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:09/26/2022

  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 four tires on September 1, 2020, from Tire Rack, for a total of $535.96, which was $133.99 per tire with a two-year warranty. In August of 2022, the car had a bumpy ride (something felt weird but I couldnt place it). I checked the tire pressure monitor on the car and it said that the tire pressure was normal. After the sensation started to get worse, I took the car to the tire shop on September 2, 2022. The mechanic told me that the tire was faulty and no good. I immediately called Tire Rack to file a claim. The customer service representative did not clarify the steps needed to take to officially make a claim and what that entails and neither did their website. I thought that the company would send a new tire to me but after about a week of waiting for the tire to be delivered I call back customer service to inquire about the delay. Thats when a representative told me that this is a reimbursement program and that I would have to buy a new tire from Tire Rack, get it installed, and send them the paperwork for the purchase of the tire and the installation payment in order to receive full reimbursement for the original tire, not the replacement tire. I then asked if I should start a new claim because the first claim had incorrect information and the representative told me to not create a new claim and that the representative will make a note on my file. I purchased a new tire on September 7, 2022, for a total of $183.57. The tire was recommended by the sales associate, in order to be compatible with the other three tires on the vehicle. On September 20, 2022, Tire Rack stated that my claim was denied due to the tire being replaced outside of the coverage term and that the loss did not occur during the coverage period. I want to dispute the denied claim due to the fact that their information was not clearly stated from the beginning and that the loss did occur during the coverage term/ period.

  

  Business Response

  Date: 10/06/2022

  We apologize there's some confusion with the road hazard claim process.  We're issuing a credit for $133.99 as a one-time accommodation from Tire Rack.  The original order of four tires no longer has road hazard protection as the policy is for two years.  Thank you for the opportunity to respond to this complaint.

• Initial Complaint

  Date:09/20/2022

  Type:Order 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.

  Road Hazard Warranty Issue. a 4 tire set purchase was made on a car in August 2021. Clearly shows TWO YEAR TIRE HAZARD THROUGH TIRE RACK on the invoice from ****** dealer. The tire got a flat while traveling out of town and with urgency had replaced by a nationally known **** Tire with exact same tire. The issue was a sidewall puncture (unrepairable). Paid $191.99 for new tire and was able to continue on with trip. Contact Tire rack and they say it's a dealer issue. Contact dealer and they say it's usually a Tire Rack Issue. Contact Tire rack again and they refused to honor their ***************.

  

  Business Response

  Date: 09/26/2022

  We apologize the customer has a road hazard.   The tires were not purchased directly from Tire Rack, but from the ****** dealer.  The dealer needs to contact the road hazard company directly on the customer's behalf - ****************** cannot.  The ****** dealer can contact our *********************** team for guidance if needed.  ***************************

  Thank you for the opportunity to respond.

  Customer Answer

  Date: 09/26/2022

   I am rejecting this response because:
  
  Again, my complaint is about Tire Rack failing to take care of the Hazard Coverage and "passing the buck"  I contacted the dealer already who told me not much they can do because it was handled by a different company and typically covered when replaced at the participating ****** Dealer. Tire rack rep on a phone call then told me its not their responsibility thu why I filed a BBB complaint.  The Road Hazard Protection is by TIRE RACK and This complaint was responded to by a Tire Rack representative who should take responsibility for their product and be mailing out a check, end of story!

   

  Regards, 

  EKO

  

  Business Response

  Date: 09/27/2022

  Again, we apologize the customer is not getting the proper assistance from his dealer.  Tire Rack provides road hazard protection on tires sold to our program partners and dealers, but they must be the ones to file the claims for their end users - Tire Rack cannot.

  We're reaching out to ****** to encourage them to assist this customer with their claim.  We did not sell anything directly to this customer so their complaint should not be with Tire Rack.  Please pull this complaint from our file as this is not our customer.

  Thank you for the opportunity to respond to this complaint.

  Customer Answer

  Date: 09/29/2022

   I am rejecting this response because:

  Tire Rack did not perform on their duty of Tire Hazard Protection Warranty.  The complaint should not "be pulled as the Tire Rack Representative has insisted.  The complaint should be left open so that other consumers can see the lack of integrity and support of the Tire Rack Road Hazard Protection policy.  The uploaded document clearly show it is a Tire Rack protection program that was purchased and clearly is their product. Leaving this complaint open for other consumers to see the failure of this program and their investment and  potential pattern complaints.

   

  EKO
  

  
  

• Initial Complaint

  Date:09/14/2022

  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.

  My first mistake was purchasing tires online from Tire Rack. On July 5, 2022 I ordered 4 *********************** tires for my wifes 2017 ** *****. Soon after they arrived, I had them professionally installed (and balanced) at my local Midas Store. The next day when my wife returned home from work she complained that there was something wrong with the tires. Prior to installing this new set of tires I never had any vibrations or handling issues. When I drove the car, I immediately noticed a hopping sensation in what felt like one of the front tires. It wasn't a vibration like you might experience with a tire out of balance, but felt more like a tire was defective. When I called the manager at garage and explained what was going on, he told me that it sounded like I had a tire that was out of round; a defective tire. When I called Tire Rack to discuss the problem, the girl said that she would send out another tire. My second mistake was not insisting that they send me 4 new tires; as I soon learned that finding which tire was defective ultimately ended up costing me in excess of $460 and having our vehicle at the ** dealership for 8 days. They eventually swapped all 4 wheels and tires with another car and magically the problem vanished. The bottom line is that after swapping around all 4 tires, rebalancing multiple times, the problem remains that MULTIPLE, IF NOT ALL ARE DEFECTIVE. During the 6 weeks of my attempting to resolve the problem, Tire Rack called me at work on 3 occasions, wanting to pick up the problem tire. All 3 times I told the person calling that I was busy with a customer, to please call back in 20 minutes; they indicated all 3 times that they would, but of course they didn't. After getting the final analysis from the ** garage, I phoned TR **************** and explained everything I had gone through. They asked if I have *** a road force test? I indicated that I didnt know, they could call the ** dealer. Said they would, but didnt.

  

  Business Response

  Date: 09/26/2022

  We apologize the customer is having issues with the tires.  We do need the proper diagnosis to determine what's going on with the tires, and the labor bills submitted thus far do not indicate anything but individual installations, and a wheel that had to be repaired as confirmed by the installer.  The customer has since filed a chargeback with his credit card company, and until the time the dispute is dropped, we can't review anything additional for reimbursement.  We're willing to continue to try and resolve the customer's issue.

  Thank you for the opportunity to respond.

  Customer Answer

  Date: 09/26/2022

   I am rejecting this response because:
  
  TIRERACK IS LESS THAN FORTHCOMING ON THE ACTUAL FACTS SURROUNDING THIS MATTER.  THE INVOICE FOR A WHEEL REPAIR WAS NOT SUBMITTED TO THEM, HOWEVER THE INVOICE FROM THE ** DEALERSHIP WAS VERY PRECISE IN WHAT WAS ACTUALLY DONE TO DETERMINE THAT THE ***** ARE DEFECTIVE.  I HAVE NOW SPENT ALMOST AS MUCH AS THE ORIGINAL COSTS OF THE ***** ATTEMPTING TO PROVE TO TIRE RACK THAT THEY ARE DEFECTIVE.  THEY HAVE BEEN VERY ****-OPERATIVE AND HAVE NOT BEEN TRUTHFUL IN HOW THEY WANTED ME TO PROVIDE INFORMATION OR WHAT THEY PROMISED TO DO FOR ME AFTER DOING SO.  I WAITED NEARLY 60 DAYS BEFORE NOTIFYING MY CREDIT CARD COMPANY OF TIRE RACK HAVING SOLD ME DEFECTIVE AND POSSIBLY UNSAFE *****; THEY INITIALLY TOLD ME THAT THEY WOULD NOT ATTEMPT TO ASSIST ME WITH THIS MATTER UNTIL I RELEASED THE CARGEBACK; THEN THEY TOLD ME JUST THE OPPOSITE.   AFTER I PROVIDED THE DOCUMENTS REQUESTED, THEY ONCE AGAIN INSISTED THAT THE CHARGEBACK BE RELEASED BEFORE THEY WILL ADDRESS THE ISSUE.   TO DATE, TIRE RACK HAS GIVEN ME NO REASON TO TRUST THAT THEY WILL FOLLOW THROUGH IN GOOD FAITH.   THERE HANDLING OF THIS MATTER IS UNACCEPTABLE, AND THEY SHOULD BE MORE CONCERNED WITH THE SAFETY OF THE ***** THEY ARE DELIVERING TO THIER CUSTOMERS.

  

  Business Response

  Date: 09/27/2022

  I am out of the office till Monday, October 3^rd. I will check my email intermittently.

  

  Business Response

  Date: 10/12/2022

  We are very sorry we're at an impasse here.  We can't credit labor based on the invoices provided, and the tires can't be picked up for inspection and possible warranty adjustment with an active dispute on the account.  The customer has the option to work directly with a local ******* authorized tire dealer if he prefers to handle that way.  We're not the manufacturer of the tire, and facilitate the warranty on *******'s behalf, so proper diagnosing is required to further assist.  Thank you for the opportunity to respond.

  Customer Answer

  Date: 10/14/2022

   I am rejecting this response because:
  
  I have provided Tire Rack with copies of several invoices including one from our local ********** Dealership.  The ** Dealership had our vehicle for 8 days.... and determined that the tires were unsafe and the invoice proved to Tire Rack indicates that "the tires need to be replaced".   Since Tire Rack has dragged this matter out for so long and provided virtually no assistance with this matter, I was left with no other option other than to file a dispute with my credit card company before a 60 day deadline expired.  This dispute filing was the first time Tire Rack provided any true attention, only because their money was at risk.  They first told me that I needed to cancel the dispute before they would assist me.  When I refused, several days later they contacted me and told me that they would assist me with the bills that I had incurred if I were to sent them all of the invoices and contact information.  Of course, after doing so, the once again reversed direction and insisted that I cancel the dispute with my credit card company before they would assist me.   My experience with Tire Rack was they were very unhelpful and untruthful at every turn.  I definitely would NOT RECOMMEND BUYING TIRES ONLINE, ESPECIALLY FROM TIRE RACK.   THIS EXPERIANCE HAS BEEN A DISASTER AND FINANCIAL HARDSHIP FOR ME.

  

  Business Response

  Date: 10/19/2022

  As stated previously - we're not able to assist with the active dispute, and customer will not contact the bank to remove it.  

• Initial Complaint

  Date:08/29/2022

  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.

  Sold me used tires as new they promised the tires were never installed even do the tire was dirty and use I would like new tires for my purchase

  

  Business Response

  Date: 08/29/2022

  We apologize the customer isn't happy with the tires.  However, we do not sell used product so had the video and still pictures reviewed in our warehouse to determine what condition the tires were in before leaving our facility.  The tires still had the product stickers and ink markings from the manufacturer, and it was confirmed the tires were indeed brand new tires.  Thank you for the opportunity to respond to this complaint.

• Initial Complaint

  Date:08/29/2022

  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 purchased four tires through Tire Rack in April, and found I had an unrepairable nail in my tire in June. I immediately contacted the Tire Rack claims department and they assured me that as soon as I upload the necessary receipts/ forms to the online portal, I would receive a reimbursement. Following this advice, I purchased a replacement tire from Tire Rack, and had the tire swapped out at a local Tire Warehouse. I uploaded the receipt for the new tire and receipt for the Tire Warehouse repair to the claims portal. After receiving several messages on the claims portal that I needed to upload receipts, I called Tire Rack's claim department on July 19, walked the representative through the forms I uploaded, and she assured me that I had uploaded everything I needed, and that she would process my claim. Hearing nothing, I then emailed the Tire Rack claims department on July 26, then again on August 3, both times the representative responded saying my claim was being processed. I then called the claims department again on August 22, spoke to the same person I spoke to on July 19 and she told me I needed to upload my receipt from Tire Warehouse. I once again walked her through the form, where she then admitted I had uploaded everything I needed and said my claim would be promptly processed. I am now filling this complaint because it was been almost two months since I filed the claim. Based on the other complaints on BBB, I worry there is a Tire Rack policy to give customers who file claims the runaround, hoping customers lose interest, allowing Tire Rack to avoid paying out claims.

  

  Business Response

  Date: 08/30/2022

  We apologize there was an issue with the customer's road hazard claim.  We reached out to *** on the customer's behalf to assist.  The customer's claim has now been resolved, and processed for payment.  Thank you for the opportunity to respond to this complaint.

• Initial Complaint

  Date:08/19/2022

  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 have been trying to receive a reimbursement for a tire I purchased under a warranty. Every time I call they tell me they either need more documents or its going to take another 7-10 business days. It's already been 3 weeks. They won't commit to a timeframe for reimbursement and I've provided every piece of paperwork possible to satisfy the claim. They are definitely playing games and shifting the timelines to avoid payment.

  

  Business Response

  Date: 08/22/2022

  We apologize the customer feels there's a delay with their road hazard claim.  The final documentation was received on 8/9/2022, and *** claim was approved and payment sent on 8/18/2022.  Please allow 7-10 business days from that date to receive your check.  Thank you for the opportunity to respond.

• Initial Complaint

  Date:08/11/2022

  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 four tires from Tire Rack because they offered a "roadside warranty." I drove the car for 3 months, ~450 miles, hit a curb, and, wiped out two tires. I submitted a claim for the rear tire to see how the procedure worked. Tire Rack approved the claim for the rear tire, but then I submitted the claim for the front and they denied it as the claim was not "pre-authorized."This is such BS! If you don't want to stand behind your products don't lure people with fake warranties. I spoke to two different representatives and they never mentioned a pre-authorization. Further, they both said they would email the instructions, but never did. So after calling in two more times I found out that I needed to file the claim the next day after a loss......? So far, I've spent over $2,500 with Tire Rack (still waiting on rims) but probably would not recommend their services again.If you don't stand behind your warranties, don't offer such!!Further, make the requirements more apparent!

  

  Business Response

  Date: 08/18/2022

  Thank you for the opportunity to respond.  We apologize the customer had a delay in the claim approval, but all claims must have pre-approval.  The claim has been approved now as a one-time courtesy to the customer, and he will receive a check in ***** business days directly from NSD in *******.  

• Initial Complaint

  Date:08/10/2022

  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 bought two wiper blades from Tire Rack. A 26" and 14" PIAA Si-Tech silicone flat wiper blade. I received what looks like to be an opened 14" PIAA and a Valeo 20". Their customer service is horrible. I mentioned a refund. And they send another package in replacement with a *** call tag. I also was told I needed to wait until 9-2-2022 for one wiper to be available so I could receive both at the same time when they actual sent them out sooner. I purchased these on 8/8/2022.

  

  Business Response

  Date: 08/10/2022

  We are very sorry the customer received the incorrect product.  Our warehouse confirmed that the error occurred with mixed inventory, and has since been corrected.  The replacement product was shipped on August 8th, delivered on August 9th at 12:09pm, and there is no need to send the incorrect product back.  We're also sending the customer a ************************* gift certificate via email to be used in the future for the inconvenience.

  Thank you for the opportunity to respond to this complaint.

• Initial Complaint

  Date:08/08/2022

  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.

  My Name is *********************** and I am writing this on behalf of my wife **********************Order Number: HN94966 Order Date: 07/30/2022 Four tires were purchased with an added mobile installation option. The day of the appointment the installer named ******* notified ** at 301 pm via text message that he was 30 minutes away, a subsequent text came within the same minute (301 pm) saying the installer was at the home. The installer was informed that the vehicle was 10 to 15 minutes and that we just got the arrival eta. The installer informed **** that he would call dispatch and reschedule the appointment for later that evening as it was a 3 hour window. When no call back was received I called ******* who became very confrontational, threatening and verbally abusive. When told we were expecting him to come back by 6pm based on his conversation with ****, I was told "your wife is a f****** lier". and was hung up on. I immediately called customer service and spoke to ************************* who was very apologetic, the remedy was to ship me tires and I would have them installed myself. we discussed receiving the tires by end of business Friday but she said at the latest Saturday at 12. I was satisfied with this resolution however I was contacted by email Friday by ******************* and the delivery time was Tuesday of the next week. I replied to Ms. **** but was unable to reach her. On Saturday morning I called Tire rack and was told there was nothing that could be done to expedite delivery even obtaining the tires directly from the distribution center 40 minutes from my home and having the shipped tires returned to sender. For context my wife is a healthcare provider and drives to patients homes who are indigent and unable to come into a medical office. Without proper tires on her care it is unsafe for her to drive this coming week. Tire racks actions are now compromising patient care. What was a simple fix with expedited shipping is now an unworkable problem. Sincerely, **********

  

  Business Response

  Date: 08/10/2022

  We apologize there was an issue with the mobile installation appointment and communication.  The tires have been reshipped directly to the customer's home, and an accommodation offered.

  Thank you for the opportunity to respond to this request.

   

  Customer Answer

  Date: 08/11/2022

   I am rejecting this response because: absolutely no accommodations were made by the business. 
  While the tires were shipped to the home they were not shipped the way we agreed they would be in a considerable delay was observed when I tried to call their customer service department to see if we could get the tires as agreed on Saturday 08/06/22

  I was told there was nothing that could be done I feel that there needs to be a level of accountability when a company sets an expectation. Instead of shipping the same tires from the ct wearhouse to meet the promised delivery time they were shipped from a mid western state and when expidited shipping could have been utilized it was not. My wife is a healthcare provider for indigent patients, she works 80+ hours a week and drives to patients homes. Because the tires were not recieved timely they are still not mounted on the car. She and I literally have to take off from work just to do this now. Had they arrived on Saturday we would not have to do this. 
  

  tire rack needs to make this right, they can not expect a consumer to accept a promise to resolve an issue and then not follow through on the promise. 
  

   
  
  

  
  

  

  Business Response

  Date: 08/18/2022

  We apologize the customer isn't satisfied.  The $100.00 accommodation was processed today.  

  Thank you for the opportunity to respond.

• Initial Complaint

  Date:07/29/2022

  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 ordered tires from Tire Rack and they were great until there was an issue. I filed a claim and tried to order a replacement tire, but there were none available I was told there would be a 6-week wait for the tires. They sent me out 2 replacements that did not match and actually caused my car to give an error message. I paid for these, then I contacted them again in reference to the error message I was getting-they told me they couldn't help me and that I voided my warranty on the tires based on mixing them**per their suggestion**. The supervisor named ******* told me this. At this point, I filed a dispute on the charges and contacted the manufacturer of the tires.Suddenly they wanted to help! The pressure from the financial institution and the manufacturer must have been enough to move. I was informed that it was not true, my warranty was still intact. They offered to replace the tires with the assistance of the manufacturer. Shortly after this was offered we were informed that we needed to show proof that the dispute was withdrawn, we provided it per the supervisor *******- request. The tires were ready to ship and there was a slight delay we let them know we weren't pleased and if this was not taken care of in a timely manner we would re-file the dispute. ***** responded by canceling the order and letting us know our account was flagged and they would no longer help. She also let us know she made sure that we couldn't reopen the claim before she made this move. I am pretty sure this was the plan the whole time.

  

  Business Response

  Date: 07/29/2022

  We apologize for any confusion.  The order was canceled based on the communication with the customer clearly stating he was reopening a previous dispute with ******, and opening a new dispute with ********.  It was also stated that the tires already received would be returned minus one tire needed to replace the road hazard tire the customer was already reimbursed for.  There was a delay with the one tire purchased on the customer's account to replace the road hazard damaged tire, and it would have been shipped and received by Tuesday, July 27th to be installed with the three sent at no charge by Tire Rack as warranty replacements, but that was not requested.  See attached documentation.

  The three tires shipped at no charge have since been returned due to the threat to reopen the chargeback.  The single tire order that hadn't shipped yet was canceled due to the threat of a chargeback.  It is a risk to do business with individuals that resolve issues by disputing charges which is why we have made the decision to end our relationship with the customer.

  Thank you for the opportunity to respond.

  
  
  

  Customer Answer

  Date: 08/02/2022

   I am rejecting this response because:
  
  The company made no additional attempt to fix the issue after we informed them of our surprise of the additional delay after waiting 6 weeks. 

  
  

  The company was happy to pull out of their end of the deal once they were assured that we could not reopen the dispute. We were sold faulty tires, we were provided with tires that didn not meet the requirements of our vehicle. We are now driving on tires that are an actual danger to our safety and our vehicle. ***** has stated that the remaining ****** miles of our warranty is at risk if we don't replace these tires immediately. 

  
  

  The company bullied us into removing the dispute which we opened for our safety -the response says it is a danger to do business with customers that open disputes. Disputes are a last resort for customers that are being taken advantage of. 

  
  

  This business has lied to us, bullied us and went back on it's word over and over again. Either the tires need to be sent out immediately or they need to refund the remaining balance to affirm. The alternative will be legal action, there are customer protections in place and there is clearly discrimination taking place here.
  
  

  

  Business Response

  Date: 08/03/2022

  Nowhere in the customer email did they express surprise at the delayed delivery or give any indication that they wanted to move forward with replacing the tires sent at no charge and return the existing tires for warranty adjustment.  Once the threats of disputes started, we picked up the tires shipped at no charge, canceled the delayed order, and ended our relationship with the customer.  Customer email stated:

  Somehow there is still a delay on this, after waiting 6 weeks. We will we go to *** today and change out 2  tires- one with the one in the trunk and 1 with one of the new ones sent in. We will then go ahead and ask *** return the remaining ones to you, and to not even open them. 
  
  Upon returning home we will reopen th dispute with affirm, and dispute the charges with ********. I am absolutely shocked that we are back here again. I'm blown away by the intense ineptitude of this organization. We will not be doing business with you again at anytime, and we will leave reviews on all the relevant websites and social media outlets. 
  
  

  The customer has the option to work with a different distributor or a local authorized tire dealer regarding any potential warranty concerns or issues.

  Thank you for the opportunity to respond to this complaint.
  

  Customer Answer

  Date: 08/10/2022

   I am rejecting this response because:
  
  
  Lawsuit it is