Tire Discounters, Inc.

[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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.  However, at this point I would prefer not to drive over there again could you just mail me a check/debit card. I researched sources for the wheel and believe it would be resolved faster this way.
Regards,
[redacted]

We have reviewed the customer’s concern and certainly would like to address the issue.  The Regional Manager, M[redacted]t, had reached out to the customer and has her scheduled to have the vehicle inspected to determine what is causing the wobble.  That will take place at our location...

on Wooster Pike in Cincinnati on Friday, 5/6/16 at 10:00 am.  Let us know if you need anything further to update this ticket or take care of Ms. [redacted].  Thank you for alerting us and allowing us the chance to connect.

My daughter will be glad to send her consent. Does it need to be mailed? We want this complaint to be followed thru. Please let me know where it needs to be sent.Thank you,[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.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Mr. [redacted] brought his 2009 Chevy Express 3500 mileage 157,737 in for an oil change, brake inspection as well as a suspension inspection. During the inspection, the technician found that one of the axle seals was leaking. Tire Discounters provided the customer with a written estimate of repairs. Mr. [redacted] approved the repairs. While the technician was repairing the vehicle the bolt that holds the pinion pin in sheared off during removal. We advised the customer that this was something Tire Discounters could no longer repair. She was recommended to bring the vehicle to her local Chevy dealership. Tire Discounters did receive a copy of what the customer claims is and invoice for the repair. Tire Discounters attempted to locate “[redacted]” to speak with the technician about the invoice. Tire Discounters was unable to find information on this company anywhere. On said invoice there are a lot of questionable charges that are not required in a repair of an axle seal (sand blast and paint diff, rear wheel bearings. Etc.). Tire Discounters will only except responsibility for the broken pinion bolt and seal.  The repair of the wheel bearings would be required when the axle was low on fluid causing the bearings to overheat. The charge of the rental was something the customer made the arrangements for, approved and didn’t receive prior approval from Tire Discounters to reimburse, so Tire Discounters is not reimbursing Mr. [redacted] for this. On the invoice provided the seal was $41.91 and the labor for the removal of the bolt was $195.00 for a total of $236.91 which Tire Discounters will refund the customer. Tire Discounters is not responsible for any other repairs or charges. Mr. [redacted] will be required to sign a release of claims prior to the refund to being processed.

The customer has discussed this matter with the Regional Manager as well as the Customer Service manager.  Offers were made by Tire Discounters during these discussions to resolve the matter, but in each case the customer rejected the offers which were extended.

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.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The business just admitted the error and is using a technicality as a reason to delay. Its been over 20 days since I was promised the refund. How can this business have such a high rating with the Revdex.com? Isn't this exactly what the Revdex.com is supposed to warn people about? If corporations ever wonder why small shops provide better service, this is a shining example. Tire Discounters response is just kicking the can down the road. They know they owe me money, what is to investigate? The only contact I have ever received from TD, was after posting online reviews and contacting the Revdex.com. That was 2 weeks ago when I was told it was under review again. Still no one can tell me when I get the refund? Just that they are investigating whether or not they should stand by their word! I am frankly amazed at their response! I mean really, if they say its gonna be resolved this week, refund it, then respond to the Revdex.com that they refunded me the money owed.
Regards,
[redacted]

We are sorry the customer has rejected the offer.  From the response and the refund request form that was attached there may be some clarification needed.  The form is simply a request the store generates to resolve a customer issue in a manner they feel it should be resolved.  In some cases, (as this one) the customer might sign the form indicating they accept the amount requested as well.  The form then goes to the Regional Manager who either approves, denies or revises the request.  Unless the RM denies the request, the form then goes to the Home Office where the final decision is made on the request.  In this case the Home Office made the decision to revise the request to the current offer that has been presented.  We apologize for the confusion the form may have created.

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.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

I'm not paying $84.99 for something that should have already been done. No one went above and beyond for my issue so I dont understand why that was said if someone wemt above and beyond I would not still be upset my issue and I wouldnt have called a bunch of times. I will be okay with a full refund of $359.22 for the set of tires I paid foe in cash and the cost of road hazard I had to pay for as well, which I still had problems with after I left the day I picked up my car. Also the I information given by tire discounters is incorrect I did not return eight days later I came back exactly one week later the very next friday which was June 30th 2017. I picked my car up after having it towed to the Bardstown rd location July 1 2017. So again I would like a full refund especially after Don p[redacted] the regional manager agreed to fix my car friday July 7th 2017 then went back on his word.

Tire Discounters cannot confirm on deny if the spare wheel & tire was lost by our Delaware location. I have spoke with our Regional manager Adam, Who has approved the store to replace the wheel the tire and the sensor free of charge. The store will be in contact with the customer this week to...

have the spare wheel and tire picked up.Tire Discounters would like to sincerely apologize for any inconvenience this has caused.

On 4/1/16 the customer had and oil change, a coolant fluid exchange and a brake fluid exchange performed at our Ft. Wright, KY location (see attached invoice).  According to Zephon, on 5/19/16 his oil light came on and sometime after that the engine began making loud noises and then...

failed.  Jim Brooks the Regional Manager of our location that performed the service, spoke with Mr. [redacted] and explained the failure of the engine was unrelated to any work we had performed.  When we performed the service in April, there were no apparent symptoms to indicate there were any issues with the engine.  Since the vehicle has internal engine damage unrelated to the oil change or other services we performed, Tire Discounters is not responsible for the engine damage.  Let us know if you need anything further to update this ticket or take care of Mr. [redacted],

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have accepted the offer that the business has made to settle this issue.  If you find yourself with a problem that you cannot resolve with this company, please note that despite what they tell you, there is someone higher than the "corporate office" call center that can address your issue.  You will have to find a way to contact them, but in this process, the company has assured me that they are attempting to correct these issues in the future.  I am thankful that this ordeal is over, and will probably never find myself in another one of these locations unless it's a dire emergency.  Thank you for your assistance Revdex.com.   
Regards,
[redacted]

Again....Tire Discounters would like to formally apologize for any inconvenience this has caused. We take claims like these very seriously. Upon further investigation. We cannot confirm or deny weather or not the stud was broken when the vehicle came into our location. We are willing to pay for the labor if the customer is willing to pay for the parts. Please let us know when the best time would be to have your vehicle brought into be repaired.

Customer stated everything was resolved.  The monies were reimbursed.

Why should I pay for the part. I did not damage the stud. Their tech. that did the repair is the one that damaged the stud. The vehicle did not have any damage to the stud until they repaired the flat tire.  You have the previous information on what happened. It is almost as if they are saying that if I hadn't brought my vehicle in that this would not have happened. I still have the invoice that they gave me when I  was told that the flat was fixed on the car which was the right rear tire. I will not pay any part of the bill that they may incur because that is their responsibility. This is not a way to run a business. They are supposed to do what is right for the customer. When can I expect that they are going to do the right thing and repair the vehicle at their cost?  [redacted]

The promotion referred to by the customer involved using our TD Credit card to make the purchase.  The reason the customer was declined for the rebate was he used a Visa card to make the purchase.  As to the wording on the offer being worded incorrectly, we discussed with Marketing and the...

Legal dept. on the wording and the conclusion is it is quite clear.  I have attached two screen shots from our web-site which show how the promotion was worded.  Let us know if you need anything further to update this ticket or take care of Mr. [redacted].    Thank you for alerting us and allowing us the chance to resolve the matter.

Tire Discounters would like to request a copy of the repair and any other documentation in order Tire Discounters to investigate this claim.

I would like a refund. Don p[redacted] said he was going to fix my car then he changed his mind. No one explained to me that I wouldn't be getting an alignment. That was the point of buying four tires and coming to the home of the free alignment which happens to be bologna. Thats false advertising and I want a refund because ever sinxe I left tire discounters my car has had nothing but problems.

We reviewed the situation with [redacted].  The decision was made for him to bring the rotors to the store and allow us to remove one wheel to check the size of the old rotors we put on the truck.  If they are all the same size, we own him nothing and [redacted] was completely wrong in their...

diagnosis.  If one of the rotors is smaller, it proves we did install the incorrect size and owe him the remaining b[redacted]ce of the invoice, which would end up being $240.34.  Let us know if you need anything further to update this ticket or take care of Mr. [redacted].