ComplaintsforDunn Tire, LLC

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2/23/2024 I brought my car in for an Inspection and Coolant flush, they told me my car failed inspection because the Front Lower Control Arms Bushings are loose impeding with braking causing pulsation this would fail NYSIE. They told me the repair was Required to pass and tried charging me 975.38+Taxes On 2/27/24 I brought my car to a Dealership because that part would be covered by my Service Contract, however they told me the parts listed were fine and did not need replacing, my car subsequently passed inspection just fine. This is beyond belief, I used to trust Dunn. This cost me a day of work, it was embarrassing.

  

  Business response

  03/29/2024

  Our Regional Service Manager, Bob Z********* personally met with Mr. ***** to review the vehicle and estimates together. Bob brought Mr. ***** into the shop and showed him that the parts are in fact bad. Mr. ***** noted that he had felt banging for a while now but was unsure of the parts that were causing the issue.  After this meeting Mr. ***** scheduled an appointment to have the repairs performed on Tuesday 4/2/24. At this time we feel that our original diagnostics and quote for repairs were accurate and warranted. Mr. ***** will have further discussions with the dealership that led him to believe there were no issues. 

  Customer response

  04/01/2024

  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,
  
  **** *****
  
  
  
  
  

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 13, 2022, I entrusted my vehicle to Dunn Tire for front brake and rotor repairs, fully relying on your expertise and the assurance of a high-quality service. Unfortunately, the repair did not meet the expected standards, as I soon encountered several issues. The brakes exhibited unusual noises, and vibrations were felt during braking. In light of these problems, I promptly contacted your service department to report the issues and requested a resolution. Subsequently, I had to return to Dunn Tire twice for subsequent repairs with the most recent repair taking place on February 3, 2023.At that time, I was told by the manager that he would not replace the brakes and rotors again if the problem reoccurred. He claimed my calipers were bad. I have gone to a few different repair shops including ****** ******, 2 different ***** shops, and a certified mechanic who all state that my calipers are functioning properly. Furthermore, I am extremely disappointed to learn that Dunn Tire is refusing to honor the warranty on both the brakes and rotors, despite the recurring issues and the clear indication that the repairs conducted have been inadequate. I would like to remind you that warranties exist to provide customers with a sense of security and reassurance. By refusing to honor this warranty, Dunn Tire is breaching its obligation to its customers. I insist that you immediately rectify the problems with my vehicle's front brakes and rotors, as well as honor the warranty for the components in question. I request a thorough examination of the braking system to identify and address all underlying issues. Additionally, I expect you to carry out any necessary repairs or replacements of the faulty components without any further charges, given the persistent failures and the warranty coverage.

  

  Business response

  06/30/2023

  We reviewed the customers concerns and had our Regional Management staff reach out immediately. Arrangements were made to have  the vehicle brought into one of our other locations so we could have the Regional Manager and a senior service technician work through the situation. The front brakes were replaced for the customer, under warranty and we provided a slider service on the rear brakes to ensure they were not contributing to the issue. We used a different brand of brakes to ensure it was not a parts quality issue. Dunn Tire will continue to honor the warranty on the brakes, assuming there are no other bad parts in the braking system. Customer was advised that if failure occurs again prematurely, the calipers would need to be replaced in order to maintain the warranty. 

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a set of tires from Dunn tire back in June 24 2023 for a total of $955.95 which had a warranty of 50k miles. After 2 months of driving I’ve noticed that all the tires were wearing down way quicker than normal so I brought the car back to them. The front tires were especially worn and after inspection they told me it was a suspension problem so they weren’t covered under warranty. I ended up paying full price for a new set of front tires and also paid to get the suspension parts replaced as well as have an alignment done. They told me the rear tires were wearing quicker than usual but there weren’t any notices issues so I left them alone for the time being. Around 6 months after that I’ve noticed more than half the treads were gone on the two tires that weren’t replaced so I went back to them again to see if they were covered under warranty. This time they told me that it was indeed wearing very quickly for the amount of miles driven but they couldn’t cover them under warranty until a they reached a specific tread depth and told me to come back when it’s been more worn down. I did exactly what they told me to and came back 2 months later but during that visit they told me one of the tire met the requirements but the other one was off by 1/8” and once again told me there was nothing they could do. I went to them to get the tires checked today this time for sure that the tread depth me the requirements (they are pretty much balding at this point). Now they are telling me that the tires can’t be covered under warranty since the wear feels uneven by hand even though the tire depth measurements showed that they were even all across. They now want me to pay to get the rear suspension parts replaced despite the fact that none of this was mentioned in any of my previous visits. On top of that they didn’t even bother putting the car on a lift and actually inspecting the suspension. They straight up told me it has to be replaced without even taking a look.

  

  Business response

  05/05/2023

  Customer had premature wear on tires purchased from Dunn Tire that appeared to be caused by mechanical issues with the vehicle and lack of rotation. Store should have contacted the tire manufacturer to inquire about potential warranty credit but failed to do so. Dunn Tire did not have the replacement tires in stock so the customer had the work done elsewhere. Regional Manager met with customer on 5/5 to go through the details of the situation. Customer was offered $196 warranty credit for the tires in question and was offered to perform a courtesy alignment check to determine the issue that caused the premature wear. Customer accepted the credit but declined the courtesy alignment check at this time.Customer seemed happy with the above resolution to their concerns.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/23/2022 I took my car in for seasonal tire change over @ Dunn Tire @ **** ******** ***. Work completed. I drove a short distance-@ 20mph in heavy traffic. I noticed the steering wheel wobbling & noise as if tire was going flat. I drove back to Dunn & explained the issue to Bryan B.(assistant manager) I asked if a test drive was done. He said “We do 4 cars per hour and only test drive cars we service. Bryan added they do 4 cars per/hr. If they test drove they would never finish. Sounds like poor quality work is ok just meet 4 cars per/hr. In Less than 5 minutes Ricardo J.(manager) had driven my car in the parking lot, brought it into the bay, it appeared he never did anything else. I know he never put it on the lift. He came out saying to me “here you drive. I know exactly what the problem was. Your back tire was low.” While I drove the car in the parking lot I didn’t hear the noise or feel the steering wheel wobble. I should have realized I was only driving 10mph. It appeared the problems were resolved. I got the work order #******** and left believing things were corrected. They were NOT. I drove a short distance only to have the same thing happen. I called the mechanic @ ********* ****** **** told him what was happening. He said I should go back to Dunn. Something I did not want to do. To me it felt as if neither employee believed there was a problem in the first place. They had their opportunity and failed miserably. I didn’t want them touching my car again. When I drove the car at 20mph to ********* on Monday 11/28 it felt as if the front wheels were going to fall off. I question the automotive knowledge of the Dunn mechanics. They didn’t know or didn’t care that cross threading studs would result in damage. They never noticed the loose front wheel. Dunn failed to do the proper service & failed to correct it the second time around. DESIRED RESOLUTION Dunn Tire to fully reimburse me $440.33 for necessary repairs done @ ********* **** ******* 

  

  Business response

  01/04/2023

  Hello, I called the customer and left them a voicemail on 1-4-23 @ 9:42am 

  Customer response

  01/11/2023

  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,  ********* ****** 

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On last Friday I had an 8:00 appointment at Dunn tire on Walden Ave. Depew . An oil change and an inspection for my 2019 **** ******* with 19,000 miles . Dropped off car at 8:00 am . Waited for a call all day to pick up car . At 12:00 called and received an automated message we can not accept any calls . Never received a call about vehicle. At 4 pm called again . They answered all set come pick up your car . Drove to pick up the car . Told me car failed inspection. Said front rotors were pitted and chunks were falling off . Said that they called to tell us . We never received a call about any of this . Knew I needed wipers . Lied about calling us . Paid for the oil change and left . Very upset at the lies . It gets better . Call Dunn tire location on Transit and Main . Made an appointment for 12 noon yesterday Monday . Dropped car off . Told them about the failed inspection and the lies about calling us to inform us about the front caliper failed inspection. Called us half an hour about our car . Knew blades would be replaced . But , guess what? They said my rear calibers were not able to pass inspection ??. I have all the paperwork from the Depew location saying the left front tire was removed and front calipers were pitted and chunks falling off and that was the failure for my NYS inspection. Anyhow to get through inspection for the aggravation and lies . Forced to say put them on . I asked to have them resurfaced and they said they can’t do that . Very upset at the lies and false statements about my cars inspection. I had to pay for 2 inspections and ( ( wipers which I knew needed replacement). Not to mention the paperwork from the Depew location initial walk out and inspection had my car listed as a ******** and it’s a ******* . Another failure on Dunn . After lies and conflicting inspection and flip flop of describing work needed to be done . I had to charge 475.00 on my ******** credit card for a tale of two different inspections .

  

  Business response

  10/26/2022

  Hello, We left the customer a voicemail on the number listed on the complaint at 9:50am today.

• Initial Complaint

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10/7/22 I went back to dunn tire and, explain to them about the front rotors they put on my vehicle, that I had to take my vehicle to another business to have another set of rotors put on, because the ones Dunn tire put on were worped, the one manager there kept putting me off, but another manager the who happens to be the one that was there the Dunn put the rotors on my vehicle, said the other manager should have at least looked at it, anyway, he agreed to reimburse me for the cost that the other business had charged me, but it's been almost two weeks and I haven't, seen or gotten my refund, when I call and speak with Dunn tire they tell me they sent it in, and there should be no problems, and their just waiting on it to come in the mail, but when I told them I was going to small claims court, they called me right back, just to tell me the same story, that they put in all the paperwork, and the mail has to come from Buffalo and then to Rochester and back to Batavia ny, I need my money.

  

  Business response

  10/20/2022

  Hello, We have a check at our location waiting for the customer in the amount agreed upon with the customer. I spoke with the customer and he was happy that we took care of the issue for him. 

  Customer response

  10/24/2022

  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 to let you know that I would like to cancel my complaint against Dunn tire in Batavia ny,as they finally sent my reimbursement, and I would like to thank you for your prompt response, thank you Regards, ****** *******

• Initial Complaint

  09/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On September 2nd 2022, I took my car into Dunn Tire on Transit road to have a diagnostics run. I ask for the price of the service and I am told 120+ tax when I come to pick up my car I am told my vehicle has been fixed and I now have a balance of 1300$ to pay. They didn’t see any problem with this situation and expected me to pay immediately. Even went as far as telling me they will put a lien on my vehicle. I asked them to call a manager as I wanted this issue resolved so I can get my vehicle back. Never received that call after waiting at their store for 3 hours and I had to open a line of credit in my partners name to pay for the service I never authorized to be done on my vehicle.

  

  Business response

  09/20/2022

  We have reviewed this situation and made attempt to contact customer on 9/19; voicemail was left on number provided. Will attempt to contact customer via email on 9/20 to hopefully resolve situation. After investigating the customers concerns, it was determined that although the customer gave verbal authorization to complete the work in store, written authorization was not obtained on either the service estimate or the work order. Since Dunn Tire staff failed to obtain written authorization, we will be issuing a refund for these services and the customer will only be charged for the approved diagnostic charges. Once customer service makes contact with customer, a refund check will be issued ASAP.

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought new tires had the truck aligned at dunn tire left and it didnt feel right it was all over road and riding on edge of tire went back they said yeah it was out they aligned again i left and it was about same they told me thats how the tires ride so drive on them for a while noticed steering start to wobble . When i got a channce went back and they checked alignment again yes its out and i showed them my tires in front were wearing on outter edge more than inner the manage said all mud tires wear like that which is an untrue statement he also said he was going to call the manufacturer of tires They told him nothing they will do so the dunn rep told me to bring it to his store for his master mechanic to look at it i did he looked and said everything in steering is tight and good but alignment is out then he aligned it to where it should be and told me to put my front tires on back and back on front and basically thats it.a little while later i contacted the rep again and he said not going to do anything about the two tires that are not safe and thats it .ruined two brand new 300 dollar tires and refuse to replace

  

  Business response

  05/27/2022

  Hello, 

  The vehicle is lifted and is not factory. When we did the first alignment, the alignment was out of specification. The tires were installed before we performed the alignment. The customer couldn’t provide us with the tire installation information that was requested by the tire manufacturer. The tire manufacturer denied the claim. Dunn Tire did honor the warrant on the alignment. 

  Customer response

  05/31/2022

  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.  For your reference, details of the offer I reviewed appear below.

  Yes the truck is lifted and they told me thats not a problem when i asked if they can align it  the rep also told me they align lifted trucks all the time .i got my tires installed at reids tires on seneca st and i told them that they are a professional tire install shop idk why that would be a problem  . Alignment was bad twice when the did it which ruined my tires 
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *******
  
  
  
  

  
  

  

  Business response

  06/02/2022

  Dunn tire is confident that the alignments were done correctly all three times. We have documents that support the alignment specifications every time. We are confident that the alignment did not cause the tires to wear unevenly. 

  Customer response

  06/03/2022

  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.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  ****** *******
  
  
  
  The tires are ruined due to bad alignments .my tires were brand new when aligned teice and twice it was off like i told them and because of bad alignment the tires are ruined there is no other explanation obviously my front end was all tight when aligned or they would proceed with alignment.maybe the machine was off idk but bad alignments ruin tires quickly .if there was any wear on my tires before they aligned why wouldnt they have noted it 

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought car in for service for a vibration. I received a call with laundry list of repairs, i said I was going to take it somewhere else they told me I couldn’t, forced me to do work there and the price quote over phone was different when I came to pick up car& did not fix issue I brought it in for,

  

  Business response

  03/12/2022

  I left the customer a voice mail yesterday, just waiting for a response. 

• Initial Complaint

  07/17/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On May 8th, 2021 I brought my Honda Pilot to the Camillus Dunn Tire location to switch my snow tires over to all seasons. I picked up my vehicle later that day. On May 14th I realized the tires were in the back of the vehicle (like they always are after I've gone to Dunn). I called the shop and explained the situation. I was told that they think the tires were scrapped and that they would make it right and they would get back to me the following week. No one contacted me the following week and I have called three times and have been told a manager would call me back. It's two months later and no manager has called me back I have also sent an email to Dunn Tire corporate customer service and have not received any response from them either. I am looking for a credit for the snow tires that were thrown out. I've used Dunn Tire for 8 years and have had generally a good experience there, but they have completely dropped the ball here.

  

  Business response

  07/22/2021

  I spoke with ***** today (7/22/2021). He has sense traded the ***** and purchased a new ******** I have ordered a brand new set of snow tires for his new ******* to replace the lost tires. Customer is happy with resolve.

  Customer response

  07/30/2021

  Dunn tire has more than satisfactorily resolved my complaint with them. Regards, ***** ******
  
  
  
  
  

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