Goodyear

My name is Terrance. I have been a loyal customer of Goodyear for the last four years. However, at this point, I am very dissatisfied and highly upset at the quality of service and lack thereof caring for the customer that was displayed by the technician and staff at Goodyear Auto Service Center 2164. With an MBA, up to 15 years of experience in the Retail Customer Service market, and roughly 10 years as a General Manager, I would like to believe I have a good understanding of business ethics, integrity, and quality of service. Normally, I only come to Goodyear for all my tire-related service needs. But on this occasion, I decided to trust the company with a service concern that occurred on my vehicle. Boy, did that turn out to be wrong! Four trips to this service facility, one trip to the Nissan dealership for inspection of a leak, and two missed days of work later, here I am. Still unsatisfied and unsure of the quality of service that was provided to my vehicle by the Goodyear facility listed above. With all that said, I would to express my displeasure with my recent service.

TRIP ONE

On 12/21/2024, when I entered Goodyear facility 2164 for my normal tire rotation, wheel balance, and possible alignment, I had another issue that plagued my vehicle, which was a power steering leak. I am very cautious as to what facility I allow to repair my vehicle but since Goodyear facilities,including this one, have been doing such a great job with my tire concerns I decided to give them a try with this service request.

Once in the facility, I spoke with Nahum Rodriguez (who later stated he was the service manager) about my vehicle's normal maintenance needs and the new issue with the power steering fluid leak that I had been noticing on the ground. He told me that he only could provide me with normal tire services because there was only one technician available at the time due to it being so close to the holiday season. He then advised me that he would look into the fluid leak, for possible service on a later date, once the vehicle was on the rack. I agreed to let him proceed. Upon completion, Nahum politely called and notified me that my tire services were done and that I needed a tire. Also, he explained that on the power steering leak issue, it appears to be a power steering line failure. He requested that I bring the vehicle back for further diagnosing but perform a pressure wash underneath it so he could have a clear look at it due to the power steering fluid splatter that was present. I was excited to hear that my problem may only be a line and not an entire rack and pinion as I feared it may be. I requested he give me a possible price estimate on the part and labor for that service, and he stated, it could possibly cost three or hundred dollars. I told him I would clean underneath it and come back after the holiday season. I left the facility feeling confident and pleased with Nahum. I was comfortable with him and his knowledge of the situation.

TRIP TWO

On 01/10/2024, As requested by Nahum, I returned to Goodyear 2164 to have the power steering fluid leak further diagnosed. On this occasion, Nahum was not present at that time. I ended up speaking to a different service advisor named Kenon. I explained to him my recent conversation with Nahum concerning my power steering issue. He explained to me that there would be a diagnostic charge of 80 dollars to check into the leak. I agreed to allow the facility to do the service and update me on the findings.

As time passed, I was called up to the counter and updated on the findings by a different service advisor named Jeff Jacobs. Like Nahum, I was familiar with Jeff and had dealt with him before with a recent tire purchase. Also, like Nahum, Jeff was very polite and professional. Jeff notified me that the technician completed the diagnostic test of the leaking fluid. He states, that upon the technician's findings, they requested a power steering hose and a power steering pump. I was shocked to hear that the power steering pump had an issue because, from my perspective, the leak was only coming from the center of the vehicle where the power lines meet. I never noticed a leak from the pump which is located by the passenger side front tire. Nevertheless, Jeff said he would confer with the technician to make sure of the finding and let me know if the pump was necessary. By this time, the technician had already walked into the showroom, so Jeff didn't have to move. I step back from the counter to allow Jeff to speak with the technician regarding my vehicle needs. While present, the technician confirmed to Jeff that a power steering line was leaking excessively. However, the pump was only "weeping" as they stated. (This is about the time where it all went wrong) I asked Jeff if could we repair the line and worry about the pump later since it's not leaking and just weeping, as they put it. Jeff and the technician conferred and replied yes. I said ok, let's figure up a price. So, on their computer, they discussed which line was the correct one pictured to complete the service. Jeff figures up a price of 263.08. At this point, I feel, I'm getting a great deal, and finally, I will have my leak issue resolved. In the end, you will see, this was not so much the case.

I agreed to have them do the service. I walked home, due to the fact I only stayed less than a mile from the facility. A few hours went by and Jeff called me and stated the job was complete. He states that he noted the possible issue with the pump, but does not feel it will be an issue since it was only "weeping."

I walked back to the shop feeling good inside and confident about the facility and their ability to perform the service. Once back on site, I told Jeff I noticed a drop or two of fluid on the ground as I passed by my vehicle. Jeff expressed that my vehicle was good and ready to go. He said the drops I may have seen were probably coming from the cleaner used to clean the vehicle's undercarriage. Also, he said that if I smelled a scent coming into the cabin it was only the smell of the cleaner(s) used. I then paid for the service and left the facility feeling good. And that's when all *** breaks loose.

TRIP THREE

On 1/14/24, I returned to the facility. This time irritated and upset because ever since I left the facility on 1/10/24, there had been a foul odor of power steering coming into the cabin of my vehicle. Not to mention, on the night of the 13th, I noticed a huge puddle of power steering on the ground coming from the center portion underneath my vehicle. At that time, I was 45 miles outside of the Atlanta area. Scared, now I had to drive back home without the comfort of knowing if my car would break down or what to expect. With my family in the car, I contemplated having it towed, but I chose to drive it home because it was dark, and I didn't want them on the side of the road while we waited on a tow truck.

Nevertheless, as stated above, on the 14, I returned to the facility. There was an unfamiliar service advisor present. I spoke to him and explained my issues with the leaking fluid. He said, "There was only one technician present, and I would have to leave my car overnight or bring it back first thing in the morning." I elected not to leave and bring it back in the morning due to me only living less than a mile down the street. The only issue with bringing it back in the morning is I had to go to work at 8:30 a.m. So, while back home, I drove onto my vehicle ramps. I got on the ground and checked underneath to see where the leak was coming from on the vehicle. I noticed the leak, but I could not see exactly the location because of the tightness between the ground and the car while on the ramps. Regardless, I see the leak coming from the center portion of the vehicle, and I know I must have it re-inspected by the facility the next morning. (Now the inconvenience begins) I decided to call into work and have my vehicle looked at for quality assurance. After all, driving 30 miles to work and 30 miles back home with a leak was not an option again.

TRIP FOUR

On 1/15/24, I returned to the Goodyear facility 2164. Jeff was present, and I notified him of my findings. He assured me that if something was wrong, it was under warranty. He explained he would have the technician re-check the vehicle and get back to me on it. An hour or so later, Jeff called me over the phone. He told me my vehicle now needs a second power steering line. He also goes on to say he feels as though the service may have been misdiagnosed orginally and that he feels bad about it. He also tells me the new line part and labor is around $600. He told me, he would drop the price of the service labor and only charge me for the part which totals out to $331. I'm in total disbelief at this point. (I felt as though the service should have been written off as customer satisfaction due to the misdiagnosis. In my experience at a reputable tire center for roughly 10 years, any time we misdiagnosed the customer vehicle we always took care of the customer. We never tried to still get money out of them by saying we're only going to charge for the part and not the labor. We just ate it and moved on) Due to the circumstances, I knew I had to have the vehicle fixed because I needed it for work. The economy is already tough and I work two jobs to make a living for me and my family. I tell Jeff, how dissatisfied I am with the service provided. He tells me how bad he feels also. He assured me that he would make sure to see this service through because the first time he only took the word of the technician and did not follow up behind him to ensure the service was done correctly. It was at that point, while disappointed and feeling like I just got robbed without a gun, I agreed to let the facility fix the line.

Once completed, I arrived back at the facility for pick-up. I walked by the vehicle and noticed a few drops on the ground. Deja vu! I tell Jeff of the drops I see outside on the ground. Like the last time, he tells me it's cleaner. (Never did he go outside to check and confirm) He goes on to tell me he saw this service through and he ensured quality. I pay the price and leave the facility. I make it home and park the vehicle. I notice more fluid coming from underneath. Discouraged, feeling robbed, and overall dissatisfied, I called Goodyear Customer Service. I ended up talking with a gentleman named Gary about all that I wrote above. He asked me to go back to the shop. I told him I don't feel comfortable dealing with that facility again and I'm borderline not feeling comfortable with Goodyear as a whole for service. He goes on to tell me, "From his experience, sometimes when one part goes bad it puts pressure on another part that may be weak." I look at the phone like I can't believe he just said that. It sounded like a bunch of covered-up CRAP to me at that point. I asked Gary can I just go to another Goodyear facility nearby. He said yes and proceeded to find one nearby. He placed me on hold and spoke to a person by the name of David at the Chamblee-Tucker Goodyear location. Gary told me to reach out to David and set up an appointment for a re-check. I followed up with David, However, he said for me to bring my car in a day later which is/was the 17th because it would be better for them at that facility. (total disregard for my convenience and my issues). Now I have to take off another day of work because I'm still leaking fluid and have to wait a day to get my car looked at. Shame on Goodyear.

DEALERSHIP TRIP

On 1/16/24, I decided to just get my car checked at the dealership. The one place many people try to avoid because of the extreme prices of labor and parts. Once there they pulled my car into service bay and racked it. Immediately they come to the waiting area to show what they are noticing. (Never once did Jeff or any staff member at Goodyear do this process) The dealership technician shows a fluid leak that's underneath my car and where he feels it coming from. He showed me that my reservoir was overfilled and required a drain and fill. I asked him about the power steering line but he stated for liability reasons he was not going to touch it because the work was performed by another facility. Well, long story short, they cleaned the undercarriage of my vehicle and placed my fluid level back to manufacturer specification. $250 more dollars later my vehicle is dry of fluid and my levels are up to specification.

I then called back to Goodyear Customer Service and spoke to a woman by the name of Beth. I explained exactly in detail all occurrences with my vehicle. I also explained to her that the dealership had emailed me pictures and a video of the wet undercarriage coming from the fluid Goodyear had topped off incorrectly. I was ensured by Beth, that since Gary was the person dealing with my file, he would be the one to follow up. However, at this point 1/17/24, no one has follow-up. The only follow-up I received was from Jeff. He called and asked me to bring my back in for a warranty check. I explained to Jeff what was going on with my vehicle and how much I was displeased. Also, I explained that I spoke to Gary and he told me to have it checked at another location.

IN SUMMARY

I feel very cheated in this entire ordeal. I feel as though it was not handled correctly and that I should not have to nor to I want to, go back to another Goodyear to sit and wait for my car to check for a fifth time. I repeat, a fifth time. I've missed two days of work already and now my bank account is roughly $850 less. ($263.08 from invoice #72344, $331.80 from invoice #72448, and unnecessarily 248.45 from the dealership due to Goodyear's mistake)

If the service was too much for the original facility to handle then I feel they should not have taken it on. Never once was I shown a bad part while my vehicle was on the rack at facility 2164. Therefore, I can't tell what was done to my vehicle. But now I'm receiving a call by the original facility, to come back in and we can look at it once it's the rack. Really! NO NO NO, thanks but NO thanks. Goodyear is supposed to be a reputable company, that provides quality service, with honor, and integrity. Where is the quality and integrity in all of what I've been through? "Protect Our Good Name," is the Goodyear slogan. Well, the hired help needs to be retrained to do so because they did not do so in my case. I'm sure with the multitude of Goodyear stores nationwide, all of them are not inexperienced. But, one can rest assure, I will definitely tell my friends and family of my experience. I will encourage them not to take their vehicles to a Goodyear facility after my experience.

"Goodyear Tire Promotions" rejected my rebate on 4 eligible Goodyear Eagle Sport A/S tires. I did an online chat at the Goodyear website with a Goodyear Employee to verify that I would qualify for the current Goodyear tire rebate promotion advertised on the Goodyear website PRIOR TO buying these tires and having them installed at our local Sam's Club on 10/31/2023.

What I received was a Trick, not a Treat.

In that chat, I was told by this Goodyear Employee that those 4 tires I wanted to purchase at Sam's Club would qualify for the current Goodyear tire rebate offer promoted on the Goodyear website.

I took a screenshot. Specifically, I was told I would qualify for a $150 rebate if I made the purchase with the Goodyear credit card or $75 if I paid by any other method.

This confirmation made me decide to buy these Goodyear tires. However, what Goodyear doesn't tell you is there is a "secret list of participating dealers" that Goodyear DOES NOT SHOW ANYONE on their website until AFTER you have purchased the correct tires and then apply online for your rebate at the Goodyear website.

When you start the rebate process on the Goodyear website, first you have to upload a copy of your purchase invoice, meaning you have already purchased and installed the specific model of Goodyear tires that are eligible for rebate (like I did). In step 2, it asks "Where did you buy your tires?" and you are shown a list of tire dealers according to the zip code you enter.

If your Goodyear "authorized dealer" is not on that list, then your rebate is going to be DECLINED because your dealer isn't on this Mystery List of "participating dealers" that nobody is shown PRIOR TO buying and installing Goodyear tires.

Personally, I believe this is a "Bait-and-Switch" method of deceptive advertising that is illegal under the FTC Act of 1914 and by law in many states. In other words, I was lured into buying these rebate-eligible Goodyear tires by the promise of a post-purchase rebate advertisement on the Goodyear website. Then, after the purchase and installation of the correct tires, my rebate claim was denied.

These are GOODYEAR TIRE REBATES, not Sam's Club (or any other tire dealer) rebates. They are paid out in Goodyear Physical Visa Prepaid Cards or Goodyear Visa Virtual Cards.

On the rebates page of the Goodyear website, it specifically states "Buy tires. Get rebates." It also lists the following 3 steps for collecting your Goodyear tire rebate.

1. Purchase rebate eligible tires.

2. Gather needed items to submit your rebate.

3.

Redeem your rebate.

I completed these 3 steps and still had my rebate denied by some outfit going by the name of "Goodyear Tire Promotions", which is really a company called 360insights. After the initial rebate rejection, I replied to Goodyear Tire Promotions and included a screenshot of the chat I had with the Goodyear Employee showing the exact moment I was told my Sam's Club purchase of these eligible Goodyear tires would qualify for the current Goodyear rebate promotion.

In just 4 hours I received a second rejection stating, "Your rebate was declined as your dealer was not eligible for the rebate program." Again, this secret list of dealers is not disclosed on the Goodyear website prior to the purchase of rebate-eligible Goodyear tires.

So I caution everyone who is considering buying Goodyear tires that are advertised with a post-purchase rebate.

I bought the right tires and had my rebate denied TWICE. I will be filing complaints directly with the FTC and the Governor's Office of Consumer Affairs in our state.

Consumers should be protected from deceptive business practices like this, and I will do my best to spread the word online to warn others about what Goodyear is doing here, specifically because Goodyear Tire Promotions sees nothing wrong with what they are doing and will continue doing it until they are forced to stop.

Had the company truck on Friday last week I brought it in for tires the fleet company approved the new tires they did not have the tires in stock so they told me it would be done on Saturday. That did not happen did not get the tires on Saturday no problem.

Called on Monday tires in but they cant do the tires. Told me to come in for 2:30pm on Tuesday did not get started on the truck until 3:30pm when you told me that it would be taken care of as soon as I get to the shop not acceptable will not be coming back to Goodyear you guys take care of my personal vehicles also with this customer service today not again

My wife took her vehicle to Goodyear for a flat repair. They told her she needed 4 tires on tires that were barely 3 years old because they said they couldn't repair the tire.

We told them that she had Road Hazzard warranty. They said they couldn't just replace 1 tire because replacing 1 could possibly damage the transmission. I said we would sign a waiver because we were not gonna buy 4 tires. They said they was not gonna do it.

So I told them to air the old tire up or put the spare on and I was gonna take it back to the Goodyear affiliate store I bought the tires from and also where I used to work at. Got there and they were willing to replace the tire but I didn't need to because they were able to repair it.

I purchased 4 Goodyear tires from NTB and was supposed to get a $50 rebate/ NTB provided me a single document, the invoice, which they informed me had all the required information on it. I submitted the rebate on line and it was denied stating they needed more information...the same information that was already on the invoice I submitted.

So I resent the invoice after making sure all the information required was highlighted. That was denied and I was told I needed to send more information before a specific date or the rebate offer would expire. I have no idea what information is needed so guess they wore me down and won. Never again will I be suckered into using a Goodyear rebate.

And shame on Goodyear for not working with the dealerships for the submission of the tires they have proof of purchase for. Just a scam to wear down the customer.