|Address:||63 NJ-31, Pennington, NJ 08534, USA|
|Working:||8AM–6PM 8AM–6PM 8AM–6PM 8AM–8:30PM 8AM–6PM 8AM–5PM 9AM–5PM|
This will be long, because I want to be fair to all involved. As a summary, cheapest price by a small margin, poor pre-service, neglectful damage, exceedingly poor customer service after damage. As I have gotten older I have become more dependent on others to do work. Mavis was very helpful on the phone and had the OEM tires I needed. Made an appointment to have them do the work the next day. My wife ended up waiting for several hours with the kids before they actually started the work. The next day I did my usual check tire pressures and lug nuts. As is the norm the tire pressures were much higher than required by the car maker. Lug nuts were put on so tight that I barely go them loose using a 2 foot breaker bar before retighten to an appropriate torque. Good luck to my wife if she needed to change a tire. I noticed that the left rear center cap was damaged. I removed the wheel so I could push it out to try to fix it, and noted that the center cap irreparable. I tried to determine how it had been damaged because 36 hours prior it was perfect as I had personally moved it from my winter wheels to my summer wheels. As I looked closer at the wheel and the center cap it was clear that the center cap had been pried out—almost certainly with a screwdriver. If they did it on one wheel…..Yup all four wheels, leaving chipped paint and damage on all four like new wheels. I drove to the store immediately. When I walked up to the counter Drew (who identified as the store manager) snorted, “What did we do wrong now." I said it was hopefully a small issue. He immediately ushered, out of the waiting room. I explained my concern to him showing him the on each wheel—he didn’t look he just told me that they don’t need to remover the center caps to change and balance the tires. I told him that was untrue. He then stated that they would never use a screwdriver to remove the center caps—and yet someone had in the last 36 hours. He then admitted that the severely damaged center cap may be his responsibility because it may have fallen on the ground. He offered to maybe replace a single center cap (He had said that they dont need to remove the center caps). I told him that it wouldn’t be needed as I will have to go about the issue in a different way. He told me that he would review the surveillance tape and asked me to leave me my name and number. I told him that I would like to be there when they review it and he said OK. A week passed and I had not received a call so I returned to the store. Drew asked me what he could do for me. I inquired if they had watched the video. He indicated he had and no one had used a screwdriver, because they dont do it that way, in fact the gentleman behind him had been there at the time (this person later identified himself as Jon Edwards, Service Manager). I asked him why they hadnt called me to watch the video as agreed. He said he never said he would do that. He gave me a corporate number to call as I asked him about the ownership of the shop. He was terse and advised that no one owns the shop it is owned by the corporation and that he had no supervisor. I asked him if I could have the shops insurance company information to share with my insurance company. He told me they dont have an insurance company . He said that he was finished with to me cursed me and left. Jon then asked me to follow him so he could show me how they remove the wheels. He took me to a tire balancer and showed me how they punch out the center cap from the rear with the spindle on the balance. He asked me what he could do for me. I told him there is not much he could do for me unless he was Drews supervisor. He said he works for Drew, but Drew was not his supervisor and he does not answer to Drew. I told him about my concerns and he asked me to give him a few days to see what he could do. However he said that it will ultimately need Drew’s approval as his supervisor. I thanked him for his time and left the store. It has been over a month, I have heard nothing.
Thank you STS in Pennington, NJ!! I stopped in to STS Tire in Pennington this afternoon because I got a "check engine oil level" light. Ive had some bad luck with my truck (last month my battery went bad and exploded when I tried to jump start it), so Im terrified to even look under the hood. I asked if they had time to do an oil change. The man told me they could, but they were short staffed and Id have to wait about an hour for someone to be available. Unfortunately, I wasnt able to wait that long - I was on my way to the hospital to see my mother-in-law who recently suffered from a stroke. So I asked if someone could just check my oil for me and I told him about the light that went on. He came right out and checked it for me - I was a quart low. He added a quart for me so I could be on my way safely and come back this weekend for the oil change. I was able to continue my trip to the hospital without worry! Im happy to have a new place to get my maintenance and tires! STS Tire and Automotive!!!
Before I went to Mavis to get my tire repaired (plugged) I had zero vibrations. After getting it fixed I had a terrible vibration to the point where I had to turn around immediately and drive 20mph to return and get it looked at. Turns out there are half a dozen sidewall bubbles on the side of the tire facing the wheel well. It was clear they wanted to take no responsibility and said it was a coincidence. I dont believe it and I will not be returning here again
Duane walked me through new tires that I wasnt really open to. I havent used Firestone tires in 15 -20 years. He reviewed them and since he has never given me bad advice, I bought the tires he recommended. They seem to be pretty good tires now that I have driven them. Its a great thing to have a mechanic you can trust. Im glad STS moved into my neighborhood. I always get great service here. Duane is honest and trustworthy which is worth its weight in gold.
Despite having made an appointment 3 days in advance, I was told that I would have to wait an hour or so before they could even start my oil change. The representative who checked me in seemed to know little about what he was doing, asking me what type of oil my car takes and although I presented him with my printed out reservation didnt know anything about the coupon which was marked on the form. I was very disappointed and will not return there.