Troubleshooter: Rebate woes

RALEIGH "I got four new tires, yeah, that was the whole deal," Tom Hamilton said. "We needed the tires and wanted to be safe."

Hamilton says he feels safe with his new tires, but not so good when it came to the rebate he says he was promised when he bought the tires from Merchant Tires in Raleigh.

"Let me just double check something with you before we put these all on now," Hamilton explained. "These tires we're putting on qualify for the rebate program, correct? He said oh yeah, not a problem."

So Hamilton says he got the tires and filled out the rebate information and sent it in. Weeks later he found out that his purchase did not qualify for the deal.

"I got this postcard back from Merchant's that said your tires don't qualify," he said. "So, I said wait a minute, this ain't right."

Hamilton says he took the postcard back to the Raleigh Merchant's Tire.

"He said, no, that's not right, these tires should qualify," he said. "Let me call our regional manager and we'll get this thing squared away for you."

Hamilton waited a few weeks but no rebate, so he went back to Merchant's Tire and says he talked to the manager.

"He said, yeah, yeah you're all good to go," he said. "Everything's fine. Your check should be coming in the mail in 6-8 weeks.

Two months later, still no rebate so Hamilton turned to ABC11 Eyewitness News I-Team Troubleshooter Diane Wilson.

"No rebate, nobody's calling me back, nobody's answering any questions, so I decided your network is wonderful and we appreciate what you guys do, so I'm going to give you guys a call," Hamilton said.

ABC11 got in touch with Merchant's Tire and Hamilton got the rebate he's been waiting months for.

"I thank you and ABC11 for doing exactly what you do and the hard work you put in on it," he said.

A representative for Merchant's Tire said the product he purchased was not valid for the rebate promotion. While it's in the same family, it's not the correct tire. But she says they decided to get tom the $100 rebate anyways to satisfy tom, as she says they value his business.

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