ComplaintsforMavis Discount Tire

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Brought my car in for a brake check on 09/23/24 @ 12 pm. I observed the tech remove rear wheels and beat wheel drums with a hammer. passenger side drum was removed after 40 minutes of beating and trying to adjust the internal tensioner, on the driver's side 3 other tech were called in to help out. I noticed a crowbar inserted between the drum and cylinder forcibly being hit with a sledgehammer in attempt to separate the drum. (I stood in the back of the bay) the tech proceeded to remove the whole wheel and pound on the hydraulic cylinder, fluid was out and then bay door was closed, I was unable to observe any more. after 1 1/2 hours of pounding metal, and air gun noise, I inquired the front desk gentleman to find out what is taking so long, he came back. "They are finishing up and brakes are fine". Drove off brakes were mushy, still noisy. I brought to another shop to be checked. Mechanics said both internal parts (springs, tensioner and pads, surface of drums) were damaged beyond repair, cost $699 to fix damage from Mavis mechanics. It is only by God's grace me or my family was not in a wreck due to their negligence.

  Business response

  09/28/2024

  Regional Training Manager ******, after doing his research and speaking with the Store Manager, getting the facts for what has transpired with this guests vehicle, will be reaching out to the guest to come to a resolution.
  Should additional assistance be required, please dont hesitate to contact the Consumer Solutions Team at ************ option 2 and reference ticket # ******.
  
  

  Customer response

  10/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have not received any communication from the business. Therefore, this is not resolved.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* *********
  
  
  
  
   
  

  Business response

  10/03/2024

  Regional Manager ****** has investigated this matter, and contentedly agreed to the guests desired settlement of reimbursement for the full cost of the services performed at an outside shop. The reimbursement will be remitted in the form of a check, which will be mailed in a timely manner from our headquarters located in ************, **.

  Customer response

  10/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* *********
  
  
  
   
  
  

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 11th 2022 I took my ****** 4Runner to Mavis Tires to have the tires rotated and my oil and filter changed. I was charged $111 and change for the work. I specified that I didn't want anything other than the work I requested. Once I got home and looked at the **** I found that I was charged $40 for windshield wipers that I didn't want and didn't need. I had changed the wipers 2 weeks before. When I called the business to let them know that I was happy about the charges they told me if I would come back they would find my old wipers and put them on and not charge me for the new wipers. But of course that would mean I would have to drive back to their location to have that done when it shouldn't have been done to begin with. The person I talked with told me that he discounted the price of the wipers which was originally $60 and he said that they were running a promotion where they automatically check the wipers and change them if they thought they were bad. I think this is a really bad business practice and all they're doing is padding their ****. By the way the new set of wipers that I put on two weeks previously cost me $22, if they're charging $60 for a pair of wiper blades. I will no longer take my car to Mavis for anything other than the tire rotation which they are supposed to do for free since I bought my tires from them. I think it's a shame that a business can take advantage of people this way because I know a lot of people would not say anything what end up paying for a service they did not want and likely did not need. It would have been completely different if I had requested that work or if they had brought me my old wipers while I was at their business location and showed me that they were damaged and needed to be replaced. I think that Mavis owes me an apology and I think that they need to stop taking advantage of their customers. By the way this is the second time that this has occurred at this location.

  Business response

  08/12/2022

  The Regional Training Manager, *******, has looked into this case. ******* attempted to reach out to the customer, but was unable to get in contact with them. ******* advised that he would provide the customer with a voucher for $100 off future service at any mavis location. When the customer would like to use this voucher they can contact us at ************ option #2 and provide us with their reference number which is 755783.

  Customer response

  08/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  05/31/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They did not honor the road hazard warranty and did not help with manufacturer tire defect They had me go to 3 locations in 5 days and never provided promised assistance F rating on Bbb and thousand complaints. NJ Attorney General needs to take action against this company

  Business response

  06/02/2022

  
  The Regional Training manager **** has looked into this matter. **** spoke with the customer **** and discussed with him that the tires will be at store number *** on 06/04/2022.
  

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Friday, May 20, 2022, I took my vehicle to Mavis Tires and Brakes located at ** ********* *** ************ ** ***** because my back right tire was punctured by a nail. I purchased the tires from NTB which got taken over by Mavis along with existing accounts and warranties. When I purchased the tires I also purchased a warranty that is still active. One of the workers inspected my tired saw that I had a warranty for them and proceeded to bring my car in to fix it. While waiting for my car I was approached by the manager and was told that this would be the last time they were going to fix it and would not honor my warranty after that. He stated that they needed to order my tire and that it would be in by May 21, 2022. Up to date, I have not been called to bring my car in to fix my tire.

  Business response

  05/28/2022

  The Regional Training Manager, ***, has looked into this case.  *** has personally reached out to the customer and has explained the warranty process with the customer.  He assured the customer that their warranty would be honored, however as per Mavis policy the customer would have to pay for balancing and Road Hazard again for the new tire and the old tire will be prorated based on the tire tread depth.  The customer will receive a call as soon as the tire arrives.

  Customer response

  06/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** ******
  
  
  
   
  
  

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About three weeks ago, I went to the business to have a wheel speed sensor replaced. After the work was done, while paying, I was told "You may need another sensor because your light is still on. If it doesn't go off after you drive a few miles let us know and we will replace the other one." I paid and left. My warning lights continued, so I returned to have them check it. This time I was told that I have oil dripping onto the sensor, and this could be the cause of my issue but they were not equipped to fix the leak. I was also informed that the mechanic noticed this during my first visit, however, I was never informed of this. At this point, I feel that I should have been informed of this during the first visit so that I could get the leak fixed and see if that was the actual problem BEFORE replacing the sensor. When talking with the regional manager, he offered no help and said that they did their job by replacing the sensor, but if I came with a warning light on my dash and left with the same warning light, how am I to know that the sensor was actually changed, or that the replacement wasn't faulty. Also, if the mechanic noticed the leak and felt it may be causing my problem the first time, why was I not informed so that I could get it taken care of? It seems as if the workers rushed to get the work done since they did not get to my car until close to closing time and just wanted to get me out rather than fix my issue, seeing as they did not bother to try to figure out why my dash lights were still on. I feel that part of my money should be refunded for the laziness and incompetence that was exhibited in this situation.

  Business response

  05/20/2022

  The Regional Training Manager, ****, has looked into this case. **** advised that the customer had requested the store to replace a wheel speed sensor after a competing shop recommended the service. After replacing the sensor we explained that it did not correct the issue and that further work would be needed. We were unable to perform a diagnosis as that is not a service that is offered at this location, however, the work that was requested was completed properly. The customer has been advised that if an oil leak causes an issue with the part we installed it has a 12 month 12,000 mile warranty that we will happily honor after the customer has the oil leak repaired. If the customer would like to have the leak repaired it is advised that they take the vehicle to a full service repair center as this is not a service Mavis is able to perform.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to mavis on 05/10/2022 to have tires mounted and balanced and to get a wheel alignment done. The tires were mounted wrong, there were different size tires on each corner of the car. I returned the next morning, 05/11/2022, to have them fix their mistakes. They switched the tires and rims around, then when pulling my car up for the alignment, the employee at mavis drove into the metal ramp and cracked my vehicle's front lip. I was then told it's impossible to perform an alignment on my vehicle because of its size. So how did i just pay for an alignment the previous day if it's impossible to perform an alignment on my car? And who is going to replace my front lip (which is very expensive $500)? I tried speaking to the manager on site and he kept stating there's nothing that can be done. This is unacceptable. I essentially paid for a service that was not done, and my car was damaged. In these two days, mavis caused me about $700 in damages, and this isn't including the many hours I had to take off of work to be there.

  Business response

  05/11/2022

  The Regional Manager, *******, has investigated this case. ******* found no signs that the customer was overcharged for the work. The customer’s brake work is under warranty, the customer may return to any Mavis location to have the brakes inspected so that we may address the issue with the brakes making noise. If the customer has any questions or concerns they can contact the Consumer Solutions department at ###-###-#### option **

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 8, 2022 Mavis completed a brake inspection service. (My brakes were fine, however they did determine my tires needed replacing and I declined that service) I returned the next day which was on a Saturday, around 11:00 am to bring to their attention damage to my front driver side rim. The manger ****** & *****(who assisted with service the day of) addressed my concerns, took note of the damage and ****** advised me that they have cameras, however they were not monitored during the weekends, so he would request to have a review of the footage on Monday. On 4/10/2022 in response to not receiving a call regarding the review of the video footage, I reached out to Customer Service support by calling. I asked for guidance regarding the company protocol in addressing damage complaints. I was advised to allow the store time to address with me directly and if that did not occur I could call back to process a complaint with them. On 4/13/2022 at 4:50 pm in response to not receiving any contact, or returned call from the store I did processed a compliant through customer service support line. I spoke with two representatives on that day, I was told that the complaint information was being submitted to the regional manger; ******** and the called ended. When I called back I spoke with representative; ***** who provided me with my reference number: ****** and confirmation my complaint was being submitted. As of today; 5/3/2022 I have not received a call from the store or regional mangers, This level of service is very concerning especially due to the fact that I was provided with the expectations that this could be quickly addressed with a simple view of video footage of my service being completed. Attached photo of rim damage I took notice of grease on the rim to further support picture timeline. The photo detail information from the cellular device can be provided if necessary as well.

  Business response

  05/05/2022

  
  The Regional Training Manager, ******* has investigated this case.  ****** attempted to reach out to the customer today and was unsuccessful.  He left the customer a voicemail requesting a call back.  Please have the customer reach back out to the Regional as we are eager to assist them in this claim.

  Customer response

  05/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  After returning ****** call on Thursday 5/5/2022. ****** advised me that an appointment with an outside vendor will be made to complete the repair, which will require access to vehicle for 24 hours, in lieu of driving vehicle with a spare tire. 

  
  As of today; 5/9/2022 the service appointment has not been scheduled or completed. Would like complaint ID to remain open until I receive the follow up call to schedule the service and the repair service is completed. 
  
   In addition, due to the steps explained  for the repair, I am requesting the consideration of one additional step after the service... ****** will you be willing to have the alignment rechecked to ensure it was not impacted? (Alignment maintenance service was just completed on 4/27/2022 copy of dealership receipt may be provided upon request). 
  
  Sincerely, 

  
  ****** *******
  
  
  
   
  
  
  
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *******  
  
  
  
   
  

  Business response

  05/12/2022

  
  The Regional Training Manager, ****** has looked into this response.  Mavis offers a 90 day/3,000 mile guarantee with our alignments.  As long as the customer hasn’t hit either of the criteria we are happy to make sure the car is aligned properly.  ****** will be reaching out to the customer so he can arrange to have their Rim repaired.

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Got brakes done by Mavis Tire & Brakes on ******* ****** went to a different shop ********* for inspection they said I needed brakes and rotors less than a year later and less than 12,000 miles later according to the receipt there under warranty I went into the store to see if they could do anything they told me no I called the corporate office they didn't say anything

  Business response

  05/05/2022

  
  The Regional Training Manager, *******, has looked into this case.  ******* will be personally reaching out to the customer to arrange a day to have them come to one of our locations to have their vehicle re-assessed.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When I went to Mavis Tire on ******* ** ** ******* ** I agreed to have my tire rod and front struts replaced. $981 dollars later, they admitted to breaking a stud off of my front driver's side wheel and said they will replace at no cost to me. After replacing, I went to have new tires put on at their sister company, Town Fair Tire down the street. During that visit, they told me that one of the lug nuts on the front driver's side wheel was completely stripped and would have to be replaced. They don't do that kind of repair there so I took it to *** ********* since I no longer trusted Mavis Tire to perform satisfactory work. *** replaced the stud and lug nut for $86.60 and noted that the dust shield on the front driver's side was completely beat up. They fixed it as best they could and explained that it likely happened when struts were replaced. I reported the issues that I had at Mavis Tire to their customer service team 4 times before I was able to finally get a response. I explained the issues and was told to send a copy of the *** ********* receipt over via email and that I should be reimbursed. That was sent 1 week ago. I have not been able to receive any response. I feel that I should be reimbursed for the stud/lug nut replacement and that the issue should be made known to potential Mavis Tire customers.

  Business response

  04/28/2022

  
  The Regional Training Manager, *******, has looked into this case.  ******* will have the customer be reimbursed for her stud replacement and lug for a total $86.60.  This will be done at store level. ******* will be personally reaching out to the customer today.

  Customer response

  04/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter will be resolved IF ******* reaches out to give a refund. 
  
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  this is my second time writing, i have not heard back from you and its been weeks , bottom line is that Mavis took serious advantage of me being a woman and then to add to it a senior citizen , its now been one year and i am still trying to get them to make my vehicle right, In March 2021 i came in ****** the manager told me i needed wheel bearings front right so he replaced them , he brought the car back to me and said omg it now needs wheel bearings left front not knowing any difference i had to have that done, then he brought the car back to me and said oh no you now need wheel bearing back left after replacing that , he brought the car back again and said ****** it wasnt the wheel bearing you need rear axle and we don't do them here sorry , after taking all my money , that is just crazy , i want my money back , i am not stopping to settle this , your help would be appreciated

  Business response

  04/16/2022

  The Regional Training Manager ** has investigated this matter. Customer is currently having an issue with her vehicle which is not related to the work Mavis performed. Customer is not due a refund because the work Mavis did is not related to the current issue she is having. Customer was advised that ********************** will no longer perform service on her vehicle and customer agreed.

  Customer response

  04/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because ** the person that keeps responding to my complaint has never been at the mavis tire store when i have been there with my vehicle , he always responds to me saying that i need to show them my parts that were taken off my car for them to assess the problem with my car and i keep telling him the same story and he has refused to listen to me since i don't have the parts because I had to take my car to a different service garage for the same thing they just fixed on my car.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business response

  05/03/2022

  
  The Regional Training manager ** has investigated this matter. ** offered to meet with the customer in the past and the customer refused stating that she works 7 days a week. We never worked on front or rear suspension for this customers vehicle, Mavis is not responsible for those parts. Customer states she took her car to a ************** to have other work done. Could you please send the invoice from the shop where you took your car to have the work redone. Please send those documents to **********************************
  

  Customer response

  05/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  r Answer Here] ** is full of himself, he knows all the work that mavis has done on my car, and yes they just did work on my car 2-21-2022 he should have all the documents there, and i will forward this email to my legal representative , if he wants my records he is gpomg to have to wait till i proceed with my actions. and why would i say i had to pay another garage more money to repair my car, that dosen't make sense. i have all my documents.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩