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:04/02/2024

  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'd like to preface this with saying I have done a lot of business with Les Schwab over the years. brought my vehicle in at the end of January a rear ball bearing replacement as well as some front brakes and calipers. When I got my car back it was making a horrific noise and I took it back in. They said that they had put in a faulty sensor and replaced this part My ABS light was also on at this time, when it was never on prior to the wheel bearing being replaced. After more issues with my car that did not exisit prior, I brought it back in. The shop then replaced the bearing again with new parts, claiming they installed it wrong. My ABS light was still on, and Les Schwab claimed this as a battery issue, when I've never had issues with my battery prior. I brought it back in once more to have them replace the sensor that they had already twice prior. The sensor was the incorrect part according to the business. At this point, my ABS was no longer malfunctioning, but my entire alignment Is off and my car has been driving weird and incorrectly ever since. I had my alignment fixed at another Location and they did a great job. This location on ******** has been pretty disappointing. After having my car for 2 weeks and multiple wrong incorrectly installed parts later, my car is running worse than when I brought it in. When I came to pick up my car after the 2nd ball bearing replacement and before the last sensor replacement, I found that my car was broken into under thier supervision and several items of mine were stolen including my car registration. They were unable to see anything on camera. I filed an incident report and corporate has failed to reach out after over a month and many calls on my end. My car registration did not have my current address on it, but then was then returned to my place of residence under my windshield wiper with my current address and phone number hand written on it. I filed two police reports regarding the incident.

  Business Response

  Date: 04/09/2024

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

  Customer Answer

  Date: 04/25/2024

  Hello! I was notified that my Complaint has closed. I have been awaiting the bussines to contact me as they said they would in thier response to the Complaint and they STILL have not reached out to me. I would like to reopen my complaint until they reach out, which they have not. Let me know if I need to reach out to somewhere else! Thanks! 

  Business Response

  Date: 05/06/2024

  BBB Case ID ********
  We are in receipt of Ms. ******** additional response. Les Schwabs ************************ (RSD) sent a letter to ****************** April 12, 2024 and a check in the amount $500 as a sole gesture of customer service. They could not find any accounting of the $2,000 worth of alleged missing items or any evidence property was taken from her vehicle. Les Schwab is not responsible for any lost or stolen property. 
  Les Schwab is unwilling to resolve her concerns for what ****************** asks, but would like to assure ****************** that we remain committed to providing the best service and products possible. 
  
  

• Initial Complaint

  Date:03/22/2024

  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.

  Last April I purchased a set of tires with Les Schwab, included with that purchase is road hazard insurance, part of the Les Schwab guarantee, and part of the value of buying tires from Les Schwab. Last Saturday I went to get my tires rotated and balanced and they found the sidewall damaged so required the tire to be replaced. The tread is so new they can replace just one tire. However, the tech said it was caused by hitting a curb and it wouldn't be covered so I would have to buy a new tire. I asked for a manager and he said the samething. I called corporate and they had me call the store back saying they'd be able to take care of me. I called the store and was told that the damage was caused by hitting a curb. I told them I never hit a curb. After a back and forth I said I can't prove a negative, but I have not hit a curb. It is ridiculous that all they have to say is that its curb damage to wiggle out of their warranty and road hazard insurance. I called corporate back, and was told they'd call me back but never received a call back. I would like them to replace the tire and if the tread end up getting low enough that two tires need to be replaced, to replace both tires.

  Business Response

  Date: 03/26/2024

  
  BBB Case ID ********
  We regret the customer had a negative experience at **********************. ********************** prides itself on superior customer service, takes concerns very seriously, and investigates the underlying facts of all customer concerns.  
  *********************** store manager has been in contact with ********** and worked with him to resolve the concerns raised with the BBB. 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: 03/28/2024

   
  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:03/05/2024

  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.

  In October 2023, I visited Les Schwab for a total alignment of the front end of my vehicle. However, on March 4, 2024, I discovered a significant issue with the work done during my visit. Upon inspection, I noticed that one of the bolts on the toe adjustment of the left side was loose. Immediately upon discovering this issue, I took the initiative to tighten the loose bolt myself. Subsequently, on March 5, 2024, I contacted Les Schwab to address the loose bolt and request that they rectify the situation by making the necessary adjustments and fixes. However, to my dismay, when I visited the establishment the next day, the staff at Les Schwab refused to take responsibility for the error and remedy the situation. The staff at Les Schwab cited the length of time since my initial visit in October 2023 as the primary reason for their refusal to address the loose bolt issue. They claimed it had been five months since the alignment service was performed and implied that the loosened bolt resulted from normal wear and tear over time. I vehemently disagree with this assessment and explanation provided by Les Schwab. I explained to the staff at Les Schwab that bolts do not simply come loose due to regular driving or encountering potholes. I emphasized that failure to address the loose bolt could have severe ramifications for the safety and integrity of my vehicle. The entire structure of my car relies on these bolts to hold it together, and any negligence in addressing this issue could pose a significant safety hazard. Despite my concerns and explanation, Les Schwab not only refused to fix the loose bolt but also attempted to charge me for redoing the alignment service. Furthermore, they tried to shift the blame onto me, insinuating that I was somehow responsible for the condition of my vehicle and that the loose bolt was not a result of their workmanship. I am deeply disappointed by the lack of accountability and professionalism displayed by Les Schwab in handling this matter. As a loyal customer who has entrusted my vehicle to their care, I expected better service and a commitment to ensuring the safety and satisfaction of their customers. In light of the circumstances described above, I urge the Better Business Bureau to investigate this matter and intervene on my behalf to ensure that Les Schwab in *********** takes appropriate action to rectify the situation. I seek a resolution that includes a thorough inspection of the work performed on my vehicle, the tightening of the loose bolt, and any necessary adjustments made at no additional cost to me.

  Business Response

  Date: 03/14/2024

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

• Initial Complaint

  Date:03/03/2024

  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.

  Our car, an Aveo 2005, was leaking. My husband took it into Les Schwab, at ***************************************************************************** to have it checked. He was told that the brake cylinder needed to be replaced. We paid $637.33 on 2-20-24 for a master cylinder and bleed, flush and installation. The car continued to leak. He took it back and was told a hose wasn't connected. It continued leaking. He brought it back again and spoke with a manager. This time he was told that the water pump needed to be replaced, and they don't do water pumps. We had the water pump replaced elsewhere on 3-1-24. The leaking has stopped. Was the replacement of the brake cylinder necessary??

  Business Response

  Date: 03/06/2024

  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.  
  ********************** would like to work with the customer to resolve the concerns raised with your office. If **************** contacts our store assistant manager, ****, directly at ************, he will attempt to resolve her concerns.
  
  

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21379734
  
  I am rejecting this response because: the business hasn't made any response.  They wish to communicate verbally and I want clear, written response.  I am answering their last email with:

   

  "Hi *******,
  
  I found your statement that "I would hate to have any miscommunication or something taken out of context over email." interesting.  Verbal conversations are more likely to be subject to misinterpretations and misunderstandings.  Moreover, one can always later disavow anything verbally, by saying, "I never said that."  There is a reason why contracts are written rather than verbal.
  
  If you really wish to resolve this, it needs to be done in writing.
  
  ***********************"

   

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

  Business Response

  Date: 03/14/2024

  BBB Case ID ********
  We are in receipt of Ms. ******* additional communication.  According to Les Schwabs records, the master cylinder was indeed needed as the tire center technician confirmed the fluid level was low and leaking from the fitting under the master cylinder. The technician did loosen a coolant line to access the master cylinder during the replacement which leaked afterward. Les Schwab would like to work with **************** to resolve the concerns raised with your office. If **************** stops by the store or calls our store assistant manager, ****, directly at ************, he will attempt to resolve her concerns. **************** may also make an appointment online.

  Customer Answer

  Date: 03/21/2024

  I am sorry, I did not realize that I only had a week to respond.  I didn't see any point in going into the business.  I still question if the initial repairs were necessary.  I also question if the damage to the water pump was caused by Les Schwab.  While I don't know the answers to these questions, I do know that the total cost was over $1600, and I do know that Les Schwab did not act honestly.  In lieu of anything else, I will be doing an internet review of them.

  Thanks for your help!

• Initial Complaint

  Date:02/27/2024

  Type:Customer Service 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 am not liable for this debt with LES SCHWAB TIRE CENTER , I do not have a contract with LES SCHWAB TIRE CENTER, they did not provide me with the original contract as I requested. DEBT IS SHOWING UP WITH A OPEN BALANCE OF $608

  Business Response

  Date: 03/13/2024

  BBB Case ID ********
  We regret that ****************** had a negative experience at the ******, **********, Les Schwab tire center. We take customer reports seriously and work diligently to immediately address customer concerns.
  According to *********************** records, ****************** first opened his retail credit account in 2016. His last charge was December 24, 2018 and the last payment made was January 5, 2019. On February 19, 2024, ****************** spoke to Les Schwabs ***************** (Credit) and informed them that it was his father that charged to his account and that he was not responsible for the debt. Credit suggested ****************** go to the tire center to potentially determine who charged to his account and that if a charge was misposted to his account he could work with the store to correct it. Credit also informed ****************** that his account has not been sent to a collection agency so he could work with the store to make payment arrangements if the debt is determined to be his own. The tire center can also provide ****************** with a copy of his credit application.
  Although Les Schwab respectfully disagrees with the allegations in his report and are unwilling to resolve his concerns for what he asks, we would like to assure ****************** that Les Schwab remains committed to providing the best service and products possible. 
  
  

• Initial Complaint

  Date:02/20/2024

  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.

  They screwed up the alignment on my truck, which ruined $1200 tires. One person there told me they would replace them on warranty, but when the job was done they said they would not replace them on warranty and tried to charge me. Their poor alignment job has ruined my property.

  Business Response

  Date: 03/04/2024

  BBB Case ID ********
  We regret that ************ had a negative experience at the *****, Idaho, Les Schwab tire center. We take customer reports seriously and work diligently to immediately address customer concerns.
  According to *********************** records, ************ purchased and had installed four new tires on his 1998 Dodge 2500 (vehicle) at the 12th Avenue location on September 1, 2023. Store Assistant Manager, ******, informed the customer and noted front-end work that needed to be done. On October 25, 2023, ************ visited the ********************* tire center with all the recommended front-end parts replaced. None of that work was performed by Les Schwab. At that time, ************ requested an alignment. Les Schwab performed the alignment within the required specifications. The next day he returned because the caster was slightly out of specification. Being a straight-axle vehicle, this is not a common adjustment. They made this adjustment to get all of the alignment angles within specifications.
  ************ returned almost four months and ***** miles later and the steering wheel was 90 degrees off and the total toe was three degrees out, which is significant. Such issues would not allow the customer to drive the vehicle, and would not normally occur with regular driving usage and no collisions. This type of tire wear is caused by the alignment being so far out. Our **************** Representative, ***, spoke to our brake and alignment training team, who would agree that the difference in alignment angles, in this amount of time, would be nearly impossible without any alterations or collisions. The tire center ordered new tires and offered the customer 15% off on the tires, plus no charge for installation. The customer refused, so the tires were removed from the vehicle and the old tires were put back on. The tires are not able to be covered under warranty because these are very obvious signs of "mechanical wear," which is not covered under the Best Tire Value Promise (warranty), a copy of which was provided to ************ at the time of purchase.
  Although Les Schwab respectfully disagrees with the allegations in his report and are unwilling to resolve his concerns for what he asks, we would like to assure ************ that Les Schwab remains committed to providing the best service and products possible. 
  

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21322827
  
  I am rejecting this response because:  I have since discovered that the reason the alignment moved was because Les Schwab failed to use Red thread locker on the Jam Nuts and also most as is specified in the manufactures documentation for the tie rods and drag link.  The manufacturer also specifies that the jam nuts should be torqued to 220 lb-ft.  I suspect that they were not properly torqued also,  but I can tell visually that red thread locker was not used.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/14/2024

  BBB Case ID ********
  We are in receipt of Mr. ***** additional response. 
  Upon further further investigation, we have found the manufacturer's recommendations for the torque of these tie rod ends. Unless the truck has been equipped with an aftermarket steering linkage system, the tie rod adjustments will be made at an adjusting sleeve rather than having a jam nut. The bolts on these adjusting sleeves have a torque specification of 45 ft-lbs. There is nowhere in the manufacturer's specifications that states red Loctite, or any other colors of Loctite, should be used on these components. Les Schwab strongly believes this vehicle was altered after it left our facility. This would be either from adjustments made, or components replaced by another facility or mechanic OR caused by an abrupt impact causing the alignment to be altered. Attached is documentation for the specifications on the steering linkage for a 1998 Dodge Ram 2500 pickup.
  Although Les Schwab respectfully disagrees with the allegations in his report and are unwilling to resolve his concerns for what he asks, we would like to assure ************ that Les Schwab remains committed to providing the best service and products possible. 
  

• Initial Complaint

  Date:02/20/2024

  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.

  It is very disheartening that a company that supposedly prides themselves on treating their customers like family can be so cruel. I had an in house credit account with them. I had some financial problems, as a single parent it happens sometimes. I fell behind on a lot of bills. *************** being one of them. It got to a point where I tried to make partial payments to get caught up and they sent me a letter saying my partial payments arent good enough and I need to make the full past due payment. After getting that letter I just felt like I wouldnt be able to dig myself out of this whole so I just stopped paying. Why would I keep paying if they send a letter like that. So its in collections now. I called the company asking if I pay in full today can I get it deleted off my credit report and they said *************** doesnt allow that. I tried calling *************** headquarters directly today and spoke to **** from the credit department and she said thats not something we do. I just dont understand how they pride themselves on family values. I would like to pay off the amount that was originally charged off, not what is being applied as interest by the collections agency and I would like the charge off removed from my credit report.

  Business Response

  Date: 02/29/2024

  BBB Case ID ********
  We regret that ************** had a negative experience at the *********************, Les Schwab tire center. We take customer reports seriously and work diligently to immediately address customer concerns.
  According to *********************** records, Ms. ****** retail credit account went delinquent and was sent to Les Schwabs third party collection agency, ********* on December 30, 2022. On February 20, 2024, ************** contacted Les Schwabs ***************** (Credit) and requested the negative credit reporting be deleted. Credit informed ************** that Les Schwab accurately reports credit and does not delete from credit reporting. ************** needs to contact ********* directly at ************** to work with them to resolve her concerns. 
  Although Les Schwab respectfully disagrees with the allegations in his report and are unwilling to resolve his concerns for what she asks, we would like to assure ************** that Les Schwab remains committed to providing the best service and products possible.
  
  

• Initial Complaint

  Date:02/12/2024

  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 recently took my vehicle Les Schwab in ******** for an oil change and brand new tires. It was in the shop for 2 full days.The very next day, after picking up my car from Les Schwab, we found a rat(s) had entered our car and destroyed all the upholstery and seats. There were rat droppings and urine everywhere. My wife freaked out!Since this was the only place we had taken the car to, we called the facility and spoke to the store manager, who had us fill out an incident report.Later, he referred us to *****************, Claims Specialist from Les Schwab Headquarters. She was quick to say that they didn't have a rodent problem and later emailed me a 1 page report from a local exterminator indicating there was no evidence of rodents at that facility. A few days later, I took a picture of rat traps set up at their facility. If they didn't have a rat problem, there would be no need to set up rat traps.The 2 days my vehicle was left at their shop, it was parked adjacent to a trash bin where they have this rodent issue.I asked them to cover the damages done to my vehicle in which they denied to do so.They told me to just put a claim on my insurance. After spending all this money on tires and an oild change, I now have to pay a deductible to get my vehicle fixed.DO NOT TAKE YOUR VEHICLES HERE!We took all our vehicles their for service, and now they will lose our 2 vehicles plus another 3 vehicles from a good friend of mine because of this incident. Horrible service!!!I'm asking for $1500 in vehicle damages caused by rodent(s) from ***************** in ********.

  Business Response

  Date: 02/23/2024

  BBB Case ID ********
  We regret that ********************** had a negative experience at the ********, **********, Les Schwab tire center. We take customer reports seriously and work diligently to immediately address customer concerns.
  According to *********************** records, ********************** dropped his 2017 **** Explorer (vehicle) off at the tire center on January 13, **** for an oil change and had four new tires installed. On January 15, ****, ********************** retrieved his vehicle and paid the invoice. On January 18, ****, three days later, ********************** reported to the tire center that a rodent entered his vehicle and caused damage and believed it occurred while parked at the tire center. Les Schwab immediately opened a claim and conducted an investigation. 
  On January 18, ****, Les Schwab hired ****** Exterminator to conduct an investigation. The results of our investigation are as follows: 
   The traps were set out as part of the exterminator inspection.  The store  advised the claims examiner that for several days post rat traps, there was no indication of rodents and the traps did not catch rodents.  Again, the traps were there as part of the extermination visit. No prior incidents, events, or reports involving rodents at the ******** Les Schwab store location. Three days after picking it up the customer called to report the incident. It is unclear why damage would have gone three days undetected. The customer's vehicle was there for two nights. The store confirms it was kept in the bay at night.
  Although Les Schwab respectfully disagrees with the allegations in his report and are unwilling to resolve his concerns for what he asks, we would like to assure ********************** that Les Schwab remains committed to providing the best service and products possible. 
  
  

  Customer Answer

  Date: 02/23/2024

  Les Schwab worked out a solution with me. Please close this case. Thanks

• Initial Complaint

  Date:02/06/2024

  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.

  Management here treats your like you are an idiot. They scam you and when called out they make up a bunch of bla bla bla. **** (s&sp im assuming by his knowledge) makes more excuses then *********************** saying I didnt do it **** the new manager is a scam artist. 124 for an alignment, 200+ markup up per wheel!, and when quoted tires telling me they dont make anything other than a 10ply for $502 per tire when they make a 4ply xl for way cheaper! Called corporate and turning them into the BBB tomorrow. This is a small town. If you think you can get away with scamming people you are dead wrong. And re train ****.

  Business Response

  Date: 02/20/2024

  BBB Case ID ********
  We regret that Mr. *** had a negative experience at the **********, **********, Les Schwab tire center. We take customer reports seriously and work diligently to immediately address customer concerns.
  According to *********************** records, Mr. *** received a quote from our ********** location on December 18, 2023 for four new Contra wheels in the amount of $522 each before freight. Mr. *** purchased the wheels for the exact amount quoted on December 22, 2023 and carried them out of the store (not mounted). Mr. *** informed Les Schwabs **************** Representatives (CSR) on February 8, **** that he had another non-Les Schwab retailer contact the tire center who provided them with a quote for the wheels, which Mr. *** claims were $360 per wheel. Mr. *** then demanded Les Schwab refund the difference. in price. 
  Les Schwabs CSR researched the store cost on the wheels and found the ********** store did do the appropriate price markup, per company guidelines. Our CSR also researched online for the same wheels and found the least expensive amount for the wheels was $498. Les Schwabs competitive price includes installation and our Best Custom Wheel Value Promise warranty.
  Although Les Schwab respectfully disagrees with the allegations in his report and are unwilling to resolve his concerns 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: 02/20/2024

   
  Complaint: 21257147
  
  I am rejecting this response because: The tire shop down the road getsthe from the exact same dealer Les Schwab does and the cost (which when on called on February 8th to Les Schwab headquarter, the gentleman called me a liar and I didnt know how to work for Les Schwab properly) cost is $293 and the freight is half the price. If that phone call with customer service is recorded you should listen how he talked to me. I got angry the way he spoke to me. Thats not world class customer service. They keep bringing up I was quoted, bought and carried out. Yes I did. What I didnt know is how much I was getting ripped off. Im not the only one complaining in ********** with new management. You cant just make your own prices up. Les Schwab has a guideline. 
  
  Sincerely,
  
  **********************

  Customer Answer

  Date: 02/20/2024

  I told **** the manager this is the price I found online. Its on camera. Not even close to same price. I only bought them because I had a Les Schwab account. I took his word thats the best price he could do obviously it wasnt. 

• Initial Complaint

  Date:02/05/2024

  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 purchased a set of tires with a ****** mile warranty. During my most recent oil change, my mechanic told me said tires were in need of replacement so I took it back to Les Schwab, which does not mean offer same day appointments. After waiting until they could get me in, they refused to honor the warranty because I didnt get my tires rotated with them.

  Business Response

  Date: 02/23/2024

  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, ************ visited the tire center on April 8, 2021 and purchased four new tires for her 2006 ****** Highlander. *** mileage on the vehicle at that time was *******. On February 3, 2004, she revisited the tire center for another new set of tires, the mileage at that time was *******. Les Schwabs Best Tire Value Promise (warranty), a copy of which ************ received at the time of the time of her purchase, expressly states: *** limited warranty for tread life does not cover services, damage or wear due to any of the following: misuse or abuse, misalignment or tires out of balanceCovered Tires not regularly rotated will be considered abused for purposes of this Limited Warranty. As part of the Limited Warranty, Les Schwab provides free rotations every ***** miles or as needed for Covered Tires. Rotating your tires helps to ensure the tires are worn evenly all the way through. Les Schwab has no record of performing tire rotations. If ************ is able to provide maintenance records such as alignment service as well as consistent tire rotations every ***** miles, we would be more than happy to reopen a warranty claim for the customer.
  Although ********************** respectfully disagrees with the allegations in her report and are unwilling to resolve her concerns for what she asks, we would like to assure ************ that Les Schwab remains committed to providing the best service and products possible.