Complaints
This profile includes complaints for Gateway Tire & Service Center's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 12 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:12/29/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
So I took my car to gateway in October to get an alignment, oil change, tune up, and radiator. The sales *** told me the charges and I agreed. He came back later and said I had a control arm issue but no worries. I left with the car after the services. Noticed a small wobble a, but figure the tires needed balancing. Ended up taking them the car back in December of this year so they could check the car and see what the issue was. The tech said he didn't see any issue or damage to the front end of the car, but I had a strut that was loose and needed to be changed. It was clunking like I ran over something. I started to suspect it was them, because I had all of the struts and control arms changed at the same time. So the following week I decided id let them fix it. But something still didn't sit right with me. So I video recorded my car as I was taking it to them. No "check engine light" no mechanical issue other than the strut. After being quoted $1300 I said I'd take it somewhere else, as that's egregious for a 2012 maxima. Took my car home and parked it. The next day I got up to drive the car, got down the street and the Check Engine light not only comes on, but is flashing!!! The car is sputtering and trying to cut off, and is smoking. I have cameras pointing at my car at home and it wasn't tampered with. I reached out to their corporate and they hung up in my face. I talked to the regional manager and she was flippant and dismissive, citing they've been in business for 50 years and she's worked there for 35 and her people wouldn't do that. I told her there are dishonest people everywhere and I'd like to rectify this before I take legal recourse. Called her back and told her the coil packs weren't even changed and asked for an itemized list. Because what am I actually paying almost $1800 for?Business Response
Date: 01/08/2025
Our records show that you brought your 2012 ****** Maxima in on October 13, 2024. At that time, the mileage on the vehicle was *******. The service you requested was for a diagnostic leaking coolant, price on tune up, oil change, and alignment. When we drove vehicle into shop prior to any service the check engine light was on, damaged front bumper we have pictures.Upon inspection the passenger side control arm had movement, and a new radiator was needed. When we contacted you with estimate you informed our sales staff that the control arms had been replaced. We agreed to do the alignment, and you approved for all service and parts be to be performed. The vehicle left with no engine lights on, and recommended items of service that needed to be performed all were listed on invoice.
On December ******* you returned with your 2012 ****** Maxima, mileage was 188,057. Issue stated by customer, a clunking noise from left front. The vehicle was pulled in shop and a quick inspection of under car suspension was performed at no charge. The hood on the vehicle was never raised. We have all on video recording of vehicle in shop. Recommend service was replacement of strut and end links to start with. When a vehicle has a noise sometimes it is hard to hear all so, we start with what we know for sure and tell the customer this may not solve all noise. You decline the estimate for repairs. The vehicle left with no service lights on.
Per phone call with Corp. Retail Director you stated that repair work on suspension parts had been performed at another shop. After a full inspection of phone calls,video of your vehicle in shop and work orders the only item/charge that we should not have done was the alignment. We tried to provide service after you stated the control arms had been replaced at another shop. The possibility that the suspension parts were worn more between your October visit and December is a large possibility. To be fair we will be more than happy to refund the alignment charge. You can e-mail the store, and the Store Manager will make the arrangements for a check to be mailed to you.
The invoice you receive at the time of payment has all service and parts itemized. If you need a copy, we will be happy to e-mail you one.
We are not responsible for your service engine light flashing after several days of leaving our shop. When replacing spark plugs, we do not replace coil packs unless the vehicle is showing signs of a faulty coil pack. Usually coil packs last longer than spark plugs. The signs of faulty coil pack / packs are blinking check engine light, sputtering engine, engine stalling, and backfiring or diagnostic machine pulls a code for the coil pack. The coil pack is an electrical component and can fail at any time. The vehicle never had any signs of a faulty coil in October when the spark plugs were replace or when you brought vehicle in for a noise in December.Customer Answer
Date: 01/28/2025
Complaint: 22743990
I am rejecting this response because:I asked for ******* **** to send me the video footage of the work being done on my car and anything else that would absolve the company from any wrongdoing. Yes my check engine light was on in OCTOBER. Hence why I took it to get serviced. However it was not on in December. You saw it and I saw it. The car was serviced on a Saturday. I parked it and noticed the issues SUNDAY. Your centers were closed. So I called Monday. It was not days, it was the following day. And you knew that an alignment couldn't be done with supposed front end damage, and yet in your greed, STILL performed it. I asked over the phone if the company could fix it and was told no. Almost $1000 in labor, for what exactly?! What was actually fixed? The indignant responses I got via email, were so unprofessional. Especially for a car that was driveable when it came in to your center. And hasn't operated anymore since that day. And I have the footage of the car before it was taken in that morning. I can post my video, Ms. **** has yet to provide hers. Only a pic of a bumper that I told her the left wheel well side had damage prior. But the whole bumper was without pins and rivets when I got it back the 1st time. The responses show that I was driving the car. Stated that it didn't have a light on coming in, but it's not only on... but flashing the next time I go to drive it. Overcharged for under done work.
Sincerely,
****** *****Business Response
Date: 02/04/2025
Mr. ****** you were provided with a copy of your invoice from October several times. It explains all labor by line item in detail. If you had any questions, you could have declined repairs and shopped for comparison pricing, but you did not. You have never given us a copy of what was wrong with the vehicle from an *** Certified Shop as I had asked. The last time you contacted me you made several statements about contacting an attorney. Our company does not allow any further communication after such a statement.Customer Answer
Date: 02/04/2025
Complaint: 22743990
I am rejecting this response because:
I requested the video that you offered me to see. Video absolving you of any wrongdoing. You only gave an itemized list after I said something again. It wasn't part of either initial receipt. I said something about an attorney because I was getting attitude and excuses from the top person in charge and no resolution. I have asked for things to be resolved peacefully initially. You mean to tell me EVERYTHING that could go wrong with my car happened all at one time after leaving yall care? Riiiiiggght, this is so sad that a company won't admit to having possible corrupt individuals. Well I've posted our emailed correspondence. Our phone conversations were not recorded, that's in which Mrs. **** was agitated and wouldn't work with me to fix the situation. And yes I have an *** certified mechanic with a shop and had she been available, Gateway would've never seen a tire on my car. But what would that even help? I'll just be danced around and rage baited. This is gaslighting 101 smh.
Sincerely,
****** *****Initial Complaint
Date:09/26/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I took my tire in for a simple nail to be taken out and plugged. I returned the next day to pick my tire up. The employee gave me my tire and sent me on my way. While still there , I looked at my rim and they scratched it in several spots. I then told then employee and he said to leave it and they would have their repair guy fix it. The repair guy came and tried to fix my rim and it looks absolutely horrible. These rims are around ******* a piece ! I told them I wanted something else done because I brought this in there to have a nail fixed and now my rim is ruined. The manager *** basically told me I was s*** out of luck that it wasnt their policy to fix my rim. This is ridiculous as it was their fault this happened and now they dont want to replace my rim.Business Response
Date: 10/03/2024
Mr. ****** very sorry to hear about your experience but I cannot locate any service history for you at any Gateway location in the ********** area. If possible, could you please provide an invoice or the service locations address.Customer Answer
Date: 10/03/2024
Better Business Bureau:
This was located in ***********. I am not sure why it says Memphis tn. I did speak to a high up manager and he has taken care of our issue. Thank you for following up.
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
***** **************, ** 38401Initial Complaint
Date:08/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was changed for a tire that I bought from them I had a nail in my tire. They used the wheel alignment for not using the warranty.Business Response
Date: 08/28/2024
Mr. ** B####, I have reviewed your purchase history and all what I found was under a different phone number than what you have listed in your complaint. I need correct information to look up all but here is what I have at this time. Gateway Location on Poplar 8/1/2023 one tire was bought. Gateway Location on ************************* one tire was adjusted on 1/8/2024. Gateway Location on ************************* alignment was performed and paid for on 8/6/2024. Gateway Location on *************************** two tires were bought on 8/21/2024. I will attach pictures of your older tires that had mechanic wear. Our tire warranty does not cover wear due to lack of maintenance on your vehicle. Below is copied from your warranty.
Failure to follow the Service and Warranty Contract recommendations for tire maintenance such as proper inflation, vehicle alignment, tire rotation and regular inspection for tire damage may void this contract. Tires MUST be rotated AT LEAST every ***** miles and documented in writing in order for tread wear guarantees to be honored.
Since the pictures clearly show wear due to alignment issue your warranty contact is void.Initial Complaint
Date:05/21/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I went into the store to get an alignment and I was told that they couldn't do the alignment because Mr **** compressors rod was bad and needed to be replaced. I was charged ***** for nothing. I took my car to the dealership immediately to address the problem and was told nothing was wrong with my car. And they completed my alignment with no problems.Business Response
Date: 05/21/2024
K##### T##### sorry to hear you were not happy with your service at one of our locations. Please e-mail ******************* the District Manager which location you visited and a copy of the invoice from the dealership.Customer Answer
Date: 05/21/2024
Complaint: 21740128
I am rejecting this response because:
Sincerely,
*************************Business Response
Date: 05/22/2024
Sorry to see that you are rejecting to let us know what location you visited and e-mail a copy of your alignment invoice from the dealership. This is all a very standard request by the company to issue credit for a service that you have received at another service facility. Without this information we will not be able to issue credit.Customer Answer
Date: 05/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
*************************, TN 38125Initial Complaint
Date:05/13/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I went to Gateway to have my Right Rear Tire checked for a nail and to be repaired, Gateway repaired the Right Rear Tire, but when receiving my car back, they charged me $21.78 to repair my tire. Previous times I have had the same repair done and it was free, and I was wondering why the change in charging to repair the tire?Business Response
Date: 05/21/2024
Mr. ********** we appreciate you giving us the opportunity to be of service, but we do charge for any services performed. Sometimes a location may gift a tire repair. Hope this helps with your concerns.Customer Answer
Date: 05/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
*********************************************** C4Flowood, MS ********************************Initial Complaint
Date:11/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On October 13, 2023, I went to Gateway Tire and Auto Shop at this location. I paid $403.94 to have my tires replaced because their consultation told me I needed to replace more than one tire. The business committed to providing me with safe tires and a safe wheel alignment.This past week and weekend, I began to feel my car shaking and wobbling. I was very confused because I had taken it into the shop and there were no other issues with the car. The car was wobbling as if the tire was loose or something being my first inclination. I decided that I was going to go back up to Gateway Tire, but I honestly didn't trust the work if the tire was indeed loose. As I was returning from work on the highway today (11/07/2023), I felt the same shaking I had felt the week and weekend before. I resolved I was going to check my tire when I arrived home safely because I was scared to pull over on the highway or side street. When I arrived home, I began checking the back driver side tire and those nuts were tight. Then I checked on nut on the front driver side tire, then I checked the second nut and it came off with one turn. Completely off. This means it was never secured and I have been driving to and fro work on the highway where my life was in severe danger. I called the business and told them what happened and the person I spoke to didn't say anything. He did insinuate I could come in to get it checked, but I do NOT trust their work or that they would trust my word as a woman. I would like a refund to my $403.94 that I paid for a service on my vehicle's tires that placed my life in danger and was not done properly nor done to the standards of a reputable business.Business Response
Date: 11/20/2023
We are very sorry to hear you have had a problem. Our company takes your safety very seriously,and we can assure you that several steps have been set in place and all are documented with certain check points to make sure all work is performed in accordance with company policy. The Store Manager and Regional Manger have viewed all documentation and do not see any error on our performance. All work performed at any of our locations has a warranty and at any time you could take your vehicle to any of the other locations for an inspection. Due to there being no issue till 25 or more days after service and driving daily, we are not able to offer any refund. If you would like to speak to the Regional Manager her e-mail is ******************** Please leave a contact number and a time you are availability. She will be more than happy to discuss further.Customer Answer
Date: 11/20/2023
Complaint: 20840412
I am rejecting this response because:i counted the amount of days and 7th of Nov was the 25th day. On top of that, I didnt feel comfortable coming into the shop that did the service and when I spoke to the person on the phone prior to the 7th, they never told me I could come back in or go anywhere else.
Sincerely,
***************************Business Response
Date: 11/29/2023
We are trying to help resolve your concerns but there are procedures that we must follow. We have company policies for a claim for that amount. You would have to return to that location, and they are responsible for gathering all information and submitting the claim. Please understand that this is in no way saying that we are going to refund you the amount you have requested. We have 15 locations in the Greater Memphis Area and all stand behind our service warranty. If you would like to talk to someone at the *********** please feel free to reach out by email with your contact information and availability at *********************Initial Complaint
Date:09/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I visited the location on ***************************** in March of this year 2023 to get an alignment, they told me they cant do it without me buying new tires. I bought the tires that cost close to $500.00. They told me I had a warranty and as long as the is*** was due to normal wear they will be replaced at no cost. They also told me they did the alignment as well which is included with buying the tires, but I needed to replace my struts at some point. Its not even 6 months later I went in because 1 has a knot in it, and 2 others are flat. They tell me that due to me not getting an alignment I voided the warranty!! They gave me paperwork stating they replaced tires and alignment which was supposed to cost $89.00! Somebodys lying because now they cant find that I got an alignment in their system regardless of what they told me. If I dont get new tires I will *** them for fraudBusiness Response
Date: 09/18/2023
Mrs. ****** yes you did need New Tires and Alignment and we appreciate you giving us the opportunity to be of service to you.
I have attached a copy of your invoice along with a quote. The Store Manager and *************** have been over your invoice and quote in full detail with you. There is no charge for an Alignment on your invoice and an Alignment was not performed on your vehicle due to the worn suspension parts that needed to be replaced for the alignment settings to hold. You declined the repairs, and the comments are noted on your invoice. There was no charge for the Alignment Inspection.Due to you declining the repairs knowingly this would cause irregular wear of tires.
Statement from our warranty that is printed on the back of your invoice.
Irregular wear of tires due to mechanical condition of vehicle is excluded. Failure to follow the Service and Warranty Contract recommendations for tire maintenance such as proper inflation, vehicle alignment, tire rotation and regular inspection for tire damage *** void this contract.
Our location tried to work with you on the cost of ************ and all is listed in your quote. We strive to be very open and fair to all our customers.Initial Complaint
Date:06/24/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased two tires for my RV on 6/26/23. The service was fast. After having two tires, not these I just purchased, my insurance adjuster looked at the manufacture date of the tires that has failed. He showed me how to read the dates. I then looked at the two tires I purchased at Gateway. There were made in June of 2022! I returned to the Gateway store and advised the man there that my tires were a year old. Some RV sites say to change out tires every five years. I advised the sales person that I had lost 20% of the life of my new tires because they were a year old. He had the gall to tell me the tires do not start aging until they are mounted on vehicles. He also said tire hazard warranties are not available on RV tires! Funny I bought two more at a different tire store and purchased warranty on these tires. The people there advised I was wrongly informed about tire aging and warranties. I want new tires to replace the year old ones I bought and mounted and balanced at Gateways expense! I have done business with Gateway stores for many years. NEVER MORE QUOTE THE RAVENThank you ***************************Business Response
Date: 07/06/2023
Mr. ******** concerning your issue about Road Hazard Warranty.We do not offer any type of Road Hazard Warranty on the type of tires you bought.Our Sales Staff was very transparent about all on the day of your purchase. The call you made to B###### L### at our *********** confirmed that we do not offer a Road Hazard Warranty on RV Tires.
Concerning the date of manufacture of the tires. The date on the tires you bought are well in range to be sold and mounted on a wheel to be used on the road. There is no safety issue concerning the date and you did not lose 20% of your tire life. We follow guidelines set by Major Tire Manufacturers and The ************************* Safety Guidelines. Shelf life and service life are separate in meaning. The service life starts at time of purchase, mounted of a wheel, and placed in service. We recommend replacing the tires after 5 years of service.
I hope this has covered all your concerns and please feel free to reach out to any of our locations if you have any more questions.
Below is information that I gathered from web sites online.
1. Bridgestone recommends that its Bridgestone or ********* brand tires be removed from service after ten years regardless of their remaining tread depth. ************************************************************************
2. Theres been some confusion in the field about the difference between a tires shelf life and its service life. A tires shelf life generally refers to when its in storage. A tires service life generally refers to when it is mount on a wheel and put to service.
3. Just because you buy new tires doesnt mean they were actually made recently. It can take a while for tires to reach tire retailers after being shipped from the manufacturer. Checking your tires DOT Date Code will tell you when they were made and how long they may have been stored. It is important to know that tires are often for months or years at a time, so your tires DOT code might not be in the same year you bought the tires, and thats not a concern.Customer Answer
Date: 07/06/2023
I did ask about road hazard warranty as you stated in your reply. I was informed you did not sell road hazard warranty on these tires. I fully understood this. This is not the problem selling year old tires is the proble, ,
My complaint is the tires are one year old. You are the only company out of three that I asked about tire aging before mounting on my RV. You stated they did not start aging until mounted !
According to several web sites concerning RV tires they recommended changing every five years.
Based on this and you pr inaccurate information, I lost 20% of the life time for the one year old tires you sold me. Putting tires on other vehicles instead of RVs probably would be ok.
The first thing my insurance adjuster looked at was the date of manufacturer. He advised they are only concerned with the date the tires were made and not when mounted!
One would think your companys reputation would be worth doing the right thing!
Customer Answer
Date: 07/11/2023
This is more proof that I have lost 20% of the life of the tires gateway sold me that are a year old.Customer Answer
Date: 07/11/2023
Complaint: 20232730
I am rejecting this response because:
The tires are a year old. They are not considered by me to be new tires. The seller said the tires start aging after being mounted on vehicles. I have yet to find another seller of tires that believes this is true.
New tires are recommended to be replaced every five years by other tire sellers. This means these tires will have to be replaced in four years! This is a loss of 20% of tire life for these year old tires! This it TOTALLY UNACCEPTABLE,RV tires do not last as do tires on other vehicles! One would think a tire seller would know this
Sincerely,
***************************Business Response
Date: 07/19/2023
Our company values all customers, and we are very commented to placing the necessary measures and guidelines in place to assure safety and provide exceptional service.
We understand your complaint and we follow the Top Tire Manufacturers guidelines like ******************* and ********** Their engineers design the guidelines and are put in place due to the composition of various materials and rubber compounds that are essential to the function of RV/Motorhomes Tires. I have attached a Bulletin from the Michelin Tire Web site and it was revised in July 2021.
There were many conversations between you and the **************** and District Manager at the time of your tire purchase and even several days later. We offered to replace tires with the same kind or replace them with another brand, and you decline because we could not guarantee a manufactory date. The tire you purchased was a LT ********* Fortune Tormenta HT your cost was $114.85 for each tire. That tire is made overseas, and it takes several months to be transported to ***************** and then the time to be dispensed to retail locations.
We value you as a customer and hope that all can be resolved. Please reach out to the District Manager to discuss further for information on how to receive credit for the tires only. Tires must be free of any damage and wear will be adjusted against credit.Customer Answer
Date: 07/24/2023
Complaint: 20232730
I am rejecting this response because:
I must be reimbursed for the mounting and balancing too! Is Gateway planning on replacing the year old tires with current year tires and balancing and mounting them? What brand of tire?
just refund me what I paid for the tires including mounting, balancing and taxes! I will buy tires elsewhere and return the year old tires to Gateway! Put this in writing. I will buy tires elsewhere and return the tires to Gateway!if I had been told the tires were a year old at time of purchase, I would nit have bought them!
What is the contact information necessary for the regional manager
Sincerely,
***************************Business Response
Date: 07/31/2023
Deeply sorry to see that you refused the refund offer. RV Tires do not have a Store Return Policy after the tires have been installed on a wheel and driven on. We have tried extremely hard to settle this in a fair way. Corp Retail Manger is ***********************, and her office number is ************. This is our final response regarding this complaint.Customer Answer
Date: 07/31/2023
Complaint: 20232730
I am rejecting this response because:I should be reimbursed for mounting and balancing charges on the year old tires!
i should not be penalized and have to pay for two new tires to be mounted and balanced! Double jeopardy!
Sincerely,
***************************Customer Answer
Date: 08/02/2023
I talked with ***********. She wanted proof that a national tire manufacturer could back up my claims of replacement their RV tires!
Here is the proof from ******** Tire Company. I have many other recommendations from RV sites that state the sane time frame for RV tire replacement. if you like I will sent these additional recommendations to you.
I tried emailing her but I keep getting mailer demon and my email can not be delivered.
I have *************** for her email address. If this is wrong please advise.
she also stated that tires do not start aging until put in the ground. This is patiently false!I refused the last offer because I would have to pay again to have replacement tires mounted and balanced. This penalizes me because if their foreign year old tires.
They claimed I am a valued customer, but if this is his valued customers are treated, count me out!thank you
Initial Complaint
Date:04/29/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Brought my car there for popping and shaking on the front end. When it was returned to me after paying almost ******. I called the very next day because it still was popping and shaking. They fixed tire end rods cv axle. Then I was told by ***** that I need brake pads thats whats causing the shaking. So I asked instead of changing the other stuff why my brakes wasnt changed. First. The work they did to my car didnt improve it or help it in anyway. My car shook while driving and stopping. I basically paid them to do nothing. None of my issues were resolved. They are the mechanics. I was told by the manager its a process off of alliminatiin. They changed what they thought need changing. And then went on to TELL me that my car is 11 YEARS OLD with old parts every part on my car is not old and have been changed. Thats rude has nothing to do with what I originally brought my car in for. I want half my money back because. They FIXED NOTHING. They put parts on that was not broken. My car DROVE THE SAME WAY WHEN THEY RETURNED IT WITH THE SAME COMPLAINT. I HAD NO RESOLUTION TO WHAT I PAID FOR. I brought it in for popping and shaking. Yall so called fixed it but I called the very next day because NOTHING was fixed. IT WAS DOING THE EXACT SAME THING. IF NEW PARTS WAS PUT ON THATs All I should have to pay for but I DO NOT TO DESERVE TO LOOSE 820 DOLLARS WHEN MY CAR WAS RETURNED IT WAS DOIN THE EXACT SAmE THiNg. So idesrve half my money back.Business Response
Date: 05/08/2023
Mrs. ******,we are very sorry, that you are not happy with all the work that was performed on your vehicle. On March 22, 2023, you brought vehicle in for RPMS surge randomly, popping noise, and shaking coming from the front end. The vehicle is a 2012 with mileage of *******. During our inspection we found many items that needed attention which the Store Manager will be more than happy to go over with you at any time. Our number one job is to address all issues and make sure your vehicle is road safe. Solving a noise can be a process of elimination since the source can be several bad or worn parts on your vehicle. We try very hard to be conscious of our customers money and start with the parts that cause a safety issue and need immediate replacement. The work that we suggested,and you approved, did solve the popping noise at the time of service. We did suggest that you replace the brakes, you declined that service, and we went over all the other parts that had some wear and would need to be replaced soon.The Store Manager will be more than happy to go on a test ride with you, have a mechanic check all parts that we replaced and give you an estimate for the other items that have some wear but do not require immediate replacement. All work performed on your vehicle has a warranty. We have your old parts if there is any question about the need for their replacement. If there is no noted issue with the service performed by our location from an ASE Certified Repair Shop a refund will not be issued. If you would like to further discuss, please feel to reach out to the District Manager at *********************Customer Answer
Date: 05/12/2023
Complaint: 19997936
I am rejecting this response because:
Sincerely,
*************************** you stated that what you replaced stop the popping noise on my front end. No it did not solve the popping noise on my front end nor did it solve the shaking. My car had the exact same problems. When my vehicle was returned. You fixed nothing on my car that I brought in. I brought it in for popping and shaking on the front end. Neither was solved. Then told me I need brakes for the shaking after it was returned. Why not change my brakes if that was causing the shaking on my car . You gave me my car back like it SOLVED THE ISSUES I BROUGHT IT IN FOr. WhEN IT WAS RETURNED I CALLED THE NEXT DAY STATING MY CAR IS STILL POPPING AND SHaKING. You fixed NOTHING I HAD THE SAME PROBLEMS. I WANT PART OF MY MONEY REFUNDED. When you returned my car you didnt say that you may need to get this and that replaced. You gave my car back as if it was fixed and solved the problem. No one tested drove it after it was fixed to see if it was still popping and shaking. The only advice with the surging i was told I would have to take it to the carlot. So I want my money for at least the labor back yall did not resolve one issue. I paid you for nothing I will never bring my car back there. Paying for the parts but the labor no. You LIED saying yall fixed the popping sound when you did not I brought my car to be fixed not guessed and you returned it as if it was fixed.Business Response
Date: 05/19/2023
L###### M#####, your vehicle had more than one issue. There was more than one part causing noise and vibration. We repaired the obvious safety issues and explained to you that it was NOT going to solve all the noise and your service issues. Our Service Staff and Store Manager have been very honest and upfront with all issues and the cost for all repairs. We were very transparent and provided you with an itemized list for all service labor and parts that were needed. Our Staff were very precise in going over the safety issues and that you had more than one part causing noise and vibration. The brakes were causing a vibration and you declined that portion of your quote. You even asked if the cv axle we replaced was the same one that had previously been replaced by the dealership. Our technician verified that it was not the same one. We replaced the left and they replaced the right one.
You are more than welcome to see the parts that we removed from your vehicle since we save them for you. Due to it being your choice not to perform all the repairs we cannot give you any refund. Again, safety issues are first, and we strive to go over it all in detail.We would be happy to set an order of priority of services that are still needed on your vehicle. If you chose to have us do the repairs, we would be more than happy to work with you on pricing.Initial Complaint
Date:04/03/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid 400+ dollars to have my brakes repaired and rotors resurfaced Decembs 2022. I noticed that I heard a screeching sound coming from my car in January and took it back. They said it's my tires but it isn't. I have a tireshop that I rrequent and its not my tires.Now I have vibrating brakes when I stop along with the sound. My car rolls back way too much in the parked position. It's a safety issue for my family. I don't feel safe taking my car back there for the 3rd time when this issue could've been handled accordingly the first or second time.Business Response
Date: 04/13/2023
We are very sorry that you are having issues with the service work that was performed on 11/18/2022 in the amount of $467.42. The work performed was new brake pads on front and rear and rotors were resurfaced. The brake pads come with a lifetime warranty,and we have no problem replacing them for you at no charge. The labor only has a warranty of 6 months but since you brought vehicle back in on 1/18/2023 we will warranty labor. The mileage at time of service was *******. We will provide a full brake inspection and tire inspection for you and will even be glad to personally show all to you and even provide pictures of all for you. The Store Manager would like to take care of your concerns so please reach out to him as soon as possible.Customer Answer
Date: 04/13/2023
Complaint: 19880421
I am rejecting this response because: I don't feel comfortable with the company repaiting ** vehicle. I've been up there
already and was told that my tires was causing the issue and it wasn't. I would like my funds refunded to my credit card.Sincerely,
*****************************Business Response
Date: 04/19/2023
We take pride and strive to offer a high standard of service and parts at all our service centers. The opportunity for our locations to address your concerns is a normal industry procedure for the noise you are hearing. We have three other locations within six miles from the Summer *** location. One of those facilities would be more than happy to inspect and replace the brake pads with a different brand.BBB Business Profiles may not be reproduced for sales or promotional purposes.
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