ComplaintsforVannoy's Tires, Inc.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I walked into ******s tires around 12:45 p.m on 8/23, after calling and pricing a alignment. Reason I recently changed an upper control arm. I added balance wheeles, once I arrived. So alignment and balance. After balancing, and rotating my tires, my truck was pulled into the alignment bin. Someone at the register decided to all a sudden say it will be thus after noon before we can get to am alignment. When any other alignment I've ever had, takes roughly 45 minutes. I told them this was mind boggling, and I didn't understand. Why didn't they tell me this before they took my keys and started it? However, all that ruckus was for nothing, cuz here is and attached picture of the truck getting an alignment. At 1:30.... so they, Intentionally called me up to mess with me, when it all was a lie. I'm just trying to fix my truck and pay for a smooth service. I'd like a full refund and a response to why this happen. Cuz I'm fixing to start sending yall something anytime any company messes around like that. You can't put profits over people life's.

  Business response

  09/11/2023

  Hey there, I would first like to thank you for choosing ******'s Tires.  Although, I am not totally sure where we messed up. I am the first one to admit our faults when we have one, but to my understanding all of the services we provided were done correctly and in a timely manner. Im not sure of why we would have said something like that unless they were just trying to lighten the mood and joke around a little bit; for which, I do apologize. Im very sorry for the miss communication, although I do not find this worthy of a full refund.

  Thanks, 

  Clayton ******

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle for tire rotation and alignment as I have purchased the lifetime alignment from ******s for my vehicle. I dropped it off at the new warrington location. they called and said they couldn't align it as I needed ball joints and upper control arms they did rotate the tires at this time. so I returned and picked up the truck and they verbally quoted me $1300 for parts and labor and told me that if I brought the parts to them it would be $600-700 to install the provided parts. I then ordered the parts I wanted to use online. Before I brought it back I was going to do a brake job on the truck myself. I did one side fine then the other side I found that they had over tightened a lug nut and could not remove the wheel to finish the brake job on the other side. I then took the vehicle back to the shop with the new parts and the remainder of the brake parts and explained I wanted to have them install the ball joints and align the truck as well as fix the stud they over tightened and install the other rotor and pads on the side they had to replace the stud on from over tightening. I get a call that afternoon to pick the truck up paid the bill and left. on the way home heard a lot of clunking and stopped and looked and they didn't replace the upper control arms which I had paid for and they did not say anything other than the truck was done. took the truck to the 9th ave location and explained what had happened and they wanted me to take it back to that location and I explained that I had taken the truck to that location twice and both times they messed my truck up and charged me for services that were not done. so I had to bring my truck back to the 9th ave location the next day and they had it all day and had to pay an additional $250 to get the truck finished without so much as an I'm sorry. this was definitely the worst experience I have ever had at a mechanic and to be charged more for a job that they didn't do the first time is ridiculous.

  Business response

  01/24/2023

  Hey there, my name is Clayton ******* I am so sorry to hear how all of this carried out. I have talked to all of my employees involved in this situation and have pieced together a good example of poor communication on our side. The first mechanic who worked on you vehicle was told to replace the parts that you provided. He does not see the ticket nor does he know what is being charged to the customer. He made a honest mistake and did not see the upper control arms that you had provided with the other parts. We certainly should have double checked to ensure all the work was done. When you returned to our 9th Ave. location, we fixed our mistake with no additional charge to you. As for the $250.00 that was spent at our 9th ave location, that was a completely separate request of work. You requested to have torsion keys installed which was not requested at any other time, nor were you charged for that install at another time. We corrected our mistakes with no additional charge to you, and then we provided the torsion key install for our normal rate. Also, our mechanic on New Warrington Rd. replaced the rest of your brake parts free of charge. We are sorry for all of the confusion and headache that this has caused. We are the first to admit if we have made a mistake, but we make sure to do our best to fix these mistakes when they arrive. We certainly would like to keep your business and  handle any issues that we have not  handled up to this point. Please let me know what we can do going forward.

  Thanks 

  Clayton ******

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 12, 2022, I took my car in for an oil change. On October 16, 2022, the car’s engine oil light came on, and the vehicle was towed for repair and diagnosed on October 17, 2022, as having a missing oil plug. The oil plug was not properly secured from the oil change at this store which caused this issue. I am asking for a refund of expenses related to this matter, totaling $555.33. Supporting documentation is included, and I would like to request that the company please provide an active e-mail address for contact. Thank you

  Business response

  10/27/2022

  Hey there, so sorry to hear about this happening. I recall one of my managers getting a call about this but when he went to get the information from the customer, none was given. We did not have a way of following up on this to get things fixed. That is no excused for what happened but rather a reason why we are just getting around to handling this matter now. I have looked in our system and found that you were indeed in our shop getting work done that day. Mistakes are not common for us but we certainly own up to them when they happen. We are going to write you a check for the full amount and have it mailed to you as soon as we can. You should expect to see a check from us within 5-7 days. Once again we are very sorry that any of this happened and we hope that you will give us another chance to show you that we can and will do better in the future.

  Thank you,

  Clayton ******

  Customer response

  10/27/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18320481, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Sean *******

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my vehicle into Vannoys Tuesday (4/26) afternoon to leave overnight and be looked at the next day. Upon bringing my vehicle in I stated that I had just made a u-turn and while doing this I heard something in the front end of my car break and then extreme grinding of metal. I called around noon the next day to check the status and was told they lost my information and was glad I called in. Then they went on to say that the mechanic had looked at my vehicle and found the noise complaint, they said I needed a new hub bearing along with new brake pads and rotors. I came to the shop after work, paid for the repairs but before even getting out of the parking lot I heard the exact same noise that I had brought the vehicle in for to start with. I immediately turned around and took it back to them where I was told they never even drove my vehicle to try and hear the noise that I was complaining about. Instead they just put my vehicle up on the rack and spun my tired and told me there was a roaring noise coming from the hub so that's what they replaced. Before this day I never heard the noise they claim to say they fixed. It has actually turned out to be the transfer case on my transmission. I currently have new brake pads, rotors and a hub bearing on a vehicle that isn't even drivable. I have gone through the manager as well as the owner at this point and have been told they did work I accepted, however when I accepted this work they told me it was going to fix the issue I brought it in for. I feel as though I have been taken advantage of. I'm not arguing the fact that I may have needed those items but it was not at all what I brought the vehicle in for.

  Business response

  05/16/2022

  Business Response /* (1000, 5, 2022/05/02) */ Hello there, first off I would like to apologize about our staff miss-placing your information. Besides the loss of information, I still stand by the actions that we took in this process. Let me explain why. The vehicle was brought to our location with the information that there was a front end noise. Our first step in all vehicle inspections is to bring the vehicle into the shop and lift it on a rack where we can do a full shake down. Upon this inspection we immediately identified that the left front hub bearing was in very bad shape and was in-fact creating a roaring noise. After the full inspection was completed we found that the front brakes needed to be replaced as well as the left front hub bearing. We felt confident in this diagnosis considering the description of the noise by the customer matched the noise and location that we found. We are not a transmission shop nor do we do any transmission work, therefore we felt no need to continue further inspections. We then were put in touch with the owner of the vehicle and recommended this work be done and provided a price to the customer. Upon the approval to do the work, we then began the repairs. Once the customer had picked up the vehicle and realized there was still a noise she then brought it back to see what was wrong. We first inspected the work that we had performed and we found that it had all been properly completed. Now after further inspection we concluded that it may be transmission issues which is out of our line of work. This is when the customer was starting to want a refund. Our manager of that location proceeded to go above and beyond out of simply the kindness in his heart and gave the customer a refund of the hub bearing for $215.76. We felt this was more than enough grace considering the work we did was properly done, much needed, and approved by the customer. This refund was not enough to satisfy the customer and then I reached out to her to try to explain the matter at hand better. After we spoke on the phone for a few minutes I realized that I was not able to satisfy this customer with any explanation at all. Our conversation ended with her speaking to me in a way that I had never been talked to before. She proclaimed that she would try to ruin our business and would blow us up on every social media outlet there was. I responded by saying I am very sorry you feel this way and doing so will not help your problem at hand in any way. I Know that we did not take advantage of this customer nor do we ever try to take advantage of any customer. Unfortunately she had multiple issues with her car that day. We found 2 problems and fixed both of them. We also gave her a partial refund just for the troubles she had been through. Thank you, Clayton ****** Consumer Response /* (3000, 7, 2022/05/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I agree that I may have made a mistake by bringing my vehicle to a tire place not knowing exactly what the issue was. My complaint is that I was told this repair they were doing was going to correct the horrendous noise coming from my vehicle. I didn't even get out of the parking lot before I heard it and it is a much different noise than the "roaring" that comes from a hub failure. As far as the way I spoke to Mr. ******. I told him I would be filing a complaint because I do extremely feel as though I was taken advantage of. I never said I would "ruin his company". He did state to me that I was given the small refund by his employee that he would have never offered in the first place. I was also told that it is a matter of opinion as to whether the wheels or the transmission are a more important working part of the vehicle. I can not attest to the quality of work completed as the vehicle is now sitting still with a much larger issue of the transmission. I am not satisfied with the resolution offered. Again, if the person who initially took my information would have listened or passed ** the complaint I came in with they wouldn't have just thrown my vehicle on the rack and assumed they knew what I was talking about. Instead my information was lost and not very well communicated is what it sounds like. Business Response /* (4000, 9, 2022/05/03) */ The vehicle came into our shop with multiple problems We found all of the problems that fall within our line of work We approved the work and price with the customer before preforming any work we performed the work properly We partially refunded the customer purely out of sympathy for what she was going through We followed up with the customer to try to resolve any lack of communication We offered to refund the full amount if she would allow us to put the old parts back on the vehicle and we keep the new ones (she declined) From this point forward, I do not know what else to say that I have not already stated. I feel a full refund is not right.

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is all regarding a 2000 Ford Ranger XLT 3.0L v6 Called to verify business had opening to have vehicle checked. Issue described was the brake pedal was pressed, a "pop" was heard and felt, then the brakes had an awful pulsation. I was told yes they could "check the brakes to find out". I notified it was being brought by a tow truck and was told OK. I included all pertinent information on a handwritten note placed under a strap on the center armrest of the truck. Truck was loaded onto the tow truck and dropped off at ******'s. Later that day I got a call by a man who said "the mechanic is recommending" and included front brake pads and rotors, tie rods, ball joints, and rear shocks. Total was around 1500.00 I said it didn't need shocks as those (all 4) were replaced within the past year, and we also had ball joints and tie rods done not long ago as well. He put me on hold to "go check" and came back saying we did in fact have ball joints & tie rods done but this was for the other (upper OR lower, inner OR outer). I asked if this would fix the brake issue to which I was told "yes". I authorized the work all except rear shocks. We got call to pick up vehicle half hour before closing. Paid & drove home. Got not even a mile down road & brakes started pulsating again so turned around & took back. They checked first thing in AM & notified us it would require dealer as it's an intermittent ABS issue. Informed them the trip meter showed their "test drive" was not even a half mile total and the clock was reset (battery was disconnected). We were basically shrugged off. Ended up taking it to Budget Brakes & they got whole story. Immediately removed rear wheels, finding both wheel cylinders blown out, with driver side shoe crumbling upon drum removal. Vannoys did not even TRY to check the rear brakes. Had they looked it would've resolved the issue immediately. We ended up paying for a repair twice, with parts not needed, and ******'s upselling us unnecessary stuff.

  Business response

  04/25/2022

  Business Response /* (1000, 5, 2022/04/19) */ Contact Name and Title: Clayton ****** Contact Phone: XXX-XXX-XXXX Contact Email: ***********@gmail.com Hey there Mrs. *****, I have reviewed the case description and have talked to the mechanic who worked on your car as well as the manager of the store you visited. Both the mechanic and manager remembered your vehicle and the issue at hand. Upon arrival of your vehicle, we removed all 4 wheels and inspected brakes on the front and rear. We also inspected the front end of the vehicle to insure that all the parts were in working order. Upon inspection we saw that the front brakes were metal to metal and were in a severe state. The mechanic also concluded that the lower ball joints and inner tie rods had play in them and recommended them be replaced. I do apologize about our mechanic missing the leaky rear wheel cylinders and I have already taken corrective action with him to improve upon this mistake in the future. With this being said, ******'s Tires is very sorry that we could not fix all the problems on your first visit. ******'s Tires takes great pride in the work we perform. We train our employees to never sell a job without talking to a customer about the issue at hand first. Just because we missed the rear wheel cylinders leaking does not mean that the other parts we replaced did not need to be replaced as well. I appreciate you reaching out in regards to this so that we can improve on more detailed inspections in the future. I also hope that you give us another chance to prove our quality service that we have provided to our community for many years. Thank you. Consumer Response /* (3000, 7, 2022/04/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I highly disagree! The rear wheels were NEVER REMOVED. If they were, the drum wouldnt have been STUCK on the vehicle nor and you would NOT have been able to put them back together as the driver side shoe CRUMBLED to pieces when removed! I have PHOTOS, a video of it being removed, and documentation the rear wheels were NEVER REMOVED. No brake dust was disturbed, the drum was stuck on, and the shoe crumbled when the drum was removed. The shoe backing plate (metal) was so low it has grooves in it. *IF* you pulled rear wheels you wouldn't have LEGALLY let me drive away like that as it was a safety hazard. Please. No need to be deceptive. Your mechanic may claim they were removed but I have documentation they in fact were NOT. Business Response /* (4000, 9, 2022/04/20) */ I understand your frustration regarding the rear brakes being missed. Although, missing the repairs needed on the rear brakes does not mean that the work we did perform was unnecessary. We called and verified the work we were doing as well as the price of the ticket before we performed the work. I have taken corrective action with my mechanic for him to be more detailed in his inspections of vehicles so that he can eliminate future misses. I do not feel that a refund is right considering the work that we did was done right, approved by you, and was completely necessary. What would you like us to do going further? Consumer Response /* (4200, 11, 2022/04/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) "Missing" brakes versus completely NOT checking them are two totally different things. We authorized repairs done because we were told it would fix said issue it was brought in for. After leaving your business, we were out $1100+ and still had to pay another shop to repair the original issue we brought it to you to fix (that was completely overlooked and NOT checked whatsoever). When we came back and expressed our dissatisfaction we were basically told "oh well it needed it anyway" but that was nothing to do with what it was brought in for, did nothing to fix the issue, and could have waited. When it was brought right back the same day they had a second chance to actually find the problem by simply pulling the rear wheels off & checking in the drums. Being a business, if you find we needed rear brakes you would've sold them to us. By not finding the rear brakes needing to be replaced, your shop completely dropped the ball. This being a company vehicle, every day it is parked costs us money. We were completely unsafe driving it in the manner it was when we left your shop. That's why I feel a partial refund is just because we paid out more to fix the main issue, and every day this truck is parked costs us. Had the mechanic even pulled the rear wheels it was immediately evident what the underlying issue was. This was not just something "missed" - it was not even checked. I'm more than willing to share the photos I have. Business Response /* (4000, 14, 2022/04/22) */ It does not appear we can come to an agreement unless we refund you a sum of money. If you would like to make it over to our new warrington rd. location in the next couple of days we can provide that. I will talk with the staff over there to let them know you will be coming in and what we will refund you. Because it was a brake issue that we missed, i feel that it is fair to refund you the amount you spent on front brakes the day we did the work. This will include a full refund of the front brake pads, brake rotors, and the labor to install the brakes. Consumer Response /* (2000, 16, 2022/04/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes I think that is adequate and a fair resolution to this problem. I normally would not have resorted to this drastic of a measure for a complaint but given how we lost money and paid out twice for one issue, it was necessary. We tried to resolve somewhat while picking up the vehicle but were given a deaf ear and cold shoulder. I wish it was found on one of the many opportunities that there was while the vehicle was in your shop to have prevented this. I will go by the New Warrington location this weekend. Thank you for agreeing to the refund of the front brake pads, rotors, and labor costs associated with such repairs. I appreciate you agreeing to the partial refund.

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