Dunn Tire — Local services in Town of Salina

I must be the unlucky one given all the positive reviews this place has received.

I wanted to get four tires and change out my winter tires. I chose Dunn Tires because of these glowing reviews and they do price match. Use the text appointment service and it was great. I was able to ask the questions I had and I was able to get a quote. I made the appointment a few weeks in advance.

On Friday (4/26/2024), I went there at the scheduled time. They said they didn't have my appointment on their calendar and I showed them the messages. They then realized that the call center people put my appointment to another calendar and they didn't have any available staff to help until a few hours later that day. Frustrated but not their fault (I guess?), so I just left and said I would schedule another appointment.

I explained the situation to the text appointment service people and she (Lisa) replied to me promptly and apologized, and offered to take $10 off per tire for the inconvenience. I stupidly agreed and scheduled a new appointment to today (4/29/2024). I also reminded her to make sure this appointment was on both calendars so the store can see. She said the regional VP was going to take care of it, whatever it meant.

Cue today, arrived at the scheduled time. They didn't know I was there for both new tires and tire storage. And they were quoting me the price without the price match or the discount. I just showed them the messages and they did the readjustment. They said it would take only an hour and so I decided to just wait at the lounge.

My car was parked right outside the lounge and it was there for the whole 1.5 hrs while I was there. I should have checked with them sooner but when I finally, my car key, the paper work was still on the reception desk and the person in charge didn't have time to work on it because there was another customer she was working with. She finally excused herself and worked on mine, and in less than a minute she came over to tell me that the tires that I ordered are not available. This could have been done when I was checking in, 1.5 hrs ago. I told her exactly this and her reply was "I know." No apology or anything. So I left after waiting there for 1.5 hours for nothing. And I wasted two dayoffs trying to get my tires at Dunn tires and now my car is still running the winter tires.

Lisa from the texting appointment said the inventory showed the tires were in stock and the regional manager would be there. But at that point I already left. I don't know what their resolution will be but nothing I have experienced from the two failed appointments is acceptable.

Maybe they have competitive pricing and all that but I'm sure there are places nearby where you don't have to go...

On Saturday 2/16/20 I called to see if I could get a tire rotation and balance check. Gary advised me that 11:00 am would be fine. 5 minutes later he called back and advised me to say that 12:00 would be better if I was waiting while they performed the work. I call that excellent customer communication by being considerate and not having me wait an excessive amount of time for routine work. As it worked out I left my car there at 11:00 and would returned later. A few hours later he called and advised me that after working the car up they discovered that I needed rear brakes. This was not a case of trying to sell me additional services because I was well aware that they were very close to needing replacement. At approximately 3:30 pm Gary called me again to say that one of the calipers would not retract back far enough to repair it properly. Knowing that they closed at 4:00 pm on Saturdays I questioned whether there would be enough time to get the part and make the repair. He indicated that they would stay as long as it took to do the job right. This was also a case of not trying to just make a sale because I'm fully aware that those piston driven calipers on the buicks were a problem in the NY climate with all the road salt seizing them up. Gary advised me that he would call 15 minutes before the work was completed. He called at exactly 4:18. I arrived at the shop at 4:35 to find that the work had been completed. Due to the problems they had with not being able to get the piston to fully retract that He would only charge me Dunn's cost for the caliper. Really? That's what I call outstanding initiative on his part as well as creating a loyal customer for life. He also gave me a few odd and end discounts but with the high cost of car maintenance every little bit helps. I just wish they did more mechanical work than what they currently are capable of although Gary did indicate to check with them for any other services I may need. I had originally chosen them to replace my tires on a recommendation from my sister's who have received equally good service from your store at Camillus NY. Although this was the Mattydale store I thought I'd give them a shot and I'm very pleased I did. As I was leaving a very friendly gentleman (Nick the service manager) approached me and made sure that if I had any other issues with the work that I should return and they would correct any issues. Not only did they work past 4 to complete the service ( I Called in same day) the value they obviously place in ensuring the customer is satisfied is just over the top. . No more Goodyear, Mavis, or the Tire store for me. Obviously your customer service claims are not just all talk but your company delivers on...

I selected 4 tires online and setup an appt. The earliest appt date was about a week later. I meticulously typed all of my vehicle info and the appt was supposed to be all set. The day before the appt I called to confirm because I'm meticulous and hadn't heard anything yet from anyone at Dunn. I figured an confirmation email or something was in order. The woman I spoke with regarding the appt was not at a store level but a general customer service rep. She couldn't find any record of my appt whatsoever. Which was odd. She assured me that she will help get me squared away. She got me another appointment which happened to be 2 days after my original appt. She took down my info and the type of tire I wanted and the quantity. She was helpful and fixed the problem. Cool. So the next day I received a call from someone at Dunn. He told me the tires I was sold are 1 short and that there were only 3 in the entire state. I found that odd because I was sold a specific tire not once, but twice. That was strike 2. The manager called me back and told me I could have an upgraded tire for the same price. Ok cool. That's the end of the story from that point on it was decent. But still... 2...