BBB Accredited Business since
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This company offers tires and automotive maintenance and repair.
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A BBB Accredited Business since
BBB has determined that Thompson Tire meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Thompson Tire include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 5 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||4|
|Total Closed Complaints||5|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
State Corporation Commission
P.O. Box 1197, Richmond VA 23218
Phone Number: (804) 371-9733
Fax Number: (804) 371-9211
Radford Business License
Phone Number: (540) 731-3613
Type of Entity
Business ManagementMs. Fran Boyd, President Mr. Melvin Tolbert, Vice President Mr. Jeremy Cultice, Controller Mr. Manager Manager Mr. Joe Thompson, Chairman of the Board
TIRE DEALERS AUTO INSPECTION STATIONS TIRE RETREAD & REPAIR AUTO REPAIR & SERVICE AUTO PARTS & SUPPLIES-NEW
Method(s) of PaymentCash, Visa, MasterCard, American Express, Discover, Goodyear Credit Card
Alternate Business NamesThompson Tire Co., Inc.
Industry TipsBBB TIP
102 First Street
Radford, VA 24141 (540) 639-2451 Directions
105 Centre Court
Radford, VA 24141 (866) 980-8473 (540) 731-1150 Directions
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Additional Phone Numbers
- (866) 980-8473(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
Complaint: I sent the following email to Thompson Tire Corporate on July 31 and have not received a response. "I have visited the Christiansburg Thompson Tire location on and off over the past five years as I work near there and it is very convenient for me. Unfortunately, I have never had a positive experience with your service. I've kept coming back and hoping that the other times were just a fluke, as the people at the desk do seem very friendly. I am a female and have often found it difficult to be treated fairly by those in the auto world. However, I grew up with several mechanics in the family who own their own businesses, so I know when something isn't right, how something needs to be addressed and what things should cost. I purchased tires from Thompson Tire quite a while ago and visit for tire rotations. I assumed this was a fairly safe thing to have done there since it's very basic and it's free for the life of the tires. I visited today, dropped my car off at 8 a.m., had not received a call by 2 p.m. to pick it up, gave you guys a call and found out it was done. When I picked it up, the cover over the lug nuts was visibly loose on one of the tires, the front two appeared to have not been inflated to capacity (as I'd specifically asked them to be since they were low) and my radio (an Alpine stereo system with amp and subwoofer) was blasting when I turned it on and had been set to play a CD that was in it. I was super disappointed with this ... I am left guessing whether or not my tires were actually rotated, I will have to stop to put air in them on my commute home and I will have to check all the lug nuts to make sure they're not tight as that cover was not. Over a year ago I visited the Christiansburg location and swore I'd never return there; I should've listened to my instincts and not visited again for the tire rotation - even though it was free. I stopped by to get my state inspection done, which I'd had completed there previously. I was told that my taillight was broken (the brake light was not working) and it would cost $600 to replace the light, along with labor. I knew this was inaccurate, so I told them I would have to think about that and return another day. I went home, popped my trunk, changed the bulb in my light and it worked fine. I returned to Thompson Tire the next day for the inspection, told them I'd replaced the bulb (which they'd told me was not the problem), dropped my car off for inspection again and got a lovely surprise when I picked it up. My hood had been buffed. I knew there was no way I could prove it, but I know what a buffer will do to a car, having been around people painting cars. The clear coat was gone in some spots. I see those buffer marks every single day and they greatly reduce the value of my vehicle. When I began telling others about that experience, I heard more and more horror stories - but only from women. One lady went to you guys for an oil change. Her hood was not latched and when she left, it flew up and busted her windshield. Another was told that her window was broken and she needed a new motor. She took it to another mechanic for a second opinion and he found that her door had never been taken apart to view the motor and he fixed the problem for free - without having to replace the motor. I'm sorely disappointed in your business, as your associates do seem very nice. Sadly, I will not be returning - even for my free tire rotation. I will also be advising others to not patronize your business."
Desired Settlement: I paid for my inspection with Thompson Tire and received a complimentary buffing of my hood. This not only looks embarrassing, it reduces the value of my car. I am attempting to trade my car in for a new purchase and this is impacting the amount they are willing to give me. Thompson Tire needs to settle with me how they see fit.
Business Response: This is in response to complaint # *******. After looking into the matter, we notice that the inspection that is in question took place over a year ago. In addition, there were other items that the vehicle was rejected for which are listed on the invoice copy that I have attached. There is no estimate for the taillight on the invoice, but looking at the other items listed, I can see where the estimate for repairs for all items would be a several hundred dollars. Furthermore, Thompson Tire does not perform body work or do detailing of any kind. We do not have a buffer at our location nor would we use something to intentionally damage a customer's vehicle. Our staff at the Christiansburg store would have been happy to assist you with any issues that you may have had at the time of any incident. All that you would have to do is ask for the Manager, his name is ***** *****, and he would do what he could to help. Thompson Tire appreciates your business. We extend our apologies for any inconvenience that you have experienced. Thank you, ****** *******Administrative Assistant/Wholesale Sales Thompson Tire-
Consumer Response: Better Business Bureau:I have reviewed the response offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Yes, this inspection took place quite a while ago, but you did not address the recent tire rotation, which was nothing but bitter icing on a very bitter cake. When my car went through the inspection, the only thing I was informed of in regards to the rejection was the tail light. I was told that it - specifically - would be the extreme cost and the entire tail light would have to be replaced. I was not told of any other items that my car was rejected for; all I did was replace the light and it passed, so if there were other failing items, they were not addressed. My car hood was, indeed, buffed. There were circular motions - from a buffer - in the paint. The top coat was removed. There was not just one, but several spots. If your company does not own a buffer at this location, then some other tool was used for this paint damage or an employee is personally responsible and used their own tools. I recently suffered financial hardship while trading my car in toward a new one. The lack of paint in large spots on the hood damaged its value and was pointed out by the dealership. I have made them aware of how and by whom this hood damage was created. Regards,***** *******
Business Response: Business's original response stands.
Consumer Response: Better Business Bureau:I have reviewed the response offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.There was no resolution, no apology, nothing.Regards,***** *******
BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.
Problems with Product/Service
Read Complaint Details
Complaint: I went to Thompson Tire on Monday, 5/13/2013, to receive a state inspection. They failed my 1996 Chevy S10 because of an exhaust leak. An employee told me to go to ******* Muffler to get it checked out. I took my vehicle to ******* Muffler the same day, and he found a rattle from the oil cap that Thompson Tire may have misunderstood as the leak. ******* Muffler had me pull my truck up onto the ramps in the shop and he lifted it up and put his hand over the exhaust while the other guy felt and listened for a leak. After about 15 minutes he pulled me to the side and said there was no leaks. I went back to Thompson Tire that afternoon and the guy who helped me, ****, wasn't nice at all. He told me his guy does the inspection and that is what he noticed. I told him there was no leak and he started getting very upset towards me. He did not even offer to recheck the truck, which I thought was not good customer service at all. He then told me that he would get with a state trooper and meet me there on Tuesday, 5/14/13, to check it over. I called him on Tuesday morning around 9:30am and he told me he would call me back a little after lunch. At 2:30pm I hadn't received a phone call so I called him and he then told me the state trooper couldn't meet me until Friday afternoon. So instead of dealing with this Thompson Tire, that is very unprofessional and don't seem to care if they have business and don't know how a business should run, I will not go back to them ever again. It is the worse place to ever send vehicles. So Tuesday evening I went to another shop and got my truck inspected with no problems at all. To end this story, why did two places tell me no exhaust leak but Thompson Tire did? This makes me wonder how many people that are going there that are having work done that is not necessary.
Desired Settlement: I would like to receive the $16.00 I paid for an inspection back.
Business Response: In response to the complaint by Mr. ****. We apologize for any inconvenience that he has incurred while awaiting contact from our store. We did contact the State Trooper over inspection stations for this area, as we stated we would, but we are at his mercy regarding his schedule as he has his other duties as well as the inspection stations. He did contact us back and will be at the location at 10:00 am Friday Morning in Salem. We gave the Trooper the customer's information so that they can communicate as well so as not to waste anyone's time. We perform these inspections as per the State Inspection Manual and perform them to the best of our abilities. After the Trooper has looked at the vehicle, if an error was made, we will gladly refund the customer's inspection fee.
Consumer Response: The vehicle has been inspected elsewhere and passed. Two other businesses have checked the vehicle and there was no problem. The best customer service in the beginning would have been to reinspect the vehicle that day instead of not doing anything. I have other obligations and will not be meeting at the time specified. If that is the best customer service that you can provide, so be it. You have lost my business as well as the business of others. Regards, ***** ****
Business Response: Our sincerest apologizes you don't find the offer acceptable.We are going to mail you a check for $16.00 but this is a Virginia State Police inspection issue.Once we are made aware of an issue involving the inspection program we must involve the Trooper assigned to our station.He has every right to contact you and inspect the vehicle himself as they set the inspection rules we must adhere to. If we have made an error he will advise us so and take corrective measure's as he will do the same if another staion has made an error. You have been given every opportunity to take the issue up with the Trooper himself which is who will have the final say in where the error was made. We wish you the very best, **** ****
BBB's Final Determination: Consumer accepted resolution offered by the business.
Read Complaint Details
Complaint: when i call them for a tire i gave the man on the phone my tire size and the guy gave me a price for the tire and road side service. i told him ok.When the service guy came out he had the wrong tire, and when he call back to the office and told them they gave him the wrong tire. The service guy gave him the size and they went up on the price. It went up 352.08 more then the first price. For a total of 752.08. It wasn't my doing i gave them my tire size the first time. they charge me additional service charge for them to bring out the right tire. I think since it was a mistake on there behalf they should have took the lost and not charge me another service fee.
Desired Settlement: If they won't take the lost. I would to be refunded the additional service charge.
Please see the attached letter in response to complaint #*******.
We have reviewed the complaint along with the response and other information regarding this claim with the President of the company, and she is in agreement that there should be no complaint since the customer was made aware of the extra charges, and approved them, before any work was done by our technician. We apologize that he feels the need to file a complaint, but the President stands firm on the actions of the Vice President and our Road Service Technician being just and correct given the information we had at the time. Misinformation is the reason for the price to increase; once our technician realized this he took the appropriate steps to correct the information, get the correct tire, and get the customer safely on his way. Once again, the charges were discussed with the customer before the tire(s) was installed and he could have refused them at any time. We feel no refund or further action should be taken on this case.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
|10/4/2011||Problems with Product/Service|
|9/29/2011||Problems with Product/Service|