Complaints

• Initial Complaint

  12/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been dealing with Dolson Tire since the year 2000 and Ive always been very happy and have given them a lot of business. When I needed tires recently last year, I bought them from them. Also, my husband purchased four tires from them again. I had an issue with **** Over a recall which damaged my brand new tires so I decided to go to Dolson for four new tires again. I spoke to employee ***** and told him the ones that I wanted he wrote it down and he told me no problem. We will get them in in a couple of days.He called me on a Monday and told me that the tires were in and he knows that I live about an hour and a half away so I told him that I would be there the following Saturday and he said no problem. I ordered for my 2022 **** Explorer, 4 ******** eagle F1 AT (all terrain). I use all terrain because we live in a very snowy area and I am also a volunteer paramedic as well as fire and we use our own vehicles. The other day we were driving and we slid and almost hit someone and then with the amount of snow I realized I couldnt get out of my driveway because I had an emergency call. When I looked at the tires, I was shocked to see that they were not the ones that I Ordered and these were not the ones that were put on the vehicle. Today I called them, but actually, I called them yesterday and left a message. Spoke to the gentleman today and he said yes we can order you the other tires but youll have to pay $700 and I said excuse me? I said I was not in the back while you were installing these tires, they were supposed to be the correct tires and I trusted you guys enough to put on the proper tires up in the first place. Now hes trying to bang me out for another $700 and this is not acceptable. The gentleman ***** is no longer with the company so just because ***** is not there doesnt mean they are not going to honor this. They made the mistake. They charged me for the more expensive tire and now they want me to pay another $700. This is just not acceptable.

  Customer response

  01/04/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** *******
  
  
  
   
  
  

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was brought in for a *** inspection. After waiting for an hour ***** tells me that I need tires to which I said no thank you, he then says I need back breaks, to which I said no thank you. I just need an inspection. Then he proceeds to tell me that my wipers were broken and that I would need to replace them to pass inspection. I would need 3 wipers at $25 a piece. Which by the way the back wiper was not broken at all. That day before it so happens that I detailed my car. My wipers were NOT in any way broken. That morning 4/27 it was raining my wipers were not streaking in any way. Coincidentally both wipers were broken in the exact same locations. When I proceeded to tell them that my wipers were not broken they claimed that they were. That business is shady and dishonest in an attempt to scam their customers into paying for things that they do not need or for damages that they caused. I also witnessed that with other customers while I waited. I had to pay for inspection but did not receive my inspection sticker due to their actions.

  Business response

  05/02/2023

  Upon investigating the facts of the matter derived from audio and video recordings of the actual sequence of events between **************************, and the technician that inspected ****************** vehicle on 4/27, we have determined that based on the irrefutable evidence, ****************** statement is factually incorrect. Our audio/video clearly shows that the conversation between ***** and ************** regarding what was needed to pass his state inspection began with ***** calling ************** over to the front counter at which time *****'s first spoken words were, "*******, you need a set of wipers to pass." ***** clearly and concisely advised ************** at the very begining of their conversation that only two front winshield wiper blades, which were torn on both corners of each wiper, were all that was needed for ****************** 2021 ***** Pilot to pass the state inspection. The recordings show that at no point in time did ***** ever advise ************** that he needed three wiper blades nor did *************** ************** that any of the blades were physically "broken." ***** made a undeniably clear distinction between what work was needed to pass the inspection and what work was merely suggested due to wear. The sequence at which ************** claims ***** unveiled the recommended work to him is false and in reverse order. The recording shows that within one single conversation ***** first advised ************** that two new front wiper blades were needed to pass inspection. ***** then advised ************** his air filter was quite dirty and recommended replacement. Lastly, ***** advised ************** that his tires we worn down to 3 and 4/32nds of tread and recommended replacement. ***** did not try to "sell" ************** ***********, then brakes, then wipers as ************** alleges in his complaint. We found that in fact ***** did not discuss or suggest brake work or a rear wiper blade on ****************** 2021 ***** Pilot at all. We also found that the video recording of the vehicle inspection shows that the technician absolutely did not tear ****************** wiper blades. The video recording also shows that the inside corner of the drivers side wiper blade was never touched, lifted, or checked by the technician. We know that this area of the wiper blade is torn because the store manager showed ************** that it was also torn when his vehicle was outside of the building, at which time ************** maintained that he felt the technician tore all four corners of his wiper blades, though the video clearly shows that the technician never touched the inner corner of the drivers side wiper blade. In terms of the drivers side wiper there is no possible way that the technician could have torn the inside corner if his hand never touched the wiper blade. The store manager also invited ************** to view the video recording of his state inspection twice. ************** refused to view the video both times and insisted that he personally detailed his vehicle the previous day and checked that his wiper blades were not torn.

  The store manager contacted ************** and offered him not only a free pair of wiper blades to pass his inspection and a free ************** inspection as a customer courtesy to which ************** refused. We operate an ethical, by the book, and successful automotive repair business with many long-standing and satisfied customers. Our business has exactly zero incentive to go to the lengths to which ************** alleges in order to sell a pair of wiper blades. None of our staff is compensated via commission. The facts we uncovered easily disprove ****************** allegation. ************** asked for a state inspection, recieved his state inspection, he failed his state inspection, and chose not to do the minimal amount of work that was needed to pass the inspection (two wiper blades.) We would also like to provide the BBB with the audio and video that proves our version of events.

*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. ↩