Below is copy of a letter that I sent to the CEO of Tire Kingdom. Apparently he has made it very clear he has no concerns with keeping his customers.
Thank you for informing me that Mr. Wolford has seen my letter. At least now I know how your company feels about long standing customer. For Mr. Wolford to think that giving a customer $68.00 dollars off the price of a tire is deal then I am sure I won't be the only customer you lose.
I can't even explain how disappointed I am as a (former) customer of tire kingdom.
Robin & Todd McVicker
On Fri, Feb 20, 2009 at 1:12 PM, Kies, Ericka wrote:
> Dear Mrs. McVicker,
Mr. Wolford and Mr. Grassi discussed your issue yesterday and Mr.
Wolford is one hundred percent behind Mr. Grassi's offer. Tire Kingdom
will not be issuing you a free Michelin Pilot Sport tire. The invoice
attached to your fax does not indicate that you purchased your tires in
the "Buy 3, Get 1 Free" program and we have never run any type of
Michelin tire in such a program.
Mr. Wolford apologizes for any miscommunication but believes what Chris
has offered you is a good deal and better than what we would offer any
customer who would walk in to any of our stores today. Chris's offer
will be honored through February 28, 2009 so please contact him at
727-643-3080 to make an appointment.
President and CEO
823 Donald Ross Rd,
Juno Beach, Fl 33408
I have a problem with a purchase of tires from you store at 1014 S U.S.
Hwy 301, Brandon, Fl. So I am writing you this letter for you assistance
in making things right.
This is the situation: In August my husband bought 3 tires from your
store and at the time of purchase he was told he would get the buy 3 get
1 free deal. At that time we didn't need the 4th tire so when he was
checking out he was told he could come back at any time and get it. So
he went back on February 13 to get one of our other tires fixed because
we found a nail in it and we have always purchase the road hazard
warranty for our tires. So at that time my husband said can I go ahead
and get my other free tire for my car and explained to the man at the
counter about what was told to him at the time of purchase. Rich then
informed him that he would take care of the tire with the nail, but
would not give us our other tire for free because he said it was never
offered on those tires. So on that day I called 1-800-926-8473 and ask
for the area manager to call me back about this. Now it is Monday and I
still haven't gotten a call back. I call the store back and spoke with
Rich who tells me he will send an email to his manager and ask him to
call me. Chris the area manager (who never gave his last name) finally
calls my husband back and tells him that he would not give him the tire
for free that we were promised. So now I am having to call Chris about
this issue and he says the same thing to me. He then says to me that he
can give me a discount but he isn't sure so he said he would have to
call me back about it. He calls me back and informs me that he will sell
me that tire at cost which would be $200.00 and that would he would wave
the installation charges and also include the road hazard but that would
be all he could do. I advised him that was not what was offered to my
husband when he made the original purchase Chris then proceeds to tell
me that he thinks maybe my husband may have misunderstood what was said
to him. Normally I would understand that, but since my husband is a
Service Manager and has been in the automotive field for over 20 years,
he clearly understood he was told it was buy 3 get 1 free. After
speaking with Chris and feeling very insulted by what he said about my
husband, he then continues to question me on why it has been 9 months
(which it hasn't been that long) and now all of sudden I am bringing
this up and then starts to ask me if I even know who the store manager
was at that time. I said I believe it was Bobby and the manager before
him was named Troy. At this point I am very upset with Chris and his
comments and questions towards me. The conversation ended with Chris
telling me that was all he could offer and I explained that I didn't
feel it was satisfactory and that I would be making contact to the
corporate office about my concerns.
I have been a customer of Tire Kingdom's since at least 1997. You should
be able to pull records by our last name we have bought tires for many
of our cars at your stores. Here is a small list of some of the stores
we have gone to Winter Haven, Land O' Lakes, West Hillsborough Ave,
Plant City, N. Dale Mabry, and Brandon. I feel like it is very important
for me to make you aware of this situation and the resolution I feel is
justified to keep me as a customer. Your stores have always had a good
reputation with us and I trust that you will want to keep a customer
happy. I see two options:
1. I want my new tire. Which is a Mich Pilot Sport A/S 235/50ZR18
am willing to pay for the road hazard warranty, mounting, balancing and
disposal fees which would be a total of $ 48.99.
2. Or you can completely lose me as a customer.
Robin & Todd