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Business Profile

Tire Dealers

Tire Discounters, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Tire Discounters, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Tire Discounters, Inc. has 199 locations, listed below.

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    Customer Complaints Summary

    • 175 total complaints in the last 3 years.
    • 61 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/15/2024

      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.
      Brought car in on 12/26/23 to Fields Ertel location to replace front right tire. Took 6 hours. After 10 days tire only had 20 lbs of pressure and notice that my stem cap was not put back on. Took back to store on 1/5/24. Technician refilled with air and told me to drive it for week which I did and returned on 1/12/24 because the tire was down 10lbs of pressure. ***** worked on the tire and explain that when I brought it in on 12/26/23 the original technician never cleaned the rim properly and the tire never sealed. ***** could not get the tire pressure stem to sync with the car system. He spent 4 hours on it. told to drive car and hoped it would auto sync. I never did, so another trip back to the store on 1/19/25. Was told that the store was too busy and I needed to take it to the other Fields Ertel 2 location and they could fix it. Took it there and sat for 4-1/2 hours only to to have Ron the Regional Manager tell me couldn't fix at that time that he would need to work on during the week when he could contact some manufactures. He also suggested taking it back to ***** at location #1 and was happy to give me Uber to and from work. That just was not feasible with my schedule. I called for an appointment for Monday 2/19/24 since I was off, but was told ***** doesn't work on Mondays, so I set the appointment Friday morning with me dropping my car off on Thursday late afternoon. When I arrived today to drop my car off, I had the displeasure of dealing with ***** the apparent new Regional Manager. Not sure who trained this person on his managerial skills, but he without a doubt the rudest and most arrogant manager I've come across in quite some time. I think the new title has gone to his head and definitely needs a refresher on people skills. After 5 trips to and from your store and over 17 hours of my personal time for 1 tire, there would be a little compassion. Not From ***** Rude and Disrespectful. I would rethink that promotion. Embarrassing you can't fix 1 tire.

      Business Response

      Date: 02/24/2024

      Thank
      you for reaching out to us! We have created a customer service concern ticket and have escalated it to upper management for review. For your records, the customer case
      # is *********** Please allow 48-72hr for a field manager to
      review the case and reach back out to you. Thank you for being a valued Tire
      Discounters customer, we will be in touch soon!

      Business Response

      Date: 03/07/2024

      While I apologize for the delay in contact it seems you have spoken to the Zone Operations Manager and have an appointment to have the issue addressed on Friday 3/8/24. Please let me know if you need any further assistance with this claim. Thank you!

      Customer Answer

      Date: 03/13/2024

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 

      **** the Zone Operations Manager did a fantastic job resolving prior issues



      Regards,



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

    • Initial Complaint

      Date:01/25/2024

      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.
      I took my **** ********* *** to get transmission fluid exchange, In june 2023.
      My truck broke down , transmission don't work. This happened around 1/20/2024.

      I contacted tirediscounters, manager said it has been over 10k miles after was done, and is not even 10k after the service, because the miles is showing the truck right now and the record they have when service was done, doesn't have a 10 k miles.
      He mentioned that he called the dealer where i used to do oil changes and he was told that this transmission go bad for the torque broken.
      My point is i never had transmission issues with the truck before, not even tooked any places for any transmission repairs, we decided to do fluid exchange because I was told that was needed because of the miles at that time on the truck.
      I choose this place to do it and not the dealer, because of prices. And now after 6 months my transmission broke. I believe was and error while doing the service.

      Business Response

      Date: 01/29/2024

      Thank
      you for reaching out to us! We have created a customer service escalation
      ticket for the regional manager to review. For your records, the customer case
      # is ***********. Please allow 48-72hr for the regional manager to
      review the case and reach back out to you. Thank you for being a valued Tire
      Discounters customer, we will be in touch soon!

      Customer Answer

      Date: 01/29/2024

      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. 



      Regards,



      **** **********
    • Initial Complaint

      Date:01/22/2024

      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.
      Brought vehicle to store at 4PM (2 hours before closing). I had a tire in need of repair that was purchased from tire discounters with a warranty. Store was practically empty with very little work going on. As soon as the front desk person realized it was a warranty repair I was told they would not have time to do it today. 2 other customers came in getting computer sets of tires. Because of the shape of the tire I had to take it to another shop down the road having to paid for the services should have been covered under warranty from tire discounters.

      Business Response

      Date: 01/26/2024

      Thank
      you for reaching out to us! We have created a customer service escalation
      ticket for the regional manager to review. For your records, the customer case
      # is **********. Please allow 48-72hr for the regional manager to
      review the case and reach back out to you. Thank you for being a valued Tire
      Discounters customer, we will be in touch soon!
    • Initial Complaint

      Date:01/19/2024

      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.
      Please see attachment for more details.

      on 11/18/2023 I paid Tire Discounters *** ***** ** to replace and axle in my car. Based on the still ongoing issue and the work order from a 3rd party this work was not completed correctly, and I request to have my money refunded at this point they have refused to do so.

      Business Response

      Date: 01/26/2024

      Thank you for reaching out. We have a previously opened customer concern case regarding this matter, **********.  According to the case notes, we have attempted to investigate your claim by setting up several appointments with the Regional Manager to inspect the vehicle. However, you failed to show up to any of the scheduled inspections and have yet to return the calls made by the Zone Operations Manager. Without first inspecting the vehicle we can not come to a resolution. If you would like to have your customer concern case reopened and the matter investigated please return the call of the Zone Operations Manager. If not, Tire Discounters considers this matter closed. 

      Customer Answer

      Date: 01/26/2024

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

      I fully disagree with their assessment of the situation. I
      have done everything asked of me; the last correspondence I have had with
      anyone at this company is when I talked to Gary at ###-###-####, and he set up
      the appointment in the ********, ** location on 1/6/24 that I showed up for,
      and the store manager was very unprofessional. He has never once called or left
      a voice mail and can provide my **** phone bill with confirmation. What I
      do have is a screenshot showing I called the ###-###-#### number and left a 2-minute
      voicemail explaining how they refused to even look at my car in ******** on
      1/6/24. I have also reached out over email a couple of times, and surprise surprises
      have never been returned. Trust me, the worst feeling in the world is driving
      down the interstate when my car is shaking so freaking much I fear for the safety
      of my kids, yet everyone at this company keeps playing it off like it is not a
      big deal. The fact that someone has lied about contacting me is very concerning.
      At this point, I have an appointment to take my car to another shop on 1/27/24
      to have the part replaced yet again, and I had to save to have that done because
      of the piss-poor work done the first time. When I am not reimbursed for the
      services I paid for, I will be filing a lawsuit against Tire Discounters. I better
      hope they have their story straight because I have proof they did a bad job,
      and I have proof that no one followed up. I will have proof that I had to pay
      another company to fix their mistake.

      I hope they find out who is lying to their upper mgmt. team
      and fire them right away.

      Regards,



      **** ******

      Business Response

      Date: 02/06/2024

      Thank you for that information, I will escalate this matter to the Zone Vice President for further investigation. Please allow us 48-72 hours to look into this matter and reach out to you directly. Thank you for your patience. 

      Customer Answer

      Date: 02/06/2024

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

      I am only rejecting this based on the fact I do not want this to be accepted and forgotten about in the shuffle of things. If someone wants to follow up and call (Please leave a VM as I am in and out of meeting all day) or send me an email ***********************. Once someone reaches out and we come to an agreement for reimbursement I will be happy to accept and close this event so we can all go our separate ways.



      Regards,



      **** ******

      Business Response

      Date: 02/19/2024

      According to your case notes you have come to a resolution with Regional Manager in the form of a refund. Please allow 7-10 business days for that refund to be processed. If you have any additional questions or concerns please do not hesitate to let us know. Thank you!

      Customer Answer

      Date: 02/20/2024

      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:12/14/2023

      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.
      Took my vehicle in to get 4 tires on there black friday special. Picked it up in the evening, around 5pm and drove it home. Next day went to a buddys and he wanted to check them out. That's when we noticed the immense amount of curb damage. Instantly brought it back to the store and showed them. I have now gotten drug around for almost 3 weeks and they will not take blame for this damage. Mind you, I came back less than 24 hours later, only 13 miles driven in that time. Manager said he would look at the camera footage and offer it to me. Well that is a lie! I have asked for it multiple times, and each time no definite answer. Not only did they not take ownership of this, they drug me around and wasted my time for 3 weeks!!! Chris is the managers who I talked to at the *** **** location. Dave V*****, is the regional manager who I talked to in the past week. Tires were replaced on 11/24/23, went back to the store around 1pm on 11/25. Dave V***** offered to replace only one of the three rims damaged on 12/14/23.

      Business Response

      Date: 12/21/2023

      The damage in the photos
      provided appears to be curb damage which the customer does not deny. According
      to the previously opened customer concern case, **********, it is noted that the
      customer believes one of our technicians damaged the vehicle by hitting a curb while
      on a joy ride. While we sometimes take vehicles on a test drive after
      installation, if the damage was done at that time there would be corresponding damage
      to the sidewall of the tires. This is not present in the photos provided and
      indicates that the damage was there before being brought to Tire Discounters. We
      have offered to replace one of the wheels as a customer courtesy. Unless the
      customer would like to accept our offer Tire Discounters considers this matter closed. 

      Customer Answer

      Date: 12/22/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

       

      they did give that option, but it only took 3 weeks to respond. I reached out multiple times via call, social media with no response. There social media person said they called and left multiple voicemails which is lie and I can provide proof of that. The store manager said he would provide camera footage and that has not happened. I asked the regional manager and have been ignored on that request. 

      In regards to replacing one rim I thought that was joke and he wanted to sell me 2 other rims to do at 300. They didn’t say anything about labor being included. Also I found that rim at multiple places for $200 or less. So, they just want to make a profit off me again instead of doing the right thing. 

      At this point the least I would accept is them replacing two rims with labor included. 


      Regards,



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

      Business Response

      Date: 01/04/2024

      While I understand you requested
      to see the video, footage of the shop would not assist you in seeing if the
      vehicle was curbed while on a test drive, as you suspect, so it will not be provided.
      The proof is in the photos you’ve supplied. 
      There is no corresponding damage to the tires in the photos, indicating
      that the damage was there before bringing the vehicle to Tire Discounters.  As a customer courtesy, the Regional Manager
      offered to replace 1 of the 3 damaged wheels at the cost of $280 per wheel (which
      is our cost per wheel). If you found those wheels for less at a 3rd party shop, we’d be more than happy to refund you the cost of 1 of the 3. To do
      this we would need you to email a copy of that receipt to [email protected]

      Customer Answer

      Date: 01/10/2024

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

      doing only 1 of 3 is unacceptable to me. My car had put an 1k plus miles by the time the business had a chance to look it ( due to very slow and poor communication). Not letting me or showing me video leads to me to believe they hiding something. In regards to marks on the tire, the damage could have happened before install or in the shop during installation. 




      Regards,



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

    • Initial Complaint

      Date:11/21/2023

      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.
      Tire Discounters damaged my rim while replacing tires. They agreed that they would be ordering me a new rim and now are refusing to do so.

      Business Response

      Date: 11/28/2023

      Thank you for bringing this situation to our attention. This issue is still under investigation.  We will get respond with findings shortly.

      Customer Answer

      Date: 12/07/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

      I have made multiple efforts to contact the company, I have been called once by the company to tell me they are looking into it.  The company is on record stating they would fix this issue with my rim prior to me paying for it. I did receive a discount because it was an employee discount on the tires and install since my son did the install when he worked there. Now they are stating that the discount was given to me because of rim damage. I have the manager on recording saying it would be fixed. I also have 2 employees as witnesses saying the same thing. The manager Austin is lying and trying to cover it up. This is unacceptable.


      Regards,



      ***** *****

      Business Response

      Date: 12/14/2023

      Tire Discounters has reviewed the situation with the customer and both have come to a solution where an agreed upon refund has been processed.  Tire Discounters considers this matter closed

      Customer Answer

      Date: 12/14/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, Tire Discounters has contacted me and resolved this and I find that this resolution is satisfactory to me. 



      Regards,



      ***** *****
    • Initial Complaint

      Date:11/03/2023

      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.
      Tire discounters was paid to put on a new set of tires and return to me the set coming off the vehicle. This was documented in writing. Upon pick up, I was told the 2 rear tires cannot be found. They could not tell me how or why they are gone. I asked about a refund to replace the tires or have a set ordered for pick up as I planned to use those tires in the summer. The stores offer was 50% of the cost as they were used. They cannot confirm they tread depth was accurate as the tires are gone and I had no need to order replacement tires. This has put me in the position to spend $500 on a replacement set as I cannot find these tires in a used capacity and it’s the shops, admitted, fault that this issue arose. I stated the compensation was not fair and did not make the situation whole. The manager has blocked my number and refuses to negotiate

      Business Response

      Date: 11/13/2023

      While I know this situation
      shouldn't have happened, please understand that this issue has been reviewed by
      the Regional Manager, Zone Operations Manager, and the head of our compliance
      department. Tire Discounters has done its best to offer a resolution that has
      fully compensated you for what was unfortunately lost. The tread depths of all four
      of your tires were measured and logged as part of our check-in process as with
      every vehicle. This paperwork was submitted at the end of that business day.
      The tires that were lost were 2, 5-year-old Michelin Pilot Super Sport in the
      size ********* the tread depths measured at 5/32nds. This means that
      more than half of their tread had been worn away and the tires only had a year
      left before they would begin to show signs of dry rot. We apologize that this has
      occurred but have refunded 50% of today's cost of 2 of those tires. No
      additional compensation will be given. 

      Business Response

      Date: 11/21/2023

      At your request, this
      matter has been reopened and reviewed at the highest level. While we empathize
      with your situation and acknowledge that this occurred due to an honest
      mistake, Tire Discounters is only responsible for compensating you for the life
      you had left on the tires that were not placed in the back of your vehicle
      after having a new set installed.  Unfortunately, the mistake was not
      brought to our attention until the following day. Our process is that tires
      that were dismounted and placed in a holding area to be picked up for recycling
      at the end of each day. Your tires would have been included in that day's
      recycling pick up. When we were informed that your tires had not been returned
      to you, the recycling area was checked but your tires were not found. 
      During the intake process, it is our process to take note of the current
      condition of any vehicle so areas of concern can be brought to the attention of
      the customer before we begin work. The information that is gathered includes
      the current tread depths of the tires and is filed with the invoice paperwork.
      New Michelin Pilot Super Sports typically come with 10-12/32nds of tread. 
      Your tires were noted as measuring 5/32nds at the time of intake. A total
      amount of $462.16 was credited back to your Visa on 11/8/23. For your privacy,
      we cannot not share the proof of that transaction on a public forum, but we’d
      be more than happy to email it to you directly. It is the position of Tire
      Discounters that you have been fairly compensated for what was lost.  Tire
      Discounters considers this matter closed.

      Customer Answer

      Date: 11/23/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

       

      This company again hides behind its corporate jargon while also blatantly admitting it was completely their fault yet their version of “fair compensation” is to give me half the money while I have to pay full price to replace the missing/stolen property here in the real world. 

      this company states my tires were taken for recycling yet only two were taken. I find that hard to believe. 

      the fact a company can tell a customer they 100% are at fault but only offer to make things 50% right is criminal. 

      this should be outright illegal and it’s just ethically wrong. 


      Regards,



      **** ******

    • Initial Complaint

      Date:10/31/2023

      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 8/27/23, my starter failed. Having had ****** Auto Service replace the starter on 3/23/21, I called what is now ***** Tire Discounters (***)to request a warranty replacement (Lifetime Part Warranty) but was stonewalled with a 12 mo/12k mi standard warranty response. Being stranded, I had no time to haggle, I needed repair & located a shop & was towed in for repair. Afterward, I wrote a 1 star review on the *** website for failing to honor the warranty. Rec’d a call from Ray B*****, *** Regional Field Mgr. He offered to check w/ the prior owner on warranty policy. I then texted Mr B***** w/ the details of my invoice(attached)including the statement “the part warranty is that of the manufacturer, & suggested that the info could identify the supplier, manufacturer, and warranty. After a week, I ******* the P/N myself and it returned an ******* supplied part, clearly showing it with a Limited Lifetime Warranty(attached), I then called Mr B***** and conveyed this in a VM. I then updated my 1 star review providing more details and Mr B***** called a few days later and asked if I could photograph/send the language on the invoice regarding warranty, which I did. He called the following day & said he was at the *** location & employees from the old ***** stated the standard warranty position applied. I stated that conflicted with the invoice statement. He argued that the warranty policy was vague & I stated it clearly pointed to the manufacturer’s warranty. He then asked if I had the bad starter and said he couldn’t do anything with ******** w/o the bad part. I stated that was b/c they stonewalled me from the onset by refusing to honor the warranty and the situation was of their own making and in no way my fault. As a result, I unnecessarily came out of my pocket for a new starter. They don’t want to come out of theirs to make it right and they have no bad starter to return to ********* for it to be otherwise covered. Again, *** created this situation.

      Business Response

      Date: 11/09/2023

      The original limited lifetime warranty, as verified by the previous owner, was for 12 months or 12k miles. As you stated, the part was installed on 3/23/21.  The original install date of the part is outside the parameters of that warranty that expired on 3/23/22.  Per your additional request to file through the manufacturer’s warranty, this process would require a return of the bad part of which you do not have.  While we empathize with your situation, Tire Discounters is not responsible for the starter part that was installed by a previous business and of which has exceeded the warranty parameters. We consider this matter closed and will not issue a refund for the part that we did not install.

      Customer Answer

      Date: 11/09/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.


      Regards,



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

      Customer Answer

      Date: 11/10/2023

      My invoice clearly indicates that the part warranty is that of the manufacturer of the part.  Arne’s labor warranty may be 12mo/12K miles, but not the part warranty per my invoice.  *** states that they have no control over the failure of a manufacturer’s part, but they do have control over how they handle the warranty claim associated with that part.  *** indicates that they have no bad part to return to their supplier in order to obtain a warranty replacement for that part.  Had *** honored my warranty claim from the onset, then I would have had my vehicle towed in and *** would have had the opportunity to remove the bad part and return it to ********* for a warranty replacement.  Therefore, fault lies with *** for not handling my warranty claim appropriately resulting in them not having the bad part to return.  I was without a vehicle and had to get back on the road and their initial response/pushback left me no option but to seek repair elsewhere. This issue has been dragging on for over 2 months.  Was I expected to be without my vehicle for this period while we worked to resolve this issue? Is it okay for me to have to come out of my pocket for ***’s mishandling of my warranty claim? I think not.  A refund is certainly justified due to mishandling of my warranty claim. Fault lies entirely with ***


    • Initial Complaint

      Date:10/22/2023

      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 05/24/22, I had my brakes repaired at Thompson tire in Salem, VA. While on a trip to Kentucky on 08/12/23 the brakes failed and I took the vehicle to a Thompson Tire affiliate (TireDiscounters) at **** ****** ******* ********* ** ****** At this repair, the manager stated the original work in Salem, VA was done incorrectly. Specifically, the brake pads were installed incorrectly. The mechanic (Victor B******) said "Previous brake installation was done wrong. They installed 2 inner pads on the left front axle causing the caliper to fail," The vehicle only had 7,858 miles since the brakes were installed in Salem. Mr. ******* stated the company would compensate for their error. On my return home, I spoke the the manager at Thompson Tire in Salem (Al Durham). He also stated I would be compensated. I was told the regional manager, Caleb B***** would contact me. He never called me so I sent a registered letter to their legal representative seeking redress. The company still has not contacted me. Letter attached.

      Business Response

      Date: 10/23/2023

      Thank
      you for reaching out to us! We have created a customer service escalation
      ticket for the regional manager to review. I can confirm that the regional manager for the Thompson Tire location has changed since you visited our Fuller st shop. For your records, the customer case
      # is ************ Please allow 48-72hr for the regional manager to
      review the case and reach back out to you. Thank you for being a valued Tire
      Discounters customer, we will be in touch soon!

      Business Response

      Date: 11/25/2023

      I apologize but there seems to be a misunderstanding. The funds were returned to the credit card account you had originally used for the service not an account you have with Tire Discounters.

      Customer Answer

      Date: 11/28/2023

      The consumer may have been mistaken and doesn't know what the business was referring to about setting up an account. However, the consumer did receive a check before Thanksgiving and has already cashed it.  He is satisfied now and considers the matter resolved.
    • Initial Complaint

      Date:10/18/2023

      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.
      I went in for an oil change on 10/17/2023 on my **** ****** ******. I had a coupon via a mirror hanger that said $35 off so I figured I would be paying around $60 since the website for this location on ***** ******** **** listed it at $54.99. Little did I know that the $54.99 is more or less a marketing thing. I was contacted by the area manager Andre, and I called him on 10/18/2023 at 12:05 PM as I had submitted a complaint to their website earlier in the morning that I felt it was misleading. His explanation was that normal price is actually $25.00 on top of the $54.99. I told him it was misleading, and he would give the feedback to the marketing department. He told me that the price has been $25.00 off for about 2 years and also that the reason they break it down on the invoice is for fleet customers. To me if you have the price set at a certain price after 2 years that is your price, not a "special" but the normal price. So, in the end I saved $10.00. Not only this but they don't include labor in the price, so you think you're paying a certain amount but then they don't include that in the price advertised. Other places include the labor in their price upfront, so you know you're paying $80.00 for example at ********* and the other stuff isn't "hidden". Not only this but the website (see attachment) shows $64.99 but the invoice line items are $54.99 for the oil and $9.99 for the filter which benefits the consumer but for consistency and truth in advertising is confusing to me.

      Business Response

      Date: 10/19/2023

      As I understand it, you
      received a $35 off coupon for an oil change which would have expired on
      12/31/23. However, when you visited the location to use the coupon, they were
      running a $25 off sale on full synthetic oil changes which made your coupon
      amount to only an additional $10 off what a normal customer would have received
      at that time. In the screenshot you included in your BBB complaint, it clearly
      states that $64.99 is the sale price for a full synthetic oil change. While we
      do often have sales on our oil change packages this sale began on 9/30/23 and
      is to end on 10/30/23.  It is possible that the sale could be extended but
      it is certainly not guaranteed.  The regular price for our synthetic oil
      change is $89.99 plus tax for 5qts of oil and is posted on the counter mat of all
      our locations. While I understand you paid more than you expected to, you still
      saved the amount that was advertised to you, the savings were more than anyone
      walking into the store without that coupon, and as you stated the cost was less
      than going to ********* for the service. I apologize for the misunderstanding
      but seeing as the coupon worked exactly as advertised there is nothing to be
      done. Just so you are aware, upon reading your complaint, I have reached out to
      our marketing team and suggested that the regular pricing be listed on the oil change
      deal page. Thank you for giving us your feedback, we always appreciate the
      opportunity to improve. 

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