Tires Plus Total Car Care

As per our conversation 7/15/2020, at your request please find the receipts and documentation for both claims accompanied with this statement. I am aware that you only recently acquired this complaint. although we spoke on the phone, I would like to put our conversation and or my complaint in writing due to different dates and stores (Tire Plus) (Nissan) (Butler Automotive) (Quality Tires) (up North Auto Service) (O'reilly Auto Parts Store).

first of all my reasons for choosing the North Augusta location, was because I have been using them since 2003, and never had any issues. January 22, 2020 I went to the North Augusta store to have a set of Michelin tires installed on my 2010 Nissan Frontier. Prior to leaving the counter person advised me should I encounter any issues to feel free to come back, he also stated that I had a 12 month warranty.

I have 2 vehicles and I did not drive the truck much during February thru April of 2020, however I drove the truck to North Carolina the weekend of April 25, it was then I notice a slight drift to the right, it was more aggravating than anything else.

April 30, 2020 I went back to the North Augusta store to have the alignment check, I left the store and within 1 mile I turned around and headed back to the store. I told Kevin that the steering wheel was cocked and very tight, meaning it felt like it was actually sticking and had no play. Kevin and I took the truck for a test drive and he drove, while driving he stated that the steering being tight was a good thing cause that the way his vehicle is, I told him my steering was fine prior to their work today and I would like it back to that state. Kevin next words to me was that he was willing to grease the ball joints on my truck and that might help ease the stiff steering. Now I knew that my truck ball joint grease fittings and Kevin being a manger should have known as well. It was right about that time that I knew something did not go well with my truck, I told Kevin that I did not think greasing the ball joints was the problem then I questioned why the steering wheel was offset 90 degrees ( the center spoke on the steering wheel was at a 9:00 position) and his answer was he can see that I was not satisfied with the work they performed today and he offered to refund the original 89.00 fee. (see attached)

I left the store and went to directly to Quality tires here locally and asked if they would look at my vehicle. I live fairly close to Quality and they bought me home, later that afternoon they picked me up and told me that fluid is leaking from my rack and pinion left boot and advise me to bring the truck back to Tire plus to have the steering corrected and look at the rack. I then took the truck to a friend (Up North Automotive) to get a second opinion about the rack, he told me that the leak was from a cracked housing and that the area of fluid leaking looks fairly fresh. I had not had any leaks or issue with the rack and pinion prior and knowing that I could not prove that the North Augusta shop had anything to do with this damage. I purchase th new rack on the May 4 2020 from Oreilly automotive, and Up North Automotive installed it on the 5th of May. Same day I went to the Robert C Daniels store (Tire Plus) talked to Joseph and explained that I had a new rack along with offset steering wheel issue from the North Augusta store. They took the truck in and did the work, I get truck back, drove for about 1 mile and it was not right, to include my steering was pretty much the same.

I stopped and looked under the truck and found the the boots on my new rack were damage and dangling. Went back to the store and talked to the manager I believe his name was Ken, well at first he told me that it was his master mechanic that did the work and he did not believe that they would do such sloppy work. He put the truck on the lift and came back and told me he would replace the boots which are only dust covers and that the problem did not warrant a new rack and pinion although they damage my new boots during their alignment process . I agreed and asked him to call me when the boots come in. (see attached)

May 8 2020 went to the Robert C Daniels store to have the boots replaced, got the truck back and it was worse that when I went there, to include none of the controls on my steering wheel work, I went back and told him about it and he stated the truck pulling was because I needed 2 cam bolts and went on to say that Nissan have cheap bolts that goes all the time . He request to bring the truck back the next day and he will look install them for 299.80 and he would look into the steering wheel controls problem and that the new bolts should fix the steering wheel being offset, . The Manager also gave me an alignment report showing me why he was recommending new cam bolts, the alignment report showed my camber and caster out of spec and in the red.

By this time I had had enough of Tire Plus and their poor service along with their recommendations I had received from them. Same day I drove to Nissan, I talked with Julian. I explained what had happened and what the truck has been through. It was then he explain to me about the steering wheel controls and why they were not working and he stated it was probably the clock spring and quoted the cost to replacing it was about 900.00 . I set the appointment for May 13 2020, which meant my truck was not safe to operate because my horn was part of the clock spring issue.

On my way home I went to Butler Automotive on May 8 2020 and talked to Steve about replacing the clock spring and he quoted me 582.19, he also stated the same thing Julian from Nissan explained, should you move the rack to far out while the tie rod ends are disconnected you can damage to clock spring (which is located in the steering wheel under the airbag) We ordered a new clock spring and set an appointment for May 14 2020.

May 13, 2020, went to Nissan, they called me and advised me that it was going to take time to get the rack center and the tie rod ends adjusted due to it was completely out of specification, and that he correct the vehicle clock spring issue and advise me that it would be another 900.00 on top of the front end work, and that my alignment steering bolt was stripped. I told Julian that I was taking it to Butler automotive for the clock spring issue. He also stated that my cam bolts were fine, no need to replace. them. Picked the truck up on May 14 2020 My cost was 659.06 for their services. (see attached)

May 14 2020, Butler Automotive installed the new clock spring, my cost 582.19

Upon the work being completed I called the Tire plus customer service and created claim 2448435
I did receive a call from the North Augusta store, and he was saying that his store was not responsible that I needed to talk to the other store involved in the claim and he was closing the claim against his store, it was then I request him to have the district manager call me and he said that was not going to happened.

I called customer service and talk to numerous people over a period of 4 to 5 weeks and finally Tammy the district manager called me and request that I bring the vehicle down to them so we could talk about the problems I was having, we set an appointment time, upon arriving she took the vehicle and put it on the lift and called all the guys over, after going round and round she said that she will set up a time for someone to look at the vehicle and that the person was not part of their company, also went on to say if that person see the likely hood that they were reasonably responsible she would refund me the 1245.00 I was seeking . She created a new claim number 2448435.

I hope this statement can help your company in making a informed decision to satisfy my acquired and unfortunate debt, once again I am sorry this matter had to get to your level of the company. I also understand your company has their process for matters such as this, please keep me informed. After all this time waiting and having them send an arbitration company out, today Bridgestone claims manager denied my claim, and now I am out of 1300.00, thanks alot.

I visited Tires Plus to purchase tires and have a front end alignment performed. At the time, a friend had done some work to my truck and let me know my front bearings were bad and needed to be replaced as soon as possible so I mentioned this to the Tires Plus employee. He replied that if the bearings were in fact bad that they could not perform the front end alignment so he would definitely check to make sure the bearings we're good. they pulled my truck in and back out and about 15 minutes and told me that my bearings were good and they did the front end alignment and I was good to go. I thought that was suspicious because I've had alignments done on pass vehicles and never have they been done with the work in 15 minutes. So I brought my truck to a different Tires Plus location and explain the situation to them. they looked at my bearings and told me know the bearings are definitely bad and the other Tires Plus location should not have taken my money for a front end alignment without doing the work, because again as the employee told me, if the bearings are bad they cannot do the front end alignment. So that Tires Plus employee took my money for a front end alignment and did not do the work. I reached out to Tires Plus and they are area manager contacted me and told me that it's not that they stole my money for work now performed but that there was a "miscommunication." They offered me a refund... and $200 off of the $1200.00 cost for them to replace my bearings...when anyone can get those bearings/hub assembly from Amazon.com for $65. And no it's not that "labor intensive." So $1200.00 for a 1-2 hour Job is ridiculous. After going back and forth with the area manager I said fine just give me my refund... because I'm a single father of three children so I need my money. I'm killing myself daily to support three children (3 years old, 2 years old, and 4 months) and Tires Plus took my money for a service that they did not provide and lied to me and then had the audacity to say it was a "miscommunication" and as recompense they offered me a refund for the money they stole and $200.00 off of a highly overpriced job. And now the area manager will not return my phone calls and give me my "refund" back. Tires Plus is a business that will lie to you and steal your money and then try to make you, the victim, out to be the bad guy.

They told me it would be 345$Total for my car to be fix an they would give me a discount because they messed up a lot of things with my car that morning. When I picked up my bill was 441$ an I had no discount! I'm pissed an will be canceling my tires plus credit card I want a refund on the unauthorized charge.! I told them exactly what was wrong with my vehicle an what I needed fix. I dropped my vehicle off At 9 AM with an appointment when I called at 1 PM to check on my vehicle they said it was on the lift and they were not finding any problems even though my check engine light was on and I told him my thermostat engine cooling thermostat needed to be replaced. I get a call at 3 o'clock and she says everything is fine I said did you fix my check engine light she said hang on let me speak with the technician comes back five minutes later and the technician said it is the thermostat needs to be replaced but he can't do it today I have to come back. I've been proceed to tell the lady I'm only off on Mondays and I told him exactly what was wrong with my vehicle and expected them to fix it that's why I dropped off with an appointment they charged me for an air conditioner thing that had nothing to do with what was on my car and extra diagnostic test it had nothing to do with my car did not give me the discount for screwing everything up even when I told the guy made the appointment I am very upset and I want something done about this I would like a refund on the services that were not rendered to what was wrong with my vehicle