Complaints

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

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  Les Schwab Tire Center

  20900 Cooley Rd Bend, OR 97701-3406

• 

  Les Schwab Tire Center

  712 Okoma Dr Omak, WA 98841-9593

• 

  Les Schwab Tire Center

  1408 Main St Lewiston, ID 83501-1907

• 

  Les Schwab Tire Center

  2002 S 1st St Yakima, WA 98903-2230

• 

  Les Schwab Tire Center

  1019 W Court St Pasco, WA 99301-4157

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:09/20/2023

  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.

  In 2021 I purchased a set of tires from Les Schwab ********************* with a ***** mile warranty. Today I needed a new set of tires. I called Les Schwab, and they told me that the warranty would cover a prorated dollar amount off new tires. After they were installed I was given a few documents from the technician, one was a sheet listing the condition of various components of vehicle that they had just inspected. All of these conditions were rated in good condition. Then, when the technician told me the amount due, I questioned whether warranty had been applied. The technician, ****, went into the back room. When he returned he said that the warranty was not valid because XYZ was wrong with my car. What he was telling me was completely different than what the inspection had noted-- that he had just typed. He then told me that he was wrong and made a "mistake" and admitted that he just made up the notes for the inspection, that none of it was accurate. He said, in order for the warranty to be valid, all of the maintenance should have been done with them so they had record of it. The actual warranty paper offers services that Les Schwab provides but nowhere does it say that all services must be done at Les Schwab in order to keep the warranty valid on the tires. I was led to believe that I would have a prorated discount by the warranty document itself, and also was told so by the receptionist when I made the appointment. It was not until after the new, more expensive tires were installed that they told me that there would be no warranty. They would not even tell me what the actual diagnosis of my car based on their inspections were. I ended up paying the full amount with no protated discount for the previous warranty and I feel bait-and-switched. My main complaint is that there are extra stipulations according to Les Schwab regarding their tire warranty that are not actually on any documentation given to me as the holder of the warranty. Also the technician LIED.

  Business Response

  Date: 09/28/2023

  BBB Case ID ********
  We regret the customer had a negative experience at the *********************, ********** Les Schwab Tire Center. Les Schwab prides itself on superior customer service, takes concerns very seriously, and investigates the underlying facts of all customer concerns.  
  *********************** Store Manager and **************** Representative worked with ************ to resolve the concerns raised with your office. Les Schwab believes ************ is satisfied with the agreed upon resolution.  We apologize for any inconvenience this may have caused ************ and sincerely thank her for her patience.
  
  

• Initial Complaint

  Date:09/16/2023

  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 had my brakes replaced (caliper, rotors, pads) on my truck on March 9 2019 at the ****************, ********** Las Schwab. 5 years and approximately ****** miles later my rear brakes were replaced and upon normal brake service, the brakes were attempted to be ****. The original 15 year old/188k mile bleeder screws on the rear brakes worked correctly but the bleeder screws on the most recently installed front calipers were heavily corroded and sheared off leaving the truck with non-serviceable brakes. I visited manager at the local Les Schwab in ********************* off ************. He had stated that the bleeder screws that come with our rebuilt calipers have a tendency of becoming easily corroded and should be repaired or replaced but we cannot offer any services as you are outside or our warranty window. Les Schwab is knowingly installing brake components on vehicles that have a known history of failing or becoming less/non effective.

  Business Response

  Date: 09/29/2023

  
  BBB Case ID ********
  We regret that ******************** had a negative experience with the **************, ********** Les Schwab Tire Center. We take customer reports seriously and work diligently to immediately address customer concerns.
  According to *********************** records, ******************** brought his 2008 Tacoma Pickup (vehicle) to the tire center on March 9, 2018 and had a ********************** performed. In September, 2023, ******************** visited the tire center and met with the store manager, *****. ***** informed Les Schwabs **************** Representative that ******************** replaced his own brakes and while performing the replacement, the bleeder s**** sheared off. Contrary to the customers report, ***** did not tell the customer there have been consistent issues with the parts Les Schwab installs. Bleeder screws can break in many different circumstances and likely broke due to corrosion caused by driving conditions or tampering. The warranty on the original brake service had already expired. 
  Although Les Schwab respectfully disagrees with the allegations in Mr. ********* report, we would like to assure ******************** that Les Schwab remains committed to providing the best service and products possible. ...

• Initial Complaint

  Date:09/15/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 two different locations in *********** one is **********************************. and the other is ******************* ***********. Since Ive been bringing my vehicle to those locations there is something wrong with my vehicle. Every time theyve completed their work. Its a repetitive pattern. I dont know who the people are that are working on the vehicles or how well they teach them as a mechanic to do their job correctly but, they have not been treating my vehicle fairly. now my vehicle is in a state of inoperable. I have asked him to do the right thing, that is their motto doing the right thing since ****. *** asked him to do the right thing and make it right in response. I get a smart mouth little punk on the phone or someone who wants to be combative not cordial, Im not sure how they really want to portray their self. But, I will never take my vehicle back to their location again, and Im making a complaint against them to the fact that they ruined my vehicle because of the mechanics the numerous hands have been on my vehicle the hush mechanical parts they threw at me so that I would not file a complaint. Its been many different issues that theyve caused me now Im going to have to pay out of my pocket probably thousands of dollars to fix my vehicle due to them handling my vehicle. Not only was it a manager, but it was also people from the headquarters of Oregon , that were rude to me and disrespectful. Im a ****** by the way that they treat their customers. But yet they can have on their walls in everyone of your stores doing the right thing since **** that doesnt mesh well so now Im going to file a class action lawsuit against them because I have ****************************************************************************************************** have cause their vehicles to be non-repairable or theyve just put the wrong part on a vehicle. They caused a lot of problems for a lot of different peoples vehicles and its not just mine. Reciepts!!

  Business Response

  Date: 09/22/2023

  BBB Case ID ********
  We regret that ********************** had a negative experience with the ***********, ********** Les Schwab Tire Center. We take customer reports seriously and work diligently to immediately address customer concerns.
  According to *********************** records, On November 11, 2022, ********************** brought her 2009 ****** Camry (vehicle) to the tire center and informed them the rotors were showing rust. The tire center replaced all four brake rotors completely free of charge and a sole gesture of customer service. 
  Although ********************** respectfully disagrees with the allegations in Ms. ******** report, we would like to assure ********************** that Les Schwab remains committed to providing the best service and products possible.

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20612658
  
  I am rejecting this response because:

  they were trying to cover up the damage they caused to my vehicle by giving me 4 rotors. Then they took the sticker off the inside of my windshield and did not replace it. I asked them why they did that and they didnt respond. They were trying to cover up the fact that he did my oil change incorrectly. So, he removed to sticker which would be considered proof because it has a date on it.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/12/2023

  BBB Case ID ********
  We are in receipt of the customers additional correspondence. Les Schwab replaced ************************ rotors, free of charge, in November 2022. Les Schwab did not remove a sticker from the inside of the windshield of her vehicle and properly performed all work on ************************ vehicle. 
  Although Les Schwab respectfully disagrees with the allegations in ************************ report, we would like to assure ********************** that Les Schwab remains committed to providing the best service and products possible. 
  
  

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20612658
  
  I am rejecting this response because:They never corrected the work which caused damage to my vehicle. Now the brakes are failing. And a sensor went out due to their faulty rotary that the so voluntarily gave to me. After the first rotary rusted within 6 months time. 
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 10/22/2023

  I believe when Les Schwab worked on my car and change my Oil, there were several times that there was no oil in the car and I was driving it without oil. I took it back and explain to them. The oil levels were not right. My car started making a knocking noise and started driving differently. Then there was a rattling in my engine and my engine started bouncing. I suggested they repair my vehicle or send it out to a mechanic to get it completed or Im going to hire an attorney and *** them for damages. Also, they put four rotors on my vehicle in which rusted within a four month period. They tried to cover it up by putting four new rotors on my vehicle. those rotors have damaged my vehicle by causing the brakes to go bad. They have also resurfaced my rotors two times. Now they want to do them again. How many times do they have to resurface rotors? Then they also tried to hide the fact that they change my oil and put the wrong oil in my vehicle. So since Ive been bringing my vehicle to Les Schwab, there has been nothing but problems occurring with my vehicle. I would like my vehicle fixed immediately. They also put a air filter that was in my vehicle that was not from ******* which caused my air conditioner to be faulty. 

  Customer Answer

  Date: 10/28/2023

  I would like the money that I paid into Les Schwab. Because the work that they did on my car cost my car to have engine failure and other issues. They can either pay me, or they can fix my vehicle by sending it to a mechanic.

  Business Response

  Date: 11/09/2023

  
  BBB Case ID ********
  We are in receipt of the customers additional correspondence. 
  Les Schwab replaced ************************ rotors, free of charge, in November 2022. On April 13, 2022, ********************** visited the tire center and informed the technician, ****, that during her last oil change no oil was put in the vehicle and that the motor was making noise and the vehicle was squeaking while backing up and there was a vibration while braking.  **** checked the oil level and noted the vehicle did have oil in it but was low. He also noted the customer had driven ***** miles after the oil change in question. **** noticed the motor had an oil leak under the vehicle by the bottom of the engine base and above the oil pan. The leak is a slow oil seepage but **** recommended taking the vehicle to a mechanic for maintenance. The previous oil change performed would not cause low oil or an oil leak. **** also noticed bad motor mounts and cv axle on the right side. The customer refused to have an oil change and told **** to just top off the oil. **** showed the customer his findings while the vehicle was in the bay. **** made the customer aware that the car seems to be burning oil and leaks were not caused by previous visits at any of our tire center locations. 
  Although Les Schwab respectfully disagrees with the allegations in ************************ report, we would like to assure ********************** that Les Schwab remains committed to providing the best service and products possible.

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20612658
  
  I am rejecting this response because: before bringing in my vehicle to the locations with *********************, I visited the Callaway Road location. There was a party by the name of ****, who worked on my vehicle with several other people at the same time. At that time they put the incorrect oil into my car, I drove away I start hearing knocking in my engine and noticed that there was a small oil leak. So I wanted to get a second opinion I took it over to a mechanic on coffee Road they raise my vehicle. They looked at my vehicle and stated that there was an oil leak. They also noticed that there was a so I wanted to get a second opinion I took it over to a mechanic on coffee Road they raise my vehicle. They looked at my vehicle and stated that there was a oil leak. They also noticed that there was a sliced in the motor mount. that was fairly new. It looked as if somebody used something sharp to do it. There was oil on the backsplash plate as well. That was very new. After this, I took the vehicle over to *******************. He changed my oil out and again put the wrong oil in my vehicle. Its supposed to be 100% synthetic, I asked him to change out the air filters along with the oil changed he did so and when he did, so he did not clamp down the cover for the air filter and also the fact that the cabin filter was not putting correctly in which it caused my air conditioning  issues that were slowly building up. Also, Id like to mention that somebody cut some cords to my battery. I know for a fact that this happened at their location because prior to doing so I cleaned my vehicle underneath the hood. I always wipe it down, clean after washing it  and I dry it not accepting their answer. Im rejecting it. I believe that they are at fault theyre refusing to repair the vehicle as it should be. Also, I want to bring again to your attention that one ****** remove the sticker on the inside of my window and I asked him why he was doing that. He said you dont need the sticker and he then he said he needed to answer his phone. He was ignoring me purposely he did not want anybody to know what he did wrong.there was several hands on my vehicle at his location on **********************************. also. So again, I reject what theyre stating is false, and theyre only trying to protect their self. Knowing that there were multiple hands on my vehicle and many times that I brought the vehicle back to be repaired, they voluntarily gave me rotors replaced brakes due to a crack in the spoiler. They tried to write things that they did wrong. There were several things that they did wrong to my vehicle and they were trying to make me happy and basically telling me to hush up and Im not going to do that. Im a woman, but I am involved with a man that sees the same exact thing that they have done , they thought that they could do what they wanted and get away with it. Theyre guilty. They know theyre guilty. I demand that they repair my vehicle again or in one week. I am going to hire an attorney to take on this matter. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/24/2023

  BBB Case ID ********
  We are in receipt of additional correspondence from ***********************
  Les Schwabs ************************ has been provided ************************ reports filed with your office for further review and investigation. Les Schwabs Claims Specialists will conduct interviews and an investigation and will contact ********************** shortly.
  
  

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20612658
  
  I am rejecting this response because:the re

  Why I am rejecting Les  Scwabs response is due to the lack of repair. Doing the right thing since **** ? Is part of their mission statement. I explained to corporate HQ what LS caused to my vehicles health. Les Schwab now tries to question me over the phone as if I am being interrogated.  I told ***** that they can repair the vehicle. He is now asking for us to take the car to a mechanic and get diagnostics done.Once completed, he will review the mechanics diagnostic who looked at the vehicle. He did not offer to repair the vehicle. They are in my opinion buying time, not correcting the issues by repairing the vehicle.

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

  Business Response

  Date: 12/08/2023

  BBB Case ID ********
  We are in receipt of the customers additional correspondence. 
  Les Schwabs **************** Representatives, Store Managers and *********************** have conducted numerous investigations into ************************ claims and found them to be completely without merit. Les Schwab respectfully disagrees with the allegations in ************************ report and does not wish to do any further business with **********************.

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20612658
  
  I am rejecting this response because: Somebody from the ********, Oregon office gave me a call and questioned me and asked me to go down and get a diagnostic done on the vehicle and then they would see what they could do to help me remedy the situation. Im still in the process of going to be doing so. Unfortunately, Im not able to do so within time constraints so they will have to hold off for a little while, and understand that people do live their lives. And they work and they have children. I do intend on getting a diagnostic done On my vehicle. it would be in Les Schwabs best interest to understand that its going to take me a little while before I can do this. If they believe that there is no merit to my allegations then well have to go ahead and take it to court if theyd rather go that route. Thank you, I hold Les Schwab fully accountable for the damage that was done to my vehicle and if they dont remedy the situation, we will have to have an attorney deal with a matter immediately which do they prefer? Thank you ****************************** 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/10/2023

  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'm deeply disappointed with the service my wife received at Les Schwab Tires. This used to be a respectable ***************** and it has fallen very far from that standard. Despite having a warranty, they refused to honor it when she went in for a tire rotation. What's more concerning was the disrespect she was shown during her visit. Women, especially when helped by other women, should not make others feel stupid when they go in to ask for assistance. This is why I sent my way to Schwab, to be taken care of in my absence if I'm unavailable. Customers trust businesses to uphold their commitments, and it's concerning to see such blatant disregard for both warranty agreements and basic courtesy. We expected better and will be taking all of our future business elsewhere.

  Business Response

  Date: 09/12/2023

  BBB Case ID ********
  We regret the customers had a negative experience at the ********, ********** Les Schwab. We take customer reports seriously and diligently work to immediately address customer concerns.
  ********************** is committed to providing the best customer service possible and would like to work with Mr. and ********************* to resolve the concerns raised with your office. If Mr. and ********************* contacts Les Schwabs Assistant Manager, ****, at the Centralia store at ************, he will attempt to resolve their concerns.
  
  

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20580994
  
  I am rejecting this response because: a manager named ***** spoke to my husband and explained that he was concerned by the company's actions and wanted to make it right. He even shared that the store refused to service the tires without obtaining the mileage. He explained that they essentially had no Right in not at least attempting to help. We told him that we were going to be taking our business elsewhere but that there was a warranty associated with these and that it should be taken care of which he agreed to. He explained that he would have someone reach out to us. This statement by the company just seems like an active dismissal. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/19/2023

  BBB Case ID ********
  We are in receipt of Mrs. ********* additional response.  Soon after receiving a copy of their initial report, Les Schwabs **************** Representative, *****, reached called and spoke to ******************** in an attempt to to resolve the concerns raised with your office. ***** and ******************** both agreed to take the vehicle to the *********, ********** tire center location to have the warranty work performed.  If Mr. and ********************* contacts Les Schwabs Assistant Manager, ****, at the Centralia store at ************, he will attempt to resolve their concerns.
  
  

• Initial Complaint

  Date:09/09/2023

  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.

  We brought my wifes vehicle in to balance her new tires. This is the third set of tires in a row, due to the first two sets being defective. Our vehicle was only to have its tires balanced however, they gave the vehicle back to my wife as they were closing for the day claiming it was fine then proceeded to lock the door and leave. When my wife got back into the vehicle and started it, all warning lights came on, the backup cam was not functioning, the power steering wasnt working, none of the safety features are working i.e lane change/driver assist, park assist etc. Not only have they failed to provide safe tires twice, they now released my wife the vehicle after creating a plethora of new dangerous issues. This shop is going to hurt someone, if not worse.

  Business Response

  Date: 09/12/2023

  BBB Case ID ********
  We regret the customer had a negative experience at **********************. We take customer reports seriously and diligently work to immediately address customer concerns.
  ********************** is committed to providing the best customer service possible and would like to work with ********************** to resolve the concerns raised with your office. If Mr. *************** contacts Les Schwabs **************** Representative, ***, at ************, he will attempt to resolve his concerns.
  
  

• Initial Complaint

  Date:09/08/2023

  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 7/12/23 the ***************** Tire Center at ************************* put new tires on my 2020 ****** Tundra while I was visiting my daughter who lived a block from this store. The next day on the way back to ***********, my tire pressure warning system (tpws) lit up saying there was a malfunction. After returning to LO, I took the truck to my local Les Schwab on Boones Ferry on 7/14. They relearned the tpws and told me that I needed to drive the truck a bit and the system would reset, Over the weekend the tpws still did not show any tire pressure readings and the warning light periodically came on. I returned to the store on 7/17 and ***** relearned the system and manually checked the pressure in the tires. When he did this, he found one of the new tires was 20 pounds over pressure and another tire was 5 pounds under pressure for $1400 tires that had been on the truck less than a week He again told me I would need to drive the truck to get the tpws to read the pressure.After driving for 2 days, I still had no pressure readings and the tpws would periodically indicate a warning lightI returned again on the 21st and the 24th. On the 24th, I told them I did not want the truck back until the tpws worked. When I was called to pick it up, the tech assured me they had put new sensors in that would fix the problem, but when I picked the truck up the ** did not show new sensors were installed.I returned again on 8/9 and asked for a Manager. I was assured he would make cerain the issue was resolved. Later I was called and told they could not fix the issue and I would need to take the truck to a ****** dealership and Les Schwab would reimburse me for the repairs.9/5 **************** installed new ****** tire sensors. tpws now operates properly. I took the $940 repair bill to *** at the Boones Ferry store which is the location that told me they would reimburse me. *** then told me he would have to get the OK from the **** store. Now *** is not returning my calls

  Business Response

  Date: 09/21/2023

  BBB Case ID ********
  We regret the customer had a negative experience at ********, Oregon Les Schwab Tire Center. Les Schwab prides itself on superior customer service, takes concerns very seriously, and investigates the underlying facts of all customer concerns.  
  ********************** would like to work with the customer to resolve the concerns raised with your office. If ****************** contacts the store manager, *****, directly at ************, he will attempt to resolve his concerns.
  
  

  Customer Answer

  Date: 09/28/2023

  Complaint 20572958.  This complaint was NOT resolved in any fashion. I am sorry, I had spoke to *********************** at the Les Schwab **** store after your email last week and had anticipated he would be in contact again by now but I have I have heard nothing further.  I am sorry I missed the update window but hope you can continue my complaint as unresolved.
  Thank You

  Customer Answer

  Date: 10/13/2023

  *************** with the requested clarification.  I attempted to contact ****** (Bend store Manager) but was connected to ********************* who said he was ******* counterpart.  We had several conversations where he indicated he was investigating the matter which included reviewing video of my truck being serviced at both facilities (**** and ***********) as well as conversations with Tre at ****************.  In his investigation at that point, he had determined that Les Schwab had not replaced the tire sensors as I had been told they had done on two occosassions.
  Based on our conversations, I felt comfortable that they were going to take care of me and let things lapse. It was only after receiving notification that the BBB was closing my case that I realized I had not heard anything further from *****. I tried to contact ***** but he was on vacation.  I followed up on 10/11 and left a message for him but did not receive a call back. I called again on 10/12 and was able to reach him. He said that he thought things were taken care of and he was going to check his notes and call me back.  That was a day ago and no call back as of this time
  At the bottom of the repair orders that Schwab provides states that they are required by the National Highway ******************** to make certain that the vehicles with tire pressure warning systems have operable systems when tire service is performed. Les Schwab failed to do this and continue to fail in making things right. 

  Customer Answer

  Date: 10/17/2023

  Attached is email communication between the Manager of the Bend, OR Les Schwab and myself.  After not calling me back on 10/12 as I was told he would, he sent me an email on the evening of 10/14 indicating that again, he would call me on 10/16. This is the evening of 10/17 and no call at this point

  Business Response

  Date: 10/20/2023

  BBB Case ID ********
  We are in receipt of the customers additional correspondence. According to Les Schwabs records, ****************** brought his 2020 ****** Tundra (vehicle) to the Bend, Oregon Les Schwab tire center and purchased and installed four new tires on July 12, 2023.  On July 19, 2023, ****************** brought his vehicle to our ***********, Oregon tire center and informed them his **** light was on. The *********** tire center technician performed a relearn to clear the illuminated light. On July 24, 2023, ****************** returned again with the **** light on. The tire center technician again reset the sensor. On August 9, 2023, ****************** returned with the **** light on. The tire center technician reset the sensor again and recommended taking the vehicle to the dealership to further diagnose the issue. 
  When Les Schwab first learned of Mr. ******** report and requested reimbursement for new sensors installed at the dealership, our store managers immediately began investigating his claim. According to ******************, the dealership informed him they do not provide service to aftermarket sensors. At no time did Les Schwab replace the **** sensors on Mr. ******** vehicle and confirmed this after review of the surveillance video each time the vehicle was in to have the sensors reset. It is unknown why ****************** had his **** sensors replaced at the dealership. 
  Although Les Schwab respectfully disagrees with the allegations in Mr. ******** report and are unwilling to resolve them for what he asks, we would like to assure Mr. ************* that Les Schwab remains committed to providing the best service and products possible. 
  
  

  Customer Answer

  Date: 10/21/2023

   
  Complaint: 20572958
  
  I am rejecting this response because:

  Les Schwab seems focused on whether the sensors where factory or after market.  Whether Les Schwab did or did not replace the sensors is not important.  
  The issue is that I brought the truck in with a functioning **** system.  The reason I decided to get new tires was I had a low tire pressure reading come on during my trip to **** so I know the system worked on that day (also the tires were getting up in miles).  The **** system failure warning came up the first time I drove the truck the next day.
  I gave Les Schwab five chances to repair the **** (there was a visit on 7/17 where ***** met me in the parking lot and had me pull to the west end of the *********** store.  He relearned the system and checked the tire pressures.  He told me one wheel had 20 psi too much and another was 5 psi too low.  This is five days after ************** had professionally installed the tires. I never went inside the store on that trip so there was no R.O. created).. Each time I left Les Schwab I was told that I needed to drive the truck for a while before the sensors would correct although the 7/24 R.O. states that All sensors read okay but that R.O. also states that the tires were all 5 psi too low!?  I never picked the truck up where I had anything but dashes showing for tire pressure readings.  I am not sure what was meant by the sensors read okay other than there may not have been a warning light.  After each visit, including the tire replacement, I would get a **** malfunction message after about 40 miles of driving. 
  After the fifth visit, I was told I would need to have the problem repaired at a dealership (written on the *** and Les Schwab would reimburse me.  I WOULD NOT have done so otherwise and would have insisted Les Schwab fix the problem they caused. I took the truck to **************** (a reputable dealership that has been in business for 50 years and with whom I have a long relationship) and they replaced the sensors and the **** worked correctly WHEN I PICKED THE ***** UP.  
  When I returned to the *********** store for reimbursement I was told that ************** would need to be involved.  This was the first time that was mentioned as a factor.  ***** told me he would do so and call me back  Two days later I called him and also left a message in person.  I still have never had a call from him.  It was only after filing with the BBB that I got a call from ***** at **************. He also indicated several times that he would call me back and would fail to do so.  The service writer at **************** also indicated that he left several unreturned messages.  
  Les Schwab seems to want to blame the customer (me) for getting the problem they created repaired.  ***** (**** Les Schwab) told me that sensors usually last ***** years.  My truck is a 2020 and the sensors failed immediately after Les Schwab replaced the tires.  Les Schwabs R.O.s all state that Pursuant to NHTSA, Les Schwab must install all tires and wheel combinations with functioning **** sensors.  That did not happen and Les Schwab seems to believe that if they stall long enough I will go away.  At this point, I intend to take the issue to small claims court and feel very good about my chances of prevailing.  I also am sure to share my story at every opportunity to warn others about todays Les Schwab customer service!

   

   

   

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

  Business Response

  Date: 11/06/2023

  BBB Case ID ********
  ********************** did not replace the **** in Mr. ******** vehicle nor did they agree to reimburse for replacement parts by ******* Nonetheless, Les Schwabs ************************ will conduct an additional investigation into Mr. ******** claims.
  
  

  Customer Answer

  Date: 11/09/2023

  I appreciate Les Schwab looking further into the matter but dispute the assertion that there was not a verbal commitment to pay for the repairs.  The last R.O. directs me to take the vehicle to a ****** dealer for repairs.  It is not reasonable to think that after five visits to Schwabs for repair of the problem they caused that I would then just accept that I was on the hook for fixing the problem and not clarify that Schwab would reimburse me before I left the store.
  Whether the Tpms sensors were replaced or not by Schwab is a non-issue. I now believe I was told by Schwab that they were replaced only to placate me after being frustrated by their repeated failures to fix the tpms issue. *********************** (Bend Les Schwab) email states that the sensors typically last ***** years.  This is a four year old truck but the tpms was rendered inoperable when the tires where replaced.   Les Schwab had five opportunities to correct the problem and did not, but then balked at how much the repair that actually fixed the problem cost.  As a result, I have been left with a $2380 bill and a lot of stress for tires that were supposed to cost me $1440. 
  Again, I appreciate the BBBs assistance with this complaint and also appreciate Les Schwab looking into it further.  I am hoping they agree to do the right thing as I am unclear how I could possibly be the one at fault and who should be absorbing the cost.

  Business Response

  Date: 11/17/2023

  BBB Case ID ********
  We are in receipt of the customers additional response. Les Schwabs ************************ are in the process of obtaining the facts and conducting an investigation and will be contacting ****************** shortly.
  
  

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20572958
  
  I am rejecting this response because: I am still waiting to hear their resolution  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/30/2023

  BBB Case ID ********
  We are in receipt of the customers rebuttal. Les Schwabs ************************ worked with ****************** to resolve the concerns raised with your office. Les Schwab believes ****************** is satisfied with the agreed upon resolution. 
  
  

  Customer Answer

  Date: 11/30/2023

   
  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 subject to actually receiving promised reimbursement.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/28/2023

  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.

  08/17/2023 I show up at Les Schwab needing new brake pads and rotors on my front two wheels of my ****** Camry **** in order to pass a brake inspection. ******* and ****, the manager, worked on my car. At 2:06 pm I paid $503.66 for the new breaks installed. The car was not drivable. The brake pedal was completely soft and unable to stop the car from moving, had to use emergency brake to stop the car. Was told to tow my car to another ***************** to finish the repairs. ******* and **** claimed the issue was caused from a malfunctioning master cylinder. Was offered to install a new one. I agreed, after installation the brake pedal is still spongey- about the same amount of pressure as before installation of new brakes- no improvement. I paid $283 for the cylinder and labor, refunded the next day for this transaction alone because they're aware that the problem has not been solved. They claimed the other issue was a malfunctioning brake booster, which they could not install. I arrived at 9am and left at 6pm. Did not pass brake inspection. Return the next day requesting another brake bleeding procedure and requested to observe to see if they're doing it correctly. After procedure, brakes still spongey. 8/21/2023 I go to a *************** ******************************************************************** to fix the spongey brakes. Issue was that the brakes weren't bled properly by Les Schwab, *************** fixed it, ended up passing my brake inspection. I paid $309.32. I return to Les Schwab same day informing them that the issue wasn't the brake booster in which they claimed to be. I tell ******* that I didn't mind paying for their parts but was dissatisfied of their service and asked for a partial refund. They denied the refund despite letting me drive off the lot with unsafe spongey brake pedal. They offered a free alignment test in which I declined because I now do not trust Les Schwab with any more repairs. I feel that Les Schwab is either inexperienced or untrustworthy of service.

  Business Response

  Date: 09/05/2023

  BBB Case ID ********
  We regret the customer had a negative experience at **********************. We take customer reports seriously and diligently work to immediately address customer concerns.
  ********************** is committed to providing the best customer service possible and would like to work with ****************** to resolve the concerns raised with your office. If Mr. ************* contacts Les Schwabs **************** Representative, ***, after September 11, 2023 at ************, he will attempt to resolve his concerns.
  
  

  Customer Answer

  Date: 09/08/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/14/2023

  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 Friday the fourth of August I took my vehicle in for a rattling nois coming from my back tire, I was told it was my hubs, given a quote for ******, and told that was definitely the problem, I took the car home after the repairs, the sound was still there I then returned the car on Monday the 7th of August, and they then verified with their technicians that the source of the sound was a loose piece on my brake caliper, not the hubs, I have contacted their cooperate, and store managers to be told there is nothing they can do. I was scammed out of a bunch of money for unnecessary repairs, and parts I did not need, and no one is helping me.

  Business Response

  Date: 08/17/2023

  BBB Case ID ********
  We regret the customer had a negative experience at the **********, Oregon Les Schwab Tire Center. Les Schwab prides itself on superior customer service, takes concerns very seriously, and investigates the underlying facts of all customer concerns.  
  *********************** Store Manager and **************** Representative worked with ****************** to resolve the concerns raised with your office. Les Schwab believes ****************** is satisfied with the agreed upon resolution.  We apologize for any inconvenience this may have caused ****************** and sincerely thank her for her patience.
  

  Customer Answer

  Date: 08/17/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/08/2023

  Type:Order 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 was a few weeks late on my payment but paid promptly in early July for Junes payment. I notified them Id be a a little late and they said it was fine. I received a bill saying I owed ****** which was so outrageous. I paid for July . I owe for August on the 15th and they are still saying Im late. My payment for August isnt do until the 15th. I always pay my tires off early very rarely making payments. I will never buy tires from them again. The manager was nasty and he told be dont bother calling head quarters theyll just send you back here. When a company cant even do basic math it gives one pause about using them for anything. They dont like it when woman have their stuff together. This is a good ole boy establishment. Its going to slow down and I hope they close. Dont use this company that cant do basic math. I will be telling all of my PT friends not to use this company as they are nasty and cannot do simple math. Good ole boys. Ugh the nerve.

  Business Response

  Date: 08/14/2023

  BBB Case ID ********
  We regret the customer had a negative experience at the *******, ********** Les Schwab Tire Center. Les Schwab prides itself on superior customer service, takes concerns very seriously, and investigates the underlying facts of all customer concerns.  
  *********************** Store Manager and **************** Representative worked with ************** to resolve the concerns raised with your office. Les Schwab believes ************** is satisfied with the agreed upon resolution.  We apologize for any inconvenience this may have caused ************** and sincerely thank her for her patience.
  
  

• Initial Complaint

  Date:08/07/2023

  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 had a credit card w/Les Schwab. I was making payments on that balance in 2017. I experienced several hardships that impacted many of my bills starting in 2018. I missed payments. When things were improving in 2020 I called Les Schwab ********* store and PAID OFF the card. As a hospitality worker I commonly made in person w/tips. but also used the website to pay online in 2017. Given the experienced hardship I called the store where my in person payments were made and made PAYOFF. I asked, what amount do I need to pay to payoff the account? Then I made the PAYMENT BY PHONE to the store location where in the past they applied my FULL PAYMENT AMOUNT TO MY BALANCE. On Sept 25th *********************************** full for $516 (see attachment) which is also the HIGH BALANCE. This should have been my last bill on a closed account when I zeroed out my balance. It was approximately a year later in 2021 that I took a look again at my credit report, APPALLED to see Les Schwab claiming I owed 150-something dollars to them as I discovered they absolutely did not apply my payment in full as they were suppose to and claimed to me that they would in paying to the ********* store. I completed a credit dispute but dispute form didnt provide the info for uploading the receipt of FULL BALANCE PAYMENT (attached here). Since that 2021 appalling discovery Les Schwab has increased the balance to $359 from that $150-something that resulted from les schwab's FAILURE TO APPLY MY PAYMENT IN FULL TO THE BALANCE WHEN THE Les Schwab ********* store representative indicated this PAYOFF amount of $516 (attachment) will PAY MY BALANCE IN FULL. At this time, I am not giving Les Schwab a single ***** more for the rest of my life. I paid it off and failure to apply my FULL PAYMENT to the amount due is shady business practice. ALL negative marks from Sept 25th 2020 onward MUST be correctly REMOVED on credit reports as ZERO BALANCE CLOSED ACCOUNT with NO ADDED NEGATIVE MARKS BEYOND THAT DATE.

  Business Response

  Date: 08/18/2023

  BBB Case ID ******** and ********

  We regret ************** had a negative experience with Les Schwab. We take customer reports seriously and work diligently to immediately address customer concerns.
  According to *********************** records, **************** retail credit account became delinquent in *********************************** the amount of $516. Once an account is sent to the collection agency, the collection agency charges its own fees. In July 2023, ************** contacted Les Schwab and requested a payoff amount. Les Schwab informed ************** she needed to contact the collection agency for this information. ************** refused, so Les Schwab informed ************** that the total payoff amount (principal plus fees) would be $875. ************** refused to pay the fees so the ***************** instructed the store to accept **************** payment of $516; however, the store informed ************** that the payment of $516 was not the entire amount due and that she would need to contact the collections agency to bring her account current by paying the remainder due of $359. As such, the report on **************** credit report is fair and accurate. 
  Although Les Schwab respectfully disagrees with the allegations in **************** report, we would like to assure ************** that Les Schwab remains committed to providing the best service and products possible.