Tire Kingdom Site Manager Edwin Paid for oil change and tire rotation, upon picking up my vehicle i realized the tire rotation was not performed and inspected oil filter to make sure it was changed and discovered it was not changed. Miami, Florida
On Sunday, January 6, 2013, i went to the local Tire Kingdom, located at 12450 SW 8 St. in order to use a coupon i received in the mail for an oil change. the coupon stated 19.99 for up to 6 quarts of oil and oil filter replaced. I spoke to a gentlemen by the name of Edwin who was responsible for taking the information from the customers as they arrived. I indicated to Edwin, i had a coupon and also requested for a tire roation which he kindly stated not a problem that is customary for us to do on all oil changes. He did tell me it would take about two hours. I left my vehicle at 12:00pm.
i contacted Edwin at 4:30pm who advised me the car was not ready; however, to stop by in 30 minutes and it will be ready. Upon arrival, i paid $ 21.39 for the oil change and the oil filter replacement. i then proceeded to walk out to my vehicle and discovered the tire had not been rotated. i went back into the store and complained to Edwin as to why the tires were not rotated and he replied it didn't need it. i explained to Edwin upon leaving the vehicle that i wanted the tires rotated, since i always rotate my tires at every 4000 miles with each oil change.
edwin then proceeded to call one of the mechanics to have the tires rotated. Shortly after the tires were rotated, the mechanic stated here its all ready. Since i have very little confidence with mechanics doing there assigned jobs, i had intentionally marked the oil filter so that i can confirm the filter had been change. to my surprise the same old filter was still attached and had not been replaced. to confirm this i had the old oil filter marked with a small marking that i made with a broad tipped permanent marker. due to the oil filter not being replaced, i again summoned Edwin and advised him of my findings.
he casually walked over and looked at the oil filter and said yes, it looks as if it wasn't changed, he then walked back into store. He later summoned a mechanic and advised him to put a new oil filter into my truck. Edwin never apologized for this egregious error on behalf of his mechanic. he never questioned his mechanic as to why the filter wasn't replaced. he never offered any further explanations. as a result of this experience, i will never return to this store or tire kingdom for this matter. I am curious to know as to how many customers have been conned into believing the oil filter is being replaced during a routine oil change at this particular Tire Kingdom.
the mechanics at this location are probably in the business if stealing these oil filters from their employers and later selling them to other mechanic shops or selling them online somewhere. this experience has left me thinking as to how easy it is for a consumer who is so trusting in a so called reputable establishment and get ripped off at the same time. this experience has actually left me baffled and angry that this type of behavior goes on and the on scene supervisor just simply chose to look the other way instead of addressing on the spot. I would of certainly handled this if i was responsible for this shop in a totally different manner. and would of been much more customer service oriented.
2 Updates & Rebuttals
Bill d
lbts,Florida,
U.S.A.
u guys are forgetting something
#3General Comment
Fri, January 11, 2013
basically it is l,ike this. u seem to forget that tire kingdom pays there tire techs minimum wage and hence most dont gicve a f%ck!! tire kingdom pays there tire techs commisions on tires but NEVER for rotating them. that is why "it is customary to do tire rotations on every opil change". it seems all u customers come in askin to rotate ur tires CAUSE IT IS FREE when most people dont even need it! now what about the mechanics at tire kingdom. do an oil change and tire rotation get paid 2.5 tenths-this is also suppose to include inspecting ur car and also TK company policy to check batteries on all vehicles and put air in tires and put washer fluid in. the point, if u get paid 23 hr flat rate-that is $5 for oil change and tire rotation and inspection---NOW--what if u get vehicles with skid shields(toyota tundras-hummers) u get no extra pay. everybody comes in with the attitude with everything is free with no regard as to the emnployees in the back. of course tire kingdom has no regard for there employees either-----tire kingdom only cares about 1 thing, makin the customers happy so they will buy somethin. but i have a secret. in any case---there is still no excuse for an oil filtewr not replaced----i will defend that most likely--U DID not need a tire rotation like 80% of the people who "request" them--IT IS EASY TO "REQUEST" IT WHEN IT IS FREE ISNT IT? i actually find the manger here to be descent--instead of b%itchin and yellin at his guy for a mistake(for whatever reason) he just tells him to do it. u seem to be mad that he didnt yell at his employee and possibly fire him over something as stupid as this---your $20 oil change! are u lookin for the misery of others cause u didnt get everything u wanted? tire kingdom customers-ha
but they are not all bad. -i mean-how does anyone think of gettin major repairs done past 5 on any given day? and then i feel threatened that i will be fired cause i dont want to stay late and be there literally all day and nght with no overtime pay. i guess no one thinks of this aspect-----but i forgot, anything for the customer--we at TK are here for u all day and night mr customers! nobody also understands the concept of leaving a vehicle overnight and putting the vehicle together when u come in next mornin no--anything for u--we will be here till 11 pm to finish ur vehicle while u wait there like a retart!
SUCKA!
Somewhere,Florida,
USA
You Were Not Ripped Off, But They Sure Are Lazy
#3General Comment
Thu, January 10, 2013
I wouldn't presume the employees are stealing and selling oil filters to other shops or online. AND, considering the fact that you can't walk in to Walmart and buy 6 qts of Valvoline for the low price of $19.99, I have to say you were NOT ripped off, even for a simple oil drain and fill. However, this does sounds more like an issue of just being downright lazy! Wow! I would have so embarrassed if I were Edwin. Are you sure he is the manager? Certainly does not sound like one.
I'm a firm believer in rotating tires every 6000-7500 miles to get the most life out of tires, or as recommended by the manufacturer stated in your owners manual. I use Royal Purple in my truck, so I rotate the tires every time I do an oil change. When I was still using conventional oil, I would rotate them every other oil change. If the technician did not recommend a tire rotation, he/she should have called you, explained why, then did whatever you asked of them. If your tires were crap and could not legally be rotated, that would have been a completely different scenario.
As the customer service consultant, Edwin should have gotten a better feel for you, the customer. Some customers have no idea that it is time to rotate their tires. Other customers ask for a tire rotation, unbeknownst to them their tire tread is in the red or cores are showing and can not be legally touched. Other customers know exactly what they want, within reason. You know you rotate your tires every 4000 miles with every oil change, which is perfectly acceptable. They should have rotated your tires with the oil change if they were a participating location for the coupon.
The fact that they did not change your quick spin-on oil filter shows inattention to detail, on top of laziness. I would question whether they actually adjusted your tire pressure or inspected anything else.
Something I would suggest, when taking your truck into a new auto repair facility for the first time:
1. Schedule an appointment for an oil change when they can get you right in and you have the time to wait there for it.
2. When checking the vehicle in, ask the person at the counter, "When they get my truck up on the lift, can I go out and take a look underneath"? This is a perfectly reasonable request. I openly invite customers out into my shop while their vehicle in there. Many vehicle owners rarely get to see the underside condition of their vehicles. I want them to see exactly what I am seeing. I want them to see how my tech's and I work. I encourage the customer to ask questions. I want the customer to know that we are performing what they asked of us. Stay out there through the entire duration of the oil change/tire-rotation service. Don't glare down at them with arms crossed, but walk around with them, as if you are truly interested in seeing what they are doing and why. Check out various parts of your vehicle on the lift. Ask questions. Don't be a direct a** about it, but watch to see that the tech does what you asked of them to do. If you know anything about body language, you can easily tell if the tech is doing everything with fluidity...as if it's second nature and commonly practiced...or if they are stuttering and doing things with abnormal or frustrated behavior. IF the person at the counter will not allow you into the shop to look at your vehicle, take the keys back and walk away.
3. Lunchtime is the worst time to drop your vehicle off without a scheduled appointment! Many appointments are scheduled around lunchtime, in conjunction with catching up on labor intensive jobs dropped off early morning. Afternoons are spent catching up from lunchtime scheduled drop-offs and appointments. First-thing in the morning is the best drop off time, or late afternoon to be picked up next day.
4. Don't shop around for the cheapest oil change in town. Pick a good technician and stick with him/her.