Long but worth reading if you're considering any kind of service: I Went in for a snow tire change over, and oil change. I requested an updated inspection sticker as well. The tire change went smoothly, except they told me I would need new tires in the spring but they would store the old ones with the wheels, and in the spring charge me for storage and disposal, for a total of $90.00 I suggested we dispose of the tires now for $40.00, saving me $50. I would have to return the following week to retrieve the wheels as they didn't have time right now. Then came the biggest surprise.. I need a complete set of new brakes...calipers, rotors, pads etc.. front and rear, and that it failed inspection. I had new rear brakes done by them in the spring of 2021 and had driven 20,009 miles since. I asked how long brakes usually last and she said 50-60k. They would call me with an estimate. The estimate came in at $2447.58... I was stunned and consulted a friend who knows a lot about cars, specifically German cars. I drive a VW Golf. We went to his mechanic, established and well known in the midcoast. I asked him to carefully inspect the brakes because I was contemplating an extended driving trip this winter and may be in need of new brakes. I also asked him to complete the state inspection. He called me and said, your car is ready, the car drives very well, the brakes are excellent and have, at minimum another 10,000 miles on them. We could review after that. Oh and I have my inspection sticker and confidence in my vehicle's soundness. I went back to Eastern Tire this afternoon and spoke with Jessica. She had a pat answer of, "our mechanics have a special tool" Stone faced and unsympathetic or concerned. I never write reviews but this was egregious deception. Very disappointed and feel a trust broken. Addendum to response: I have been a customer since 2018, and your front of store people are polite and engaging. Although I was disappointed by Jessica's response to my question, it was civilized discourse. My issue was with the mechanical evaluation and recommendation for expensive and unnecessary repair work of a perfectly working, inspectable vehicle. Perhaps you have me confused with someone else as I have never made a complaint in your store or written a review regarding Eastern Tire until now.
Bridget, Thank you for taking the time to offer criticisms of your experience. It's these opportunities to course correct that continue to make us stronger. I do realize that this is not the first time that our attempts to satisfy your needs have fallen short in your evaluation. One, managed by a family owner, and another by our long time General Manager. These two people have a long track record of exemplary customer service. Daily I hear praise from our clients about their attentiveness to needs. I'm disappointed this was not your perceived experience. I have told our staff for years that our goal is long term customer satisfaction above all. In my 40 years, rarely have they failed. We have however, struggled to satisfy you consistently. Given the pattern, I am suspect that any future attempt may meet with a similar result. No one wants that. These relationships need to be mutually beneficial. This one is not. As you search for repair service that more closely matches your needs, I sincerely wish you well. Its an important relationship, and one that can be truly rewarding when there is alignment. Alvin
- Eastern Tire & Auto Service Inc.