ComplaintsforMavis Discount Tire

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was sent to ******* ** to get an issue fixed from a previous service from ****** *******. I told me the problem wasn’t from the previous service and they were 100% sure it was the struts and sway bar. After declining the service multiple times the manager ***** continue to pressure me, even going to the extent of saying if this wasn’t the issue they will refund the full amount. I decided to get the service. Immediately after driving off parking lot I felt previous problem still existed and now I have rattling and grinding. It felt like my car was about to fall apart. I called ***** within seconds and he told me to bring car back in morning. Took car back then they say off struts must have been installed improperly and then tell me it’s the engine mount. They installed new struts and mounts. Still didn’t fix the grinding or rattling. On my way to take car back I realized I couldn’t drive past 10mph bc car was shaking like crazy. I get out car to see what the problem was and I realized they didn’t tightened the lug nuts. ***** told me I will be issued a full refund and they will fix whatever is wrong for Free and offered other free services bc they have to make it right, I declined. After getting the last service I express to ***** I still have the rattling and feel like it’s falling apart and I don’t feel comfortable with them working on my car again. ***** agreeed they shouldn’t touch car again and issue refund and be done. I was told to come to store for full refund. Once I got there ***** called regional office and they told him the would be issuing me a full refund of $853.33 in a form of a check. A month goes by and still no refund so I called ***** and was told they would refund $475, I declined. Then ****** called, asked what happened then offered me $265 refund, I declined. I should be refunded $853.33 bc they missed up my car. I shouldn’t have pay for a services I were pressured into getting and didn’t need

  Business response

  02/28/2022

  The Regional Training Manager ****** has investigated this matter. ****** offered customer a refund for the cost of labor. ****** offered to further service the vehicle, but customer declined due to the vehicle being sold.

  Customer response

  02/28/2022

  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:

  [Your Answer Here]

   

   That is inaccurate. I never said I declined services because I sold my car.  I told ****** I don’t want them to touch my vehicle again due to the fact between the two locations they have tried to fix my car multiple times and failed and caused more damage. Then I said I will be selling my car because of that…I have the right to refuse future services. Im not accepting a $265 refund for when I was told multiple times I would receive full refund before and after I give service. You can’t promise a customer a full refund so they can get a service done but then fail to make good on that

   

   

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

  
  Sincerely,
  **** ****  
  
  
  
   
  

  Business response

  03/10/2022

  
  Due to the amount of time that has passed, there is no way to guarantee that Mavis will still have the customer’s old parts to put back on their vehicle.  Therefore as a means of customer service, ****** has agreed to do a reimbursement for the strut parts and labor with the signing of the agreement form instead.  This is so the customer does not have to forfeit the parts that Mavis put on their vehicle.

  Customer response

  03/15/2022

  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

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my 2013 Ford F-150 in for inspection,oil change,tire rotation and change out of serpatine belts on Feb 11.Was informed I had a bad pulley and had to be replaced before belt replacement.Picked up truck after servicing drove home.Used truck to drive to work Monday 2-13 Serpatine belt failed on way home from work after only 76 miles of belt replacement.Truck was towed to Mavis shop and I was informed tuesday that my water pump failed which caused serpatine belt failure and that Mavis would need $359 dollars to replace pump.i enquired as to why pump failure wasn't diagnosed during belt install and was informed pump can fail at anytime .I went to Mavis shop after refusing water pump repair and after examination of belt install I found pieces of serpatine belt lodged on lower pulley and under oil filter.Pieces of belt are stuck and can not be removed.Observation of oil filter suggests a very old used filter .Truck was taken to **** ******* station and was informed that all the new serapatine belts have too be replaced all the pulleys have to be replaced a lower radiator hose damaged and has to be replaced have not had use of truck since 2-14 because of damages.

  Business response

  02/23/2022

  The Regional Training Manager, ***, has looked into this case. *** has advised that the customer will be returning to the store on Thursday 02/24/22. Mavis will be replacing the customer's wheel bearing at no cost to the customer in the spirit of customer service.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Online order was made via website on 1/31/22 for 2/3/22 appointment to have 4 new tires installed at *********** ** Mavis Tire Center. Price issued on the online order appeared to be the actual cost of the tires, but actual amount charged was $79.96 ($19.99 for each tire) higher than what was quoted online. I made a simple inquiry via the company's website as to Mavis's policy: Is the tire price issued online simply an estimate which may be adjusted later or is it a set price? I wanted the company to state their policy but not only did they NOT respond, they went back to the online order form without telling me and CHANGED the price of the tire to the higher amount. The PDF below contains a saved a copy of the original order form and the altered one.This is a particularly egregious way to do business and has prompted this complaint.

  Business response

  02/14/2022

  Mavis has looked into this matter. Customer was charged correctly for the cost of the tire. In the wed reservation it breaks down the stocking fee for customer, on the final bill it includes it in the cost of the tire. The customer got an alignment done, alignments are not quoted because it is something that has to be diagnosed at store level. The alignment is under a 90 day warranty from the day is was performed at any Mavis location. Mavis apologizes for the miscommunication, but we do not quote for taxes, fees etc. Mavis only quotes for services (plus tax). We are happy to offer the customer a $25 voucher that can be used at any Mavis location on any services. If the customer would like to use this voucher they can call ************ Option ** referencing their ticket number ******.

  Customer response

  02/17/2022

  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

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  $1,900 on a tune up, wheel alignment and replaced all my struts and shocks on my vehicle to end up shutting down in ********* ** off *** ** with three kids in my car. The liquid from my coolant leaked all over my engine and wires under the hood. Two guys told me I had a leak in my coolant but I should be fine driving it. My car started smoking the same day I picked it up for service on 2/12/2022. I've gone back the next day to let them know of the smoke coming from under the hood to be told from a second guy that the leak from the heat compressor should be fine until the next day. I bring it back so they can have a look at it. I was driving to ******** ******* when my car all of a sudden starts to misfire and to remind everyone. I've paid to have my car to have a tune up which they replaced all of my coils so I am confused and I am frustrated because this company used to be the best now it's nothing. I want my money back or I would take them to small claims because my vehicle is my way to work and my children way to school. My time was wasted and my money was taken. I took my car in for other reasons and came out with more issues.

  Business response

  02/15/2022

  
  The Regional training manager ******* has spoken with the customer ******** on 2/14/2022. ******* assured the customer that he will be present and involved with the process of the repairs for the customer’s vehicle.
  

• Initial Complaint

  02/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction date: 8/19/21 amount: $92.93 Service: vehicle alignment Issue: required paperwork (spec sheet) was not provided confirming service was performed. vehicle did not show signs service was done and shop could not provide any proof of work, despite multiple requests. This issue was addressed with management at the store and a corporate contact, *******, was assigned to handle my case. ******* offered to provide service again at no charge or issue a refund. I opted for a refund and this was agreed upon and said to have been processed back on September 10th. I have followed up multiple times and made contact with *******, with the latest being December 17th. He has continued to say he approved and processed it with his corporate office and would look into it, yet no payment has come through either electronically or via paper check as he specified. I have followed up multiple times since December 17th but only receive his voicemail and no call back. This contact will now not answer any calls/voicemails and payment has still not been provided.

  Business response

  02/03/2022

  
  The Regional Training Manager, *******, has investigated this case.  ******* has authorized a refund of $92.93 for the customer.  This refund will be done at store level.  ******* is going to reach out to the customer today to set up a time when they can have their money reimbursed.  The store is aware and the customer may also reach out to the store directly to complete this reimbursement.

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/20/22- ****** ** store Invoice # ************* I went to get 4 new tires installed and an alignment. Once the job was done your employee told me they weren't able to do the alignment because of the rear driver tire. He said they tried multiple times but had no luck. He said the bushing had to be replaced but they dont provide that service. He advised me to have the problem fixed and to come back to finish the alignment since it was already paid for. Fair enough I thought. I went to the honda dealership right from your location. They looked at the rear driver tire area and said they did not see anything that would prevent them from doing an alignment. No issues with the bushing as your rep stated. Honda said the next step was to put it on their alignment machine to see what happens. They found errors from your mechanic. They made the proper adjustments and was able to perform the alignment. I returned to your salem location. Told them results. They are eventually going to refund me their alignment charge but their credit card machine was down. I told them I needed to be reimbursed for my honda visit ($280) and they said no with your employee telling me it was my fault. ****(manager) said he would send it to your RTM(?) department and they will let me know if I'll get reimbursed. I dont trust that it will get to the right department so that is why im emailing you. Im not sure what they didnt understand. I came to your location to get two things done. I was told you couldnt accomplish one because of a supposed problem with my car (bushing). So I go find out what the problem is. Come to find out your mechanics did something wrong trying to perform the alignment. They created a problem that was never there so I had to pay another repair shop within one hour after leaving your repair shop to fix the problem your guys created that prevented them from performing an alignment to begin with. I had to call out of work for the day because of this

  Business response

  01/27/2022

  
  The Regional Training Manager, *******, has investigated this case.  ******* has authorized a reimbursement for what the customer spent at *********  This is a total reimbursement of $279.90 via check that will be sent directly to the customers address.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spoke with ******* ********* of mavis about my issues. This all started when I had called to make an appointment on 1/5/22. I was trying to schedule a tire mount and balance with new tires I had for my truck. They advised that the ********* ** facility I wanted was busy and I should go to the ******** *** facility in ********** ** because they were clear. They set it up. I went all the way over there to find the tech sitting on a chair on his phone and then a gentleman behind the counter. This was 2 hours before closing. They were not working on any vehicles at the time and they told me it would take too long to do my truck that I would have to leave it overnight or come back tomorrow morning. I was un happy because I was told they could do it, before I even went over there. Then was told they couldn’t do anything. Even though they were not working on anything at the time. So this is when I called ******** to discuss my issue. She then offered a 25$ discount on my next service. So I graciously accepted and thought I might as well make an appointment. Maybe it was just a understanding. I made an appointment with the river rd ********* ** facility for 6pm (1/6/22) they close at 8. I told the tech every detail about my truck the tires everything and was told no problem at all. Got to the location as early as possible about 5:15-5:30 to make sure I give the techs enough time to tend to my wheels. After **** took down all my info as well as the vehicle info and that 25$ voucher that was honored. They were just about to bring my truck in. Then ***** decided the truck was too big (long and/or wide) to fit on the lifts. He didn’t want to do the job. At all. He actually suggested I go to a ********* that has a bigger lift. I have done a song and dance for 2 days with mavis. I ended up going to a different company completely. I just want mavis to pay for the job that was promised so many times. I wasted so much time making appointments and talking with them.

  Business response

  01/20/2022

  
  The Regional Training Manager, *******, has looked into this case.  In order for Mavis to keep our customers safe, if we are unable to perform a service we will always advise to avoid damage or danger.  Due to this the store was unable to perform the work since upon seeing the vehicle it was determined it would not safely fit on our machinery.  Mavis cannot take liability for the cost of the customer’s repairs.

  Customer response

  01/21/2022

  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:
  
  [Your Answer Here]
   That would be completely understandable if the employees didn’t keep insisting I come back at a later time. To give them more time. Safety was not the issue here. I have the upmost respect for that. Unfortunately I was told to keep coming back to have the work done. Every time I went to a store the answer was “ohh sorry we can’t do this by tonight.” My biggest complaint is the absolute insane amount of time wasted with this company. All the phone calls to make the appointments. I was given a voucher to be used basically saying please come back we’re sorry. I accepted and tried to use it because I thought maybe it was just a misunderstanding. I would go over the vehicle make model and size of my vehicle and the size of the wheels and tires to have Mavis’ employees incompetently tell me “yeah sure no problem come on down we can have that done for you tomorrow at a specific time.” Then when I get to the store earlier the scheduled to give them more time just in case. I have paperwork drawn up to find out after wasting more time. For the employees to say “ohh I'm sorry we can’t do it. Go to a ********* that has a lift capable of doing it.” You have to be kidding me that you don’t see a problem with your staff. How is that an acceptable operation of business. Before the customer comes in for a service not once but twice. On two separate occasions. The technicians working on the vehicles should be able to know from all the vehicle information discussed over the phone. That the vehicle will not fit. If they said this in the beginning I wouldn’t care. It’s honesty, shows they know what they’re talking about. That they are competent  “technicians.” I would not have wasted so much time and energy trying to get these tires put on to my truck from mavis tires if I would have been told in the beginning we can’t do your truck in a short amount of time. Your employees are incompetent. That is my biggest issue. Your company is so worried about safety how is that at all safe? Not knowing what the technicians are getting into when they make an appointment with a customer. And blindly agreeing to work to be done. I suppose incompetence runs all the way up the corporate ladder if that’s an acceptable practice of business. That’s a scam where I come from. It’s only right as an apology to compensate the service that was provided. The amount I spent was actually $40 cheaper. At a competent auto shop. It’s not about the money. It’s principal of the entire matter. It’s outrageous.
  
  
  
  
   
  

  Business response

  01/24/2022

  The Regional Training Manager ******* has investigated this matter. The customer was advised that his vehicle was too big for the lift at the location. Our mechanics would not be able to safely service the customers vehicle. We truly apologize for any inconvenience but our customer's safety and the safety or our employees is paramount.

  Customer response

  01/25/2022

  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:

  [Your Answer Here]

   

  I was advised my vehicle was too big 2 days and 2 trips to the facilities after I had already made appointments and attended the facilities! I was given a discount to use on the follow up service for Christ sake. You just repeating what you had already stated isn’t changing any outcome of this situation. Obviously safety is paramount. How are there no consequences for mavis tire company when they have done wrong. Multiple times! In the same week! I can and will repeat this statement for as long as you want to keep playing this back and forth game. This company is ridiculous, so childish and irresponsible.

   

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

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

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 5, 2021, I arrived to the Mavis Tire location at **** * ***** *** ********** ** ***** to have my vehicle serviced. I opted to go to this location because the tire pressure light was on and my vehicle had begun to shake aggressively when I accelerate to high speeds. I’d previously purchased my tires from a Mavis Tire located in *********** ** ***** (I received terrible customer service from this location as well), thus since I believed there may be an issue with my tires and wheel alignment, I deemed it best to take my vehicle where I purchased the tires as opposed to the Toyota dealership where I’d normally go. I advised the Rep of the issue my vehicle was having and he advised that the car needed to be test driven to determine what the issue was. Some time later, the Rep advised that the vehicle was shaking because it needed brakes, struts and rotors on the front and rear of the car. He explained that it was unsafe to drive my vehicle without having these items repaired, which frightened me because I had to drive my vehicle back to Georgia where I live. I explained that although I understood the severity of the issue, I did not have the money to have such costly repairs completed (I left my job in July 2021 and have been in a difficult financial situation). The Rep, praying on the fear for my personal safety, insisted that these repairs must be completed and suggested financing the repairs. I was overjoyed at this option although it costed $1,607.64 and would put me in an even worse financial situation, because I could not risk being in a terrible accident over something that could have been prevented. I applied for the financing and had all of the repairs completed. All in all, the repairs did not correct the issues with my vehicle. I have disputed the matter with ********* ****, who has resolved the issue in the merchant's favor twice and instructed me to resolve the matter with the merchant, but Mavis management as refused to take my call

  Business response

  01/13/2022

  The Regional Director, ***, has investigated this case.  Lee reached out to the customer personally and explained that the services that were rendered on the customer’s vehicle were necessary and warranted.  The customer ended the conversation agreeing with *** on the work they had done on the vehicle.  Even though the customer’s tires are a year old, as a means of customer service and retention, *** is willing to authorize to have four of the same brand tire put on the customer’s vehicle at no cost to them.  The customer will be going to the location in ******* to do so.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I called the local Mavis store for a price quote on tires and was provided a quote of $775 for 4 Kanati MT tires installed (mounted/balanced/aligned). In the store, the manager (*****) was upset the call center provided that price but reluctantly agreed to meet it and gave me a price of $768. I returned 2 days later to have them installed after I didnt have the key for my wheel locks the initial day I had gone into the store. When I returned ***** helped me again and could not find my ticket with the quoted price, but opened a new ticket and came to the price of $762 for the 4 kanati MT tires mounted/balanced/installed/aligned. I received a phone call a coupole of hours later advising me my vehicle was ready and to confirm if I had wanted the alignment or not. I was advised my new total was almost $900. I told them that was incorrect and was told Id receive a call back. A few minutes later ***** called me back and advised my new total would be $846. Being I need my vehicle for transportation to and from work, I paid over the phone and decided Id dispute the amount after the fact so I could get my vehicle back. My key was left in my vehicle with the receipt for me to pick it up as they were closed when I arrived to pick up my vehicle. Upon picking up my vehicle with all the previous issues, the WRONG tires were installed! I was quoted for Kanati Mud Terrain tires and received Kanati All Terrains. The level of incompetence is absurd.

  Business response

  01/11/2022

  The Regional Training Manager ********* has investigated this matter. Customer was charged $846.00, the **** came to $759.00 before taxes and labor. Customer paid less than what was quoted. The tires put on the vehicle were the tires discussed during the call when ordering the tires. The customer did not pay for the alignment and declined the alignment. Customer is due no compensation at this time.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  * 12/23/21 date of issue * total amt. Paid 1,406.00 * location: *** *********** ** ***** **********, ** ***** Business name: Mavis Discount tire Went into this shop to get a new set of tires, have them balanced and a wheel alignment. As far as I knew, everything was fine, I was charged $900.00 total. The next day, a tire pressure light came on, I had to keep adding air in to make the light go off. My car was also vibrating when driving as well. Issues I did NOT have prior to getting serviced at Mavis. Took my car back to them, asked them to check out the issue, only thing I was told was that there was a crack in the valve and they would order the new part and only charge me $45.00, also mentioned that they only have a machine that balances up to 65 mph, nothing over that. This didn't seem right to me, so I made an appointment with the Lexus dealers to check out the issue. Come to find out, Mavis had broke the sensor, tapped it to the valve, never balanced the tires accurately, and messed up my wheel alignment, wrote down that my car was a rear-wheel drive, when I have an all-wheel drive. This place lied about what happened to my vehicle. I had to get everything fixed, an alignment, a new sensor and a new valve. Plus labor...this cost me another $506.00. They need to reimburse me for what I had to get done. They broke parts on my vehicle and used tape to "repair" those things. This is not an honest business, they lie and try to cover up things without the customer knowing. I would not recommend this business/location to ANYONE! On top of that, when trying to resolve this issue, I called to see what could be done, I was told that I would be called back and NOT ONE PERSON from Mavis has returned my phone call. This is unprofessional on so many levels and they need to reimburse me for the additional labor I had to get done and for the lack of effort they put into making sure I had great quality service. This could have turned into a liability.

  Business response

  01/11/2022

  The Regional Training Manager ******* has investigated this matter. Customer was offered the solution to replace tpms sensor at a discounted price, the customer did not accept offer. The customer went to a dealer to have the sensor replaced. The customer is due no compensation at this time.

*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. ↩