Complaints

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped off my two rear wheels to get dismounted so I can replace the hardware and valve stems (12/11). I bought my wheels new in the spring and maybe drove on them a total of **** miles. I used those wheels just for car shows and meets. I have another set of wheels for my car since Im so protective of this set. I brought my wheels on in perfect condition minus a bit of brake dust which is expected for a wheel. I picked up the wheels and put them in my back seat and brought them home. When I got home I took them out to start taking them apart and noticed all sorts of scrapes and gouges on my barrels, and not just a little bit. I tried emailing in but did not hear back, then I called and they had me bring the wheels in. (12/12) When I first brought them in and was talking to the sales guy- who was very respectful and awesome to work with. The tech came and joined in and was saying I was lying to them and he tried to get me to go the parking lot to fight him. I ignored him and the sales guy made him go to the back. The sales guy asked to hold the wheels and they tried to see how they were scratched but couldnt prove it I guess. They claimed it was road rash- even though the tires sticks out almost 1/4 of an inch and theres absolutely no damage to them, the wheels are on opposite sides of the car, and the patterns of the scratches are clearly not the same as curb rash. They did polish my wheels but theres so much gouging theres no saving them. Ill call it a loss and order new lips myself, its a learning thing I guess. I just hope no one else has to go through an experience like this as well. Ill make sure all my buddies know to be careful about where they take their wheels.

  Business response

  12/26/2023

  We have reviewed video footage of the two wheels being dismounted and do not see where we damaged them. We are willing to refund the $20 we charged to dismount them as a good faith gesture but do not take responsibility for the damage that we believe was already on the wheels when they were dropped off to us. 

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2022, I brought our ********* Tahoe to Zolman's Best One Tire and ********* for an engine light warning with noise, rough idling, and low coolant levels. Based on their recommendations, we proceeded with repairs we were told would fix both issues. The next day, the engine light was back on, the engine noise remained, and within a month, the coolant level was low again. Since then, the vehicle has been returned to Zolman's three times for coolant issues. Each time, they provided a different cause: the radiator has a crack, it's the oil thickness, the reservoir cap is leaking, air pockets in the lines, etc. Despite their guarantee that the repairs would fix the issues, all original problems remain.After the last visit on 2/23/23 and being in their shop for over four days, the vehicle was returned to us, now with a reading of no oil pressure. When I brought this to their attention, the store manager did not offer to look at the vehicle immediately, provide oil for the engine, or even seem to care that they may have damaged our vehicle further. We trusted the professional advice and service advertised by Zolman's and, in good faith, paid $1562.97 for repairs that did not resolve the problems as promised by the company. I don't know if it was due to misdiagnosis, negligence, faulty repair, or a combination of these factors, but we did not receive the service we paid to have completed. Due to the circumstances, we do not trust that Zolman's can properly diagnose and complete the repairs needed and have asked for a full refund. I have made several attempts to resolve the issue directly with the company, but they stop responding each time I request a refund. We want a timely resolution so we can move on with having the vehicle serviced at a different shop.

  Business response

  03/16/2023

  Zolman Tire prides itself on providing quality service at fair prices. *************** ****** his 2014 ***** Tahoe on or around 10/11/22 to Zolman Tire for a Check Engine Light, Coolant Leak, and a Clicking noise while driving. We found the vehicle was past due for an oil change service, the check engine light had codes for cylinder misfires, and the rear brakes pads, rotor, and calipers needed replaced. The customer approved the oil change **********************, replacing the spark plugs and a fuel service to take care of the check engine light, and declined the rear brake repair that was causing the noise. The coolant level was at the normal level, and we did not see any obvious coolant leaks at the time. We added dye to the cooling system so if it leaked down again over time, we could see the leak with a UV light. This invoice was $791.17, and all services were necessary, quoted, approved, completed, and paid for. Nothing on this invoice #********** for $791.17 should even in question. 

  Two weeks after the initial service on or around 10/27/2022 the customer brought the vehicle back to ********************** for a coolant leak. We brought the vehicle in the shop and for no charge we inspected the cooling system for a leak. We found with a UV light the radiator had a crack in it and was leaking coolant. We advised the customer the radiator needed to be replaced due to the crack and recommended doing a coolant flush along with the radiator replacement. We quoted the repairs to the customer, he approved the repairs, we completed the work, and he paid for the repairs. Again invoice ********** for $771.80 was necessary and should not be in question. 

  Two months later on or around 12/20/22 the customer brought the vehicle back to ********************** for coolant loss. We inspected the cooling system and pressure tested the cooling system. The cooling system held pressure, and we found no leaks. We pressure tested the radiator cap and it had a slight pressure loss but nothing major. We recommended replacing the radiator cap just to eliminate any possible issue since it is leaking so slow, and we could not see any evidence of coolant loss. 

  Two months later on 02/27/23 the customer ****** his vehicle back in to ********************** and said he is still losing coolant and was pretty upset. He was stating we never fixed his issue and wanted a full refund for all services provided. It is our position that we did nothing wrong in our process and everything was communicated with the customer. This vehicle is 9 years old with ******* plus miles on it and parts are going to fail. We repaired what we found, and we were willing to figure out the issue for the customer. I don't believe a refund is warranted because everything we did was needed. We are willing to see if there is an internal coolant leak. The customer will be responsible for any further needed repairs. We provide a warrant on the parts we replace for two years and not the entire system that has many points of failure. 

  Customer response

  03/16/2023

   I am rejecting this response because:
  

  While I appreciate the prompt response to the BBB, the details are factually incorrect.
  
  As for the service on 10/11/22. The vehicle was not past due for an oil change. The clicking noise was clearly coming from the engine which also had a rough idle, not the brakes. After consultation with ***** Zolman, he stated that the check engine light, noise, and idling were due to cylinder misfires and worn spark plug wires. He even referred to the same engine noise he experienced in his vehicle (absolutely nothing to do with the brakes). We had these parts replaced and the next day the check engine light was back on and the engine continued to make noise. The coolant level was not normal. The reservoir was low and was only at the level it was because we had added coolant, which ***** was informed of. He stated that since they found no leaks, the coolant was probably mixing with the oil. He recommended a thicker oil for higher mileage vehicles, hence the reason for the oil change. While the work was approved, the services paid for on invoice #********** for $791.17 did not fix the issues, as Zolmans said they would, and should be refunded.
  
  On 10/27/22 the vehicle was brought back in due to low coolant levels. ***** stated that the radiator was cracked causing a coolant leak. When explaining my hesitation due to the cost of the previous repairs and the fact that they werent resolved, ***** guaranteed that the radiator replacement would fix the coolant issue. The vehicle continued to lose coolant. While the work was approved, the services paid for on invoice #********** for $771.80 did not fix the issue, as guaranteed by Zolmans, and should be refunded.
  
  On 12/20/22, the vehicle continued to experience coolant loss. This time, Zolmans stated it was the radiator cap (on a new radiator), which was replaced, and Zolmans charged us for.
  
  On 2/23/23, the vehicle continued to have low coolant. The vehicle was returned to Zolmans and remained at their shop for four days. The vehicle was picked up on 2/27/23 after Zolmans said they could not find a leak. We were told to drive it for a few days and see if anything develops. Upon starting the vehicle in their parking lot, the engine made a loud bang and less than a mile down the road, the oil pressure dropped to zero. These were issues that never existed prior to being at Zolmans shop. A week later, the vehicle was towed to another shop. A simple pressure test immediately revealed the coolant issue which we were told was likely the problem all along.
  
  The age and mileage of the Tahoe is not relevant. The vehicle has always had the recommended maintenance and according to industry standards the engine should easily reach ******* to ******* miles. **** is in question is the faulty repair, misdiagnosis, and negligence provided by Zolmans which did not fix what was paid for and likely lead to further damage of the vehicle.

  Business response

  03/22/2023

  I would like to see the diagnosis and the quote to repair from the other repair shop that you state found the issue with your vehicle before agreeing to any refund. 

  Customer response

  03/27/2023

  Thank you for the response. After a visual inspection, diagnostic evaluation, and pressure test on our Tahoe, the other shop was able to quickly identify the issue. The coolant is leaking into cylinder #5 requiring a head gasket repair. The shop stated that this was likely the issue all along. In October 2022, our Tahoe was brought into Zolmans exhibiting all the symptoms of a head gasket problem: rough idle/engine knock and noise, low coolant levels, white smoke from tailpipe, engine overheating. Even a simple visual inspection should have identified this as a possible cause, yet no service representative ever mentioned it or recommended an inspection. Instead, we were told that the oil was not thick enough, so Zolmans performed an oil change as a fix. Obviously, this was a clear misdiagnosis of the real problem. Furthermore, failure to properly find and fix the issue could have easily led to the radiator cracking and further engine damage. Additionally, we had to pay the other repair shop $950 to fix the oil pressure issue that occurred only after being in Zolmans shop for four days. At this time, we are not requesting reimbursement for those charges. The requested estimate for the head gasket repair is attached. Based on these facts, we are asking for a full refund of the $1562.97 paid in good faith for the aforementioned service work that did not fix the issues as discussed or guaranteed by Zolmans.
  

  Business response

  03/29/2023

  I understand your position. However, I do not see the invoice for the oil pressure issue you claimed to have repaired at another shop or the invoice with an actual diagnosis of a head gasket being needed on your vehicle. You provided me with an estimate for a head gasket replacement on your vehicle that is date 3/24/23. This tells me that you called and got an estimate for this type of repair after I requested a copy of the diagnosis and the estimate to repair. Was your vehicle actually looked at by another shop or are you just assuming this is the needed repair? Again, I am requesting a copy of the diagnosis of your vehicle needing head gasket that you claimed we missed. 

  Customer response

  03/29/2023

  Im not sure who Im talking with, but I do not appreciate the implication that we are lying about any facts regarding this situation. Your shop had four opportunities to fix the issues that the vehicle was brought in for and failed to do so. Yet, you took over $1500, telling us that the problems had been fixed. To answer your question, yes, the vehicle was looked at by another reputable local shop and was with them for over a week. The vehicle was towed to the other shop on 3/9/23 since it could not be driven due to the oil issue experienced after visiting your ******** location.

  Upon arriving at the other shop, it received a full evaluation and diagnosis. The diagnosis was provided verbally in person at the shop (the same method used at your shop). It needed repairs for the coolant, head gasket, and oil pressure issues. A verbal estimate was provided for all repairs, over the phone (the same method used at your shop), on 3/13/23. Due to the cost, we decided to have the oil pressure issue fixed first. That repair was completed on 3/21/23. You requested a printed copy on 3/23/23 and I asked the shop to provide one on 3/24/23, hence the reason for the date difference.
  
  Your failure to properly diagnosis and fix the vehicle allowed the issues to continue and likely lead to additional damage. Attached is a copy of the tow receipt, the oil pressure repair receipt, and the head gasket estimate.
  
  We are trying to resolve this issue with you. We have answered your questions, explained the facts, and provided reasonable documentation to support them. Are you not interested in doing the right thing by providing a full refund?

  
  

  Business response

  04/04/2023

  Zolman Tire agrees to refund invoice ********** for $791.17 for the tune up and fuel service.  

  
  

  We do not feel we should have to refund the radiator that was replaced because it was cracked and leaking at the time or repair. It is common that after replacing a radiator to have to burp the system and add more coolant. If the #5 cylinder was leaking coolant the entire time the radiator would still need to be replaced along with the head gasket. We offered to look further into this issue and was only met with frustration and threats.  

  Customer response

  04/06/2023

  Thank you for the offer to refund invoice **********.

  We do believe Zolmans should fully refund the radiator repair of $771.80 on invoice #**********. The vehicle was brought to your shop on 10/11/22 for a coolant issue. The low coolant either had to be leaking or burning off. Zolmans inspected it and said there was no leak, including the radiator. Therefore, the coolant had to be burning off with the oil. Yet, even though the vehicle was exhibiting all the symptoms of a head gasket crack, your shop did not inspect it, identify it as a possible cause, or recommend any service to fix it. We were told that thicker oil should take care of the problem and the vehicle was good to drive. On 10/27/22 the vehicle was brought back into your shop, again with low coolant. This time we were told the radiator was cracked. Your shops failure to diagnose the head gasket issue on 10/11/22 and assurance that the vehicle was drivable likely led to the radiator cracking over the next several weeks. Had Zolmans properly diagnosed the real cause, the head gasket, the radiator replacement likely could have been avoided. Despite the guarantee from ***** Zolman that the repair would solve the low coolant issue, we continued to have problems.

  In addition, your failure to identify the root cause of the problem allowed coolant to continually mix with oil for several months, even though you had the vehicle into your shop several times for inspection. This negligence more than likely caused additional engine damage and led to the lack of oil pressure experienced after picking up the vehicle from your shop on 2/23/23. That repair cost us $949.73 to fix and we believe Zolmans should reimburse that amount as well. Each time we brought the vehicle to your shop, our vehicles condition got worse. You say you were met with frustration, but from our point of ******** was mistrust. Zolmans had four opportunities to fix our vehicle and failed each time. There was no reason to trust that you could fix it if given a fifth opportunity.

  
  

*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. ↩