Tire Discounters, Inc.

We have ordered center caps for the customer’s vehicle and they arrived at the store yesterday.  The store manager has called the customer at [redacted] and left a voice mail indicating the center caps are at the store and ready to be picked up.  As of this response we have not had a...

reply from the customer.  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 connect.

[redacted] has reviewed this request with his Manager and agrees to the reimbursement of the work done at another shop for the amount of $52.32.  His previous offer still stands of being willing to meet with Ms. [redacted] at one of our stores to review the work that was performed on her car.  He can be reached at [redacted].

Thank you, [redacted] for alerting us of your experience. We are happy we were able to connect you with the regional manager, [redacted]. In addition to taking care of your compressor as requested, we are are able to use this as a coaching opportunity for [redacted]. We look forward to continuing to service your vehicle needs in the future. Definitely stay in touch if this issue or any future service needs do not meet your standards. Best- [redacted], Tire Discounters Customer Service
Revdex.com[redacted]
[redacted]
[redacted] **   [redacted]
Dear Donald Obrien Sr :
This message is in regard to your concerns submitted on 6/30/2015 10:47:02 AM against Tire Discounters, Inc..  Your complaint was assigned ID [redacted].  We received the business's response to your concerns, and you can find the contents of the message below or attached.
To assist us in bringing this matter to a close, we would like to know your view on the matter. 
     * Has the company addressed the issues of this dispute? 
     * If not, why? 
     * Has the company met the agreement they outlined in their response?
Please submit your thoughts via online system, fax or mail within 7 days. 
The text of your complaint may be publicly posted on Revdex.com's web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any personally identifiable information when you tell us about your problem or in your desired outcome. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your complaint to protect privacy rights and to remove inappropriate language.
Your complaint will be made part of the company's Revdex.com Business Review.  If we don't hear from you, your complaint will be reflected as "answered."  Should you have any questions or further concerns, please do not hesitate to contact us.  We would be glad to assist you. 
Regards,
Gary Kloepfer Marketplace Resource Consultant [redacted] 
[redacted] [redacted]
MESSAGE FROM BUSINESS:
Thank you, [redacted] for alerting us of your experience. We are happy we were able to connect you with the regional manager, [redacted]. In addition to taking care of your compressor as requested, we are are able to use this as a coaching opportunity for [redacted]. We look forward to continuing to service your vehicle needs in the future. Definitely stay in touch if this issue or any future service needs do not meet your standards. Best- [redacted], Tire Discounters Customer Service

Good Morning [redacted],  For the record, I received one voice message from [redacted] on Wednesday, 12/14/16 @5:42 PM and responded with the email attached @ 9:08 PM that evening.   Tire Discounters will review the attached estimate and determine Tire Discounters course of action.  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] 
I brought the rotor that came off the truck that [redacted] gave me back. The store manager and I measured it and there no doubt this rotor is smaller. I called [redacted] yesterday and they said the man from Tire discounters was very rude to them. I am going to [redacted] today, with the pads and they are going to show me where the damage to the pad and how it happened. I would like to get the address of the [redacted] that they got the rotor from so I can Talk to them also. No, this is not acceptable to me.

Tire Discounter provided a very dangerous service to a customer.  They did not provide the appropriate test that they advertise to protect the families that drive away after service.  The regional manager, with or without approval, provided a resolution of an $800+ gift card.  Now, the resolution is to provide a $100 gift card, because the initial regional manager did not speak within his authority.  Bottom line is that Tire Discounter's had no intention to acknowledge their dangerous service provided, and their attempt to resolve the issue with a $100 fix is unacceptable.  I place this complaint with the Revdex.com to ensure that someone does not get seriously hurt from services that Tire Discounter seems to believe only worthy of a $100 oversight.

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.]When we dropped off our car to be fixed at the Tire Discounter lot the ignition key was operable due to the fact that it was able to use the key to record the mileage and enter that information on the Repair Order. Our car remained on Tire Discounters’ lot from that time until they called us with information that the ignition key would not go all the way into the cylinder. Since the damage occurred while in Tire Discounters possession and under its full control then its position that the cylinder was worn out is unbelievable. It worked for us for the entire time period we have owned the car, approximately five years.  Tire Discounters provided no evidence that it diagnosed the key cylinder for the purpose of determining the cause of the key not going all the way into the cylinder; it just made an unsupportable allegation. We believe the problem was caused by Tire Discounters due to the fact we overheard the employees asking for the correct key for our car which we inferred to mean  that someone used a wrong key and damaged the cylinder and was looking for the correct key.  We would understand if a wrong key was used and jammed up thebut, or begin a new sentence.">ignition as long as the company agreed to fix the problem. Ifthe Tire Discounter company does not take responsibility for this incident that happened on theirthen is usually preceded by a comma, e.g.: I went home, then I had a nap.">lot, then wewill have to contact a lawyer. I have tried to contact the company multiple times and they have never officially responded to me until now and we have still not come to an agreement on this issue.
Regards,
[redacted]

[redacted] received one phone message from [redacted] the last week of July when he was on vacation.  He called her and left a message, as well as sending her an email:  “Hello Ms. [redacted], I wanted to reach out to you and inquire when would be a good day for us to get together and have your vehicle inspected like we spoke of before. I would make myself available either Tuesday or Thursday this week late afternoon. Please feel free to contact me on my cell at [redacted] so we may schedule. Thanks, [redacted].”  That offer is still open.

The Regional Manager, [redacted] spoke with customer on 12/2/16. He apologized to Mr. [redacted] and expressed how he would like to make it right.  He also explained the procedures in place to prevent multiple calls to customers and the perception of digging. For customer satisfaction [redacted] authorized...

installation of front axles, rear wheel bearing and battery at no charge. Customer is paying the total amount of initial estimate to repair vehicle of $375.  Let us know if you need anything further to update this ticket or take care of Mr. [redacted].

On February 11th, 2017 Mr. [redacted] came into out Smyrna, TN location for an oil change on his 1993 Chevy C1500, and at that time the vehicle had 283,333 miles on the odometer. Attached is a copy of the PMA pulled from our warehouse records showing that at time of service our technician found no...

damage to the exhaust. If the damage Mr. [redacted] is claiming had happened while in Tire Discounters possession, we would have no issue taking full responsibility, but when looking at all of the facts there is nothing that leads us to believe Tire Discounters caused the damage to Mr. [redacted] exhaust. With that being said Tire Discounters would like to request pictures of the vehicle including the damage to the exhaust to make a decision. Tell us why here...

[redacted] brought the rotor [redacted] gave him.  We ordered another rotor from [redacted] with the same part number as the ones we installed that [redacted] removed.  The rotor that we ordered from [redacted] is the exact same size as the rotor that [redacted] put on the truck. The rotor he brought in that [redacted] gave him was smaller. He also sent us photos of the brake pads.  If the rotors were indeed too small for the vehicle, the brake pads would have a ridge on them where the pad failed to come in contact with the rotor.  The attached photo of the pads from the customer show no unusual pad wear.  Based on the results of this investigation and the evidence presented, Tire Discounters does not accept responsibility for the complaint.

After further review with our operations department. We have come to the conclusion that we will be refunding the customer for the amount of $1194.12. Mr [redacted] will be required to sign a release of claims (See attached). Once the release has been signed we can start the refund process. I typically...

takes 7-14 business days. Please confirm the correct billing address on the release of claims in order for a check to be mailed. We apologize for any inconvenience this has caused.

We spoke with Mr. [redacted] and apologized. The regional manager provided his direct line and offered to install the tires at another location free of charge. He is going to let us know. Thank you. [redacted]

We stand by our industry standard pricing and policies followed. There is nothing additional that we can offer Mr. Turner. Please call with any questions. Thank you, Deidre

The district manger Steve had me meet him at another location (Hixson, Tn) to watch the video on the 4/19/17.  We stood in the bay area where the mechanics were servicing other vehicles it was hard to see and at that time being distracted, I asked for a copy and he refused. I was told it was 2 hour recording and feel a suitable location should have been provided.  There was no recording of the parking lot recording when I returned to the store that evening in questioned, when the check engine light came on while pulling off the lot from TD.  I am enclosing two pictures for TD to see and Revdex.com.  The first one is taken on 4/6/17 by an employee at the Ft. O store, I believe it is strange that the employee using his personal phone to photograph.  The second picture is take by Ford while discovering that the fuel system is having to be replaced.  While meeting with Steve on 4/19/17 he accused me of adding the DEF to the system, while I was told by Les C[redacted] 4/7/17 the TD did add during the service.  I have been a customer since the store open and have had issues with being told I needed additional services only to find out later that I did not.  I have spoke to Chris and Jonathan both about the issues of wanting to repair something that was not needed.  I met later this evening with Ford and possibly have more information to add.

[redacted] came into our store to have her tires inspected. After the inspection we replaced two of the customers tire free of charge to correct her noise complaint. Customer left happy. Please confirm with customer.

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]  Hello as far as amout time it's winter time who goes out and lays in snow to check for damage when you are suppose to trust them! So I went to them as soon as I discovered  damages . As far as [redacted] they had vehicle for electrical issue with wipers and replaced a switch under dash and they had no reason to lift vehicle! As far as appointment with Mr [redacted]. He cancilex at last minute we was on our way and he said he just had a root canal and couldn't make it they are dragging there feet!that's why I am becoming irate and yes I did say I was going to make up sign and I still will do that !.it's my right they have done nothing but lie to me and this has been going on to long they did this and I will not accept anything less than payment for damages ! I will exercise my right to protest and free speech to let everyone know how they are !.we was unable to make it to meet them yesterday cause my work schedule so I guess they expect us to work around there schedule!.

[redacted] and team were working directly with [redacted] father in this case, per the father's instruction. To recap, we only put brake calipers on the vehicle. This is completely unrelated to the oil issues they are having. The father has admitted to us that they were aware of leaks. Please see attached signed document from both the GM and techs on duty stating that they did not touch the oil when completing the brake job. We are not responsible for any of the damage [redacted] is claiming. Please consider this our final response on this matter. Thank you, [redacted]

I was unable to send photos through link provided by the Revdex.com. I called and was told to send these to this email address. I am satisfied with Tire Discounters decision to review photos of damages. I will wait for a response from them after they review the images to make any further decisions of satisfaction of the incident. 
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.  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]