Business Profile

Tire Dealers

American Tire Depot

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Complaints

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

Customer Complaints Summary

55 total complaints in the last 3 years.
20 complaints closed in the last 12 months.

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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:03/24/2025
Type:Service or Repair Issues
Status:
AnsweredMore 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 have gotten my tires replaced many times, at other shops, and my rims have never been damaged.

The technician that installed the tires damaged/scratched all 4 rims and the company denied any fault. According to their district manager Giovanni, "their tire machine could not cause those damages".

Employee negligence when using tools or mishandling of customer property, can cause damages and I did not drop off my vehicle/rims in this condition. You can clearly see the point of impact in the pictures and the damage is clearly "fresh". Also, the tire changer is not the only tool they use. I also have pictures of the rims before and after the installation, despite this information, Giovanni still denied the claim.

I took my truck on February 15, 2025 to get 4 brand new tires installed. Upon returning the truck to me, I inspected the tires and rims on site and saw the damage. I immediately advised the store manager, Candice and they proceeded to take pictures. She had employee Angel take pictures and said that she would work on getting it repaired and would call me back to schedule a time and date for the repairs.

I called Candice on 3/7/2025 for an update and was told that she was still waiting on the district manager and would not be able to follow up until Monday 3/10. After receiving no follow up from the store/corporate, I called corporate for the 5th time (2/18, 2/21, 3/10, & 3/11) on 3/12 and finally got a call back from Giovanni requesting pictures that I had already sent to the store manager, per her request, and had been "forwarded" to him already. I received a call back from him 3 minutes later letting me know that my claim was denied and the best he could do was offer removal of the tires and call a repair shop on my behalf but I would have to pay to get the damages fixed and leave my vehicle at their shop. Then he proceeded to tell me that my claim was denied.
Business Response
Date: 03/25/2025
To all parties involved,

Attached are additional images of the reported damages. After a thorough review, the damages do not appear to be characteristic of a negligent tire installation. All of our tire mounting equipment is outfitted with protectors which help prevent damages of any kind.

As a matter of customer satisfaction, we have offered to dismount the tires and bring the wheels to a wheel repair center, which was declined by our guest.

For any other questions or concerns regarding this, please reach out to: [email protected]

Thank you.
Customer Answer
Date: 03/25/2025

Complaint: 23108697

I am rejecting this response because: I see no response from the business or attempt at resolution, other than submitting additional images of rim damages. I reviewed all attached documents to make sure.

Regards,

A** *********

Business Response
Date: 03/25/2025
Here is a copy of our response, in the event the first was not visible:

To all parties involved,

Attached are additional images of the reported damages. After a thorough review, the damages do not appear to be characteristic of a negligent tire installation. All of our tire mounting equipment is outfitted with protectors which help prevent damages of any kind.

As a matter of customer satisfaction, we have offered to dismount the tires and bring the wheels to a wheel repair center, which was declined by our guest previously.

For any other questions or concerns regarding this, please reach out to: [email protected]

Thank you.
Customer Answer
Date: 03/25/2025

Complaint: 23108697

I am rejecting this response because: The business' response is incorrect and dishonest information. If the business had offered to remove the tires AND repair the damages, as stated here by their response, I would not have had to reach out to the BBB for further assistance.
When I originally spoke to Giovanni, he advised that the best he could do was offer removal of the tires BUT I WOULD HAVE TO PAY to have the rims repaired by a technician that they contract with. In other words, they would remove the tires and the customer would be left to foot the bill for the damages they caused. I advised Giovanni that this is in no way a resolution to my claim, as I am still left paying for their damages.
Giovanni then stated that if I did not accept the "complimentary" removal of the tires and paying for the repairs myself, my claim would be denied.
I called corporate back the same day and asked to speak to another district manager in hopes of getting assistance and was asked to email the photos to Henry at ([email protected]). I sent the email and photos with contact information that same day, March 12, and still have yet to receive a response. Please see attached screenshot of email I sent to Henry.

Regards,

A** *********
Initial Complaint
Date:02/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore 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 took my car to the shop cause the check engine light came on. They done a diagnostic on my car and told me it was my number 1 coil misfiring and I told them to do an oil change and tune up. They then tell me that I needed my injectors done so I told them ok. When they finished gave me my car two weeks later the check engine light came on again I took it back to them they claim they did a diagnostic again and said my number 3 coil was misfiring I asked them why didn’t they change all of them the first time they said cause it only said the number one showed up. ( but doing a tune up you’re supposed to change all of them so I pay for additional coils to be done left and engine light came on a week later I came back and they started saying they don’t know what’s wrong it keep saying the coils and I asked them why my car is having a ruff start up now and it’s smoking and it wasn’t before. Again they didn’t know and asked to keep it overnight so they can listen to it at first start. So they gave me my car and a week later engine light came on again I called them told them something not right taking it to the ford dealership to get a diagnostic cause obviously they don’t know what they are doing took it to Ford and they diagnostic said it was anti freeze intrusion I asked what was that Carlos said it was fluid going into my engine and it would cost 9000 to fix I’m like what
Business Response
Date: 02/19/2025
To all parties involved,

Regarding our guest's concerns, a full refund was previously issued due to the initial reason for her visit not being fixed. Please see the following attached documents: 'Invoice(Refund) 1141-********pdf' & 'Invoice(Refund) 1141-****694.pdf'
Regarding our guest's claims involving subsequent engine damage, the California Bureau of Automotive Repair has already been involved and completed a thorough investigation of the claims made. After the review was completed, the CA BAR concluded that the damages being claimed have not been backed up with documentation or evidence, and there is no connection between the claimed damages and the services rendered by American Tire Depot. Please see the attached document: 'CA BAR Case File 2025_02_19_09_38_42.pdf' (sensitive information redacted).

For any other question or concerns regarding this, please contact: *****@bigbrandtire.com

Thank you.
Initial Complaint
Date:01/28/2025
Type:Service or Repair Issues
Status:
AnsweredMore 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 filing this complaint regarding the repeated negligence and lack of professionalism I experienced at American Tire Depot under the management of Virginia. The issues include improper diagnosis of my vehicle, careless service, and poor customer care.
1. Brake Issues: My truck’s brakes were locking up, and I brought the vehicle to this location multiple times. Despite repeated visits, they were unable to diagnose or resolve the problem. I was left with an unsafe vehicle and no resolution or accountability.
2. Oil Change Negligence: During my most recent visit for an oil change, the oil cap was either left loose or not replaced at all. This negligence caused the oil cap to fall off while I was driving. Fortunately, I was not driving much during this time, so no oil was lost. However, I am now forced to purchase a replacement oil cap because of their mistake.
3. Poor Customer Service: When I brought these concerns to Virginia’s attention, I was met with dismissive responses and no meaningful solutions. Instead of addressing the issues, I received excuses and reassurances without any follow-through or accountability.

These incidents reflect a troubling lack of attention to detail, professionalism, and care for customers’ safety and satisfaction. As a result, I am left with unnecessary expenses and unresolved issues.
Business Response
Date: 01/28/2025
To all parties involved,

Our guest was contacted by the District Manager the morning of 1/28/25. An agreement was reached involving the refund of the diagnostic charges and we will remain in contact with our guest as we move forward with resolving all other concerns.

For any other questions or concerns, please contact: [email protected]

Thank you
Initial Complaint
Date:12/04/2024
Type:Billing Issues
Status:
AnsweredMore 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.
My 87 year old widowed mother, Gloria Alcordo, took her 2004 Lexus rx330 to get repaired at American Tire Depot on Cerritos Ave. Cypress, CA. She got an estimate based on recommendations by Francisco M.H. (FH745). The work order stated $550 for replacement of lower control arms non OEM parts. The order also stated $2745 for labor and additional fees for a total of $3605.96. After leaving the vehicle at American Tire Depot, Francisco later called to threaten that there was additional leaks and repairs , with non OEM parts that were needed totaling to $6680.24. The entire value of the vehicle is around $5000. This salesperson knowingly took advantage of an elderly woman who was unfamiliar with auto repairs by recommending and threatening her about her safety in order to fraudulently gouge her for unnecessary auto repairs. I have driven the vehicle before every week, and she drove it into the shop. Clearly it was not needing $6600 of repairs. Especially since the value of a 2004 Lexus rx330 is only $5000. Please investigate this fraud before she is forced to pay these unnecessary gouged fees, sold by coercive business fraud who knowingly took advantage of an elderly woman. The additional work order was also not provided or signed by My mother.
Business Response
Date: 12/12/2024
To all parties involved,

Our customer was contacted on 12/9/2024 by the District Manager for the store location in question. Our call went unanswered, so a voicemail was left and we are waiting for a response to proceed.

For any questions or concerns regarding the resolution of this, please reach out to: [email protected].

Thank you.
Initial Complaint
Date:11/19/2024
Type:Service or Repair Issues
Status:
AnsweredMore 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.
On 9/24/24 I went to American Tire Depot in Costa Mesa because my tire needed air. I bought the tires there. Also the steering wheel was vibrating badly when braking. They told me it was probably a brake problem and I needed new front brakes. So I had them do the job. The cost was $744.89. But the shaking was still going on. They didn’t admit it was still the brakes.
I took the car to the dealer, OC Infiniti, they told me it was the bad brakes so I had them redone as well as other problems, an oil leak.
So I want a refund for American Tire’s terrible brake job.
Business Response
Date: 11/20/2024
To all parties involved,

On 11/20/2024, our District Manager reached out to the customer and left a voicemail. We are currently awaiting a response from the customer to proceed with resolution.

This thread will be updated as soon as a resolution is agreed upon.

Thank you
Initial Complaint
Date:11/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore 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.
On 9/9/24 American Tire Depot said my car was fixed. I paid for the work and I started my car. It wasn't fixed. They next day they told my wife and I that the engine light was on but it was driving well. After not getting updates from them I went to the shop and saw my car in the parking lot. It wasn't being worked on, R******, the manager, said they will start working on it. I didn't hear from them. I called and R****** said something else wrong. I went to pick up my car. He refused to give me a refund. I talked to J***** ******, the district manager, and he told about what happened. He told me that they will give me a refund. I went to the shop and received the invoice with the refund. I have the attached copy of the invoice. The refund was never put through my credit card company. J***** ****** said that I would talk to IT and get them to do it. He has told the sane thing on three different occasions. American Tire Depot do not have a current business license to operate in Irvine per Irvine City Hall. On 11/3/24, I called Citibank and they still haven't received a refund. BAR was waiting to investigate to see if the issue would be resolved, but it hasn't. BAR#ard301235 and EPA#CAL*********.
Business Response
Date: 11/12/2024
To all parties involved,

Our customer was refunded for the full amount and is satisfied with the resolution.

If there are any further questions regarding the resolution of this concern, please contact:

*****@bigbrandtire.com

Thank you
Customer Answer
Date: 11/19/2024
Regarding Complaint ID #22508060: They never gave me a refund. My credit card filed a dispute. I won the dispute. American Tire Depot didn't repair me car.
Initial Complaint
Date:10/18/2024
Type:Service or Repair Issues
Status:
ResolvedMore 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 went to American Tire Depot on July 14th 2023 to change all my 4 brake pads on my car. However when I left home, my brakes started to make a loud squeaky noise. So I went back to American tire Depot to complain about the noise and they said they will change my rear brake pads for free maybe they were defective. I went home and my brakes were still making a loud squeaky noise. I went back and they told me to give it a month maybe the noise will go away because the brakes are new. I went back a month later and they replaced the front brake pads this time. They told me to give it a month for the noise to go away. So I went back again for the third time and they said they would resurface my back brake rotor disc. I gave it a month and I went back for the 4th time and they resurfaced my front brake rotor disc. It’s been more than a year and American tire Depot has not fixed my brake issue. On October 3 2024 I went to get new tires at a different shop and the mechanics told me that both my front and rear brakes are really low metal to metal and they need to be changed urgently. So I went back to American Tire Depot and told them why are my brakes metal to metal if I’m supposed to have Brand new premium carbon brakes on all four. I been going five times throughout the year to American tire depot for my brake issue and no one ever noticed that my brakes were never ever changed. This 6th time I went on October the 3rd they said they would change all 4 of my break pads. But my brakes are still squeaking, I went back and the guy in the desk tells me we have to change your brake disc rotors now if you want the problem to go away, but he wants me to pay for it. Why should I pay out of my pocket to pay for a new problem they caused. If they would of changed my brakes the first time I went one year ago, I would not need replacement of all 4 new rotor disc. I went more than 7 times through the year and no one fixed the issue. Now I want them to pay and to fix my brake problem.
Business Response
Date: 10/25/2024
To all parties involved,

Our customer has been contacted by the District Manager and will be bringing the car to another local service center to have all concerns resolved at no charge.

If there are any additional questions regarding this concern, please contact:

*****@bigbrandtire.com
Customer Answer
Date: 10/30/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22438531, and find that this resolution is satisfactory to me.

Regards,

J**** ******** *****
Initial Complaint
Date:10/15/2024
Type:Product Issues
Status:
AnsweredMore 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 had a very frustrating experience with American Tire Depot in Rialto. I purchased four brand new Pirelli tires, along with a wheel alignment, for over $1,725.00. To my disappointment, the tires didn’t even last five months before they began showing significant signs of wear and tear. Given the cost and the Pirelli brand, I expected much better quality. The tires seemed like lemons, and I was deeply concerned about my safety driving on them.

When I returned to the tire shop to express my concerns, I spoke with the owner, Jovani, as well as the managers, Rob and Nick. Unfortunately, they showed no concern or willingness to help. Despite explaining the premature wear and showing them the tires, they made no effort to offer compensation or even consider replacing them. Their dismissive attitude made the situation even more upsetting, especially after investing so much money in what was supposed to be a high-quality product.

The lack of customer service and accountability at this shop is unacceptable. It’s clear they don’t stand behind the products they sell or care about their customers' safety. I would not recommend American Tire Depot to anyone looking for reliable service or quality tires. Their unwillingness to address the issue and their poor treatment of customers have left me deeply dissatisfied, and I hope others are cautious when doing business with them.
Business Response
Date: 10/27/2024
To all parties involved,

After hearing about the customer's concerns, our regional management reached out to Pirelli to see what manufacturer's coverage would apply.

Being that the specific model of tire purchased did not come with any defect or mileage warranty, the manufacturer was not able to reimburse the customer for the tires.

As a matter of goodwill and customer satisfaction, we have offered to completely cover the installation cost and provide a replacement set of tires at wholesale price.

For any additional questions regarding the resolution of this, please reach out to:

[email protected]

Thank you
Customer Answer
Date: 10/28/2024

Complaint: 22421846

I am rejecting this response because:

I am writing to formerly reject the offer from American Tire Depot regarding the replacement of my tires. I purchased these tires and after 5 months of minimal mileage, they were completely worn to 3% thread. Given their relatively new condition, I believe it is unreasonable for the company to deny total coverage for their replacement. I expected a higher standard of quality and customer service, especially for such a recent purchase. I appreciate your attention to this matter and hope for a resolution that reflects the situation appropriately.

Regards,

C***** *******

Business Response
Date: 10/30/2024
After contacting Pirelli, it was confirmed that the tires purchased are not covered under a manufacturer defect / mileage warranty. While Pirelli does offer many tires that come with this coverage, the particular model purchased by our customer does not.

We stand by our offer to provide a new set of tires at-cost, and will cover all installation charges. This will apply if the customer would like to explore other options.

We understand the customer's concern and appreciate this being brought to our attention so we can accommodate as best we can. As a certified Pirelli installer, we must stand by the manufacturers coverage.

Thank you.
Initial Complaint
Date:10/03/2024
Type:Product Issues
Status:
ResolvedMore 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.
Store manager sold me their private labeled tires along with alignment. They were sold with a full warranty of 6 years and 60,000 miles. I asked several times what would happen if they wore down early because I had come in for name brand tires and was assured these were just as good. I was told if they wore out inside the warranty window they would fully cover their replacement. I am now 2 years and 20,000 miles in and all 4 tires are nearly completely bald. When I went in to utilize my warranty I was told these tires are cheap and the best they could do was a discount of $125 off of a new set costing more than $1,000. I spent $700 on the first set and was completely taken advantage of. They use name brands in their ads and bait & switch clients to their cheap brand that they make significantly more on. Then when you come to claim the warranty they tell you that you should've bought good tires to begin with. Of course the current manager is new and the old manager who sold me is no longer there. Clearly they have a ton of turnover.
Customer Answer
Date: 10/07/2024
DM, “J****” called me back and offered me a larger credit that satisfied my concerns. I still wish I didn’t have to spend another $350 but I accepted the result.
Initial Complaint
Date:10/03/2024
Type:Service or Repair Issues
Status:
AnsweredMore 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 purchase two new tires and told them to put them to replace the back tires. They put the tires on the front instead. The tires are 2.5 years old and look very used. They charged me more than the quoted price and included a warranty which I said I did not want. I made an appointment and explained everything and sent my teenage sons in with the vehicle. They did the above likely to take advantage of the teenagers.
Business Response
Date: 10/11/2024
To all parties involved,

Our customer was contacted by the Regional Manager on 10/3 and images of the tires were sent. Our customer agreed to bring the vehicle in on 10/6 for an in-depth evaluation.

The customer was not present for this appointment, and was contacted again by the District Manager.

As of right now, we are waiting for a response from the customer. We will continue to stay in contact with them until a satisfactory resolution is met.

Any questions regarding this concern can be directed to:

*****@bigbrandtire.com

Thank you.

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American Tire Depot

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American Tire Depot

American Tire Depot

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American Tire Depot is NOT a BBB Accredited Business.