Menu
Login
From: Carlton Moore, CM November 5, 2023.
To: Daniel Krauss, Vice President, Mavis Tire & Brakes
Re: Lack of Customer Service (Tire & Rim Damage) 2019 BMW 530i
Mavis Tire & Brakes #865
4385 Ogeechee Road
Savannah, GA, 31405
I am writing this letter regarding my most recent experience with Mavis Tire & Brakes. It is not often that I find myself writing to a corporation about a complaint, but this is inexcusable. The lack of customer care over the last 4 days is what I will be addressing. I made an appointment on Wednesday November 1st, to have my rear tire plugged. However, I was told that because the tire was a run flat that it couldn’t be repaired but needed to be replaced. I was then asked by one of 1 of 2 young ladies working that day if I would like to order a tire because the tire I needed was not in stock. I agreed to order the tire and made another appointment for Friday November 3rd, 3:00pm.
On Friday I arrived at Mavis for my tire replacement. The lady behind the counter told me that the truck would arrive that day at 5:30pm. Moreover, she told me I could wait, but I would be waiting for hours, and she would rather not have me waiting for so long. She also said that she would give me a call once the tire arrived later that day. At this point I had already taken off work to receive the service. I returned later that day at 5:25pm and was met by Dustin who stated that the tire truck comes at 6:00pm on Fridays at closing time. He went on to say that he was sorry for the inconvenience, saying he would give me a discount for my troubles suggesting I come back Saturday morning. I asked what time they opened on Saturday, and he said 8:00am. Agreeing to return on Saturday I wished him well and went back to work.
Saturday November 4th 8:30am. I arrive at the Mavis (3rd day). Walked up to the counter and was asked if I would be leaving my car and I said no I will be waiting. Dustin said, “well none of my technicians came to work today so it may be a while”. Now he received a call from another staff member who apparently went to pick up a technician from his home and was on the way to the shop. I breathed a sigh of relief knowing that someone was on the way to install tires. I waited over 4 hours for one tire to be installed on my vehicle. During this time both Dustin & the lady who told me to come back the other day at 5:30pm made & received several personal phone calls while telling customers they only had I technician working today come back either tomorrow or leave their vehicles to pick up later today (Not the customers fault you have no staff). While I sat there in the waiting area in amazement. Finally, after paying for my tire replacement with (no discount) for inconvenience. I ran some errands and went home frustrated. Saturday evening, I noticed a bulge in the replacement tire and damage from the installation of the new tire to my rim. After further examination the bulge was covered with rubber glue and visible wheel rim chipping damage (photos enclosed).
Sunday morning 11:00am November 4th (day 4) of inconvenience I went back to Mavis to point out the damage to my wheel and tire. Dustin looked at it while on the phone speaking to someone the entire time. The lack of unprofessionalism during this ordeal speaks to a lack of training, accountability, and hiring the right people for the job. However, Dustin did promise to call me later today and make things right by ordering a new tire & repairing the rim damage. He said this while still on the phone never hanging up to professionally address my overall 4 days of hell at Mavis. At this point I am trying hard not to post this to many social media sites or report my experience to the Better Business Bureau. Hope to hear from someone one real soon….
Regards,
Carlton Moore
Cell# [protected]
