Complaints

This profile includes complaints for Burt Brothers Tire & Service, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Burt Brothers Tire & Service, Inc. has 28 locations, listed below.

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  Burt Brothers Tire & Service, Inc.

  737 N 400 W N Salt Lake, UT 84054-2781

  
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  Burt Brothers Tire & Service, Inc.

  9325 S 1300 E Sandy, UT 84094-3135

  
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  Burt Brothers Tire & Service, Inc.

  2885 S Highway 89 Bountiful, UT 84010-8548

  
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  Burt Brothers Tire & Service, Inc.

  976 Shepard Ln Farmington, UT 84025-2843

  
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  Burt Brothers Tire & Service, Inc.

  338 N West State Rd American Fork, UT 84003-3102

  

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:12/16/2024

  Type:Sales and Advertising 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: 22694677
  
  I am rejecting this response because **** Brothers should have fixed the issue. I like the previous owner and I think he would have taken care of me.  I had no issues with oil leakage and no indication there was a problem. The previous company that changed ******, as mentioned, was a reputable company. I have no way of knowing if **** Brothers technician did not s**** up the threads.  They are in the business of changing oil and if this a regular occurance with them as they told me it was maybe they have a problem. A very easy fix would be to tap a 13 mm thread (1 mm oversized) and replace the 12 mm bolt with a 13 mm bolt. This would have taken them maybe 10 minutes labor and $3.00 cost for the bolt- if that. This is not acceptable. Instead they tried to get me to replace my oil pan at a cost of $400.00 plus 2 hours labor. Totally unreliable response.  This is not good business nor is it good will. I have at this point zero confidence in this company. Will not do business with them again. I would recommend that no resident of ********* do business with them unless they make recompense. It was broken on their watch. They fix it.  
  
  Sincerely,
  
  **** *******nge service had tightened the oil pan bolt too tight and it was stripped. They said it would cost me $400.00 for the oil pan part plus approximately 2 hours labor to fix it. I asked if they didn't have insurance to cover this kind of thing stating that the vehicle was in working order when I turned it over to them. I stated that I had no oil leaks in the last 4000+ miles indicating any kind of problem with the oil pan bolt. I asked how I would know if their claim was true that someone else had tightened it too tight in a previous service or that they had stripped it in removing it. All I know is that I drove over and handed the keys to my car in working order and it was broken while in their hands. The attendant gave me a plastic bag with the stripped threads in it. I had to tow the vehicle home. 4. **** Brothers did not try to resolve the issue other than telling me I had to pay them $400.00 for a new oil pan plus 2 hours labor to fix it. So I said, push the car out of the shop and I will tow it home.

  Business Response

  Date: 12/17/2024

  Mr. ******* brought his vehicle into **** Brothers for the first time with us for a oil change. When taking out the oil drain plug the threads from the aluminum pan came out with the oil drain plug. There's a few things that will causes this. First is whoever did the last oil change over tighten the drain plug. Second is sometime in the past the drain plug could have been cross threaded into the aluminum oil pan. When you have a steel drain plug going into a soft metal like aluminum, the soft threads of the aluminum pan often strip out when the drain plug is over tighten, we see this often. That is why you need to tighten down the oil drain plug with a torque wrench to get the proper foot pounds on the drain plug

• Initial Complaint

  Date:09/09/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22259929, and find that this resolution is satisfactory to me.

  My name is Michael Henson and I am writing to inform you that complaint #22259929 has been equitably resolved.  Thank you for your quick responce and assistance in this matter.
  
  
  
  Sincerely,
  
  
  
  Michael Henson

  2ft area on the passenger side floorboard, carpet and surrounding parts burned and melted. Fire extinguisher powder coated the entire interior of the vehicle as well as all the contents. A minimal effort was made by Burt Bros. to clean up the mess. Very upsetting permanent damage and permanent residual extinguisher residue throughout the vehicle is what I received back from this business.
  Sept. 6, I went to Burt Bros. to get a copy of the invoice for this transaction, a verbal explanation of what happened and offer a chance to rectify this injustice. An acknowledgement of the mistake was given. The technician was replacing the Catalytic Convert. The fire was caused by the grinding of a bolt underneath the car and sparks from that bolt heated up the floorboard causing a fire on the interior. carpeting. Fire-retardant was deployed. A second incident occurred when afterhours a passerby noticed smoke coming from vehicle and Park City Police and Fire Dpt. were called to investigate

  Business Response

  Date: 09/09/2024

  Burt Brothers discussed situation with Complainant.  He has agreed to contact BBB to rescind complaint. 

• Initial Complaint

  Date:06/13/2024

  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.

  I went into the newest cenetrville location for an oil change and tire rotation. When my car was finished they informed me that I was in seriuos need of brake pads and rotators. They explained they heard a noise when they pulled the car in. I needed to have both front and rear pads and rotators done. The price was approx $ ****** per axle. I ask how seriuos it was and was told they needed to be replaced very soon.I asked my son to check the brakes to see how soon they needed to be replaced (former **** brother employee) He informed me that the bakes did NOT need to be replaced at all. I took the car to the **** brother store in NSLC and eplained the issue to manager on duty. They performed a complete brake check and CONFIRMED that I do not need any brake service at all. The brakes were fine. This is very upsetting and alarming to say the least. I would have paid for totally un needed work. This is very inappropriate and I would like to see this addressed and receive an explaination from corpoarate . This is unacceptable

  Business Response

  Date: 07/12/2024

  We reached out to the customer.  After pleasant but brief exchange, the customer asked to call me back in 10 mins.  After 90 minutes I have not received a return call, but hope to chat with him soon.  

• Initial Complaint

  Date:04/24/2024

  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.

  I brought my 2022 Lexus GX460 in for tire replacement in approximately April 2023. The work was completed and upon inspection of the work, I found the wheels had been damaged (i.e., scratched) by the installer. ***************************** (service advisor at the ********************************* location) agreed that the wheels had been damaged and offered to have three wheels fixed. He offered a company in SLC (BTI Wheel) that would not guarantee a color match and offered no warranty. I declined that offer. We agreed that **** Brothers would send me a check for $450 which was what they would have paid to BTI Wheel. They never sent the check. I then had tires swapped on another car which reduced what they owed me to $250. I have called and texted ******** several times to see about payment and he says he will look into and I never hear back. After months of chasing him I am over it and turning to BBB.

  Business Response

  Date: 04/25/2024

  This is *****************, I am definitely the one who can help you. Please call me when you can ************. Thank you and sorry for the inconvenience. 

• Initial Complaint

  Date:05/09/2023

  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: 20040050
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************************hen I brought it in, Voc rehab paid around $2000 to them to fix my car so I could start work. They didnt even so much as mention anything about the timing belt to me. When I called the boss he said it wasnt his problem. He would fix my engine if I paid for it but he wasnt going to make things right. If they had done what I had asked them to do and kept me in the loop I would probably have a running car right now. Now my job is at risk because I accepted this position because I was going to have my car. They had no right to even be talking to Voc rehab about my car. I signed no release of information to them. The boss there was extremely rude to me when I brought it up. I was in there face to face with him the day that they ruined my engine and no one mentioned a word about the timing belt. Nobody would tell me in good conscience that any of this is my fault or my problem. The engine was fine when I dropped it off and it would still be fine if they had kept me in the loop.

  Business Response

  Date: 05/11/2023

  This car was towed in and had been sitting for a while without running, battery was dead, no key. we were instructed that he has no money and the sate was assisting him through vok rehab to repair his car for him. We got authorization to get a key cut and battery put in it, and also a radiator that had a visible hole in the side. at that point we got the vehicle to start up and run, at this point we discovered the water pump was also leaking. we called vok back for authorization and let them know we recommend a water pump and its the same labor to also do the timing belt at the same time and would you like us to also install a timing belt now as it would overlap on labor at this time. they declined as they said they were way over budget on these repairs. we had no indication at this time that the timing belt would fail, we simply recommended it as a courtesy as its a pretty labor intensive job to do at a later point. they still declined. this customer never stated he would fund any repairs or to contact him, he has no job and no money and was getting this work done for free to him through the state. We changed the water pump as instructed. after the water pump install was finished and upon our final checks for the leaks the timing belt in fact did fail and its an interference motor so when it fails it ruins the motor. No part that we replaced failed in any way to cause this. It's not something we would wish upon anyone but we also have no control over when other parts of a vehicle will fail. And let me also reiterate, this car hasn't ran for years, this is probably just the start of other issues that could begin to show up as a result of sitting for a long period of time. We are not responsible for this part failure, all the parts we were authorized to replace are working perfectly.