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Business Profile

Tire Dealers

City Tire Co., Inc.
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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint 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.

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    • Initial Complaint

      Date:01/27/2025

      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.
      June 6,2024 paid $179.95 for lifetime 4 wheel alignment July 23,2024 paid $540 for rear lower control arms, labor and alignment. Tires were wearing unevenly in rear October 29, 2024 left lower ball joint replaced $232. Tires continue to wear unevenly. Jan 22, 2025 was realigned but tires obviously still not straight. Have gone through 3 sets of tires due to failure of proper alignment. No explanation of why they aren't doing it correctly. Looking for reimbursement of tires and lifetime alignment that was never successfully done even after the recommended work and part replacement.

      Business Response

      Date: 01/27/2025

      Dear BBB/***** **********,

      On behalf of City Tire Company, and the Pittsfield Store specifically, we sincerely apologize for the inconvenience the alignment/tire wear has caused.   

      Unfortunately it has been brought to my attention that this ****** has been altered from it's factory suspension/alignment set up.  The vehicle came in "raised" one time, and "lowered" another.  The "Raising and Lowering" of vehicle suspension DIRECTLY impacts the alignment geometry.  Knowing this was not ideal, our management team (specifically Jordan ******, Assistant Manager) explained to **** ********** (the driver of vehicle. Not sure if he is the owner) that aligning this would be "best effort" as the vehicle was no longer in Original Equipment condition.  The parts were replaced because they were either worn out or would help improve the alignment to the best of our ability. **** was also advised there may need to be body shop intervention as the subframe was also slightly tweaked - which impacts alignments also. I do not know how well **** has relayed information to **** regarding the issues with raising and lowering the vehicle height and it's impact on the alignment.

      It seems to me we erred in offering a lifetime alignment?  The offer was made in good faith.  ******** thought process was "this is going to need lots of alignments" so maybe I should offer this deal?  

      In good faith, however, we can offer 2 solutions. 

      #1.  We refund the price of the Lifetime alignment - $179.95.  We don't believe it is fair to request refunds on parts that were installed to either replace worn out part(s) (2006 vehicle) or improve the alignment situation to the best of our ability.  These efforts were pre-authorized before completion by **** ********** per ****** ******.  ****** ****** stated to me he and **** *********** spoke of these issues/problems and was surprised to see a complaint being that **** understood what we were working with.  

      #2.  We will continue to do our best while vehicle is not set up per the factory, or bring the vehicle back to factory specs to achieve a satisfactory alignment.  We would certainly continue to honor the lifetime warranty for alignments on the ******.  

      Certainly, if any new information comes in that I am unaware at this point in time, I can certainly give this more consideration.

      I anxiously await a response.

      Sincerely, 

      Jeff ******

      Executive VP/CFO

       

       

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