ComplaintsforLes Schwab Tire Center

• 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. 
  

• Initial Complaint

  02/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  It is very disheartening that a company that supposedly prides themselves on treating their customers like family can be so cruel. I had an in house credit account with them. I had some financial problems, as a single parent it happens sometimes. I fell behind on a lot of bills. *************** being one of them. It got to a point where I tried to make partial payments to get caught up and they sent me a letter saying my partial payments arent good enough and I need to make the full past due payment. After getting that letter I just felt like I wouldnt be able to dig myself out of this whole so I just stopped paying. Why would I keep paying if they send a letter like that. So its in collections now. I called the company asking if I pay in full today can I get it deleted off my credit report and they said *************** doesnt allow that. I tried calling *************** headquarters directly today and spoke to **** from the credit department and she said thats not something we do. I just dont understand how they pride themselves on family values. I would like to pay off the amount that was originally charged off, not what is being applied as interest by the collections agency and I would like the charge off removed from my credit report.

  Business response

  02/29/2024

  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, Ms. ****** retail credit account went delinquent and was sent to Les Schwabs third party collection agency, ********* on December 30, 2022. On February 20, 2024, ************** contacted Les Schwabs ***************** (Credit) and requested the negative credit reporting be deleted. Credit informed ************** that Les Schwab accurately reports credit and does not delete from credit reporting. ************** needs to contact ********* directly at ************** to work with them to resolve her concerns. 
  Although Les Schwab respectfully disagrees with the allegations in his report and are unwilling to resolve his concerns for what she asks, we would like to assure ************** that Les Schwab remains committed to providing the best service and products possible.
  
  

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently took my vehicle Les Schwab in ******** for an oil change and brand new tires. It was in the shop for 2 full days.The very next day, after picking up my car from Les Schwab, we found a rat(s) had entered our car and destroyed all the upholstery and seats. There were rat droppings and urine everywhere. My wife freaked out!Since this was the only place we had taken the car to, we called the facility and spoke to the store manager, who had us fill out an incident report.Later, he referred us to *****************, Claims Specialist from Les Schwab Headquarters. She was quick to say that they didn't have a rodent problem and later emailed me a 1 page report from a local exterminator indicating there was no evidence of rodents at that facility. A few days later, I took a picture of rat traps set up at their facility. If they didn't have a rat problem, there would be no need to set up rat traps.The 2 days my vehicle was left at their shop, it was parked adjacent to a trash bin where they have this rodent issue.I asked them to cover the damages done to my vehicle in which they denied to do so.They told me to just put a claim on my insurance. After spending all this money on tires and an oild change, I now have to pay a deductible to get my vehicle fixed.DO NOT TAKE YOUR VEHICLES HERE!We took all our vehicles their for service, and now they will lose our 2 vehicles plus another 3 vehicles from a good friend of mine because of this incident. Horrible service!!!I'm asking for $1500 in vehicle damages caused by rodent(s) from ***************** in ********.

  Business response

  02/23/2024

  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, ********************** dropped his 2017 **** Explorer (vehicle) off at the tire center on January 13, **** for an oil change and had four new tires installed. On January 15, ****, ********************** retrieved his vehicle and paid the invoice. On January 18, ****, three days later, ********************** reported to the tire center that a rodent entered his vehicle and caused damage and believed it occurred while parked at the tire center. Les Schwab immediately opened a claim and conducted an investigation. 
  On January 18, ****, Les Schwab hired ****** Exterminator to conduct an investigation. The results of our investigation are as follows: 
   The traps were set out as part of the exterminator inspection.  The store  advised the claims examiner that for several days post rat traps, there was no indication of rodents and the traps did not catch rodents.  Again, the traps were there as part of the extermination visit. No prior incidents, events, or reports involving rodents at the ******** Les Schwab store location. Three days after picking it up the customer called to report the incident. It is unclear why damage would have gone three days undetected. The customer's vehicle was there for two nights. The store confirms it was kept in the bay at night.
  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

  02/23/2024

  Les Schwab worked out a solution with me. Please close this case. Thanks

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Management here treats your like you are an idiot. They scam you and when called out they make up a bunch of bla bla bla. **** (s&sp im assuming by his knowledge) makes more excuses then *********************** saying I didnt do it **** the new manager is a scam artist. 124 for an alignment, 200+ markup up per wheel!, and when quoted tires telling me they dont make anything other than a 10ply for $502 per tire when they make a 4ply xl for way cheaper! Called corporate and turning them into the BBB tomorrow. This is a small town. If you think you can get away with scamming people you are dead wrong. And re train ****.

  Business response

  02/20/2024

  BBB Case ID ********
  We regret that Mr. *** 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, Mr. *** received a quote from our ********** location on December 18, 2023 for four new Contra wheels in the amount of $522 each before freight. Mr. *** purchased the wheels for the exact amount quoted on December 22, 2023 and carried them out of the store (not mounted). Mr. *** informed Les Schwabs **************** Representatives (CSR) on February 8, **** that he had another non-Les Schwab retailer contact the tire center who provided them with a quote for the wheels, which Mr. *** claims were $360 per wheel. Mr. *** then demanded Les Schwab refund the difference. in price. 
  Les Schwabs CSR researched the store cost on the wheels and found the ********** store did do the appropriate price markup, per company guidelines. Our CSR also researched online for the same wheels and found the least expensive amount for the wheels was $498. Les Schwabs competitive price includes installation and our Best Custom Wheel Value Promise warranty.
  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 Mr. *** that Les Schwab remains committed to providing the best service and products possible.
  
  

  Customer response

  02/20/2024

   
  Complaint: 21257147
  
  I am rejecting this response because: The tire shop down the road getsthe from the exact same dealer Les Schwab does and the cost (which when on called on February 8th to Les Schwab headquarter, the gentleman called me a liar and I didnt know how to work for Les Schwab properly) cost is $293 and the freight is half the price. If that phone call with customer service is recorded you should listen how he talked to me. I got angry the way he spoke to me. Thats not world class customer service. They keep bringing up I was quoted, bought and carried out. Yes I did. What I didnt know is how much I was getting ripped off. Im not the only one complaining in ********** with new management. You cant just make your own prices up. Les Schwab has a guideline. 
  
  Sincerely,
  
  **********************

  Customer response

  02/20/2024

  I told **** the manager this is the price I found online. Its on camera. Not even close to same price. I only bought them because I had a Les Schwab account. I took his word thats the best price he could do obviously it wasnt. 

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a set of tires with a ****** mile warranty. During my most recent oil change, my mechanic told me said tires were in need of replacement so I took it back to Les Schwab, which does not mean offer same day appointments. After waiting until they could get me in, they refused to honor the warranty because I didnt get my tires rotated with them.

  Business response

  02/23/2024

  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, ************ visited the tire center on April 8, 2021 and purchased four new tires for her 2006 ****** Highlander. *** mileage on the vehicle at that time was *******. On February 3, 2004, she revisited the tire center for another new set of tires, the mileage at that time was *******. Les Schwabs Best Tire Value Promise (warranty), a copy of which ************ received at the time of the time of her purchase, expressly states: *** limited warranty for tread life does not cover services, damage or wear due to any of the following: misuse or abuse, misalignment or tires out of balanceCovered Tires not regularly rotated will be considered abused for purposes of this Limited Warranty. As part of the Limited Warranty, Les Schwab provides free rotations every ***** miles or as needed for Covered Tires. Rotating your tires helps to ensure the tires are worn evenly all the way through. Les Schwab has no record of performing tire rotations. If ************ is able to provide maintenance records such as alignment service as well as consistent tire rotations every ***** miles, we would be more than happy to reopen a warranty claim for the customer.
  Although ********************** respectfully disagrees with the allegations in her report and are unwilling to resolve her concerns for what she asks, we would like to assure ************ that Les Schwab remains committed to providing the best service and products possible. 
  
  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In November I purchased 4 new tires for our travel trailer , and had new wheel bearings installed and packed.The first trip out in January, 3 of the 4 bearing dust caps came off on our drive to *********. This has never happened to us before and is obviously a result of them not being installed correctly.We called Les Schwab, and they agreed to cover the cost of the caps, but not the cost of labor to remove the tires and make the repair. There is no Les Schwab in the **************-and we are not comfortable making the trip home before fixing the problem.We have been Les Schwab customers for many years because of their customer service. Because they are not standing behind their work, we will take all of our future business elsewhere.

  Business response

  02/01/2024

  BBB Case ID ********
  We regret the customer had a negative experience at the *****, Idaho 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 **************** Representative 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

  02/01/2024

   
  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

  01/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to be looked at for a alignment .. ?? when the took it off the rack it pulled the bumber off the car.. they hurred and stared putting it back on but it's ripped off the bracket that hold it to the fenders was not put on right.. no it falls off.. they said we will make it right go get a estimate.. so I did with icy roads and . They they offered me nothing.After 4 hours of driving now nothing.. no help at all.. they are blowing it off

  Business response

  02/02/2024

  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.  
  *********************** ************************ 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.
  
  

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Around the beginning of December, 2023, one of the tires on my car started to leak air continuously, rendering it useless. I took the tire to Les Schwab, hoping to have them simply fix the leak, but I was informed that the tire was too worn to be replaced. I was surprised by this, as I had purchased all four tires from Les Schwab no more than two years prior. Nevertheless, I was willing to go forward with getting new tires for the vehicle, as I had been issued a warranty of ****** miles on the previous tires that I purchased. Considering this, I figured that I would be at least given some substantial credit toward my new tire purchase, yet I was immediately informed that they would not honor my warranty, despite me not having passed the ****** mile limit. Their reasoning regarding why my warranty would not be honored was due to the nature of the wear on the tires, as they claim this was produced by an alignment issue. Les Schwab, however, are the only ones to have ever aligned these tires in any capacity, leading me to believe that they should be held completely responsible for this wear as well. Regardless, I was forced to pay the full price for my new set of tires despite having a perfectly valid warranty that should have covered this. I strongly believe that I am owed at least a partial refund congruent to what my warranty would have initially covered.

  Business response

  01/25/2024

  BBB Case ID ********
  We regret that ****************** had a negative experience at the ******* Downtown, Washington, Les Schwab tire center. We take customer reports seriously and work diligently to immediately address customer concerns.
  According to *********************** records, ****************** purchased a set of tires on November 8, 2021, for his 2018 ***** Trax (vehicle) with ****** miles on it. *** recent tire purchase was made on December 5, 2023, with ****** miles on the vehicle. That is a total of ****** miles on these tires. We have no records of any rotations or alignment services performed on the tires since they were installed. Rotations and alignment services are crucial to ensure the full life out of the tires. Moreover, Les Schwabs Best Tire Value Promise, a copy of which ****************** received at the time of his purchase, expressly states: *** limited warranty for tread life does not cover services, damage or wear due to any of the following: misuse or abuse, misalignment or tires out of balanceCovered Tires not regularly rotated will be considered abused for purposes of this Limited Warranty. As part of the Limited Warranty, Les Schwab provides free rotations every ***** miles or as needed for Covered Tires. Rotating your tires helps to ensure the tires are worn evenly all the way through. If ****************** is able to provide maintenance records such as alignment service as well as consistent tire rotations every 3-***** miles, we would be more than happy to reopen a warranty claim for the customer.
  ********************** apologizes for any inconvenience this may have caused the customer and  would like to assure ****************** that Les Schwab remains committed to providing the best service and products possible.
  
  

  Customer response

  01/25/2024

   
  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,
  
  *************************

*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. ↩