Complaints
This profile includes complaints for Dunn Tire's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 30 total complaints in the last 3 years.
- 18 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/06/2024
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 ordered and paid for a set of tires on 10-10-24 and was told 10-15 days for them to arrive. Tires didn't arrive and called to cancel on 11/4/24. now business will not provide a confirmation that they were canceled and will not answer the phone when I call to confirm that they are canceled and the charge will be reversed
Business Response
Date: 11/07/2024
The tires had to be ordered directly from ********, and when they were ordered we were quoted 10-14 business days to get them in. They still have not been delivered and we have been unable to attain tracking information. It generally is very hard to get tracking information from the tire makers on direct orders like these. The store stated that they have been in contact with the customer about it. We are unable to cancel the tire order, but the customer would not be obligated to the tires in any way once they arrive. The store manager states the a refund was processed through our point of sale system yesterday, so that should be back on his card in accordance with the card's standards for refunds.Initial Complaint
Date:11/04/2024
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.
This is the fourth time we have had our 2012 ****** in for service at Dunn Tire, Walden Ave. Lancaster, NY.
Aug. 9, 2022 for vehicle inspection.
July 27, 2023 for oil change
Aug. 10, 2023 for vehicle inspection
Aug. 14, 2024 for set of four tires
Following the 2022 inspection. On driving away, the Service Engine – Tracking -- and 4 Wheel Drive -- dash board warning lights all came on. Returning to Dunn Tire we were told there would be a $130.00 charge to diagnose the problem.
A free check at **** **** showed a Mass Air Flow Sensor problem. A $150.00 part.
On checking under the hood, I found a disconnected vacuum hose. Reconnecting the hose and resetting the computer corrected the problem.
After each subsequent visit to Dunn Tire, the same set of warning lights illuminated. The same hose was found disconnected. It is preposterous to assume that reconnecting this hose was overlooked by the mechanic, each time. Also, why would it be disconnected for an oil change and certainly not to replace tires. It appears that a fraudulent act has occurred here,
four times.
This appears to be a systemic problem that needs to be stopped.Business Response
Date: 11/06/2024
Hello, I reached out to the customer today and left a message to call me back.Initial Complaint
Date:10/19/2024
Type: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.
I have now made two trips to Dunn Tire on McKinley Parkway in Blasdell NY and still have no tires. An appointment was made online and tires ordered at that point. I showed up at the appointment time and the store employees did not have it recorded. It was in the new scheduling system that they were not incorporating. They had no time to take me. They made a special appointment for 7:30 the next morning. I woke up to be there to find out that the tires were not on location. I have never seen such incompetence. Tried to sell me inferior tires. I took my vehicle and left. I will never recommend this company to anyone and will give it a suitable review on social media. Attached texts from main scheduling. Appointment was set up. Tires were ordered. Neither happened.Business Response
Date: 10/23/2024
The store manager called the customer later that day and spoke with the customer. The tires that the customer would like have been ordered and once they arrive at the store the store manager will call her and they will be installed at no cost to the customer.Customer Answer
Date: 10/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The store manager, Ben, handled this in a very professional and polite manner. Complete satisfaction.
Regards, ******** *********Initial Complaint
Date:10/18/2024
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 purchased 4 new tires for my ****** ***** ****. I was quoted a price for tires, installment, wheel balance and alignment, the standard service. I accepted their quote and asked them to proceed with the service. When I came to pick the car I was informed that the wheel alignment could not be done because they don’t have the ****** software for my vehicle. I was charged the full amount of the quoted price and I paid. I then had to take my car to the dealership where the alignment was performed for a fee of $206.57. Since the standard of practice is to perform an alignment of the wheels when a new set is bought, since the price I was quoted and accepted implied the completion of the alignment, it therefore is the duty of Dunn Tire to reimburse me the amount paid for the alignment at the dealer.Business Response
Date: 10/23/2024
I spoke with the customer today and explained that the alignment is not part of the standard installation package for tires, that it is a separate service, and that there are vehicles that we are not able to check or set the alignment on. Customer explained that this wasn't explained to him, and felt that if we weren't able to do the alignment that should have been gone over with him prior to the tires being installed so he could decide if he still wanted to get the tires with us or have them done somewhere else that could do everything. Ultimately we did agree to reimburse the customer for the cost of the alignment at the dealer for the miscommunication and a check will be mailed to him at his home address.Initial Complaint
Date:08/22/2024
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.
Terrible customer service. Struggled with getting someone to email me back trying to set an appointment. Finally got appointment set and took off work. Went to the location for my 2:00 appointment just to be told the machine was down and someone should have called me to cancel. Wasted day, lost out on money. Tried to call the complaint line (###-###-####), but no matter which option you choose the mailboxes are full and leads to nowhere. Dunn definitely isn’t what it used to be. Terrible customer support/serviceBusiness Response
Date: 09/13/2024
Hello,
I called the customer on 9-13-24 and left a voice mail. I have not heard back from the customer yet.
Initial Complaint
Date:08/16/2024
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 purchased road hazard a went back to get tire fixed, I had a nail in it. They told me I had to change ALL my tires before they can give me the 1 tire that I needed. He said I have all wheel drive and it is law that I have to change all 4 at once. I would like someone to contact me to see how true that is. Thank you!!Business Response
Date: 09/05/2024
The circumstances resulting in the need to replace all four tires other should have been explained more clearly and in greater detail to empower the customer to make the best decision. Since we did a poor job of communicating through this situation, we have agreed to refund the customer what was charged for the additional tires. Harry S****** from our customer service team will handle the details with the customer.Initial Complaint
Date:07/19/2024
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.
So for one I took my car to them to replace the tires.... for 1 they felt like the lug nuts studs where going to break why didn't they stop and inform me that they would of broken them and 2 why change 8 lug nuts and not 8 lug studs if they where on their that bad and 2... 3 of the lug nuts where just replaced so the honesty of charging me for the ones that have ben done is wrong and.. 3 the tires never lost air and I was not informed I needed a value and my tps sensor is on so why am I paying 50 dollars for something I didn't want and I wasn't asked to have my tires I would like my tires to double check cause 1 tire was pretty much newer with lots of tread and even on the paper work it shows 1 tire wasn't from the same lot know I am wondering if they did charge me for 4 but only changed 3 they did tell me I needed a new wheel bearing on the driver side and just a week I had the whole front end done tie rods breaks upper and lower control arms and new ball joints along with the struts I am a woman so they felt like I my husband wouldn't know but when he looked over the receipt he is in Texas till this coming week and if the bbb can't help he will bring all receipt to a judge of what all was done poir to it going to dunn tires and he'll take pictures of everything that has been done he normally gose to Firestone so he will allow them to look over the vehicle to make sure these where done so we are would like something to be done thank youBusiness Response
Date: 07/22/2024
Hello, I left a voicemail today at 10:17am asking the customer to contact me back in regards to the issue.Initial Complaint
Date:03/01/2024
Type: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.
2/23/2024 I brought my car in for an Inspection and Coolant flush, they told me my car failed inspection because the Front Lower Control Arms Bushings are loose impeding with braking causing pulsation this would fail NYSIE. They told me the repair was Required to pass and tried charging me 975.38+Taxes
On 2/27/24 I brought my car to a Dealership because that part would be covered by my Service Contract, however they told me the parts listed were fine and did not need replacing, my car subsequently passed inspection just fine.
This is beyond belief, I used to trust Dunn. This cost me a day of work, it was embarrassing.Business Response
Date: 03/29/2024
Our Regional Service Manager, Bob Z********* personally met with Mr. ***** to review the vehicle and estimates together. Bob brought Mr. ***** into the shop and showed him that the parts are in fact bad. Mr. ***** noted that he had felt banging for a while now but was unsure of the parts that were causing the issue. After this meeting Mr. ***** scheduled an appointment to have the repairs performed on Tuesday 4/2/24. At this time we feel that our original diagnostics and quote for repairs were accurate and warranted. Mr. ***** will have further discussions with the dealership that led him to believe there were no issues.Customer Answer
Date: 04/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
**** *****Initial Complaint
Date:10/06/2023
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.
Went to Dunn tire for car inspection, was told car needed front brakes rotors rusted and needed windshield wipers which I was aware of this was in a Saturday afternoon in which they close early so made appointment for following Thursday meanwhile something hit passenger mirror so I ended up going to a body shop so mirror could be taken off because car wouldn’t pass inspection with broken mirror in which Dunn tire couldn’t take off they directed me a body shop could do when at body shop I asked if they could do brakes and wipers which they were able to do so had car inspection done there and was told my brakes were fine and car passed inspection why would Dunn tire lead me in believing I needed brakes when I did not because many I’m a older woman without any knowledge of cars? This needs to be looked into for falsely trying to do a repair on my car which was not neededBusiness Response
Date: 10/31/2023
I spoke to ******* on the phone and she is in Albany at the moment, and not returning until Sunday. I invited her to the Auburn location so we could re-inspect her brakes and either show her what we are seeing or use it as a coaching and/or disciplinary moment for our team. She said she would stop in next week to do this. If we were remiss, we will refund the Inspection charge and offer her next oil change on us.
Initial Complaint
Date:08/24/2023
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.
Dunn tire have uncapable staff.
They didn't know how to open BMW tyre and didn't know about the rim lock.
They used my tool without my permission and used gun machine and in the result they broke the rim lock and my tool.
And simply called and said take your car at the BMW dealership to fix. I paid again towing charges of $120 and ordered new rim lock and bought new tool and cost me about $400
They are totally unprofessional and rude people and don't know the customer services
They have a lady at Pittsford store and she is extremely unprofessional and rude lady.Business Response
Date: 08/28/2023
Hello-
The customer came in to have one tire replaced. The tire was blown out and the vehicle was undriveable when it came to our shop. We tried to replace the tire but we couldn't get the locking lug nut off of the vehicle. Whoever worked on the vehicle last put the lug bolt on too tight which caused the lock to strip out. We work on 100's of cars daily and the only time we run into this situation is when the lug nuts are overtightened. This is the first time we ever worked on the vehicle. We had to use the customer's part, because it is vehicle specific and its the only way to get the tire off. We told the customer we couldn't perform the work because the wheel lock stripped, and we would recommend having the vehicle towed because the tire is undrivable and won't hold air. We tried to help out the customer the best we could, but could not because the vehicle was not worked on properly beforehand. We would be willing to replace the wheel lock key for the customer, because it wasn't broken until we used it. Just keep in mind, the only reason it broke in the first place was because it was overtightened by another repair facility. Can we please see a copy of the receipt for the wheel lock?
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