Complaints

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• Initial Complaint

  Date:07/16/2023

  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.

  Bought 4 tires on 2/24/23 at the rent a wheel and tire location in ********, ** for the total purchase price of $1669.33. I agreed to pay $210 bi-weekly on my paydays until paid in full which was to be within 120 days for the same as cash deal they have. My second payment that they processed was processed 3 times in one day. One of the 3 was voided but two of them still went through to my bank account and were taken out. I tried to call and work this out with the store manager "****" but she insisted she had refunded everything even though I showed her my bank account showing two transactions being taken out. I ended up having to file a claim with my bank to try to get the money back. In the process on trying to get the money back the bank initially declined my claim stating she had turned in paperwork showing I had been refunded. I had to file an additional claim and explain that was false and they could check my account and see there was no refund for the second transaction, which they did and also stated that the paperwork she turned in showing a refund actually was not my account at all so they *****ed my claim. Following this I had an accident in my vehicle and two tires were damaged. I did my due diligence and called to request two tires be ordered for replacement per my warranty. Upon arriving to the business I was told only one needed to be replaced and the other could be plugged. I agreed that would be fine. After leaving with the new tire and now plugged tire I still had an issue with the plugged tire holding air. I returned a second time and instead of now replacing the tire they tried to place a second plug in the hole, which is against CDOT guidelines but I didn't realize this was what happened until I brought the vehicle home and my husband looked at it. I returned a third time and again they refused to ***** my warranty and tried to plug it. Now today the 4th visit I was told they would replace my tire but upon arrival the store manager refused me service.

  Business Response

  Date: 08/08/2023

  On 02/24/2023 when ***** purchased her tires, she was outside in front of the door fighting with her husband. It became a huge disturbance and hostile situation. ***** and her husband were screaming at each other and their fight between ***** and her husband came inside of the store. This was the 1st interaction with ******
   ***** was priced fot the tires she was angry about the price so I discounted the price. 
    In March her card was ran two times. I immediately voided out one of the transactions. She was very upset and yelling,  the one payment was immediately refunded.  We called the bank they confirmed that only one transaction was pending. The bank confirmed there was only one transaction that was pulled since the second transaction was voided out immediately.  A few weeks later ***** disputed the transaction. ***** bank temporarily credited her money back to her account. Her bank took her temporarily credit back out of her account after investigating that the transaction was applied correctly.  ***** called me screaming that she could not afford for the bank to reverse the transaction out of her account. I gave ***** an extension on her payment so she skipped her next payment that came due for her tires. 
      ***** ended up in an accident, we replaced 1 tire and put a plug in the other tire. Our warranty does not cover accident it only covers road hazard, we still replaced one tire and fix the other.   
     ***** came in Saturday July 15, she had a small issue with her one tire, it had a nail in the tire we plugged the tire and also put a patch. Her tire was fixed. She was unsatisfied and went into the bay, both her and her husband. She demanded that we take the tire back off and air so she could look at the work that was done. I told ***** that she could see the plug and the patch was inside her work was finished and we had 2 other scheduled appointments. She became aggressive her and her husband started seaming and stood behind her SUV and refused to move. Both **** and husband were so angry that I ended up needing to call the police to have them move out of the bay and move her SUV out. I ended up scheduling a replacement tire for Tuesday 10am. She came almost 2 hours late, she threw her key at my sales associate hitting him in the chest and was very angry, yelling and taking video. The agreement was after we gave her another new tire, she was making her payment that is past due. 
   We asked for her payment and she said we would no longer get another payment from her. 
  
  

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20328144
  
  I am rejecting this response because: This is a very false narrative. Feb 24th when my tires were installed I was never "angry" about the price. I did question why the price I was originally quoted was now more to which I was told I was getting a "deal" because these were better tires and they had discounted the price for them. I was fine with that. The issue with being over charged, I was trying to work out with them but when my bank denied my original claim and I called the store to let them know is when **** actually got very aggressive with me. At one point I even asked her if I had done something to offend her or was disrespectful because she was treating me this way and I'm the one who is losing money. She calmed down and then she decided to credit me for my money lost and took accountability for her treatment toward me. The issue with my tire and needing to be replaced was an accident but due to a road hazard. It was caused by debris in the middle of the highway, a wood pallet that I ran over. This is why it's covered on my warranty. The second, time going in they stated that if this doesn't fix it they would replace it with no problems. Come to find out they had put more then one plug in the hole. This Again this is against CDOT regulations. The third visit they stated the tire needed to be ordered so they couldn't replace it that day. On July 15th, the fourth visit they stated that because we didn't go in soon enough after they ordered it (3 days) they sold it to someone else. So again they tried to plug it with 2 more plugs. I requested that they actually dismount the tire and thoroughly check it. It was at this point that **** became agitated and declined to do anymore work on my tire. Because of this I refused to let them pull my vehicle out so I stood behind it until I felt the job was done correctly and my vehicle was safe to put my children in. **** then threatened to call the police to which I requested her to do because I knew this wasn't right. Once the police arrived **** never showed her face or even talked to them. They finally did as I asked and fully dismounted the tire and placed a patch inside the tire and promised that when I came back on the 18th my tire would be replaced but there would no longer be a warranty on that tire. Later in the evening on this day I noticed my vehicle was shaking when driving. My husband found 3 of the lugnuts loose on the tire they had "fixed". On the 18th I arrived right at ****am because that is what time the store opens. The male staff told me I was late because I was scheduled at 9am. When I arrived at **** the doors were still locked and there was a female customer that stated she had been there waiting since 930. I asked the male staff if I could just take the tire with me because after finding the loose nuts I didn't feel safe with them working on the vehicle. He stated that if I took the tire they would void my warranty. I was ok with this initially because I was tired of dealing with them but then when he stated it was for all four tires I declined and decided to let them do the work. The keys were never thrown and they have cameras so they can surely present video evidence if this is false. What did happen was this male snatched my paperwork out of my hand and proceeded to write on it stating my warranty was voided. I did capture a small video of the paperwork being written on and the vehicle being pulled in on this day just to show the date and time of visit. Following this I went through all my bank statements to check how much I had paid out and according to them I've over paid. I was originally charged $1669 and I've paid $1706. This is why I will no longer make payments. I am coming to the realization that this business isn't going to admit they're wrong doing and/or try to correct anything. I will proceed with the next steps in filing a civil suit, contacting the Attorney General and the **** of ******** Protection. 
  
  Sincerely,
  
  *********************