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BBB Business Review

BBB Accredited Business since 02/20/2013

Grant's Express Tire & Auto

Phone: (910) 582-8080Fax: (910) 582-8009101 Cheraw Rd, Hamlet , NC 28345-2312

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BBB Accreditation

A BBB Accredited Business since 02/20/2013

BBB has determined that Grant's Express Tire & Auto meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised Grant's Express Tire & Auto's rating include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 2 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Customer Complaints SummaryRead complaint details

2 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints 2

Read Complaints | Definitions | BBB Complaint Process | File a Complaint

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)BBB Closure Definitions
Complaint resolved with BBB assistance (1 complaint)
01/27/2013Problems with Product / Service | Read Complaint Details
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Additional Notes

Complaint Category: Improper or inferior service

Complaint: Two wheel mounted and balanced.Both rims had scars a quarter around the diameter of the rims and was very visible.
On Tuesday January 8th at 3:55 pm. I had two tires dismounted and mounted with new tires. After service was complete too both wheels there was a quarter of the rims diameter scar on the alloy rims. Informed sales and owner to verify damage.Uninvoked, the owner became irate and hot headed in front of their customers, only after I pointed out the damage.Then he walks off. Was told that there machine or employee could not have made the damage.Even after they just performed the wheel service. ****** ****** is the owner, Total payment was made in cash of $25.90. The Invoice number is XXXXXX.

Business Response
Young man came to shop on 1/08 to have tires mounted. After service he called back about 45 minutes later and rudely asked "is it your company policy to scar the s**t out of people's rims?" We asked him to return to shop so we could inspect alleged damage.

His car is several years olds and has the original equipment rims which are literally covered with dozens of scratches and dings thru wear over the years. As a matter of fact, after the tires were mounted and during the balancing process customer was called to the service area and shown that his rims were badly warped and that because of that a perfect balance may not be possible. He saw the tires then and made no mention of damage.

When he arrived at shop we looked at rims and could not determine that there was any new damage, which would have been obvious because it would be shiny and not covered in dust or dirt. He would not accept this and said "I could change a tractor tire by hand myself better than this". I tried to explain and show him that our machinery has plastic rollers and guards that don't scratch rims. He still wasn't satisfied.

I don't curse and admit I was a little on the defensive since he cursed at us in his initial telephone complaint. I was frustrated when I asked him "Man,what do you want me to do?" He replied, "What do you mean?" I asked "What do you want?" He replied, "I want people to know what kind of business you run!" He then left. This exchange took place in the parking lot beside his car.

While he did frustrate me, I certainly was not irate or hot headed.

I've been in business here almost 10 yrs. and to my knowledge this is the first time I have seen this young man. If it will make him happy I will send him a refund and we can both put this behind us.

Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.

BBB found business made good faith effort to resolve complaint but customer not satisfied with business response (1 complaint)
06/28/2012Problems with Product / Service | Read Complaint Details
X

Additional Notes

Complaint Category: None of the Above - Product Quality Complaint Issue

Complaint: On June 2,2012 I bought 4 kelly charge brand tires from them. They recommended and sold these tires to me. Immediately I started feeling a bounce and horrible vibration in the right tire. My husband took it to the xxxxx and was told there was nothing wrong with my car except the tires were not the correct speed rating. My husband then went back to Grant's and was told that he could get me some different tires but they would be $261.00. He failed to give us the information about the speed rating and would not make this error good. I had no choice but to pay the $261.00 more and get another set of tires. But I dont want this to happen to others.
Product_Or_Service: xxxxx
Account_Number: xxxxx

Business Response
xxxxx husband xxxxx returned to our shop about 2 1/2 weeks after original purchase of the xxxxx complaining of a vibration in the right front. After test driving the vehicle with xxxxx there was a slight yet noticeable noise in the right front. I immediately offered to replace the right front tire at no cost to the customer. xxxxx also mentioned the manufacturers suggested speed rating for the vehicles tires. I pointed out this is a recommended speed rating for the tire but different ratings are common and acceptable replacements. I reminded xxxxx that we initially gave him a price quote on 3 different tire brands including a xxxxx speed rated tire that he originally asked about. He made the decision to purchase the xxxxx after consulting with his wife.
Since the speed rating now seemed to be a concern for xxxxx, I gave him an additional option of replacing the xxxxx tires with the xxxxx tires and paying only the price difference in the original quote which was $261.00. Again after consulting with his wife he chose to upgrade to the xxxxx tires. xxxxx seemed to be completely satisfied when he left the shop.
xxxxx took care of this during his off work time while his wife was at work and we handled their complaint immediately.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all the three brand tires I was given a quotes on were xxxxx. xxxxx was never given. Not to mention the owner broke my prism that was hanging from my rearview mirror when driving my car. The only thing said was Sorry! I will say again that we were never told about the V rating until my husband went back there after going to xxxxx. We were not satisfied and my husband was going to talk to him again we he went to have the tires put on but he was not there or never came out front. It really is ashame that local business are run and operated at this standard. However he has lost numerous customers over this and I think that will make him understand the failure to provide good customer service. I had lots of family, friends and coworkers that were customers there but never again. Thanks for your assistance with this matter. I just dont want this to happen to another customer.

Complaint Resolution: BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.

Industry Comparison| Chart

Auto Repair & Service, Auto Inspection Stations

Additional Information

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BBB file opened: 09/14/2007Business started: 08/01/2003
Licensing

This company is in an industry that may require licensing, bonding or registration in order to lawfully do business. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Division of Motor Vehicles, NC
1100 New Bern Ave.
Raleigh, NC27697-0001
(919) 861-3808
http://www.dmv.dot.state.nc.us

BBB records show a license number of 36146 for this company, issued by Division of Motor Vehicles, NC. Their web address is http://www.dmv.dot.state.nc.us.

Type of Entity

Sole Proprietor

Contact Information
Principal: Mr. Mike (James M. ) Grant (Owner)
Number of Employees

5

Business Category

Auto Repair & Service, Auto Inspection Stations

Industry Tips
The Hail Season is Here

Map & Directions

Map & Directions

Address for Grant's Express Tire & Auto

101 Cheraw Rd

Hamlet , NC 28345-2312

To | From

LocationsX

1 Locations

  • 101 Cheraw Rd 

    Hamlet, NC 28345-2312(910) 582-8080

Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Southern Piedmont/Charlotte, NC. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.

*Grant's Express Tire & Auto is in this range.

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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BBB began including complaint response text in BBB Business Reviews on April 2, 2012.

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Industry Tips for Auto Repair & Service

The Hail Season is Here
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