ComplaintsforLes Schwab Tire Center

• Initial Complaint

  04/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In August of 2018, my husband and I filled out a credit application jointly for tires and those tires were paid off several years ago. In March of 2024, I received notice that my now ex husband has been allowed to purchase tires on that same account using the information I had provided in 2018. We have been divorced since 2021. This has resulted in a hard inquiry on my credit report as well as derogatory remarks when he did not make his payments on time. When I called Les Schwabs Selah location, they informed me that they would not remove me from the account as long as there was a balance, regardless of how old the information on the credit application was. This was after informing them that I had not authorized a credit check or purchase with them since my initial application in 2018. Nor was my information from that application correct any longer as I had changed my last name (formerly ******) in 2022. They also informed me during this call that he had been allowed to use my information to apply for credit again in 2021, also without my expressed consent or knowledge using that same initial credit application. Les Schwab should have never used the information provided on a nearly 6 year old credit application to be ran without consent from all parties on that application. Clearly, my personal information is not safe in the hands of this business and is used repeatedly without my authorization.

  Business response

  04/29/2024

  BBB Case ID ********
  We regret that ************************ had a negative experience at ******************************************. We take customer reports seriously and work diligently to immediately address customer concerns.
  As Ms. *********** report states, she and her husband opened a joint retail credit account in August, 2018 and made charges to it and paid the account in full. According to Les Schwabs records, ************************ never notified Les Schwab that she had been divorced nor did she or her estranged spouse close the account. ********************** does not have the ability to remove ************************ from the credit account until the account is paid to a zero dollar balance. Les Schwab is able to reverse one of the negative reports to the credit bureau, as a gesture of customer service. Once the account is paid in full, ************************ will need to contact the Selah tire center or Les Schwabs ******* Services team at Les Schwab Headquarters to close the joint account. At this time, the account is paid to current. 
  Les Schwab would like to assure ************************ that we remain committed to providing the best service and products possible. 
  
  

  Customer response

  04/30/2024

   
  Complaint: 21579686
  
  I am rejecting this response because:
  

  While I can appreciate that it is my responsibility to close an account due to personal affairs unbeknownst to Les Schwab, what I do not believe was appropriate in this matter was Les Schwab re-submitting my information for a credit check. 
  What I cannot identity on the financing account information disclosures is an agreement to authorize Les Schwab to re-submit a subsequent credit application on my behalf years later, regardless of having an account open. 
  I authorized one credit check to be performed when I applied for credit in 2018. Any re-submitted credit applications thereafter were not authorized by me nor was it disclosed that Les Schwab could perform credit checks at will for the duration my account is open there. 
  As mentioned above, this credit check was performed months after ***** used the account to finance new tires. When I spoke with the manager of the Selah store, *****, he stated that in cases of nonpayment, the company will re-run a credit check to get the attention of the purchaser. When I review the penalties for nonpayment in the disclosures, I do not find anywhere that states the company can run a credit check as a means of contacting the buyer. 
  Credit information is extremely sensitive and personal and it seems inappropriate that if one holds an open account with **********************, they are effectively authorizing Les Schwab to run credit checks for the life of the account, as ********************** deems fit. If the account is open and ********************** was willing to finance tires based on information originally provided in 2018 that is one thing, it is entirely another issue to perform multiple credit checks without authorization. 

  Sincerely,
  

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

  Business response

  05/13/2024

  BBB Case ID ********
  We are in receipt of Ms. *********** additional response. According to Les Schwabs records, her account was opened at ******************************************** in 2018. In April, 2024, the **********, *************** Center allowed a charge on that joint retail credit account.  When the Selah store noticed the new charge on their inactive retail account, they ran the credit of the joint account holders as it had been quite some time since a charge was made to that account. When the account was open, consent was given to run the credit of both account holders. Again, neither store was aware of any marriage dissolution and the account was still open. 
  Les Schwab apologizes for the inconvenience this caused ************************ and requested the credit agency remove the inquiry.
  
  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Sirs, Better Business Bureau. I have went to Les Schwab, ******************************************************************************. ************. To have my tires mounted. I bought one tire a month, and then had them mounted. I have 3 tires so far. I found out after I have checked my wheel bearings for grease and brakes for wear they may have. That there was a problem. A tire had a large Rock in side rolling around. I thought it was the bearings. When I rolled the tire, a clunk,clunk,clunk. It was the tire and inside a Rock. I was very concerned. Who would do this. Our ************ Les Schwab. Oh no, What has happen here. I also remember the tire in the rear, very heavy hard to hold up and to mount, Sand Bags inside the tire, there was no, clunk,clunk,clunk. Just very, very heavy. Rear Wheel. I need to have the problems, removed, what should I say to the Salesperson... Store 622. Invoice *********** *********************** 2-11-2023. - Invoice *********** **** D.R. 3-8-2023 - Invoice *********** Jenet N.I. 4-11-2023. 3 tires mounted 2 problems I have found, Rock and Sand Bags. (Unsafe Driving). -Dismount,mount,balance,disposal- 3 Tires. Signed *******************************, 4-5-2024. ***************************

  Business response

  04/23/2024

  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.  
  ********************** would like to work with the customer to resolve the concerns raised with your office. If ******************** contacts the store manager, *****, directly at ************, he will attempt to resolve his concerns.
  
  .

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I never have a problem with any other Les Schwab, just this location. I feel the need to write this so others are aware and don't waste time here. I've brought a few cars here and had inaccurate and incomplete estimates. Most recently I brought in my *** to have my brakes and tires inspected. They made me leave my car there for a few hours, no big deal. The problem is that the technician, *****, lied and stated the tires were on too tight and could not be removed without breaking them. I took my car back home and was able to remove all four of my tires by hand. I'm disabled and actually dont have a lot of strength in my arms any longer, if I removed them using a hand tool-- why could a professional tire shop like Les Schwab not remove them with their TOOLS? I took it to another shop with no issues. They seem to lie about estimates or refuse to do them when they feel there is no sale on their part. They have grossly overestimated pricing for the same issues identified by other shops. Additionally, I feel they were not wanting to help me because I am disabled and of color. They made me leave my car for 3+ hours when their bay was empty. I come back and they didn't even look at the car, just refused it because the tires but again, I removed them by hand.

  Business response

  04/15/2024

  BBB Case ID ********
  We regret that ********************** had a negative experience at the ********, Oregon, Les Schwab tire center. We take customer reports seriously and work diligently to immediately address customer concerns.
  According to *********************** records, ********************** brought his 2017 *** X3 (vehicle) to the tire center because the **** light was on. The technician inspecting the vehicle noted the tires were separating on the inner shoulders and recommended replacement. The right rear tire was missing a lug stud prior to the service and the right rear stud would not come off. He stopped the work because he did not want to break the lug studs or cause any further damage. He also saw behind the wheels the rotors appear to have scoring. He recommended a replacement and provided a quote for all the work recommended. The wheels were not removed as a precautionary measure, not due to the tools being used.  
  Although we respectfully disagree with the allegations in the report, Les Schwab would like to assure ********************** that we remain committed to providing the best service and products possible. 
  
  

• Initial Complaint

  04/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought rear drum brakes and wheel cylinders for my ****** Camry 1999. Everything was replaced and functioned for about 8 months I took the car back since it was under warranty and claimed the noise and the dragging is ********** dust and that they checked the shoes (they didnt). Last week my back right wheel locked in place while driving on the street and I had to have my car towed. Turns out the top spring holding the adjuster was placed on the wrong spot!! Thats not even equipment error but service error causing the shoes to continuously drag because the tension was not tight enough. The issue then led to the equipment to fail premature due to negligence. I ended up replacing all brake hardware and shoes on that tire and it works now. Sad that I came with a concern under warranty and I was dismissed and overlooked. Then Im left with all these expenses when brake shoes and equipment dont just fail after 14 months

  Business response

  04/05/2024

  BBB Case ID ********
  We regret the customer had a negative experience at the Norco, CaliforniaLes Schwab Tire Center. 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

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'd like to preface this with saying I have done a lot of business with Les Schwab over the years. brought my vehicle in at the end of January a rear ball bearing replacement as well as some front brakes and calipers. When I got my car back it was making a horrific noise and I took it back in. They said that they had put in a faulty sensor and replaced this part My ABS light was also on at this time, when it was never on prior to the wheel bearing being replaced. After more issues with my car that did not exisit prior, I brought it back in. The shop then replaced the bearing again with new parts, claiming they installed it wrong. My ABS light was still on, and Les Schwab claimed this as a battery issue, when I've never had issues with my battery prior. I brought it back in once more to have them replace the sensor that they had already twice prior. The sensor was the incorrect part according to the business. At this point, my ABS was no longer malfunctioning, but my entire alignment Is off and my car has been driving weird and incorrectly ever since. I had my alignment fixed at another Location and they did a great job. This location on ******** has been pretty disappointing. After having my car for 2 weeks and multiple wrong incorrectly installed parts later, my car is running worse than when I brought it in. When I came to pick up my car after the 2nd ball bearing replacement and before the last sensor replacement, I found that my car was broken into under thier supervision and several items of mine were stolen including my car registration. They were unable to see anything on camera. I filed an incident report and corporate has failed to reach out after over a month and many calls on my end. My car registration did not have my current address on it, but then was then returned to my place of residence under my windshield wiper with my current address and phone number hand written on it. I filed two police reports regarding the incident.

  Business response

  04/09/2024

  BBB Case ID ********
  We regret ****************** had a negative experience with the ******** South, *******  Les Schwab Tire Center. We take customer reports seriously and work diligently to immediately address customer concerns.
  As Ms. ******** report states, Les Schwab *********************** has opened a claim and will conduct an investigation and will contact ****************** shortly.
  
  

  Customer response

  04/25/2024

  Hello! I was notified that my Complaint has closed. I have been awaiting the bussines to contact me as they said they would in thier response to the Complaint and they STILL have not reached out to me. I would like to reopen my complaint until they reach out, which they have not. Let me know if I need to reach out to somewhere else! Thanks! 

  Business response

  05/06/2024

  BBB Case ID ********
  We are in receipt of Ms. ******** additional response. Les Schwabs ************************ (RSD) sent a letter to ****************** April 12, 2024 and a check in the amount $500 as a sole gesture of customer service. They could not find any accounting of the $2,000 worth of alleged missing items or any evidence property was taken from her vehicle. Les Schwab is not responsible for any lost or stolen property. 
  Les Schwab is unwilling to resolve her concerns for what ****************** asks, but would like to assure ****************** that we remain committed to providing the best service and products possible. 
  
  

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last April I purchased a set of tires with Les Schwab, included with that purchase is road hazard insurance, part of the Les Schwab guarantee, and part of the value of buying tires from Les Schwab. Last Saturday I went to get my tires rotated and balanced and they found the sidewall damaged so required the tire to be replaced. The tread is so new they can replace just one tire. However, the tech said it was caused by hitting a curb and it wouldn't be covered so I would have to buy a new tire. I asked for a manager and he said the samething. I called corporate and they had me call the store back saying they'd be able to take care of me. I called the store and was told that the damage was caused by hitting a curb. I told them I never hit a curb. After a back and forth I said I can't prove a negative, but I have not hit a curb. It is ridiculous that all they have to say is that its curb damage to wiggle out of their warranty and road hazard insurance. I called corporate back, and was told they'd call me back but never received a call back. I would like them to replace the tire and if the tread end up getting low enough that two tires need to be replaced, to replace both tires.

  Business response

  03/26/2024

  
  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.  
  *********************** store manager has been in contact with ********** and worked with him to resolve the concerns raised with the BBB. 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.
  
  

  Customer response

  03/28/2024

   
  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

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2023, I visited Les Schwab for a total alignment of the front end of my vehicle. However, on March 4, 2024, I discovered a significant issue with the work done during my visit. Upon inspection, I noticed that one of the bolts on the toe adjustment of the left side was loose. Immediately upon discovering this issue, I took the initiative to tighten the loose bolt myself. Subsequently, on March 5, 2024, I contacted Les Schwab to address the loose bolt and request that they rectify the situation by making the necessary adjustments and fixes. However, to my dismay, when I visited the establishment the next day, the staff at Les Schwab refused to take responsibility for the error and remedy the situation. The staff at Les Schwab cited the length of time since my initial visit in October 2023 as the primary reason for their refusal to address the loose bolt issue. They claimed it had been five months since the alignment service was performed and implied that the loosened bolt resulted from normal wear and tear over time. I vehemently disagree with this assessment and explanation provided by Les Schwab. I explained to the staff at Les Schwab that bolts do not simply come loose due to regular driving or encountering potholes. I emphasized that failure to address the loose bolt could have severe ramifications for the safety and integrity of my vehicle. The entire structure of my car relies on these bolts to hold it together, and any negligence in addressing this issue could pose a significant safety hazard. Despite my concerns and explanation, Les Schwab not only refused to fix the loose bolt but also attempted to charge me for redoing the alignment service. Furthermore, they tried to shift the blame onto me, insinuating that I was somehow responsible for the condition of my vehicle and that the loose bolt was not a result of their workmanship. I am deeply disappointed by the lack of accountability and professionalism displayed by Les Schwab in handling this matter. As a loyal customer who has entrusted my vehicle to their care, I expected better service and a commitment to ensuring the safety and satisfaction of their customers. In light of the circumstances described above, I urge the Better Business Bureau to investigate this matter and intervene on my behalf to ensure that Les Schwab in *********** takes appropriate action to rectify the situation. I seek a resolution that includes a thorough inspection of the work performed on my vehicle, the tightening of the loose bolt, and any necessary adjustments made at no additional cost to me.

  Business response

  03/14/2024

  BBB Case ID ********
  We regret the customer had a negative experience at the ***********, Oregon 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.  
  ********************** would like to work with the customer to resolve the concerns raised with your office. If **************** contacts our store assistant manager, ****, directly at ************, he will attempt to resolve his concerns.
  
  

• Initial Complaint

  03/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our car, an Aveo 2005, was leaking. My husband took it into Les Schwab, at ***************************************************************************** to have it checked. He was told that the brake cylinder needed to be replaced. We paid $637.33 on 2-20-24 for a master cylinder and bleed, flush and installation. The car continued to leak. He took it back and was told a hose wasn't connected. It continued leaking. He brought it back again and spoke with a manager. This time he was told that the water pump needed to be replaced, and they don't do water pumps. We had the water pump replaced elsewhere on 3-1-24. The leaking has stopped. Was the replacement of the brake cylinder necessary??

  Business response

  03/06/2024

  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.  
  ********************** would like to work with the customer to resolve the concerns raised with your office. If **************** contacts our store assistant manager, ****, directly at ************, he will attempt to resolve her concerns.
  
  

  Customer response

  03/06/2024

   
  Complaint: 21379734
  
  I am rejecting this response because: the business hasn't made any response.  They wish to communicate verbally and I want clear, written response.  I am answering their last email with:

   

  "Hi *******,
  
  I found your statement that "I would hate to have any miscommunication or something taken out of context over email." interesting.  Verbal conversations are more likely to be subject to misinterpretations and misunderstandings.  Moreover, one can always later disavow anything verbally, by saying, "I never said that."  There is a reason why contracts are written rather than verbal.
  
  If you really wish to resolve this, it needs to be done in writing.
  
  ***********************"

   

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

  Business response

  03/14/2024

  BBB Case ID ********
  We are in receipt of Ms. ******* additional communication.  According to Les Schwabs records, the master cylinder was indeed needed as the tire center technician confirmed the fluid level was low and leaking from the fitting under the master cylinder. The technician did loosen a coolant line to access the master cylinder during the replacement which leaked afterward. Les Schwab would like to work with **************** to resolve the concerns raised with your office. If **************** stops by the store or calls our store assistant manager, ****, directly at ************, he will attempt to resolve her concerns. **************** may also make an appointment online.

  Customer response

  03/21/2024

  I am sorry, I did not realize that I only had a week to respond.  I didn't see any point in going into the business.  I still question if the initial repairs were necessary.  I also question if the damage to the water pump was caused by Les Schwab.  While I don't know the answers to these questions, I do know that the total cost was over $1600, and I do know that Les Schwab did not act honestly.  In lieu of anything else, I will be doing an internet review of them.

  Thanks for your help!

• Initial Complaint

  02/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am not liable for this debt with LES SCHWAB TIRE CENTER , I do not have a contract with LES SCHWAB TIRE CENTER, they did not provide me with the original contract as I requested. DEBT IS SHOWING UP WITH A OPEN BALANCE OF $608

  Business response

  03/13/2024

  BBB Case ID ********
  We regret that ****************** had a negative experience at the ******, **********, Les Schwab tire center. We take customer reports seriously and work diligently to immediately address customer concerns.
  According to *********************** records, ****************** first opened his retail credit account in 2016. His last charge was December 24, 2018 and the last payment made was January 5, 2019. On February 19, 2024, ****************** spoke to Les Schwabs ***************** (Credit) and informed them that it was his father that charged to his account and that he was not responsible for the debt. Credit suggested ****************** go to the tire center to potentially determine who charged to his account and that if a charge was misposted to his account he could work with the store to correct it. Credit also informed ****************** that his account has not been sent to a collection agency so he could work with the store to make payment arrangements if the debt is determined to be his own. The tire center can also provide ****************** with a copy of his credit application.
  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 Les Schwab remains committed to providing the best service and products possible. 
  
  

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They screwed up the alignment on my truck, which ruined $1200 tires. One person there told me they would replace them on warranty, but when the job was done they said they would not replace them on warranty and tried to charge me. Their poor alignment job has ruined my property.

  Business response

  03/04/2024

  BBB Case ID ********
  We regret that ************ had a negative experience at the *****, Idaho, Les Schwab tire center. We take customer reports seriously and work diligently to immediately address customer concerns.
  According to *********************** records, ************ purchased and had installed four new tires on his 1998 Dodge 2500 (vehicle) at the 12th Avenue location on September 1, 2023. Store Assistant Manager, ******, informed the customer and noted front-end work that needed to be done. On October 25, 2023, ************ visited the ********************* tire center with all the recommended front-end parts replaced. None of that work was performed by Les Schwab. At that time, ************ requested an alignment. Les Schwab performed the alignment within the required specifications. The next day he returned because the caster was slightly out of specification. Being a straight-axle vehicle, this is not a common adjustment. They made this adjustment to get all of the alignment angles within specifications.
  ************ returned almost four months and ***** miles later and the steering wheel was 90 degrees off and the total toe was three degrees out, which is significant. Such issues would not allow the customer to drive the vehicle, and would not normally occur with regular driving usage and no collisions. This type of tire wear is caused by the alignment being so far out. Our **************** Representative, ***, spoke to our brake and alignment training team, who would agree that the difference in alignment angles, in this amount of time, would be nearly impossible without any alterations or collisions. The tire center ordered new tires and offered the customer 15% off on the tires, plus no charge for installation. The customer refused, so the tires were removed from the vehicle and the old tires were put back on. The tires are not able to be covered under warranty because these are very obvious signs of "mechanical wear," which is not covered under the Best Tire Value Promise (warranty), a copy of which was provided to ************ at the time of purchase.
  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 Les Schwab remains committed to providing the best service and products possible. 
  

  Customer response

  03/04/2024

   
  Complaint: 21322827
  
  I am rejecting this response because:  I have since discovered that the reason the alignment moved was because Les Schwab failed to use Red thread locker on the Jam Nuts and also most as is specified in the manufactures documentation for the tie rods and drag link.  The manufacturer also specifies that the jam nuts should be torqued to 220 lb-ft.  I suspect that they were not properly torqued also,  but I can tell visually that red thread locker was not used.
  
  Sincerely,
  
  ***********************

  Business response

  03/14/2024

  BBB Case ID ********
  We are in receipt of Mr. ***** additional response. 
  Upon further further investigation, we have found the manufacturer's recommendations for the torque of these tie rod ends. Unless the truck has been equipped with an aftermarket steering linkage system, the tie rod adjustments will be made at an adjusting sleeve rather than having a jam nut. The bolts on these adjusting sleeves have a torque specification of 45 ft-lbs. There is nowhere in the manufacturer's specifications that states red Loctite, or any other colors of Loctite, should be used on these components. Les Schwab strongly believes this vehicle was altered after it left our facility. This would be either from adjustments made, or components replaced by another facility or mechanic OR caused by an abrupt impact causing the alignment to be altered. Attached is documentation for the specifications on the steering linkage for a 1998 Dodge Ram 2500 pickup.
  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 Les Schwab remains committed to providing the best service and products possible. 
  

*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. ↩