Complaint Review: SAMS CLUB - Nationwide

TIRE INSTALLATION GONE HORRIBLY WRONG!!

It's been over a month since this happened to us and not one person at with the Sam’s Club local store or corporate offices has reached out to help. On Sunday April 17th we had all 4 tires installed on my SUV at the Sam’s Club in Temple, Texas. On Sat morning April 23rd shortly after I on I35 Texas Temple, Texas heading north in very, very fast busy highway traffic I lost my brakes – No Brakes - it was a horrifying experience. This has never happened to me so the only way I could stop my car in the middle of all that traffic was to put the car in 1st gear and slam it into park. Mind you 60 MPH and then try to find a way to get off the highway without being struck by construction crews or running over them. There is massive construction and detours in that area blocking off ramps everywhere.

We were stranded on the side of a major highway to be towed. It turns out the tire installation service at Sam’s Club in Temple Texas busted, bent the mounting bracket on my brakes driver left front tire causing the brake line to rub against the brand new tire. I guess it had rubbed against the tire all week and of course I had no idea. The tire rubbed a hole completely thru my brake line causing a hole – causing me to lose All Brake Fluid!!!

I called the store immediately to talk to the manager, they put me on hold. I called Sam Club.com twice both times putting me on hold for 26 minutes. Over and over again. I called back and finally spoke to someone that gave me a service number and said I would be contacted.   I called the Temple store again and the Temple said they had no way to contact me???  And then politely shuffled me off to a claims agent, Rafael Velazquez with CMI.  I called him numerous times, left messages, emailed and he finally called me after 3 weeks.   Again No Contact From Sam’s Zero!

I have no idea what damage I caused to my vehicle trying to stop. Not to mention I am now freaked out it could happen again! As far as I am concerned everyone in the world needs to know this can happen if you get your tires replaced at a Sam’s Club!!! This is Completely Unacceptable! We could have been killed and worse killed someone else, but that didn’t happen so I guess that is why I haven’t heard from anyone at that company. 

We filled a claim at the corporate Sam’s Location and they responded with this to defend their position on customer service????

“At Sam's Club, we continually strive to exceed the expectations of our Members and work hard to improve our service to them. After full review of Ms. L.'s case, our Sam's Club Claims Department had been assigned to Ms. Low's claim for property damage. When a decision has been made CMI will send out a corresponding letter to Ms. L. with the decision on her claim. We at Sam's Club stand behind our policies and any decisions that CMI will make. We look forward to our continued business with her.”