ComplaintsforAttersley Tire Service

• Initial Complaint

  19/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  In March of 2020 I went to this tire dealership to have the set of 4 winter tires on my personal vehicle dismounted and have regular all seasons mounted in their place. They provide a service where they can hold and store your dismounted (winter) tires for you for the next season. I accepted this storage offer and made the necessary payments. Due to the pandemic and my lack of need to use this vehicle regularly until Dec 2021 I did not request any further services from this business. When I contacted them to schedule a tire switch (to have the winter tires re-mounted again) they told me they had discarded my tires! When I inquired why they would discard my property without notifying me they cited they attempted to contact me but could not reach me. When I asked the sales associate when and how they had tried to contact me he looked at my account/file and then noted they did not actually have any contact information listed for me - only my name. This was a failure on their part to maintain my contact information and he acknowledged this failure verbally on the phone. Seeing that I was upset and dissatisfied he said he will look into their storage facilities and get back to me. I received a call the next day and was told they have in fact located my winter tires and offered to schedule me in for an appointment which I accepted. On the day of the appointment (Jan 4 2022) I called them in advance of the appointment to confirm the timing and I was again notified that the tires are not available and that they have been discarded! I asked for a resolution to this and I was asked to email the store manager Mr. M.. I sent him two emails requesting a resolution and my email was not answered either time.

  Business response

  10/02/2022

  Business Response /* (1000, 5, 2022/01/19) */ This is extremely unfortunate but before we take any tires into storage we make sure the customer understands the terms of storage which are clearly marked on the bill*************. Our storage is seasonal ( 6 months ) and this is when we expect most customers to come in and get their tires changed but we actually hold onto the tires for a year before discarding them if the customer does not come back. We do try to contact customers before we discard tires and in this case no contact info was provided. Consumer Response /* (3000, 7, 2022/01/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from the business is completely unacceptable for the following reasons: 1. The 1 year policy is highlighted only here and was not emphasized by any means at the time of the storage service 2. It is absolutely the business' responsibility to collect customer contact information and ensure it is maintained up to date. In fact the store did have my contact information previously (likely it was previous management?). The fact that they did not have my contact information is clearly a failure on their part. The onus cannot be on a client to verify with every interaction that a store has maintained accurate and up to date contact information. 3. In the highly unusual situation where a store has failed to collect contact information I would expect that an exception would be made and property would not be destroyed or discarded before express consent of the client! 4. I find it extremely disconcerting ****************** that my requests an my email communications went unanswered several times and only a complain to BBB elicited a response from this manager. **************************************************************************************************************************************. 5. Why was I provided inconsistent information regarding the availability of my tires: one time citing that they had discarded the tires and the other time asking me to come in reporting that they have in fact located them? I do not find this business' practises, management or their response to my complaint acceptable at all.

*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. ↩