ComplaintsforTown Fair Tire Centers, Inc.

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  November 1, 2024 I went in to do a wheel alignment around 5 o’clock $129 Left the car with them Came back they gave me the keys but before I can even put the keys in the ignition it crumbled in my hand 2 workers tried to fix it outside before they just left leaving me and my friend Kevin (witness) to everything, to fix it I couldn’t but was able to make it home but can’t drive the car now to work Called 9:20 am on November 2, 2024 they didn’t resolve the situation I need a refund or money to replace the key and the key fab

  

  Business response

  11/08/2024

  To Whom It May concern;

  We sincerely apologize fo rthe issuer *** **** had with his key. This is the first the first this office is hearing of this issue. After speaking with tehs tore they stated the key was in bad condition to start off. However the manager at the store reached out *** **** and left a message. He is waiting to hear back so he could try to help him. At this point we will gladly refund *** **** for the invoice from us to cover the key. Please have *** **** contact me at ###-###-#### to arrange the refund.

  Sincerely,

  Rich A**** 

  Town Fair Tire

   

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I spent 3 and a half hours to get 2 back tires and an alignment. I waited an hour and a half for my car to go in, then 2 hours for a half hour job. The staff pulled the worker on my car when all that was left was a n alignment to work on another car. Seems like a bad customer service decision. Will never go back there again.

  Customer response

  10/25/2024

  I find it interesting that you are asked to pay BEFORE your service is done. Harder to leave when you've waited an hour and a half for service but you've already paid. 

  Customer response

  10/26/2024

  One day after getting new tires, my tire light came on while I was on the freeway. Both of the new tires had about half as much air as required. Now I have to make time to deal with this. Now I want a partial refund for all this. Workmanship very very bad. 

  

  Business response

  11/08/2024

  To Whom It May Concern;
  

  We sincerely apologize for the extended wait *** ***** had at the store. This is the first this office is hearing of her issue. With an appointment the vehicle should be done in 90 minutes to 2 hours. Any delay should have bee brought to her attention. As for the technician, the tires techs only do tire work and the alignment tech does the alignments. So with a service such as hers there would be 2 spearate techs that worked the vehicle in 2 separate bays. We will be sure to address the wait time with the store. As a courtesy for the inconvenience we will send *** ***** a $100.00 refund. We will use the address provided to the BBB.

   

  Sincerely,

  Rich A****

  Town Fair Tire

  Customer response

  11/08/2024

  
  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.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dropped off my van@ *** *** ******* **** **** ********* ** ***** at 2:00pm Saturday 10/19/2024 to replace damaged tire and do tire rotation. When picked up the vehicle at 4:50pm started the vehicle noticed engine noise as I am driving off the lot noticed check engine light and service light came on and vehicle stopped moving stepped out looked underneath the vehicle noticed the had lifted the van from the oil pan damaging the engine. Vehicle was left at the town fair tire at *** *** ******* **** **** ********* ** ***** I need the corporate office to contact me to get the van repaired ******************* *** *** ****

  

  Business response

  10/31/2024

  To Whom It May Concern; 

  We sincerely apologize for the inconvenience Mr. **** experienced with the store and his vehicle. We have been in contact with Mr. **** and have since taken care of the repairs to his van.

  Sincerely,

  Rich A****

  Town Fair Tire

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/2/24, Town Fair Tire Centers of ********** replaced my vehicle's rear driver's side tire. The manager Kevin had ordered the tire on 10/1/24 because it was not in stock and made an appointment for me to come in on 10/2/24 for the tire replacement. My son retrieved the vehicle while I was away on business. Upon my return, I inspected the tire only to find that one of the five OEM lugnuts on my customized special-edition ****** rims was missing and misplaced with a generic bolt and screw. I immediately called the store on 10/2 and spoke with Angel and Kevin, both men advised me to drive my car to the store so they could inspect it. When I arrived at the store on 10/3/24, Kevin told me it wasn't a big deal and that he would order me a replacement part since it "likely fell off or was misplaced by the technician Angel". I repeatedly called the store on 10/4, 10/7, 10/8, and 10/9 to speak with the tech Angel and Kevin the manager but I only got the run around from these men I was told they'd be in touch. I did not authorize them to use a generic part and I want them to locate and replace the lugnut with the OEM part as promised (or reimburse me for the purchase of a new one).

  

  Business response

  10/31/2024

  To Whom It May Concerm,

  We sincerely apologize for the issue ********* had with the lug nut and the store. This is the first this office is hearing of this issue. Looking at the picture the lug nut is a 2 piece lug nut with a faux chrome cap. It is fairly common for them to come off when removing or tightening the lugs. This is a known issue with this type of lug nut. However the store should have brought the issue to *** ******** attention. We have addressed this with the store. The store does have a lug nut on order from the dealer and it should be in soon. The store will be in touch when with ********* when it comes in. If ********* has any further questions or concerns I can be reached at ###-###-####.

  Sicnerely,

  Rich A****

  Town Fair Tire

  Customer response

  11/02/2024

  
  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my 2017 ***** ***** ****t to the Town Fair Tire on ******** *** ******** ** today September 21st for 4 new tires. Upon picking the vehicle up I noticed the caps for the wheel locks on all 4 tires were missing. Brandon your employee who was checking me out was extremely rude and unprofessional when I asked him about the missing caps. He tried to tell me they were never on the vehicle when I brought it in, he is a true liar. Every cap was on those tires before I brought my vehicle to your establishment because I cleaned the wheels just the evening before. Who ever changed my tires, either lost them, stole them or worse threw them away. You will be responsible for this cost once they are purchased. After leaving your established my tire pressure light came on, tire pressures were all over the place. Stopped at a gas station and even after putting the correct Air in the tires the passenger rear tire stayed low. Upon checking with **** ***** they stated this sounds like damage to that tires TPMS monitoring system, I will now need to bring my vehicle in for service to repair this and you will be responsible for the charge. I will also have them check if my vechicle was aligned because he does not feel like it was. What kind of business are you running when your employees keep damaging cars and losing parts. I have read a lot of these reviews on BBB and I would have never brought my car to your establishment had I read prior.

  

  Business response

  10/14/2024

  To Whom It May concern;

  We sincerely apologize for the issue ************ is having with the service and her vehicle. This is the first this office is hearing of her issue. We will gladly cover the missing caps in question. We will also gladly cover a diagnosis regardless of findings at the dealer to see what is going on with the vehicle. We will cover any repairs for any issues that were caused be by us. Please have ************ contact me at ###-###-#### to make arrangements with the delaer for payment.

   

  Sincerely,

  Rich A**** 

  Town Fair Tire

  Customer response

  10/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:
    I was contacted by the manager of the location and he informed me that Brandon was fired and that he would offer a compensation of free installation.  I have yet to receive this and have to reject this claim until you can confirm this.
  Sincerely,
  
  ******** *********

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had new tires installed on my truck at Town Fair Tire, located in ********** ****** After they were done installing the tires, they informed me that they could not reset the TPMS sensors and told me to go to the *** dealership to have them reset the sensors. I did as they instructed me to and paid the dealership $85 to perform the work. While driving the truck with the new tires, I noticed that there was a new vibration coming from the front end. I went back to Town Fair Tire and told them about the vibration and the cost to reset the TPMS sensors. They informed me that they would get a new set of tires in and replace all four again. They replaced the four tires and, again, could not reset the TPMS sensors. They told me to go back to the dealership and have them do it again. While driving the truck, I noticed that there is still a vibration. I went back to Town Fair Tire and they are not willing to do anything else and will not pay for the cost of resetting the TPMS sensors, which is included in their service when installing new tires. I want Town Fair Tire to fix the vibration issue and pay me for the cost of having the *** dealership reset the TPMS sensors. I believe I am being fair in my request and do not expect any more than what is rightfully due to me.

  

  Business response

  09/10/2024

  To Whom It May Concern;

  We sincerely apologize for the issues *** *** is having with his vehicle. This is the first this office is hearing of his issue. We will gladly cover the TPMS reset(s). As for the vibration we can check out the vehicel in another store for him. However there may be another underlying issue since the vehicle is vibrating after the second set of tires. Please have *** *** contact me at ###-###-#### to arrange the reimbursement and the rechecking of the balancing.

  Sincerely,

  Rich A****

  Town Fair Tire

  Customer response

  09/10/2024

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

   

  I called *** ***** today as he requested.  I was not entirely pleased with how the conversation went.  *** ***** accused me of talking aggressively to him.  I explained to him that my voice may appear to be elevated because I have a hearing impairment and I am not aware if I am speaking loudly to others.

  I will accept the offer from Town Fair Tire to be reimbursed for the expense I incurred to have my local *** dealership reset the TPMS on my vehicle following the installation of the new tires.

  I do not accept the offer for Town Fair Tire to check the balance of the tires at another one of their stores.  I want to take my vehicle to another dealer/tire shop of my choice and have the balance checked.  I expect that Town Fair Tire will reimburse me for all expenses incurred to have this done.

  I would also like to point out that *** ***** communicated to me that the tires they (Town Fair tire) recently installed are not under any type of warranty now or in the future.  I would like to go on record that I do not accept this response and expect the tires to be under full warranty.  The state of Maine has an implied warranty law to protect consumers like me.

  I appreciate the support of the BBB and look forward to fair resolution of this ongoing issue.

   

  Kind regards,

  ***** ***

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

  
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hope this email finds you well. I'm reaching out to address a series of issues I've encountered with the tires I purchased for my ****** *****, detailed on Invoice #********* and Account #**********. As a long-time, loyal customer, I have always trusted your company for my vehicle and tire needs. However, the recent tire purchase for $741.00 has been problematic. resulting in significant issues. Despite multiple visits for repairs and tire replacements, and an additional payment of $100, I have experienced two flat tires while driving, posing a serious safety risk. Additionally, there appears to be a slow leak or defect in the rear driver's side tire, which remains unresolved even after airing it up. These ongoing problems have caused me considerable frustration and inconvenience, including the need to take several days off work for repairs. I am seeking a prompt and satisfactory resolution to these issues to ensure my vehicle is safe and reliable. I trust that you will address these concerns appropriately and appreciate your assistance in resolving them quickly. Best regards,

  

  Business response

  07/17/2024

  To Whom It May concern;

  We sincerely apologize for the issue Ms. ******** is having with her tires. This is the first this office is hearing of her issue. There is very little mileage on the tires still. With that said we will gladly change out the tires for her. However if there are continued issues after this, there is nothing further we can do. The problem will then be a wheel or sensors issue. Please have Ms. ******** contact me at ###-###-#### to arrange the replacement.

  Sincerely,

  Rich A****

  Town Fair Tire

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my car in for service waiting as other customers that came in after me got service and left. Not until I complain did I get service. I would still have been here if I didn't complain.

  Customer response

  06/14/2024

  I want the business and the public to be aware of my complaint.  I would like an answer to my complaint by the business.

  

  Business response

  06/25/2024

  To Whom It May Concern;

  We sincerely apologize for the extended wait Mr. ************ experienced at the store. This is the first this office is hearing of this issue. With an appointmnet the average wait time is 90 minutes to 2 hours. We figure between 30 and 45 minutes for a bay to open. Then we figure about an hour to perform the work depending on the job. This should have been explained when the service was checduled and again when Mr. ************. The associate should have also followed up through out the wait and advised Mr. ************ of any delays. We will be sure to address this with the store. We have reached out to Mr. ************ and left a message. At this point we would like to send Mr. ************ $100.00 for his inconvenience. We will send the refund to the address provided to the BBB. if there is better address please have Mr. ************ contact me at ###-###-####.

  Sincerely,

  Rich A****

  Town Fair Tire

  Customer response

  06/25/2024

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

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a tire rotation on March 9, 2024. I noticed that one of my wheel center caps was missing and a lug nut for one wheel was broken, and not replaced. A staff member told me it would be replaced but it was not. Another a wheel stud on another wheel was snapped off with part of the lug nut still inside. Also, they did not contact me to let me know they left the wheel center cap off my car. I went back on my own to check if it was there, it was.

  

  Business response

  05/14/2024

  To Whom It May Concern;

  We sincerely apologize for the issue Ms. ***** is having with her vehicle. This is the first this office hearing of this issue. It's unclear what happened with teh st uds and caps. However we will gladly take care them. Please have Ms. ***** contact me at ###-###-#### to arrange the repair of the vehicle.

  Sincerely,

  Rich A****

  Town Fair Tire

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Friday May 10th 2024, I had my tires changed over in the ********* ** location. When I called to ask about appointments, and before making the appointment, I specifically asked what the cost would be and if they were able to balance aluminum wheels. I was quoted 92.00 and change. This price is the reason I booked the appointment. My daughter brought my car in on the day of the appointment, and when she picked up my car, she was charged 119.00. That's close to a 30.00 discrepancy, and makes the quote I was given misleading and entrapment. I would like a refund of the difference between the price quoted and the price charged. I have tried to call several times since May 10 and I have been put into voice mail. I have also emailed the company.

  

  Business response

  05/14/2024

  To Whom It May Concern;

  We sincerely apologize for the price discrepancy at the store. Unfortunately the customer contacted the BBB before contacting us regarding this issue. We recieved an email regarding this issue today as well. The customer was written up for a balance and alignment, not just balancing. We will gladly refund the difference that was charged as a courtesy for the confusion. Please have Ms. M******* contact me at ###-###-#### or respnd to my email to arrange the refund.

  Sincerely,

  Rich A****

  Town Fair Tire

  Customer response

  06/21/2024

  This issue was not resolved. Rich sent me an email with different information than what he mentioned in his response to my BBB complaint, offered a refund, asked for the invoice number and my address. I provided him with that information, over a month ago. I never received a refund. I emailed him again a few days ago asking where in the process the refund was at, and I did not receive a response

  Customer response

  06/24/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Date Sent: 6/21/2024 9:04:35 PM
  This issue was not resolved. Rich sent me an email with different information than what he mentioned in his response to my BBB complaint, offered a refund, asked for the invoice number and my address. I provided him with that information, over a month ago. I never received a refund. I emailed him again a few days ago asking where in the process the refund was at, and I did not receive a response
  Sincerely,
  
  ******* ********

  

  Business response

  06/25/2024

  To Whom It May Concern;

  We sincerely apologize that Ms. ******** has not seen her refund yet. The check for the refund of the difference was mailed on 5/24/24 to the address provided by Ms. ******** to the BBB.We have reached out to Ms. ******** to arrange to resend the check. Please have her contact me at ###-###-#### to make arrangements.

  Sincerely,

  Rich A****

  Town Fair Tire

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