Complaints

This profile includes complaints for Geralds Tires & Brakes, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Geralds Tires & Brakes, Inc has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Geralds Tires & Brakes, Inc

  1 Magnolia Rd Charleston, SC 29407-7013

  
• 

  Geralds Tires & Brakes, Inc

  4900 Rivers Ave North Charleston, SC 29406-6302

  
• 

  Geralds Tires & Brakes, Inc

  1635 N Highway 17 Mount Pleasant, SC 29464-3338

  
• 

  Geralds Tires & Brakes, Inc

  PO Box 71245 North Charleston, SC 29415-1245

  
• 

  Geralds Tires & Brakes, Inc

  3900 Dorchester Rd North Charleston, SC 29405-7563

  

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:05/17/2024

  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.

  On Thursday May 2nd, I entered the Dorchester Road location in Summerville SC. I spoke with an older woman about a very specific task/job I needed on my 2017 Jeep Rubicon. I told her I had been to several local mechanics and was told Gerald's could probably handle the job needed. My Rubicon needed a complete alignment, steering wheel sensor error reset and a steering wheel calibration. She said that should be easy, I'll send a technician out front to your Jeep to confirm. I waited less than 2 minutes and a younger male came out and said no problem at all. I scheduled the alignment for noon the next day.
  
  I arrived early and waited with the Jeep. I was told an hour maximum. After 65 minutes I went up to the front to see what the delay was. Someone pulled up in the Jeep, younger white male got out and asked if I knew there was a sensor issue and that vehicle was pulling left. I said yes, that's why I'm here and why you guys are being paid to fix it. He then said that nobody told him or anyone in the back. He said we can't fix this, we have tried. I was told it is driving "better" than it was. I was told I'd be charged for an alignment check. I then left the parking lot and nearly lost control of the vehicle. The Jeep was basically on ice skates, all over the road. I made it to my neighborhood, Coosaw Creek Country Club and dumped it at the entrance.
  
  I called demanding a manager. I ended up speaking with "Donny". This individual was argumentative from the start and tried to explain that they did their job and that the vehicle was test driven for safety. I countered with who drove it and where to? He said he did but refused to tell me if he ever left the parking lot.
  I demanded a tow to Jeep and a refund, he refused.
  I ended up taking it to Palmetto 4x4 and they showed me how badly Gerald's missed a major safety issue or something they actually caused. All of my bolts in my lift kit were missing except 1. We took pictures and video of the massive safety issue.

  Business Response

  Date: 05/21/2024

   To: Mr ***** *******,

  Sounds like we could have done a better job. I am sorry we dropped the ball. Thank you ***** for trying Gerald's. We hope you give us another chance in the future. We will refund the 50.00 to the address on this complaint..

  Customer Answer

  Date: 05/21/2024

  
  
  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:11/21/2023

  Type:Customer Service 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 was at Geralds Tires #5 on Rivers Ave to repair a slow leak in the left rear tire of my vehicle on 11/9/2023. During the "repair" the store damaged the left rear (Drivers Side) tire of my vehicle. I left a review on ****** and was instructed to contact Missy D**** by the assistant manager Patrick. I did on 11/10, sent her photos of the damaged rim and she said she would process the repair. Since then I have tried to get an update from Missy on 11/14 and 11/16 and have not have received any update. I wish to have my rim repaired and returned to "pre Geralds" condition.

  Business Response

  Date: 11/27/2023

  We are in touch with the customer and working it out.

• 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.

  My car was towed to Geralds tires on 3/19/23 because I was driving and my car appeared to have an issue with the tires. I received a call the next day from Jt explaining my wheel Berring needed to be replaced, power steering and 4 new tires. I opted to just replace 2 tires and proceed with the rest of the work. My total bill was 1388! My car was picked up by my sister and when I started to drive my car, I notice my car was still shaking. I called Gerald's and informed them of my concerns and was told to bring the car back which I did not.Fast foward to June 22,23 I noticed there was issues with my powering steering ( I know this because I wasn't able to turn my wheel without force and using 2 hands).I was flying out that day so decided to call once I got back in town which I did. Might I add I spoke to a young lady weeks prior about the shaking again and asked was an alignment done and was told when a wheel bearing is replaced alignment is done). I called on 6/27/23 and was told to bring the car in the next day which I did, I was told they was busy and to leave car overnight or bring back in the morning. I decided to leave my car overnight. I received a call the next day from JT informing me now my rack pinion needed to be replaced, alignment. My purpose of writing this complaint because Geralds tires is known for integrity, and I feel robbed because instead of investigating whether this was a rack pinion or powering steering issue they decided to guess. In addition, why was an alignment not done when I not only got 2 new tires most importantly wheel bearing replaced. My only conclusion was for me to come back and spend more money. Now I have car that needs a 1000 more dollars of work done because Mr. Jt per his words "this isn't Geralds fault", decided to do a quick fix. Also store manager Brandon unknowingly admitted during convo with my mom when wheel bearing is replaced alignment is done.

  Business Response

  Date: 07/05/2023

  We have been in touch with Ms. ********** and resolved the issue.

  Bill W****

• Initial Complaint

  Date:02/13/2023

  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 my way to work, I got a flat tire. My co-worker inspected the tire noticing that all rims on my Mercedes look like new without any single scratch. I drove to Gerald’s on 6-lane highway without sharp curbs not exceeding 50 miles per hour without sharp turns or sudden braking. I looked at the passenger side rear tire and there were no scratches on this rim, but after mechanic brought car back from shop, it had severe scratches, see attached pictures. It was obvious that scratches were just made pristine new without any road dust. After seeing this damage to my car, I went back to the receptionist and told her about scratches. She examined scratches and admitted that such things are happening at their store and asked me to call ********** to discuss this issue. At this moment store manager Matt D******* came. When I asked Matt to repair damaged rim, he became arrogant, intimidated and disrespectful repeatedly stating that Gerald’s use a plastic tool and there is no way their tool did any of that damage. I noticed that they have video cameras and suggested to watch video to see what happened, but Matt did not let me to watch an original video allegedly tempering it first. After I refused to watch an edited video, Matt became very furious and told me that yes they did it but I never going to prove it speaking with my accent. After such insult by store manager, I was so shocked that I was not able to say any world; I paid with my credit card and left. I called **********, and company owner, Clay W**** called my husband in a very arrogant way stating that such rim damage is happens occasionally and normally Gerald’s compensate their customers for such damage, but they will not compensate us because we will never prove that Gerald’s did such damage, see full statement attached. Later Clay left voice mail to my husband claiming that I was able to watch all video, which is absolutely not true as you can see from the attached explanation.

  Business Response

  Date: 02/17/2023

  On 02/06/2023 Ms. *********** drove her car in on a flat tire for service. The tire was not reparable and a new tire matching the brand on her car had to be ordered for delivery the next day. To keep Ms. *********** from being without a car we took a new tire out of our inventory and placeed it on her car as a loaner. The next day Ms. *********** returned to to have the tire swapped out. Ms. *********** pointed out some damage to her wheel and claimed we were at fault. Upon examination we determined the damage to be curb damage. This is based on the unique characteristics of such damage.  We invited Ms. *********** out into our tire bays so she could observe how we change tires as well as showing her the plastic dismount head we us so as not to damage wheels. She felt and examined the plastic demount head.

  To get a third party opinion as to the cause of Ms. *********** wheel damage I sent  ***** Decker, a service tech who worked for ******, the manufacturer of our tire changing equipment, the picture of the rim and asked his opinion as to the cause of the damage. This was the communication:

  Bill:  (sent picture) "***** can I get your opinion as to the cause of this damage. Thanks, Bill w****"

  *****: "Well judging by the way the scrapes are curved that would be indicative of hitting a curb"

  Bill: "Can you think of anyway a changer could cause this?"

  *****: "Not with a plastic demount head"

  Bill: "thanks"

  We have security cameras and viewed the car being moved from our lot to the bays and there isn't any point where we were close to a curb or object that could cause her damage. We offered to allow Ms. *********** to view the video but she refused, stating we had edited it. We still have it if she would like to view it. 

  As to the statement about Matt our store manager "Matt became very furious and told me that yes they did it but I never going to prove it speaking with my accent."  Matt would never refuse to make good on any issue that was our fault and at times takes care of issues that aren't our fault, and "furious" isn't a word I would ever attribute to Matt.  I apologize for any action that would create that kind of feeling.

   

   

  Business Response

  Date: 02/23/2023

  I spoke to both Travis and Heather. Travis said he did confirm her tire damage was do to a razor but her wheel damage was curb damage. When I spoke to Heather she said she didn't see the wheel until the customer pointed out the damage, so she couldn't have confirmed there was no damage before the car was driven into the shop.

   

  Customer Answer

  Date: 02/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1) There was no curb damage to the wheel, and at the time I was at the Gerald’s, Travis pointed out that there was no curb damage for either tire or wheel. Therefore, the current statement of the company owner cannot be valid.  Additionally, please see attached “Witness Statement” of my co-worker Ilia Atanelishvilli stated that there was not any single scratch on the rear passenger side wheel of my car after razor-caused flat tire.
  2) ***** Decker cannot serve as an independent expert for Gerald’s Tires as he works for ******, the company that sells tire changing equipment for Gerald’s and conflict of interest exists in this case since every equipment manufacturer will claim that their equipment is the best in the industry and cannot make any damage.
  3) As evidence that Mt. Pleasant Gerald’s tire equipment can damage wheels, please see attached image “IMG_0932_********” from the “********” website in response to my post in which I complained that Gerald’s damaged my rim and asked if anyone else had similar experience. Mr. Jay Wojick from Center Park North at Park West responded that Gerald’s scratched all 4 rims on his Audi. The Mt. Pleasant store refused to accept their fault and only after Mr. Wojick contacted main office, Gerald’s agreed that they did damage his rims and agreed to replace those.
  4) To find an independent expert opinion on possibility of wheel damage during tire replacement, I searched on google and as an example here is a statement from **** ********, a former writer for *********, writing on automobile tires and wheels. He worked as the operations manager for 13 years at Rim and Wheel Works, a family-operated wheel and tire repair shop in Waltham, Massachusetts. He also has written for "**** ******" magazine. The damage to my rim looks like a “head drag,” described by **** ******** as follows: “There are a few different ways that your wheels can get damaged while being mounted. The first is what I call a “head drag.” The mounting head is the part that guides the tire sidewall over the lip of the wheel, and so it must lock in place very close to the wheel lip, while not quite close enough to touch. Some tire sidewalls can exert enough force to flex the head and cause it to touch the wheel, dragging the surface as the wheel turns on the mounter. If the tire tech doesn't notice, this will cause a long scrape against the outer edge of the finish.”
   Please see attached image “HeadDraggedDamagedRim” of my damaged rim. Please look at 2 circular marks of the damage that look exactly as described above by **** ********. Please note that this picture was taken at the Gerald’s Tires immediately after work was completed and scratches were just made pristine new without any road dust.
  5) Regarding Bill W**** statement that  they offered me to watch video. As I have stated in my initial complaint,  store manager Matt D******* did not allow me to watch the original video but shut the door in front of me and only after 1 hour he spent in his room with video equipment he asked me if I would like to watch it, but at that time I was not sure if video was still original. 
  
  
  
  Sincerely,
  
  
  
  ****** ***********