Merchants Tire And Auto Service Center - Liar Liar pants on fire, Chris!
To date, Merchants has NOT attempted to contact me about this.
Went to Merchants in Columbia, MD on July 27, 2018, spoke with "Chris". I am an educated consumer. Yes, I am one of those guys that goes the extra mile to research options, materials, etc. Several months ago I needed a front end alignment quick before going on vacation. I typically don't use places like Merchants for reasons I don't have time to explain here. Bottom line was my usual resource was booked and unavailable so I bit the bullet and took a chance with Merchants. No complaints on the alignment. Before leaving the store I was told that I will need new tires soon and to consider Merchants when the time was right. I turned and said, "That's okay, I buy my tires elsewhere." He replied, "I can beat any price, installed out the door, even Costco." I gave a courteous "thank you" and away I went.
Skip forward several months where now I am seriously considering replacing my factory OEM Continental tires with some Michelin's. I went back to Merchants and spoke with Chris. Chris is a nice, young guy who has no idea who he's talking to, who is probably thinking just another customer needing tires. I would not consider myself an expert but I have stayed at a Holiday Inn Express. I read reviews from different sources such as customer, manufacture and independents with no ties to the manufacture, just plain test results on platforms similar to my vehicle. Not everyone likes Michelin, I get it, but with my 40 years driving and car buying and maintaining experience, I've come to enjoy the Michelin brand for numerous reasons, which is not the reason for this post.
Chris took a look at the tires on my vehicle, came back in the shop and brought up an estimate for the OEM tires. I told him I wasn't interested in Continental tires. I don't like the ride, the wet weather grip or the wear they've provided. Chris then provided me quotes for Michelin and Bridgestone. Having already researched Merchant's prices, I asked Chris how their out the door price compares to Costco. This is where it gets interesting. Chris took the Michelin Defender quote and wrote, AB DC. He then said, "Merchant's buys "AB" grade tires from Michelin, Costco buys "DC" grade tires, which is why they can sell them cheaper." I could hardly wait to get home!
First, I called Merchant's customer service and spoke with Christina. I told her about the graded tires Chris spoke of. Her response? "Sir, I'm sorry Chris told you that. That is not true." Our conversation went on for several more minutes but bottom line, Christina confirmed what I already knew, Chris is either uniformed or simply lying.
Second, I called Costco Corporate office and spoke with "Ake". After telling my story to Ake, he replied, "I've been working for Costco in this department for 18 years. That claim is simply ridiculous!" He put me on hold but came back on within a minute and asked if I wouldn't mind repeating what I told him to someone in their legal department. I declined but thanked him for his time.
Third, I called Michelin customer service and spoke with Robert. As expected he also said Chris's statement is not true. He stated there is no such thing as a lesser grade Michelin tire. If a tire doesn't meet the specifications and tolerances that it's designed for, it doesn't leave the factory and sold as a lesser grade tire. He also mentioned that wholesale chains such as Costco and BJ's can sell tires cheaper because they buy direct from the manufacture, taking out the middle man, whereas Merchant's does not. Robert then added that Chris is just another sales guy trying to make a sale and will say practically anything to accomplish that goal.
What Chris wasn't expecting was someone like me to call him on it. Oh, I plan to go back and speak to the store manager, Damon Fyock to listen to his take on it, but bottom line is I won't be buying tires from them unless they can beat the $200 out the door savings by buying them elsewhere.
Rick Roberts
Educated Consumer
Reason of review: Bad business practice.
Preferred solution: Let the company propose a solution.
Location: 9255 Berger Rd, Columbia, MD 21046, USA
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