ComplaintsforSumter Tire & Auto, Inc

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A tire was purchased from ****** Tire on July 13th for $149.12 we were advised by them that they did not have the tire size that we needed but they had something that was close to it that would work for the vehicle so we purchased it Sunday July 16th this tire that we purchased from them blue and shred it basically to pieces while we were driving on the road back from our road trip this was on Sunday we had to find a tire shop that was near that was open on Sunday to replace the tire in which we did which was at ***** Tire Center they did not have a new tire but they did have a used one which was $65 and which we purchase to get home on Monday when I got home I contact ****** in reference to the tire blew out issue they stated that it was a hazard issue warranty so contact their Hazard Department eye contact has a department they stated to find a local tire shop that was near me that had the tire that I needed and to make an appointment with them in which I did and have the tire shop to contact them when I arrive for further instructions and for payment upon arriving there at the tire shop the warranty company which is the hazard company decides that they're not responsible for the replacement of the tire they tell me to contact ****** I contact ****** ****** told me that they were contacting the hazard warranted company and will give us a call back they stated that the warranty company did not want to replace the tire because the tire size was smaller than the other tires that were currently on the vehicle in which they knew this already so ****** doesn't want accountability neither does the hazard warranty company but we were told that the tire that was going on the car was a little bit smaller than the tires that were currently on there by a tab but it will work we did not expect the tire to blow out in 3 days and we barely drove the car you know when we got to Clewiston you know I am very upset that no one wants to take responsibility we had to pay an additional $129 today and 22 Cent to get a new tire put on there by **** ******* in which somebody ****** or the hazard warranty company should have been responsible for and nobody wanted you know wanted to take responsibility for that tire and we were told by ***** that the tire was actually dry rotted so I'm just trying to figure out how will you have a customer to pay for a tire they only had it 3 days the tire went out on them and this tire was not much smaller than what was already currently was supposed to be on there and nobody wants to take responsibility for what occurred and we were out of 360.00 total that was 149. 12 from ****** $65 from ***** for a used tire and $129.22 today from **** ******* if Warranty company didn't want to cover the tire replacement ****** should have been willing to reimburse us or replace the tire with the right size since we were advised by the person that was installing a tire that the tire will work for the vehicle it just was you know a tad bit smaller they should have at least gave us a courtesy replacement that doesn't look well for their business when you have someone out of town traveling and do business with a company and they don't accept accountability for their actions

  Business response

  07/26/2023

  Please see original invoice where customer initialed note stating they were aware the only size tire we had in stock was not correct for the vehicle and we did not recommend keeping this tire on the vehicle. I apologized to the customer that they had a road hazard issue that caused the tire to blow out requiring them to buy a replacement; however, they were told prior to us installing this tire that it would have to be replaced with the correct size anyway. I even took time to attempt to file a road hazard claim with our nationwide road hazard company but it was denied due to the fact the tire was the incorrect size for the vehicle. You now need to take responsibility for the decision you made to purchase a tire that should not stay on the vehicle. We did not force you to buy this tire; you had to option to keep looking or stay in a hotel over night to order in the right size. 

  Customer response

  07/27/2023

  
  Complaint: ********
  
  I am rejecting this response because: they have some accountability in this matter, they sold this new tire and knew condition of tire and now since hazard company stated to deal with ******* directly, and they aren't willing to replace 3-day old tire, they don't want responsibility either although I know a tire that price with road hazard should have been replaced by either party.
  
  Sincerely,
  
  **** *********

  Business response

  07/27/2023

  If it was my vehicle or I was the one driving the vehicle I would take ownership; however, that is not the case here. I will once again apologize for the inconvenience of you having to deal with a road hazard incident; but, I can not control what debris is on the roads any more than you can. Have a blessed day. 

• Initial Complaint

  01/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1/12/2022 I purchased a trailer tire for $167.02. It blew out due to manufacturer defect a few days later when taking it up to 60mph for the first time. I went in to file for the warranty and was refused service by management. I was informed they give faulty tires to out of state people under the assumption they won't return to file a warranty. I attempted to resolve the issue with management and was waved off mid sentence and he walked away. I seek a full refund or free tire replacement per their warranty.

  Business response

  02/08/2022

  Business Response /* (1000, 5, 2022/01/24) */ Contact Name and Title: Alicia ******** Contact Phone: XXX-XXX-XXXX Contact Email: ***************@hotmail.com I apologize that you are unhappy with the trailer tire you purchased. However, the tire you brought back was so damaged there was barely more than the sidewall left. We explained that trailer tires do not have a road hazard warranty. This means if you hit something in the road causing a blow out, you are responsible for the purchase of a new tire. We offered to send it back to the manufacturer and try to get a credit. We explained you would have to purchase another tire first,then any amount given back from the manufacturer would be refunded. This is our process for any tires that have a manufacturers defect issue. The tire manufacturer will review the tire and give an adjustment credit based off of their review. This process takes a couple weeks, so the customer did not want to do that and then accused us of selling faulty tires to travelers. Our exact words in reply to that was ''it's not like we have a warehouse full of bad tires that we sell to travelers''. We have been in business for over 30 years with a stellar reputation for our honesty because that's what we are. We treat all of our customers the same, no matter where they are from or where they are going. Consumer Response /* (3000, 7, 2022/01/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I provided the whole tire for review as pictured below. The receipt also clearly states that ALL parts are under warranty unless otherwise indicated. There was NO indication written or spoken regarding the lack of warranty. I attempted to file the warranty claim but the service provider walked off on me, refusing service. Now that I am back in my home state, I have no way of brining it back for the claim. It's awfully convenient on the service providers end to deny service to me then claim willingness to comply AFTER I have left. Business Response /* (4000, 9, 2022/01/26) */ The customer returned with only the outside tire casing. We explained the entire warranty process to him, but told him without the whole tire the manufacturer was unlikely to do much. We were not given the tire he has in his picture, however the process would not have been any different. We asked if he had the rest of the tire and he said he did not have it. The tire manufacturer is in charge of determining how much credit is given after they inspect the tire. We have to follow the manufacturers warranty process in order to get a credit. We told the customer he would get any credit given from the manufacturer after their inspection which could take a couple weeks. He was unwilling to wait and wanted a free replacement tire that day. The customer was upset and accused us of being dishonest and purposely selling defective tires. At that point our hands were tied. The customer can still bring that tire to any location that sells that tire brand and they can file a warranty with the manufacturer. All he would need is his original purchase receipt. We DID NOT refuse to file a warranty claim, we refused to give him a free tire. Consumer Response /* (2000, 11, 2022/01/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) Sumter emailed me today stating that they made the mistake and that my purchase was in fact covered by both manufacturer and road hazard warranties. I went in and they replaced it for free (plus cost of disposal/taxes $17) Now that they are aware of their own warranty coverages, I hope this helps others in the future. I'm not pleased with the process it took to get them to honor their warranty, but in the end they did rectify their mistake.

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