Complaints

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

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  Dunn Tire

  475 Cayuga Rd Ste 500 Ste 500 Buffalo, NY 14225-1309

  
• 

  Dunn Tire

  1380 W Ridge Rd Rochester, NY 14615-2418

  
• 

  Dunn Tire

  2150 Union Rd West Seneca, NY 14224-1427

  
• 

  Dunn Tire

  685 Fairmount Ave Jamestown, NY 14701-2631

  
• 

  Dunn Tire

  5830 Bridge St East Syracuse, NY 13057-2923

  

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:07/28/2023

  Type:Sales and Advertising 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 7/21/23 I took my 2018 chevy equinox to Dunn tire for an inspection, they took my vehicle in the came back out and said we needed rear rotors and wipers to pass inspection, we literally just replaced the wipers within the last month before inspection also we felt the rotors didn't need replacement so we declined the repairs and took the vehicle to the local chevy dealer for Inspection, there was absolutely nothing wrong with the rotor or wipers passed with flying colors, we believe it was because I'm a woman they were very disrespectful

  

  Business Response

  Date: 08/04/2023

  We invited Jennifer back into the store on Friday 8/4 to meet with the Regional Service Manager and investigate the concerns further. The service manager brought the customer into the shop while he reviewed each of the above mentioned failure points with the customer and explained the items in detail.  The Service Manager showed the customer that the wipers did streak when hit with liquid, although not excessively. Also showed that the rear brakes were severely delaminated and more than half of the inside of the rotor had chunks and patches missing. Rust starting at both inside and out o the rotor, covering a large amount of the friction surface. These conditions do fail NYS inspection guidelines and also justify why these services were recommended to the customer.  Follow up coaching with the staff at the store to ensure proper documentation and explanations are conducted in a way that the customer does not feel disrespected during the process.

  Customer scheduled an appointment on 8/12 to come back in to have the brakes replaced and agreed with our initial findings once the time was taken to walk them through each of the items.

  Customer Answer

  Date: 08/05/2023

  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:07/24/2023

  Type:Product 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 07/20/2023 I took my car in for Pa. Inspection, Tire Rotation, Oil Change. Dunntire assured me it was fine to bring my own Oil+ Oil Filter. I purchased the Tires through Dunntire and Rotation was to be free every 6 months. Well the Mechanic tore up my floor board and put 3 holes in the Frame. As well as knocked the alignment out - and loosened the control arm bolts and bushings. They never re-tightened the adjustment bolts. They put their oil in my car and charged me alot more ($54.99 + $8.99), than I could have gotten it done cheaper almost anywhere else. What's more, they charged me a "special" price for the Tire Rotation+ spin balancing ($27.92). I am a returning customer of 4 years, and feel like this time I was duped and taken advantage of. I want to Report this particular location for fraudulent activity bordering on Criminal Misconduct service of a vehicle. I could have been severely injured or killed in an accident due to their mechanics negligence. I want this particular location investigated, and I demand to be Refunded my money. I have not been able to drive my car since then as it is unsafe. I have an appointment with a different Auto Repair Shop on Wednesday July 26, to have the issues they have caused remedied. I will not ever go back to ANY Dunntire garage again.

  

  Business Response

  Date: 08/11/2023

     Mr ***** was in our facility on 7/20/23 to get a Pennsylvania State inspection, Oil change and Free rotation with an half-price balance of his tires. Upon inspection of his vehicle we found items that we do not perform (body work) that would be necessary for a state inspection. We also found work that we do perform (control arm/alignment) and Mr ***** was given an estimate for these items. We did perform the state inspection as it would have failed and we would have charged him. 

  The work we did perform Oil change , rotation and balance were all listed on the work order, with pricing, that Mr ***** signed prior to us performing the work. We do not allow customers to bring in their own oil (it would void warranties).

  I observed all of this on the video we have of the complete service, including us taking Mr ***** out to his vehicle to show him the items in question. 

  Mr ***** is welcome to visit our facility and view the video. 

  Thank you for your consideration.

  Customer Answer

  Date: 08/16/2023

  What I'm stating is the fact that when Dunn Tire was doing the Front End Alignment, they have Damaged the Control Arm and Bushing. Now the car is unsafe to drive. I have to have the car towed to another Auto Repair shop and get it Repaired Properly. Dunn Tire has caused Damage to My Vehicle. They need to take Responsibility for it and Repair it. There is another location here in Erie I could take it to. But I will not ever go back to that location.

  

  Business Response

  Date: 09/25/2023

  On Friday 9/22, our Regional Manager Thom N***** reached out to Mr. ***** to discuss this situation. During the conversation, Mr. ***** stated that he had taken the vehicle to another service station who confirmed that there was no way that Dunn Tire caused the damage in question. These items were a result of basic wear and tear as well as our weather conditions. We offered to bring the vehicle back into the shop to check for warranty on any parts that we had serviced previously and would redo the service estimate accordingly. Mr. ***** declined at this time but did state that if he came back in the future he would utilize a different location.

  Thom N***** issued a refund for the oil change service and the tire balancing that Mr. ***** was charged for, due to the inconvenience of the situation and in the hopes that this money could be utilized to perform the necessary repairs to the vehicle.  Mr. ***** seemed very appreciative of this gesture and thanks us for the follow up. 
  
  In our opinion this matter has been resolved and Mr. ***** can contact us with any further questions and concerns. 

  Customer Answer

  Date: 09/26/2023

  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. 
  
  
  

  Today I was contacted by a Representative from Dunntire Corporate. And he has reviewed the issue, and will send me a Refund for the last visit to the Shop. I will again apprise you of the completion of this Agreement.
  
  
  ******* *****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:06/27/2023

  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.

  On April 13, 2022, I entrusted my vehicle to Dunn Tire for front brake and rotor repairs, fully relying on your expertise and the assurance of a high-quality service. Unfortunately, the repair did not meet the expected standards, as I soon encountered several issues. The brakes exhibited unusual noises, and vibrations were felt during braking.
  
  In light of these problems, I promptly contacted your service department to report the issues and requested a resolution. Subsequently, I had to return to Dunn Tire twice for subsequent repairs with the most recent repair taking place on February 3, 2023.At that time, I was told by the manager that he would not replace the brakes and rotors again if the problem reoccurred. He claimed my calipers were bad. I have gone to a few different repair shops including ****** ******, 2 different ***** shops, and a certified mechanic who all state that my calipers are functioning properly.
  
  Furthermore, I am extremely disappointed to learn that Dunn Tire is refusing to honor the warranty on both the brakes and rotors, despite the recurring issues and the clear indication that the repairs conducted have been inadequate. I would like to remind you that warranties exist to provide customers with a sense of security and reassurance. By refusing to honor this warranty, Dunn Tire is breaching its obligation to its customers.
  
  I insist that you immediately rectify the problems with my vehicle's front brakes and rotors, as well as honor the warranty for the components in question. I request a thorough examination of the braking system to identify and address all underlying issues. Additionally, I expect you to carry out any necessary repairs or replacements of the faulty components without any further charges, given the persistent failures and the warranty coverage.

  

  Business Response

  Date: 06/30/2023

  We reviewed the customers concerns and had our Regional Management staff reach out immediately. Arrangements were made to have  the vehicle brought into one of our other locations so we could have the Regional Manager and a senior service technician work through the situation. The front brakes were replaced for the customer, under warranty and we provided a slider service on the rear brakes to ensure they were not contributing to the issue. We used a different brand of brakes to ensure it was not a parts quality issue. Dunn Tire will continue to honor the warranty on the brakes, assuming there are no other bad parts in the braking system. Customer was advised that if failure occurs again prematurely, the calipers would need to be replaced in order to maintain the warranty. 

• Initial Complaint

  Date:04/27/2023

  Type:Product 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 purchased a set of tires from Dunn tire back in June 24 2023 for a total of $955.95 which had a warranty of 50k miles. After 2 months of driving I’ve noticed that all the tires were wearing down way quicker than normal so I brought the car back to them. The front tires were especially worn and after inspection they told me it was a suspension problem so they weren’t covered under warranty. I ended up paying full price for a new set of front tires and also paid to get the suspension parts replaced as well as have an alignment done. They told me the rear tires were wearing quicker than usual but there weren’t any notices issues so I left them alone for the time being. Around 6 months after that I’ve noticed more than half the treads were gone on the two tires that weren’t replaced so I went back to them again to see if they were covered under warranty. This time they told me that it was indeed wearing very quickly for the amount of miles driven but they couldn’t cover them under warranty until a they reached a specific tread depth and told me to come back when it’s been more worn down. I did exactly what they told me to and came back 2 months later but during that visit they told me one of the tire met the requirements but the other one was off by 1/8” and once again told me there was nothing they could do. I went to them to get the tires checked today this time for sure that the tread depth me the requirements (they are pretty much balding at this point). Now they are telling me that the tires can’t be covered under warranty since the wear feels uneven by hand even though the tire depth measurements showed that they were even all across. They now want me to pay to get the rear suspension parts replaced despite the fact that none of this was mentioned in any of my previous visits. On top of that they didn’t even bother putting the car on a lift and actually inspecting the suspension. They straight up told me it has to be replaced without even taking a look.

  

  Business Response

  Date: 05/05/2023

  Customer had premature wear on tires purchased from Dunn Tire that appeared to be caused by mechanical issues with the vehicle and lack of rotation. Store should have contacted the tire manufacturer to inquire about potential warranty credit but failed to do so. Dunn Tire did not have the replacement tires in stock so the customer had the work done elsewhere. Regional Manager met with customer on 5/5 to go through the details of the situation. Customer was offered $196 warranty credit for the tires in question and was offered to perform a courtesy alignment check to determine the issue that caused the premature wear. Customer accepted the credit but declined the courtesy alignment check at this time.Customer seemed happy with the above resolution to their concerns.

• Initial Complaint

  Date:01/03/2023

  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 11/23/2022 I took my car in for seasonal tire change over @ Dunn Tire @ **** ******** ***. Work completed. I drove a short distance-@ 20mph in heavy traffic. I noticed the steering wheel wobbling & noise as if tire was going flat. I drove back to Dunn & explained the issue to Bryan B.(assistant manager) I asked if a test drive was done. He said “We do 4 cars per hour and only test drive cars we service. Bryan added they do 4 cars per/hr. If they test drove they would never finish. Sounds like poor quality work is ok just meet 4 cars per/hr. In Less than 5 minutes Ricardo J.(manager) had driven my car in the parking lot, brought it into the bay, it appeared he never did anything else. I know he never put it on the lift. He came out saying to me “here you drive. I know exactly what the problem was. Your back tire was low.” While I drove the car in the parking lot I didn’t hear the noise or feel the steering wheel wobble. I should have realized I was only driving 10mph. It appeared the problems were resolved. I got the work order #******** and left believing things were corrected. They were NOT. I drove a short distance only to have the same thing happen. I called the mechanic @ ********* ****** **** told him what was happening. He said I should go back to Dunn. Something I did not want to do. To me it felt as if neither employee believed there was a problem in the first place. They had their opportunity and failed miserably. I didn’t want them touching my car again. When I drove the car at 20mph to ********* on Monday 11/28 it felt as if the front wheels were going to fall off. I question the automotive knowledge of the Dunn mechanics. They didn’t know or didn’t care that cross threading studs would result in damage. They never noticed the loose front wheel. Dunn failed to do the proper service & failed to correct it the second time around.
  DESIRED RESOLUTION
  Dunn Tire to fully reimburse me $440.33 for necessary repairs done @ ********* **** ******* 

  

  Business Response

  Date: 01/04/2023

  Hello, I called the customer and left them a voicemail on 1-4-23 @ 9:42am 

  Customer Answer

  Date: 01/11/2023

  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:10/25/2022

  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.

  On last Friday I had an 8:00 appointment at Dunn tire on Walden Ave. Depew . An oil change and an inspection for my 2019 **** ******* with 19,000 miles .
  Dropped off car at 8:00 am . Waited for a call all day to pick up car . At 12:00 called and received an automated message we can not accept any calls .
  Never received a call about vehicle. At 4 pm called again . They answered all set come pick up your car .
  Drove to pick up the car . Told me car failed inspection. Said front rotors were pitted and chunks were falling off . Said that they called to tell us . We never received a call about any of this .
  Knew I needed wipers . Lied about calling us . Paid for the oil change and left . Very upset at the lies .
  It gets better . Call Dunn tire location on Transit and Main .
  Made an appointment for 12 noon yesterday Monday .
  Dropped car off . Told them about the failed inspection and the lies about calling us to inform us about the front caliper failed inspection.
  Called us half an hour about our car . Knew blades would be replaced . But , guess what?
  They said my rear calibers were not able to pass inspection ??.
  I have all the paperwork from the Depew location saying the left front tire was removed and front calipers were pitted and chunks falling off and that was the failure for my NYS inspection.
  Anyhow to get through inspection for the aggravation and lies . Forced to say put them on . I asked to have them resurfaced and they said they can’t do that . Very upset at the lies and false statements about my cars inspection. I had to pay for 2 inspections and ( ( wipers which I knew needed replacement).
  Not to mention the paperwork from the Depew location initial walk out and inspection had my car listed as a ******** and it’s a ******* . Another failure on Dunn .
  After lies and conflicting inspection and flip flop of describing work needed to be done .
  I had to charge 475.00 on my ******** credit card for a tale of two different inspections .

  

  Business Response

  Date: 10/26/2022

  Hello, We left the customer a voicemail on the number listed on the complaint at 9:50am today.

• Initial Complaint

  Date:10/18/2022

  Type:Product 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 10/7/22 I went back to dunn tire and, explain to them about the front rotors they put on my vehicle, that I had to take my vehicle to another business to have another set of rotors put on, because the ones Dunn tire put on were worped, the one manager there kept putting me off, but another manager the who happens to be the one that was there the Dunn put the rotors on my vehicle, said the other manager should have at least looked at it, anyway, he agreed to reimburse me for the cost that the other business had charged me, but it's been almost two weeks and I haven't, seen or gotten my refund, when I call and speak with Dunn tire they tell me they sent it in, and there should be no problems, and their just waiting on it to come in the mail, but when I told them I was going to small claims court, they called me right back, just to tell me the same story, that they put in all the paperwork, and the mail has to come from Buffalo and then to Rochester and back to Batavia ny, I need my money.

  

  Business Response

  Date: 10/20/2022

  Hello, We have a check at our location waiting for the customer in the amount agreed upon with the customer. I spoke with the customer and he was happy that we took care of the issue for him. 

  Customer Answer

  Date: 10/24/2022

  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. This is to let you know that I would like to cancel my complaint against Dunn tire in Batavia ny,as they finally sent my reimbursement, and I would like to thank you for your prompt response, thank you
  
  Regards, ****** *******

• Initial Complaint

  Date:09/02/2022

  Type:Billing 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.

  On September 2nd 2022, I took my car into Dunn Tire on Transit road to have a diagnostics run. I ask for the price of the service and I am told 120+ tax when I come to pick up my car I am told my vehicle has been fixed and I now have a balance of 1300$ to pay. They didn’t see any problem with this situation and expected me to pay immediately. Even went as far as telling me they will put a lien on my vehicle. I asked them to call a manager as I wanted this issue resolved so I can get my vehicle back. Never received that call after waiting at their store for 3 hours and I had to open a line of credit in my partners name to pay for the service I never authorized to be done on my vehicle.

  

  Business Response

  Date: 09/20/2022

  We have reviewed this situation and made attempt to contact customer on 9/19; voicemail was left on number provided. Will attempt to contact customer via email on 9/20 to hopefully resolve situation. After investigating the customers concerns, it was determined that although the customer gave verbal authorization to complete the work in store, written authorization was not obtained on either the service estimate or the work order. Since Dunn Tire staff failed to obtain written authorization, we will be issuing a refund for these services and the customer will only be charged for the approved diagnostic charges. Once customer service makes contact with customer, a refund check will be issued ASAP.