Business Profile

Tire Dealers

RNR Tire Express

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Complaints

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

Customer Complaints Summary

210 total complaints in the last 3 years.
84 complaints closed in the last 12 months.

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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:11/18/2024
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 did a rent to own on a set of tires and went back a couple of months later to get rims. The last 6 months has been incredibly hard on my family. My father in law has been diagnosed with 2 types of cancer within 4 months and has had 2 surgeries, one round of radiation and another one coming. My son was in a vehicular accident and fractured over 40 bones in his face. He spent 8 hours in surgery at childrens. Weve also had Covid. We have had to miss some work but had still been making payments as best we could. The office initially worked with me ok, but then it changed. I was behind a payment on each and had a payment due today. I had a phone call that I missed from *** asking to make the payment. This phone call occurred about 2.5 hrs before they were putting our truck on blocks and we live over an hour away. I called to make the payment. That wasnt good enough because they had worked with us in the past. Then she said a $500 payment will stop it. Then spoke to higher up management and they wanted their merchandise back. I had $310 cash on me and some in the bank(enough to make my 328 payment) and was going to borrow the rest. I did not get a chance to make the payment before they came. And on a Saturday, when theres absolutely no way to have anything done. And REFUSED my payment that would catch me up to date.
Business Response
Date: 11/22/2024
***** ******** was 21 days past due when the merchandise was picked. She had broken her commitment to pay the remaining past due amount,therefore the store decided to repossess the merchandise. We gave her an extension on both payments when she explained to us her difficulties with her father-in-laws cancer and her sons accident. The first extension was approved on 2/16/2024 for 21 days when her FIL was diagnosed with cancer. The second extension was approved on 8/23/2024 for 21 days when her son was in the accident. It is unfortunate that her account has ended with a repossession, I would be willing to give her the merchandise back if she pays the past due amount and will start communicating with her account manager. I will leave that decision up to **** since his team will be the one having to collect the payment if she is late again, and with a 40% on time pay history that is most likely the case.
Customer Answer
Date: 11/22/2024

Complaint: 22566662

I am rejecting this response because:
I tried to make my payment plus an additional $175. No ones giving me back my merchandise. The whole situation was handled inappropriately.
Sincerely,

***** ********
Initial Complaint
Date:11/14/2024
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.
I totaled my car on 7 oct. 2024, I received all paperwork on 21 oct 2024 and sent copies to RNR email on 22 oct 2024. I went in on 25 oct to sign paperwork and, they're still expecting payment, as of last week. I called and the manager was supposed to call me back, 2 times and he hasn't called back, this is not fair, the accident wasn't my fault and, I can't afford to keep making these payments, i did my part.
Business Response
Date: 11/22/2024
I have called and spoke with the store manager and reviewed all the paperwork submitted by the customer. We have received all the information required from the customer to close out the account. The ************************ is no longer responsible for payments on this account.
Initial Complaint
Date:11/13/2024
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.
I have made payments that equal to $1561 on a set of tires. They were also supposed to include free alignment, but I've been to 3 RNR stores that can't align my truck, because it is too tall or too wide. I believe that should have been stated before I got the tires. I would mainly want my money back or to not owe anything else on the tires. I've bought a set before, that I made payments on but I found out that the company was taking money from me and not crediting it to my account.
Business Response
Date: 11/25/2024
We have tried to reach out to the customer to resolve the issue with no reply back.
Customer Answer
Date: 11/26/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I have not recieved any emails, text messages or phone calls. my phone number is ************ and my email address is *****************************.

Sincerely,

****** *********
Initial Complaint
Date:11/11/2024
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.
This business has taken money off of my debit card twice now without permission. I do not have an account with this business. I have walked in their store and made a payment but have never let them save my card information or continue to take money off my card.
Business Response
Date: 11/21/2024
I have responded this issue with the customer and resolved this on their end at the store level
Initial Complaint
Date:10/31/2024
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 did a 6 months same as cash lease with *** in ********** MS.They set up autopay in store on February 23 2024. The buyout date was 8-21-2024 for a total of ******* to be paid for the tires I have. I have bank statements showing where RNR took 2488 out of my account with the last payment being taken out and posted on my account on 8-19-2024 before the 2 day buyout. I was receiving text messages every week before my payment would come out and at the end of august I called them and they said my balance was paid in full. I have not received any text messages from them until October 24 and they said I owe them $2121 dollars and said my account was not paid. I went to store on October ************************************************************************************************ that I had not made all the payments but would not show me where I missed one and then he said they were putting money in another account. I was not aware of my money that i agreed to pay for my lease agreement to be supposedly put in another account I have documentation on the payment to be made for the lease to be paid on time and all payments were made on time. I have tried to contact corporate with no response and am looking for some insight on the issue. They are now texting me telling me to return the merchandise to their store which I have already paid for.
Business Response
Date: 11/12/2024
Customer went past six months cash wasnt happy. And return to stock. Customer did not allow us to talk to him would leave throwing a fit or call or we would call him. Talk to us for two minutes and then say he had to go, and he would call back he did that about three or four times and then he just returned to stock never really got a chance to sit down and talk with him.
Customer Answer
Date: 11/12/2024

Complaint: 22493373

I am rejecting this response because: I went in the store to ask how my payment went over 6 months. The payments were set up on direct draft coming out of my account. The bank statement is there. The payment buyout amount in there. It was paid. I understand that I will not receive fair compensation but RNR is running a scam and they are not used to people calling them out on it. They said they were putting money in a floating account instead of putting it towards the principal of the amount that I owed. Because the money was being taken out of my account every week and nothing was taken out past August 19th. And I wasnt notified that I was 3 days late until the end of October. Where was that money coming from that was paying the payment if it wasnt coming out of my account? Also I made several attempts to contact corporate with no response from them so I was pretty much just in the wrong when I entered the store.

Sincerely,

****** ********
Business Response
Date: 11/19/2024
The float account was used to make minimum payments due to the fact that the card on file was declining for the six month same cash price. since the minimum had to be pulled from the float during payment cycles, as stated in the agreement minimum payment does not suffice the six month same as cash. As for you being contacted to let you know you were late. we have many logged attempts to reach you, in this case, the consumer does have a responsibility in paying his or her debts. Your dependency for us to contact you for you to be on time is inaccurate. you will find in your signed agreement, your acknowledgment of our six month same as cash pricing policy and your acknowledgment that the minimum payment does not suffice your six months same as cash. We appreciate your business.
Customer Answer
Date: 11/19/2024

Complaint: 22493373

I am rejecting this response because:

Sincerely,

****** ********
Please show where logged attempts were made to reach me. As for the card declining. I got a new debit card thank goodness after the date where I was supposed to be paid out on payments set up in store. Please show me a late payment before my buyout date was up. I will wait. There was not one. All this was was a way to make me go over the 6 month same as cash date so I would have to pay more. I dont have a problem paying for something. You can check my payment history. And the sad thing is I would have been a repeat customer. But glad I learned my ****** with you guys. You do this to very many honest people and yall will be out of a job considering the customers pretty much sign your paycheck. I have spoken my peace. I cant see the documents that were uploaded but feel free to send any documents logging where you tried to reach me until the end of October about my account. Thanks for your business
Initial Complaint
Date:10/23/2024
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.
On Saturday, September 28, 2024 someone at RNR in Rogers, AR deducted money from my payroll card five times within two minutes: $1.00, $25.00, $20.00, $5.00 and $8.00. Between 9/23 and 9/28 there was no further contact with anyone at that location. I certainly never gave anyone permission to deduct funds from my payroll car or it would reflect one payment, not five. Of course, I also have proof of those deductions.

Perhaps they felt this particular type of illegal activity would get them in less legal trouble that removing the tires from a vehicle that David Worley does not own. I honestly don't know what they were thinking. All of this could have been avoided if they had allowed me to work with the owner of the vehicle to get the tires.

See attached letters for further explanations in Mr. Harps writing.
Business Response
Date: 11/05/2024
Good morning,
We have reached out to this customer to see if we can help resolve the issue.
At this time, we have had no response. If the customer would like to speak to
us about the issue we are happy to speak to them anytime at our customer
concern number: (813) 977-9800.
Please let us know if there is any other way we can reach out to discuss this
matter. Thank you!
Initial Complaint
Date:10/22/2024
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.
They took money from my account without me authorizing anything. I called to get a refund and they refused.
Business Response
Date: 10/29/2024
I spoke to this customer last week and in the process of discussing the situation, she told me she had to call me back, I have not heard from here since that time.
Initial Complaint
Date:10/21/2024
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 purchased 4 tires on a rent to own agreement. My understanding that it was 6 months same as cash. 8/31/24 of $913.14 was my 8 month time frame and full payment. Now I am being told that is/was not the agreement and the total charge is $1700+, which is well over $400 per tire, and they are coming to take my tires. I have never had this experience. I did not know places used such tactics on people. I fell on hard times from a bad case of covid and my credit is rebuilding. I am a 72 yr old woman. I pray that something can be worked out. I will never allow this to happen to me again. This is highway robbery. I can see the $856+ (listed and circled on the receipt) which comes to $200 + a tire, but $1700. I thought my payment was done. I need help!
Business Response
Date: 10/21/2024
I am pulling her file and will review - upload and answer within ***** hours. Just wanted you to know I have the complaint,
Business Response
Date: 10/22/2024

The rental agreement below does not indicate a 6 months same as cash price. The cash price out the door the day of the agreement was $784.00 plus tax. Mrs. ******* was set up to make biweekly payments of $57.51 (see line 3) which includes rent of $44, club fees $10, and sales tax. The total cost of ownership is $1729.27 if she does not exercise the 50% early purchase option.

The Early Payoff as defined in line 7 as of today is $677.72. The agreement and the details are clear, and I will gladly meet with Mrs. ******* and explain where every payment was applied. As a courtesy I am willing to accept a one time payment of $400 to pay the account in full within the next 10 days.
Customer Answer
Date: 10/22/2024

Complaint: 22443158

I am rejecting this response because: The payment that is listed is not what I have been paying. I made a down payment of $60.00 on 2/28/2024, and paid $66.03 biweekly (as agreed) so that I could pay it off in 6 months. My last payment was $61.77 on 8/31/2024 which was what I thought was my last payment. If that were not the case, why would I have paid that amount biweekly. Just to get rid of this awful mess. I will do my best to get $400.00 so that I do not have to keep contact with this company or any of it's employees.

Sincerely,

****** *******
Business Response
Date: 10/23/2024
We will gladly meet in person with a printout indicating every payment processed in our system as compared to the customers bank statements. I am sure that all monies will be accounted for and applied to the agreement. My cell is ************ you may call me to set up a time to review or to make the arrangements of my offer to pay out.

Thank you,

***** ******
RNR Tire Express
Customer Answer
Date: 11/01/2024

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,

****** *******
Customer Answer
Date: 11/26/2024

Complaint: ********

I am rejecting this response because:
There is a previous complaint: ********. The agreement was if I paid $400.00 that would be my final payment. I went into the store on Nov 2, 2024 to pay that amount and the system had been down for 2 days. I did not want to pay over the phone due to my distrust of their policies. When I get off of work they are closed. The following Saturday Nov 9, 2024 I spoke with ****** and gave him my payment, as I could not drive due to vertigo. I requested a *** receipt, he stated it would be Monday or Tuesday as it was the weekend. Today is Nov 24, 2024 and to date I have not received a PIF receipt. It was not my fault that the system was down. I just want my receipt. I have sent numerous text to no avail.

Sincerely,

****** *******
Business Response
Date: 12/02/2024
The account is closed.
Initial Complaint
Date:10/18/2024
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 paid in store on my account and they illegally saved my card to their system and charged my card. I have one card on the account that I did sign for them to save on my account. This is the second time that this company has used sketchy tactics to affect my account.
Business Response
Date: 10/21/2024
RNR Tire Express has one card on file used for customers payment. attached is the signed consent form for the card authorization and the recurring payment signed consent for. Payment history has also been added to reflect all transactions including 13 delinquencies and 7 free days and given.
Customer Answer
Date: 10/21/2024
I actually have a text message from the account manager where they did save the card and she took it off when I complained to them. So what they told you is not completely factual
Business Response
Date: 10/21/2024
We would be happy to return the payment if you would like to use another form of payment to cover the payment and keep account in good standing. When would you like to make the payment so I can get that returned to you?
Business Response
Date: 11/04/2024
Good morning,
We have reached out to this customer to see if we can help resolve the issue. At this time, we have had no response. If the customer would like to speak to us about the issue we are happy to speak to them anytime at our customer concern number: **************
Please let us know if there is any other way we can reach out to discuss this matter. Thank you!
Initial Complaint
Date:10/17/2024
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.
Saturday october 12th 2024 I paid for rims and tires over the phone, had the car (2016 chrysler 300) dropped off by my mother. I paid $1506.82. Car was dropped off 11:30am. Did not receive a call or any sort of contact about issues from the business. 5 hours went by and my mother went to pick up the vehicle while i was working. They stated they didnt know that the 4th rim was the wrong one and would figure out a solution. There was no wheels or tires on the car. They sold me 4 rims and tires but only had 3 rims and 3 tires. Their solution was for us to take the car and be able to use it while they searched for a 4th matching rim. They never put my spare tire in my car. I had to go to the store 2 days later to ask where my previous tires were and they gave them back. They had stated the previous team working at that location did not do inventory well and they had a huge mess they were cleaning up after them. They did not take blame for not knowing what they were selling me. Days go by and there was zero communication from the manager. We asked several times for her bosses number so we can find a solution to the issue and she kept saying that her boss has our number and was going to contact us. (Apparently since Saturday). The manager finally called me personally after my mother asked if they had a solution or if her boss was going to ever contact her. They refuse to talk with my mother and only now will talk with me due to me being the one they did business with. When i mentioned just getting refunded for the whole ammount the manager tried saying i could get the refund for the cost of just the rims ($200). I immediately replied i need all my money back since the product and service i paid for was not fully completed and my time had been wasted. The lack of communication and not having contact with the managers boss is ridiculous and makes me think he does not know this location is doing bad business. If he does know then that is concerning.
Business Response
Date: 10/29/2024
We went above and beyond to help this customer when his vehicle was stranded on the side of the road. His vehicle was left on the side of the road and he contacted us to help him replace his tires. We went to where his vehicle was on the side of the road to install the new tires. Apparently while his vehicle was stranded on the side of the road overnight his soft top of this vehicle was cut intentionally by someone. This was so upsetting to him and he became so upset that our team members felt unsafe and uncomfortable working further on his vehicle on the side of the road. The vehicle was towed to our parking lot and left. We attempted multiple times to contact him about his vehicle, asking him to come to the store so we could service the vehicle for him. We were unable to contact him over a number of days. We are happy to help him, and want to serve him to the best of our ability, but we do ask that he work with our store directly.
Customer Answer
Date: 10/29/2024

Complaint: 22434527

I am rejecting this response because:
This is not the response for this incident, they RNR is talking about a complete different customer. I do not own a convertible or soft top. They didnt come to my vehicle, mine was dropped off. Our incident was about false advertising and them not knowing their own inventory and lack of communication and efforts to even try to make any compromise, i had enough and got a refund while being talked to like a child about how wheels are made and how it takes a special tool to see the difference between lug patterns even though my eyes work fine and can tell when one is a 5 lug and 6 lug they didnt know until after they sold it to me and then acted as if it was someone elses fault that they didnt have inventory checked properly
Sincerely,

****** *****
Business Response
Date: 10/30/2024
I apologize to Mr ****** We did issue a full refund to him for the wheels. We have also ensured it will not happen again at this location.
Customer Answer
Date: 10/31/2024

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,

****** *****

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RNR Tire Express is NOT a BBB Accredited Business.