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Complaint Details
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Initial Complaint
07/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 7/16/24 I received new tired and wheels from Custom Offsets. I had been having an issue with my truck wobbling and had it death wobble before putting the new tires on. I brought it to Rogers Ford 7/22 to get the front end looked at and they suggested an alignment and balance even though I told them I had the issue before the new set up. The next day they sent photos that 2 wheels had tears in the beeding and that one rim was bent. The service manager, *****, states that when they popped the beeds to rotate the tires they noticed this. I had no other issues with the tires and wheels for 5 days before bringing them in. No air loss, no new issue. I firmly believe that they damaged my wheels and tires but they wont take the accountability for it. I have tire warrant that they could use to replace the tires but they wont. Every professional tire serviceman has told me that they made the mistake. All I want is them to make it right.Business response
07/29/2024
We appreciate the opportunity to address the concerns raised by ********************* regarding her recent service experience at Rogers Ford.
On July 22, ****** brought her vehicle to us with a vibration issue. Our team recommended a tire rotation as a potential solution.During the tire rotation, our technician discovered pre-existing damage to two of the tires and immediately stopped the service. In the interest of full transparency, our advisor took photographs of the damaged tires and sent them directly to *******
Despite our efforts to communicate openly, ****** accused us of causing the damage. Based on our technicians assessment and our extensive experience, we are confident that the tire damage was present before the vehicle was brought in for service.
To assist ****** and ensure her safety, we chose to absorb all charges for diagnostics and the work performed. Additionally, we installed a second set of used tires provided by her to ensure the vehicle was safe to drive.
We regret any inconvenience this situation may have caused and remain committed to resolving this matter amicably.We have a follow up meeting with ****** scheduled for 7/31/2024.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.