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Michelin North America

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Phone: (864) 458-5000 Fax: (864) 458-6650 View Additional Phone Numbers 1 Parkway S, Greenville, SC 29615 http://www.michelinman.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Michelin North America 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.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Michelin North America include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 111 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

111 complaints closed with BBB in last 3 years | 25 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 8
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 42
Problems with Product/Service 61
Total Closed Complaints 111

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Michelin North America
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: September 01, 1985 Business started: 01/01/1975
Type of Entity

Corporation

Business Management
Mr. Pete Selleck , President Mr. Andrew Winkler , Training Manager - Customer Care Ms. Martha Burwell, Consumer Care Director Ms. Micki Dellinger, Consumer Care Manager and Executive Response Manager Mr. Johnny Valencia, Consumer Care Training Manager and Executive Response Manager Mr. Dick Wilkerson, Ex-President
Contact Information
Principal: Mr. Pete Selleck , President
Principal: Mr. Andrew Winkler , Training Manager - Customer Care
Business Category

Tire Distributors & Manufacturers


Additional Locations

  • 1 Parkway S

    Greenville, SC 29615 (864) 458-5000

  • PO Box 19001

    Greenville, SC 29602 (864) 458-5000

  • THIS LOCATION IS NOT BBB ACCREDITED

    112 - 9440 202 St

    Langley, BC V1M 4A6

  • THIS LOCATION IS NOT BBB ACCREDITED

    2420 Two Notch Rd.

    Lexington, SC 29071

  • THIS LOCATION IS NOT BBB ACCREDITED

    939 Hersey St

    St Paul, MN 55114-1347

  • THIS LOCATION IS NOT BBB ACCREDITED

    501 W Sierra Ave Apt 231

    Fresno, CA 93704-1139

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a set of Michelin energy saver ***** 185 65 r15 tires for $530 in October of 2014 as of today after 19000 miles they have no tread on them warranty was supposed to last 65000 miles I took them in for warranty at ******** **** and they said that there is nothing they can do for me so I called Michelin and ask them why their tires only lasted 19,000 miles when they have a 65 thousand mile warranty and they told me that there was nothing they could do for me I explain to them I had spent almost $600 less than 8 months ago on tires that are considered to be high quality I spent $200 more on these tires then I would have because I consider Michelin a good brand not only did the tires not last me as long as a regular tires but I paid $200 more I paid for a top-of-the-line tire and they didn't even last 19 thousand miles the compass company said there was nothing they can do for me

Desired Settlement: I would like the tires replaced with a brand or tire that has the durability of the original tires I want what I paid for a tire that would last 65000 miles as the warranty stated

Business Response: June 25, 2015

Better Business Bureau of Upstate Carolina

Attn: ***** *******

408 North Church Street Suite C

Greenville, South Carolina 29601

RE (****** ****)

BBB#: (********)

Michelin File#: *********

Dear ******

We contacted *** ****** **** and discussed his tire concerns for wear. We reviewed the inspection results from ***** at ********* **** **. ***** at ********* **** **.  provided us with inspection information on the consumer's tires. The inspection showed two tires were worn down to 3/32 and two tires were worn to 7/32. Tires are not considered worn out by law until they are at 2/32. We discussed with *** ****** **** about the warranty ( Your tires are covered for defects in workmanship and material for 6 years or the usable life of the tread, whichever would come first). The Michelin Energy Saver A/S tires are covered for mileage under an additional treadwear warranty for 65,000 miles, provided the tires are rotated every 6-8,000 miles, per the warranty. This information is also available on our web-page at http://www.michelinman.com/US/en/tires/warranty.html. ** ****** **** advised us that his mechanic rotated his tires for him. We asked the consumer for his rotation receipts, and offered to contact his mehanic for rotaion information, he declined. So, we offered to assist *** ****** with a 50% goodwill adjustment, since only two tires were near the 2/32 mark. ********* **** advised us that he want Michelin to replace his tires at a no-charge. We declined the no-charge offer. We changed the offer to a 75% goodwill credit and advised the consumer that his tires are showing a  big difference between two tires with 2/32 and two tires at 7/32, which normally indicates that his rotation was not keep current. ** ****** advised us that if we can not replace all tires at a no-charge, he would not purchase Michelin again. After discussing the two offers, and the consumer declined both, the call was ended.



Sincerely,

*****

Michelin Executive Response Team.

7/1/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: This is the second time that I had to replace Latitude tires at 35K all 4 tires. I have rotated them and had alignments as required. The first set that went out, I was redeemed 20% back for a warranty check. This is my second set. This is unsatisfactory. Both times an unexpected $1000 for new tires. I have all documentation of the inspection at the firestone. I will be honest with you, I have no intention of going to a Michelin dealer to get another set of tires that wont ever get close to warranty. The tires are supposed to be 65K. Both sets didn't make 40K! I appreciated the 20% back on the first ones, but the second set being replaced at 36K is ridiculous. I replaced my tires with Bridgestones. I didn't have that money at all, so I had to put it on a credit card. I have photos of the tires on my Jeep and also taken off, along with the inspection form. DOT **** **** **** ******* ***

Desired Settlement: I do think that I should be redeemed for the difference of what they should have lasted in a check and or refund. This is twice!! Uncle Sam doesn't pay us that well and now I have to find a way to pay that credit card down. The tires were just over half the warranty of 65K. My **** Grand Cherokee had 36672K miles on it. Please correct this issue. You are a company that has been around for years and this is unsatisfactory.

Business Response: June 8, 2015

Better Business Bureau of Upstate Carolina

Attn: ***** *******

408 North Church Street Suite C

Greenville, SC 29601

RE ******** *******

BBB#: **********

Michelin File#: (********

Dear ******

We have received your email regarding *** ******* * ****** and we appreciate the opportunity to respond.

I have contacted ** ****** by phone twice to discuss his tire concerns for rapid wear, but was not able to speak with him. I left a voice message each time, explaining our warranty ( Michelin tires are covered for defects in workmanship and material for 6 years or the usable life of the tread, whichever would come first. The Michelin Latitude Tour tires are covered for mileage under an additional treadwear warranty for 65,000 miles. The appropriate adjustment on replacement tires would be extended as long as the tires have worn evenly and have been rotated according to the terms of the limited treadwear warranty).

*** ****** contacted us by phone on 5/23/15 to discuss his concerns about tire wear. Our represenative explained the warranty to the consumer and recommended that the consumer have an inspection for replacement tire assistance. *** ****** disagreed with our process and advised the represenative that he has no desire to replace his Michelin tires with our 3 brands, Michelin, BFGoodrich or Uniroyal. We advised the consumer that he has to replace with our brands in order to get assistance or pro rata, based on tire mileage etc. The consumer advised us that he has 36,000 miles on his tires and the consumer chose to repalce his tires with Goodyear tires. I also explained warranty information in my 2 voice messages.

Sincerely,

*****

Michelin Executive Reponse Team

6/3/2015 Problems with Product/Service
5/20/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
4/14/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased tires from ***** in ********* ** the tires came with a pro-rated 90,000 mile warranty. Are tires lasted 39,000 miles when we went to ***** we told them we needed our tires prorated and they told us our warranty was void, due to the fact that our tires were underinflated and not rotated. we have air sensor on our car so that is false. when speaking with ***** Austin at ***** he told us we needed to contact Michelin, we did so and they only offered us 65% of the prorated warranty which we did not get to 50% of our tires. The Accusation are incorrect and the warranty should be honored and we have wasted fuel and time off of work to handle this issue. My wife is driving with drangerously bald tires with our 4 children in the car, I am done dealing with Michelin and will tell everybody about there overpriced tires and warranty from here on out.

Desired Settlement: money back for false advertisement

Business Response:

March 19, 2015

 

Better Business Bureau of Upstate South Carolina

408 North Church Street, Suite C

Greenville, SC 29601-2149 

Attn: ***** ******* 

RE: **** ** ****

BBB ID #: ********

Michelin File #: ******* 

Dear *****, 

We received your email regarding *** **** ** **** and appreciate the opportunity to respond.

We were contacted by *** **** on March 17, 2015 regarding rapid wear on his Michelin Defender tires on his 2009 ***** Odyssey.  We called ***** on March 17 and ***** advised there were 2 Defender tires on the front of his vehicle that had irregular wear.  The tires measured 1/32” on the outside and inside shoulders and 4/32” in the center.  This type of wear pattern is the result of underinflation and voids the mileage warranty.  In order for the mileage warranty to be valid, the vehicle and tires have to be maintained.  In this case nothing was due under the terms of the Michelin warranty but as a courtesy we extended to him a 35% goodwill discount on replacement Michelin tires.  *** **** declined our offer of assistance on the 2 tires.  However, we are willing to hold the 35% discount offer open until March 31, 2015 if *** **** changes his mind.

Thank you,

***** ****

Executive Response Team

Michelin North America

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

We received less than 50% of the gurantee. ***** is trying to say that the tires are under inflated. It is a flat out lie and a scam. We have sensors on my wifes van and have never let the tires go flat or low. We also. Have a *** member ship that offeres us free air. Being that we have 4 children we go to *** alot at least once a week. It takes 5 min to use the free air system. The only time we have added air is when we got a nail in the back tire. My wife maintaines her oil changes and they also fill up the air in the tires. There info is incorrect. My dad has used nothing but michellin tires his whole life but has recently changed to BF Goodrich due to the fact he has had the same problems with the tires he bought for his van. I dont know why but they seem to be slapping a known name on a piece of garbage to try and make a quick buck. They are 0 for 2 with my family. My wife cannot drive her car due to the fact that her  "great tires" have failed her less than 1/2 way through there life. I now have to buy her new tires from somewere else at an expense that i didnt plan on spending for at leas another 2 years. Because im not putting my family at risk like they are. So in closing there name will be spread around and my fleet vehicles alll 25 of them will no longer use there tires eigther 


Regards,

**** ****

Business Response: April 13, 2015

Better Business Bureau of Upstate South Carolina
408 North Church Street, Suite C
Greenville, SC 29601-2149

Attn: ***** *******

RE: **** ** ****
BBB ID #: ********
Michelin File #: *******

Dear *****,

We received your follow up email regarding *** **** ** **** and regret to hear that he is not acceptable to our goodwill offer of 35% discount on the 2 replacement tires.  If *** **** disagrees with the inspection information being provided to us, he is welcome to seek out a second opinion from another authorized Michelin tire dealer.  The type of wear pattern exhibited in *** ****’s tires is caused by inflation pressure not being properly maintained.  Lack of rotation can also contribute to this type of wear pattern if tires remain on the front axle longer than the recommended mileage interval (6,000 – 8,000 miles).  The Michelin Warranty clearly states the tires must be worn out even across the face of the tread in order to qualify for a pro rata adjustment. If *** **** still has the 2 Michelin tires in question, he can present them to another authorized Michelin tire dealer in his area for a secondary inspection. Some other dealers in the area are **** ******* (or ***), and ******** **** Co. Once the dealer has inspected the tires, they can contact our Consumer Care department at ************** to report the inspection. ** ****'s case number is the phone number we have on file, *************

Thank you,

******
Executive Response Team
Michelin North America

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

im good. ***** has alread took responsibility for there mess up. They gave me a full refund on the tire. I have sence talked to a bunch of tire guys and they have told me how bad you guys are about your warrantys. This can just stick around against you for everyone else to know. HORRIBLE WARRANTY AND SCAM. that is all.

Regards,

**** ****

4/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased Michelin tires which included taxes, etc, as well as extended warrenty with ***. My grand total was just under $1,000.00 which I paid off with no interest via ***, Jan 2015. Two of the current tires are almost completely bald. I was informed that Michelin stated that since I had gone 12,000 miles without rotating or balancing they would not cover said tires. What should be noted above all, is that I purchased my SUV new in 2002, have maintained said SUV during this entire time, so much so that I have 356,000+ miles on th odometer. I don't believe that this SUV could have lasted this long if I did NOT maintain it. This is the 2nd set of the same tires (others purchased via ******** ****) and I had no issues with previous tires. I take my car in every 5,000 or so miles for an oil change as well as rotate and balancing. I have to say honestly, I have lost track on how many sets of tires I have gone thru with my ********** over the years and I have never had such an issue. I now have to purchase NEW tires only after having these for less than 1 1/2 yrs because Michelin can't see fit to take care of me as their receiving customer. I do not blame *** for this. But I do blame Michelin for the poor workmanship done with said tires and also poor care with customer service. I am outraged that I have to get new tires. I will however make sure that everyone I talk to will be warned to never purchanse from Michelin. I am still somewhat in shock of their flippit way of customer service. I paid too much money for these tires to be treated in this manner. During our recent ice/snow issue here in ** my car gave me the feeling with the said tires that I was driving in a deathtrap swerving all over the roads. And I am used to bad roads, I grew up in the north so I know how to drive in this type of weather! I wish I had known that the Michelin company didn't care about their customers before I sunk more money into tires last year!

Desired Settlement: I believe under the circumstances, Michelin should have to replace all 4 tires now at their expense.

Business Response:

April 1, 2015 

Better Business Bureau of Upstate South Carolina 

Attn: ***** ******* 

*** ***** ****** ******* ***** *

Greenville, SC 29601-2149 

RE: ***** *******

BBB ID#: ********

Michelin File #: *******

 

Dear *****, 

We received your email regarding Irene Deshazo and appreciate the opportunity to respond.  We do not have a record in our system that we were contacted by *** regarding the condition of *** *******’s tires. *** is an authorized Michelin tire dealer and has full authority to extend a warranty credit as long as the tires have worn out evenly to 2/32” and the other terms and conditions of the warranty have been satisfied.

We called *** and the Manager (Jessie) who waited on her was off. We spoke with ****** who found her invoice in their system and advised the Michelin tires were replaced with a competitor’s brand. The Michelin warranty clearly states that if there is a credit due under the terms of the warranty it would have to be back into Michelin tires. Therefore, we will not be able to consider any credit to *** *******.

Thank you,

***** ****

Executive Response Team

Michelin North America

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 


Regards,

***** *******

3/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a set of Michelin Pilot Sport A/S Plus on 1/13/2014 for my 2004 ***** *****, these are the 2nd set in a row that i have purchased i love them never had a problem with them until now. i had my car inspected 2/12/15 and failed due to the need for new tires, now they said i still have 6/32 tread left but the tires are cracking/chunking from the inside out. I have called customer service and they are willing to do a 50% refund towards the purchase of a new set. I think this is insufficent as the tires are apparently defected and and its not a issue of tread wear. I travel daily with my wife and two kids basically putting our lives at risk with now the chance of blowing out a tire or two until i am able to get them replaced which is becomimg a headache in itself with getting Michelin in contact with Sears and vice-versa to authorize the discount. Again i have never had a problem with Michelin tires before and would love for you to do the right thing by standing by your product and instilling that confidence i have in your prodcut that has waned due to recent events.

Business Response: March 2, 2015

Better Business Bureau of Upstate Carolina
Attn: ***** *******
408 North Church Street Suite C
Greenville, SC 29601
RE ***** ******
BBB#: ********
Michelin File# *******

Dear *****,

We received your email regarding *** ***** ****** and appreciate the opportunity to respond.

We show on file that *** ***** ****** contacted us about his tire issues and concerns and we discussed replacement at a 40% adjustment into replacement Michelin tires. *** ***** ****** express to us that he was satisfied with the pro rata percentage and asked our representative for additional percentage off. So, we increased the amount to a 50% on replacement tires, per *** ***** ****** request through ***** **** Center. We provided ***** **** Center with authorization to replace *** ***** ****** tires at 50%.

If a tire is determined to be a warrantable condition, we will make an adjustment based on the unused portion of tread or mileage per the stated warranty. That means if a tire has 50% of the tread remaining, you will receive a 50% discount toward  the purchase of new Michelin tires. Per the dealer's inspection of *** ******' tires, they were worn 50%, thus the 50% discount offer. You will be responsible for the dealer services and taxes.

Sincerely,
*****
Michelin Executive Response Team

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

Regards,

***** ******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

This is unacceptable being that this "defect" caused me to fail a safety inspection which in turn caused me to miss time at work to resolve as well as the unexpected expense being that I had atleast 60% tread life left. Add this in addition to the mental anguish of driving on tires that have been deemed unsafe and could blow out at any time I think a full refund is atleast in order.
Thanks 

Regards,

***** ******

Business Response: March 9, 2015

Better Business Bureau of Upstate Carolina
Attn: ***** *******

408 North Church Street Suite C
Greenville, SC 29601

RE (***** ******)
BBB#: (*********
Michelin File#:*********

Dear *****,

We received your email regarding *** ***** ****** and appreciate the opportunity to respond.

We have attempted multiple times by phone to contact  ********* to discuss his tire concerns for wear. We ended up leaving *** ****** several messages that we would reconsider the offer of 40% to a 60% adjustment discount. We also sent *** ****** an email about the percentage change. As of today, he has not returned our phone call or sent an email reply.

Sincerely,
*****
Michelin Executive Response Team

3/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am outraged over the treatment I have received from Michelin. There customer service is horrific, and representatives are completely untrained, unprepared to assist, and every time I call I get different information that completely conflicts with what the last representative conveyed to me. I originally contacted Michelin to discuss a warranty issue, I wanted to pursue a warranty claim because the car had less than 40,000 miles and the tires were worn even though they were properly maintained )(rotated regularly), supposedly the warranty on the Michelin tire I had was good for 60,000 miles. They gave me information about starting a claim, which first involved getting my tires inspected by an authorized dealer to see if I was eligible for a discount. I went to a local ***** about two weeks ago for the inspection which they performed, ***** spoke to Michelin and advised me I would be eligible for a discount on the new tires. They gave me a choice of three brands I could get for tires 1) Michelin 2) BF Goodrich 3) Uniroyal. I opted for the BF Goodrich because of the price. I got the BF Goodrich, had them for one day, went back to ***** to complain the tires didn't feel right and I felt like the they were vibrating. I told them I wanted to return them for Michelin tires. I was outraged to learn that because it was BF Goodrich and not a Michelin Tire that I would not be eligible for a refund. I was confused with ***** explanation regarding a refund so I called Michelin to ask them about this. They said they have a specific rule called the 1/1/1 rule and that I would be able to get a refund and that all I would have to do would be to call * ***** and have them call Michelin directly, this was according to a rep named *****. I went back and forth with *****, they finally called Michelin and they advised me that no, the representative ***** I had spoken to was wrong, that I would not be entitled to a refund after all because BF Goodrich tires don't have a 30 day satisfaction guarantee. So I called back, spoke to **** from Michelin who said that no, in fact I wouldn't be eligible for a refund and that the last representative was wrong. He basically talked down to me, didn't hear me out, and made it sound like I was completely wasting my time. I didn't like his tone so I decided I would call back to complain about **** and his lack of empathy. I spoke to ***** at Michelin this time who assured me that if the tires felt like they were vibrating, then there were no issues, no more run around, he said you are definitely entitled to a full refund, just fax over the invoice which I did. I ended getting a call today from ****** at Michelin who said that I was absolutely NOT entitled to any refund, that the rep. I spoke to was wrong, that there was absolutely nothing else anyone could do, there would be no refund, that I did not tell ***** about vibration and that according to *****, I didn't like the way the tires drove, and therefore I would not be eligible for a refund. I explained to her that Michelin has no clear policies and procedure in how they communicate with customers. I told her that it's unethical for there to be such inconsistency in how information in conveyed to a consumer, one rep tells you absolutely yes, you are entitled, to a full refund, you call back get a different rep. and they say no, absolutely not, no refund. So in total, I spoke to four reps at Michelin after I returned the tires, 2 said yes I was eligible for a full refund on the BF Goodrich tires, , 2 said I was not eligible for a refund. What kind of company runs a business that sells such a pricey item like a tire with no system or clear policies in place?? How can you return an item that is unsatisfactory and get no refund?? The tires are no longer on my vehicle, they have been returned and now I have to pay for them? It makes no sense, and Michelin gives the consumer inconsistent information that is confusing, false, and misleading. I am asking for a full refund of the shoddy tires I was sold.

Desired Settlement: I am seeking a refund on my credit card for the BF Goodrich tires I purchased and returned after only one day of owning them.

Business Response: March 10, 2015

Better Business Bureau of Upstate Carolina
Attn: ***** *******

408 North Church Street Suite C
Greenville, SC 29601

RE (******** *****)
BBB#: ( ******** )
Michelin File#:(*******)

Dear *****,

We received your email regarding *** ******** ***** and appreciate the opportunity to respond.

We contacted *** ******** ***** yesterday and discussed her tire concerns. We discussed the BFGoodrich Warranty and advised her that comfort is not covered under the BFGoodrich warranty. The BFGoodrich Passenger and Light Truck Tire Limited Warranty covers your tires against defects in workmanship and materials for the life of the original usable tread, or six years from date of purchase, whichever comes first. After discussing with the consumer, we acknowledged the miscommunications and agreed to reimburse *** ******** ***** at full price, after prorating her BFGoodrich tires into Michelin brand.


Sincerely,

*****
Michelin Executive Response Team

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

******** *****

2/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bought 4 305/55/20 BF Goodrich Mud-Terrain KM2 tires. Had a blowout on right front from tread separating from tire. Changed tires to tires that came on truck. Five months later wanted to put aggressive tires back on for hunting season so I bought two more BF Goodrich 305/5/20 tires and used two of the original tires to go on truck. Three months later one of the original four tires separated and caused damage to truck. BF Goodrich has had issues with tire tread separation. All i wanted was for BFG to refund for 6 tires I bought and pay to have truck damage repaired. BFG agreed to pay for repairs and and 65% of cost of the one tire. I now have bought 6 BFG tires and 2 have separated and caused damage to my truck. I have researched about BFG tires and found numerous complaints with dissatisfied customers having the same issues. Search BF Goodrich tires separation and you can see the complaints. It is not an issue of the money it is a matter of principle. What if my wife had been driving my truck with my 6 and 11 year old daughters in it?

Desired Settlement: I would like for BF Goodrich to pay to have my truck repaired and refund a percentage of tire cost. I did get to run the original tires around 9,000-10,000 miles. The two replacement tires were run for about 2,000 miles

Business Response: February 12, 2015

Better Business Bureau of Upstate Carolina

Attn: ***** *******

408 North Church Street Suite C

Greenville, SC 29601

RE (******* *****)

BBB#: (10433673))

Michelin File#: *******

Dear *****,

We received your email regarding *** ***** and appreciate the opportunity to respond.

Michelin's Consequential Damage Claim's department has spoken with *** ***** and agreed on a resolution for the damages to his vehicle and the tire in question. We also attempted to contact ** ***** to discuss his concerns for his remaining BFGoodrich tires, but after discussing with the tire dealer where ** ***** replaced his tires, they advised that ** ***** purchased competitor's tires. We unfortunately are not able to provide any additional assistance once our tires have been replaced with a competitor's brand.

Sincerely,

***** *****
Michelin Executive Response Team

2/9/2015 Problems with Product/Service | Complaint Details Unavailable
2/3/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: When I first purchased my vehicle in 2012 it had Michelin Pilot Sport Plus tires all the way around. The rear tires had bad cracking the front was not too bad, so I had the rear tires replaced with a new set of Michelin Pilot Sport Plus tires. Now my front tires have bad cracking plus chunking and my rear have cracking as well. The front tires were manufactured in 2011 and the rears in 2012, both have less than 40,000 miles and are less than 6 years old. Michelin's warranty "covers defects in workmanship and material for the life of the tread or 6 years from the date of purchase, whichever occurs first. With no proof of purchase, the warranty period is for 6 years from the date of manufacture (this is indicated in the DOT # on the sidewall)" (Michelin Website) From researching the issue online, I have found that I am not the only one who was had problems with these specific tires. I have had my tires inspected by a local ******** **** and have been in contact with Michelin regarding this issue. With the mileage, age and defect of the tires I meet the requirements of the warranty on these specific tires however, the only thing that was offered was 30% credit off new tires.

Desired Settlement: With the warranty that Michelin has for their tires and meeting the requirements of the warranty, I would like the cost for getting 4 new tires put on my vehicle covered.

Business Response: February 2, 2015

Better Business Bureau of Upstate Carolina

Attn: ***** * *******

408 North Church Street Suite C

Greenville, SC 29601

RE (****** Murray)

BBB# (********)

Michelin File # (*******)


Dear *****,

We received your email regarding *** ****** ****** and appreciate the opportunity to respond.

I have attempted several times to contact *** ****** by phone to discuss his concerns about his Michelin Pilot Sport A/S Plus tires. I ended up leaving a voice message, as well as sending *** ****** an email that we have contacted the local ******** **** Company, and spoke to ****** about his tires. After reviewing the previous offer of 30% with the dealer, I ended up changing the offer to a 50% adjustment (Goodwill) on new Michelin replacement tires. Also, I requested in my email that *** ****** contact ****** at his local ******** **** Company or call us if he need to further discuss his concerns.

Sincerely,

*****

Michelin Executive Response Team



Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

****** ******

1/12/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Michelin Advertised to have a $70 during 11/10/14---12/8/14, I purchased it at December 1, 2014, but my rebate was Denied by Michelin. The Submission ID is 1109560. I can't believe a big company as Michelin is lying on rebate!

Desired Settlement: Send me my $70 rebate

Business Response: ---------- Forwarded message ----------
From: <********************************
Date: Mon, Dec 22, 2014 at 5:02 PM
Subject: Re: You have a new message from the BBB serving Upstate South Carolina: complaint #********
To: ****************************

Hello ******!  

This is the first that Michelin has heard of this problem related to *** **** rebate.  As you know, all of our
rebates are handled outside of Michelin and those that are denied should have been forwarded to Michelin
for review.  Unfortunately, this one was lost somewhere along the way.  

Our goal is total consumer satisfaction.  In this case, we have called *** ** and left him a voice message
requesting a copy of the purchase receipt.  Once we receive the receipt, we will request a check in the
amount of $70.00 as a gesture of goodwill.  

We hope you find this within reason.  

Merry Christmas and Happy New Year to everyone at BBB.  
* **** *** *ll!!!!


***** *********
Consumer Care Manager
Michelin North America

************ work - ************ cell - ************ fax
*******************************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

I faxed the receipt to number in  the voice message at Dec 22, but didn't receive $70 from Michelin. 

Regards,

******** **




Business Response:

January 5, 2015 

Better Business Bureau of Upstate Carolina

Attn: ***** *******

408 North Church Street Suite C

Greenville, SC 29601 

RE ********* ***

BBB#: (********)

Michelin File#:(*******) 

Dear *****,

We received your email regarding ** ******** ** and appreciate the opportunity to respond.

I contacted *** ** this morning and advised him to allow 2-3 weeks to receive his $70.00 check. He was thankful for the phone, and the estimated time to receive his check.

Sincerely,

*****

Michelin Executive Response Team

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 

Regards,

******** **

1/12/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On 7/26/14 I purchased two Michelin ******* wiper blades from a local ******** Neither wiper blade lasted more than two months before entire areas of the windshield were either streaked or there was no contact with the windshield any longer at all. Please note I have purchased the same product before with excellent results. In this case the product was defective. The product numbers of the blades were ********** and ********** and had a combined value of $28.44. I still have the sales receipt for the purchase. On two occasions previously I have contacted Michelin via email through the Contact Us page on the Michelin website under the mailing address MICHELIN® Wiper Blades, *** **** ********* ********** ***** **** ********* ****** ******* ***** on URL h******************************************* Both submissions were acknowledged as received but neither has been responded to by Michelin since submitted quite some time ago.

Desired Settlement: I want the product warranty honored, as the product is defective, and the purchase price refunded. No response from Michelin is unacceptable!

Business Response: Dear ******

ID # ********

We received your letter of 12/31/2014 regarding Daniel Washington and appreciate the opportunity to respond.

We contacted *** ********** regarding the ******* Wiper Blades.  We offered to replace the wiper blades at No Charge to him.  He was satisfied with the resolution.  We have mailed the new wiper blades to him.
We hope that you agree that this situation has been resolved.  Please let us know if you require additional information.

Sincerely,

**** ******
Executive Response Team
Michelin North America

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

I received the new blades via UPS yesterday although they have not yet been installed. Thank you!

****** **********

1/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased 4 Defender tires in June of 2014. These tires were advertised to get good traction in the snow. I have had Michelin tires for 10 years and the last set were Destiny tires. Never have I had a problem. I do not know why the tires will not grip at all in snow and not nearly as good as the destiny tires in rain. Michelin will not talk to me only the dealer that sold the tires. They have offered a 50% credit on the tires. The tires have 1/32 wear and although purchased in June they only have 4,300 miles on the tires. (looking at the purchase receipt). This vehicle was not driven much in the summer / fall due to situations. ******** **** verified the mileage and tire use of 1/32

Desired Settlement: I request that another set of Michelin tires that will give me acceptable winter traction be replaced with the current tires. If Michelin refuses to do this then larger credit should be offered for these tires and a discount on the new tires to make this right. If Michelin stands by their claim these tires should perform fine in the snow, I would like a representative to come out and test them with me in the snow. Our van was the ONLY (not exaggerating here) car that could not make it up our street with 1" of snow. Our neighbor's van did just fine with older all season dunlops. Perhaps these our defective? Michelin needs to care more about my concern. I have been a loyal brand customer and am very disappointed I am not receiving much help. If a representative comes out, I will line up all of my vehicles and my family vehicles to show our entire family prefers Michelin tires and deserve more consideration. Thank you very much for your review.

Business Response:

January 6, 2015

Better Business Bureau of Upstate Carolina

Attn: ***** *******

408 North Church Street Suite C

Greenville, SC 29602

Re (**** ********)

BBB#: (*********

Michelin File#: ********)

Dear*****,

We received your email regarding *** **** ******** and appreciate the opportunity to respond.

I contacted*** ******** yesterday and discussed his concerns for wet traction on his Michelin tires. I discussed our warranty and what it covers (The Passenger and Light Truck Tire Limited Warranty covers your tires against defects in workmanship and materials for the life of the original usable tread, or six years from date of purchase, whichever comes first.) I advised the consumer that wet traction is not a covered condition. After explaining ou

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.  Michelin responded quickly and professionally.

Regards,

**** ********

12/1/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: this is the third time i have had to purchase tirs from michelin. on all purchases i was within the warranty period and did low mileage. the first time i had to replace a tire was 2010 for one tire which went bald. the second time i replaced tires was in 2011 because the tires i was told had dry rot - sears in staten island did the replacement -- michelin gave me a discount on the new tires instead of replacing them without a charge -- again i was within the warranty period and did low mileage. I didn't know then that i could file a complaint against michelin and try to get a reimbursement. I purchased my car new in 2003 and to date have 84,000 miles . during my last inspection in september 2014 one tire did not pass inspection so i had to purchase a new michelin tire. a day after i did this someone told me to try and get a refund. i told the service place and they did not keep the tire and said michelin would not do anything unless they saw the tire. i have three additional tires the service place measured the tread thatshow are worn down so much that i need to replace all three tires. (my car skids when it is raining.) these tires are 3 years old and again i drove low mileage. a claim was opened with michelin and they told the service station that they may give me a 50% or 40% discount depending on how the tires look. I called michelin and they told me they would not give me the tires for free even though i did low mileage and they were under the six year warranty. This is unheard of -- not only should a get free tires for this time but i should get a total refund for 2011 --. How can such a big compamy rip off customers . these are expensive tires. to replace theses tires even with a discount would cost me 2 weeks pay after they are put on. please help i have to replace theses tires soon -- snow will be coming soon and driving in the the rain my car doesn't handle the road well. Please help me. thank you. **** ****

Desired Settlement: refund on the all tires i already purchased over the years since they all fell within the warrant period and i did low mileage.

Business Response:

November 24, 2014

 

Better Business Bureau of Upstate South Carolina

Attn: ***** *******

408 North Church Street, Suite C

Greenville, SC 29601-2149

 

RE: ******* **** ********

BBB ID#:********

Michelin File #:*******

 

Dear******

 

We received your email regarding *** **** **** ********, complaint ID # ********, dated November 16, 2014, and appreciate the opportunity to respond.

On November 17, 2014, one of our Supervisors spoke with *** ********.  She requested that we replace her 3 tires at no charge. We explained to her that she had received 23,000 miles of usage on her tires. The mileage warranty on the Michelin Pilot MXM4 tires is 50,000 miles. We initially offered 45% discount on the tires given they were not completely worn out. She was not happy with the offer so we increased the offer to 60% discount as additional goodwill consideration.  She accepted the offer.

Sincerely,

 

 

***** ****Executive Response Team

Michelin No

11/17/2014 Problems with Product/Service | Complaint Details Unavailable
11/7/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Bought ** ******** tires back on September 13th, 2014. ** ******** was offering a rebate of $50.00 for these tires, and said on their website that I would recieve my Visa rebate card between 4 to six weeks. I have not gotten my card, NOR has it even been mailed yet. It has been OVER six weeks, and my rebate is still in the "processing" mode, per their rebate center site, which I checked to see my update this morning. I called MOnday to see why I STILL had not gotten it, and was told that they were "overwhelmed" with rebate requests. They said when it does get mailed out, allow ANOTHER 7 to 10 days to get it, which would make it well over the 4 to six weeks as promised per their rebate information. I feel this is false advertising, the company had a duty to inform their customers if they could not fullfill the rebate ontime, which apparently they already had known, based on my conversation on Monday. I would not have bought these tires if I knew my rebate was going to take almost two months. On top of that, I got this email when I finally reached the "processing" part of the rebate, rather than the "submitted" part:Dear ***** *****,Congratulations! Your recent ********** tire redemption has been approved and your ********** Reward Card will be sent to you shortly.If you do not receive your Reward Card within three to four weeks from the receipt of this message, please contact the support team by emailing us at ************************.com or by calling **************. Support is available Monday through Friday from 8:00 a.m. to 8:00 p.m. Eastern Time.Sincerely,The ********** Fulfillment ****************************.com************** SO I HAVE TO WAIT ANOTHER THREE TO FOUR WEEKS TO MAKE SURE IT CAME, and only then call? This is such false advertising, and a joke! I asked customer service when would it be mailed, and was told, soon, but that she did not know! I told her this was false advertising.

Desired Settlement: I WANT MY REBATE CARD NOW AS AGREED UPON WITH MY ORIGINAL SUBMISSION AS PROMISED IN FOUR TO SIX WEEKS!!! It has been OVER six weeks, and has NOT been mailed!It says right on their redemtion site under faq's: if you redeemed online allow four to 6 weeks to receive your reward card.

Business Response: Dear ******

We received your email regarding***** ***** and appreciate the opportunity to respond.

***** ***** did submit an online redemption for the ********** 2014 Fall Promotion and the submission was entered via the Reward Center website on 9/13/14.

The consumer called our ********** *********** ****** to verify the status on 9/18 and again on 10/27 to verify the status of the reward.

 We informed *** ***** that the reward was exported and on the way to the consumer.

We understand that the delivery this week is past the normal rebate processing time frame of 6 weeks, however *** ***** was told that her submission was being processed.

Our promotions fulfillment center processed the reward card for mailing on 10/24, and *** ***** can expect her reward any day now.

If there are additional questions, please do not hesitate to contact us.


******* ****
Executive Response Team
Michelin North America
***** **** ****

Consumer Response: ****** I have received my rebate card finally.

Thank you for your help with this matter.

Sincerely,

***** ***********

11/6/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: i purchased a 4 year old zr1 corvette with 12,000 miles on it and it had brand new tires. I noticed on highway that it had a bad vibration so i took it to the ***** dealer, they performed a road force balance and discoved it had one bad tire, they** spec is 15lbs or less this came in at 48lbs, they tried to rotate the tire on the rim but it did not help. they were not able to order a tire so i went to mr tire a local dealer, they were not able to get a tire either. So to be able to drive my car i ordered one at discount tire direct order number 10024707 and had it installed at the ***** dealer. Michelin will now not warranty my tire cause i cant take my car 6 states away and have discount tire inspect the tire, that the readings from the local ***** dealer are not good enough even though the ***** dealer was not able to order a tire for me. The tires are Michelin Pilot sport ps2 run flats, P285/30R19 and run $660 a piece. For this price they should not have a out of balance issue and should warranty it if they do.

Desired Settlement: i would like an supervisor from michelin to call, speak to me and leave a call back number so i can talk to them if i dont answer, that way maybe they will understand why i didnt take the tire to the place of purchase to get inspected instead of leaving me voice mails that say next time take the tire where you bought it and we will warranty it.

Business Response:

Better Business Bureau of Upstate South Carolina

Attn:***** *******

408 North Church Street, Suite C

Greenville, SC  29601-2149

 

RE:  ***** ******

BBB ID#: ********

Michelin File #: ******* 

Dear****** 

We received your email regarding ***** ****** and appreciate the opportunity to respond. 

*** ****** purchased a used vehicle and had vibration after purchasing the vehicle. There are a number of mechanical issues that can cause a vibration issue.   Also, it is possible that an imbalance issue with a tire and wheel could be the source of the vibration.  *** ****** did not allow us the opportunity to assist prior to purchasing a replacement tire online. 

I contacted *** ****** and requested him to surrender the alleged tire to the ********* car dealer and send me a copy of the invoice for the new tire.  We will refund him the amount due under the terms of the warranty. He accepted my offer. 

If there are additional questions, please do not hesitate to contact us.
Sincerely,

******* ****

&n

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

***** ******

10/28/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a new car equipped with Michelin Latitude tires, 225 60 R18. I had 11 thousand miles on the tires and one sidewall blew out. There was no road hazard involved, I did not hit anything and the tire just fell apart. Because my***** Crosstour is an AWD, I was told that I could not just replace one tire, but had to replace all 4. I called Michelin and was told there was nothing that could be done. I replaced all four tires and it cost me $716.00. I am 62 years old and have never had a tire fail like that. The tire was defective without doubt.

Desired Settlement: I would like Michelin to do the right thing and issue a refund for the costs I incurred.

Business Response:

Better Business Bureau of Upstate South Carolina

Attn:***** *******

408 North Church Street, Suite C

Greenville, SC  29601-2149

 

RE:  **** ******

BBB ID#:  ********

Michelin File #: *******

 

Dear ******

 

We received your email regarding *** **** ****** and appreciate the opportunity to respond.

 

*** ****** contacted our office regarding a sidewall "blowout" on one the Michelin Tires installed on his 2013***** Crosstour.

 

Our warranty covers the tires for defects in workmanship and material for 6 years or the usable life of the tread, whichever would come first. Sidewall damage or injuries are conditions beyond our control as a manufacturer and not covered under the limited warranty.

 

*** ******** vehicle is a all-wheel drive vehicle and for all wheel drive vehicles, it is recommend to follow the OE manufacturer's guidelines.   *** ****** contacted our office after he had already purchased a competitor's tire.  The tire match-up requirements is not a warrantable condition however any goodwill extended to the consumer  would be based on the new tires being one of our products.

 

We left a voice message for *** ****** to call us back. 

 

As a one time exception, we will refund *** ****** $150.00 which is equal to  the price of one of the competitor's tires.  This will cover the cost of the tire that lost air. 

 

If there are additional questions, please do not hesitate to contact us. 

 

Sincerely, 

******* ****

Michelin North America

10/17/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I had contacted Michelin on my car tire warranty on September 2nd/3rd. Michelin representative confirmed that that I can get a warranty discount of 50% on all four tires. I checked with ******** **** in******* ***** ****** *** ***** ** and they also made a call to Michelin and confirmed the same, and requested me to come anytime for tire purchase. On Saturday 10/09, I purchased 4 tires from ******** **** expecting the warranty discount. ******** **** called Michelin but calls were unresponsive and they informed me that Michelin is closed on Saturday, but I can purchase now and will settle warranty claim on Monday, which I agreed and went ahead with purchase. Invoice******* for $503.83.I am shocked to know on Monday 10/13 that Michelin is not honoring the agreed warranty claim. Two reasons - 1. Original warranty should be claimed within 14 days. 2. Call should be made to Michelin prior to purchase. First, Michelin had NEVER informed me that warranty should be claimed within 14 days. How else do that expect customers to abide by the hidden rule?Michelin showed flexibility on second point, where they agreed to rebill on the new date, however, with much reduced warranty (20% on 2 tires, 0% on remaining 2 tires), which I did not accept.

Desired Settlement: Once warranty is agreed, Michelin MUST honor the claim. Hidden conditions such as 14-day period should be revealed to customer, which was not. Warranty agreed cannot change from 50% for 4 tires to 20% on 2 tires, 0% on remaining 2 tires in a 30-day period. Requesting 50% refund on 4 tires which was billed at $97 per tire excluding taxes based on ******** **** invoice 1966045. Thank you!

Business Response:

Better Business Bureau of Upstate South Carolina

Attn: ***** *******

408 North Church Street, Suite C

Greenville, SC  29601-2149

 

RE: **** ******

BBB ID#:  ********

Michelin File #:*******

 

Dear ******

 

We received your email regarding **** ****** and appreciate the opportunity to respond. 

*** ******** tires are covered under the terms of the Original Equipment Michelin Passenger and Light Truck Tire Limited Warranty against defects in workmanship and materials for the life of the original usable tread, or six years from date of purchase, whichever comes first. At that time, all warranties, express or implied, expire.  The original equipment tires on all 2007 model vehicles expired in 2013.    In addition to the tires being out of warranty, the original equipment tires prior to 2011 do not included a mileage warranty.   The tread depth measurements on *** ******** vehicle did not meet the terms of the warranty, however we did agreed to extended a 50% goodwill discount to *** ******. 

When a goodwill discount is extended to a customer, we normally provided a deadline to accept the offer.  Our records do not show that this was explained to *** ****** as he stated. 

We spoke to *** ****** on October 14, 2014 and apologized for how his claim was handled.   We have requested a check in the amount of $194.00 to be mailed to *** ****** and he accepted our offer. 

If there are additional questions, please do not hesitate to contact us. 

Sincerely, 

******* ****

Michelin North A

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.  

 
Thank you very much for your assistance. 

Regards,

**** ******

9/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Defective tires not replaced; warranty misleading I purchased 4 new Uniroyal Tiger Paw tires in mid 2011, paying extra because they had a 60K mile warranty. The first one failed at about 32K miles due to a defective belt that bubbled. Uniroyal "split the cost" of replacement under their warranty so I had to spend another $100+. The second tire is failing from the same problem at 46K miles. When I called customer service all I got was a run around and the clear message that we would be "splitting the cost" again. The rep gave me a long spiel about how the mileage didn't apply in cases of manufacturing defect, but wear did. Wear doesn't apply only if it wears out before the 60K warranty. Huh? That makes no sense and is totally misleading. I spent more than the other brands because I thought I was buying a quality product that was guaranteed for 60K miles, not junk with a 50% failure rate. I could have gotten that for much less.

Desired Settlement: Refund of the $100+ I spent to replace the first tire that was faulty, and refund of the total cost of the 2 failed tires. I'm happy to pay for the other two since they seem to be alright.

Business Response: Hello*****,

We are reviewing this case. The reasoning for the late response is that we had to wait to hear from the BBB if this was indeed a valid case as it was 4 years old from *******.

You should receive an official response from us shortly.

Thank you

****** ********
Executive Response
Michelin North America

Business Response:

Better Business Bureau of Upstate South Carolina

Attention:***** *******

408 North Church Street, Suite C

Greenville SC 29601-2149

 

RE: Consumer:  ** ********

BBB ID# ********

Michelin File #: *******

 

Dear ******

We received your email regarding ** ********** complaint.

We are sorry that *** ******** had a problem with our product.  We provided a solution to the problem per the terms of our warranty.

*** ******** did not accept our offer and chose to replace our product with a competitor’s brand.

Unfortunately, replacing our product with a competitor’s brand is not covered by our limited warranty.  We are unable to assist with the purchase of a competitor’s brand.

 

Sincerely,

**** *****

Executive Response Team

Michelin North America

 

Case number: *******

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and have determined that this does not resolve my complaint. 

While their facts are correct - I did not choose to accept a replacement tire at a pro-rated price FOR THE SECOND TIME in far less than the 60,000 miles their warranty supposedly promises - they have once again overlooked the actual problem.

Why is there a 50% failure rate at less than 60,000 miles, when the warranty implies that these are quality tires good for 60,000 miles.  This is a deceptive practice and the public should be aware of this.

Yes, they are within the terms of their warranty, but the practice is still deceptive, dishonest and amounts to a bait and switch.

I fully expect that they will offer no refund, because they've made it abundantly clear that they do not care that they are producing a poor product and deceiving their customers.

However, I would like the BBB to post my complaint and responses so that the public is aware of this deceptive practice.

 

Thank you.

Regards,

** ********



9/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased a Michelin motorcycle tire from a distributor (sport bike track gear) and ran the tire on a closed course with no obstacles or debris on the track. I ran this tire with the tire pressure and tire warmers as the manufacture recommended. I took the tire/motorcycle out and ran only 12 laps on the first session in the morning and 13 laps on the second session later on that morning before it became warm outside. When I came back to the pits I noticed that the tire had three quarter size chunks missing from it and it appeared to be unsafe. I contacted ***** **** ***** gear who then contacted Michelin about the safety/defect issue. They responded with the following: Looks like he chunked out a bit of the tread, probably as a result of running over some debris on the track (who knows what), although they will always swear on their mother's grave that it's impossible that they ran over something and damaged the tire, it MUST be a defective tire. Nothing that can be done really.Seems not only condescending to a customer but also like they could be avoiding a safety issue. Thank you.

Desired Settlement: Replacement of defective tire with explination.

Business Response:

08/19/2014  

Better Business Bureau Of Upstate South Carolina
Attn: ***** *******

408 North Church Street Suite C 

Greenville, SC 29601
Re (**** ************) 

 

*** *** ***********

????????????????????

Michelin File# (*******)

Dear ****** 

We received your email regarding **** ************ and appreciate the opportunity to respond.

I attempted to contact *** **** today to let him know that any warranty or assistance on Michelin Competition tires (Michelin Power Slick Competition tire)  is handled strictly through the racing distributor that sold him his tire. Consumer Care does not get involved with tire issues for competition racing tires. I ended up leaving *** **** a voice message to contact us if he has further questions or concerns. 

Sincerely, 

*****

Michelin Executive Response Team

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and have determined that this does not resolve my complaint due to me contacting the distributor and the distributor contacted them.  

They are playing circle games. 

Regards,

**** ************


Business Response: ******

As the consumer is currently in another country, we are determining the best way possible to address his situation. We have sent him the email below in an attempt to offer Goodwill towards his concern. ** ************ has replied with providing us his invoice so we may be able to reimburse him on a one-time Goodwill concession.

****, we are sorry that you had a problem with a tire installed on your bike. 
 
The pictures provided appear to be some type of damage caused to the tire, however it is difficult to do a complete inspection from a picture.
 
As we stated previously, our department does not handle the warranty on motorcycle race tires. 
 
Your satisfaction is important to us.  As a one time goodwill concession we will refund you the price of the tire.
 
Please provide us with a copy of the invoice for the new tire with your complete mailing address. 

You may scan the invoice as an attachment to this email or fax to ***** ********.  Please reference CASE ID*******.
 
 
Our mailing address:
 
Michelin NA
P. O. Box 19001
Greenville, SC 29602-9001
Consumer Care E Wing 

Again, we appreciate your business and for your service to our country.

It is our goal to ensure that your issue has been resolved or your question answered to your satisfaction. If we can assist you further, please respond to this email or call us at ************** (toll free) between 8:00AM and 8:00PM Eastern Time Monday through Friday or between 8:30AM and 4:30PM Eastern Time on Saturday.

Sincerely,

*******
Consumer Care Department
Certified Michelin Product Expert


Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and have determined that this does not resolve my complaint.  

Michlen wants me to buy another one of thier tires that I was not happy with to begin with.  They want me to purchase this tire with my money and then they will give me that money back. 

What kind of sense does that make?   
 
Regards,

**** ************



8/18/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Submitted a rebate for 4 Michelin tires that I purchased from and installed by **** tires and was denied. Reason being the dealer was not one of the participating location. But on the ads it clearly states **** is one of the dealers

Desired Settlement: I would like my $70 prepaid card as promised

Business Response:

Better Business Bureau of Upstate South Carolina

Attention: ***** *******

408 North Church Street, Suite C

Greenville SC 29601-2149

 

RE: Consumer:*** **

BBB ID# ********

Michelin File #: *******

Dear ******

We received your email regarding *** **** complaint.

**** ********* **** was not having a tire promotion at the time of purchase.   However, we will send a $70.00 rebate check to the customer for goodwill satisfaction.

Sincerely,

 %

8/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have two tires on a car I just bought 2 months ago. One tire is bald the other is almost there. I want a replacement under warranty. I called michelin to inform them of the problem. I was told to take it to an authorized dealer, the dealer said it was abnormalwear and tear on the tires, which is wrong. I have all repair and matinence records for the car which show the tires being rotated, the last tire rotation was 7 months ago. I was only offere a 37% discount. The warranty should cover full replacement.

Desired Settlement: I desire a full replacement of the two tires.

Business Response: ******

We have already addressed this concern through the BBB back in March 2014. Our records indicate that we made a Goodwill offer through an authorized Michelin dealer on 2/14/14. The dealer called us again on 3/31/14 to get the authorization code, which we gave, to adjust the 2 tires at a 63% charge. This again was on a goodwill basis as the tire's condition was irregular wear and is not warantable.

Below is the letter we sent in March and is also our response today.

Thanks

**


Letter faxed to BBB

03/02/2014



Re:  Case # ********:  ****** ******

Hello******

We have received the information regarding****** ******. We welcome the opportunity to respond.


Our records indicate *** ****** purchased a 2012***** Pilot approx. 2 months ago.  The mileage at this time is approx. 27,000 miles.  The 2 front tires have tread depth readings as follows:

LF measures .5, 4.5, 4.5, .5/32 tread remaining

RF measures 0, 3, 3, 0/32 tread remaining


Our Michelin Passenger and Light Truck tire limited warranty covers manufacturing defects in workmanship and material for 6 years from date of purchase OR until the tires wear out, whichever comes first.  Tires that are presented to a tire dealer for warranty consideration are pro rated based on the remaining tread depth.  Tires are worn out when they reach 2/32 of an inch remaining.  Based on the information we were given from ******* ** **** **** **** (see above) the tires are worn out and need to be replaced.  Also, our warranty covers the original purchaser of our tires, and is non-transferrable.


As a gesture of goodwill, we offered a 37% discount to assist *** ****** in the purchase of 2 new Michelin tires.  Our offer was refused as she feels we should replace her tires at no charge. 


We feel you will agree that our offer was fair, since she is due nothing under our limited warranty coverage, and we still offered a discount to try and assist her. 



Please let us know if you need additional information.



Sincerely,

*****
Consumer Care Department
Certified Michelin Product Expert


Case number: *******

8/4/2014 Problems with Product/Service | Complaint Details Unavailable
7/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In March I received a letter, dated January 6, 2014, from Michelin indicating my LTX M/S tires were part of a voluntary recall. As suggested, I contacted my local **** dealer to have the tires replaced. Unfortunately there was nothing **** could do because the Michelin replacement tires were on back order. It's now July 14, 2014, and I'm still waiting for the replacement tires. I'm a patient man, but seven months is unreasonable. I've called the Michelin hotline and spoken with customer representatives twice. Both said Michelin was making progress on this particular issue. They gave me some choices of other tires but I told them I want the Michelin brand. Since then, I've been unable to contact anyone at the hotline number.

Desired Settlement: I would like my tires replaced by Michelin. The **** dealer here in my town has been very patient. Still, the tires are showing signs of cracking on the sidewalls with just 22,000 miles on them. I want them replaced, but I don't think I should foot the bill. I understand the winter was extremely rough on tires and manufacturers have worked hard to get tires in circulation. I just want the tires replaced so I can feel secure riding in my vehicle.

Consumer Response: ---------- Forwarded message ----------
***** ******* ***** ************************* ***** **** *** *** **** ** **** ** ******** *** *** **** * *** ******* **** *** *** ******* ******* ***** ********* ********* ********* *** ****************************** ******************************

To whom it may concern:

The business did contact me and hopefully we will fix the problem.  I will send a follow-up email once the issue is resolved.  I appreciate your help.

Sincerely,

******* * *****

Business Response:

July 21, 2014

Better Business Bureau of Upstate South Carolina

Attention: ***** *******

408 North Church Street, Suite C

Greenville SC 29601-2149

 

RE: Consumer: ******* *****

BBB ID# ********

Michelin File #: *******

 

Dear ******

 

This is to advise that we have been in contact with ** ***** and with the **** dealer.

We are providing replacement tires for ** *****’s 2011 **** van through ****** ****, Inc, in ********** **.  The tires are being replaced at no charge to ** *****.

We expect the process to be completed this week.

We apologize for the delay in getting ** *****’s tire issues resolved.

 

Sincerely,

**** *****

Executive Response Team

Michelin North America

 

7/21/2014 Problems with Product/Service
6/19/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased 4 (four) Michelin 205/55r16 defender tires on 4/19/14. Michelin promotion rebate of $70.00 was promised. All necessary copies were submitted on line 4/19/2014 to collect rebate. I emailed 3 times, called 2 in trying to collect this rebate; no rebate has been sent as of 6/4/2014. DT Michelin Offer #****** ******** **** Inv# *******. My ******** **** customer #*******. My email: ********************. Please help me collect this rebate of $70.00. I think this is a scam by discount tires!

Desired Settlement: I want a $70.00 visa prepaid card; just like the add stated, sent to my name asap. Thank you. Brian Bergin.

Business Response: June 17, 2014

Better Business Bureau of Upstate South Carolina
Attn: ***** *******
408 North Church Street, Suite C
Greenville, SC 29601-2149

RE* *** ***** ** ******
BBB ID#:********
Michelin File #: *******

Dear******

We received your email regarding *** ***** ** ******, complaint ID # ********, dated June 5, 2014, and appreciate the opportunity to respond.

We reviewed his complaint of not receiving the rebate from ******** **** on Michelin tires purchased on 4/19/2014 at Discount Tire. We checked with the ******** **** Fulfillment Center and were told that they did receive his submission request. They mailed him a $70 rewards card on May 7.  Consumer contacted them after May 7 and stated that the card was not received. They issued him a new rewards card on May 30 which has been activated and is being used. *** ****** is welcome to contact the ******** **** Fulfillment Center at ************** if needed.
Sincerely,

***** ****
Michelin Executive Response Team

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me. 

Regards,

***** ******

 
 
 
 
 
---------- Forwarded message ----------
From: Br Bergin <skyraider8@gmail.com>
Date: Fri, Jun 13, 2014 at 12:20 AM
Subject: Re: You have a new message from the BBB serving Upstate South Carolina: complaint #10078246
To: complaints@upstatesc.bbb.org


Please cancel this complaint. I received the debit card of $70.00. Thank you. Brian Bergin.
 

6/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 4/27/14 I had purchased 4 new Michelin Defender tires. Right at **** there is a Michelin sign that says $70 ********** with 4 new tires purchased. I had them installed there and I went online to do the rebate and got denied saying **** is not a participating dealer. I was told by **** that there is a rebate on the new tires. Then I called back Michelin Fulfillment center at************ spoke to **** and he basically said there is nothing he can do. In fact he even mentioned that **** wholesale is a discount warehouse and the tires are sold cheaper and hung up.I called **** ****(participating dealer on website that honors the $70**********, directly, in ********** ** and they charge $137 a tire. SO **** is not any cheaper per tire.....Very upset.

Desired Settlement: I would like the $70 mastercard honored.

Business Response: ******
Per speaking with the consumer on 5/27/14, she did advise to us that she has received her $70.00 rebate in the mail.

This closes our case with ***** *********.

Thank you,

****** ********
Michelin North America
Executive Response Team

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

***** *********


6/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In March 2009 I purchased 4 Michelin Hydroedge tires 17" for a 2007 Ford Five Hundred SEL Model at approximately 85,000 miles at ******** ***** in ************ ** and always followed up doing proper tire rotation.Today April 30, 2014 I went to the ******** ***** to do normal tire rotation at the ************ ** Location. Long story short, before the took my car in for rotation, the discount tire guy ****** *****? told me that he saw excessive cracks on all 4 tires but good tire tread and that my warranty of "5" years had expired.. ...he then told me that he could give me a break taking $40 off the tire and then added to me that if the tires were within the 5 year warranty that Michelin would replace all the tires for free. I just told him to rotate the tires. In the end they refused to rotate all 4 tires telling me that the car was unserviceable because all 4 tires had excessive and deep cracks throughout the tires and that they needed to be replaced a.s.a.p. because they had to much UV exposure???? Knowing that they lied to me about the warranty (I was under the 6 years or 90,000miles) I bought the tires 5 years ago and drove approx 55,000 miles on all the tires. I called up Michelin and said that I needed to get the tires inspected before they would do anything for me. I took it to a ***** Service center later that afternoon and they noticed as well the excessive tire cracking/rot with good tread in all 4 tires and reported back to Michelin Warranty Service Line. Michelin Warranty told ***** that I could get a 60% discount on 3 tires and 40% discount on one tire. Ridiculous when I paid just $700 for all 4 tires and maintained my car in an excellent manner. I drive 4 miles a day to and from work where my car is parked under a carport in the shade and at home is parked in an area where the sun does not hit.

Desired Settlement: I want full replacement of all 4 tires with the Michelin Defender brand including free labor for these Defective and Dangerous tires. ******** ***** told me that the Hydroedge is no longer made and is replaced by the Defender brand.My claim # that was opened today with the Michelen Warrranty Departmentis* ********** or ********** The Claim # is basically cell phone number..I gave them both my cell phone as well as my wife's so I'm not sure what number they used.

Business Response:

May 2, 2014

 

Better Business Bureau of Upstate South Carolina

Attn:***** *******

408 North Church Street, Suite C

Greenville, SC  29601-2149

 

RE:  Consumer: ***** *******

BBB ID#: BBB ********

Michelin File #:*******

 

Dear *****,

 

Michelin provided an authorization code to ***** to prorate the tires based on warranty guidelines.  The authorization code was for 1 tire at a 55% charge and 3 tires at a 40% charge. 

 

As the tires were purchased 3/17/2009, the consumer is well beyond the free replacement period. 

 

The tires are warrantied for 6 years from the date of purchase.  The first year or 25% tread wear, whichever comes first, is the free replacement period.  After that, the tires are prorated based on tread.  We feel this is a fair resolution and resolves our case *******. 

 

If there are additional questions, please do not hesitate to contact us.  

 

Sincerely,

 

 

****** ********Michelin North America

Executive Response Team

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

The issue is not regarding the Thread of the tires....in fact there is much plenty of thread on the tires. It looks like you did not read my complaint correctly.

The issue is the severe cracking that is All over the 4 tires. My husband bought Michelin tires because they are believed to be the best tires on the market. On Friday I forwarded the BBB a copy of the service report at ******** ***** and the quote of 4 "new" tires at ***** from last Thursday.
 
In addition I forwarded a copy of the original sales receipt from purchasing the 4 Hydroedge tires.
 
This is a "transcript" of the E-mail that I sent to the BBB:
*** ***** ******.....
Here are 3 pictures of supporting documentation attached to this E-mail.
 
Please note on the 2009 ******** ***** tire sales receipt our old address is on the form. Also....the mileage should have been approximately 85,000 miles but none the less we are still well within Michelin's 90,000 warranty.
 
When I went to ***** yesterday per Michelin's warranty department request.....the mechanic at ***** had another piece of paper that he did not give me with the dimensions of the exact damage to all four tires. When he called up Michelin warranty department in front of me I heard him tell them that all 4 tires had Excessive and deep cracking damage then he was reporting certain numbers to them and then mentioned to them tat the thread was good.
 
When I went to do my annual tire rotation yesterday at ******** ***** the second mechanic who actually "serviced" the car told me that the car could not be serviced because the tires were so severely cracked all over, not just on the sides and that Michelin would replace them with no problem. The 1st mechanic interrupted telling him that I was out of warranty with Michelin and that they could "give" me a break with forty dollars off. The 2nd mechanic told him no it was 6 years and before he could finish his sentence the 1st mechanic cut him off as if he was wanting me not to hear the conversation and looked scared because he was hoping that I did not hear the whole conversation. Strangely enough on the rotation report it says that I refused rotation...Not True At All.....I kept asking him why he couldn't and they kept repeating that they tires were too severely cracked and the cracks were deep. Not just on the sides but all over. i was told they were only allowed to put air in the tires.
 
The tires look scary if you look at them carefully because of the deep cracks all over all 4 tires. This is clearly a defect in the HydroEdge Brand.. After doing more research last night by calling up different dealers and looking on the internet.....I was told this is a rampant defective issue going on with the HydroEdge Brand Michelin Tires hence why they discontinued them and upon looking at BBB complaints I'm reading the same issues about the severe rotting etc.. not to mention the cases were the tire blew out as well because of this defect. I'm more scared to drive the car now and NEED to get these defective tires replaced ASAP.
 
******** ***** yesterday told me that the replacement would be the Defender Brand by Michelin. ***** did not sell Michelin Tires and told me they have the ********* ***** *** tires in stock.
When I called up the Michelin Warranty Dept. yesterday and told them the whole story that took place at ******** ***** earlier that day they were the one's that told me to go to the closest authorized Michelin dealer from my home address which in my case was this ***** location. I didn't feel comfortable going back to ******** ***** because of them lying to me.
 
 
 
****** **************** ** *** **** ** ***** ******** * ** *** *** **** **** *** *** **** **** ********* ********** ******** ** ******* *** * ****** *** *** *** ***** **** ***** ************ ** ******** *** ** ****** ** ***** ** ***** *** ** ******** ****** ** *** *** **** ** ******* **** ***** **** *** * ****** ** *** ************* ** *** ***** **** ******* ** *** ********* **** *** ***** ** **** ** ***** ****** *** *** ***** ***** ********** ******** ** ** ****** ** ********* ** **** ** ** *** *** ***** **** **** ***** ** *** ****** ** **** *** **** ** ****** ** **** ********* ** ******* *** ******* ******** ***** ******* ** ***** ********* *********** ** ***** ********** *** ********** ******* ************** ** ************* ******** ************** ** 
 
 
 
Regards,

***** *******




Business Response:

May 14, 2014

 

Better Business Bureau of Upstate South Carolina

Attn: ***** *******

408 North Church Street, Suite C

Greenville, SC  29601-2149

 

RE:  Consumer: ***** *******

BBB ID#: BBB ********

Michelin File #: *******

 

Dear *****,

 

Michelin provided an authorization code to ***** to prorate the tires based on warranty guidelines.  The authorization code was for 1 tire at a 55% charge and 3 tires at a 40% charge. 

 

As the tires were purchased 3/17/2009 and have approximately 55,000 miles, the consumer is well beyond the free replacement period. 

 

The tires are warrantied for 6 years from the date of purchase.  The first year or 25% tread wear, whichever comes first, is the free replacement period.  After that, the tires are prorated based on tread.  This resolves our case *******. 

 

Our office spoke with the consumer on 5/07/14 and we offered that she can take the tires in question to a different retailer, in this case ******** **** ** ** ***** ********* **, for a second inspection. We contacted ******** **** ** on her behalf and spoke to *****. ***** advised the consumer can come in for an inspection, and that either he or ***** will assist. We have yet to hear back from the consumer or ******** **** with inspection results.

 

**** ******* was advised that as long as the inspection is the same as what was reported by *****, the offer will remain the same. If the inspection returns are different from a tread depth measurement perspective, the percentage offer may change, however, as we have stated numerous times to the consumer, her tires do not qualify for a free replacement, nor will free tires be offered.  

 

If there are additional questions, please do not hesitate to contact us.

 

 

Sincerely,

 

 

****** ********Michelin North America

Executive Response Team

5/8/2014 Problems with Product/Service
5/7/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased 4 tires from **** **** in November of 2012. They had a 60,000, 6 year warranty. I had a wedding that I needed to travel for and prior to this took my car in to have it checked over; tire rotation, oil change. I was told that my tires were not worth rotating, and I needed brake work.This began the end of March. I was to leave town for the wedding the weekend of April 12th. I could not reach Michelin, or w3hen I did was put on extended hold times. My case number with them ** ************. I called both Michelin and **** **** several times. Nothing was being done to help me resolve this.Finally the week before I had to leave for the wedding I had the brake work done on my car, and replaced the tires. Michelin still was not helping me with this issue.I did everything they asked me to . I send in the paperwork they asked, and called repeatedly. They never called me back, and if they did, when I returned the call, I could never reach the same person and had to explain all of the facts over and over. I was told several different things by several representatives.I was told by **** **** because they did not get back to me in a timely manner, they were credit my credit card for the % owed back to me for my tires. I was told by a Michelin representative that they would issue me a check. It was turned over to management. They did not return my calls when I was told they would. Not even in the same week. I had to call them.I only got 20,000 miles off the tires I bought from them. When I reached them two weeks ago, a woman told me that I would get a credit toward new tires for whenever I needed them in the future, for whatever vehicle I had at the time. She was going to call me back. She did not. When I called back in, I got another new person that said they were only willing to give me 20% toward new tires, and I and to get them right away.I took the tires to one of their dealers; he couldn't even stay on hold the long hold times. He was too busy.

Desired Settlement: I want a 66% percent refund from Michelin. I only got 20,000 miles from 60,000 mile tires. They left me no choice but to put tires on my vehicle as they did not handle this in a timely manner. I had to take time off work and have spent hours on this whole ordeal.The tires were inferior, the customer service is inferior. I needed them to do what they promised, and warranted, when I paid over $600.00 for tires from them.They again have not responded.

Business Response:

May 2, 2014

 

Better Business Bureau of Upstate South Carolina

Attention: ***** *******

408 North Church Street

Suite C

Greenville, SC  29610-2149

 

RE:  Consumer:  ****** ** ******

BBB ID #:  ********

Michelin File #:  *******

 

Dear ******

 

This is in response to the consumer’s letter, and we appreciate the opportunity to respond.  

 

The consumer purchased a set of Primacy MXV4 tires from **** **** in November of 2012.    This tread design has a 60,000 mile limited mileage warranty, as well as, a six year warranty for defects in material and workmanship. 

 

The end of March 2014, she took her vehicle in to have it checked over since was scheduled to make a trip for a wedding the weekend of April 12th.    Her dealer advised her that she needed brake work on her vehicle and that the tread on her tires was so low that he would not recommend rotating them.    She only received 20,000 miles from the tires.

 

She indicated that she had reached out to both Michelin and **** **** several times and could not obtain a resolution.  The consumer was exasperated because of having to tell her story to so many individuals at Michelin.  She alleged that we told her that we would call her back, however, she never received a return call. 

 

Finally, because no one would help her with a resolution and she had to go out of town to a wedding, she purchased competitors tires. 

 

When she returned from the wedding, she called us and was advised that we could not assist with competitors tires, but we would provide a credit towards a future set of tires for this vehicle or one of her other vehicles which she wanted in writing and never received. 

 

The consumer wants us to refund her 66% of what she paid for the competitors tires. 

 

We can certainly understand her frustration and agree that this was handled poorly.    One of our Representatives did call the consumer at her work number on 4/24/14.  We left a message with***** who advised us he would let the consumer know that we returned her call. 

 

We are sorry, but we cannot refund the consumer for competitor’s tires.    Michelin will offer a credit of 70% toward a future set of our tires for her current vehicle or another vehicle.  This offer does not have an expiration date which will be documented in her case history.  The consumer will need to go to an authorized Michelin tire dealer in her area when she gets ready to make her purchase or she can buy the tires, and we can reimburse her 70%  of the price of the tires.    

 

We apologize that this has been such a tedious process and hope this is an amicable resolution. 

 

Kind Regards,

 

****** ******

Executive Response Team

Michelin North America

 

 

 



Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me IF it will actually take place.  I have nothing proving they will actually do this, and to date they have not followed up as promised at all.  When I am ready for my next set of tires, what would the process be ?  I believe it is completely unacceptable that you are told one thing on the phone, on two separate occasions, by Michelin employee's and they when have to actually follow through, everything changes.  How do I have any faith that they will actually do this when the time comes ?


Regards,

****** ******


5/6/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: On March 14, 2012, I bought a set (four tires) of Michelin Primacy tires for a 2011 Hyundai Sonata at ******** **** ** ****** **.Unfortunately, your product has not performed well because of premature tread wear. I am disappointed because, as a long time Michelin customer, I have always expected longevity out of your products. These tires had roughly 38,000 miles placed on them before I was told that the tread wear was so severe that they wouldnt pass a routine state inspection after only 18 months. I was forced to purchase new tires at a slight discount due to the warranty provided. However, after speaking with an agent at your customer support center, I was informed that such rapid tread wear was definitely a faulty tire set, yet nothing more was offered to me other than the standard warranty. No tire should wear that fast and manufacturing a subpar product that deteriorates so quickly that Im forced to purchase new tires within 18 months is a poor business practice.

Desired Settlement: To resolve the problem, I would appreciate your help in getting a refund on the tires I purchased outside of your normal warranty. As I was told by your 800-number representative, these tires were clearly defective and, I believe, should be subject to outside warranty refund. I have attached my purchase order receipt for your review.Tires were 4x$115.00, or, $460.00.

Business Response:

April 14, 2014

 

Better Business Bureau of Upstate South Carolina

Attn: ***** *******

408 North Church Street, Suite C

Greenville, SC 29601-2149

 

RE: *** ******* ** *****

BBB ID#:********

Michelin File #: *******

 

Dear******

 

We received your email regarding *** ******* ** *****, complaint ID # ********, dated March April 7, 2014, and appreciate the opportunity to respond.

I spoke with *** ***** on April 14, 2014 and explained the Michelin Limited Warranty, specifically, the terms on conditions of the treadwear warranty. I advised *** ***** that the treadwear warranty is a warranty and not a guarantee. I explained that tires will wear differently based upon all the variables that effect wear and if the stated mileage is not received, then we offer the difference as a credit on the replacement Michelin tires. *** ***** stated that he replaced with ******* tires. I advised *** ***** that we will not be able to offer any assistance given he did not replace with Michelin tires.

Sincerely,

 

 

***** ****Michelin Executive Response Team

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********* and have determined that this does not resolve my complaint. 

The business did not offer me any discounts on future products and was unwilling to refund me any money from my purchase. They claim that my warranty was adequate to cover the difference in their faulty product. 

Regards,

******* *****




Business Response:

April 17, 2014

 

Better Business Bureau of Upstate South Carolina

Attn: ***** *******

408 North Church Street, Suite C

Greenville, SC 29601-2149

 

RE: *** ******* ** *****

BBB ID#: ********

Michelin File #:*******

 

Dear ******

 

We received your second email regarding *** ******* ** *****, complaint ID #********, dated April 16, 2014, and appreciate the opportunity to respond.

We reviewed his complaint again and given that he replaced his Michelin tires with competitor’s tires, we will not be able to offer any refund or assistance. The Michelin Warranty for treadwear clearly states that any credit due for mileage will be back into replacement Michelin tires. 

Sincerely,

 

***** ****Michelin Executive Response Team

4/9/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought four new primacy MXM4 tires for my van on September 2013 at ******** dealer. On January, one tire blown up after only 4K miles on it. Because of the weather was too cold that night, our 5yrs kid on the car, and it was only more than a mile away from home, my wife tried to run it home. I brought it right back to the same dealer for replacement the next day. They replaced it and charged me about $222. I contacted the Michelin warranty dept and by their procedure, I should contact them first. Two days later, one of the Michelin rep contacted me back and asked me to ask the ******** to contact them about the tire. I called ******** for the info and the dealer did contact Michelin. By ********, **** told me that he told the Michelin that the tire was damage so bad that they didn't know the cause and at the time he called, he didn't has possession of the tire anymore. By contacting the Michelin warranty dept, they told me that the dealer didn't have the tire for measurement so they can't do anything. The warranty is only for tread and wear. They don't consider the defective tire. I am a Michelin fan and I spent too much money for this company on my two cars. From now on, I will take Michelin out of my list for new tires. You will know them more when things happen, not when nothing. Please think again when choosing the Michelin tire in the future. Their warranty is a fake.

Desired Settlement: The reason that I contacted their customer service was to get a reimbursement for the blown tire. If that was the way they tried not to reimburse to the customer due to thier defect product, then I would like other customers know about Michelin warranty policy. Beware.

Business Response: RE: ***** ****
BBB ID#: *******
Michelin File #: *******

Dear *****,


We received your email regarding *** ***** and appreciate the opportunity to respond.

I contacted *** **** to explain that his tires are covered by terms of the Michelin Passenger and Light Truck Tire Limited Warranty against defects in workmanship and materials for the life of the original usable tread, or six years from date of purchase, whichever comes first. At that time, all warranties, express or implied, expire.  Road hazards, injury or damage to tires are conditions beyond our control as a manufacturer and not covered under the limited warranty.

Since he purchased another Michelin Tire, we will refund him 50% of the price of the new tire.

He will fax a copy of the invoice to our office and a check will be mailed within 4 weeks of receipt.


If there are additional questions, please do not hesitate to contact us.
 
 
Sincerely,

*******
Michelin North America
Executive Response Team

Consumer Response:

)
 
 
Hi *****,
 
After I submitted my complain to BBB, Michelin called me back and asked me to fax the receipt to them and told me that they would refund 1/2 of the replacement receipt.  She said that she would send me an email with the fax number so that I could fax to them, but I have never received any email at all.  I check my inbox and junk.  I decided to fax the receipt to you instead.
 
I just faxed the receipts to you.  In that, I highlighted the mileage out of the service:  one on September was 41050 and one on January was 45603.  These tires carry 6 years/60K warranty.  Below is the copy of the part of the tire warranty documentation:
 

WHAT WILL MICHELIN DO?

Workmanship/Materials
If a tire is covered, and 2/32nds of an inch (1.6mm) or less of the original

tread is worn (or 25% or less, whichever is more beneficial to you), and it


is within 12 months of the date of purchase, Michelin will, free of charge,


replace your tire with a comparable new MICHELIN

® replacement tire, mount the tire, and balance the tire. You must pay the cost of any other


service charges and applicable taxes, including PAX Gel/Gel 3 packs.By looking at the my receipt from Sullivan Tire service, you can see the TREAD DEPTH: LF 10/32, RF 10/32 etc.  If you compare 2 receipts from Sullivan, you can see that in just 4 months of using the Michelin tires and 4553 miles on them, the TREAD DEPTH were worn out significantly.  Of course, the front tires will wear out quicker than the rear tires.  My flat out tire was the LR.  Let me put the chart for your easy reading:
 
New:                                  LF 10/32   RF 10/32   LR 10/32   RR 10/32
After replace one tire:    LF   8/32   RF   8/32   LR 10/32   RR   9/32
 
With this kind of worn out, the tires can't even make to 4 years/45K miles.  And these tires were used on a van with a family of 4: 2 adults and 2 kids with total weight is around only 450lbs.   When I read the review recently, many people actually complain about the worn out of these tires.
 
Thank you very much for your time.
 
 
***** ****

Business Response:

April 3, 2014

 

Better Business Bureau of Upstate South Carolina

Attn:***** *******

408 North Church Street, Suite C

Greenville, SC  29601-2149

 

RE:  Consumer: ***** ****

BBB ID#: *******

Michelin File #:*******

 

Dear *****,

 

We received your email regarding ***** **** and appreciate the opportunity to respond.

 

We have received a copy of the new Michelin tire invoice and have requested a check for the amount of $93.50.  This represents goodwill assistance for a non-warrantable condition for 50% of the cost of the new Michelin tire.  This resolves our case *******. 

 

If there are additional questions, please do not hesitate to contact us.

 

 

Sincerely,

 

 

****** ********Michelin North America

Executive Response Team

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I am still thinking that the business should refund all the money because of the quantity of the tires. The tire was warranty for 60K miles but after only 4K miles, it has worn out 1.5/10 percent. It might also contribute to the flat tire that I had.   Anyway, it's still better than nothing comparing to the time I contacted the Michelin customer service.

I have reviewed the response made by the business in reference to complaint ID*******, and find that this resolution is somewhat satisfactory to me.

Thank you very much BBB for helping on this matter.

Regards,

***** ****


4/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a new car (***** Model S) on March 1, 2014. On March 26th, 2014, one tire (which was Michelin Primacy P245-45R19) had a flat.Michelin would not honor replacing the tire for free and I had to buy a new one for $250 plus taxes. Michelin says it's 30 day replacement policy applies only to replacement tires and not the original mounted on a car when bought new.Any flat tire could be attributed to road hazard and that's the other argument they use to decline replacing a tire. All their customer satisfaction policies are designed to sell tires better but not honoring a customer complaint when it comes to it.This attitude is consistent with Fraud as defined in Consumer Fraud and Deceptive Business Practises Act of ILCS.

Desired Settlement: I bought a new tire within 26 days of having bought a brand new tire. I am requesting a refund of $273.12 on money spent on tire bought from ***** ******* ****** in ******** **.

Business Response:

April 4, 2014

 

Better Business Bureau of Upstate South Carolina

Attn: ***** *******

408 North Church Street, Suite C

Greenville, SC 29601-2149

 

RE: *** ****** *******

BBB ID#: *******

Michelin File #: ******* 

Dear ****** 

We received your email regarding *** ****** *******, complaint ID #*******, dated March 31, 2014, and appreciate the opportunity to respond.

Damage or injury to a Michelin tire is not covered under the Michelin Limited Warranty. This was explained to *** ******* on March 28, 2014.  The consumer’s tire had a road hazard which we believe was the cause of the flat. *** ******* referenced the 30 Day Satisfaction Guarantee under the Michelin Promise Plan which is a satisfaction guarantee on the purchase of replacement tires. It is not a road hazard warranty. Details on the 30 Day Satisfaction Guarantee are as follows:

We’re confident you’ll love your new MICHELIN replacement tires. So

confident, in fact, that we back your purchase with a 30-Day Satisfaction

Guarantee. If you’re not 100% satisfied with your new tires, just bring the

tires and original sales receipt back to the place where you bought the

tires within 30 days of your purchase and we will gladly exchange them

for a new set of tires of equal or lesser value. Original Equipment tires not included.   

           

Guarantee applies to up to 6 tires per customer. Guarantee applies

only to tires that were purchased and mounted and does not apply

to exchanged tires that were provided under this guarantee. The

guarantee does not include the cost of valve stems. Tires that are damaged

due to misuse or misapplication, road hazards, mechanical problems

related to the vehicle, use on motor tricycles, or use in any racing-related

activities, or competitive events, or tires that are removed from the original

vehicle on which they were installed, are excluded from guarantee. If the

new set of tires costs more than the tires removed, you may be required by

the tire retailer to pay the difference, as Michelin does not cover this cost.

 

I called the *** ******* on April 4, 2014 and explained the Michelin Limited Warranty and the Michelin Promise Plan 30 Day Satisfaction Guarantee. I advised that his flat tire was not covered under either plan. However, for customer satisfaction, we offered to extend a 50% refund on the price of the tire.  He accepted and was appreciative of the assistance.

Sincerely,

 

 

***** ****Michelin Executive Response Team

3/31/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Ref# ********** - Defective Michelin Energy LX4 tires.I am 67 years old and the vast majority of the vehicles that I have purchased in my lifetime have been equipped with Michelin tires. I drive and stop my van at a very reduced pace, so I know that the tire tread reduction on my ***** is caused by a defective product, rather than my driving habits. In late 2010, I purchased a New ***** Odyssey which was equipped with Energy LX4 tires. I have had a ***** dealer rotate these tires, check the balance and align my vehicle every 5,000 miles. These tires are advertised with a 50,000 mile guarantee. I presently have 36,000 miles driven on my vehicle and the tread on my tires is at 2/32nds of an inch, which Im sure that you know - is an unsafe condition.I contacted the Michelin customer service department (************) on March 3rd and spoke to a ** ******. She told me to take my van back to the ***** dealer to confirm my problem. I did so. ** ****** then told my ***** dealer that as a courtesy, she would allow a 10% discount on a purchase of replacement tires.As a long and loyal Michelin customer, I feel that this offer is very insufficient.

Desired Settlement: Obtain at least a 50% (or more) - discount to replace these defective tires with a different type of Michelin product.

Business Response:

Better Business Bureau of Upstate South Carolina

Attn: ***** *******

408 North Church Street, Suite C

Greenville, SC 29601-2149 

RE:**** ***

BBB ID#: *******

Michelin File #: *******

Dear ****** 

We received your email regarding **. **** *** and appreciate the opportunity to respond. 

The tires on **. ***'s vehicle are covered by the terms of the Michelin  Passenger and Light Truck Tire Limited Warranty against defects in workmanship and materials for the life of the original usable tread, or six years from date of purchase, whichever comes first. At that time, all warranties, expressed or implied, expire. 

The tires that came from the factory on 2010 or earlier models are not covered for mileage. 

I contacted **. *** and advised him that no tire manufacturer can guarantee you a certain number of miles from a given tire. 

Under a mileage warranty, if the tire(s) wears out evenly to 2/32 before delivering the warranted mileage, we will replace the tire with a comparable new Michelin® replacement tire on a pro rata basis. The tires on **. ***’s vehicle were 3-4/32 and would not have qualified for the mileage warranty.

As a goodwill concession, based on a 50,000 mileage warranty, we agreed to allow **. *** a 28% discount off new Michelin tires. 

**. *** thought the offer was fair and accepted our offer. 

I contacted ***** of **** ***** and gave **** ***** authorization to prorate the tires.  The offer is valid if the replacement tires are Michelin brand only and they must meet the load carrying requirements for the vehicle. 

If there are additional questions, please do not hesitate to contact us. 

Sincerely, 

*******

Michelin North America

Executive Response Team

3/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received a recall on my ******** Tires. The recall Letter is dated 1/6/14. It was not delivered until the end of February. I replaced two of the recalled tires on 1/14/14 at a ******** dealer. ******** is now refusing to replace these two tires because I can not physically provide the replaced tires to them. My ******** dealer has certified that the replaced tires were the recalled tires. I still have not had ******** replace the three tires that are still on the vehicle, two front tires and one spare, all recalled tires. ******** keeps telling me they are escalating it and never get back to me. My case number is *** ****.

Desired Settlement: I want all five recalled tires that are or were on my vehicle replaced. Thanks

Business Response:

March 26, 2014

Better Business Bureau of Upstate South Carolina

Attention: ***** *******

408 North Church Street, Suite C

Greenville SC 29601-2149

 

RE: Consumer: ***** *****

BBB ID# *******

Michelin File #: *******

 

Dear ******

 

We received your email regarding *** ***** *****’s complaint.

 

First of all, we want to apologize for the delay in responding to you as we have been very busy.

 

This is to advise you we are actively resolving *** *****’s complaint.  We have coordinated with ******’s Wholesale Tire in ********** ** to replace 5 tires on *** *****’s 2011 **** Van at no charge to him.

 

We feel we have met *** *****’s expectations and apologize for the inconvenience he has encountered.

 

Sincerely,

**** *****

Executive Response Team

Michelin North America

 

Case number: *******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID*******, and find that this resolution is satisfactory to me. 

Regards,

***** *****


3/27/2014 Problems with Product/Service
3/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a set of tires from this company that had a warranty of 55,000 miles. Due to rapid wear I had to buy 4 NEW TIRES on 2/18/14 after just 36,000 miles. The "company" had me take the car to a dealer and verify the wear. It was decided that this "company" would pay 55% of what my new tires would cost.The warranty policy is very confusing to me and the dealer where I purchased my tires. We were all confused as to who would pay to ship the old tires back to Michelin and what forms were needed to process the 55% credit. Needless to say, I got stuck paying the full amount for the tires and Michelin refused to offer any refund despite the fact that there was clear proof that their tires were plain out worthless!I paid $450 for the new set of tires and requested Michelin pay $247.50 which is the 55% they promised. And that amount is less than ONE of the faulty tires I had on my car. And these cheapskates declined to pay a dime! In essence stating that they are OK with me being forced to buy tires 20,000 miles before I should have had to. This is an outrage! Then they send some email about their return policy AFTER I make my purchase stating that I need to buy their tires! Now I ask, would any person with basic common sense want more tires from these bums? Why set yourself up to have to buy more tires when the new set could wear thin ASAP?How much would $247 set this "company" back when it seems they have ripped of tons of consumers!?!?

Desired Settlement: I want $247 paid to me ASAP to resolve this issue. Or I'll escalate this issue!

Business Response: Better Business Bureau of Upstate South Carolina
Attn:***** *******
408 North Church Street, Suite C
Greenville, SC 29601-2149


RE: **** ******
BBB ID#:******* Michelin File #: *******

Dear******

We received your email regarding *** **** ****** and appreciate the opportunity to respond.


*** ******'s tires  are covered by terms of the Michelin  Passenger and Light Truck Tire Limited Warranty against defects in workmanship and materials for the life of the original usable tread, or six years from date of purchase, whichever comes first. At that time, all warranties, express or implied, expire.

In addition to the standard warranty, the Michelin Latitude Tour HP  in the H speed rating also include a 55,000 limited treadwear warranty.

If the tire(s) wears out evenly to 2/32 before delivering the warranted mileage, we will replace the tire with a comparable new Michelin® replacement tire on a pro rata basis.

Although the tread depths on *** ****** were not down to 2/32 we still offer to extend a 45% discount off a new set of Michelin, BFGoodrich or Uniroyal tires only.  Under the terms of the treadwear warranty, the discount would have been 35% discount.

This was explained to the customer both verbally and also in an email.  


It is unfortunate that *** ****** did not want Michelin products and elected to purchase a different brand.


If *** ****** purchases a set of Michelin, BFGoodrich or Uniroyal brand passenger and light truck tires, we will still extend the 45% credit with proof of purchase.

If there are additional questions, please do not hesitate to contact us.
 

Sincerely,

*******
Michelin North America
Executive Response Team

3/24/2014 Problems with Product/Service
3/20/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: A year ago I purchased a set of Michelin tires from ******* **** in ****, ********. I paid the extra money for tires with a 90,000 mile warranty. About a month ago I had an oil change at ****** **** ***** in ****, ********. The mechanic indicated I better think about a new set of tires. Mine were very worn. I went back to *******'s and they measured the tire tread and indicated they would contact Michelin as the tires were worn excessively and Michelin would honor the warranty. *******'s staff called me to say Michelin would replace the tires at 60% cost and I would be responsible for 40%. They said I could contact customer service if I wanted. I called Michelin customer service and the representative told me yes they would pay 60% of the cost of replacement tires. The tires would be replaced with the same tires I had prior. When I explained to my husband he said call them back. We do not want the same tires. They didn't last 1/2 of the warranty period. I called Michelin back and asked if they could credit my 40% so I could apply to a different Michelin tire. This representative said they would not accept *******'s measurement as they were not an authorized Michelin dealer. The rep talked with ***** **** in ****** and said I should take my car there for a measurement. I called the ****** store and they said the guy who took the call from Michelin was not there and I should bring my car in during the week when he was there. I told them I worked in********** *** could not get to ****** during the week. They told me to take it to their ********** store. I took it to ***** **** in ********** and they measured the tires and said they were worn excessively but they would not do warranty work for Michelin as they have been "burned too much by Michelin". Really? They are an authorized Michelin dealer but won't deal with them on warranty work. Where does this leave me as the consumer?

Desired Settlement: I want my tires replaced with some decent tires that will last as they should. I paid a high price for tires that did not last 1/2 of the warranty they claim.

Business Response:

Better Business Bureau of Upstate South Carolina

Attn: ***** *******

408 North Church Street, Suite C

Greenville, SC 29601-2149 

RE: ***** ********

BBB ID#: *******

Michelin File #: *******

Dear *****, 

We received your email regarding **** ***** ******** and appreciate the opportunity to respond. 

The tires on **** ********'s vehicle are covered by the terms of the Michelin Passenger and Light Truck Tire Limited Warranty against defects in workmanship and materials for the life of the original usable tread, or six years from date of purchase, whichever comes first. At that time, all warranties, expressed or implied, expire.  The Michelin Defender tire warranty also includes a 90,000 mileage warranty. 

Although her tires were not evenly worn to 2/32, we offered to use a projected mileage and prorate the tires at a 60% discount as stated. 

Michelin does not own the retailers that sell our product and unfortunately some retailers will not assist a customer that purchased the tires from one of their competitors. 

I have contacted ***** ******* at ******* **** ****** and have agreed to give him an authorization to prorate all 4 tires at 60% discount into any Michelin, BFGoodrich or Uniroyal brand tire that is approved for **** ********'s vehicle. 

I called **** ******** and apologized for how her claim was handled when she contacted our office.  I explained to her that no tire manufacture can guarantee her a certain amount of mileage but she can replace with Michelin, BFGoodrich or Uniroyal brand tire. 

She understood, and the offer was accepted. 

If there are additional questions, please do not hesitate to contact us.

Sincerely, 

*******

3/10/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I have contacted Michelin tire's numerous times in regards to tire warranty issues for tires that leaking air at the bead walls and one tire that rubber tread has peeled away from the tire. Each time I've been instructed to remove the tires and bring to a authorized Michelin tire dealer. I've visited three authorized Michelin tire dealer, each time they call in they give the correct information regarding my claim. Michelin Tire X-Radial 215/65R/16 98T Tire's lose air at bead due to defective wire and tire wall one tire rubber peeling away. When I call Michelin directly to fallow up on the issue I'm told we don't have any information regarding your claim please bring it back an authorized Michelin tire dealer have them call us again.After finding out the tires were no longer safe to use and drive I was forced to replace all four tires with Michelin Defenders in which I was told I would receive a credit for remaining thread life remaining on the tire and being covered under there still active warranty period. I never received a credit or fallow up as promised I've requested to return my new Michelin Defenders back to store under their " Michelin Promises Plan & Warranties - 30-Day Satisfaction Guarantee" No one has contacted me back at any point to handle this serious matter. The company has been very unprofessional and does not honor it's stated warranties.

Desired Settlement: Credit/Refund for defects on original tires leaking air, rubber peeling away from tire tread. RMA and return of brand new Michelin Defenders 215/65R/16 98T tires purchased on 1/30/2014 & 2/02/2014.

Business Response: Better Business Bureau of Upstate South Carolina
Attn: ***** *******
408 North Church Street, Suite C
Greenville, SC 29601-2149



RE:  **** *******

BBB ID#: 9939203 Michelin File #:*******


Dear ******


We received your email regarding *** **** ******* and appreciate the opportunity to respond.




We were unable  to reach *** ******* by telephone but we left our Executive Response Team phone number and extension on his recorder.   We also sent a follow up email his email address.

Our limited warranty covers tires for defects in workmanship and materials for 6 years or the usable life of the tread, whichever comes first. Injury or damage due to  road hazards are conditions beyond our control and not covered under the limited warranty.

The selling dealer, in this case,  **** has full authority to handle the warranty on the tires they sell.  We are sorry that this was not done when he went back to the selling dealer.

There is no record that **** or any tire retailer contacting our office regarding *** *******'s tires.

The picture of the tire he provided appears to be a cut, however, it is very difficult to determine what the condition  is without seeing the tire.

Since the tires were in service for over 12 months, for workmanship and materials the tires would have been adjusted based on the percentage of wear.

According to the consumer, the removed tires had 5/32 which means he would have received a  40% discount under the terms of the warranty.

The invoices submitted shows that he paid $1111.92 for the 4 new tires.

We will not be refunding *** ******* $633.33 full price of 3 tires however, we have requested a check in the amount of of $444.76 which is equal to 40% of the price of all 4 tires purchased.

 He will need to allow 6 weeks for processing.

We also advised *** ******* if he wants to replace the new tires under Michelin 30-Day Satisfaction Guarantee, he will need to return to **** within 30 days of the invoice date.  

**** does not need authorization from Michelin to replace.

If there are additional questions, please do not hesitate to contact us.
 
 
Sincerely,

*******
Michelin North America
Executive Response Team

Business Response: Better Business Bureau of Upstate South Carolina
Attn: ***** *******
408 North Church Street, Suite C
Greenville, SC 29601-2149



RE:  **** *******

BBB ID#: 9939203 Michelin File #:*******


Dear ******


We received your email regarding *** **** ******* and appreciate the opportunity to respond.




We were unable  to reach *** ******* by telephone but we left our Executive Response Team phone number and extension on his recorder.   We also sent a follow up email his email address.

Our limited warranty covers tires for defects in workmanship and materials for 6 years or the usable life of the tread, whichever comes first. Injury or damage due to  road hazards are conditions beyond our control and not covered under the limited warranty.

The selling dealer, in this case,  **** has full authority to handle the warranty on the tires they sell.  We are sorry that this was not done when he went back to the selling dealer.

There is no record that **** or any tire retailer contacting our office regarding *** *******'s tires.

The picture of the tire he provided appears to be a cut, however, it is very difficult to determine what the condition  is without seeing the tire.

Since the tires were in service for over 12 months, for workmanship and materials the tires would have been adjusted based on the percentage of wear.

According to the consumer, the removed tires had 5/32 which means he would have received a  40% discount under the terms of the warranty.

The invoices submitted shows that he paid $1111.92 for the 4 new tires.

We will not be refunding *** ******* $633.33 full price of 3 tires however, we have requested a check in the amount of of $444.76 which is equal to 40% of the price of all 4 tires purchased.

 He will need to allow 6 weeks for processing.

We also advised *** ******* if he wants to replace the new tires under Michelin 30-Day Satisfaction Guarantee, he will need to return to **** within 30 days of the invoice date.  

**** does not need authorization from Michelin to replace.

If there are additional questions, please do not hesitate to contact us.
 
 
Sincerely,

*******
Michelin North America
Executive Response Team

3/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a set of four new BF Goodrich All Terrain T/A KO light truck tires in size LT285/75R16 for my 1999 Ford F-250 Super Duty pickup on 04-27-12 the mileage on my truck at time of purchase was***** the DOT # of the tires is ************ my truck now has 87940 miles on it which is a total of 12,404 miles on the set of tires. My complaint is the tires are at 8/32 of an inch which is less than half the tread life left in less than 13,000 miles I do not off road I pull a travel trailer 2-3 times a year. I contacted Bf Goodrich directly and spoke with a customer representativeI explained what was going on, she simply stated they have no mileage warranty so we will do nothing for you. They did no ask any questions about driving style did not ask for pictures all they asked was if they could send me e-mails about promotional information for their products. I understand that there is no mileage warranty but there is a 6 year defect warranty on their products which would encompass poor product quality. I tried to resolve the issue in a professional and courteous manner I was treat poorly and they would not ever take the time to ask any questions or ask for any further information. I have documentation from the retailer I purchased the tires from stating there is no uneven wear issues ie from suspension/steering components worn out causing the wear problems. I also have the documentation of the rotation and balance history, which consists of two visits.

Desired Settlement: I would like to have Bf Goodrich at least take the time and effort to ask questions and inquire for more information about their products. I would also like to either have the tires replaced or at the very least have some credit given towards the purchase of a new set of tires, we spent a lot of money to purchase their product on good faith that they were a quality product and had expectations of at least being able to get 35,000 miles on the tires that were purchased.

Business Response: Better Business Bureau of Upstate South Carolina
Attn: ***** *******
408 North Church Street, Suite C
Greenville, SC 29601-2149



RE: ******* *****

BBB ID#: ******* ******** **** ** *******


Dear*****,


We received your email regarding *** ******* ***** and appreciate the opportunity to respond.


We contacted *** ***** and left our*** ********** **** ***** number with his wife for *** ***** to call us back.

We also sent a follow up email to *** ***** and explained that his tires are covered by terms of the BFGoodrich  Passenger and Light Truck Tire Limited Warranty against defects in workmanship and materials for the life of the original usable tread, or six years from date of purchase, whichever comes first. At that time, all warranties, express or implied, expire.  There is no mileage warranty on the BFGoodrich All-Terrain T/A KO tires. However, your satisfaction is important to us.

 
No tire manufacturer can guarantee you a certain number of miles from a given tire, treadwear is determined by many factors.


I contacted ******** **** (***) ***-**** on *** ** ***** ** ******** **** ** and spoke to ****.  He will be happy to inspect the tires and call us with their findings while you are still there.

Once we get a detailed inspection by an authorized tire dealer, we will determine if we will be able to extend a goodwill concession to *** *****.

If there are additional questions, please do not hesitate to contact us.
 
 
Sincerely,

*******
Michelin North America
Executive Response Team

2/26/2014 Guarantee/Warranty Issues
2/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have 4 Michelin LTX AT/2 on a 2013**** F-350 that are dry rotting around the bead. Local **** Dealer has been very helpful and notified Michelin of the issue. Michelin said they would replace 3 of the tires but I would have to buy 1 tire ($334.00) and pay mounting/balance of all 4 tires. That's another $94.00 out of my pocket I shouldn't have to spend. I bought a 2013 model with 8k miles on it so I wouldn't have to deal with these issues. I have never had a quality issue with Michelin (4 sets of Michelins so far on my past truck and wife's car) and that is why I buy Michelin. Love the product and that is why this is such a shock to me! I would think that everyone would agree with me that a truck with such few miles should have issues like dry rot. The DOT number is **** (Sept 29ish build date), truck build date 11/7/12 and sell date of 4/20/13. That is not enough sitting on lots to cause dry rot especially in that time of year. My complaint is Michelin SHOULD provide me 4 new tires....NOT 3. I even have a hard time paying for mounting and balance! I will pay for mounting and balance if they provide me 4 tires but I hate doing it. I have spent enough money on buying a new vehicle! But I will put some skin in the game if that's what it takes. I have been a loyal customer and hope to still be, but this could be a possible game changer...I hope we can work thru this. I hate threatening and saying bad things about companies. Just gets ugly. Help me and I will continue to be a good customer.

Desired Settlement: Just give me 4 tires of the exact same make and model. You are offering 3 but I just don't feel like it has anything to do with usage...strictly a manufacturer issue. I will gladly pay the $94.00 for mounting and balance, but myself paying another $334.00 out of my pocket PLUS $94.00 is ridiculous. I will throw some skin in the game if Michelin would provide the tires. I will more than likely remain a Michelin person because I believe in mistakes as long as a company stands behind their tires.

Business Response: Better Business Bureau of Upstate South Carolina
Attn: ***** *******
408 North Church Street, Suite C
Greenville, SC 29601-2149



RE: **** *********
BBB ID#: *******
Michelin File #: *******

Dear*****,


We received your email regarding *** **** Weitkamp and appreciate the opportunity to respond.


We contacted *** ********* today and discuss his tire issue and the warranty coverage on his tires.


Although he is not the original owner of the vehicle, we made arrangements with Ford of Rantoul to replace all 4 tires at no charge to **. *********.


**. ********* advised that the resolution was fair and has accepted our offer.


A follow-up email was also sent to **. ********* to confirm our agreement.


If there are additional questions, please do not hesitate to contact us.
 
 
Sincerely,

*******
Michelin North America
Executive Response Team

2/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a set of four tires in 2009 based on the recommendation by Michelin North America Inc. that the Primacy MXV4 luxury touring tires were the right tires for my car, 1994 ***** Legend, LS 4-door sedan. I was informed that they were backed by a 60,000 mile warranty. My car's speedometer was at about 125,069 miles when these tires were purchased on 10/01/2009. In July of 2013, I was informed by a CarX dealership in ******* that the tires were worn and needed to be replaced. I had approximately 154,000 miles on my car at that time (I drive approximately 8,500 miles a year).I called ****** ********* where the tires were purchased from to complain that I got only a little over 33,000 miles on the tires that were advertised and marketed as 60,000-mile tires. In comparison, the Michelin performance tires that were on my car lasted an average of 7 years. Based on the information that Michelin North America provided me, I believed that the Primacy tires I purchased would last closer to the 60,000 miles they were rated for. They only lasted half that time. This is deceptive advertising. While both Michelin and the Manager of the tire Store at ****** ********* acknowledged that the performance of the Primacy MXV4 were not rated as highly as the previous tires I had (Michelin 205/60R15 91V); they both recommended them as replacement. They said the performance tires that were previously on my car were discontinued. The problem I have this this is that while they recommend a lower performance tire as replacement, they rated the performance, durability and wear the same. These quick-wearing tires should not be marketed as 60,000-mile rated tires. I never thought I would have to purchase four new tires in such a short time.

Desired Settlement: I just spent $536.33 for a new set of tires, and that price does not include an alignment of $89.95. I would like a full refund of $626.28 plus compensation for my time and inconvenience. Thank you.

Business Response: February 10,2014

Better Business Bureau of Upstate South Carolina
Attn:***** *******
408 North Church Street, Suite C
Greenville, SC 29601-2149

RE: ***** *****
BBB ID#
Michelin File # *******

Dear ******

We received your email regarding ***** ***** and appreciate the opportunity to respond.

In order for us to determine how we can assist, we will need a tire inspection from a participating Michelin tire dealer such at ******, ***** Auto Center or ***.  *** ***** can also obtain a complete listing of dealers from our website dealer locator which can be located by clicking on the link below;

http://www.michelinman.com/dealer-locator/dealer-locator.page?stringRadius=10&searchAddress=60660&latitude=41.9901263&longitude=-87.66304500000001&state=IL&city=*******&dl_postal_code=*****
Please be aware that ****** only services tires that they sold.  Once the inspection is completed we would like for *** ***** to contact us while she is there at************** ext ***** between 8:00 AM and 5:00 PM eastern time,so a decision can be made as to what needs to be done in order to resolve their complaint.

Sincerely,


**** ******
Michelin North America
Executive Response Team

2/24/2014 Guarantee/Warranty Issues
2/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased 4 new Michelin tires from a local *** dealership at a cost of over $1600. In less than 1 year and less than 10,000 miles of use, the rear tires are almost completely bald and need replacing. The dealership measured the tread and using their specs., the tires failed and were shown to be "worn below minimum specifications." I wrote Michelin and received a reply that they would prorate the cost of the rear tires if I went to the dealership, and had the dealership contact Michelin while my car was there in order to verify the defective tires. (Michelin also told me that wear on tires can vary if they're not rotated. However, ***, regarding their vehicles and especially the **, is adamant that you do not rotate the tires as they have a 50-50 suspension.) I went to the dealership where they contacted Michelle to have the tires prorated. They offered two thirds of the cost of two new tires towards two new tires. I was expecting the prorated amount to be in the form of a refund as I certainly wouldn't want the same tires put on my car. In researching on the Internet I have now seen that I am not the only one having an issue with these tires. I have also seen that Michelin has a current recall on tires for the same exact problem. The current tires on my car are: *** **** ** ** ****. The two front tires have normal wear for 10,000 miles.

Desired Settlement: Refund or replacement of 2 rear tires would suffice.

Business Response:

February 7, 2014 

Better Business Bureau of Upstate South Carolina 

Attn: ***** *******

408 North Church Street, Suite C

Greenville, SC 29601-2149 

RE: **** *******

BBB ID#: *******

Michelin File #: ******* 

Dear****** 

We received your email regarding **** **** ******* and appreciate the opportunity to respond. 

Our Consumer Care department spoke to *** at **** ******* *** on 12/26/13 to provide guidance on **** ********* worn rear tires on her 2008 *** **. We advised *** that per the mileage warranty guidelines he could pro rate the tires. 1 tire would be a 38% charge adjustment while the other tire would be a 33% charge adjustment. This is equivalent to a 62% discount on one and a 67% discount on the other. The adjustment is to be given up front to the consumer in this case towards the purchase of 2 new replacement Michelin tires. 

If a Michelin tire is covered and wears out evenly across the face of the tread before delivering the warranted mileage, Michelin will replace the tire with a comparable new MICHELIN® replacement tire on a pro rata basis. This means that you will be responsible for paying a portion of the cost. In this case, the Michelin Latitude Tour HP tires in question have a 30K mile warranty. The Michelin tire retailer will determine the portion for which you will be responsible. You will be responsible for paying in-full the cost of mounting and balancing the tire, and the cost of any other service charges and applicable taxes.

Treadwear is determined by many factors:

- type of vehicle (heavier vehicles will wear tires more rapidly)

- driving habits (aggressive driving accelerates wear)

- driving style (around town driving results in quicker wear rate than highway driving)

- geographical location (tires wear quicker in a mountainous region)

- how vehicle is maintained (regular alignment/suspension checks)

- how tires are maintained (proper air pressure and rotations)

 

Our offer as stated above per the warranty guidelines is fair to **** *******. If **** ******* *** needs additional information to process this claim, please have them contact our Consumer Care department at************, and reference case number *******.  

Sincerely,

****** ********

Michelin North America

Executive Response Team

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint. 

The vehicle had one set of Michelin tires prior to these faulty ones. They were the original set on this 2008 car, they were evenly worn, never rotated (as per *** recommendation), had over 40,000 miles, and still had tread remaining when I replaced them. My driving style, level of aggression in driving, location, and ALL of their tread wear excuses listed on the response did not change from the first set to the faulty set. In guaging the wear from the first set (and frankly, all tires on every car I've ever driven), it is clear that my driving "style" does NOT result in uneven wear OR wear of the rear tires at a rate faster than the front, let alone 4 times faster.

 
The offer he references in Dec. was not sufficient then due to the substantial cost I would have incurred as a result of their "lemon" tires (It put the burden of all labor cost on me, which I had paid less than a year prior.), and it is less sufficient now: it was prior to the tread being completely bald in a matter of a few weeks since then and less than a thousand miles. I am now at less than 11,000 miles on the tires and you can barely make out the tread at all on the rear tires, while the front 2 have wear consistent with driving 11,000 miles.
 
These 2 of the 4 tires are clearly substantially below quality standards. The service manager I spoke with at *** agreed. While Michelin also suggests that tire maintenance plays a part in tire life, according to my vehicle guidelines, there is no need for tire rotation, (as stated in my original complaint), and I was told alignment is also not necessary after only 10,000 miles.
 
For these aforementioned reasons, I'm rejecting the response from Michelin Tires which places the blame on the driver and not the substandard quality of the tires. 

Regards,

**** *******




Business Response:

February 10, 2014 

Better Business Bureau of Upstate South Carolina 

Attn: ***** *******

408 North Church Street, Suite C

Greenville, SC 29601-2149 

RE: **** *******

BBB ID#: *******

Michelin File #: *******

Dear ******

We received your email regarding**** **** ******* and appreciate the opportunity to respond. 

It is impossible to predict how long tires will last. This is one of the reasons we attach a mileage warranty on the majority of our tire lines. A mileage warranty is as stated, a warranty, not a guarantee. In the case that you do not receive the mileage as indicated by the warranty for a specific tire line, in this case 30,000 miles, then you would be eligible for a pro rata adjustment as described in our warranty. The Michelin warranties can be found in our Owners Manual as well as can be printed off of our website, www.michelinman.com. A link to the warranty owners manual is attached below. 

http://www.michelinman.com/mediabin/Approved/Michelin/Visuals/Digital/Owners%20Manual_Post_Promise_Plan.pdf 

We also provided **** ******* with examples of factors that typically affect treadwear. These examples are not intended to be excuses or a diagnosis of her specific situation, but as described, examples of factors that affect treadwear. 

If a Michelin tire is covered and wears out evenly across the face of the tread before delivering the warranted mileage, Michelin will replace the tire with a comparable new MICHELIN® replacement tire on a pro rata basis. This means that you will be responsible for paying a portion of the cost. In this case, the Michelin Latitude Tour HP tires in question have a 30K mile warranty. The Michelin tire retailer will determine the portion for which you will be responsible. You will be responsible for paying in-full the cost of mounting and balancing the tire, and the cost of any other service charges and applicable taxes. 

The above stated warranty has been the printed warranty that is consistent with all mileage warranty claims Michelin receives. The warranty gives the consumer the benefit of receiving a percentage discount on the percentage of the mileage they did not receive per the stated warranty. 

To assist in satisfying this claim, we can offer an extended adjustment on the 2 tires of 2 @ 25% charge, equivalent to a 75% discount towards the purchase of 2 new Michelin tires. This is an extended discount of an additional 13% and 8% from the initial offer which was per the warranty guidelines. If this is acceptable, please advise and we can work with**** ******* *** to complete the claim. 

Sincerely,

****** ********

Michelin North America

Executive Response Team

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID******** and find that this resolution is satisfactory to me. I have made an appointment for Wednesday, February 19, at **** ******, in order to replace the rear two tires.  

Regards,

**** *******


1/23/2014 Guarantee/Warranty Issues
1/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I replaced the OEM tire on my 2011 ****** ***** at 35,000 miles with the Defender XT purchased from ****** on 11/29/2013. I did expect a 5% increase in fuel use because of all the known new tire issues such as larger diameter, tread break in etc. I am however seeing a 19% increase in fuel use after about 1000 miles of driving. My mpg has gone from 55 as measured at the pump (miles driven on odometer / gallons at fill up) to about 45 mpg. All other factors have been the same, the only change has been the tire. This increase in fuel use is unacceptable. The tire is FALSELY ADVERTISED as a Low Rolling Resistance (LRR) tire.

Desired Settlement: I would like to exchange the Defender XT tires to a new set of Michelin Energy Saver A/S mounted, road force balanced and installed on my vehicle for no additional cost.

Business Response:

Thank you for allowing us this time to respond.

First, please let us say that this is the first we have heard of this complaint from **. *********.  With that said, we announced (effective March, 1, 2011) that we were implemening a new Michelin Promise Plan.  A part of that plan includes a 30 day satisfaction guarantee - which states "If you're not 100% satisfied with your new Michelin tires, just bring the tires and original sales receipt back to the place where you bought the tires within 30 days of your purchase and we will gladly exchange them for a new set of tires of equal or less value."  Secondly, when we make a statement, especially regarding a new product, tests after tests are done to ensure what we claim about the tire is correct.  Does this mean that our statement will hold true for every tire, on every vehicle, in every situation?  Certainly not.  However, our claims are held to such high standards that we feel the majority of consumers will benefit from what we state.  We are sure you would agree that it would be impossible for Michelin or any tire manufacturer to test every tire, every tire size, on every vehicle in all driving conditions. 

So, **. ********* should have returned to ****** to request the tires be replaced.  Michelin does not cover any of the dealer services, such as mounting and balancing, and certainly not road force balancing because that is a personal preference/choice of the consumer.  We have no problem whatsoever to allow these tires to be replaced - at no charge - except for any additional dealer services which also excludes new valve stems and taxes.  These charges are all the responsibility of the consumer. 

**. ********* should first contact ****** to see if they will assist him in replacing the tires (even though it is over the 30 day free period).  If they will not assist him, he should call ************** and select option 1, then option 3, then option 3 to reach a Consumer Care Senior Representative who will be happy to assist - again with replacing the tires alone free of charge.   We will leave this offer open for 30 days from the date of this email response. 

Please let us know if you need additional information. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

I was able to exchange the tires at ******, no other Michelin dealer would accept the warranty exchange. All of them complained that Michelin reimburses them $3.50 / tire for the warranty exchange, and that is simply not a profitable transaction for them. They will make up the cost with installation fees quoted as over $100 for the set, which is 75% over normal installation cost in this area, to make up for the profit loss from the tire sale.  It therefore made no sense to pursue, I had to drive 20 miles back to ****** for the return.

I have the following recommendations for Michelin. 

1) Stop marking nearly all tires in your line up as a Low Rolling Resistance (LRR) to increase sales and mislead the consumer. I fully understand there is no agreed upon industry standard on LRR.  I am sure in your internal testing you know how your tires compare to the real and only LRR tire you have, the Energy Saver family.

2) I recommend that you fully disclose the actual rolling resistance of your tires on your website in engineering units (Newtons of force or pounds of force under realistic use conditions) as well as expected gallons of increase over the only LRR tires you have, the Energy Savers. This will help consumers make a valid comparison and the right decision as well as reduce your warranty return cost. 

I have also notified the NTSB of this LRR claim that many tire manufacturers are taking advantage off because of lack of common testing standard and misleading the public.

After installation of the Michelin Energy Savers, I am getting nearly 60 mpg on the Prius vehicle.  With the Defender XT's, it was about 45 mpg. The Defenders tire line should NOT be marketed as a LRR tire.

Regards,

***** *********


1/15/2014 Problems with Product/Service
1/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Michelin has a recall on tires ltx which I had purchased new but mine were the 17", I called the 1/800/231/5893 and filed a complaint because my tires always loss air even when they were new. I took the tires to ***** **** ****** in *********, **. I was told that my tires were dry rotted and all 4 were low on air. They were extremely nice and helpful in working on helping me get the recall on these tires. At first Michelin offered 2 tires 10 percent and 2 tires 20 percent. I started not to put new tires on at that time but my daughter said are we being safe on dry rotten tires? I went ahead and told them to put the tires on and I called Michelin back and they gave me what I thought she said was 70 percent but according to ***** it was 30 percent. I called Michelin back and they offered me 50 percent but I explain that I had purchased the tires because they were dry rotten and I wanted to protect my family health and. Safety. ***** with Michelin stated that I had all ready agreed because I purchased the tires. I did not get out of ***** until approximately 5:30pm they worked with Michelin for. Almost a half of a day. According to Michelin owners can have them replaced at MIchelin stores at no charge according to the Michelin. Recalls 1.2 million tires in US. I.paid $772.39.

Desired Settlement: Michelin should settle with me as stated on the December 16, 2013 recall statement. They should have never said anything about any percentage. I am asking for Michelin to do the Right thing and reimburse me back for my purchase of my Michelin 4 tires. I should have never had been forced to make that decision. I am not sure of the address but another phone number I called 1/800/847/3435.

Business Response:

Thank you for allowing us this opportunity to respond. 

We have had several conversations with *** ***** beginning December 16, 2013.  Below is an itemization of those calls:

1)  She wants her tires covered under our recent recall.  Her tire size is P265/70R17.  The recalled tires are LT235/75R16.  Her tires do not qualify based on the size.

2)  Tires covered under our warranty (and all other tire manufacturer's warranty) are pro rated.  *** ***** has 2 tires that are 90% worn and 2 tires that are 75% worn.  She cannot provide us with a date the tires were purchased, and she cannot verify the mileage on the tires.  After advising one of our supervisors that she did not feel she was being treated fairly, we agreed to allow all 4 tires to be replaced at a 70% charge to her (instead of 2 at 90% charge and 2 at 75% charge).  After she told the tire dealer to go ahead and replace her tires, she then called our office again and wanted us to consider refunding her for what she paid.

3)  We have tried to explain how a tire warranty works.  She simply wants free tires.  We have advised her that we will not be refunding any additional money for her replacement tires. 

4)  We have no previous record in our consumer files that show she ever contacted us (prior to her first call on December 16th) to report any problem she was having with her Michelin tires.

Because we allowed her an additional discount, and since her tires are not part of our recall, we feel she was treated fairly.  If you need any other information regarding this file, please let us know.  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID*******, and have determined that this does not resolve my complaint. 

Regards, 

 
The reason I am rejecting the statement that they gave is because they did not tell you all the truth. 
When I call Michelin they was going to give me more of a discount but when they found out that I went ahead and purchased the tires they refused the offer. I also explain that I was in a auto accident approximately 2 years ago and the tires was not on my mine. I have a whip lash of the back and neck and had a torn rotator cuff which I had surgery on 04/11/13. I am very sorry but my auto mechanical skills are very poor. I know that the ***** Rep told Michelin that the tires were made in the time frame as the recall tires. Michelin has more tires that are dry rotted besides mine and they need to have a recall on all of them. I should not have been forced to take a lessor percentage off the tires because they were dry rotted and I wanted to be safe. I fell as the BBB should step in and protect the people that has purchased Michelin in this time period and have them recalled. I did e mail you the recall statement. Because my tires are worn out is because you could not keep. The correct tire pressure in them. Even when they were first purchased.  I also want BBB to know that I have already had to have air put in my knew tires they had like 33 -34 lbs of pressure ******* **** put the correct pressure in them.
Thank you,
******** *****




Business Response:

The facts still remain the same.  This recall has nothing to do with 17 inch tires or sidewall cracking.  Her tires were covered under our warranty, pro rated based on tread used. 

We have had several conversations with *** ***** beginning December 16, 2013.  Below is an itemization of those calls:

1)  She wants her tires covered under our recent recall.  Her tire size is P265/70R17.  The recalled tires are LT235/75R16.  Her tires do not qualify based on the size.

2)  Tires covered under our warranty (and all other tire manufacturer's warranty) are pro rated.  *** ***** has 2 tires that are 90% worn and 2 tires that are 75% worn.  She cannot provide us with a date the tires were purchased, and she cannot verify the mileage on the tires.  After advising one of our supervisors that she did not feel she was being treated fairly, we agreed to allow all 4 tires to be replaced at a 70% charge to her (instead of 2 at 90% charge and 2 at 75% charge).  After she told the tire dealer to go ahead and replace her tires, she then called our office again and wanted us to consider refunding her for what she paid.

3)  We have tried to explain how a tire warranty works.  She simply wants free tires.  We have advised her that we will not be refunding any additional money for her replacement tires. 

4)  We have no previous record in our consumer files that show she ever contacted us (prior to her first call on December 16th) to report any problem she was having with her Michelin tires.

Because we allowed her an additional discount, and since her tires are not part of our recall, we feel she was treated fairly.  If you need any other information regarding this file, please let us know. 

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID*******, and have determined that this does not resolve my complaint. 


Regards,

******** ***** Michelin should.recall tires that were made in that time frame due to being rotten,  They know that my tires were made at the same time of the tires that they are recalling. The reason that some of my tires are worn worst than the others because they are rotten! Yes, I want to be treated like any other Michelin Customer that had there tires replaced! They know that they was in the wrong that is why they offered me more of a discount because they know that these tires should be recalled! Just because I provided safety for me and my family that has nothing to do with them reimbursing me for the product I purchased and they should stand behind the policy and procedures of this product" if they do not then the BBB should step in and have all the tires recalled in this time period! 

 
Thank you,
******** ****** *****



1/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 11-22-2013, after seeing a Michelin **** commercial for a $70 rebate, I researched tires for my *** ****** using the Michelin website which promoted a $70 rebate with the purchase of 4 new tires. I used their 'Locate a Dealer' button on their website to find a nearby dealer.I noticed that a '******** ****' was listed and I knew of a '******** ****' dealer that had just opened recently in an area I frequently shop. So I purchased 4 new Michelin LTX tires and submitted my rebate for the $70 online with Michelin @ http://www.michelin-rebates.com/. The 'NEW' dealership I used was not listed so I sent a e-mail to Michelin and was instructed to 'write-in' the address of the '******** ****' dealer I purchased the tires from(Rebate Submission ID:******)Yesterday I received a rebate denial from Michelin stating that I did not use a 'Qualifying Dealer'. I feel that I am a victim of deceptive advertising since the commercials I had seen did not clearly say that the rebate would only be valid if tires were purchased at a 'Qualifying Dealer'.I called Customer Care and was told that my rebate was not valid because ******** **** was not a qualifying dealer. I then explained that I used their website to 'Locate a Dealer' and that ******** ****(which is a major chain) is listed on their website and I used the closest ******** **** to my home. The representative said that only dealers listed would be honored in the rebate offer. I told him that their commercials did not clearly state that you must use their website to 'Locate a Dealer' and then purchase tires only from the dealers listed. I also pointed out that this was a very poor way to do business! It is my opinion that this is deceptive advertising by a major company that I would have never thought would require detailed research to make sure that were no 'exclusions' to their rebate offer.I currently have Michelin tires on 3 of my 4 vehicles and this experience will influence my tire buying choices in the future.Thank you for your assistance!

Desired Settlement: Refund of my $70 rebate which was denied.

Business Response:

We called the consumer today and advised him that we are requesting a check for $70.00 which he should receive in 3 to 4 weeks

(with the Holidays upon us).  Hopefully, this will be an acceptable resolution to him. 

12/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a new 2013 **** truck equipped with Michelin ltx at ****s in Aug 2013. While washing my new truck with 3,000 miles I noticed extensive cracking of the ****s near the wheels rim. This is on all 4 ****s plus the spare. The ****s were made 12th week of 2013 and this is very concerning. I went to ******** **** and apparently cracks in ****s are so common that they have a picture guide to help determine severity. I have hundreds of cracks in each **** and feel this is a safety issue. I have never had cracks in brand new ****s before and the employee at ******** **** admitted there were a lot of cracks but didn't meet the requirement from Michelin. How can brand new ****s already be cracked and look weathered? I am concerned driving my truck with my family in it with these ****s. If they are this bad at 3,000 miles how bad will they be in 6,000. Very dangerous and not safe to drive!

Desired Settlement: I would like my tires replaced so I will not have an escalated risk of damage or an accident. These are practically brand new with 3,000 miles on them and I want all of them replaced with new, defect free tires.

Business Response:

December 20, 2013

                                               

Better Business Bureau of Upstate South Carolina

Attention: ***** *******

408 North Church Street, Suite C

Greenville SC 29601-2149

 

RE: Consumer:  ***** ***** BBB ID #: *******Michelin File #:*******

 

Dear *****,        

 

We received your email regarding *** ***** *****, complaint ID #*******, dated December 19, 2013, and appreciate the opportunity to follow up and respond.

 

We called ******** **** and according to ***** who performed the inspection, the tires only have very minor, superficial cracking at the bead. The cracking is not open and does not represent a safety issue. This condition is not considered warrantable but as goodwill, we advised ******** **** we will offer to replace tires at 75% discount. I called **. ***** and explained above. He stated he may want to pursue a second opinion from another authorized Michelin **** Dealer.  We are holding our goodwill offer of 75% discount open for 30 days.

 

Sincerely,

 

***** ****

Executive Response Team

Michelin North America

12/20/2013 Problems with Product/Service
12/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased 4 Michelin Primacy MXV4 tires in August of 2010. They came with a 60,000 mile warranty. After only putting 20,000 miles on these tires, they are all suffering from dry rot. I have contacted Michelin and they claim it is a cosmetic issue - it is not. It is a safety issue. My case number with Michelin is *******. I am very concerned and upset at their cavalier attitude.

Desired Settlement: New tires - they need to honor the warranty.

Business Response:

November 15, 2013

Better Business Bureau of Upstate South Carolina

Attn:  ***** *******

408 North Church Street, Suite C

Greenville, SC 29601-2149 

RE:  ****** * ********

BBB ID#*******

Michelin File # ******* 

Dear ****** 

We contacted the consumer again regarding their complaint and appreciate the opportunity to respond. 

We contacted the consumer and fully explained our warranties and how they are applied. We advised that in this case, we are actually going above and beyond the warranty coverage by extending a goodwill offer to assist.  The consumer refused the goodwill offer. 

If there are additional questions, please do not hesitate to contact us. 

Sincerely, 

**** ******

Michelin North America

Executive Response Team

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID*******, and have determined that this does not resolve my complaint. 

This is not a warranty - 55% off retail on another set of Michelin tires???  I have a safety defect here and all they want to do is talk about a discount based on supposed goodwill.  Not buying it!   Regards,

****** ********



Business Response:

We have tried during several conversations with *** ******** to explain our warranty process.  We cover only one thing - manufacturing defects in workmanship and material, for 6 years from the date of purchase, or until the tires are worn out - whichever comes first.  Once it is determined that a tire is covered under our warranty, we pro rate the tires cost.  The consumer pays for the amount of tread used, or mileage received if there is a mileage warranty.  The consumer pays that  percentage, plus all dealer services related to the adjustment.  All tire manufacturers use this model when adjusting tires.  We do not adjust into competitor tires - nor do other tire manufacturers. 

These tires are 60% worn, therefore, she should be paying 60% for replacement tires.  (One tire was damaged, not covered under our warranty, and it was included, as well.)  So, we have offered to adjust 4 tires at a 45% charge to her into comparable Michelin tires.  She is also responsible for the dealer charges for services.  She has refused our offer.  We have advised *** ******** that our offer is more than fair, more than coverage under warranty and we cannot allow her an additional discount.  Should she wish to accept our offer, we will hold our offer open for 30 days from the date of this email. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have decided it is hopeless and I may as well accept what they are offering.  I think it's woefully inadequate but frankly I am tired of arguing.

Regards,

****** ********


11/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 2013 **** *-250 King Ranch in May 2013 with 5 Michelin tires that had a DOT manufacturing code of the 10th week of March 2013. After approximately 3000 miles I noticed very small cracking along the bead of the tires. I took some digital photos of the cracks for reference. Approximately 1000 miles later I checked the tires again and noticed the frequency of the cracks had increased significantly. I took the vehicle to the **** dealership and they informed me that all tire warranty issues needed to be handled through the tire manufacturer. They provided me with the courtesy of contacting Michelin and informed me that I needed to take the tires to a Michelin dealer to inspect the damage. I took the vehicle to ******** **** in ********** ** and the salesman informed me that it was a cosmetic issue, despite the fact that I had told them of the newness of the tire and the rapid progression. He then showed me a set of images that demonstrated dry rot cracking severity that both did and did not warrant a safety concern. I disagree with the assessment that these are not a safety hazard as dry rot requires time and exposure, both of which these tires have not experienced. Even so, tires that retail for $338 each should not experience cosmetic defects that appear similar to dry rot within the first 15% of their warranted life nor within 6 months of manufacture. These have shown both.******** **** contacted Michelin, who offered me 70% of the tire value to replace them through their goodwill program. Basically I am required to pay 30% of the tires' value in order to get a product that is not suspect of safety concerns and that appears its actual age and quality. I find it upsetting that Michelin would not recognize that the appearance of a defect, even cosmetic in nature, in under 5000 miles of a tire's life, would not warrant a replacement.

Desired Settlement: Ideally I would like to replace these tires with a set of equal or lesser value from another manufacturer. At the very least I expect to have the tires replaced with the same tire, absent this or any other defect, as that is what I have thought I had purchased but not yet received.

Business Response:

October 29, 2013

 

Better Business Bureau of Upstate South Carolina

Attention:***** *******

408 North Church Street

Suite C

Greenville, SC  29610-2149

 

RE:  Consumer:  **** ******

BBB ID #:  *************** **** *********

Dear****** 

This is in response to the consumer’s letter, and we appreciate the opportunity to respond.   

The consumer purchased a 2013 **** **250 King Ranch truck in May of 2013.    After driving the vehicle for 3,000 miles, he noticed very small cracking around the bead of the tires.  He took digital pictures for reference.    Approximately 1,000 miles later, he noticed the frequency of the cracks had increased significantly.  He took the vehicle back to the Ford dealership where he made the purchase and was advised that he needed to contact the tire manufacturer. 

On 10/18/2013, the consumer went to ******** **** in ********** ***** for an inspection of the tires.

****, who works at ******** ****, advised him the cracking was cosmetic, and not a safety issue.  He called Michelin, and we offered to adjust out the tires at a 30% charge to the consumer.   

The consumer does not agree with the inspection.  He does not feel that he should have to be paying money for tires on a new vehicle that is not even six months old.   

The consumer would like to have the tires replaced at no charge.   

We can certainly understand how the consumer feels.  This is a new vehicle.  We agree that he should not have to be replacing tires.   

We called **** at ******** **** this morning and advised him that we would like for him to replace the consumer’s tires at no charge.   

We also called the consumer and advised him to call ******** **** and make arrangements with them to have the tires replaced.  

This resolution was amicable to both the consumer and Michelin.  

Kind Regards, 

****** ******

Executive Response Team

Michelin North America

 

Business Response: *************************

11:43 AM (49 minutes ago)

to me


** ******

Please have the consumer provide us with the invoice showing he paid for the labor costs, and we will reimburse him directly by mailed check. He can either scan and provide to you so you can get to us electronically, or he can mail a readable copy to us to;

Michelin North America
One Parkway South
Greenville, SC 29615
ATTN: Consumer Care - ****** ********

If any questions, please let me know......

Thanks!


****** ** ********
Training Manager - Consumer Care
Michelin North America
******* ***** ********
***** ***** ******** *****************************

11/12/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Michelin tires separate while driving on the interstate the tread separated from the tire making the car spin out of control into on coming traffic not only can cause damages to the car but could have cost wrecks resulting in fatalities the tire does not go flat the cap comes off causing the tire to lock up and jerking the car out of control

Desired Settlement: I would like the public to know about the tires separating even tho the tires are still under warranty all 4 tires on my car had to be replaced These tires all separated Uniroyal tiger paw awp11 ********* I would like to have a refund for the tires and damages in the amount of 25000 done to my car.This was not a flat. this was factory defect

Business Response:

October 28, 2013

Better Business Bureau of Upstate South Carolina

Attention: ***** *******

408 North Church Street, Suite C

Greenville SC 29601-2149

 

RE:  Consumer: ****** **** ******

BBB ID:*******

Michelin File #******* 

Dear *****: 

We have reviewed *** ****** ******** letter.   Her tire was sent in to the Product Liability Lab for inspection.  She was notified in writing the tire failure was due to air filtration from a repaired puncture in the shoulder area of the tire.  She was advised as well since the subject tire was damaged due to a puncture and showed no indication of material and workmanship condition Michelin is in no way responsible for any damages that may have incurred and her claim would be denied.

Sincerely,

******* *****

Executive Response Team

 

 

11/12/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased 2 Michelin tires from ************. One of the tire develops a slow leak in cold temperatures due to a manufacturing defect. The tires are less than 3 months old. Have only 460 miles on them. Have been inspected for punctures, road hazard, and bead damage and nothing has been found. **** **** told me that Michelin will only honor my warranty if I buy another tire and mail the defective one back in - at which time they will cut the tire up - not returning it if it is not found to be under warranty.

Desired Settlement: All I want is my defective tire replaced. I'm not asking for anything other than a working tire - that I purchased - clearly with a written warranty

Business Response:

Better Business Bureau of Upstate South Carolina

Attention ***** *******

408 North Church Street, Suite C

Greenville, SC 29601-2149

 

RE:                   **** ****

BBB ID:           *******.  

Michelin File:  ******* 

Dear *****: 

We received your email regarding **** **** and appreciate the opportunity to respond. 

In order for us to determine how we can assist, we will need an inspection from a participating Michelin tire dealer such as *** **** ******, **** *******, ******* **********, or ******** ****. *** **** can also obtain a complete listing of dealers from our website dealer locator by clicking on the link below. 

****************************************************************************************************************************************************************************************************************************************

Please be aware that wholesale clubs such as *****, ******, or **** only service tires they sell.  Once the inspection is completed we would like for*** **** to have the dealer contact us while he is there at 1************* *** ***** so a decision can be made as to what needs to be done in order to resolve his complaint. 

Sincerely, 

******* *****

Michelin North America

Executive Response Team Member

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

**** ****


11/5/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Michelin has a promotion running for a $70 rebate when purchasing 4 select Michelin tires (mine did qualify). On the promotion page, there is a link where you can put in your zip code to find a dealer. ****** is listed as one of the participating sponsors. So, I selected ****** as my retailer and had my tires installed on 08/24/13. The promotion began, according to the Michelin website, on 08/22/13. I personally did not drop the car off, my wife did but after receiving a copy of the bill from ******, I filed for my rebate from Michelin - only to be told two weeks later that I didn't qualify because I didn't purchase the tires from a "qualified" retailer. ****** did not discount the purchase by $70 either. I called their promotions department and customer care only to be told the same thing - it did not qualify. In my opinion, ****** should not have been listed as participating in the rebate if, in fact, they were able to fulfill the rebate request.

Desired Settlement: I would like the &70 refund to which I feel I am entitled because according to the Michelin website, it made it seem that ****** was a participating tire center.

Business Response:

October 4, 2013 

Better Business Bureau of Upstate South Carolina

Attn: ***** *******

408 North Church Street, Suite C

Greenville, SC  29601-2149 

RE:  Consumer:  **** ***** ******

BBB ID#:*******

Michelin File #: ****** 

Dear ******

We contacted *** ****** and advised that any dealer that participates in our rebates have $70.00 beside the dealer information.   

As ****** does not participate, there was no $70.00 notation identifying them as a participating dealer in the promotion.   

Please let us know if you have any questions.  

Sincerely, 

****** ********

Michelin North America

Executive Response Team

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID*******, and have determined that this does not resolve my complaint. 

****** is hardly what I consider to be a member of the "executive response team". The only thing she did was reiterate what the website reflects. I tried to explain to her the issue I saw with the website and how it's misleading to include ****** in the search list located on the rebate page. She also belittled me by saying I was absolutely the only customer to bring to this to their attention and did not take the time to listen as to why I thought the website design was a little misleading. 

 
It's a shame that poor customer service often accompanies superior products which is what I feel Michelin tires are. Looks like I'm going to have to find a different brand. 
 
Thank you for all of your help in attempting to bring this matter to a positive end. 
Regards,

**** ******




Business Response:

October 4, 2013 

Better Business Bureau of Upstate South Carolina

Attn: ***** *******

408 North Church Street, Suite C

Greenville, SC  29601-2149 

RE:  Consumer:  **** ***** ******

BBB ID#:  *******

Michelin File #:  ******* 

Dear ******

We regret that we are unable to assist *** ****** and that he feels our response was

unsatisfactory.   As per our previous correspondence, the rebate guidelines are very

specific and the complete detailed information is listed on the rebate form as well

as the Michelin web site.   

Sincerely, 

****** ********

Michelin North America

Executive Response Team

11/5/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Tires cracking possible dry rotting little shredding all over the tire. Side threads all worn out. I purchased a set of 4 weather wise 2 tires in December 2010, at my local sears; I drove only approximately 40k miles. I called in Michelin to file a complaint, I was told to go to ***** so a technician would inspect the tires, and call Michelin while Im there. I drove down to sears, and someone looked at it. After a brief look he decided its not dry rotting and all the cracks are only from low tire pressure, and failed to make tire rotations. When I continued to demand that he takes a deeper look, I dont care if u call it dry rot or not, but this should not look like this after barely 3 years! he finally agreed maybe this one looks like its dry rotting, but the other ones are not, or its not bad enough. He went on I can write you up and waste your day here, but you have to understand my job is on the line, when I send back these tires they will ask me what I saw so bad in them. Yes I agree the threads at the center are still good, but I didnt but Michelin tires for threads in the center of the tire. Its the product as a whole.Well I walked out! No Im not interested in wasting my day there, and how in the world can one accuse me of not making tire rotations, when in fact at EVERY oil change once in 3 months I do a tire rotation! Since he told me its safe I kept on driving, but since then I had 3 or 4 punctured tires on different tires, which required me to call emergency assistance to plug it. And I drive very little. It looks like the rubber is falling apart and every little stone on objects punctures the tire.Furthermore, over the past few months I noticed that my car isnt handling the road right [braking, sitting on road etc], I went to the mechanic, checked the brakes, traction etc. But he found nothing wrong. It appears that it feels as if Im driving with my old used out tires before I changed them.I could have bought new tires for $80.00 I spent $160 per tire for the Michelin Weather wise 2, cause I was told this would give me the safest, comfortable and reliable ride. To top it all off, I bought them to feel safe after I couldnt get traction in a winter snow, this week I splashed in a puddle of water on the *** Drive the car shifted out of lane like never before!

Desired Settlement: this product is not living up to what it promised, and it might be not all 4 tires are THAT bad YET, but I didn't buy it to have problems with them until the fail me! I bought them to USE and feel safe!I don't want to waste my days, I want to ALL four tires replaced with Brand New Defender tires [the weather wise is discontinued] I want to have an appointment with the tires ready for me to be installed! I've wasted enough time, and have to fix toooo many punctures all just this month

Business Response:

September 12, 2013 

Better Business Bureau of Upstate South Carolina

Attention: ***** *******

408 North Church Street, Suite C

Greenville, SC  29601-2149 

Re:  Consumer:  **** **********

BBB ID # :  *******

Michelin File # :  ******* 

Dear ******

We received your e-mail regarding *** **** **********, complaint # *******, dated 9/8/2013 and appreciate the opportunity to respond.   

The consumer advised that he purchased a set of Weather Wise 2 tires from ***** in December of 2010.    He indicated that his tires were cracking all over the sidewall.  The tires have 40,000 miles on them.    

He called Michelin 8/27/2013 and was advised to go to ***** to have the tires inspected.    ***** apparently told the consumer he was not rotating his tires.  The consumer indicted that he does the tire rotations on his vehicle.  They also advised him that his tires were safe to continue to drive on.  The consumer continued to drive on the tires and has since had 3 or 4 tires with punctures.    It looks like the rubber is falling apart and every little stone punctures the tires.    He indicated that his vehicle is not handling the road well.    He took his vehicle to his mechanic who advised him that everything checks out on his vehicle.    The consumer is assuming that his vehicle issues are directly related to the tires.    He would like a set of Defender tires at no charge. 

I called ***** today and spoke with *****.  I asked for an inspection on the consumer’s tires which he could not provide.       

Our warranty covers defects in material and workmanship for six years.  We do not offer road hazard coverage on our tires.    If a tire is defective, it would be prorated based on how much tread is remaining on his tires.  

We will need an inspection on the consumer’s tires before we can make a determination on what type of assistance we can offer.    The consumer can go back to ***** or go to another authorized dealer in his area for an inspection on his tires.  The dealer will need to call us while the consumer is there to review the inspection results.    ****** ****, *** ****, ******* **** and ***** ******** **** are all authorized to inspect our tires.  

We look forward to working with the consumer’s tire dealer to resolve his tire issues. 

Kind Regards,

****** ******

Executive Response Team

Michelin North America

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint. 

I would accept the michelin's response but they offered me nothing to accept... other than nicely summarized my words, and sent me to waste my day with inspections again! An inspection can NOT indicate how well the tires are dealing with the actual road experience. Furthermore, although it might be that the tires don't exactly meet the "so called defect" stage yet, so its not BAD enough yet, I didn’t buy tires to drive around with BAD but not BAD enough tires! Is this the promise of Michelin? I emailed the pictures of the tires, are you BLIND? Don't you see the crackling on the edges? Dont you see the eaten up outside threads??

Going to inspection AGAIN, and when they do find that the outside thread is eaten away just to have them accuse me that I didn't do "tire rotations" feel free to call my mechanic who will confirm that I did them every 3 months, whats the point of me wasting my day? As long as you will always blame my care for the defects, why would I waste more time? Looking at the pictures it is CLEAR that these tires are cracking on the side walls [one is bad others beginning  to follow] its the whole set gone / going bad, no need to be an engineer to see it, all these expectations are good is to blame me for it... [actually I am to blame cause I trusted Michelin!!!!!!!!!]

I didn't ask Michelin to provide me with "tire road hazard service". Don't reframe what I said to find your way out! Tires are expected to handle the ROAD, I'm not driving in a dessert and nor am I driving much at altogether, the FACT is, if a tires gets punctured approx. once a week [every time a different tire] isn't this the greatest indication that something is wrong with the rubber? ITS A FACT! no need to inspect the tire to know that it should not be so!

There is no other outcome here, other then replacing these tires, I PAID for them and I need them replaced! Its not what I was promising and this product don’t live up! While if it meets already the “official” dry rot stage, I DON’T CARE! No need to wait until it rots all the way, and until that drive with less than good tires!

Regards,

**** **********



 

Business Response:

September 26, 2013 

Better Business Bureau of Upstate South Carolina

Attention:  ***** *******

408 North Church Street

Suite C

Greenville, SC  29601-2149 

RE:  Consumer:**** **********

BBB ID # :  *******

Michelin File # : ***** 

Dear ******  

We received *** ************ rejection letter of 9/18/2013. 

We are somewhat perplexed since we offered to assist the consumer.  All he needs to do is go to an authorized Michelin tire dealer for an inspection.  The dealer will call us with the inspection while

he is there to determine what type of compensation we can offer.    The consumer will have to go to a dealer to have the tires replaced anyway.   

In order for us to move forward, the consumer will need to go into one of our authorized dealers for an inspection.  If he refuses to have the tires inspected, then we are assuming he does not want our assistance.   

Kind Regards, 

****** ******

Executive Response Team

Michelin North America

 

 

 

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint. 

I decided to give it another shot, since my bad experience @ my local *****, I went to ***** **** ** ***** ** the next local auterized dealer, , I spoke with ******* *******, he told me ALL FOUR tires needs to be replaced! The location was toooo busy that should take the time to place a call to Michelin at the time. And sisnce I purchased it from ***** they asked me to come back on Thursday when they will have time to call.

At this point I want a direct number with someone to speak to, and I want them replaced with 4 new defender tires. I spent a lot of money on my tires only had trouble, and now I want them replaced with good tires so I at least get something to make up for my money.

Regards,

**** **********




Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint. 

I did go AGAIN to a authorized tire shop ***** ******** **** ** ***** ** ****** ** ****** ************ I spoke with ******* *******, he called in Michelin and reported his findings. ALL tires are cracking on the sides, he confirmed its NOT from damage to the tire or road conditions. After he reported the results of his inspection, I was offered a pro-rated credit, but I would still be responsible for the cost of 60% of the new tires, resulting that after installation fees in would cost me approx $485 for a set of defender tires.

This is totally unacceptable! I bought the Michelin tires LESS than 3 years ago - I could of bought any cheap tire for $89 per tire, but I was promised the best and safe experience - so I paid $160 per tire -  hardly after the first six months, I started having issues. Since I was so CONFIDENT that I bought "the best brand tires", I invested in them, rotating, wheel alignments, checking pressure, and MAINLY repairing the flats by professionals with patches etc. At first,  each time I got another puncture we did NOT suspect that something is wrong with the tire, so I fixed it - after a few patches my tires shop guy started to suspect "it might be the tire", but we all had the confidence "it’s a Michelin Wheatear wise" it can't be this is failing so soon... So I kept on investing money in them and NOT just dumping them. I even went back to Sears they told me keep them, these are a good brand and rather fix it than replace with a cheaper – now we all know why every little stone punctures it….

Now totaling all problems I had I invested over $500 in these tires [each flat ranging from $35 - $75 per incident], I barely drove 32k miles on these tires! And now I should spend ANOTHER $485??????? Is this insane? As If I have a yearly budget for tires??? I allowed myself to buy tires 2.5 years ago for $600, I kept on investing in them not realizing the real problem - until the problem became worse it’s a apparent - and now I have to spend addition out of pocket money just to be safe on the road and now blow up by these dry rotting tires?

How does Michelin have the audacity even to say that? we are talking of a 90k mile GURANTEED tired that failed miserable at 30k miles gave me hell soon after 6 months, I barely paid for installing tires 2.5 years ago and ONLY BECAUSE of YOUR MICHELIN FAILING tires I needs to pay this again?????????????????????

In the real world, Michelin would have to send me flowers apologize for putting me this thru after I put my TRUST, SAFETY, MONEY with them! All those times I was stranded on the road with my wife and little kids all because of??? HOw about the hours I had to invest in this?? Did I buy tires to spend my day at Sears or At Mavis or repairing my punctures??? I am not asking much to compensate ALL I need is a set a SAFE tires installed! The very same thing I PAID FOR!!!!!

All I'm asking is I need a set of replacement tires "The Defender" replaces the Weather Wise 2 paid in FULL with installation by Michelin, thats a MORAL and OBLIGATED responsibility so I get the experience I was promised and paid for! Now I would ask for the Wheel alignment paid for by Michelin as well as compensation, I know I would do it for my client of trusted and believed in me!

Thanks for your understanding!



Regards,

**** **********

 

Business Response:

October 15, 2013

 

Better Business Bureau of Upstate South Carolina

Attention:  ***** *******408 North Church Street

Suite C

Greenville, SC  29601-2149 

Re:  Consumer:  **** **********

BBB ID # : *******

Michelin File # :  ******* 

Dear ******  

We have received the consumers third e-mail  dated 10/3/2013 and appreciate the opportunity to respond.   

The consumer has apparently had several road hazards which he feels are in some way related to the sidewall cracking.    If you run over or hit an object in the road, it can damage the tire.   It has nothing to do with the cracking in the sidewall.    We do not offer road hazard coverage on our tires.  Many tire dealers in the replacement market do offer road hazard coverage on the tires they sell.    It may be beneficial for the consumer to investigate this coverage with the tire dealer.   

If a tire is defective, it is prorated either by the amount of tread remaining on the tires or the mileage warranty that we offer on the tire.  We calculate it both ways and whichever way is most beneficial to the consumer is how we make the adjustment.  The consumer has driven 43,000 miles on the tires.  The consumer purchased the tires in December of 2010 so the tires are almost three years old.  Free tires are not an option.   

Our warranty covers defects in tires for six years on a prorata basis.    The Weather Wise II tread design came with an 80,000 mile limited mileage warranty.  Our warranty does not include compensation for the consumers time or vehicle maintenance.      We decline his request for compensation for his time and vehicle maintenance.   

We have offered to adjust 2 tires at a 50% charge and 2 at a 60% charge.    If we averaged this out, it would be a 55% charge.  As a good will gesture, we are taking an additional 15% off the charge.  The consumer will purchase four tires at a 40% charge.    We feel this is more than fair and are unable to offer any further assistance.   

The consumer can go to an authorized Michelin tire dealer for the adjustment or purchase the tires from any dealer he chooses and fax us the invoice, and we will reimburse him 60% of the price of the tires.  We do not cover services or taxes.   

Kind Regards, 

****** ******

Executive Response Team

Michelin North America

11/4/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Done Been to 3 of there dealers for my tires under warranty cant get anything resolved. Tires are 1 yr old and have about 1000 miles on them and they are cracked all the way around the tires all 4 of them. I spent 1100.00 dollars on these tires and I just keep getting a run around I feel like i'm a puppet. Very Bad Service. I own 6 cars and I will Not Use This Company Agian

Desired Settlement: Refund Of My Tires Are New Ones which will possibly do the same thing because they are trash!

Business Response:

October 18, 2013 

Better Business Bureau of Upstate South Carolina

Attention:  ***** *******

408 North Church Street

Suite C

Greenville, SC  29601-2149 

Re:  Consumer:  *** ** ******

BBB ID # : *******

Michelin File # :  ****** 

Dear ****** 

We have received the consumers e-mail dated 10/7/2013 and appreciate the opportunity to respond.   

The consumer called us on 9/3/2013 with cosmetic cracking on the sidewalls of his tires.  The tires only had 1,000 miles on them.    We directed the consumer to an authorized Michelin tire dealer for an inspection of the tires.   

The consumer indicated that he had been to three different tire dealers and could not get any assistance.    He said he paid $1,100.00 for the tires, and he just keeps getting the run around.   

***** from **** *** **** ****** called us on 10/12/2013 to provide a tire inspection.  We authorized a full replacement on the tires at no charge.   

I called **** *** **** ****** this morning and spoke with *** since ***** was off today.  *** advised that the have received the consumers tires, and he is coming in tomorrow to have the tires installed. 

We are sorry that the consumer felt like he was getting the run around and trust that this resolves his issue.  

Kind Regards, 

****** ******

Executive Response Team

Michelin North America

11/4/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My 2011 Buick Enclave was originally equipped with Michelin Latitude Tour 255/60R19 tires. At just over 16,000 miles I noticed cracks in the sidewalls. At 20,000 miles a representative from Michelin assured me that it was not a concern. At 22,000 miles I presented the vehicle to the selling dealer and was provided with a service bulletin which stated that the stance of the manufacturer was that the condition was only "Incidental Environmental Damage" and posed no safety concern. Since that time I have contacted both the tire and vehicle manufacturers with no resolution. I can provide case numbers and emails.The tire manufacturer has issued a recall for this model tire but they tell me that the numerical run of my tires is not included. Possibly the scope of the recall is too narrow.My contention is that this is a defective product and a major safety concern for myself, my family, and other motorists. Because the condition has worsened so much in so few miles, I feel that Michelin and******* ****** need to address this problem immediately. The tires should be replaced under warranty, not at the pro-rate policy now in place.Any assistance with this situation would be greatly appreciated.Thank you

Desired Settlement: I feel this is a defective product and should be replaced at no charge.

Business Response:

October 18, 2013 

Better Business Bureau of Upstate South Carolina

Attn:***** *******

408 North Church Street, Suite C

Greenville, SC  29601-2149 

RE:  Consumer: ******* * *******

BBB ID#:  *******

Michelin File #:******* 

Dear ****** 

We have contacted the consumer and have extended a goodwill offer for his tire issue in which the consumer has accepted.  This resolves our case ********

If there are additional questions, please do not hesitate to contact us.  

Sincerely, 

****** ********

Michelin North America

Executive Response Team

10/24/2013 Problems with Product/Service
10/21/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Two years ago I purchased 4 (65,000 MILE) Michelin lATITUDE tires. Yesterday I went for a tire rotation (24,000 miles) and was told this could not be done because of cracking. What they meant was the rubber was coming apart from the core of the tire. Since this was an unsafe situation, the dealer discounted me the wear difference and I purchased 4 new tires. I never heard of the rubber coming of the core of the tire before. I noticed that Michelin previously recalled their Latitude tires for suv's and small trucks. I think passenger latitude tires should of also been included in this recall. I feel since this was not a misuse issue by me (since I always go for the rotations as recommended and always check the tire pressure) but clearly a manufacturing defect, that these new replacement tires should of been covered 100%.

Desired Settlement: The cost of the tire difference $321.00. I will gladly accept the sales tax and cost of balancing and installation totaling $102.89

Business Response:

October 3, 2013

                               

Better Business Bureau of Upstate South Carolina

Attention:  ***** *******

408 North Church Street

Suite C

Greenville, SC  29601-2149 

RE:  Consumer:   *** ********

BBB ID #:  ******

Michelin File #: ******* 

Dear ****** 

We received your e-mail regarding Mel Rozanski and appreciate the opportunity to respond.    On 9/25/13, we spoke with Andy from Discount Tire who advised the consumer had severe cracking in the shoulder of his tires.    We advised the dealer to prorate the tires at a 35% charge.    Consumer was not happy with that.  He insisted on receiving free tires.     

We explained in detail to the consumer many times our warranty coverage on our tires, but he does not agree with the warranty.  As a good will gesture we issued an additional check to the consumer for $131.00 on 10/10/2013.   

The consumer is now requesting that we reimburse him for what he paid for the tires, as well as, the sales tax and balancing and installation.  Our warranty has never included sales tax or services.  We only cover the price of the tire. 

The consumer had our tires on his vehicle for two years and put 24,000 miles on the tires.   Free tires are not an option.    He has to pay for the amount of tread he used off of the tires.   

We are sorry that the consumer does not agree with our warranty.  However, that does not change our warranty coverage.    We have gone far beyond warranty and are unable to offer any additional compensation.  

Kind Regards, 

****** ******

Executive Response Team

Michelin North America

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint. 



Regards,

*** ******** 

**** *****

****** ****** from Michelin Tires has some misleading information in her response.

On 9-25-13 I went to ******** ***** to have my Latitude tires rotated (as required). I was told by **** of ******** ***** that these Latitude tires have severe cracking (thread coming off the tire core) on all four tires, and since this was an unsafe situation, they could not rotate the tires. At that time **** told me they would prorate my tires on the purchase of four new tires (no advisement from Michelin).

I was stunned that the 65,000 mile tire was cracking at the 24,000 mile interval. Not on just one or two tires, but on all four tires. This seemed somewhat suspicious in nature to me that all four tires would have the identical problem. My knowledge with manufacturing suggested to me that there must be some kind of manufacturing defect for this to occur on all four tires. While I was at ******** ****, I called the customer service department from Michelin and was told about the Michelin warranty. I had **** speak to the customer service rep from my cell phone. Yes I do feel walked on by having to purchase four new tires (due to this unsafe condition) and yes I do feel these should be replaced at no cost to me. I purchased four new tires Michelin Energy tires.

When I went home I looked at recalls and noticed that the Latitude tires were recalled for light trucks and small SUV's.

The next morning I called and spoke with ***** from Michelin tire about my complaint. I told ***** at this time that these tires should of been replaced at no charge since the identical problem occurred on all four tires. I also told ***** that I would be responsible for the sales tax and the balancing and installation of these new tires. I know that ******** **** has their overhead to cover and I would never penalize them by not being responsible for these costs.

I never, ever requested Michelin to reimburse me for the sales tax and installation and I'm offended that this was referred to in Michelin's response.

***** requested me to fax him a legible copy of my bill of sale for the new tires and he would call me the next day.\

The next day ***** called and said the new tire cost was $816.00 and I received a prorate amount of $495.00. The difference for these four new tires is $321.00. ***** said he will mail a check (not yet received) for $121.00 (Not the $131.00 as indicated in Michelin's response) which would make my cost per tire at $50.00 each.

Let me make clear that I understand the Michelin Tire Warranty, but I feel this is not an ordinary situation since this unsafe problem occurred on all four of these tires.

Sincerely

*** ********

 

Business Response:

October 18, 2013

 

Better Business Bureau of Upstate South Carolina

Attention: ***** *******408 North Church Street

Suite C

Greenville, SC  29610-2149

 

Re:  Consumer:  *** ********

BBB ID #:  *******

Michelin File #:  ******* 

Dear ******

This is in response to the consumers second letter, and we appreciate the opportunity to respond.  

We have reviewed the consumers  file, which is quite lengthy, again.  We have covered the warranty process numerous times, and the consumer has made it very clear that he does not agree with it.    We are sorry that he does not agree with it, however, that does not change our warranty coverage.    If a tire has a manufacturing defect, it is prorated.     

The consumers tires were prorated, and he did accept the proration.  Then the consumer contacted us again and faxed us his invoice.     Our representative *****  called the consumer and spent some time explaining that we would offer an additional credit of $121.00 which the consumer agreed to as a resolution.  An offer was made for good will as a resolution, and the consumer accepted it.    ***** made the request to Accounting, and apparently Accounting made a mistake and issued the check for $131.00 so the consumer will be receiving an additional $10.00.   

Listed below is what the consumer requested in his last letter for a desired settlement. 

“The cost of the tire difference $321.00.  I will gladly accept the sales tax and cost of balancing and installation totaling $102.89.  Desired Settlement:  Refund” We perceived this as meaning he wants reimbursement for the $321.00, as well as, the $102.89. 

The consumer indicated this is not an ordinary situation since it occurred on all four of his tires.   We do not have levels of a defect.   A defect is a defect regardless of the number of tires.  The consumer had a defect on all 4 tires which we addressed in compliance with our warranty.   

We have gone far beyond warranty with this consumer.  When the consumer accepted the offer from *****, this was our final resolution on this issue.      We are unable to offer any further assistance to this consumer. 

Kind Regards, 

****** ******

Executive Response Team

Michelin North America

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID*******, and have determined that this does not resolve my complaint. 



Regards,

*** ********

 

Dear Better Business Bureau,

This is a sad response from Michelin. I guess having four faulty tires is deemed as acceptable business practice by them. The tire recall they have on the Latitude tires for small Suv's are the same size tires that are used on my Montego. If Michelin feels that they don't have a manufacturing problem and unsafe situation here, then I've spent too much of my valuable time trying to get them to understand.

Enough said!

Thanks for your help in trying to get this resolved.

 

Mel Rozanski


10/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 2013 **** F-350 Super Duty brand new from ******** **** in *** ******** ** on 9/12/13. Knowing this size and make of tire has had some issues in recent past, I inspected the sidewalls for the known dry cracking around the wheel rim. Upon inspection all 4 tires have dry cracking visible. Although these tires were put on in ******** at the **** plant they are brand new to me and my $65,000 truck. I asked the service manager before delivery to take pictures and start the process of replacing all 4 tires which she did. After her inspection, my salesman stated it may be "a while" before they heard back from Michelin to get the claim going and complete. My concern is my 3 small children do not have "a while" to ride in my new truck with faulty dangerous tires. I have attempted to call Michelin to only be passed around person to person, hold to hold, and frustrated I have no choice but to contact BBB to get resolution QUICKLY to this matter. Any research online will un-earth these tires to be a problem. It is not a secret. The product I have is as follows:Michelin Radial X LTX A/T2275/65R20Any help getting Michelin to pick up the phone and call me would be greatly appreciated.

Desired Settlement: Simply replace the tires with equivalent

Business Response:

September 18, 2013 

Better Business Bureau of Upstate South Carolina

Attention:  ***** *******

408 North Church Street

Suite C

Greenville, SC  29601-2149 

RE:  Consumer:  ***** ******

BBB ID #:  *******

Michelin File #:  ******* 

Dear ******

We received your e-mail regarding *** ***** ******, complaint # ******* dated 9/13/2013 and appreciate the opportunity to respond.   

The consumer advised he purchased a 2013 **** F-350 Super Duty truck from ******** **** in *** ******** ***** on 9/12/2013.    He paid $65,000 for this truck.   He noticed the tires were cracking around the bead of all four tires.    Before he took delivery of the truck, he asked the Service Manager of the vehicle dealership to take pictures of the tires and start the process to have the tires replaced.  The salesman that sold him the truck advised him that it may be a while before they hear back from Michelin.     The tires are LTX A/T2 in a 275/65R20.    The consumer advised he had spoken with several individuals in our company.  He requested that we pick up the phone and please call him. 

I could not locate any history on this consumer in our system.  I did call the consumer on the phone number he provided and got his voice mail.  I advised him his vehicle dealer has the authority to replace the tires.  If they will not assist, you will need to go into an authorized Michelin tire dealer for a tire inspection.  Please have the tire dealer call us with the inspection while you are there so that we can get this taken care of in a timely manner.  Any ******** **** **. or ********* **** **. is authorized to inspect our tires.  

We look forward to working with your tire dealer to resolve your tire issues.   

Kind Regards, 

****** ******

Executive Response Team

Michelin North America

 

 

 

10/1/2013 Problems with Product/Service
10/1/2013 Problems with Product/Service
9/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a 2012 **** F250 SuperDuty pickup. The truck was purchased New in Oct of 2012. In July of 2013 I noticed dry rot cracking on all 4 tires around the tires aproximately 1/2 to 3/4 inch from the rim. The truck at that time had 10,000 miles on it. I took the vehicle to my**** dealer and also e mailed Michelin and **** ***** Co. Since then I have talked to a Michelin Dealer while on vacation in******* as we were very concerned about this issue. The Michelin dealer in ******* said he has not seen this condition in this location on the tires before. They gave me a Michelin card with examples of dry rot and what should be done. When you compare my tire pictures with the card, the tires should be taken out of service and under warranty according to how I read the card. I have spoke to Michelin a couple times and have been told its from ozone and its not warranty. I have spoke to **** ***** Co and my **** dealer and they have said its not there problem and to take it up with Michelin. I have found from posting on a **** Diesel Forum that this is a big issue as owners are finding this dry rot on tires with only 300 miles on them and also on 2013 models too. Michelin said to keep an eye on them, which is hard to do at highway speeds. I think they have an issue with manufacturing on these tires and are not addressing it. I have Michelin tires on my other 2 cars and no issue with dry rot. I purchased this vehicle for traveling and do not feel safe with these tires at highway speeds. We have taken 2 trips since we purchased this truck (2500 miles each) and didn't notice the issue until before the second trip when the tires were rotated.

Desired Settlement: To have these tires replaced.

Business Response:

September 18, 2013

 

Better Business Bureau of Upstate South Carolina

Attn: ***** *******

408 North Church Street, Suite C

Greenville, SC  29601-2149 

RE:  Consumer:  ****** ********

BBB ID#:  *******Michelin File #:  ******* 

Dear *****, 

We contacted *** ******** and have offered to remove the tires at a 35% charge as

goodwill assistance for a non-warrantable condition.  This amount was based on the remaining tread as per the Michelin warranty guideline.     

Michelin will leave this offer open for 14 days and if consumer agrees, he is to call

us so that we can make arrangements with an authorized Michelin dealer in his area. 

Please let us know if you have any questions.  

Sincerely,

 

****** ********

Michelin North America

Executive Response Team

9/23/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased Michelin tires and tires are still under warranty that Michelin confirmed. Call Michelin and described problem that I am having with tires. Michelin customer support told me to go to authorized dealer and get tires inspected which I did. During inspection which was performed by ******* tire center, inspector confirmed that not only one tire has issue but two tires. I made claim with Michelin and for some reason they refusing replace their defective product not only that, they can cover only 25% of value and I have to pay remaining 75% plus labor. Inspector measured tires and came up with 8/32 tread left on a tire. These tires cost me over $1000 and after 7-8 month protector of a tire is chipping and falling apart. I called back Michelin and asked them why you cover only 25% when tires are defective. Answer was: inspector cannot tell either its a defect or something else. Really? What was the point of going there? As of today I am stuck with this defective tires and out of $1000 plus dollars. Michelin refuses support their product.

Desired Settlement: I need those 4 tires to be replaced by warranty or get a refund for from Michelin for defective product. As of right now it is unsafe to drive this car on current Michelin tires.

Business Response:

September 10, 2013

 

Better Business Bureau of Upstate South Carolina

Attn: ***** *******

408 North Church Street, Suite C

Greenville, SC  29601-2149 

RE:  Consumer:  ********** *******

BBB ID#:  *******Michelin File #:  *******

 

Dear ******

 

We contacted *** ******* and left a voice message that we have made arrangements with *** at******* Tire to remove the 2 Michelin tires in question at a 35% charge, 65% discount.  This amount was based on the remaining tread as per the Michelin warranty guideline.     

Please let us know if you have any questions.   

Sincerely, 

****** ********

Michelin North America

Executive Response Team

9/12/2013 Problems with Product/Service
8/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I just had a blowout on August 2 2013 with a Michelin Primacy MXV4 93v while driving a 2013 Toyota hybrid on the highway. It's less than a year old. I had it replaced at a toyota dealership near ****** ***** that same day. After being adviced by an associate to look into the michelin warranty I decided to look into the process. I made a claim, which is under ************ and after taking the tire the designated warranty site ******** ***** *** and ***** no one wanted to deal with the warranty procedure since i was not buying a tire directly from them for the incident. I recently received an email and voicemail from **** and ***** I'm still waiting on a call back from upper management. I am very unhappy with the way Michelin has dealt with my situation.

Desired Settlement: At first I wanted the tire replace or refunded (prorated) but now I do not want anything in return.

Business Response:

August 13, 2013

Better Business Bureau of Upstate South Carolina

Attention:***** *******

408 North Church Street, Suite C

Greenville, SC 296-2149 

Re: ***** *******
*** **** ******
******* ** *****
Daytime Phone: ************
Evening Phone: ************
E-mail: *********************
 

Dear ******  

We received your email regarding **. ***** *******, #******* dated 8/7/2013 and appreciate the opportunity to follow up and respond.  

We reviewed our file on *** ***** *******. **. ******* first contacted us on 8/1/13 as he reported a tire failure. **. ******* had the tire replaced as he purchased a new one. He still had the damaged tire, so we recommended he present the tire to an authorized Michelin dealer to have an inspection done on the tire. We also explained we would need the inspecting dealer to contact us to provide the inspection report so we could determine if warranty assistance was due.  

*** ******* called us back on 8/1/13 to advise that he went to dealer *** and they did not seem to understand the warranty process. We gave another authorized dealer recommendation. **. ******* called us again on 8/5/13 to ask the procedure for warranty. We explained we need an authorized Michelin dealer to inspect the tire in question, and then call us with the inspection report. We called **. ******* on 8/6/13 to verify if an inspection had been performed on tire in question, but no answer so we left a voice mail. We sent **. ******* an email on 8/6/13 explaining that we are still awaiting an inspection report to be able to attempt to assist, but have yet to receive an inspection report. **. ******* responded to our email explaining that ****** ** ********** had the tire in question. We contacted ****** ** ********** and they advised us they did not have the tire or an inspection. We again contacted **. ******* to explain this but no answer so we left a voicemail.  

We will attempt to contact **. ******* once more today, 8/13/13, to advise that we have yet to receive a tire inspection from an authorized dealer. We cannot offer assistance until this is done. 

Sincerely,  

****** ********

Executive Response Team

Michelin North America   



8/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I PURCHASED A NEW FORD TRUCK A MONTH AGO, IT HAS MICHELIN LTX AT, 275/65/20 THE DATE OF MANUFACTURE FOR THE TIRES ON ALL OF THEM IS THE 4TH WEEK OF 2013. I HAVE OWNED THE TRUCK FOR 1 MONTH. AFTER HAVING TO HAVE THE TIRES RE-BALANCED ON 2 SEPERATE OCCASIONS THE FIRST DEALER BROUGHT TO MY ATTENTION THAT THE TIRES HAD RADIAL CRACKING ON THE SIDE OF THE TIRE, HE SAID THEY HAVE SEEN THIS BEFORE BUT ONLY IN TIRES 3 TO 5 YEARS OLD, AND THAT IT WAS NOT NORMAL FOR THIS TO BE SEEN ON A NEW VEHICLE. THEY OFFERED TO CONTACT MICHELIN BUT I WAS ON VACATION AND DID NOT HAVE TIME TO WAIT TILL THE NEXT BUSINESS DAY. AFTER RETURNING HOME I RETURNED TO THE AREA DEALER TO HAVE THE TIRES RE-BALANCED, THIS TIME BALANCED CORRECTLY, CRACKS WERE INSPECTED AND DEALER WAS TOLD TO RE-INSPECT @ NEXT SERVICE INTERVAL, AFTER GOING TO 3 OTHER MICHELIN TIRE DEALERS AND ALL SAYING THEY HAVE NEVER SEEN THIS CRACKING THIS EARLY, I ON OCCASION HAUL A CAMPER WITH MY TRUCK AND MY FAMILY AND DONT FEEL SAFE RIDING ON TIRES WITH CRACKS IN THEM. AFTER 5 CALLS TO MICHELIN CUSTOMER SERVICE I STILL HAVE NOT GOTTEN A SATISFACTORY SOLUTION. CALL #1 THIS IS A NORMAL ISSUE AND IS NOT WARRANTY ELIGIBLE. CALL #2 MICHELIN WILL ISSUE A 25% CREDIT FOR A NEW SET OF MICHELINS. CALL 3 MICHELIN WILL ISSUE A 40% CREDIT FOR A NEW SET OF MICHELINS. CALL 4 THIS IS NOT COVERED. CALL 5 MICHELIN WILL ISSUE 75% CREDIT FOR A NEW SET OF MICHELIN TIRES. THIS IS AS FAR AS I CAN GET WITH A $1350.00 DOLLAR SET OF TIRES WITH 3000 MILES ON THEM. CAN YOU PLEASE HELP ME WITH THIS. I FEEL LIKE THERE SHOULD BE NO CHARGE FOR DEFECTIVE MATERIAL. MY AND MY FAMILY'S SAFTEY IS AT RISKTHANKYOU

Desired Settlement: I WOULD LIKE A FULL REPLACEMENT OR REFUND OF THE TIRES VALUE SO I CAN GET A NON DEFECTIVE MATERIAL SET OF TIRES ON THIS TRUCK. I DO NOT WANT A MORE EXPENSIVE TIRE BUT I DO NOT CARE FOR THE SAME EXACT KIND OF TIRE. I AM WILLING TO GO WITH A SET OF SAME COMPANY PRODUCED TIRES.

Business Response:

August 9, 2013

 

Better Business Bureau of Upstate South Carolina

Attn: ***** *******

408 North Church Street, Suite C

Greenville, SC  29601-2149

 

RE:  Consumer:  ******* ******* *********

BBB ID#:  *******

Michelin File #: ******* 

Dear ****** 

We contacted *** ********* and have made arrangements with ********** **** in ******, ******* to remove *** *********** Michelin tires at no charge as goodwill assistance.   

Please let us know if you have any questions.  

Sincerely, 

****** ********

Michelin North America

Executive Response Team

8/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a brand new ***** Pilot in August 2011. My vehicle has the Michelin Cross Terrain ********** on it. Today while having my vehicle serviced, the service manager pulled me aside and showed that all four tires were dry rotted. He wrote on my ticket that "tires all have dryeot and need to be replaced" he advised me to call Michelin. I did as he recommended. When calling Michelin you are forced to listen to automated dealer locations for service. One of my options was ****** in ****** *******. I took my vehicle there. The Manager there also confirmed that there was class (5 or6) dryrot on my tires, but due to the fact that I only purchased one tire from them they were only able to replace that one tire. But they did offer to replace it. I contacted Michelin again determined to talk to a person. When calling I was routed to ******, to a supervisor named ****. This gentleman was very rude and condescending to me, he eventuallyhung up on me. So I hunted down the corporate office number in Greenville South Carolina. I asked to speak with a supervisor and I was treated with the same disrespect as the previous manager. I was told that I had to go to another dealership( keeping in mind that I had been to an "authorized dealer" already who offered to replace 1 tire" I politly explained that I am a 100% disabled veteran and that traveling is very hard on me. I continued to explain the situation and she told me "that if I am unwilling to do as they requested they would be unable to do anything."

Desired Settlement: I want all 4 of my tires replaced at no charge at my earliest convenience.

Business Response:

July 25, 2013 

Better Business Bureau of Upstate South Carolina

Attention:  ***** *******

408 North Church Street              

Suite C

Greenville, SC  29601-2149 

Re:  Consumer:  ****** ***** ******

BBB ID #: *******

Michelin File #:  ******* 

Dear ****** 

We received your e-mail regarding ****** ****** and appreciate the opportunity to respond.   

The consumer called our Consumer Care group on 7/22/2013 concerned of dry rot on his original equipment tires.    The consumer advised us he purchased this vehicle in August of 2011.    He has driven on the tires for 52,000 miles.   He inquired as to our warranty procedure.  He was advised the tires will be prorated either on remaining tread or the mileage since this tire has a 65,000 mile warranty.  Several of our Representatives tried to explain the warranty to the consumer. The consumer asked to be transferred to someone higher up three different times because he was not happy with our warranty.  He advised us he wants free tires.   

The consumer went to ****** for a tire inspection.  They offered to replace one tire which he apparently purchased at ******.  The consumer advised us he expects us to replace the 3 remaining tires at no charge. 

I called ****** this afternoon and spoke with **** in the Automotive Department.  He pulled up the consumer’s history.  The only information he had in the system was that the consumer purchased 1 tire from him in 2011.  He could not provide an inspection on the tires.   

****** will only warranty the tires they sell.  We directed him to another authorized tire dealer to have the 3 remaining tires inspected, and the consumer became irate.  He advised us he is not running around to different dealers.   We tried to explain to him that we have no way of crediting clubs like ****** for tires.  They handle the warranty on the tires they sell.  While they sell our tires, we cannot make them warranty tires they did not sell.  They do not work for us. 

If a tire is defective, the tire dealer calls us with an inspection on the tires while the consumer is at the tire dealer so that we can determine compensation.  The tires would be prorated either by remaining tread or mileage since this Cross Terrain tread design has a 65,000 mile warranty.  The only time we would replace tires at no charge is if the consumer had used 2/32nds or less tread off of the tires.  According to the information the consumer provided, he has about 52,000 miles on the tires.  Free tires are not an option.   

We would request that the consumer go to *** *** Tires in ********, ******* and have his tires inspected.  Please have the dealer call us with the inspection while you are there so that we can assist with replacing the tires.   

We do understand that the consumer is not happy with our warranty.    However, that does not change our warranty coverage.    We will prorate his tires accordingly once we have an inspection from a tire dealer.    

We are sorry, but we are unable to provide a free set of tires for the consumer.   

Kind Regards, 

****** ******

Executive Response Team

Michelin North America

 

 

8/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought BFGoodrich tires for my car in 2011, two years later they are dry rotting and I check the date on the tires and the date says 32 week year 2010. I contacted BFGoodrich and was told to take my car to a dealer like ***** and let the check the tire and the tread that was left on the tires to get credit to go towards new tires. I went to ***** and they told me that they cannot give me credit for my tires because I did not buy the tires from them. I called BFGoodrich back the same day, and they employee hungup the phone because it was time for her to get off from work so I had to purchase new tires from *****. I contacted BFGoodrich again the next morning and was RUDELLY told that there is nothing there are going to do because I bought more tires and they're not going to compensate me for the dry rotted tires on my car.

Desired Settlement: $400.00 dollars.

Business Response:

July 26, 2013 

Better Business Bureau of Upstate South Carolina

Attention:  ***** *******

408 North Church Street              

Suite C

Greenville, SC  29601-2149 

Re:  Consumer:  ****** ****** *******

BBB ID #:  *******

Michelin File #:  *******

 

Dear ****** 

We received your e-mail regarding ****** ****** ******* and appreciate the opportunity to respond.   

After reviewing the case, we still need need an inspection of the tires in question by an authorized BFGoodrich tire dealer. Our representative, ****, has contacted the consumer and explained that we would like to be able to assist, however we need an inspection of the tires in question. We recommended some tire dealers in her area, and she agreed to have the inspection done.

Once the inspection is done, the tire dealer will contact us with the results, and we will be able to determine how much warranty, if any, can be administered. 

Kind Regards,

 ****** ********

Executive Response Team

Michelin North America

8/5/2013 Guarantee/Warranty Issues
8/1/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Advertised a rebate. Bought the tires and filled out all the forms. $70 rebate card never sent.

Desired Settlement: I would like to return the tires for a full refund. I would not have purchased two sets of tires.

Business Response:

July 17, 2013

 

Better Business Bureau of Upstate South Carolina

Attention:  ***** *******

408 North Church Street

Suite C

Greenville, SC  29601-2149

 

Re:  Consumer:  ****** ******

BBB ID #:  *******

Michelin File #:  *******

 

Dear ******

 

We received your e-mail regarding ****** ****** and appreciate the opportunity to respond. 

 

The consumer advised that Michelin advertised a rebate.    The tires were purchased by the consumer and the rebate form was completed and submitted.    The consumer indicated that he never received the $70 MasterCard and is requesting a full refund on the tires.

 

According to our Rebate Center, they did receive on 5/19/13 2 submissions for rebates. 1 submission was for a set of Michelin tires purchased from a tire dealer participating in our $70.00 promotion, while the other set of tires was purchased from Sears, who unfortunately was not participating in our $70.00 promotion.

 

According to our Rebate Center, a ********** was mailed to ****** ****** on 6/4/2013.  The consumer has used all of the funds at retailers in the state of ** between the dates of 6/8/13 - 6/10/13 which totaled $70.00.  Our Rebate Center can provide the consumer details on each transaction.    The toll free number for the Rebate Center is ***** ********.

 

Although ****** ****** purchased a second set of Michelin tires from a non participating promotion tire dealer on 5/19/13, we will honor the purchase and offer to extend a one time goodwill concession of $70.00 in form of a check from Michelin North America.

 

If the consumer accepts this offer, they simply need to contact us at ************** between 8am and 8pm EST so we can finalize the mailing. The consumer can reference their file with us by providing their first and last name.

 

Kind Regards,

 

 

****** ********

Executive Response Team

Michelin North America

8/1/2013 Advertising/Sales Issues
7/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a set of four tires from *** located at ** **** **** @ BAT #599*** ********* **** *************** ** *****. The *** service representative, ****** *****, provided me with and filled out the manufacturer rebate form related to the tires I purchased from *** on 5/28/13. He assured me that the tires I purchased were a part of the rebate program provided by Michelin. I specifically purchased these tires from *** based on this premise. My service with *** was excellent.I mailed the rebate form on 5/29/2013 to the Michelin Rebate Center. I received two e-mails from Michelin and provided the necessary documentation the rebate required. I was informed that I would be receiving the $70 rebate card in the mail very shortly. I recently received another e-mail on 7/10/2013. I reads as follows, Thank you for your submission to the Michelin Fulfillment Center. We received your redemption and processed your information. Unfortunately, your recent tire redemption has been denied for the following reason(s):In order to qualify for the promotion, you must purchase the correct brand of tires.The rebate specifically was intended for any brand of Michelin tires. This is very deceptive and I believe Michelin never intended on providing the rebate under their own established obligation.

Desired Settlement: I would like to be provided with the $70 rebate card and a request a written apology from Michelin.Sincerely,David Reim

Business Response:

July 12, 2013 

 

Better Business Bureau of Upstate South Carolina 

***** ***** ******* 

408 North Church Street, Suite C 

Greenville, SC  29601-2149 

 

RE:  Consumer:  ***** ****

BBB ID#:  *******

Michelin File #:  *******

 

Dear *****, 

 

We contacted the rebate center regarding *** ****** tire purchase.  Per the rebate center, the information submitted was for ***** tires, size 225/45R17, purchased from *** on 5/28/2013.  As we do not manufacture ***** tires, his rebate submission was denied.  

 

We have called *** **** regarding this issue and have left a voice message explaining why his rebate was not processed. 

 

Please let us know if you have any questions.  

 

 

 

Sincerely, 

 

****** ******** 

Michelin North America  

Executive Response Team 

Consumer Response:

Better Business Bureau: 

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint. 

 

I have provided proof of the receipt and I have a copy of the original e-mail sent to **************************** on July 1, 2013.
 

Regards,

***** ****

 

 

Business Response:

July 22, 2013

 

Better Business Bureau of Upstate South Carolina

Attn: ***** *******

408 North Church Street, Suite C

Greenville, SC  29601-2149

 

RE:  Consumer:  ***** ****

BBB ID#:  *******

Michelin File #:  *******

 

Dear *****,

 

We contacted the tire dealer,***, and they advised us that *** **** purchased 2 sets of tires from 2 different manufacturers. The invoice our rebate center received was for our competitors tires, thus the reason for denial. We have since received the correct invoice showing the purchase of our Michelin tires within the rebate time frame.  

We contacted *** **** on 7/18/13 and left voice mail explaining that we will be mailing him a check for $70.00 per his qualifying purchase. 

Please let us know if you have any questions.  

Sincerely, 

****** ********

Michelin North America

Executive Response Team

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID*******, and find that this resolution is satisfactory to me. 

Regards,

***** ****


7/15/2013 Problems with Product/Service
7/9/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Our **** E series van was bought with Michelin Tires. Our Van had 38000 miles on it. We were on our way home when one of the tires tread started separating. A few days later, the other back tire did the same. Contacted Michelin. Gave them the information about who we bought the van from. They said that they couldn't give them any information and so they could not do anything about the warranty.

Desired Settlement: I would like the warranty to be honored.

Business Response:

Hello*****,

 

We are currently in the process of receiving a tire inspection from an authorized Michelin retailer. We have contacted******* ******** to advise we are in the process of inspection, and once we get the inspection results back, we will advise on what actions, if any, we will take.

 

Thank you

 

****** ********

Michelin North America Executive Response Team

7/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Excessive road noise

Desired Settlement: Refund of the total cost of the tires and reimbursment for expenses associated with resolution of this issue

Business Response:

******

We have spoken to *** ***** in reference to his noise complaint on his Michelin tires. We have explained that in order to determine if the tires are warrantable, we need an inspection of the tires in question by an authorized Michelin retailer, which we have given recommendations to ** ***** to choose from. We currently are awaiting a call from the Michelin authorized retailer to report the findings of the inspection, as to which we will determine at that time if the tires have a warrantable condition and need to be replaced.  

Thank you 

****** ********

Michelin North America Executive Response Team

6/25/2013 Guarantee/Warranty Issues
6/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am experiencing groove wander with my set of four Michelin***** Super Sport size 235/45RZ17XL 97Y B tires.I purchased my ****** ****** new in 1997, the car now has 183,000 miles and the alignment has always been checked when I purchase new tires and the alignment has never been off. The first two months of the tires were ok but now I'm experiencing groove wander. I had ******** **** rotate and balance the tire with the same result.I my opinion my car is one of the best maintained 1997******** still on the road, never been in the snow and has always been garaged, original black paint and no accidents. I do all the maintenance on my car myself.I used to race motorcycles so I am very in touch with my car the way it runs and handles.1997****** ****** **, ****** ******** struts, *** 3GD Sport Rotors, Energy Suspension bushings, ******* strut tower brace and ******* rear sway bar.In 1998 I purchased four ***** wheels from ******** **** with Nitto 555 tires. The next set of tires were ******** 520. All tires have been the same size 235/45 17. I have since gone back to my stock wheels and tires because I believe this to be a safety issue, when I make lane changes the car overshoots and I end up in the next lane. I also get sick to my stomach bouncing back and forth. Quote,Tramlining, is a lateral force acting on a vehicle's wheel resulting from the combination of rain grooves and contoured deformations in the road surface upon which the wheel runs.When the contact patch of the tire does not form to match the contours of the road surface the stiff tire edges tend to ride on and be guided (or tramlined) by the rain grooves within the surface contour. This force is greater than the contact patch can counter and the resultant force is delivered to the wheel hub and axle, pushing the car laterally. When all four wheels are acted upon in this way, the vehicle can experience rapid forces occurring from side to side and corner to corner (similar to encountering wind gusts, only from all four directions instead of just one).A mismatch between tire design and vehicle weight, or vehicle suspension design, or simply wheel alignment can all contribute to how severe the effect is. Tire tread pattern can also cause, with straight grooved tires more suspected to groove wander than diagonal or zig zag threads.

Desired Settlement: Replace tires with different

Business Response:

June 5, 2013 

Better Business Bureau of Upstate South Carolina 

Attention: ***** *******

408 North Church Street, Suite C 

Greenville, SC 296-2149 

 

Re: ******* ******* **********

**** **** **** *** **** *** 

*** ****** ** ***** 

Daytime Phone: ************

****** ********************* 

 

Dear *****,  

 

We received your email regarding *** ******* ******* **********, #******* dated 6/3/2013 and 

appreciate the opportunity to follow up and respond.   

 

We reviewed our file on *** ******* ******* ********** and inspection from ******** **** on 5/16/2013.******** **** will prorate the 4 tires at a 25% charge that the consumer had advised about the groove wander on the road which is not covered under the terms and conditions of the warranty. Also the conditions states that any warrantable condition would be prorated into a MAST product which is a Michelin, BFGoodrich or Uniroyal tire. The consumer accepted the offer when I contacted him, and he has until the end of June 2013 to take advantage of this offer. The consumer accepted this. 

 

We feel the offer was fair since nothing was due on tires that were down to 8/32nds and came new with 10/32nds. 

 

Sincerely,  

 

John Mize 

Executive Response Team 

Michelin North America     

 

 

6/17/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased four Michelin ***** ***** AS Plus tires for my 2008 ****** **** (stock,staggered wheel sizes). They are UHP tires with a treadwear rating of 500 and have excellent reviews. The Michelin treadwear warranty for these tires is 45000 miles but half that for staggered sizes due to rotation limitations. As such the treadwear should be warranted up to 22500 miles for my application. Well, despite having a good alignment on my car and correct camber and toe specifications as well as not driving my car in an abusive manner whatsoever, my rear tires wore right down to the wear bars (2/32nds) in the middle of both rear tires in a perfectly even manner on each, despite the correct 35 psi maintained at all times buy this owner. The wear decreased toward the outer edges of the tires going from 2/32nd in the middle to around 7 at the edges. The key here is this happened within 6000 MILES!!! Not even to the point of Michelin's own advised rotation interval. So I went back to my trusted installer and they confirmed my measurements and advised that the tires would not pass inspection very shortly and at this rate would be dangerous to even drive on within a couple months. We contacted Michelin and filed a warranty claim. Their warranty stated full free replacement given the evidence if within the first year or so many miles before giving a pro rated adjustment. At 6000 miles and