Belle Tire Complaint - Warning About Belle Tire Customer Service
TAYLOR, MICHIGAN -- A long vacation to our cabin in the mountains of Kentucky was just what my wife and I needed . Getting away from the grind of the Detroit area to the isolation of the wilderness had been on our minds for the last year , finally we had the time and money to do it .
2 weeks prior , I had a tire replaced at Belle Tire (along with other service work at different companies so that my vehicle was set to make the nearly 600 mile trip) I had not used Belle tire before , but was trying to save a buck . BIG MISTAKE !!!!!!
The processionals at Belle , noticed that my rims required a key to remove them and came out to the waiting room and asked me where it was . I keep my key in a little box in my glove box and i told them to make sure to put it back (as you cannot so much as change a tire without the key) As I'm sure you can guess , the key was not put back.
I understand that I should have checked for myself , but in my defense I had a million things going on in the weeks prior to the trip , and besides when i opened my glove box to put the receipt inside, my box sat closed , in its spot and i had no reason to think otherwise . Also , i am not mad , nor am i placing complaints concerning my key being lost. I'm just giving background info .
So , last week (5 days ago now) I had to pull the tire off to get at a brake line when to my surprise I did not have my key . I pulled the car apart looking , hoping to god .....No such luck .
Called the Taylor store and spoke with store manager "Rick" . Explained my situation and in about 30 seconds realized that if management has this level of incompetence , its a wonder my tire wasn't somehow put on backwards . He kept saying that if i could get it to his store he could pull it off in 30 seconds . I kept explaining that i was 600 miles away , in the Appalachian mountains with no brakes . He said if i took it to a shop down here he could reimburse me the money when i got back . I explained there IS NO TOWN near here to get my car to . He said he found it hard to believe theres no town around here , in a sarcastic tone . I couldn't even relay all the ill informed and rude things this manager was saying . He did admit fault , said it happens all the time (as if it were no big deal) gave me an 800 number and said theres nothing more he could do (as if giving me an 800# was doing something).
The 800# told me that there is NO WAY to remove the locks without having it towed and cutting the wheels off and they couldn't do that anyway . They said to call Rick back and tell him to call his district manager and figure something out , they sounded sincerely sorry.
Rick was a little annoyed to hear back from me .I'm sure he was busy and I was wasting his time because he said again "I told you I've done everything i can do , i don't have time to call right now , but i can give you the # . I told you , you get the car here and I will pull the wheel off".
I explained that he needed to call , because I was using a neighbors phone and had been already almost 40 minutes worth of toll calls and the # he gave was long distance . He didn't have time .
I called the district manager , left a message with one gentleman and minutes later my call was returned by Joe Conway ... Joe was helpful , understanding and seemed sincere . That day he did legwork concerning how to fix this and called me within the hour with an answer . I need to take a press with a Styrofoam cup and send it to the manufacturer who would make and send me a key which i would have in a couple weeks . Belle tire would pay the cost's , i just needed to include his email in the letter and he would authorize it . He said to call the manufacturer and find out who to send it to (he gave me the address and phone # just no dept or C/O ).
4 days ago- Called mcguard in the morning so i could mail it that day . Was told that belle tire has no account with them and with no authorization # or account they could do nothing . I asked if I sent it with Joes email would it work , she said no , Belle tire needs to set up an authorization first . I tried to contact Joe , he didn't get back with me.
3 days ago- received a short email from Joe saying "We need a contact person to authorize to take care of this" Also emailed corporate . No response.
2 days ago- called the manufacturer again , they said they cant give me a contact since they process a hundred claims a day and cannot do ANYTHING WITHOUT BELLE TIRE AUTHORIZING OR PROCESSING THIS THEMSELVES. .... Left another message with Joe .
Yesterday- Called the 888 belle tire # and explained my situation as NO ONE IS RETURNING MY CORRESPONDENCE . Was promised that someone would call me that day .... Yeah, right.
Today- We are trapped in the mountains still. We ran out of food yesterday but were lucky that we have good neighbors a few acres away which gave my wife a ride to town (about a half hour away) We are afraid to even go outside and enjoy what's left of our time here as having no car can make this a deadly place as we have poisonous snakes , spiders and wildlife which generally are not a problem but I would hate to have an emergency and no car . We sit and wait as the days pass by , waiting to hear from belle tire . I'm sure they're busy with lots of stuff , too busy to worry about one of their customers being stranded . Hell , I already paid . That's what's important .
Anyhow , I don't expect any help at this point , and am trying to figure out my next step .... All I know is that I intend to tell this story to the world , as this is the worst , most uncaring customer service i have ever encountered in my life . Don't try to save a buck at Belle Tire because you get what you pay for . I hope this doesn't happen to anyone else .