Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/12/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing today to file a complaint against Genuine Tire located at 195 Henry
  Street unit 4 building six in Brantford, Ontario ** * **** **** *** ******* **** * ******** ** **** ******** *** *** ************* *** ******* ** ******** ******** **** ****** **** * ******* ** ***** ***** ********* **.
  In October of 2022, I purchased used rims for my girlfriend, ******* ******** **** ***** ****** from a reputable auto wrecker. These rims came off another ******.
  On October 20 th , 2022, **** and I brought the car to the afore mentioned place of
  business to have a seasonal tire change preformed. I was looking to have the winter
  tires I had purchased in 2021 placed on rims to avoid changing rims every year. I had
  also been told that my original rims were corroding and may need replacement at my
  switch over in 2021.
  When I checked in for my appointment, I explained that the rims were recently
  purchased and would like to know if they are the right ones and if the condition were
  “good” for use on my car. We were informed that they everything was good, requested
  services were preformed, we were told by staff that we were “good to go,” I paid for
  services and left. I personally did not see a test drive preformed to ensure all was ok, no
  knowing if one should have been done. There was a slight difference in the way the car
  drove, but I figured it due to winter tires, and not all season.
  On October 21, 2022, we took the vehicle down to Mississauga for a light show
  that we had previously obtained tickets for. Upon reaching speeds of 70+km/h the car
  began to shake intensely through the steering wheel to the point that you could visibly
  see the steering wheel shaking, the car became hard to manage on the road the whole
  car was vibrating, precautions were taken until we could figure out the cause.
  
  The next morning, October 22, 2022, we took the car back to Genuine Tire to
  have it looked at, as they had performed the tire change. We politely expressed our
  concerns and what was happening since the changeover. Genuine Tires response was
  to claim that it was all done correctly, and to retorque the tires and say that I most likely
  have an issue with another part such as an axle. After pushing for it to be looked at
  further to determine the cause, an appointment was set up for October 24, 2022, to
  check the balancing of the tires. Leaving us without a vehicle for the weekend as it
  could not be driven.
  On October 24th, 2022, I arrived at my appointment. Once the car was in the
  shop, I was told that there was too much "play" around the studs and that the rims were
  therefore not fitting correctly. When asked if that is something that should have been
  caught by the technician, we were told yes and no. After what felt like arguing a verbal
  agreement to switch out again for $45.00 was made and an appointment was set for
  October 25th, 2022. It was now noted on the receipt made up for the appointment with
  no charge that the car was no longer safe to drive.
  
  On October 25th, 2022, I arrived to have the tires switched out, again. A
  third appointment, only this time, the technician said they were not comfortable
  changing the tires as the studs were now bent. This was of course communicated to us
  as the customer, with the "we can fix it";, told it would cost $7.00 a stud. Being left with
  needing a vehicle, an ok was given. No one provided an estimate before the work
  began. Just a time the car would be ready. At the end of service, the bill was $374.00
  which Genuine tire reduced to $311.00. After inquiring if Genuine Tire should cover the
  cost, the result was “I’ve already taken off $100.00” That was as low as possible,
  nothing else can be done, because myself as the customer brought the wrong rims and
  again it was not Genuine Tires fault.
  As a consumer I have reached out to the business again by way of email and
  registered mail only to be told that “If I had bought the rims at Genuine Tire there would
  not have been an issue.” I feel that the non-direct fit rims that I had purchased should
  have at the very least been discussed with myself so that I could have made an
  informed decision to move forward with the rims. I had no idea that there are rims that
  can go on a vehicle that are not a direct fit.
  * **** ******** *** ************* **** * **** ********* *** ***** * **** *********** **** ******** ******** ** ******* ****. I feel that something as important
  as rims on a car not fitting correctly, be something that a tire shop is responsible for. I
  went in as a consumer looking for a simple seasonal tire change over and left having
  paid four times the cost, due to negligence on part of the shop.
  
  As a resolution to this issue, I am looking for Genuine Tire to acknowledge the
  mistakes that were made, as well as any and all compensation deemed necessary
  including a refund for the additional costs that I had to incur beyond the cost of a simple
  seasonal tire change over.
  
  Awaiting your response,
  
  Carl Prince