Avoid this place if you value…
Avoid this place if you value accountability and customer service.
My experience with 1-10 Tire in Langley has been frustrating from the beginning. After my first experience with Eric, the manager, I should have known there might be issues.
I originally purchased an extended warranty for my tires. When I discovered screws in two separate tires, both located near the outer edges, Eric told me the tires needed to be replaced and that it would take a day to get replacements in. I brought my vehicle back the following day and was told the tires had been replaced. However, when I got home, I inspected them and noticed both tires appeared to have been patched instead. When I called Eric, he admitted what had happened, apologized, and explained that he was new to his role. He asked for another chance to make things right, which I gave him. When I returned a day or two later, the replacement tires had arrived, and they were finally installed. He even gave me a box of chocolates and promised to do something for me on my next set of tires.
About a year later, I purchased a new set of tires and wheels for another vehicle. Eric gave me a small discount on the package, which I appreciated.
Recently, I had my tires rotated at the shop. The following day, my tire pressure warning light came on, so I returned to have it checked. I was told everything was fine and that they had simply forgotten to reset the tire pressure monitoring system.
Shortly afterward, my son noticed that part of the undercarriage on the passenger side was hanging down. Since my vehicle had recently been at the shop, I wanted to find out what had happened. I took it to Volkswagen, where they inspected the vehicle on a hoist. They told me the damage was outside the area where they had performed work and appeared consistent with damage caused by a car jack.
I contacted Eric and explained the situation. He inspected the vehicle and immediately dismissed the possibility that his shop was responsible, suggesting Volkswagen was simply trying to make money. Rather than having a constructive conversation about what might have happened, I felt he was unwilling to listen or consider the possibility that his shop could have made a mistake. The estimated repair cost was only around $140, but the issue was much bigger than the money. It was about accountability and how a customer is treated when something goes wrong.
Eric said he would review the security footage, although I was told the cameras in that area had recently stopped recording. On my way out, I noticed a live camera feed showing that area, which left me confused about the situation.
I asked for his supervisor to contact me. After speaking with him, I was told that I could no longer use the Langley location because Eric felt frightened by me, although I could still use the Coquitlam location for my warranty-related services. I live in Langley, so being told to drive to Coquitlam for routine tire rotations was extremely inconvenient. When I asked about getting my money back for the warranty on my tires and wheels so I could take my business elsewhere, that request was not resolved to my satisfaction.
I want to be fair and acknowledge that I became upset during the conversation and did yell and swear. Eric also raised his voice and swore. However, I believe customers should be able to raise legitimate concerns and have them addressed professionally.
Unfortunately, I am now left paying for the repair myself, dealing with the inconvenience of being unable to use the location closest to my home, and feeling that my concerns were never properly addressed.
Ultimately, mistakes can happen at any business. What matters is how those mistakes are handled. After multiple frustrating experiences, I have lost confidence in this location and will be taking my business elsewhere.