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I've done oil changes and repair at this shop for a couple of years, reasonably satisfied with its work; but my recent experiences were frustrating due to the staff's irresponsible and dishonest behavior.
My wife and I went to the shop as scheduled on 11/21/19 for oil change and tire rotation. Before completing the service, my wife overheard the technician was telling the assistant manager Don that something "was broken"; Don did not tell us about it and we took the car home, unknown of any issue (she told me later about this overheard thing).
On 11/29/19, I found a nut was missing and stud broken on the driver side front wheel and went back to the shop asking for repair. The manager, Tony, looked at the tire and lifted the car to show me and told me it was broken before they rotated the tires. I had not seen any nut missing before they did the service and was not sure if it was an existing problem. I said if the issue was there then they at least should have told me about it and advise me to fix it. Tony and Don did not responded to my question, only insisting it was my own issue. Don told me it is safe to drive a car "forever" with a nut missing. I asked them to fix it at the cost they charged (they'd give $10 discount of the total $158) but Don told me it'd take "several hours". With a meeting on schedule, I was not able to wait that long and took the car away.
Today (12/04/19) I stopped by at a nearby Good Year shop to repair the missing nut and broken stud. The manager, Mr. Close, checked the issue and told me that the stud was broken very recently, with the surface fresh with little rust or dirt (please see photos attached). He also said most nuts breaking was during tire rotation or due to very old ages of the vehicle (mine was a 2011 Toyota).
So it is clear to me that Mr. Tire' staff had lied to me and refused to take responsibility to fix the broken stud, even tried to make it hard for me to fix it. I ask Mr. Tire management to investigate the case and reimburse me the cost of repair.
Please call me [protected]) about your investigation. Thank you!
Gary Huang
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I took my Tuscon into Mr. Tire for an oil change and within 20 minutes they found 2 other things wrong with it. Rusty oil pan and power transmission leak. I told them to go ahead and take care of it and they gave me a ride home supposedly because it was going to take a couple of hours to fix. Never heard back from them and when I called close to closing they said they had ordered the part and it came in wrong 4 times & would have to keep it overnight. I had no choice but to wait. Next day the same thing but a different excuse for it not being done and that they were waiting for the oil pan to dry and to put the power transmission fluid back in. I was never told till I got corporate involved that the hose had to be replaced due to them. It has now been 5 days and no guarantee that it will be done today. I have been lied to by two different managers as to when I can expect my car back & what is being done to it.