Complaints

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

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  American Tire Depot

  Moorpark, CA 93021

• 

  American Tire Depot

  2320 E Vineyard Ave Oxnard, CA 93036

• 

  American Tire Depot

  101 Calle Propano Paso Robles, CA 93446

• 

  American Tire Depot

  303 E. Ocean Ave Lompoc, CA 93436

• 

  American Tire Depot

  2320 E. Vineyard Ave Oxnard, CA 93036

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:08/22/2024

  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.

  On the 2ed of August I brought my work van into American tire Depot to get a basic four-wheel alignment. The alignment was nothing to write home about. In fact, they didn't even bother to adjust my camber which was the most important thing since I had just changed shocks. The problem is when I got my vehicle back there was significant damage to the driver side door. It even looked as if someone tried to pry the body back into position so I wouldn't notice. Upon bringing this up with the manager. Pete, he denied the problem and told me there was nothing he could do for me. Cannot believe I brought my vehicle there. They have terrible reviews on better Business bureau and now I'm left with a damaged vehicle.

• Initial Complaint

  Date:08/05/2024

  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.

  Work done on car and charge is falsely charged and used my car’s own parts then charged me for parts . Work that could have been only way under 1000( thousand dollars and charged us over three thousand dollars from 6 pm to 9:30 pm and also took home Cadillac converter cover off from my car and took it home and try to give it back and I got there before someone brought it back and I was not able to get it back and they try to tell me someone else took it. And another guy name reed put oil and fire cracker powder on my engine knowing it gets hot. I wrote to corporate office and they did not respond; as it seems they practice theft and falsely charging to people. Not only that illegal foreign people are here. Also put wrong antifreeze and also charges for work or repair not needed and requested; tire rotation ( just to look under car to steal more.

  Business Response

  Date: 08/09/2024

  To all parties involved,
  
  As of an update this morning (08.09.2024), the District Manager has made two attempts to reach out to the customer via phone call, with no answer.
  
  Our customer is welcome to reach out to our CX Manager, ***** via:
  
  *****@bigbrandtire.com
  
  Thank you.

• Initial Complaint

  Date:08/05/2024

  Type:Product 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.

  Getting our car repaired here was a nightmare for us. It started with not being able to start the car on July 23, 2024, The engine wouldn’t turn over. When i tried to start the car the dashboard lights would flash and I got a clicking sound from the engine. So after trying for minutes we called insurance and they sent a guy to give us a jump, He insisted it was the starter not the battery so he towed us to American Tire Depot in Yucca Valley and dropped the car off. He followed us in and told **** the service guy, who he knew by name, that he was sure it was the starter. Without even checking the car, the service guy gave a quote of $778.11 to replace the starter and that the car would be ready the next day. We were shocked at the price but what could we do, we were stuck.
  A few hours later, while we were trying to deal with all this at the hotel we got a call from **** saying that he was so sorry but a part came in and it was the wrong part. He said the right starter was $ 1449.00 and $1750.00 total with installation, and would take 2 days to come in. He said it was a very expensive special part What could we do? We felt we were being ripped off, but had to say yes as we were stuck without our car and helpless in this desert city.
  So 2 days go by with no word, so we called **** and he said the part was going to take another day to come.
  
  A few days later the car wouldn’t start, again. Same symptoms, the car started right away with a jump. I drove to Pep boys and had them replace the battery and car is now running great. Pep Boys said it was always the battery and never the starter, I asked the Pep boys parts department how much they charged for a starter on my 2020 rogue sport and she said it was $ 200! What can I say, horrible!! I paid all that money, stayed in a hotel for 3 nights when all I needed was a new battery for $290.00 total.
  
  I really feel we were targeted because being seniors, we were easy prey, and wouldn’t know any better.

• Initial Complaint

  Date:07/29/2024

  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.

  On May 7th at 10am I took my truck to the foothill American Tire Depot that I (and most my family as I’ve referred them to here) have gone many times over many years. On this particular day I went in to have my tires rotated. At approximately 1-2pm they called and told me that my truck was ready. I went and picked up the truck and drive it home. Around a turn about 3/4 of the way home the driver rear wheel came off as I was driving 50mph around a turn. The truck dropped down, landed on the tire (which is what caused most of the body damage) and then fell to the ground and slide almost 180 degrees. I was able to steer it straight and pull off to the side before grinding to a halt. All the lug nuts were gone, but not a single broken stud. They didn’t torque the lug nuts, so they vibrated off.
  
  I called the store and they sent people down. Instead of sending a tow truck they just put the wheel/tire (which had flown down the street at 60mph and hit a fence and parked car back on my truck) and then drove it back to the foothill location. This potentially may have been the reason I have multiple squeak, rattles and ticks that are new since the accident.
  If I hadn’t of been so freaked out I probably would have noticed that those actions alone were red flags. Who was to say it was in a drivable, or safe state to do so?
  
  After it was returned to the foothill location I was picked up and they set up a rental that I then had to spend 2+ hours picking up the next day, Mother’s Day.
  After that they replaced the damaged drum and axle, changed the differential fluid and replaced the tire. I was not told who did the work, or given a choice as to who/where did the work.
  They then sent it to an again unknown body shop as I was not kept in the loop, nor gave any approval as to who was going to do the work.

• Initial Complaint

  Date:06/18/2024

  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 or about 5/20/2024 the **** ******** Blvd in Long Beach location store #1145 abused the use of my vehicle. I requested and paid for a wheels alignment package that took 5 hours to complete. I was there from 10 am to 3 pm. This location and the desk staff were the ones that had to “test drive” the car 13 miles and attempt 2 separate “express realignment” even though their software or equipment was not fully functioning, which after discussion they admitted to, and they gave me no relevant paperwork afterwards.
  
  The staff at the #1145 took my car keys, drove my car multiples times, left the car on the alignment lift for an hour without work being done on it and drove the car multiple times again without explanation. In the end the alignment was off and I had to visit another American Tire Depot location to get the job done right.
  
  The 3rd picture I uploaded is from the other location that did the job right the first time and in about an hours time without the need to lie and abuse the use of my vehicle.
  
  Ultimately, I bought an alignment package for my vehicle for future use from ATD Long Beach on Lakewood #1145 location. My car was scheduled for an “alignment check” and I bought the package before the check was done. The results from the “alignment check” were inaccurate because the machine or software they were using that day was malfunctioning and the alignment values couldn’t be adjusted. If that’s case why lie to me and present me with a false alignment report and drive my car 13 miles that resulted with bigger alignment issues after Long Beach #1145 locations “adjustments”?
  
  Why did it take another locations honesty and ethical work practice to get a simple alignment job done perfectly?
  
  I’ve contacted Ro Verma with no feedback or results.
  
  R/S
  **** ** *****
  USMC Veteran

  Business Response

  Date: 06/18/2024

  
  To all parties involved,

   

  Our customer was contacted this morning via email and will be reimbursed the full amount paid. We are in contact with the customer regarding the test drive mentioned, and are actively investigating the incident.

   

  Questions regarding this can be directed to:

  [email protected] (District Manager)

  [email protected] (CX Manager)

  Customer Answer

  Date: 06/27/2024

  
  
  
  Complaint: 21865216
  
  
  
  I am rejecting this response because:

  The manager reach out to me and said they would refund the price and the staff issues were address. I haven’t received the refund and I’m not sure anything was done with the staff.

  R/S

  
  
  
  
  Regards,
  
  
  
  Alex Reyes
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:03/06/2024

  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 9-6-23 I spoke with Mulroney at AMERICAN TIRE DEPOT on Beach Blvd in Huntington Beach about replacing my alternator. I specifically asked about their experience with BMWs and was told they work on them all the time. I supplied the alternator and told them to check for leaks while the alternator was out. You have to remove many parts to reach the alternator, so the lower engine would be exposed and any leaks would be easy to find. I was told they cleaned the engine and found no leaks, I then got a call from manager Chris saying my valve cover gaskets were leaking. This was after my car was put back together and ready for pickup. Not wanting to pay double labor to take the engine apart again I complained to Mulroney and he said he would take care of it. I supplied the parts. A week later I picked up my car and when started, thick grey smoke from my exhaust and a very loud squealing noise from my engine. they were closed so I drove home. Next morning same thing happened. I opened my hood to see fuel pouring out of the line, oil under my car, and missing engine covers, bolts, dangling and disconnected hoses, a broken headlight, my air conditioning wasn't working, my top wasn't working, tools missing, and scratches in my paint where the mechanic had been working. I towed it to BMW for an inspection. I relayed the findings to Mulroney and requested the District managers info. They paid for fuel leak but denied working on the valve covers. The final invoice I was given said nothing about the valve covers, but it had been altered twice. Luiz the DM requested another inspection more detailed, so BMW did a second one. 6 months later, after BMW has said the alternator and valve covers were not done right, my car is still at BMW and Luiz had refused to pay for anything including the inspection he requested. I have more details to collaborate this and almost all correspondence was done in text, however I am limited in the amount of characters I can use in the explanation.

  Business Response

  Date: 03/08/2024

  As per our accounts payable department:

  A refund check was already processed / issued in December of 2023 for the total amount of $765.00. The check was cashed and cleared our account on 1/2/2024.

  Customer Answer

  Date: 03/13/2024

  
  
  
  
  Complaint: 21390985
  
  
  
  I am rejecting this response because:

  the work you performed on my vehicle was not done correctly. This was verified by 2 inspections done by BMW. You mechanic forgot to put several necessary parts back on my car, there are scratches all around the area he worked, I was allowed to drive away with a leaking fuel line, you performed work that was not necessary, and was done wrong, you used RTV that was everywhere including my interior, causing more damage and a major leak from my alternator bracket was not found even after 4 requests to look for it. Now my new alternator is damaged. Your DM requested an inspection then refused to pay for it, leaving my car stranded at BMW. I have been without my car for 7 months while you have made BMW and me jump through hoops. It is documented that you didn’t do my ( unnecessary )valve cover gaskets correctly or the installation of my new alternator. Before and after pictures of my engine and undercarriage show that you didn’t even put original and necessary parts back on my car. I could have been seriously injured or killed by being allowed to drive away with missing parts and fuel leaking profusely from my fuel line. I will not be satisfied until you fix all damages.

  
  
  
  
  Regards,
  
  
  
  L**** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 03/14/2024

  We have reached out to the CA Bureau of Automotive Repair for assistance in the resolution of this case. The claims the customer have made contain inaccuracies, therefor the CA BAR is investigating the issue from multiple perspectives. 

   

  We are awaiting the next steps to take from CA BAR. Additional time is needed to resolve this.

• Initial Complaint

  Date:07/19/2022

  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.

  On july 13 2022 i had a 2pm appointment for both my cars hyandi sonata and my toyota camry 1998 as i previous had an oil change there. Two days later at 4 am my car breaks down in thousand oaks california and never started back up. Scared cold and in the dark and alone. I didnt know what to do. I finally get my car towed to my house and then to my machanic. I go to back to Amaerican tire depot and ask for a copy of my reciept proof of service. And the saids he cant find the transaction so i wait for the management M***** the man who help with the transaction in the first place. M***** hands me a reciept with no proof of my second car the 98 camry . he said i put it in that same reciept he said i gave you a discount. I AM A REGULAR PAYING CUSTOMER . I Never ask for his a dicount. So I then tell him I need my reciept. He saids no problem he creats one with todays date and time as if the service was perform today at that moment. I then ask for cooperates number he saids hes a franschise . he did give me the number eventually he then asks for my machanic address to where my car is located and goes to my machanic shop to check out my car. M***** talk to my machanic and my machanice said it had no oil. M***** asks to tow my car to his shop american tire depot shop for his machanic to inspect the problem. He said he will take and replace the engine and pay for labor. I was a very hesistate to let my car go back to his shop but i allowed him to do so because he promise to resolved the issue. My car had no previous oil leaks. They fail to give me my correct recipet and made up a reciept with today date and time. This manager is a fraud. Once my car is fix I will get it inspected once again to see if everything is ok.

  On July 19th 20/2022 I sent M***** the manager at American Depot tires a text message stating for him not to tow my car from the mechanic shop to American Tire Depot until I receive my original receipts stating the date and time my vehicle had the service done and if he couldn't come up with it him as a manager I would want a written receipt. So he text me back and tells me that I need to call this certain number and wait for business hours I sent him a text back telling him I'm telling him not to take my car to his shop until I get my original receipt. I get a call from him and he's asking me for my email address so he can email me the receipt that he has the original receipt with the time and date stamped at first I tell him I will pick it up in person but since I was at work I called back and gave him my email address I work for a hospice company in Santa Barbara and I was busy and I couldn't handle this in situation but had to. A few minutes past so I checked my email I look at it and there it is again he's falsifying my receipt it is not the original receipt now in the notes below it is written that my car had prior oil leaks which my car did not. Prior to this oil change I had my oil changed done at his shop he never once told me I had any leaks or any problems with that car. 3 points prior to that I had my oil change done at the Oxnard American Tire Depot and they never told me I had any prior oil leaks. I then was so frustrated when I seen this fake receipt once again. Now I have four different receipts with four different prices three receipts that say nothing about an oil leak to receipts that doesn't even have my name on it or my address on it nor the Camrys information on its stating I got an oil change North stating the Camry had any prior oil leaks. So I go to the restroom and I call M***** up and I'm furious and I just start yelling at him telling him he's falsifying once again and now he's saying no ma'am I cannot recreate a receipt what are you talking about he starts acting dumb in a professional way cocky. Mind you I'm in a patient's restroom yelling at M***** I'm practically having a nervous breakdown in front of a dying patient because I couldn't control how M***** the manager at American Tire Depot is trying to handle this issue that they caused. I work 6 hours after this conversation with M***** and it was the longest day I ever had and I love my job. During the the conversation I asked for corporates number he says they're not a corporation that I would have to go through the owner I asked him for someone higher than him I asked him for the owners number he would not give it to me that way he would have the owner call me back to help this issue. It's 4:00 p.m. and I am driving home from work and I Google corporates number I talked to an HR lady name Elsa who is very nice and just listen to my complaint she said she would give the owner a text and she would call me the next day in the morning which she did call me today July 20th asking me if the owner has given me a call I said no she said he would give me a call to figure out a resolution which was very appreciated the first one in that company to really sit and listen to my complaint without interruptions without excuses just listen and did her job and took the appropriate steps.