Wheel Works

Buyer beware

On October 6, 2023 I purchased 2 tires and a Lifetime Alignment in store 240720, Fremont California.

On November 18, 2023 I purchased rear disc pads and brake rotors so I could perform routine brake service. When I tried to loosen the lug bolts before raising the car, I learned they were way too tight. WAY TOO TIGHT.
I tried using my Utica 0-150 ft-lbf torque wrench to measure the break away torque, but was not able to loosen any lug even with 150 ft-lbsf (210 Nm). My brake service would need to wait.

I took the car back to Wheel Works December 1, 2023 to resolve this. I was informed that they could not measure break-away torque.

I took the car to a local Mercedes dealer, Fletcher Jones. They couldn't loosen the lugs with their torque wrench...I have a picture of the digital readout at 215 NM.

The local manager then said he would pay for the damage, so I took the car to a local independent mercedes repair shop, and the replaced the front brakes. This is the first time in my life I have paid someone for a brake job.

Now the local manager just gives me the runaround.

The regional managers' voicemail is full, and he doesn't return my calls.

I ask the Corporate Vehicle Services Manager in a comment to his LinkedIn post for his help; I have not gotten a response from him.

I have not received a call back from the 3 voicemails I left on the Presidents' direct line.

Poll question:
When a local branch of a national business fails to follow their own protocols, damages your car, then gives you the runaround, do you think:

1) You should be able to reach out to Corporate directly and resolve the issues

2) You should pay for a lawyer to get restitution

I love the employees here! I got my tires for my 2007 Volkswagen GTI here and it didn't cost that much for good tires. They lasted me about 7 years, they were Primewell and I'd come in for tire rotations every 6 months to maintain my warranty. I saved a lot of money when I needed to replace a tire and I think I only replaced one tire within the 7 years I had my car. I did buy 4 new ones after 7 years and then a few months later I sold my car.

Specifically the employees here, they are very professional and respectful. I see diversity and inclusion hand in hand with males and females who are mature. I dislike the Mowry Wheel Works because around 8 years ago the tire guy kept cat calling me as I was walking into buy tires for my car. I remember he was an old Indian guy who was whistling at me like I was a dog. If you like what you see, can't you shut your mouth and just look and go back to work? Most men have self control but this old Indian guy belongs at a dog pound.

I've been coming to this Wheel Works for years and the customer service has always been top notch. Came in on a Sunday morning for an oil change and was assisted by Zach. Once I got the phone call that my car was ready, I came back and checked out with Chris and I was on my way. Both of these guys will take care of you. Amazing service! Thank you guys.

The Fremont Wheel Works (40975 Albrae St) has a new Store manager (Chris Panlilio) ! This is great because he is a class act who is service oriented, humble and who believes in customer service.

The last time I had my tires rotated/balanced they accidentally kept my wheel lock. When I came back for the next tire rotation it couldn't be done because the wheel lock was lost. I went to dealer to buy new one and when I came back , Chris reimbursed me , apologized profusely, and and gave me a free synthetic oil change. I couldn't ask for anything more. He went above and beyond to make the situation right.

He has won my loyalty ! I'm now buying tires from him for my 3rd car.

Thank you Chris ! This store needs you. In fact this chain (Wheel Works) needs more managers like you. Maybe you should train other managers.

Great job !

Dawna is very personable and works very hard in keeping you updated with the status of your car. Cares about her customers, and the service at this location is great. Knowledgeable, and felt that I was in good hands.

I've been coming here for years when I needed new tires or service on existing tires, and to some other commenters' points - I'd had positive experiences with the previous Chris and the "old" management team. Changes in management can be daunting sometimes, for both staff and certainly for longtime customers.

When I came in to seek assistance with tire & install quotes for both my car and my husband's car, Chris Kong (Store Manager) was super polite, helpful, attentive and even arranged for my car's tires to be replaced that same afternoon. All-in-all, the entire transaction, installation and pick-up was signed, sealed and delivered in about 3 hours. I was ecstatic.

Then, I set up a Sunday appointment to bring in my husband's car. When we came it, it turns out that the tires we thought we had needed were a different size/model. Donna, who was subbing in from a local Firestone location, was incredibly courteous in identifying the correct tires we needed, tasked a team member to grab them from in-stock and apologized profusely that it might take until the next day to get all the logistics in order. In actuality, someone grabbed the tires, installed and ran the alignment check in about 2 1/2 hours. Thank you, Donna!

I'm extremely relieved to know that my go-to Wheel Works in Fremont is going to remain my go-to place! Chris & Donna - thank you, kindly!

Now this doesn't happen every day!!! First time service by a tire shop, me calling in with a same day request and I arrive to have them start on my car immediately and finished in less than an hour?! Wow. You've got a new customer now guys.

Noticed my front right tire had a bulge in the sidewall this morning. Called up store manager Chris around 11am from work and asked if they had an exact Michelin replacement in stock and if they could get me in short notice same day. They didn't have the Michelins and would have to order but Chris recommended a pair of Firestones instead if I needed same day - their All Seasons model. Says he can get my car started in an hour and will knock off $15 per tire if I can come in today. I say sure, grab lunch and bring it over.

I show up, Chris is right up front. Finishes helping a just departing client, introduces himself with a smile and gets the paperwork knocked out. Shows me the same tire and price we had discussed by phone- no games or shenanigans. They immediately pull my car onto one of the open lifts and get to work. Car was completed in about 35 minutes for swapping 2 tires with balancing. No up-sell. Treated me with respect. No nonsense and got me out in a hurry so I could get back to work. SWEET!

Never ever ever have visited a tire shop without them trying to convince me I need 4 new tires instead of the 2 I asked for. I truly appreciate that!!

The drive back to work made me smile. These Firestones are a great match for my car- good grip and quiet, but not so much grip that I feel my fuel mileage is going down. I like em!

Way to go gentlemen! It was a pleasure doing business with you and thankyou for taking care of my car.

This is the second time I take my care for a full synthetic oil change and they are super friendly and for the most part fast service. They are not super pushy with the recommendations and I appreciate that. Definitely will be recommending friends and family to this location.

Dawna was awesome. From my first call to the store, she already knew what I was looking for. When I got there, she helped me right away, explained everything, and gave me an estimated time. Before the time was up, she called me to keep me posted on my car. She explained everything to me - what the alignments were, and when to come back for rotations/alignments (I bought the lifetime alignment). I haven't been to the location in a while, so very happy that I came back! Thank you!

I've had a long up and down relationship with wheel works for 15 years. There have been great store managers and staff I've dealt with at the Fremont Blvd location that have been honest and helpful but others that have been rude and pushy. The great staff is no longer there and the new management I dealt with last year left me feeling like it was finally time to part ways.

That is until I woke up to a flat tire this morning. I decided to try this Albrae location since I have a wheel works credit card that offers deferred interest.

The person that helped me was patient, through, and honest. She reminded me I purchased their lifetime alignment and suggested I bring my car in twice a year to have it aligned. She also reminded me they offer free tire rotations.
I purchased the roadside hazard on the tires which means they are covered for free replacement. However, turns out the only tire I purchased elsewhere last year (after my negative experience) at the Fremont location, is the tire that is flat!
Regardless, I always appreciate honesty and not being pushed for 'upsells'.

Guess wheel works and I are back together again :)