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

  2842 Pocatello Ave American Falls, ID 83211-5459

• 

  Les Schwab Tire Center

  160 SE Bishop Blvd Pullman, WA 99163-4911

• 

  Les Schwab Tire Center

  4357 US Hwy 2 Priest River, ID 83856

• 

  Les Schwab Tire Center

  63360 Us Highway 93 Ronan, MT 59864-2717

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/13/2024

  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.

  I took in 4 brand new matte bronze wheels and 4 brand new tires to have mounted and balanced. I never had an issue there before on previous sets of wheels and tires so I assumed they would do a great job. Well they damaged 3 of my 4 wheels. The center bores are missing a bunch of the bronze powder coat finish and is now white, the inner barrel has scratches, compression marks from metal to metal on their machine, and one wheel looks like they tried to polish scratches out and is now glossy and not matte anymore. I am beyond disappointed and would like if they could replace them. I took them back to show the store manager and recorded him admitting that their machine caused this and saying that its normal and said the center caps will just cover it. I dont have center caps and thats not the point. He then said that he can have them taken to a wheel repair shop in ****** and that it would be 3-5 business days to get them back. I need them to drive my car. I asked for a refund because of the botched work which he didnt hesitate to give me but I still want them replaced with new ones.

  Business Response

  Date: 07/23/2024

  BBB Case ID ********
  We regret ************************ had a negative experience with the Greeley, *************; Les Schwab Tire Center. We take customer reports seriously and work diligently to immediately address customer concerns.
  ********************** *********************** has opened a claim and will conduct an investigation and will contact ************************ shortly.
  
  

• Initial Complaint

  Date:07/08/2024

  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.

  My son went to Les Schwab ************************ to get his tire serviced when an employee named **** told him to go to *********** with his people theyll fix it for twenty dollars. He was denied services and was discriminated against due to his race.

  Business Response

  Date: 07/15/2024

  BBB Case ID ********
  We sincerely regret the ******* family had a negative experience at the ******************************************************  Les Schwab takes complaints such as these seriously and thoroughly investigated Ms. ******** report.  The matter has been addressed with store personnel and appropriate corrective action is being taken.
  
  

• Initial Complaint

  Date:07/07/2024

  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.

  On June 5th 2024 I had phoned down to Les Schwab tire center in ***************** asking if they had time to get some water out of a tire, as I had a tire that had gone flat and when it was aired up I noticed it had some water in it. When I talked to the store I specifically said I want the tire dismounted and remounted as I knew there was water in it. They said to stop by and it would be a quick thing. I arrived at ********************** and within the first 15 mins they had me come back to tell me that my car had needed new bearings. I told them that the car had ajustable bearing and that they would be fine as they weren't very old. They had then told me that there was no water in my tire and that it just needed to be balanced. I firmly told them I'd really just like it to be dismounted to make sure. They stuck the tire back onto my car and told me that they had balanced it and it was good to go. I paid for my transaction and was told when I was leaving that they didn't dismount it. I was in a bit of a hurry so I left hoping that they were right. Got out on the interstate and my car was shaking so violently that I could barley keep it on the road. I had phoned back down to Les Schwab and told them, and they said it was caused by my bearings. My car didnt shake like this priory, so I decided to turn around and try to go to another tire shop. On my way back to ***************** the same tire that I told them that had water blew out on the interstate causing me to lose control and end up in the bar ditch. As soon as the vehicle came to a stop I got out and noticed the tire was spewing water (a lot of water). I also noticed they had out over 5 pounds of weight on my tire in random spots. My car now has broken cv axel, broken steering arms, bent parts, and a bunch of additional damage that they refuse to stand good on as they are saying its not there fault. If this isnt resolved Im planning on suing not only for the damage to my car, but for the time and putting my safety at risk.

  Business Response

  Date: 07/19/2024

  BBB Case ID ********
  We regret that **************** had a negative experience with the **************************************************. We take customer reports seriously and work diligently to immediately address customer concerns.
  According to *********************** records, on June 5, 2024, **************** brought his 2002 Isuzu Rodeo (vehicle) to the tire center to have a spare tire installed on the front left of the vehicle and informed the tire center technician the front right tire had water in it. The technician removed the wheel/tire assembly to inspect it. By removing this tire from the vehicle, it is obvious that there is no water in the tire. The tire was balanced in an attempt to address any vibration issues. When balancing a tire, the technician is measuring the weight distribution around the entire circumference of the wheel/tire assembly and adding wheel weights to address any imbalances. At this time, if there was water in the tire, it would be very apparent as the weight distribution would be consistently changing. This service would not have been able to be completed.  While this vehicle was in the bays, it was noted that his tires and bearings were in very poor condition. The bearings on the vehicle are not adjustable, but they do require a preload adjustment. The preload is a predetermined adjustment to ensure both inner and outer bearings are aligned. With this severe bearing movement, the tires can, and will acquire irregular wear; causing them to wear out sooner than expected. The customer declined the recommendations for tire and bearing replacement. Our team showed **************** the parts that they recommended for replacement so he could have a visual of why they are making these recommendations. The service that we performed was not the cause of Mr. ******* tire failure. We made appropriate recommendations which were declined by the customer
  Although ********************** respectfully disagrees with the allegations in his report and are unwilling to resolve the concerns for what he asks, we would like to assure **************** were committed to providing the best products and services possible.
  
  

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21953161
  
  ??I am rejecting this response because:?First of all thats a lie, everything you said is false and incorrect. When I called Les Schwab initially it wasnt because I suspected there was water in the tire, its because I knew there was water in the tire, and that the ONLY THING I WANTED THEM TO DO WAS TO DISMOUNT THE TIRE AND REMOVE THE WATER. I was in a hurry that day and needed to be somewhere so I called ***************** as they said they would do as I HAD ASKED OVER THE PHONE, and I would be in and out quickly. I have a witness to this conversation as well! Also the bearings that Les Schwab are saying that were bad is 100 percent a LIE. I cant upload a video on here cause its to large, but Ill upload a photo of the bearing that was taken out during the work that HAD TO BE COMPLETED DUE TO LES SCHWAB LEAVING A TIRE ON MY CAR THAT THEY DEEMED SAFE WITH WATER IN IT! The bearing pictured above is one of the two that were taken out of the rotor. These bearings have less then ****** miles on them and are still in nearly new condition. There is no pits, dents or dents in the housing, the rollers are free from scratches, dents and pits as well and all move freely. These bearings are ALSO ADJUSTABLE WHEN IT COMES TO TIGHTNESS ON THE ***** Which is why when I had Taken it to Les Schwab that they showed me the tire itself could be shaken back and fourth. These guys thought just because a (gay male) came in with what I said was water in my tire didnt know what I was talking about. I probably have more education in mechanics then any of their techs as Ive been working on tractors and Diesel engines my entire life! These techs are responsible for the damage that they caused my car after I had left with water in my tire, a which caused further damage to my vehicles front end. Hopefully in there next message they can provide some truth and what they are going to do to help the customer instead of backing up their lies with more lies! 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/07/2024

  BBB Case ID ********
  We are in receipt of Mr. ******* additional response. Les Schwabs **************** Representatives (CSR) conducted a thorough investigation into Mr. ******* claims. As Les Schwabs previous response states, excessive movement is  going to cause premature wear on his tires as well as other front-end components because the wheel and tire are shaking at the hub. The hub is connected to the CV axle that is in question. We are not liable for this damage. Les Schwab recommends reaching out to whoever installed his bearings less than ****** miles ago, because they were not installed to the manufacturer's specifications. This will indeed cause a CV axle to be worn out prematurely because it has excessive movement, which these axles are not made to handle. This would have a direct relation to the tire issue as well as his broken CV axle. We do not accept liability for this damage. We made the proper recommendations while his vehicle was in our care, but they were declined.
  The photo **************** submitted shows a tire that is halfway dismounted. It has visibility of the inside of the tire. It does appear there is moisture in there that would not cause the damage that he experienced. In fact, there are numerous agents that are installed into tires for balancing purposes. They are made to distribute weight around the tire for balancing purposes. These agents can range from liquid, sand, beads, and even golf *****. This amount of moisture in his tire will have no effect on these components. The biggest issue with having moisture in a tire, is during the winter, it can potentially freeze. At that point, it would not be able to distribute the weight, causing excess issues. 
  Although Les Schwab respectfully disagrees with the allegations in his report and are unwilling to resolve the concerns for what he asks, we would like to assure **************** were committed to providing the best products and services possible.
  
  

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 21953161
  I am rejecting this response because: I am addressing Les Schwab's statement from their previous reply. First and foremost, I must point out the contradiction in your initial response. You are now attempting to hold someone accountable for an issue that you previously acknowledged as problematic, despite my clear evidence showing that the bearings your technicians labeled as "WORN" were actually not. Additionally, you continue to overlook the fact that those bearings are tightened not only to the CV axle but also to the hub. I am also perplexed as to why you cannot directly answer my question regarding my initial call to Les Schwab, where I specifically inquired if you had the capacity to dismount a tire and remove the water. You confirmed that it could be done in under 20 minutes. As a paying customer, I requested a straightforward service that seems to have been performed merely to entice me into the store for an upsell. I wouldnt fabricate a reason to contact Les Schwab; I believe that the majority of your calls are related to issues with vehicles, particularly concerning tires and brakes. I can assure you that my car was not shaking before that day, which is precisely why I reached out. Furthermore, please verify the facts regarding the presence of golf ***** or liquid inside tires. It is guaranteed that if there is water in one tire, it must be addressed on the opposite side as well; otherwise, it can lead to a dangerous wobble at higher speeds due to uneven forces acting on one side. I paid to have that tire dismounted because I personally observed the significant amount of water inside it. Lastly, if there was an underlying issue with my car causing the shaking, why was it absent after you installed new tires in the same location without replacing any parts, using the same bearings? The shaking originated from a tire that your technicians deemed safe to reinstall on my vehicle, which clearly it was not, as evidenced by the photos of the same tire your team reattached with all their weights.
   
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/29/2024

  BBB Case ID ********
  We are in receipt of Mr. ******* additional response. Les Schwabs highly trained technicians that performed the service on Mr. ******* vehicle noted major issues with the bearings and the control arm movement when it arrived at the tire center. We are not liable for this damage. Les Schwab recommends reaching out to whoever installed his bearings less than ****** miles ago, because they were not installed to the manufacturer's specifications. This will indeed cause a CV axle to be worn out prematurely because it has excessive movement, which these axles are not made to handle. This would have a direct relation to the tire issue as well as his broken CV axle. We do not accept liability for this damage. We made the proper recommendations while his vehicle was in our care, but they were declined.
  Although Les Schwab respectfully disagrees with the allegations in his report and are unwilling to resolve the concerns for what he asks, we would like to assure **************** were committed to providing the best products and services possible.
  
  

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 21953161
  
  
  
  I have reviewed Les Schwab's response and must decline it again. It appears that they are now avoiding the main issue, which is what prompted this situation initially. Les Schwab was contacted for a straightforward repair that involved removing a tire from its rim and draining water from it. They agreed to this over the phone, yet the result was that they created further complications for the vehicle. Les Schwab continues to attribute false issues to my car, as these problems only emerged when this particular tire, containing water, was on the vehicle. I have provided photographic evidence of the bearings removed from the car, which they claimed could not be adjusted to the axle. These bearings are still in the car after being reinstalled and show no signs of damage, including scratches on the rollers or housing, nor any chips, cracks, or excessive wear. They insisted that my tire did not contain water, which I have disproven with videos recorded after they returned the car to me, having deemed it safe and free of water in the tire. This evidence indicates that the presence of water in a tire does not cause shaking, countering their incorrect assertions. What was meant to be a simple repair evolved into a more complicated issue. The added weight installed on the tire exceeded the maximum weight limit for any car tire, thus reinforcing the idea that it was unbalanced and they had knowledge sending it out the doors. While they argued that a tire with water would not cause a car to shake, this claim is only partially accurate. It holds true at lower speeds, but the opposing tire, whether front or back, must also carry the same liquid weight. This can be likened to a carnival ride where everyone positions themselves as far back as possible. Initially, as the ride accelerates, the chairs lift while riders remain grounded. However, at higher speeds, the g-forces experienced overpower the gravity keeping them seated. Similarly, a tire filled with water may function normally at low speeds, allowing the water to settle due to gravity. Yet, at higher speeds, the gravitational forces acting on the water become more complex as the gforces cause the water to stick in one spot. leading to the issue that caused major front end damage as well as me and my passagers saftey. For instance, if there were a gallon of water in my tire, that gallon would weigh approximately 8.3 pounds. If an 8-pound weight is placed on only one tire of a car traveling at 75 mph, the implications are significant.
  Id greatfully like Les Schwab to acknowledge their responsibility and provide me with a settlement of $2,500 to cover the damages, inconvenience, and the time spent addressing these issues. I will consider their response as satisfactory if it demonstrates their commitment to ensuring my satisfaction as a customer, and to them as a Accredited business. 
  Thanks 
  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/01/2024

  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 sent the following complaint to Les Schwab on 6/17/24 and received no response: On 3/02/2024, I purchased 4 "all season" tires from the **************************************** location for $1,247.88. At the time of this purchase, I was told that I could store the tires at Les Schwab for $125 per year, and that the seasonal change-over was free of charge. On 6/10/2024, I went to the *********** location to do the seasonal change-over and storage. At the time I made the appointment online, the price for the change-over was listed as "$0.00". It wasn't until after the tires were changed and stored that I was told that the cost was actually $99.96 for the change-over, and $124.95 for the storage. At that time, I was also told that the $125 charge happens twice a year, not once per year. So, instead of a total of $125 per year, the actual charge is $448 per year. This is a huge difference, and had I known this BEFOREHAND, I would not have done it. I was provided with inaccurate and misleading information from three different Les Schwab employees at different times and different locations. And the website also provided inaccurate and misleading information. This is not okay. I expect a refund of $323 (the difference between what I was told the charge would be, and the true charge). Thank you. Customer #**********;

  Business Response

  Date: 07/10/2024

  BBB Case ID ********
  We regret the customer had a negative experience at the *********************************************************. 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 our store Manager ,****, directly at ************, he will attempt to resolve her concerns.

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21928955
  
  I am rejecting this response because:
  I will do my best to reach out to Les Schwab by phone at the number indicated in their response and see if we can resolve the issue. The business is also free to contact me. Having said that, I think I clearly explained the nature of my complaint and what I hoped would be a resolution. So, again, I will reach out to the business, but I don't want to close the complaint until a resolution has been agreed upon.
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/25/2024

  BBB Case ID ********
  We regret **************** had a negative experience at the ***********************************************************************. Les Schwab prides itself on superior customer service, takes concerns very seriously, and investigates the underlying facts of all customer concerns.  
  Soon after receiving a copy of this report, Les Schwabs store manager contacted **************** and worked with her 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: 07/26/2024

   
  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.Per the 7/25/2024 phone conversation with ****, Manager at ***************************************** will cover the cost of 4 additional change-overs (value of almost $400 total). I will still need to pay the $125 for storage.Les Schwab will move my tires to the ***************** location (they are currently stored offsite). Then, for the future change-overs, I can go to the Tigard location and have that done. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/22/2024

  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.

  Took my car into LS location in *********, ** for an alignment. Was told it would take an hour. Two hours later, I called and the person said "oh, um, they're working on it." Another 90 minutes later they called me and said my tie rods were seized, and needed to be replaced for over $500, or they could not complete the alignment. Also said that they were so bad, they would have to be cut out of the car. I felt I had no choice so I approved this work. Was called later and told they could not finish it this day, and would have to leave the car overnight. The next day, SIX hours after they opened, I called, and was told someone was about to start work. I told them I wanted the parts they removed, for inspection. HOURS later I was called and told maybe the car could not be finished that day, either. I demanded they finish it. At 8:30 PM, well after they were closed, they finally called and told me the car was ready. When I went in, the desk person lied to me and told me they started at 11:30, when I was told on the phone at 1 PM that no one had started. In any case, this was NINE hours after they claimed to have started, and that was 24 hours after they took my car. Tie rods take an hour to replace. And, not only did they lie about all this, they did provide me with almost all the parts they replaced and NOTHING was frozen or seized.

  Business Response

  Date: 06/25/2024

  BBB Case ID ********
  We regret the customer had a negative experience at the ******************************************. Les Schwab prides itself on superior customer service, takes concerns very seriously, and investigates the underlying facts of all customer concerns.  
  Soon after receiving a copy of this report, Les Schwabs store manager contacted ******************** and worked with him 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.
  
  

• Initial Complaint

  Date:06/14/2024

  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.

  LIAR! LIAR!! LIAR!!!******** told me there was 1" of steel showing thru my tires and that it was totally unsafe to drive my car home. I trusted him... BAD MISTAKE! $369 down the drain! :-(The tire actually had one little strip about 1/32"... DEFINITELY NOT 1" wide!!!When I complained to the manager, ******, he scoffed at me and laughed. I WILL NEVER TRUST THEM EVER AGAIN!!! LIAR! LIAR!! LIAR!!!

  Business Response

  Date: 06/25/2024

  BBB Case ID ********
  We regret that ******************** had a negative experience with the Antelope, California Les Schwab. We take customer reports seriously and work diligently to immediately address customer concerns.
  According to *********************** records, on June 12, 2024, ******************** brought his 2021 *** 430 Series (vehicle) to the tire center for a pre-trip safety inspection and tire rotation. The technician working on the vehicle noted the left rear tire had steel belts showing and recommended replacing the tire. They were unable to perform the tire rotation due to the extreme wear to the tire. Les Schwabs **************** Representatives viewed the photo ******************** provided with this report and agreed this tire is unsafe to be on the road. There is severe irregular tire wear, likely caused by a suspension or alignment issue. If there are cords exposed on a tire, it is unsafe to drive on because it can fail at any time. ******************** agreed to replace the left rear tire. He later reached out to the management team and spoke to Assistant Manager, ****, regarding his concerns. **** attempted to explain that the exposed cords on his tire deem a recommendation for replacement. ******************** felt that it would be okay to drive on further. In an attempt to settle ****'s concerns, **** refunded half of the price of the tire back to the customer, as a sole gesture of customer service. 
  Although ********************** respectfully disagrees with the allegations in his report and are unwilling to resolve the concerns for what he asks, we would like to assure ******************** were committed to providing the best products and services possible. 
  
  

• Initial Complaint

  Date:06/06/2024

  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 went to the Les Schwab in *******/Sublimity, OR on April 20th 2024 to get an alignment on my 2017 Silverado 2500HD. I spent $114.99 on the alignment. I do not drive this truck everyday. It is mainly on the weekends. I noticed in late April that I would have to have the steering wheel held towards the right for it to go straight. I didn't drive the truck for a few weeks. The next time I drove it was was worse. This past weekend June 1 & 2, I drove the truck quite a bit. I noticed the steering was even worse than before. On Monday June 3rd I called Les Schwab about getting the truck aligned. She said she could get me on the schedule for June 4th. She then said you are past the 30 day warranty period so we will have to charge you for the alignment. At this point I had driven the truck only 500 miles since the alignment. I have made no changes to the trucks shocks, front end, wheels, tires, or anything else that could change the alignment. I was very frustrated to hear that I would have to pay for it again. I decided to take it to a different tire shop since I was going to have to pay. June 5th I went to ******* Tire Pros. While I was in the waiting room they came to get me. The pointed out that the jam nuts were completely loose. They said "I won't say that you would have died from this, but you could have lost steering in one or both wheels." To sum it up Les Schwab aligned the truck but did not tighten the bolts back down. I had been driving my truck in an extremely unsafe situation without knowing it. I would like a refund for the alignment from Les Schwab.

  Business Response

  Date: 06/06/2024

  We will credit back the alignment and would not have charged to redo the alignment. 

  Customer Answer

  Date: 06/06/2024

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

• Initial Complaint

  Date:06/04/2024

  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.

  6-3-24 my daughter went in for rear brakes, then hours later won't release vehicle because of more brake issues. Called manager and "technicians" didn't know( not professional). I agreed reluctantly because how many hours to replace a simple master cylinder(3hours), then second day ****** gets a call that they(technicians) ordered wrong part, now waiting another day plus install. Again not professional I am a licensed plumber in ****************( L&I ) and they aren't licensed mechanics, but charge premium. I am not a mechanic, but have done this job in many of my vehicles, in half the time and half the cost. Convenience does cost, but PROFESSIONALISM IS WHAT IM PAYING FOR

  Business Response

  Date: 06/18/2024

  BBB Case ID #********
  
  We regret the customers had a negative experience at the *********************************************. Les Schwab prides itself on superior customer service, takes concerns very seriously, and investigates the underlying facts of all customer concerns.  
  Soon after receiving a copy of this report, Les Schwabs store manager, ****, contacted the customer, ******, who informed **** she was happy with the service and felt the price was very fair and reasonable.  ****** is not disputing any portion of the transaction.
  
  

• Initial Complaint

  Date:06/03/2024

  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.

  This debt collector violated the ***** by engaging in abusive, deceptive, and unjust practices. They provided this account in violation of our agreement, and I did not affix my signature to it. Two parties are required to sign a legally binding contract; I did not take any part in the signing process. Furthermore, in noting my dispute of the account(s), they failed to adhere to the correct procedure, which is a clear violation of 15 USC 1692e(8) and constitutes unjust business practices. I am not alleging identity theft, but rather unjust business practices, third-party communication, and other violations caused by this debt collector's use of abusive language in correspondence with me while attempting to collect on an alleged debt. Complaints with the Attorney General and the Better Business Bureau have been filed and dispute letters have been mailed to this debt collector; supporting documentation will be furnished. I demand that this company removes my account(s) from all three credit reporting agencies due to the violations: LESSCHWABT - 5650****If they fail to do so, I will be compelled to escalate the matter to my litigation attorney. I have been advised that the company's failure to indicate my account as "consumer disputes" on my credit report constitutes a violation for which I am entitled to take legal action against them.I demand that this company delete these accounts on my credit report or I will have no choice but to forward this to my litigation attorney.

  Business Response

  Date: 06/14/2024

  
  BBB Case ID ********
  We regret that ****************** had a negative experience with Les Schwab. We take customer reports seriously and work diligently to immediately address customer concerns.
  According to *********************** records, ****************** applied for and opened a retail credit account on February 21, 2021. He made charges to the account and payments until July 29, 2022. On January 28, 2023, after multiple attempts to collect the debt, Mr. ******** account was written off with a balance due and owing of $347.04. The account was then sent to collections. Pursuant to paragraph VIII C. of the retail credit application, which ****************** signed February 21, 2021, which states ...if either (1) Buyer fails to perform its obligations under this Agreement Then Seller may exercise any and all of its rights and remedies under applicable Law and this Agreement, including without Limitation: Charge Buyer all fees, costs and expenses of restocking, special order, repossessing the goods, selling them, and all fees, costs and expenses of any other efforts to collect what Buyer owers to the fullest extent allowed under applicable law.
  Although Les Schwab respectfully disagrees with the allegations in his report and are unwilling to resolve the concerns for what he asks, we would like to assure ****************** were committed to providing the best products and services possible. 
  
  

• Initial Complaint

  Date:05/31/2024

  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.

  They misquoted the work that needed done on my truck so I asked them to assess it and call me back with the new quote. They never called to update me on the new quote but instead completed a bunch of work I would have had done someplace else bevause their price was almost $300 more than I originally agreed to. They also forced me to purchase an upgraded part in order to complete the unauthorized work bevause they claimed to be out of the part my truck needed, but they did not inform me until the work was almost done. The sales receipt states that I authorized the work "at 10:52am" for $576. I did not authorize any work as they did not contact me at all, and the final amount was for $745, not the amount they claimed I authorized. I want a refund.

  Business Response

  Date: 06/13/2024

  BBB Case ID ********
  We regret that ****************** had a negative experience at the **********, Oregon Les Schwab tire center. We take customer reports seriously and work diligently to immediately address customer concerns.
  According to *********************** records, ****************** brought her 1990 **** F250 (vehicle) to the tire center to have the front brakes replaced. Les Schwabs technician working to perform the brake service informed Ms. ******** husband, who waited at the tire center while the work was being performed, the quote would change due the parts having to be sourced locally. The technician showed ****************** the damage to the rotors, ****************** authorized the new price prior to the work being performed, and ****************** paid for the brake service. 
  Although Les Schwab respectfully disagrees with the allegations in Ms. ******** report and are unwilling to resolve her concerns for what she asks, we would like to assure her Les Schwab remains committed to providing the best products and service possible.
  
  

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21786916
  
  I am rejecting this response because:

  I did not authorize any of the work that was done. My husband dropped the truck off for me and returned to find the work almost completed. He did not wait and did not authorize the work. The only phone number they had to call for authorization was mine, not my husbands, and i was not called back with a quote as is claimed on the receipt. Please see image of re empty in the original complaint. The receipt states that i authorized the work. I did not. The truck was already taken apart and the work mostly completed when my husband returned to check on the truck and the technician informed him about the more expensive part being required so he felt he not have a choice. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/02/2024

  BBB Case ID ********
  We are in receipt of Mrs. ******** additional response. Les Schwabs Store Manager, ****, reviewed the video footage of the day and time of Ms. ******** brake service and confirmed ****************** was in the bay, reviewed the brake technicians findings with him, and verbally authorized the additional cost to have the complete brake service sufficiently performed.The video file size was too large to upload here, but a copy is available. 
  Although Les Schwab respectfully disagrees with the allegations in Mrs. ******** report and are unwilling to resolve her concerns for what she asks, we would like to assure her Les Schwab remains committed to providing the best products and service possible.
  
  

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21786916
  
  I am rejecting this response because:
  This is exactly what I stated before. My husband left the truck to be assessed and les schwabb was supposed to call me with the estimate. When my husband returned the work was almost completed and the technician showed my husband that the work was almost complete and explained that we would need to pay for a more expensive part in order to finish the job. My husband was unaware that they had not authorized the work prior to starting and didn't feel he had a choice but to say ok to the more expensive part bevause the truck was already taken apart and a bunch of work had been performed. Thats what the tech was showing my husband. He WAS NOT GIVING HIM AN ESTIMATE Les schwabb LIED on the paperwork claiming I had authorized the work at 10:52am which never happened. They DID NOT CALL ME BACK TO AUTHORIZE THE WORK IN THE FIRST PLACE 
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/19/2024

  BBB Case ID ********
  We are in receipt of Mrs. ******** additional response. Les Schwabs records show that our technicians received the proper authorization to perform the work prior to performing the work.
  Although Les Schwab respectfully disagrees with the allegations in Mrs. ******** report and are unwilling to resolve her concerns for what she asks, we would like to assure her Les Schwab remains committed to providing the best products and service possible.
  
  

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21786916
  
  I am rejecting this response because:

   

  les schwabb did not obtain my permission to do the work on my truck. They falsified the document by stating they had ovtained authorization from me but that never happened. They went ahead and completed a bunch of work WITHOUT MY PERMISSION 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 08/07/2024

  BBB Case ID ********
  We are in receipt of Mrs. ******** additional response. As our previous response states, Les Schwabs records show that our technicians received the proper authorization to perform the work prior to performing the work. ******************* provided no new information for Les Schwab to consider. As such, this case should be closed.
  
  

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 21786916
  
  I am rejecting this response because:

  The les schwabb technician DID NOT obtain my consent to do the truck repairs. The paperwork states that they received my consent but THEY DID NOT CONTACT ME TO GET MY CONSENT. I was not contacted at the time listed on the receipt where les schwabb claims to have obtained my consent.  I did not sign anything consenting to the truck repairs performed by les schwabb. Les Schwann, PLEASE EXPLAIN, WHEN DID I GIVE MY CONSENT AND HOW?? Because I DID NOT GIVE CONSENT TO DO THE ***** REPAIRS THEY WENT AHEAD AND DID IT ALL WITHOUT MY PERMISSION
  
  Sincerely,
  
  *********************************