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Complaint Details
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Initial Complaint
11/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company bent the rim on my car while changing the tires, they said they couldn’t have caused this, but prior to taking my car to the them it drove smoothly now it has a bad shake to it caused by this bent rim and they are refusing to take accountability. While changing the tires they broke off two of my wheel studs and did not put back 3 lug nuts, I got this fixed and they compensated me for this due to their negligence but refuse to pay for the most expensive damages that they have caused to my car! I want the rim fixed and to have my car back to how it was before I brought it to porters. If they were careless enough to break two wheel studs and forget to put on 3 lug nuts and not say anything to me then they were careless enough to bend my rim! I take very good care of my car and I know it like the back of my hand. It’s never drove right since I picked it up from porters and they need to make this right! They bent my rim and I want it to be fixed !
Business response
11/15/2024
10/22/2024 customer purchased two tires from us. She had us to replace the front tires and move the rear to the front.
10/24/2024 customer came in for an alignment. Alignment was within specs, only charged her for an alignment check.
10/31/2024 customer came in and demanded a refund for studs and balance that had been done at another location.
We use Hunter tire changers and balancers, they are top of the line. There is no way any tire changer let alone Hunter tire changers could bend a wheel, it is just not possible. We also use Hunter alignment machines at all of our locations. The Hunter alignment machines have heads that do attach to the wheels but you do this by hand. There is no way anyone would have enough strength to in there hands to bend a wheel.
In addition to it being impossible for one of our machines to bend a wheel, the complaint at the other location (as noted on their invoice) was "Vibration above 70+". With a bent wheel you would feel it at all speeds. A vibration above 70 is an out of balanced tire.
When the customer came in on 10/31/2024 she demanded that we pay for the studs and balance job she had done at another location. Because the customer purchased two tires on 10/22 we went ahead and gave her a refund because it could have slung a weight off. It does happen from time to time. We issued a refund for the entire bill from the other location of $211.83 not even knowing if we actually broke the wheel studs. We done it out of good faith and because she purchased two tires from us less than a week ago.
Please see attached documents.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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