Les Schwab Tire Center — Local services in Temecula

It's a long review but it's worth the read..

My wife took her Ford F-350 crew cab dually 4x4 in for what seemed to be a simple alignment and two new front tires.

Her appointment was for 10:00 a.m.

When she arrived the service technician showed her choice of tires and told her the tires in the alignment would take approximately 2 hours. She agreed upon the price left the truck there and came home.

2 hours came and went without a word.

At the 4-Hour Mark we received a phone call that T**y (the tire technician) could not remove the lug nut covers... after a brief conversation with him on the phone I explained to him they are the same as the lug nuts on the wheel,  just one size bigger.  No special adapter would be required he could use a regular tire removal tool and they would spin right off.

He said thank you, and said they would be done before they closed at 6:00 p.m.

At 5:35 p.m. we arrived to retrieve the truck figuring it would be done.... and we're quite surprised to see no work had been started, because T**y still could not remove the lug nut covers..??? But they just thread off.. (Note the pictures) What..??

Quite admittedly my wife went quite Karen in their store .... Highly upset that she had waited 8 hours for a truck that was supposed to take 2 hours, and at this point they were going to close and could do nothing.

But this is where the story turns around.

Eager to make it right , staff offered to do the tires but could not promise they could get the alignment done before they closed. Of course this was unacceptable to my now highly disappointed wife..

"Why would I put new tires on a truck when the alignment is off and it's just going to wear them out twice as fast.?.!."...  well she had a good point.

And obviously the manager , the sales associates , the girls at the counter , and even the customers still in the store all agreed .. she had a very valid point.

Here is where Noah stepped in and made everything right.    Offering to make it right even at the cost of his employees staying late to be sure the job was done.

At 6:30 p.m. 30 minutes after the store would have closed , we drove away with the new tires and the truck properly aligned.

That is the best customer service I have ever seen ... a store having staff stay on overtime , just to make this situation right.... and be more worried about customer satisfaction then the cost of the labor of the men to do the work.!   well, THAT is hardly ever seen these days.

I'm not sure what to say about T**y, other than I believe he needs a little more training for this job.  Quite contrary for Noah.. He calmed my wife down in just 10 minutes, kept his word, completed the job, and turned the whole situation around... if anybody at this location deserves a promotion it's Noah.. and my wife and I both support...

I had a nail in my tire sidewall and took it in to get repaired. They said it will need to be replaced because a sidewall cannot be repaired. Additionally, because my car is AWD they told me the entire set will need to be replaced and will cost $1,400+. It was explained to me by a representative that replacing only one tire on an AWD vehicle can cause damage to other areas of the car. I then mentioned that I bought this set of tires from Les Schwab 9 months ago and they should be under warranty. They said they needed to check their records and get back to me. 20 minutes later they called me and said they would replace the single tire at no charge. I asked why we don't need to replace them as a set as they suggested before, and now they said that the tread difference between the new and used tires was negligible. My understanding was that "if it was my responsibility, I'd have to buy 4 new tires, but now, since it is their responsibility, they are only going to replace the single tire". On the phone I asked if they would cover the cost of any damage to the car due to the difference of tires on the AWD vehicle and they agreed. I also confirmed that the single tire replaced under warranty would be replace for zero dollars, and they agreed. The next day, I went to the store to pick up my car and the same representative did not remember a single word from our phone call the day before. He tried to charge me for a portion of the tire that was already "used up" and, in addition, did not remember agreeing to cover the cost of any potential damage in the future due to the difference in tires. Ultimately, he explained that I had nothing to worry about since the tread difference between the tires is negligible. I hope that this is true, but they should not have tried to convince me to buy 4 new tires in the first place before they realized all the tires were covered under...

We couldn't be more disappointed with the service here. In my case my oil was changed and they caused a leak that they chose not to repair.

I think they have a misguided policy that doesn't take into account the different service intervals for vehicle oil changes.

They have come up with a policy, whereby if they make a mistake during an oil change, and that mistake results in an oil leak, they won't correct the mistake if the vehicle hasn't been back to their location within 5,000 miles or six months of the last oil change.

In my case they cracked the oil filter housing on my Volvo and the leak didn't start happening until my vehicle had about 9000 miles post oil change at Les Schwab.

The problem with such a policy is that it isn't explained to customers before service and it also isn't printed on any written agreements.

Recommended oil service intervals for many vehicles are between 7,500 and 10,000 miles. So the bottom line is if you have a vehicle with a longer oil change interval do not take your vehicle to places like Les Schwab.

Their policies, are not printed on their service agreements, only seem to exist verbally, and are just plain not customer friendly.

Lesson learned, I thought that by taking my vehicle here I could start to save a little money on oil changes but in reality, with their policies that essentially force customers back to their service shops more frequently, there is no savings in the long run. You're better off getting your vehicle serviced at a shop that will explicitly state their policies and print them out for...