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Business Profile

Auto Repairs

Alaska Tire Service

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Alaska Tire Service's headquarters and its corporate-owned locations. To view all corporate locations, see

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Alaska Tire Service has 3 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    Submit a Complaint

    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.

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    • Initial Complaint

      Date:03/02/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      On March 1, 2023, Alaska Tire Service charged me $40.00 to return my tire they wrongfully withheld. They ordered me a new tire for approximately $350.00 but when I came to pick it up said they could repair my old tire for $30.00 and I would be refunded the difference. They also said they did not realize how much wear I had on my existing tires and that they never should have ordered the tire because installing the new tire would cause damage to my transmission due to the extreme difference in tread length. After I dropped off the tire for repair, they contacted me and said the tire was irreparable so they would call their other locations and other businesses to find a comparable used replacement tire so as not to harm my transmission. They said they would inform me of the status since I could no longer use the new tire. After not hearing back for the remainder of the day on February 28, 2023, I called them the morning of March 1, 2023 to inquire as to the status of the used replacement tire. I was informed they were unable to find one, so they went ahead and put the new tire on. I asked that they please take it off as they informed me it would cause damage to my transmission and put it on without my consent. They said, "no problem, we'll have it off in five minutes and you can come pick it up." My wife arrived to pick up the tire and obtain the refund when she was informed there would be a $40 restocking fee or they would not return the tire. She paid the fee so we could get our tire back. At no time was I told or did I sign anything regarding a $40 restocking fee (or any sort of fee). We then took the tire to another local business who repaired the tire for around the same amount Alaska Tire Service charged for the restocking fee.

      Business Response

      Date: 03/06/2023

      I am sorry for the customers experience with Alaska Tire Service. I asked for a response from the general manager of our Eagle River store and this is his explanation of what happened.

      A customer called our store and informed us that he was wanting to purchase (1) ********************* all terrain t/a ko2 LT265/65R17 which we were able to find through a local distributor. We told the customer that due to it being a special-order tire we needed to take 100% payment upfront. We attempted to find the customer a used ********** that would work.  We were not able to find a used tire in that size and informed the customer. The customer paid for the new tire over the phone and we said we would call when the new tire got here. Once the new tire arrived the customer brought the damaged tire and wheel in for the new tire to be installed. At this point we were able to get tread depths on the vehicle and informed the customer that due to the tire wear on the vehicle, he could do damage to his driveline if he installed this wheel and new tire onto the vehicle with the other worn tires. The customer still left his wheel and tire with us to have the new tire mounted. When dismounting the old tire our tire tech noted that the tire had a puncture that looked like it could be repaired. We called the customer and informed him that we may be able to repair the old tire and we would attempt to do that first. If this was possible, we could try to refund the customer the cost of the tire minus the cost of the flat repair. At this point the new tire had not been mounted and could be returned to our distributor.  Once the tire was off the wheel, we noted that there was severe damage to the inner liner of the tire that made the tire non repairable.  We called the customer back and informed him that the tire would not be able to be repaired and that we would need to go with the new tire. At this point the customer asked for us to look for a used tire again because he was concerned about the tread depth difference. I told the customer that we would look for a used tire but if I didnt find one then we would go ahead and mount the new tire like we originally planned to. The customer said ok call me back if you can find a used tire. I called around to multiple tire businesses looking for a used tire but I was not able to find one. At this point I told my tech to go ahead and mount the new tire and we could call the customer tomorrow to come pick up their tire and wheel. The following morning the customer called looking for an update and we told him the new tire was mounted and is ready for pick up. At this point the customers informed us that they no longer wanted the tire due to the tread depth differences.  We told the customer that we could have the tire dismounted in 5 min and they could come and pick up their property. Due to the tire having been mounted on a wheel we are not able to return the tire to our distributor. per our company policy we charged the customer a 15% restocking fee which amounted to $53.25. The customer was not happy about having to pay a restock fee and accused us of trying to pull a fast one on them. I explained that because the tire had been mounted on a wheel it could not be returned which is why they were being charged a restock fee. the customer claimed that they never gave us authorization to mount the tire and that they didnt want the new tire at all. After some discussion the customer chose to take the refund of $304.20 and take their old tire and wheel.

      After hearing both sides of the situation it sounds like this could have been avoided had we originally seen the customers tires in person before the tire was ordered over the phone. Unfortunately misunderstanding happen. We have refunded the customer the restocking fee and hope there are no ill feelings. Have a great day and we hope to do business with this customer again in the future. 

      *************************

      Owner

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