ComplaintsforLes Schwab Tire Center

• Initial Complaint

  12/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased 2 new rear tires a few months ago and was guaranteed to have any flats fixed. Today, December 11, 2021 I arrived at the Les Schwab facility in Fountain, ** I wanted Les Schwab to fix the flat tire I had on one of the tires purchased from Les Schwab. There were approx. 3 customers at the facility when I arrived. However, the employees kept skipping my vehicle and working on vehicles that came in after I arrived. After 1 hour of waiting for my vehicle to be looked at. The employee told me that my vehicle was next and I needed to be more patient. My vehicle was not next and I had to get the supervisor and he assured me that my vehicle would be next but it took over an hour. The total wait time was a little bit over 2 hours. I want to know why it took so long (2hours) for them to simply pull a nail out air up my tire while customers that came in after me had their tires broken down and rims replaced but were still gone before me.

  Business response

  12/14/2021

  BBB Case ID ********
  We regret the customer had a negative experience at the ****************** Les Schwab Tire Center. Les Schwab prides itself on superior customer service, takes reports very seriously, and investigates the underlying facts of all customer concerns.
  According to *********************** records, ************ was the 15th customer who checked in December 11, 2021. After careful review of all the invoices processed, it was determined that each customer prior to ************ arrived between 8:00 AM and 8:17 AM. Mr. ****** checked in at 8:17 AM. Four of the ********************************************************************** and the service was completed in the correct order. ************ was not skipped in line, he was simply 15th in line and it took just under 2 hours. This is Les Schwabs busy time of year. We appreciate Mr. ***** business and value his time, his vehicle was serviced in the order in which he arrived.
  Les Schwab would like to assure the customer we conducted a thorough investigation and remain committed to providing the best customer service and products possible.
  
  

• Initial Complaint

  11/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a set of tires from les schwab and had fallen behind on a few payments. They came to my house jacked my car up took the tires and then set my car down on whatever they found lying around. They didnt even come and knock on my door. I drive a ******** and there are 4 spots where your supposed to use a **** on the car and they did not use any of the spots. Sat my car down on a couple rims and a block of wood if that wasnt there Im sure they would have set my car down on the rotors. Long story short they damaged a couple different areas on my car from incorrectly lifting it and I contacted their corporate office and they sent me and incident report I filled it out got 2 estimates and they decided that they werent responsible for the damage they did to my car. Sure I owed for the tires but they even took my rims and held them hostage. I want payment for the damage they did to my car. After I paid and they brought my tires back they didnt even reinstall them.

  Business response

  11/09/2021

  BBB Case ID ********
  We regret the customer had a negative experience at the ***** ******** Les Schwab Tire Center. Les Schwab prides itself on superior customer service, takes reports very seriously, and investigates the underlying facts of all customer concerns.
  According to *********************** records, Mr. ******* account became 6 months delinquent in January 2021. After receiving no response from him following numerous attempts by the store employees to collect on his debt, Les Schwabs employees did go to Mr. ******* property and repossessed the tires and wheels in question. **************** did file a claim with Les Schwabs ************************ (RSD) alleging Les Schwabs employees caused damage to his 2007 ******** ***** After a receiving photos and completing a thorough investigation, RSD found no evidence of negligence on the part of Les Schwab or its employees and denied his claim.
  Upon receiving payment from ****************, he brought his vehicle back to the tire center to have the tires and wheels installed. **************** insisted he bolt his own wheels back on. The tire center employees respectfully denied his request and no further work was performed at that time.
  It should be noted that while on Mr. ******* property, Les Schwabs employees saw stolen property belonging to the ***** Fairview tire center on his property.
  Although we respectfully disagree with the allegations in the customers report and are unwilling to resolve his concerns for what he asks, we would like to assure the customer we conducted a thorough investigation and remain committed to providing the best customer service and products possible.
  
  

  Customer response

  11/09/2021

   
  Complaint: 16092291
  
  I am rejecting this response because:

  How do you suppose I drive my car down there to have my tires put back on when you took my tires? If you were looking at the pictures I sent them you would see the damage that wasnt there before. And you say you seen stolen property at my house Id like to know what you seen. I dont have anything that belonged to your store
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company was hired to evaluate the life expectancy of my rear brakes and the life duration of my tires. The Asst. ******* ***** was the person assessing my truck but failed to ask for the key lock for the rims and never checked my brakes, nor did he check my tires. After the alleged evaluation he threw my keys on the counter and would not answer any questions as to why he never checked the brakes.

  Business response

  10/28/2021

  BBB Case ID ********
  We regret the customer had a negative experience at the ********** Les Schwab Tire Center. Les Schwab prides itself on superior customer service, takes reports very seriously, and investigates the underlying facts of all customer concerns.
  According to *********************** records, ************** brought his 2007 Chevrolet Silverado (vehicle) to the tire center and requested the rear brakes checked and life duration o f the tires on October 23, 2021. Les Schwabs technician visually inspected the tires and noted on the invoice the tread on all four tires was at 5/32 and that the fronts were at 1/32 on the outer edges. He also noted the rear brakes were at 2MM.
  The vehicle does not have a wheel lock, it has tuner-style lug nuts. Les Schwabs technician used a tuner lug nut socket to remove the lug nuts and inspect the rear brakes, completely free of charge. Les Schwabs technician also visually inspected the front brakes and found them to be newly installed. When the technician finished with the vehicle, he placed Mr. ****** keys on the counter and called ************** up to go over his findings. He did not throw Mr. ****** keys, contrary to the customers report. 
  Although we respectfully disagree with the allegations in the customers report and are unwilling to resolve his concerns for what he asks, we would like to assure the customer we conducted a thorough investigation and remain committed to providing the best customer service and products possible.
  
  

  Customer response

  10/28/2021

   
  Complaint: 16054799
  
  I am rejecting this response because: whoever wrote this was not there and I have the key to my lug nuts in the driver door of the car. I visually watched the person NOT check my brakes, nor did he provide me with any written or typed information, nor did he say anything verbally. The information in this response is new news to me. Apparently he is a CHRONIC LIAR. Lets look at the video and see if he spoke to me or gave me any written information after the alleged inspection.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/26/2021 I took my 2015 Jeep Grand Cherokee in for a tire rotation, balance, and a pre trip safety inspection. Upon receiving the vehicle back the air bag senor light began to intermittently come on. At this point the business was closed. I contacted the business again the morning of 8/27/2021 speaking with ***** I calmly explained that I brought my vehicle in for the mentioned above and upon leaving encountered this error. I asked if there was a sensor that was not reset or possibly if some wires were moved or bumped by accident and overall how we could go about troubleshooting this issue or resolving it. **** became very defensive not offering to look over the vehicle again or willing to do any troubleshooting. **** then began to give me personal life lessons rather than remaining professional or offering to fix the issue that was caused by their work. Unprofessional, did not listen, no help offered and no explanation as how to move forward stating not our fault not our problem

  Business response

  09/08/2021

  BBB Case ID ********
  We regret the customer had a negative experience at the ******, **** Les Schwab Tire Center. Les Schwab prides itself on superior customer service, takes reports very seriously, and investigates the underlying facts of all customer concerns.
  As ************** report states, she brought her 2015 Jeep Grand Cherokee (vehicle) to the tire center on August 10, 2021 for a complimentary tire rotation, wheel spin balance and pre-trip safety inspection. Shortly after leaving, the airbag sensor illuminated so she brought it back to the tire center and informed the store manager. The manager explained that this was not something the service that the tire center performed could have caused and explained there was nothing he could do to help. ********************** wrote to Les Schwabs *************************** who investigated and found the issue with the airbag sensor is common with Jeep Grand Cherokees and found in order to fix it,  uncoupling the pigtail connections near the seat buckle, cleaning them and reinstalling them is recommended. This kind of work and diagnostic are not something Les Schwab performs and suggests ********************** take her vehicle to a mechanic that does have the equipment and resources required to do the repair. The store manager also recommended that to **********************. 
  We regret any inconvenience this caused **********************. Although we respectfully disagree with the allegations in her report we would like to assure the customer we conducted a thorough investigation and remain committed to providing the best customer service and products possible.
  
  

  Customer response

  09/08/2021

  First off, I am a male not a female so the company clearly does not know who they spoke with. It is on record who I am and also who they spoke with. I disagree with the business statement as I tried to contact the center after the incident speaking with **** who over the phone told me they would not accept bringing my vehicle back in. There was no second inspection done to ensure no wires were bumped while trying to access my battery underneath my seat where the wires to be cleaned was mentioned. My vehicle was never offered to have a look over done again to make sure the job the did before was completed properly. Despite not being a shop that does these types of repairs I felt it was fair that the light came on after their work it was only right they could double check their work to rule out any issues on their end. I was asking for a look over and was refused service. With the ****** ***************** and them claiming that I took my vehicle back in for that look over then they should have records on file showing my vehicle being inspected again either on the date in question or any day after. I can 100% guarantee they have no such records because I was never allowed to take my vehicle back in being refused service by **** over the phone. This company cannot even keep details in order about who they spoke with or the correct gender of their customers let alone try to get away saying I took my vehicle back in when there is no logs of that, Bo mechanic sign offs or receipts ever printed to confirm a service had been done for me.

• Initial Complaint

  08/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into Les Schwab tires in **** because the sensor on my dash for low tire was on. They had it for a couple of hours and it didn't work so I took my car back in they told me it was not their problem and to go to the dealership. Well I have had several large money commitments so was unable to do that. I decided to have it checked at ***** Tires in **** they stated they did not replace the sensor. I went back to Les Schwab to complain they wanted to tear into my car again. I told them no way were they to touch my care again. All I want is a refund of $62.9. Charged me for the sensor and labor

  Business response

  09/08/2021

  BBB Case ID ******** 
  We regret the customer had a negative experience at the Reno Les Schwab Tire Center. Les Schwab prides itself on superior customer service, takes reports very seriously, and investigates the underlying facts of all customer concerns.
  *********************** **************** Representative, *****, has made multiple attempts to contact the customer in an attempt to resolve the concerns raised with your office. To date, ****************** has not returned his calls. Les Schwab would like to work with her to resolve the concerns raised with your office. If ****************** contacts ***** directly at ************, he will attempt to resolve her concerns.
  
  

  Customer response

  09/08/2021

   
  Complaint: 15803958
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

  They have not ever tried to contact me on this matter.

  Customer response

  09/10/2021

  Yes I went into ******************* I talked to the person there.  I was informed they're we different sensors and wanted to take my car in and Take off the tire.  I told them I didn't want them to touch me car ever again.  I felt they did a horrible job and they didn;t think they were responsible for it.

• Initial Complaint

  08/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 24, 2021 I purchased 6 “new” tires for my motorhome. I noticed that the new tires looked scuffed up and didn’t look new. When I got home I checked the DOT code on the tires and noticed they were manufactured in March of 2017. The tires will soon be 5 years old! I was told this didn’t matter because they were in the warehouse. I have been told by a number of seasoned motorhome owners that tires older than 6 years must be replaced regardless of tread wear or appearance. I have been sold OLD tires and charged for NEW tires. I asked for new tires but all they would offer me was a small discount of less than 10%. While I accepted the discount I feel that this is a ripoff. Were I to sell my motorhome to a knowledgable person they would see my new tires as a detriment and would negatively impact the value of my motorhome. I feel that Les Schwab should honor my request to replace these tires with NEW tires with DOT codes that are no more than 12 months old.

  Customer response

  08/25/2021

  Please close my complaint regarding Les Schwab. The issue has been resolved. Thank you

• Initial Complaint

  08/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My account was paid in full with an agreement to have the account deleted from my credit report. It has yet to be removed and it has been over several months. I would like this matter to be resolved ASAP!

  Business response

  08/26/2021

  BBB Case ID ******** 
  We regret the customer had a negative experience at the Elk Grove, CA. Les Schwab Tire Center. Les Schwab prides itself on superior customer service, takes reports very seriously, and investigates the underlying facts of all customer concerns.

  
  Les Schwab is not aware of any request from Ms. Blevins to delete her account information.  We have reported her account accurately and have removed one late payment for March 2019 for customer satisfaction. We show the credit report as paid in full and in this case closed per customer request.
  Les Schwab would like to assure the customer we conducted a thorough investigation and remain committed to providing the best customer service and products possible.
  
  

  Customer response

  08/26/2021

   
  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

  08/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a set of tires installed on my 2017 f150. After getting it I realized that the rims were chipped (all 4). I called and made them aware of the issue and said I would bring it in the morning. When I went back in to show them I was told it was Poor quality from Ford nothing we can do.

  Business response

  08/24/2021

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

  Customer response

  08/24/2021

  
  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

  08/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  08-07-2021 Zero Money Exchanged The business was going to repair a leak on my left rear truck tire which was plugged due to a puncture in the center tread. This particular Les Schwab store located at ******************************** attempted to use scare tactics to intimidate me into purchasing two tires for my truck.

  Business response

  08/20/2021

  
  BBB Case ID ********
  We regret the customer had a negative experience at the **************, WA Les Schwab Tire Center. Les Schwab prides itself on superior customer service, takes concerns very seriously, and investigates the underlying facts of all customer concerns.  
  *********************** Store Manager and ************** worked to resolve the concerns raised with your office soon after receiving a copy of this report. 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

  07/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my car in 3 X'si n 2 weeks without an appointment. For a noise in my back end. 1st time quoted a brake repair job. Second time I was told they figured ot the noise in my rear end of car and gave another quote. I took the car in and had all the work done on that Second quote and is still making noise. Sum of $569. + $. Now wonder if all the work they quoted was done. Since. Car still sounds bad . I also talked to another mechanic and he wondered why they would only replace one side of bearings on a rear end. I was also called and asked if I knew which one needed replaced .since the mechanic who did quote wasn't in. The day I paid $559. + what a bunch of ********. Didn't fix my problem and I feel you need to correct it for free. I am going to get another quote from another shop and see if they are more accurate. Yes. I have an interlock on my car. So mechanics don't want to be responsible for that . I understand . I did a drive ********************* smelled to much of Alcohol.

  Business response

  08/24/2021

  
  BBB Case ID ********
  We regret the customer had a negative experience at the *********************, ** Les Schwab Tire Center. Les Schwab prides itself on superior customer service, takes concerns very seriously, and investigates the underlying facts of all customer concerns.  
  *********************** Store Manager and ************************** worked to resolve the concerns raised with your office soon after receiving a copy of this report. 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.
  

*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. ↩