Complaints

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:06/24/2025

  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.

  Between February 2023 and February 2025, I brought my vehicle to The Tire Store four times for water pump and thermostat replacements due to repeated overheating. Each time, the issue returned within months. In June 2025, after yet another failure, I took my car to a different mechanic who diagnosed a blown head gasket. Based on the failure pattern and timeline, they believe the gasket issue has likely existed since 2023 and was never properly diagnosed by The Tire Store. This undiagnosed issue caused repeated breakdowns and ultimately led to over $5,000 in radiator and engine damage. The vehicle is my only transportation, and I had to pay out-of-pocket for a rental vehicle during the repair period, adding financial strain. When I brought this to the shops attention, I spoke with a manager named *******. He acknowledged that the head gasket could have been the root cause of the failures but claimed it is not standard practice at their shop to inspect for that during cooling system diagnostics. As a result, it was missed repeatedly. They offered a refund only for the most recent repairand only if I returned the water pumpbut refused any broader accountability. I am requesting a full refund for the repeated cooling system work, reimbursement for the $5,000+ in damages caused by the ongoing misdiagnosis, and compensation for rental costs incurred due to loss of transportation. I have documentation including service invoices, a diagnosis from the second ********* and notes from my conversation with the shop. If you need anything else, or any other supporting documentation please let me know. Im just hoping for a fair and reasonable outcome In regards to this situation.

  Business Response

  Date: 07/02/2025

  Customer came in 2/20/23 and stated vehicle had a coolant leak with no other symptoms. Verified customer complaint and found water pump leaking from the weep hole and that the cooling system was full of stop leak. Replaced water pump, bled and tested cooling system with no further faults found at that time. when customer picked up vehicle, we informed that her cooling system was full of stop leak and to expect future cooling system issues.

  On 8/03/23 customer had vehicle brought in for tires, oil change and to check for a leak, customer suspected leak to be power steering fluid. Upon inspection found leak in the power steering fluid system but did find coolant leaking from upper radiator hose. Customer had no other complaints about the vehicle at that time e.g. vehicle overheating. Performed oil change and replaced tires, replaced upper radiator hose, filled, bled and tested cooling system with no further faults found at this time.

  On 8/26/24 customer brought in vehicle stating vehicle started to overheat. Upon inspection of the vehicle, we found that the regulating temperature was outside of vehicle parameters and also signs of coolant leaking from water pump and also signs of the radiator to be starting to leaking at the seam. Replaced thermostat and also water pump under warranty. Filled, bled and tested cooling system with no further faults found at this time. When customer picked up the vehicle, we informed her of the potential leak in the radiator and that it was a service we could not provide at this time due to the A/C system needing to drained and recharged and that we did not have an A/C machine to service the 1234yf systems at that time and recommend she take it to another shop for that repair.

  On 1/30/25 the customer brought the vehicle in and stated that another shop had looked at the vehicle and said that the radiator was not leaking but that the water pump was leaking at the seal where it mounts to the timing cover. Brought vehicle in and pressure tested the system and found signs of leak other than the previous signs on the radiator. The customer did not believe that the radiator was leaking so I took her friend out to the shop and showed him what we were seeing. Custome still did not believe that was the problem since another shop had said it was leaking from the water pump seal. So, for customer satisfaction on 2/4/25 we replaced the water pump seal under warranty.

  During any of these services we had no reason to believe that the vehicle had a head gasket issue. If an engine has a failed head gasket it allows coolant to enter the combustion chamber and causes the vehicle to burn coolant causing the vehicle to run poor and to have white smoke come from the exhaust. Or if it fails the other way it allows combustion chamber gases to enter the cooling system and make it impossible to bleed out the cooling system and would cause the vehicle to overheat and purge out coolant almost immediately. 

  The customer had also come in two other times during these time periods for other services and had no complaints about the engine leaking or overheating. I do not feel we are responsible for any other repairs that were made to her vehicle. she was only charged for the water pump job and the radiator hose one time. The other repairs we performed under warranty. If we had found a problem with the head gasket that would have been a completely addition cost to the customer. 

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23513154
  
  I am rejecting this response because:

  I appreciate the detailed timeline from The Tire Store, but their response fails to acknowledge the pattern of repeated failure and their own admission of limitations in diagnostic practice, which ultimately led to over $5,000 in damage to my vehicle.

   

  Let me be clear:

   

  I brought my vehicle to this shop four times over two years for cooling system issues, including confirmed overheating on 8/26/24.

   

  Despite being told the system was tested with no further faults, the same symptoms kept returning indicating that the root issue was never identified.

   

  A certified mechanic at another shop diagnosed a blown head gasket in 6/2025, likely present since at least 2023. This caused repeated cooling system failures, radiator damage, and major engine repairs.

   

   

  The Tire Store admits in their BBB response that they do not test for head gasket issues unless external symptoms (like smoke or poor performance) are obvious. They also admitted this in person, stating it is not common practice to check for head gasket failure when diagnosing coolant issues despite my car overheating and having recurring coolant leaks and part failures every 6 months. That is a clear diagnostic gap.

   

  Their attempt to shift responsibility by saying I had no other complaints ignores the fact that:

   

  I consistently reported overheating and coolant loss.

   

  I trusted their shop to fully investigate and resolve the issue.

   

  The symptoms that should have prompted deeper diagnostics were present and recurring.

   

   

  Additionally, while they mention performing repairs under warranty, those repeated warranty fixes never resolved the issue, and in fact gave me false confidence that the vehicle was safe to drive.

   

  I am not seeking compensation for a mistake made once. I am seeking accountability for:

   

  Four failed repairs for the same unresolved issue,

   

  Failure to perform deeper diagnostics, even after repeated symptoms, and

   

  Significant damage ($5,000+) that could have been avoided with proper diligence.

   

   

  I stand by my request for a full refund of charges paid, and partial compensation for the damages caused by the extended period of misdiagnosis. I have documentation to support all of this, including invoices and the head gasket diagnosis from the second shop.

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

• Initial Complaint

  Date:08/02/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a set of tires on January 22 2022 from a place called The Tire Shop in ******* **. On January 25th I had to go back because one of the front tires was no good and they had to order me a new one. Today while at work Im ******* I noticed a bubble firing on the side wall of the front passenger tire. So I called the tire shop and they informed me that there was a 2 year or 2/32 of tread life. So I drove to the shop to get my tire fixed. A different guy at the shop said it had to be 3/32 and there for it was not covered under the warranty. He informed me that 3/32 is the standard and that I misunderstood what the guy told me earlier. I disagreed but that didnt matter to this guy, he was right and I was wrong. I did some research and called around and the standard is 1 year 2/32 so I feel this guy took advantage of me not knowing what the standard was so they would not have to replace the tire.

  Business Response

  Date: 08/09/2023

  **** did purchase tires on January 27th, 2022. He came in for a flat repair on February 18th, 2022. The tire had a nail in the shoulder of the tire making it unrepairable. At that time the customer received a new tire free of cost through ********* road hazard replacement program. At the time of purchase ********* road hazard replacement program states [most Nexen Tire are covered by a road hazard warranty that protects the consumer against non-repairable damage caused by puncture, snag, cut, bruise or impact break. Typical road hazards are nails, glass, potholes, and other debris. Covered tires will be eligible for a free replacement for the FIRST 2/32" of original tread depth, or for a period of one year from the date of purchase, whichever comes first.] ********* AH7 tire that **** purchased starts with a 10.5/32" tread depth, meaning the tire is covered until it reaches 8.5/32" of tread. The tire **** brought in for replacement had only 5/32" of tread remaining. The tires were also purchased in January of 2022. Both the tread depth and date put the tire outside of the manufacture's road hazard warranty.

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20414289
  
  I am rejecting this response because: now they are saying the warranty is only good for a year a d they told me differently when I was in the store! Two separate people told me they had a 2 year warranty and the man I spoke to when I was in the store told me differently then what he went to the floor and told the other guy. These people twist the story and use the fact that not all people know the numbers they are throwing around! This is not a trustworthy company obviously since they are not being completely honest!
  
  Sincerely,
  
  ***********************