Downtown Decatur
Edited: Bad experience. Poor customer service. In the past I have taken my vehicle to the Avondale location but the service was so poor (They act as though you're a nuisance) so I decided to bring it to the d/t Decatur location. As soon as I pulled in the parking lot I saw the representative that used to work at the Avondale location (that was my cue to take my vehicle elsewhere). Against my intuition I proceeded. I had 1 cracked rim and I was having 4 new wheels installed. I was told it would be 2-3 hours. I sat in the lobby, and about 2.5 hours later I was pulled in the back to be told that the wheels did not fit my vehicle. Ok, no problem. The issue however is that a reputable and experienced company should have confirmed fit BEFORE mounting ALL 4 tires on rims. So I had to pay for installation of 4 wheels that did not fit my vehicle. The wheels were brand new, which they unboxed. After unmounting they packed them back into boxes and put them in my vehicle. After paying, I returned to my car to find they had put the cracked rim back on my car (I had driven in with a spare) I brought it to the attention of the representative and he asks "well how long did it take for the tire to deflate?" I responded "I don't know" and he proceeds to say "well just drive it and if it goes flat you can bring it back and we'll install the spare" The following day I go to return the wheels and open one of the boxes to notice numerous scratches on the interior AND exterior of the wheel. I call the store immediately and speak with a manager who requests that I bring the wheels back for inspection. When I get there, she asks the representative that assisted me to join her. They both come outside to inspect all 4 damaged wheels; both of them state "there's no way we could have scratched the rims as our machine/technician doesn't touch that pare of the wheel". I explain to her that all 4 rims were brand new in box when I brought them and they were returned to the box by their technician. The wheels had not been touched other than by their technician. She took photos and said they needed to view a video of tech installing to verify if damage occurred during installation. While I understand as a business they're required to investigate and do their due diligence, their initial response of stating "it was impossible for the damage to have been done by them" I found to be extremely insulting considering the rims were untouched prior to their installation. So to recap... I'm out of $$$ for 4 damaged wheels, still have to purchase correct wheels to fit my vehicle and to add insult to injury, I incurred an additional expense to have someone come to my home to install the spare tire BACK on my vehicle because my tire when flat due to driving on cracked rim. I would expect "Neighborhood" service if they're serving in this community. Edit 11/17/2020 I received a call from the Operations Manager (Elvis Villalobos), I explained the situation and he immediately took responsibility for the damage and offered several options to rectify this situation. After a few days of correspondence we came to a mutual agreement. Thank you Elvis for promptly addressing this situation and making it right. I appreciate your assistance and service.
Shwanna, thank you for giving us the opportunity to not only speak with you but to work together and find a mutual solution as well. We sincerely appreciate it! We also want to thank you for taking a moment to add additional feedback following our coming to an agreement. Please do not hesitate to give us a call if there is anything else we can do to help!
- Downtown Decatur