I had a bit of an different experience than others. Statistically someone is bound to have a bad time, and I must've been unlucky. I see that the owner reads these reviews and I get the impression he will address these problems before they affect another person. And it looks like 99% of people have had a great experience in the past. I'm new to town and picked up a nail which caused a slow leak. I called in the morning and Lance set me up with an appointment for the same afternoon. They would investigate my tire and patch as necessary. I made a finicky customer request and asked that they put my tires at 35.5lbs rather than the recommended pressure on the door jam since I was running a narrower tire than stock for winter. Lance was very accommodating and made a note. I was a difficult customer in another way in that my wheels have a thick coat of mud from my dirt road which would need to be cleaned off before balancing the wheel. I apologized for this when I arrived and said I had tried to rinse off the mud before the appointment the best I could at a car wash but I'm sure it was still clumpy. Lance was again very accommodating and said the mud would be no problem. My appointment started right on time and was completed in less than half an hour. As a nice treat Lance offered the repair for absolutely free as a welcome to the area. The tire has been holding pressure as good as new since. Good job with the patching and great customer service. I started home later that evening after work and found that my car was shaking pretty badly. I assumed that it was caused by my rinsing off half the mud before the appointment and I must have mud caked unevenly on all my wheels. I pulled over at a car wash to rinse off the remaining mud for a smooth ride home and found a few problems. 1. My wheel that was removed for the patch was still covered with dirt. This means that it would have been impossible to balance. 2. I always like to double check the lug nut torque before a long drive after the wheel is removed so I set my wrench to 89lbs and all 5 lugs turned about a 1/4 turn before clicking. When I got to the 5th lug it was moveable by hand without the tool. 3. My tire was overinflated to 42lbs. Luckily Costco's tire center was open and they were able to balance my wheel for me. The wheel needed about 1oz to balance. Certainly not dangerous, but not insignificant either. The tire tech mentioned that all 4 tires were inflated to 42lbs. The tech brought the tires to my requested pressure and ran his torque wrench over all 4 wheels for safety. There was no indication of any other problems. I spoke to Lance the following morning and he said he would happily correct the errors free of charge. It was necessary to correct the errors prior to my commute the previous night, so I had no further need. I asked Lance how these 3 things could have happened. He said that they would likely not balance a wheel for a patch, but instead mark the alignment of the wheel and tire and remount them to the same orientation. This is a good solution and likely works frequently. As for the tire pressure, he said that the likely culprit was that my pressure gauge was off and that it was properly inflated. When I asked about the consistency between my gauge and the tech at Costco he suggested that my gauge and the Costco techs gauge were both wrong. That is very possible but the likelihood of the consistence between 2 gauges with a 15% error seems low. As for the lug nuts he again suggested that my torque wrench was not properly calibrated. My torque wrench is a CDI (manufactures torque wrenches for snap-on) which hadn't been calibrated in nearly a year. I assume that a professional shop has their wrenches calibrated monthly because of heavy use so it is reasonable to assume that my wrench was off by a few lbs. The finger tight lug could have been caused by my torquing the nuts so tight that I deformed the wheel. That feels unlikely, but it is possible. I'm out of characters. So, The End.
Bud, I am sorry your experience with us didn't meet your expectations. These are all legitimate concerns you expressed and I will not try to explain them away, but work to improve our procedures to prevent them from happening in the future. I hope you give us another opportunity to earn your business in the future. If you would like to discuss this further or if there is anything I can do please let me know. 720-593-4448 ext 214. Jason-Owner
- Colorado Tire and Auto - CTS Auto Sales and Service