My wife purchased four tires from Tire Works approximately 2 months ago and also purchased the tire warranty, so if ANY problem arose and the tire needed to be replaced, Tire Works would replace the tire for free. Seemed straight forward.
Two weeks ago, while driving home on the freeway one evening from a formal event, the left back tire blew out. I luckily was able to get the car over to the side of the road and called AAA, who exchanged the tire with the spare tire.
On examination, the tire was almost completely destroyed, except for the tread and other pieces burned onto the rim. As it was 10 pm, I was wearing a tuxedo, and the blowout occurred about 1/2 mile back on the inside lane, there was no reasonable way I could collect the rubber pieces on the freeway.
I brought the rim with the pieces of tire back to Tire Works and requested a new tire.
The manager said he would have to check with corporate and let us know promptly. Well, over one week passed, and no call. So I called the manager back who reported that he "was on my side, but corporate will not replace the tire because it was so badly destroyed that they cannot determine the cause of the blowout." He recommended that I call the corporate office, which I did at 702-365-8473. I talked to Donna who is in charge of warranties. I told her my dilemma, and she told me that she'd investigate the claim and call me first thing in the morning.
Well, as you can imagine, no call in the morning, so I called her in the afternoon to ask if she was going to be able to help me out.
She replied that she could only give me a discount on another tire. I asked the purpose of the warranty and she said that the tire was too destroyed to evaluate the cause and that this was her final offer. I asked if there was something else I should have done when the tire blew. She said no. I asked to speak with her boss. She replied that her boss, is actually the owner, Rachel, and I could not speak with her, but that Rachel had just told Donna that this was the way they were going to manage my problem. I asked her if she thought this was good or bad customer service, she then hung up on me. I never spoke with disrespect, used profane language, or was argumentative. I simply was looking for some answers.
I called back and the secretary Heather, would not allow me to discuss this situation with the owner Rachel, she would not give me the address of the corporate office to send a letter, and very rudely ended our conversation.
I was shocked at their lack of customer service and their failure to honor my warranty.
I mentioned this occurrence to a friend just minutes later, and he told me about his very unpleasant experience with Tire Works that deals with bait and switch tactics and outright lies.
I believe that this company should be investigated thoroughly so as to not continue to lie, cheat, and steal from our community.
Las Vegas, Nevada