Complaints

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

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  Purcell Tire & Rubber Co

  301 N Hall St Potosi, MO 63664-1403

  
• 

  Purcell Tire & Rubber Co

  300 N Main St De Soto, MO 63020-1536

  
• 

  Purcell Tire & Rubber Co

  422 Elm St Washington, MO 63090-2310

  
• 

  Purcell Tire & Rubber Co

  990 Virginia Ave Osage Beach, MO 65065-3453

  
• 

  Purcell Tire & Rubber Co.

  3460 Wayne Sullivan Dr Paducah, KY 42003

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:01/08/2025

  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.

  Took my truck into Purcell Tire in ***********, ******** for a code on the dash. Mechanic read the code and said he believed it to be something he could take care of. So we set an appointment to have the mechanic work on my truck in Dec 2024. I took truck in on my appointment date and mechanic tore into the truck to look for the problem. The mechanic took it apart and called to tell me a few hours later that it was not what he thought it was. That timing chain(s) needed replaced and his manager refused to let him work on it saying "will take too much time and man power to do the work" so mechanic said he was putting it back together and would call when I could come get it. But told me it would be okay to drive home to find a shop to do the work. A few hours later I was informed truck was back together and I could come get it. Showed up to get truck and drove 5 miles away and truck was leaking fluid and smoking like crazy. I called Purcell and took truck back for them to look at. Pulled into shop and mechanic began trying to find source of leak. While I stood there next to engine bay of my truck, mechanic tightened at least 2 valve cover bolts and made the comment " they were not as tight as I would have liked them to be. Go ahead and leave with me and i will let cool back down and search for source of the leak further. I did remove valve cover and the gaskets bit did not replace gasket when i put back together because gasket looked brand new." So I left truck with them yet again. Next day I was called to come for the truck yet again. Manager informed me that mechanic let truck run I shop for 3p minutes and drove to get to leak and smoke again. But couldn't find a leak. Was still smoking alittle but believed it was just residual burning off but it was okay to drive. So I drove away and drive another 5 miles to my sons home. Truck was smoking some still when I stopped. Waited a few hours and drove to my home 10 miles away. Truck needs new motor Purcell refuses fix

  

  Business Response

  Date: 01/13/2025

  Yes, the customer dropped their vehicle off in December for a diagnostic. It was found that the truck needed a timing chain and we do not do that type of repair here so the customer was notified that it would need to go to another shop. When it was picked up they asked if it was ok to drive and the counter person told her we did not know how long it would last, could be 5 miles or could be 500, there is no way of knowing. When the truck was brought back for smoking the tech cleaned the engine area where he had removed the valve cover gasket, let the vehicle run, and test drove it and found no oil leaks. The customer called when they got home and said it was smoking and leaking oil. Their son called the tech that worked on the vehicle and said he looked and the valve cover was dry and he thought it may have been coming from the turbo. When the customer called back demanding we fix it I turned the issue over to my manager. He told the customer to take the truck to another shop and let them determine what the issue is. That shop called back stating the timing chain was causing the problem. 

  Customer Answer

  Date: 01/13/2025

  Complaint: 22784451
  
  I have reviewed the business' response and am rejecting it because:
  
  It did not come into Purcell for diagnosis. It came in After the mechanic had already read the code on the dash and told me he "believed it to be the actuators and could possibly be the timing chain.  But believe it to be the actuators and that was something he could take care of." I did not know he was going to be removing the valve cover as I had just had this done by another shop a 3 or so months prior. Him removing the valve cover voided my warranty on my valve cover work with the other shop.

  The person at the counter did NOT tell me anything about how long it would be or possibly be for the timing chains to go out. I asked the mechanic on the phone when he called to tell me "the timing chain has alittle play in it but I believe it will be okay to drive home but I do not recommend taking on long trips or driving to ********" when I asked him Over The Phone.

  I picked up the truck the 1st time the day it was put back together from discovering the timing chain and drive Less than 6 miles before returning back to the shop after calling Purcell and telling **** it was smoking like crazy. I brought it back for the mechanic to look over and he tightened 2 bolts on the valve cover right in front if ne standing in the shop bay and said ,"those 2 weren't as tight as I would have liked them to be". The mechanic then replied with "I can let it cool down and look it over really good tonight" after I asked if they needed to keep the truck over night and that I could leave it if need be because I had a ride home. The mechanic then told me that be "did NOT replace the valve cover gasket as it looked brand new when be put the valve cover back together. And if need be he would take the valve cover back apart and see if maybe the gasket got pinched and would replace it and call me tomorrow."

  The next day my son was called and told the truck was ready as "the didn't have my number in the system" though they had just called me the day before telling me the truck was ready for pick up the 1st time before it wa smoking.

  Upon arrival to pick up my truck the following day (day after I arrived to pick up the 1st time and had to bring it straight back due to the leak... at which it did NOT come in there with to begin with) ***** was the one who gave me my keys and the paperwork stating "couldn't find a leak" and said it was good to go. Those were the words from ******* mouth that it was "good to go, and the smoking was barely noticeable so believe it to be residual".

  I drove it home from ****** to my home in ****** (less than 19 miles away). Called Purcell as soon as I arrived home and told **** that "there had to be a leak some place as the under side of my truck had oil dripping from it, the wheel well had splatter in it and there is hardly anything registering on the dip stick". **** informed me that "******** and ***** are already gone for the day and they would have to call me back tomorrow to see what needed to happen." I told him that would be fine but yes there is a problem here.

  ***** nor ******** called me back the next day, my husband had to call Purcell and ask for *****.

  I was unaware my son called ******** to talk ******** truck that night. If he Did call him, he called him on ********** personal phone and after hours because my son didn't get home from work until almost 6pm that night.

  My problem with this whole situation is that Purcell is NOT taking any responsibility for

  1. Causing a leak to a truck that came to them NOT leaking to begin with

  2. NOT taking responsibility for telling me it was "okay to drive home to find another shop to work on the timing chain"

  3. Now making false statements of how this all actually went down to cover their butts to NOT be responsible.

  4. Never once did I say "they needed to fix it" I asked for them to take responsibility for this entire mess as if I had been told the truth "not to drive" or " we don't recommend driving" I NEVER would have drive the truck. I would have had it towed. But I was NOT made aware of the severity of the situation.

  5. I had to bring it back in less than an hour from picking it up the 1st time due to a leak and smoking really bad. Less than 6 miles from Purcell.

  I never asked them to pay for the whole thing. As a matter of fact, that never got to be discussed. Ot was constantly Purcell people NOT taking any responsibility what so over for any of this.

  Also, the other shop told us as soon as they looked at it "it needs a new motor, the timing chains are shot and now the motor is bad". I was also informed by the other shop, "Purcell should have NEVER broken into thr valve covers or anything else as their mechanics are NOT certified **** mechanics and can't work on these motors at all." Never once did the other shop ever tell us that it was "just timing chains".

  We are having to put an **************** in this truck because of this. Which is now costing me $15,200. This is NOT just cost of "timing chains" now. Also, a brand new turbo line was leaking and it did NOT have a leak BEFORE coming to Purcell in the 1at place. Something was done at Purcell to cause the turbo line to be leaking as it was BRAND NEW.

  Yes, I was informed by the mechanic that "***** told him he couldn't replace the timing chains because it took too much time and man power to change". There was NO mentioning that "Purcell doesn't do that kind of work".

  So, I am literally being told 1 thing by the mechanic and another from the managers of Purcell and now they are lying about what the other shop is saying is the problem with my truck. It doesn't just need timing chains now... it Needs a  **********

  This went from a few thousand dollar fix to over $15,000.
  And Purcell is Refusing to take ANY responsibility what so ever in this problem.

   

  Again, If I had been told "we don't recommend" or "don't advice driving it until the timing chains are replaced" I NEVER would have driven the truck away in the 1st place. I Would have had it towed to another shop to have the timing chains replaced rather than Risking blowing up the motor.

  Purcell Needs to take accountability for this and admit they made a mistake and find some resolution to this matter of a reasonable nature. The mechanic and the shop were NOT forth coming with me of the whole situation and they Caused leaks on this vehicle that it did NOT have ******** coming there to begin with.

  Something was done, by mistake or otherwise to my vehicle at Purcell that caused this situation to become worse. And I should have Never been told it was okay to drive home by the mechanic or the manager. I should have been told the truth!

  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/23/2024

  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 brought my vehicle to Purcells to have rear brakes and rotors installed (BRAND NEW) I paid for them.. I have been having issues with a squeak noise. Took it to **** they looked at it and said Purcells placed brakes to where they weared down wrong. They said they replaced and it should fix the squeak. It didnt. I have brought it back multiple times they say nothing is wrong and squeaking constantly is normal I took it back to **** and they said yesterday 4/22/24 that the rear rotors are rusted and need to be replaced. I call Purcell and schedule 9am appointment for 4/23/24- I arrive they put it on loft she comes to me and says she doesnt see rust on rotors but she will have them turn them. I tell them no I want them fully replaced because it should not be rusted already especially if brakes were applied correctly the first time I should have no issues. She walked away from me and went to the back and wouldnt continue talking to me about the issue.

  

  Business Response

  Date: 04/24/2024

  Customer is correct when I said I did not see any rust on the rotor, because there was no rust. At the time she informed me that she wanted them replaced under warranty I did not walk away because I did not want to discuss the issue further, I went to the garage to inform the tech to order new parts to replace them under warranty. Rear pads and rotors were replaced on 4/23/24. 

  Customer Answer

  Date: 04/29/2024

  Complaint: 21613271
  I am rejecting this response because:
  my car is still squeaking. They said it will "only be a couple days until no more squeaking" it has to get use to new things blah blah..... been longer than a couple days. Also the poooorrrrr condition my car was given back to me in. I think it's cause they're done seeing me and dealing with issues.
  

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

  
  

  

  Business Response

  Date: 05/06/2024

  I'm very sorry to hear that there is still an issue, as this is the first I have heard they are still squeaking. All parts are still covered under warranty by the manufacturer at this time and can be replaced after the initial break in period, which is usually 500 miles. ********* moisture can also cause this issue.  

  Customer Answer

  Date: 05/29/2024

  Here is proof of the rust they say that isnt there! 

  Customer Answer

  Date: 05/29/2024

  Here is proof of the rust they say that isnt there! 

  

  Business Response

  Date: 06/12/2024

  I see an attachment for invoices. One is the original and the other when I warrantied the parts at her request. 

  Customer Answer

  Date: 06/13/2024

  Complaint: 21613271
  
  I am rejecting this response because:
  
  here is the photos of the rust that they said wasnt there.
  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/17/2024

  I see the attachments now, thank you. And I see the rust you are referring to. Those areas are cosmetic only, the brake pad does not touch that area and is not causing any issues. The shiny grey area is the surface that the brake pad touches. Brake parts are primarily made of steel and cast iron and will rust when they come into contact with water. 

• Initial Complaint

  Date:12/29/2023

  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 paid for a new tire pressure censor on front driver side tire and tire rotation (air pressure check) for $118. Paid, with receipt in my hand, I walked out to my truck and noticed tires were NEVER rotated. Censor tire was still in the same spot and not a single print on the other wheels. Air pressure is still low in all tires - never checked. Technician checked off on tire rotation he never did (He said he forgot! Apparently, he forgot a second time that he didn’t rotate my tires as he completed his check list)! The older man at the service counter said, “ Sorry, there’s nothing I can do about it.” How are these men powerless to hold other employees accountable or front staff unable/unwilling to make sure technicians’ work is completed and done properly for customers??…. but Purcell Tire will definitely take your money for services never rendered! Absolutely appalling. Purcell Tire does NOT care about their quality of work or honesty with patrons, as evidenced. I walked back in again and handed them my keys to get my tires rotated, watching this time to make sure it was completed. I am disgusted by this behavior from these Purcell employees, especially the older man (#*****) who basically condoned what was done! What kind of company allows dishonest behavior like this and then says they can’t do anything about it?? I was going to buy a set of ******** ********* (Dunlop) they quoted $1600 to me but there is no way I’ll give any of my money to them again!

  

  Business Response

  Date: 01/02/2024

  I was made aware of this complaint the following morning from my assistant Manager **** **** (old man at service counter as described).  **** stated that we did have the rotation on the ticket to be completed, but the backshop employee looked over it on the ticket.  He did replace the TPMS sensor as requested, but did fail to do the rotate.  When this was made aware by ****, we immediately pulled her F150 back into the shop and complete all the work she had paid for ($118.49).  The total time to complete everything was around 47 minutes (as you can see by the attached invoice)  **** did used very inappropriate language that was not needed to speak to my staff.  **** has over 40 years of experience in the tire industry, and he quickly acted when the problem was noticed.  Purcell Tire strives to provide the best in customer service, and we are not in the business to take advantage of anyone.  We have been in business for over 88 years, and we want to take care of every customer just like it was our family.  However, we do have humans working for us, and as with myself, I do make mistakes from time to time, but I feel **** handled the situation in a timely manner.  If **** was wanting **** to discipline the backshop guy in front of her, well that is something that I handled the following morning.  Purcell Tire, and myself are very sorry for the trouble we cause you during your visit, and hope the service you paid for was satisfactory after it was completed that evening.  

  Customer Answer

  Date: 01/04/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  Your note sounds more like justification than an apology and speculation about what I expected at the time.  Do not presume to speak for me.
  First of all, it is a great disappointment that “****” has 40 yrs experience and the very FIRST thing he said to me was, “There’s nothing I can do.”  That was ALL **** did.  
  I am the one who walked back in and said that I want my tires rotated (which I had already paid for) and then I handed my keys to the shop mechanic.  
  **** had nothing to do with it and he did nothing.  So, sounds like you may have an honesty issue all the way around in your Paducah shop.
  I am a former law enforcement officer and I intended to call local authorities if your employees did not take care of the matter.  It’s not ok for people to leave without paying for services and it’s not ok for businesses to charge patrons for services never rendered.  The law applies both ways.  
  I am rejecting your response because you praise **** as though he had utilized his 40 years of experience and was assertive in resolving the matter when the opposite actually occurred.  ****’s lackadaisical response reiterated the fact that he didn’t care and seemed to condone the dishonest behavior of the staff there.  
  How your company policy dictates discipline and how you choose to implement it is a responsibility that falls upon you.  But know that if you choose to keep dishonest and complacent employees, as you have, patrons will choose to go elsewhere and a reprimand may not be a luxury option to you.

  
  
  
  
  
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 01/05/2024

  ****, 

  I apologize for the actions of our staff, and any undo stress we have caused you.  I can assure you I have disciplined, and reinforced our process with our staff to prevent such things from happening in the future.

  Sincerely,

  ****** ****

  Regional Director

  Customer Answer

  Date: 01/07/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sir,

  I was driving today to take my dog out for a run.  It has been a little over one week and my tire pressure sensor fault alert just came back on today, 1-7-24 (I can email the fault photo to you… it will not attach to this doc).  
  I am going to have my truck checked again, to see if your mechanic even replaced the sensor I was charged and paid $87.39 for.  
  Part of the service I paid for was to have my tires checked.  This was why I went to Purcell’s.  I specifically asked **** to make sure the mechanic checked the tires and air pressure of each tire.  This was not done either, as the air pressure was still the same as when I had arrived at Purcell’s on 12-28-23.
  If your employees only cleared out the fault and did no sensor replacement, you will be hearing from local authorities.  
  A brand new sensor should not be faulting out in such a short time.  I want a refund for the sensor I paid for and I will have it replaced again, elsewhere.

  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:08/11/2023

  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 20 July 23, Paid Purcell Tire $595.47 for a brake job which they totally destroyed. Had to have car towed to another repair shop where I was informed that the work that was done damaged the vehicle even more. Currently waiting on new parts to repair and replace so proper work can be done.

  Purcell Tire
  **********************************************************************************
  **********

  Customer Answer

  Date: 08/14/2023

  New mechanic correcting the previous damage can be contacted at ************ ************

  Thanks

  *****************************;

  

  Business Response

  Date: 08/17/2023

  Customer had car towed to our shop on July 20 with brake issues. Upon inspection ************** found a split in a rubber brake hose on the driver front, no other issues found at that time.  Replaced hose and brake pads (pads were saturated in brake fluid). Customer paid for and picked up car 7/21. 
  Customer had car towed in a second time on 8/2, with brake issue on passenger front. Upon inspection found split on rubber brake hose and bent and leaking metal brake line.  The metal brake line was only available through Dodge and customer was informed there was approximately a five day lead time. Customer agreed to the wait on the parts arrival.  The part came in 8/7,we informed the customer that we should be able to have car finished and ready by end of day.
  Customer called around 1pm and said that they were having car towed. Removed parts we had started to install and moved car to the parking lot for pickup.  We did not charge customer for any of the labor that had been performed on second visit, or restocking fee for special ordered part.

  Customer Answer

  Date: 08/17/2023

  According to new mechanic,Gear Auto, tele# ************ they damaged it further. 

  Customer Answer

  Date: 08/17/2023

  Purcell Tire damaged the vehicle even further by trying to fix and broke the caliber, which holds the whole brake line 

  *****************************;

  Customer Answer

  Date: 08/18/2023

  Complaint: 20443494
  
  I am rejecting this response because:

  
  they broke the caliper that holds the pads and brakes together.  They never ordered the part so I went to get the car and gave it to another mechanic.  They just let the car sit there after they messed it up.  It was one line messed up on the brake system and they messed up all the brake system.  The other mechanic we have now said they didn't know what they were doing.  When they gave me the car back they never replaced the part broken.  
  
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 11/27/2023

  1/5/2023 PE Text came in overnight from consumer that she received the check from the company.  The mediation case can be closed.

  12/18/2023 PE:  Received vm from consumer.  She is not in receipt of a check. 

  12/6/2023 PE:  Emailed the consumer to let her know that the company agreed to a refund.  Instructed the consumer that if she hasn't received a check in 7 - ******************************
  

  11/28/2023 PE:  ******************************* left vm saying the cc she used for the transaction is no longer valid.

  11/27/2023 PE:  Reached out to consumer via email.  Asked about any resolution and documentation for repairs.  She is asking for a refund of $595.47

  

  Business Response

  Date: 11/27/2023

  12/5/2023 PE:  Received an email from the business that they are willing to provide the consumer a refund.  They will be sending it to her through the USPS.

  12/1/2023 PE:  Phone the business and left a vm message for ****************************  Provided my name, direct dial number, reason for the call and asked for a call back.

  11/27/2023 PE:  Emailed the business (complaint handler) and requested a refund of $595.47.  Asked for him to email response or call with questions.