Complaints

This profile includes complaints for XPress Pro Tire & Auto's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  XPress Pro Tire & Auto

  11843 Kemper Springs Dr Cincinnati, OH 45240-1641

  
• 

  CarX Auto Service

  1429 E Dorothy Ln Kettering, OH 45429

  
• 

  CarX Auto Service

  1429 E Dorothy Ln Kettering, OH 45429

  
• 

  XPress Pro Tire & Auto

  9326 Colerain Ave Cincinnati, OH 45251-2012

  
• 

  XPress Pro Tire & Auto

  5410 Glenway Ave Cincinnati, OH 45238-3425

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had no leaks before having my vehicle worked on.I had a water pump replaced and thermostat replaced. I got vehicle back thermostat didn’t work and I now have an oil leak that caused my car to stop running.I left review on website got a call back from owner said he was going to tow my car in to look at it never heard no more from them.I want my car replaced because I feel the leak was caused from them not installing water pump correctly

  Business Response

  Date: 02/10/2025

  We are having trouble locating the invoice this complaint  is in reference too. Can you please provide the invoice # or customer phone number for your vehicle history? 

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Had all front end new parts put on at two different x press pro location over $6660 dollars and still having the same problem now x press pro are recommending me to take my vehicle to another x press pro location. I Also had four new tires put on and one tire had to be replaced x press pro replaced my tire with a hold different tire from other three tires. I feel they were just guessing at parts that could possibly fix my problem. To the tune of $6666.00 dollars.

  Business Response

  Date: 01/03/2025

  We have contacted and spoke with Linda and we have made arrangements to have her vehicle brought to another location for one of our Master Technicians to evaluate the vehicle. In regards to the tire, the original tire purchased was out of stock at the distributor but, the correct tire is on order and we will swap the tires at no charge as soon as the matching tire arrives. We hope to reach a resolution with these matters by end of next week. Thank you!

  Customer Answer

  Date: 01/09/2025

  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. 
  
  Regards,
  
  ***** ********
  

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/7/2024, I took my car to Xpress Pro (********* location) for an oil change. This is my son's daily driver, there were no known issues. During the oil change they noticed an oil leak and a small transmission leak. I have a regular mechanic, so I declined the oil leak repair. Since they already found the needed part for the transmission, I agreed to that repair. It was going to take a week for the part to come in so in the meantime, I took the car to my regular shop for the other repair. While there he reviewed the transmission leak and agreed that it was small and coming from the pan. On 11/22/2024, the part finally came in and I took it back to Xpress Pro for the repair. Once finished, we drove it directly home and the next morning it would not start. Since it was a weekend, I had my regular mechanic come and get it. He stated that Xpress Pro did not hook the battery back up properly and also that the transmission is louder than he was the week before, it was still leaking, and they did not properly install the transmission pan. They were missing parts and instead just used silicone caulk to attempt to seal the transmission pan. I took it back to Xpress Pro to fix immediately that Monday morning, 11/25/2024. The person I spoke with, C********, was very apologetic, agreed that it was missing gaskets and offered to re-do for no additional charge and also offered to replace a brake light that was out. Since it was a daily driver, I called for an update each day. We have been very put out by not having a car for weeks. On Friday, 11/29/2024, they told me that they aren't sure what happened, but the transmission will no longer engage at all and that there is nothing more they can do. I brought the car in for an oil change driving fine and now it is undriveable due to their faulty repairs and they won't even refund. I have photos of the shotty work and multiple opinions including the my regular shop who are now in possession of the car.

  Business Response

  Date: 12/16/2024

  In regards to Ms. *********'s complaint, we would like to update with further information after an investigation we conducted. We reached out to Ms. ********* to have the vehicle towed to one of our locations where we employee a technician who specialized in transmission rebuilds and services at not just our locations, but dealerships as well, to evaluate the vehicle. We asked him to assess the vehicle and document his findings. In regards to the sealant claim where no gasket was used, that is the correct repair procedure for this transmission. RTV sealant is used per the repair procedure after removing the valve body cover in lieu of a gasket. This is common for many repairs in the automotive industry. Upon inspection he was unable to see any current leak coming from the transmission. He verified the fill level was correct and drove the vehicle with diagnostic equipment attached and recording data. Our technician was able to verify the front pump inside the transmission was providing the proper pressures necessary for the transmission to function. When the vehicle shifts through the gears, there are issues with a mechanical connection causing the transmission not to shift or to cause the transmission to shift into an improper gear in an attempt to provide motion. He suspects the clutch packs internal to the transmission are worn out causing the vehicle to slip and not transfer power/motion through the gear set. This happens as a result of wear over time. The vehicle has high mileage and unfortunately this isn't uncommon for age and condition of this transmission. There was concern expressed from Ms. *********'s local repair facility that excessive RTV sealant was used on the valve body cover allowing the RTV to clog an orifice internal to the transmission. We have not removed the valve body cover at this time but, we can ascertain with high certainty that this is not probable or possible given the function of the transmission. We are willing to work with Ms. ********* in order to further repair the vehicle and reach an amicable solution. Due to vacations, we have not been able to connect at this time and we are hopeful to be in contact in the next few days. 

  Business Response

  Date: 02/10/2025

  We are very sorry for the circumstances surrounding this issue. Unfortunately there is no way to predict pre-existing internal damage or wear to mechanical components. We disagree regarding the repair. In an attempt to appease you, the store attempted to locate a gasket that was not required or recommended for the repair. Whomever informed you that this gasket was required is mistaken. The repair was performed correct initially and re-performed a second time correctly. We even paid to have the vehicle towed from across town to have our own transmission specialist assess the vehicle who also verified the repair was performed correctly. 

  Customer Answer

  Date: 02/10/2025

  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.

  
  

  There was no offer to repair or a satisfactory agreement made. My reviews with photos will stay posted and potential customers can make their own determination if the repairs appear correct. 

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

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept 5th, 2023 I brought my car in and spent $1500.00 to replace a couple of parts. After they had it all weekend, I was able to pick it up September 9th. I started the car, noticing a weird sound, the eventually went away and drove off. Tuesday morning, I was unable to get my car started. I had my car towed back to the shop on Wednesday, where they told me that the motor was dead. My car has recently been towed back to my local mechanic where he has reason to believe that Xpress Pro killed my engine. He will be doing a full diagnostic on my car. I feel like I've been used. Not only do I feel like they stole $1500 from me, now I'm without a car, and they want another $3000 to replace the engine.

  Business Response

  Date: 09/30/2024

  We apologize for the circumstances around Miss ****'s vehicle but we stand behind our workmanship and diagnosis. The vehicle was brought to our location for an overheating issue and coolant leak. We found the thermostat housing was leaking and the vehicle had been overheated multiple times. Our manager informed Miss **** several times that repeated overheating can cause internal damage to the engine. After replacing the water outlet housing, our technician noticed a leak from the water pump as well. We informed Miss **** of the findings and made a recommendation to replace the water pump and timing belt as part of the service. At first she declined and left the vehicle as we urged her not to drive it with these issues. She then authorized repair and we replaced the water pump and timing belt per her authorization. After completing the repair, we test drove the vehicle, pressure and block tested the cooling system, and returned the vehicle. All systems passed at this time. The following day the vehicle was returned to us for a no start condition. Our ASE Master technician who performed the initial repairs verified our workmanship and discovered the engine suffered an internal failure and required an engine replacement or rebuild. We suspect this is due to the multiple times the vehicle was overheated. We offered a substantial discount on replacing the engine assembly with a used engine. The discounted amount was relative to the cost of repairs performed initially. We are very sorry that this outcome occurred but, when overheating conditions occur, it's possible to cause internal damage to the engine. We pressure tested the cooling system and performed a block test after the repair. Both these tests passed and it is the only test we can perform to show internal engine issues without physical disassembly and inspection of internal components. If Miss **** wishes to replace the engine assembly, we are more than willing to work with her on completing the repairs. 
  
  

  Customer Answer

  Date: 09/30/2024

  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. 
  
  Regards,
  
  ****** ****
  

• Initial Complaint

  Date:02/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transactions 12/02/2023, 12/04/2023 Brought vehicle in for engine light on, was told that my vehicle needed a new Front Catalytic Converter, also a new Turbocharger total for both repairs was $4290.51, I agreed to the repairs and drove my vehicle within 2 days the engine light came back on, called Car -X was told that its normal for the light to come back on wait a few days if it stays on the call back, they claimed with all the engine work that was done its not adnormal for the engine light to come back on. Engine light stayed on, called and was told to bring it in once again, they had my vehicle for 2 days said to come on get it, once again the engine light came back on within 2 days, called againg and was told by the Manager that they had no idea why the engine light keeps coming back on, was told to bring it back that they will take it to another CarX location that has a better qualify technician to look at my vehicle, I was told that they worked on my car for 5 hours and believe they found the problem, once again the engine light came back on, I called once again and was told they dont know whats wrong with my vehicle, that possibly its something else and to bring it in whenever and they will try to look at it. I haven't taken my vehicle back to CarX, instead I took it ******* Motors for them to check it out, they claimed its the wrong converter for my Buick, it should be a GM, and said take it back to CarX and have them replace or get your refund, I spoke with the manager from CarX and he refused to listen to be or look at the pictures that ******* Motors had taken. So my engine light is still on and I'm paying the $4290.51 for something that wasnt taken care of. I have pictures, copies of invoices. The Turbo was replaced as well to find out that was under manufactory warranty which would of cost me nothing to replace. CarX had to see that on their computer updates on vehicles, instead they charged me for it. I believe I've been taken advantage

  Business Response

  Date: 02/23/2024

  We spoke with ***** this afternoon and we have made arrangements to have the vehicle evaluated by one our master technicians at another location. She will be returning with the vehicle next week for us to address her concerns. 

  Customer Answer

  Date: 02/29/2024

  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. 
  
  Regards,
  
  ***** * ********
  

• Initial Complaint

  Date:01/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally had gotten a full diagnostic at the ***** **** location. The first diagnostic I received was a pleasant experience and thorough however my warranty company let me know the person who completed it did not add notes for the reasoning and by the time I called again the person forgot what they did with my car and the store told me I’d have to get another. I went to get another full diagnostic (management changed within this short timeframe) on a Saturday morning and was told to drop it off and they’d have it done for pick up by end of the day. I waited for hours with no call it was ready, by the time I went to the store it was 10 minutes till close and there wasn’t an associate in sight and locked doors. I didn’t get my car back until that Monday and had to miss work due to no transportation. Not only that but on the second diagnostic the only thing listed was a oxygen sensor when previously there was 2,000+ in repairs needed. Because this wasn’t completed correctly I went to another carx in ******* ** which told me I couldn’t get a courtesy for the improper diagnostic I had to purchase a full new one. I would like a refund on this wasted service and time.

  Business Response

  Date: 02/01/2024

  **** ***** came to our location on 9/2/23 and requested a diagnostic and inspection of her front end, alternator, spark plugs, tune-up parts, belts, tensioner, 02 sensors, and check engine light diagnostic. After inspection we found another person or retailer attempted to repair the vehicle and created issues with the check engine light. The O2 sensor was cross threaded and not seated on the exhaust side. We recommended replacement along with the intake manifold that was damaged as a result. **** ***** declined the services. She returned on 9/30/23 for another diagnostic. We found the same issue with the oxygen sensor and advised her of our findings.  She was not charged. **** ***** later went to another one of our locations on 11/27/23 requesting a diagnostic. This store found the same issues with the oxygen sensor and exhaust manifold. They also noted a leak from the coolant water outlet housing and recommended replacement. She declined the repairs.  Unfortunately there is nothing to refund **** ***** as she declined all workmanship and repair recommendations. The diagnostic charges are valid and required in order to access her vehicle. However, we are more than willing to credit **** ***** the diagnostic fees toward the repairs if she would like to repair the vehicle with us. Thank You! 

   

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought in my **** ****** ***** for an alignment after just having my tie rods replaced at another shop. Car X lied to me and said that the repair needed done when it'd been done an hour ago. They also didn't complete the job of the alignment and only did one side. Instead of making my bill half they only knocked 20 dollars off of the quoted price. They are liars and thieves

  Business Response

  Date: 12/07/2023

  **** ********* was informed of the multiple issues at the time of her visit. The notes documenting these issues with her vehicle are very detailed and the customer signed off acknowledging and declining to repair these issue. The outer tie rod ends were replaced, the inner tie rod ends were seized requiring heating with a torch to attempt to free them. There are a total of four tie rod ends on a vehicle and she only replaced two. We suggested replacing the inner tie rod ends due to the adjusting sleeves seizing inside their housing but she declined. We also documented that her tires were mismatched and exceeded DOT suggested date codes for recommended service. The tire tread depths were so drastic in variance that this alone would create and problem with the vehicle driving correctly after alignment. **** ********* was explained all of this and requested for the store to perform the alignment anyway and to "get it as close as possible." If ***** ********* would like us to repair the tie rod ends, we would be happy to re-perform the alignment at no charge. Thank You! 

  Customer Answer

  Date: 12/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20962816, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ********* *********
  

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was scheduled for an oil change on 11/18 at 11 am. I arrived early just to drop my car off and leave at the shop for the crew to work on my car around 10:15. When i dropped my car off there wasn't any damage to my driver window, but when i came back to pick it up I noticed a huge crack going through the glass. After notifying the manager Jim and one of the workers Tom, they told me that it was no way possible that they could have damaged the window. Next telling me that it wasn't anything that could be done but call corporate. Today it is 11/20 and I have been calling the corporate number all morning just to not get an answer and the mailbox being full so I can't leave a message.

  Business Response

  Date: 11/20/2023

  The window was not cracked during the service at our facility. The customer was extremely hostile to the point where it escalated for police assistance. We advise the customer to contact his insurance provider.  

  Customer Answer

  Date: 11/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  Date:11/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Did not fix the fuel problem the first time.Truck did not leak fuel when it was towed there. Did not fix the problem the second time.Truck still leaking fuel. If a preasure check was done the first time. Redoing the fuel leak the second time would not have to be done. My truck ran like a champ before carx touched it. At 150000 the fuel ejectors were changed. .That was still a fuel problem. Defective new part. I am the original owner of the truck,

  Business Response

  Date: 11/11/2023

  Mr. *********** 
  On 11/25/22 your fuel pump was replaced along with fuel tank straps and filter. We also performed an oil change.
  On 12/16/22 your filler neck was rotten and leaking and we replaced your filler neck.  
  On 5/20/23 your vehicle was towed in because of a RUNNING ISSUE. We replaced the fuel pressure regulator, fuel injectors, and upper and lower intake gasket. Your vehicle was RUNNING CORRECTLY. 
  You then brought your vehicle back to our location complaining of gas fumes/gas leaks. We inspected the vehicle and our store had concerns of a rusted out fuel cell due to the rust and condition of your vehicle. The store was concerned with dropping the tank and making the issue worse. We requested you to visit one of our master techs at our Winton location for further evaluation. After further inspection it was found rust was building up on the mouth of the tank causing a sealing issue around the tank and the fuel pump. In good faith and per our warranty, we re-replaced the fuel pump and sealed the opening on the fuel cell. We performed this service at no cost and under warranty. 
  I would like to make it clear that the fuel smell/leak is a different issue than the running issue that was addressed on 5/20/23. These issues are separate. We truly appreciate and value your business but, we cannot issue a refund for the workmanship on 5/20/23. That work was performed correctly and it was required to remedy the running issue. As for the fuel leak, we gladly warrantied this repair and addressed the rusting issue that was causing the leak issue. There could be a point in the future that your fuel tank could require replacement but, our technician was able to seal the leak for the time being. We will gladly offer you a free oil change regarding your oil issue on your next visit. Hopefully there is not a leak or consumption issue but, given the circumstances, we are more than happy to provide your next oil change service free of charge. Please let me know if you have any other questions or concerns. Thank You! 
  

  Business Response

  Date: 11/11/2023

  Mr.  
  On 11/25/22 your fuel pump was replaced along with fuel tank straps and filter. We also performed an oil change.
  On 12/16/22 your filler neck was rotten and leaking and we replaced your filler neck.  
  On 5/20/23 your vehicle was towed in because of a RUNNING ISSUE. We replaced the fuel pressure regulator, fuel injectors, and upper and lower intake gasket. Your vehicle was RUNNING CORRECTLY. 
  You then brought your vehicle back to our location complaining of gas fumes/gas leaks. We inspected the vehicle and our store had concerns of a rusted out fuel cell due to the rust and condition of your vehicle. The store was concerned with dropping the tank and making the issue worse. We requested you to visit one of our master techs at our Winton location for further evaluation. After further inspection it was found rust was building up on the mouth of the tank causing a sealing issue around the tank and the fuel pump. In good faith and per our warranty, we re-replaced the fuel pump and sealed the opening on the fuel cell. We performed this service at no cost and under warranty. 
  I would like to make it clear that the fuel smell/leak is a different issue than the running issue that was addressed on 5/20/23. These issues are separate. We truly appreciate and value your business but, we cannot issue a refund for the workmanship on 5/20/23. That work was performed correctly and it was required to remedy the running issue. As for the fuel leak, we gladly warrantied this repair and addressed the rusting issue that was causing the leak issue. There could be a point in the future that your fuel tank could require replacement but, our technician was able to seal the leak for the time being. We will gladly offer you a free oil change regarding your oil issue on your next visit. Hopefully there is not a leak or consumption issue but, given the circumstances, we are more than happy to provide your next oil change service free of charge. Please let me know if you have any other questions or concerns. Thank You! 
  

  Customer Answer

  Date: 11/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** **********

   If pressure check was done on the first job.they would have noticed the fill tube leak and I guess the gas tank. Or better ye t if  a pressure check should have been done FIRST..

  I am also concerned with the huge mark up on the parts.Like triple the original cost.
  

   

  Customer Answer

  Date: 11/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** **********

   If pressure check was done on the first job.they would have noticed the fill tube leak and I guess the gas tank. Or better ye t if  a pressure check should have been done FIRST..

  I am also concerned with the huge mark up on the parts.Like triple the original cost.
  

   

• Initial Complaint

  Date:09/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased tires and an alignment on 9/20/23 (total cost of $989.17). Immediately upon driving the vehicle, I noticed that the alignment was much worse than prior to bringing the vehicle in and the vehicle now had a major vibration. We rescheduled an alignment for the next day, which still did not fix the issue. The mason location sent me to another location that was 45 minutes away only to find out that they could not work on my vehicle due to the size of the truck. Went back to the mason location and got a 3rd alignment and rebalancing of the tires and the issue is still not fixed. Told them that at this point I wanted a full refund and I would go elsewhere to fix the issues. They responded that returning the tires and getting a refund was not an option. So far, I have spent 16 hours in the past week dealing with this issue and nothing has been resolved. I have phone records and documentation of each event that has transpired since the beginning of this process (please see attached)

  Business Response

  Date: 09/28/2023

  ***** ****** recently visited our Mason, OH location requesting the least expensive economical tire. He originally requested an economical Goodyear product that was not available through our locations. We sold and installed National Command A/T tire which was in his budget/economy request. We also discounted the alignment off of the ticket in the amount of $100.00 in which the alignment was performed at no charge. After installation Mr. ****** felt the vehicle did not drive correctly. The store attempted to re-align the vehicle to no satisfaction of Mr. ******. The store arranged to have another location perform the alignment and scheduled an appointment. The other location was unable to perform the alignment due to the wheelbase of the truck exceeded the alignment rack’s travel ability. Mr. ****** was very frustrated with this. In a good faith and as a customer satisfaction attempt, the manager asked if there was anything else he could help with. Mr. ****** explained he attempted a brake repair on his vehicle and there was an issue with a bleeder screw he himself damaged. Our store helped him fix this issue and blead his braking system at no charge since they were unable to perform the alignment saving him hundreds. After this interaction Mr. ****** contacted myself (Greg M*****, Director) regarding the issue. I explained to Mr. ****** that an alignment on a truck is a very straightforward process and asked him what issue he was experiencing. He claimed the truck will shake at high speeds exceeding 55mph and felt the alignment was still not correct. I explained that a shaking issue will not be resolved by an alignment but could be an issue with tire balance. I requested and arranged for him to return to the mason, OH location to have the truck re-aligned and balanced. The manager personally oversaw the process. The alignment was performed to the manufactures specification using Hunter Hawkeye alignment equipment which is a premium brand used by most dealers. The alignment specifications are accurate. The store also re-balanced the tires ensuring accuracy. After doing so, they test drove the vehicle and the vibration was still present. The store attempted to rotate the tires looking for a change in the vibration which could indicate a faulty tire. After rotation and another test drive, the vibration is unchanged. We offered to upgrade the tire and return the tire if Mr. ****** felt the tires were causing his issue. He declined. These economical tires do not have a “ride and try” period but, we are willing to replace the tire with another product given Mr. ****** pays the difference in cost. Mr. ****** declined. The vibration issue could also be unrelated to the tires but, we are willing to swap out the tires for a different product in pursuit of satisfying Mr. *******. He is unwilling to accept this and continues to hang up the phone when attempting to discuss. Unfortunately, we have done all we can do and we have gone above and beyond trying to satisfy Mr. ******. He did inform me that the truck was recently purchased used and we have concerns the vibration could be driveline related but, it would require further evaluation to determine this. 

  Business Response

  Date: 09/28/2023

  Our position on this matter stands. If Mr. ******* would like a different set of tires, we are happy to oblige for the difference in cost. Thanks 

  Customer Answer

  Date: 09/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below

  My position on this matter stands, anything less than a full refund at this point is unacceptable. I will be pursuing all legal options moving forward.
  
  Regards,
  
  ***** ******