Complain about a product or service

Sears Tire & Auto

Like everything else at Sears, the tire and auto operation generates a lot of heat. Customers complain of botched repairs, damaged vehicles and high prices.

Sheldon of No. Ft. Myers FL (05/04/08)
this letter was sent to Sears here in Ft. Myers and they did not reply. Drove to Sears Auto on Cleveland Avenue to purchase four (4) Michelin 245-75-16E tires. Kelsey (Asst Mgr) wrote up our order. I asked him if these tires had a good manufacture date, he assured me that Michelin tires came in on Fridays and went out as fast as they received them? Four (4) tires were installed, at the cost of $834.52 and we drove home. For some reason I looked at a front tire to make sure that they were Load Range E? (10 ply). They were, but I read the month and date. They are June 2006 ..almost two years old. Drove back to Sears, Kelsey looked at the four tires and said Yes, 2006?,

I told him two year old tires are unacceptable, he gave me a note stating they would replace them. Several days passed . Received a call from John? , I explained to him what happened. He said he would talk to the department manager. John called back and told me the manager said we would get up to date tires. Again several days passed and then Kelsey called to say they can not get me newer tires, thats the way we order them?.

Called Michelin (spoke with Jackie) several times, they can not explain how Sears is stocking old tires. Enclosed is a copy of our invoice March 4, 2008, also our invoice for the set of tires we replaced in the Orlando Sears on March 13, 2002 (six years ago) as well as Kelseys note saying these tires will be replaced. The Michelin tires we purchased at Orlando Sears developed hairline cracks on the sidewalls at the end of six years. .rubber does not improve with age , but gets hard and cracks

I will not start the next six years with tires already two years old. Sheldon Waterman Sheldon is my husband and he is just letting things go better than I do!! I was thrilled yesterday when we took our car to Sams and had four Michelin tires installed. the dates on their tires were for the seventh week of '08.............

Gerri of Arcadia FL (04/25/08)
we purchased 4 tires and an alignment on 5/4/07 and we took the car back in october 07 to have the tires rotated-nothing was said that our tires were wearing or that we needed another alignment. Recently my husband noticed that his tires were wearing-so we took the car back to sears on 4/23/08 and the person there first said that the tires were not wore-then he said that they were-he wanted us to buy new tires without even wanting to replace the ones we had-after going back and forth with him-he gave us a discount and said that they would check the alignment-and that we would walk out of there for $255.00-we never signed the authorization for work-he was suppose to call us before they did any work-

I had someelse look at the alignment and they told me that the wear on the tires were not from the alignment-because the car was not really out of alignment-when we pick up our car-we were told it was $330.00. Actually we probably really did not even need tires-we probably could have rotated them again or maybe do another alignment instead of the tires. the manager was suppose to call me yesterday and refund the money for the alignment-but has not-he was also very rude. We thought they would at least exchange the tires since they only had about 13000 miles. we have not put out about $800.00 in less than one year.

this is really way to much to pay for tires that are just about one year old with only about 13000 miles. we would just like to be refunded for the tires -we believe that the person that waited on us-just wanted to go home-because he did make mention of it.

Maria of San Jose CA (04/07/08)
I have purchased every tire since i bought my car at Sears Auto Center, 5 total. Last Saturday on the freeway I swerved out of the way of a big metal object exactly like the car in front of me did, he went on his way and I spun out of control from the left side of the freeway to the right and landed in a ditch. Miraculously I did not hit any other cars and walked away with minor injuries, my car was towed to a nearby auto center (not sears) and the mechanic immediately noticed that my tires were too small for the size of my rim and that Sears had installed hub-cap size tires on my rims. He said had I had the correct size, based on my speed and driving conditions I would not have spun out because the correct size would have given me 2 more rubber on the ground per tire avoiding the entire thing.

The resulting damage on my car is a couple thousand dollars in repairs, as well as back and neck injuries to my passenger and myself.

Myra of Chino, CA (04/04/08)
On January 9, 2008 I took my car to sears to have it serviced. They did an alignment and installed four new tires. About 3 weeks later, I notice a dent in the framing of my car on the passenger side. I took my car to a body shop for an estimate, not knowing how the damage had occured. I explained to the body shop that I had a dent, which I had no idea how it got there. The individual asked me if I had taken my car to get serviced. I responded by asking why? He explained he had seen this damage before and it occurs when a car is lifted incorrectly. I immediately new it was Sears because, I had not taken my car anywhere else.

The following day me and my boyfriend went to sears and spoke with a supervisor. He had security come out to take report. Security took a writen report and pictures of the damaage. He explained they were going to look at the video survilence to see if the damage was done by one of their workers. I estimate two weeks later I called to follow up on the status. He advised me to contact their insurance company and he gave me a claim number. He also told me that from the video they could not get a clear view.

I contacted the insurance company who were not helpful at all. I then spoke to Alex the manager at Sears who told me the damage was not done by them. I attempted to make a complaint to the corporate office of sears three times. On my third time calling I spoke with stephanie who called Alex while I was on hold. She then told me that it would not be covered because Alex stated it did not happen there. He believes this damaage is from a curb.

Stephanine stated my only option is to email the CEO of Sears, which I will be doing after this.  I have obtained two estimates that range from 600.00-700.00. 

Cable of Palm Beach Gardens FL (03/30/08)
Twice in the last year I have brought cars into Sears -- one a Mercedes, one a Lexus -- for new tires. Both times I experienced poor performance with the tires, so eventually brought the cars back. And, believe it or now, Sears both times admitted putting the wrong size tires on my cars. A miracle, one employee said, as if this seldom happens. But it happened two of the three times I have had Sears Auto put tires on my cars. Amazing. The aggravations and wasted time brought only one word of apology from the mostly dismissive staff: Sorry. Unacceptable, IMO.

Car will be seen next week by Sears to determine if any damage was caused by tires rubbing inside of wheel wells in my new Lexus.

Robert of Benton KY (03/06/08)
On sat. 3/1/08 I contacted the auto dept. by phone about tires, then drove 35 miles per hr to get to the store because of blowout on right rear i.s. tire. At 5:00 the auto mgr made out work ticket, and I told him that if he needed to call me, I would be in the mall, and gave him my #, knowing that they closed at 7:00. I knew that I would have plenty of time to get back to my home terminal in Benton, KY, BEFORE I ran out of driving hrs. for the week. I am a commercial driver, dot regulated. When I returned to Sears, they had my truck 1 hour and 45min, and had not put the tires on truck yet. The tech was sweeping up the shop to go home. The manager of auto told me their big jack was broken, and I reminded him that I had told him in the beginning that if their jack would not raise the truck, that I had one in back that would. "I just found out," he replied. By the way, Sears sells the same size jacks in their store; if the auto shop needs one...I could figure out the problem myself....

I went out into the main store and requested a store mgr. They finally found one after 12 min. I asked them where they were going to put me up for the night, because I would be out of hours before they or anyone else could put tires on the truck. He said, "I'll tell you right now, we are not going to put you up anywhere. He then proceeded to ask the auto manager about why my tires were not installed. The auto mgr. said their jack was broke, and I reiterated that I had offered a jack. The store manager said they can't use my jack in their shop. I added...because of liability issues, and next you are going to tell me I cannot use my jack in your shop for same reason; he affirmed such. So I asked if I pull the truck outside, and take the wheels off myself, did they think they could manage to mount the tires? The store manager said they would and told the auto mgr to tell the tech he had to stay and mount/balance tires for me.

I ended up having to pull the track back into their shop because their air hoses necessary to do the work did not reach outside. I did all this, the work myself. Should they decide to dispute this, I took a picture of position of my truck, if Sear's liability insurance company would like a copy. The auto mgr said he would give 10% discount for all my trouble. As I was signing the credit card receipt, the auto manager tried to give me only $23.50 for the tires costing $289.73. I pointed out that this is not 10%. He said it was. I showed him the error in his math, and he said, "Well, you're right, but I can't discount the labor." I was livid and asked, "You are surely not paying your tech for for removing the wheels, then reinstalling them after putting the tires on, are you?" He said no, embarassed, and offered to give me a $20.00 gift card.

After all was said and done, I was still out the expense of a motel room because I did not have any in-service hours left for the week. I got a room at a motel using my 10,000 Choice Rewards points because I did not have money for room. I earn 10 points for every dollar spent, so the math says I had spent $1000.00 to earn those points. So for my inconvienence, for Sears ineptness, and for their lack of concern for the situation they put me in on my hrs, and for their self-contradicting on me working on the truck in their shop after they said I could not, Sears owes me for having to get my own motel room!

I feel that sears owes me at least $100.00, that is ten percent of the $1000.00 spent to earn those 10,000 points. As I was leaving the store that night at 8:10 p.m., the auto mgr says, "I sure hope this doesn't spoil you on not coming back to shop here again." This will be determined by Sears, as well as the number of the public I relate this problem to.

Don of Hanover PA (01/28/08)
On Friday 01/18/2008, I went to the Hanover, PA Sears Automotive Store. I had them remove four rain tires (purchased previously at Sears) from the rims, and put my four winter tires (not purchased at Sears--didn't sell this model) on the rims. Then I had them mount and balance these tires. On Sunday (01/20/2008) morning we woke to a mainly flat tire in the left rear position (10psi.) It was a slow leak, probably valve stem was cross threaded. I checked the other three tires at this time and found pressures of 21 psi. All low. Normal pressure is 30 psi. This is the first time I have had ANY problems with improper inflation pressures after having this procedure done. My wife checked her tire pressures twice a day for the next three days. Three tires held their pressures. The left rear tire had to be re-inflated EVERY time it was checked. The valve stems were all GOOD when we took it to Sears in the first place. We drove the car there...with air in the tires! Their technicians had to unscrew the valve stem cores and remove them from the stems to deflate the original tires. When this particular valve was re-installed, it was cross threaded by the technician. THAT is the reason the valve stems are normally replaced (as a precaution) each time the tire is. Not because they're in danger of failure, but because it eliminates customer complaints about shoddy workmanship by the technicians. The valve stems do NOT spontaneously fail on their own when they're less than a year old.

On Thursday 01/24/2008, we finally had time to go back to Sears to have the tire checked. We had to wait 20 minutes after the opening time to just be acknowledged. There was only one person on duty, and he was unloading a truck full of tires. Apparently the rest of the people aren't required to show up for work when the business opens these days! THIS time, we were told that the valve stems hadn't been replaced because they weren't Sears tires, and were charged $21.20 for one valve stem because it was bad. (I told them it was the valve stem when I walked through the door.) There was no troubleshooting involved on their part. Valve stems don't cost that much. I shouldn't have been charged for a flat repair caused by one of their technician's obvious mistakes. What's happened to customer service? If YOU break something, YOU fix it, at no charge to the customer. The whole chain has lost my business!

$21.20 flat repair charge by Sears. $20.00 (+,-) and bicycle pump. No REAL physical damage. Had to drive on flat tire to service station to re-inflate on 1st day noticed. Just caused sidewall scuffing. Purchased bicycle pump to prevent repeat performance.

Patricia of Litchfield Park AZ (01/13/08)
We purchased 2 tires with road hazard insurance for my husband's car a year or two ago. We purchased them in Stockton CA. no problems there! About 3 weeks ago on his way to work, my husband ran over something and destroyed on of the tires. I happened to have saved one of the tires we took off the car just in case something happened, we could put it back on the car until we could get it in for replacements. My husband works a lot and is hard for him to get away. I got the tire to him and he had a local tire shop put the old tire back on the rim. He saved the blown out tire but left it at work. When I told him to bring the tire home so we could go to Sears he went to get it and it was gone. There were OSHA inspections at the plant he works during the week and it was thrown out by mistake.

Last week, after calling the store we purchased them at, they told us to go to a local Sears and tell them what happened and it shouldn't be a problem, we still had the one tire on the car and after all, we'd have to buy another tire as well. My husband went to Sears, explained to the manager what happened who denied honoring the road hazard insurance. After that, one of the mechanics said you should have told him that it was shredded up and laying on the hwy, he'd have covered it then. Now someone please tell me what the difference is here. The tire was destroyed either way, if they would honor it one way, why not our way? We should have lied in this case? Apparently so! On top of that, while waiting for over an hour for only 2 tires to be put on the car, the mechanic pulls his car in and proceeds to do an oil change before he finished the work on our car. My husband even complained to the manager who dismissed it and said they need to finish up a bunch of stuff before the garage gets painted. I guess it didn't matter to Sears that we were the paying customer and they let their employee's work on their own cars while on the time clock! UNBELIEVEABLE service! Where is their so called satisfaction guaratee? I dont see it!!

We had road hazard insurance on the tires we purchased from Sears and they won't honor it. Which resulted us in buying 2 new tires when we should have only had to buy one.

Derwin of West Covina CA (01/05/08)
Worst experience ever! I got there at 10:30 am and first off, no one was there to help us. Finally someone was there and and gave us a quote for tires. The person helping didn't seem to know what he was doing. In fact, some of the things he was saying regarding tires sounded innaccurate. I know a little bit about cars and what he said didn't sound truthful. After they gave us a quote, they told us to come back in 2 hrs. We did and the car was not finished. They told us to come back in another 2 hrs. As I was watching the mechanic working on my car, he would work on it for a little bit, then leave and work on another car that he had just got. After waiting for an hour, I asked one of the workers why no one is working on my car. He went to go check on it and said that someone is working on it and will be done in 2 hrs. Never again will I go to this place.

Marlene of Dudley MA (01/03/08)
I brought my car to Sears Roebuck for new tires and an alignment and balancing. I spent over four hundred and sixty five dollars on tires and was told after the service that the car was aligned and balanced and in good order. I drove the car on the expressway and the steering wheel was vibrating. The car was not vibrating before the service. I brought the car back to Sear's closer to my home and waited three hours for the job to be redone.They had to align and balance the car. Because the lead was old and the alignment numbers did not make sense, the mechanic said he did not think it was aligned or balanced. I can accept a mistake but not deception.

Initially I left the car at Sears for over three hours for the job to be done right, and waited at Sears for an additional three hours for the job to be corrected. I traveled twenty five miles fearing for my life, and time is money and deception is just not honest.

Claudia of Fords NJ (12/19/07)
I went to purchase four new tires on December 12, 2007. I was told it would only take about 1 hr. After 3 hours they told me that they were having a problem getting off one lug nut because someone must have stripped it. I asked if they would be able to remove it and they advised me that it would not be a problem. They finally told me that I would have to come back because they were havibg problems. When they took me into the garage to explain to me what was happening I was shocked to see they destroyed my rim. They told me they would call the next day and replace the rim. No one ever called.

After many attempts to the store they finally advised that a new rim was ordered and would take an additional 6 days to receive. When they called and realized that I would not let them touch my car they told me that I had to pay a deposit of $150.00 and they would give me back the money when I returned the rim which they destroyed. I contacted customer service which advised me that they really do take complaints they just listen and what ever the store manager says goes. I asked to talk to someone higher or in charge and I was told they are the highest I could go. They advised me that their is a CEO but he will not talk to customers. My only choice at this point is to leave a deposit to get the rim which they destroyed or let them put on new tires for me. I refuse to pay them $700.00.

Waiting my time and patience and the inconvience they caused me for over two weeks.

Bruce of Memphis TN (12/16/07)
On Nov. 26, 2007, I bought a new set of Michelin HydraEdge tires for my 2001 Monte Carlo at the store on 3344 Austin Peay Hwy. Memphis, Tn. for $690 (this is the 2nd set of the same tires that I have bought at THIS store) This tire is especially designed to dissipate highway water and prevent hydra-planing and that is the reason I use them. It has a directional tread for that purpose, and the tread direction is marked on the inside of the tire by an arrow. I discovered yesterday that some of the tires are mounted with the tread backwards, which means I have to take the car back in and wait 2 hours while they take them off and re-mount them. This is additional wear and tear on the wheels plus 1000+ miles wear on the tread going in the wrong direction. I am a Lawyer and my time is too valuable to come over there and sit 2 hours while their people fix a STUPID mistake. I went to SEARS for professional service rather than Bubba's Tire Emporium to save money. I can't believe people who mount tires everyday are so stupid or ill trained. I expect to be adequately compensated for my time in bringing the car back or I will stop payment for them on my VISA card. I want an answer tomorrow.

Wear and tear on wheels, 1000+ miles of wear going wrong direction and compensation for my time to wait while they correct their mistakes

Denise of Purchase NY (11/19/07)
I purchased two tires and was not asked if I was interested in a service contract. I have tow service so I would have said no had I been asked. Instead, when my husband picked up our car I asked what the total cost was. When he told me, I replied that the amount seemed too high. Close examination of the bill revealed they had added in some kind of pro-rated service contract. When I called to question this, they told me that I could get a refund if I come back to the store. Further, they never told me it had to be when a Manager was there since, 'they're the only ones who can reverse the charge". I found this out later. I work and have a family. It is very inconvenient for me to get there when this one indiviidual is there. Why should I have to be inconvenienced for their deception. 

I now have to figure out how to get there when the manager is there. Plus, I have to spend money on gas to get there.

Alison of Bantam CT (11/14/07)
Brought in my van for tires and a break job. Arrived at 11:00 am and was kept told that it would be about two hours, then two hours more. Finally got out at 6 pm to find the vehicle wasn't driving smooth. Got out and found that they rotated the tires, but didn't put on the new ones.

Was told to come back the next day and it would be handled quickly. Been here for three hours. Worst service I have ever had and will have someone else check to see about the breaks and rotors if they were done as charged for. Vehicle only has 31000 miles on it! Feel like I've been overcharged and slighted. Not comfortable with the service which makes me very hesitant about the quality of products used.

Have missed two days of work (commission based) to get a simple job done! Will never use another sears auto center nor recommend it to anyone again! They used to be a company of quality, but two days of bad experiences sold me on their current level of commitment.(What would have happened if I wasn't auto savory and drove off, paying for tires, but not receiving them? Whose word would it have been? Did the rotors really need to be replaced?? Now I wonder...)

Jerry of Yuba City CA (11/11/07)
On 11-10-2007 I bought four tires for a Honda Accord at the local Sears store. The tires were installed and it was dark when I picked up the car. The next day I noticed that the polished aluminum rims had large gouges/scrapes on three of the four rims, in a circle pattern in exactly the same location on all three damaged wheels. It was obvious they had been damaged by their equipment. I immediately called the store and was told I needed to talk to the manager Aaron who came in at 12:30. They took my name and number, and I waited for his call. He never called so I tried again later and explained the problem, and he immediately stated they couldn't have done the damage. He said to bring it by, and when he looked at it said it was an old scrape, probably from a curb.

I asked how three rims could be damaged in exactly the same location when only the right side would be against the curb, and he couldn't explain that. I assured him the rims were not in that condition before, and I expected them to make it right. He said his tech stated that he didn't do it, and he couldn't help me. I told him if that was his final decision I would pursue other means. I was totally surprised Sears would take this attitude, and I will never shop there again until this matter has been resolved. I also want everyone to know what they can expect when shopping at Sears.

Carl of Darlington SC (11/07/07)
Took my ford f-150 to get a new set of tires on labor day morning.After they looked at my truck they advised me to also get a front end alignment.I ended up spending over $500 at Sears that day. Well,service was good and fairly quick and I left satisfied. A few days later I noticed that i was missing a hub cover on the front right side wheel./This is a a small plastic cover that retails for $25-$30 at the Ford dealership. Well,I've had this vehicle for 8 yrs and the covers have always been on my wheels until 2 days after sears works on my truck.

Like I said..its only a $25 part but thats not what ticked me off.It was the conversation I had with the manager at the automotive dept. at this sears store.I called the store to see if they had this cover in the shop they did not. I told him it was now missing from my truck and they must have not secured it well when they put the wheels back on. He then acted as though I was trying to con him out of a $25 hub cap with no regard to the fact i just spent $600 in his dept.

He said there would have to be a thorough investigation and all that bull over a hubcap.I told him to forget it.

Leslie of Pownal VT (10/22/07)
I brought my mother's car to the Sears Auto Center to have a tire changed. The technician (Peterkin) came to the car window and asked for the mileage. I'm fairly unfamiliar with the car, and knew she had been using the trip odometer, and I spent a minute scrolling through. I asked him to give me a minute and told him the car did not belong to me. He kept asking me questions, circling the car, and becoming louder and more insistent. I was trying to telling him the mileage and year when he yelled that he needed to see the tire. His impatience and rudeness made me feel that I had done something wrong. I was the customer but that is the last time I will be a customer there, and possibly at any Sears Auto Centers.

Nancy of East Meadow NY (10/14/07)
On Saturday October 13, 2007, my husband took my 11 year old son and his friend and headed upstate to Roscoe, NY to close my mother-in-laws summer home, on the way up my husband got a blowout on right front tire. He put on the donut on and drove to the nearest sears. He called me at 3:00 to give the service person our Discover card on the phone because he did not bring his card. I read the number which my husband repeated to the service person.

At 6:30 he was on the road, he had purchased 4 new tires. At 7:00 that night I recieved a call from a State Trooper, that they were looking for my husband that he stole the tires! I explained that i gave my credit card over the phone and he understood, He gave me Sears phone number and said he would call them also. I called Sears and spoke with the manager Pete who was the rudest person i could have spoke to. He stated that my husband gave him the wrong phone number and that he did not pay for the tires.

I explained to him we gave it to the sales person who he claims we never did, and that my husband just took the car when it was done. MY husband came home the next day and had the repair order with the correct phone number on it. I called sears to talk to pete and explained the phone number was not wrong and that we in fact gave him our credit card number over the phone. I also stated that he never said that they could not have been at fault that in fact we were 100% at fault. I asked the manager Pete of Sears for his last name and he would not give to me.

I feel that were we treated so unfair and that we did nothing wrong. My heart sank when I got a call from a trooper telling me that they we looking for my husband and that they watched him on video in the sears store. The trooper was very nice and understanding, unlike Sears.

James of Charlton MA (10/10/07)
I am an exemployee of sears with over 20 years of service. In the last two years i worked their i had complained to my imediate manager chris about unethical practices going on -- examples like selling used tires to customers, overselling services like coolant exchanges by falsifing store documents, telling customers they would not have to pay for alignments if they dont need them but because the techs get paid an extra 14.20 to do the alignment every customer ends up needing one.

Then we get into proper training and broken equipment -- they have people doing brakes and other main services that they are not trained to do and are ripping off the customers because of their poor work and overselling.

Then even if they knew how to do the job the equipment is some times not accurate. for example we were told to use an alignment rack that was unsafe and had broken alignment targets so the alignments that were done on that rack all day were known to be done wrong and we still took the customers money.

Thomas of Astoria NY (09/02/07)
Went in 9am told them to put on four new BF Goodrich Traction T/A T rated tires and do brake inspection. They quoted me $382 for tires and $15 for inspection and told it would take 1 1/2 hours. I go have breakfast and come back in an hour. I see the car on the lift with brakes and calipers off but no one working on the car, as the shop is visible from the waiting room. I wait another hour and finally ask for an evaluation answer. At 12:30pm they finally tell me that it needs four new calipers, rotors and pads. I see the condition and agree. I get a total quote of $1,095 and told it would take another 1 1/2 hours plus the delivery time for parts not in stock (about 30mins).

I waited from 9am to 6pm to have four new brakes and tires put on and on top of that they marked up the parts well over 50%, and kept me basically in the waiting room as the last customer, I watched my car sit on the lift with no one working on it for hours at a stretch and the two times I said something, I just asked how long. The worker went back to my car worked for 15 mins and left again.

I feel the markup of their parts are very excessive and for $1,100 three tires and a complete brake job should not have been a five hundred dollar markup. They had me at bay as they broke my original calipers when they took them off and what could I have done but agree to the replacement. I felt they forced the my purchase by breaking the caliper trying to get it off.

Donald of Mechanicsville VA (08/01/07)
I went to Sears for tires, a friend of mine told me he had got tires there and they did a really good job, He's happy! I'm not! They did give me a great deal on tires.....Here's where I'm not happy: The workmanship of the guy that installed my new tires. I watched him perform his magic and knew I would need to check behind him for my families safety.

I didn't have time to check the new installs when I got home so I prayed I could make it to work the next day and after getting home the next day check behide the Kid-Tech.

First I removed all the lug nut (hub-caps) covers, one on each wheel about 8 round, I popped them off one at a time and as I was doing so I noticed one of them was not all the way seated in the rim, it had a very badly bent finger that holds the cover on, it was done by their Kid-Tech....how do I know this because I had just taken my wheels off and cleaned them just two days before taking my Van to Sears and I know how I installed these covers.

Now to continue with my inspection of the trained Kid-Tech....I've got a torque wrench just like the one the Kid-Tech was using to torque my lug nuts, My vehicle owners manual says that the torque should be 100lbs for each lug nut.....I knew they were going to be off, like I said I watched this Kid-Tech torque the lug nuts and guess what,?all of them were off, some were even less then 30lbs. to break loose.

Anyway I unloosened all of them and re-torqued them to 100lbs. Someone needs to show this guy how to operate a click type torque wrench cause he's not even close to knowing...it's your safety that's in his hands...

Now how about tire air pressure? Well if he's not to good at the other stuff what do you think he knows about air pressure and tires!!? LF 35.0 lbs LR 32.5 lbs RF 32.5 lbs RR 32.5 lbs.

This guy will get you killed one way or the other, great job! The guy that rang me up after the job told me that it was important that I call the number for the Sears Survey and that he had hoped I thought I had gotten a really good job on my tires change and I told him we would have to wait and see if that was the truth about their job for me, he looked at me like Oh crap we've got another complainer here,,,,

Well sir you have done your first and last job for me! See I've been to mechanic's school and that's not the way it's done! I think it's good to hire Kids but they have to be taught the right way so they don't cause accidents and get people killed and the Survey will get the attention it needs, Thank you very much!

Sally of Browns Mills NJ (07/30/07)
I took my mercedes benz into Sears Auto Center on 7/8/07 to have new tires installed. Upon picking up my car, I noticed that there was a rip in my leather seat, which was not there before. I spoke with the person who I picked the car up from. His name is Bobby. He told me to call the manager named Lila the next morning. There was no manager on site. I spoke with Lila and the first thing that she said was she was not paying for a new seat.

I told her that I expected my car to be in the same condition that it was when it came in. She told me to get 3 estimates for the seat to be repaired. My seats are perforated and I told her I would only be taking it to the dealer.

I took it in and they said they could not fix it, that they had to replace the seat cushion. I called Lila back. She told me that she would pay for the seat once it's repaired with the Sears corporate card. I told her that I was having a hard time reaching the office and asked for a direct number to call once the repair is made. She said she did not have a direct number.

The day the dealer called me to say the cushion came in, I called and spoke with manager Paul on 7/30/07. He was rude and vague. I told him the car would be repaired on 8/1/07 and I need a direct line to make sure it's paid for. He said he does not have a direct line. I told him I called earlier that day and could not get through. I askd for his bosses name and number. He gave me his name but, refused his number. I asked for an email address for his boss. He refused that also.

I asked him why they were being so difficult for a problem that I did not cause. He would not give me any last names, no direct lines, no numbers for his boss or email addresses.

Jeanne of Belcamp MD (07/18/07)
My son took his car into the Sears Auto Center at White Marsh in Maryland on 7/18/07 at 12:30 p.m. to have four tires put on balanced and aligned. He was told to come back at 4:30. He went back at 5:30 and was told that his car was not ready, in fact, it had not even been looked at yet, he was told there was one person in front of him. My son told them that he needed the car for work the next day, they told him they would call.

Not more than 45 minutes later he gets a call that he needs brakes and that the brakes are not working. I and my son told them that he had brakes all week and today, because he drove it around this morning and to the autocenter and he had driven into Baltimore and Bowie Maryland for work everyday this week.

I mentioned that they must have messed something up. The manager on the phone said now don't accuse us. Well what are we to think? They called back at 8:30 p.m. (8 hours after he dropped the car off) and said it was ready.

When my son went to move the car it didn't have any brakes at all. Now lets think about this, it had brakes this morning when he ran errands and it had brakes when he drove it to the shop for tires and it obviously had brakes when the mechanic drove it into the garage to replace the tires. Then all of a sudden it doesn't have brakes! They keep telling my son it was like that before he brought it in. If that had been the case then my son would not have made it out of our driveway without brakes.

Gregory of Pasadena CA (05/24/07)
well first let me start off by saying that i have had problems with sears in other citys also, and i am very educated in automotive mechanics, building engines hot rods and so on. i took my truck to sears next to my house and asked them to balance and rotate my tires, and instructed them not to replace my center caps which i had removed and put under the back seat of my truck.

when i returned to pick up my truck the first thing i noticed was the mechanic, had tracked in grease, all over what was my spotless light grey carpet i immediatley walked back in and told them someone needed to clean it out of my truck or they were going to pay for new carpet.

the mechanic or service tech came out and did a decent job of cleaning it up.also i noticed that my center caps had been put back on by this point i am getting very mad, at these guys. so after the cleanup of my carpet i took my truck and went home while i was unloading stuff i noticed that the cupped tire's which had been on the front of my vehicle were still on the front. i inspected the rest of my truck and noticed that the tires had not been rotated so i took them off and rotated them myself instead of taking it back to sears for fear of what else they might do to my truck.

as i removed the wheels and started rotating them i also noticed an amazing amount of weights inside my rims both stick ons and hammer ons..and that they were placed on opposite sides of my wheels. i have never seen anyone do this before, and i have had a lot of vehicles and hotrods and four by fours.

prior to sears there were a total of six hammer on weights small ones and after i couldn't even count all of the stick on weights, and there were over ten hammer ons..??? this makes no sense to me..

the last thing that they did was break two of the retainer rings springs inside of my center caps.. so now my center caps make noise going down the road, and are loose like they may fall off.

Ripu of Greensboro NC (03/07/07)
Once, Sears was a great store to shop. Thirty four years ago, my first shopping was done at Sears while my car was getting repaired at Sears's auto store. I loved Sears from the bottom of my heart. This is the good old story. Now, Sears is like a worthless coin which is flattened on a railroad track. In the last six years, four times my car tires were flat due to nail damage. Once in the sears parking lot and other three times I drove my car to Sears's auto repair shop for repairs. Every time, Sears refused to fix the flat by saying that. 'These tires were not purchased from Sears', 'We are Out of Supplies to fix a flat (plugs)', 'We are short of workers today' and again 'Out Of Supplies'.

One time I had to leave my car in Sears's parking lot for over night and called my friend to take a ride back to home. If Sears does not change their attitude towards customers, store will loose most of the customers. In my house all of the hardware and appliances are from Sears but my future purchases are going to be limited from Sears due to their service and attitude.

A month ago, Sears's kitchen cabinet installer had an appointment to visit my house but 2 hours before he cancelled it by saying that, 'I am not in town this weekend'. Wake up Sears before you fell in a permanent SLEEP. Do something to gain customers. Customers are like a flow of water, you need to hold them back.

Deborah of Goldsboro NC (02/11/07)
It all started with one flat tire. I took my car to sears to have 4 brand new tires put on. I dropped the car off at 11am and picked it up 5pm same day. After driving the car home i realized there was something wrong. I deliver papers so I HAD to continue driving the car.

I then realized they (sears) had put the wrong size tires on my car (needed 185/65r14 they put 195/70r14) The tire was scrubbing against my wheel well and who knows what else to the car.

I called the manager first thing monday morning to notify him. He said I could bring the car back and they would change them, I told him I could not bring the car back until next Sat. He said to just ask for him and they would do the work. When I returned the following Sat.

Sears seemed surprized that the tires were wrong, I left the car to pick up later. About 2hrs later they called to inform me they needed to fix the brakes and the lower ball joints. Amazingly the lower ball joints were checked off on a check list stating they were in good condition last week, this form was signed by the technician and csm stating they evaluated the vehicle per companys evaluation and repair guidelines.

I then agreed to the repair work which would be the ball joints and both sets of brake work, front and back. The guy told me they would not have time to do the brake work today but the ball joints could be repaired. I left again to only recieve another phone call stating they would now have time to repair the brakes.

We returned to the store when they were almost finished, another guy told me they only had to take the car off the lift and test it (drive it around to check the work). I then found out they do that (test drive it) after any work, such as an alignment or brakes. I also found out that they only repaired the front brakes and the guy knew nothing about the back ones. I would think if they checked the car properly the first time they would of never let me drive out with all this wrong with the car, or did their mishap of the wrong tires for my car cause this damage. ... I left very unsatisfied and now in over $800.00 in the hole from all the work.

Kenny of Dagsboro DE (11/13/06)
Purchased 2006 Nissan Altima with Continental tires on them. Continental Touring Contact AS 215/60-16 to be exact. At 3000 miles the two front tires developed extreme flat spots on them making the car thup, thup ,thup when driven. Went to Nissan dealer,said tires were defective,go to nearest Continental tire dealer for Warranty replacement.(Sears ) Sears Auto Center Customer Service Advisor Bridgette said it was a right rear lower arm contol problem,go back to Nissan. Nissan double checked car,did a free four wheel alignment,said call Continental.

The best Continental would do was a 50% customer goodwill credit towards the purchase price of Continental replacement tires.After much research I found these tires to be very poorly rated on Tire Rack .com an the 17 version was involved several years ago in the infamous Ford Explorer Rollover scandal and lawsuits. (Firestone tires were mentioned most, but the Continental tire 17' Touring Contact AS was also involved) The tires are only T rated to 118 MPH,not a good OEM choice for a car being sold as a sports sedan,capable of speeds in excess of 130 MPH ,and has a speedometer that goes to 150 MPH.

Tim of Kingston NY (10/22/06)
Purchased 4 tires from Sears. When they were mounted and I was driving home realized something was causing a vibration. Went 3 seperate times back to dealer to have alignment redone. On the 3rd try the manager finally said he thought 2 of the tires were defective. I had to wait 2 more weeks for more tires to be shipped since none were in stock of the same model.(kumho) The people working at this particular Sears store made comments throughout my visits there about how the company doesn't pay for good help and they have to hire whatever they can in terms of laborers.

I will never go back there ever again. I'd rather pay more and have less headache. By the time they hit you up for all the extra little fees and valve stems and all that you are paying around the same anyways. The lifetime free rotation used to sell me but not anymore. The 2nd time when I had gone in for another wheel alignment they must have not put my lug nuts all the way back on. I'm lucky the tire didn't fly off on my way home. This experience was like a bad movie.

Lester of New York, NY (10/21/06)
I took my car to the Sears Auto Center to have the front wheels balanced. When the car was returned I drove it out of the lot only to discover that the car wobbled because the right front lug nuts had not been tightened. In fact, they had barely been placed on the posts and were so loose that, in slowly circling the block to return the car, I had to stop to secure the nuts by hand. Some were so loose I could see the posts beneath them, and had to be turned four or five turns to get them finger-tight.

This was gross negligence that put me at risk of serious injury. I plan to have the wheels checked early next week to determine if damage has been done to the posts or the car. 

J.m.  of San Francisco CA (09/18/06)
In March, I purchased 4 new Sumitomo tires and a road hazard package, totaling about $500. Almost immediately, I began having front end vibration. I returned to the store, and, after a lengthy wait, had my tires balanced. Essentially, this process was repeated four times: Return to Sears, wait 2 hours, and have nothing done to resolve the problem. Eventually, I went to the local tire dealer with whom I dealt (with the exception of this purchase) for the past 15 years. After a 5 minute test drive, the mechanic informed me that I had tires out of round, or, in other words, I'd been sold defective tires.

I was also informed that Sears had incorrectly balanced my tires, because whoever balanced your tires didn't know what he was doing. This dealer analyzed my tires, found that 2 were defective, and rotated the defective ones to the back. I was charged $60 for the test and rotation. Upon returning to Sears, informed them of the situation: that I had wasted 4 days of driving to - and waiting at - Sears for a problem that another shop had diagnosed in 5 minutes. I demanded that the defective tires be replaced, and that Sears reimburse me for the $60 I'd spent on the analysis and rotation at the other shop. They complied.

I wasted a lot of time and probably contributed to excess wear and tear on my car because of the lack of expertise at Sears. I will NEVER buy tires - or use their automotive department - again.

Michael of Vineland NJ (09/10/06)
Ball joints were improperly installed on my 4 wheel drive truck, even after I spoke with the mechanic, while the truck was still on the lift. Lower ball joint broke causing accelerated tire wear and tie rod damage

Jesus of Dallas TX (08/31/06)
I went to Sears at Irving Mall and had my car tires changed. Larry informed me that it would take 1.5hrs and no longer than 2hrs to take care of this. After 3hours I get a call from Larry informing me that the job was done except there was a little problem with a lug nut . He stated he felt it was the fault the place in which my tires got rotated last. I asked him then why wouldn't they have informed me. He said most places wouldn't inform the consumer about such mattter given that they would have to be responsible in fixing the problem. I said why should I not think it was caused here at sears since it took so long. He said I would have to just take his word.

Mary of Kansas City MO (08/10/06)
I took my 1997 ford wagon problem -- no cold air from air conditioner -- plus an oil change. I was told if there was a problem could not fix they would not charge me I would have to go somewhere else. When I came back they said the mechanic said there was a clunk sound but it did not repeat and it was blowing cold air. When I got in and started the motor it blew warm air I drove approx. 5 miles and took it back. Jim agreed it was hot air coming out. A mechanic said freon was probably frozen in the line and I should let it sit overnight I felt the line and it was hot. and in the morning - start it up and see if it blows cold air that they will have to do a takedown to get the moisture out of the line.

I had gallbladder surgery 15 days ago. although I can get around I am still frail. The importance of the airconditioner is because I do volunteer work for the elderly many of them have pulmonary problems and have to have air conditioning, Thus they have to take a cab until I get my car fixed.

Chris of Lubbock TX (07/30/06)
Sears automotive center in Lubbock TX told me that the right front tire had a sidewall leak. I chose not to allow them to replace the tire without a second opinion. My personal mechanic reported to me that the tire had no puncture but the valve stem had been loosened.

The consequences included stress and letting a perfectly good truck sit because of the leak for over one month. It put my family in a transportation bind.

Eric of Niwot CO (06/12/06)
I ordered Monroe Gasmatic shocks because they were on sale 50 percent off. The first time about three months ago, the shocks never came in and my order/rain check was lost by Sears. The same shocks went back on sale, so I re-ordered. My total was to come to around $64. The parts were not in stock so they had to order them. They did not call me when they arrived - I had to go into the store twice before they brought some shocks out claiming they got misplaced. 30 min into installation they inform me that they had removed my shocks before noticing that the ordered shocks were for 2 wheel drive rather than 4. In the process they broke one of my original shocks so they had to install the next step up - the Monroe sensetrack. This caused the cost of my order to double. I told them that since it was not my problem that they had made the mistake I wanted them at the same cost and they refused - only saying that I couldn't drive off without the new shocks. The store manager was not present to file a complaint so I had to pay for the more expensive shock.

My bill doubled to $122.00 to drive my truck off the lot. They were unwilling to compensate me with any more than a 10% discount.

Thomas of Ronkonkoma NY (05/24/06)
On 10/10/2004 I purchased 4 new tires. Just about 1-1/2 years later as I was driving I had a blow out in one of the tires. I had drove 12,727 miles on that tire. To my surprise when I called up Sears Auto, I was told they could do nothing about the tire. I thought the tire would be prorated at the very least. I really assumed it would be replaced being that the warranty said 50,000 miles and I only did 12,727 miles. I was deceived because the Warranty said 50,000 miles and their saying that's for Road Hazard. The tire just blew, I didnt hit a pothole or anything else. It just blew as I was driving.

Joseph of Miday GA (03/18/06)
On May 16,2003 I bought a set of four tires from Sears Automotive in Savannagh Ga. The total price for this adventure was $559.00 after an alignment was added. The tires that I purchased were 60,000 mile tires. At about the 24000 mile mark my truck started to bump which led me to look at the tires. Sure enough the belts had separated. You could see where the belts were coming out of the tire. Keep in mind that these are 60,000 mile tires.

I called Sears to complain and they told me that they wuold pro-rate the tires and I would have to pay the difference. Of course I did not agree and complained all the way to Chicago. Anyway needless to say I did not win. I went back to Sears to purchase a second set of four tires, two of which were pro-rated. This was on May 5, 2004. This time it cost me another $442.00 and they re aligned the truck when it did not need it. The second set of tires I purchased were 50,000 mile tire. Low and behold my truck started to bump again at the 25,000 mark.

I took it to a Automotive shop in Savannah yesterday, March 17, 2006, and they told me the belts had separated on the tires on the front of the truck. They could find nothing else wrong. I do not drive the truck regularly due to gas prices so the mileage on the tires are low. I do drive the truck weekends and whenever I need it. 12000 to 15000 miles a year.

Cathy of Valdosta GA (02/28/06)
I drove my van to Sears to have the brakes repaired. After they allegedly changed the required parts I was told the van was repaired. I took the van and attempted to drive it back to my business. When I attempted to stop at an intersection the brakes didn't work. I was fortunate the traffic was not heavy and was able to coast to a stop on the other side of the intersection.

I immediately called Sears and the vehicle was towed back to Sears. Their mechanics looked at it again and stated they could not fix the brakes. They towed the van to Goodyear and they stated they could repair the brakes.

I paid Sears over $380.00 to repair the brakes and they didn't repair them. I had to have Goodyear repair the brakes at an additional $300.00. I would like to have Sears reimburse my money back since they didn't repair my brakes and could have caused me to have an accident.

Kevin of Titusville PA (02/21/06)
I bought new tires at Sears and purchased the road hazard for them. Now I'm getting vibration from one of the tires, so I took my car back to Sears and they said one of the tires had a broken belt. So they said they would replace the tire. After about a hour later I went back and got my car, and as soon as I got back on the road the same vibration was back onthe same side, So I went to a different Sears location and they said one of my rims were bent, so I went and paid 35 bucks at a salvage yard for another rim, and took it back to Sears.

After they changed the rims around, and I left and the same vibration was back. I took the rim they took off my car to a Independent tire service and they checked the rim to see if it was bent, and it wasn't bent. I have been to Sears about seven times about this, and they have done noting to fix the problem, except try to say there is something wrong with my cars suspension and there is nothing wrong with the suspension, because I wasnt having any vibration problems with the old tires!

Jim of Carlsbad CA (02/14/06)
Purchased 4 Dunlop 285/75R16 for a 4x4 Excursion (solid axles front and rear so there was no allignment problem) with 60,000 mile warranty. Wore out in 27,000 miles. Not honor warranty because all tires were not worn uniformly. Most of driving on crowned roads so tires on right side worn a little more on outside. Slightly more wear on inside of front left for same reason (crowned Roads)

Andrea of Jonesboro GA (01/31/06)
On January 8, 2005 I purchased and paid for 4 new tires, a wheel balance and alignment for my 2004 Nissan Maxima. Total cost was $670.04. On June 1, 2005 I took my car to the Nissan Dealer because it was shaking and was informed that the car needed an alignment. I informed the advisor that I had just purchased new tires, an alignment and balancing at Sears in January. The advisor informed me that the weights had not been removed from the car; therefore no alignment had been done.

Later that afternoon I took the car back to Sears with the payment receipt . The cashier apologized and referred me to a technician who that stated “some of the younger guys did not know about this kind of stuff” . The work was completed and I was not charged. On January 13, 2006 I took my car to the Nissan Dealer because it was pulling to one side and shaking. I was informed by my service advisor that the tires were cupped and pulling to the left, due to the car not being aligned. He further stated I needed four new tires and an alignment.

I took a deep breath and prior to heading back to Sears decided to call the Manager (Mr. L) of the automotive shop -- he said to bring the car in. Upon arrival found 5 employees in the cashier area talking to each other. After several minutes I was asked how I could be helped. I gave the cashier my name and that I had spoken with Mr. L by phone, before I could finish my sentence Mr. L interrupted and instructed the cashier to do a work request.

Mr. L never acknowledged my presence; I only knew who he was by his name tag. The cashier asked me if I wanted to be seated and my reply was no I wanted to see what was being done. I walked to the shop where my car was mounted, the technician turned the wheels went inside and spoke with Mr. L. He came out and did the same thing the technician had done. Mr. L then looked at me, never introducing himself and stated “Your tires are like this because you did not rotate them in the last year”.

I informed him that my tires had been rotated at the Nissan dealer, his reply, “prove it”. By this time I was so upset I could not find the paperwork for the rotation in my car so I called my Nissan advisor. The Nissan service advisor spoke with Mr. L and informed him of the dates and mileage for tire rotation. He further advised me that even if my tires had not been rotated within a year it would not have cupped the car the way it was. After speaking with the Nissan Advisor, Mr. L continued to blame me for not having a tire rotation for the problem. He stated he would give me 20% off the price of new tires.

Not willing to settle I ask Mr. L for his manager's name and phone number. He refused and advised me to call the Sears Customer Complaint Department. The number he gave me was not correct. After finding the correct number I spoke with a representative who connected me with a TJ who stated he was Mr. L’s boss. His conversation began by stating “Mr. L told me your story --  because you have no proof/paperwork I can only give you 50% off the price of new tires."

I continuously tried to tell my side of the story and he never once listened or apologized for my troubles. After this conversation I made it my mission to produce the paperwork for maintenance completed on my vehicle. After finding the receipts for the work Sears completed, I found on my second visit the only work done was a wheel balance, rotation, adjusted the pressure and removed the old weights. Again, no alignment was done.

I drove the car for almost a year with new tires and no alignment. After finding the documentation I called the Customer Service Center who spoke with the Shannon Mall Store District Manager who stood behind the original 50%.

Stan of Perry GA (05/16/02)
2/03/00--Purchased set of 4 tires for my F-150 Ford truck. Mileage-100,678mi. Order was for B.F. Goodrich tires--Firestone tires were put on truck. Purchase price was $277.96. 50,000 mi warranty on tires.

11/24/01--Right rear tire replaced because of defect(sidewall separating) . Replaced Firestone tire with a General brand tire. Mileage-115,162 mi. Cost--$38.19

4/9/02 Flat repair on right front. Mileage-117,742 mi.

5/10/02 General tire on right rear replaced because plys were separating under tread. Mileage-118,388 mi. Cost--$34.44.

5/14/02 Driving north on I-75 at approximately 8:30 a.m. I had the left front tire to blowout. At interstate speeds this was not a pleasant experience. Contacted nearest Sears Auto Center and they only offered to replaced the blown tire for and additional charge of $58.00. Left Sears and had a new set of tires installed at Wal-Mart(cost $375.00).

5/16/02 Contacted Sears Auto Center where orginal tires were puchased. I was given a $60.00 customer service gift card and an apology for my troubles. (Please note that the tires were rotated and balanced on a regular basis at the same auto center).

Because of the negligence of Sears Auto Center I have suffered not only economic but also emotional damage. Having a catastropic tire failure at 70 mph on the interstate and then having to put on a spare tire with traffic zooming by is very scary and upsetting. Also, this incident caused me to be late for an appointment. Economically this incident has cost me in several ways. $177.00--estimated worth tires replaced; $25.00 to replace trim on wheel.

I feel that Sears Auto Center did not adhere to their own INSPECTION guidelines(Sears had ample opportunities to find the defects--tire repairs and routine service) and by not doing so placed me and my family in danger. The tire failure could have resulted in a serious accident!!

Alan of Ozark MO (11/24/04):
We recently had a severe vibration start on our vehicle that we purchased used in Feb., 2004. We took it to a nearby tire store, where we were told the belts had separated on the Goodyear tire on the front of the car (the other three were fine). The tire was in the condition that it could have blown at any time. The tire store told us Goodyear replaces defective tires. I contacted the Goodyear dealership, where I was told the specific tires on my car were sold only through Sears, and that Sears would have to warranty the tire. When I went to Sears, I was told that since I did not originally purchase the tires myself, (even though I'm sure the tires were purchased at the Springfield, Missouri, location) Sears would not warranty the defective tire.

Chris of Ida MI (8/24/04): I bought 4 tires at Sears a year ago. I also purchased road hazard. I've had a slow leak so I took it in on a Friday at noon. I go after work at 4pm and they say the tire has a nail too close to the side wall, but they said they don't have a repacement in stock and it will be there Tuesday. And then they tell me to just keep airing the faulty tire up until Tuesday. Hmmm ... leave the store with a nail in it?

So I get home and my boyfriend calls Sears and leaves a good message for the manager Laurie to call back Saturday morning. No calls back. So now I go in on Tuesday at lunch time to get it fixed but they tell me the tire is still not in and that they got the message but are too busy to deal with this and come back Wedneday. Tice now leaving the store with a faulty tire, they don't even put on the spare?

Dr. A.K. of Chula Vista CA (8/20/04):
After purchasing two tires at a Sears store in Chula Vista, I began to receive the usual "when can you pay" calls from Sears/Citi card. After 15 attempts to get a statement/bill sent to the right address for payment I have given up. Repeated request for Sears "agent for service" to file a legal action, also no information. It seems I will have to get the information from California corporate information in Sacramento.

Have experienced a lowering of "credit score" from this mess.

Thomas of Hereford AZ (8/14/04):
On August 13, 2004 my wife took my Ford truck in to have a tire fixed that had a staple in it. She had just gotten off work and it was raining. At 3:30pm the store took the keys and said it would take 45 minutes to an hour to repair. After she walked around the mall, she returned to the store, 45 minutes had passed and the truck was still sitting in front of the store. She was told it would only be a few minutes more and the truck would be taken back, again she went and walked around Sears, returned a half-hour later the truck was still parked in front of the store.

At that point she asked for the keys and came home, risking having a flat tire on her 10 miles home in pouring rain. This morning I returned to the tire center myself, told them I needed the tire repaired and what had happened to my wife. There was one person ahead of me. After a half hour I walked back to the service center, because my truck was still in front of the store. There was one vehicle in the bay with one person working and three other guys standing around talking and eating donuts.

Then an old green car pulls up and one of the workers went out and said "Oh, sure there it is" and pulled the car into a bay. In the meantime my truck is still in front of the store. I then contacted the Manager on duty (Jerry) and he got my truck into the bay and it took about 13 minutes to repair. Then as I was waiting for my truck he came out to the bay area where I was waiting, he asked me to return to the customer service area and he would expediate my paperwork there. I guess so I would not embarrass him any further about his poor customer service in front of other customers.

I am very disappointed in the Sears Auto Center in Sierra Vista. Usually we have been taken care of efficently, but lately they have been lacking in professionalism. I'm most angry that they blatantly had disregard for my wife driving on a damaged tire in the pouring rain. Arizona highways are very dangerous to drive on in rainy conditions, due to the heat and then the rain makes them as slippery as ice in the North in winter. So even in good conditions with good tires it was dangerous, a blow could have been proven disastrous for her and everyone else on the highway.

"A" of Cold Spring NY (7/10/04):
Purchased two tires from Sears Automotive and they sold me the wrong size tires for a 1996 Subaru Outback Legacy wagon which has all-wheel drive. On AWD vehicles all tires must be the same uniform size. Since they put the wrong size tires on my car it causes serious problems to the drive differential.

The rear end drive differential burnt up causing serious damage to the car. When I called Sears to report this they denied ever selling me the tires. However I have my receipt. First they lied to me then they refused to admit the tires were the wrong size and they tried to blame this mistake on me. I have asked them to replace the tires and they are refusing to return my phone calls. The two tires caost $275.00 and the rear end differential cost $650.00.

Rachel of Houston TX (5/24/04):
I brought my truck in on 10/29/03 and I had all four tires changed. I drive a 1999 Land Rover Range Rover and my truck has hydraulics. Every since Sears changed my tires I had problems with the hydraulic system, but nothing too major. I brought my truck in for an annual maintenance and I mentioned to the tech that I had tires changed at Sears and experienced some problems with my hydraulic system.

The tech checked out my hydraulic system and he said that the air balls were cracked and were probably damaged when sears changed out my tires. That is true because I had to go outside and disengage the hydraulic system after the tech had already tried to lift my truck up without disengaging the hydraulic system. I believe that Sears is responsible for the cost of fixing the problem. The estimated cost is $600.00.

This one problem could lead to many other problems if not treated as soon as possible.

Ronald of Manassas VA (11/14/03):
Took my Suburban in to have a tire fixed. Assumed it was a nail. Waited and waited during my lunch hour. Two hours later I asked again, "When will my truck be ready?" The guy at the desk asked the person who was assigned to the ticket and he said "Oh, it's done". Then they couldn't find the keys. I'm thinking by now "what a bunch of incompetents...how do they stay in business?"

So I left thinking that the tire was fixed. The next morning I went out to the garage and the tire was flat again! Needless to say I was not happy. My wife insisted on taking the truck to the nearest Goodyear Tire Center. Two guys inspected the tire and found a nail still in it! They said the tire had not been pulled off the rim because the old balancing weights were still there. So, I was LIED to by Sears. Even worse than incompetence.

This caused me to lose time at my work. My wife lost time from her job today. And I've totally lost faith in Sears. I intend to show this nail (which I kept) to the store manager and report this to the state attorney general. The safety risk those guys at Sears caused is that by thinking the tire was fixed, I may have driven my family in it and suffered a blowout.

Sharon of Sun City CA (7/13/03):
I went to the Sears Auto Center in the Westminster Mall on Saturday, July 12, 2003 at approx 4:00 p.m. to get 2 tires put on my 1997 Ford Explorer. We picked out the tires, signed the paperwork and left the keys and were told to come back in about 1 1/2 hours. We left to go out to dinner. Within 15 minutes, they were calling us on the cell phone stating that they couldn't get my key to work. We told them that when we pulled up, there was a identical Ford -- same color, etc. parked a couple spaces down, maybe they got the wrong keys. They called us back stating that all the men in the store had tried to get it to start and couldn't.

So we left our dinner and came straight over there. They gave us the key and we tried to start it, it wouldn't even turn. They had obviously used the other person's key in the ignition and broke it. We had to call a locksmith to come out and he said it was a tumbler inside the ignition that was damaged due to a wrong key being forced into it. We informed the manager and they all denied it. Even denied having a identical Explorer -- we showed them it was up getting its tires on. The manager, Mr. Gomez, became very irate, very sarcastic and basically said they weren't responsible for it.

Now I have to take the truck into the dealership to get a new ignition. I feel I should not have to pay for this, since I have never had that problem before. I am a single mother and can not afford this, I am also going to be without a car while the car is being repaired.

If Sears refuses to repair the damage, Sharon should go to Small Claims Court.

Cynthia of North Vernon IN (6/9/03):
June 3, 2003, I returned a tire under warranty to the Columbus Sears store. Becky was to call when this tire had been inspected. Inspection found the tire to be covered under warranty and Becky called our home to let us know Sears no longer carried this brand of tire. The tire was purchased Sept of 2002. Upon my suggestion Becky located a replacement tire through the Washington Square Sears store in Indianapolis. Becky said it might take until the following Monday to receive this tire. Delighted to hear the good news I let Becky know this was agreeable. She was to call and let us know when the tire arrived.

It has been two weeks today -- still no tire, no word from Sears, spare tire still on vehicle. My husband has called, spoken to the manager of the automotive department. He also has called the store manager, explaned the situation, and still nothing. How difficut is it to UPS one tire? Hey, it's only 40 miles away!

Chauvon of Leesburg VA (6/2/03):
I went in for a tire repair, rotation and balance. Pulled my vehicle out of their garage and my left rear wheel fell off while I was driving out of their parking lot. The truck frame needs to be well inspected. I know that there is brake damage, bumber damage, left wheel quater panel, rim and tire damage, and I saw fluid leaking from underneath my truck.

Another case for Small Claims Court.

Margaret of Brooksville FL (5/20/03):
On March 2, 2003 I went to Sears to have a tire replaced. While replacing my spare tire in my trunk, they turned the key of my electric scooter to the ON position, thus depleting my batteries to the point they would not recharge, thus they had to be replaced to the tune of $92.96. I am 85 years old, and not in good health due to heart problems and arthritis. This damage was not known to me until I had occasion to use my scooter on May 16. I have been unwell and in and out of the hospital since March and had never gone in the trunk since March.

I contacted the Sears Auto Center in regards to this damage to my personal property by them, the auto center Manager, Shawn, told me Sears would do whatever it took to make it right. Well after attempting to recharge the batteries, to no avail, I had to take it to MOBILITY EXPRESS in Weeki Wachee FL. Ed, the owner tested the batteries IN MY PRESENCE 3 times. They were totally shot and had to be replaced. Now Sears says they will not reimburse me for the damages they caused.

I have been thru the Auto Center Manager, the Sears "customer service", who by the way claimed it would be taken care of, and to the corporate offices to no avail. I am 85 years old, on a very limited Sosial Security income and this scooter is my "legs" so it is necessary it be in operating condition. I had to spend my monthly grocery money on the batteries, and did so because Sears assured me they would make it right. Also, I have checked and the chances of the same person having a nail hole in the inside sidewall of a tire on the same location twice in 6 months are phenomenal.

Anthony of Staten Island NY (5/15/03):
On my 2001 Acura 3.2 CL Type S, it had come time that I replace my tires. The original manufacturer equipment lasted me 51000 miles. I brought the car to Sears Auto Center in the Staten Island Mall for replacement. After the labor and wheel balance, the final cost of the tires was $673.22. After having the new tires for 7 months (and driving 12000 miles), there were two bubbles that developed on the front two tires.

The tires came with a 40000 mile warranty, which is clearly printed on my receipt. But after calling Sears and telling them I was going to come in, I was told that the bubbles had to be caused by a pothole (which seems ridiculous because how come the bubbles were on two opposite sides of the car) and that I would not be covered at all. Being that I drive mainly on the highway, and do not remember hitting any massive craters that would do that kind of damage - I can only conclude that these tires were a manufacturer's defect. It is obvious that Sears does not stand behind their product, and I have been fleeced as a result.

Edward of Appleton WI (5/12/03):
I took my 95 Escort in for two front tires and an alignment. (Car was pulling to one side.) Three hours later, I was told that my "tie rod ends were shot and they needed immediate replacent." I asked how the car ran and steered fine although the alignment was off and now the tie rods are so shot I won't be able to drive home? My question went unanswered. I told them to take off the new tires and get me back my car so I could take it to a reputable shop. Sure enough, the front steering I drove into sears with was NOT the front end I drove out with. The car was nearly undriveable. They put my old tires back on, with about 12 PSI in one and a rock solid 60 in the other, cute huh?

Jon of Ravensdale WA (4/29/03):
After receiving a 4 wheel/tire package from a mail order company, I was experiencing vibration problems, so I took the vehicle to Sears Automotive. They recommended checking the wheel balance, which I agreed to and paid for. During the process of removing my wheels, my wheels were gouged in several places. I didn't discover this by their telling me, but rather the next day when admiring my new wheels. I am currently in the process of trying to get these repaired or replaced, however they don't seem to want to give me more than $150 to simply go away.

If I have to replace these myself, the cost will be in the neighborhood of $500 plus the labor to mount and balance the wheels when the tires are re-installed.

Another case for Small Claims Court.

Henry of Tampa FL (3/19/03):
I purchased four Dunlop Tires for my 1998 Jeep Cherokee on March 31st, 2001. I purchased these tires specifically at Sears Automotive because Sears has a 60,000-limited tread life warranty on these tires. I have put only 29,000 miles on these tires so far and they are almost completely worn. The tires cannot even hold a proper balance due to the degree of wear. I then decided to take the Jeep to Sears to have the tires replaced as they are covered under the limited warranty.

The tires were given a preliminary inspection in the parking lot and I was told by the lady assisting me that the wear was uneven and that the warranty did not cover the tires at all. The lady said that the vehicle was out of alignment, even before the vehicle had been put into the garage on a lift. After the vehicle was put on the lift and it was determined that the alignment was absolutely perfect, I was then told that the tire pressure was low and that the warranty did not cover that. I have my tires serviced by Sears and at local oil change places which specifically adjust the tires to their appropriate pressure. Which I always check myself afterwards.

After I explained this, the lady assisting me left the room, and a new man appeared and said that it was due to hard driving and the warranty did not cover the tires. My vehicle is a two-wheel drive Jeep. It is not a sports car and is not a fast vehicle at all. This man then left the room and a new man appeared. This man, Jon Koernig said he was the store manager and said that he would only pro-rate the two most severely worn tires for $40.00 each. I explained to him that all four tires were prematurely worn and that I could not put two tires on a vehicle and have two older worn tires that I would have to replace within the next few thousand miles. I have thirty one thousand miles warranty left on my tires. The tires began with a tread depth at 12 / 32nd and are now at a tread depth of 4/32nd and 5/32nd.

These tires are well below half and are not even half way through the specified limited warranty of 60,000 miles. I paid $420.00 dollars for this set of tires installed specifically with the intent of getting the full 60,000 miles out of them. I asked Jon Koernig for half that price to be covered by warranty and that I would pay $210.00 for a new set of the same tires installed. Jon Koernig stated that the $40.00 off of two tires was all he was willing to offer. Mr. Koernig then suggested I call Sear automotive corporate in Dallas. I was given the number to corporate and immediately walked out to the parking lot and called the number.

I was given a case by a representative named Tre and he began by attempting to call the store. The Sears Representative put me on hold and returned and said that he was told that the store’s manager Jon Koernig was not in the store. I informed the representative from Sears that I was sitting in the parking lot looking right into the store and Jon Koernig was standing right were he was when I left. Jon Koernig blatantly misinformed the Sears representative and I told him that. The Sears representative then called the store back immediately and told them that he new for a fact that the store manage was in the store. The Sears representative then informed me that the store still denied that Mr. Koernig was in the automotive center and that John Koernig was now in the Sears main retail building across the parking lot from the automotive. I then informed the Sears representative that I could see Mr. Koernig and that as we speak, Mr. Koernig was walking into the back of Sears where I could not see.

Within a minute, the lady who had been helping me earlier ran outside and was frantically looking around the parking lot to determine how the Sears representative had known that Jon Koernig was in the store. The moment she noticed me on my cell phone, she immediately began walking back into the store.

Two days later I was contacted by the District manager who would not give me his name. The District Manager, who had not seen my tires, and who had not even spoken with me before immediately presented his decision. The District Manager said that he would take $100.00 dollars ofF the cost of the tires, not even the installation. I explained that the tires are covered more under the warranty greatly and if there were any other options. The District Manager said that that was his final offer. I then explained to the District Manager about the deception by the store manager and his staff member of intentionally misleading the Sears representative and the District Manager said that that was not important and irrelevant to my case.

The District Manager was so sarcastic throughout the entire conversation that it was impossible to explain anything and I continued to ask him why he would not even look at the tires. The District Manager laughed and repeatedly told me to read my warranty, of which I have two copies. I read the warranty information to the District Manager. The warranty explains tire wear and also specifically states; “that if the tire becomes unserviceable due to a defect in materials or workmanship at any time during the original tread life, we (Sears) will, at our option, replace it with an equivalent tire or refund the original price.” The District Manager laughed and repeated the words about, “at our option.”

My Sears representative contacted me the next day and asked what the result was and I explained to him what the District Manager had said and that he had offered me almost nothing more than the store manager. The Sears representative then gave me a new number to Sears Corporate in Illinois and he told me that was the next step to move forward with my case. I then called the number the next day to seek help with my problem. I was told that the District Manager’s decision was final and that there was nothing more and there was no reason to have even contacted Sears in Illinois at all. I was told that I should not have even been given the number to Sears Corporate in Illinois and that that was not procedure at all.

Henry should preserve all the evidence -- including the tires -- and head for Small Claims Court.

Ray of Bellingham MN (2/4/03):
On 8-18-2001 I purchsed four Goodyear tires at a Sears Auto store in Brooklyn Center, Minnesota. At the time of purchase the odometer reading was 83,322 miles and the time I requested replacement the mileage was 88,520 miles. The Sears store in Brooklyn Center helped me find the store nearest our residence, which was West Fargo, North Dakota. The reason for our requested tire replacement was that the tires were causing my pickup to wobble. I had my vehicle checked by a local mechanic, thinking maybe I needed the tires balanced or something along that line. I was told by the mechanic that the tires were bad and that I should attempt to have them replaced due to their condition and the lack of miles put on these tires. He said that the steel belts are moving and that the tires should last a lot longer than 5,000 miles.

I showed him my warranty and the road hazard plus agreement. So off to Fargo we went, talked to the service people at the Sears Auto Center and they agreed to check the tires. They returned to tell me that only one tire was bad and that they would gladly replace that tire and only that tire. Well I am a believer in good advice and if even one tire went bad with only 5,000 miles then the other tires are not far behind and I would have to continue to go through the same procedure over and over again. I want you to understand that the people that I delt with at Sears Auto were nice about what they said, but they never suggested any other options; like different tires at an additional cost to me, I would consider paying more for a different brand of tire.

Nothing whatsoever was suggested to me and I related to the manager as well as the store manager that I was not happy with the situation and I was going to pursue a solution to the problem. I would like to state that we have shopped at Sears for many many years and we have been very satisfied with the products and the services. My wife bought a large tool chest while at the West Fargo Sears and I made her get her money back due to my transaction with the Auto Center; the cost of the tool chest was over $1300.00.

Steve of Phoenix (1/6/03):
I purchased two new tires for my son's car in May of 2000. They have (had) a 40,000 mile warranty. I also had them aligned, at their suggestion. Nine months later, with just 20,000 miles on them, they were both worn out and wires were even sticking out from the sides where the tread was completely gone. I returned with the car and after waiting in line I told the kid at the counter that I had a 40,000 mile warranty, and that there was no tread left after 20,000 miles. He looked at me and asked how many times I rotated them and I said that I hadn't (being truthful). I then told him that the tires were worn unevenly he asked how often I had them aligned. I told him that they had done it when I bought the tires.

Then he says "well, 20,000 is a long time to have them on one axle. It was becoming clear at this point that he did not intend to do the right thing. I asked him "So, what are you saying, that you're not gonna honor the warranty?" His reply was "nope." And this without even looking at the tires. So I said "Well, if I have to buy new tires I'll go buy them somewhere else!" And he said "okay."

Dawn of Ruther Glen VA (9/13/02):
My husband and I brought our SUV to Sears Automotive in Fredericksburg, VA to get new tires put on, tires balanced and oil changed. After picking up the truck 5 hours later, the truck was shaking violently. Upon my husband looking at the tires, the lug washers were broken. The guy who had worked on our truck had broken them, and had intended to just leave them like that - unbelievable.

So, we brought the truck back to them to correct the next day, and happened to question them about the oil change, which was a special they had that was included in the tire/balancing special. The manager actually said they had NO SUCH SPECIAL, until I pointed to a huge sign, right on their wall, advertising this. They HAD NOT done the oil change. They said they would do it that day, and replace the broken lugs and balance the truck. Once again, on the way home, in disbelief, the truck was shaking violently - it had not been balanced at all.

So, for the 3rd time my husband took the truck back. (Keep in mind, this would be DAY 2 that my husband had missed work - time and wages - because of Sears' negligence). The 3rd time we were back there, the guy at the counter could not tell us when he could fit us in. He said it would be awhile before he even knew who could look at it. My husband explained to him how this was Sears' fault to begin with, and this was the 3rd visit for the same problem. That made no difference. He had to get this truck back on the road, so he had to go to another auto shop, which did balance our tires and replace the broken lug washers, at an additional cost of $86.00.

Nothing has been done by Sears. Absolutely no attempt to contact us, no apology, no nothing. The 2 days that my husband missed work due to Sears, his department was extremely short staffed and caused many problems (he is a Police Officer). In addition to the extra money we had to pay someone else to fix Sears' error, which we could not afford, my husband had no sick or personal days at work, so the 2 days Sears caused him to miss were without pay. I can't stress how this financially hurt us, we are still trying to recover.

John of Mt. Vernon, WA, writes:
I am replacing OEM GoodYear Wrangler AP tires with over 70,000 miles on my 1994 Isuzu Trooper. I purchased 4 DUNLOP Rover Touring LT, LIGHT TRUCK/SUV, P245/70SR16 tires for $76.99 each. ($307.96 plus tax was the quote on the telephone.) When I arrived to have the tires installed, the quote was $495.78, and the tires were not in stock. I agreed to $39.96 for tire balance + $10.00 for new valves, but not to the $11.99 per tire for road hazard warranties and $49.95 for wheel alignment.

Still a good deal with 10% off for being there before noon on the day after Thanksgiving and "ZERO % financing 'til Jan '02 when you use your Sears card."

Dunlop has no information on this tire on their web site. I got a call today from the Dunlop representative, and he said this tire is a private brand made for Sears, and all details and specs come only from Sears. I told him that the tires were advertised as "Light Truck/SUV" and sidewall label is "Dunlop Rover Touring LT."

He told me he thought these tires were just "P" tires. I asked what was the difference between LT and P tires? He said construction!

I asked him about "Road Hazard Warranty" and why Sears wanted $11.99 per tire when GoodYear was only $1.99 and several others offer it free. He told me that road hazard is not offered by the manufacturer and is offered only by the seller of the tires. I thanked him for calling. He said I needed to ask Sears for all the details that I was inquiring about. I am still waiting for my new tires to arrive at the Sears Auto Center. Is the $100+ I am saving worth it?

Doesn't sound like it. John needs to get the right tire for his truck, not the cheapest. We don't think he's getting either.

Barry of Aiken, SC, writes: In the past 5 years of buying and wearing out Sears tires, they have yet to honor a treadwear warranty. They always have a reason to blame it on me, citing uneven wear or mechanical problems.

Today, I took 2 tires in that have a 60,000 mile warranty, and they are worn bald all the way across. They say that they wore prematureley due to low pressure, and would have lasted 60,000 miles otherwise.

I believe I am entitled to a 33% refund or credit but they say NO. Similar experience with other tires including tires that went flat on my other car. Their warranty is worthless.

These tires are due a 33% credit. Other tires that went flat after 10,000 miles due to unexplained leaks were adjusted only at a 25% credit since we could not determine the cause, they assumed it was my fault, not a defect. I believe this is a racket like their tire balancing. They could not give me a reference customer who had ever received a mileage adjustment. I don't believe they ever do it.

Frank of Lexington, MA, writes:
I recently purchased four tires from Sears Roebuck in Burlington, Mass. As soon as I drove out of the parking lot I noticed a noise coming from the rear right wheel.

I figured it was the sound of the new tire and would wait a week. Week passed and the noise was still there. Took it back and they said nothing was wrong . In the meantime the noise is more prevalent. They are indifferent to my complaints.

Mike of Tallahassee, FL, writes:
On the morning of Feb 14 2000, I brought our 95 Lebaron to Sears auto shop to repair a flat tire. The technician put on a new tire and I paid and left. I drove a short distance to the grocery store and when I came out the NEW TIRE WAS FLAT.

When I touched the lug nuts they were very hot. Back to Sears I went. I told them that the tire was flat and that it had not been properly installed. When I told them the lug nuts were hot their response was..."Oh then you must have a problem with your brakes...We'll take a look..."

I immediately told him there could not be a problem with the brakes because I just had them done - which I did. If I hadn't said that I'm sure I would have had unnessesary brake work done.

So they again replaced the tire, this time putting it on properly. I then left the store. By now it was the end of the day and I went to pick up my wife from work. As soon as we started driving home the temperture gadge went to hot. I pulled over into a gas station and opened the hood. I opened the rad cap and noticed it was not on properly. (it was just sitting loosely).

All the water had been drained out of the rad! I believe the technician may have loosenedd the cap on purpose because of my dissatifcation about the tire. The night before all this we had driven 100 miles from the beach back to town with no problem and haven't had any problems with the car since the last time we had it in the shop quite a while ago. It seems that every time we bring the car in to the shop, something else mysteriously goes wrong with it right away... This story is just another example.

Margaret of Elmhurst, NY, writes:
My husband brought his 1991 BMW to Sears Auto Center for tires and a wheel alignment. He was told to come back after 2 hours. Upon returning the car was not ready and no one was working on it. When he asked what was going on he was told it would be a few more minute.

After approximately 30 minutes my husband went to look at the car. The mechanic was drilling underneath the car. He was told by a mechanic that the control arm was seized and they were having some trouble. Upon further inspection my husband saw that the control arm was broken. When he told the mechanic it was broken the mechanic said they were waiting for the part. If my husband had not inspected the car it is obvious that they were not going to say anything about the damage they had caused.

We are both still very upset by the fact that had they succeeded in their deception and the slipshod repairs they were attempting to make caused the control arm to break again there could have been very serious consequences.

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Back to the top | Automotive Section