Kathy H., I read your review of our company and would like to respond. Your daughter came in September 13, 2017 and purchased two tires, no alignment was performed on the car at that time. She returned November 6, 2017 and purchased another tire, different brand than the first two she previously purchased. No rotations were performed at our shop through today's date.
Kathy, I am the wife of the man you spoke with the other day on the phone when you called. I am also the one who spoke with your daughter when she arrived at our shop on Thursday or Friday. She walked up to the counter, told me that she purchased tires 10 months ago and said "I need you to pay me back for the tires that popped"! I said I don't know what your tires look like or what happened. She said they just popped. I then told her I'd have to look at them and she said "well, I went to Mr. Tire and they have them...and pointed to her invoice and said you can just call them". That's not how we do business. We have to see what's defective. She did indeed go get them. After looking at them your daughter did have an alignment problem with her car...meaning a part is worn on the front end of her car that causes tires to wear unevenly and not rotating tires is another cause. The tires had wires sticking out of them. I offered to send the tires in and let our supplier look at them but did tell her they would say the same thing...alignment wear. She declined the offer saying "I don't want to mess with that". It was something that would have cost us nothing and we would have gladly sent them in. I also asked her if they did an alignment for her and she said they checked it. I said they didn't need to just check it - they needed to do one!
I will admit I did make the mistake of saying "Honey, I'm sorry, if I could help you, I would". That was not treating her like a little girl, if anything I was letting her know that if I could do anything I would. If that is offensive to you or your daughter, I sincerely apologize. Sugar did not come out of my mouth, but will admit I do say honey from time to time.
Our warranty on the bottom of the invoice states warranty is on "parts" and "labor" for 12 months or 12,000 miles. Tires are "not" parts or labor. The tires your daughter purchased did not have a road hazard warranty nor did they have a mileage warranty, therefore there was no warranty on the tires. A road hazard warranty usually does not cover alignment wear nor will it cover mileage wear on tires.
We do not discriminate against anyone not from Boone and I don't appreciate you stating that. It's not truthful. I understand your daughter is just 19, we have compassion for younger drivers...and understand they don't have their parents here with them. That's why we try to take care of each and every person that walks through our door. We don't know their situations and try to be compassionate. We are fortunate that we have so many kind customers that do trust us and continue to return for the last 28 years. I am thankful and grateful to each one.
My husband said he told you the facts...he is always blunt with his words and thought maybe you misunderstood what he was saying...up in the mountains (Boone) things wear out faster than in flatter areas of the state. It's a given.
Kathy, I'm sorry we weren't able to return your money for worn tires caused by an alignment issue. We understand we cannot please each and every person, but we do always strive to be honest and truthful. By the way, thank you for trying us out last year with your tire purchase and there are some really great shops in town that you can choose from for the future! read more
