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MY ORIGINAL COMPLAINT :

A: I received a "new" set of almost five year old tires that have all separated with more than 50% tread left on them.

B: 22" Custom wheels damaged

ISSUE A: I purchased 4 new tires from the Waco, TX National Tire and Battery store, under phone number 254-716-2500. We then moved to Florida where ONE of the tires separated and was replaced by the Palm Bay, Fl Tire Kingdom store on HWY 192. We then had TWO more tires begin to separate and took the car into have the tires checked before a long road trip. Mike, the manager of the Palm Bay, Fl Tire Kindgom store on Malabar Rd refused to agree that the tires were separating, even though the vehicle had a significant low-speed wobble and high-speed vibration. His solution was to keep rotating the tires around to different positions until the vibration and wobble would go away, unsuccessfully. We proceeded to drive the vehicle on a 2800 mile road trip, during which, we experienced a constant vibration that worsened throughout the trip. Upon returning to Palm Bay, FL we took the vehicle to the Palm Bay Tire Kingdom store on Hwy 192, where Manager Jose informed us that we had TWO tires separating, but would only one be covered by the pro-rated road hazard warranty because there were nails in the sidewall of both tires (the nails were never shown to me). We paid the pro-rated value for two new tires, as we had not choice, the tires were separating and leaking air, they could not be driven over 40 MPH. We now have ONE tire beginning to separate. The vehicle once again has a low-speed wobble and a high-speed vibration. The Hwy 192 store said the tire is fine, but by this time and with these tires, I KNOW what the beginnings of a tire separation feel like. With this being the FOURTH and last of the original tires purchased at the Waco store, we have now had all FOUR of the nearly-five-year-old-tires fail with 50% of tread left on them. Just to be clear.. we have had to pay to replace these tires that have 50% of tread left on them due to them separating.

ISSUE B: When the tires were purchased and installed at the Waco, TX store, the wrong tire machine was used on the wheel. This improper installation inflicted damage to the chrome plating on the inside of the wheel bead. This lead to chronic air leakage, leaving us no choice but to put air in our tire every 3 days for almost two years now. During one of the latest repairs at the store on Hwy 192 another one of the wheels was damaged, but this time the chrome plating was chipped off so badly that the is now chipped 3-4 inch piece off of the outside of the wheel bead. This tire now needs air daily. Inevitably, the new tire that is installed on this wheel will be damaged as it often is driven with inadequate tire pressure.

Overall, we are significantly disappointed with the initial tire purchase. Unbeknownst to us, we were sold tires that were nearly 5 years old. When this was discovered during the first visit to the HWY 192 store, I called the Manager of the Waco store, David, that sold us the tires. He stated that those tires should have never been put on that car and if he would have known hold old they were, he would not have sold them to us.

When visiting the Malabar Rd store in Palm Bay, FL I was told that we had not rotated the tires properly. But really it is the stores that do not rotate the tires properly. When tires are cross-rotated, as NTB and Tire Kingdom do, this reverses the rotation of the belts inside the tire, causing them to separate, which in turn, causes the customer to buy new tires. I, personally, am the son of a 3rd generation mechanic. I was mounting and balancing white-walls when I was 10 years old and doing alignments when I was 12. I did not appreciate the run-around excuses that I received from NTB when I presented problems that would later be confirmed. It was only after the tires had been physically damaged by nails that NTB/Tire Kingdom would acknowledge that the tires were separating. NTB and Tire Kingdom are sister stores, owned by the same Corporation.

RECEIVE BUSINESS RESPONSE : Our company has attempted to resolve this matter with the customer. Tire Kingdom's Area Directors, Ken Arnold and Jon Ditchman, contacted Mr. Rogers. Mr. Arnold left several voice mails for Mr. Rogers without a response to date. Mr. Rogers' tires have not been rotated in 45,000 miles and the customer does not have any documentation that shows any history of tire rotation. The tires only last approximately 20,000 miles and the customer has double the mileage on the tires without any rotation. The lack of rotation and excessive mileage on the tires are causing the current issues with wear and separation. The tires have no mileage warranty and the store offered a proration on his tires which is equivalent to 50% off a set of four tires as customer goodwill. Based on the mileage and the lack of rotation, Mr. Rogers is not eligible for free replacement on his tires. Area Director, Jon Ditchman, also contacted Mr. Rogers and explained that the store installed Mr. Rogers tires back in 2009 and if the wheels were scratched at that time, he would have noticed the scratches immediately after having his tires installed. The wheels are not chrome wheels that are sold by the store and they were already on his vehicle when he brought it into the store. Mr. Ditchman explained that chrome naturally peels over time due to oxidation. It is a common occurrence with chrome wheels. Mr. Ditchman is not extending an offer of restitution to the customer based on the fact that the store is not liable for wheels they did not sell to Mr. Rogers. Tire Kingdom strives for exceptional customer service and takes customer feedback very seriously. If he remains unsatisfied with our attempts to handle the situation, kindly have him contact our Area Director, Ken Arnold, directly @ 561-714-9766 or Area Director, Jon Ditchman, directly at 832-452-1090 to discuss any remaining concerns. We look forward to helping Mr. Brad Rogers in the future with all of his automotive needs and will do our best to give him the exceptional customer service we focus on everyday. Thank you for your assistance with this case.

MY RESPONSE:

02/08/2011 WEB BBB BBB REVIEWS CONSUMER REBUTTAL TO BUSINESS RESPONSE : (The consumer indicated he/she DID NOT accept the response from the business.)

Please see excerpts from the Company's response accompanied by my responses below:

1. "Tire Kingdom's Area Directors, Ken Arnold and Jon Ditchman, contacted Mr. Rogers. Mr. Arnold left several voice mails for Mr. Rogers without a response to date."

- No phone call, no voice mail received. Phone numbers are: 254-339-3737 and 254-176-2500 Reachable 6:00 PM - 9:00 PM EST

2. "Mr. Rogers' tires have not been rotated in 45,000 miles and the customer does not have any documentation that shows any history of tire rotation."

- This is either a blatant falsehood in an attempt to defraud and/or the mileage records are incorrect in the company's database. If there has been tampering of the mileages in the company's system, this will get very legal.

3. "The tires only last approximately 20,000 miles and the customer has double the mileage on the tires without any rotation"

- Again, false. We have not doubled the mileage and there were 3 rotations. Tire life is based on tread. All tires had more then 50% tread left when replaced.

4. The lack of rotation and excessive mileage on the tires are causing the current issues with wear and separation"

- Improper rotation methods and old tires were the cause of the first separations of the tires, very early in the tires' lives on the vehicle.

5. "The tires have no mileage warranty and the store offered a proration on his tires which is equivalent to 50% off a set of four tires as customer goodwill"

- This is false. No such offer was ever extended to me by any store, employee of a store or any representative of Tire Kingdom or NTB. In fact, 2 stores refused to replace two of the separating tires at proration, telling me that they were not separating (See original complaint). Only after "nails" were in the sidewalls, would the store then prorate new tires for us. (We were never shown the nails, the tires were/are leaking because of the damaged wheels)

6. "Based on the mileage and the lack of rotation, Mr. Rogers is not eligible for free replacement on his tires..."

- Based on the fact that company-reported mileage and rotation history are incorrect and can be proven by the original tickets/receipts received, I gather that I am eligible.

7. "...Area Director, Jon Ditchman, also contacted Mr. Rogers and explained..."

- What is the date and time of this conversation? I, Mr. Brad Rogers, have had no contact and/or conversation with Mr. Jon Ditchman. It is very concerning that a nonexistent conversation has been reported, herein. I must request to deal with professionals that do not and will not report falsehoods.

8. "...that the store installed Mr. Rogers tires back in 2009 and if the wheels were scratched at that time, he would have noticed the scratches immediately after having his tires installed. The wheels are not chrome wheels that are sold by the store and they were already on his vehicle when he brought it into the store."

- The wheels were all sufficiently holding air before the installation of the supposed-new tires. It was the day after the installation when we took the vehicle back and reported that one of the tires was not holding air. It was then that the sales representative informed us the the tire machine had chipped chrome plating from the inside bead of the tire, preventing the tire from making a complete seal to the bead. During the last visit, the damage was then extended from the inside of the wheel to the outside of the wheel.

9. "Mr. Ditchman explained that chrome naturally peels over time due to oxidation. It is a common occurrence with chrome wheels."

- Again, no such explanation was received from Mr. Ditchman. However, these wheels were brand new and there was/is no oxidation on the wheels. The only place that the chrome is chipping away is where the tire machine "rides" the wheel between the rim and the tire to separate the wheel from the tire. This is not a coincidence.

10. "Mr. Ditchman is not extending an offer of restitution to the customer based on the fact that the store is not liable for wheels they did not sell to Mr. Rogers."

- Based on this statement, any customer that buy tires from Tire Kingdom, but does not buy their wheels at Tire Kingdom, does business with Tire Kingdom at their-own-risk? Well noted. I will help spread the word.

11. "Tire Kingdom strives for exceptional customer service and takes customer feedback very seriously."

- Based on the this response received from the company, it seems that the company has already decided to free themselves of all liable and obligation to provide quality Customer Service. Furthermore, the company seems to have already solved all concerns and explained it all to the customer without having ever made any actual contact or having any actual conversation with said customer. I seriously recommended that my original complaint be reviewed in its entirety. Ensure that it is completely understood and thoroughly and accurately researched.

12. "If he remains unsatisfied with our attempts to handle the situation, kindly have him contact our Area Director, Ken Arnold, directly @ 561-714-9766 or Area Director, Jon Ditchman, directly at 832-452-1090 to discuss any remaining concerns."

- Obviously, I remain very unsatisfied with the company's attempts to handle this situation. Based on the inconsistencies reported in the company's response, I have chosen to document my response via the BBB channel. I will be looking forward to receiving some ACTUAL contact and ACTUAL conversations with professional representatives Tire Kingdom, however, I will be expecting more than faultless comments. I will be expecting a professional explanation as to: why I have had so much trouble getting faulty tires replaced; why my family had to drive 2500 miles on vibrating, separating tires; why the company's mileage records have changed; why do the company's records not show my rotations; why it is reported to the BBB that conversations have been held when they have not; why a tire machine removing the chrome from my wheel is my fault and not the tire machine operator's fault; and based on the company's response of false reports, why should I even continue to have the convoluted expectations of a satisfactory outcome of this and not simply file a law suit.

13. "We look forward to helping Mr. Brad Rogers in the future with all of his automotive needs and will do our best to give him the exceptional customer service we focus on everyday."

- Don't count on it. I have purchased tires for all of my company and personal vehicles at NTB for the last 12 years under phone numbers: 254-379-1852, 254-662-2767, 254-776-2104, 254-339-3737, and 254-744-8392; I am appalled at the blatant attempt to defraud and misrepresent the situation to the BBB and to myself. Absolutely disappointed.

Presumed-Disillusioned Customer number XXXXXXXXXXXXX,

Review about: Tire Kingdom Tire Balancing.

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Anonymous
#251084

Mr. Rogers is an ***. What kind of white trash inbred rolls on 22's and expects to get more than 22,000 miles on the tire.

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