RENO, NEVADA -- On December 23 my son purchased 2 Goodyear tires from your Walmart store. These tires were placed on the rear of his 4x4 Isuzu Rodeo. On March 16th he was driving in the Truckee CA area on Hwy 80 and felt a sudden bump in the rear of his car. He attempted to pull over right away and luckily there was a turn out for him to stop in. He got out of his car and the entire rear tire was shredded. The tread was literally off the rim of the tire. AAA came out and put his spare on so he was able to safely drive home.
On April 1st (he was working previously and unable to bring the tire in earlier) we brought the tire into the Walmart where we purchased it and were immediately brushed off by the tech. He looked at the tire (did not even attempt to pull the tire out of my son'™s car so he could see the whole thing) and made a snap decision that my son must have driven on a flat tire and that is why the tread came off. Of course his first question was "Did you buy the hazard warranty?" As soon as we said no, the attitude changed and he just shrugged and walked away.
We then requested to see the tire shop manager, who like the tech, did not even attempt to remove the tire from the back of the car to see it in its entirety. He took 2 seconds to say "No, we won't give you a new tire." When asked whether this should be covered under the manufacturer's warranty since the tire was only 3 months old, he brushed us off. Apparently the 25 year old tire manager has enough expertise to be able to just barely look at a tire and determine that it couldn't possibly be a defective tire.
He told us that my son must have run over something to make it do that. We inspected the tire ourselves and there is NO hole in the circumference of the tire. So basically, according to the manager, something hit the rear tire at a horizontal angle (while my son was driving) which caused the rupture of the tire. Really? I don't know about you, but I have been driving for many years and have actually had to drive on a flat tire for a while, and never, ever has a tire done that. I have never seen a tire do that and have never heard of a tire doing that.
The manager just kept saying "You didn't buy the hazard warranty so we can't help you." We don't recall being asked about the hazard warranty when we purchased the tire, however, according to the manager, who apparently is privy to all conversations between sales reps and customers, that we were offered the hazard warranty. REGARDLESS, with or without the hazard warranty, this tire should be covered under the manufacturer's warranty.
We then asked to speak to the store manager, who we were told, was on vacation. After many times of prompting, the tire manager offered to get an assistant manager. When the assistant manager ** (?) walked up, her demeanor was hostile. She in no way shape or form wanted to help us and acted put out that she even had to look at the tire. We showed her the tire, and apparently she is also a tire expert, because without even touching it or attempting to remove it from the car to have it actually looked at, she said "No, we will not help you. You need to call 1-800-Walmart."
I asked her again and again about the manufacturer's warranty because it was such a new tire and she brushed my question off. I can tell you by this time, our level of frustration was high. My son was extremely upset due to the way we were being treated. We were able to get another manager, **, to come out and once again, look at the tire but in no way attempted to get the tire removed to do a detailed inspection.
Time and time again we referenced the back of the work order that talks about Walmart's pledge to the customer. (See the back of your work order!) ** apparently had never read the verbiage on the back and even though we asked about that - we were brushed off again. At no time did anyone answer our question about the manufacturer's warranty.
Why did no one even offer to provide us with the information so we could go to the manufacturer? After ** "inspection" of the tire we were told that the best they could do was give us 25% off a new tire. I am adamant that this tire was defective. All I had to do when I got home was Google "Goodyear tire recall" and lo and behold, as of November, Goodyear has been silently recalling tires due to injuries and deaths caused by "TREAD COMING OFF THE TIRE". I would hope that your tire technicians would be up to date on tire recalls and not just assume that every tire that comes in with the tread off is due to road conditions.
Our family spends on average $1000 a month at Walmart. I am not just saying that, we really do. We love Walmart. We have always have had good experiences. I have family members who work for Walmart. I am very disappointed in the level of contempt that the employees of the tire department and the managerial staff treated us with. I personally have been in the customer service industry for over 25 years and I know what good customer service is and I absolutely will not tolerate poor customer service.
I want a resolution to this matter. I am not the type of person who complains, but I sincerely believe that the staff was rude, not helpful in any way and just wanted to get rid of us. I am prepared to take this to the next level if need be - I will not give until we are given a refund for this tire. As you can guess, our level of confidence with Goodyear tires and Walmart at this time is low. I expect a prompt response to this inquiry or as stated above, I will take necessary measures to ensure satisfaction.
At no time was the tire removed to be inspected. The techs and the tire manager “poked it” a few times to come up with their diagnosis. Goodyear tires have been recalling tires due to the tread coming off the tires. I would like to think that Walmart wouldn't be selling recalled tires and I would assume that their tire techs would be aware of such defects in Goodyear tires and wouldn't just make a snap judgment without inspecting the tire in its entirety!
It is now in the claims department and I was just told that our claim will be denied because we don't have the tire for them to inspect... really? Walmart had 4 opportunities to pull out the tire and inspect it and they did not. Next step... attorney!!
HUNTSVILLE, TEXAS -- I sold our lake house below Tyler, Texas and was bring home my bass boat. I knew the tires were old but had a spare and it was on a Sunday so decided to go for it. I got about 20 miles outside of Huntsville, Texas when the driver side trailer tire blew out. I removed my little Suburban jack, changed the tire and was on my way again but was very nervous as the other tire on the other side it was as old as the one that blew out, and if it went I would be stranded and again Sunday afternoon.
I still had about 100 miles to go before I reached home and was coming into Huntsville Texas, used my iPhone and found a location for Wal-Mart and decided not to take a chance on the tire not blowing so I went over to Wal-Mart. I pulled in with my 18' bass boat, two wheel trailer, into the tire lane and their employee came out and asked what he could do. I replied "Put me two new tires on my boat trailer." He responded that Wal-Mart did not have a jack big enough to lift my trailer. I raised my trunk lid and showed him my little screw jack that came with my Suburban and said use this. They also had floor jacks sitting everywhere in their tire shop.
He informed me that they could not do that as it was against their policy to change trailer tires. Thought it strange but they have no authority to override Wal-Mart's policies so I asked would he at least put a tire on the rim that the other tire blew out on. He said yes if I handed it to him and all he had to do was mount a tire on the rim and hand it back to me - this at least gave me a spare to make the next 80 miles. They put the tire on and I paid him and left and did make it home.
Next day took the other tire off of the other side, went to Wal-Mart and told them I wanted a tire just like the one I bought from Huntsville and had the tire with me. They laughed at me and said did I not know that they could not put a car tire on a trailer. I replied "Just match the one there that I got from y'alls other store in Huntsville." They replied "No this is a car tire not a trailer tire." Then why did Huntsville put a car tire on my trailer rim and their response was "We have no idea unless he was just not educated on tires."
Because of that Wal-Mart would not touch or sell me trailer tires and I asked "Being this is Wal-Mart I cannot buy trailer tires from you and you give me credit for the car tire I was sold in Huntsville." Their reply was "Go take it up with Wal-Mart in Huntsville." "Huntsville is 80 miles from here, 160 miles round trip - why can't you do it?" The manager came out and said "No go to Huntsville. We want nothing to do with this."
I went to another company and bought 2 new trailer tires and have a brand new Douglas 215 70r14 tire that I paid $74.00 for laying on my garage floor. I called Wal-Mart in Huntsville. Their response was "We will talk to the Wal-Mart in your area and ask if they will do the refund," but the Wal-Mart in my area refused and now I have to drive 180 miles to return a $74.00 tire which I will not do as It will probably be a hassle when and if I go to Huntsville for the exchange.
Wal-Mart used to be a reputable store but not anymore. I have told all my neighbors about this and have instructed my wife, 3 daughters, grandchildren do not do business with Wal-Mart. I know losing my business will never ever phase them at all. They are too large and too strong but if enough does it will start to show.
CHANDLER, ARIZONA -- On August 25th 2010 I brought my car to Walmart Tire and Lube Store #2671 1175 S Arizona Ave, Chandler AZ. Besides the oil change I asked them to change the oil filter the air filter and to also change 2 tires, balance them. I want to clarify that my car was in perfect conditions before I brought it to Walmart.
After around 2 hours they spent working on my car they called me saying it was ready. I picked it up around 5pm and drove home. On my way though, the light of the coolant on the front console start flashing but as I lived 30 minutes from the store and I was almost arriving my place I decided not to return to the store immediately but to go home, call them and ask them what did they do with my car.
After waiting long minutes on an automatic machine I finally could talk with the person in charge of the Tire and Lube store. He told me they just did what I asked them to do and that they didn't mess with the coolant system at all. As the store was closing soon they asked me to go the next day to have my car checked. That afternoon after visual inspection under the hood I could see that the coolant liquid was lower than usual.
The next day in the morning I opened the hood again just to find out no coolant at all! Obviously there was a leak somewhere. I didn't risk it to go all the way to Walmart, so I went around the corner to Big O Tires where they found out that the upper radiator hose which connects the coolant with the radiator was broken and worst that it had been glued to provide a temporally solution. I went mad and after paying 226.77 dollars for replacing the broken hose and adding new coolant.
I went to Walmart and put a claim, complaining on Walmart breaking the upper radiator hose, gluing it to provide a temporally solution and not telling me what happened - risking the life of my car's motor, not to mention my own life as this incident could lead to a sudden accident on the highway.
The weird misbehavior of Walmart didn't end up there. I put a claim on August 26th 2010 and the person in charge, I believe his name is **, told me that I should receive shortly a letter from Claims Management. After two weeks I went back to Walmart and complained about my claim and that I didn't receive, nor heard about it in 2 weeks. The person in charge checked the claim and just told me "I don't know why but something happened and it didn't go through, let me try it again".
I stayed calm and just told them to please understand my situation, the car was working perfectly before the oil change. The person changing the oil, the oil filter and air filter may had stepped badly on the hose and after breaking it tried to glue it. Anyway, the claim went through this time and after a couple of days I received a letter on September 9th from ** from "CMI, Claims Management, inc. Respect Service Excellence". He took my case and told me he would ask Walmart for the video of that day and revise it for any weird behavior of the workers under the hood.
On October 8th I received another letter from CMI from the case manager **, saying that a decision concerning my claim had been taken. I called him and he just limited his time to tell me that my car was already 10 years old and that that could happened by chance. He added that he didn't need to ask for the video and just limited to ask Walmart for a report on the case.
I tried to make my point on the fact that it is really suspicious that the car has been working perfectly and just after an oil change the radiator hose is broken, appeared to be glued and specially that "no way" I could have been driving the car in that conditions over to Walmart in the first instance. No positive answer regarding my claim came from ** who stopped listening to my complaints and in an impolite and unprofessional way tried to get rid of me on the phone by saying a couple of times "This conversation is over".
Now, the only thing that is left to me is to advise everyone out there to stop buying at Walmart, not only for the bad quality of the products and services but also for the irresponsible behavior they show everyday to their customers. I am not alone. There are plenty of this type of cases complaining against Walmart. I just wish I had listened to them before.
My daughter took her car to our local Wal-Mart to have her oil changed. She shopped while waiting on it. Soon they called her to come get her car. She drove it home, which is 5 or 6 miles from Wal-Mart, then drove it to school the next morning, which is maybe 2 miles from our home. That afternoon she got in it to come home and water started going everywhere, so we knew a hose had busted. So it was a few days before I got my mechanic to come check on it, after all it was in a safe spot at the high school.
When he came I meet him there. He started it and my god it was knocking so bad and smoking - it was unreal. He told me there was no oil in the car. I told him she had just had it changed a few days ago. Sure enough when he pulled the dipstick out, NO OIL was even on it. He added oil to start it to see where the water was coming from, and yes it was a hose. But it did not explain where the oil was. I called the Wal-Mart and a manager came out, took pics and looked under the can. And sure enough no oil under the car. No oil on the filter and the oil plug was OK.
He said he would file a complaint with the home office. Well after a month or more, I called the home office and they said they had closed the case due to no one responding to their calls. Well they were calling a child's phone #1. And the manager failed to give them My number that I had given to him. So my daughter had no clue what it was all about no message was left and when she would call back it said this office is closed.
When I got to speak to ** today he said Wal-Mart was not responsible, that it not having no water must have blown the oil out. LOL, I was like I have driven many years and never have I drove a car that overheated that it blow the oil out. He said he had video showing the mechanic had put oil in the car. I ask to see the video. He refused. He said it was the property of Wal-Mart store. So he said at my expense I could have the car towed to a mechanic shop, and have them call him with a report on what they think cause the problem to begin with, I'll NEVER SHOP ANOTHER WAL-MART.
I will take it to a mechanic, and I will have it seen to and have them call Wal-Mart. But I sure doubt they will do anything about their mistake. They want you to spend your hard earned money at their store's and buy all your wants and needs there, but they sure don't want to own up to anything they do wrong to you.
AURORA, INDIANA -- Monday Feb. 11, 2008 I went into Wal-Mart at 12:00pm to get new tires on my car. I asked if they could be done by 1:55pm because I had an appointment I needed to be at. They said no problem. I sat at Wal-Mart for 2 1/2 hours waiting for my tires to be changed. I purchased 4 tires. They finished at 2:30pm. I paid for my purchase, $416.66 and left. I drove home, parked my car and didn't leave again.
Tuesday Feb. 12, 2008 I got up for work, went out and was going to start my car, and realized the 2 of the 4 new tires were flat. I was 1/2 hour late to work because I had to use a different car. I called Wal-Mart at approximately 8:30am. ** answered the phone. I let her know that I just bought new tires the day before and that 2 of the 4 were flat. She told me to bring the car back. I told her that I didn't have any way of airing up the tires. She said I could use a can of fix-a-flat and they would reimburse me when I brought the car down. I told her I was at work and would bring it when I got off.
At 5:30pm I went to Wal-mart. I spoke with a manager on duty, **. He said they would pay to have the car towed from my house to Wal-Mart. I agreed. He then said he could send me home with an air tank and I could fill the tires and drive back down there. That was a better idea. I took the tank home, filled the tires, and drove the car to Wal-Mart.
I got back to Wal-Mart at 6:30pm. When I got there, ** was there with his boss, **. ** and ** said they would figure out what was going on and fix the problem. At around 7:30pm they came and got me and said “This is the problem - your rims are bad. It looked like somebody had pried at the rims.” I was very confused on how the old tires were never flat. ** said they could try grinding them down. I went back inside. At 8pm ** came back in and said he needed to put the spare tire on my car because the tire wasn't holding air. I told ** to put my old tires back on and refund my money.
I have spent a total of 5 hours in the past 2 days down there trying to get my car new tires. ** refused to put my old tires back on. He said he found them, but they were too bald, and it was against the law to put them back on. I told ** that the tires were not bald, and it was my mistake, I didn't know that my boyfriend had just had 2 new tires on the car 1 year ago.
** decided then, that he couldn't find my tires. I asked for a refund. ** said the Tire Center was now closed and that they would put the spare on. He said it was safe to drive my car on the interstate with a spare tire in the sleet, rain, snow, and ice. I was very upset that ** wouldn't help me, that I went up to the Customer Service desk. When I was there, I asked to speak with somebody higher than **. They said to call the Florence Walmart and ask **. My cell phone went dead so I asked to use the phone at the jewelry counter. They called the number for me, and the manager called back, but ** wouldn't let me speak to him.
** threatened to call the cops on me because I told him that I wouldn't leave until I had my $400+ back. He refused. He said that I would have to come back on Wednesday Feb. 13, 2008. I told ** that my 10 month old son was ordered by the Doctor to go have a chest x-ray at Children's Hospital to make sure he doesn't have pneumonia.
I told ** that I haven't been able to take him because my tires are flat, and they won't stay inflated to make it downtown Cincinnati to the hospital. ** still refused to refund my money and give my old tires back. I asked ** to speak with his manager. He said "I don't play that game". He said he was not going to argue with me, and his decision was final.
I told ** that I was going to contact the news, and an atty. He still stuck by his decision. NO REFUND. He said he would refund my money when I came back with the tires. I told ** that I would get a second opinion on the rims, because they held air in my other tires just fine. ** told ** to walk me back to the tire center and let me out and give me my keys. ** did, and apologized for what was going on. He said ** is his boss and couldn't override what decisions ** made.
When I got home, after 9pm, I called the Florence store. I talked to the highest manager there, **. I explained to her everything that had just happened. She apologized sincerely and couldn't believe ** didn't give my money back. The slogan is 100% satisfaction guaranteed. I also told ** the slogan, he didn't seem to care. ** was so upset.
She gave me the number to the District manager and said ** just cost their company more money because not only will they refund my money, but they are going to have to make it right with me. She told me to call **. Gave me is direct line and said he would be in at 7am. I called **, but again, they wouldn't let me speak with him. I spoke with a manager under him.
I went to Aurora Tire Center and asked if they could help me. They said they could. They took the Wal-mart tires off, and put their tires on. They said my rims are not bad at all, they just needed cleaned. They cleaned my rims, put on 4 new tires. Loaded the Wal-Mart tires for me and sent me on my way in 15 minutes. They even charged me $70.00 less than Wal-Mart.
I drove down to Wal-Mart, went inside and got my refund. That was it! I called 1-800-WALMART. They said somebody would be in touch with me to make this right. Nobody ever called back. So, BUYERS BEWARE. If you want to purchase tires… Do NOT get them done at the Wal-Mart Tire lube and express. They need to change their name too.
When I was in Wal-Mart, a manager, NO NAME listed to protect them, let me know that this is NOT the first incident with **. I quit shopping at Wal-Mart for a few weeks. Now when I go in there, ** makes sure he makes an appearance. I guess to let me know, HE WON. It's OK though. He will run more business out of the place. I don't go there as often as I used to. I go out of my way to make purchases that I once just drove there to get. I am very unhappy with Wal-Mart, and I feel now that the Customer is NOT always right in their eyes. They aren't looking out for their customers. It's a shame. 100% Satisfaction Guaranteed? Not in my case!!
ADRIAN, MICHIGAN -- Bought 4 tires and with only 5,000 miles on them was told they could not rotate them. Was told by service that car was out of alignment. That is why tire was bad but other front tire is fine. Took my car back after getting a mechanic's view-point on the tire which he said the tire looked defective. Employee of Wal-Mart said upper management said there is nothing they could do. No replacement, no discount to purchase another tire, nothing.
OAKLAND, TENNESSEE -- Called at 2pm and asked how long to mount and balance 4 new tires. Told, "1 hour." Arrived at 2:30pm. It is now 5pm and my truck remains hostage for more than one hour in the maintenance bay on the rack. Unbelievable. I will never do this again with Walmart and I will actively advocate to avoid this Walmart in the future.
WILES BARRE, PENNSYLVANIA -- I have been a good customer of Walmart, since I moved into the Wilkes Barre area. April 13th, 201: I bought new tires and had them installed on my 1998 Volvo at the Walmart Wilkes Barre Supercenter. There were no other cars being serviced at the time. I left my car in front of the service bay and handed the key to the serviceman at the counter. When I returned to pick up my car, I was told the key was stuck in the ignition lock and couldn't be removed. I tried everything I could think of to get the key out but it was absolutely stuck. The servicemen (2) trying to figure out what they'd done and to get the key out said "this is beyond their skill level and training." I was told to get a written estimate from a Volvo dealer for the repairs. The problem for me was not only having my key stuck in the ignition; that in turn caused the car security to disable the locking system, because the key was still in the car. I had a car that couldn't be locked with the key in the ignition. It was an invitation to being stolen by anyone. I couldn't use the car unless I was prepared to leave it completely unprotected and ready to drive.
When I tried to reach any of the managers I was told I should contact two days later, no one would speak to me (telephoned all day and was left on hold). When I finally got to speak to someone, the final word was the Assistant Manager would telephone me. I never received a call from that manager. I went online and wrote an email to Walmart, which I believe was sent to the Wilkes Barre store customer service department. I got a telephone call that day from "Frank" who listened to the story and said he would file a claim for me. I was contacted by Claims Management (CMI, a wholly owned company of Walmart to handle claims) representative who asked many questions and said he would get back to me.
When CMI finally called me back a week later, "Joe" denied responsibility and required that I get the Volvo dealer to write a finding that Walmart had been negligent and caused the damage to the ignition cylinder where the key was stuck and not just ordinary wear and age. I asked if Joe had taken his car in for service and was returned a car that was disabled and unable for use that he would think it was the car's fault for being worn and old? He denied the claim.
I think Walmart refused to be accountable for the acts of its employees. There is no other conclusion to the facts, unless you believe it was the car's fault.
Thank you for all the people putting their complaints on here, it reminds me why I think people are so stupid. First of all have common sense. It is common knowledge that the technicians that perform service are NOT certified. As is the case in 90% of of quick lube/oil change locations. They are not allowed to check brake fluid, or coolant as you have to be state certified to do so.
Amazingly it is helpful if you know what the hell you are driving. "Uh, it's the purple car out there." OK, so I can write it up as a purple 2003 Cavalier when actually it is a purple 98 Caravan. Don't be dumb. Yes I can change that later via VIN scan. BUT it doesn't help when we try to help you with tires, oil weight, etc.
Some people drive ghetto pieces of junk. If you have a gas leak NO THEY AREN'T GOING TO WORK ON IT! Moron. Your tie rod is duct-taped on. Yeah that's safe. You have no lift points left due to rust. So therefore they would crush through your floorboard, crush line etc. If you drive the car, at all... You need to know what it is. Do you know how to drive it? It is a machine that needs to be taken care of. Just an oil change every 4,000 miles ain't going to cut it.
Sometimes when you bring your car in, there is a wait. No duh. Now you need to keep in mind, that maybe your car is fine, but there could be an 88 Civic in front of you whose hood won't open. Well, they have to page them back (if the customer even hears it) and wait for them to return. Meanwhile this extends your wait. It happens! A lot of times there may only be one person even available to work on your car. IT IS NOT THE ASSOCIATE'S FAULT. Yelling at them about the wait is not going to make it go faster. Let me come to your job everyday and scream and yell at you and call you incompetent. Would you like that? Neither do they.
There are always unforeseen situations. And yes there are always policy changes, which is beyond their control. GET OVER YOURSELF! If you want your ghetto rigged car serviced take it to a private ghetto-ran shop. They have liabilities! ** happens everyday. So get over yourselves and get on with your life.
BROOKLYN, OHIO -- The staff at the Tire & Lube Express at the Wal-Mart lost my key bunch, did not let me know about it for a long time, made me wait for more than 3 hours and 15 minutes at the store as opposed to the promised 90 minutes wait, and then offered me a 'solution' that I should go home and forget about the bunch!
I entered the store at 9:35 am. After a short wait, my problem was registered and my key bunch was taken from me. I was told that my car would be ready in about 90 minutes. When 90 minutes passed and I did not hear from them, I went to the reception to inquire about it. I heard them talking among themselves about some car's keys being lost. When I talked to them, they told me that they were unable to locate my car keys.
I experienced the worst kind of customer service in the following 90 minutes. I was kept in the dark about whether the keys have been found or not, or how long I might have to wait. I was not offered any word of apology. I was getting a severe headache from the mental stress and for having an empty stomach for a long time. My knees were hurting because I had to stand there most of the time since not adequate seating has been provided in that area.
I was feeling dizzy from not having any food for a long time. So I asked them to give me a 'pager' so that I can go inside the store and have some food. Within one minute of my leaving the reception area, they paged me back to offer a ridiculous solution. They told me that I should go back home, bring the spare key, get the service done, and just go back. At most they would make a duplicate key for me for the car. They did not offer me any ride home. They would not make duplicates of the other four keys in the bunch. And they offered NOTHING more than that, NOT EVEN A WORD OF APOLOGY!
When they finally found the keys and got the service done, they offered me $10 in compensation!! My ordeal finally ended at 12:52. I had to wait 3 hours and 15 minutes as opposed to the 90 minutes originally promised, got home with a severe headache, and had to either reschedule or cancel my activities for the day. I have never before experienced such cheap and unprofessional customer service.