Burt Brothers Tire & Service — Local services in Highland

NEGATIVE 5,000 stars. I never write reviews and am generally a patient, tolerant person, and I can't speak about all of the other locations, but specifically the one in Highland, Utah is the WORST! I cannot in good conscience recommend this location to ANYONE. Their customer service is atrocious, Ron specifically speaks to customers in an extremely condescending and demeaning way, and they have provided terrible service on my vehicle. We have taken several cars to this location over the past 3 years (why, is beyond me) for various tire-related issues. We cannot ever get a straight answers about any of the issues we have had (specifically, why our GMC yukon continued to have flat tires over and over and over despite their repeated "repairs" and replacements...okay I get it, crap happens, move on). But most recently, I had a blown out tire on my Subaru Impreza and took it in and were told that the car must have been in an accident (it hasn't, it is brand new, and only has 12,000 miles on it, bought off the factory floor), and needs $1,800-worth of repairs on the front alignment, and steering and shocks/struts). They scheduled us for an appointment to do the repair, told us they were ordering the parts and that the car would be fixed in 1-2 days and that they would update us on a time line. We dropped the car off at our scheduled appointment, and then waited and waited and waited to hear back. We didn't hear anything all day until we called right before they closed and Ron told us that they hadn't looked at our car, and weren't planning on looking at it any time soon, and that they hadn't ordered any parts and that they "might get to it in 2-3 weeks". When we questioned him on why we were led to believe that it would be fixed when we scheduled the appointment, he went on and on about how he thinks our car was in an accident. Nothing about "hey, sorry your car was here all day and we had no intention of looking at it or fixing it or communicating that with you at all". Honestly, I think had I not called to check in, my car would have been sitting on their lot for weeks and weeks without so much as a look or a thought from them. Absolutely unacceptable lack of communication, lack of follow-through on their part, lack of empathy for the our plight, lack of respect for my time and money, lack of concern whatsoever for the customer. Absolutely UNACCEPTABLE. And I'm sure they won't care, and it won't matter to them that I would never ever ever ever take my car to them again. But if it can save even one person from having such an awful experience, then writing this will be worth it. Please, to anyone who has made it this far in this novel I have written, please please please go anywhere BUT here to get your...

Like most 1 star reviews, I wish it could be a zero. I had the unfortunate experience of going to Burt Brothers when I had a tire that was losing air. When I took it in, they said my sidewall had been damaged and I needed a new tire. No problem, I thought. They put my spare on when they didn't have the tire in stock but said my new tire would be there the next day. The next day came and they still didn't have it. No problem, I thought. When the tire finally came in, they notified me that they couldn't find a part they needed to re-install my spare. They questioned me as to what I had done with it. I responded by reminding them they took off the spare. They informed me that the guy who had installed my spare was not there and that I would have to come back when he was. I came back, (and waited over an hour) and they still couldn't find the part they needed and told me that if they couldn't find it that they would order a replacement part. They told me they would call me when the part arrived. Several weeks went by and no call. I called several times and was promised someone would call me. No one still called. Today, I was a bit rude (I'll admit) when they told me to bring the vehicle in again so they could look for the part again where they had already verified the part wasn't. I told them I would not do that since they had already verified twice now that they had lost the part. I told them to call me when the part arrived. We'll see if they actually do. If it was this much trouble getting 1 tire replaced, I'll never trust them to do any work for me or my family again. This was the first time I had used Burt Brothers, and definitely the last. I'll stick with Discount or Les Schwab like I always have in the past. I only went to Burt Brothers because it was the closest to my home. The lady I spoke to (Deserey??) was extremely rude and acted like I was just such an inconvenience. She told me that they do 25 cars each day and they can't be expected to know where every part is for every car. Yikes! She also said I should only come when the specific guy who worked on my vehicle was there...because I guess I should know...

I’m sad to give such a low review. We have used Burt Brothers for years and this last month our experience has been rough! We had our van towed due to what we believed was transmission issues and sure enough it was. But the communication the full 3 plus weeks it was there was horrible! I only once got a call from Burt Brothers and that was when it was completed. After not hearing anything for a week I called them, they had ran diagnostics and all but no one called me. That continued the entire time. I’d call and be told hopefully Wednesday or Thursday and so I wait and call Thursday and im told probably Saturday and I call Saturday and I’m told Tuesday or Wednesday! After telling them I have to have my van Monday and the girl saying sorry I made other arrangements and then a few hours later they call to say it’s done…. I was already gone for the day and had to make other arrangements earlier that day. Also, originally I’m talking with Jeff who apparently was handling our situation, every time I called I’d get out on hold to talk with Jeff. As I’m asking price one day, He’s telling me $5800 but he could probably get my $300 or so off. Ok, nice. Well it’s 5 more days before it’s actually done, when they called me Saturday saying it was done I ask the price and the guy is quoting me full price. I tell him Jeff had mentioned he was working to get us a discount and the guy tells me sorry, all he can do is $80 and it wasn’t Burt brothers fault it’s taken so long because they had to wait on the transmission to be built…. Which is true but that was only 4 days out of the 3weeks they had our van. The ball gets dropped once… but for all the 3 weeks our van was there this was the case. Needless to say we are sorely disappointed with how this all was handled. Yes our van is working now but ultimately customer service and returning calls when you say you will is also part of...