Tunnell Tyres: Wheel Alignments, Punctures & Customer Care in Masterton

Pros	Cons
Tunnell Tyres saved the day with a quick and efficient puncture repair.	One customer experienced shaking after a wheel alignment, suggesting a potential issue with the service.
The team is described as professional and friendly.	A receptionist provided incorrect information about tyre availability, leading to frustration and a lack of follow-up.
Staff are fantastic and friendly, both in person and over the phone.	There was a significant delay in communication regarding tyre orders.
They know their stuff and provide very quick and efficient service.	A customer reported extremely poor treatment of their sister, including blaming her for a mechanic's error and a lack of apology.
The work is always done right with a professional approach.	The situation escalated, requiring assistance from multiple workers and another garage to resolve a simple issue.
Highly recommended by many customers.	The customer felt their safety and the safety of their child were put at risk.
Customers appreciate the cheerful staff and that they never overcharge.	The overall experience was described as 'absolutely disgusting' and 'disgusting behavior'.
Staff look after customers' cars as if they were their own.	Some customers feel the service has been less than ideal recently.
Generally a great experience.

Pros

Cons

Tunnell Tyres saved the day with a quick and efficient puncture repair.

One customer experienced shaking after a wheel alignment, suggesting a potential issue with the service.

The team is described as professional and friendly.

A receptionist provided incorrect information about tyre availability, leading to frustration and a lack of follow-up.

Staff are fantastic and friendly, both in person and over the phone.

There was a significant delay in communication regarding tyre orders.

They know their stuff and provide very quick and efficient service.

A customer reported extremely poor treatment of their sister, including blaming her for a mechanic's error and a lack of apology.

The work is always done right with a professional approach.

The situation escalated, requiring assistance from multiple workers and another garage to resolve a simple issue.

Highly recommended by many customers.

The customer felt their safety and the safety of their child were put at risk.

Customers appreciate the cheerful staff and that they never overcharge.

The overall experience was described as 'absolutely disgusting' and 'disgusting behavior'.

Staff look after customers' cars as if they were their own.

Some customers feel the service has been less than ideal recently.

Generally a great experience.

Tunnell Tyres: A Mixed Bag of Experiences in Solway

Tunnell Tyres, located at 207 Chapel Street, Solway, Masterton, has garnered a respectable rating of 4.5 stars, reflecting a generally positive perception amongst customers. With convenient opening hours (8 AM – 5 PM Monday to Friday, 8 AM – 12 PM Saturday, and closed Sundays), they cater to a wide range of tyre-related needs in the Masterton region. The shop offers accessibility features including wheelchair access and parking, alongside accepting a variety of payment methods including credit and debit cards. However, the experiences shared paint a more nuanced picture, highlighting both exceptional service and instances where customer care fell short. Their phone number is +64 6 378 6140.

Wheel Alignments & Subsequent Issues: A Cause for Concern

Several reviews mention wheel alignment services, with one customer experiencing a frustrating situation following their visit. They reported that after having their car aligned, a concerning shaking issue developed at speeds over 100km/h, a problem they hadn't encountered in the two years they'd owned the vehicle. This occurred approximately a week after the alignment. This highlights a critical point: it’s vital for tyre shops to thoroughly inspect and ensure alignment adjustments are performing as expected. The customer expressed disappointment at potentially having to troubleshoot the problem independently, demonstrating the importance of a follow-up service or guarantee regarding the alignment work. This also begs the question: does Tunnell Tyres offer post-alignment checks or a satisfaction guarantee? Table below summarises potential issues and recommendations:

Potential Issue	Recommendation
Shaking after alignment	Thorough post-alignment check & re-adjustment
Unforeseen issues after service	Offer a follow-up inspection period to rectify problems
Customer uncertainty	Provide clear explanation of alignment process

Tyre Sourcing & Communication Breakdown: Room for Improvement

A significant number of reviews bring up inconsistencies in communication and inventory management. One customer's experience involved being initially told tyres were in stock only to discover later that this wasn't the case, with no follow-up communication provided. This lack of proactive updates left the customer frustrated, and it took a subsequent call to reveal the tyres had actually been available all along. This highlights a clear need for improved internal communication and better adherence to customer follow-up protocols. It’s crucial for any business, but particularly those dealing with vehicle repairs, to ensure accurate inventory information is readily available and that promises are upheld. Implementing a system for automatic updates or reminders would greatly enhance customer satisfaction. A simple phone call can make all the difference.

Actionable Improvements for Tunnell Tyres:
- Implement a stock management system with real-time inventory updates.
- Establish a policy for mandatory follow-up calls to customers regarding ordered parts.
- Train reception staff to diligently log and track inquiries and orders.

Exceptional Service & Disturbing Incidents: A Tale of Two Experiences

While there’s an abundance of praise for Tunnell Tyres’ quick, efficient, and friendly service – particularly for puncture repairs – a concerning review describes a deeply troubling experience. A customer and her young child were left in a precarious situation after a tyre service due to an unconnected air hose. The severity of the situation and the perceived lack of remorse or acknowledgement from the staff are deeply concerning. The fact that it took multiple workers, including assistance from another garage, to resolve the problem further underscores the initial error and the subsequent inadequate response. This incident raises serious questions around safety protocols, quality control and staff training – not to mention basic customer empathy. Contrastingly, other clients consistently mention the staff's helpfulness, knowledge, and professionalism, painting a picture of a business capable of providing excellent service, but clearly needing to address the concerns raised by this particularly distressing review. A formal apology and a review of safety procedures would be highly recommended.

"Absolutely disgusting ... put at risk with no remorse or reconciliation off there mistake." - A customer's assessment following a deeply concerning experience.

Frequently Asked Questions About Tunnell Tyres in Masterton, New Zealand

What services does Tunnell Tyres offer, and are they reliable for wheel alignments?

Tunnell Tyres in Solway, Masterton, provides a range of tyre services, including wheel alignments, punctures, and tyre replacements. While many customers praise their efficiency and professionalism, some have experienced issues post-alignment, like shaking at higher speeds. It's advisable to double-check the work and follow up if any problems arise after leaving the shop. They are generally known for their quick service.

What payment methods are accepted at Tunnell Tyres, and are they accessible for customers with disabilities?

Tunnell Tyres accepts credit cards, debit cards, and NFC mobile payments for customer convenience. The shop is also equipped with accessibility features, including a wheelchair accessible entrance and a wheelchair accessible parking lot, ensuring a comfortable experience for all visitors. They strive to provide inclusive service to everyone in the Masterton area.

What are the opening hours of Tunnell Tyres, and what is their customer service like regarding tyre availability?

Tunnell Tyres operates Monday to Friday from 8 AM to 5 PM, and Saturdays from 8 AM to 12 PM. Sundays are closed. Customer service experiences regarding tyre availability have been mixed. While staff are often described as friendly and knowledgeable, there have been instances where tyres initially stated as in stock were unavailable, with a lack of follow-up communication. Tunnell Tyres should improve their communication practices.

How does Tunnell Tyres handle customer complaints and errors, particularly regarding safety concerns?

Reports regarding Tunnell Tyres' handling of customer complaints vary significantly. Some customers have received excellent service and prompt assistance, while others have experienced dismissive attitudes and a lack of accountability for errors that potentially compromised safety. Tunnell Tyres needs to improve its response to customer concerns and ensure staff are trained to handle situations with empathy and professionalism.

What is the general reputation of Tunnell Tyres, and why do customers recommend them?

Tunnell Tyres generally enjoys a positive reputation in Masterton, with many customers praising the friendly and knowledgeable staff, quick and efficient service, and professional approach. Customers often recommend Tunnell Tyres for their tyre needs, citing their reliability and willingness to go the extra mile. However, addressing the reported inconsistencies in customer service is crucial for maintaining this reputation.