ComplaintsforLes Schwab Tire Center

• Initial Complaint

  07/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 17th 2021 around 3 PM I took my car here expecting to get tires replaced. I was told IN DETAIL that they have only new tires. AND after putting them on they wanted to charge me an additional $200. It didnt seem right after waiting a few minutes. The younger guy was acting like he was going to soil his face mask for resting for my keys back. I could have paid $70 at EZ Tires on Winter St and not need a Realignment. Since the *********************** Tire staff held my keys against all request they have caused over $200 of damage to my car, caused Loss of Wages, and service fees for repairs. Also the staff at EZ Tires told me the staff at this Les Schwab Tire Center on ************************ do this (Unfair Trade Practices Act violation cause 2) All the staff had to do is realign the car back to center-mass instead of 30 degrees to the left. Also the clerk on the phone lied to me; because she is was a recorded line. As a Client I want a full compensation for this $700 in damages.

  Business response

  08/19/2021

  
  BBB Case ID #********
  We regret the customer had a negative experience at the Totem Lake, ** 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 Mr.i Zahajko worked to resolve the concerns raised with your office prior to receiving a copy of this report. Les Schwab believes the customer is satisfied with the agreed upon resolution.  We apologize for any inconvenience this may have caused the customer and sincerely thank him for his patience.
  
  

• Initial Complaint

  07/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 9th, 2021 at the Les Schwab in ******* **********.I ordered tires online and schedule my appointment and when I got there they said the tire was too small and I had to purchase bigger tires for $400 more. That's fine they put the bigger tires on and immediately I noticed that something was wrong with the steering so I took it in to have the alignment done. Afterwards the vibrations got worse and worse and while on my way to ******** started smoking and making very loud noises. I took it to the Les Schwab in ******** and they said the tires are too big and all four of my rims are bent now. They put the right size tire on, but the vibrations are still really bad. I don't know how putting tires that are too big on could bend the rims, but I do know that my car was in perfect condition before this issue.I want my old tires and my money back and I want the damaged cause to my vehicle resolved.

  Business response

  08/18/2021

  
  BBB Case ID ********
  We regret the customer had a negative experience at the Pullman, ** 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 prior to 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

  07/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 23rd it was a Friday got a balance and rotation at Les Schwab on 6th Street in Grants pass. I had told the technician that I hit rock and would want to know if I needed to get tires. So they did a balance and rotation for $75 when it was done I asked if it was okay to do a 800 mi round trip. I was informed that the tire was cupping and that I needed new tires within the next 10,000 miles but okay to drive 800 miles. Then about 30 miles into my road trip the next day with my 16-month-old son I heard a slight vibration around 55 mph then 30 seconds later I heard the rubber ripping off the tire. I put the transmission into neutral and pulled over did not lose air out of the tire. Called the Les Schwab that service my vehicle told them the issue and I was told that "I must have hit a rock or a nail or something and lost air in my tire" but I did not,and they only gave me money back for rotation and balance! I need new tires And I'm being charged $1,600 today 7/26/21

  Business response

  08/23/2021

  BBB Case ID ********
  We regret the customer had a negative experience at the Grants Pass, Oregon. 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 Les Schwab’s records, Mr. ****** brought his 2004 Ford Excursion (“vehicle”) to the tire center on July 23, 2021 for a wheel spin balance and suspension check. Les Schwab’s technicians informed Mr. ****** the tires were cupping and also recommended new shocks. Mr. ****** left the tire center without any further work performed.  On July 27th Mr. ****** brought his vehicle back to the tire center and informed them one of the tires failed and purchased and installed four new tires. As a sole gesture of customer service, the store manager refunded Mr. ****** for the wheel spin balance and waived the service charges for the new tire installation for a total of $183.83 in credits and no charges.
  Les Schwab believes its customer service gestures were fair and reasonable under the circumstances. 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

  08/23/2021

  
  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,
  
  ***** ****** I see that you included the fact that you told me it was cupping I was also told that it was okay to drive but needed tires within 8k to 10,000 miles. Wasn't sure that I could take a 800 mi round trip and in fact I was not. I'm not worried about the refunding me of the balance because you as a business we're in the wrong that's why you refunded me. I had to purchase $1,600 tires because of your misinformation during the balance regardless of you telling me if my tires were cupping... You refunded me that for some reason, because it was incorrect in my opinion! If I need to take legal action and this better bureau Business report is not doing it for you guys please let me know. Not only was my life in Jeopardy but my 16-month-old son as well. To whom it may concern...

• Initial Complaint

  07/21/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hi my name is ******************* I had gotten a oil chnage from less swab and recently car stared maken some knocking noses from the engine had called less swab about the issue and they had towed the car back to thier location and inspected the car how ever they check it and decided to do a sac oil chnage witch making the car way worst and had it towed to another shop to get it checked witch now they are telling me that they didnt have anything b to do with the oils chnage but I have pictures with a part that was still left open on the oil filter cap . How ever Im still lost dont know what to do I have a baby on the way and they dont think its thier fault

  Business response

  08/09/2021

  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, ************ brought his 2011 *** 328 Series (vehicle) to the tire center on July 9, 2021 for an oil change.
  On July 30, 2021, ************ returned to the tire center and informed the store manager that the vehicle was running rough, the check engine and several other lights were on and that the oil filter cap was not screwed all the way on. Les Schwabs technicians found no sign of an oil leak. In the presence of ************, the store manager drained all the oil from the car and measured to confirm there were no oil leaks and replaced all the oil and cap. After starting the vehicle, it ran rough again so the store manager ran a code scan on the vehicle which brought up multiple codes, including the valvetronic shaft sensor, which had nothing to do with removing the oil cap and the oil change. To further confirm the issue with the vehicle was not caused by Les Schwabs technicians, the store manager reviewed the video surveillance of the oil change conducted on July 9, 2021 and could clearly see the employee put the filter cap back on and then used a filter on a wrench to finish tightening the cap.
  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.
  

• Initial Complaint

  07/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my Subaru in to swap the tires since the rear left had a bulge in it as well as get an alignment while it was there. They found that the tire had also worn the wheel bearing and hub assembly out on that side and replaced it for me. When I took the car in, my cruise control worked and I had no lights lit on my dash. After they fixed the tires and bearing, I now had 3 different lights lit on my dash AND my cruise control doesn't work anymore. When I called to ask about it, they insisted that the ABS light was on when the got it and the rest are because my wheel wore out the cable and I will need to replace it. I'm frustrated on the dishonestly Les Schwab has. When I brought the car in, everything worked (minus the bulge) and when I picked it up multiple things didn't work. Also, after the alignment, my car now has my steering wheel tilted to the left when the wheels are straight. When I tried to talk it through with the manager, he just wanted to defend themselves.

  Business response

  07/29/2021

  
  
  BBB Case ID ********
  We regret the customer had a negative experience at the Colville Les Schwab Tire Center. Les Schwab prides itself on superior customer service, takes reviews very seriously, and investigates the underlying facts of all customer concerns.  
  Les Schwab’s Store Manager  contacted Mrs. **** soon after receiving a copy of this report and worked with her to resolve the concerns raised with your office.  Les Schwab believes Mr. and Mrs. **** are satisfied with the agreed upon resolution. 
  
  

  Customer response

  07/29/2021

  
  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

  07/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Saturday June 12th, I went into Les Schwab tires of Totem Lake ******** to get a tire rotation as part of my maintanence of the tires I purchased at Les Schwab. An hour later, I received a call from Les Schwab asking for a call back. I returned to Les Schwab to retrieve my vehicle. When the receptionist went to check in with the tire specialist, I witnessed her speaking with a tire specialist for a prolonged amount of time. She stated that they could not open my hood, because they couldn't figure it out. I left.30 minutes later I was on the freeway when my hood almost popped open and I could not get it closed. It was broken. I could not take it back to Les Schwab as they were closed. I am surprised and dissapointed that they would be so unprofessional and risk safety and not notify me of the fact the broke my hood latch cable. This could have been worse. I was without the usage of my vehicle for several days. To this day, they have not fixed the problem they created.

  Business response

  08/30/2021

  
  BBB Case ID #********
  We regret the customer had a negative experience at the Totem Lake, ** 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 prior to receiving a copy of this report. Les Schwab believes the customer is satisfied with the agreed upon resolution.  We apologize for any inconvenience this may have caused the customer and sincerely thank him for his patience.
  
  

• Initial Complaint

  07/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  05/15/2021 Bought tires and rims for my car after market rims, i have had trouble with the front end due to balancing of the wheels, so they tried different methods to fix it after almost a month and a half they were unable to fix the problem. so they returned my old rims and 2 tires to my care installing 2 different tires to my car, also installing different lug nut on my wheels that are'nt the same as before, and then they charged me ****** for balancing, my and rims cost me ******* and was refunded *******. i do not like the mismatched tire and do not like the lug nuts that do not belong to the wheels. i feel i was treated unfairly and how they charged for balancing.

  Business response

  07/12/2021

  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 2020 ****** Corolla (vehicle) to the tire center on June 2, 2021 and purchased four new Reputation NLW3 tires, Prophecy wheels and traded in his old tires for a $50 rebate per tire. Each new tire purchase came with new lug nuts. On June 19, 2021, **************** came back to the tire center and informed the store manager, ***, he was displeased with the way the new tires rode and traded them in for a different set of ******************************* July 3, 2021, **************** returned to the tire center again, displeased with the ride of the tires. *** offered to sell **************** one of his old tires back to him, the other three were no longer available. **************** purchased his old tire back and purchased one new for the same price the store gave him for his old tire. *** gave **************** a total refund of $1,343.61, more than the amount originally paid.
  Upon learning of this report and **************** displeasure with the lug nuts, Les Schwabs **************** Representative contacted **************** and offered to replace the lug nuts, **************** declined at that time. 
  Although Les Schwab feels its customer service gestures were fair and reasonable under the circumstances 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

  07/12/2021

   
  Complaint: 15622691
  
  I am rejecting this response because: I am rejecting the response i did not get refund of ******* i got a refund for ******* so the manager is lying, this not what he told me and i uploaded the documentation to you.. all invoices and as you can  see i was only refunded *******.. i should be intitled to the full refund.
  
  Sincerely,
  
  ***************************

  Business response

  07/26/2021

  BBB Case ID ********
  We are in receipt of the additional correspondence. As Les Schwabs previous response states, its customer service gestures were fair and reasonable under the circumstances 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

  08/02/2021

  +6

  -*99
  Complaint: 15622691
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  first of all they threw away my oem lug nutts  and they had me buy old tires back which they bought at ***** a piece at ***** each which they gave me a ****** credit, so when i bought them back they only had my 2 original tires and had me buy 2 new tires at ***** a piece, so they are saying that they refunded me ******* and all i got was ******* i was charged ****** for balance of the tires as per manager ***! and was very rude when i picked up my car..bbb you have all documents of all invoices i have uploaded... if you need for me to uploade again please let me know... Thank you!

   

  ***************************

*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. ↩