ComplaintsforQuattro Tires

• Initial Complaint

  17/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was really excited while ordering a set of 4 new General 365 AW tires from Quattro. Received the tires a few days later. Order number - *******. Below are my obeservations upon installation. 1. Tires were 2020 manufacture. I was sold tires that were 3 years old. 2. I felt vibrations on my Genesis g70 immediately after installation. Went to check their roadforce - 2 of the 4 tires had roadforce value of between 25-30 Lbs. I am extremely disappointed with this purchase and I hope they issue me a refund for the two defective tires. So far, there has been no luck with their after sales support team. I have attached roadforce balance photos taken from their affiliate garage. Please help me with a refund for the defective tires.

  Business response

  17/07/2023

  
  On Wednesday, June 14, Mr. *********** contacted us about his dissatisfaction with the DOT. The DOT was: 4820 on all four tires. (This means that the tires were produced in the 48th week of 2020). The tires we sold him have less than 3 years of storage. According to him, the situation is unacceptable, and he wanted compensation.
  
  On our part, our employee tried explain to him that the market standards: DOTs who are 6 years or less are considered in good condition. On our side, Pneus à Rabais, wanting to offer higher standards: guaranteed DOTs of 5 years or less. Therefore, his tires are respecting our quality standards. Mr. *********** does not agree with the explanations and asks to spoke to a superior.
  
  On Thursday, June 15, the superior contacts Mr. to discuss the situation. However, he added a new problem on the list: vibration issues on the vehicle, with proof of his statement.
  We believe that: given the fact that we are the retailer, we should have been the first to know about the situation. We could have guided Mr. in the right way. 
  Mr. ***** took the initiative to go do a "Road Force". Mr. is categorical: 2 out of 4 tires are defective and this caused vibrations on the vehicle. He asks that we exchange those two tires. 
  On our side, we ask for a copy of the report as well as the name of the garage that carried out the tests. Mr. ***** ‘refuses to disclose the information’.
  
  Thursday, June 15, 5:04 p.m.: Receipt of analysis results
  1. Garage information is hidden
  2. The results received are not realistic. Here is the summary:
  a) Tire 1 Front: 17 lbs
  i. Tire 1 After optimization: 17 lbs
  b) Tire 2 Front: 32 lbs
  i. Tires 2 After optimization: 35 lbs
  c) Tire 3 Front: 30 lbs
  i. Tires 3 After optimization: No results
  d) Tire 4 Front: 31 lbs
  i. Tires 4 After optimization: 31 lbs
  In summary, what the results shows:
  - 1 tire is without final results
  - 2 tires have no improvement after optimization
  - 1 tire is worse than before optimization. Which is impossible.
  In summary, either the results have been tampered or the garage didn’t know how to properly use the Road Force. In any case, these results do not make any logical sense. There is absolutely no improvement knowing that this is the sole purpose of the machine.
  
  On Monday, June 17, Mr. ***** asked us for the reimbursement of 2 tires. We refused given the information we had received. We asked Mr. ***** to return the goods to us (free of charge), so that we could do our own tests.
  
  As of Wednesday June 20, we accepted that Mr. ***** buys 2 tires locally and that we will take back the problematic tires. A counter-assessment would be made on their return and any non-compliant tire would be reimbursed.
  
  On Friday, June 22, Mr. ***** returned to us with 2 invoices:
  - Purchase of 2 tires dated June 20 for the sum of $483.98+tx
  - Purchase of 2 tires dated June 21 for the sum of $483.98+tx
  - We have in no way agreed to this initiative of Mr. *****.
  - When we communicate with Mr. *****: he changes his version of the facts and told us that 3 tires out of 4 are not good. He requested to replace the 4 tires and an immediate refund of his entire order. 
  
  We explain to Mr. ***** that we will only be reimburse defective tires and that a second expertise must be made. We than send ***** to get back those four tires.
  
  Wednesday, June 28, we receive the tires at our warehouse and we sent them to Alignement Garbis *** *** ******** ***** *** ****. See the invoice and the results of the Road Force attached "Road Force Result". In summary :
  
  Tire 1: 14 lbs
  Tire 2: 4 lbs
  Tire 3: 2 lbs
  Tires: 24 lbs
  Those results are well below the one he provided us.
  In the industry standards, a tire is considered non-compliant if its 26lbs or more. According to our results, we have 3 good tires and 1 tire on the limit. In good faith, we are willing to give the benefit of the doubt for the last tire and exchange it or refund it. However, the other 3 tires are perfectly good.
  
  We come to the conclusion:
  - Mr. ***** should have contacted us as soon as he noticed the problem with our merchandise 
  - Mr. ***** is hiding information from us about the people who carried out the tests
  - The tests obtained are impossible. The purpose of a road force is to optimize. It is impossible that the 4 tires remain at the same results or worse. 
  - He took initiatives without consulting us, which aggravated the situation
  - We did our own tests with an independent garage and the results are different. 3 tires out of 4 are within the standards and 1 tire is on the limit.
  
  For information, several variables can cause vibrations on the vehicle and a 24 lbs tire cannot be the only source. In addition, the results of the road force are affected by the condition of the rims as well as the quality of the installation (attached "Road Force can be affected")
  
  As mentioned to Mr. *****, on June 20, we took over the tires and carried out the necessary tests. We came to the conclusion that 1 tire is on the limit of our standards and we are open to refund/exchange the problematic tire. The 3 remaining tires will be returned to Mr. *****. 
  
  Best regards, 
  

  
  

  Customer response

  17/07/2023

  
  Complaint: 20199714
  
  I am rejecting this response because:
  

  The Roadforce screenshot sent by Quattro shows 14 and 24 LBS in the rear tires. I understand the RF values can differ based on the installation and Rims. In my case, the car is a new Genesis G70, 2022 model. Purchased end of 2022. I tested the RF in three different shops and all the shops showed very high roadforce, rears were exceedingly defective and the front was subpar. As per Genesis engineer at the service center - any roadforce value of over 12 lb is unacceptable considering it is a luxury sports sedan. The range of 26lb as upper limit is for a SUV and not a sports sedan.

  I have attached a screenshot of the values that came from the test I conducted. I also did not suppress any information relating to the garage that did my roadforce. 

  Frist test was conducted by Green car tires, Second by Rensport tires who is an affiliate garage of Quattro and the final one was conducted at the time of replacement at a local garage where I decided to purchase the other tires in Toronto area.  

  I am willing to settle for a refund of 3 defective tires as its shown in the roadforce screenshot. I have spent a lot of money and time running around getting my car tires fixed and the mental trauma caused by the defective tires shipped by Quattro.  Please do not ship any tires back as I will be rejecting the shipment. 

  P.S - I'm not concerned about tire manufacture dates. I checked the roadforce as the car was bouncing around at highway speeds after installing the tires shipped by Quattro.

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

  Business response

  03/08/2023

  I wanted to let you know : we did accept the request of M. ***********.
  
  We did refund half of the invoice. I made the credit of 493.13$ on his paypal account. (see attachment)
  
  On our end, the file is closed.
  
  Best regards,
  

  
  

• Initial Complaint

  06/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called for tires. Recieved tracking number. Tires were not recieved upon calling was told i was at fault for delivery driver not capable of finding an address upon calling about 10 times i was told i could not get a refund untill tireswere recieved. I am paying intrest on the credit card and i havent recieved anything but a tracking number and recite of purchase

  Business response

  20/12/2022

  Good afternoon,

   

  As you will see in the attachments to this message, we did reimburse the client in full on December 7th. On our side, everything is done, it may however take a few days before it appears on the statement of account at which time you should contact the financial institution so that they can check on their side.

   

  Thank you and have a great day! 

• Initial Complaint

  14/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My last email communication to Quattro is below. I've now sent 3 email follow-ups as well as left a voicemail and I've recieved no response from this company or ********. I would like a refund issued for the items I didn't receive please. I have just had a family member pass away and don't need or want this added stress. I'm not sure where my delivery ended up at 9:30PM September 9th however it did not end up here. Thank you. ------ From: ***** ***** <*****@grandrivermediation.ca> Date: September 10, 2022 at 8:42:04 AM EDT To: ********************* Subject: Fwd: ***** *********  Good Morning, I woke up this morning to a delivery notice from ******** that shows delivery to my home at 9:30Pm yesterday. A couple of things here. I am on vacation, I’m not home. Tracking didn’t show anything close to delivery happening as of yesterday morning so I wasn’t worried about it. Second I have a small child so thankfully we were not home or it would have most definitely woken her up. Now, I asked my neighbour via phone call this morning if there were any tires on my driveway this morning and he said no. So now I apparently had 4 tires delivered last night, well after dark, that are no where to be found. At this point these could have been misdelivered for all I know. I’m not entirely sure what to do now. My feeling is to request a refund so I can reorder but the entire experience here hasn’t been great so I’ll have to think about it first for a while before i do that. Please advise as soon as possible. ***** Sent from my iPhone

  Business response

  19/09/2022

  We did several follow-ups with our transport company, which confirmed that we had delivered the order (4 Landsail Winter Lander 205/55R17-95H tires on steel rims) on September 9 at 9:23 p.m. Mr. ***** had some discussion with our coordinator about this and we noticed that Mr. had changed his version.

  Initially Mr. ***** confirmed having looked at his cameras and not having seen any delivery man delivering the merchandise, subsequently our coordinator asked him for the said recording and Mr. ***** told us that it was too dark to see anything there and that the video would be of no use to us.

  Subsequently, we asked the customer to make a police report, which he refused, since in his opinion it was not a theft. He also mentioned to us that he was ready to pay 50% on a new purchase?

  We find that Mr.'s speech is changing, since our policy is very clear (Quattro tires is responsible until delivery) we believe that we have been in good faith by asking him for supporting documents to help him but we must refuse his request, due to the fact that he does not provide us with the information requested.

  Customer response

  20/09/2022

  
  ********** ********
  
  I am rejecting this response because:
  

  I need to clarify some inaccuracies in the response of the seller here.

   

  1 - I don't have any idea who the 'Coordinator' is however my 'story' remains the same and accurate. My tires were delivered after dark and they were NOT delivered to my home.

  2 - As far as the cameras go again this has been misconstrued by the seller. I believe alot of the issue here is a language barrier. What I was saying is that IF there was a delivery and a vehicle on the road that parked in front of my house, that would be useful footage to provide. Since there was no delivery and there was no vehicle or any lights at the apparent delivery time, only darkness shows on the camera. No lights or anything. THIS is why the footage isn't useful.

  The seller and/or ******** has NOT been able to provide any proof from their end that a delivery was made here. No photo of the tires, no photo of the address on my house, no proof at all that a delivery took place to my home. Even when I order toilet paper from ******, they provide a photo proving there was a delivery. Did ******** do this? If not, they are liable to provide a refund here.

  3- Correct - I won't make a 'false' police report, that is accurate. There was no delivery made here and I have no proof from the seller or ******** that a delivery was even made to this residence. There was no theft and I won't file a police report for nonsense.

  4- Regarding the 50% - as I told the gentleman from Quattro, I had a death in my family and I've gone back and forth with Quattro. They want supporting documentation from me however cannot even provide proof that there was a delivery made to ** ******** *****. They can't. I am very stressed out about my family and this just adds to it.
  

  In some kind of good faith, if the seller was not willing to refund the whole sale (which they should), I tried to compromise by suggesting that Quattro accept at least 50% of the liability here and refund me the rest and I'll leave and buy my tires somewhere else.

  The bottom line here is that neither ******** nor Quattro Tires have any proof themselves (photo etc) that PROVES a delivery was made to my house. That is because it was made late, after dark, on an unlit street to the WRONG HOUSE.
  

  Quattro has been telling me that they want my cooperation. Now I am asking for them to make good on this rather than making their customers feel like thieves.

  Thanks

• Initial Complaint

  12/01/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We ordered 4 sets of winter tires with rims and TPMS sensors. One of the TPMS sensors was broken. After we put the wheels on the car we got "TPMS Malfunction" error on our 2021 ***** * hatch. We figured it had something to do with the cold but when we took it to our dealer for an oil change, they checked it out and said, the left rear wheel sensor is not reading and therefore broken. We email quattro and they call us (I'm paraphrasing here) stating: Please take it to this ** **** location close to you and have them check the sensor to see if it needs re-calibration or replacing. They followed it up with this email (direct quote): "Good morning, As mentioned in our previous call, you can go to this address to fix the issue with your TPMS SENSORS. All you have to do is mention that they are MAX SENSORS SELECT and explain the situation. ** **** ***** * ** ******* ******* ** *** *** *************  I remain available for further questions, Best regards," We booked the appointment, ** **** told us that it was indeed broken/not reading, so they replaced it for us. We email the invoice back to quattro ($142 for sensor + labor) and they basically tell us that they are not refunding the price of the new sensor but just the labor. They said that all we had to do was let ** **** tell us that the sensor is broken and take the car back without doing anything else and call them so they can send us a new sensor and I assume book further appointments to install it later. Honestly felt this was very poor communication as most people would instinctively assume that once its proven to be broken (twice in this case) and the email states "fix", in this case fix = replace the sensor. At no point on the phone or in the email did they state that we are not allowed to replace it and instead should call them after diagnosing the problem. I would like a full refund for this as I received a faulty sensor and Quattro did not appropriately communicate the instructions.

• Initial Complaint

  13/12/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 4 winter tires from this online vendor on November 15, 2021. I received my tires approximately a week later. Within that same week, I hired a tire company to install them on my vehicle rims. The technician was able to install only 3 out of 4 tires since the last one appeared to have been bent in shipping. I contacted the vendor by phone on Monday, November 22, 2021, to which I was instructed to send a picture of the damage to their general email address. I did so immediately and then waited, and waited, and waited. I contacted them again via email on November 25. 2021 and got no reply. I called them on the 27th and they told me that someone was going to call me that day to give me an update. No call. I called again on the 31st and same answer as before. This is an aftersales issue and someone will call you today for sure, no call. I called no less than 6 times and sent them emails on Nov 22, 25, Dec 1, 6, and 7. Still haven't received a clear answer on what's happening either via email or phone call.

  Customer response

  04/01/2022

  
  Hello,
  
  I finally heard back from the company. They replaced my tire and gave me a $25 credit on my purchase. Don't know if this complaint finally pushed them into action but I thank you anyway for your assistance.
  
  Regards,
  
  ***** **********

  
  

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