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 Custom Wheels

  8321 Midlothian Tpke N Chesterfld, VA 23235-5119

• 

  RNR Tire Express

  1418 E 30th Ave Hutchinson, KS 67502-1224

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:07/15/2024

  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.

  Well I am late on my payment not even 30 days late and I am going to pay late fees they are harassing me and threatening me with police's saying that is a theft case and I know it's not it can only be a theft case if it's over $500 or more and my tires are only payment left is about $467

  Business Response

  Date: 07/22/2024

  To whom it may concern, 

  ******************* is currently 21 days past due with a past due balance of $230.61. She is set up to pay monthly. The total remaining balance of her agreement is $859.27 + the past due balance, or there is an early payoff option of $483.77 + the past due balance.

  The last payment we received from her was on June 6. 
  

  As we are holding up our end of the rental agreement, we kindly ask that you do the same: if you cannot pay, you can return our product. (And as our agreement states, should you not pay: we can file charges, repossess our product or as I stated above, you can return our product.) 

  Regards, ******

• Initial Complaint

  Date:07/09/2024

  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.

  Friday I bought a tire from RNR express on W. Main st in ****** for $160 they showed me tires around the shop and said that they would be good tires when putting it on on of the workers tried to alert another employee that the tire was bad but he still put it on my girlfriend was the one who took it back up there after waiting for about 5 hrs to even get service to replace the tire to only have another tire that wouldnt hold air so today 7/9/2024 I returned to the store to tell the manager what was going on with the tire and his attitude was nasty he said that the tire was as is leaving the store and that even tho he sold me this bad tire that didnt get me home he would not replace it nor would he give me my money back he said with these words I dont have to do anything and Ive called around looking for a lawyer or anyone who could help me resolve this Im a father or 8 children and we have one vehicle to go on he put me and my family in danger and to top it off came up with no resolution to help me after taking my money and putting me in a bad situation I would appreciate it this could get resolved quickly

  Business Response

  Date: 07/09/2024

  Good afternoon 

  I spoke with the customer when he came in today. I introduced myself and told him I was the store manager and how  could I help him.

  He let me know that his tire wasn't holding air and could we check it. The customer also informed me know he purchased the tire and paid cash for it last Friday 7-5-24. I was off from work that day.

  Our regional Mgr was here along with our sales that day. The customer was informed that all cash sales were final and there were no refunds or returns. The sales and regional did explain that the better option was to put the tire or a set of Tires on rent because our rental coverage provides protection for situations such as this. Anything bought cash is a final sales which customer agreed to Friday.

  Also, the sales tried to show the customer another tire but he wanted the one that her purchased. The Tire Tech made sure tire was holding air before he left and the tire was properly installed, which is was apon inspection. 

  Today, 7-9-24, myself and another tire tech checked the tire together and thr customer had a Bent rim that can cause tire to not hold air alongside with a slip in the sidewall that wasn't there apon install.

   

  Customer claims attitude was nasty. Instead, I asked customer questions to get information as I was not here. Customer then proceeded to tell me that I "MUST" refund him his money. I In turn told the customer that I wasnt obligated to return money in a cash sale but that we would inspect the tire to see what was going on, as the tire tech and I indeed did check the tire.

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21963737
  
  I am rejecting this response because: the statements made from him are inaccurate furthermore the item they sold me was faulty he stated my rim may have a bend in it which it doesnt the rims are in fair condition the tire was in bad shape before being put on and should have never been put on as stated by another employee but he totally disregarded what was asked and put it on anyways and the fact that the manager is ok with this just to leave me with a bad tire shows how much he actually cares about the customer and his job he was unhelpful disrespectful and something needs to be done I could have kept my money if I knew this is how they were gonna treat me the lady ******** was very respectful and helpful but some of the other staff just was careless and inconsiderate 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/16/2024

  We stand by our original response.

• Initial Complaint

  Date:07/01/2024

  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.

  Hello. This is in regards to account number ************ appears there was a mix up at the ***********, ******* store where I purchased a new set of (4) tires. I was setup in the (120) days same as cash on a (weekly) Max ******* of ($98.93).I also paid ($100) down. The ($100) match was not offered because I already had an active account for ************************** at a week ******* of ($32.02)***I was aware of this when I purchased the tires. It seems the account manager had made a simple mistake and had put me down as making the minimum ******* to her words exact since Ive already called the stores and brought them documentation from my bank.According to my bank records I have paid 1($100) *******, and (19) *******s at ($98.94) for a total of ($1980.62).My account shows it was also supposed to expire June 9, 2024, but I had two additional *******s taken out. Plus I paid more on the monthly *******s than required. I would really appreciate a refund on the money returned and I am in desperate need of it at the moment. I would like to remain a returning RNR Express customer if we can come to a resolution. I have give the account manager my bank statements that have been singed and stamped by my bank and your accounts should also show the same transactions. I have called the customer service line and left two messages with a return number. I havent heard anything from the store other than they are waiting on corporate. If you would could please respond to this email or please call me, I would very much appreciate it.

  Business Response

  Date: 07/02/2024

  Dear Mr. ***************** hope this message finds you well. We are writing to address your recent complaint regarding the overcharge you experienced at our store. First and foremost, we sincerely apologize for the inconvenience and frustration this has caused you. We deeply regret that your experience did not meet the high standards we strive to uphold at RNR Tire Express.
  
  Upon reviewing your account and the circumstances surrounding the overcharge, we have identified the error and have taken immediate action to rectify it. A cash refund for the overcharged amount has been issued to ensure that you are not financially impacted by this mistake.
  
  We understand that your trust in ** has been affected by this incident, and we are committed to regaining it. We are currently reviewing our procedures to prevent such errors from occurring in the future. Additionally, we are providing further training to our staff to enhance their attention to detail and customer service skills.
  
  Your satisfaction is our top priority, and we appreciate your patience and understanding as we work to resolve this matter. Should you have any further questions or concerns, please do not hesitate to reach out to us directly. We value your feedback and are here to assist you in any way we can.
  
  Thank you for bringing this to our attention and giving us the opportunity to make things right.
  
  Warm regards,
  
  ************ Lanke  
  General Manager  
  RNR Tire Express  
  ************

• Initial Complaint

  Date:06/11/2024

  Type:Customer Service 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 tires in July of 2023. I have been making payments biweekly and yes, I have gotten behind a few times due to life circumstances and with me being a single mother. I have paid over $1800 towards my tires, if not more, and every time I fall behind, they are refusing to "work with me" on this matter or provide the full accounting for my account. I have been threatened with retaliation and told that they would "**** me down" at all costs?! I am going to file a police report and I have already with the AG's office on this matter.

  Business Response

  Date: 06/11/2024

  We have reviewed this complaint and value the opportunity to respond.  According to our records, the customer needed to pay $53.70 weekly, or $107.40 biweekly in order to pay the agreement off within the 6 months Same as Cash that we advertise.  However, the customer, when she paid, only paid the minimum payments  (plus late fees), which does not pay off the agreement in the six month time frame.  The lease to own contract is for 18 months.  According to our records, we have helped this customer especially when she had situations come up.  On one occasion we accepted $15 for a payment and on another occasion, we accepted $12 for a payment.   Attached, the customer will find their original contract, understanding of minimum payment vs payment needed to meet the 6 months same a cash sheet, and pay history. 

• Initial Complaint

  Date:05/22/2024

  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 been paying rims for right at a year so total was 3250 I have my invoices never was I explained the option for minimum payment so I always did same payment so I traded vehicle before I traded I asked RNR I have text messages telling them come get rims so today they text very rude say they take actions etc but I told them go ahead take actions bc Im not paying another dime then every other week payment change how much due and stay at 1000 or 1200 but Im not paying anymore I told them get rims they refused Im not responsible they rude and never did get a tire rotation replacement for bent rim tire on wrong never was fixed problem

  Business Response

  Date: 05/22/2024

  ********* texted my phone on May 9th, 2024 at 7:03 AM letting me know that his Crown VIc was " Gone at a place, blowed gaskets all. Car quite on me, yall can go get rims off" He stated the car was by Memphis and sent me the address I told the customer that he was still responsible for getting the rims to us in a situation like this and I explained to him that he is still responsible for getting the rims to us per the contract and that he was still liable for the rims. Customer has since traded the car in and refuses to pay on his account, which is a breach of contract to trade the vehicle in with our merchandise on it.

• Initial Complaint

  Date:05/17/2024

  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.

  First I have done business before with these guys had no problem. I have now a bill with them I pay every 2 weeks for car repair (brakes/rotors). I found I have to have back surgery 5/22. I was told 4/18. I immediately called and told them about this. And I was point blank told Im not helping you or holding this account for you. I expect to be back to work late june and can pick back up with payment at that time. This is simply crazy. Life happens. I just want them to make this possible. Im going through enough as it is.

  Business Response

  Date: 05/20/2024

  The regional manager will be contacting Mr. ******** this afternoon. We will happily work with him during this difficult time while he is out of work. 

• Initial Complaint

  Date:05/10/2024

  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.

  This business, which leases to own tires, an item that wears, told me when I paid ************************************ ***** would be 173, when I show up in ***** a new girl at the counter said it was 235 not 173, she snapped at me I don't know who told you that. I'm ******************************************* ***** unemployed for the first time since 2011. I walked out. No bill was sent to me in ***** or early May. When I called May 9 I was prepared to pay over the phone, I was told the bill was now 18 months instead of 1 more month and that I could get out of that for 651. They can keep their tires, I will not be extorted.

  Business Response

  Date: 05/14/2024

  As a standard practice, our employees do not snap at customers but professionally and respectfully explain the status of the account. ************** was texted and called with a reminder about his due payment for both April and May. The account then rolled past the 6 months same as cash time period. The customer then returned the product, so the payment is no longer owed. 
  

• Initial Complaint

  Date:04/24/2024

  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.

  They came to repo there tire which I have no problem with the problem I have is they took the rims as well as their tires from my car and left my car seat on cinderblocks under rotors which damaged the rotors and probably my brake system. I havent had time to take a good look at it.

  Business Response

  Date: 05/06/2024

  Good afternoon, 
  
  Our remote team normally doesn't have the capabilities to remove rims from tires on site and has to take them back to the store to separate the personal property from the merchandise. If you are interested in getting the personal property returned, please reach out to the store at **************. They would be happy to assist in a good pick-up time for those. 
  Thank you!
  
  

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21613272
  
  I am rejecting this response because:they are try to cover up untruths The reason I say that is because they can come out take the tire and fix it alongside the road so they have to have someone breaking the beads
  
  Sincerely,
  
  *****************

  Business Response

  Date: 05/13/2024

  The customer's wheels were dismounted and returned promptly after the rented tires were returned to store. 

  Any further questions, please contact the store directly ************. Thank you. 

  
  

• Initial Complaint

  Date:04/24/2024

  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.

  In February of 2024 I purchased/ entered into a rental agreement with the RNR tire express on *********** in *******, ******. I leased a full set (4) Strada rims and Nexen tires from this location. Going into it the original deal I was told I would be receiving was a full set for $20 down payment. No where in the ad or while I was speaking with the representative did they inform that this was the 1 week price. But I went ahead and paid a total of $136.00 down payment. While attempting to fit my car with the new rims I personally observed not one, but 3 different employees forcefully try to mount different rims on to my front passenger wheel hub. I mentioned this to the *** who was doing my paperwork and my concerns were shrugged off and dismissed completely. Not a full 30 days later, while driving on the highway going 75mph the front passenger lug bolts snapped off and the wheel began violently bouncing and beating against the inside of the wheel well causing extensive damage to the front end of my ***** Malibu which previously had no damage whatsoever. I informed RNR about this incident and got no response. So I ceased payment, due to their lack of concern and failure to even attempt to rectify the situation. Today they came and repossessed the rims and tires and left my vehicle completely disabled in my driveway. I approached the 2 employees one being a female named ***** and another who was male. Neither one had even the slightest hint compassion considering the very potentially deadly consequences of their less than professional installation that resulted in my vehicle being damaged and to further the matter, the male rolled his eyes and stated this type of s*** always happens when we take stuff back from broke a** people like this. Not only was the comment unwarranted but also very unprofessional and disrespectful. I then called the store and requested to speak with the manager and was told he would call me back. No such call has taken place.

  Business Response

  Date: 05/01/2024

  On February 8th, 2024 ****************** entered into a lease purchase agreement with us for a set of wheels and tires. Her next payment was due on March 8th, 2024. She committed to the store to make a payment by March 28th. She failed to make this payment. On April 6th she contacted the store and communicated that she was out of town at a funeral. Later that day she said she was in an accident. She was unable to provide any information related to it, including photos or a police report. She supposedly had the vehicle repaired with no communication with us. On April 18th she did not communicate and did not make a payment. At this point, she has gone over 6 weeks without making a payment and without providing proof of an accident.
  
  We take customer safety very seriously. We have the video of the installation, including having ****************** in the shop showing her the first wheel she wanted and that it did not properly fit. We always do a test fit before installation of new wheels, and if it does not fit properly, we don't move forward with the installation and we don't force the wheel. The wheels she ultimately chose fit great and were installed properly. When we picked up the product on April 20th, tires the wheels had no indication of damage. Given the statements she made about the extent of the damage, the wheels would show the resulting damage.
  
  We spoke to the customer on April 25th. On April 29th ****************** sent photos of her vehicle and included a photo of her vehicle after the supposed accident from April 6th. It is clear that the vehicle in the photo is not the same vehicle on which we installed wheels and tires, and is not even the same vehicle as the other photos in the email.
  
  Unfortunately, we do not believe ****************** is being truthful about the accident and is trying to use it as a way to scam our company to pay money, and at the very least, get wheels and tires without paying for them. We do not believe it is in our best interest to do business with ****************** given these circumstances.

• Initial Complaint

  Date:04/22/2024

  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 Saturday April 20th 2024, an unfortunate incident occurred with a rent-to-own tire company. Despite only missing two weekly payments, the company repossessed not only the tires but also the wheels/rims from my vehicle while it was parked at my residence. This left my vehicle resting precariously on center blocks in the parking lot. The wheels/rims that were taken were not provided by the tire company originally. Rather, they were the factory-installed rims that came with the vehicle when I purchased it. By taking these rims which were my personal property, the company has essentially committed grand theft of my belongings beyond just the rented tires. This was an overstep of their repossession rights and a violation of my consumer rights as the vehicle owner.Each wheel costs $250, which they need to replace the stolen wheels, or pay to replace them.

  Business Response

  Date: 05/06/2024

  *************************** started his account on October 23, 2024. He signed an agreement for 4 Tires. . ********************* was late on his payments 70% of the time but we continued to help and accept his delinquent payments with good communications. Starting on March 1, 2024 ********************* account became delinquent and he never got his account current. On March 30th, , 2024. ********************* stopped communications with us and we attempted to contact him 10 times via, Phone calls and Text messages with no responses between 3/30/2024 4/20/2024. We had no choice but to repossess the equipment. We rarely have to do this. Once repossess we heard from ********************* and informed him to come pick up the wheels if he wants his wheels back, however, per his contract we are not responsible for returning his wheels. ********************* came to our store and picked up his wheels on April 25th , 2024, and talked to our GM ******************* on that day. The original agreement that *************************** signed does state and he initialed and signed this specific disclosure., If it becomes necessary for RNR Tire Express to recover its wheels and/or tires, which may be attached to wheels and/or tires you own, you may recover your items at the RNR Tire Express store location at your earliest convenience. In no case, however will RNR Tire Express be responsible for such items not picked up with 72 hours, , ********************* account has been close and his payoff balance at this time was $602.50 and ********************* did come to store and picked up his wheels.