Les Schwab Tire Center — Attraction in Lacey

Stopped for convenience, stayed for 34% markups, vehicle damage, misleading information, lost parts, poorly balanced wheels, and shoddy installations. How 2 visits turn into 7?

I stopped in for a winter tire swap a month ago. To their credit, tires were swapped, and they suggested I consider new wheels in the future. On arriving home, one of my center caps was missing. As they are on my way into work, I stopped in the next morning to recover the missing part. I was informed the part had probably been “loosely installed” and had fallen off along the road. They offered to comp the difference when I came back to switch out my winter tires (the hook).

Figuring I could save money, I agreed to the deal and went on my way. This past week I went back to have the winter tires swapped out. Upon arriving, I was informed my wheels (the ones they had happily installed tires on less than a month ago) were now too dangerous to touch and had to be removed. While I find such a dramatic change from our last conversation to be highly suspect, I was in luck as they happen to sell wheels; not to mention, they still owed me for their last bit of work (the line).

Assuming they wanted to make good on their shoddy work and maintain customers, I agreed to look. Their options were a $130 wheel they would need to order or a golden one for $250. As I had no intention of buying the golden set or prolonging the experience, I prepared to leave. It was at this point they found another set at the warehouse they could have to the shop “within an hour” and installed shortly thereafter. I was informed the warehouse wheels were “just above” the price of the ones they would order in and I was still owed compensation for the lost part (the sinker).

Not wishing to spend more time on this or miss more work haggling over the experience, I agreed to get it done. 8 hours later I had yet to hear from them and they were closing for the day. As I needed my car to get home, I gave them a call and they informed me it would be ready by the time I arrived. Excited to have this experience over, I collected my paperwork, paid for the work and was on my way. (notes: being in a hurry was my mistake. They throw dirty tires on top of seats when there is ample space in the back.)

As I was driving away, I noticed my tire pressure lights were on. As they had just closed for the day, I would need to come back in the morning for my 4th visit. In the morning, they added more air to my tires and off to work I went. After work, my tire pressure light was still on. Again closed, I headed back to the shop in the morning for visit number 5. On this visit I was informed that they had forgotten to install my pressure sensors and I would need to bring back my old wheels to make it happen.

On visit number 6, I decided to look over my paperwork as my confidence in anything they handled or promised was greatly shaken (I am now officially the fool). While waiting for them to remove and then reinstall my tires for the 3rd time, I noticed they had only comped me $25 for the part of my car they had lost and charged me $160 per wheel and an additional $40 for other wheel parts, not to mention the labor charges for services they had yet to actually perform. I found the same wheels listed less than three blocks away for 34% less then what I was charged at this location.

When informed of this information the manager stated their inflated prices were for the “quality of service one receives by visiting their shop”. How someone can straight face such a statement at this point is beyond me. As another fun aside, they had also provided me with warranty information on snow chains, not wheels?

If you are still reading this, bravo. I am about to head back into the shop for the 7th time as my wheels are out of balance causing my steering wheel to shake, they did not return my old wheels (just tires), and I found a scratch on my car where the tires were loaded.

The Les Schwab quality of service...

New Review: 5/5 Stars. I had a disappointing go-around my first time with this Les Schwab, but every interaction after has been nothing but great. They did a great job on my civic and I brought my WRX in to have a puncture repaired. They're super flexible, really kind, and did a good job shaking off my anxieties about my new car having a hole in the tire already. I stand corrected on my opinion of Les Scwab. I always recommend this center now. Thank you for taking care of me and my vehicle.

Old Review: 1/5 Stars. Called ahead for an ETA for a tire mount and balance, got told to just drop it off and it would take two hours. Dropped the car off a couple days later around 8:20 and the front desk confirmed it would take two hours. Called at 10, told me they didn't start yet and was informed another two hours. I called at 12 and was told they haven't started; I mentioned I needed the car for work at 3 and wanted to have a proper ETA if I needed to pick up my car. I was told it would take another two hours but would be ready in time. Called again at 2, was told they needed 30 more minutes till they could start. I called back at 2:30 and was told it was just getting put on the lift but it would need 𝘢𝘯𝘰𝘵𝘩𝘦𝘳 two hours. Got a call from them 45 minutes later stating they didn't finish the work after a complication with a tire.

The problem with the tire wasn't their fault, but I played a frustrating cat and mouse game with ETAs and ended up being late for work without the job finished. I was told retroactively they were busy due to a large number of appointments that day; why would that not get factored into the original time quote if they knew ahead? I understand lead times can be affected by how busy it gets, but I've worked in a shop and other customer service positions for a number of years at this point and know the entire situation was unprofessional, frustrating, and dishonest compared to how it should've been handled. I got a new tire and the job done at a local shop cheaper, faster, and with much less hassle while also...

The shop was very customer friendly and allowed me to use employee fridge for baby formula bottles.

However, within the scope of being a tire shop, it was the lack of knowledge, general information and lack of effective time management thay led to a terrible experience. Got a flat tire, common problem. Had my two little humans with me. I call before getting towed to assure the availability of tires and cost. I get confirmation from front office with a $260 out the door estimate. I figure, that could easily double once there, not a problem. Much to my surprise, after 3 hours of waiting, I get informed ALL not one tire need to be changed due to it being AWD. Price quadrupled plus cost of labor. Okay-- I get it. That's what needs to be done for safety and longevity if the vehicle. This would of been helpful and relevant information upfront over the phone, or at arrival with tow truck. Three hours later receiving this information became irritating, added to wait time, and very deceitful in a way , as I felt lured during an emergency under false pretense with an incorrect estimate. Total out the door was $800 after much embarrassment and haggling. Five to six hours of my life poorly spent, 4 new tires and a bad customer experience. Overall yes they were friendly and kind. Yes my car was up and going eventually. Yes there was an offer after 3 hours of waitinf to tow us elsewhere, by this point my little ones were no longer able to wait hence my no on the offer. Will I be bringing business here again? No, the lack of transparency is a deal breaker. Up-selling during an emergency and lack of basic knowledge is not a business practice I wish to...