ComplaintsforTire Discounters, Inc.

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6Sep24, I had Tire Discounters replace a tire on my vehicle due to a flat. A couple of days later, as I was driving on the interstate, the tread completely and utterly separated from the tire walls. I finally reached someone at Tire Discounters who informed me that they were launching an investigation into it. I returned the tire to them on 13Sep. I have not heard back from upper management about it at all. I will say that the employees at the specific location have been wonderful. However, the regional manager has been less than helpful.

  Business response

  09/28/2024

  As stated on the invoice the customer included from his 9/13 visit, the situation occurred after driving roughly 150 miles on the highway. He reported that while driving he suddenly heard what sounded like a flat tire and then within seconds the tire shredded.  Based on this information, the number of miles the customer drove on the tire without issue since it was installed, and after inspecting the tire that was returned it has been determined that the blowout the customer experienced was in no way a result of a defective tire or improper installation.  As a customer courtesy, the Regional Manager offered to replace the tire but the customer has declined. Unless the customer would like to accept the offer, Tire Discounters considers this matter closed. 

  Customer response

  09/28/2024

  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. 
  
  Regards,
  
  ******* *****
  

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The bundle package will walk you through my experience. I am requesting the reimbursement of the tires I purchased that they never aligned properly(at all) and the damage they did trying to torch off my rods that I had to bring to the dealership to saw off, replace and do a confirmed alignment. Also for the inconvenience of me having to go back to dealership twice I needed a rental car to commute to work since the parts had to be ordered. Total: $1482.02.

  Business response

  09/16/2024

  Thank you for reaching out to us! We have created a customer service escalation ticket for the regional manager to review. For your records, the customer case # is ***********. Please allow 72hr for the regional manager to review the case and reach back out to you. Thank you for being a valued Tire Discounters customer, we will be in touch soon!

  Business response

  10/01/2024

  According to your customer service case, you have had several email correspondence with the Regional Manager as requested. The most recent email that I'm seeing was sent to you on 9/26 at 3:42 pm, which included the following message: "...looking over your case as a good faith TD is willing to refund $471.83 for the alignment and 1/2 of the tie rod end purchase from N*** M**** Chevrolet, plus a $185 gift card for 1/2 of the tires paid for in July." 

  Customer response

  10/02/2024

  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. I will be sure to notify BBB if and when the spoken reimburseiment package has been received. From there, once confirmed, I'd be happy to close this case, once they follow through. 
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought 4 new tires from tire discounters that came with free alignment. They did not tighten down the bolts letting the alignment go bad the first time I drove. Unaware I drive around for a month ruining my brand new tires

  Business response

  09/12/2024

  Thank you for reaching out to us! We have created a customer service escalation ticket for the regional manager to review. For your records, the customer case # is *******-**. Please allow 72hr for the regional manager to review the case and reach back out to you. Thank you for being a valued Tire Discounters customer, we will be in touch soon!

• Initial Complaint

  09/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally express my dissatisfaction with the service I received at the *** ******* ** location (*** ** ***** ****** ****) regarding the recent maintenance of my two vehicles. My experience included deceptive business practices and poor workmanship, both of which were compounded by terrible customer service. The timeline of events for the first vehicle is as follows: On August 22, I ordered tires online and scheduled an appointment for August 23. After dropping off my vehicle, I was informed that the warehouse did not have the tires and was told they would be available by August 26. After no calls from the *** ****** store, I followed up on August 28, I learned I could drop off my vehicle again on August 29, which I did, and I picked it up that same day. During this process, I was led to believe that an $80 instant credit was available when scheduling the tire replacement. However, when I inquired about the rebate, Chris informed me that it was a manufacturer rebate I would need to process independently. Additionally, I noticed a $40 delivery charge on my invoice, which Chris could not explain, and subsequently credited to my second invoice. To further exacerbate the situation, the price of the tires purchased was lower, $233.00 online vs. $248.00 in-store, than what was charged on the final invoice. Given these concerning issues, I request that you investigate this matter and address these practices to restore my confidence in Tire Discounters.

  Business response

  09/09/2024

  Thank you for reaching out to us! We have already created a customer service escalation ticket and the regional manager will be reaching out to you shortly to discuss. Our apologies that we did not meet your expectations, talk to you soon!

  Customer response

  09/09/2024

  Better Business Bureau:
  
  I have examined the response from the business concerning complaint ID ******** and conclude that it does not adequately address my concerns.

  The response falls short in both detail and substance, and their indication of a future response is inadequate. To date, I have not received any communication from them to discuss these issues.

  
  Regards,
  
  ***** *******
  

  Business response

  09/19/2024

  According to your previously opened case, **********, you have spoken to the Regional Manager of this location several times as well as have received 5 emails to the address you have provided in this complaint. On 9/11 at 2:22pm you were sent an email response with the following message: "...We will refund the difference between the tires which is $60 on the *** and for the *** ****** we will refund the part and labor on the ball joint where the boot was cracked as long as the part is returned and also the alignment. The total would be 547.08 plus tax as the total refund.". If you have any questions or concerns please reach out to the Regional Manager who has been working with you diligently in the effort to resolve this issue. Thank you. 

  Customer response

  09/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The recent response comes across as insincere. It follows a conciliatory message that suggests a lack of awareness on their manager's part regarding the issues with ************** (***) and the significant quality and workmanship concerns with ************** (***). A third-party mechanic has evaluated and addressed the critical safety issues that arose from your company's previous work, but the situation has since escalated. As of this morning 09/23/2024 10:29AM, their manager has not yet acknowledged the scope of work required to restore the vehicle to a safe operational state.
  
  Regards,
  
  ***** *******
  

  Customer response

  09/23/2024

  Good afternoon.

  I appreciate your understanding regarding the confusion. I brought two vehicles to this vendor: The ***, which is about a tire price match discrepancy of $60, and the ***, which has significant issues related to poor workmanship, improper installation, and safety concerns.

  After taking the *** to this vendor for repairs, I had to engage another vendor to properly inspect and fix the problems they created, leading to increased costs and delays on my end. Consequently, I am revising my compensation request to include a full rebate for the *** services amounting to $1,021.61, plus the $60 for the ***.

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm writing to you on behalf of my father **** ***** ###-###-####. He asked me to file this claim. He is an 88-year-old disabled veteran who was taken advantage of and screamed at by Bill R*** the Sales Manager of Tire Discounter (located at **** ****** *** ******** ** ***** - ###-###-####). I am attaching all information below as the space provided will not allow me to address what happened. The manager involved has had complaints about his ANGER ISSUES prior to my complaint .

  Business response

  08/31/2024

  We empathize with the situation; however, there is a warranty process that must be followed. Unfortunately in this case due to the customer taking it upon himself to have another company install a new set of tires, we were unable to follow the manufacturer warranty replacement process and were unable to evoke the warranty on his behalf with the manufacturer.  Due to this, Tire Discounters considers this matter closed.

  Customer response

  09/01/2024

  Better Business Bureau:
  
  To answer your question, I have called numerous (about 15 times) and they will NOT give me an answer. 
  
  Regards,
  
  **** *****
  

  Business response

  09/07/2024

  Attached is the ******* warranty catalog as requested. Again we empathize with the customers situation but we are unable to follow the manufacturer warranty replacement process therefore can not redeem the warranty on behalf of the customer. Due to this, Tire Discounters considers this matter closed.

  Business response

  09/19/2024

  Please see the flow chart found on page 11 of the attached document. In order to redeem the warranty, the defective tires must be shipped to the manufacturer for a physical inspection.

  Business response

  09/20/2024

  After the initial purchase, the customer returned reporting vibration at speeds of 45+mph. This problem is indicative of a balancing issue. Before claiming a manufacturer defect, we must rule out the possibility of human error and mechanical failure. The first step is to rebalance the tire. If the issue continues, the second step is to attempt to balance the tire using a different machine. If both attempts fail, the final step is to use a road force balance machine. According to the customer complaint, they returned to our location only twice before going to another company to have the tire road force balanced and ultimately replaced.  Because of this, were unable to follow the warranty replacement process therefore can not redeem the warranty on behalf of the customer. Any licensed ******* dealer would be aware of the warranty requirements and that replacing the tires without authorization from the manufacturer would result in the denial of a claim.
  As an example of what is sent by the manufacturer when filing a defective tire claim, I have reached out to ******* and have attached their email response as well as the pdf file that is referenced. 

  Customer response

  10/06/2024

  Road Force Test

  Business response

  10/15/2024

  Thank you for this additional information. I've added this to your previously opened customer service case so we can attempt to file a warranty claim with the manufacturer. Please be aware that we can not guarantee that this information will be accepted or that the claim will be approved.

• Initial Complaint

  08/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Dear Better Business Bureau, I am writing to formally lodge a complaint against Tire Discounters, specifically regarding a damaging incident that occurred during a service visit at their ***** ***** location in *******, TN on July 3, 2024. The technician’s negligence in adding oil to the coolant reservoir and coolant to the windshield wiper fluid reservoir resulted in significant damage to my mid-engine 2023 ********* ******** which is now undrivable. Oil was mistakenly added to the coolant reservoir, leading to extensive contamination of various engine components. Additionally, engine coolant was incorrectly added to the windshield washer reservoir. I discovered this issue and took my ******** to S**** ********* on August 16, 2024. Their assessment confirmed that oil had been introduced into the coolant system, and they noted that there was no evidence of a blown or leaking gasket, thus ruling out engine defects as the cause. They also identified the error of adding coolant to the washer reservoir. The repair required to rectify this issue is not covered under warranty as they could not find any malfunctions, leaving me to bear the significant financial burden of the repair. Following this incident, I contacted Tire Discounters’ ***** ***** location on August 22nd. I spoke with the Store Manager, who promised to send a copy of the company’s “Double Signoff Policy,” as he was adamant that this mistake did not happen at his location while stating that the shop does not top off fluids although my receipt shows that this service was performed. In addition to his untruthfulness (I had a third party on the call as a witness), he failed to provide us with this policy. I then contacted Tire Discounters’ Corporate Office on the same day, where I spoke with Willie on a recorded line at 1:39 PM CST. Willie assured me that I would receive a response from the Regional Manager within 24-48 hours, but more than 48 hours have passed without any follow-up.

  Business response

  08/29/2024

  Thank you for reaching out and I apologize for the delay. According the customer concern case you had opened, ***********, the Regional Manager has spoken to you and advised that we are currently waiting on video footage to be pulled and reviewed of the incident. Again we apologize for the delay and appreciate your patience while we work to resolve this issue.  

  Business response

  09/24/2024

  According to your customer concern case, you spoke to the Regional Manager on 9/12/24. During that conversation, you were advised that Tire Discounters has denied responsibility for your claim. If oil had been added to the coolant reservoir during the customers’ July 3rd visit, overheating issues would have occurred much sooner than almost 2 months later. Tire Discounters considers this matter closed and will not be investigating further.

  Customer response

  09/27/2024

  Dear BBB,

  I want to take a moment to express my sincere gratitude for your assistance in addressing my complaint against Tire Discounters. Navigating disputes with a large organization can be incredibly challenging, and your intervention is appreciated. I have reviewed the business's response to complaint ID ******** and have determined that this does not resolve my complaint due to the falsehoods provided in the business's response. For your reference, the reasons for rejection are included below.

  Tire Discounter’s responses have been full of inaccuracies. Their most recent inaccuracy is the claim that it took two months for me to recognize the issue with my vehicle after their service on July 3rd. This is simply untrue. The problem was first identified by a professional mechanic on August 16th, which resulted in me taking my vehicle to a ********* dealership the same day. The diagnostic information explaining the problem was first shared with me on August 22nd, at which point I promptly notified John Thompson at Tire Discounters of the situation. It’s important to note that the ********* Certified Technician explained that the oil, which was recklessly placed in my coolant reservoir, would take approximately 30 days to circulate through the car’s coolant system, depending upon my level of driving, meaning the problem would not have been evident any sooner.

  While Tire Discounters asserts that a Master Certified Technician would not make such an error, it is crucial to acknowledge that even highly skilled professionals can make mistakes. The diagnostic report and other information from multiple Certified ********* mechanics clearly state that oil contamination in the coolant reservoir is an outcome of improper service. This is particularly relevant as Tire Discounters was responsible for my vehicle’s last oil service, which directly correlates to the issue at hand. Given that they were the most recent service provider, they are the source of the contamination issue. Their claim of following strict procedures does not negate the fact that they were the last to handle my vehicle’s fluid services, making them liable for any resultant damage.

  Moreover, Tire Discounters’ response does not address a separate instance of negligence: a wheel lock was left attached to one of the lug nuts after their service. This oversight suggests a lack of attention to detail, raising concerns about the thoroughness and accuracy of their service. If such a fundamental aspect of service was mishandled, it is plausible that other critical aspects, such as proper fluid handling, were also neglected. Despite the considerable disparity in resources between a consumer and a major company producing revenues of $10M, it is crucial that principles of fairness and accountability prevail. Tire Discounters promotes a commitment to the "Wow experience" on their website, which includes a promise: "If we make a mistake, we own it. No excuses." I firmly believe that this standard should be upheld.

  While Tire Discounters considers this matter closed, I want to emphasize that it is not resolved. A fair and equitable solution will resolve this matter. Thank you once again for your support and for advocating on behalf of consumers. Your efforts are greatly appreciated.
  

  Respectfully,
  ****** ******
  
  
  

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/13/24, My brothers vehicle was brought to this shop to replace his spark plugs. When the techs took them out, on the final plug, half of the plug broke off and the other half was left stuck in the engine. They then realized they will not be able to attempt to retrieve the lodged piece of the plug. When they first attempted to pull the plug out they should have communicated it to my brother stating the potential problems this may cause if they continue to pull the plug. They did not communicate anything to my brother until after the piece was broken. They told my brother they are unable to fix the problem they caused. They then advised my brother he is left liable to find a tow truck to haul the vehicle to another shop for the piece to be extracted from the vehicle. This was supposed to be a $300 fix at Tire Discounters. But after speaking to over 4 different auto shops, they all stated this will now be looking to be at least a $2,000 fix. Again after speaking to numerous auto shops in the community, they all stated this is the completely wrong way too handle this situation and they stated if it was their shop and this happened to them, they would tell the client they would be fully capable to cover any and all charges to have the engine fixed. I spoke to multiple employees and the managers at Tire Discounters and they claim that this was not their fault and are claiming the plug was broken before my brother took the car in. This is false because the car was fully functionable when he brought the car in and is now inoperable and still at their shop. All of the auto shops I spoke to stated the same thing, if the plug was already broken he would not have been able to drive the car. My mother is a single parent that is a school teacher and neither nor my brother and I cannot afford this at the moment nor would we be able to pull the $2,000+ together quickly to have the car fixed. I feel this a terrible way to treat a customer and we should be compensated.

  Business response

  08/17/2024

  Thank you for reaching out and bringing this situation to our attention. To begin investigating this issue we will need a bit more information. If you could please email your brothers name as well as the phone number he used for the visit to **************************** we'd greatly appreciate it.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cost: $397.00 or so with tax. I brought my Jeep here for front brake pads and parking brake repair/pad replacement as it wasn’t holding the weight of the vehicle. Post repair, my wife followed me home and the wheel came off the hub studs! Sharp parts from the rotor were pointed towards the inside bead of my tire! I had a tow, which was called in by the police officer who had stopped (not tire discounters) and brought it back to see what went wrong and resolution planning. This occurred in the evening and I got repeated responses from the general manager membership , “corporate isn’t in office most likely and I’m not able to give any resolutions other than we’ll make it right” but no rides for me anywhere, no money back or rentals discussed further. I had no vehicle, no word or updates or even a case number. I had to figure out my own ride home. Next day, no rental still but now talks of plans to replace a rotor and a wheel bearing at the least. I advised not to use a spare tire ( they wanted me to use it so I could have my vehicle back and avoid the rental), they went against my word and used it anyway to move it out of the shop to free up a bay to continue servicing the community after performing the needed repairs now on my vehicle. The Regional management member then lied saying I okayed that, changed his mind when I called him on it and said the investigator said i okayed that, nothing but a lie or shady business since they went against what they told me and I found out by doing my due diligence. Negligent repairs, MASSIVE safety risks and damage to your vehicle can happen. Tire discounters did initiate a refund which in my opinion was ONE right thing to do but after asking for a release of claims that frees them of liability. No replacement tire even though it slammed partially on its side wall and the rotor sitting on it.I had to ask to replace the lug nuts because they thought they were recovered from the road.

  Business response

  08/17/2024

  Thank you for reaching out, we appreciate your patience. Your previously opened customer concern, **********, has been escalated and is currently under further investigation.

• Initial Complaint

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my car there on July 26,2024. It was supposed to have the radiator replaced and the transmission lines replaced. The ac worked perfectly fine when I took it in. When I got the car back my coolant was low, they didn't add enough transmission fluid they only put 8 quarts and it takes 12.9 quarts. They refuse to do anything about any of this. I have screws missing from the radiator and my hood prop is now broken. I have no ac and that was the one thing that worked great. I'm waiting on a call from the district manager and after that I will be filing a claim in court.

  Business response

  08/12/2024

  Thank you for reaching out to us! We have created a customer service escalation ticket for the regional manager to review. For your records, the customer case # is *******-155. Please allow 48-72hr for the regional manager to review the case and reach back out to you. Thank you for being a valued Tire Discounters customer, we will be in touch soon!

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car down have four new tires put on when I got it back 10 minutes later I realized the rims were all scratched I took it back down to him let him take pictures of it they washed them took more pictures and said they would make it right he puts a report on the GM's desk at ************ Discount Tire Discounter he called me and told me the damage was already there I told him no it wasn't so I took the car back down there he took more pictures and basically called me a liar very rude my husband was with me when we were talking to him my husband clean the rims, Wheels once a week I think he would know if they were damaged I am getting nowhere with them I want them replaced repaired whatever it has to do to make it right I didn't give $50,000 for a car that look like this

  Business response

  08/06/2024

  At the request of the customer, Tire Discounters has reopened and conducted a second investigation. The customer provided photos of the damage they reported on all 4 wheels, however, these photos support the initial investigations findings. The damage shown in these photos is consistent with curb damage. With no matching marks on the sidewalls of the tires it is clear that the damage occurred before the customers visit. Tire Discounters will not be investigating this further and considers the matter closed. 

  Customer response

  08/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** ******
  

*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. ↩