Incorrect Tyres Fitted - Higher Load and XL

BraveHeart

Hi Team MSE,

I had ordered two car tyres online from HiQ Tyres and Autocare to match the same on the front axle, and recieved confirmation via email confirming my selection (product and tyre size).
On the the day of fitting, once the tyres had been fitted and payment taken, I went to inspect the tyres whilst the car was still on site and noticed incorrect tyres had been fitted - higher load and XL

Tyres ordered:
Goodyear Eagle F1 Asymmetric 6 (225/45 R17 91Y)

Tyres fitted:
94Y XL

The stand in manager who was calm and personable throughout, initially when question stated the tyres that were fitted were better and I would not notice any difference?!
I stood my ground and stated that I do want the fitted tyres, and want the tyres that I had originally ordered.
As it was now past the close of business hours, I was told that head office would need to be contacted the next working day to find out why the incorrect size tyres had been sent?

22/10 - Tyres ordered
23/10 - Tyres fitted and rejected on site
            - I sent an email to HiQ Head Office
24/10 - Called garage who said a ticket had been raised and I would be contacted on 27/10 - no contact
            - I emailed the branch later to document our discussion and to have a chain on comms
27/10 - Emailed Goodyear Tyres who I believe own HiQ

I have so far had no contact from the garage or head office.

I payed the sum with credit card, and contacted my bank on 25/11 who said to wait for a response until 08/12 and they would initiate a chargeback.
Given the tyres are incorrect load and XL, is the the above time period appropriate?

Ayr_Rage

BraveHeart said:

Hi Team MSE,

I had ordered two car tyres online from HiQ Tyres and Autocare to match the same on the front axle, and recieved confirmation via email confirming my selection (product and tyre size).
On the the day of fitting, once the tyres had been fitted and payment taken, I went to inspect the tyres whilst the car was still on site and noticed incorrect tyres had been fitted - higher load and XL

Tyres ordered:
Goodyear Eagle F1 Asymmetric 6 (225/45 R17 91Y)

Tyres fitted:
94Y XL

The stand in manager who was calm and personable throughout, initially when question stated the tyres that were fitted were better and I would not notice any difference?!
I stood my ground and stated that I do want the fitted tyres, and want the tyres that I had originally ordered.
As it was now past the close of business hours, I was told that head office would need to be contacted the next working day to find out why the incorrect size tyres had been sent?

22/10 - Tyres ordered
23/10 - Tyres fitted and rejected on site
            - I sent an email to HiQ Head Office
24/10 - Called garage who said a ticket had been raised and I would be contacted on 27/10 - no contact
            - I emailed the branch later to document our discussion and to have a chain on comms
27/10 - Emailed Goodyear Tyres who I believe own HiQ

I have so far had no contact from the garage or head office.

I payed the sum with credit card, and contacted my bank on 25/11 who said to wait for a response until 08/12 and they would initiate a chargeback.
Given the tyres are incorrect load and XL, is the the above time period appropriate?

Are the tyres actually the wrong size as well as you indicate in the middle of your post?

If so, have they been removed?

Why don't you want a higher load rating?

BraveHeart

The size (225/45 r17) is right, but the Load index is not plus they are XL tyres - both of which I did not select as per my online order.
The reference to the incorrect size was what the standing in manager had alluded - that head office sent the wrong tyres?

XL Tyres are reinforced, and the ride now is noticeably hard.

The tyres have not been replaced - no contact from HiQ

maj1987

Sorry if this sounds a little harsh but you are making a mountain out of a mole hill, the only difference between the 2 tyres is, one can carry 670kg per tyre (94xl) vs 615kg (91) both are rated y so safe upto 186mph

fwor

maj1987 said:

Sorry if this sounds a little harsh but you are making a mountain out of a mole hill, the only difference between the 2 tyres is, one can carry 670kg per tyre (94xl) vs 615kg (91) both are rated y so safe upto 186mph

The problem is that if the sidewalls are significantly stiffer, it can make for a very harsh ride on some cars.

The supplier will of course be very very reluctant to do anything, as the tyres that they fitted will be a total loss - I doubt that HiQ will be able to re-sell tyres that are visibly used.

BraveHeart

maj1987 said:

Sorry if this sounds a little harsh but you are making a mountain out of a mole hill, the only difference between the 2 tyres is, one can carry 670kg per tyre (94xl) vs 615kg (91) both are rated y so safe upto 186mph

Heard of The Sale of Goods Act?
I did not order what has been delivered/fitted.

There is a difference between standard tyres and XL tyres - hence the option of the two variants.

Having spoken to Goodyear customer support last week, similar occurrence are quite frequent!

prowla

Some places might say that they will fit the same or better tyres, subject to availability.

If they'd fitted a lesser model then they'd have something to answer for.

If they've fitted ill-matched ones so that the ride of front vs. rear is impacted then there's an issue.

TadleyBaggie

Heard of The Sale of Goods Act?

We've all heard of it, since it mostly superseded in 2015 but the Consumer Rights Act. So you better be quoting the correct thing if you want to appear law savvy to the retailer.

Mildly_Miffed

fwor said:

maj1987 said:

Sorry if this sounds a little harsh but you are making a mountain out of a mole hill, the only difference between the 2 tyres is, one can carry 670kg per tyre (94xl) vs 615kg (91) both are rated y so safe upto 186mph

The problem is that if the sidewalls are significantly stiffer, it can make for a very harsh ride on some cars.

I very much doubt the <10% higher load capacity would make for any noticeable ride quality difference in any blind back-to-back test.

That aside, if ride quality is important, I'd suggest that any 45 profile tyre would be a bad move.

As for "owned by Goodyear" - HiQ operate as franchises, so the HiQ-branded site visited is actually owned by the franchisee operating it, who pay a fee to the parent to use their branding, marketing, and supply chain. That parent is indeed Goodyear Dunlop Tyres UK Ltd... BUT running through the website as if to order tyres, it appears to be the individual site that you are contracting with, not the national parent.
https://www.hiqonline.co.uk/about-hiq/franchise-with-us

BraveHeart

TadleyBaggie said:

Heard of The Sale of Goods Act?

We've all heard of it, since it mostly superseded in 2015 but the Consumer Rights Act. So you better be quoting the correct thing if you want to appear law savvy to the retailer.

Thank you for the correction - I had previously used the said act above many years back.

BraveHeart

Mildly_Miffed said:

fwor said:

maj1987 said:

Sorry if this sounds a little harsh but you are making a mountain out of a mole hill, the only difference between the 2 tyres is, one can carry 670kg per tyre (94xl) vs 615kg (91) both are rated y so safe upto 186mph

The problem is that if the sidewalls are significantly stiffer, it can make for a very harsh ride on some cars.

I very much doubt the <10% higher load capacity would make for any noticeable ride quality difference in any blind back-to-back test.

That aside, if ride quality is important, I'd suggest that any 45 profile tyre would be a bad move.

As for "owned by Goodyear" - HiQ operate as franchises, so the HiQ-branded site visited is actually owned by the franchisee operating it, who pay a fee to the parent to use their branding, marketing, and supply chain. That parent is indeed Goodyear Dunlop Tyres UK Ltd... BUT running through the website as if to order tyres, it appears to be the individual site that you are contracting with, not the national parent.
https://www.hiqonline.co.uk/about-hiq/franchise-with-us

I most certainly can feel a difference in road handling and comfort with the 94Y XL tyres.
The stand in manager was the person who fitted the tyres - is he not duty bound to check the order/product before fitting?

The only reason to contact Goodyear is for them to be aware of the poor service provided by HiQ, and was asked to do so by Goodyear's customer service representative so this could be investigated further.

As for HiQ, I have a chain of contact (email/calls) to which I have not received any response.

I think approaching my bank is the easiest manner in which this issue would get resolved.
- Waiting until the 08/11 just seems a long time given the car does not drive as I am used to.