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| - I formerly used this location for a number of years, shoeing both of my vehicles with new tires whenever they needed them, and not hesitating to go back.
That all changed on my most recent and final visit to this location, because I could not get a simple job performed properly, nor any real accountability for the multiple mistakes made.
For starters, what began as a simple rotation, re-balance and air check turned into a week long fiasco. Firstly, my tires were not balanced properly, and came out much worse than when I took them in. I'm talking teeth chattering at well below freeway speed, -that- bad. I could take it up to about 75 before I had issues, and that was right up until the point where I took them in. If anything, I hoped they'd be slightly better, but worse? How does one manage that?
Furthermore, I noticed noises coming from my tires. Employees first denied there was a noise, then suggested it was the suspension. Nope! Turns out the flunkies working here had broken off some of the mounting tabs (admittedly, plastic) in my center caps and, instead of telling me or discarding the pieces discretely, they instead elected to just leave two or three chunks of plastic tumbling around inside the center cap where it meets the hub. It sounded like a can full of rocks, and I could hear it from inside the vehicle, but these clowns acted like I was insane until they pulled one of the center caps. At that point, they chucked the pieces and mashed it back on with the few mounting tabs that were left. What the hell?
Of course, I later check with one of the assistant managers, after still hearing noise, and come to find out two other center caps got a similar treatment, and one of them still had pieces floating around in it too. These were all relatively new, seeing as how I had to replace them all a couple years back, so there's no excuse for breaking several of them in one go. Been coming here for many years with the same vehicle and it's never happened once, let alone multiple times in the same trip. There's bad luck and then there's just plain, half-assed work. The shop ended up buying me a new set of three center caps at their expense, and it was put to me that this happens with some regularity here, and that they get special pricing from the dealerships. For the curious, or people naive enough to think this is trivial, those center caps are north of $70 a piece, so I was not about to pay $200+ out of pocket to fix their mistake. To add insult to injury, I had to drive around for almost a week with 3 center caps missing, so my car looked like crap, while they waited for an order to come in from the dealership.
What's more, as I mentioned at the outset, the balancing job was completely borked. I ended up having them re-balance not long after I went back for the new center caps, but only after talking to a regional vice president (going through corporate), where I had also voiced my concerns about the poor quality of the first balancing job and the damage to my vehicle. He assured me he would talk to the owner/manager at this location and I would be taken care of, but it didn't quite work out that way.
When I returned to get the balancing done again, I got nothing but attitude from the manager. First, with my wife and I standing in the lobby and the car already parked in the lot, the guy has the nerve to ask me to pull it into one of the bays. I'm sorry, but which of us works here and which of us is the customer standing in the lobby? I'm not doing your job for you. Secondly, once he drove it into the bay himself after recklessly zooming past the lobby, I got no apology or explanation for the terrible balancing job the first time. Instead, he sent a tire tech (not another manager, just a teenage tire guy) to tell me that, "It was balanced correctly the first time, but we re-did it. It's because your tires are so worn down." That's right, he blamed me for their inability to balance a tire half as good as it was when I brought it to them in the first place. Tire wear has nothing to do with it if you managed to make it worse than it was!
Thankfully, then-assistant manager Chris, stepped up and explained that they used a new machine this time which came out to a very different balancing result (flawless, even past 90mph, I later found). He apologized for the bad experience and genuinely wanted to make it right, and I sincerely believe he was the only person down there who knew what customer service was. He has since moved to the Arrowhead location, but I want to call out the fact that he was the one person who did their job and salvaged my relationship with the franchise.
I never did see the owner/manager again, as he hid in the back office the entire time after the car was pulled in. Astonishing, but not surprising, given his demeanor. I will close by saying he is a real piece of work, with no clue about customer service. Because of him, I will never return to this location, nor do I recommend it.
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