Sam's Club review: Tires changed

On 1/5/2024 I took my tires to Club #04852 (Wesley Chapel, FL) for 4 ties changed at 8:13 am. I received the 1st phone call around 11am, I was told one of the lug nut at the front passenger side was too tight to remove. They can only remove the other 3 tires to install the new tires I purchased. Around 3 in the afternoon I received a phone call telling me that my car will be ready to pick up. I arrived at the Wesley Chapel club before 6PM on 1/15/24. I asked one of the tech at the tire center to show me which lug nut they have problems removing. The tech told me is was broken due to rust when they tried to remove it to install the new tires. I then waited 30 mins to speak with one of the manger on duty, her name is Lindsay she keep telling me that my stud was already broken and she heard the tech called me to tell me it was broken. I heard the tech told me he can't remove it due to rust, he did have a heavy accent. I left the club around 7pm with 3 new tires ( the 4th one is still at the club ). I took my car to 2 mechanics they both told me that studs does not just break off, what is clearly visible is that my wheel lock key was not fully on my lug nut ( by the way they broke my wheel lock key, they told me they replace me with a new one) they initially torque it with a power tool, the cut on my lug nut is a clean break with no rush inside. Only one quarter of the nut broke off while the entire nut is still adhered on the stud! The force was so tremendous that the security lock key was damaged in the process, which indicates they did not use manual application rather they used a pneumatic impact wrench!

sams club tire center said the nut was already broken, but if it was already broken off how did they find the broken piece (The broken piece showed no signs of rust and there was no way the piece could be just hanging around, it snapped off and fell to the mechanics hands!)and how would you break the security key if extreme force was not applied? This is just my professional observation.

Just the labor alone would cost this customer $1200-$1500, because we will need to drill trough the stud and hopefully be able to remove the lug nut all that while trying not to damaged the rim.

I called member service complaint line a week ago with a case number Ref#[protected] they told me someone will either call or email me. I heard nothing. I have been a plus member - a business with Sam's for over 10 years I am extremely disappointed with the treatment and the manager lie about the fact that was the tech fault. I felt they discriminates that I am a woman not knows about cars and I am Asian.

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