ComplaintsforTire Discounters, Inc.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My car was taken into the shop on 7/9/24 for an air conditioner issue (both temperature and consistency of pressure). There was little-no communication while it was there unless I called to check in. I got the car back on 7/11/24 and they said they replaced the orifice and it was fixed. At this time they charged me $169. On 7/12/24 the AC stopped running again so I took it back in on 7/15/24 and again with little-no communication unless I called said that they couldn’t replicate the issues but felt that it was the compressor. They kept the car until 7/18/24 and charged me $1364. I told them that we were leaving town on 7/19/24 for a week and the manager Jay assured me it was cold and working. The next day again my AC stopped working again on the way to ** ***** so we contacted the regional manager J*** Foster to request a refund. J*** said that he had a shop near ** *****, ********** **** ********** that we could take the car to. We got in contact with the manager there J** M***** who told us to bring it in. We took it there 7/19/24. We ended up having to drive 1 hour to and then 1 hour back to where we were staying (had to borrow a car from a family member we were staying with). Again with little-no communication we contacted them on Monday 7/22/24 to check in as we had to leave town again Tuesday to go to ****** ***** for my daughters softball tournament. They told me that the AC was blowing out hot air when we brought it in so they replaced the orifice again (no charge) and checked the doors of the vents. Jim then told my husband he would come pick him up at 3 pm so they could test drive it for 2 hours (there and back). At 3 my husband called as Jim was not there and he reported that he hadn’t left the shop yet so we had to yet again borrow another family members car to drive there and back for 2 hours. We left to go to ****** ***** on 7/23/24 and 45 minutes in our AC stopped again. We contacted J*** again to request a refund but he keeps telling us to come in.

  Business response

  08/06/2024

  Thank you for reaching out to us! We have created a customer service escalation ticket for the field manager to review. For your records, the customer case # is ************ Please allow 48-72hr for the field 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

  08/22/2024

  Our store associates were transparent and advised you that the suggested work might not resolve the issue, with this knowledge you approved the repair. Tire Discounters has investigated this issue and considers the matter closed. 

  Customer response

  08/22/2024

  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.
  
  Unfortunately I do not find this issue to be resolved and closed. The second time I picked my car up the manager, Jay, assured me that I would have cold AC all the way on my trip which would indicate that the problem was fixed. That did not happen.  I followed J*** Foster’s recommendations to take it to another shop in which the AC was not working at drop off (which indicates that the issue was replicated in a shop) and the issue was not fixed.  I also find it very concerning that the previous response stated that they could not replicate it due to the issue being 45 minutes after driving the vehicle which states that they weren’t willing to drive it that amount of time to replicate the issue in **************.  Then when we took it to **********, J** M***** stated that the AC was not working at drop off.  He was also supposed to pick my husband up and drive him back to the shopwhich would have allowed for almost 2 hours of travel time to and from the ********** tire shop however did not come at the time he stated he would and would have been at least an hour late.  We and my family have been customers for several years getting all of our work done at Thompson Tire and it is unfortunate that they will not accommodate loyal customers.

  Regards,

  
  ***** ******
  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On or about 09 July 2024 I went to the establishment (Tire Discounters / address being listed above; and arranged an appointment to have my vehicle aligned because the vehicle was pulling to the right and not steering straight forward. I inquired what the service cost would be for the vehicle alignment and the female counter attendant who set to appointment time and date informed me that the cost would be $129.00 USD plus tax. She did not mention that there would be an additional charge of $16.25 for so called Shop Supplies Fee. This additional charge was never mentioned to me when I requested a price quote for the alignment of the vehicle. So, without this notification of additional charges other than the standard Ohio State tax; I agreed to the price and made / established the appointment with Tire Discounters. (Reference to attached documents). When I went to pick up the vehicle, I met with the mechanic and he attempted to inform me that there were three flat spots on the front right tire and that I would need to have the tire replaced. I asked him where the flat spots were on the tire and requested him to mark the locations he was referring to. I drove the vehicle home and the next day 13 July 2024; I took the vehicle to *** **** automotive center where I had purchased the tires. I showed the *** **** counter attendant a copy of my tire purchase receipt. I informed the *** **** counter attendant that I just had my tire aligned at Tire Discounters next door and that the Tire Discounters mechanic stated to me that the tire was defective and that it had (3) flat spots on the front right tire. Then after the *** **** Tire mechanic had completed his inspection of the tire, he stated to me and the *** **** counter attendant that there were no flat spots on the tire. He stated that the tire had not detectable defects and no flat spots on the tire.

  Business response

  07/18/2024

  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 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!

  Customer response

  07/30/2024

  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.

  Hello *********,

  
  

  Regarding: case file number: complaint #********

  
  

  Regarding the following inquiry:

       * Has the company addressed the issues of this dispute? 

  
  

  No. The only response notice from the company that I have received regarding the business was the following posting reviewed from the BBB web site:

  
  

  The business has not contacted me in any form to resolve the issue.

  <><><> 

  MESSAGE FROM BUSINESS:
  
  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 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!

  
  

  I have heard nothing further from the business other than the posting they replied on the BBB web site and it has been well past the 48-72 hours since the message was sent / posted.

  <><><> 

  
       * If not, why? 

  
  

  I do not know why the business has not responded or reached out to me. No communications has ever been received from the business since I filed the complaint with the BBB 

  
       * If an offer of resolution was made, has the company fulfilled the proposed offer? 

  No offer of resolution or communications from the business have occurred or been received towards my behalf.

  
  

  
  
  Regards,
  
  ****** ***
  

  Business response

  07/30/2024

  According to the case notes the Regional Manager called you at the number you provided on 7/18, 7/22, and 7/23. It states that when he called the line did not ring but went straight to your voicemail. If you could please return his call, he'd be more than happy to look into this matter for you. Thank you 

  Customer response

  08/14/2024

  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. 

  
  Please be informed that Tire Discounters deposited back into my account the total amount after I had last responded to you.
  I reviewed my banking account today (8/13) and I had noted that they deposited the revenues back into my account.
  I now consider the matter closed.
  Thank you in regards to your assistance in helping me resolving this matter.
  
  Regards,
  
  ****** ***
  

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought tires from the *** ***** store. They said they were unable to do an alignment because they couldn't turn the tie rod sleeve. I discovered several bad front end parts, so I literally replaced everything on the front end of my ****. New tie rods and and sleeve, drag link ends and sleeve, new track bar, etc. With all new front end parts, I now needed the alignment more than ever. *** ***** had no availability so I went to ******. They aligned my **** and I picked it up. A few days later, I'm making a turn at the bottom of a hill and as I hit the breaks the front end started vibrating so badly it nearly shook the steering wheel out of my hands. This is known as death wobble and it's usually associated with worn out parts that allow movement or slop in the front end.... impossible with all new parts and a fresh alignment. Turned out that after my alignment, none of the front end adjustments were tightened back down. The nuts were not tight against the sleeves, and both sleeves could twisted by hand. I've now talked extensively to the store manager Jeremy, who basically apologized that his store nearly killed me and did nothing else. His DM, Greg, had a conversation with Jeremy and got a voicemail from me, and evidently this very serious situation doesn't even warrant a return call. I have called and tried every option at their headquarters number and can't get a real person. Now I have tires that are "eaten up" according to them, and can't get an alignment because I don't trust them not to try to kill me again. No one cares. They say they care, but actions are louder than words. This whole situation is entirely unacceptable.

  Business response

  06/21/2024

  On 6/18 we in the corporate office spoke with you and opened a customer service case, CT#********, for the field management team to investigate and reach out to you. At that time, we did advise you that the Regional Manager of that location was currently out of the office but the Area Operations Manager would be reaching out instead. Since this case was opened several attempts have been made to reach you. Unfortunately, the Area Operations Manager has been unable to leave a voicemail due to your voicemail box not being set up. If you could please return his call we would greatly appreciate it, thank you.  

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This situation spans 2 months. It's too complex to condense down to the character limit of this field without sacrificing key details, context, and supporting facts. I will attach a pdf of a more detailed breakdown. A ****** Drive link containing photos/videos will be in the pdf. Essentially, this location improperly installed a coilovers on my car. The rear springs were set to max height and nearly max compression, while the rear shocks were set to minimum travel distance. This caused extremely harsh bottoming out of the rear shocks, jamming the bumpstops up past the divider, which can cause detrimental damage to the shocks. If I had continued to drive the car this way, the shocks would have been destroyed. The manufacturer of the coilovers investigated the situation, this was their conclusion. They provided instructions how to correct this, but the technician still wasn't able to get it right. I submitted a support ticket to TD. A district manager named Joe called me and insisted there was absolutely nothing wrong with the install, deflected from the point when I explained what was wrong and how to fix it, and tried to spin blame back on me. He told me I would not recieve further adjustment, but I would recieve a refund for 3 hours of labor since I was charged 5 hours on the coilovers install but they only spent 2 hours. I was more concerned with getting the rear coilovers adjusted properly than I was about money. I had to pay someone else to adjust the coilovers properly since TD refused to stand behind their labor. The next mechanic who actually fixed the problem on 6/13 was able to maintain the desired ride with a proper amount of shock travel, so the problems with TD's install were either the result of genuine incompetence or willful negligence. As if this wasn't bad enough, I was only refunded for 2 hours of labor instead of the 3 hours I was told. I am now seeking a refund for the full 5 hours plus alignment since it needs to be realigned.

  Business response

  06/27/2024

  Thank you for this information and making us aware of this situation. We will update your previously opened customer service case (**********) for review. 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

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They messed up my van they were supposed to change the tires an do a linemen. When I got my van back it was undriveable

  Business response

  06/08/2024

  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 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

  06/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 4/18 I purchased 4 new tires at this location. The selling point was a rebate for a $100 giftcard with promo code ********. I submitted all requested information on ***********************************, as directed. I received an email with the following information: Invalid Reason: Blank or hard to read invoice - The document provided is not clear/hard to read or does not contain the correct information. Please resubmit your rebate with a clear image. Submission ID #: ******** Promotion: Tire Discounters Offer #: ******** The image included was clear and included all required information. In the email, no example was provided to show what was "not clear/hard to read." In fact, a separate rebate submitted directly to ****** Tires for the same purchase was accepted without issue, using the same documentation/images. I would like my $100 rebate as was promised by Tire Discounters as part of the purchase.

  Business response

  06/11/2024

  Thank you for reaching out and making us aware of this situation. I apologize for the inconvenience but that rebate is facilitated by ********* Bank and unfortunately we do not have access to any of their systems. To find out what more information about the denial you'll need to contact their customer service team at ###-###-####. If a digital copy of your invoice is required please let us know but emailing us at ***************************. Thank you and I hope you have a wonderful day!

• Initial Complaint

  05/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This was the second time I had my oil changed and requested my tires be rotated. When picking up my vehicle they told me they didn't need to be rotated. It's not up to them. My appt was for an oil change and tire rotation. I wanted my tires rotated and that's what I asked for. I am very disappointed in the service.

  Business response

  06/01/2024

  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 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!

  Customer response

  06/01/2024

  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,
  
  ***** ******
  

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went in on April 19th for a 9am appointment to have my car serviced, which included an oil change and checking brakes, the front and back to determine what was needed, and to replace back windshield wiper. I was told I needed back brakes and rotors, and the front were fine. Also recommended doing coolant flush based on my mileage. So I agreed to oil change, back brakes and rotors, coolant flush and replacing back windshield wiper on my **** **** **** *** ***. I asked how much this would all be, and was told about $700. Agreed to move forward and waited in shop for work to be done, was told car ready after waiting over 3.5 hours and went to pay, and was then given a total of over $900 hundred something. I informed the worker, that was not the price I had been quoted, he went and got Manger, who came up and started doing adjustments on the register and gave me a total of $794.03. I paid via my Tire Discounters credit card, left and got home, and realized I was only given page 1 of 2 and it showed a charge of $75.00 for a wheel alignment, which had NEVER been discussed or agreed to and NOT even sure this was even actually done. I called up there Due to not receiving page 2 and being charged for a wheel alignment that was not discussed or agreed to. I spoke to manager, he agreed to Credit my account the $75, and said he could not do it at the location and would have to call corporate to get done, and they have my credit info already. I went back to location same day and was given page 2 of 2 and told request was made to corporate already. This was on April 19th and it's now May 18th, and I have yet to see the $75 credited back to my Tire Discounters credit card.

  Business response

  05/23/2024

  I apologize for the delay and appreciate your patience with with this situation. I have checked the status of your refund and it seems a total of $80.85 was credited back to your Tire Discounters Credit Card on 5/20/24. If you do not see that credit please let me know. Thank you!

  Customer response

  05/23/2024

  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. As, I did go online today and seen the credit back to my Tire Discounters credit card for the amount of $80.85.
  
  Regards,
  
  ****** ****************
  

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had Alternator put on our car by Tire Discounters on 01/24/2024 after having Charging issues with our car not starting and paid $529.05 to resolve the issue. Then is 03/19/2024 the car again was doing the same thing, Charging issues with our car not starting and my husband got strained in ********** **. We had the car towed to a local shop and had to have another alternator put on and found out the battery terminal was bad and paid $651.29. This issue of battery terminal was missed by Tire Discounters. So we have had to pay in total $1180.34 in less then 60 days of service for this issue. We reach out to Tire Discounters 03/19/2024 and was told to bring in the invoices and they would see about getting us refunded. We have waited a couple weeks in-between calls and called back 4 to 5 times and spoke with Manager Eric at TireDiscounters with his respond he is sorry and will follow-up on this and promises he would get back to us. We never got a return call to the 5 calls we have made to him. I am requesting a full refund, because they did not resolve the issue, and the work had to be redone. Also the fact being strained an hour an 1/2 away from home and having to have our car towed, and pay someone to come pick up my husband to get home and getting a ride back to pick up the car once fixed from 2nd shop. We trusted TireDiscounters would find the problem and fix the cars issue, instead they did not fix the problem. We are very disappointed in the fact this has cost us over $1180.34 not counting the money paid for transportation back and forth and the fact my husband has health issues and was strained on the side of the road an hour and half away from home. We need help to get this matter resolved. My husband is disabled and recieved disability and spending this much money is not something we can afford. We have given them plenty of time to resolve this matter and we just want to be refunded for their error.

  Business response

  05/20/2024

  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 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!

  Customer response

  06/05/2024

  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.

   

  Complaint ID: ********. This has not been resolved. They did call and said they would review for refund but never heard back from them. We have been nothing but patience and nice to this company and they keep telling us they are working on it but then never get back to us. I am very disappointed they have keep saying they are working on this but then don’t follow-up.

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

  Business response

  06/06/2024

  I apologize for the miscommunication but according to our records a refund check was mailed out to you on 5/31/24. Typically it takes anywhere from 7-10 business days for checks to be delivered by the USPS. Please let us know if at the end of that time you have still not received the refund. Thank you!

  Customer response

  06/07/2024

  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. 

   

  This has now been resolved. Refund has been received. Thanks for y our help on this matter.

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

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a set of Tires from ** **** Tire Discounter's *** ****** ***** ***** Phone Number ###-###-#### We had talked about the wheels before any repairs were done, the advisor looked at the wheels before they started on the car we both agreed they were no damage. 2 Hours later I get a call with damage on the wheels and pictures. How did that happen we already agreed there was no damage on the wheels. Now they are telling me I was advised. Which is not true. Now they are declining any repairs of the wheels saying it was previous damage. Poor customer service…. The notes on the invoice was added after I left the Business that was not the invoice I signed to give them permission to work on the car.

  Business response

  05/10/2024

  A customer service case has been created for the customer and they will be contacted within 48 hours (not including weekends) by the regional manager (per ***.) Case #: **********.

*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. ↩