ComplaintsforAmerican Tire Depot

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/9/24 American Tire Depot said my car was fixed. I paid for the work and I started my car. It wasn't fixed. They next day they told my wife and I that the engine light was on but it was driving well. After not getting updates from them I went to the shop and saw my car in the parking lot. It wasn't being worked on, R******, the manager, said they will start working on it. I didn't hear from them. I called and R****** said something else wrong. I went to pick up my car. He refused to give me a refund. I talked to J***** ******, the district manager, and he told about what happened. He told me that they will give me a refund. I went to the shop and received the invoice with the refund. I have the attached copy of the invoice. The refund was never put through my credit card company. J***** ****** said that I would talk to IT and get them to do it. He has told the sane thing on three different occasions. American Tire Depot do not have a current business license to operate in Irvine per Irvine City Hall. On 11/3/24, I called Citibank and they still haven't received a refund. BAR was waiting to investigate to see if the issue would be resolved, but it hasn't. BAR#ard301235 and EPA#CAL*********.

  Business response

  11/12/2024

  To all parties involved,
  
  Our customer was refunded for the full amount and is satisfied with the resolution.
  
  If there are any further questions regarding the resolution of this concern, please contact:
  
  *****@bigbrandtire.com
  
  Thank you

  Customer response

  11/19/2024

  Regarding Complaint ID #22508060: They never gave me a refund. My credit card filed a dispute. I won the dispute. American Tire Depot didn't repair me car. 

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to American Tire Depot on July 14th 2023 to change all my 4 brake pads on my car. However when I left home, my brakes started to make a loud squeaky noise. So I went back to American tire Depot to complain about the noise and they said they will change my rear brake pads for free maybe they were defective. I went home and my brakes were still making a loud squeaky noise. I went back and they told me to give it a month maybe the noise will go away because the brakes are new. I went back a month later and they replaced the front brake pads this time. They told me to give it a month for the noise to go away. So I went back again for the third time and they said they would resurface my back brake rotor disc. I gave it a month and I went back for the 4th time and they resurfaced my front brake rotor disc. It’s been more than a year and American tire Depot has not fixed my brake issue. On October 3 2024 I went to get new tires at a different shop and the mechanics told me that both my front and rear brakes are really low metal to metal and they need to be changed urgently. So I went back to American Tire Depot and told them why are my brakes metal to metal if I’m supposed to have Brand new premium carbon brakes on all four. I been going five times throughout the year to American tire depot for my brake issue and no one ever noticed that my brakes were never ever changed. This 6th time I went on October the 3rd they said they would change all 4 of my break pads. But my brakes are still squeaking, I went back and the guy in the desk tells me we have to change your brake disc rotors now if you want the problem to go away, but he wants me to pay for it. Why should I pay out of my pocket to pay for a new problem they caused. If they would of changed my brakes the first time I went one year ago, I would not need replacement of all 4 new rotor disc. I went more than 7 times through the year and no one fixed the issue. Now I want them to pay and to fix my brake problem.

  Business response

  10/25/2024

  To all parties involved,
  
  Our customer has been contacted by the District Manager and will be bringing the car to another local service center to have all concerns resolved at no charge.
  
  If there are any additional questions regarding this concern, please contact:
  
  *****@bigbrandtire.com

  Customer response

  10/30/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22438531, and find that this resolution is satisfactory to me.
  
  Regards,
  
  J**** ******** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a very frustrating experience with American Tire Depot in Rialto. I purchased four brand new Pirelli tires, along with a wheel alignment, for over $1,725.00. To my disappointment, the tires didn’t even last five months before they began showing significant signs of wear and tear. Given the cost and the Pirelli brand, I expected much better quality. The tires seemed like lemons, and I was deeply concerned about my safety driving on them. When I returned to the tire shop to express my concerns, I spoke with the owner, Jovani, as well as the managers, Rob and Nick. Unfortunately, they showed no concern or willingness to help. Despite explaining the premature wear and showing them the tires, they made no effort to offer compensation or even consider replacing them. Their dismissive attitude made the situation even more upsetting, especially after investing so much money in what was supposed to be a high-quality product. The lack of customer service and accountability at this shop is unacceptable. It’s clear they don’t stand behind the products they sell or care about their customers' safety. I would not recommend American Tire Depot to anyone looking for reliable service or quality tires. Their unwillingness to address the issue and their poor treatment of customers have left me deeply dissatisfied, and I hope others are cautious when doing business with them.

  Business response

  10/27/2024

  To all parties involved,
  
  After hearing about the customer's concerns, our regional management reached out to Pirelli to see what manufacturer's coverage would apply.
  
  Being that the specific model of tire purchased did not come with any defect or mileage warranty, the manufacturer was not able to reimburse the customer for the tires. 
  
  As a matter of goodwill and customer satisfaction, we have offered to completely cover the installation cost and provide a replacement set of tires at wholesale price. 
  
  For any additional questions regarding the resolution of this, please reach out to:
  
  Henry@bigbrandtire.com
  
  
  Thank you

  Customer response

  10/28/2024

  
  
  Complaint: 22421846
  
  I am rejecting this response because:

  
  I am writing to formerly reject the offer from American Tire Depot regarding the replacement of my tires.  I purchased these tires and after 5 months of minimal mileage, they were completely worn to 3% thread.  Given their relatively new condition, I believe it is unreasonable for the company to deny total coverage for their replacement.  I expected a higher standard of quality and customer service, especially for such a recent purchase.  I appreciate your attention to this matter and hope for a resolution that reflects the situation appropriately.
  
  Regards,
  
  C***** *******
  

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  10/30/2024

  After contacting Pirelli, it was confirmed that the tires purchased are not covered under a manufacturer defect / mileage warranty. While Pirelli does offer many tires that come with this coverage, the particular model purchased by our customer does not.
  
  We stand by our offer to provide a new set of tires at-cost, and will cover all installation charges. This will apply if the customer would like to explore other options. 
  
  We understand the customer's concern and appreciate this being brought to our attention so we can accommodate as best we can. As a certified Pirelli installer, we must stand by the manufacturers coverage.
  
  Thank you.

• Initial Complaint

  10/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Store manager sold me their private labeled tires along with alignment. They were sold with a full warranty of 6 years and 60,000 miles. I asked several times what would happen if they wore down early because I had come in for name brand tires and was assured these were just as good. I was told if they wore out inside the warranty window they would fully cover their replacement. I am now 2 years and 20,000 miles in and all 4 tires are nearly completely bald. When I went in to utilize my warranty I was told these tires are cheap and the best they could do was a discount of $125 off of a new set costing more than $1,000. I spent $700 on the first set and was completely taken advantage of. They use name brands in their ads and bait & switch clients to their cheap brand that they make significantly more on. Then when you come to claim the warranty they tell you that you should've bought good tires to begin with. Of course the current manager is new and the old manager who sold me is no longer there. Clearly they have a ton of turnover.

  Customer response

  10/07/2024

  DM, “J****” called me back and offered me a larger credit that satisfied my concerns. I still wish I didn’t have to spend another $350 but I accepted the result. 

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase two new tires and told them to put them to replace the back tires. They put the tires on the front instead. The tires are 2.5 years old and look very used. They charged me more than the quoted price and included a warranty which I said I did not want. I made an appointment and explained everything and sent my teenage sons in with the vehicle. They did the above likely to take advantage of the teenagers.

  Business response

  10/11/2024

  To all parties involved,
  
  Our customer was contacted by the Regional Manager on 10/3 and images of the tires were sent. Our customer agreed to bring the vehicle in on 10/6 for an in-depth evaluation.
  
  The customer was not present for this appointment, and was contacted again by the District Manager.
  
  As of right now, we are waiting for a response from the customer. We will continue to stay in contact with them until a satisfactory resolution is met.
  
  Any questions regarding this concern can be directed to:
  
  *****@bigbrandtire.com
  
  Thank you.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On the 2ed of August I brought my work van into American tire Depot to get a basic four-wheel alignment. The alignment was nothing to write home about. In fact, they didn't even bother to adjust my camber which was the most important thing since I had just changed shocks. The problem is when I got my vehicle back there was significant damage to the driver side door. It even looked as if someone tried to pry the body back into position so I wouldn't notice. Upon bringing this up with the manager. Pete, he denied the problem and told me there was nothing he could do for me. Cannot believe I brought my vehicle there. They have terrible reviews on better Business bureau and now I'm left with a damaged vehicle.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Work done on car and charge is falsely charged and used my car’s own parts then charged me for parts . Work that could have been only way under 1000( thousand dollars and charged us over three thousand dollars from 6 pm to 9:30 pm and also took home Cadillac converter cover off from my car and took it home and try to give it back and I got there before someone brought it back and I was not able to get it back and they try to tell me someone else took it. And another guy name reed put oil and fire cracker powder on my engine knowing it gets hot. I wrote to corporate office and they did not respond; as it seems they practice theft and falsely charging to people. Not only that illegal foreign people are here. Also put wrong antifreeze and also charges for work or repair not needed and requested; tire rotation ( just to look under car to steal more.

  Business response

  08/09/2024

  To all parties involved,
  
  As of an update this morning (08.09.2024), the District Manager has made two attempts to reach out to the customer via phone call, with no answer.
  
  Our customer is welcome to reach out to our CX Manager, ***** via:
  
  *****@bigbrandtire.com
  
  Thank you.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Getting our car repaired here was a nightmare for us. It started with not being able to start the car on July 23, 2024, The engine wouldn’t turn over. When i tried to start the car the dashboard lights would flash and I got a clicking sound from the engine. So after trying for minutes we called insurance and they sent a guy to give us a jump, He insisted it was the starter not the battery so he towed us to American Tire Depot in Yucca Valley and dropped the car off. He followed us in and told **** the service guy, who he knew by name, that he was sure it was the starter. Without even checking the car, the service guy gave a quote of $778.11 to replace the starter and that the car would be ready the next day. We were shocked at the price but what could we do, we were stuck. A few hours later, while we were trying to deal with all this at the hotel we got a call from **** saying that he was so sorry but a part came in and it was the wrong part. He said the right starter was $ 1449.00 and $1750.00 total with installation, and would take 2 days to come in. He said it was a very expensive special part What could we do? We felt we were being ripped off, but had to say yes as we were stuck without our car and helpless in this desert city. So 2 days go by with no word, so we called **** and he said the part was going to take another day to come. A few days later the car wouldn’t start, again. Same symptoms, the car started right away with a jump. I drove to Pep boys and had them replace the battery and car is now running great. Pep Boys said it was always the battery and never the starter, I asked the Pep boys parts department how much they charged for a starter on my 2020 rogue sport and she said it was $ 200! What can I say, horrible!! I paid all that money, stayed in a hotel for 3 nights when all I needed was a new battery for $290.00 total. I really feel we were targeted because being seniors, we were easy prey, and wouldn’t know any better.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On May 7th at 10am I took my truck to the foothill American Tire Depot that I (and most my family as I’ve referred them to here) have gone many times over many years. On this particular day I went in to have my tires rotated. At approximately 1-2pm they called and told me that my truck was ready. I went and picked up the truck and drive it home. Around a turn about 3/4 of the way home the driver rear wheel came off as I was driving 50mph around a turn. The truck dropped down, landed on the tire (which is what caused most of the body damage) and then fell to the ground and slide almost 180 degrees. I was able to steer it straight and pull off to the side before grinding to a halt. All the lug nuts were gone, but not a single broken stud. They didn’t torque the lug nuts, so they vibrated off. I called the store and they sent people down. Instead of sending a tow truck they just put the wheel/tire (which had flown down the street at 60mph and hit a fence and parked car back on my truck) and then drove it back to the foothill location. This potentially may have been the reason I have multiple squeak, rattles and ticks that are new since the accident. If I hadn’t of been so freaked out I probably would have noticed that those actions alone were red flags. Who was to say it was in a drivable, or safe state to do so? After it was returned to the foothill location I was picked up and they set up a rental that I then had to spend 2+ hours picking up the next day, Mother’s Day. After that they replaced the damaged drum and axle, changed the differential fluid and replaced the tire. I was not told who did the work, or given a choice as to who/where did the work. They then sent it to an again unknown body shop as I was not kept in the loop, nor gave any approval as to who was going to do the work.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about 5/20/2024 the **** ******** Blvd in Long Beach location store #1145 abused the use of my vehicle. I requested and paid for a wheels alignment package that took 5 hours to complete. I was there from 10 am to 3 pm. This location and the desk staff were the ones that had to “test drive” the car 13 miles and attempt 2 separate “express realignment” even though their software or equipment was not fully functioning, which after discussion they admitted to, and they gave me no relevant paperwork afterwards. The staff at the #1145 took my car keys, drove my car multiples times, left the car on the alignment lift for an hour without work being done on it and drove the car multiple times again without explanation. In the end the alignment was off and I had to visit another American Tire Depot location to get the job done right. The 3rd picture I uploaded is from the other location that did the job right the first time and in about an hours time without the need to lie and abuse the use of my vehicle. Ultimately, I bought an alignment package for my vehicle for future use from ATD Long Beach on Lakewood #1145 location. My car was scheduled for an “alignment check” and I bought the package before the check was done. The results from the “alignment check” were inaccurate because the machine or software they were using that day was malfunctioning and the alignment values couldn’t be adjusted. If that’s case why lie to me and present me with a false alignment report and drive my car 13 miles that resulted with bigger alignment issues after Long Beach #1145 locations “adjustments”? Why did it take another locations honesty and ethical work practice to get a simple alignment job done perfectly? I’ve contacted Ro Verma with no feedback or results. R/S **** ** ***** USMC Veteran

  Business response

  06/18/2024

  
  To all parties involved,

   

  Our customer was contacted this morning via email and will be reimbursed the full amount paid. We are in contact with the customer regarding the test drive mentioned, and are actively investigating the incident.

   

  Questions regarding this can be directed to:

  ro.verma.atd@bigbrandtire.com (District Manager)

  henry@bigbrandtire.com (CX Manager)

  Customer response

  06/27/2024

  
  Complaint: 21865216
  
  I am rejecting this response because:

  The manager reach out to me and said they would refund the price and the staff issues were address. I haven’t received the refund and I’m not sure anything was done with the staff.

  R/S

  
  
  Regards,
  
  Alex Reyes
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

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