ComplaintsforTuffy Corporate

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction with the service I received regarding a tire I purchased. I am also addressing the verbally abusive behavior of your employee, ******. On June 25, 2024, I purchased a tire from Tuffy. Within two weeks, I began experiencing problems with the tire. It would not hold air and made unusual noises while driving. I notified Tuffy of these problems on July 9, 2024. Upon inspection, Tuffy claimed there was no noticeable issue but instructed me to maintain the air in the tire before sending me on my way. Despite following this advice, the same issues persisted. I decided to seek a refund under the 12-month warranty provided at the time of purchase. Meanwhile, I purchased a replacement tire elsewhere. This process took approximately two months due to research and shipping times. On August 28, 2024, I had the new tire installed and returned the defective tire to Tuffy on August 29, 2024, to request a refund. I was met with rude, disrespectful, and aggressive behavior from ******. ****** stated that I could not get a refund because the tire was not on the car or a rim. I asked how I could return the tire if it were on the car or rim, but he aggressively reiterated that I would not receive a refund. When I inquired about the 12-month warranty and mentioned seeking legal advice, he became even more hostile. ****** became enraged, raising his voice and instructing us to leave the premises immediately and never come back, also threatening to have us escorted off the property. His behavior was completely unprofessional, verbally abusive, and intimidating. Both my mother and I were left feeling distressed, and shaken. For over five years, we have been loyal customers of Tuffy, always paying promptly and in full. To be treated in this manner is deeply disappointing and unacceptable. I’m requesting a full refund for the defective tire, as well as appropriate action to be taken regarding ******’s appalling behavior. ***** & ****** *******

  Business response

  09/24/2024

  Ms. ******* came in with a bad tire, which had blown out.  We advised Ms ******* that she needed 4 tires due to the age, wear, and condition of her tires. She opted to only buy 1. The tire was installed and the DOT number registered with the government. 
  
  
  Several weeks later she came in complaining that we had sold her a used tire. She claimed that the tire had failed.  We told her that she has warranty on the tire and assured her it was a brand new tire. We showed her the DOT registration indicating it was new at the time of installation.  We asked her to let us see the tire she claimed had failed, and she responded "I don't have to show you that!", and then she demanded her money back.  We explained that we have to see the tire and send it to the manufacturer to determine why it failed.  She again said she did not have to do that.  She said she already had the tire replaced somewhere else.  We asked her why she did that when she had warranty through us, and it's even a Nationwide warranty if she happened to not be in town.  All she had to do was call the 1-800 number or bring the tire to us. She continued to claim that the tire was used, the tire was bad, and she wanted her money back.  We told her that without having the tire back we could do nothing for her. We explained that if she bought a toaster at Target and it was defective they would require her to bring the toaster back to get her money back. We have the same requirement: we need the tire back in order to issue a refund or warranty. If Ms. ******* would like to stop by with the failed tire, we will be happy to work with her. Also, I can not comment regarding her assessment of ******'s attitude. I was not there and that is a subjective matter. 
  
  

  Customer response

  10/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Tuffy Tire & Auto Service
  6574 E Riverside Blvd
  Loves Park, IL 61111
  Dear Tuffy Management,

  
  Thank you for your response. However, I am deeply disappointed by the misrepresentation of the situation in your letter, especially coming from someone who acknowledges that they “were not there” I feel compelled to clarify the events to ensure transparency in our communication.

  
  First and foremost, I never claimed that the tire sold to me was used. My complaint was that the tire was defective, not holding air, and causing unusual noises while driving shortly after installation. I promptly returned to your location on July 9, 2024, to report these issues. Your team inspected the tire and found "no noticeable issue" but advised me to maintain air pressure, despite the tire continuing to malfunction.

  
  Regarding your claim that I refused to return the tire, this is entirely untrue. On August 29, 2024, I brought the defective tire to your location and requested a refund under the 12-month warranty. It was at this point that ****** refused to process my refund request, claiming that the tire was not eligible because it wasn’t mounted on the vehicle or rim. This was contradictory and confusing, especially since the tire was defective, and I had already purchased a replacement tire elsewhere after the prolonged difficulties.

  
  Furthermore, ******’s conduct was not just unhelpful but verbally abusive and intimidating. The issue at hand goes beyond a simple product return; it extends to the appalling treatment I received from your employee, which you failed to acknowledge appropriately in your response.

  
  As a loyal customer of Tuffy for over five years, I am appalled by the disrespectful, aggressive behavior I encountered and the subsequent dismissal of my concerns. I expect that your company, which has built its reputation on customer service, will take these matters seriously and address both the refund for the defective tire and the employee's unacceptable conduct.

  
  I would appreciate it if we could resolve this matter promptly. I am once again requesting a refund for the defective tire, which is still under warranty, as well as a formal acknowledgment of the poor treatment I received from ****** during my visit.
  
  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Needed an engine replacement in my 2009 Lexus. Tuffy Tire & Auto located at ***** ** **** **. **********, ** *****. **** quoted $6500. Almost $9000 later I get my car back and they put dog excrement (not solid) on the side and under my drivers seat. I have proof (as it is still there) and can take pictures also. I am contacting the police tomorrow.

  Business response

  08/12/2024

  Good afternoon,

  The complaint has been sent to the franchise owner and district manager for review. Typically, it takes 1-2 business days for management to respond to inquiries.

  With true appreciation,
  ***** ******
  Office Administrator
  ***************
  Tuffy Corporate
  7071 W. Central Avenue, Suite C
  Toledo, OH 43617
  Office: ************

   

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle to Tuffy's in Oswego IL to have various maintenance done to my car including replacing the fuel sensors on May 3, 2023. For a couple of months I notice that the check engine light appears until my gas is low. I took it to Infiniti who mentioned that there could be probably with the fuel sensors. I went up to the shop to speak with Stacey, the Manager, who stated that they would replace the sensors but the items are on back order. I reached out to her several weeks later and Stacey mentioned that she did not know when the items would be in but she would contact me once the items are in. Several months later, I had another diagnostic done at Infiniti which indicated that something is wrong with the fuel sensor. I reached out via email and was told that Stacey was no longer with the company and the new manager did not have a record of this issue. I was contacted in January and was told that someone would contact corporate about this matter. Unfortunately I'm still waiting on feedback. This matter needs to be resolved asap.

  Business response

  04/17/2024

  I can tell you that I spoke to **************** on 4/10/2024.
  
  I apologized for this experience and let her know that there were some management changes. I advised her that we would source the part,
  
  and I would follow up with her on 4/11/2024 once I have more information about the part needed and up to set her appointment to have the part replaced. 

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a disabled elderly woman. I brought my car into Tuffy and told them specifically that the reason I was bringing my car is because it is shaking and hesitating when stopping. They looked at it and told me decisively that it was the motor mounts. I reiterated that it is the motor mounts? He confirmed with certainty that that was the problem and once replaced the issue would be fixed. I agreed to the repair. They called once finished, I went to pick up my car and as soon as I started and back up to drive away the same issue in which I brought the car in for was still present and car sounded very loud, never did before. I went back into establishment and informed them problem isn’t fixed and did they not test?? They had a mechanic ride with me who observed same issue and they requested car be left again to be fixed. Car was never fixed. Manager, **** said he would specifically be the person to look and car and have the issue fixed. Later once I finally reached him he said he looked at it and doesn’t know the issue. He stated it might be coil but I will need to keep driving the car “until it gets really bad” before he will be able to tell. I have drove hours between going back and forth, been given the run around, treated with no courtesy nor are they taking responsibility for fixing something that did not resolve the issue for which I brought the car in for. I brought my car in for a specific reason and requested that issue be fixed, nothing else. They clearly misdiagnosed the problem and now I have to take my car somewhere else to actually be fixed and have no money for it because they have robbed me and basically said oh well, your problem. I have called several other establishments who have said they will be able to diagnose and fix for sure. My car may have many things wrong with it or not but I brought it in to Tuffy to have a specific issue fixed and nothing else. They did not fix what I brought the car in for but took 1537.00 from me.

  Business response

  03/05/2024

  Hi ****,  Here is the response. You may need to correct the value of the spark plugs and any facts I missed.  Then copy and paste it into the BBB site.  Let me know if you want me to proofread it before you send it.
  
  
  Tallahassee Tuffy Response:
  
  ***** ****** is the customer who brought the vehicle in. ******* ********* we believe is the daughter.  The vehicle is a 21-year-old car with 122,000 miles with multiple service issues. When we diagnosed the vehicle, the motor mounts were diagnosed as not operating as intended, causing a bad vibration. The rubber in the mounts deteriorated from age and oil saturation. When the motor mounts stop functioning as intended, this allows the engine to have excessive movement within the engine compartment and causes drive line vibrations and wear on other driveline components. According to the Motorist Assurance Program, this is a required repair to restore the motor mounts to their original operating conditions.
  
  After the repair, ***** returned and stated that she still is experiencing a vibration. This was a misfire in the ignition system of the engine. This was not pronounced enough to cause a Check Engine light condition. As a courtesy to her, we installed new spark plugs free of charge, a $389.99 value. There could be additional items that still need to be addressed, however, this is not a case of misdiagnosis. We simply report the worst conditions first and as you resolve the major issues, the smaller issues surface.
  
  We are willing to work with ***** on a resolution, but a refund is not warranted. The vehicle has multiple issues.
  
  Sincerely,
  
  Tuffy Tallahassee

  Customer response

  03/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  This company is a rip off and takes advantage of women and elderly. It does not matter what other issues the car has, I brought car in for one particular issue and THAT issue was NOT fixed! I have since taken my car to two other places who immediately confirmed what I already suggested was the initial problem and they will be providing a diagnostic write up of the problem. Tuffy simply made a “guess” at what was wrong that did not fix the issue then proceeded to call me and tell me car was ready and fixed without even test driving to ensure issue was resolved. I was then told by **** that since they don’t know what is wrong with car I should just “drive it until it’s almost not driving then bring it back.” Two other places have ran appropriate tests and determined EXACTLY what the problem is and didn’t guess costing me unnecessary money! If Tuffy did not have the appropriate testing equipment to make an accurate diagnosis they should have stated that BEFORE MAKING A GUESS and I would have taken it elsewhere as I I should have! Tuffy DID NOT FIX THE ISSUE IN WHICH THE CAR WAS BROUGHT IN FOR and caused much inconvenience and costs that could have been taken care of later at my discretion. Car repair isn’t a guessing game. It your staff aren’t skilled enough to diagnose correctly say that don’t fix whatever you chose too!! The moral of this company is despicable and unprofessional! 

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

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The last 3 times we have taken our cars in for an oil change, we get a call saying our vehicles are unsafe to drive. They tell me every time someone got in an accident a week before with the same thing that is wrong with what they say is wrong with my car. Last time I was there they mechanic was giving the same spiel to a young girl giving her an estimate for $2800. Lucky the girl called her dad and he told her to leave. Today we go in for a conventional oil change, of course my daughters car is unsafe to drive and needs about $2000 of work. We said no, and he was very pushy. Oil change came to $80 we asked why is was more than the $44, he told us that it was because they used full synthetic. We told him we specifically that we asked not to use synthetic. He said oh ya I wrote that down but they used full synthetic anyway so you can have 50% off next time :/. I would like my money back for the service I did not request. This was an error on their end and they have done the same thing to other customers.

  Business response

  11/14/2022

  ****** is no longer with Tuffy Corporate office. You can respond to my email ***************

  To proceed on our side, we would need to know the location where the customer took their vehicle and a copy of the invoice for the oil change. 

  Here is my contact information - 

  ***** ****** - Customer Service Representative / Operations & Training Administrative Assistant

  Email: ***************

  Phone: ************, ext. ****

   

  Customer response

  11/14/2022

  
  Complaint: ********
  
  I am rejecting this response because: She asked for a location, **** ***** *****, *****, ** ***** so this is in response to her message
  
  Sincerely,
  
  *** *****

  Business response

  11/14/2022

  Good afternoon, 

  The customer has reached out to us via email., and we referred her to ****** ****, as Tuffy Corporate no longer operates the location at ***** ***** ******, *****, **. 

  Thank you, 

  ***** ******

  Customer Service Representative / Operations & Training Administrative Assistant

  Office: ************

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Sept. of this year, I took my truck to Tuffy Tire and Auto to be checked because it kept wouldn't start. I left my truck because the owner stated that he was going to check it. I went back the following morning and he told me that the truck was ready and aske me how much money I had on me and I told him that i left my card at home. He then told me that The repairs were $300.00. I went home went to the ATM got the $300, came back into the shop and gave him the money. He didn't put the money in the cash register like he normally does, He out it in his pocket. I asked him what did he do and he said something simple. I also asked for a receipt, and he told me he will have it for me later. I have yet to receive that invoice. However, I later found out from several people who hang in that area that my car never moved from the spot it was parked in and one of the mechanics stated that no one ever got around to my truck. So the following two weeks my truck acted up again and I had it towed back to this same shop for the same reason once again. This time he stated it was something else and ended up going into debt with a finance company to get my truck fixed. Now once again my truck is back to not starting again and I called them again and the owner told me to bring it this morning and he will take care of it. However after calling him, he stated yeah I am looking at your truck right now (not knowing that my husband was sitting outside his shop at that time) so I asked him why didn't he look at my truck like he said he would since I was the 2nd person there this morning. I was there before any of his employees arrived. He started getting smart, loud and nasty telling me that if I can't wait, then I need to come and get my truck! I am tired of being nice! That is our only transportation for work and he knows this. And there is a warranty on the parts and service. I am not the only person this guy has s****ed over. Fix my truck or pay off the finance company

  Business response

  10/27/2022

  Please confirm what Tuffy store the customer took the vehicle to, type of vehicle, dates the vehicle was serviced, and copies of invoices for the repairs that were made to the vehicle. The Tuffy stores are independently owned and operated; we would take the information provided by the customer and forward to the owner of the shop and the district manager. Please advise. 

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into my local Tuffy in Dothan, AL on 01-15-22. My car wasn't taking off properly. The told me that they would run a diagnostic. They also stated that their diagnostic is better and more accurate that AutoZone. I got so I agreed and I needed an oil change and a temperature sensor. So I got them. On Wednesday, 01-19-22, my car started smoking on the way home from work. I pulled over added coolant to the reservoir and drove off. The fact that the car was already warmed up and I was able to take the cap off should have been a red flag but I was tired from work. I went home. The next morning on my way to drop my son off at school, my car is smoking again. I go to my aunt's house and called Tuffy and told them the problem and they sent a tow truck. Okay I got the diagnostic on Saturday. I had 2 issues. Now on Thursday morning, my car is now registering that I need a radiator, engine coolant thermostat, a cooling system flush, and a cooling system diagnostic all totaling at $1044.94. I was livid. My dad, which worked on naval ships in the navy, said they cracked the housing on the thermostat. They immediately said they didn't. They didn't even move to check to see whether or not that was true. I asked them how is it possible for me to get a full diagnostic 5 days prior and none of this pops up now I have all these issue. ****** (I believe that's his name) tells me that it's a coincidence. I tell them to fix it. At this point, I have no choice. My mom tells me she can order the radiator for cheaper. I told her to call to see if they started fixing my car. She tell me they haven't. Not even 15 minutes later, they send me another bill to reattach the radiator. I called to see what was going on. They tell me that she called after they already took the part out. I told them this must another coincidence. I told them to just finish my car. I called cooperate. They never called me back. It's been over 3 months and still no call back or anything.

  Business response

  05/19/2022

  ***** On 1/15/22 at mileage 202134 customer brought car in for an engine diagnostic due to lack of engine power. upon inspection we  found codes for Engine Temp circuit too high,  Engine oil pressure control circuit stuck off, and cooling system performance. We found that the Coolant Temperature Sensor had come apart, and found the engine was more than 3 Quarts low on oil. We recommended to ******* to replace Engine Coolant Temperature Sensor and to Change the engine Oil. Customer authorized the repairs and we performed repairs, We saw no other issues at the time. On 1/20/22 @ mileage 202441 customer called and stated that here car was smoking and coolant was leaking from the front of car. We had vehicle towed in and checked vehicle out and found that the Radiator split at the seam where the tank meets the core. We recommend to replace broken radiator and recommended the engine coolant thermostat due to the vehicle overheated and flush cooling system. Customer authorized repairs @ 11:33am. Technician started the repair process. At 2:00 pm customer called and wanted to cancel the repairs, but technician had removed radiator. ****** gave her a price to reinstall old radiator, @ 2:13 customer called and wanted us to continue repairs. At 4:40 pm customer was notified that repairs were complete. Customer picked up vehicle next morning @ 9:20 am. Customer states that we broke thermostat housing during replacement of thermostat. we would be glad to inspect and repair the thermostat housing if there is an issue, If customer had to have the themostat housing replaced by another shop, we would be happy to reimburse for the repairs of the thermostat housing.

• Initial Complaint

  12/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I BROUGHT MY INFINITI G35 IN TO TUFFY AUTO SERVICES ON ******* ROAD IN ***** FLORIDA FOR A REPLACEMENT OF A LEAKY VALVE COVER GASKET. ..... THEY REFUSED TO RETURN MY CAR SAYING IT WASNT FIXED YET, DURING THIS TIME THEY SAID THE CAR WASNT RUNNING RIGHT. THEY REPLACED ALL THE SPARK PLUGS SEVERAL TIMES, ALL THE COILS TWICE, ALL THE FUEL INJECTORS, THEY WANTED TO REPLACE THE CATALYTIC CONVERTER (I SAID NO) THEY TOWED MY VEHICLE AWAY FROM THE SHOP WITHOUT MY APPROVAL OR KNOWLEDGE, THEY RAN SEVERAL DIAGNOSTICS ON THE CAR AND MOST RECENTLY WHEN I SAID I HAD ENOUGH THEY SAID THEY WANTED TO SEND MY ECM/ECU OUT FOR A REPROGRAM. BASICALLY THEY STRIPPED MY CAR, PUT SUBSTANDARD PARTS IN IT AND RETURNED IT TO ME RUNNING ROUGH AND MISFIRING ALL CYLINDERS.

  Business response

  02/15/2022

  Business Response /* (1000, 10, 2022/01/14) */ Tuffy resolved this issue per customer's request and fixed his vehicle.

• Initial Complaint

  11/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Had a set of tires I brought in mounted and balanced Friday 11/26/2021 at store #218 17110 Evans St. Omaha, NE 68116. First off took them 2.5 hours to mount and balance 4 tires that should have been my first clue something was up. They are reverse mount rims but this is the 3rd set of tires I have had put on them and they first shop that had issues, on top of that they charged me an additional 15$ a wheel for this indicating they have done them and knew how to do them. Apparently this was not the case. Also, this is the first time I have ever been charged for that. Second I get home my right front center cap is missing, bolts still there showing it was over tightened, check the rest and guess what? 2 more same problem. Third and if it was daylight when they were done I wouldn't have left cause I would have seen them but they scratched/gouged all 4 of my wheels. They should have stopped when they figured out they had no clue what they were doing or after damaging the first wheel. I want a new set of wheels or reimbursement for the cost of a new set of wheels and refunded the amount for the work done for a different shop to mount the new wheels.

  Business response

  01/03/2022

  Consumer Response /* (2000, 7, 2021/12/01) */ The consumer advised the BBB that the business has reached out to them via phone and is scheduled to resolve this on 12/16/2021.

*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. ↩