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.

I went into Goodyear today to get a state inspection and an oil change. I was charged triple the price for an oil change and triple the price for windshield wipers that they said I needed or they would fail my inspection.

I paid over $120 for an oil change that usually costs me $45 and wiper blades for $60 which are usually $20. I was told to sign my name to this completely blank computer screen before anything was started so Im not sure if they are scamming people into consent for services provided. They claimed all of these services I needed even though these services were just fixed by my current car place with proof of receipts.

This place feels like they are robbing people blind and I dont know how they can continue to operate legally. Im writing to every single place I can find today and sharing my experience I feel like I was taken advantage of and was not allowed to tell them no beforehand because they performed all the services without verbal consent

I am so beyond pissed good year is one of the most disrespectful place to ever take your car to we purchased four new tires four months ago and the alignment on my Boyfriends truck had messed up the two front tires so when we called, we bought four new tires that cost $1575 and they put them on for us and we told them that we wanted the old tires because they were damn near brand new and we paid $1300 for them and theyre the ones who put them on so they know that they were new and they decided to drill holes in the side of the tires and throw them out and now the guy the manager on the phone will not do anything for us told us *** outta luck and hung up in my face said im not doing anything for you please just everybody share this one time I would really appreciate it. We got beat out of a lot of money and they wont do anything to help us out. This is *** and i will plaster them untill something is done Goodyear please share

I was assured by the service associate that my vehicles problems which included the coolant leak, oil leak, and mis-firing of the vehicle could be fixed, I was re-assured repeatedly. Unfortunately, after spending a large amount money to get my vehicle out of the shop with little or no repairs adequately performed because my vehicle still mis-fires, and I still experience leaks and the check engine light they were unable to switch off.

I believe this job was badly performed.

I had to take the vehicle to another shop only to discover that Good year did a poor job, I have receipts to prove. I give it a very poor recommendation.

My visit to the Good Year. I when to aliment and balance my 2014 Honda.

Fast call back from good year, is ready and 190 dollars after, everyone happy. Driven, soon after and is going all over, so I call back and yes bring it back. After fast time, I had 3 bent rims and an almost wheel baring out. Great, but why I just heard from you that all good the first time.

I let them know, and I took my car to another reputable shop, and it was out of aliment. I have a new completed report. So sad but no way to business. I am a business owner for 26 year and when me or my team do anything not good, I owned and we fixed it.

It is not personal, great people but come on.

Take care of what you do guys. I hope it does not happen to you guys.

I had a problem with my rear back tire; they inspected it and informed me I needed a new sensor. They came out and told me a price, and I agreed.

Ten minutes later, they came back to inform me my right rear tire was blown and I needed a new one. I ended up agreeing to buy one tire from them, and they would put a sensor on the front right side and on the new tire. New tires automatically come with a sensor; they screwed me there. Ten minutes after agreeing on that one new tire and two sensors, I got up and informed them I wanted to keep my tire that is bad and asked them to put it in my car.

When I asked for my tire that was bad back, the front desk guy looked shook up and repeated what I said twice just to clarify. He then went in the back for a good four minutes. After I told him that, 15 minutes went to 45 minutes until they'd be done. Yesterday I had one new tire, right rear side, put on by Goodyear, and one sensor put on the front passenger side.

These *** put someone's old tire (Michelin) in my trunk and replaced my tire that wasn't even being messed with on the rear driver's side with a (Michelin) tire. I had all (Accelerata) tires and I have pictures and receipts from when I purchased all four! I want my $308 refunded to me; you guys are a bunch of crooks and love to get over on women! I called corporate yesterday, and he pretty much sided with the store and informed me they wanted me to go back up there to explain what I asked them to do, which is a lie!

You have some crooked-ass workers at Goodyear, Lansing, MI, on the west side of Lansing. I need my money back and that front desk guy fired!

I actually never used the old card because the tire store price matched the rebate. But here we go...

The original card was cancelled. I called; they couldn't renew it and said to sign up for a new one. I filled out the account form and was approved – had a new credit card number. Tried to add it to my current Goodyear login and it wouldn't work without the security 3 digit code.

Called again - was given a 'temp' 3 digit code. Tried it; it failed. Then, I was told I'd have to wait 30-60 minutes because my account was flagged for failed logins. Waited 90 minutes and tried to add the new card again: nope.

Called back in again and the rep tried to get me to go to a different website – I swear it was a scam site. Got pissed. Told her to get me a supervisor. The supervisor got on the phone and told me I'd have to wait for the card to add it to the website.

These people are idiots and may very well be scammers.

It's not worth the $200. Hello, Michelin.

Good morning Good Year Team,

I'm sorry to be writing this feedback under these circumstances, but this morning I had an emergency due to the severe weather conditions in South Florida, so I went to one of your stores located at 300 SW 172 ST, Pembroke Pines. Unfortunately, the manager there was taking care of customers and the way he addressed my situation was really unprofessional.

The issue was related to the splash or bottom part of my Mini Cooper. I know that you guys don't fix this, but my request was to attach some tie racks in order to prevent any damage to the vehicle, regardless of the price. He was rude and disrespectful, so I decided to call my insurance and waited 2 hours for a tow truck to take my car to another center to get this done. His name is Francisco and I will not be going back to that store anymore.

Thanks for your attention and support.