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.

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Wheel Pros, LLC has 33 locations, listed below.

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• 

  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:05/08/2023

  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 placed an online order with 4 Wheel Parts Warehouse for Poison Spyder Rocker Knocker Steps. Order # 4W2106442076 placed March 11, 2023 My credit card was charged ****** The order still shows a status of processing and I have sent multiple emails and sat on hold several time for over an hour each time with no answer. The order included free shipping.

  

  Business Response

  Date: 05/11/2023

  We have refunded the customer. Please allow for 3-5 business days for this to reflect on the customer account.

• Initial Complaint

  Date:05/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 03/31/2023 I went in to 4WheelParts to get a Suspension lift and to upgrade my rims and tires on my 2016 ****** Titan truck. I met with ***** one of there sales reps. I told him exactly the size of rim and tire I wanted to use on my truck and wanted to know if the Rough Country 3" lift kit would work. He said it would but there would be some cutting that needed to be done on the truck, or I could get an after market bumper that would reduce the amount of cutting that would be required but he was sure they could get it done. I only have one vehicle and that I would need to do the install in two parts being the lift alone would take 8 hours. I had him ****** me a quote for the lift first then before getting any work done I got another quote for everything I wanted done. I brought my truck in on 04/26/2023 and had the lift done paid $2226.36 total $1140.00 in just labor. The following day I called and spoke with ***** to set up a date to get the rest of the install done (Rims and Tires). Was told that his service manager said they would not do the work . From there I spoke with two supervisors. I was told I can go with a smaller Rim/Tire or have the old parts taken out of the dumpster and put back on my truck. But still pay for all the labor. I feel I was mislead to get the most costly part of the work done . They were supposed to be the experts and if they were not able to do the whole job I would have gone somewhere else.

  

  Business Response

  Date: 05/12/2023

  Thank you for your feedback. We apologize for any inconvenience you've experienced. We're currently looking into this matter and one of our representatives will reach out to you shortly.

  Customer Answer

  Date: 05/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/27/2023

  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 accidentally ordered a part with payment on wrong card. I asked if the could cancel the order and they said they cant it has already shipped. Even tho shipping info said hasnt left the facility. They told me I would have to return the part and pay 25% restocking fee on the $599 item. I have been trying for about a week now to return the part and I receive no response on how or where to return it to. They seem to only have one person who works the phones and he cant help with returns only tells me to email the return department.

  

  Business Response

  Date: 04/27/2023

  Our CS team will be reaching out to the customer to resolve. 

• Initial Complaint

  Date:04/24/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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 01/29/2023 I placed an order (# 4w2069327154) through ********************************************* for aftermarket Jeep components, namely front and rear fenders and inner fender liners, all under the Poison Spyder brand name. On 01/31/23 my credit card was charged $1,515.09. As of this date, 04/24/23, I have still not received these components or received any information on expected due date. Several attempts to contact 4wheelparts customer service have been nearly futile, waiting up to an hour each time, and only once getting in contact with a representative. This representative said the parts were on backorder; the parts were not advertised as such at the time the order was placed. After additional attempts to contact 4wheelparts, an attempt was made to contact Poison Spyder, the manufacturer, directly. After a long wait, a representative was reached and mentioned that it would be indefinite as to when the parts would be made due to the restructuring of the company and production lines. Appearing that I may never receive the components, I placed a cancellation request (# ******) on 04/19/23. It appears 4wheelparts and Poison Spyder have been acquired and sold several times over the years. It appears *********************** L.P. via Wheel Pros, LLC acquired Transamerican Auto Parts (TAP) and brands including 4wheelparts and Poison Spyder from Polaris in 2022. I intend to file this complaint against the appropriate entity (Clearlake, Wheelpros, TAP, 4wheelparts, or Poison Spyder) in an attempt to get the amount of $1,515.09 refunded to me. A company or entity should not be able to bill me if the product or service in question will not be available in the short term or indefinitely.

  

  Business Response

  Date: 04/25/2023

  Our CS team will reach out to the customer to resolve. 

  Customer Answer

  Date: 04/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me commensurate with the business following through. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/18/2023

  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 March 19, 2023 I paid Throtl $222.75 for parts. They said the parts would be delayed and gave an estimated shipping date of April 16, 2023. I emailed them and asked why it would take so long, and they told me the manufacturer need to make more. I contacted the manufacturer and they said the parts are in ************** in 3-5 days **** Throtl lied to me. I emailed them again on April 16, 2023 and asked for a new estimated shipping date, since the parts had still not shipped out. ****** told me they have contacted the manufacturer and would let me know when they get a new shipping update. I contacted the manufacturer again, and they said that ****** has not contacted them regarding my parts at all. I threatened to file a complaint with the BBB and the *** and ****** lied to me again saying that they are still waiting for the product to arrive at their warehouse. It has been 1 month now, and it is clear that Throtl is giving me the run-around. The parts should've been at their warehouse by March 24, 2023 at the absolute latest. And of course, they charge an exorbitant cancelation fee. On their website they post a lot of 5 star ****** reviews, yet they do not have a ****** business account that customers are capable of leaving reviews on. And there is no way to leave a review via their website. I believe these are fraudulent reviews. This is clearly a scam company. My order number is #****** and the tracking number has not been provided as the parts have never shipped out.

  

  Business Response

  Date: 04/19/2023

  We will reach out to the customer and resolve.

• Initial Complaint

  Date:04/18/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  In December I purchase from 4wheelparts.com the Weather Tech floor liner WEA445431 for my husband and found that it was the incorrect part number. In last March I called the customer service line at 4 Whee Parts ***************) and tried to resolve to get an exchange. The customer support lady said that she would reach out to the store and would provide me with a return number via email which she never did. I attempted several times to call the customer number and no one ever picked up the phone and waited for over 40 minutes. On March 27th, I sent an email with again, no response. I also emailed on 3/31, 4/7 and today 4/17 with no response. I would like to make an exchange for the floor mats. The correct part number needed is WEA446071. The order number is SO1483009. If an exchange is not possible than I would like to do a return.I think its very unprofessional for a company to not response. I will never do business with 4 Wheel Parts again.

  

  Business Response

  Date: 04/19/2023

  We will be reaching out to the customer directly to resolve this claim. 

  Customer Answer

  Date: 04/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/11/2023

  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 ordered a hitch from this company on a Saturday. Based on the picture supplied online I ordered it thinking I was getting what I wanted. When I received my email confirmation I realized it was not a **************. I tried to call and cancel the order but they have no customer service on the weekend. I then used their website to try to cancel the order and sent them an email. When they opened Monday I immediately called to cancel the order. I was on hold for a considerable time but got through. They said there was already a cancel order in but they thought it was going to ship anyway. An email confirmed and I got the package a few days later. Since I received it I have been trying to get a return. I have sat on hold with multiple phone for hours daily for a week. I finally got through and they said it may take 72 hours to get a return label. I have also sent several emails to try to return with no answer. Worst customer service I have ever seen. It's been 5 day 72 business hours and no email with a label. I tried calling again today and never got through.

  

  Business Response

  Date: 05/12/2023

  Customer was refunded on 4/27/2023. Agent notified customer same day:
  
  ***************************
  
  Apr 27 09:47
  To:
  *******************
  Show more
  Hello ****,
   
  We refunded your original method of payment, please allow your bank 4-5 business days
  reflect the credit back into the account.  In regards of the part please discard it we do not 
  need it back.
   
  Thank you. 
  

• Initial Complaint

  Date:04/06/2023

  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 purchased a suspension lift kit from 4 Wheel Parts online on 2/26/2023 and as of today 3/27/2023 I have not received my complete order or a refund I requested last week. The order number is 4w2091310085. This was a kit that came in parts and pieces which I did not know at first and wasn't told. There are 4 leaf springs that have not arrived yet, 2 are on back order and who knows when they will ship and 2 keep getting lost or damage by *** mainly due to the way they ship them (no box and just loose). 1st one sent was damaged, #2 and #3 have been lost and reported to ***. I have called the main number for customer service and each time I call it's a 1 hour hold time to speak to someone. When I do get thru it's the same story, we will ship out another and the other 2 are on backorder still and don't know when they will arrive. I called their supplier directly, Procomp, and was told that the backordered ones are most likely discontinued. So last week I called and of course I waited for my one hour before they answered and requested a cancellation and a refund. As of today, still no refund. Please help get me my refund. Appreciate what the BBB does for consumers.

  

  Business Response

  Date: 04/24/2023

  The Customer was refunded 6/22/22. 

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19859643
  
  I am rejecting this response because:

  The date they say was refunded is incorrect, June of 2022? and it was only a partial refund. I just bought the items Feb of 2023. I did receive a credit back from them for $229.86 on 4-1-23, and after calling and complaining thru voice mails and emails. In order to get what was still owed me, I did have to put in a dispute with my credit card company for the missing parts in the amount of $291.06. So they really didn't refund like they said, I had to fight it. I must of called them about 25 times and left numerous emails (since they don't answer their phone). They have the worst customer service I have ever ran into. Granted I did receive some of the lift kit parts, but I didn't get the leaf springs from the kit (which is most of it). So I am basically stuck with shocks and hardware and have to find different springs somewhere else. As you can tell by their incorrect and short response, they don't care about their customer. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/27/2023

  Our apologies, we have two customers with the same name in our system. Our ******** Services team will be reaching out today or tomorrow to resolve this customer's claim. 

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19859643
  
  I am rejecting this response because:

  Message said they would call today 4/28/23 or tomorrow 4/29/23 to resolve, I didnt receive a call on those 2 days as promised. However they did call 4 days later on 5/2/23, asking if I stiil wanted to keep the springs on back order. I told them no and they said they would cancel the order and refund the springs. As of today 5/4/23 I have not seen the cancellation or refund. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/05/2023

  Order has been cancelled in our system. Our accounting team is currently working with the bank to address the chargeback issue.

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19859643
  
  I am rejecting this response because:

  I just received a phone call from my bank on the disputed charge of $291.06 on 4/7/23 I filed with them in order to get my money back since 4WP would not answer my emails or phone calls. According to my bank 4WP parts are now trying to claim i received the 2 front lift springs, again I did not get my complete order other than a damaged spring which a claim was filed and closed with *** on the damaged spring (which 4WP was reimbursed), see attachment *** damaged spring. On the other spring 4WP tried shipping and it was lost (see *** 1st missing spring pdf). Then they tried shipping again (see 2nd *** missing spring pdf). The problem i believe why *** kept damaging the springs or losing them is because the way they are shipped it, no box and just a tag on the spring itself. Anyway, as you can see I did not get any springs other than a damaged one which i threw away after *** told me to since 4WP was reimbursed. The only thing I got were 4 shocks and ubolts valued at $333.54 which i have paid for and not disputing.  I am requesting 4WP to please stop this nightmare of a purchase and accusing me of receiving items i did not. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/09/2023

  Our team lead, ***********************, spoke with *** this afternoon. We have informed *** that we're unable to refund on our end due to the open dispute that he has with his credit card company. *** informed ** that the bank has already issued funds back to him while the dispute is finalized with **.

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 19859643
  
  I am rejecting this response because:

  I would like to keep it open until the bank dispute is closed. Once the dispute thru my bank and 4WP is settled with the amount requested I will gladly accept and close the dispute. Thanks for reaching out to me finally, much is appreciated. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/05/2023

  Type:Sales and Advertising 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 placed a order ****** for a fuel wheel that was supposedly in stock come to find out they then said it could take 4 to 6 weeks at a minimum to get i then advised them to cancel order and refund my money they stoped replying to me i tryed emails , there cancelation form and by phone nothing in response so i had to just open a case with my credit card com-any to try to get my money back

  

  Business Response

  Date: 04/17/2023

  Our **************** team will be reaching out to the customer shortly to resolve. 

• Initial Complaint

  Date:04/03/2023

  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.

  We ordered bed rails that turned out to be the wrong length. We have tried to return them and have tried emailing and calling and have gotten no response. We followed their return policy protocol and havent heard back.

  

  Business Response

  Date: 04/17/2023

  Our **************** team is reaching out to the customer to resolve. 

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19634872
  
  I am rejecting this response because:
  I received a voicemail on 4/4/23. I called back and left a voicemail during business hours. I called back another day as well. I have not heard back. It is currently 4/17/23.

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

  

  Business Response

  Date: 04/24/2023

  Our **************** team is reaching out again today.