New Tires and Wheel Store in Madison, AL 35758

The technician Isiah that helped me was very courteous and completed the work promptly. Told him I would be back when I need tires.

Here’s a polished summary that stays under 1,000 words, is factual, and presents your experience in a way that’s likely to be taken seriously by corporate, the BBB, or anyone reviewing your complaint. ⸻ In 2025, I brought my 2018 Infiniti Q60 to Discount Tire for a routine wheel balancing and TPMS service. My vehicle was equipped with a brand-new set of Blaque Diamond BD-11 Gloss Black aftermarket wheels that I had purchased only weeks earlier for over $2,000. During the balancing service, my wheels were scratched where the adhesive wheel weights had been installed and removed. As someone who invested a significant amount of money into my vehicle, I was extremely disappointed that such damage occurred during a routine service that should have been performed with care. I immediately reported the damage and provided photographs. Discount Tire acknowledged the issue and arranged for the wheels to be repaired through Alloy Wheel Repair Specialists. While I appreciated the willingness to address the damage, the repair failed to restore the wheels to their original condition. Although the scratches were reduced, three of the four wheels were returned with a dull finish that no longer matched their original gloss appearance. Instead of resolving the issue, the repair created another quality concern that required additional follow-up on my part. After months of communication, the store manager, Trevor, ultimately agreed to replace my wheels. While I appreciate that Discount Tire honored the replacement, the way the replacement appointment was handled reflected poor management and customer service. I arrived for my scheduled 11:30 a.m. appointment and was told the installation would take approximately an hour and a half to ensure the work was completed with quality. I left to run errands and returned within the timeframe I was given, only to discover that my vehicle had not yet been worked on because the assigned technician had gone to lunch. Another employee, Eli, apologized, kept me informed, and asked me to return a little later. What should have been a 90-minute appointment ultimately took nearly three hours. Given the history of my claim, I carefully inspected the replacement wheels before leaving. I immediately noticed adhesive residue left on the wheels where the wheel weights had been relocated. Once again, I found myself identifying a quality issue that should have been caught before my vehicle was presented to me. Customers should not have to inspect completed work to ensure it was performed correctly, especially after returning to resolve damage previously caused by the same store. The most disappointing part of the experience was the lack of leadership demonstrated by Trevor. Throughout the resolution process, he had been my primary point of contact by email, yet during my appointment he made no effort to proactively introduce himself, oversee the work, or ensure that the customer recovery process went smoothly. Instead, Eli handled nearly all communication regarding delays and updates. The only time Trevor became directly involved was when I began loading my original wheels into my vehicle. At that point, I was told I could not keep them because it was “implied” that Discount Tire would retain them in exchange for the new wheels. My response was simple: “Implied is not communicated.” Whether that was company policy or not, it was never explained to me before my appointment, despite months of communication leading up to the replacement. That lack of communication created an unnecessary confrontation that could have been avoided with a simple conversation beforehand. Overall, while Discount Tire ultimately replaced my wheels, the customer experience surrounding the entire situation was unacceptable. What began as damage during a routine balancing service turned into months of follow-up, an unsuccessful repair, and a replacement appointment marked by delays, quality control issues, and poor management. I believe customers who spend their hard-earned money on aftermarket wheels deserve confidence that their property will be treated with care and that, if mistakes occur, store leadership will communicate clearly, take ownership, and ensure the issue is resolved professionally. I would also like to recognize Eli for his professionalism, courtesy, and communication throughout the appointment. My concerns are not with him but with the overall management of this situation. I hope Discount Tire reviews this experience as an opportunity to improve quality control, customer communication, and leadership so future customers do not have a similar experience.

Great guys. Helped me pick the right tires and got them installed fast

Exceeds customer expectations, always.

I stopped in on my lunch break and the store was very busy. Despite coming in for a free service on my Discount Tire purchased tires (Free rotate and balance), I was still treated as a highly important customer. They got right to my vehicle, did an excellent job on the rotate and balance, and the balance fixed 100% of the steering wheel vibration that I reported as a concern. Both the salesperson and the tech took time to thoroughly explain things, and were very friendly and professional.