Complaints

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• Initial Complaint

  Date:06/29/2023

  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 June 1st I drop off my tire to be replaced on June 2nd I was told the vehicle was ready to pick up. While on my way to pick I got a missed call from tires etc. When I arrived to pick up the vehicle they told me I needed a new sensor and they already installed it. When I told them I didn't want the sensor because it's a convenience item and not needed. Their response was that the item was already installed and the vehicle was test driven so they can not refund for the product and service l, they then proceeded to tell me if I don't pay the full price they will not give me my vehicle back. I asked for them to show me the broken sensor they replaced and they couldn't. I disputed the case with my bank and the company representative lied and said I asked for the sensor when I have a voicemail from the company stating that I needed the sensor the day I picked up the tire. There is a voicemail stating that I need a new sensor when the representative stated I asked for one. After reaching out to the company again after they lied in the communication with the bank, I was told they can not prove my original sensor was as it shouldn't have because my tire got flat after running over a nail and a nail can not brake a sensor.

  Business Response

  Date: 08/10/2023

  August 3, 2023

   

  Dear ** *******,

  I am writing in reference to the
  above mentioned complaint.  We have had
  multiple contacts with *** ****** about this issue.  His focus appears to be that I “lied” to him
  regarding his request for a sensor.  It
  was not a lie, but rather a misinterpretation of the transaction sequence that
  our system records.  He also claims that
  we intimidated him into purchasing this sensor. 
  Our company would never strong arm someone into purchasing a
  product.  All goods and services are
  approved by the customer.  If he had
  asked to see his broken sensor at the time of service, we would certainly have
  provided it. I have provided a copy of *** ****** invoice along with a
  screenshot of our transaction history. 
  Keep in mind that our server, the credit card sever, and our store
  location are all in different time zones when viewing time stamps.
  
  The bottom line is that in our
  communication with his credit card chargeback we requested that *** ******
  return the “unnecessary sensor” for a full refund.  He also called my cell around 6 am one
  morning and screamed at me about his sensor. 
  I told him on the phone and also via text that he can not keep the
  merchandise and expect a full refund.  He
  has not returned to the store to return the merchandise.
  
  Sincerely,