Looking for second opinion on recent fountain tire experience

[scottatah]

Hello,

We recently took the girlfriends SUV into fountain tire for new tires. After a lot of research before hand we decided on the Goodyear assurance cs tripletred tires in a 235/55/18 size (stock is 225 but she wanted a tiny bit wider just cause she likes the look).

We new fountain tire carried these so we went in got them ordered. Week later she left her car there for a day got tires put on, paid and left.

When she got home she said the bill says 215 is that bad? So I checked and sure enough they put on 215's instead. When she called today she was told oh the 235's were back ordered and these were cheaper so we've actually done you a favor. She informed them that wasn't cool as that's not what she ordered and the result was that allegedly she'll be receiving a call from a manager.


Now we'll wait the day on hopes of a manager calling but to make the decision of giving a customer a different tire than they ordered without even asking them seems like very poor service to me and definitely not something if let happen to my car. I don't think she'll notice much diff between 225, the 235 she wanted or the 2-5's she got but to me it's more so the principal of it all. My limited understanding so far is that if we want 235s they're back ordered now and would require giving up her car for a day this another day off work. What happens in the mean time? She drives in their 215's? They still have her old tires and she gives the car to them for a day to put the old ones on them another day to put the proper ones on?

I think it's quite shady and am fairly annoyed by it myself (more than her). How would you guys react to this happening: getting a different tire than ordered and being told we did you a favor cause they're cheaper.

[Keithyhome]

Originally Posted by scottatah

Hello,

We recently took the girlfriends SUV into fountain tire for new tires. After a lot of research before hand we decided on the Goodyear assurance cs tripletred tires in a 235/55/18 size (stock is 225 but she wanted a tiny bit wider just cause she likes the look).

We new fountain tire carried these so we went in got them ordered. Week later she left her car there for a day got tires put on, paid and left.

When she got home she said the bill says 215 is that bad? So I checked and sure enough they put on 215's instead. When she called today she was told oh the 235's were back ordered and these were cheaper so we've actually done you a favor. She informed them that wasn't cool as that's not what she ordered and the result was that allegedly she'll be receiving a call from a manager.



Now we'll wait the day on hopes of a manager calling but to make the decision of giving a customer a different tire than they ordered without even asking them seems like very poor service to me and definitely not something if let happen to my car. I don't think she'll notice much diff between 225, the 235 she wanted or the 2-5's she got but to me it's more so the principal of it all. My limited understanding so far is that if we want 235s they're back ordered now and would require giving up her car for a day this another day off work. What happens in the mean time? She drives in their 215's? They still have her old tires and she gives the car to them for a day to put the old ones on them another day to put the proper ones on?

I think it's quite shady and am fairly annoyed by it myself (more than her). How would you guys react to this happening: getting a different tire than ordered and being told we did you a favor cause they're cheaper.

I would explain the 215s do not meet the original equipment specifications on the sticker inside the door sil. They need to install that size or refund your money.

[MikeHTally]

FWIW, I put 255/55s on mine. I like the look and the Yoko YK520s are wearing well. I had a similar experience with my Mazda at Discount. They fixed the problem the next day without any guff. They just misunderstood what I wanted.

[MADDOG]

Originally Posted by Keithyhome

I would explain the 215s do not meet the original equipment specifications on the sticker inside the door sil. They need to install that size or refund your money.

I'd go on to say that the order was not for 215's and that no consultation with the customer before they changed the order is not acceptable. They should fulfill the order with the proper size.

[kevenj]

You're getting ahead of yourself by assuming you're going to have a problem getting this fixed. A flunky screwed up, and chances are the manager will take care of it with no hassles. Believe it or not, most businesses want to do the right thing, but sometimes there are misunderstandings and miscommunications.

If you don't hear from the manager in a timely manner, it's possible the person who goofed originally 'forgot' to give him the message to call you. Call back and talk to nobody else except the manager and calmly explain what happened and I bet he'll bend over backwards for you.

[scottatah]

Thanks folks. Y'all seem pretty well on the same page as me.

Manager ended up calling 2min after they closed. Is going to fix is with minimal pain. I was happy then.

But one day later one of the valve stems mysteriously broke off while driving down the highway. Arg.

According to fountain tire we must have knocked a curb to cause that. Unhappy again lol.

Either way they're fixing both issue but there's so many odd coincidences happening its hard to be happy bout things.


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[scottatah]

oh man....so the next day....a valve stem mysteriously fell off and flat tire. Found it sitting on the garage floor, unfortunately the girlfriend didn't totally notice at that point. Needless to say, donut on, back to the shop. Left the vehicle there all day as per their request, got there at 4pm and they hadn't even started working on it. On top of that, the guy I spoke to was just a ****...not very customer service friendly. Bout to lose my mind at this point.

Short talk with the owner (again) and they got the tire fixed within about 30 minutes. 2 days later, they called to tell us the originally ordered tires were in. Today we dropped the veihcle off in the morning. 4 hours later, they called us to tell us they didn't have the tires as they previously thought. Now really losing our mind.

Go in, and everybody mysteriously clears out of the show room as if there's going to be a gun fight or something. Manager comes out and he's essentially at a loss of words...not that I can blame him. I stand their trying to contain myself and let the girlfriend do the talking as it's her vehicle. He says they're gonna make it right, I ask him how many times we'll go through this excercise. He says I understand where you're at and wouldn't blame you if you wanted to just get your old tires and go to another shop. "I'd even go so far as to refund all your money" as if that's a favor? Seemed expected to me if we asked.

Needless to say, he's allegedly going to get the right tires in, view them with his own eyes, pick up our vehicle at our convenience and give us a vehicle in the mean time. Then he says he'll compensate us for all the trouble to try and make this right. I'm pretty sure $90 of the compensation will be a new valve stem (which might just be a coincidence or could be install related, no idea - just a bad coincience). Not sure what else he'd want to do, but i greatly hope it's not free service at his shop as I still can't see myself trusting them to do anything.

Ugh....not impressed.