ComplaintsforPurcell Tire & Rubber Co

• Initial Complaint

  12/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for a new tire pressure censor on front driver side tire and tire rotation (air pressure check) for $118. Paid, with receipt in my hand, I walked out to my truck and noticed tires were NEVER rotated. Censor tire was still in the same spot and not a single print on the other wheels. Air pressure is still low in all tires - never checked. Technician checked off on tire rotation he never did (He said he forgot! Apparently, he forgot a second time that he didn’t rotate my tires as he completed his check list)! The older man at the service counter said, “ Sorry, there’s nothing I can do about it.” How are these men powerless to hold other employees accountable or front staff unable/unwilling to make sure technicians’ work is completed and done properly for customers??…. but Purcell Tire will definitely take your money for services never rendered! Absolutely appalling. Purcell Tire does NOT care about their quality of work or honesty with patrons, as evidenced. I walked back in again and handed them my keys to get my tires rotated, watching this time to make sure it was completed. I am disgusted by this behavior from these Purcell employees, especially the older man (#*****) who basically condoned what was done! What kind of company allows dishonest behavior like this and then says they can’t do anything about it?? I was going to buy a set of ******** ********* (Dunlop) they quoted $1600 to me but there is no way I’ll give any of my money to them again!

  

  Business response

  01/02/2024

  I was made aware of this complaint the following morning from my assistant Manager **** **** (old man at service counter as described).  **** stated that we did have the rotation on the ticket to be completed, but the backshop employee looked over it on the ticket.  He did replace the TPMS sensor as requested, but did fail to do the rotate.  When this was made aware by ****, we immediately pulled her F150 back into the shop and complete all the work she had paid for ($118.49).  The total time to complete everything was around 47 minutes (as you can see by the attached invoice)  **** did used very inappropriate language that was not needed to speak to my staff.  **** has over 40 years of experience in the tire industry, and he quickly acted when the problem was noticed.  Purcell Tire strives to provide the best in customer service, and we are not in the business to take advantage of anyone.  We have been in business for over 88 years, and we want to take care of every customer just like it was our family.  However, we do have humans working for us, and as with myself, I do make mistakes from time to time, but I feel **** handled the situation in a timely manner.  If **** was wanting **** to discipline the backshop guy in front of her, well that is something that I handled the following morning.  Purcell Tire, and myself are very sorry for the trouble we cause you during your visit, and hope the service you paid for was satisfactory after it was completed that evening.  

  Customer response

  01/04/2024

  Complaint: ********
  
  I am rejecting this response because:

  Your note sounds more like justification than an apology and speculation about what I expected at the time.  Do not presume to speak for me.
  First of all, it is a great disappointment that “****” has 40 yrs experience and the very FIRST thing he said to me was, “There’s nothing I can do.”  That was ALL **** did.  
  I am the one who walked back in and said that I want my tires rotated (which I had already paid for) and then I handed my keys to the shop mechanic.  
  **** had nothing to do with it and he did nothing.  So, sounds like you may have an honesty issue all the way around in your Paducah shop.
  I am a former law enforcement officer and I intended to call local authorities if your employees did not take care of the matter.  It’s not ok for people to leave without paying for services and it’s not ok for businesses to charge patrons for services never rendered.  The law applies both ways.  
  I am rejecting your response because you praise **** as though he had utilized his 40 years of experience and was assertive in resolving the matter when the opposite actually occurred.  ****’s lackadaisical response reiterated the fact that he didn’t care and seemed to condone the dishonest behavior of the staff there.  
  How your company policy dictates discipline and how you choose to implement it is a responsibility that falls upon you.  But know that if you choose to keep dishonest and complacent employees, as you have, patrons will choose to go elsewhere and a reprimand may not be a luxury option to you.

  
  
  
  Sincerely,
  
  **** *******

  

  Business response

  01/05/2024

  ****, 

  I apologize for the actions of our staff, and any undo stress we have caused you.  I can assure you I have disciplined, and reinforced our process with our staff to prevent such things from happening in the future.

  Sincerely,

  ****** ****

  Regional Director

  Customer response

  01/07/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  Sir,

  I was driving today to take my dog out for a run.  It has been a little over one week and my tire pressure sensor fault alert just came back on today, 1-7-24 (I can email the fault photo to you… it will not attach to this doc).  
  I am going to have my truck checked again, to see if your mechanic even replaced the sensor I was charged and paid $87.39 for.  
  Part of the service I paid for was to have my tires checked.  This was why I went to Purcell’s.  I specifically asked **** to make sure the mechanic checked the tires and air pressure of each tire.  This was not done either, as the air pressure was still the same as when I had arrived at Purcell’s on 12-28-23.
  If your employees only cleared out the fault and did no sensor replacement, you will be hearing from local authorities.  
  A brand new sensor should not be faulting out in such a short time.  I want a refund for the sensor I paid for and I will have it replaced again, elsewhere.

  
  Sincerely,
  
  **** *******

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 20 July 23, Paid Purcell Tire $595.47 for a brake job which they totally destroyed. Had to have car towed to another repair shop where I was informed that the work that was done damaged the vehicle even more. Currently waiting on new parts to repair and replace so proper work can be done.

  Purcell Tire
  **********************************************************************************
  **********

  Customer response

  08/14/2023

  New mechanic correcting the previous damage can be contacted at ************ ************

  Thanks

  *****************************;

  

  Business response

  08/17/2023

  Customer had car towed to our shop on July 20 with brake issues. Upon inspection ************** found a split in a rubber brake hose on the driver front, no other issues found at that time.  Replaced hose and brake pads (pads were saturated in brake fluid). Customer paid for and picked up car 7/21. 
  Customer had car towed in a second time on 8/2, with brake issue on passenger front. Upon inspection found split on rubber brake hose and bent and leaking metal brake line.  The metal brake line was only available through Dodge and customer was informed there was approximately a five day lead time. Customer agreed to the wait on the parts arrival.  The part came in 8/7,we informed the customer that we should be able to have car finished and ready by end of day.
  Customer called around 1pm and said that they were having car towed. Removed parts we had started to install and moved car to the parking lot for pickup.  We did not charge customer for any of the labor that had been performed on second visit, or restocking fee for special ordered part.

  Customer response

  08/17/2023

  According to new mechanic,Gear Auto, tele# ************ they damaged it further. 

  Customer response

  08/17/2023

  Purcell Tire damaged the vehicle even further by trying to fix and broke the caliber, which holds the whole brake line 

  *****************************;

  Customer response

  08/18/2023

  Complaint: 20443494
  
  I am rejecting this response because:

  
  they broke the caliper that holds the pads and brakes together.  They never ordered the part so I went to get the car and gave it to another mechanic.  They just let the car sit there after they messed it up.  It was one line messed up on the brake system and they messed up all the brake system.  The other mechanic we have now said they didn't know what they were doing.  When they gave me the car back they never replaced the part broken.  
  
  
  Sincerely,
  
  *******************************

  Customer response

  11/27/2023

  1/5/2023 PE Text came in overnight from consumer that she received the check from the company.  The mediation case can be closed.

  12/18/2023 PE:  Received vm from consumer.  She is not in receipt of a check. 

  12/6/2023 PE:  Emailed the consumer to let her know that the company agreed to a refund.  Instructed the consumer that if she hasn't received a check in 7 - ******************************
  

  11/28/2023 PE:  ******************************* left vm saying the cc she used for the transaction is no longer valid.

  11/27/2023 PE:  Reached out to consumer via email.  Asked about any resolution and documentation for repairs.  She is asking for a refund of $595.47

  

  Business response

  11/27/2023

  12/5/2023 PE:  Received an email from the business that they are willing to provide the consumer a refund.  They will be sending it to her through the USPS.

  12/1/2023 PE:  Phone the business and left a vm message for ****************************  Provided my name, direct dial number, reason for the call and asked for a call back.

  11/27/2023 PE:  Emailed the business (complaint handler) and requested a refund of $595.47.  Asked for him to email response or call with questions.

• Initial Complaint

  11/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this company 9/1/21 to have the wheels balanced, lugnuts changed, and some other work done for the wheels. In order to do the lug repair, they have to touch the brakes and rotors. I noticed my steering wheel was shaking when I would drive. I went to Suntrup Kia and they told me one of my brake pads was missing. I have been driving in this car with my kids without a brake pad. I reported this to ******* and all they basically said is they wouldn't have been even near that area to do the work. I haven't had any other work done since then.

  

  Business response

  12/08/2021

  At the time of Ms. ********* call back, the ******* Tire employee, **** *******, ask the mileage of the KIA. Ms. ********* stated "over 180K miles" on the vehicle. (November 24th) At the time of service, the vehicle had 176,097, a difference of 3903. (September 1st) 

  If ******* Tire had not replaced the brake pad, the caliper piston would push on the caking plate enough to slow down or even stop the vehicle making it nearly impossible to drive. 

  If no brake pad or backing plate, the vehicle would not stop when the brakes are applied.

  From what we gather investigating this incident, Ms. ********* did not allow ******* Tire to inspect her vehicle.

  Are there any pictures of the brake pads or rotor? (from the KIA dealership) 

  Which wheel position was the brake pad missing from? 

  At this time, there hasn't been enough information given by Ms. ********* to make a determination of fault.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩