I'm removing one star because a tech made an understandable but inconvenient error, but giving 4 stars because Sr. Assistant Mgr. Jaxon Dwyer made everything right to prove that Discount Tire stands by its service.
The sales reps are terrifically knowledgeable, informative, and pleasant. Prices are reasonable, and I anticipate a long, positive customer relationship.
Here are the details of my experience:
Last winter I had Discount Tire install Blizzak snow tires for my subcompact. The sales rep explained that the car comes with an unusual gauge tire, so an aftermarket wheel was also needed. The sales rep was so great that it instilled confidence that I'd found a quality tire store and decided not to call any others.
As I left Discount Tire with my Blizzaks installed, a different tech than the one who installed my tires ran out to hand me a socket for the lug nuts and said to always use it, so I immediately put it in the pocket of in my driver's side door. He said to return after 100 miles to have the lug nuts tightened. I also took advantage of their tire storage option for my summer tires.
This spring when I went to have the summer tires swapped out for the winter tires, Jaxon was my sales rep. After pulling the summer tires from storage, he surprised me by returning to ask for the lug nuts. I clearly remembered getting the socket and being told to come back and have the tires retightened after 100 miles, but didn't remember any conversation about lug nuts, let alone being given any. Jaxon said that it's company policy to have the car owner store the lug nuts, but I told him that they weren't returned to me. I keep my tools and auto supplies well-organized. I'm also a dedicated recycler who would remember coming across any lug nuts, as they can't go in with the regular recycling, and require a special trip to recycle.
As I feared, the missing lug nuts created issues, but Jaxon set things right. The team found lug nuts that fit both sets of tires, but then the hubcaps didn't fit. Jaxon offered to order either hubcaps or lug nuts. I asked for his recommendation, and he recommended getting the hubcaps. He ordered them the same day, they arrived within the week, and as promised, it only took 10 minutes to install them.
I recognized the tech installing the hubcaps, who identified himself as the person who had installed the winter tires. I rather thought that he might apologize for any inconvenience, as that would have been good form, even if he didn't realize at the time that the lug nuts had gone astray.
Since it is an inconvenience to have the lug nuts misplaced, it would be a good idea for the company to close this hole by adding a note to the receipt when lug nuts are transferred to the customer, and have the customer initial it. read more