Pasco Tire Factory

On June 13 in the late afternoon I called Richland Tire Factory to set up an appointment for a synthetic oil change the following morning at 9:30AM. I’m not a huge fan of dropping my car off, coordinating rides etc so an appointment and 30 – 45 minute Oil change with me waiting at the location is always ideal. Appointment set and showed up at 9:20 the flowing morning. On the drive over I decide to get a quote while I’m there for 4 low profile replacement tires on my Lexus IS250. Im greeted quickly and ask for the quote on tires. Amber is helping me at the front says she will get me the quote and car is going back immediately for the Oil Change. I take a seat in the lobby with work to do answering emails on my phone. 20 minutes later Amber comes back and says she has bad news. I’m thinking. what the heck happened? She tells me that they have NO synthetic oil left to do my oil change… AHHHH WHAT? First off WHY… Second…why would you make an appointment with me last night knowing I was coming and what took you 20 min now to figure it out??? I’m shocked and ask… how does this happen? Amber says they have had ALOT of oil changes? Really? You were open for an hour last night after I called and maybe a few hours before I got here this morning??? Did you perform some crazy amount of unforeseen oil changes in that time? If so. call me and let me know… So I wait for the great customer service to kick in… CRICKETS! NOTHING! You know something like… we’re going to run and get some now… even if its retail… or come back tomorrow and we will do it for half price… or free… OR ANYTHING… She has no answers to when they will get oil etc. BUT THE GOOD NEWS… she does have that quote for my tires… PERFECT. Here is a crazy idea. how about you show me ANYTHING that would prove to me that you deserve my business on a set of tires for 1000 dollars. Left with no choice I say well… Im off work now I’m going to try to get my oil change done today somewhere else if possible. She says ok… NOT THE RIGHT ANSWER IF YOU VALUE YOUR CUSTOMER. She does say hey let me get your phone number again and I will call you right back with details about when we will have this oil. She states she will call her distributor and call me right back… I said OK call me right back and let me know. Needless to say its JUNE 28^th… I HAVEN“T HEARD FROM HER YET! I obviously didn’t hold my breath and got it done a few days later elsewhere. As VALUABLE customers we have the choice where to spend our hard earned money. I personally choose to spend mine where I as a customer am VALUED and the business does business the RIGHT WAY… with CUSTOMER SERVICE. I’m not going to pretend to know how much profit is in a 65.00 oil change or a set of 4 tires for 1K however with the 3 cars I have and someone who maintains what they have it must be an ok chunk over the next few years to start. While companies spend money to OBTAIN lifelong customers its obvious that this business is OK letting them easily walk away over plain old BAD CUSTOMER SERVICE! Good thing is… they have been doing ALOT of oil changes. enough to run out of oil anyway.

This is for the Richland location. What a great group working there, who helped me get my truck taken care of. I wanted to upgrade my wheels/​tires and do a leveling kit on my Ram 1500. Rick took time to go through several options with me and make sure we got the right combination.
The install went awesome and the truck looks a lot better. Alignment and balancing are just right, no vibrations and it goes straight down the road. Fair price and easy to work with !!
Thanks,
Charles

I went to this location for information and help with getting 4 new tires for my car. I was trying to talk/​get information from a man named Ryan Wells, he was very evasive and acting as if I was wasting his time. Than I noticed that he is the
«general manager». So he passed me off to someone else. When I was at the counter waiting for a price I saw and heard him (Ryan) yelling and saying some pretty mean and demeaning things to 2 employees. Needless to say, I took my business elsewhere.

Went back due to my skid plate being ripped off; new manager stepped up and took care of it. Then wrote me personal note for free oil change. Good guy.

Great service, they don’t try to oversell. Tires, oil changes and repairs have all been fair priced and done right. Staff will search for best price parts not just what shows up first. Good tire selection too.