Complaints

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4/28/2023, $601 repair bill, first failed to complete engine flush tried to bill me until I got inspected the work was not done! Charged me $51 for miscellaneous in which I supplied the parts, to replace the water pump, yet they are adding $51 dollars to an agreed price of $279 complete, this is price gouging and a unfair labor practice!

  Business response

  05/04/2023

  *****,

  I apologize about your experience here at the store.  I'd like to address your complaints briefly.

  Regarding your coolant flush.  This was an oversight on the part of our staff.  We strive to avoid such situations but they do arise from time to time and the best we can do is remedy them immediately for our customers.  In this case we did immediately pull the vehicle back in to complete that flush for you.  I understand that the additional delay was an inconvenience and again we do apologize for that.

  About the "shop supplies" found on the invoice: this is an industry standard fee found on invoices at nearly every shop.  I'm deeply sorry you feel that this was an inappropriate fee.  This indicates to me that we failed to explain properly what this fee does to ensure we are able to complete the repairs we do here at our store.  Unfortunately if we didn't charge the fee we would have to raise the labor rate or in some other way recoup the cost of the supplies required to work on vehicles.  This is something that is charged on every invoice to every customer and is based on the amount of the invoice.  We do not in any way attempt to conceal this charge and is was printed on the work order that you signed to give us permission to work on your vehicle.

  We work hard to ensure our customer's complete satisfaction and I am again apologetic that you feel we failed while working on your vehicle.  We are always here to help our customers and you should always feel like you can discuss any charges, fees, or missed work with us knowing that we will do our best to take care of you.

  Customer response

  05/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As per conversation with Tire pros, about the $51 miscellaneous shop fees, I was told the process to surface clean the area from the water pump was some simple scotch Brite, or similar device! That being said, my quote over the phone from employee ****** was $279 dollars, in which I supplied the parts, so any customer has the right to acknowledge that service, this is not itemized on the final bill, having this miscellaneous charge for shop supplies which apparently Do Not cost $51 dollars. In my opinion and most consumers would agree as to price gouging the service rendered! And should be adjusted accordingly, this is a violation of consumer trust, and has nothing to do with the final receipt! This was thrown in after the service is complete, the only call I received during service was a $3 dollar charge for a thermostat gasket! Which isn't even listed on the final bill? And in my opinion this is where they are coming up with a $51 miscellaneous charge, and in my conclusion is a fraudulent act! And this is why when I inquired about this charge! Tire Pros was not being cooperative and they do this all the time? 
  
  Regards,
  
  *************************

  Business response

  05/11/2023

  Attached you will find the original work order that the customer signed when he came in.  You will see highlighted and circled in red both your signature and the shop supplies that are added to the work order in accordance with standard industry practice.  

  Although we are very sorry the customer in this instance is not happy, any claim that we failed to disclose the shop supplies we charge for is not only inaccurate but dishonest.  We are fully transparent with our customers.  The customer in this instance not only viewed the entirety of the charges for the work in advance but signed his name indicating his acceptance of the price of the work.  

  We charged this customer exactly what we quoted him and only completed the work that was authorized by the customer, at the price authorized by the customer.

  Customer response

  05/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  This document is the final bill which clearly shows the miscellaneous charge! The original was $549 over the phone, and Tire Pros practice is to have you sign a Digital ticket, without actual physical paperwork which is created the illusion to customers.And I have asked several times what are the miscellaneous shop fees! And every customer has the right to this! And as we go forward without refunding that miscellaneous charge, the next step is consumer protection agency, and there are policies in place to protect seniors 63 and older .
  

  Sorry for the delay, I highlighted the original authorization when vehicle was dropped off at Tire Pro's in Stillwater! As you can see the cost was $595.51 as confirmed on 4/26/2023. There document is transposed signature from pick-up date of 4/28/2023, like I said to Tire Pro's, what is this miscellaneous charge of $51.32? And I still have no itemized items to justify this extra charge! Thanks ***** and *************

  
  Regards,
  
  *************************

  Business response

  05/17/2023

  Attached you will find all copies of customers original work order.  You will see that the difference between the original quote and the final amount due was a thermostat gasket.  The thermostat was replaced at the customers request and typically a gasket is required for this service.  At slightly less that $7 (plus tax) this caused the difference in the two amounts.

  The shop supplies were on the original quote and the final invoiced amount and the cost of those shop supplies did not change from the time the vehicle was dropped off and quote to the time it was picked up and invoiced.  

  A detailed list of the shop supplies required to perform a specific service will not be provided as it logistically prohibitive to attempt to do so.  Shop supplies include things such as:  cleaners, solvents, rags and towels, grinding wheels and pads, surface prep tools, government mandated disposal of hazardous materials, various and assorted sandpapers, ***** cloth, etc.  There is a plethora of supplies required and as previously stated has been industry standard practice to charge for. 

  Also as previously stated, we do not hide this charge.  It is clearly printed on ALL estimates and invoices.  

  Customer response

  05/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed

  As per original conversation the quote was $549 and I supplied parts! As for Tire Pro's charging $51 for a miscellaneous surcharge is a false narrative! Especially when there is no actual cost except what is fictitiously added to the consumer! Most supplies if any are purchased as bulk, with shops and it is a misrepresented labor practice which will be noted to consumer advocates and protecting seniors . And the itemized list again was not represented until pick up of vehicle! All was originally signed was on a digital pad for service and No original copy was represented! And I did asked at drop off about the price being more than the original quote of $549 dollars ! Tire  Pros answer was basically (just in case) the final price was absolutely Not showing the $3 dollar gasket!! So I'm ok to continue this argument till the customer ( which is Me and my Wife) are satisfied with $51 dollar refund, and happy to continue with arbitration not only with BBB, but involving several other protection agencies which should be aware of situations like this to protect any or possible consumer frauds or misrepresentation of services.
  
  Regards,
  
  *************************

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/5/22 I was given a quote for $19,704.69 for work to be done on my 2015 GMC ******* The engine needed to be replaced along with a few other things like system flush, ************ service. Included in that quote was $516 charge for diagnosing my concerns with the vehicle. The quote showed $14,000 for the engine and $4179.60 for remove & replace engine assembly. On 5/16/22 Tire pros was paid in full with check $19,705.69. As of today 5/25/22 the vehicle has not been returned, I've been advised the work that was paid for has been completed but now Tire Pros is refusing to release my vehicle because they want me to pay another $3500 to have my old engine returned. The owner and manager even told me normally this "core charge" is not something customers get charged because Tire pros pays for it and receives a $3500 refund but because my engine has damage they wont receive the full $3500 only a partial amount and now want me to pay for it. They are unable to tell me how much they will receive for it. They refuse to pay for it and **** me for the difference after they get some of their money back. This extra $3500 was never agreed upon, talked about, written in the estimate, nor were we told that this could even be a possibility. The owner is now sending me a new estimate with the core charge in it and saying that my balance is not paid. They also placed at the bottom of the new bid it was authorized to move forward with the work on 5/24/22 by phone which it was not. We said "ok" a hand full of times but didn't agree to pay $3500. Lastly the new bid from 5/25/22 has my engine unit price listed at $15,085.42 but my bid from 5/5 and 5/16 state the engine unit price listed at $14,000.00 so there is another $1085 added on there that wasnt before.

  Business response

  06/06/2022

  We received a credit for $3,500 for the engine core.  As promised, we forwarded that to the customer.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to tire pros on 5/3/2022 to get two valve stems replaced, front drivers side and rear passenger side. Before I left my driveway I checked the other two stems, which were intact and did NOT need service. I arrived fifteen-ish minutes before my appointment, and when I checked in the front counter clerk asked "Looks like you need all four?" to which I said "No, just the front drivers side and rear passenger side". They then took my suv into the shop and I went into the lobby. about 30 mins later the same front desk clerk finds me and says "The rear drivers side is also snapped off, I can take you back and show you if you want?". I went back into the shop and looked, it was snapped. I begrudgingly said to replace it because I had to get back to work, and went back into the lobby. Twenty minutes later the clerk came back over to me and said the front passengers side valve stem was snapped now, claiming they hadn't touched it. There is no way 2 valve stems snapped themselves on in a 5 min drive.

  Business response

  05/03/2022

  Jarek had called and left you a detailed message this afternoon after we received your very negative ****** review. Please call Jarek back so we can work towards a resolution. He will be working tomorrow between the hours of 8am - 5pm. ************. 

  Business response

  05/11/2022

  We have reached out to customer several times and he wont respond to our text messages, emails or phone calls.  He has slandered our business online. We did nothing wrong.  We have camera footage to prove it if the customer decides to make contact with us.

  Customer response

  05/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  You have footage? Of two tiny valve stems? Yeah right. I'll believe my own two eyes, those two valve stems were intact and functional before I brought them into your shop. I should have known better than to come back after you guys snapped the plastic dip stick off halfway in the engine on my ***** Civic then wanted to charge ME $400 to drop the oil pan to retrieve it. Seems like your shops MO is s******* up and and charging the customer for it. I want a refund on the cost of two valve stem replacements.
  Regards,
  
  *****************************

  Business response

  05/12/2022

  I have camera footage from the moment your vehicle entered shop.  It clearly shows my technician NEVER TOUCHED the stems before they were showed to you by service advisor ****.  We only charged you for and replaced 3 sensors, not 4.  We will not be refunding any sensors.  If you'd like, please email me at **********************  and I would be glad to set up a meeting to show you the camera footage that proves that we in no way damaged any of your sensors.  

  Customer response

  05/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Did I say anything about the sensors? I wanted the ***** DRIVERS side and REAR PASSENGER side VALVE stems replaced, so even by admitting you did three you are admitting you did unauthorized work. I told the guy who I talked to on the phone that I needed those two replaced AND I told your front desk after he said "looks like I have you down for all four?". Typical scam behavior.
  
  Regards,
  
  *****************************

*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. ↩