Blenda Nlf
map-marker Midlothian, Virginia

Customer service / alignment not be done

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Store 13937 mildothian va, took my son truck in for a wheel alignment all new parts were put on night before and Kyle the shop supervisor said I'll take couple hours to do alignment that's OK and 1 hour later he called me back and said the truck was done. looking over the truck afterwards the jam was not tightened and I return the truck to Kyle and ask him how come jam not was not tighten his response was I watch the tech tightened them down Kyle looked at the truck and try to tell me that they were tightened. It was faults because there is no wrench marks on either the tie rod end or the jam nut. The technician came out and Kyle ask the technician what side he tight and the technician said he did not tighten the right side because it was allied he tightened the left side and Kyle told me prior to that he watched the tech tighten both sides down. The technician said no I just tightened the left side because of the right side was in alignment. My concern is both sides of the tire rod ends were replaced so there's no way that the tire rod ends would be 100% In alignment without being put on an alignment machine. it would require some kind of adjustment to get into specs. this whole situation is bad for the customer. This is not the only time I had problems with this store 13937 ever sense Kyle running this place it's gone totally downhill with customer service. So I talked to another merchants auto center and I will give them a chance to do the alignment. hopefully they will take care of their customers vehicle better than store 13937 did.
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Reason of review:
Bad quality
Karey Kbc

These guys are AWESOME

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At the Fredericksburg Va location on South Point, employees Josh and Mike did OUTSTANDING jobs and provided top notch and above and beyond type of services for my brother and I. They dont even do comercial trucks like the large bucket truck and trailor that my electrician brother needed worked on immediately brcause their bays arent built to support vehicles that large but Josh jumped up on the spot and did an ultra professional job on the electrical work that needed to be done and he did it on his back RIGHT IN THE PARKING LOT with a huge smile on his face and rarely seen type of positivity and professionalism that alot of other places can learn from and should take notes from. He did a literally perfect and swift job and we couldnt be more pleased and satisfied with the type of expert service he provided. All jokes aside, the company needs to give that man a raise....like right now.....today. He is worth the pay bump. Mike provided above and beyond automotive advice and knowledge and superior customer service with the utmost professionalism, courtesy, confidence, and positivity. It felt like we were talking to personal friends. That man also needs to get an immediate pay raise because i have yet to see that kind of service and professionalism in all of Fredericksburg Va in the 5 plus years that my wife and myself and kids have lived here. Alot of places get bad raps because of the reputation that that industry has over all and in general with dishonest practices, but these 2 young men and professionals went a long way in restoring my faith in the industry. In a world filled with mostly negativity and financial rape they brought the exact opposite to the the table today and it would be an epic crime for them to not get publicly recognized and rewarded for doing exactly what most autobody repair shops simply refuse to do. Great job guys. You will absolutely be seeing our business again. You can bank on that.
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Reason of review:
Good quality
Anonymous

"Lost" my Appoinment by an incompetent employee!

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It is very inconvenient when Merchant Tire "losses" an appointment and blames it on there computer! I don't know what to believe, but this is just an excuse for an incompetent employee!! They require a rotation to keep the warranty in place, then this happens! It seems to me that they make it hard to keep the warranty up to date and valid so they do not take "extra time" from there day, and to do work that will pay. So, warranty work to them as "wasted time", not valued as there past customers. Not happy about this at all! They score an *** in my book!! Not recommended to do business with, EVER!
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Loss:
$450
Cons:
  • Merchants tire lost my appointment
  • Unprofessional
Reason of review:
Poor customer service

Preferred solution: Will never recoment to anyone, I will not go back!!

Maxamillion Jnt
map-marker Rockville, Maryland

Merchants Tire in Rockville MD - Unprofessional and Dishonest

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On June 17, 2017, I went to Merchants Tire in Rockville (379 Hungerford Drive) for a routine oil change on my 2006 Toyota Sienna where I had used their service before. Julia was the service manager who asked me to sign on a paper that I did not pay any attention on. Later I found out thats for a complimentary check on my car. I waited in the waiting room for more than an hour and wonder why it took so long for a simple oil change so I went to look for my car. I saw my van was jacked up and all my car tires were off. One mechanic (a middle-aged black man) showed me his discovery including one of my car front sway bar was disconnected. Later, Lucy, who was the service associate informed me that one of my cars front passenger side wheel stud was broken but they did not break it. Also my car wheel lug nuts and studs all were rusty. I was not sure it was due to either the mechanic (Kevin) did it intentionally or negligently. However, Lucy mentioned they needed to order the lug nut set to fix the problem and need to wait for another couple hours or so. After long three hours waiting, I could not wait for more and decided to come back next day. At the end, Lucy provided me an estimate on their checkup but the estimate did not mention any lug nut and stud replacement cost. More accidents after their checkup occurred, on my way home, I heard squeeze and wobbling sound from the front and the tire pressure light was on after I drove for a while. Thus, I drove back to the same store and the mechanic just reset my tire pressure light. I went back on June18 and complained to Julia about the broken lug nut. In the beginning, she did not accept the responsibility and denied their wrong doing. She offered me to pay $70 ($20 parts +$50 labor) to replace the broken stud and lug nut. I did not agree with her because when the mechanic noticed rusty wheel lug nuts and studs, he/she shouldnt even try to unscrew them without informing the customers and once they broke anything, they should be liable for repairing them. I thought that the mechanic might accidentally break the stud on the wheel, but Julia replied that the mechanic, Kevin was an experienced mechanic for many years. If it was true, I believe that they may intentionally break customers car parts to scam and cheat customers. I decided to come back on Monday (June 19) to talk to their store manager (Sophy). On June 19, I went back to the store and talked with Sophy but I did not get any fair treatment at all. Not only she denied any wrong doing but also refused to resolve the problem. In a short period of time, she determined to kick me out of the store but I still wanted to resolve the issue civilly. I waited outside for a while and decided to call the police. After police came and talked to Sophy, the police judged that we both parties should have shared the cost evenly and Sophy could give me 50% discount for the cost of replacing lug nut and stud. Police also suggested I could call Merchants corporate office or sue Merchants Tire on small civil court. I believed it was a fair judgment and I accepted this 50% offer. Sophy prepared a quote that was $92 after 50% off that was totally different from Julias quote. Later I called other auto repair shops to compare to Sophys quote that was the full price of replacing the lug nut and stud. That is another scam and dishonor that people work at Merchants Tire auto chain shop in Rockville, MD. In summary, the store and service managers at Merchants Tire auto chain shop in Rockville, MD are so unprofessional, untrustworthy and dishonest, they do not treat customers with respect. Additionally, when mishap occurs, not only do they not take fully responsibility but also deny any wrongdoing. Dont go there to do the cheap oil change or fix your car. They may try to rip you off and beware of unexpected scams.
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Loss:
$500
Cons:
  • Unprofessional
  • Untrustworthy
Reason of review:
Damaged or defective

Preferred solution: Consumer Affairs or Civil court

Anonymous
map-marker Bel Air, Maryland

Inexperienced

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I went in for a oil change and rotation. Had a coupon for a oil change with rotation for under $20. Left with my oil changed (presumably), no tire rotation, and a bill for $28.10... This is ridiculous. How do you not remember if you rotated tires or not?? Amatuers.
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Reason of review:
Bad quality
Anonymous
map-marker Laurel, Maryland

Paid $120 more than expected.

Ask for an oil change and tire rotation (had a coupon). When doing the tire rotation they came and told me 2 studs and nuts were stripped. They claimed whoever worked last on that wheel did it. So what turned from a bill of 23.98 now was 142.30 as they had to replace the bad parts.I went back to the last garage who worked on that wheel and claimed Merchant has sent 4 different times back to his shop. He said he has taken Merchants to court over this problem. He says Merchant tech had the air tool on tighten instead of reverse stripping the stud and nuts. I do not plan on ever going back to Merchant and will tell all to steer clear of them. This store is located in Laurel,Md on Baltimore Ave. Dennis Diegelmann dnndtsm@***.com
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Loss:
$125
Cons:
  • Eing
  • Bad work
  • Incompetent tech
Reason of review:
Damaged or defective

Preferred solution: Full refund

Anonymous

Merchants almost blew my engine

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I went for an oil change then went to work as i was about to leave work i noticed a huge oil puddle on the ground. I bought some oil went home and told my husband. My husband called merchants the following morning they said bring the car in. My husband did they did another oil change and then admitted that they had a new person do the original oil cahange and put the new filter on with a wrench not the correct tool causing a puncture in my oil filter. The best part is all they gave me was a free oil change after almost blowing my car up. The are beyond horrible
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Reason of review:
Bad quality
Anonymous

Merchants Tire And Auto Service Center - Manager Review

I went to the merchant's tire and auto in roanoke virginia to get an oil change. Since the mall is directly across grim them i took my 15 and 2 year olds to the mall. After i was at the mall for about an hour i get a phone call from the manager of merchant's who very rudely stated they help wasn't going to do an oil change on my van because there was a very loud noise coming from my engine, and that it had to have internal damage and they weren't going to be liable for it blowing up. I told the man that it wasn't making any noise when i dropped the car off, and i didn't understand. He very rudely said come get your van we aren't working on it. So, when i arrived back at the shop the young man who had checked me in tried to get me to sign release papers before he'd let me have my keys, and i told him i wasn't signing any papers because i was not satisfied with the results of my visit. He didn't went to give me the keys, but i started getting loud so he handed them to me. I then asked for the manager, and mechanic who worked on the van, and he told me they had just left for the day. Very strange that a manger knowing help had a dissatisfied customer about to cone in, and he leaves. I went outside and when i started my van there was a horrible noise coming from under the hood, and my battery light was on. I got out opened the hood and could hear the alternator grinding, and could actually see as the inside was moving where it was getting stuck. So, i went back in and asked the young man if he would verify that my vehicle was making no noise when i brought it in and he says yes. So, i drove the bam home checked the charge and then took it to advance auto to verify that my alternator was messed up. It was. Now, the very next day my brakes started grinding like there want even a brake pad there, i have parked the van because i honestly can't afford to put Any more money on it at this point, and i am waiting for corporate to give me an answer admit what they intend to do to help me
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Reason of review:
Poor customer service
Anonymous
map-marker Sterling, Virginia

Poor workmanship, no accountability. Will rip you off.

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I typically only go to Merchant's for oil changes, which has proven to be a big mistake. I had an oil leak immediately after my most recent oil change. My motor even froze. I had to get it towed, but luckily it is still running. Merchant's did not take responsibility claiming the oil pan was not installed properly and that is why the filter did not fit properly. However, it has been a year since my oil pan was installed. Had there been issues with the installation, it would have become apparent in the following oil change (which they did), if not sooner. They are the only ones who have done my oil changes since. And what a coincidence that the leak occurred around the filter and that it happened right after the oil change. Now that I think about it, I believe they caused the first oil leak I had awhile back, which forced me to replace the oil pan. A rubber plug was used as a temporary fix, so I did not realize the problem until later. At that point, I was not able to pinpoint what or who had caused the leak. But this time around it's clear. I also got all my brake pads and rotors replaced at Merchant's (out of convenience), which wasn't cheap, and they gave me problems in less than a year. I am not going back to Merchant's after all this. Not only will they do a bad job, but they will not take accountability. And they will try to get you to pay to fix their mistakes and for extra, unnecessary work to be done on your car. My husband has talked to a couple of people who worked for Merchant's in the past, and they informed him that management pressures them to find additional things wrong with your car, whether or not there is something wrong, so they can convince you to spend more money. I have learned my lesson. I will only go to one place from now on, a place I can trust, and it will definitely not be Merchant's.
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Loss:
$700
Cons:
  • Refusal to take blame
  • Caused other issues
Reason of review:
Damaged or defective

Preferred solution: Replace the oil pan they damaged.

Anonymous

Merchants Tire And Auto Service Center - Review in Service Centers and Repairs category

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theres always the bad reviews. Time for a good one. i was on my way to work yesterday a 55 mile drive. my truck started driving funny. i knew i could not make it safley to my job. i didnt really know what to do. i googled garages picked merchants on cedar rd in chesapeake as it was closest to me. The gentleman i assume mgr. on duty, Lenny and the tech who did the work were so kind HONEST and helpful. although they did not fix the problem it was not without great effort. Lenny offered me a refund or credit but i elected the refund as this store is far from my home. I truly appreciate the honesty and kindness from both these gentleman. thank you brenda letta
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Reason of review:
Good customer service
Shweta Wib

Poor quality, bad service

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They botched my repair service from the get go. I had my car back to the shop 3 times to get it right. Each time was painfully slow and unprofessional. The tires needed to be rebalanced. The front end made more noise after the ball joint replacement than before. They told me a front end alignment would be included since they were doing both sides and 4 tires. Turned out they never did the alignment and I'm getting uneven wear on the front tires. I ended up taking the car somewhere else so that I could feel safe driving it again. I will never go to any Merchant Tire again.
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Reason of review:
Bad quality
Anabeth Css

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Verified Reviewer
| map-marker Catonsville, Maryland

Rude Mr. Mayfield

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I visited the Merchant tire in catonsville, md to get air in my Tire on 07/18/2016 and and when I pulled up the guy was eating chicken at the stand in the garage and he was shaking his head back and forth as to say no I'm eating, and then he came out I winded the window down and he had a look on his face I told him I needed air in my tires and he went away mumbles something under his breath and got the air hose and put air in my tire. He never opened the door and looked at the amount that goes in the tire, he goes around to the other side, in a sarcastic voice, mama can you please pull up farther, his customer service skills sucked and it makes me not want to go back there. Usually Mr. Sergio is in charge I didn't see him today, I have never had that bad of a service at all, until I had him wait on me..
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Reason of review:
Poor customer service

Preferred solution: deliver better customer service minus the attitude.

Anonymous

Don't EVER take your vehicle to Merchant Tire

Recently (2/2016) I had a total brake failure while driving in traffic. I managed to avoid other cars and I was able to get to a Merchant Tire since it was the closest place.

They provided me with a written estimate that well over $1700 and the guy said depending on what they found when they got in there the repair could go over $2400.

In addition to the failed brake line they said I needed new calipers, new rotors, new brake pads (I had just put new brake on 2 weeks prior) yada yada yada.

Since I couldn't afford that - I didn't even consider it. I took it to another place and they fixed the brake line for $150 and they said there is absolutely nothing wrong with ANY of the other stuff written up by the thieves at Merchant Tire.

DON'T EVER GIVE MERCHANT TIRE YOUR BUSINESS.

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Reason of review:
Pricing issue
1 comment
Acey Bjt

It's the old "they saw you coming" scam. You were is desperate straits and they thought they could take advantage of you.

Happens all the time.

Good for you in your decision to go elsewhere. Pass the word around about Merchants Tire.

Anonymous
map-marker Richmond, Virginia

Over Charging for Services

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Rip-off. They charged me $418.94 for one (1) front brake caliper on a 1997 Nissan pickup. At Napa the Part Number: CAL SE1507 cost $ 38.99, Merchants changed me $130.75 to buy it from them. One (1) small brake line, Napa Part Number: UP 38554 cost $15.99, Merchants charged $27.54. The real kicker is all the *** "fees". $60.49 to bleed one brake caliper? WTF. $35.00 shop fee? For what? After the cost of (their parts) it cost $260.65 in labor alone, the best part is... The truck was only on the shop for about 55 minutes, I have witnesses. How can they charge $250.00 in labor for one (1) hour of work on a 97 pickup, nothing fancy. Stay away from this place. There are mechanic shops around Chesterfield Va. that treat their customer really decant, do yourself a favor and find somewhere else for auto repairs and tires.
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Reason of review:
Pricing issue
Anonymous
map-marker Blacksburg, Virginia

Review in Service Centers and Repairs category from Blacksburg, Virginia

I went there today to get a tire package and an oil change i cleaned my car before taking it there i placed 3 10 dollar lottery tickets in my glove compartment with total winnings of 50 dollars I dropped my car off at Merchants when they called i went and picked up my car drove straight to the store near my house to cash in my lottery tickets when i opened my glove compartment there was only 1 lottery ticket in there being a 10 dollar winner the 15 and 25 dollar winners were gone
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Reason of review:
Poor customer service
1 comment
Guest

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