Jack ‘n Tracie

Store Manager
Les Schwab Tire Centers
11804 NE 78th Way
Vancouver, WA 98682-4114

Dear Les Schwab Store Manager:

I?d like to offer feedback about the service I received for my vehicle on November 18th and November 19th, 2005. As I work in the customer service industry, I know how important and valuable feedback is to any company who strives to be the best.

Earlier this week the front right tire on my 1999 Dodge Caravan was flat. My husband dropped the tire off and asked if it could be fixed. It was found that it was not repairable. On Friday November 18th, 2005 around 8:30 AM, we brought the Dodge to the Orchards Les Schwab Tire Center. We gave clear and precise instructions: replace the front two tires, purchase a new wheel to turn one of the old front tires into a spare, test drive it to check a shimmy we?d been experiencing, and check the back brakes. If any work needed to be done, call us and let us know the cost. I mentioned I was specifically concerned about the back brakes as a year ago when I had the front brakes replaced by Les Schwab; I was informed the back brakes would need to be replaced soon. We explained they could have the vehicle all day to check these things as we could pick it up late afternoon.

I watched the person who received our vehicle write this down. About an hour later, John, a worker from Les Schwab called me at home and said my vehicle was ready. I was a bit surprised at this as it was extremely fast. I expressed my surprise and he said everything looked OK. I asked if the back brakes and the shimmy had been checked. He said yes, and that everything was fine.

I explained, again, what I wanted done. Again, John told me everything was fine. So we discussed replacing the front tires and the cost. At the end of the phone call, I explained to John that we?d be taking the vehicle on a trip over Thanksgiving and I was really concerned about the back brakes. I asked John to double check the back brakes. He said he would.

John called me a while later and said my vehicle was ready. I AGAIN asked him about the back brakes. He said they were fine! I asked how late the Orchards Les Schwab Tire center was open and he told me 5:00 PM. Since my husband doesn?t get home till 5:00 PM I explained we?d have to wait till the next morning to pick up the vehicle. FYI: Your online site says the Orchards store is open until 6:00 PM Mon-Fri. So is that an inconsistency between the actual store hours and the website? If it?s truly 6:00 PM we could?ve picked our vehicle up on Friday November 18th.

Saturday Morning, November 19th, we arrived at the Orchards store at approximately 8:30 AM to pay for and pick up our vehicle. Once everything was paid for, my husband asked if anyone had test driven the vehicle. John was brought up to the front desk. He said he did not test drive the vehicle to check the shimmy as he felt the shimmy would?ve been caused by the bad front tire we just replaced. We were not satisfied with this. My husband asked if someone would test drive it anyway before we left and we expressed concern that this was not done the day before.

John was sent back out to the garage and Scott, another worker, test drove our vehicle. When he returned he pulled the vehicle into the garage. We waited for a while for someone to return and explain their findings. Finally we asked the receptionist at the front desk if anyone knew what was going on with our vehicle. She called and got Scott on the phone. She let me speak to him directly over the phone.

Scott explained he experienced a very slight shimmy on braking and that he determined it was caused by the rotor on the front brakes and could be replaced under warranty. He said it wasn?t serious and was very very slight and that the rotor didn?t actually need to be replaced but they would if I wanted. I said no, but I asked if he could check the back brakes as I was not confident this was done the day before by John. I explained to him why I wanted them checked (the trip, what I was told by Les Schwab the year prior, etc.). He said he would check them ASAP.

When Scott returned I could tell immediately that he was embarrassed. The back brakes were bad and needed replaced. He was very apologetic and explained that he had already spoken with John since the brakes should?ve been checked yesterday and John should not have told us they were OK.

I was quite irritated at this point and quite shocked and disappointed that even though I gave explicit instructions, and asked repeatedly everything be checked while the vehicle was with Les Schwab all day prior, it was not done. I felt lied to since I specifically asked John on the phone if the back brakes had been checked. He said he did check them, and he said they were fine.

Scott is now telling us that we were informed correctly the year prior. That they did indeed need to be replaced and he was very sorry it was not done on Friday when it should?ve been.

At this point I have a question for Les Schwab; who am I to believe? I hope you appreciate my lack of confidence in your workers at this point. One tells me last year the back brakes should be replaced soon. Then one tells me they are fine, and then the next day I?m told they are not fine. This is a complete run-around. This is something I have never experienced with Les Schwab in all the 15 years I?ve been doing business with your company.

I am confused about why John would not check the things I asked or tell me he did if he did not. I can only assume he is not properly trained on what good and bad brakes are if he did check them as he claimed.

The back brakes were finished within a couple hours and Scott called me as soon as my vehicle was ready. He explained he also replaced the front rotors anyway at no charge (under warranty). I did not receive any other discounts or compensation for my trouble and time, which is fine, but I have to admit I figured there would be something.

I have no issues or complaints with any other Les Schwab worker. Scott did his best to apologize for the errors and make it right. The receptionists were friendly and apologetic. However, in my opinion, John needs more training in both customer service and technical service.

In closing, I have been very happy as a Les Schwab customer. I?ve always been treated with respect and professionalism. This experience will not send me away as a customer. I will be back for any future tire/wheel, alignment, shocks, brakes, and battery needs.

At the same time, I do strongly feel that John did not embody the Les Schwab credo and this matter should be looked into by Les Schwab.

Please also inform me as to the true hours that Les Schwab operates.

Thank you.

Sincerely,

Tracie J. Thompson
Customer Services Supervisor, Technical Support
Lunarpages Web Hosting
http://www.lunarpages.com