History
- What happened...
- What else happened
- A letter to the head-guy at GoodYear
- I guess they showed me...
- 1/29/98 call from Consumer Affairs
- 12/20/97 call from the store manager...
- If you HATE this page, do the right thing
- 1/30/98 Call from Consumer Affairs
- Picture of the rip-off store
- Concerned netizens write in...
- I know I showed them...
- More E-mails !!!

Emails to the site
- Against the site
- In Favor of the site

Management Training
- How to get $10,000 from 1 customer
- How to take care of customers... (complaint management)

Customer Service
- They did do something right
- What you can do if you have a problem



Send Us A Message

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Some people that write the site get very upset if I edit their letter to the site. For this reason, the site is a little long and everyone's letters are kept intact. Almost every received one response to their email (good or bad) and the ones still in the "sent items" folder were placed on the site. Enjoy, K.C.

I appreciate your website. I was pricing tires and considering going to the Just Tires right down the street from me in Havertown, Pa. Needless to say, I am not going there. I can't beleive that this Company cannot treat its customers with the dignity and respect a person looking to spend money on a product deserves. Congratulations. You are doing what we all should do when we are treated poorly as consumers. Goodyear would be smart to hire YOU to improve their customer relations deficiencies. I hope that NTB treats their customers better. I am about to spend $600.00 on high performance tires. Well.......too bad for Just Tires!

I'm having a problem with Just Tires. They put two different makes of tires

on my Jeep and guaranteed me that they were the same size. Well, they were

the same size but not the same circumference. This mistake ended up costing

me over $300 to get my transaxle repaired. Where is the main office of Just

Tires and what is the address?

Thanks

Sandy

America - what a great country... This is a place where we can all

freely share our experiences, opinions, and perspectives, and others can

either accept them or reject them, and we can even change our mind about

how we feel on a particular topic, and share that, too.

When a customer is treated in the manner that this customer was treated,

or when they gain the perception they were treated poorly, it is not

especially relevant whether or not the issues are factual. Something

occurred which has resulted in the customer taking his own time, money,

and energy, to develop and openly publish their experience to the world.

Just think of the impact to Just Tires if this person was sharing a

positive story - like his Nordstrom example.

By the way, no one has ever said that Nordstrom's has the best prices

around, or even that they sell the very best products available. But,

we all know they have the very best approach in existence regarding how

they deal with the customer. This is especially true when a customer

has a need to return a defective product, or question pricing.

Nordstroms empowers their employees to handle issues and make autonomous

decisions without the intervention of their manager - even for clothing

which costs more than - well, more than a monthly house payment.

My point is simple. Just Tires could probably charge slightly higher

prices if they had a solid customer relations or customer service

philosophy in place. Some positive attribute dealing with people that

distinguished them from other tire resellers. All people like to be

treated with dignity and respect, even when they are purchasing tires.

And, if a customer feels like they are treated poorly, they will tell a

friend, and in this case, tell the world.

While I have no personal experience, either negative or positive, to

share with the world regarding Just Tires, I was surfing the net looking

for a place to purchase tires this morning, and discovered this web

site. The impact to me is simple. I took the time out to respond, and

I will not consider purchasing my tires from Just Tires. Why take the

chance?

Whether his story is accurate or not is not especially important to me.

What is important to me is that generally, my dollars spend the same

when I purchase tires. For those of you who are wondering, if Nordstrom

sold tires, that is where I would go to buy tires. Yes, I would

probably pay slightly more than I would if they were purchased at Just

Tires (or maybe not), but I would be treated well, and Nordy's would

probably have a free shuttle service to transport me to and from my home

while they were installing tires, or have free coffee, tea, soda,

mineral water, bottled water, and snacks, while waiting on-site.

They would cater to me in their own unique way and make me feel

important as a customer.

If Just Tires does not get it, I am confident they will lose the

opportunity to stay in business over the long term, and they would soon

become another statistic - BK statistic.

Thanks for sharing - have a nice day. [:-)

A line to let you know that Just Tires only lasted about 5 years in Memphis. I

also worked for GoodYear at one time and know how they treat people. I only

stayed about 6 months. For the last 11 years I have worked for a company

called Scott Alignment (in Memphis ). They have been in business for over 50

years and they have never advertised. All of our customers are referred to us

by other customers, and we have appointments booked as much as 2 weeks in

advance. This is the type of shop I suggest every one use. There is one in

most every town or city.

Kevin your letting one bad apple spoil the bunch.Not every manager or person is that way.If you were in my store the problem would have been resolved immediatley.I am a dedicated employee.Kevin you have a lot of energy, and that's great, But I take care of my customers yet your trying to destroy my lively hood. If I loose my job are you going to feed my kids and put clothes on their backs? The customer in my store is king because the customer already does that. By taking care of the customer the customer will take care of me. Aren't we all customers. do you still have your lowered blue pick up still? I bought one my self but it doesn't wear the tires its not lowered. good luck big K.C.

Long before just tires we had Good Year stores, they screwed everyone. They lied about performing front end alignments and the guarantee to go along with the alignment. After being screwed by Good Year and Nabisco I hope everyone will boycott both companies. Especially Nabisco, they screw many of their employees.

i went to a goodyear outlet in yucaipa ca. about years ago to get a new tire for my S10 4x4 it had a hole in the side wall so i left it there for the day and told them to align the front end also i work at a G.M. dealership and specialize in engine repair and needed the tire changed that day on a weekend so at about 3:00 that afternoon they called me and said the air filter needed replaced so i figured it would be about $7.00 so i said what the heck replace it so i came to pickup my truck at about 4:00 and the truck was in the same spot the tire was still flat i told them they had the truck all day whats going on so they gave the tech. the paperwork and he started reading the r/o and said "this is fucking bullshit align front end and replace tire at this time" i heard him and said just put the tire on and forget the rest so they did the next day i looked at the air filter and it was new but the housing was full of dirt and grime and they had charged me around $18.00 for the filter then i noticed that it was very noisy in 4wheel drive and when checking the tire it was not even the same size as the others so i took it back and the did take care of the tire at no additional charge well for now on i just buy my own tires and put them on myself at work.

Hi K.C. ,

My name is Kevin W. I ran across your web site while trying to find Just Tires web site to complain about a bad experience my sister had with them. I wish I knew how to put this out on a web page like you did but I don't.She was at Just Tires to get a flat fixed and when she tried to leave her battery was dead.She had Just Tires look at it and they told her she needed a battery. She asked did they check the alternator (she called me and I told her to ask) and they told her that it was fine.So they sold her a battery. Three hours later the car won't start, the brand new battery was dead. She called Just Tires and they told her she probably needed an alternator too. How they were able to diagnose this over the phone I can't begin to imagine. She took the car the next day to a local repair shop that specializes in auto electric work. They told her that all that was wrong was the alternator belt was loose and so the alternator wasn't properly charging the battery. She called me when she got home and asked what I thought. I told her to go back to Just Tires and get her old battery back. If a loose belt could make a new battery go dead, it could make an old one go dead as well. She went back to Just Tires and they put her car in the shop and told her they changed the battery back and that it was so dead that it wouldn't start even with a jump. So she came home with the new battery again. I went back to Just Tires with her and told them to put her old battery back in the car and give her money back.They put the battery back and when I put the jumper cables on to start the car, the cable end was so loose I could pull it off by hand. The kid who put the battery back in the car saw this and came out and explained that the nut and bolt were so rusted that he couldn't turn it to make it tight. Why they weren't able to figure out that this was probably at least part of the problem to start with I can't imagine. So we started the car with a jump ( this is the same car and battery that they told her wouldn't start even with a jump) and came home. I installed new cable ends and cleaned the terminals and told her to go for a 1/2 hour ride to charge the battery. The car is fine.

I sent an email to Goodyear (because I couldn't find a Just Tires web site) but I doubt it does any good. I plan to call the Better Business Bureau on Monday. Either Just Tires managers and mechanics don't know what they are doing or they are deliberately ripping people off. This Just Tires is in Fairless Hills Pa, on Lincoln Highway (business route #1).

Thanks for letting me blow some steam.

Kevin

hey kevin whats up? your not a bad guy your mis informed about the employees of just tires. we work hard and excel in customer satisfaction. its hard to satisfy every customer. but your problem should have been taken care of immediatley.

these are just a few people who are upset, but there are thousands of happy customers. we were noticed by j.d. power and associates to be no.1 in customer satisfaction. goodyear is one of the last american owned tire manufactures in the u.s. michelin is owned by the french, firestone is owned by bridgestone in japan. michelin owns b.f.goodrich ,the french. let's keep the money and jobs in america, buy american products, buy goodyear tires. the products were not the problem the person was, that's understandable. keep the american businesses growing we all might be out of job someday..well take care..

Sorry, but I laughed at your website until I read every article - I guess I normally wouldn't waste my time, but: I am looking for new tires for a 1964 corvette that I love dearly. My son put tires from a justtires store on his 1973 vette and didn't have any trouble, but: He wouldn't go to the local store - we had to drive 1hr away to a store that was recommended to him by a friend. Now, for the real kill - I AM VERY PARTICULAR WHEN IT COME TO MY CORVETTE. I don't want more than a half-ounce weight on any wheel to balance (Aluminum wheels and balanced). I am now concerned about your problem - is it settled yet? You can reply to this email address - if you have time. I am not opposed to going to Firestone or some other tire, as long as I get what I want. I could care less about 30 or 60 dollars. My concern is customer happiness.

thanks

Just wanted to let you know about my experience with Just Tires. I stopped by one of their stores outside the DC area this past weekend. Well the price they gave me of $790 was well above the $625 price I had gotten at a Goodyear store nearby (who was out of stock of the tire I wanted). When I told them the price I was quoted at the Goodyear store they told me they couldn't match it (in spite of their 200% price Gaurentee). After I called around the area for a store with my tires in stock, I found another Just Tires selling the tires for $660. I figured the price was close enough, so I had them pull my car off the jack after they refused to match the price. Well I was well on my way to the other store when I realized they had not retuned my tire lock. I drove back to the store and waited an hour for them to find my tire lock. In the store's defense the manager did offer to reimbuse me for a $50 dinner, if I drove all the way back to his store with the recipt. I told him no thanks. When I got to the other Just Tires store I found out that they had misquoted at $660 and it would cost $740 for the tires. I told them to put the tires on and decided to call the regional manager to get the difference. on Monday I got the Goodyear store to Fax me their quote, which I forwared to the Just Tires store manager. About an hour later I got a call from the manager saying they would refund $175.65 of the price. While I don't think that fully compensates me considering all my time and trouble, I do think it was a fair price for the tires. And after finding your website whilelooking for Just Tires home page, I figured I should take what I could get. Just go to show there are some responsive Just Tire Stores out there (just as there are some unresponsive ones).

My mother lives in Anaheim and I will tell her not to shop at Just Tires. I was on the web looking for tire bargains in the New York area when I saw your site. Now I will not buy Good Year.

Well, thanks, I'm shopping for tires, guess I know where not to go.

Victor M.

P.S. Maybe everyone should by CANADIAN. After all we are the Friendless people on the planet... lol...

Hi, I am grateful for running into your site. It is extremely frustrating and upsetting to know that every single opportunity out there may be either a good one or a bad one without too much control of what may result. We work so hard to earn a living. When it comes time to purchase necessary items, we sometimes feel helpless because we may have only little or no knowledge about who or what we are going to buy. Then our recourse is very difficult, plagued with more time wasted, irritation, and just frustration. So we end up not doing anything at all except to not frequent that place again. You have an excellent form to communicate. I will personally send your website address to all my friends, family, etc.... Just a quick thank you! Good Luck and keep up the good work!

Fred, Illinois

HI K.C.
I was shopping for 4 new tires to put on my cars. and ran
across to your web site. (Thanks God that I found your web site)
We got 1 JUST TIRES around my work place. (City of Industry, CA)
I was there today to put 4 new tires on my car. Lucky, I got off too late and they already closed. After Visit your web site, I had changed
my mind and going to spend my money (around $700) some where else.
Keep up the good work, keep on telling us what happen to your story,

I love this page This is what can keep these companies honest. Keep up the good work

Sounds to me like Goodyear is more interested in their BLIMP than selling tires. I won't buy Goodyear.

D.B.

I have to applaud you and your website for promoting free speech and the theory that consumers, through word of mouth, can and will prevail over unethical corporations. I do not have a Just Tires in my area. However, the absence of this chain in no way makes your dilemma insignificant to me. Nor should others be affected by an absence of the chain. Your dedication to customer rights should be perceived, by all who read this, as a boycott of Goodyear.

I have read several of the other emails--many from Goodyear employees and I sympathize for them and understand that they must feed their families. However, these same individuals need to realize we have families also. If a company overcharges individuals by 30%, that is (in your case) $60 less the individuals have to feed their own families. These people, as Goodyear employees and hardworking individuals, should be furious to know that their company, through unethical practices, is taking money away from their customers and Goodyear employees.

I found your site while comparing prices for several tires. This week I am changing the tires on a 1996 Suburban, a 1998 Corvette and my daughter's Mazda Miata. As you can imagine the tires on these vehicles are especially expensive. Unfortunately for Goodyear, because of your site's veracity and purpose, their tires will not be mounted on any of my vehicles.

Excellent work Kevin!!!

R. C.

I want to say I really enjoyed your site, to see another similar attempt visit www.starbucked.com. What I wanted to say is I bought tires from a just tires in Rockville, MD 4 years ago and the steel belt just went. I wasn't sure if that tire was from 2 I bought from the dealer or from Just Tires. I started with the dealer and he told me I was out of luck. The belt counted as a road hazard and he didn't have records going back that far anyway so I was out of luck. Then, I called just tires. The guy who answered tells me right off that my problem sounds like a defect and that I should come by for a replacement. Since I now live a few hours from his store I asked if he could check the computer records. His records were accurate and he found the tires were still under warranty. Certainly a lot better then the service from the dealer. Thanks for including this for a balanced view of the company. By the way that store is at 301-770-3060.

Regards, A satisfied customer

Kevin - I came across you web-site while searching for tires for my 97' Yukon. I am pleased that you would take the time and make the effort to spread the word about such obviously short sighted business practices. I will not be buying my tires from any Goodyear affiliated store. Keep up the fight !

Regards, Glyn

Kevin,
I'm writing on behalf of the Just Tires complaints. I worked for the Just Tires store in Elmhurst from 93-95 and I have to say I'm extremely disappointed that the quality of service is beginning to fade as the company grows. When I was employed it was constantly preached to us "The customer is ALWAYS right" and I don't believe we ever had an unsatisfied customer while I was there. I learned allot from my store manager John Sowinski who would go to extreme lengths to make sure the customers were satisfied. I remember one incident when he came back from a meeting with a suit and tie on and went straight for the back to help change tires just so the customer didn't have to wait. Unfortunately I have also seen a change in the management of Just Tires. There aren't many John Sowinski's out there any more and I'm sure there aren't as many store meetings with the same old "The customer is always right" slogans. They used to be a solid Tire company with a great record and now it seems to be turning into another untrusted maintenance repair shop. They now offer many services from oil changes to strut replacements but in the long run are they making more money? I think not.
BE

Yours is an Interesting Website. I actually found it while looking for the hours of my local JT store. I bought tires there 2 years ago and recently got a flat and had to have the tire removed from the car. After the repair, the front shakes at high speeds. I took the car to JT 1 week ago for a balance but got no change or improvement so its back to JT again. Obviously I am not a happy customer.

I will not "pass judgement" on your site on way or another because in this country people do not have the right to stop your expression of your viewpoints unless you slander them.

Is your position a bit extreme or obsessive? In the eyes of people who are content to "let things slide", probably. Is your creation of this Website proof that you need to "get a life"? Maybe, but that's no one's business but your own. Do large corporations condone and initiate policies that take advantage of customers and mitigate the consequences when they get caught? ABSOLUTELY!!!! Don't let anyone try to tell you otherwise.

The only word of caution I will pass along is that you should refrain from attacking the store manager in your case personally. You acknowledged in your site that he has no authority to give you your $60 and he is not obligated to pay you from his pocket. You should focus on the corporation that sets the rules that govern him. The manager could sue you if you slander him. Be cautious of those "log-ons" from Goodyear…that's their attorneys watching you and looking for a reason to sue you.

In closing, I will say that in this country where we have so many soulless and heartless corporation, we can always use a few wild-eye zealots to rattle those corporate cages and remind them that We The People can bite back once and a while. Keep doing what you feel you have to do.

Richard, Los Angeles

I have gone through your site, and I do disagree with you about keeping the site up and "warning customers". Your bad experience with Just Tires is just that, a bad experience. One bad, although long and drawn out, experience. For someone to read this site and say that they were thinking of going to Just Tires and now they are not is just not good. Some Just Tires out there are really good, and concerned with the Customer. They are willing to bend over backward. Did you ever go to the other Just Tires to get your Money back. That may have been the best thing you could have done, because when I was employed by Just Tires, we had seriously unsatisfied customers from another Just Tires, and even other Franchise Goodyear Stores. We took care of them all, and then turned around and reversed the credit to the other Just Tires. Goodyear does take care of the OEM customers as well. I have been involved in many OEM adjustments, and the majority of them were free replacement for milage-when there was no mileage warranties on the tires. No Tire Company that I know of, Michelin,BFG, Dunlap, Bridgestone, etc ever put a mileage warranty on the tire when it came on the car. But time and time again, Goodyear made the adjustments. For the customer. I am sorry that you had this horrible experience with Just Tires, but I would emplore your Web site readers to Check out any company that sells tires, make an appointment with the manager to talk about tires, service. Get the number for the District Manager. Talk to them. And remember, with a true "Chain Store", if one can't help you, mostlikely another will and they will report the other store. But with Franchises that bear the Same Name this is not so. Also with Smaller stores, there is no where to go. If You had this problem with the store, I would emplore you to try again. See if things had changed. You have spent a lot of time on the site, spend some more on trying one last time. I eventually left Just Tires because I felt the Prices just got too high, and our manager was somewhat of a hardnose that didn't like to give discounts of anykind. But I (as a salesman), would almost always match the price, make an adjustment, do what ever I could for the customer. I hope you post this because it does conflict with your point of view, but if you don't I can live with that. I think that we need to as consumers investigate companies before we buy, but without fail I beg your readers and you alike when ever you buy a tire, get an alignment, lifetime balance, and the Road Hazard. It will help you in the Long Run, a blowout is the result of the lack of air pressure, the rim pinches the tire and the sidewalls heat up and boom. You cannot repair a sidewall puncture such as a nail or when you hit a curb. And those mysterious bubbles that are on the side of the tire that are long and vertical(from the rim to the top of the tire) they are because you have run over the curb, or off road. Wearing on the side of the tire is more likely an alignment problem, sporadic wearing is balance, and steel coming through-come on! Also for you young people, wearing in the center is either High air pressure, or spinning the tires. Also read your owner's manual for the correct air pressure to put in the tires. Never put the max on the tire wall. I write this becuase if we as consumers would do these and keep them in check we would not have these problems. Also these are not convered by the "basic warranty" and the wearing due to low or high air psi, or alignment is not covered at all. These are our responsibitlities. I know that this is a long one, but keep in mind that most people don't know this stuff. When I started at Just Tires in 95 (about a year after it started), we had a mission to be the best in customer satisfaction, and educating the customer, I have no Idea what it is now, I left in the summer of 97. Some Goodyear tires are the best, but some are CRAP. Like the Invicta line. UGGH, or the GA very nice ride. But always always always rotate and balance your tires every 3-4k miles. Well, I am done, I hope that you try again @ Just Tires, but if you dont, Investigate the company before you buy, Try america's tires.

Take care, KG

As a former Goodyear manager, that was employed almost 15 years, I can tell you if you think they treated customers bad, you should know they treat there employees worse. I saw so many quality people leave due to poor management and terrible decision making. I could write a book on all the horrible injustices to employees and customers. I left in sheer frustration and have never and would never go back for any reason in any capacity. I recomend my associates and friends to a local Firestone store now. That is my way of getting even. Hit them where it hurts. Have you seen there stock plunge lately? Now I see Gemini by Goodyear. Another twist of names but still the same SOS. I regret staying as long as I did, however at one time early in my career, Goodyear was a dynamite company. Very focused, very customer/employee oriented. Once Stan Gault CEO retired, the company has spun out of control with inept people with alot of lip service. I saw more injustices in the last several years that will burn in my memory forever. Quality people kicked out or forced out due to politics or cost cutting. I was very succesful for years with them winning many awards, and incentive trips, however, I saw the tide turning and as you can see the stock prices reflect the true nature of there situation.Just tires was one of two concepts they toyed with early on and in some cities the concept failed miserably. You cannot paint the walls green from Goodyear blue, and employ the same people, practice the same techiques, and expect different results.I used to be proud to work there, but now it is embarressing to see what they have become. You can purchase Goodyear made Sears branded tires so much cheaper in a sears location with better warranties etc. Sears and Goodyear deserve each other. I could ramble on forever about many topics Goodyear would be ashamed of, but it just gets me upset. Let them come to terms with there own demise. With competition as strong as it is today, they would probabley love to be bought out. They always said they needed the company owned stores to control distribution, but they distribute to anyone and everyone at lower prices. At one time Roger Penske wanted to buy the stores, but they could not come to terms. So Roger buys the K Mart auto centers and Goodyear makes a deal to assist his people in developing them into profit centers. To date they have failed miserably. I understand Penske even removed Penske Jr from operating them. They are losing a bundle of money, but look who the teacher is. My advice is to not buy Goodyear, Lee, Dunlop, Just Tires, or Gemini. Buy Bridgestone-Firestone.

Kevin,

Sorry, didn't mean to insult you. I thought that I had seen an update for March of 2000 when I read through your site. That was what I thought anyway, thus the basis for my remark. I would like to compliment you though for the site. It is obivous you are much more computer literate than I will ever hope to be. Hope you have better luck the next time you make a tire purchase.

Tom

I was recently assigned as Mgr. of Just Tires. I noticed your Web site "Just Tires Sucks" and would like to assist if you have had an unpleasant experience in one of our stores. Please call me and I will do what I can to make your problem go away. We, Just Tires, really care about our customers and would like to take care of you if at all possible. Looking forward to hearing from you.

Lenny Mullen, Mgr. Just Tires