I felt it was time to voice my opinion with the operation of Les Schwab located in Florence, Oregon. My husband and I have been customers for many years. I have also talked with family and friends in the past month and it seems the customer service that Les Schwab was known for no longer exists.
In November I heard my brakes making a noise so my husband went down to Les Schwab to have them looked at. The young man told my husband the brakes were fine. As my husband left Les Schwab, he finally heard the noise I was talking about, he pulled into a different shop and was told our breaks were rubbing metal to metal. Nice customer service when someone cannot notice breaks when they are rubbing metal to metal. I did call the manager to inform him what had happened.
In December of my husband was driving our PT Cruiser when he hit a pothole that ruined both of the front wheels. He went to Les Schwab to get them fixed and they gave him two options. The first option was to replace the exact wheels at a total cost of $900.00 or replace all four of them for around $450.00. Since it was the holidays money was tight and we chose to pay $450.00.
The other day I was shopping on EBAY and found the exact wheels for $100.00 each and was about to order them to go with the other two when I asked my husband where the wheels were. He responded by saying, I guess Les Schwab must have kept them. I was furious to learn this so I gave the manager (Dave) a call today and asked about them.
I realized it was too late and knew they were long gone. Dave responded to me saying it was our responsibility to ask for them back. I have never heard that before when I bought wheels for other vehicles. Those wheels belonged to me until I decide what to do with them. Dave also said, It's just like buying tires we throw them out. I responded to him oh no it's not. When buying new tires it is because the tires themselves are worn out. I told him Les Schwab had no right making that decision.
Last week the brakes on my truck were making a noise and knowing the truck had 90,000 miles we knew it was time for new brakes. Therefore, I called the Les Schwab office in Florence, was quoted $305.00 for the front and another $305.00 for the back. I asked if this include rotors and the young woman told me it would be another $95.00 a wheel.
I thought this was somewhat high, I then called a private shop in Newport, dropped my truck off and the total bill for everything was $482.00, which even included a new caliber. I think you are over pricing your products. I saved $508.00 by shopping around.
Last summer my parents needed new tires for their car and pulled into the Les Schwab in Eugene on West 11th. Both are elderly. They waited 20 minutes and not one employee asked them if they could help them. How sad. They left and went elsewhere.
I do believe that if Mr. Schwab knew how the family was operating his company he would be appalled. His dedications were the customers and since he quit working, the company has spiraled out of control.
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