My previous experiences here were great, fast friendly service. No hassle. I have now taken 2 vehicles there for 2 sets of tires. I come back because it was always good service.
This time was different. I was told it was different because "things are changing inside the business" and also blaming "the new guy".
So apparently now they have to guilt trip you if you didn't buy their warranty when you come in for free flat repair. They start to lay the groundwork that they might not be able to repair it because you didn't buy the warranty EVEN BEFORE LOOKING AT IT to see if it's fixable. To the point that they make you feel like you should have bought somewhere else or you made a mistake by buying from them.
They will also be argumentative if you give pushback and invalidate your complaint with laughter, you're so silly Mr. Customer. The guy even went so far as to try to tell me that they don't make any money on their warranties at all which we all know is a massive lie. "it's only $50 a tire" This kid was speaking on things he never should have for a "free flat repair" service that I PAID FOR when I bought my tires FROM THEM. It's part of their service. Or at least it was. Now it just seems like if you don't buy their warranty you might as well just not buy from them. That's the feeling I got. Huge change from my previous visits. They were always awesome even if you didn't buy the $200 warranty.
Yes the warranty is $200 for all 4 tires. So you pay most of the cost for 1 new tire up front. There is also a whole list of things IT DOES NOT COVER. Who gets side wall damage that's not vandalism?? Which they do not cover. The warranty is basically only covering side wall damage caused by the road. You know the road that your sidewall should never touch? That one. I have never had a set of tires that didn't last at least 3 years in my life and I've never had sidewall damage either. I've also never bought from someplace that hassles you for flat repairs when you bought from them. I would have had a better experience paying any other tire shop $15 to fix it than the place I bought my tires from and that's sad.
Another person in the lobby decided to pipe up with a comment to me and then threatened me when turned and asked if he even know what it was about. They did nothing. I had to handle it myself. You can't even expect a level of safety here apparently. I guess I should have bought the warranty. Luckily the guy was 1ft shorter than me and his survival instinct kicked in after he got the attention he was looking for. Good call little dude this isn't the internet.
They pretty much ruined their reputation with me in just 1 visit. It was like a speed run on fail customer service. After a few minutes trying to get the manager(who I did not even ask for) to understand what I was even upset about he said he understood. He came out defending his employee right away from the start though then conceded later that he was in fact new and probably not trained well. That's another issue. Side with the employee immediately and ignore the customer complaint? That's backwards. He also let the employee keep arguing with me while he was talking. He finally had to send him away. Just a mess.
I was not upset they were asking me about a warranty, it's their job but mention it but know when to MOVE ON and don't make your customer feel unappreciated and stupid for not purchasing your $200 warranty on a $1200 set of tires that cost me $1400+ after installation fees that were supposed to come with free flat repair. Or insinuating that they probably won't be able to fix it because you didn't get the warranty before even getting it in the bay to check it. If you want to be respected here, buy the warranty otherwise you're better off going elsewhere.
Oh and what do you know they were able to fix the tire for free AS EXPECTED so all of this was for NOTHING. They should have just fixed the tire and they'd still have a happy customer to recommend them to others instead of this 1 star review and likely making me buy my next set of tires elsewhere.
