Tire Discounters

I recently moved to Chattanooga from out of state, so when I learned Tire Discounters offers free balancing even though I didn’t purchase my tires from them, the decision was a no-​brainer. I took my Toyota Sequoia in, they treated me nicely, and after they did the free balance I was on my way. On the way out, I asked the salesman what the torque spec was on my wheels, and he kindly went back inside to look it up and let me know that it was 97 ft/​lbs. It was a very pleasant experience, they place was new and clean, and I was treated nicely. Until…
Shortly after getting my tires balanced I started to notice a pulsating when braking. I figured my brake rotors were warped, so I purchased some new rotors to install. I jacked my car up, got my impact wrench ready, and went to remove the lug nuts. My 350 ft/​lbs impact wrench hooked up to my 150 psi, 6 gallon air compressor was only able to remove 3 of the 10 front lug nuts. I wondered if there was something with my setup, so I lowered my Sequoia, cranked my long handled torque wrench all the way up to 170 ft/​lbs and tried to remove the lug nuts. The lug nuts wouldn’t budge, and the torque wrench indicated that they were attached at a torque higher than 170 ft/​lbs. I didn’t want to risk breaking a lug, so I called the manager and he instructed me to take in the vehicle.
I brought my truck in today. I was greeted with friendly faces, and I began telling the managers about my issue. They explained to me that their equipment won’t over tighten lug nuts, and that they are hand torqued and signed off on. They also said that the torque spec can be upwards of 120 ft/​lbs, but I reminded him that he looked up the spec the other day and that it should be 97 ft/​lbs. I explained to them that they were definitely overtightened, and I suggested that they try to remove the lug nuts without an impact wrench. I watched as the sales guy tried to remove two lug nuts with one of those x shaped tire irons. He used both arms and I saw him put in a lot of effort and the lug nuts wouldn’t budge. Shortly after, the other sales guy (or manager) took an impact wrench to the lug nuts and they came off. He then came and got me to show me him removing the lug nuts. I told him how the other guy attempted to remove the lug nuts and was unable, and he said that the impact wrench was stronger than him. I then again suggested that they use a torque wrench to verify and show how tight the lug nuts are on. He told me that their torque wrenches only work one way. I then jumped up into my truck, grabbed my torque wrench, set it to it’s maximum torque of 170 ft/​lbs, and showed him how it indicated that the nuts were at a torque higher than that and still wouldn’t come off. Even after this overwhelming proof that the nuts were indeed over-​torqued, he wouldn’t admit it. He offered to have my rotors turned, and I said okay.
After thinking everything over in the waiting room, I got up and told the guy I didn’t want the rotors turned because doing so is just a band-​aid and it will cause the rotors to lose metal, and in doing so they’ll be more susceptible to warping again. I told them that they should pay for my new rotors. They walked away, discussed, talked on the phone, and came back and told me that they wouldn’t pay for new rotors. They said they would install my new rotors though. I said okay, install my new rotors, turn my old ones, and I’ll use those as spares. The guy literally laughed at me and said no, they will either install the new rotors, or they will turn the old rotors. I said fine, turn the old rotors, and then I’ll install the new ones myself. They turned the rotors, gave me the keys, and away I went.
I understand that I went into overwhelming detail in this review, but the purpose of that is to show that I was lied to. I was told that my wheels were hand torqued, and I proved to them that they were indeed not. They insulted my intelligence by not acknowledging this mistake. I understand that mistakes are made, and that sometimes technicians cut corners, but lying to a customer about mistakes is far worse. I’m sure it’s unlikely, but I’m now concerned that they perhaps damaged my aluminum wheels by having them on so tight. It’s my understanding that this Tire Discounters location is new, and that perhaps the technicians and/​or managers haven’t been thoroughly trained, but to make this kind of mistake so early on and to then lie about it is a poor way to start a reputation. When a mistake is made that causes damage to someones property, that piece of property should be replaced. My rotors will never be in the same condition that they were in before, and I’m sure they’ll warp very soon now that they took metal off them.