ComplaintsforSuperior Tire of Southeastern Louisiana Inc

• Initial Complaint

  09/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I used Superior Tire a couple of years ago to have some tires mounted on a set of wheels and everything came out perfect, zero issues. Since then, *** sent anybody whos asked about having tires mounted over to Superior as Id expect their experience to be the same. I recently purchased my second set of wheels ever so I decided to take them to Superior to have tires mounted on them, as my experience before was superb. When I went Friday of last week, the machine was down, so I had to wind up waiting until Wednesday morning when I got off of work. After working a brutal 12 hour shift, I got home, loaded the wheels and tires up, and brought them to Superior to have them mounted around 7AM. While the service tech was mounting them, I did what I could to help to make things easier for him. Everything seemed to go well, they balanced them, I carefully loaded them back into the **** gave them a quick once over, paid, and I was on my way back to Slidell. Upon washing the mounting compound off of one of the wheels/tires later that day, I discovered that it had been ****ed. I immediately gave them a call when I noticed as I figured they would make things right. Almost immediately, I was met with a condescending tone, arrogance, and a total lack of empathy. ******* essentially said, Tough luck, I deal with this lie all the time, wont do anything for you. Even though I was extremely upset about the situation, I was respectful, calm, and collected. Had I been met with this same respect and understanding, I probably wouldnt have even pursued this any further. Instead I was basically told that it was more likely that I was just lying and that I dropped the wheel or in some other manner damaged it, than it was that their machine or service tech caused the damage. Im a reasonable guy, but its the principle of the matter. Ive got no reason to lie about a **** on a wheel.. If youre gonna be that arrogant about your service, at least stand behind it and make things right ..

  

  Business response

  10/31/2024

    I am writing this letter in reference to a recent charge back on my account. Invoice #************/28/20204 for a four tire installation. Mr. ****** was allowed permission per manager approval to watch in the shop as we mounted and balanced his tires. After the work was complete the customer was satisfied with the work that was performed, loaded the tires into his vehicle himself, then paid his bill. Three hours later, Mr. ***** called and said the we had damaged one of his wheels, and asked us what we were going to do about it. Superior Tire informed Mr. ***** that after he left, Superior Tire was no longer liable for his wheels. Superior Tire cannot be responsible for his wheels after he has left the premises. Our tire installation machine does record the installation process, which we viewed footage and saw no damage. We offered Mr. ***** to come look at the footage which he refused. Unfortunately the footage is erased after a 24 hour period, as the hard drive does not have much space. Which we feel could have resolved this matter for Mr. ****** We would appreciate this charge back being refused in our favor.
  
                                                                                                                                                                                              ******* *****
  
                                                                                                                                                                                              Assistant Manager Superior Tire of SELA

• Initial Complaint

  04/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I asked for a a wheel alignment. They evaluated the alignment and told me it had one component off. That it could not be done without a $150 upgrade The master mechanic advised me not to do it as the component was only off by .1% and if it were his truck he wouldn’t do it. They offer a free alignment evaluation but did not off that to me. They told me the toe had to be adjusted but the evaluation said it did not. In effect I spent &159+ on nothing because what needed to be done I chose not to do as per the advise of the master mechanic.

  

  Business response

  04/26/2023

  To whom it may concern,

  My name is Brian ******* I serve as the company's service manager. I am writing in response to the complaint you have received from one of our customers ******** ******* Obviously this is a very unfortunate situation, and we absolutely do not favor any customers of ours to feel unappreciated, taken advantage of or otherwise. In this particular situation I believe there was a misunderstanding more than anything else. To begin, our facility does not offer a free alignment evaluation as stated by the customer in this report. The customer visited our facility on 4/24/23 at approximately 11:00am, at which time she asked if we could perform an alignment service on her 2017 Nissan Frontier. We agreed to perform  said service for the agreed upon amount of $139.95 plus tax. After positioning vehicle on our alignment rack and obtaining specifications for this vehicle we found that the camber specification on the left front side was 1/10th of a  degree out of factory specification. We also found that the toe specifications could be adjusted a bit more (6/10ths of a degree) on the left front side to improve with tire wear. At this time I personally spoke with the customer informing her that the only way to bring the left front camber adjustment into specification perfectly would be to install a camber bolt on that side. This service would cost an additional $120.00 (not 150 as stated by customer) however I advised customer that being as camber was only out of specification by .01 degree, it would not have an impact on alignment nor wear tires prematurely. I proceeded to explain to our customer that we could adjust the toe in to improve tire wear and we recommended doing so. At this time our customer seemed to understand exactly what was explained and agreed to have us adjust the toe setting. We performed the services agreed upon, customer paid her invoice without hesitation and then departed seemingly satisfied. In closing, it is disheartening to view a report in which one of our customers did not feel as though they received the proper service that they paid for, especially when we spoke extensively about the repairs being performed and felt our customer was satisfied. If anything, I feel taking advantage would've been informing this customer that she needed the additional camber bolt, costing additional money when it really was not necessary. Had we found alignment was perfect and could not be improved any further, we would have charged the customer for an alignment evaluation only ($57.50). 

   

                                                                                                                                                                                                                                                                                                                         Sincerely,

                                                                                                                                                                                                                                                                                                                     BRIAN F*****

  Customer response

  04/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19983585, and find that this resolution is satisfactory to me.  I have decided to drop the complaint. 
  
  Regards,
  ******** ******

*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. ↩