I went to this location last week on Thursday to get new rims for my Lexus ES-350. Prior to going there, with my Lexus stock rims, my car drove perfectly WITHOUT any shaking or vibration. I picked out nice rims that the salesman Javier specifically stated would fit my car and would work properly on my vehicle. I then spent $925.00 on the new rims and had an alignment done at this same location. I spent several hours (about 4-5 hours) waiting for my vehicle to get the alignment and the new rims installed.
When I finally got my car back after the installation and drove it on the freeway, immediately the whole car was shaking and the steering wheel was vibrating very badly. I took my vehicle back to KTW and they told me that my vehicle would be needing "hoverings" center wheel rings, which they assured me would correct the shaking. They said that I would have to come back the next day, Friday, as they did not have them in stock.
I came back on Friday and they installed the center rings and the result was NO CHANGE in the vibration or the shaking in the steering wheel. I then requested to have my Lexus wheels put back on my vehicle and get a refund. Manager "Moe" basically told me that the new rims were mine now and they would NOT refund my money because the new rims were USED. Needless to say I was upset.
One of the mechanics stated that I probably needed new tires, so I then went to Discount Tires and bought 4 good brand new tires. The shaking still continued with the new rims and the new tires. I didn't drive my vehicle for the next 3 days due to the severe vibrations. I missed my 4 day weekend trip to visit my out of town family because of this incident.
Today, Wednesday, I went to Discount Tire to get my Lexus rims put back on my vehicle with the new tires I had purchased. Discount Tires told me that if I bought new aftermarket rims from them, they would have a 30 day return policy if there was something wrong with the rims or if they didn't work perfectly on my vehicle. I took a gamble and bought new rims from Discount Tire and had them installed. As soon as I got on the freeway, there was NO shaking or vibration whatsoever. They worked PERFECTLY!!!
I took the rims that I bought from KTW back to their store #4 and explained the entire situation. The other manager stated that in the absence of a clear manufacturing defect, they would not refund my money. I explained that for whatever reason, their wheels DID NOT work on my vehicle WITHOUT severe shaking. They were unsympathetic to me as a customer. They were just looking out for THEIR BUSINESS regardless the fact that their rims for whatever reason DID NOT work on my Lexus. The manager agreed to refund me only $555.00, which was only 60% of what I spent.
What did I get from KTW:
I wasted 2 days at their shop, missed out on family time, got wheels that shook my car to pieces, and then received only a 60% REFUND of my hard earned money. The service was also incredibly and painfully slow at KTW. When I buy something, I expect it to work as advertised and as it was sold to me!!
MY ADVICE:
Go to Discount Tire, or some other big store where they care more about the customer than keeping $370.00. Discount Tire was very sympathetic to me and discounted the rims I bought there. They also charged me NOTHING to install them. Discount Tire had 3 people working on my car with the efficiency of a NASCAR pit crew and had me out the door in less than 30 minutes.
Going to KTW4 is taking a gamble on whether or NOT what you buy from them will work. They will NOT regard you as a customer, which could be a customer for several years to come given good quality customer service. I hope their keeping $370.00 of my money was worth it because I will NOT be spending another dollar there, nor will I be referring people to KTW, but quite the opposite. Whatever happened to having a happy and satisfied customer? There is something worth far more than money and that is GOOD REPUTATION. read more