ComplaintsforHeartland Tire New Ulm

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2018 I bought new tires from Heartland tire in ******* **. They had a warranty of ****** miles, after about ****** miles the tires were shot. the cost of tires was 819 dollars. In 2020 they put 4 new tires on under warranty for228 dollars., same warranty of ****** miles. ***** cost came to ****. After about ****** miles those tires were shot, it is just a case of bad tires. They now refuse to stand by thier warranty. I feel that I should get new tires of a different brand that last for the life time of the warranty. Two sets of tires that both have a warranty of ****** miles and I got only ****** miles out of both sets. Thank You

  Business response

  11/30/2023

  When the customer brought his tire issue to us, he explained the issue he was having and I was understanding of the problem he was having with it. The customer provided the necessary information for me to review the records of the original purchase in **************************************** 2020. I explained to the customer that I would have no problem trying to gain information about warranty again for his tires, but there is process I have to follow. I further explained to him that in order for us to be able to get a warranty credit for these tires, I have to be able to send them in for assessment and to do that there would have to be a purchase of different ***********. After that is done and I have the loose tires, I can send them in for warranty assessment along with all paperwork pertaining to the issue. It was at this time that the customer became confrontational about the situation. At no point was there mention of refusing to stand by the warranty, but rather that there is a process that is to be followed in order to properly attain a warranty credit for the product. The customer was no longer wanting to listen to me and stated he would be in contact with the Better Business Bureau on the matter followed by a comment of legal action before leaving the building. 

  Customer response

  12/01/2023

   I am rejecting this response because:
  
  Hello, I am rejecting this response because the last time I had issues with tires from heartland tire all I had to do was pay a little over 200. dollars for a different set. Why in the world would I pay another ****. dollars not knowing before hand what the adjustment would be on the other tires. They did'nt have to do it that way the lastime, what is different now? They did not say outright that they were not standing by the warranty, but if you are only getting ***************************************************************** to buy more tires at full price I think that is not standing by there product. Why even have a warranty of ***** miles? ** they would give me another set for maybe a little under half price I would be satisfied, a different brand of course. I still would have alot of money tied ** in tires
  

  Business response

  12/06/2023

  I would certainly like to work with the customer about coming to an agreement that is beneficial for both parties. I can't speak for how the warranty process was done in that past, as I wasn't employed here at that time, but processes do change over time and in my experience has made it in some cases a more difficult process for the end user. If it works for the customer, I ask that he stop by our shop so that we can discuss the possible options available. I would like to come to an agreement on a different brand of tires and work out a price point that we can both agree on. I am willing to try the warranty process for his tires old tires still at our current process of doing that, and work with pricing on purchase of a different brand of tire. If the customer is ok with this idea, he can get in touch with myself, ****, at the shop or I can reach out to them to set up a time to sit and discuss what our best option can be. Thank you.

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