Complaint Rating:

Company information:
Sears Automotive
3150 S 4th Avenue
Yuma, Arizona
United States
Phone: 928-317-2400

On Monday, November 2, 2009 Sears Service Center would not remove and rotate tires, with lifetime rotation option, purchased from store because mechanic broke a stud removing the nut. Furthermore, he claims the nuts were put on incorrectly and could not be responsible. Other claim was that some of the studs were not factory studs, and that the tork was different for some than others that could have caused some of the problem. He further stated that there is the possibility that the nuts tightened too much from use. The cost of replacement if broken would be $3 for stud and $9 for labor for each one.

I complained to the manager of the department, Dave Lingman, and he stated the same, and that Sears would not be responsible. I told him that I purchased the tires at this store, Sears had rotated them once, and that nobody else had touched the studs or nuts. Therefore, if they were placed incorrectly, they were by a Sears technician. I, then, complained to the Store Manager, but she could not help me because she stated she knew nothing about mechanic department and did not have knowledge of machanic field.

After I left the Sears store without a rotation, I went to Fisher/Dodge Dealership for an oil change and asked Scott, Service Department, about the situation at Sears. Another mechanic and he stated that Sears Automotive employees are not trained and are very young and make these mistakes frequently. Scott told me that there is no difference for tork for a factory stud product and a parts store outlet except possibly being the original part for the automobile. He had never heard of that occurring when rotating tires.

At this point, I do not know what to do. I really do not like the idea of legal action, but something needs to be done. I will not purchase tires again from Sears. I think the store should pay for someone qualified to replace the studs and nuts such as the Chrysler dealership or refund the value of the lifetime rotation that should be done every 4 months.

I would appreciate it if you could help me in what to do.

Thank you,
Wilbur P. Watson