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:03/27/2023

  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.

  I WENT INTO LES SCHWAB TO GET ONE OF MY ****S REPLACED AS I RAN OVER A CURB. ALTHOUGH COME FIND OUT AS MY FRONT END WAS MAKING SOME NOISE I TOLD MYSELF IT CANT BE THE CV AXKLE AS I JUST REPLACED THAT PRIOR TO THE **** NEEDING FIXED. UPON CHECKING I REALIZED THAT THEY HAD PUT A SIZE BIGGER THAN THE OTHER ****S AND THEREFORE HAS CAUSED SOME DAMAGE TO MY NEW CV AXLE. I AM A SINGLE MOTHER AND NOT THE BEST INCOME TO AFFORD THE FIX THIS ISSUE IS GOING TO COST ME.

  Business Response

  Date: 03/28/2023

  BBB Case ID No. ********
  We regret the customer had a negative experience at the ********, *******  Les Schwab tire center.  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 ****************** contacts Les Schwabs store manager, ****, directly at ************, he will attempt to resolve her concerns.
  

  Customer Answer

  Date: 03/28/2023

   
  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:03/24/2023

  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 January 19th Les Schwab in **** installed and damaged new tire that i purchased from ****** Chasis for $170. My car was immobile and stranded at les schwab and they did not have nor could they order my tire since my rim/wheel are a sport size, make, and model. I pay 35$ to have Les schwab install. On January 31st I wake up to go to work and my tire is completely flat and unable to retain any air causing me to miss a day of work( $200). The nearest tire shop informs me that my tire is damaged and has a large bubble. I take it to ****** Chasis where i bought the tire thinking that it may be a manufacture defect to which the owner of the business and the worker examine and send images to the manufacture to find the cause of damage. All 3 parties confirm that the damage was made during installation. The tire formed a bubble from the clamp that was used to install the tire and the clamp scraped the inside of the tire while being installed. I call les schwab to inform them of the damage and have the owner explain to the manager "*****************************" that a "C clamp" machine must not be used for my specific rim/tire. The images show where the clamp scraped the inside of the tire as well as damaging the structure of the tire. I get the tire fixed with a tire that i had payed for on january 20th, but was not intended for the tire which was damaged by les schwab. I pay an extra 55$ for installation to norcal chassis and drive to les schwab to show the manager and file a claim. The manager refused to want to file the claim, and continued to deny the damage, until i persisted enough to be able to file. I filed the claim on January 31st and have been contacted only once to ask about images on Feb20, it is now march 21st and no resolution to their ignorance and negligent, caused damage.

  Business Response

  Date: 04/04/2023

  BBB Case #********
  We regret that ****************** had a negative experience with the ****, ********** Les Schwab tire center.  We take customer reports seriously and diligently work to immediately address customer concerns.
  According to *********************** records, on January 19, 2023, Les Schwab performed for ****************** an after hours flat repair on a tire purchased at a non-Les Schwab retailer. One week later, ****************** phoned the tire center and informed the store manager, ****, that the tire was again flat and informed **** the tire was damaged by a clamp Les Schwab used to dismount the tire when repairing the flat. **** filed an incident report with Les Schwabs ************************ (RSD) who conducted an investigation. ****************** submitted photos of the damaged tire. It was found that the damage was caused by driving on the tire too long with no air in it and Les Schwabs RSD denied ****************** claim. 
  Although Les Schwab disagrees with ******************** allegations, and are unwilling to resolve his report in the manner he requests, we would like to assure ****************** that we diligently investigated his concerns, worked in good faith to resolve his concerns in a fair manner, and remain committed to providing the best service possible to our customers.
  
  

• Initial Complaint

  Date:03/11/2023

  Type:Sales and Advertising 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.

  Had an appointment with the ************ location to replace rear control arms and THEN have a wheel alignment performed. This vehicle has had two previous wheel alignments and the vehicle does indeed have identified mechanical issues that needed to be addressed before yet again another wheel alignment was performed. Wheel alignments are expensive and costing around $130 each attempt. I took my vehicle into the shop on Saturday, March 11, 2023 for this appointment to have the rear upper control arms replaced and then have an alignment performed. The shop proceeded to first align the vehicle and then inform me that they were unable to source the parts need to replace the rear upper control arms. When I picked up the vehicle and was informed that I had a wheel alignment charge that needed to be paid before I could receive my vehicle. I question this deceptive business practice of aligning the vehicle first before they were unable to complete my request to have the rear upper control arms replaced. This is a reasonable request and not outside of the the scope of their general business operations. I think that is reasonable to have control arms replaced BEFORE attempting yet again another wheel alignment at $130 each attempt.

  Business Response

  Date: 03/16/2023

  BBB Case ID No. ********
  We regret the customer had a negative experience at the ********, ********** Les Schwab tire center.  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 ********************** contacts Les Schwabs store assistant manager, ****, directly at ************, he will attempt to resolve his concerns.
  

• Initial Complaint

  Date:03/04/2023

  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 have appreciated the service before recently when my brakes were worked on and over a period of 18 months in the last 24 months my completed brake system was completely replaced each time. I recently had the ball joints and some other alignment and steering components replaced and when I drove back home with a few days there was an incident that occured that placed a great strain on my business and also placed my life in danger. ****************************************************. The link is a small clip to the video and I have never experienced this and I drive an average and sometimes more than ****** miles per year and this only occurred after the most recent repair. I am requesting that this be resolved and that the services charges for this are refunded. I spoke to the location that I believe that there was a lack of attention to detail because I come to this location frequently and when the tires were purchased less than 1 year to 6 months ago the ball joint issues should have been addressed when the new tires were installed. This was not done and there was not an inspection performed and as the store has stated that my tires now have no warranty because they can find no records for any other work and alignment. There was also a most recent issue where I have a **** ****** legacy and the entire brake system was replaced for over $2,500 and the parts did not repair the issue and I was called by the Store to notify me that I would be billed the charges and that everything done did not fix the issue and it was the rear brake line and I have to get this fixed somewhere else. I took this issue and this was repaired for $1,200. This was another issue where attention to detail was not performed and focused on.I am ascking for a complete refund of the labor and parts for these 2 services and also for the brake systems installed. I am asking for this problem to be resolved as soon as possible because this is causing a major work delay.Acct #********

  Business Response

  Date: 03/09/2023

  BBB Case ID No. ********
  We regret the customer had a negative experience at the ***************************************************************************; 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 ******************** contacts Les Schwabs store manager, ****, directly at ************ he will attempt to resolve his concerns.
  
  

• Initial Complaint

  Date:03/04/2023

  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 1-17-2023 I took a flat tire into less Schwab and bought a tire for 365 dollars.I then put the tire on my truck and started driving home.My truck was veering so bad I got pulled over and got a ticket.I had bad luck that day, soon as I got on free way before I even realized the difference my truck was driving because I got the flat right off the exit. Well the next day I took the truck to local tire ***************** and they told me the size was different by a inch and since my other tires were old that it was more.I took the tire to less Schwab and told them the mistake and could I exchange it and allso by a matching one.I saw that there was actually a tire for 170 same size as my other ones and they told me I had to got to the other store because they didn't have that tire in stock but yes I could and then pay the difference.Well the other store long story short told me no. I explained to them that the store I bought it from got it wrong and gave me the wrong size not the size of the flat tire I took into the store, I didn't know any better at the time they looked the same to me. well they would give me a refund or credit or exchange Nothing and I only drove the tire from marrysville where I bought it from and home,then to the tire shop and to less Schwab.So I ended up same day going back to the tire shop and buying 5 used tires.One is my spare.So now I'm stuck with a tire brand ne even still has the little spikes on them with the receipt for no reason.Online it say 100% customer satisfaction or will refund. Obviously the wrong size tirenis not satisfaction.They treated me as if I was a broke lier.I have alot better things to do then lie and what.I wasn't asking for a free tire.I had there tire and the receipt and wanted to exchange for the right size tire and buy another one so at least two were new and then the next paycheck buy two more brand new tires.This was a simple situation that less Schwab failed Miserably.Allso payment was in my mother's name.

  Business Response

  Date: 03/07/2023

  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 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 him for his patience.
  
  

  Customer Answer

  Date: 04/11/2023

  Please put this on my last complaint fro. les Schwab.I sent a pic. with the information needed to find the complaint. 
  
  The manager called me and provided me with a full refund.Thank you less Schwab manager!!!
  

  
  

• Initial Complaint

  Date:02/17/2023

  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 took a flat tire in to the Les Schwab in ****** ****** on Prior Way. It was on February 2, 2023. After the tire was repaired and the car put outside, the manager approached me and stated the ball joints and struts were bad and needed to be replaced. I stated I had work done on the suspension just 18 months ago on some of the same items the manager was stating I needed. I asked the manager to prepare a bid and it came to $2,217.36. The store is number 957 and the quote is ***********. Salesperson ******************** P. I am a senior on a fixed income. I was very upset and had many sleepless nights wondering how I would be able to pay for the work. I decided to get a 2nd bid and asked around for a reputable repair shop as well as looked at reviews online. I took it to another shop and told them what I was told was wrong by the Les Schwab manager. As well, they inspected the work I told them had been done 18 months ago. Their conclusion was none of the work recommended by the Les Schwab manager was needed, the parts were fine, and the work that had been done prior, was fine. I hope you terminate the manager so he doesn't harm the unsuspecting and trusting customer. I am also going to the ****** ************************** and file a complaint. I've already filed one with the Better Business Bureau. No wonder your reviews total **** Stars out of 5. Poor at best. Shame on you for taking advantage of seniors and the trusting!!!

  Business Response

  Date: 02/21/2023

  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 would like to work with **************** to resolve the issues raised with your office. If **************** contacts the store manager directly at ************, he will attempt to resolve his concerns.
  
  

• Initial Complaint

  Date:02/14/2023

  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.

  On February 8, 2023, I took my vehicle in to get a front-end alignment in ************, **. The front end was just redone, so I needed it aligned. When I picked it up I could immediately tell that the alignment had not been done properly, the steering wheel was completely crooked and loose. I asked them to fix it, as I lived 45 minutes away and drive on very narrow river grade to get home and it wasn't safe to drive. First they denied it and after I proved the problem they agreed to take it back into the garage and fix it.When they finished the alignment the second time it seemed better. I drove to work and into town and it seems fine until February 13, 2023, I parked in my driveway there was a huge clunk and then the steering wheel was crooked and loose again. I called Les Schwab and told them what happened. They told me to bring it back in again and they would fix it. I informed them I didn't think it would be safe to drive, but that I used it to get to work so I didn't know what to do. They sent a tow truck to bring it back. Once onsite they inspected it and said it wasn't their fault, and that I would have to pay $350 for the tow truck. I don't see how the alignment wasn't a problem when it was the same thing as before and if something was wrong with the vehicle before, they should have noticed and told me, and they didn't. Luckily, I wasnt driving my two daughters on the river grade when it happened. I asked them to repair it and they refused, and I was out a vehicle and $350.I have done business with Les Schwab for 20+ years, and customer service and maintenance are not up to par any longer. I am very disappointed; I do not feel safe going there any longer.

  Business Response

  Date: 02/27/2023

  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 2009 Chevrolet Trailblazer (vehicle) to the tire center on February 8, 2023, to have an alignment performed after replacing the front end components himself. On February 13, 2023, **************** called the tire center and informed them he heard a clunk sound and did not feel comfortable driving the vehicle. The tire center agreed to send a tow truck to the customers residence on February 14, 2023, and agreed to pay the cost of the tow truck if the problem was caused by work performed by the tire center. When the technician inspected the vehicle he determined that the problem occurred because the right front lower ball joint was not fully seated and had come out of the joint. **************** had installed the right front lower ball joint himself prior to bringing it to the tire center for an alignment. The technician explained that Les Schwab is not responsible for checking, or fixing free of charge, work done by the customer, or another facility. Also, as explained, because the issue was caused by a faulty part installed by ****************, Les Schwab is not responsible for the tow bill. Les Schwabs store manager offered to perform another alignment for ****************, free of charge, if **************** wanted to repair the ball joint and bring the vehicle back in. If **************** wants to repair the vehicle, the ************ tire center will perform a complimentary alignment. 
  Although Les Schwab respectfully disagrees with the allegations in this report and are unwilling to resolve his concerns for what **************** asks, we would like to assure **************** that Les Schwab remains committed to providing the best service and products possible.
  
  

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19406619
  
  I am rejecting this response because:

  I took my ***** Trailblazer to another mechanic, and he agreed that the alignment was done improperly and that nothing that was done to the front end would have caused the ball joint to drop out the way it had. He realigned the vehicle for me and I have had no further issues. This was Les Schwab doing an incomplete job. He documented it for me as well, that it was NOT cause by any front end work, it was an incomplete/incorrect alignment.

  In addition I took my other vehicle, a Dodge pickup in three days after the first appointment with the Trailblazer, and it's steering wheel is also crooked and has a terrible wobble in the front end. I didn't know because my wife drives this vehicle, but since I drove it, I now have an appointment with a new mechanic to do it correctly. I will not be returning to Les Schwab for anything, as they do not do the job properly and it isn't safe, and I will be sharing this with all of my family and friends. I am sad to say, Les Schwab has lost several lifetime customers.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/12/2023

  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.

  Hi, I recently purchased a suspension kit for my car from amazon, and replaced my lower right control arm for my **** ****** sienna. I brought my car to Les Schwab in ******, ** address **************************************************, to get my camber adjusted so the wheel would be strait again. After my car was diagnosed, I was told that the control arm was put on the wrong side of the car, and that I would need a new one. They charged me over $500 dollars to replace it. Please see picture of the bill below. After I got home I looked at suspension kit I purchased from amazon that I purchased to fix my car. It came with 2 control arms left, and right, and 2 front inner, and out tire rods. After inspecting the other control arm I purchased I noticed that it was labeled with an L on it which means I installed the right control arm on the right side of the car. Please see picture below of the left control arm i haven't installed yet. It clearly has an L on it.(car parts left, and right are based on being inside the car to determine which side is left, and right. You can confirm this with any mechanic. Les Schwab lied to me about me putting my new control arm on my car on the wrong side of my car, and charged me over $500 dollars for a new one. I have no complaints about the other things on the bill they charged me for only the right control arm. I want my money back!

  Business Response

  Date: 02/17/2023

  BB 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 **** ****** Sienna (vehicle) on February 2, 2023, to the tire center for an alignment check after installing the right front control arm himself. The technician working to perform the alignment check noted the right front control arm was the incorrect one for that vehiclethe one installed was about 5 inches too short for the vehicle. The technician provided a quote to ****************** to have the correct control arm installed. On February 3, 2023, ****************** brought the vehicle back and had the correct right front control arm installed. At that time, the technician also recommended ****************** replace the left front lower control arm on his vehicle. ****************** declined to have any further work performed on his vehicle. If ****************** would like to bring the left control arm he purchased from Amazon to the tire center; the technicians can compare it to the correct one installed on the vehicle.
  Although Les Schwab respectfully disagrees with the allegations in this report and are unwilling to resolve his concerns for what ****************** asks, we would like to assure ****************** that Les Schwab remains committed to providing the best service and products possible.
  

• Initial Complaint

  Date:02/06/2023

  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 01/06/23 coming from Hwy 12, I was driving in my truck with my ******** **** niece. Upon dropping her off at their residence, a block off the highway, I got back on the same road & began to feel like I was losing pressure on my brakes. Within seconds, I was having to press full force on my brakes to attempt to stop even the slightest movement. Considering the floor is slippery due to the rain, this caused me to almost get into a collision. At that point, I feared for my familys life and immediately pulled over to the nearest area. I only recently started using my truck again, after I had the brakes changed by the company, as it was not being operated. I have been a loyal customer, and am extremely disappointed that something like this would happen as I can no longer trust their services. The well-being of my family is something I take very serious, which is why I use & ensure the services I received are warrantied. I first made contact with the ********* location on the morning of 01/07/23 explaining what happened(company closed during the incident) as that is where I received my services, & the response I received was extremely unhelpful. I am a Fairfield resident, and was told I would have to find a way to bring my truck in, and that nothing could be done about a tow as the brakes had been installed a couple months ago. It wasnt until, I inquired if I could take my truck in to a closer location, that the manager offered to speak the Fairfield location to receive the truck. This set back caused me to not find a tow truck available until after 5 pm on Saturday which meant I would be without a vehicle until 01/09/23 losing 3 days of work. It was inspected by the Fairfield location and confirmed the incident occurred due to a malfunction on their end but over all we were provided with very little detail. I have sent various emails, reached out to customer service and have not heard back from them at all. As of 02/06/2023, it has been 30 days with no response.

  Business Response

  Date: 02/14/2023

  BBB Case ID ********
  We regret the customer had a negative experience at theVacaville, ********** 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 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 him for his patience.
  
  

  Customer Answer

  Date: 02/14/2023

   
  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:01/25/2023

  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 brought my **** ******* Elantra into the Springfield Main Street location Les Schwab. I wanted to get an alignment done on my vehicle it was not driving very straight and all over the road. There was a grinding noise coming from the right front tire . My right front rotor was basically falling off there was no set s**** holding it on when I tried to replace the brake pads cuz I'm all brake pads were very new as I had just bought the car. I was informed I could not get the alignment unless they replace the tire and replace the wheel bearing on the left front. I told him I will replace you there somewhere else and had it installed. The next day I called Les Schwab to see if they could do the alignment that morning because I had to drive to Salem for work the upcoming week multiple times and was unsure about my vehicle being able to make it. Les Schwab told me they could not get a wheel bearing in until the following week. I called around to another location and asked if they could get the wheel bearing replaced for me and they told me they had no idea why the Springfield location told me they could not replace it as there were several wheel bearings in the system at various local locations. I agree to bring my car in that morning and have my wheel bearing replaced. When I got to the shop I talked with the guy that was going to do the replacement and corrected him as their notes from the previous location said left front needed to be replaced I corrected him and told him I did not want the left front replaced the right front is the one that is making me nervous and it feels like it's going to fall off. I told him do not replace the left front side if anything just don't do the wheel bearing replacement and call me back I will come pick up the car. I gave them my keys and left for a few hours they said the job would take about 3 to 4 hours I returned after 4 hours and my was on a lift with the left front tire taken off and the strut and the control arm taking off also there was nobody around I waited for at least another hour before witnessing the mechanic that told me he would do the job coming back from a lunch only to return working on the truck next to mine and not my vehicle. I was unsure as to why the left front was taken off as I corrected the employee prior to doing the job that the right front was the one that needed attention I'm not a mechanic so I assumed they knew what they were doing maybe they had to take both sides off to replace the wheel bearings I don't know for sure I'm not a mechanic. I waited another few hours until just about closing time and asked guy behind the counter that why they took the left front off when I asked him to do the right front. I told him that they did the wrong side and ask for a refund. Also the original quality gave me was for $320 for the price of the wheel bearing change I ended up paying $500 for an additional alignment and some other BS I didn't need. I was so ready to leave the shop waiting around from 9:00 a.m.

  Business Response

  Date: 02/07/2023

  BBB Case ID ********
  We regret that ************** had a negative experience with the Springfield, Oregon Les Schwab Tire Center. We take customer reports seriously and work diligently to immediately address customer concerns.
  According to *********************** records, ************** brought his **** ******* Elantra (vehicle) to the tire center on January 10, 2023, and informed the technician the vehicle was pulling in both directions. The tire center performed a complimentary pre-trip safety check to include an alignment check. The technician also provided a quote to ************** for a left front wheel bearing, hub assembly replacement with press off rotor, four wheel alignment, a new tire with TPMS rebuild kit and rebalance. That quote was in the amount of $602.94. No further work was performed that day
  On January 16, 2023, ************** returned to the Springfield tire center. ************** was provided with a quote for a left front wheel bearing, hub assembly replacement with press off rotor and a four wheel alignment. ************** had a tire replaced at a non-Les Schwab location. That quote was in the amount of $499.98. ************** gave authorization to perform the work. The technician noted that he replaced the left front bearing, adjusted the front and rear toe, the camber/caster is not adjustable on that vehicle, the vehicle had two different wheels on it and the check light engine was on. When ************** arrived to retrieve his vehicle, he informed the technician that he was replacing the wrong wheel bearing. The technician showed ************** there were no issues with the right front bearing and the noise ************** was describing was in the drivetrain, such as engine or transmission, and recommended ************** take the vehicle to a full service mechanic for an inspection. The tire center technicians confirmed the left front bearing had movement prior to replacing it. 
  Although Les Schwab respectfully disagrees with the allegations in this report and are unwilling to resolve his concerns for what ************** asks, we would like to assure Mr. *********** that Les Schwab remains committed to providing the best service and products possible.