Recent Experience At Discount Tire

[Nuclear_42]

So I recently took in my Subaru Outback for a tire rotation at Discount Tire. Next day washing/ detailing my car I noticed several lug nut opening had swirl marks from oversized or misused sockets. Recently did a brake job myself and all the rims were immaculate. Anyways I left some feedback on the emailed survey I get after the service. Next day store manager calls and gave me an apology. Apparently they don't use plastic coated sockets due to variety of vehicles serviced. He offered to replace my wheels with aftermarket one's free of charge. I politely declined since I like my OEM wheels. Well he immediately offered to replace all my tires free of charge. Couple days later got my new tires and was pleased with the second chance. I honestly was expecting nothing from the survey or maybe a small coupon or gift card for my next visit. Totally not expecting a $1,200 tire set replaced free of charge. Anyways I guess there is some hope that some good customer service still exists out there. My Michelin tries were around 5-6/32nds tread out of 9/32nds new with 14k miles/ 2 years.

 

[WylieCoyote]

That's really a lousy excuse for not using plastic covered sockets. They have to buy impact sockets anyway, so why not buy ones that won't ruin wheels?

 

[Nuclear_42]

That's really a lousy excuse for not using plastic covered sockets. They have to buy impact sockets anyway, so why not buy ones that won't ruin wheels?

I agree! Not having the correct sockets was a $1200 mistake. Could probably buy the whole shop a set with that amount of money. Anyways I had 2 previous rotations with them and no issues. So either somebody wasn't paying attention or they simply used a huge socket out in a hurry.

 

[Kira]

Sloppy toolwork scratches...a mention on a survey....an offer to replace (slightly disingenuous) with clown shoes (my endearing term for aftermarket wheels)....an offer to replace all 4 tires...realization of said offer
This is not how posts on service quality have been trending.
I guess congrats.

 

[bullwinkle]

^This is why my brother always brings his nicer cars over to rotate the tires-can’t trust the hack artists not to damage his OEM alloys. The hack artists aren’t buying new wheels nor tires, either.

 

[daves87rs]

Very interesting

 

[4WD]

More than 90% of them would do - but a great opportunity for non impacted members to trash talk anyway …

 

[Nuclear_42]

Sloppy toolwork scratches...a mention on a survey....an offer to replace (slightly disingenuous) with clown shoes (my endearing term for aftermarket wheels)....an offer to replace all 4 tires...realization of said offer
This is not how posts on service quality have been trending.
I guess congrats.

I could of probably pushed for new OEM wheels. However getting scratch marks was bound to happen overtime with shops. So I figured getting new tires was a better choice as far as compensation. I don't currently have the means to rotate my own tires. I'm seriously reconsidering if I take my new Sierra 1500 to them for rotations.

 

[GMBoy]

I am having difficulty believing this story. For one they would not replace wheels with new, they would repair them. Secondly $1200 set of new tires for some wheel scratches? The are only responsible for the wheel damage and you can get wheels refinished and cleared for $100-150 a wheel..much cheaper. So if you declined wheels they would have stopped there. I had wheels damaged before at DT and they would not do anything.

 

[BrainThicknessVariation]

So I recently took in my Subaru Outback for a tire rotation at Discount Tire. Next day washing/ detailing my car I noticed several lug nut opening had swirl marks from oversized or misused sockets. Recently did a brake job myself and all the rims were immaculate. Anyways I left some feedback on the emailed survey I get after the service. Next day store manager calls and gave me an apology. Apparently they don't use plastic coated sockets due to variety of vehicles serviced. He offered to replace my wheels with aftermarket one's free of charge. I politely declined since I like my OEM wheels. Well he immediately offered to replace all my tires free of charge. Couple days later got my new tires and was pleased with the second chance. I honestly was expecting nothing from the survey or maybe a small coupon or gift card for my next visit. Totally not expecting a $1,200 tire set replaced free of charge. Anyways I guess there is some hope that some good customer service still exists out there. My Michelin tries were around 5-6/32nds tread out of 9/32nds new with 14k miles/ 2 years.

I had the opposite experience. They damaged my brand new Lexus wheels and did nothing about it. It took me a year to get any resolution. YMMV.

 

[Nuclear_42]

I am having difficulty believing this story. For one they would not replace wheels with new, they would repair them. Secondly $1200 set of new tires for some wheel scratches? The are only responsible for the wheel damage and you can get wheels refinished and cleared for $100-150 a wheel..much cheaper. So if you declined wheels they would have stopped there. I had wheels damaged before at DT and they would not do anything.

I have zero reason to lie! I simply declined after market rims they sell in-house and was offered tire replacements instead. Do you need me DM you my receipt?

 

[SubieRubyRoo]

I have zero reason to lie! I simply declined after market rims they sell in-house and was offered tire replacements instead. Do you need me DM you my receipt?

You know the truth, leave it at that.

 

[LDB]

$100-150 per wheel to refinish is $400-600 cost to DT. $1200 retail set of tires is wholesale what, $600 to DR? So financially similar and possibly somehow more deductible for them too maybe.

 

[BrendanC]

discount routinely strips studs out on our fleet trucks. i used to replace them as it happened but now we make them pay to have it done elsewhere. wheel studs on the rear of a silverado HD isn’t easy.

 

[Nessism1]

I bought a set of Continental tires from Discount for my Civic. Less than a month later, I hit a pothole and destroyed a tire. Went back to Discount to get a new tire. While there, I asked if they had any road hazard guarantee, and was told no, unless I paid extra for it (which I didn't.) I paid and when on my way. After driving home, I went online and learned that Continental offers a road hazard goodwill program for the first year of tire ownership (or something to this effect.) I went back to Discount, with a copy of the program info, and talked to a guy at the counter. He said I need to submit my receipt to Continental, and ask for reimbursement. I calmly challenged this, by reading the info in the program brochure, which clearly states the tire dealer is to submit the claim. The Discount guy took the pamphlet, went into the back room to "see if the old tire is still there". When he came back, he announced to me that Discount will refund the full amount of the tire plus install. Quite the about-face! But a welcome one! According to the Conti program, I'm on the hook for install, but I wasn't going to argue. Maybe they felt guilty? Anyway, I still like Discount, but you need to watch out for yourself and know your rights, as with anything, I suppose.

 

[meep]

The two branches here have been very very good, and I’m in probably 4 sets of tires by now with them. They are not perfect but have been very easy to work with. They got sloppy on one balancing job, once, but outdid themselves with the next balance when I brought it in (unusual for me) for the next rotate and balance. At the end of the day, it’s staffed by people, and being able to communicate counts.

 

[ejes]

I had the opposite experience. They damaged my brand new Lexus wheels and did nothing about it. It took me a year to get any resolution. YMMV.

I wonder if these are franchise businesses...

This is why I prefer local "mom & pops" shops when I can use them, but they are a dying breed. Luckily I have a local tire shop that still is and puts customers first; Harold's Tire. It has cars lined up in the lot every single day, all day. He's adding more bays to his 2nd location he's so busy; Been in business 43 years here. He still has time to come out and talk to you in the waiting room even though his hands an clothes are black from working in the shop with his employees. Ironically, DT just opened a shop about 5 miles away on the big shopping strip road in our town of 125,000 (Topeka KS), but this guy seems to be unaffected so far.

If any of you are ever traveling through here on I-70 and have a tire problem, don't go to WalMart, or Sam's, or DT; trust me and go to one of Harold's 2 shops and they'll take care of you: https://www.haroldstirellc.com/

 

[RaymondP]

Like everything else I try to avoid anyone touching my vehicles with the exception of putting new tires on rims (remove/install wheels myself). I use electrical shrink tubing on all dedicated lug nut sockets to avoid marring the rims. It works! Dedicated shops should have all lug nut sockets covered with a protective plastic/rubber shield. Absolutely no excuse....a basic necessity.

Also be sure to bring a tire gauge to check tire pressures before leaving the shop. You may be surprised! Don't ask me how I know.

 

[Nessism1]

Like everything else I try to avoid anyone touching my vehicles with the exception of putting new tires on rims (remove/install wheels myself). I use electrical shrink tubing on all dedicated lug nut sockets to avoid marring the rims. It works! Dedicated shops should have all lug nut sockets covered with a protective plastic/rubber shield. Absolutely no excuse....a basic necessity.

Also be sure to bring a tire gauge to check tire pressures before leaving the shop. You may be surprised! Don't ask me how I know.

Ah, I forgot to mention in my earlier post that all my "new" tires were inflated to 45 psi when I picked up the car from Discount.

 

[GMBoy]

I have zero reason to lie! I simply declined after market rims they sell in-house and was offered tire replacements instead. Do you need me DM you my receipt?

Nope don't need any receipt as it's not that serious. I Never said you were lying - I just find it hard to believe that's all and I deal with them on a commercial basis and they would never do that for me and we spend a lot of money there. I could hardly see any damage in the photo.

Take No offense please.