Be Aware. Take pictures of your wheels before you allow work to be done.
Reach Tire's ownership is not putting the customer first.
I had a horrible experience with this business. I went to them to have a new set of wheels installed and the month old wheels on the vehicle removed. After the service both sets of wheels showed damage in the form of scratches around the perimiter of the wheels. The brand new wheels were also covered in sealant, grease and grime. It appeared there was little care and effort applied to the work.
The manager and customer service representative were apologetic and very accomodating. This business is lucky to have Andy and Mal. After sending pictures to the manager, he committed to repairing the brand new set and possibly buying the month old set off of me - he communicated the owner wanted to see them himself.
After viewing the month old rims, the owner formed the conclusion that they were "used", that the damage was pre-existing and that it was not caused by his employees. Strangely he then wrote, "the damage is extremely faint and minor". I wonder if he would feel the same if the wheels belonged to him and he had paid to have them removed.
He formed this conclusion without seeing the rims before the work was performed. The abolutely insane part of this scenario is that the scratches are identical on both sets of rims. When pics of the damage are viewed side by side it is undeniable they were caused by the same tool/process/force.
I am struggling to understand how he is willing to take responsibility for the identical damage done to one set, yet not the other. His words suggests he believes a certain level of damage is acceptable.
Further, he insisted that the process of powder coating the new set was going to result in a better finish and he was happy to pay for that. In fact this never happened and they were instead simply spot repaired.
Through this process I had to provide an alternate set of rims to be used while the others were sent away, and I spent 3 weeks waiting for the turn around (which was promised to be 1-2 weeks). During that time there was zero communication.
Further, the owner never reached out to me to discuss the issue or see what my expectations were to make things right. Instead he had his manager text me his decision, and said I could call him if I wished.
A good business operates by initiating tough conversations and reaching common ground through effective communication. This owner did neither of those things.
Reach Tire's owner hid behind a claim of being a, "small business that stands behind what they do" without actually doing so.
There is something wrong when a customer pays a business money, has their property damaged and is then made to feel they have done something wrong. As I said, take pictures before you allow this company to work on your vehicle.
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