Complaints

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

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  Tire Rack (The)

  7101 Vorden Pkwy South Bend, IN 46628-8422

  
• 

  Tire Rack (The)

  3300 WALTHAM WAY McCarran, NV 89434

• 

  Tire Rack (The)

  PO BOX 17480 Golden, CO 80402-6024

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/02/2023

  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.

  ** December of 2022 I purchased tires from tire rack, in March I had to file a road hazard claim and was reimbursed $40 of the over $100 charge. On 4/27 I was bringing my mother to a hospital for a pre op ******** for an upcoming major surgery, and came out to low air in all 4 tires. I had a tow to a shop and was advised the tires were unsafe to patch so I initiated a claim through the road hazard for replacement tires. When I started the claim I was presented a screen that states You are all done!To complete your claim:1. Purchase your replacement tire. Remember that for the best value, service, and free road hazard coverage, visit Tirerack.com.2. Upload your tire replacement receipt through this portal.3. Sign your installation repair order from a licensed tire repair facility, and upload it through this portal.4. Be sure to submit your documents within 60 days.That's it! Most claims are completed within 5 days of the date you upload your documents.You may check the status at any time by logging into this portal.VIEW YOUR CLAIMS so I submit the documentation and have been waiting and waiting for an update. Today I called TR directly and spoke with a rather confrontational lady, advised there has been no update due to me not submitting photos. She then transferred me to their claims department, and was again advised my claim is being denied due to no photos of damage. When I submitted the claim and started it It never prompted for photos, and they are stating it said so in the warranty. I never received anything about a warranty and what will be needed when submitting a claim. So I am out $1,500 for the new set of tires, ~$500 for mounting Balancing and an alignment, and the money for the tow. They asked me if I could go back and get photos. If I didnt have to call a week after I submitted the claim for an update I may have been able to but the tire place has already disposed of the tires. They are not willing to work with me and Im out a lot of money.

  

  Business Response

  Date: 05/03/2023

  We apologize for any inconvenience or confusion.  The *** portal indicates that four road hazard claims were filed, and four claims were approved for payment on 4/27/2023.  Payment should be received within 7-10 business days and will be issued as checks mailed directly from *** in Florida to the customer's billing address on file.
  Thank you for the opportunity to respond to this complaint.

• Initial Complaint

  Date:04/24/2023

  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.

  On April 5, I ordered 4 sets of wheels from Tire Rack for my car for $1028.87. I got them but then I changed my mind and decided to return them as the website allows. I returned them soon after being provided 4 return labels from you guys. The problem came in when I dropped all 4 of the wheels off and the tracking shows proof of this. And it even shows the weight of the packages matching the tires. However, the packages did not move for over a week even though I returned them and did everything properly using the provided labels via Tire Rack. I contacted them asking for a refund, and they did not provide me with a refund like I asked. They said they would forward it to one of their departments but I have not gotten a response for many days and I am still left here without a refund. All I ask is for the refund amount I was promised which is the full amount minus $76 for the restocking fee. I spent a lot of money and returned everything properly. I did nothing wrong but now I am out the money and out the tires. Now I have about a thousand dollars gone from me for nothing and Tire Rack is not helping me with this issue at all. The tracking shows I returned every item and the weight is there showing I returned it. There has been no movement in any of the packages for over a week and its likely that the returns have gotten lost which is not my fault. Please give me my money back.

  

  Business Response

  Date: 04/24/2023

  We apologize for the delay in getting the credit issued.  The packages are still lost with ***** and have not been returned to our distribution center yet.  However, since we can confirm the product was dropped off at a ***** facility, we'll issue credit to the customer and continue our investigation with *****.  The credit will be issued in 1-3 business days.

  Thank you for the opportunity to respond to this complaint.

   

  Customer Answer

  Date: 04/24/2023

   I am rejecting this response because:
  I want the refund/credit issued and then I will close this complaint. Until I am properly issued my refund and the credit is confirmed, I will close the case and finally accept the offer. I do not want to wait 1-3 business days. I have already waited for nearly 2 weeks. This situation is extremely frustrating and I never experienced something like this ever with ANY store. Until I am properly refunded, I cannot close this complaint. Once I get my refund I will be happy to close this complaint and never worry about this again. I believe this is reasonable because I have constantly been told to wait and as of now Im still essentially being told to wait. I want the refund and nothing else. Thank you.
  
  

• Initial Complaint

  Date:04/21/2023

  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.

  Tire Rack sent me a strut with a defective bolt.The bolt sheared off when the experienced, professional mechanic attempted to assemble it.Tire Rack is attempting to avoid replacing the strut, blaming the installer.

  

  Business Response

  Date: 04/21/2023

  We apologize for any inconvenience.  A replacement part has been sent as a an accommodation.

  Thank you.

   

• Initial Complaint

  Date:03/13/2023

  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 called the company to seek assistance with a claim. I then asked to speak to a supervisor or someone higher to resolve the issue. The young lady by the name of ***** refused to transfer me or let me speak to someone else and then hung up on me. I would like for someone higher up to call me.

  

  Business Response

  Date: 03/13/2023

  We apologize the customer isn't getting the proper assistance from ****************** - our road hazard policy administrator.  A member of our team will reach out to the customer and assist with the claim process on her behalf.

  Thank you for the opportunity to respond to this complaint.

  Customer Answer

  Date: 03/14/2023

   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.

  
  

  Thank you.

  Customer Answer

  Date: 03/30/2023

   I am rejecting this response because:
  
  This company has yet to resolve my issues with my extended warranty. I had someone reach out to me and I provided her with all the documents she requested once all documents were provided she stopped responding.
  

  

  Business Response

  Date: 03/30/2023

  We apologize if the customer didn't get ******'s out of office email response.  The situation has been assigned to another representative that has reached out to **************** to get the proper documents so we can work with the road hazard company on her behalf.

   

  Thank you for the opportunity to respond to this complaint.

• Initial Complaint

  Date:02/27/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Stay away. Worst buying experience ever. I was called by the warehouse workers asking about my order. He then said he found all 4 tires and was sending them out. I would have them the next day. Well I paid for an appointment to have someone come and install them. Tell me how I only got 3 tires even after the phone call and multiple texts. I lost my money on install and they could not give me answer as to what happened. Glad I spent 2k here to be treated like a**

  

  Business Response

  Date: 02/27/2023

  We sincerely apologize for the delay in getting the last tire to you.  *****, from our ************* team is actively monitoring the delivery and will follow up with you if there's any additional delays.   She's also increased the accommodation offered from $50.00 to a total of $100.00.  

  Thank you for the opportunity to respond.

  Customer Answer

  Date: 03/01/2023

   I am rejecting this response because:
  
  I have spent over 2k now in the price of tires and install appointments that I lost money on. I paid for all of this a week ago now and I still only have 3 tires.  Yes you gave me 2 credits.  Unfortunately, cars need 4 tires to roll.  So while the credits are nice, they do not solve my problem of 3 tires or the money and time I have lost by being a customer of this business.  Where is my tire? 

  

  Business Response

  Date: 03/01/2023

  We apologize again for the delay and the frustration.  The fourth and final tire arrived today - ***** left a message with ********* and sent an email to alert you that it had finally delivered, and was signed for by "******". 

  Thank you for the opportunity to respond to this complaint.

  Customer Answer

  Date: 03/02/2023

   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.

  
  

  Thank you.

• Initial Complaint

  Date:02/17/2023

  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 purchased tires in July of 2022. In February I had a tire lose air pressure and it was found to need to be replaced. I called tire rack to ask about the process. I was told what to do by the customer service representative. I then submitted the claim. The claim was denied for the tire not being authorized to be replaced.

  

  Business Response

  Date: 02/20/2023

  We apologize for any inconvenience, but the terms and conditions clearly state that preapproval is required.  We've issued a credit as a one-time accommodation.

  Thank you for the opportunity to respond to this complaint.

  Customer Answer

  Date: 02/23/2023

   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.

  
  

  Thank you.

• Initial Complaint

  Date:01/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tire rack has a road hazard warranty on purchased tires for up to 2 years. I have a sports car and keep two additional spare tire/rim setups in the ********* filed a claim and purchased another tire thinking they were going to reimburse me. I installed the tire at a much later date since I used my spare when the incident first occurred. They are now refusing to reimburse me claiming that the claim date/install date/purchase date must be the same. This is a misleading road hazard warranty and something needs to be done.

  

  Business Response

  Date: 02/09/2023

  We apologize for any inconvenience.  The customer filed a claim on an order that no longer has road hazard protection (past the two-year coverage period) which is why the claim is denied.  ****** from our customer care team has reached out to the customer to get a current install receipt so she can work with the road hazard company to get the claim covered but hasn't gotten a reply.  

  Thank you for the opportunity to respond to this complaint.

• Initial Complaint

  Date:01/17/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 22, 2022, I placed an order with Tire Rack for a set of Michelin tires and wheels. I have still not received any shipment from your company as it must have been delivered to the wrong address or went missing from the delivery location. As requested, I filed a police report to receive a full refund, but Tire Rack is refusing to reimburse me.

  Customer Answer

  Date: 01/17/2023

  *** ****

  

  Business Response

  Date: 01/24/2023

  We apologize for any inconvenience.  Our Payment and Verification Manager reached out to the customer last week to let him know that we would not be able to issue a refund without proof of the valid local purchase.  The police report request was made because UPS has GPS confirmation the order was delivered to the correct address.  We can consider issuing credit for this delivery denial claim with valid proof of local purchase.

  Thank you for the opportunity to respond.

• Initial Complaint

  Date:01/17/2023

  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 bought some shock absorber for my 2020 dodge ram, with TIRE RACK.COM AND ALMOST EVERITHING WAS PERFECT WITH ONE ISSUE, ONE OF THE SHOCK ABOSRVER IS BAD OR DEFECTED, for that reason I contact the company above mention , but they no want to exchange the bad shock abosrver.Date of buy 12/28/22 $699.60 Invoice #KC54670 I ONLY WANT THEY SEND ME A REPLACE OR EXCHANGE THE BAD SHOCK FOR A GOOD ONE, THEY WANT TO ME TALK TO THE MANUFACTURE OF THOSE SHOCK ABSORVER AND I DID, AND THEY SAID THE **** HAS TO DO THE CLAIM IS Tire rack. Com But those guys don't want to support me Please help to resolve this problem I jus need one shock absorber the other 3 was ok, the problem is one shock absorber I hope hear from you a.s.a.p

  

  Business Response

  Date: 01/19/2023

  We apologize the customer is having an issue with a product we sold him.  We've reshipped a replacement item on our house account at no charge.  

  Thank you for the opportunity to respond.

• Initial Complaint

  Date:01/09/2023

  Type:Sales and Advertising 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.

  Tirerack.com advertises free 2 years of road hazard coverage. I bought a set of tires and had a flat with one a few months later. Tirerack sent me to their claims department where I had to pay for a new tire and installation. I was then to submit both receipts for reimbursement. The new tire was $26 more than the same tire I had purchased a few months before. Also, I used a tirerack authorized repair shop to avoid issues with the reimbursement. Their services were double the repair shop I normally use just a block away. Since then the claims department has not reimbursed any of my costs. They have not stated why. When I emailed them they asked me to reply to the email with copies of the receipts. I did so and they confirmed they received them and updated the claim. They never have paid out the claim of nearly $250. This all began in September of ***************************************************** July 2022.I would like to receive my $250 and recommend Tirerack.com cease false advertisement of warranty coverage.

  

  Business Response

  Date: 01/19/2023

  We apologize for the delay in the claim getting processed.  The road hazard company has reported that they have approved the claim for the original price of the tire now that they have the proper install documentation.

   

  Thank you for the opportunity to respond to this complaint.

  Customer Answer

  Date: 01/26/2023

   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.

  
  

  Thank you.