ComplaintsforBadger State Used Tires LLC

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Called business for cost of 2 235/65/17 tires. $150 pair 7/11/24.7/15/24 stopped in for install. Advised to buy 4 due to uneven wear. Associate said he had a set like new would be $50 more ($350 vs $300) I would need to prepay to "hold" the set. Said I'd need to set up alignment, gave me recommendation, I set up service 7/22/24. 7/20/24 they installed 4 tires around noon. Later that day I noticed a flat tire and that I did not have a st of 4 but 2 pair of different manufacturers. Tried calling business after hours with no voicemail and no email listed on website (later told email was on receipt)Left a review of my experience and called bank to dispute charge. Monday 7/22/24 reached associate at business and asked "what can you do to make this right"? Said he'd check with owner but owner wasn't happy about my review. When he called back Said they'd come change tire. By noon another associate had a different tire on car. Told me there was a set of 4 at a different location I could have installed, that they weren't the size I requested but that "they'd work"Again made clear "boss was not happy about review or me contacting my bank.I chose to go to Tires Plus, not trusting Badger at this point, and had install and alignment that day. 7/22/24.Emails exchanged between myself and owner, ************************* included a refund minus a 15% restock fee, if I continued with bank dispute he would contact police for theft of tires and refer to ******** D.A..I said I'd return tires next morning for a full refund since they didn't install the tires I prepaid for.The next morning 7/24/24 the owner advised me to sell the tires as they would no longer do business with me and not to contact them again.They did not provide a set of 4 tires but charged me more money anyway. Said if I hadn't have gotten a flat that this conversation wouldn't be happening.Then threatened police interaction and refused to "make it right"I am stressed, I have tires in my car and am out 400

  Business response

  07/24/2024

  ****************************** - most everything you explain here, sounds about right, but several critical components, ultimately led to our company policy being enforced.

  When you were in on the 11th, you and staff met and picked out the tires you paid for, then had installed on the 15th. Every customer does this with us, there is nothing hidden from anyone. You can and did even watch them get installed on your vehicle. You have used the term 'bait and switch' previously, not sure why you left it out in this report? 
  

  Anyways - upon installation, per policy, staff dunk tested the set of four, yes, two pairs of tires, and sent you on your way. The tire went flat at 5PM, which is AFTER HOURS on a Saturday. Why did the business not answering the phone and no email address on a website, upset you? Does a business have to answer the phone after hours? Website? Businesses that are closed, don't typically answer the phone.

  We immediately responded to your brash ****** review as you then indicated you were going to put a stop pay on the credit card transaction. You did not respond to that until Monday around lunchtime, but at the same time, staff had taken your brash phone call. You had to be told on the phone that if there was not a respectable conversation, we would not continue the call; fortunately the call continued. We understand you were upset, but there was ZERO ******* issued by you in this matter. We sent staff to YOUR house and found a nail in the tire and promptly FIXED it for FREE! We did not replace the tire, it was safely and by industry standards, "repaired." Shortly after this, you demanded the business pay for your rotation and potentially a free oil change?? Really?! A video check of your installation CLEARLY showed we did our job and we brought you the nail that was in the tire. This exact thing has happened to customers after purchasing BRAND new **********************!!  Yes, boss was unhappy to see a customer unnecessarily trash a well established business and its staff, for doing their job, correctly! 

  Per policy, the situation with your tire was not our fault and you were sold a great set of used tires! For a refund, we have a 15% restocking fee under these circumstances. Should you have taken a responsible route in this matter, without threats of this and demands of that, this would have been done and overwith. Businesses likewise, do not have to take this kind of verbal abuse and treatment. We work tirelessly with customers, since 1988, not by luck, and we won't be pushed around like you have been trying to. The last straw here was another threatening email about having the refund ready, or else. From there, you were told we were no longer interested in dealing with you, as we are unsure on whether these tires will now have been vandalized as a result of the various conversations. Should you cancel the credit card transaction, we most certainly will consult with the criminal system. You cannot purchase something, be unhappy, and then just cancel it. This is not a form of fraud and has been clearly established as a legitimate sale. We wish you the best of luck and hope you get the help you need, to better understand our position. You do currently have around $370 with tax in used tires, that you can certainly return, less the 15% restocking fee, but you are not interested.

  In closing, we will continue to serve all walks of life, respectfully and fairly, as we have done since 1988. Best of luck to you.

   

  Customer response

  07/25/2024

  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.
  
  [Please type your response here.] He does not have any camera footage of me being shown any set or pair of tires. I was quickly ushered into "office" to pay for "a set of like new" tires. Prepay in fact to "hold" them until install. 

  So that is a lie.  When I had a conversation with an employee on the phone, being assertive can be called brash but there was no disrespect or demands. They offered to change the flat tire at my residence. I was concerned with the tires not being the ones I paid for and asked what they would do to make it right.

  Another employee directed me to their Eastside location to have a set of tires installed that were a different size but "would work"

  At that point I went to Tires Plus to have tires installed and alignment, I had an oil change at the same time. I did jokingly say they could cover that cost! It's all stated in emails. 

  I also informed employee on phone in the earlier mentioned call that I had contacted my bank, it wasn't a threat is was honest information. I said I could cancel dispute.

  I'm asking for a full refund because they did not and could not install a set, which is 4 same tires, at an additional cost. I had no complaints about the quality of tires just that they were not what I was told I was getting. 

  You can see in the emails how he threatened police intervention and then refused to solve this by telling me no more contact. 

  In addition he is saying he hopes I get the help I need insinuating I have head problems. I don't think he can say that to a disabled person? I have email available of that also.

  At this point he is bullying, threatening and trying to intimidate me in accepting less than what I am entitled to.

  Simply? They didn't install the tires they sold me. I will settle for a full refund and return tires. He's fighting too hard and I don't know why.

  I am not slandering his business. His technique? I have words for that I'll keep to myself. 

  Ive been gracious and calm through all of this. They would have hung up on me the first call and never came to change flat tire and then offer to install a completely different set. That says they didn't do right in the first place. 

  Make it right **** and let's get this over with.

   

  
  Regards,
  
  ***************************

  Customer response

  07/25/2024

  [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 ********, and find that this resolution is satisfactory to me. 
  
  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. ↩