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Complaint Details
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Initial Complaint
10/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Oct 6, 2022 I went to Brilliant Tire for a required ******************* inspection sticker for a family member's vehicle. The vehicle is in satisfactory condition and should have had no trouble passing inspection. After leaving vehicle with them they called me to tell me that the vehicle failed inspection due to needing four new tires. I returned to the shop where the manager/owner attempted to show me the tread was past the acceptable limits. I tried showing him they were not even worn to the tread wear indicators on the tire he refused to listen to me and walked away from me insisting all 4 tires were no good and I should contact ******** (tire brand) and see if they will help me with prematurely worn tires. other option was to replace the 4 tires for the reinspection or dispute their findings with the MA registry which oversees the annual inspections. I had the tires inspected at two other locations in which both agreed the tires were adequate to pass inspection so I filed a dispute with the state of ************* and the registry inspector meet the following morning to examine the tires in which he immediately determined were within the states acceptable range and ordered the station to issue a passing inspection. He then lied and got argumentized with the inspector saying that they were only concerned about safety and the longevity of the tire and it was only the front tires they were concerned about despite telling us that all 4 needed replacement. You can not operate vehicle in valid inspection in MA and can have the registration revoked if the vehicle in not in compliance. This manipulation is wrong and proof this business is dishonest, unprofessional and lacking morals trying to pressure people into purchasing unnecessary products or services.
Business response
10/13/2022
This was a disappointing situation. We love our customers and hate making them feel rejected. We get it. It's frustrating. I want to clarify the tread depth was not why your car finally passed. You won your appeal because the Inspector judged it was easier to tell you that you were right than deal with difficult behavior. They have that discretion. We do not.
You got the result you wanted. It removed our liability.
The idea that we would fail your car to sell you new tires is ridiculous. We've been in business for 45 years because we treat our customers fairly.
The Commonwealth has video cameras in our inspection bays. We are being monitored and have no discretion when inspecting a car. We must follow the law.Customer response
10/18/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
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