I really wish that I could rate this higher but I just can not. Let me start off by saying that I've used this location a handful of times and haven't had any problems with them other than wait time, but the last time I went brought the rating down all the way.
I went it to get nails taken out of my tire and patched up, which is a service that they offer for free. I took my truck in, the work was done, I was in and out within an hour. As I was driving home and turning into my neighborhood, one of the tires that they had worked on immediately locked up and would not move, causing my truck to be immovable. Upon closer inspection, my brother (who is a mechanic) and I found that not only were the lugnuts not tightened, but we were missing one.
I called back and spoke to Nick about my situation, and he was able to get a tow truck out to my location free of charge. While waiting for the tow truck, we spoke to Martin (the manager) who said that they would pay for any damages done and a rental car if needed. He then said that he would call us back the next day with more information.
The next day comes around and at 4 PM I still hadn't heard any updates about what happened, so I call and ask for Martin. Nick answers and informs me that Martin had the day off, which came as no surprise to me, but that my truck would be ready within the next hour. I ask to speak with someone who can tell me what happened, and he puts me on the phone with Stacey (head mechanic?). He explains that one of their technicians hadn't tightened in the studs all of the way when the tire was put back on, causing it to fall into the breaking system and locking my tire up. They had taken it to the Brake Masters and replaced the brake drums, and were putting two new rear tires as we spoke.
About an hour later, they called me to inform me that my truck was finished and that I could come get my truck. I got there and Stacey was profusely apologizing, making sure that I was okay and informing us that this was not their standard of work. I went outside to go get my truck only to find that there was still not a lugnut on the tire that they worked on, but Stacey was able to put that on before I left. I've only had the truck for a few days since then but have not had any further problems.
This level of service is unacceptable. While the three staff members I worked with all wanted to make sure that I was fine and they were helpful, this can NOT happen again. Had I taken the highway home (which I about did), this could have ended very differently for me. Had this happened in a different location other than the front of my neighborhood or any faster than I was going (around 30 MPH), it could have ended very differently for me. This not only endangered me, but the people around me and could have cost a lot more in damage to my truck, other vehicles, and anything else that I could have potentially hit.
You would think that at Discount TIRE out of all places would know how to put a tire back onto a vehicle properly, but apparently they do not. They ended up paying over $1,000 in maintenance and parts, not including the towing. The technicians need to make sure that they are doing their job properly and not doing a sloppy job, as this obviously was. Whoever worked on my truck needs to be retrained at the very minimum, this is a very basic part of the replacement that should be done correctly every time regardless of what vehicle they are working on. I plan to talk to the corporate office about this as well. I do NOT recommend that you visit this location for your own safety. read more
