Thank you for allowing me the opportunity to tell of my experience with Just Tires, which is located at 457 N. Frederick Ave., Gaithersburg, MD 20877.
I purchased two tires (Dunlop Sport A2) from Just Tires on January 27 for the total amount of $307.67. This amount included the two tires in addition to 2 new valve stems, wheel balancing, tire disposal and 1 mount and balance of an additional tire.
I dropped off my car at Just Tires at 4:00 PM, according to the store invoice. I retrieved it at 5:19 PM. When I walked out to my car I noticed that there was a valve cap missing from one of the new tires. I went back into the store and mentioned this to one of the employees who asked a mechanic to go into the garage and get one for me. They handed it to me without any apologies or offering to attach it to my valve stem. I put it on and immediately drove home, which is approximately 100 yards from their establishment.
Once home, I did a walk-around of my car and inspected the other tires. I noticed that one of the new ones was completely flat. Using my tire gauge, I checked the air pressure and found that it had approximately 10 pounds of air in it and was also missing a valve cap. I checked the other new tire and found it had almost 60 pounds of air pressure. I drove to a gas station and corrected the air pressure. According to Mr. Cecil Cunigan's reply to the my complaint filed with you, he states that he believes that the tires were installed and filled to the correct air pressure of 35 P.S.I. When in fact, to the manufacturers specifications, the tires are rated at 44 P.S.I.
I never stated to the B.B.B. Or to Mr. Cunigan that the tires were filled to 35 P.S.I. But rather said that one tire was in fact under inflated at 10 P.S.I. And the other tire filled at close to 60 P.S.I. Way beyond the tire's specifications. While being under the light of the gas station I noticed that one lug nut was protruding a great deal more than the others. I attempted to loosen by hand only. Realizing that this lug nut would have to be removed by their air-impact tool only since this is how it was put on, I would have to return the next morning to have this problem corrected. I marked my valve stems and tires with a permanent marker and arrived before they opened to ensure that my car would be the first one that they would take in. I had called my employer reporting my tardiness and explained that I would be arriving as soon as my car was taken care of.
Mr. Cunigan greeted me at the front counter and I proceeded to explain my dilemma to him. He directed one of his mechanics to take my car in and raise it up. I sat in the waiting room listening to them taking off the lug nuts to the one tire. I could tell that they were finally on the stripped lug nut when the noise of the impact tool kept grinding and grinding. I knew that in a matter of time Mr. Cunigan would be back in to tell me that they have a problem, which he finally did. He said that they could not take the lug nut off and that they would have to go to one of two possible garages to have the wheel repaired. He stated that he had only one actual mechanic and he would not be in until later in the day. He also stated that the mechanics were not in fact competent enough to do a job like this. He felt that the tire would have to be removed and the stud would have to be replaced because it is now stripped.
He also stated that he would have both of the new tires taken off of the wheels and the valve stems replaced.
Mr. Cunigan explained to me that there was a couple, meaning two, lug nuts that were different sizes that were on the wheel. He thought maybe this could be a problem and that I should buy the correct sizes from a Ford dealership and that his store would put them on free of charge. He, Mr. Cunigan, invited me into the garage to look at the wheel. Ironically the lug nuts had already been removed from the wheel and were presented to me by hand. Despite his statement that I had not responded to his mentioning of this to me, I did tell him that the lug nuts were not stripped when I brought the car in and that the second lug nut, that was supposedly the wrong size, was not stripped, as was its twin.
Mr. Cunigan offered to have my car driven to a garage in Gaithersburg that would do the repair or I could drive it myself. I chose the first option since I could walk home from Just Tires but not from the repair facility. He said that the car would be taken there before they opened and that they would have my car taken in and taken care of immediately. I questioned in my mind as to how the manager of Just Tires would make that commitment for another repair facility but was optimistic that the repair facility would honor Mr. Cunigan's request. Mr. Cunigan stated that he would call me immediately once he got my car to Just Tires so I could pick it back up. He also stated that there would be no charge and did offer an apology. He said that he will do whatever it takes to remedy this situation.
I waited until 12:15 PM for Mr. Cunigan's phone call but I never received one. So, I called him. At that time he stated that the car was still at the garage and was now being worked on. He promised to call over there shortly and check on the status once more and give me a call back. At this time I made another call to my manager at work and stated that the repair was taking longer than anticipated and that I would make a serious effort to arrive at work before the day ends. At 4:10 PM I made another call to Mr. Cunigan. Someone other than Mr. Cunigan answered the phone and asked me to hold. I held on for ten minutes before hanging up and calling back.
This time Mr. Cunigan answered the phone and asked me to hold. I was placed on hold for another 5 minutes and decided to walk over personally. While in route to Just Tires, Mr. Cunigan answered my call (I was on a cell phone) and stated to me that they had my car back at 12:00 PM. I mentioned to him that I called 15 minutes after 12:00 PM and he told me that the repair facility still had my car and that he would call me back after he contacted them. He said then it must have been shortly after that, that they had retrieved my car and that he asked one of his employees to call me. The invoice for this visit to Just Tires gives an arrival time of 7:31 AM (the store opening time) and a close out of the work order at a time of 1:37 PM. My guess would be that this is the time that they actually got my car back to their location and closed out the invoice. I was given my keys and I did another walk-around my car before leaving their shop to make sure that all of the tires were on correctly.
When I returned home I contacted a Ford dealership according to Mr. Cunigan's advice and explained the situation to a mechanic of their garage. He stated that the lug nut could have a different size diameter on the outside but still be the correct size to fit onto the stud. He also stated that it is odd for the outside diameter to be different but if the lug nuts went to Just Tires non-stripped then they should have departed from that same shop in the same condition. He asked if I had checked the markings on the tires and valves. Believing that Mr. Cunigan was sincere to his word that he would do everything to make this matter right, I had not checked the marks at that moment.
I immediately went out to my car and checked my markings on both the tires and valves. The tires had NOT been taken off the wheel and the valves were NOT replaced as promised by Mr. Cunigan. If the tires had been removed from the wheels than I feel it was a very lucky shot and they were able to reinstall the tires so that that the marking lined up exactly with the markings that I had made from the tire directly to the wheel. Also they would have been very creative in marking any new stems with the exact same markings that I had placed on them as well.
My defective valve stem remains a problem and continuously leaks air. I have chosen to have my car sit idle until this situation has been resolved. Meanwhile, I have borrowed a car from a friend and have contacted the B.B.B. And the credit card company, to dispute payment of this transaction. A copy of the company's answer to the complaint and a copy of my reply will be sent to the above mentioned as well as to Just Tires District Office #0724 located at 1404 Wall Road, Suite 300, Wake Forest, N.C. 27587.
My opinion of Just Tires' incompetence stems from the sale of the tires. While determining the tires to use on my car he was questioning whether or not the tires that I was purchasing were defective in design by looking at the tread pattern. I had to point out and explain the pattern to him, which showed that the tires were designed correctly. The other ineptitudes remains solely on the technicians installing the tires.
I hope to resolve this matter without any further delay or cost. I do intend to be very assertive and vigilant in having this matter resolved to my satisfaction. And I will have the cost of the tires and the additional cost for the replacement of the valves that were supposed to be replaced. I lost a considerable amount of money due to work loss over and above those costs. I do certainly appreciate the intervention of the B.B.B. And that it has my thanks for that.
Thomas
Gaithersburg, Maryland
U.S.A.
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