ComplaintsforTire Discounters, Inc.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought tires from the *** ***** store. They said they were unable to do an alignment because they couldn't turn the tie rod sleeve. I discovered several bad front end parts, so I literally replaced everything on the front end of my ****. New tie rods and and sleeve, drag link ends and sleeve, new track bar, etc. With all new front end parts, I now needed the alignment more than ever. *** ***** had no availability so I went to ******. They aligned my **** and I picked it up. A few days later, I'm making a turn at the bottom of a hill and as I hit the breaks the front end started vibrating so badly it nearly shook the steering wheel out of my hands. This is known as death wobble and it's usually associated with worn out parts that allow movement or slop in the front end.... impossible with all new parts and a fresh alignment. Turned out that after my alignment, none of the front end adjustments were tightened back down. The nuts were not tight against the sleeves, and both sleeves could twisted by hand. I've now talked extensively to the store manager Jeremy, who basically apologized that his store nearly killed me and did nothing else. His DM, Greg, had a conversation with Jeremy and got a voicemail from me, and evidently this very serious situation doesn't even warrant a return call. I have called and tried every option at their headquarters number and can't get a real person. Now I have tires that are "eaten up" according to them, and can't get an alignment because I don't trust them not to try to kill me again. No one cares. They say they care, but actions are louder than words. This whole situation is entirely unacceptable.

  Business response

  06/21/2024

  On 6/18 we in the corporate office spoke with you and opened a customer service case, CT#********, for the field management team to investigate and reach out to you. At that time, we did advise you that the Regional Manager of that location was currently out of the office but the Area Operations Manager would be reaching out instead. Since this case was opened several attempts have been made to reach you. Unfortunately, the Area Operations Manager has been unable to leave a voicemail due to your voicemail box not being set up. If you could please return his call we would greatly appreciate it, thank you.  

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This situation spans 2 months. It's too complex to condense down to the character limit of this field without sacrificing key details, context, and supporting facts. I will attach a pdf of a more detailed breakdown. A ****** Drive link containing photos/videos will be in the pdf. Essentially, this location improperly installed a coilovers on my car. The rear springs were set to max height and nearly max compression, while the rear shocks were set to minimum travel distance. This caused extremely harsh bottoming out of the rear shocks, jamming the bumpstops up past the divider, which can cause detrimental damage to the shocks. If I had continued to drive the car this way, the shocks would have been destroyed. The manufacturer of the coilovers investigated the situation, this was their conclusion. They provided instructions how to correct this, but the technician still wasn't able to get it right. I submitted a support ticket to TD. A district manager named Joe called me and insisted there was absolutely nothing wrong with the install, deflected from the point when I explained what was wrong and how to fix it, and tried to spin blame back on me. He told me I would not recieve further adjustment, but I would recieve a refund for 3 hours of labor since I was charged 5 hours on the coilovers install but they only spent 2 hours. I was more concerned with getting the rear coilovers adjusted properly than I was about money. I had to pay someone else to adjust the coilovers properly since TD refused to stand behind their labor. The next mechanic who actually fixed the problem on 6/13 was able to maintain the desired ride with a proper amount of shock travel, so the problems with TD's install were either the result of genuine incompetence or willful negligence. As if this wasn't bad enough, I was only refunded for 2 hours of labor instead of the 3 hours I was told. I am now seeking a refund for the full 5 hours plus alignment since it needs to be realigned.

  Business response

  06/27/2024

  Thank you for this information and making us aware of this situation. We will update your previously opened customer service case (**********) for review. Please allow 48-72hr for the regional manager to review the case and reach back out to you. Thank you for being a valued Tire Discounters customer, we will be in touch soon!

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They messed up my van they were supposed to change the tires an do a linemen. When I got my van back it was undriveable

  Business response

  06/08/2024

  Thank you for reaching out to us! We have created a customer service escalation ticket for the regional manager to review. For your records, the customer case # is **********. Please allow 48-72hr for the regional manager to review the case and reach back out to you. Thank you for being a valued Tire Discounters customer, we will be in touch soon!

• Initial Complaint

  06/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 4/18 I purchased 4 new tires at this location. The selling point was a rebate for a $100 giftcard with promo code ********. I submitted all requested information on ***********************************, as directed. I received an email with the following information: Invalid Reason: Blank or hard to read invoice - The document provided is not clear/hard to read or does not contain the correct information. Please resubmit your rebate with a clear image. Submission ID #: ******** Promotion: Tire Discounters Offer #: ******** The image included was clear and included all required information. In the email, no example was provided to show what was "not clear/hard to read." In fact, a separate rebate submitted directly to ****** Tires for the same purchase was accepted without issue, using the same documentation/images. I would like my $100 rebate as was promised by Tire Discounters as part of the purchase.

  Business response

  06/11/2024

  Thank you for reaching out and making us aware of this situation. I apologize for the inconvenience but that rebate is facilitated by ********* Bank and unfortunately we do not have access to any of their systems. To find out what more information about the denial you'll need to contact their customer service team at ###-###-####. If a digital copy of your invoice is required please let us know but emailing us at ***************************. Thank you and I hope you have a wonderful day!

• Initial Complaint

  05/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This was the second time I had my oil changed and requested my tires be rotated. When picking up my vehicle they told me they didn't need to be rotated. It's not up to them. My appt was for an oil change and tire rotation. I wanted my tires rotated and that's what I asked for. I am very disappointed in the service.

  Business response

  06/01/2024

  Thank you for reaching out to us! We have created a customer service escalation ticket for the regional manager to review. For your records, the customer case # is **********. Please allow 48-72hr for the regional manager to review the case and reach back out to you. Thank you for being a valued Tire Discounters customer, we will be in touch soon!

  Customer response

  06/01/2024

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

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went in on April 19th for a 9am appointment to have my car serviced, which included an oil change and checking brakes, the front and back to determine what was needed, and to replace back windshield wiper. I was told I needed back brakes and rotors, and the front were fine. Also recommended doing coolant flush based on my mileage. So I agreed to oil change, back brakes and rotors, coolant flush and replacing back windshield wiper on my **** **** **** *** ***. I asked how much this would all be, and was told about $700. Agreed to move forward and waited in shop for work to be done, was told car ready after waiting over 3.5 hours and went to pay, and was then given a total of over $900 hundred something. I informed the worker, that was not the price I had been quoted, he went and got Manger, who came up and started doing adjustments on the register and gave me a total of $794.03. I paid via my Tire Discounters credit card, left and got home, and realized I was only given page 1 of 2 and it showed a charge of $75.00 for a wheel alignment, which had NEVER been discussed or agreed to and NOT even sure this was even actually done. I called up there Due to not receiving page 2 and being charged for a wheel alignment that was not discussed or agreed to. I spoke to manager, he agreed to Credit my account the $75, and said he could not do it at the location and would have to call corporate to get done, and they have my credit info already. I went back to location same day and was given page 2 of 2 and told request was made to corporate already. This was on April 19th and it's now May 18th, and I have yet to see the $75 credited back to my Tire Discounters credit card.

  Business response

  05/23/2024

  I apologize for the delay and appreciate your patience with with this situation. I have checked the status of your refund and it seems a total of $80.85 was credited back to your Tire Discounters Credit Card on 5/20/24. If you do not see that credit please let me know. Thank you!

  Customer response

  05/23/2024

  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. As, I did go online today and seen the credit back to my Tire Discounters credit card for the amount of $80.85.
  
  Regards,
  
  ****** ****************
  

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had Alternator put on our car by Tire Discounters on 01/24/2024 after having Charging issues with our car not starting and paid $529.05 to resolve the issue. Then is 03/19/2024 the car again was doing the same thing, Charging issues with our car not starting and my husband got strained in ********** **. We had the car towed to a local shop and had to have another alternator put on and found out the battery terminal was bad and paid $651.29. This issue of battery terminal was missed by Tire Discounters. So we have had to pay in total $1180.34 in less then 60 days of service for this issue. We reach out to Tire Discounters 03/19/2024 and was told to bring in the invoices and they would see about getting us refunded. We have waited a couple weeks in-between calls and called back 4 to 5 times and spoke with Manager Eric at TireDiscounters with his respond he is sorry and will follow-up on this and promises he would get back to us. We never got a return call to the 5 calls we have made to him. I am requesting a full refund, because they did not resolve the issue, and the work had to be redone. Also the fact being strained an hour an 1/2 away from home and having to have our car towed, and pay someone to come pick up my husband to get home and getting a ride back to pick up the car once fixed from 2nd shop. We trusted TireDiscounters would find the problem and fix the cars issue, instead they did not fix the problem. We are very disappointed in the fact this has cost us over $1180.34 not counting the money paid for transportation back and forth and the fact my husband has health issues and was strained on the side of the road an hour and half away from home. We need help to get this matter resolved. My husband is disabled and recieved disability and spending this much money is not something we can afford. We have given them plenty of time to resolve this matter and we just want to be refunded for their error.

  Business response

  05/20/2024

  Thank you for reaching out to us! We have created a customer service escalation ticket for the regional manager to review. For your records, the customer case # is ***********. Please allow 48-72hr for the regional manager to review the case and reach back out to you. Thank you for being a valued Tire Discounters customer, we will be in touch soon!

  Customer response

  06/05/2024

  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.

   

  Complaint ID: ********. This has not been resolved. They did call and said they would review for refund but never heard back from them. We have been nothing but patience and nice to this company and they keep telling us they are working on it but then never get back to us. I am very disappointed they have keep saying they are working on this but then don’t follow-up.

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

  Business response

  06/06/2024

  I apologize for the miscommunication but according to our records a refund check was mailed out to you on 5/31/24. Typically it takes anywhere from 7-10 business days for checks to be delivered by the USPS. Please let us know if at the end of that time you have still not received the refund. Thank you!

  Customer response

  06/07/2024

  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. 

   

  This has now been resolved. Refund has been received. Thanks for y our help on this matter.

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

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a set of Tires from ** **** Tire Discounter's *** ****** ***** ***** Phone Number ###-###-#### We had talked about the wheels before any repairs were done, the advisor looked at the wheels before they started on the car we both agreed they were no damage. 2 Hours later I get a call with damage on the wheels and pictures. How did that happen we already agreed there was no damage on the wheels. Now they are telling me I was advised. Which is not true. Now they are declining any repairs of the wheels saying it was previous damage. Poor customer service…. The notes on the invoice was added after I left the Business that was not the invoice I signed to give them permission to work on the car.

  Business response

  05/10/2024

  A customer service case has been created for the customer and they will be contacted within 48 hours (not including weekends) by the regional manager (per ***.) Case #: **********.

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My window was off track but in the upright position when I went in to have my tire replaced. When I left my window was stuck down and the inside door panel was broken. No explanations from the company and nothing but rude sexist comments were made. They want to bill me now for the costs of parts for a window who is off track?? They do not want to replace the door panel they broke. I’m seeking the door panel be replaced and the window be put back in its upright position. An apology would be nice but not necessary. The sexism needs to be addressed though.

  Business response

  05/04/2024

  Thank you for reaching out to us! We have created a customer service escalation ticket for the regional manager to review. For your records, the customer case # is ************ Please allow 48-72hr for the regional manager to review the case and reach back out to you. Thank you for being a valued Tire Discounters customer, we will be in touch soon!

  Customer response

  05/04/2024

  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.
  

  Corporate and the regional manager Steve called me this morning after this email. They are warning they are going to video evidence now trying to threaten me again with it. This has escalated from  something minor to a bigger deal really quickly. The way I’m being treated as a handicapped, disabled, woman has made this even harder to deal with. Being told to stay in my car and treated like that was bad enough  this is just escalating way to fast for no reason on my part. They are trying to get out of the damages by belittling me and discriminating at this point. I was scared of Russ and Steve and stayed in my car  
  

   

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

  Business response

  05/10/2024

  The Regional Manager reviewed the store video and met with the store general manager and sales manager at the store that the original service was performed to discuss the customer’s claims.  When the tire service completed the Sales Manager pulled the vehicle out of the bay and to the door since the customer was waiting.  They were not aware that the customer had an issue with their window being difficult to raise back up after being put down but realized the issue when he attempted to raise the window and it would not go back up.  He came inside and asked the customer if there was a trick to her window and she said “yes” and that she will be able to get it back up herself; therefore, the Sales Manager nor any other store personnel attempted to do anything with the window.  The video review verified that store personnel did not attempt to fix the window on premises.  The customer paid for her service and left the premises.  If the door panel was damaged by someone attempting to fix the window, it was not done by Tire Discounters and was done after the vehicle left the store premises. The customer called back about an hour later with claims of damage.  The store informed the customer that no one had attempted to fix it, therefore they could not have damaged the panel and the customer became. The customer called another store location to complain about first store.  The 2nd store location offered as a courtesy to replace her window regulator that had gone bad at company cost and warranty the labor.  The customer declined.  Store staff at neither location was aware of a handicap that the customer may have had nor did the video review reveal a visible handicap.  Due to the window having an issue prior to customer bringing her vehicle in for us to change her tire, the customer admitting the window had an issue and must do a ‘trick’ to put it back up, and that we have video proof that our employees did not touch the door panel or attempt to fix the window, Tire Discounters considers this matter closed.

  Customer response

  05/15/2024

  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.
  

  First, where is the video evidence??

  Second why do I keep getting harassing phone calls?

  Third I called within 10 mins of leaving the business.

  Forth the window rolled up prior to coming to the tire shop  There was slob trick to fixing it. 
  Fifth when examined inside the motor was shattered from someone there applying force to the window!!! 

  Sixth the amount of sexism I’ve dealt with is uncalled for from the all male staff who thinks they can pull one over on a woman.

  Seventh the threaten story told to me by Steve about another female customer was inappropriate and threatening towards me.

  Eigth they need to fix the window Gerard broke by bringing down without permission. 
  

  Ninth  nobody has explained why the drivers side window just had to be rolled down for a front passage tire to be installed???  

   

   

   

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

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or around March 30th, I had my car worked on in ********* ** at a Tire Discounters. They did work on my rear passenger (RT BK) brake pads and calipers. I paid $575. They recommended I had work done on the front (FT) calipers and pads as well but I denied those services. As I drove back home to Indianapolis, the RT BK tire was smoking and causing a burning smell. I took it back to Tire Discounters but this time at a location in Indy to follow up, relaying the same issue despite having had work done. I left my car with this location overnight until they called back to tell me about the issue. I was told that the left passenger (LT BK) was the reason why the RT BK was overworking, causing it to smoke and smell. They then gave me a quoted price of $539 and told me that they always recommend brake be done in pairs. The location in ** did not tell me this nor did they mention anything about the LT BK. I was also skeptical as to how repairing the left would alleviate issues on the right. I postponed service and had a family member look at the brakes. He found that the caliper that was installed in ** was faulty and locked up and that the pads were worn. He took it back to the shop and they fixed it properly, this time installing new calipers and pads. However, I still had to pay $144 for a part (RT Brake Hose) that, verbatim per the words of one of the Indy location employees, was supposed to be installed the first time in KY. Upset with the service, lack of proper information and communication, and deception, I contacted the Regional Manager, David G******* and after a 'thorough' investigation of the matter, he claimed that it wasn't grounds enough for a refund and blamed my denial of services for the front brake calipers.

  Business response

  05/02/2024

  Thank you for reaching out to us! I have updated your previously opened customer service escalation ticket and asked for the Zone Vice President to review it for you. For your records, the customer case # is ***********. Please allow 48-72hr for the Zone Vice President to review the case and reach back out to you. Thank you for being a valued Tire Discounters customer, we will be in touch soon!

  Customer response

  05/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *******5, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  I am still waiting to be contacted.

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

  Business response

  05/17/2024

  According to your case notes you have since spoken to the Zone Vice President and have agreed to a refund of $144.73. That refund has been credited back to the card you used for the purchase. If you do not see that credit please reach out to your credit card company but please be advised that it make take a day or two to show up on your statement. Thank you so much for your patience and understanding while we worked towards a resolution to this issue. 

*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. ↩