ComplaintsforLes Schwab Tire Center

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my car into LS location in *********, ** for an alignment. Was told it would take an hour. Two hours later, I called and the person said "oh, um, they're working on it." Another 90 minutes later they called me and said my tie rods were seized, and needed to be replaced for over $500, or they could not complete the alignment. Also said that they were so bad, they would have to be cut out of the car. I felt I had no choice so I approved this work. Was called later and told they could not finish it this day, and would have to leave the car overnight. The next day, SIX hours after they opened, I called, and was told someone was about to start work. I told them I wanted the parts they removed, for inspection. HOURS later I was called and told maybe the car could not be finished that day, either. I demanded they finish it. At 8:30 PM, well after they were closed, they finally called and told me the car was ready. When I went in, the desk person lied to me and told me they started at 11:30, when I was told on the phone at 1 PM that no one had started. In any case, this was NINE hours after they claimed to have started, and that was 24 hours after they took my car. Tie rods take an hour to replace. And, not only did they lie about all this, they did provide me with almost all the parts they replaced and NOTHING was frozen or seized.

  Business response

  06/25/2024

  BBB Case ID ********
  We regret the customer had a negative experience at the ******************************************. Les Schwab prides itself on superior customer service, takes concerns very seriously, and investigates the underlying facts of all customer concerns.  
  Soon after receiving a copy of this report, Les Schwabs store manager contacted ******************** and worked with him to resolve the concerns raised with your office. Les Schwab believes ******************** is satisfied with the agreed upon resolution.  We apologize for any inconvenience this may have caused ******************** and sincerely thank him for his patience.
  
  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  LIAR! LIAR!! LIAR!!!******** told me there was 1" of steel showing thru my tires and that it was totally unsafe to drive my car home. I trusted him... BAD MISTAKE! $369 down the drain! :-(The tire actually had one little strip about 1/32"... DEFINITELY NOT 1" wide!!!When I complained to the manager, ******, he scoffed at me and laughed. I WILL NEVER TRUST THEM EVER AGAIN!!! LIAR! LIAR!! LIAR!!!

  Business response

  06/25/2024

  BBB Case ID ********
  We regret that ******************** had a negative experience with the Antelope, California Les Schwab. We take customer reports seriously and work diligently to immediately address customer concerns.
  According to *********************** records, on June 12, 2024, ******************** brought his 2021 *** 430 Series (vehicle) to the tire center for a pre-trip safety inspection and tire rotation. The technician working on the vehicle noted the left rear tire had steel belts showing and recommended replacing the tire. They were unable to perform the tire rotation due to the extreme wear to the tire. Les Schwabs **************** Representatives viewed the photo ******************** provided with this report and agreed this tire is unsafe to be on the road. There is severe irregular tire wear, likely caused by a suspension or alignment issue. If there are cords exposed on a tire, it is unsafe to drive on because it can fail at any time. ******************** agreed to replace the left rear tire. He later reached out to the management team and spoke to Assistant Manager, ****, regarding his concerns. **** attempted to explain that the exposed cords on his tire deem a recommendation for replacement. ******************** felt that it would be okay to drive on further. In an attempt to settle ****'s concerns, **** refunded half of the price of the tire back to the customer, as a sole gesture of customer service. 
  Although ********************** respectfully disagrees with the allegations in his report and are unwilling to resolve the concerns for what he asks, we would like to assure ******************** were committed to providing the best products and services possible. 
  
  

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to the Les Schwab in *******/Sublimity, OR on April 20th 2024 to get an alignment on my 2017 Silverado 2500HD. I spent $114.99 on the alignment. I do not drive this truck everyday. It is mainly on the weekends. I noticed in late April that I would have to have the steering wheel held towards the right for it to go straight. I didn't drive the truck for a few weeks. The next time I drove it was was worse. This past weekend June 1 & 2, I drove the truck quite a bit. I noticed the steering was even worse than before. On Monday June 3rd I called Les Schwab about getting the truck aligned. She said she could get me on the schedule for June 4th. She then said you are past the 30 day warranty period so we will have to charge you for the alignment. At this point I had driven the truck only 500 miles since the alignment. I have made no changes to the trucks shocks, front end, wheels, tires, or anything else that could change the alignment. I was very frustrated to hear that I would have to pay for it again. I decided to take it to a different tire shop since I was going to have to pay. June 5th I went to ******* Tire Pros. While I was in the waiting room they came to get me. The pointed out that the jam nuts were completely loose. They said "I won't say that you would have died from this, but you could have lost steering in one or both wheels." To sum it up Les Schwab aligned the truck but did not tighten the bolts back down. I had been driving my truck in an extremely unsafe situation without knowing it. I would like a refund for the alignment from Les Schwab.

  Business response

  06/06/2024

  We will credit back the alignment and would not have charged to redo the alignment. 

  Customer response

  06/06/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6-3-24 my daughter went in for rear brakes, then hours later won't release vehicle because of more brake issues. Called manager and "technicians" didn't know( not professional). I agreed reluctantly because how many hours to replace a simple master cylinder(3hours), then second day ****** gets a call that they(technicians) ordered wrong part, now waiting another day plus install. Again not professional I am a licensed plumber in ****************( L&I ) and they aren't licensed mechanics, but charge premium. I am not a mechanic, but have done this job in many of my vehicles, in half the time and half the cost. Convenience does cost, but PROFESSIONALISM IS WHAT IM PAYING FOR

  Business response

  06/18/2024

  BBB Case ID #********
  
  We regret the customers had a negative experience at the *********************************************. Les Schwab prides itself on superior customer service, takes concerns very seriously, and investigates the underlying facts of all customer concerns.  
  Soon after receiving a copy of this report, Les Schwabs store manager, ****, contacted the customer, ******, who informed **** she was happy with the service and felt the price was very fair and reasonable.  ****** is not disputing any portion of the transaction.
  
  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This debt collector violated the ***** by engaging in abusive, deceptive, and unjust practices. They provided this account in violation of our agreement, and I did not affix my signature to it. Two parties are required to sign a legally binding contract; I did not take any part in the signing process. Furthermore, in noting my dispute of the account(s), they failed to adhere to the correct procedure, which is a clear violation of 15 USC 1692e(8) and constitutes unjust business practices. I am not alleging identity theft, but rather unjust business practices, third-party communication, and other violations caused by this debt collector's use of abusive language in correspondence with me while attempting to collect on an alleged debt. Complaints with the Attorney General and the Better Business Bureau have been filed and dispute letters have been mailed to this debt collector; supporting documentation will be furnished. I demand that this company removes my account(s) from all three credit reporting agencies due to the violations: LESSCHWABT - 5650****If they fail to do so, I will be compelled to escalate the matter to my litigation attorney. I have been advised that the company's failure to indicate my account as "consumer disputes" on my credit report constitutes a violation for which I am entitled to take legal action against them.I demand that this company delete these accounts on my credit report or I will have no choice but to forward this to my litigation attorney.

  Business response

  06/14/2024

  
  BBB Case ID ********
  We regret that ****************** had a negative experience with Les Schwab. We take customer reports seriously and work diligently to immediately address customer concerns.
  According to *********************** records, ****************** applied for and opened a retail credit account on February 21, 2021. He made charges to the account and payments until July 29, 2022. On January 28, 2023, after multiple attempts to collect the debt, Mr. ******** account was written off with a balance due and owing of $347.04. The account was then sent to collections. Pursuant to paragraph VIII C. of the retail credit application, which ****************** signed February 21, 2021, which states ...if either (1) Buyer fails to perform its obligations under this Agreement Then Seller may exercise any and all of its rights and remedies under applicable Law and this Agreement, including without Limitation: Charge Buyer all fees, costs and expenses of restocking, special order, repossessing the goods, selling them, and all fees, costs and expenses of any other efforts to collect what Buyer owers to the fullest extent allowed under applicable law.
  Although Les Schwab respectfully disagrees with the allegations in his report and are unwilling to resolve the concerns for what he asks, we would like to assure ****************** were committed to providing the best products and services possible. 
  
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to ********** on 5/10/2024 for a tire rotation, it did not take long, I did not watch it happen as I had my 3 children. So we walked around outside went to the restroom when we came out the car was ready I did not have to sign or pay for anything as I figured it would go on our bill. It only took ********************************************************************************************************** January. We purchased through enterprise it came with very good in shape ********* tires. It was not until 5/27/2024 that we realized 2 of our tires were not *********.! The employee did not mention one word of switching tires for me as it is not what I wanted or requested.! I have contacted the sheriff's office regarding the situation the suggested I contact a lawyer. As a mother of 3 who was going on a long trip that day to pick up my mother knowing that someone at a "respectable " business would not go as far as to steal my tires and give me thier cheapest brand at that is very sad. ! We already have an issue with our own local les scwhab tire techs not doing thier jobs but to have to drive 2 hours and get ripped off is horrible.! I'm going to seek my tires today if they do not comply I will be getting a lawyer. Please hold them or at least this employee responsible for theft or something.

  Business response

  05/30/2024

  BBB Case ID # ********
  We regret the customer had a negative experience at **********************. ********************** prides itself on superior customer service, takes concerns very seriously, and investigates the underlying facts of all customer concerns.  
  ********************** would like to work with ****************** to resolve the concerns raised with your office. If If. ****************** could please contact our customer service representative, ***, directly at ************, he will attempt to resolve your concerns.
  
  

• Initial Complaint

  05/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went in for a new set of tires, an alignment and a break check on 5/23/24 My intital visit was a pleasant experience, the man came out when it was done to let me know that the car was checked and it did not need an alignment, but advised that the breaks should be changed, as there was stil 3mm left and that can cause squeaking. He had a print out for a $700 for breaks, pushing me to order parts and get it done ASAP.. I declined the breaks (as I know I can get them done for $250 from my dealership) and continued out the door. Later that day, I noticed a white liquid coming out of my tires, I stopped by to check that this was ok, as Ive never noticed before with other tire installs. They said it was just a lubricant from install and was normal, that it just wasnt washed off like it should have been. I carried on. The next day, on Friday 5/24 after a longer commute for work, I noticed an awful shaking in my dash/steering wheel, so i proceeded to take my car back, again on 5/25. Not only were they not balanced correctly The first time, I was then notified that have a bent wheel that apparently they noticed but never told me when putting my new tires on. The man helping me seem concerned, They didnt tell you about this while you were in? I said no, he was too busy trying to sell me breaks. He walked off, saying he would look into why the bent wheel wasnt mentioned to me the first time, while proceeding to rebalance my tires as they were not done correctly during install. We Agreeded that we would rebalance the tires and drive on them for a few days. He offered me an upgraded tires for an additional $55 per tire that could be replaced within the month if I wasnt pleased with how the car was driving. I now have to pay $150 for a new wheel that was fine before this service (even my partner driving the car Agreeded there was no previous issues with the wheel) and Im stuck with a company that I no longer trust to work on my car.

  Business response

  05/30/2024

  BBB Case **********
  We regret ************ had a negative experience at Les Schwab. Les Schwab prides itself on superior customer service, takes concerns very seriously, and investigates the underlying facts of all customer concerns.  
  Soon after receiving a copy of this report, Les Schwabs store manager contacted ************ and worked with her to resolve the concerns raised with your office. Les Schwab believes ************ is satisfied with the agreed upon resolution.  We apologize for any inconvenience this may have caused ************ and sincerely thank her for her patience.
  
  

  Customer response

  05/30/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have purchased tires in Aurora Colo. you guys dont want to fix or remedy the issues created. I have had to go somewhere else to get them fixed. You guys dont know what youre doing and I get problems everytime from your people to fix the tires. You guys are a joke and I want my money so I can actually have a warranty through a company who will take care of me. Big O tires I havent had no problems with them so this is crazy. You had all my business now I go there and I havent had one issue. Even if I do they take it back and fix it immediately. You guys take no accountability and expect me to just pay money to not be taken care of. I have a warranty on these tires and I want my money back. I want my money back. I dont wanna deal with you guys anymore. I want my money back..

  Business response

  05/17/2024

  BBB Case ID ********
  We regret that ****************** had a negative experience at the ******************************************************. We take customer reports seriously and work diligently to immediately address customer concerns.
  According to *********************** records, ****************** purchased two new tires for his 2014 ******** **** C250 (vehicle) on July 7, 2023. In May, 2024 ****************** visited the tire center with a TPMS warning light on for low air pressure. When the store attempted to discuss the price for a new TPMS sensor, ****************** became enraged and started screaming profanities at the employees in front of customers in the waiting area, demanded his keys back and stormed out of the store without any work performed. 
  Although Les Schwab respectfully disagrees with the allegations in his report and are unwilling to resolve his concerns for what he asks, we would like to assure ****************** that we remain committed to providing the best service and products possible. 
  
  

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 15th, 2023 I bought 4 tires due to my car being AWD and spent a total of $1378.00 with financing through a 3rd party it came to over $2000.00. This included an alignment to be done the following Saturday. I took my car in today because there is in wear on my drivers side tire. I have 2 mechanic sons who looked at my alighnment paper and stated the front was not allighned straight nor was the back aligned at all. ***************** accused me of not having them rotated, why because I didnt do it through thier company and stated my warranty which is to ****** miles was no good. They suggested I get all four new tires even though Im still paying for the tires I just got less than 6 months ago. My oldest works at a tire center in ******** Ca so I was able to get them rotated for free this issue has happened since then, although due for a new rotation this should never have happened if the alignment was done correctly the first time. Im a single mom of 2 and buy tires every 2 years when the snow is coming as I live in the snow during winter and now Im left with bad tires, a bad alignment and will never use this company again. All they offered to do to fix it was to have me spend more, even though it was there negligance. I have bought all my tires from them the last 5 years for both my cars. Although tires wear it would not be in 6 months with Back Country 3 peak approved tires with what is considered barley any miles (******) and they should stick to thier warranty when thier cost is a fraction of what I am paying now. They refused to rotate due to wear or do anything other than add air in and just said this is all my fault and that the allighment was fine even though its worse than before. a 1.9 billion dollar company could not stick to the warranty. Also thier allignment is only warrantied for 30 days how does anyone know in that time fame if its good or not. this company should do the best not minimal adjustments because it may be ok to do on the allignment.

  Business response

  05/16/2024

  BBB Case ID ********
  We regret that ************************ had a negative experience at the *********************************************. We take customer reports seriously and work diligently to immediately address customer concerns.
  According to *********************** records, ************************ purchased four new tires for her 2015 ****** Rogue (vehicle) on November 15, 2023. On November 18, 2023 she had the vehicle aligned. In May, 2024,14,000 miles later, she came back with abnormal wear to the insides of the front tires. The technician that inspected the tires noted this was likely due to lack of rotations and were no longer covered under Les Schwabs limited warranty. The limited warranty states Covered Tires not regularly rotated will be considered abused Because of the lack of tire rotations, the tires wore prematurely. Les Schwab believes it performed a proper alignment in November 2023. Les Schwab offers to inspect the alignment and if ************************ can show proof of proper rotations, Les Schwab may potentially warranty the tires.
  
  

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They gave me a defective part and refuse to honor my warranty because I got behind on my payments. I have paid for most of the brake portion of the card.

  Business response

  05/08/2024

  BBB Case ID ********
  We regret that ************** had a negative experience at **************, Oregon Les Schwab tire center. We take customer reports seriously and work diligently to immediately address customer concerns.
  According to *********************** records, ************** opened a retail credit account in May 2023 and charged over $1,600 of brake service to her account. ************** made $450 in payments then stopped making payments in October 2023. After multiple attempts to collect **************** debt, her account was assigned to collections, she ultimately filed bankruptcy. In April, 2024, ************** went to the Scappoose, Oregon tire center to have warranty work performed on the brakes. Seeing the account was written off, the tire center sent her back to the St. ****** tire center who informed her the warranty was null and void because of non-payment, the account being sent to collections and her bankruptcy. 
  ************** contacted Les Schwabs ********************* who informed her she could reaffirm the debt and sent a reaffirmation agreement to **************. To date, ************** has not returned a signed agreement. If ************** sends a signed reaffirmation agreement and pays her account in full, ********************** would be happy to perform any brake warranty needed.
  Les Schwab would like to assure ************** that we remain committed to providing the best service and products possible. 
  

  Customer response

  05/08/2024

   
  Complaint: 21635174
  
  I am rejecting this response because:
  They sold me a defective part which ruined my rotor. Only one part is not working properly and ruined another part. Regardless, they sold a defective part and did do a good job. I returned twice after getting them done, and I was sent away each time because they said the parts were fine. The warranty was active at that time. I don't see how it's ok for a business to sell defective parts and then expect me to continue to pay them when they would fix them in the first place. 
  Sincerely,
  
  ***************************

  Business response

  05/14/2024

  As Les Schwab's previous response states, when a non-payment occurs, the warranty becomes null and void. If ************** would like to reaffirm her bankruptcy and pay the retail account balance in full, Les Schwab would be happy to perform any brake warranty needed.

  Customer response

  05/14/2024

   
  Complaint: 21635174
  
  I am rejecting this response because:
  I was sold failulty equipment. All I want is the parts replaced. I'm not sure in what world it would make sense that I wait to use my vehicle until I have paid the remaining balance.  There is no way for me to go to work. I will not be reaffirming given this experience because I do not want to be sold faulty car parts that put my safety in jeopardy. Thanks for the horrible service. Your team should have been able to find this problem the other couple times I went in, instead of telling me just to "wait for it to stop"

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

  Business response

  05/28/2024

  BBB Case ID ********
  We are in receipt of **************** additional correspondence. As Les Schwabs previous response states, ************** defaulted on her retail credit account in October 2023 making the warranty null and void. She didnt attempt to have any warranty work done until April, 2024. Now because of her bankruptcy filing, she would need to reaffirm and pay her account in full in order to have any further work performed. 
  Les Schwab would like to assure ************** that we remain committed to providing the best service and products possible. 
  
  

  Customer response

  05/28/2024

   
  Complaint: 21635174
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

*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. ↩