Business ProfileforStratham Tire, Inc.

On 12/20/21 I purchased a set of 4 new tires from Stratham in Concord NH in preparation for the NH winter. Eleven days and 1,200 miles later I had an unnecessary flat. The tires were OK, but Stratham had not done a safety check for corroded tire valve stems. I am too old to put on a donut tire. I was stranded 400 miles from Concord on New Years Eve. A friendly local put on my donut tire and directed me to Walmart who replaced the corroded valve stem for less than $30. After the holiday, I went back to Stratham and explained installing new tires includes a safety check of the tires and wheels including the tire valve stems. I requested Stratham replace the three remaining original (160,000 miles) tire valve stems at no cost. Stratham told me inspecting tire valve stem is not a part of installing new tires. I did not leave Stratham immediately, but demanded they make good on their failure to make sure my new tires were installed safely. Two Stratham employees each told me to get the "F___" out and called the police. I passed the police car as I was leaving Stratham.

Mr. ***** did visit our Concord location on December 20, 2021 to purchase 4 Uniroyal tires. The tires were properly installed. Mr. ***** failed to explain that he has Tire Pressure Monitoring Sensors (TPMS) valve stems in his tires. These sensors are a factory installed safety feature of the vehicle, and alert the driver if a tire is losing air through the illumination of a dashboard light. Had there been an issue with the TPMS sensor when the vehicle was in, we would have explained that the sensor needed replacement (at his expense). In addition, had there been an issue internally to the sensor, the dash light would not have been able to be reset and would have been illuminated when Mr. ***** picked up his car. I'm certain Mr. ***** would have made us aware of it given his pending trip to Connecticut. In summary, TPMS valves are not replaced unless they are faulty as they cost the customer $80 each to replace. The TPMS sensors all worked fine when Mr. ***** picked up his vehicle. Upon his return from Connecticut, Mr. ***** again visited our Concord location demanding the other three TPMS valves be replaced for FREE. He was told he was being unreasonable and that he would have to pay $240 if he wanted us to replace them. He became belligerent and was asked to leave. Mr ***** refused to leave, so our store manager called the police. Stratham Tire stands by our initial statement that we were not at fault for Mr. ***** failed TPMS valve, and that he is being unreasonable expecting us to change them for free.

* Is it reasonable to expect that when a customer replaces all of the tires on his car, there will be no tire problems (other than road hazards) for many thousands of miles?
* I have been driving since about 1960. I had never heard of TPMS valve stem until New Year's eve when the people in PA (not Stratham), who fixed my flat, explained that the TPMS failure caused my flat tire.
* When I have new tires installed on my car, is it my responsibility, as a customer, to understand TPMS?
* When a customer has a new tire go flat tire after only 1200 miles, is it reasonable for to the customer to bring the failed component and the repair invoice to the merchant, with the expectation the merchant will offer compensation?
* Under what conditions is it acceptable for two employees of Stratham Tire to tell a customer to get the *** out? (Both Stratham employees used the full 4 letter ***** word)
* When a 76 year old customer complains that the tire installation left the customer with a flat tire, should the merchant compensate the customer for his trouble or should the merchant tell the customer to "Get the F____ out" and then call the police?
Background information: Multiple web sites such as https://www.dodgejourneyforum.com/topic/1630-tpms-tire-valve-issue/ explain there is a Dodge Journey manufacturing defect such that the TPMS valve stems fail due to corrosion. I have the valve stem that failed. The valve stem has obvious corrosion. The corrosion can and could have been identified by visual inspection.

We clearly disagree. Mr. ***** was unreasonable in his expectation that we replace his valves as they are specialty safety valves valued at $80 each. We have no way of knowing if the valve suffered an impact by him hitting a curb or something else during his 1200 mile trip to CT. In any case, TPMS valves are not changed out unless they fail which is indicated by the installers inability to reset the dash light...The vehicle was fine when it left our shop. As for the profanity used, though it was not acceptable, Mr. ***** should have left the building when requested, rather than causing a scene and disrupting the other customers in the waiting room.

Potential customers beware: If you do not agree that you got what you paid for from Stratham Tire Concord, Stratham policy is "Get the *******" out and Stratham calls the police.

Any customer with a legitimate complaint is addressed and the issue is corrected. Unreasonable customers who loudly demand free product due t no fault f Stratham Tire we can do without. Perhaps Mr. ***** should reflect on the manner in which he addressed his concern....Perhaps a normal tone to discuss his concern in a public area would not have triggered a need to hone the police to have him removed.

Based on the above, having a flat after spending $569 for 4 tires is not a "legitimate complaint". I expected the $569 to include a safety check that would have ensured that there would not be a flat. A flat tire is very frightening and if the flat had happened on the interstate, ... When spending $569 causes more problems than I had before, and when my safety is compromised, and when I am told to "Get the F___ out", I get angry. As can be seen from the length of this review chain, Stratham would rather fight than take care of their customers.

Stratham Tire is not culpable regarding Mr. ***** flat tire 1200 miles after he left our facility with his TPMS sensor intact and dash board lights off (relecting that the TPMS was working correctly). I have nothing further to add. Thank you.