Sears Tire Center

03/09/2007: Fri 1038: Sears Pearlridge Store Honolulu, Hawaii.

An appointment for tire rotation was scheduled.

A problem was discovered where all 4 tires had uneven wear. Approximately 12,000 miles were on the tires. An alignment was then scheduled and 4 tires were to be replaced under warranty. After the alignment, it was noted that the alignment was way off. At this point, I was notified that the tires would not be replaced under warranty and I would have to pay full price.

I then cancelled the replacement and inquired on the Road Hazard / Uneven Tire Wear option that I had purchased with the tires. I was told that I would still have to pay full price. I asked for a discount and would pay the difference to have all 4 tires replaced. I was told that it was not possible by the salesperson. I asked to speak with the manager but was told that he refused to speak with me and that nothing could be done. I then mentioned to the salesperson that I would not shop at Sears ever again. Although, his inquiry noted that I have been a Sears customer for a long time, it did not matter. My business did not seem to be a priority with his manager.

I have followed Sears’ recommendation for rotating the tires:

1. Tires purchased - 09/14/2005 mileage - 85,974. Michelin 90,000 miles

2. Tire rotation: 04/26/2006 mileage - 90,807.

3. Tire rotation: 03/09/2007 mileage - 97,000.

Per the schedule above, I followed the Sears tire rotation recommendations. I did not notice any out of alignment condition like the car pulling to the right or left when driving on a straight road.

Since I have followed Sears' recommendation for tire rotation (6500 miles) and having purchased the Road Hazard /Uneven Tire Wear warranty, why were the tires not replaced under warranty. I relied on Sears' expertise and recommendation, which I have followed and still was not covered under the extended warranty purchased from Sears.

I would like a clear explanation of Sears’ policy on this type of warranty.

I have sent this message numerous times to the Sear's online complaint email address but have yet to receive any response or any acknowledgement of the messages.

Sincerely,

Ronald

Comment On This

My mother JUST (literally today-almost just now) left Sears with a donut. I had her go to Sears because I purchased a 30,000 mile warrant there. At the time, I spent almost 2,500.00 totaling tires, maintenance, and warranty for her vehicle. This was almost 21/2 years ago in which since, has had her tires balanced, rotated, and she regularly fills her flat tires. They would not cover the warranty. The manager stated that since her car was not maintained there, she could not be covered. The threads on her tires show it was not properly maintained. (R they serious??OMG)

I asked my mother when she first approached Sears Service what kind of questions they asked her. She stated they asked about the maintenance and "how does she know when she was supposed to put air in the tires". I asked her if she answered and she said yes. I informed her that they didn't ask because they cared, but because they were fishing for information so that they can point the finger and say,"Ah-huh! This is not why we are paying for the warranty." Unfortunately, she is not keen on what the objective is for people that go to tire centers who have claims for a warranty. They don't care, although human nature thinks they actually do.

So, now - we are supposed to be tire thread experts? Logic only tells me that 2 years or more on a tire would be reason for change with age and tear. She did the right thing and lived almost the age of her tires. I got the warranty for that very reason. These stipulations are ridiculous and we now have to be tire experts??

Now, my mom went to another tire store with her donut bc Sears could not change one tire. The people in the tire center were nice. Instead of trying to charge her what Sears was trying ($106 + Maintenance - warranty is useless) they only charged $57.00 for one tire. So, needless to say, although my mom drove our of Sears unhappy, she drove into a place that was suitable for her income and time. She was satisfied that there were NO promised warranties, just low prices. I now know what warranty NOT to get and where NOT to go to get my tires done when I need them. Now, I'll just have to find a new place to do car maintenance.

Comment On This

There is no such thing as a road hazard/uneven tire wear warrany. Road Hazard YES, uneven tire wear NO. Uneven tire wear is caused by alignment and it is not the tires fault they are worn due to your vehicle being out of alignment. NO tire will stand up to alignment wear regardless of its warranty.

Comment On This

You know I love Sears. Sears is the only place I buy tires. I've only had one problem with a Sears location and that's in Cheaspeake VA at the Chesapeake SQ location. Now I use the Greenbrier Mall location (Same city). Chesapeake SQ location balance my tires wrong, broke lug nuts, told to they didn't feel like doing to brakes today and that I should come back tomorrow (and this is no joke). WAIT, when they repair the broken lug nut, they put an over size nut back on. I get a flat on my way to GA and don't have a wrench to fit the new over size nuts.