Pros 
Cons Burkes Tyres: A Mixed Bag of Rubber Reviews
Burkes Tyres, located in Kilbirnie, Wellington (16-22 Coutts Street, postcode 6022), consistently holds a strong rating of 4.5 out of 5, suggesting a generally positive experience for customers. The shop operates Monday through Friday from 7:30 AM to 5:00 PM and is closed on Saturdays and Sundays. Accessibility is a key highlight, with both wheelchair accessible entrances and parking lots readily available. Payment options include debit and credit cards (though credit card processing appears to be intermittent based on reviews). Their phone number is +64 4 387 3101. This article delves into the diverse range of opinions surrounding Burkes Tyres, showcasing both the admirable customer service and some concerning pricing discrepancies.
The Good: Kudos for Care and Competence
Many reviewers rave about the exceptional service and friendly atmosphere at Burkes Tyres. A recurring theme is the team’s willingness to go above and beyond. Here's a breakdown of commonly praised aspects:
- Friendly and Helpful Staff: Numerous customers highlight the welcoming nature of Barry and his team, constantly emphasizing their helpfulness and positive attitude. Phrases like "always friendly," "nothing is a hassle," and "make me feel welcome" are frequently mentioned.
- Prompt Problem Solving: Several customers experienced issues, particularly manufacturer-related problems, and found Burkes Tyres responsive and effective in finding solutions.
- Exceptional After-Sales Care: This is a standout feature, with reviewers praising the attention and support provided after the initial service. It's positioned as a key differentiator from larger chain tyre shops.
- WOF Assistance & Last-Minute Fixes: One customer was particularly impressed with the shop’s ability to fit them in at the last moment and resolve a tricky WOF (Warrant of Fitness) issue without charge. This exemplifies a commitment to customer satisfaction beyond just tyre services.
- Boat Trailer Tyres – Honest & Helpful: A customer specifically mentioned the great attitude displayed when dealing with an issue on their boat trailer tyres, even though a full solution wasn’t immediately possible. The shop’s willingness to explore options without charging for time was greatly appreciated.
- Quick and Efficient Fitting: Several reviewers explicitly mention the tyres being fitted and balanced on the spot, which for many is a major bonus when needing a quick repair.
"I can't recommend Burkes Tyres, Barry and his team enough. They are always friendly, helpful and competitively priced. They solved a manufacturer issue promptly and their after service care has been fantastic." - Happy Customer
The Not-So-Good: Pricing Practices & Potential Discrepancies
While overwhelmingly positive, a significant number of reviews highlight concerns regarding pricing and transparency. This is the main area where Burkes Tyres faces criticism.
- Conflicting Price Information: The most pressing issue revolves around alleged discrepancies between advertised prices and the actual charges. One customer specifically points to a "$25 for tyre fitting and balance" price listed on a wall in the office, and being charged $50 for fitting a tyre they provided.
- “Exotic Vehicle” Justification: Explanations for the higher charges, such as the vehicle being classified as an "exotic" and falling outside the listed price board, have been met with skepticism. The customer's 2020 Kia Sportage was not considered rare by them.
- Lack of Transparency & 'Favour' Justification: The explanation that the service was provided as a “favour” because the shop was too busy has been perceived as unprofessional and dismissive.
- Reactive Response: A reviewer reported being advised to go elsewhere upon querying the price difference – suggesting a lack of willingness to address the concerns or negotiate a fair price.
| Issue | Description |
|---|---|
| Advertised Price vs. Charge | Discrepancy between posted prices and what customers are actually charged. |
| Vehicle Classification | Labeling common vehicles as “exotic” to justify higher prices. |
| Justification | Claiming busy schedules explain the higher cost. |
Addressing the Concerns: A Local Business Under Scrutiny
The contrasting reviews paint a complex picture of Burkes Tyres. While clearly possessing a dedicated team and a strong commitment to customer care, these allegations of inconsistent and deceptive pricing practices require addressing. The shop’s popularity and positive reputation depend on upholding a reputation for fairness and transparent pricing.
The situation suggests the need for:
- Clear & Updated Pricing Boards: Ensure price boards are accurate, current, and prominently displayed. Any exclusions (e.g., customer-supplied tyres, specific vehicle types) should be clearly stated.
- Consistent Price Communication: Staff should consistently communicate pricing upfront, especially when quoting prices for specific services. Confirming the total cost before commencing work is crucial.
- Staff Training: Educate staff on transparently explaining pricing policies and handling customer queries regarding discrepancies.
- Customer Feedback System: Actively soliciting feedback and addressing concerns promptly can demonstrate a genuine commitment to customer satisfaction and build trust.
As a local business in Kilbirnie, Wellington, Burkes Tyres has the opportunity to solidify its positive reputation by proactively addressing these concerns and reinforcing its commitment to ethical and transparent business practices.