Complaint regarding multiple service issues I have experienced at several of your locations over the past several years. These issues involve improper repairs, installation of incorrect parts, inadequate inspections, and a failure to properly disclose the terms and conditions of a Tire Protection Plan that I purchased. Collectively, these incidents have caused unnecessary expenses, vehicle safety concerns, and a significant loss of confidence in your company.
Nissan 350Z - Incorrect Battery Installation
In 2022, I brought my Nissan 350Z to your Ogeechee Road location for a battery replacement.
Over the past several years, I experienced recurring issues with the vehicle failing to hold a charge. Recently, I took the vehicle to Advance Auto Parts to determine the cause of the problem. I was informed that the battery installed by your shop was the wrong size for my vehicle. I was also advised that a screw had been used to hold the battery in place rather than installing the proper battery and securing it correctly.
For nearly four years, I unknowingly operated my vehicle with an incorrectly sized battery. Had the proper battery been installed initially, I could have avoided years of charging issues and frustration. This situation raises serious concerns regarding the quality of workmanship performed on my vehicle.
Lexus IS 200t - Service History
On June 3, 2025, I paid $78.78 for a Level 1 Diagnostic Service and shop supplies.
On June 4, 2025, I paid $832.73 for a rear wheel bearing repair, including labor to remove and replace one wheel bearing.
On June 6, 2025, I visited your Richmond Hill location and paid $1,127.95 for the purchase and installation of four Michelin Pilot Sport tires, an alignment, Tire Protection Plan, and related services.
Incorrect Tire Installation
In September 2025, I brought my Lexus IS 200t to your Pooler location because the vehicle was making noise while braking. During that visit, I paid $391.88 for a Front Premium Brake Service, front brake pads, oil change, vehicle inspection, and related services.
During the inspection, I was informed that the two rear tires installed by your Richmond Hill location were the wrong size for my vehicle. I was also advised that my vehicle is designed with a staggered tire setup and that tire rotations could not be performed in the traditional manner due to the vehicle's design.
As a result, I was required to return to the Richmond Hill location, where two rear tires were replaced with the correct size tires.
I find it extremely concerning that a professional tire shop installed incorrect tire sizes on my vehicle and that the error was not discovered until months later by another location within the same company. Customers should be able to trust that tires are installed according to manufacturer specifications.
Tire Protection Plan Concerns
My primary concern involves the Tire Protection Plan that I purchased at the time the tires were installed.
On June 23, 2026, my rear passenger tire blew out. When I brought the vehicle in for service, I was advised that the tire may have failed due to low air pressure.
Because I had purchased the Tire Protection Plan, I expected the damaged tire to be covered. Instead, I was informed that I would need to pay approximately $360 for a replacement tire.
I was then told that coverage was being denied because I had not rotated my tires every 5,000 miles.
This was the first time I had ever been informed of such a requirement.
At no point during the tire purchase was I:
* Provided written documentation explaining the Tire Protection Plan.
* Given a copy of the terms and conditions.
* Advised that tire rotations every 5,000 miles were required to maintain coverage.
* Informed that failure to meet this requirement could result in denial of coverage.
* Provided any written maintenance schedule or requirements associated with the plan.
What makes this situation even more troubling is that your own Pooler location informed me in September 2025 that my vehicle has a staggered tire setup and that tire rotations could not be performed in the normal manner. Additionally, your company had previously installed incorrect tire sizes on my vehicle. Given these circumstances, it is unreasonable to deny coverage based on a maintenance requirement that was never disclosed and may not have been applicable in the traditional sense to my vehicle configuration.
Had I been informed of these requirements at the time of purchase, I would have ensured that any required maintenance was documented and completed.
Pattern of Service and Communication Failures
Unfortunately, this is not an isolated incident. There appears to be a pattern of service and communication failures, including:
* Installation of an incorrect battery in my Nissan 350Z that remained undiscovered for nearly four years.
* Installation of incorrect tire sizes on my Lexus IS 200t.
* Failure to properly disclose Tire Protection Plan requirements. read more
