Customer Complaints about Tyre & Mechanical Stores

Common Customer Complaints in the Tyre & Mechanical Industry

Here is the list of the 55 most common complaints from customers about tyre and mechanical stores, drawn from Google reviews, Online Forums, and consumer watchdog reports.

Customer service is the backbone of any tyre and mechanical business – yet it’s also one of the most common sources of friction with clients. While many stores strive to deliver fast, reliable, and affordable service, a worrying number of recurring complaints continue to appear across Google reviews, online forums, and consumer watchdog reports. These issues range from poor communication and surprise charges to sloppy workmanship and a lack of follow-up.

In today’s competitive retail auto service landscape, it’s no longer enough to just get the mechanical work done. Customers expect more than a functioning vehicle – they want to feel informed, respected, and valued throughout the entire service journey. If these expectations aren’t met, they’re not just walking out the door – they’re leaving negative reviews, sharing their experience online, and warning others to avoid the business altogether.

This article breaks down the 55 most common complaints raised by customers in tyre and mechanical workshops. Whether you’re a workshop owner, store manager, or service advisor, understanding these complaints is a vital first step towards reducing them — and ultimately, turning dissatisfied visitors into loyal return customers.

From unclear invoices and missing tyre pressure resets to long delays, rude service, and lack of transparency, the patterns are consistent. By identifying and addressing these hotspots, workshops can dramatically improve customer retention, reduce bad reviews, and grow a better reputation in their local community.

If you’re serious about becoming an award winning, customer-first store, this checklist will give you plenty to reflect on – and a roadmap for where to improve next.

55 Common Customer Complaints in Tyre Stores

1. Poor Communication

• Customers often report not being informed about delays, extra costs, or what work was done.
• Surprise charges on the invoice without explanation or approval are a major pain point.
• Difficulty getting someone to answer the phone or return calls.

2. Overcharging or Upselling

• Perception of being pressured into unnecessary services or more expensive tyres.
• Confusion about pricing, especially when quoted prices don’t match the final bill.
• Concerns about deceptive practices (e.g., “fixing” problems that didn’t exist).

3. Unreliable or Incomplete Work

• Vehicle problems were not resolved after the service.
• Jobs that have to be redone—particularly alignment, brake repairs, or diagnostics.
• Missing or damaged items (e.g., wheel nuts not tightened properly or hubcaps not refitted).

4. Poor Customer Service

• Rude, dismissive, or condescending staff.
• Feeling “judged” for asking questions or being a female customer.
• Lack of apology or compensation when something goes wrong.

5. Long Wait Times

• Unexpected delays—either while waiting in-store or for jobs to be completed.
• Appointments are running late or being overbooked.
• Not being advised in advance of how long the service will take.

6. Lack of Transparency

• Not receiving a detailed breakdown of parts, labour, and costs.
• No written quote or service record.
• Failure to get approval for additional work.

7. Dirty Vehicle or Workshop Conditions

• Greasy fingerprints were left inside the car.
• Car seats and floors are not covered during service.
• Unclean waiting rooms or lack of amenities (toilet, water, coffee, etc.).

8. Warranty and Guarantee Issues

• Repairs are failing shortly after service, and the customer is being denied warranty support.
• Unclear terms around service guarantees.
• Difficulty getting a resolution for complaints or faults.

9. Inconsistent Pricing Between Locations

• Branded Groups may have different pricing across stores.
• Customers are frustrated by not being able to get the same deal everywhere.

10. Online Booking Issues

• Website bookings are not syncing with actual store availability.
• No confirmation or follow-up after booking online.
• In-store staff are unaware of the online appointment.

11. Failure to Honour Promotions or Deals

• The store is not accepting online or in-store promotions without a clear explanation.
• Bait-and-switch tactics—offering discounted tyres that are “suddenly unavailable.”
• Limited stock of advertised specials with no alternatives offered.

12. Tyre Damage During Service

• Complaints of rims scratched or dented during fitting.
• Incorrect torque applied to wheel nuts, resulting in damage or unsafe conditions.
• Use of incorrect tyre sizes or mismatched pairs fitted without approval.

13. Neglecting the Customer’s Instructions

• Specific requests (e.g., “don’t rotate the tyres” or “only do a wheel alignment”) ignored.
• Customers feel like their instructions were dismissed or not recorded.
• Vehicle handed back with warning lights or obvious faults still present.

14. No Follow-Up or Aftercare

• Customers were never contacted for post-service check or satisfaction follow-up.
• No reminders about upcoming service intervals or tyre rotations.
• Lack of lifetime service guarantees or membership benefits follow-through.

15. Limited Explanation of Safety Issues

• Customers told their car is “unsafe” or “dangerous” with no explanation or evidence.
• Fear-based selling used to pressure immediate action or big spending.
• Photos or measurements (e.g., brake pad wear or tyre tread) not shown.

16. Inconvenient Opening Hours

• Early closings or limited weekend hours make it hard for working customers.
• Long waits for appointments or next availability, especially for urgent jobs.

17. No Courtesy Car or Shuttle Service

• Customers are stranded with no transport while their car is being repaired.
• The lack of alternative transport options was not communicated during booking.

18. Noisy or Inconsistent Repairs

• After servicing, customers report strange noises, vibrations, or alignment issues.
• “Fixes” that create new problems, especially with suspension, tyres, or brakes.

19. Tyre Pressure and Balancing Neglected

• Customers find tyre pressures incorrect after service.
• Wheels not balanced properly—causing vibration or wear.
• No tyre pressure monitoring system (TPMS) reset or recalibration.

20. Lack of Female-Friendly or Inclusive Service

• Women reported being ignored, condescended to, or overcharged.
• No female staff are visible in-store or in customer service roles.
• Waiting areas are not welcoming or inclusive.

21. Hidden Environmental Charges or Fees

• Surprise disposal fees, levies, or taxes added to the invoice without explanation.
• Lack of visible pricing boards or upfront service menus.

22. No Evidence of Work Completed

• No photos, videos, or service report were provided to prove what was done.
• Filters, fluids, and parts not shown or discussed post-service.

23. Booking Made, But No Parts Available

• Customers book in for specific tyres or services only to be told parts aren’t in stock.
• Poor inventory control or communication between the booking and parts teams.

24. Limited Wheel or Tyre Brand Choice

• Stores are pushing preferred brands due to profit margin, not customer need.
• Refusal to price match or source alternative options.

25. Online Reviews Not Addressed Professionally

• Poor responses or no responses to negative Google or Facebook reviews.
• Defensive or dismissive replies that aggravate the situation.
• No ownership taken for errors or effort to resolve the issue.

26. Lack of Trust or Reputation Concerns

• Customers fear being ripped off, especially when they don’t understand cars.
• Negative word-of-mouth or bad reviews influence customer hesitation.
• Stories of previous bad experiences make customers suspicious or tense.

27. Failure to Contact When Car is Ready

• No call or text when the car is finished—the customer has to chase.
• The vehicle is ready for hours but left sitting out front or unlocked.
• The workshop closes without letting the customer know their car is done.

28. Noisy Waiting Areas or Poor Facilities

• Loud TV, radio, or workshop noise with no quiet area to work or relax.
• No refreshments, old furniture, and dirty bathrooms.
• No Wi-Fi or charging points, despite long waits.

29. Child-Unfriendly Environments

• No kids’ corner, high chairs, or allowance for parents with toddlers.
• Unsafe waiting areas with tools or workshop exposure.
• Long waits with no accommodation for children or family needs.

30. Booking Lost or Double Booked

• Customer arrives to find their appointment wasn’t recorded.
• Double bookings cause long delays or refusal of service.
• The online system is not syncing with the in-store diary.

31. Wrong Work Done on Vehicle

• The wrong tyre size or brand was fitted.
• Incorrect service performed (e.g., logbook service skipped or done early).
• Customer billed for work not requested.

32. Staff Shortages or Poor Teamwork

• Customers notice rushed jobs or chaotic service during busy periods.
• New or untrained staff are causing delays or mistakes.
• Blaming other team members or stores when things go wrong.

33. No Loyalty Program or Incentives

• No perks for returning customers or frequent visits.
• No referral bonus, discount card, or loyalty tracking.
• Frustration with being “just another number.”

34. Push for Add-Ons Without Explanation

• Wheel alignments, nitrogen inflation, or warranty upsells added without consent.
• No explanation of the value or necessity of added costs.
• Feels like a sales pitch, not advice.

35. Damage to Customer Property

• Scratches on bodywork, broken sensors, or dirty interiors.
• Mechanics are not using seat covers or floor mats.
• Denial or deflection when the customer reports the damage.

36. Poor Phone Etiquette

• Being placed on hold for too long.
• Staff sounding rushed, disinterested, or abrupt.
• Calls dropped or were never returned.

37. No Transparent Service Menu or Price Guide

• No clear display of what services cost.
• Price “depends” on the person or day.
• Charges vary across locations or between phone and in-store quotes.

38. Lack of Proactive Safety Advice

• No tyre age checks or warning about cracking or sun damage.
• No reminders about upcoming services or worn parts.
• Basic checks (e.g., brake pads, lights, wiper blades) not offered unless prompted.

39. Inadequate Tyre Disposal or Recycling

• Old tyres left in the boot or not disposed of legally.
• No explanation of environmental practices.
• Concerns about illegal dumping or landfills.

40. Refusing to Acknowledge Fault

• The store won’t admit if the staff caused an issue.
• Defensive attitude from managers or the head office.
• Long complaint resolution process or ghosting after follow-up.

41. Inconsistent Tyre Pressure Settings

• Tyres are inflated too high or too low after fitting.
• The Tyre Pressure Monitoring System (TPMS) has not been reset.
• No explanation given about the recommended PSI.

42. No Reminder or Follow-Up for Rotation & Balancing

• Customers are not reminded when their tyre rotation is due.
• No system for follow-ups or annual wheel alignment checks.
• Lifetime balancing or rotation promises are never honoured.

43. Lack of Status Updates During Long Repairs

• No communication while waiting for parts or delays.
• Days pass without an update—customers feel forgotten.
• The store closes before the customer can get an update.

44. Lack of Transparency with Used vs New Parts

• Used or reconditioned parts were installed without permission.
• No clarity on what’s new vs refurbished.
• Warranty issues arise from undisclosed part types.

45. Inconvenient Payment Options

• No Afterpay, Zip Pay, or interest-free plans.
• Card surcharges are applied without notice.
• No split payment options or finance plans for big jobs.

46. Unclear or Confusing Invoices

• Abbreviated terms or codes not explained.
• No summary of work done in plain English.
• Confusion between parts, labour, shop fees, etc.

47. Store Smells Bad or Is Visibly Dirty

• Oil smells, cigarette smoke, or bad ventilation.
• Greasy floors, dirty bathrooms, old magazines.
• An unprofessional environment deters waiting customers.

48. No Express or Drop-and-Go Service

• Customers forced to wait for minor work (puncture repair, battery check).
• No key-drop box for early drop-offs.
• No quick turnaround service option for loyal clients.

49. No EV or Hybrid Knowledge

• Lack of staff knowledge on electric vehicle servicing or tyre needs.
• Unable to accommodate EV-specific tools or tyre types.
• Turning away newer vehicles due to limited expertise.

50. Inaccurate Wheel Alignments

• The car pulls to one side after alignment.
• The steering wheel is not centred properly.
• Poor calibration or outdated equipment.

51. Aggressive Sales Tactics

• Hard-sell on tyre warranties or fluid flushes.
• Pressure to book follow-up work immediately.
• Refusal to release car until full payment without discussion.

52. No Follow-Through on Promises

• Call-backs, quotes, or refunds never happen.
• “We’ll check that and get back to you” gets forgotten.
• Repeat work offered but never scheduled.

53. Overbooked Days Leading to Rushed Jobs

• Stores accept too many bookings, leading to mistakes.
• Staff are rushing to get jobs out the door before closing.
• Important checks missed or corners cut.

54. No Personalisation or Loyalty Recognition

• Repeat customers not acknowledged.
• No “welcome back” or history of previous visits.
• No CRM system to personalise service.

55. Untrained Reception or Counter Staff

• Front-desk staff are unable to explain technical issues.
• Poor phone manner, lack of listening skills.
• Staff turnover leads to inconsistent service.

Complaints Are About More Than Just the Car

Customer complaints are rarely just about the tyres or the mechanical service itself – more often, they reflect a breakdown in trust, communication, or care. In a high-pressure, fast-moving workshop environment, it’s easy to overlook the small things that matter to customers: a phone call not returned, a smudge on a seat, or an unexplained charge on the bill. But these “small things” often become the reason someone doesn’t come back — or worse, tells ten others not to go at all.

Most Complaints Are Preventable

The good news? Most complaints are predictable and preventable. By training your team to listen more actively, explain clearly, and treat every customer as a person (not just a car), you can dramatically reduce negative experiences. Better systems, better documentation, and better follow-through are key to building a reputation for service that people talk about in a positive way.

Feedback Is a Gift, Not a Threat

It’s also worth remembering that complaints can be a gift — they reveal blind spots and show you exactly where to improve. Listening to feedback, especially the uncomfortable kind, can drive powerful change in how your business operates and how your team behaves. Even one extra follow-up call, a clearer invoice, or a cleaner waiting room could be the difference between a one-star review and a loyal customer for life.

Time to Audit Your Customer Experience

If you’re a store owner, team leader, or service manager, now is the time to take a good, hard look at your processes — from first contact to final handover. Are your customers being treated with empathy, clarity, and consistency? Are your staff equipped to handle complaints professionally and proactively? And most importantly, is your store set up to deliver not just tyres and repairs, but trust and confidence?

Turn Complaints Into Opportunities

By fixing these common frustrations before they escalate, you’ll not only protect your online reputation — you’ll build a stronger, more resilient business that customers recommend and return to. Every complaint avoided is a reputation earned — and every loyal customer is a walking advertisement for your workshop.

Which Australian Tyre & Mechanical Store has the Best Customer Service?

• Tyrepower has topped Canstar Blue’s annual “Most Satisfied Customers” survey in the Tyre Retailers category for multiple consecutive years—six straight wins. This track record reflects strong consistency across Tyrepower’s dealer network.
• Their 5‑star ratings span across key categories including customer service, value for money, tyre quality, range of tyres, staff advice, and overall satisfaction
• In the Quality Service Awards Australia 2025, Tyrepower was awarded Silver in the Independent Car Servicing category—a recognition of service standards beyond just tyre fitting into broader mechanical care and repair
• Tyrepower’s brand values emphasise personalised care, local independence, and consistent expertise across its national network of over 300 member-owned stores
• The group has built a culture of customer feedback and empowerment, where negative experiences are treated as opportunities for continuous improvement and consistency in service standards

Further Reading about Reducing Customer Complaints

• Dave’s Resources about Customer Service

Further Resources for Leaders to Improve Your Customer Service

• • Best Resources for Leaders
  • Best Resources for Wellness and a Positive Mental Attitude
  • List of the Best Australian Experts and Speakers on Customer Service and Customer Experience