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My Experience with Les Schwab.
My Car/Suspension Specs:
2003 Mitsubishi Evolution:
JIC Magic Coilovers
Cusco Sway and Strut Bars
Last week I contacted Les Schwab on Fairview Ave in Boise, ID about ordering a set of Toyo T1RS 245/40 tires. Les Schwab was able to order the set at a fair cost. I let them know that my car is extremely low and that I would require an alignment after the mounting of the new tires with my own camber and toe specs. The clerk stated they would have absolutely no problem getting my car on their rack as it is super friendly to lowered cars. We struck a deal and I was to wait until the shipment arrived to get my new tires. I contacted Les Schwab on Monday the 17th of 2012 to find out they had received the tires and were ready to proceed with completing my order. Upon my arrival at Les Schwab I was instructed the car would be done in no more than 2 hours and to come back at the time. I handed the front clerk and alignment tech my required specs and my spare key at this time. I went home and contacted Les Schwab 2 hours later to see if my car was done. Les Schwab stated they were behind, and had not started on my vehicle. I acknowledged and stated that I required the car to be done with a simple tire mount and alignment by the end of the business day. Les Schwab stated this was fair and pledged to complete the work. I contacted the business every 2 hours to see if it was complete up until 30 minutes before their closing time. At which point I was told the car is too low and they cannot get it on their alignment rack; however the new tires were on and ready to go. I said, OK and went to pick my car up.
This is what my car looked like prior to me taking it in:
This is after:
Needless to say, I was alarmed that my suspension had been altered and potentially broken. I was approached by a clerk and asked which car was mine. I told him the EVO and he said let me go get your key. I pointed out to the clerk that my suspension was not as I had left in and CLEARLY damaged or maligned. The tech stated it looks fine to me and “I didn’t work on it.” At this point I requested the car be brought into the shop so I may examine what they had broken. One of the tech’s obliged and took my key, drove the car to the back of the shop and stated they didn’t do anything wrong and it broke on its own. I asked them what portion of my suspension had broken on its own at which point he stated that my strut had seized. I questioned this due to the fact that I had brought my car in perfect working condition at the time of the drop-off. The District Manager who conveniently works at the store approached me and stated the following, we will not fix this for free, if every car came in here with broken struts and we had to fix it then we would be out of business. He was very derogatory and would not allow me to even attempt a professionally mannered conversation as he kept cutting me off when I questioned him on what exactly happened to my car. At this point I saw there was no reasoning with the local office and request to be given the key to my car. The store manager stated he would only give me the key to my own car if I signed a waiver that exhorted Les Schwab from any wrongdoing and any potential harm of myself, my passengers, and any other parties. I declined signing the waiver, and let them know I would contact the police if I was not given the key to my car that they had deemed fit to drive minutes ago. The store manager quoted “The police will force you” to sign this waiver if you want your car back. At that point I educated the store manager that NO party can force someone to sign any sort of legal document. In attempt to get my car out of the clutches of these mad men, I asked to see this waiver that I may read it and hold a copy here:
Copy of the waiver:
I let the store manager know I will contact a local tow company to have my car towed if he gave me the key back. The manager agreed and gave me my key. I did not sign the waiver, but pocketed it and went to my car, started it and drove home. At this point it was late at night and I could not fully examine my suspension. The next morning I started the process in 26 degree weather, with no garage of attempting to repair my car. Luckily, I am knowledgeable in the mechanical field and am able to repair/modify. Before repairs I contacted the Corp. Les Schwab office to see if they were willing to help. I spoke with a gentleman by the name of Mike who handles complaints. He was very shocked by my experience and pledged to make things right. He asked for my patience as he wanted to hear the details from both parties. I acknowledged this and told him I would attempt to repair my car. I quoted him the replacement cost if I indeed had to replace my full suspension since JIC does not offer single dampener replacements per my call earlier that day.
Here are the coil overs:
Here are some photos of my suspension and the manner they had left it in when I began repairs:
As you can see my coil overs were side loaded by Les Schwab. Luckily I was able to manage and repair my suspension.
Photos after repairs:
I contacted the Corp. Office and spoke with Mike again letting him know what his local store had done, and the work I had to do to get my suspension in working fashion again. I requested compensation for my work done to repair my suspension or a refund towards my tires I had purchased at Les Schwab. This is not due to the money, but the simple sheer fact that I had to take a day off work, to get my car in safe running order, along with working in 26 degree weather with no garage for something Les Schwab was paid to do. Mike acknowledged my request and told me I would have a resolution by Christmas Eve. Well, Mike was a man of his word and I was contacted by the local Les Schwab on Christmas Eve and educated that they don’t care, and they are not going to make any sort of amends for their actions. At this point, I attempted to contact Mike at Corp. again to seek a resolution. However, Mike is gone for Christmas. So I've decided to give Les Schwab their best Christmas present yet in hopes they will be fair and do the right thing by their customer. I am going to post this article on every able forum, blog, and social media network until I get a fair resolution.
I will update this post with any results I may get:
My Car/Suspension Specs:
2003 Mitsubishi Evolution:
JIC Magic Coilovers
Cusco Sway and Strut Bars
Last week I contacted Les Schwab on Fairview Ave in Boise, ID about ordering a set of Toyo T1RS 245/40 tires. Les Schwab was able to order the set at a fair cost. I let them know that my car is extremely low and that I would require an alignment after the mounting of the new tires with my own camber and toe specs. The clerk stated they would have absolutely no problem getting my car on their rack as it is super friendly to lowered cars. We struck a deal and I was to wait until the shipment arrived to get my new tires. I contacted Les Schwab on Monday the 17th of 2012 to find out they had received the tires and were ready to proceed with completing my order. Upon my arrival at Les Schwab I was instructed the car would be done in no more than 2 hours and to come back at the time. I handed the front clerk and alignment tech my required specs and my spare key at this time. I went home and contacted Les Schwab 2 hours later to see if my car was done. Les Schwab stated they were behind, and had not started on my vehicle. I acknowledged and stated that I required the car to be done with a simple tire mount and alignment by the end of the business day. Les Schwab stated this was fair and pledged to complete the work. I contacted the business every 2 hours to see if it was complete up until 30 minutes before their closing time. At which point I was told the car is too low and they cannot get it on their alignment rack; however the new tires were on and ready to go. I said, OK and went to pick my car up.
This is what my car looked like prior to me taking it in:
This is after:
Needless to say, I was alarmed that my suspension had been altered and potentially broken. I was approached by a clerk and asked which car was mine. I told him the EVO and he said let me go get your key. I pointed out to the clerk that my suspension was not as I had left in and CLEARLY damaged or maligned. The tech stated it looks fine to me and “I didn’t work on it.” At this point I requested the car be brought into the shop so I may examine what they had broken. One of the tech’s obliged and took my key, drove the car to the back of the shop and stated they didn’t do anything wrong and it broke on its own. I asked them what portion of my suspension had broken on its own at which point he stated that my strut had seized. I questioned this due to the fact that I had brought my car in perfect working condition at the time of the drop-off. The District Manager who conveniently works at the store approached me and stated the following, we will not fix this for free, if every car came in here with broken struts and we had to fix it then we would be out of business. He was very derogatory and would not allow me to even attempt a professionally mannered conversation as he kept cutting me off when I questioned him on what exactly happened to my car. At this point I saw there was no reasoning with the local office and request to be given the key to my car. The store manager stated he would only give me the key to my own car if I signed a waiver that exhorted Les Schwab from any wrongdoing and any potential harm of myself, my passengers, and any other parties. I declined signing the waiver, and let them know I would contact the police if I was not given the key to my car that they had deemed fit to drive minutes ago. The store manager quoted “The police will force you” to sign this waiver if you want your car back. At that point I educated the store manager that NO party can force someone to sign any sort of legal document. In attempt to get my car out of the clutches of these mad men, I asked to see this waiver that I may read it and hold a copy here:
Copy of the waiver:
I let the store manager know I will contact a local tow company to have my car towed if he gave me the key back. The manager agreed and gave me my key. I did not sign the waiver, but pocketed it and went to my car, started it and drove home. At this point it was late at night and I could not fully examine my suspension. The next morning I started the process in 26 degree weather, with no garage of attempting to repair my car. Luckily, I am knowledgeable in the mechanical field and am able to repair/modify. Before repairs I contacted the Corp. Les Schwab office to see if they were willing to help. I spoke with a gentleman by the name of Mike who handles complaints. He was very shocked by my experience and pledged to make things right. He asked for my patience as he wanted to hear the details from both parties. I acknowledged this and told him I would attempt to repair my car. I quoted him the replacement cost if I indeed had to replace my full suspension since JIC does not offer single dampener replacements per my call earlier that day.
Here are the coil overs:
Here are some photos of my suspension and the manner they had left it in when I began repairs:
As you can see my coil overs were side loaded by Les Schwab. Luckily I was able to manage and repair my suspension.
Photos after repairs:
I contacted the Corp. Office and spoke with Mike again letting him know what his local store had done, and the work I had to do to get my suspension in working fashion again. I requested compensation for my work done to repair my suspension or a refund towards my tires I had purchased at Les Schwab. This is not due to the money, but the simple sheer fact that I had to take a day off work, to get my car in safe running order, along with working in 26 degree weather with no garage for something Les Schwab was paid to do. Mike acknowledged my request and told me I would have a resolution by Christmas Eve. Well, Mike was a man of his word and I was contacted by the local Les Schwab on Christmas Eve and educated that they don’t care, and they are not going to make any sort of amends for their actions. At this point, I attempted to contact Mike at Corp. again to seek a resolution. However, Mike is gone for Christmas. So I've decided to give Les Schwab their best Christmas present yet in hopes they will be fair and do the right thing by their customer. I am going to post this article on every able forum, blog, and social media network until I get a fair resolution.
I will update this post with any results I may get:
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