if a product recall is coming for these tires. It took a lot of convincing for the mechanics at [redacted] and the alignment auto shop to consider the possibility of having defective Michelin tires. Of course, they all first blamed the problem on my daughter's car!thanks for your help,[redacted]
September 1, 2017
Revdex.com of Upstate South Carolina
Attention: [redacted]
408 North Church Street, Suite C
Greenville SC 29601-2149
[redacted]
RE: Consumer: [redacted]
Revdex.com ID# [redacted]
Michelin File # [redacted]
Dear [redacted],
We...
received your letter regarding Mr. [redacted]’s complaint.
In reference to Mr. [redacted]’s request, we contacted him to
explain to our mileage warranty adjustment procedure as he was requesting the
replacement of his tires at no charge. We also explained some of the different
factors that affected the wear and tear of the tires. We finally agreed to
replace all four tires at 25% charge as a one-time-only goodwill adjustment.
Mr. [redacted] was very pleased with the offer. We called one of our authorized
tire dealers in the area to make sure that Mr. [redacted]’s tires were replaced
and adjusted properly. We are now waiting for the dealer to call us and let us
know when the tires will be replaced and we will provide him with an
authorization code that enables him to adjust the tires up front. We let Mr.
[redacted] know that the adjustment did not include installation, fees or taxes to
which he agreed.
If you may have any questions please do not hesitate in
contacting us.
Sincerely,
Suzanne E.
Executive Response Team
Michelin North America
Case number: [redacted]
Revdex.com of Upstate South CarolinaAttn: [redacted]408 North Church Street, Suite CGreenville, SC 29601-2149RE: [redacted]Revdex.com ID#: [redacted]Michelin File #:[redacted]Dear [redacted]We received your email regarding [redacted] and appreciate the opportunity to respond.We...
attempted to reach [redacted] by telephone and he was not available. We left a voice message on his recorder that we can be reached at [redacted] Monday through Friday from 8:00am to 5:00pm Eastern Time.The Michelin Passenger and Light Truck Tire Limited Warranty is a free replacement if the tires comes out of service for a defect in workmanship and materials during the first 12 months of 25% or less wear, whichever comes firsts. As he stated, the tires have been in service since 2011 and as have been in service for 41,357 miles. Under the terms of the warranty, the tires on his vehicle will not be a free replacement.According to the inspection provided by the dealers the tires have an average of 4/32 and the dealer also stated that the vehicle is in need of an alignment. Based upon the mileage warranty if the tires were evenly worn to 2/32, the adjustment would be 38% discount. If the tires are replaced under the terms of the defect in materials and workmanship tires would be replaced at a 30% discount. As a one time goodwill concession, we will authorize a participating dealer to prorate all 4 tires at a 50% discount. [redacted] will be responsible for all dealer services and any additional charges. The goodwill concession is good toward Michelin, BFGoodrich or Uniroyal Brand tires being installed and the offer will be valid until January 31, 2016. We sent an email with the 50% offer to [redacted] email: [redacted]If there are additional questions, please do not hesitate to contact us.Sincerely,[redacted]Michelin North AmericaExecutive Response Team
I spoke with the agent and, unfortunately, this one fell through the cracks on our end. The agent had called the consumer to see if they accepted our offer of towing reimbursement. When they were unable to reach the consumer, they should have posted a follow up action to be alerted that the case was not closed and they needed to call again. This didn’t happen. The agent requested the check $252.00 for the consumer on 3/26/18. Our check process typically takes 3-4 weeks for processing and delivery. However, we have asked our admin to send the check overnight to the consumer once we receive it from Accounts Payable. This will most likely be 2 weeks. Please let me know if there are any questions.Thanks,
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 understand Michelin's point of view that since I no longer have the tires, I cannot file a claim under their rules, but I am still quite dismayed. Two Michelin tire dealers ([redacted] Hyundai of [redacted] MA, and [redacted] of [redacted] MA) provided misdirection to me, either because they did not know the rules, or, perhaps more likely, did not want to spend any time filing warranty paperwork. [redacted] told me to contact Michelin directly. [redacted] told me to contact the original car dealer. As a customer, I would expect to get truthful, correct information when purchasing tires. I do not deal with tire manufacturers or car repair on a daily basis, and thus I am the person least likely to know Michelin's full rules in this scenario. It seems to me that, as written, the rules are set up to make it close to impossible for a customer to execute the warranty. Even if I had known that I needed to force the issue prior to the sale (which I didn't), if [redacted] had told me that they would not honor the warranty, then I would have been stuck, as my car was not legal to drive. It would not have been worth paying to TOW my car to a compliant Michelin dealer in order to have a chance that they would actually honor the agreement.In any event, I would appreciate at least a good faith gesture from Michelin that indicates that they truly honor their warranties.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]