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I have been a dedicated Mavis Tire (81 Smith Street, Nanuet NY 10954) customer for my tires and wheel alignments for over ten years and for the most part have been satisfied with the service for my 28 year old 1993 Honda Civic Ex and 2003 Ford Taurus. In addition to my younger son's 2003 Mitsubishi Eclipse which I just put 4 new Hank Ventus V2 Concept2 tires on July 24, 2018 with wheel alignment at $595.13, my oldest son also purchased four new tires on his 2005 Kia Sorento in 2016. However, my latest experience has been damaged by "Unabated Predatory UpSelling."
What I don't like is paying for balancing tires because I believe if I buy your tires you should be responsible for making sure your tires are safe on my car without upselling me for the service and Mavis customer service has always waived the charge. Instead Mavis included the charge on my son's invoice under "Computer Balance Package" for $39.96 and said they have to bill it that way while supposedly deducting the deference off the price of the tires. I also opt for the tire roadside coverage which was billed under "Make Sure Wheels Fit First" for $48.00 and was once again told they have to bill it that way when I asked why it wasn't billed under roadside coverage. I also noticed after going over my invoice line by line that there is a Total Tax: $45.22 and a Misc. Tax: $10.00. In addition to when I looked at my Honda alignment invoices I noticed Mavis Tire charged me $89.00 for the wheel alignment and only gave me a $10.00 off coupon.
My newest experience stem from when I had new struts and springs put on my Honda and went to Mavis Tire for an alignment on November 4, 2018. At that time, I was charged for the alignment and didn't have a problem and my Honda drove like a new align car should. However, on December 17, 2018 I had to replace my rack and pinion therefore, I made my usual call to Mavis Tire customer service for an appointment and a $20.00 off coupon for the alignment. It was the first time I spoke to this customer service rep who did more talking than listening. After he gave me the usual sales pitch that the alignment was $89.00, I told him I was only going to pay the $79.00 alignment on his website with a $20.00 off coupon. The same as I've previously done and on November 4, 2018. After a brief altercation he gave me the $79.00 price with the $20.00 off coupon after telling me how I didn't have to speak to him that way.
I went back to Mavis Tire on December 20 for my 2nd wheel alignment for 2018. At that time, I was not charged for the wheel alignment because the previous one was still under warranty. However, after driving the car, I noticed it was drastically pulling to the left and the front end was vibrating. So, I went back to Mavis Tire on December 29 for a check on the performance of the pulling and vibrating. What should have been a simple adjustment of my previous alignment turned into me needing a right upper control arm. The same right upper control arm Mavis Tire told me had to be replaced in October 2017 and was replaced by my mechanic along with a left lower tire-rod that Mavis Tire also told me had to be replaced at that time. After this experience I doubt I ever needed the $250.00 repairs in 2017 and was being lied to about this new repair for the same part.
I feel like the alignment done on December 20 was poorly done because I had to hold the steering wheel to the right just to keep my Honda straight. I immediately picked up my car and went to my mechanic to check the right upper control he installed in October 2017 and he found nothing wrong with the upper control arm or my suspension. Therefore, I went to another Mavis Tire (321 W Route 59, Nanuet, NY 10954) where that Rep called the other Mavis Tire (81 Smith Street, Nanuet NY 10954) to verify my claims of poor service and upselling. Long story short after he accused me of not fully disclosing all the problems I was having with my car, I would have to come back during the week for him to check it out. What he was referring to "all the problems" is Mavis Tire (81 Smith Street, Nanuet NY 10954) told him it was my right upper ball joint and he said I didn't tell him about the vibrating. At that point I was pissed and went to Spring Valley Auto (140 Route 59, Spring Valley, NY 10977) that was recommended by my mechanic. Must say I was satisfied and he also found nothing wrong with my suspension and performed my wheel alignment correctly for only $50.00 because of the blatant harassment I received at Mavis Tire. I may have to reconsider where I get my Pirelli tires for my 28 year old Honda after it's painted in the Spring. Remember the best advertisement is still "word of mouth."
"Thou shalt not steal. Thou shalt not bear false witness against thy neighbour."
Exodus 20:15-16 King James Version
"Ye shall not steal, neither deal falsely, neither lie one to another."
Leviticus 19:11 King James Version
"Let him that stole steal no more: but rather let him labour, working with his hands the thing which is good, that he may have to give to him that needeth."
Ephesians 4:28 King James Version
I recently had my car serviced at Mavis Tire in Warwick, NY. There are several problems, including workmanship, honesty, customer service and more, from the bottom to the top as you will see in the following description of my experience. I have given the CEO of the company ample time to respond to my concerns and the silence prevails:
From: guy burton (el_guy01@hotmail.com) [mailto:el_guy01@hotmail.com]
Sent: Saturday, July 2, 2022 12:31 PM
To: csg@mavistire.com
Subject: Rip off
I believe I was ripped off by the upsell. I asked for and believe I needed one passenger side caliper, but was advised I needed two. A brake system flush was a total surprise after the work was completed. Also, two brake rotors were replaced unrequested and unnecessarily. The work I asked for and needed should have cost less than $100 parts and labor. This scam will be reported to Corporate and taken as far as possible. The bill came to $847.63.
Mr. David Sorbaro, CEO Mavis Tires 935 Central Ave Albany, New York, 122050
July 10, 2022
Dear Mr. Sorbaro;
A recent service appointment at your Mavis store in Warwick, NY(store # 0157), I contend, resulted in exorbitant charges for work that was unnecessary and not pre-approved by me.
On Saturday, July 02, 2022 I kept an appointment to have one front passenger side caliper replaced on my 2008 Ford Escape, but was advised it would be wise to install one on the other side, also. Understanding upselling, I did approve. But clandestine business practice is something totally different. No estimate was provided. I thought I knew what cost to expect.
After three hours, when the work was complete, I was presented with an $847.63 bill that was a total surprise, to which I responded, ”Wow! I didn’t realize calipers cost that much. The car isn’t worth much more than that." To that there was no clarifying response. So without my glasses for these 83-year-old eyes, I believed I was paying for two caliper replacements, just what I had agreed to. But after I got home, l had a chance to look over the bill and discovered the additional work that had been done. I immediately called MAVIS Customer Service to report what I termed “a ripoff.”
A brake system flush, brake pads, and two brake rotor replacements were performed without approval. The work I asked for and needed should have cost less than $230 (parts and labor), as listed on the bill. A call back from “Regional Training Manager,” Patrick Holt provided an opportunity to address my concerns to a higher level. Patrick immediately assumed I had “dropped the car off” and had not made myself available for ongoing communication with the service rep. I advised Patrick I was on-site the entire three hours. He then said I should have questioned why it was taking that long if only calipers were being replaced. The inference I got from his words and tone was that I was not as knowledgeable as he is in auto mechanics and that there may be some dishonesty in my claims. His assertion was that I had no legal recourse, since I had signed the bill and paid. The truth is I could have done the required work, myself, if it were 15 or 20 years ago.
Pat offered me a couple of options,one of which was to return to the store and speak with the rep, who, he said, might offer to give me some discounts on future work. I declined that. He then proclaimed, in an agitated retort, he would remove the new parts and put back the old if still available, to which I then said, “yes, do that.” However, he went on to suggest he could review the store video/audio recordings to check the validity of my claims. I agreed to that. He made clear that it would be a lot of work for him. I then summed up what we had discussed, the gist of which was no approval was obtained before the unauthorized work was done. We concluded our conversation with full understanding of my concerns.
After several attempts to reach Patrick, I called and spoke with Cherise in customer service on 7/18/2022 who advised me Patrick had not mentioned in his notes that he intended to review the video and audio tapes at the Warwick location. So after exhausting attempts to resolve the issue on a regional level, I feel it necessary to appeal and address my concerns to Corporate.