Wheel Works — Attraction in Walnut Creek

Until now the customer service from this location has been spot on. In the past 3 months or so, I have had 2 nail flat fixes as well as purchased 3 tires for my 2013 Ford Fusion. When I came back to purchase the 4th tire(11/2/15). I was greeted by the manager who said no problem, we will be right with you. Ten minutes later he came back and said we have a problem. Out of the 3 tires I have purchased from wheel works walnut creek over 3 months, 2 of them were the wrong size. They were smaller than what was required by Ford. Typical issues with wrong tires are speedometer mis readings as well as burning through gas more than usual. My question was how does someone mess up not one time but 2 times replacing tires? The manager said that he would have the tires for me next day no problem. When arriving at the location again, I was greeted by Tony. I told him the situation and he seemed like he wanted to isolate himself from the error made by the company he works for. He stated that the previous person probably went by the previous order. He didnt make the error or didn't have anything to do with it he said. I informed him that he's in the customer service industry and he represents the brand, he said NO!. He stated that he was an hourly employee and that he is just trying to accommodate me. I informed him that it was an error made by the company which makes it everyone's fault and he said NO again. He said they probably gave me the wrong tires to just get me on the road instead of having the right tire. Are you kidding! Who in their right mind puts wrong parts on a car and says have a good day!. I cut the foolish explanation short by asking for a manager. He asked if I wanted an alignment done and I said it should be done as a courtesy especially if the alignment was damaged by their error. He went back and forth about what he couldn't do instead of trying to remedy the situation. The manager today 11/3/15 is on lunch and I just feel the company needs customer service training. I work for a hospital and I take pride when patients call with an issue. I take ownership of the call because I'm proud to stand behind the name I work for. I can't just tell someone that I gave them the wrong medical equipment to get them on their way, Lives matter. This lack of accountability is a reflection of the Corporate office and their training process. I can't fault Tony for feeling like he's only there for a check. I fault the company for thinking that this kind of behavior is tolerable to paying customers. When I asked that my situation be handled as a priority since they were fixing an error caused by them, I was greeted with a "we'll see". By the way, I live in San Francisco and work in Walnut creek, and this error although seems miniscule , may affect my cars performance and I think corporate should compensate me for the lack of education, professionalism, compassion, enthusiasm, and ownership showed by this location. Some people should stick to just putting air in tires, not talk to customers, it's an...

My partner took his car to Wheel Works for an oil change, general checkup, and to check the rear brakes. We made an online appointment for 10am on Wednesday, when he arrived they didn’t even know he had an appointment. They said to call them when you make an online appointment because multiple people can book the same time, which completely defeats the point of an online appointment system. They said that the appointment would take an hour and a half to 2 hours, and that they’d call him when it is ready.

2pm rolled around and there was no call, so he tried calling them twice and no one picked up. He called again at 4pm and they finally picked up. They said that the breaks are thin and that they’ll need to be replaced and the car will have to stay overnight and “will be ready in the earlier half of the day” and cost $402 for everything (oil change, check up and breaks).

At 2pm the next day he has still not received a call from them, so he called them and they said they are putting the wheels back on the car and it should be ready by 2:30. At 2:45 he received a call stating that they PUT THE WRONG BREAKS ON! They said they ordered that right breaks and “made sure it’s the right ones this time”. It’ll be ready by 10am the next morning.

At 11:30 the next day he gets a call that the car is ready for pickup, when we went to go pick it up they asked us for over $500 for everything. My partner said that’s ridiculous and talked about the price he was given over the phone another wheel works employee (we think it was a manger) came out and raised his voice at us saying the correct price must not have come over the phone. The guy “generously” agreed to deduct the price of the oil change which still put the total a decent amount above what we were told over the phone. My partner reluctantly paid and we left the shop.

When we got in the car the parking break was off while parked on a hill. We then found out THE PARKING BREAK WAS NOT WORKING. My partner went back in the shop and a mechanic demanded the keys and said he was going to take car of it. The sped the car into the garage. After about 10 minutes we handed the keys and told we were good to go.

We will not be going back the Wheel Works Walnut Creek and strongly advise you trust the copious amount of...

First, all Wheel Works locations are not as bad as this location. Several years ago I had the same alignment service done at this location and things were stellar.

Another Wheel Works location has actually remedied this situation. No additional parts, a complete suspension inspection, alignment and the printout. Thanks San Ramon!

I made an appt. at the Wheel Works Walnut Creek for their Wheel Work's life time alignment.

On the day of the service, approximately an hour later at 3pm, I get a call from the technician that he cannot do the alignment. He opinioned that there is too much play in the steering and the parts weren't available through WW.

I requested he show me. He said he couldn't because he was getting off work. I asked him about the printout and how much out of alignment the printout reads, which at the minimum, a customer should get. The technician said he didn't put it on the rack!

Instead he drove my "nice car" around and made this determination. He did write, "Too much play, parts not available" on a service order I received.

Staff and customer service was poor during and after this appointment. The manager Devon, did call me back the next day with an offer of an oil change or a refund of the life time warranty. He was not there on the day of my appointment.

In my opinion, this location is not where you would spend your precious...