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:10/23/2024

  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 called Tire World for a quote on the specific ********* tires I wanted and spoke with a lady who was very helpful and kind, she informed me the specific tires, alignment, and tax would be right around $1100 out the door. Everything went fine with that visit, the overall total came out to be $1048.14. The tires rode great and then I decided I wanted to install these same tires on my 2021 Suburban...Just a few days later I called the shop again and said I wanted to order 4 more to install on the Suburban, they said no problem we will order them in for you and we set an appointment for a Saturday. Keep in mind both vehicles got the same exact ********* Destination LE3 tires in the same exact size and load rating. My wife picks the Suburban up alone after the work is completed and pays the invoice, later that day I see the invoice and asked her if they informed her the price would be almost $300 higher - she said no. I said there must be some kind of mistake and I will contact them next week as they are literally the same tires. I called a few days later and talked to a service writer and explained the issue to him, he checked in the system and said yes they are the same tires. He put me on hold to talk with the manager *** (he couldn't be bothered to speak with me on the phone), the service writer then claimed there was an applied discount or a miscalculation on the price of the first set of tires and they should have cost more. I stated I never asked for a discount nor was one discussed, I was given a standard quote that matched every other tire shop in ********* (there is no discount shown on my invoice). I said to him several times "I dont think you're handling this the right way" and to check your records for how much money I have spent there. I could not make this up - his solution to me was to charge me more "if I wanted" since the first set should have cost the same as the second set.

  Business Response

  Date: 10/23/2024

  This is how we responded to ***** ************ review on our ****** Business Page. We stand by this response:

  Hi *****, Thank you for sharing your detailed feedback and for bringing these issues to our attention. We apologize for the confusion and frustration caused during your recent visits to our shop. To clarify the difference in pricing between the two sets: we recently updated our inventory management software with Tire World's new ownership. Unfortunately, during this transition, the new software pulled incorrect, lower pricing for your first set of tires. This made the tires barely over cost. The initial invoice also inadvertently charged you for only one tire installation and disposal instead of a set of four. This also reduced your cost and our service advisor didn't pick up on this detail at checkout, resulting in a further decrease in price. When you returned for the second set of tires, the system accurately applied the correct tire pricing and charged for a set of four and an alignment, which is why the amount was higher than your first visit. Our General Manager, ***, advised Tire World's Service Advisor to share this information and explained that you ended up with an approximately $300 discount for the first purchase. Yes, you are correct that our competitors, including online stores, are pricing out the same tires for around $1,100.00. But that $1,100.00 price doesn't include the alignment, installation, disposal fees, and tax for a set of 4 tires. For these reasons, the price of the 2nd set came closer to $1,300.00.

  Customer Answer

  Date: 10/29/2024

  The businesses response is a complete lie, and to be clear - no one from the business has contacted about this complaint to date. How can they debate the quotes I was given on tires by other shops without being present for the conversation or even speaking to me (as any manager should)? The quotes WERE in fact for $1100 including install, alignment, and taxes - that is a deliberate and unethical lie by Tire World. 

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22463588
  
  I am rejecting this response because:  The business' response is a complete lie, and to be clear - no one from the business has contacted about this complaint to date. How can they debate the quotes I was given on tires by other shops without being present for the conversation or even speaking to me (as any manager should)? The quotes WERE in fact for $1100 including install, alignment, and taxes - that is a deliberate and unethical lie by Tire World. 
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 10/29/2024

  The lower price from the first service that Mr. ********** was charged, $1,048.14, was only $15 over the cost per tire. He was charged for installing only one tire. He was charged for the disposal of only one tire - all because of the software glitches that occured when we transferred to our new owner's point of sale / inventory management software. These issues were resolved by the time he brought / ordered tires for his 2nd vehicle.

  Mr. ********** has yet to disclose any of the quotes in writing that he says he received (his claim that he can get the same 4 tires with alignment, install, & disposal fees + tax to equal $1,100.00) & additionally Mr. ********** has not said which companies he got the quotes from. How does Tire World know whether he is telling the truth? We feel confident that our pricing is competitive and that our first response is the absolute truth. If BBB would prefer, Tire World will be happy to call competitors in *********, MD to get quotes in writing that include installation, alignment, and disposal fees for all 4 tires + tax so that the BBB can see that we were not overcharging him the 2nd time.

  Business Response

  Date: 10/30/2024

  The lower price from the first service that Mr. ********** was charged, $1,048.14, was only $15 over the cost per tire. He was charged for installing only one tire. He was charged for the disposal of only one tire - all because of the software glitches that occured when we transferred to our new owner's point of sale / inventory management software. These issues were resolved by the time he brought / ordered tires for his 2nd vehicle.

  Mr. ********** has yet to disclose any of the quotes in writing that he says he received (his claim that he can get the same 4 tires with alignment, install, & disposal fees + tax to equal $1,100.00) & additionally Mr. ********** has not said which companies he got the quotes from. How does Tire World know whether he is telling the truth? We feel confident that our pricing is competitive and that our first response is the absolute truth. If BBB would prefer, Tire World will be happy to call competitors in *********, MD to get quotes in writing that include installation, alignment, and disposal fees for all 4 tires + tax so that the BBB can see that we were not overcharging him the 2nd time.

• Initial Complaint

  Date:04/25/2023

  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 brought my vehicle in to get wheels out on my vehicle, alignment and tire balancing. They said it needed new tie rods, it didn't. Brought it in twice for a balancing but still had to pay tacoma to do the job and the did an alignment without replacing the tie rods. I was charged for the alignment that wasn't done, a diagnostic that I agreed to but I would really like to know why I'm paying for an alignment to. I paid for work that was not done. The way they left my vehicle actually damaged it. To top it off, they wanted me to bring it back in so they can look at it. I brought it in there 3 times already!

  Business Response

  Date: 05/03/2023

  This vehicle was brought into the shop and needed the alignment as well as the tires to be balanced. The alignment was out of spec on the front end IE the Toe. To adjust the toe you must adjust the tie rods. This vehicle's tie rod on the driver side was SEIZED meaning it would not move freely. The procedure to do a alignment is as follows. The vehicle goes on the lift. Alignment heads are attached to the wheels. Specs are obtained and the alignment of parts is started. Alignments start with the passenger side TOE adjustment and then move to the driver side TOE adjustment. 
  
  This is where this customer is having a problem. Once we got to the driver side we are now 3/4s of the way into a full alignment being completed. The tie rod did being seized now has to be addressed. Heat would be added to the tie rod to try and get it to come loose. Heat did not get it to come loose enough to be able to be adjusted. The customer was then informed that the inner and outter tie rods would need replaced so it could be adjusted properly. The customer informed us that the vehicle was under warranty and did not want to proceed with the repairs. So at this point we are now 3/4s of the way done with the alignment and have been asked not to proceed. A Alignment would then be charged to the customer as it was done to the most it could be completed. 
  
  Now on the the balancing. Tires being balanced and then driven on with a alignment that is not completed are going to wear at a uneaven rate which would cause the tires to become out of balance again. So the alignment the customer asked us to stop from finishing because he had a warranty would have caused the tires to wear uneaven and cause his tires to not be balanced in a short amount of time. 
  
  Tire World did everything we could with the permissions we had from the customer to complete the job. 
  
  *** *******
  Store Manager 
  Tire World Riverside

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 19977006
  
  I am rejecting this response because:

  Can this dispute be reopened? I was in the hospital and didn't get a chance to respond. What the company is saying is not correct. I drove from their company to ****** where they verified that the tie rods were not seized and the balancing was not complete. I put just a  couple miles on the vehicle, I drove from tire world to ******. This can be proven by the dates and times on the invoice, tireworld subtracted over a thousand miles on the invoice before I left so it looked like I put several miles on. From the day I originally brought it in until I was able to get it fixed was approximately 2 weeks but there is no way i could have put that many miles on do to the fact that i had surgery on the 10th and couldn't drive, also can be proven. The vehicle did not have damage and the steering wheel was not shaking before I brought it to Tire World. Now I did give them a second chance to balance the tires and they still did not do the job. I've searched the internet and called two additional tire dealerships and the statement about the alignment being off will throw the balancing off is a complete lie. They are two different systems and don't effect each other. ********* actually said they are trying to rip me off.

   I don't really care about a refund at this point. If you're wrong, you should do everything in your power to make it right and ensure it doesn't happen again. I would be happy with an apology and maybe a free tire balancing, even though I will never bring my vehicle there again. At least they tried. They don't want to except responsibly that they messed up, I want to make sure people know what kind of business this is. 

  ***

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

  Business Response

  Date: 05/15/2023

  I find it very very interesting and totally incorrect that some one would say that a alignment being out IE you have one tire pointing straight and the other pointing either in or out would not effect balance. That is a very incorrect statement. With the alignment not being in spec it will tear rubber off the tire. At what rate this would happen is all going to depend on how far our the alignment was. This loss of tread in a NON evan ****** will 100% throw a balance out on a tire. 

  Now millage wise our system is closed out every day and millage / invoices are not able to be altered after the DAY OF that it was made on. So again this is completely false information. 

  We report to carfax every day on every invoice and have a 4.9 out of 5 star rating. This would not be possible if we were not conducting business as a credible company. 

  I will not be offering anything at this time. I do believe my first response was complete enough to show that we as a company did everything we could with what we were approved to do by the customer. 

  Business Response

  Date: 05/15/2023

  I find it very very interesting and totally incorrect that some one would say that a alignment being out IE you have one tire pointing straight and the other pointing either in or out would not effect balance. That is a very incorrect statement. With the alignment not being in spec it will tear rubber off the tire. At what rate this would happen is all going to depend on how far our the alignment was. This loss of tread in a NON evan ****** will 100% throw a balance out on a tire. 

  Now millage wise our system is closed out every day and millage / invoices are not able to be altered after the DAY OF that it was made on. So again this is completely false information. 

  We report to carfax every day on every invoice and have a 4.9 out of 5 star rating. This would not be possible if we were not conducting business as a credible company. 

  I will not be offering anything at this time. I do believe my first response was complete enough to show that we as a company did everything we could with what we were approved to do by the customer. 

  Business Response

  Date: 05/15/2023

  I find it very very interesting and totally incorrect that some one would say that a alignment being out IE you have one tire pointing straight and the other pointing either in or out would not effect balance. That is a very incorrect statement. With the alignment not being in spec it will tear rubber off the tire. At what rate this would happen is all going to depend on how far our the alignment was. This loss of tread in a NON evan ****** will 100% throw a balance out on a tire. 

  Now millage wise our system is closed out every day and millage / invoices are not able to be altered after the DAY OF that it was made on. So again this is completely false information. 

  We report to carfax every day on every invoice and have a 4.9 out of 5 star rating. This would not be possible if we were not conducting business as a credible company. 

  I will not be offering anything at this time. I do believe my first response was complete enough to show that we as a company did everything we could with what we were approved to do by the customer. 

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 19977006
  
  I am rejecting this response because:

  Tire World is absolutely correct on the fact that the alignment being out would affect the tires. If the tires are not pointing perfectly straight, the friction from the road and tire will defiantly tear up the tires. They did a very good job describing how someone would adjust an alignment. From what I understand, if your alignment is off it will reduce your fuel efficiency, make the wheels work against each other, place strain on suspension components, and impede braking ability. 

  
  I feel a little tone in their response based on how its typed and the fact that they called me a liar. First, I would like to ask if they looked at the pictures or reviewed the invoices? I highlighted a few things in the invoices that I will be addressing to make it easier. Second, if an alignment is off the tie rods shouldn't knock the weights off the rims and damage the interior of the rim and tire? If the tie rods were seized, why didnt I have this problem before I brought it into your shop. If anything was adjusted, so that it was rubbing on the tire and rim, why wasnt I notified about this? Third, I dont have proof of this, but I did bring it back to Tire World to fix the tire balancing issue which they stated was complete. When they looked at the tires, they were confused on why no weights were on the tires. As soon as I left, the steering wheel was bouncing all over again. My mistake, I didn't get paperwork. Four, the mileage on July 9th, 2022 at 3:06 PM was ******* according to the invoice received from Tire World. The mileage on July 9th, 2022 at 4:19 PM was ****** according to the invoice received from DARCARS. One hour and thirteen minutes later. I don't think I said anything about the milage being altered the day after. I was called a liar, I don't feel like they looked at the facts, review the attachments or investigate what they are talking about. On the emails I sent to the manager ***, I stated that I would sign a release or whatever he needed to receive documents from *******. *** stated that he wanted me to bring my vehicle back in or to bring it to a different business that he trusts. So, I already brought my vehicle into his shop twice, paperwork looks a little fishy and they damaged my vehicle. By not notifying me of the condition my vehicle was in they may have put myself and my family at risk do to whatever was rubbing on the interior of my rim and tire so badly. They have a 4.9 CARFAX rating, ******* has a 5-star rating so why cant they be trusted? I've already taken a lot of time off of work to get my vehicle fixed. Those ratings dont really mean much anyway. If it seems inappropriate, CARFAX can delete the post. The tone of their last response can be considered inappropriate and deleted. The CARFAX reviews reflect nothing less than a four-star rating for Tire Word on Riverside. On ******, this location has a 4.7-star rating but if you scroll through the reviews, you will see multiple bad reviews. I didnt do much research into ****** but I do know there is a way to dispute those reviews also. Based on the research I conducted, an uncredible business can achieve a good rating and look creditable.

  
  I would recommend that the manager integrate a quality assurance and quality control program to ensure work is being done correctly and safely. It wouldnt take much for the manager to do a quick review of each vehicle that comes through the shop. In the last response, it was stated that they would not be offering anything at this time, I really didnt expect them to, but it's really unsettling that my vehicle was damaged to the point where it could have caused a severe accident and reading through the reviews, Im not the only one.

  With the right leadership, Tire World has a lot of potential but good customer service does not stop at the front desk.
  
  Sincerely,
  
  ****** ********