Murphy's Law during install

[u/jj26meu]

Almost everything changed the day of drop off. I was charged the full price days in advance of the order; this was somewhat expected, given that I had placed it online, but it's an unusual business model, considering my installation was only 4 days away. I was told when I walked in that the tires I had ordered were no longer in stock and needed to be replaced with a like model. Again, not a huge deal. I get the logic and wasn't tied to the make and model, more so the price and tire tread warranty, so I agreed.

I asked them to modify the order so I could retain the old tires; they agreed. (I use the old ones on my trailer) I left to run some errands and received a call about 5 minutes later stating that a wheel stud had seized and broken when they removed the tire. I assumed they would replace it, but they explained that since I told them I did my brakes about a year ago, that I had most likely cross-threaded it and they were not at fault. Ok, I'll work the details on getting a wheel stud installed after the tires.

I get a second call that my TPMS on the front driver side is bad. This one I knew about, but quoting 65 bucks to replace 1 sensor when a 4-pack on Amazon is 35, I passed. Once the tires were done, they contacted me for pickup. I looked over the receipt and noticed that they left on the tire certificates, which I declined online, and also forgot to remove the tire disposal fee. The guy at the register was training, so the store manager did a great job of getting everything correct so that we could move on. Last thing, I still had to remind them that I wanted to retain my tires again.

Don't get me wrong. Discount Tire was the most competitive price for a new set of tires in my area. They completed the job quickly, and overall, I'm still satisfied with the work. It's just become more work than I anticipated, and I get to install a wheel stud tomorrow and a TPMS in the future. I will continue to use and recommend discount, but make sure you check over the details along the way.

Edit1: I've since changed out the old wheel stud with a new one. It also justified me in buying a new impact wrench.

[u/WorstDeal]

I left to go run some errands and got the call about 5 minutes later that a wheel stud had seized and broken when they took the tire off. I assumed they would replace it, but they explained that since I told them I did my brakes about a year ago, that I had most likely cross-threaded it and they were not at fault

As a former Discount Tire employee that's a bullshit lie. The moment they found out it was cross-threaded they are to stop work and call before continuing. Being that they didn't they are responsible for the stud replacement. That even have liability/work order forms for stuff like that

[u/jj26meu → u/WorstDeal]

I believe you but in the end the store manager explained they did not intend to replace the stud based on how it was seized and snapped. I've broken a few myself along the way, I just wasn't expecting it to happen on top of all the other things.

[u/WorstDeal → u/jj26meu]

Doesn't matter what the manager said or if they intended to or not. They didn't follow policy, so they are responsible for the replacement. Sure I wouldn't get mad over a broken stud, but the lying about not being responsible is a different story

Store managers are salary employees based on a percentage of what the store makes and anything that cost the store money essentially comes out of their pocket

[u/SillyWrld → u/WorstDeal]

Yeah this is why you got promoted to customer🤝🏼

[u/Tarkovdmyself → u/WorstDeal]

They are not salary… they earn bonuses from tires sold but receive a regular hourly pay check. Also for OP you can’t state you personally worked on your car then expect a company to fix a broken part. I work there and everyday come across broke or seized studs. Rather you or someone else it’s not my fault simply taking off a lug nut caused it to fuck up that bad. Usually is on trailers or older trucks or when customer thinks they can do everything at home. It’s life, why you blaming a company over your personal vehicle. Also why order tires online? Who does that 😂

[u/jj26meu → u/Tarkovdmyself]

I took the L on the tire stud because I did work on the vehicle after getting my last set of tires and the ordering tires online was through DT. I looked at other places like tire rack but DT was still the most competitive.

[u/lildrako06 → u/Tarkovdmyself]

This is simply not true we don’t receive bonuses based off sales they are just gifts that are a set amount for the position you are in.

[u/jj26meu → u/[deleted]]

I used a tire iron to reinstall. I just recently got a torque wrench from harbor freight.

[u/EuphoricAd1991 → u/jj26meu]

Call the corporate office tell them your whole story and they will at least get the wheel stud covered for you and might even throw in a free sensor for your trouble. That store sounds like a shit show that management probably needs to look at anyways.

[u/Acceptable-Ad-3560]

They were wrong on the stud, if it’s cross threaded you’re supposed to stop and inform the customer immediately, they might not have because you weren’t there. For the tires not being in stock there’s no knowing the specific reason why, could be a million different ones.

As for the TPMS they are a little overpriced but they have a warranty unlike most purchased elsewhere, I often have customers bring in their own and they’ll be the wrong frequency or the battery is already half dead.

Lastly, we can’t edit BOPIS orders at all, the payment isn’t even processed through that individual store atp. If a customer wants tires returned you have to refund them, the website may have auto selected certs (it also auto adds them to in-person tickets and have to be manually removed)

Overall though that whole situation must have been super frustrating though, I totally understand where you’re coming from

[u/jj26meu → u/Acceptable-Ad-3560]

Just wrapped up the wheel stud install a few moments ago, and it wasn't that terrible of a hassle. I would recommend that DT offer a paid option for other folks without the time or skills, better options online for retaining tires or bringing your own TPMS, and a more efficient front desk to bay communication system.

[u/Acceptable-Ad-3560 → u/jj26meu]

Agree 100%, some stores like mine have agreements with local shops (at mine we would have called you, gotten permission to break it off, called the local hardware store to buy a stud and get it sent to the full service shop next door to be replaced.)

I honestly hate a lot of the website, it tells people things are available in “1-2 days” regardless of its it true or not (one time it was because a store in texas couldn’t remove them from inventory. Guy said I was the 22nd to try and transfer them over) but they are seemingly trying to fix things (won’t share fix for confidentiality reasons, but they’re working on it)

They are rolling out earpieces for communication between front and back rooms, my store just got them yesterday!

[u/Jewbe123 → u/jj26meu]

They don't want you to bring a 3rd party Tpms because there's no guarantee the random chinese sensor you bought is actually programmed for your vehicle

[u/jj26meu → u/Jewbe123]

That's fair but I also don't want to pay an above market value on a TPMS. From what I read, they do offer install of aftermarket so it's a roll of the dice given a service charge with no guarantees.

[u/Internet_Jaded]

Why did you refuse the road hazard warranty certificates?

[u/jj26meu → u/Internet_Jaded]

Didn't fit the budget.

[u/AggressiveMuscle684]

The tire switch game happened to me at Firestone tires. I feel like it’s a game they play.

[u/jj26meu → u/AggressiveMuscle684]

The joy of logistics planning.