Complaints
This profile includes complaints for City Tire and Auto, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:12/12/2024
Type: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 scheduled an appointment to have my brakes and rotors changed at City tire and Auto. I waited about an hour and a half and then was told it also needed a brake line and they couldn't finish the job today. But then they wanted to charge me for their wasted time. They use the excuse that the mechanic spent some time looking for what could be causing the death wobble on my car. I had casually mentioned it to him, because I wondered if the tire balancing was correct when I had them replace my tires a couple months earlier. I told him I had been to a couple of different mechanics and had quite a bit of work done to resolve the death wobble, to no avail. He said he had the same problem with one of his vehicles Since they didn't complete the brake job, they charged me over $94 for a supposed diagnosis that I didn't ask for. Just because I was talking with mechanic and he showed me, since the tires were already off, what it could possibly be.I paid that with the understanding that I receive, in writing, the various things he thought it could be, along with the prices. The clerk, *******, told me she would email it. When I didn't receive it, I called her again requesting it. Never received it. When I had another chance to follow up, and ask how come I hadn't received the email that specified the results of the diagnosis along with the cost, she told me that mechanic is no longer there and that he just never got around to it. I said I should get a refund since I didn't receive anything for the $94 diagnostic I didn't ask for. She just hung up on **** called back later and talked to *******, the manager. She ultimately said the $94 charge was for the time the mechanic looked at what could be causing the death wobble. She said she could give me a copy of other things I told the mechanic I thought it could be. I was planning on having that work done. It had nothing to do with the diagnosis and was unacceptable.
Business Response
Date: 01/03/2025
The customer came in for a diagnostic for a repair. Once the diagnostic was complete, she opted not to proceed with the repair which results in a fee for the diagnostic. Those services are not free. Thank you, *******Customer Answer
Date: 01/04/2025
I am rejecting this response because: I never came in for a diagnosis. An appointment was scheduled to have my brakes replaced. That was it. They could verify. If they chose to tell the truth.They know very well why I came in. It was during that appointment that they decided to charge me the diagnosis fee even though I did not request a diagnosis. They have no evidence to show Otherwise. they charged me because they were unable to complete the brake job and didn't want to lose those hours. Neither did I like wasting an hour and a half of my time to get my brakes done. But I didn't charge them.
They could have completed the brake job because they had 3 hours. Which would been enough to replace the brake pads and the brake fluid line. They were just not very efficient. So they wanted me to pay for that.
I probably need to send this complaint to the *************************. City tire and Auto seems to want to take advantage of their customers.
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