Pros 
Cons Navigating the Tyre Terrain: Recent Experiences at Tony's Tyre & Auto Care - Grey St
Tony's Tyre & Auto Care - Grey St in Palmerston North Central has garnered a 4.4-star rating, suggesting a generally positive customer experience. However, recent reviews paint a more nuanced picture, highlighting both impressive service and areas needing improvement. This article delves into a range of customer feedback – from puncture woes and wheel stud dramas to positive experiences with responsiveness and free repairs – providing a comprehensive overview of what to expect when visiting Tony's. Located at 97 Grey Street, Palmerston North, they're open Monday to Friday, 7:30 AM to 5:30 PM, and Saturdays 9 AM to 1 PM. Phone them at +64 6 357 1257. They offer delivery, in-store pickup, onsite services, and same-day delivery, catering to various customer needs. Accessibility is also a priority, with wheelchair access to the entrance, parking lot, and restroom. Appointments are recommended, and they accept credit cards, debit cards, and NFC mobile payments.
Puncture Policies, Pricing & Promises: A Case of Misunderstanding and Disappointment
One recurring theme in negative feedback revolves around Tony’s advertised puncture repair policy. Multiple customers have expressed disappointment after being led to believe punctures are repaired for the life of the tyre. The reality, as one customer discovered, is that a free repair is only guaranteed with the purchase of “Tyre Cover Plus,” an optional extra representing a 10% cost per tyre. This adds up to 40% on top of the overall tyre price for a complete set of four. Furthermore, a customer who purchased tyres last year found their rear tyre punctured in the 'T zone' – an area considered non-repairable, leading to the immediate need for a full replacement. This has fueled frustration and a feeling of being misled by the advertised policy.
Beyond punctures, a separate customer encountered issues with a stripped wheel stud. While initially quoted $170 for the repair by Tony’s, they received a subsequent diagnosis from Trackside Auto's suggesting the damage was likely caused by user error (incorrect threading of the wheel nut). Trackside Auto's completed the repair for $145, further raising eyebrows regarding Tony’s proposed price and initial assessment of the problem. This situation underscored concerns about integrity and taking responsibility for potential errors. A feedback form submitted online received no response, adding to the customer’s dissatisfaction.
Here’s a quick breakdown of the cost considerations:
| Service/Item | Tony's Tyre & Auto Care | Alternative (Trackside Auto's) |
|---|---|---|
| Wheel Stud Repair | $170 | $145 |
| "Tyre Cover Plus" (per tyre) | 10% of tyre price | N/A |
| "Tyre Cover Plus" (all 4 tyres) | 40% on top of tyre price | N/A |
Shining Moments: Fast Service & Helpful Staff
Despite the concerns, a significant number of reviews highlight positive experiences with Tony’s. Several customers praised the shop’s responsiveness and efficiency, particularly in emergency situations. One reviewer recounts a blowout and being swiftly assisted, even when Tony’s appeared busy. Another valued the immediate repair of a nail puncture, a process completed in under an hour with complimentary coffee during the wait.
Here’s a snapshot of the positive feedback:
- Fast puncture repair: Same-day repair for free, praise for the lobby and coffee availability.
- Emergency assistance: Prompt service despite being busy, going above and beyond.
- Valve replacements: Quick and efficient valve replacement service – "felt amazing" afterward.
- Last-minute booking: Excellent service and kind staff when booking a last-minute tyre replacement before a long trip.
Many customers specifically mentioned the helpfulness of staff members, singling out Brett for his “on to it” assistance. Muhammad at the call centre also received praise for being polite, responsive, and offering a competitive price.
WOE Concerns and Scheduling Snags: A Cautionary Note
Not all experiences were smooth. One reviewer details an incident regarding a Warrant of Fitness (WOF), alleging a potential “$39 WOF scam” and questioning the ethics of the branch manager's handling of a voucher situation. The vehicle initially failed the WOF, and attempts to book a recheck resulted in inconsistent procedures – initially encouraged as a walk-in, then requiring a prior appointment. This ultimately led the customer to VTNZ, citing wasted time and frustration with Tony’s procedures. These reports suggest a need for improved consistency and transparency in WOF processes, and a focus on customer satisfaction, particularly when dealing with voucher or discount scenarios.