Sears Auto Center

Took my car in for an oil change and experienced great service, friendly people, and fast turnaround time. Will definitely be back!

Horrible and such a rip off! The prices are outrageous, you can get the same tired down the road for way less. Sears tried to charge you an additional, ridiculous amount for only 6 months of rotations when other tire places have a free lifetime of the tire. Horrible! That’s all I can say.

TOTAL INCOMPETENCE AND 100% DISREGARD FOR CUSTOMER SAFETY OR SATISFACTION.
I went to the Midlothian/​Richmond VA Sears Tire Center because I had a flat tire on the right rear of my vehicle while I was out of town on a conference being held at a hotel near the shop. We pumped enough air with an air compressor at the hotel to get it down the street to the shop.
My instructions to the repair facility were to replace the two rear tires with the 2 tires currently on the front of the vehicle, and then to put the 2 brand new purchased tires on the front. I also asked that they change the oil and check all of the fluids.
I dropped the truck off at 8 a.m. At 12:30 I received a call stating that the truck was done. (The invoice shows that the truck was completed at 10:59 a.m. Had they informed me then, I would have been able to pick the truck up over lunch.) Instead, I had to wait until after the conference ended to walk the mile back to Sears to get my truck, which was at 4 p.m. When I arrived, I saw the truck parked right in front of the shop windows… WITH THE SAME FLAT TIRE ON THE RIGHT REAR! The service rep met me out in the parking lot, saying that he had noticed that I had flat tire «a little while ago» and that he was «planning» to call me to let me know of «the situation» to see what I «wanted to do about it!»
I told him to check the original service request (that HE wrote up) that clearly stated the work that was to be performed, which — given that I had the same flat tire I showed up with 8 hours ago — clearly showed had not been followed! They had simply put two new tires on the front and didn’t touch the back tires at all.
When they (very begrudgingly and unapologetically) were forced to admit their mistake, they agreed to pull it back into the shop to replace the two rear tires with the original front tires (as originally instructed.) However, they only pulled the right rear tire from the rim, replaced the valve stem, and remounted one of the old tires. Prior to doing this, they showed me a crack in the tire, stating that the tire was not in good shape to put on. My boyfriend (who is a mechanic), who was on the phone, said to tell them to put it on, because he had already inspected the front tires at the hotel that morning and knew they were fine. Because of the crack, the manager said to «get her license plate before she leaves» and to take notes.
The mechanic shop was a 3 ringed circus, where the mechanics were not only laid back but even seemed to think it was funny. After the mechanic said he was finished, I commented, «yeah, it’s pretty sad that you come in with a flat tire and 8 hours later are expected to leave with a flat tire.» He said, «Oh…you came in with a flat tire?» Somehow through all of this, the mechanics STILL had not been informed that the tire had been flat to begin with!
I drove home only to find that the next morning, I HAD A FLAT TIRE on the SAME rear wheel! When my boyfriend inspected the tire, he saw that THEY HAD PUT THE SAME FLAT TIRE BACK ON THE TRUCK IN THE SAME POSITION!!!
I called the shop and spoke to the same manager from yesterday who claimed that it must be a NEW flat tire (to the SAME wheel on the SAME day!!) — and that he had warned me that the tire had a crack in it before they put it on! When I asked him, «so are you denying that you put the same flat tire back on?» his reply was, «I’m not denying anything.» However, he could not care less about my flat tire. He had his $ 329. He was just as cold and unapologetic as he had been the day before.
Our guess is that the mechanic, not realizing that there was a flat tire, cut corners by simply changing out the front tires and claiming he’d swapped out the back tires, figuring we wouldn’t know the difference. Regardless, the bottom line is that they didn’t follow the instructions on the work order.
THIS IS THE WORST CUSTOMER SERVICE AND MOST INCOMPETENCE I HAVE EVER EXPERIENCED! DO NOT GO HERE, EVEN IF YOU BREAK DOWN AT THE HOTEL DOWN THE STREET!