Complaints

• Initial Complaint

  12/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/11/24 I went to Dunn Tire for tire rotation and inspection. They claimed that my truck that I have had for 5 yrs failed inspection for brakes and aftermarket window tint. They said that it needed brakes all the way around. The Rear brakes were replaced last year, and the only requirements that NYS has for disc brake pads are that they are not broken, not down to the sensors or metal to metal. This was clearly a money grab by the people at this facility. Last time I was at this facility they lost my wheel lock key. I was told that they would reimburse me for the lost wheel lock key which they did not do.

  

  Business response

  01/13/2025

  The brakes on the ********* due to condition of the rotors. The rust extends from the edges and go directly into the path of the brake pads friction zone. In the rusted area it is visible that there at pieces of the face of the rotor missing and broken off which will impede braking ability and be a safety concern.  Cite section 79.21, pages 37 and 38 of New York state inspection regulation manual. The truck also failed for the aftermarket tint installed on the vehicle at the time of inspection. Window tint must meet regulations in section 79.21, pages 45 and 46 of New York state inspection regulation manual. The tint was well below the threshold dictated in those pages. We have made three attempts to reach out to the customer and have not been successful in talking to them.

• Initial Complaint

  12/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I respect dunn tire for their tires. I have had multiple issues with in the last year and continued on 12/4/24. Everytime I come in to dunn tire for work and my regular mechanic isn't there problems happen. First was tires put on backwards, replaced rear end parts that didn't need replacing which dealership got involved and still not settled, sway bar arms put on backwards, battery installation not done right currently 12/4/24 i come in just for oil change it took 2hours 45mins. The mechanic takes it upon himself to go though my car telling me my rear wiper is ripped which is BS I don't use it during winter cause if freezes plus I had it replaced by dealer not to long ago. Then tells me my rear end needs work when dunn tire already did my rear end work including alignment b4 end of summer. Then tells me censors are bad. I brought my car in w no lights on my dash nothing. My car was inspected by another shop nothing was wrong Everything was tightness issues. If anything is wrong with my vehicle Dunn tire will fix everything for free. Cause there was nothing wrong w my vehicle at all just oil change. Dunn tire did my rear end parts everything better be warrantied. Dunn tire already cost 700 for replacing of part already which the dealership (East Aurora **** **** **** *******) know about but still has not been settled which I'm pissed about .this all happen when my regular mechanic isn't in. This happened at the McKinley parkway shop. Something always goes wrong there. I know for a fact nothing was wrong with my vehicle b4 I went to dunn tire 12/4/24 just for oil change. I'm pissed

  

  Business response

  12/10/2024

  Hello, 

  I called ****** and requested to speak over the phone. At this point he is only communicating through text, and it's a little hard to understand what he is looking for. It also sounds like one of the issues that he has, happened over a year ago, and we thought the issue had been resolved. I would like to speak to him over the phone to better understand his complaint. 

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went in for too tires said car needed an alignment when the vehicle just had an alignment performed. Didn’t put away spare tire or lube tire chain went back twice did this and even the wheel fell off causing damage to the wheel bearing lug studs and lug nuts 5 per axle on the drivers front wheel came off wasn’t torqued tightened properly. Shop denied it didn’t wanna do anything but put a used wheel and aftermarket lug nuts on vehicle causing over 2700$ in damages and time

  

  Business response

  11/18/2024

  Hello, I reached out to the customer via phone, it did not prompt me to leave a message, maybe there is no voicemail set up? I also emailed the customer. 

• Initial Complaint

  11/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered and paid for a set of tires on 10-10-24 and was told 10-15 days for them to arrive. Tires didn't arrive and called to cancel on 11/4/24. now business will not provide a confirmation that they were canceled and will not answer the phone when I call to confirm that they are canceled and the charge will be reversed

  

  Business response

  11/07/2024

  The tires had to be ordered directly from ********, and when they were ordered we were quoted 10-14 business days to get them in.  They still have not been delivered and we have been unable to attain tracking information.  It generally is very hard to get tracking information from the tire makers on direct orders like these.  The store stated that they have been in contact with the customer about it.  We are unable to cancel the tire order, but the customer would not be obligated to the tires in any way once they arrive.  The store manager states the a refund was processed through our point of sale system yesterday, so that should be back on his card in accordance with the card's standards for refunds.  

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the fourth time we have had our 2012 ****** in for service at Dunn Tire, Walden Ave. Lancaster, NY. Aug. 9, 2022 for vehicle inspection. July 27, 2023 for oil change Aug. 10, 2023 for vehicle inspection Aug. 14, 2024 for set of four tires Following the 2022 inspection. On driving away, the Service Engine – Tracking -- and 4 Wheel Drive -- dash board warning lights all came on. Returning to Dunn Tire we were told there would be a $130.00 charge to diagnose the problem. A free check at **** **** showed a Mass Air Flow Sensor problem. A $150.00 part. On checking under the hood, I found a disconnected vacuum hose. Reconnecting the hose and resetting the computer corrected the problem. After each subsequent visit to Dunn Tire, the same set of warning lights illuminated. The same hose was found disconnected. It is preposterous to assume that reconnecting this hose was overlooked by the mechanic, each time. Also, why would it be disconnected for an oil change and certainly not to replace tires. It appears that a fraudulent act has occurred here, four times. This appears to be a systemic problem that needs to be stopped.

  

  Business response

  11/06/2024

  Hello, I reached out to the customer today and left a message to call me back. 

• Initial Complaint

  10/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have now made two trips to Dunn Tire on McKinley Parkway in Blasdell NY and still have no tires. An appointment was made online and tires ordered at that point. I showed up at the appointment time and the store employees did not have it recorded. It was in the new scheduling system that they were not incorporating. They had no time to take me. They made a special appointment for 7:30 the next morning. I woke up to be there to find out that the tires were not on location. I have never seen such incompetence. Tried to sell me inferior tires. I took my vehicle and left. I will never recommend this company to anyone and will give it a suitable review on social media. Attached texts from main scheduling. Appointment was set up. Tires were ordered. Neither happened.

  

  Business response

  10/23/2024

  The store manager called the customer later that day and spoke with the customer.  The tires that the customer would like have been ordered and once they arrive at the store the store manager will call her and they will be installed at no cost to the customer.  

  Customer response

  10/29/2024

  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.  The store manager, Ben, handled this in a very professional and polite manner. Complete satisfaction. Regards, ******** *********

• Initial Complaint

  10/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased 4 new tires for my ****** ***** ****. I was quoted a price for tires, installment, wheel balance and alignment, the standard service. I accepted their quote and asked them to proceed with the service. When I came to pick the car I was informed that the wheel alignment could not be done because they don’t have the ****** software for my vehicle. I was charged the full amount of the quoted price and I paid. I then had to take my car to the dealership where the alignment was performed for a fee of $206.57. Since the standard of practice is to perform an alignment of the wheels when a new set is bought, since the price I was quoted and accepted implied the completion of the alignment, it therefore is the duty of Dunn Tire to reimburse me the amount paid for the alignment at the dealer.

  

  Business response

  10/23/2024

  I spoke with the customer today and explained that the alignment is not part of the standard installation package for tires, that it is a separate service, and that there are vehicles that we are not able to check or set the alignment on.  Customer explained that this wasn't explained to him, and felt that if we weren't able to do the alignment that should have been gone over with him prior to the tires being installed so he could decide if he still wanted to get the tires with us or have them done somewhere else that could do everything.  Ultimately we did agree to reimburse the customer for the cost of the alignment at the dealer for the miscommunication and a check will be mailed to him at his home address.   

• Initial Complaint

  08/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Terrible customer service. Struggled with getting someone to email me back trying to set an appointment. Finally got appointment set and took off work. Went to the location for my 2:00 appointment just to be told the machine was down and someone should have called me to cancel. Wasted day, lost out on money. Tried to call the complaint line (###-###-####), but no matter which option you choose the mailboxes are full and leads to nowhere. Dunn definitely isn’t what it used to be. Terrible customer support/service

  

  Business response

  09/13/2024

  Hello, 

  I called the customer on 9-13-24 and left a voice mail. I have not heard back from the customer yet. 

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased road hazard a went back to get tire fixed, I had a nail in it. They told me I had to change ALL my tires before they can give me the 1 tire that I needed. He said I have all wheel drive and it is law that I have to change all 4 at once. I would like someone to contact me to see how true that is. Thank you!!

  

  Business response

  09/05/2024

  The circumstances resulting in the need to replace all four tires other should have been explained more clearly and in greater detail to empower the customer to make the best decision. Since we did a poor job of communicating through this situation, we have agreed to refund the customer what was charged for the additional tires. Harry S****** from our customer service team will handle the details with the customer. 

• Initial Complaint

  07/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  So for one I took my car to them to replace the tires.... for 1 they felt like the lug nuts studs where going to break why didn't they stop and inform me that they would of broken them and 2 why change 8 lug nuts and not 8 lug studs if they where on their that bad and 2... 3 of the lug nuts where just replaced so the honesty of charging me for the ones that have ben done is wrong and.. 3 the tires never lost air and I was not informed I needed a value and my tps sensor is on so why am I paying 50 dollars for something I didn't want and I wasn't asked to have my tires I would like my tires to double check cause 1 tire was pretty much newer with lots of tread and even on the paper work it shows 1 tire wasn't from the same lot know I am wondering if they did charge me for 4 but only changed 3 they did tell me I needed a new wheel bearing on the driver side and just a week I had the whole front end done tie rods breaks upper and lower control arms and new ball joints along with the struts I am a woman so they felt like I my husband wouldn't know but when he looked over the receipt he is in Texas till this coming week and if the bbb can't help he will bring all receipt to a judge of what all was done poir to it going to dunn tires and he'll take pictures of everything that has been done he normally gose to Firestone so he will allow them to look over the vehicle to make sure these where done so we are would like something to be done thank you

  

  Business response

  07/22/2024

  Hello,  I left a voicemail today at 10:17am asking the customer to contact me back in regards to the issue.  

*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. ↩