Badly disappointed by Goodhope

Item: Goodhope Tyres
Rating: 1

On Sunday 14 August, we noticed serious damage to the inside of the back left tyre of our car. It hadn't been aligned since getting a puncture and the wear on the wheels was on the inside making it difficult to notice. On Monday 15 August, we discovered that Goodhope had the right size - 165/65/13 - in stock at R599 per tyre, including fitting and new valves. We wanted to replace the two worst damaged tyres and put the two least damaged at the back to make our car safe to drive again. Hubby took the car in and was told it would take +/-45 mins for the work. He took a walk to Blue Route, thinking he could trust Goodhope to get the job done without his supervision. He returned after 1.5 hours. He hadn’t asked for the tyres to be inflated with nitrogen, but somehow that had been added to the bill at R100 and the tyres were sold at R600 each instead of R599 as quoted on the phone. Also, outside the building there’s a sign saying alignment is free, but they charged an additional R300 for that. Not wanting to create a fuss, he let this all go. On Wednesday 17 August, we noticed the back left tyre had a similar marking to the one that was supposedly replaced. The tread had worn down to the wire which was puzzling – firstly, we thought this had been dealt with, and secondly, Goodhope hadn't made us aware of the issue despite going through the process of replacement and alignment. Could this worn-to-the-wire tyre really be the second best tyre on the vehicle, especially since the other remaining original tyre was in very good condition? Hubby drove back to Goodhope and asked Yazeed, whom he'd dealt with two days earlier, what had happened. Yazeed said this was in fact the second best tyre. Hubby queried why Yazeed hadn't let him know it was severely damaged. Yazeed said that he'd only asked for two new tyres and that customers get upset if they try to upsell them, and went on to assure him that it was perfectly safe to drive with this damaged tyre because they'd filled it with nitrogen. Hubby asked to see the tyres they had taken off the vehicle. They brought out two significantly worn tyres – these were Roadstone although we'd had Kumho, and they were size 165/70/13 instead of 165/65/13! He told them they were showing him the wrong tyres. They weren't able to produce the right ones. Apparently, in less than 48 hours, our two originals had been picked up by someone and were not part of the heap of 20 to 30 worn tyres next to the workshop! Hubby was irate at the fact that Goodhope had **** to him, and weren't willing to accept any form of negligence nor to apologise in any way. But he felt it a priority to ensure our road safety and so asked them to put a third new tyre on the vehicle. Having photographed the wear mark on the 15th, hubby compared it with the photo taken on the 17th. The marks were pretty much identical, with similar wear where the wiring appeared and on the same back left tyre! It was like they hadn't even changed the offending tyre to begin with! When he showed Yazeed, he deflected the query, stating again that this was the second best tyre of the four. Hubby asked for the tyres to be aligned again, thinking that changing a tyre could put them out of alignment. Yazeed said that Goodhope would give this alignment for free. However, all of his colleagues vehemently disagreed saying that as the vehicle had been aligned recently this wouldn't be at all necessary. We have since been in contact with Goodhope’s head office, but they have also not been helpful. Goodhope has treated us appallingly. They ought to refund us for both transactions.

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