Declined Wheel alignment did I ? not!
Would have left this alone but am annoyed that the Granville store wrote wheel alignment “declined by the customer” when this was not what happened. I dropped the car off at 10.45am today as agreed for 4 tyres and a wheel alignment. Was advised it usually takes 60mins but they were busy so it would be 90mins and would be ready at 12.15. They suggested I go and have a coffe or breakfast while I wait. As they were busy I thought I would give them as much time as I could spare and returned at 1.15pm only to be told that they hadn’t done the wheel ...alignment. I had no choice but to leave without that being done which is not what I intended at all and now I have to have this done somewhere else and spend more time. Not happy but as I said, would have left this alone had they not stated that I declined the wheel alignment which is untrue and seems to be an attempt to absolve themselves of any liability .
Ok service, lack communication
Called up to check stock of 4 x Potenza RE003, said they will be stock before my booking. Took car in following day and voiced what tyres i want before work commence. 1 hr later upon work completion, saw the invoice for higher then quoted. When i ask the reception why price is higher, he said there was no stock of the RE003 and put S001 on, was informed they are much better tyres. Was reimbursed the difference. Would be nice to actually be told prior to work starting if RE003 were in stock as i did alot of research and had my heart on these. I would of had come back a different day when they actually had them in.
New Tyres for my Totota Camry
I went to Bob Jane T-Mart Granville to change 2 front tyres as advised by my mechanic for my pink slip. When I went to the store the salesman came out and inspected the car and said that I should change my 2 rear tyres as well for the safety of my family. He showed one rear tyre which had a small cut/slit and then said that the other rear tyre(driver side) has not been changed since I bought the car in 2011. This was all verbal and I could not verify the authenticity of the statement made by the car salesman. Since the salesperson invoked the s...afety of my family so I was sucked into buying 4 tyres instead of 2 as I was worried what would happen to my family if the tyres suddenly burst, as told by the salesman . I was never shown the condition of the rear 2 tyres before they were changed. The salesman said that the treading of the 2 rear tyres was nearly gone but I didn't have the opportunity to see it. I am of the opinion this is pressure or force selling by stating something which might not be true and exploiting the vulnerability of the customer by telling them that their family might be in danger. My credit card situation is bad as spent lots during Christmas so an additional $200 on the credit card means an extra $200 debt which I have to pay back on top of my existing debt.
Good Customer Service, Bit Pushy to Sell Michelin brand, Tyres not in Stock
Had to call and make an appointment, spoke to two different staff and both were pushy to sell Michelin sports tyres, My preferred brand tyres were not in stock, Appointment or walk in were not available. Two different staff advised me that wheel alignment require $75 extra, but in store it costed me $55, which is good, but the information provided is not consistent.
Customer service was good and cleanliness in the store was good. No appointment reminders or sms were sent to advise of the booking time. Compared the Bob Jan quote with other majo...r and minor tyre service providers and found to be cost effective for Pirelli Dragon Sport 215/45R17 91W Tyres with $100 Cashback offer. Read lot of review about Pirelli Dragon Sport tyres before getting the job done at Bob Jane T Mart for my Kia Cerato Sli car. Overall a good experience so far, but could have been much better.
Up selling without even asking
Quoted $99 each for four tyres today at the Morayfield store. Went ahed because i thought the price was good. Wife picked up car at about 12.30pm charged $451. Rung store they said when i spoke to them i also agreed to a wheel alignment. This never entered the discussion. The person i spoke to said yes i did and the tyre fitter was standing next to him and heard it. Now i might be a bit old but am about the same age as the person i spoke to but then i must be a bit senile as he never mentioned a wheel alignment nor was the tyre fitter standing next to him. This is upselling to the extreme without the customer being told. As there are numerous tyre places around i will not ever be going back to bob janes
Gouged wheel and didn’t do what they were paid to do!
Update: Received a call from Bob Jane today offering to repair the wheel. While I didn’t appreciate the runaround, they came around eventually. Increasing review score to three stars.
I purchased two new tyres from Bob Jane Wollongong and also paid for a four wheel alignment.
The store gouged one of my wheels, after I specifically asked them to be careful (19”, painted black) and did a walk around of them with the salesman prior to fitting, and also took photos of the wheels.
Additionally, they left my dashcam on while the $75 ‘alignment...
Quick and easy
Bought two tyres Quality of tyres is good and competitive too, quick swap over didn't have to wait long. Well suited to vehicle
Franchisee in Mandurah
How to speak to a customer, when you don’t know what your doing Steve Cottrill, you don’t hang up on a client. Thank you for trying to clear this matter up in a friendly manner....it is most appreciated. Troy was very helpful...thank you.
Had a few problems but the manager called me and was very apologetic, hard to get good help I guess.
Don't go to Bob Jane in Essendon on Mt. Alexander Rd.
I just took my car to Essendon for what was meant to be a free rotation and the guy tried to sting me $75.
I told the guy that I originally bought my tires from the Preston store and they told me that the next rotation is free and they would text me when to bring it in. He then told me to take it up with the Preston store.
I immediately called the Preston store and no questions asked, they asked me if I would like to bring it on now for the free service. WOW!!! Now that's service.
It just takes one guy to make a bad name for himself and make the company look crap for the sake of trying to steal $75. Good try mate but you lost this one.
Moral of the story, Take your car to Preston!!!!!
Store Manager Needs Customer Service Training
On the 6th. January the Tweed Heads store manager quoted and fitted new nitto tyres to my car. Later I checked the specs and found the incorrect tyres had been fitted. I rang the RACQ. It's spokesman said they were illegal for my car. I contacted the store manager who was very rude, unapologetic and talked over the top of me even when asked not to do so. later I rang the Bob Jane Head Office re the service, spoke to Jess who said she would get back in touch with me in 48 hours. She did not do so. For approximately 10 years Paul the former manag...er at Cleveland Qld looked after me. Paul was an absolute gentleman. Hopefully the Tweed Heads Manager will undergo further customer service training, correct tyre selection and replicate Paul's outstanding service.
Wheel alignment Traralgon vic
Have to take my car back Monday as on Friday I had a wheel alignment done. Picked up car and it was still pulling to the left. When back around 3 on Saturday only to find them closed , so I'm back tomorrow after driving 350 kms since job, hopefully they re do the wheel alignment for free if not return my cost of $ 55.00
Went in to get tyres serviced. Had an appointment and said I would wait, but was still told I would have to wait 90 min for them to do this. 90 long min, which turned out to be even longer as they only started the wheel balance after 90 min. What is the point of making an appointment? Last time I got tyres I went to Bridgestone down the road who did it straight away. Two guess where I will go next time. The front desk staff here were friendly and helpful. Shame about this policy as everything else was above average
service for 4 brand new tyres purchased 6mths ago!
so much for free service to be told of a puncture in one of my tyres being almost new..feel ripped off!
Service fine, but lost hubcap
The positive is that they seem quick and efficient and the prices appear competitive. The negative is that when I got the car home, it was missing a hubcap. I phoned and they asked me to come back in so they could fit hubcaps to it. Drove back, they tried to put on mismatching hubcaps. I informed them I would prefer matching and that car accessories shops had similar ones for $30. They offered to reimburse the cost, which is fine however I wasted time driving back and now they shift responsibility to me to use more of my time to buy them.
Quick, efficient, reasonably competitive
Lack of responsibility to rectify issue that presented within half an hour of picking up vehicle
Questions & Answers
Do you do after pay
Does Bob Jane have an official policy regarding the way wheel nuts must be tightened, or is this left to the discretion of each franchise or individual mechanics? In particular, are mechanics allowed to just use impact wrenches and estimate the required torque, or do they use torque limiting extensions (torque sticks), or do they do the final tightening by hand using a torque wrench?
Bob Jane T-Marts do have a procedure to correctly tension wheel nuts/studs. Please email firstname.lastname@example.org to discuss further.
I emailed email@example.com several days ago, but am still waiting on a reply. In the mean time I have done some more web searching, and I found one discussion on Whirlpool where someone mentioned that Bob Jane required the final tighten to be done with a torque wrench, with instant dismissal for anybody caught not complying. Unfortunately in the same thread someone else commented that if this were the case then that would mean the entire workshop staff would be gone at his local Bob Jane! See https://forums.whirlpool.net.au/archive/2757100#r57546014 for the thread. So maybe I need to know not only what the official policy is, but also whether or not the policy is actually followed!
I finally got a reply. Bob Jane does not have any official policy, but they do have an internal document that is used for training purposes. The reply didn't say what procedure they recommend in this document. So I still don't know either what procedure Bob Jane train their staff to use, or how widely their staff follow this procedure once they have completed their training, but I do at least know that a training document exists!
Since what really matters is what my local Bob Jane staff actually do my next step is probably to chase this up with my local franchise. Sorry to have wasted everyone's time here...
How old are the tyres you sell allowed to be?
We bought tyres in July 2019 they have now travelled 700km and we got knocked back on rego inspection today because they were manufactured in 2015 and the mechanic says they have cracks between the tread.
Manufacturers give a warranty of 5 years after manufacture date and we do not repair tyres over 8 years old. If you have recently bought the tyres as you said, please contact your local Bob Jane so we can inspect your tyres. If they are indeed faulty, we will make sure to get you back on the road safely and have the manufacturer pick up this tyre.
Also, feel free to send this to firstname.lastname@example.org and we will look into this issue further for you.
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