The nightmare with Tire Works began in November of 2016. My truck needs commercial tires, in which Tire Works sold at the time. I visited the Cactus and Decatur Location on more than one occasion. I have spent thousands of dollars on tires.
However I had an issue with a tire beginning in late October- early November. The tire was virtually brand new and was losing chunks of the tread- approximately 6 inches in length and 2 inches wide. I took my truck into the location listed above in which they told me they would send the tire back to the manufacturer (whom is Continental) and they would deem whether the tire can be warranted or not. In the meantime I had to purchase another tire, which is about $300 dollars.
Fast forward to May 2017, I noticed that I was missing another chunk of tread out of another tire. I called Tire Works and spoke with the highly unprofessional "Manager" Mark. He stated that he just received the first tire back from the manufacturer. Which is six months later, per Mark " the manufacturer stated that this is normal wear and tear and will not be covered by the warranty." After I was told this, he stated that this would be the same case for the tire I have currently that is having the same problem.
I felt as if I was getting nowhere dealing with the Cactus and Decatur store manager so I had my daughter reach out to Jasmine Salguero, whom is the Public Relations Manager. My daughter called her for the first time on Monday May 22, 2017. She spoke with her assistant who stated Jasmine would call her back within the next 48 hours. Jasmine returned my daughters phone call Tuesday May 23, 2017 she proceeded to inform Jasmine of the issues that we as customers are having within the Cactus and Decatur location, We also informed her that we have now contacted Continental whom is the manufacture of the tire. She stated that she would look into the report that was filed from Tire Works and see what she could find out, and would return our phone call.
Shortly after Jasmine and my daughter spoke, Jasmine and Mark felt the need to call me. At the beginning of the phone call it was only Mark on the line, However later in the phone call he informed me that Jasmine was on the call as well. From a professional business standpoint, they as "professional business people" should have informed me. They proceeded to ask me who they were dealing with, whether it was me or my daughter. I informed them that they will be dealing with both, as I am busy and do not always have time to deal with this nonsense of customer service. They stated that it was unnecessary for us to contact continental about the tire. At this point and time Mark now notified me that he never sent the tire back to the manufacturer, that he sent the tire back to the wholesale company which they purchased the tire from, and that company would decide whether it would be covered under the warranty or not.
This was not what I was told to begin with. I was told that the tires were going back to the manufacturer! However we later found out that Tire Works is not an authorized dealer of commercial tires, which they are selling. This is why they could not personally send the tire back to Continental. Our question is, who is the wholesale company and what are their classifications and certifications as to inspecting tires for warranty purposes? This information was not provided to us.
The morning of Wednesday May 24, 2017 my daughter has not heard anything back from Jasmine, she called her office in which she got her assistant once again. Jasmine returned her phone call within five minutes, and proceeded to be rude and condescending. She asked my daughter what the reason for the call was, she stated that we were expecting a phone call back from her with information based on the report that was supposed to be filed with Tire Works in regards to the first tire in November. She informed me that she does not understand as to why My father and I are both involved in this issue, and as to why we contacted Continental. I, the daughter informed her that I am getting no help from there end, this has been in there hands to fix and deal with since November of 2016. Jasmine became very rude, disrespectful, and condescending in a matter of seconds, she stated that “she does not have to deal with me, she is doing me a favor”. At this point I asked to speak with her boss, she was beyond rude about it, proceeded to put me on hold for three minutes, which then she hung up on me.
After the phone call with Jasmine and my daughter, My daughter informed me of everything that has happened thus far, and informed me of the rude condescending behavior that was portrayed from Jasmine during the phone call amongst them. Jasmine then called me, the father, to inform me that my daughter was using profanity, and was being highly unprofessional throughout the entire matter. Jasmine stated that my daughter informed her that we are “using mark and trying to get free tires”. I stated that that is obviously not true, that my daughter would not say that, then proceeded to ask her well, my daughter asked to speak with your boss, and you hung up on her? Jasmine stated that my daughter hung up on her?
I, the daughter spoke with the Rep from Continental who told me to go to the location and pick up the original tire that they claim was sent back the other day. When I walked in I was approached by a man with a baseball cap on with a T-shirt and basketball shorts, with no name tag on or anything? I informed this man who he later stated that he was Mark the Manager, that I was told to pick up the tire, that I am taking it elsewhere to get fixed. He said that he needs to rep to call him so he can release it to me. In the meantime, while I stand at the counter and watch several other customers get frustrated over their lack of communication and customer service skills all of the employees go either in the back or in there little “hangout room”. Mark comes out about thirty minutes later after telling me to wait, and now has a completely different story. He is now stating that Mark, The Continental Rep and Jasmine had a conference call yesterday in which Mark was told to take the tread depths of the tire and write down the DOT number, after that he informs me that they disposed of the tire yesterday. If you disposed of the tire yesterday why make me stand here in your lobby while you partake in whatever unprofessional acts you were participating in.
We are clearly upset over this entire matter. The customer service with the Cactus and Decatur location is absolutely below standards. It is absolutely unprofessional for a manager to approach me the way he did in such a condescending way, in which I do not even know who he is because he is dressed so far below standards. We figured this next step would be to contact the Public Relations Manager, whom was the biggest joke of them all. A public relations manager is supposed to create and maintain a favorable image for their employer or client by communicating programs, issues, and solutions through the company to the customer. This however is not how the Public Relations Manager for Tire Works runs the show. She will destroy the name before you can even get the full story out. I have never had to deal with such a poor example of a “corporation”.
If you are a new or incoming customer of Tire Works take your business elsewhere. Save yourself the time and frustration of dealing with this fraudulent company. This is very unfortunate that these employees Mark- The manager at the Cactus and Decatur location, and Jasmine- The Public Relations Manager act in such unprofessional matters. They present themselves in a condescending way which makes no one want to business with them.