Complaints

This profile includes complaints for Wheel Pros, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Wheel Pros, LLC has 33 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Wheel Pros, LLC

  5347 S Valentia Way Ste 200 Greenwood Village, CO 80111-3145

  
• 

  TFT Offroad

  PO Box 1500 Royal Centre 11117 5 W Georgia St Vancouver, BC V6E 4N7

  
• 

  Wheel Pros Manchester

  249 Progress Dr Manchester, CT 06042

  
• 

  Wheels Pro Cleveland

  542 Seasons Rd Stow, OH 44224

  
• 

  Wheel Pros Nashville

  Madison, TN 37115

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/11/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB Complaint Department,I am filing a formal complaint against Throtl regarding my recent order, Order #******, for two Black Rhino Sandstorm Wheels, 18x8.0 +10 Offset 5x114.3, Semi Gloss ***************** Dark Tint Ring - 1880SND105114M76, valued at $469.88. My experience with ****** has been profoundly disappointing, necessitating your intervention.During delivery, the driver mistakenly left the two boxes at the wrong address, resulting in vandalism and theft. This is a significant error on Throtl's part, as proper care should have been taken for a high-value order.Despite my immediate contact after discovering the error, ******'s response was untimely and lacked responsibility and customer care. This disregard for accountability is unacceptable, especially for a first-time customer seeking a positive experience.Reviewing the Better Business Bureau's page revealed a pattern of similar complaints against Throtl, indicating systemic issues in their operations and customer service.I demand a full refund or replacement for the stolen and damaged items. Throtl failed to meet its obligation and neglected to address the issue appropriately. As a consumer, I deserve better treatment.Furthermore, ******'s insurance offer is misleading, as it fails to clarify the risk of delivery to neighbors. This is discriminatory and fraudulent marketing.I appreciate your attention and trust the Better Business Bureau will ensure a prompt resolution from Throtl.Sincerely,*********************************

  

  Business Response

  Date: 03/12/2024

  ********,
  
  Hello and good morning. Thank you for reaching out to us on through the BBB portal. Based on the information that you sent, I was looking to see if I can get some additional clarification on the matter:
  
  You had mentioned that the items were mistakenly left at the wrong location.After some discovery with ****** we were able to verify that the package was delivered to ************************************************************** based on the photos. In the photos, the boxes look to be intact and undamaged. Is ************************************************************** not your address?
  
  Furthermore, after reviewing your order information, it does not look like you purchased any Extended Shipping Protection (indicated by the Free Wheel Shipping line on the order totals) on this order so those terms wouldnt apply.
  
  Additionally, would you be able to clarify which items were stolen and which were vandalized? Would you be able to provide photos of the items that were vandalized?
  
  Thank you in advance.

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21419682
  
  I am rejecting this response because:
  
  Thank you for your response regarding my recent complaint filed with the Better Business Bureau. I appreciate your prompt attention to this matter.

  Regarding the delivery address, I can confirm that ************************************************************** is indeed my address. However, the issue lies in the fact that the package was left unattended, which ultimately resulted in it being stolen and vandalized and then left at my neighbors residence. Despite the boxes appearing intact in the photos, the negligence of leaving them unattended contributed to the unfortunate outcome.
  
  While you state that Extended Shipping Protection was not purchased for this order, its is very misleading and fraudulent marketing as thats not whats advertised when you go to checkout, nor does it have a disclaimer that we will most likely deleverage damaged or leave the package unattended so you should get insurance since were negligent and will probably get stolen since were leaving it unattended instead of coming back the following day when a person is available, it's essential to emphasize that the issue at hand goes beyond standard shipping insurance. It pertains to the extreme negligence of the delivery driver in leaving the package unattended and Throtl in leaving the package, which should not occur regardless of whether additional protection is purchased.
  
  Regarding the items stolen and vandalized, I will provide further clarification and photos as requested when I return home after meetings. However, I urge Throtl to address the fundamental issue of delivery protocol to prevent such incidents from occurring in the future which seems to be a common issue as witnessed in the vast negative reviews on BBB.
  
  Throtl recently acquired by Wheel Pros was issued a legal demand letter from my attorney *********************. This issue will escalate to small claims court if not resolved here. I am giving Throtl and Wheel Pros the opportunity to correct this error and move forward without adverse action.
  

  Thank you for your attention to this matter, and I look forward to resolving it amicably.
  
  Marciano

  Customer Answer

  Date: 03/18/2024

  Please read the below as a new development has happened. The rims were found and delivered to the neighbor undamaged, but the boxes were left severely damaged leading to the confusion and issues caused by the delivery drivers negligence and the person who committed the destruction and original theft. See details below.
  

  Throtl and Wheel Pros Legal Team,
  
  I am writing on behalf of my client, ********************************* regarding the recent incident involving the delivery and subsequent retrieval of his rims purchased from throtl. My client reached out to your customer service team seeking support after discovering his rims missing and the boxes damaged upon returning home from work. Despite his efforts, he received no satisfactory resolution from throtl's customer service, prompting him to seek legal counsel and purchase a different set of rims directly in store at a local tire and rim shop. 
  
  
  Upon reviewing the situation, it is evident that my client was wronged in this matter. The negligent delivery of a package of significant value and weight without the intended recipient being present to accept it constitutes a breach of standard delivery protocols. Furthermore, the manner in which the boxes were aggressively opened and the rims subsequently missing raised legitimate concerns about theft and potential damage.
  
  
  However, recent developments have shed light on the situation. A neighbor has come forward with both rims, claiming they were inadvertently delivered to their residence, and they were unaware of the rightful owner. It appears that my client's public announcement regarding the theft on the neighborhood app prompted the neighbor to return the items, indicating a possible act of theft by the neighbor. See pictures attached of the undamaged rims and severely damaged boxes. 
  
  
  While my client's communication could have been clearer and less emotional, the facts remain that the package was negligently delivered, leading to unnecessary stress, wasted time, and financial burden. Although the rims themselves are undamaged, the boxes are unusable.
  
  
  To resolve this matter efficiently and amicably, I recommend that throtl facilitate the return of the two undamaged rims in accordance with their return policy, which allows for returns of undamaged items within a 30-day period. My client is willing to purchase new boxes and packaging materials and send the rims back upon receiving a return request number and address. Additionally, we request a refund for the order.
  
  
  Considering the distress and inconvenience caused to my client due to the negligence of the delivery driver and subsequent theft, I kindly request that the 25% restocking fee be waived as a gesture of goodwill. My client will in return remove the BBB complaint, forego any potential poor review of Throtl and Wheel Pros and stop recent legal action. 
  
  
  This issue could have been prevented with better communication and adherence to delivery procedures by both parties. Avoidable incidents like this tarnish the customer experience and reputation of your company.
  
  
  I trust that you will take prompt action to address this matter and reach a mutually satisfactory resolution. Please advise on the next steps to initiate the return process and facilitate the refund.
  
  
  Thank you for your attention to this matter.
  
  
  Best regards,
  
  
  *********************;

  Customer Answer

  Date: 03/18/2024

  Please read the below as a new development has happened. The rims were found and delivered to the neighbor undamaged, but the boxes were left severely damaged leading to the confusion and issues caused by the delivery drivers negligence and the person who committed the destruction and original theft. See details below.
  

  Throtl and Wheel Pros Legal Team,
  
  I am writing on behalf of my client, ********************************* regarding the recent incident involving the delivery and subsequent retrieval of his rims purchased from throtl. My client reached out to your customer service team seeking support after discovering his rims missing and the boxes damaged upon returning home from work. Despite his efforts, he received no satisfactory resolution from throtl's customer service, prompting him to seek legal counsel and purchase a different set of rims directly in store at a local tire and rim shop. 
  
  
  Upon reviewing the situation, it is evident that my client was wronged in this matter. The negligent delivery of a package of significant value and weight without the intended recipient being present to accept it constitutes a breach of standard delivery protocols. Furthermore, the manner in which the boxes were aggressively opened and the rims subsequently missing raised legitimate concerns about theft and potential damage.
  
  
  However, recent developments have shed light on the situation. A neighbor has come forward with both rims, claiming they were inadvertently delivered to their residence, and they were unaware of the rightful owner. It appears that my client's public announcement regarding the theft on the neighborhood app prompted the neighbor to return the items, indicating a possible act of theft by the neighbor. See pictures attached of the undamaged rims and severely damaged boxes. 
  
  
  While my client's communication could have been clearer and less emotional, the facts remain that the package was negligently delivered, leading to unnecessary stress, wasted time, and financial burden. Although the rims themselves are undamaged, the boxes are unusable.
  
  
  To resolve this matter efficiently and amicably, I recommend that throtl facilitate the return of the two undamaged rims in accordance with their return policy, which allows for returns of undamaged items within a 30-day period. My client is willing to purchase new boxes and packaging materials and send the rims back upon receiving a return request number and address. Additionally, we request a refund for the order.
  
  
  Considering the distress and inconvenience caused to my client due to the negligence of the delivery driver and subsequent theft, I kindly request that the 25% restocking fee be waived as a gesture of goodwill. My client will in return remove the BBB complaint, forego any potential poor review of Throtl and Wheel Pros and stop recent legal action. 
  
  
  This issue could have been prevented with better communication and adherence to delivery procedures by both parties. Avoidable incidents like this tarnish the customer experience and reputation of your company.
  
  
  I trust that you will take prompt action to address this matter and reach a mutually satisfactory resolution. Please advise on the next steps to initiate the return process and facilitate the refund.
  
  
  Thank you for your attention to this matter.
  
  
  Best regards,
  
  
  *********************;

  Customer Answer

  Date: 03/25/2024

  Read the attached. Thanks 

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a 2020 jeep Gladiator I take my truck to this location to have the front axel replaced and all 4 shocks the charge was $10,995.24 a week later I start getting a noise so I take it back first they call me and told me that the noise is coming from a fender flares for some clips missing I told the sales person that not that wasnt the noise after that they call me back to let me know that the noise is coming front the coil spring hitting the *** stop, that if I wanted to get it fix that will be $2662.51 I call back the next day talk to Mr. *** manager at this location and now hes claiming that the frame of the car is damage, I told him that hes wrong that I take my truck to replaced the axel because was leaking but my truck wasnt making this noise before, that why if the frame is damaged when I take it back they give me a quote to get it repair for $2662.51 for control arms and he dont know what to said then I post a review here and someone reach out I explain to him (****************************) and he just told me to deal with the people at the location at **************************************************************

  

  Business Response

  Date: 03/20/2024

  ******,

   

  Good morning! Based on my discussion with our ****** store, it looks like they were in contact with you and trying to resolve this issue:
  
  The Customer brought this Jeep in to ** because of a front axle leak, he had it inspected prior at another shop and thought they were lying to him so we were his second opinion. We inspected the vehicle and noticed the axle was cracked at the front case as well as bent front driveshaft. He was quoted a full axle replacement and driveshaft and okayed it after he came in and seen the damage. This was the moment to told us he bought it like this at auction and just wanted it fixed, we told him us doing this wouldn't fix it 100% as the frame might be bent as well. He was understanding of it and said he would get that done. I spoke to him a week ago and he told me he would provide me with the documents of it going to the frame shop and I've not heard from him since. 
  
  I would suggest reaching back out to our team in ****** for additional information.

  Customer Answer

  Date: 03/27/2024

  I have no idea what difference does it make where I get the vehicle from? Why if they sure the frame is damaged they still try to sell me control arms when I take the vehicle back for the noise? As this shows in the estimate I provide  claiming that thats what I need to  stop the noise but if is warranty my frame is damaged???

• Initial Complaint

  Date:02/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had recently had one of my ***************** Caps stolen, and I went online to order a replacement cap. I utilized the Part Number (306B139-6H-YB003) that is on all three of my current caps. I first used Amazon, but the cap I received was different and did not fit my truck. I then repeated the process with three other websites/vendor and received the same cap that does not fit my wheels. The picture displayed on every website/vendor matches my current caps. However, I am mailed a cap that is radically different. What's frustrating is that the Part Number matches exactly. I reached out to Moto Metal in light of this requesting further guidance. I was first told I had provided them with the wrong Part Number. I then provided them with specifics about the make/model of my wheels to which they replied with a link to the my replacement part. The link provided to their Wheel Pros website was to the same exact center cap that I have already ordered. Even their own website displays a picture of the caps that are on my vehicle, match the part number, but are radically different. I am simply looking to replace a stolen center cap and my most recent email from Moto Metal (Wheel Pros) told me to go to a dealer to see what the cause is. The cause??? The cause is simply theft, but the issue is Moto Metal has the same part number on different parts and refuses to identify what I need. I have already spent over $100 on center caps. All of which had pictures that match mine, but the actual part does not.I am willing to provide pictures of my current center caps, the ones I have received, and the matching part numbers if necessary. ANY help is sincerely appreciated.Picture order. 1. Current Interior 2. Current Exterior 3. New Interior 4. Side by side (L New/R Old)4. Side by Side

  

  Business Response

  Date: 03/07/2024

  ****,

   

  Thank you for the feedback. I'm going to have one of my agents do a little bit of research and will reach out to you in ***** hours.

   

  Thank you for your patience and understanding.

• Initial Complaint

  Date:02/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 08/28/2023 I dropped My 2007 Dodge Ram 3500 at 4WP on 4001 Speedway for front end work. Original quote was around 1500 dollars I was notified that their was more wrong than the original quote. I picked my truck up on 08/31/2023 with a new Total of ******* part of the total included 5 year ****** mile extended *************** waranty with a coast of ****** dollars.My truck had ****** miles when i drop it off at 4WP on 08/28/2023.On 02/16/2024 I drop my truck off at ******* Machine shop for a serptine belt replacement. **** inform me that I needed a lot of frount work dun also the seal leak has spread oil saturated my brakes , My truck as of 02/20/2024 my milage is ****** that's only 2562 miles in less than 6 mounts since they did the work. I took it back to 4WP should them the warranty and they refused to honor the warranty saying they were bought out by a new company same people work their same mechanics. I Told them when they bought the company they also bought their liabilities . **** still refused to honor the warranty

  

  Business Response

  Date: 03/07/2024

  ******,

   

  Thank you for the feedback. I'm currently working with our team to do a little bit of research on this. I'll have one of my team reach out to you in the next ***** hours.

   

  Thank you for your patience and understanding.

• Initial Complaint

  Date:02/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my vehicle to get a lift kit at 4WP in **********, ** on 7/27/23, invoice # SO0988176, Account #******** When I got the lift kit, I purchased the warranty and the tire warranty. I bought this warranty due to the many nationwide locations of 4WPs. A few months ago, I had to get my tires rotated, so I called the location where I had done the work. This is when I found out that this location was no longer 4WP. I discovered this location had been sold, and the nearest 4WP to me was ********* or *******. I asked that store what I needed to do if I ever had an issue with the warranty. I was told that they were no longer 4WP and they could not help me out. I reached out several times to a regional manager from 4WP, who months later made me aware that the owner of the new location in **********,**, was going to honor any warranty work.When I returned to that location months later to get my tires rotated again, I verified this was true. This is when the store location told me they would not honor any warranty.Speaking to a few employees who used to work for 4WP, they were told that the communication was poor, everyone was kept in the dark and communication was poor from their end when the sale had gone through. My concern is that I purchased this warranty from 4WP, and now the closest 4WP location to me is in *******. Im still paying on the credit card for the work that 4WP performed, and I have sent their corporate office an email asking what I need to do because I want something in writing that states what they will do for my warranty work. Thankfully, I dont need any warranty work right now, but I would like to have something in writing that will outline what will be done to honor a service I paid for. I understand the sale of 4WP locations; however, what I dont understand is the no communication that was given to current customers on what to do and how the transition would look for warranty work.

  

  Business Response

  Date: 02/15/2024

  Ramces,

   

  Thank you for reaching out to us. I will have one of our representatives get in contact with you in the next ***** hours to get you a resolution. If you do not hear back, please let me know.
  
  We appreciate your patience.

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21295865
  
  I am rejecting this response because:

  No communication has been made by business in the listed timeframe they outlined. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 03/01/2024

  I have not received any response from this company. Ive never done one of these before so I dont know if Im not doing something right or the company here is ignoring this complaint. 

  

  Business Response

  Date: 03/07/2024

  Sorry for the delay in response. I'm currently looking into this. I'll get you an update by early next week.

  Customer Answer

  Date: 03/16/2024

   
  Complaint: 21295865
  
  I am rejecting this response because this company has failed to reach out to me as they have stated they would. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 03/24/2024

  4WheelParts,

  Is there any update here? 

  

  Business Response

  Date: 03/27/2024

  Dear *************,
  
  Thank you for reaching out to us regarding your concerns. We value your feedback and appreciate the opportunity to address your issues.
  
  We regret to inform you that 4wheelparts no longer operates in **********, **. However, the location is now under new ownership and operates as Total Off Road. We have established an agreement with the new ownership to ensure the continued honor of warranties for our customers.
  
  I have personally communicated with the Regional Manager, ********************, who has assured me that Total Off Road will honor warranties as per our previous agreements. While we are unable to provide written documentation on their behalf, please be assured that we have taken necessary steps to ensure the seamless transition of warranty obligations.
  
  Should you require a prorated refund for the warranty purchased, please do not hesitate to contact us. We are committed to resolving this matter to your satisfaction.

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21295865
  
  I am rejecting this response because:
  
  Thank you for your response. I have some additional questions that I hope you can help me with. When you mentioned that my warranty would be honored, can you please specify which warranty you are referring to? I purchased multiple warranties, such as the tire warranty and lift parts warranty, so I would like to know which one will be covered.
  
  Also, I am a bit confused here. Are you stating that I am only to use the Total Off Road in **********, **, for warranty work? If so, I did not purchase a warranty to only use at the **********, SC store. At the time of purchase, 4WheelParts had multiple locations in the states around me, and its not my fault that these locations were sold. So can you please clarify if the other locations who once were 4WheelParts will honor what part of the warranty.  
  
  I want to ensure that my warranty is not only valid at **********, **, and all the other Total Off-road locations. I find it concerning that there is no written agreement or procedure regarding the warranty coverage. The lack of consistency in communication and information from 4WheelParts. It makes it feel unprofessional and shady. Therefore, I would like to request a written agreement outlining the procedure for the warranty coverage so that everything is clear and consistent for both parties. I am not asking for you to write anything down on their behalf but surely the topic of warranty purchased at the stores that were sold must have been brought up during the due diligence process.   
  
  Thank you for your help, and I look forward to hearing back from you soon.
  

   

   

  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 04/05/2024

  Is there an update on this?? Why *** it taking so long to update?

  

  Business Response

  Date: 04/08/2024

  Dear **************,
  
  Thank you for your recent correspondence regarding the warranty concerns related to the former 4wheelparts location in **********, **, now operating as Total Off Road.
  I appreciate the opportunity to clarify the warranty continuation process for you.
  
  I am pleased to confirm that any warranties you have purchased through 4wheelparts will continue to be honored at all 4wheelparts locations, including any former 4WP location now operating as Total Off Road.
  TOR has agreed to honor these warranties as per our previous agreements, ensuring that you receive the service and support you deserve.
  
  To initiate a warranty claim or service at a 4wheelparts location, simply call or visit a store. While it is beneficial to have a copy of your receipt, our staff can also look up your account using personal information such as your name and phone number.
  Once your account is located,appropriate steps will be taken based on your specific situation.
  
  Regarding Total Off Road, a similar process applies. However, please note that they do not have access to the 4wheelparts database. Therefore, you will need to present a receipt for any warranty claims or services at Total Off Road.
  
  As always, if you encounter any issues or have further concerns, please do not hesitate to contact me directly.
  Your satisfaction is our priority, and we are here to assist you every step of the way.

  Customer Answer

  Date: 04/08/2024

  Can I get this in writing? 
  

  The only reason I ask for this is that a regional manager for 4WP told me that Total Off-Road would honor the warranty. Six months later, Total Off-road said they would not honor any warranty from 4WP and that the 4WP manager was no longer with 4WP. 
  This is why Im asking for documentation so that I can provide evidence as it is not a consistent message. 

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21295865
  
  I am rejecting this response because I would like an email stating that all of the warranties (tires/products, etc.) that I purchased will be honored at all 4WPs and all former 4WPs, which I would like a list of. 

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/01/2024

  I spoke to the customer and told him I would have an answer as soon as possible.  He is okay with waiting for an answer.  ***

  

  Business Response

  Date: 05/03/2024

  Hi Ramces,

  The response provided on March 27th should provide the peace of mind you asked for.  If not, it appears the offer to refund the [pro-rated] warranty was offered.  At this point, we cannot force Total Off Road to provide a written declaration but you should be able to take comfort with the response that was provided earlier.  

  Here's the response I'm referring to so you won't need to sift thru emails:

  Dear **************,
  
  Thank you for reaching out to us regarding your concerns. We value your feedback and appreciate the opportunity to address your issues.
  We regret to inform you that 4wheelparts no longer operates in **********, **. However, the location is now under new ownership and operates as Total Off Road. We have established an agreement with the new ownership to ensure the continued honor of warranties for our customers. I have personally communicated with the Regional Manager, ********************, who has assured me that Total Off Road will honor warranties as per our previous agreements. While we are unable to provide written documentation on their behalf, please be assured that we have taken necessary steps to ensure the seamless transition of warranty obligations.
  
  Should you require a prorated refund for the warranty purchased, please do not hesitate to contact us. We are committed to resolving this matter to your satisfaction.

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21295865
  
  I am rejecting this response because:
  

  Previously, a regional manager from 4Wheel Parts informed me via email that the Total Off Road site in ********** would honor the warranty. However, upon visiting the location, Total Off Road informed me they were unaware of this arrangement. This incident highlights the necessity for official documentation from the company (4 Wheel Parts) itself, rather than relying on information from a regional manager.
  

   I want documentation from 4WP confirming my ability to utilize any former 4WP locations for any warranty work. It's imperative that I receive assurance that all warranties I purchased will be honored without ambiguity.

  Since I didn't buy the warranty from Total Off Road, I don't anticipate them providing documentation. It's 4 Wheel Parts' duty to honor any warranty obligations. This should be straightforward to obtain. Surely, warranty matters were addressed before 4WP transferred stores to the other party.

  I refuse to accept a prorated warranty reimbursement. This situation is utterly exhausting.
  

  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/09/2024

  I believe this ticket meets the level of resolved.

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21295865
  
  I am rejecting this response because:

  To clarify, I want to confirm that I can utilize any 4Wheel Parts store for the warranties I've obtained for my vehicle, not just the Greenville SC location.

   

   

  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/21/2024

  Hi Ramces,

  I'm sorry we're not able to accommodate your request.  Please note the offer was made to refund the warranty purchase on a pro-rated basis.

  Regards,

  R-

   

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21295865
  
  I am rejecting this response because:

  I'm confused by your last response. Initially, you stated that the previous communication would suffice for my request, but now your response has changed. I'm glad I asked for clarity because it now seems 4WP might have been trying to be deceitful. I do not want a pro-rated refund on the warranty.
  
  4Wheelparts sold me a product, and it's your legal responsibility to ensure this product/service is delivered to the 4WP locations as specified when I purchased the warranty. Again, you have a legal obligation here. If you can't deliver this, then I will require a full refund. 

   

   

  
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 05/31/2024

  Send me a copy of the warranty paperwork. I have consulted with an attorney and we need to review the details of this warranty.
  

  Customer Answer

  Date: 07/02/2024

  this is not resolved yet. I have sent the company a response and am waiting for their response. 

  

  Business Response

  Date: 07/08/2024

  The customer has been offered a full refund rather than the appropriate pro-rated refund on his warranty purchase.  Any refund beyond that is not proportionate to the complaint.

  The customer has been provided the contact information he needs to have his warranty refund processed.  

   There is nothing more that 4WP can or will do to satisfy this matter.  A full credit goes beyond a fair and reasonable solution..

   

  

  Business Response

  Date: 08/02/2024

  In response to the complaint filed by ************** regarding warranty concerns at the location formerly known as 4wheelparts in **********, **, which has since been sold and is now operating as Total Off Road, we have thoroughly addressed his concerns and clarified the process for honoring warranties.
  
  We are pleased to reaffirm that all warranties purchased through 4wheelparts are valid and will continue to be honored at all our locations, including those now operating as Total Off Road. We have provided ************** with detailed instructions on how to proceed with warranty claims at these locations. In the event of any challenges at Total Off Road, customers are encouraged to contact **************************** directly for resolution.
  
  We appreciate ************** bringing this matter to our attention and are committed to ensuring a seamless experience for him and all our customers. We believe that the clarifications and assurances provided have resolved the concerns raised in the complaint satisfactorily.
  
  Thank you for allowing us to rectify this matter. We look forward to continuing to provide exceptional service and support to our customers.
  

  
  

  Customer Answer

  Date: 08/19/2024

   
  I received a response from the operations manager, confirming that my warranty would be honored at all previous 4WP and Total Off Road locations. However, I requested an official letter from 4WP, signed by someone from their legal department, as they had no issues drafting a non-disclosure agreement for me to sign. Additionally, this business has stated that they want me to remove my complaint as a condition of resolution. 

  

  Business Response

  Date: 09/03/2024

  We are going to consider this matter closed with no further documentation. The offer of a full warranty refund was provided which was better than the solution of a pro-rated refund based on mileage remaining.  The assurance was also provided thru the BBB portal that new store ownership would honor any warranty issues should he choose to not accept the refund.

  The fact is that there is no problem with the vehicle and the customer was just looking for assurance that his warranty would be honored when the store changed ownership. When that was provided thru BBB correspondence, the customer claimed that wasn't good enough and wanted a full refund for the entire lift package. 

  At this point, we have been more than fair by offering a full warranty refund if he is uncomfortable with the new owners upholding their commitment to honor the 4WP warranty.  He can make his choice.

   

   

   

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 21295865
  
  I am rejecting this response because:
  
  To Whom It May Concern,
  
  Just because 4WP considers this case closed does not mean it should be. They were not the ones who filed the complaint. While the business did offer me a full refund on the warranty instead of a prorated refund, it is important to note that 4WP is not going above and beyond in this matter. 4WP failed to notify customers who purchased warranties about the necessary steps after the stores were sold to another party. Customers, including myself, were not informed of what to do if the warranty was needed.
  
  My experience with the previous 4WP store in **********, **, demonstrates this lack of communication. Initially, I was told they would not honor the warranty, then they would, and finally, they changed their stance again to not honoring it. This inconsistency led me to pursue this complaint because I was given the runaround.
  
  When I purchased the lift kit, there were several 4WP stores around the Southeast, which was a significant factor in my decision. Now, with the nearest store being in *******, the convenience that was a huge reason for my purchase is no longer available. Additionally, 4WP seems unclear about the procedures for handling warranties on previous purchases.
  
  An operations manager at 4WP emailed me stating that all previously owned 4WP stores would honor my warranty. However, I requested a formal company letter from the legal team to confirm this. I need assurance beyond a simple email, especially since there is no guarantee that this individual will still be with the company in six months. It is puzzling why 4WP had an issue with this request, especially since their legal team had no problem drafting a release of liability form and asking me to withdraw my BBB complaint. It appears they are more interested in avoiding responsibility than doing the right thing by notifying all customers who purchased warranties and making things right.
  
  The only thing I am asking for is a signed company letter stating that my warranty will be honored at all 4WP locations, including all previously owned stores, not just the ********** location.
  
  
  ***********************

• Initial Complaint

  Date:01/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a pair of koni strut inserts from throtl 1/11/23. The struts arrived with damage to both boxes and leaking oil. I notified throtl of the issue and requested to return the defective struts. According to the rep that replied to the issue ****** does not accept returns on defective parts. They can send you their damaged parts and you have to keep them while they try to seek out a resolution from the manufacturer. I just wanted to return a new product that was defective and damaged when I received it. Use caution when purchasing here. They can send you their damaged defective parts and youre stuck with them. I purchase car parts frequently and sometimes you will get defective parts. Most companies will accept a return or exchange versus you having to wait for them to file a claim with a manufacturer to resolve an issue with a new part you purchased from them. I have placed 7 orders with throtl over the last couple of years for a total of around $2800.00. The shipping and amount of in Stock items is amazing for a parts store. If you get something that is broken new out of the box youre stuck with it. Not so amazing

  

  Business Response

  Date: 01/30/2024

  Good morning,

  We appreciate your feedback and we will be looking into this to get you a resolution. I'll have someone reach out to you in the next ***** hours to discuss the next steps.

  Thank you for your patience and understanding.

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21208319
  
  I am rejecting this response because:

  I am having to file a warranty claim on a new part I recieved in damaged condition
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 02/08/2024

  The retailer sold me defective equipment that was listed as new and would not authorize a return or replacement. I was told by the customer service agent that I would have to contact the manufacturer and warranty the item with them. The items were sold as new not used and arrived in used damaged condition.

  

  Business Response

  Date: 02/13/2024

  *****,

   

  Based on the discussion with our representative, it seems like **** was going to take care of this directly and asked that you reach out to them. Would you be able to tell me where you were in that process?

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21208319
  
  I am rejecting this response because:

  I have mailed koni a warranty request form for the defective used equipment I was sold as new. Waiting for the response it was mailed a few days ago.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/12/2024

  *****,

   

  Would you be able to provide me with the contact information for Koni that you used to create the warranty claim? I'd like to send a message to them with you CCed on it to try to get you a faster resolution.

   

  Thank you in advance!

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a set of Pro Comp 7" LED headlights with a lifetime warranty; they are now defective. Wheel Pros now owns Pro Comp, which says they're no longer available, yet they're still available to purchase on 4 wheel parts website. I want my replacement, or a refund for the "lifetime" headlights.

  

  Business Response

  Date: 01/12/2024

  *****,

  Thank you for bringing this to our attention. I will get one of our agents to get in contact with you in the next ***** hours with a few options.
  
  Thank you for your patience and understanding!

• Initial Complaint

  Date:12/05/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a set of headlights from Throtl online on September 15 2023 I was told it was approximately 5 weeks to build and ship the headlights. On November 3rd I received only 1 headlight for the passenger side I was still missing my drivers side headlight. I was told the package was lost and they would file a warranty to get a new one from Oracle Lighting. And I would have to wait another 4 weeks. Today December the 5th 2023 I called to ask about the status of the order and was told to contact Oracle. ****** told me they werent aware of this and had no order nor tracking number for me and when I tried to explain to Oracle what had happened I was hung up on. I just want my headlight and possibly a refund as well Thank You.

  

  Business Response

  Date: 12/18/2023

  ********,

  I've forwarded this information to our Throtl team. Please expect them to reach out within ***** hours to get this resolved.

  Thank you for your patience and understanding!

• Initial Complaint

  Date:12/05/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an exhaust from their website on my phone. I received an email exhaust, was delivered to my work which I was at and it was not delivered. I looked up the tracking, and there was a picture of a place Ive never seen I contacted *****. They said I had to contact the business that shipped it and then contacted ****** who told me I was out of luck because I did not purchase shipping insurance. I explained to them I never had that option purchasing from my mobile device. I went through the purchasing process again with them on the phone and still had no option for this shipping insurance. I never received my product and spent a lot of money on it. I am *********** the product I purchased, or a full refund of the money I spent.

  

  Business Response

  Date: 12/05/2023

  Good morning and thank you for reaching out to us. Would you be able to tell me where you placed your purchase? I'll get you in touch with the correct department to get a resolution for this.

  Thank you in advance. I look forward to your response.

  Customer Answer

  Date: 12/05/2023

  I purchased the Exhaust from Throtl.com

  

  Business Response

  Date: 12/11/2023

  Thank you for that information! I'll get one of our team members at Throtl to give you a call in the next ***** hours.

   

  I appreciate your patience!

  

  Business Response

  Date: 12/11/2023

  I spoke with our team over at Throtl and they have informed me that the payment for this order is in the middle of a chargeback dispute. Unfortunately, at this time, we will not be able to take any additional action until dictated by your bank.

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20959047
  
  I am rejecting this response because:

  This should have already been addressed & Throtls bad business practices will not be tolerated 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought product from 4 wheel parts and had them installed on my truck almost a year ago. About a month in the powder coat on the product started to fail. The company said they would fix but has been waiting for almost a year and has now stopped responding to me. I have in writing they would fix and replace the parts. I even bought the additional warranty from 4 wheel parts so I should be able to get the parts replaced easily but now cannot get them to respond to me.

  

  Business Response

  Date: 12/05/2023

  Good morning and thank you for reaching out to us. I am currently working with the proper departments to get you a resolution to this asap. Expect someone to reach out to you no later than the end of day tomorrow.

   

  Thank you for your patience and understanding.

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20956600
  
  I am rejecting this response because: no one reached out to me on this. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 12/18/2023

  *****,

  I've sent a follow up to our team to get this resolved ASAP. I apologize for the delay. If you don't hear back from anyone by Wednesday, please let me know so I can get this escalated on my end.

  Thank you for your patience and understanding.