Complaints

This profile includes complaints for RNR Tire Express's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  RNR Tire Express

  13922 Monroes Business Park Tampa, FL 33635-6370

• 

  RNR Tire Express

  5804 34th St N Saint Petersburg, FL 33714-1208

• 

  RNR Tire Express

  7616 W Hillsborough Ave Tampa, FL 33615-4106

• 

  RNR Tire Express

  1379 Harding Hwy E Marion, OH 43302

• 

  Rent-N-Roll Custom Wheels and Tires

  111 W Derenne Ave Savannah, GA 31405

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:11/06/2023

  Type:Billing 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.

  They took an unauthorized payment out of my account, caused overdraft and late fees. they know it happened and admitted it was there fault but have done nothing to remedy it. They are harassing me for a payment That i cannot make due to the unauthorized payment they took. They know all this but tell me I have to pay regardless because ** signed a contract, They broke contract first by taking an unauthorized payment. Very Very rude, i need someone from the corp level to contact me

  Business Response

  Date: 11/08/2023

  Good morning-

   

  After speaking with ************************* we have came to an agreement that will push her payment out until the 15th per her request. Her payments will be due on the 15th and 1st of each month until paid in full. We also have a gift card at the store for her for the inconvenience. At this time- we are both on the same page and this has been resolved. 

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20820993
  
  I am rejecting this response because:

  This company before took an unauthorized payment on 12th of the month and caused some overdraft fees. I did talk to someone and ask to be removed from reoccuring payments because they also texted me on due date and I would authorize them to take a payment. Every single time because I am paid Bi Monthly and they could not set the payments up for my pay schedule. but then that payment was ran on 12th. I filed a complaint and really nothing was done. They gave me 50 dollars cash to make up for the 105 dollars they cause in overdraft due to taking payment on wrong day. They also only got partial payment so they said they credited my account 126 that was still due on payment(they took 60 dollars of 180 payment) and I amde it very clear to take me off auto payments and i was fine and moving forward. Then next payment they just took automatically with out telling me. I told them I mad it clear I wanted off the auto pay with the last incident the response from them is attached. I cant beleive they just do whatever they want. It cant be legal just to put someone back on auto pay without permission. Also they never credited my account The 126 they said they did, it has not came off my balance, nor did the down payment i made. 100 dollars and they matched 100 so total of 200 down payment

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

  Business Response

  Date: 12/19/2023

  As of last week when the account manager contacted ***** there weren't any issues. I've tried reaching ***** twice and her phone voicemail isn't set up. Hopefully she can call me back to see why she filed the 2nd complaint. 

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20820993
  
  I am rejecting this response because: no one has called me, also i have attached what the issue is. Talking to the people at the store are not going to do it, they are the ones who ran my payment without my permission, as I know you saw the screen shot. There is issues, I just dont think talking to the same people who are doing it will help as obviously here we are again. 

  Your company has repeatedly lied, I have asked for my card to not be reoccurring and you run it
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 12/20/2023

  This was the first complaint, i have made another because after this one was what I thought taken care of , they took a payment when I asked to be taken of reoccuring auto payment

  I did in fact speak to someone on this complaint and they said they would push my payment to the 15th to get me back on track, now mind you the reason I couldnt make a full payment was because they took a payment out on the 12th instead of when I pay which is the 15 th and 30 th , caused 140 dollars in overdraft fees, they did give me 50 dollars cash and pushed out the payment till my next payday. (stil owed full amount even after they caused it. I have a text saying they credited my account but they didnt, its still on balance

  I asked to be taken off auto reoccuring payments because they blamed the "system" for taking the payment. I was assured by the store and  by regional manager i was.

   

  NOw leads me to  december 01-they took a payment before I could say yes and move the money from one account to the one they have on file and they ran the payment. SO once again caused a 35 dollar over draft fee. attached is where they put me back on reoccuring WITHOUT MY PERMISSION. 

   

  Business Response

  Date: 01/02/2024

  We have made several attempts to reach out to *****************, but have not been successful. We were hoping to get clarification on the issue. Our records show that she spoke with our Regional Manager, who agreed to push the payment back by a week and that she received the compensation we offered to apologize for the inconvenience.
  
  

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 20820993
  
  I am rejecting this response because:
  i spoke to the regional manager and not one issue was resolved you caused a bunch of over draft fees, offered 50 dollars and then pushed a payment out , that even though you caused a bunch of fees I still had to pay. You have since then took  another unauthorized payment and just said oh well. There are no consequences for what you have done at all. You act as though you did me a favor by pushing a payment out WHEN YOU CAUSED THE WHOLE THING. Just the audacity that this company has is just unprofessional and absolutely not worth it . They also have not given me a credit of ****** like that said( i have texts) and my down payment has not came off the full amount, i am returning everything today even though I am well over 1/2 paid off because of how they have treated me.  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/11/2024

  I spoke with ***** this morning to address all of her concerns and we came to an agreement that was best suitable for her.

  Customer Answer

  Date: 01/11/2024

   
  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:10/20/2023

  Type:Billing 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 purchased tires from RNR on December 16, 2022 and was doing the payment plan and paying biweekly. When I bought the tires I was told if I paid within 6 months it would be same as cash and my total would only be $340. Strangely, after the 6 months passed and I had paid the balance off I noticed I was still paying every other Saturday for the tires still. When I contacted the business I was told they haven't done same as cash since 2021 and I will be paying until March 8th **** for a total of $707.48. Why tell me from the beginning that I'm paying a certain price and if I pay within 6 months it's a set price and then once I pay that balance you change the agreement in the first place. I'm still paying these payments every other week. I also missed one payment by a week because I agree with paying for something I've already paid off and they sent someone to my apartment and my job to do a "courtesy check." They are completely inappropriate and should not be conducting business. I don't even have the tires anymore as they both had a nail in them so for them to come to my job and house to try to take tires off that are paid for and I'm continuing to pay extra for is mind blowing.

  Business Response

  Date: 10/23/2023

  I want to thank you for trusting RNR with your tire needs. Second I want to thank you for providing the honest feedback . Hearing from our valued customers is extremely important to us, as it is the only way we can get better at serving our valued customers.
  I see that you are referring to an old program we no longer offer, I am very sorry about that. If you review the document that the customer ******************* attached, it clearly states that this is a 15 month agreement, that shows the full term balance if you pay for 15 months. The great thing about our program is if you want to payoff early we offer 50% off the balance at that time.
  We would like to help you anyway we can to pay this off early, the manager will contact you about getting this issue resolved. Thank you again for trusting us to be your choice for tires and I sincerely hope we can earn your business for all of your future tire needs .
  

  Customer Answer

  Date: 11/04/2023

   
  Complaint: 20756045
  
  I am rejecting this response because: as it clearly shows in the previous attached image of the agreement. I did not initial next to number 5 or 6 because the salesman told me I had the same as cash price. Also if you look at previous complaints on the BBB they pulled the same scam with other customers. They are offering them the same as cash price and giving refunds to them yet somehow with me theyre stating now that they havent done that in a while. The harassment from the workers with the phone calls and sharing my personal information with my job is not ethical or legal. Also they have not reached out in any way to try and work this out with me. I do not recommend this business to anyone.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/09/2023

  The agreement was signed stating that you read it, also there is no information on the lease agreement stating 6 months same as cash or any same as cash program. We have made many attempts to contact by phone voicemail box is full and text to resolve this issue. The manager is prepared to take care of this issue and waiting for your return call.
  We strive to serve not just provide service and we would like to come to a mutual resolution if possible.
  Thank you,

• Initial Complaint

  Date:10/16/2023

  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.

  The tire tech at the *** tire in ****** ********** stripped and cross threaded the wheel studs of my car. The manager stated he would pay the mechanic bill if I took it to a shop. I sent him the invoice, and he retracted his previous statement and wont pay the mechanic. Now Im without a car, and still have to get to my doctors appointments at the VA 100 miles from where I live.I cant afford the bill, and car insurance doesnt cover negligence in the state of **********. This company is, however, based in *******. All Im requesting is that they cover the cost of getting all 4 of my wheels fixed so I can safely get to my doctors appointments.

  Business Response

  Date: 10/19/2023

  As the District Manager of this area I do greatly apologize for any and all inconveniences this may have cause you. We at RNR strive for excellence when it comes to our customer service and continue to be better every day! That being said we went ahead and took care of the repairs that were needed to get your vehicle back on the road safely. As discussed on the 17th of October you are more than welcome to reach me at my cell for any and all future needs as it relates to you and your vehicles time with us here at RNR Tire express. I hope that we can continue to better serve you!

• Initial Complaint

  Date:09/27/2023

  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.

  I signed a 4 months same as cash document when buying new tires for my van. I put a down payment and was paying over double my minimum payment each week to make sure it was paid off on time. Never missed a payment and was never late. I called after a few months to see my payoff amount out of curiosity and nothing seemed abnormal then. Waited another month and called back and the amount only went down less than $100 and I was paying over $55 weekly. Got ahold of my bank, have my original contract, went into RNR and had them print my payments, talked to Accounting at the *********************************, and we found out that the system was only taking away my minimum payment every week and the surplus was going who knows where. Just a clerical system issue. I told them I needed a refund and they said they would report it to their District Manager. I have talked to the District Manager for the *********************************, called Accounting at the *****, ******* Corporate Branch, and have talked to Accounting at the *********************************. Long story short at first it sounded promising, every one kept telling me that it was in the right hands but no one would give me any updates, they just kept saying it is being investigated. Now, no one will return my calls, or answer when I call, and I leave voicemails trying to get the correct corporate number so I can get any updates on whats going on and so I can answer any comments or concerns but nothing. By the time my 4 months contract was up, I already paid almost $200 dollars over what I was suppose to. I held up my end of the deal and paid it off with no interest. By the time all of this was caught and handled and they started the investigation I overpaid $747 dollars on these tires. I live paycheck to paycheck. I need that money back. I held up my end of the deal and made my doubled weekly payments. I paid it off fair and square. I have all of the documents and paperwork to prove that it was paid off correctly and RNR Tire Express is at fault.

  Business Response

  Date: 10/04/2023

  Hey, we have recently spoken to the customer. He understands where the miscommunication was coming from. The miscommunication was caused by the customer not actually calling the store, but instead reaching out to a specific individual that no longer have any association with this location. After going over his agreement we came to a common understanding that he did in fact over pay. The customer and our store agreed to a specific amount to issue him a refund and the issue had been resolved. 

  Customer Answer

  Date: 10/06/2023

   
  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:09/18/2023

  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.

  I had a rental agreement with Rent n Roll in *********************. I was late on my payment and called the store and talked to someone and told them I was returning the tires next Saturday. The gentleman agreed and i thought we were fine. Yesterday, they came to my house close to after hours and proceeded taking my wheels off the vehicle and putting them in their truck. I called the store and told them the gentleman said I could return them next Saturday, and the manager said he did not know who told me that. As a former store manager of a Rent a Center I know they are supposed to keep daily phone logs on every customer. They could have went to the computer and find out the whole conversation, but they tell me they have no way of knowing who told me that? The rims are mine. They tell me they have no used tires to replace the tires with. As a tire place they had to have had tires on the property they could have put on the rims instead of leaving me with nothing. Now I have no way to work, and I have kids to feed. I feel they were very unprofessional by not keeping call logs and the way they handled this. I even volunteered to give them my pay card because I get paid Thursday and they told me no. The text I got said I owed $211. They now say I owe $334. How could that have went up that much in a couple hours?

  Business Response

  Date: 09/18/2023

  -My name is ****; I am the regional manager over the area. 

  The store has dropped off the clients' wheels today (9-18-2023).  I have tried to call ***** at ************.  The phone line is disconnected. 

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20614076
  
  I am rejecting this response because:
  There should have been replacement tires . I lost my job because I had no way to work. Yes my phone is down until Thursday. We even offered to give them a card to take the payment from but they wouldn't take it. Now my family has no income 
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/25/2023

  I have left a voice mail for *********** 9-25-2023 at 11:40 am.  I have a set of tires i can give him for replacement.  

  Customer Answer

  Date: 09/27/2023

   
  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:09/15/2023

  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.

  You cannot communicate with this business. Its like no matter what you tell them they think you aint going to pay. Sometimes things happen where you might not have a debit card at the moment? How is it fair when you explain yourself they still make you pay a late fee. Another thing when you have a problem they start to threaten things which nobody appreciates that at all. The only thing Im trying to do at this moment is not have any more dealings with this company. I have paid over ***** for rims and tires I think that is very well enough to just get them to leave you alone. They see you coming with an outrageous interest rate but then the amount of disrespect is uncalled for.

  Business Response

  Date: 09/26/2023

  We offer customers an in-house payment program via Lease Agreement.  The customer may choose between weekly, biweekly, semi-monthly or monthly payments.  All payments are made in advance.  At the end of each lease term a customer may choose to renew for another term, return the property with no further obligation or exercise their early payoff option for a 50% discount off any outstanding balance.  The lease agreement does state that if the customer fails to renew on or before the due date, there will be a reinstatement fee.  Store personnel do not have the ability to waive this fee.  We understand that life happens, and customers occasionally run into issues.  We routinely work with customers to help keep them on track toward the path of ownership.
  We apologize that there may have been potential communication issues with someone at our store location.  We invite the customer to call or visit the store and have a direct conversation with the Store Manager.  We will do everything reasonable to resolve the issue. 

• Initial Complaint

  Date:09/11/2023

  Type:Billing 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 got rims and tires form rnr and setup monthly payments, supposedly they messed up and didnt get a down payment and said that I was required to pay a 2 weeks payment of 703$ and threshing my 5 month pregnant fianc. I have all text proving it

  Business Response

  Date: 09/11/2023

  The manager of this location has made multiple attempts to get ahold of this customer to no avail.  If the customer would please contact **** at the store, we can get this resolved.

• Initial Complaint

  Date:09/08/2023

  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 entered into an agreement for tires from this company. During the payment agreement, I was overpaying every other week for my tires. One of the payments the company took out was way lower than what I was supposed to pay and the employee said "I over paid" and didn't change the charge. I ended up paying MORE than I was supposed to by the end of the 120 days even with that. I called them to confirm that my contract was done and they told me I owed $500 MORE. I was like absolutely not. I called several times and was blown off. I finally show up and ask for a copy of my payments and my contract. They took out my last payment four days after the 120 day period THAT THEY SET UP. I verbally revoked my payment authorization from them. I watched the employee unclick the box and he apologized for the mishap and he would have his superiors look into it. They texted my husband today saying my account is delinquent and TOOK MONEY FROM MY ACCOUNT, WHICH I VERBALLY REVOKED THE AUTHORIZATION FOR.

  Business Response

  Date: 09/19/2023

  The customers concern was that they had overpaid on their contract. Upon further investigation it was discovered that the customer had been paying the minimum payments causing them to miss the 4 months same as cash early pay out option. In communicating this with the customer we decided to close out the account for the ************************ due to any confusion during the contract signing process. We do apologize that your verbal request to revoke reoccurring was not granted. We do require a written request to revoke reoccurring privileges.We are sending $97.33 as a refund to the customer for not being explained the contract properly.

• Initial Complaint

  Date:09/06/2023

  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.

  so my husband and i have used this buisness for many years so when my daughter needed new tires i sent her to rnr in ****** ,first off they were suppose to set up bi weekly payment which they did not ,i was gonna pay them for her ,i called and spoke to the lady over acct about doing it monthly and told her when i got the full monthly payment i would call back and set it up til then we paid weekly.and i did then on Aug 14th she takes ****************************************** overdraft up to 900 dollars ,my husband has stage 4 cancer and i was taking care of him and did see it or a week ,i had no reason to think my act had been made so when i see it and call u bet i was furious they treated me like c*** ,telling me there was a note on the account so basically too bad ,we have always paid off our accts im not a crazie person i would not authorize a payment knowing i would not have the money to cover it ,i dont know why she would put it on there i was paying weekly ,i was very irate my acct was ****************************** and then i spoke with ****** who should be fired he gonna talk to me like im stupid tell me act professional,im not the professional they are he gonna count down from 3 and hang up on me ,they said they would refund 250 but too bad on all authorization to take money out like that ,mt daughter is young and i was trying to show her what a good buisness yall have but i am so upset i didnt deserve tp be treated like that we deal with ****** ,****** would not tell me how *** contact a regional manager ,i asked ****** to do that but i never got a call this is wrong just because she wrote that doesnt mean too bad for my family,it put my family in such a bind because i had to cover it.

  Business Response

  Date: 09/06/2023

  We have spoken to the customer and will handle this on our end.  Thank you!

• Initial Complaint

  Date:09/01/2023

  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 spent in the ball park of 2000-3000 earlier this year after I received my profit sharing check from my job I then took my car to RNR tire shop in ****** ******* to have work done on my front end along with brakes the work was done wrong and my ball joints are popping every time I hit my brakes and I'm scared me and my son will be hurt in the result of RNR not fixing the work under warranty I would at this point like my money refunded so I can have a reputable place do the work I currently can't find my receipt but I have phone records and bank statements showing I paid them for this work and its under warranty they continue to tell me they don't have a mechanic to fix it my phone number is ************ and my address is ****************************************************************** Zip Code ***** Thank you and have a blessed day!

  Business Response

  Date: 09/06/2023

  Upon Further inspection the customer had tie rod ends, brakes, and sway bar links replaced at our store. The control arms were never installed or billed for, upon further conversation with the customer there was a disconnect in the line of communication causing this to become an issue. To resolve the issue with the customer we are replacing the control arms at no cost to the customer. The brakes are working mechanically sound the issue with the brakes is a faulty Wheel Speed Sensor causing the Anti-Lock Braking system to fail. The customer is aware and agrees that brakes will not work properly until this repaired and agrees it is not at our fault.