jaxtyres.com.au

Disappointing Experience at the Local Store

After spending 18 months and a significant amount at the local store, I recommend seeking alternatives for anything beyond basic services. My experience, along with others, highlights a consistent pattern of inadequate customer service, mechanical unprofessionalism, and a lack of accountability. The Problems: Mechanical Mistakes: After a major suspension and control arm replacement, I reported 'scrubbing' noises twice. I was sarcastically dismissed, being told it was just my mudflaps. Now, 40,000 km later, two tyres are damaged due to camber issues, not just alignment. Safety Oversight: I am now missing a rear suspension nut after their service. Poor Customer Interaction: My experience with a specific representative was the worst I've encountered. They were confrontational, interrupted me, and refused to calm the situation, ultimately telling me I 'need to take responsibility in life' when I called to express my concerns. Better Options: In contrast, another location was professional and attentive. They quickly identified the camber issue, resolved it, and my vehicle now drives as it should have from the beginning. Response to the Store's Claims: Prior Wear: There was no tyre wear before your suspension installation; I invite you to provide documentation to the contrary. The Follow-up: I did attend the 1,000 km check. A staff member observed me turning at full lock, heard the scrubbing, and again insisted it was the mudguards. If your records indicate I didn’t attend, that reflects poor record-keeping on your part, not my absence. You even sent the reminder to my partner’s email using the wrong name. I acknowledge I should have checked the alignment sooner during my extensive work travel, but the root cause was a flawed installation and a refusal to heed my initial complaints. Review the other feedback—the defensive tone in your responses reveals everything.

Date of experience: Dec 27, 2025