Complaints

• Initial Complaint

  02/27/2024

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  A quote was provided by Les Schwab employee (*****) to the party of interest (customer) for 4 new tires on Nov 17th, 2023. Based on the Les Schwab tire warranty, a 32% mileage adjustment was made for the old tires (4) which resulted in a discount of $93.28 per tire or $373.08 total for all 4. While reviewing the quote, the customer highlighted to the employee that the quote is only valid for 30 days. Since there was no immediate need for the new tires (seasonal related), the customer inquired on whether or not the quote can be extended and still be accepted in Feb 2024. The employee verified and confirmed that this is acceptable (i.e. the specified quote will be accepted in Feb 2024, despite the 30 days disclaimer)On Feb 26th, 2024, the customer presented the quote to Les ********************** but was denied. The business justification for denial was due to exceeding the 30 days time period. The business did offer some compensation (~$100) to offset the issue but it was not comparable to the $373.08 discount provided in the original quote. While the gesture is a good starting point, the overall business practice is unacceptable. An incorrect guidance was provided by the business, which resulted in additional unplanned financial obligation for the customer. Instead of rectify the neligence, the business ignore its mistake without creating a viable solution for the customer.

  Business response

  02/27/2024

  It was explained in great detail to the consumer that the quote is only good for 30 days. It is printed on the quote as well. It was also explained that in order to give a milage warrenty on said tires, we would need the tires to send in to the Manufactures so that we as a company could receive credit for them.The tires have since been disposed of. $111.88 was offered as discount which is cost to mount, balance and dispose of old tires should they decide to purchase new. we value our customers and our honesty and integrity, but can not honor a 3 1/2 month old quote, especially without the tires that they want a milage warrenty on. sincerely, *******************, Manager

  Business response

  02/27/2024

  i feel it is important to add that this person making the complaint is not the consumer! the consumer name is *************. phone # ************. thank you, *******************, Store Manager

*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. ↩