Complaint Category: Defective, damaged, or incorrect product received
Complaint: NTB sold me defective Michelin tires. I find there offer unsatisfactory. Bought Tires on 1/21/11. Invoice#XXXXXXXX Order#XXXXXXXX. Mich Energy LX4 DOT# AP46 CPXX XXXX X. Tires have separation between all treads. Have put over 35,000 miles on tires. Tires were defective when sold, was offered no deals on price at time of sale. Total cost was ******** Offered to replace tires was ******** Offer from Moe at NTB after talking with Michelin. I don't have ******* and explained to Moe that they are excepting responsibility if I drive away with unsafe tires. They always offer buy 3 get one free or other deals so I know they are taking advantage of me. They are trying to make me pay full price for what is left of my tires while not taking responsibility for selling me bad, even dangerous tires. I admit how much use I got out of the tires, but my family could have been killed or injured. If a tire blows out now another family could be involved, is NTB and Michelin going to take responsibility then? I am willing to pay something for replacement tires but only a fair amount. The address did not come up for NTB so I will give it now Il. Natl. Tire & Bat. #XXX XXXXX S. Cicero Ave. Crestwood Il. XXXXX Thank you for your time. ******* *******
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.
Complaint Category: None of the Above - Customer Service Complaint Issue
Complaint: I've never purchased tires from NTB before, but after comparing prices decided to give them a try.
The ordering process was simple enough and I scheduled an appointment for the following week. We arranged schedules and vehicles to make the appointment, only to arrive and discover the tires were not there and they were unable to honor our appointment. The manager offered no more than a half hearted apology.
Why have customers schedule an appointment, advertising it as a convenience, if it means nothing? I understand sometimes shipments are delayed, but the store could have easily called and informed us of such a delay before we went to the trouble to arrange schedules and drive to the store. Instead, we knew nothing until arriving at the store. It was extremely frustrating. So much so that I considered cancelling my order with NTB and purchasing tires elsewhere.
I complained via the company's website on April 2. In response, I received a weak form email that made light of my situation and sounded condescending. The form email promised to forward the complaint to the appropriate person, but I have received no further correspondence. They have done nothing to try to make things right or appease me as the customer.
Not only that, but one of the reasons I chose NTB was the rebate promotion. It promised up to **** for purchasing Goodyear tires on their credit card. After I reluctantly purchased Goodyear Eagle Sport tires from them (4/19), I found out I'm only getting half the rebate **** instead of ***** I thought I was going to get. Their online promotion is misleading. It does not specify that the amount of rebate varies per tire and that the additional amount from putting it on their card is also based on tire.
Complaint Resolution: Company failed to respond to BBB to resolve or address the complaint issues.
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 Northern Indiana. 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.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
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