Complaints
This profile includes complaints for Matthews Tire's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:04/13/2023
Type: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.
10/22/21 went to Matthews tires purchased brand new tires for around ************************************************************ ****** miles try to go in to see what they can do about that because they are under warranty and they want to charge me another $800 for new tires I dont get what the warranty is for if I cant use it now. They said the would charge325 for both tires in the front and 475 for the back they said because of my shocks in the back, they cannot warrantee them, which I dont get because my shocks have nothing to do with the tires and all I need from them is to replace the tires thats it
Business Response
Date: 04/17/2023
Thank you for bringing this issue to our attention. At Matthews Tire we always strive to exceed our customers expectations. That being said these are the details of the situation. I have attached a copy of BF ********* mileage warranty along with each invoice from **************************
As you can see on Corrines initial visit on 10/22/21 at ****** miles we recommended replacing the tires, a RB wheel bearing and 4 shocks. ** 10/28/21 ******* elected to install the tires, align the wheels and replace the RB wheel bearing at ****** miles. ** 3/14/22 at ****** ************************* came to us to replace the ** wheel bearing and rotate the tires. The tires had 12,345 miles on them since installation. ** 04/03/23 at ****** ************************* came to us to inspect her tires. ** inspection we found that the tires were in need of replacement due to the uneven wear and lack of tread on the tires. We provide free rotations to anyone purchasing tires from us every ***** to ***** miles.Due to the fact that we did not have records of the proper rotations being done on the vehicle as required by the tire manufacturer warranty every ***** to ***** miles, we elected to give ******* a Matthews Tire goodwill adjusted price of $844.00. Our everyday low price for the same tires would be $1128.21. If there were records of the rotations being done every ***** to ***** miles and the tires were worn evenly across the tread, the manufacturers obligation would have been to prorate her tires at a cost to ******* of $712.29.
Unfortunately there is no tire manufacturer that will warranty a tire without having the tires rotated properly. Also the tread needs to be worn evenly from shoulder to shoulder as stated in the attached warranty.Unfortunately based on our inspection the tires they were not worn evenly from shoulder to shoulder. Lack of rotation and worn shocks can produce the type of uneven wear that we are seeing. Based on that I believe our original offer to replace the tires for $844.00 was a fair offer. That being said we would be willing to replace the tires for the manufacturers proration of $712.29 if the rotations would have been done and the tread was even worn evenly down to 2/32nds of tread life from shoulder to shoulder. The mileage warranty however starts at the mileage of when the tires were originally installed ******. This tire does have a 6***** mile limited wear out warranty meaning the warranty would go until 218207 miles provided that ******* does her proper rotations and the tires are worn evenly from shoulder to shoulder as specified in the manufacturers warranty.Thank you,
*********************
Operations Advisor
Matthews Tire
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