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Sears Tire & Auto Centers

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Every city and town across America is jam-packed with independent auto service centers. It doesn't take much shopping around to find one that is competent, honest, reliable and courteous. Or you could just abandon your car to Sears Auto & Tire Centers and hope for the best.

Jason of Peoria, AZ September 8, 2009

On 8/30/20009 I purchased 4 X 275/60/20 Hankook DynaPro ATM RF10 tires online at Sears.com (though ultimately I did speak with a live representative on the phone for the actual purchase because the online facility was not working correctly). Because the online associate advised me that due to the size of the tire it would be a special order, requiring payment in full, I agreed to his terms and paid in full (881.25) for the purchase. I also purchased an install of the tires, a 4 wheel alignment, and setup an appointment with Sears for the install on 9/10/2009.

On 9/4/2009 a representative from Sears (Mr. T. Marsh) called me and advised that my tires were in and that I could come in and get them installed when convenient so I went there after work on Friday to have the work done. Upon arriving at the Sears location Mr. Marsh re-calculated the purchase for some reason and advised me that I owed him around 1100.00. When I asked why the price difference he advised that he wasn't really sure but offered 3 possible solutions.

1) Taxes were not added in the online price. 2) I had not been charged for the alignment. 3) The price for the tires that I received online was simply a quote and did not indicate the actual price of the tires, even though I had paid in full for them previously. Not only did he re-calculate the total bill, but wanted me to pay the full 1100 right then and there, not even taking into consideration that I had already paid the 881.25.

Initially I gave Mr. Marsh the benefit of the doubt, assuming that we would be able to work it out and agreed to pay an extra 69.99 for the alignment as I couldn't readily assert from my online confirmation where I had in fact been charged for the work because the confirmation email was not itemized in any fashion, but I got very frustrated when Mr. Marsh and another of the Sears mechanics tried to tack on more money for the tires I had already purchased by insisting that my vehicle required high pressure valve stems since they apparently had my truck listed as a GMC Sierra 2500 on the online confirmation, which would require the costly valve stems due to the extra weight of the vehicle; however, my vehicle is in fact NOT a GMC Sierra 2500 it is a GMC Sierra 1500 which does not require high pressure valve stems. At this point (45 minutes into the transaction) I pleaded with the Mr. Marsh to simply cancel my order and refund my purchase price so that I could take my business elsewhere.

At this point Mr. Marsh insisted that he would have to charge me a 15% restocking fee for shipping the tires to the store (which would amount to around 135) regardless of the reason for the refund because, he said we have to make some money on the deal, because we paid to ship the tires to this store for you so even more frustrated I advised Mr. Marsh that I would deal directly with Sears online in this regard to see if they could straighten this out and left the store.

That evening I drafted an email to Sears's online customer service which then prompted a phone call from Mr. Marsh on 9/5/2009. During this conversation Mr. Marsh advised me that they had discovered the glitch in the computer system and that he was not sure what had gone wrong but, they had seen where I paid for my install and alignment, and that they were now able to see the correct price for the tires and agreed that I did not owe them any more money outside of the 881.25 that I had already paid in full. Mr. Marsh asked me to come down and drop off my truck on Sunday 9/6/2009 for the work to be completed.

Upon arriving at the Sears location again, Mr. Marsh claimed that Sears.com had in fact OVER charged me by about 50.00 and that I was due a credit to my American Express card for the oversight. I advised him that I was not interested in the refund (because, honestly, I thought it would just complicate issues more) and that I simply wanted my tires and alignment done. Around 12:00 my wife and I dropped of my vehicle and went to lunch while we waited for the work to be completed.

Around 12:30 Mr. Marsh called my mobile phone and advised that they had ordered the wrong tires, and that the tires they received would not fit my truck at all. I told Mr. Marsh that it wasn't a problem if they could just order the correct tires for install at a later date, and that I would just come and pick up my truck in the meantime. Upon arriving at the Sears location again Mr. Marsh advised me that Sears did not even carry tires that would fit my truck in Hankook tires (though they had them on the internet and I had ordered them from an individual at Sears.com on the phone, who advise that he would order them specially) and that he would have to contact Hankook directly to see if they could sell him some tires but the price would be considerably more than what I had already paid.

In fact, Mr. Marsh told me that they would be MUCH more expensive, but he couldn’t tell me how much more because Hankook was closed for the holidays and the earliest he could get them ordered would be Wednesday 9/9/2009, Which would not work, because at this point I need tires badly. Mr. Marsh simply kept pointing at the Sears.com item number on the invoice as to insinuate that I had somehow ordered the wrong size tires.

Frustrated, I again pleaded with Mr. Marsh to process a full refund so that I could take my business elsewhere. To which he automatically replied that he would have to charge me the 15% restocking fee and that he would not consider waiving it regardless of whose fault the errors were. Mr. Marsh also advised that it was never a good idea to order tires from Sears.com, and that if I wanted tires I should have come to him in person to get them. He also advised that this was the first time he had done any business with the online people and that he wasn't surprised it had gone wrong.

So, for the second time I left the store angry and went home to contact the online customer satisfaction line. Upon contacting the online forum, I was instructed to wait 2 business days to give the manager of the store an opportunity to resolve the issue. I wrote back to the online forum and advised of my entire ordeal and advised that I had waited much longer than two days, to which they again instructed me to wait two business days.

To date, customer satisfaction now refuses to contact me directly via phone, they refuse to escalate the matter and insist that I provide the store manager from the Sears location an opportunity to deal with this issue, even though he has failed to do so thus far. I will lose 135 due to an error that I didn't make

Pat of West Winfield, NY August 23, 2009

Going in to buy 2 tires (only) and have them mounted. Looking at the website they had 2 IDENTICAL tires...for 2 different prices. Of course the lesser one was not available, and I could not get an explanation as to why/how 2 tires same size, same make, same everything would be almost 40.00 dollars more!!!

Anyway, we chose our tires, and when given the full price of approximately 450.00...I asked for a breakdown in charges. Included in there was some weird warranty, that was simply assumed that I wanted for 30.00 and the alignment..which of course with new tires I would need...I told them no on the warranty business, and to NOT do the alignment until I had seen the numbers. We were then told it would be one hour to a hour and a half tops until completion. Fine. Naturally we were in a mall, so we could 'kill' an hour...So at 1 hour and 45 minutes we returned to the auto department to find our vehicle had JUST been put on the lift.

We were told 'they are working on it now', and when asked how much longer it would be we were told it depended on what they found...Mind you with having two tires replaced, I wouldn't think they would be looking for anything! Anyway..to make a long story short. They tried their darndest to charge me for the alignment, which I didn't need...and it took yet another hour and 10 minutes. Total time over 3 hours to get 2 tires changed! Then they tell us 'well, we are short handed'..That is all well and good, but tell me up front don't try to make it seem like nothing is wrong. We ended watching them through the gallery windows, and I must say, that both of them (only had 2 guys working) really seemed to know what was going on. It would have been nice if they had just been up front, and I would not have had a problem...not assume I wanted a warranty or assume I would want the alignment...they would have made another 110.00 dollars from me, had I not been paying attention.

While checking out, he printed out a new invoice of what I paid for, and when I signed for it, had to press him for a copy of the one I signed! I then asked his name..and for the name of his supervisor and when he would be in. This poor boy was visibly shaking by the time I left, and I never had to raise my voice. It will be the last time I deal with Sears automotive. Be Very Aware, and make sure you get a breakdown of services they are trying to do. Look at other consumer reports..I wish I had prior to going there.

Charles of Atlanta, GA August 23, 2009

I purchased 4 Goodyear tires at Sears about three years ago for my Jeep Liberty for 533.00 plus extras and road hazard. At 26K miles I went in with air leakage. I have had the tires rotated every 5 to 7K miles as instructed. When I went with the constant air leakage problem they told me I had dryrot on three of my four tires. Sears said that was a tire defect and they would only allow 25.00 if I bought new tires. My warranty is for 40K. Sears said Goodyear would only allow the 25.00. If this is the case, I will never buy for me or my family, nor will I recommend Goodyear, which I've used most of my driving life.

Cynthia of Pittsville, MD August 22, 2009

When I bought four new tires at Sears Auto Center it included free tire rotation . On Aug. 21 2008 I took my smooth , quiet riding car in for this rotation and purchased wiper blades .When the car was finished I drove away . There was a squealing noise on the right side front and back . I went back very upset and told them "something is terribly wrong with my car and it wasn't like this when i brought it in ." Brandon an employee heard the noise when I pulled into the parking lot and said he didn't know what it could be , but someone would look at it again . Well the outcome was it's my brakes ? I said the car was fine when i brought it in here .

I wish I never went in this place . I told them just put the tires back the way they were.I wanted to get out of there so bad it was now after 7:oo pm . The noise from the back is somewhat better and the front tire still squeals . I got in my car cring , while the assistant manager , Heather Ewell was smiling the whole time . Now I have to take my car elsewhere to have it checked or trade it as a clunker because it sure sounds like one . How can something so simple go so wrong ? I want answers ...

CAROL of GILBERT, AZ August 16, 2009

I purchased 4 new tires for my car 11/2008 from Sears. I took my car back to Sears Automotive when I discovered a nail in one tire on 8/13/2009. I spoke to an employee named Mr. Lucas J. Mr. J had an errogant attitude to say the least and nearly ridiculed me for not buying the "hazard insurance" Sears offers at time of tire purchases. Mr. J told me he needed my car for at lease 2 hours to repair the nail hole with a plug and that would cost me 20.00.

I waited the 2 hours, went back to Sears for my car and Mr. J was excited to tell me my tire was unrepairable and dangerous. Mr. J along with the employee who worked on the tire both told me there were 2 holes in the tire at a diagonal direction and the tire was destroyed. Mr. J agressively demanded I purchase a tire at that time. I told Mr. J I was not purchasing a tire from him and I wanted my tire put back on my car.

The employee did put my tire back on the car and I left and intended to have my tire looked at by another professional the next day. When I entered my car the smell of body odor sweat was unbearable, I pulled my car over and opened all my windows, doors, the moon roof and I got out of my car for 30+ minutes. The smell was unbelievable. We are in Arizona and people who work outside all day sweat and stink after 8+ hours a day in 115' heat. Doesn't Sears have a policy to care for their customers property? What about covering my sheep skin seats with plastic like my Car Dealer does when I take my car in for any and all services.

The next day, 8/14/2009 I took my car to Costco Automotive and had them look at my tire. Guess what.......NO hole in the tire-the tire was in perfect condition-no plug needed-the employee told me "the nail was barely in the tread and there was no damage to the tire at all." I was in and out of there in 20 minutes. I have a receipt from Costco Automotive with the diagnosis.

This upsets me,I did not need a new tire and I feel the Sears employee, Mr. Johnson tried to intimidate me and scare me into buying a new tire I did not need by stating my tire was destroyed and dangerous to drive.. Mr. J was unprofessional, unexperienced, intimidating and errogant and I do not appreciate the sickening body odor smell left in my car by their employees.

Jonathan of Los gatos, CA August 14, 2009

Quoted hour and a half for warranty tire rotation & puncture repair. Three hours later punctured tire put back on vehicle because tire was irrepairable and replacement not in stock. Told to go to different Sears.

Staff very inconsiderate. When I asked to speak to the manager was told he was in a meeting & there was no phone number he could be reached at.

Cynthia of Guilford, CT July 26, 2009

Middle of April I brought my car 2005 Chrysler 300C to Sears Automotive Center for 2 front tires and an alignment. Was told that the alignment was done and the tires could not be done then. I was told that the tires could not be installed as I needed new lug nuts and Sears did not want to take the tires off to find out that the tires could not be put back on the car. As requested by Sears, I purchased new lug nuts and brought the car back to have the tires installed to find that the lug nut was hammered either chemicals or heat were used to get the lug nuts off and as a result of this my rim was damaged. The finish on the rim showed that either the heat or chemicals damaged the rim. Still no tires were installed and left with damage.

Went back to Sears with my husband about 4 days later and argued with the assistant manager Willie who insisted that his technician would not do this.. My husband and I showed him the damage to the lug nuts and the rim He took pictures and said he would let me know whether they Sears automotive would be taking care of this or taking the liability of the damage to the rim but would reimburse me for the lug nuts.

After not hearing from Kevin (mgr) I called Sears and he advised me that they would take care of the rim and the lug nuts and to e mail pictures of the damaged rim and they would order a rim for NOw 3 mmonths later many many phone calls sending e mails of the pictures of the rim and damamge to the lug nuts I am still waiting. I spoke to assistant manager who thought his manager Kevin was handling this. I asked Willie if he got my numerous messages and e mail and why he did not return my calls. He didn't have a valid reason so this was his resolution.

Willie from Sears automotive instructed me to fax the receipt for the lug nuts and a pricing quote for the rim On Saturday July 18, 2009 I faxed my paid receipt for the lug nuts and I got pricing of a new rim from Branhaven Chrysler as Sears was unable to get the rim from their supplier. I am stil waiting for some action. I was told by assistant mgr Willie that he would get back to me on Monday July 20, 2009. I called the store on Saturday July 25,2009 and left a msg for Willie as I still have heard nothing I also called the dealer to find out if Sears contacted them and had purchased the rim. The rim had not been purchased and I am still waiting for resolve.

I still have not been able to get the tires and I am driving around knowing if I have a flat tire I will not be able to change my tire. Also I was told that the technician who did the damage to my rim and lug nuts has been fired by Sears!! Hoping you can help me and also for all my frustration and time and energy my tires should be discounted heavily for this awful experience. I will not do business with Sears once these tires are installed. Please help and advise me!

Marie of Whitney Point, NY July 31, 2009

On July 11th 2009 I went online to look for new tire for my car. I contacted Sears and chatted online with one of their rep. by the name of Jodi K. The rep. was helpful and quoted me a price located the tires for me and gave me a reservation number(09556048)and said I would need that when i got to the store.I asked what time the service center was open until and I was told 9pm. I wentthe very same night I arrived at 7pm they could not find my reservation, then they proceeded to located "my said tires".

After 20 minutes I was then told the shop closed at 7pm and I would have to come back the following day.Upon arriving home that evening I called Sears customer service and spoke with a gentlemen by the name of Chris, who said that was unacceptable and they shuld have put the tires on that evening.I returned the next morning and spoke to the srevice mgr. about how displeased I was already from the night before, which he did not care one bit.

I left my car it took 2hrs to install the new tires. Since then my tire sensor light will not go off, I have tried repeadily to reset the guage. I have now learned that my tires have been mounted incorrectly, my wheels were rotated incorrectly, my tire sensors were either knocked off or damaged and two of my rims have been chewed up from the impactwrench they used.. I do not drive the car very much,today when this all came to light I tried contacting Sears, I asked to speak to the mgr.(they were unable to find him, but they would take a message) I never rec'd a call back.

I drove to the Sears service center which is 90 miles R.T. from my home. The mgr wasn't in, I was greeted by a fellow(YEA WHAT'S UP)Ryan and told him my story and that if I did not recieve a call back by 10am Fri. I was putting a dispute through on my cc!

Clyde of Silver Spring, MD June 17, 2009

This particular Saturday, 2nd Saturday in May, 2009. I went into the Sears Automotive Department to purchase chrome rims for my Ford F-150. The sales person was very polite while I was looking for a set of rims, once I located what I wanted, the sales person informed me that he had to take me to the warehouse and look for the rims. My wife and I walked a good 1/4 mile to the basement warehouse to view these rims. But, there was a couple of these rims available. I informed the saleman that I wanted to order a full set of these particular rims and would pay for them now. Also, I wanted a new set of tires that was buy 3 and get the fourth one free.

Now, this is where it got crazy, the salesman to me he could not sell me the rims or the tires until Monday, because he was not sure the rims would fit and he had to call the headquarters that sold the rims and ensure it was okay. Remember, these are SUV/Light Truck Rims. So, I ask him if that price would be the same Monday as it was today.(Saturday)He told me NO, that was not a going to happen, because the sale was ending today. (Which was a lie)

So, I was becoming very, very frustrated my now, my wife was livid, and expressed this statement" I can not believe we are begging these people to take our money and they are refusing to allow us to buy there product". I asked the salesman again to may sure I understood him, I can not buy these rims and tires today. (cash) And again he to me, If, I wanted the tires and rims I would have to come back Monday.

My wife and I left and when we got home we called the Customer Service Department and expressed out frustration concerning the incident at the Automotive Department. This gentlemen put us on hold like 5 minutes and then hung up. This went on for approximately 30 minutes, each time we called the Customer Service Department, the same thing happen. Finally, after 11 attempts of calling, the Rep informed us that shift change was going on, 4:00PM, okay, what now, well after being on hold this time for about 10 minutes, this women come on line and tell us, if you come in Monday, we'll order the rims and tires and if the manager give us the okay we will give you the sales price. The sale went through Sunday.

Mark of PANAMA CITY BEACH, FL June 11, 2009

Sears sold and installed the incorrect size of tire on my vehicle. At the time I questioned the size, but was told it was the right size. They are the experts, so I thought. Since then I have had three valve stem failures, tried to use my lifetime balance and rotation twice, only to be told it would not take long, 2 hours later my car had not been touched while other cars that came in after mine without appt. were worked on first. I left both times without any explanation. I guess they already had my money, so I was pushed to the bottom of the list.

Today my wife was diving my car and a tire blew out. I went to change the tire with the spare, original correct size, but could not drive car because it immediately made odd sounds. Called a mechanic who said do not drive the car because it is all wheel drive and it would damage the transmision. So I had the car towed by flatbed some 50+ miles to sears to replace the tire because of the road hazzard warranty that I have with Sears. I pointed out to the manager that the had sold me the wrong size tire. He looked it up and look at the sticker in the door jam and said "yes that is the wrong size tire" I asked what am iI supposed to do with future flats when I cannot use my correct size spare. He just said sorry about that, and that was all.

He also preceded to tell me to replace my tire I had to pay a prorated amount for the replacement tire, which had more than likely failed due to the faulty or cheap valve stems put on the rims. As I drve of the car now had a pull to the right which it didn't have before, funny after they had tried to sell me a alignment. Coincidence?

Then I relized they had replaced the tire and rotated them incorrrectly. They had put left side tires on the right side which you cannot do with radials for risk of a blow out. The actions of this Sears sevice center has put me and my family at risk with not a sigle care.

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