I bought 4 new tires and the protection plan for all of them at Tire Works. My tire went flat on the freeway on my way back from Primm. I had 4 people in the car including myself, and a passenger in the rear heard a noise as the tire was going flat. When I took the tire to the W. Tropicana Tire Works, Corey said it looks like I must have hit something or it was vandalized. He also stated that I must have neglected the tires, and he asked when I had my latest tire rotation. When he said "hit something" he was not referring to a road hazard, which their protection plan covers, he meant that I must have hit a curb or been involved in an accident. The tire was within the tread depth requirement.
I assured him that I did not hit a curb or get in an accident. I told him I was parked at Whiskey Pete's, and I drove straight to the freeway where my "low tire preasure" indicator came on, and in a matter of miles the tire was flat. I also told him that the tire could not have been vandilized, because the puncture and tear was on the inside of the tire. Meaning that someone would have had to crawl under my vehicle and stabbed the tire facing inside. He told me that he could not replace the tire from my protection plan, and that I can call the corporate office to schedule a tire inspection.
He asked if I wanted to leave the tire there, so the inspector could come and investigate. I agreed to leave the tire overnight. The next day I called sometime in the evening inquiring about the inspectors conclusions. Corey told me that the technician put the tire in the trunk of my car, and the tire was not at their shop. This is where Tire Works customer service began to become apparent.
I don't remember the exact time frames, but this is what I recall happened. I called the corporate office to schedule an inspection, and I told Donna I would drop off the tire at the Tropicana location. The next day I called them to inquire about the status of the inspection. If I hadn't call them, I probably would never heard from them. The manager George said that the tire would be inspected first thing the next morning. The next day I went to the shop to hear the results. George said that Donna had inspected the tire, and he had to talk to her about the results. Again, I did not receive a phone call days later about the status. The next time I went in, they pawned me to some dude named Mike. Mike told me they would take care of everything, and commented that "I understand if you're out drinking with your buddies and you hit something with the car." I insisted that I had not been drinking, and I did not hit anything that wasn't on the road.
Again, a couple days go by without a phone call. The next time I went in Corey tells me that the tire is still not covered under the protection plan, but they can pro-rate the tire for me. I called the corporate office and proceeded to argue with the "tire inspector" Donna. I asked to speak to her manager, and she said the owner Cathy was out of town for a couple days. I realized this conversation was going nowhere, so I exchanged pleasantries and hung up. Corey said with the pro-rated tire, it would cost me $85 for a new one. I decided to take my business elsewhere. I called Discount Tires, and the same tire at regular price was $75.
I work at a car dealership, and an associate there used to manage a Tire Works location. I told him the entire story, and he admitted that that is how they run their operation. He said that if they cannot patch the tire, which any place does for free, they will not replace it. He also told me that the "tire inspector" Donna is in fact a secretary. I have not called to talk to the owner Cathy, because I feel my complaint will fall on def ears.
Do yourself a favor and take your money elsewhere. Or if you buy tires from them, don't waste your money on the protection plan. I have a picture of the tire, so if anyone reading is a "qualified tire inspector," I would love to hear your input.
Las Vegas, Nevada