Complaints

This profile includes complaints for Tell City Tire, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tell City Tire, LLC

  1438 Main St Tell City, IN 47586-1404

  
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  Tell City Tire, LLC

  PO Box 185 Tell City, IN 47586-0185

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  When we dropped our explorer off we said we need it looked at to diagnose what's causing rubbing noises, grinding noises & steering issues. We said we're not sure if it's brakes, hubs, or what it is so for them to look at it & let us know what they found. They called & said it's a hub so we said great fix it. They then called & said it's brakes so we said great fix it too. Then called yet again & said other hub also bad so we said fix it & apologized for calling so many times vs finding it all at once. We said no worries. Then they called a 4th time & said also needed an alignment & tie rod. Of course we said fix it. Then end of day they call a last time & say power out & truck stuck on rack. So we say it's fine we'll pick up next day. We do to the event of over $600. We drive literally 1 block & can't steer it at all do we turn around & go back immediately as well as call before going inside shop. They said they'll look at it. They took it in shop & was back out in about 5mins & said it's power steering pump that's bad & they thought we knew it. That's odd & funny considering we called & dropped it off for them to look at it all over to see why steering hard, grinding & rubbing noises, etc. They then call 5 or 6 times in one day that they found something else so why wouldn't they have told us about power steering pump. So we went back & forth on the phone a few times & they said they didn't mess with steering however tie rod work is steering aspects. So we go to another local tire shop for 2nd opinion. They state the work tc tire done was right however our rack & pinion was messed up in the process so we paid the other shop over $100 to diagnose it for us with the steering. The other shop tested pump & it was determined the pump was pumping & fluid was flowing just fine. We called tc tire back & went back & forth again with them saying it was our fault not theirs however they failed to tell us all that was wrong if they claim it was power steering pump although it wasn't. Tc tire said they'd check with the owner on how they can help us fix this situation. The mechanic said he'd say replace power steering pump & if not replace rack & pinion. So we said we've reached a resolution of allowing them to fix power steering pump & we pay for that & if it doesn't fix it they replace the rack & pinion on them. He said yes. We asked why they couldn't tell for sure if it was a rack or pump & they couldn't tell us & kept just beating around the bush. Then they said let them check with owner on it all. So we waited. Next call was rhem saying no they're not doing any further work on explorer at all. So we went to other tire shop & they changed the rack & pinion to the cost of almost $700 more. The explorer drove fine so obviously it was rack & power steering pump like tc tire said. We can provide documents of them fixing the rack & nothing needed done to pump. So due to the failure of tc tire to disclosure or fully diagnose issues as well as diagnose wrong saying it was a pump when it wasn't. You can see in their reply they contradict themselves. One place they say they'd replace things & then another they say didn't have time. They also state that we didn't mention pump or rack. Well obviously we didn't as we're not mechanics & that's why we took to shop to have diagnosed fully so they failed to disclose that or didn't fully diagnose that. Why would they assume we knew that when we brought it in there under the concern of not sure what's going on for them to look at it. They said they didn't want to replace parts we didn't intend to pay for however that's completely false as we started with 1 issue they said was wrong to then like 5 things without issue of paying for it so not sure why they'd assume that. Then we had to pay $800 more total to have another shop diagnose & correct issue tc tire caused in the rack while doing tie rod work. So we expect some sort of compensation for this matter due to their failure of fully diagnose issues from start, failing to take accountability for it, misdiagnose when said was pump not rack, etc. If they fail to make it right on this all we will pursue legal action with our attorney as we told them. 

  
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 07/24/2024

  When the customers vehicle got here the car was having power steering issues. But the customers complaint was the wheel bearings and brakes. We talked to the customer and replaced front wheel bearings and brakes. After that was done, we noticed the back also had a bearing going out, so we called the customers to let them know that the rear and also a front tie rod end was out. The customer wanted us to replace the parts and do the alignment. The customer came back and told us he can't steer so i pulled the car in and checked the fluid and it looked like ATF Fluid and dirty like the pump had fluid and wasn't working properly. The mechanic said they had that problem all along and that we had thought they knew it didn't steer very well. I told them i was sorry about the confusion but all the parts we replaced, and the alignment doesn't require us to touch or deal with the power steering. I would have been more than happy to replace the parts they needed but i couldn't do it for free because it wasn't our fault their pump went out. They Threatened me with lawyers and a lawsuit, and I gave them all the information for the shop and let her know that I wasn't going to replace the rack and pinion or the power steering pump for free.  None of the work done to the vehicle could have ruined the power steering pump or the rack and pinion.  Customer stated that they took it to another shop and that shop said that it was the rack and pinion and not the power steering pump.  My mechanic disagreed that it was the rack and pinion and stated that it was the power steering pump.  Customer then wanted us to replace both and we refused. We didn't have enough time to do that and after the problems that we had from the customer we didn't want to start replacing parts that they didn't intend on paying for.  When the customer talked to us she said that the other shop said that it was the rack and pinion but never said that we were the ones that made it go bad.  All of the parts that were replaced were bad, and nothing was mentioned about replacing the rack and pinion or the power steering pump from the customer until they came back stating that it needs replaced.  We were nice to the customer never used wrong language and never told them not to come back or call.