On November 24, 2015 I went to Center Heights Service Inc. 3884 Warrensville Center Road, to have tires changed over from all season radials to dedicated snow tires. I decided to use Center Heights Service based on reviews. My experience was totally opposite of what has been posted. I explained to the office receptionist (Danielle) the service I was requesting. She directed me to the technician (Marvin) who would be doing the work. I explained to Marvin I wanted to have the all season tires removed and snow tires mounted which I had brought to the station. I also requested that the full size spare was damaged and one of the all season tires being removed needed to be mounted on the spare. I explained to the technician (Marvin) which all season tire being removed from the car to be remounted as the spare.
I waited approximately 2.5 hours to have the work done. When I got home to store my all seasons away I noticed the spare had the wrong all season tire mounted. I immediately called Center Heights Service to make them aware. The office receptionist (Danielle) said to bring the tire back and they would take care of it. When I arrived with the tire, the technician (Marvin) told me he did what I asked him to do. I said it must have been a miscommunication but he insisted there wasn’t and wanted to continue arguing. I politely asked could he fix it the way I asked. He said he could but not right away. I said I understand they’re busy so I left the tires. The office receptionist (Danielle) said she would call when it was ready. I called approximately 4hrs later and the office receptionist (Danielle) said the tire wouldn’t be done that day. They had other cars to work on. I said okay I’ll check back the next day (November 25, 2015).
I called the following day and the office receptionist (Danielle) said the tire wasn’t done and they had other cars to work on. I asked to speak to Tom (the owner). Danielle put the technician Marvin on the phone. He proceeded to say “he did what I asked him to do” and wanted to argue. I asked if the work was going to be done and when? Marvin said yes in about an hour but it would cost more money. I asked to speak to Tom and Marvin told me “Tom was busy with other customers”. I told him I would wait and he continued to inform me “Tom was busy with other customers.” I informed him I was on my up to the station.
When I arrived at Center Heights Service station, I asked the office receptionist (Danielle) I wanted to speak with Tom (the owner). Tom came to the desk. I started to explain the problem and Tom cut me off and proceeded to tell me he was aware of the situation. He said “Marvin did what you asked him to do”. I told him that’s not true if so we wouldn’t be having the conversation. He continued to insist he did. Tom said that Danielle was going to write down my request but I told her not to. That isn’t true either. She directed me to Marvin to discuss my request.
I said the customer is always right and Marvin said, “The customer isn’t always right and that I need to admit when I’m wrong”. Tom said they would do the work but it would be a charge. They are not going to do it for free. I informed him they didn’t do what I ask. If there was going to be a charge, they should have told me the previous day instead of holding my tires another day. I informed Tom that I was disappointed that he would treat a customer in this manner. I refused to pay and took my tires.
I’m appalled and disappointed with the service I received at Center Heights Service station. They were unprofessional, dishonest, argumentative and inconsiderate of my time. They had plenty of opportunity to inform me there was going to be a charge and give me the opportunity to accept or deny services but they decided to linger for another day, before revealing there would be a charge.
I’m particularly disappointed in Tom the owner who was insensitive to the customer’s complaint and supported the way his employees interacted with the customer in a negative, unprofessional tone/manner. Tom’s response to me was as if he witnessed it all. Tom was not a witness to none of the initial interactions other than what was told to him by Danielle and Marvin. The only interaction Tom had was when Danielle asked him, who she should assign the job to mount the tires.
I paid $146.34 for the service. To be asked to pay extra for service that should have been done and be accused of trying to get free service is appalling. I don’t think it was worth losing a potential customer for such an issue that could and should have been handled totally different.