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:02/24/2025

  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.

  I placed an online order PC39927 and PC39228 on Jan 27th. There were some issue with delivery and they send me replacement for these two others to a tire install location. After I went there, they tell me the tire I brought does not fit my vehicle. Right now they are denying my return of my tires because it is a replacement order.

  

  Business Response

  Date: 03/04/2025

  We apologize for the inconvenience.  Delivery denials take time to investigate and there's a process to follow with our shippers.  We appreciate your patience while this was completed.

  The credit was issued to your account on 2/26/2025.

  Thank you for the opportunity to respond to this complaint.

  Customer Answer

  Date: 03/04/2025

   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:02/23/2025

  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.

  On December 20, 2024, the Friday before Christmas, my warrantied tire blew out in hazardous conditions while I had imminent travel plans, with tire stores closing for the holidays. My Tire Rack warranty (paid over $1,300 for 4 tires) included towing, so I called for assistance. A Tire Rack *** couldn't locate my policy and emailed me to find towing myself and submit receipts later.When I later submitted my claim, a claims *** denied it for lack of "pre-approval"despite me following their ***s instructions, the emergency nature, and having documentation.Tire Rack failed to provide towing as promised, delaying my ability to assess the tire until 3:40 PM. When I followed up, the next *** dismissed the emergency ("all blowouts are emergencies"), blamed me for waiting until February to file the claim (despite the holidays and then the California wildfires), and used my prior claim against me, implying I "should have known the rules." He requested my December 20th email from the TR ***, which I sent immediately on February 14, 2025, but never responded as promised.Previously, I had a Tire Rack claim where I chose to ***air instead of ***lace after "pre-approval" for ***lacement of the tire, saving Tire Rack $300. Despite my honest handling, they are now denying this valid claim on a technicality, even though I followed their ***s instructions, they admitted it was an emergency, and they dont dispute the tire needed ***lacement.Tire Rack failed to honor my coverage and warranty, denied my claim based on misleading instructions, and applied policies inconsistently. I request full reimbursement for the tire and related expenses. If unresolved, I will escalate further.

  

  Business Response

  Date: 03/04/2025

  We apologize for the inconvenience.  We reached out to Nation Safe Drivers on your behalf.  The tire was replaced on 12/20/2024 and the claim initiated almost two months later on 2/12/2025.  Per the terms and conditions of the Road Hazard warranty, the claim must be initiated at the time the tire is replace or before the tire is replaced, not afterwards.  Since far too much time passed, we cannot ask them to overturn the denial.

  As a Tire Rack accommodation, we will credit the cost of one tire from the original order in the amount of $306.99.  ***** from our ************* team will reach out to make arrangements for this credit.  

  Thank you for the opportunity to respond to this complaint.

   

   

   

  Customer Answer

  Date: 03/05/2025

   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:02/07/2025

  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 purchased a wheel and tire package from Tire Rack, along with their road hazard protection plan, administered by Nation Safe Drivers (NSD). I filed a claim on December 1, 2024 due to ongoing air loss in all four tires. The claim was pre-approved, and I was instructed to replace the tires and submit receipts for reimbursement, which I did. However, after following all the required steps, my claim was suddenly denied on January 28, 2025, with the vague reasoning that the damage was "not covered." 1. Misleading Pre-Approval: I was explicitly told my claim was approved before purchasing new tires, only to have it revoked afterward. 2. Failure to Provide a Clear Justification: Despite multiple requests, *** failed to cite the exact policy terms that exclude my situation from coverage and refused to give me a copy of the terms and conditions.3. Inconsistent & Unfair Process: I was asked to submit photos of the damage, AFTER I contested their denial, and yet NSD ignored this evidence and provided no further explanation. Their deceptive and unfair process resulted in financial loss, as I replaced my tires (from TireRack) under the assumption I would be reimbursed per their approval. I am a long standing customer of over 15 years. I am seeking store credit for my original defective tires, that were mounted onto the wheels by TireRack as a package, as originally promised when I filed the claim.

  

  Business Response

  Date: 02/12/2025

  We understand that this can be frustrating.  The pre-approval process is the first step in starting your claim with Nation Safe Drivers but does not guaranty coverage.  More information is necessary to confirm that the tire(s) actually qualify for coverage due to road hazard damage.  As was stated in the appeals response (attached), tires losing air can be the result of more than road hazard damage, and since no road hazard damage was reported, the tires are not covered under this warranty.

  However, as a Tire Rack accommodation, we can offer a 25% discount on the replacement tires.  The credit will be processed back to the **** used on the orders and will reflect on your credit card balance in 7-10 business days.

  Thank you for the opportunity to respond to this complaint and thank you for your business.

   

   

  Customer Answer

  Date: 02/13/2025

   I am rejecting this response because:
  Thank you for your response. However, I reject Tire Racks offer of a 25% refund as it does not fairly compensate me for the costs I incurred based on your pre-approval.
  Pre-Approval Misrepresentation: Nowhere in Tire Racks terms and conditions does it state that pre-approval is not a guarantee of coverage. I was led to believe that upon purchasing the replacement tires and submitting my receipt, I would be reimbursed.
  Failure to Clearly Define Denial Conditions: The Road Hazard Program states that a tire is unserviceable if it will no longer hold a seal with the wheel. My tires were losing air, causing them to wear irregularly, which made them unsafe for use.
  Unfair Business Practice: By pre-approving my claim, instructing me to replace my tires, and then denying reimbursement after I followed all required steps, Tire Rack engaged in misleading business conduct under California consumer protection laws.
  I spent over $700 on replacement tires and installation, and I expect full reimbursement as originally promised. If Tire Rack does not resolve this matter fairly, I am prepared to pursue legal action through California Small Claims Court.
  
  

  

  Business Response

  Date: 02/13/2025

  The pre-approval pertains to COVERED tires only, meaning tires that are damaged due to road hazard.  Your tires are not covered since they did not fail due to road hazard damage.  

  The credit is a Tire Rack accommodation as your tires do not qualify as covered tires under the road hazard warranty.  A copy of the terms and conditions of the Road Hazard protection is attached.

  Customer Answer

  Date: 02/13/2025

   I am rejecting this response because:
  This is unacceptable. This will be my final correspondence before initiating a California Small Claims Court case.
  
  The Pre-Approval Was Misleading and Inequitable
  Had my claim been denied upfront, this would not be an issue. Instead, Tire Rack pre-approved my claim, leading me to believe I would be reimbursed. Only after I followed your instructions, purchased the tires, and submitted my receipts did you decide to deny coverage.
  Nowhere in your terms and conditions does it state that pre-approval is conditional or subject to further review. If pre-approval is meaningless, then it should not be part of the process.
  
  Unfair Denial of a Valid Claim
  My tires were losing air consistently, which made them unserviceablea key condition for coverage under your Road Hazard Program.
  If there was a question about whether my claim qualified, that should have been determined before pre-approval, not after I spent my money in good faith.
  
  Violation of California Consumer Protection Laws
  Under California Business & Professions Code *****, businesses cannot engage in deceptive or misleading practices.
  By approving my claim first, instructing me to purchase replacement tires, and then denying reimbursement after the fact, Tire Rack engaged in unfair business conduct that caused me financial harm.
  
  I spent over $700 on replacement tires and installation based on Tire Racks pre-approval.
  I am demanding full reimbursement of $719.27 ($117.31 [installation] + $601.96 [tires]).
  I expect a response within 10 business days.
  

• Initial Complaint

  Date:12/30/2024

  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.

  After ordering a set of wheels (T8-2) from these folks, I went back and did a search for that model number for more information. The advertised price showed to be $101.66 each however when I clicked on the link, the price showed to be $179 each. I called the company and was told they would not honor the lower ADVERTISED price. The wheel is shown to be available in an 18", 19" and 20" version with no other pricing showing $101.66 This amounts to false advertising and I request the company honor their pricing and issue me a refund for the difference. As of the date of this complaint, no payment has been made since the item is, apparently, on backorder until 1/7/25.

  

  Business Response

  Date: 12/30/2024

  We apologize for any confusion.  The price of the wheel depends on the size wheel needed for your vehicle.  Once the search is narrowed to include the vehicle a customer is shopping for, it will bring up the proper fitment, and the corresponding price for the size wheel needed.  The $101.66 priced wheel is available; however, it is not the correct size for your vehicle.

  Thank you for the opportunity to respond to this complaint.

  Customer Answer

  Date: 01/02/2025

   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.  However, let it be known that the smallest tire listed for that model number is an 18 and it will fit my vehicle.  Therefore, their argument is not valid.  However, that being said, I will not pursue this any further as I have purchased better wheels elsewhere for a lower price.

  
  

  Thank you.

• Initial Complaint

  Date:12/17/2024

  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.

  I bought 4 tires from tire rack around June 2024 around $600 for run flat bridgestone tires. In september I hit a pothole and one of the tires popped on the highway which caused not only the tire, but the plate and control arm to break on the car totaling 1500$ in damage and the tire I rebought from Tirerack for 300$ because the original tire was discontinued. I called tire rack to get a refund of the 300$ because they said I had hazardous insurance. They denied my claim because the dates did not match i gave them the correct dates and they denied it again for another reason stating I did not get approval first before buying the tire. I sent in videos and pictures w the dates on the videos and pictures and my city complaint of when the damaged happen. I called a manager said he would get in contact with them And over ride and I have not heard back. I would like my tired I bought refunded under the hazardous warranty as stated.

  

  Business Response

  Date: 12/19/2024

  We apologize for the inconvenience and confusion.  The replacement tire was purchased on 9/10/2024, installed on 9/14/2024, and the claim was not initiated until 10/18/2024, over a month later.  The terms and conditions clearly state that the claim must be started prior to replacing the tire.  Nation Safe Driver denied the claim for this reason and would not overturn the denial.  Had the claim been started at the time of the tire failure, the claim would have been paid with no issue.

  As a Tire Rack accommodation, we can credit the cost of the replacement tire in the amount $279.35.  

  Thank you.

  Customer Answer

  Date: 12/19/2024

   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.

  
  

  Thank you.

• Initial Complaint

  Date:12/13/2024

  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.

  Original tires purchased and installed March 2024 Vehicle travels less than ***** miles per ********** lasted 4100 *********** are defective and lasted only 4100 miles Spoke with Tire Rack support on 11.22.2024 to which the attendant informed me that an email will be sent to detail the next steps. Never received the email.Spoke again 12.3.2024 finally the attendant sent the email to which I was informed that tread worn evenly at 2/32 are considered evenly worn. The treads are not worn evenly. Inside tread is worn to 0/32 and outer tread only worn to 4/32.After contacting Tire Rack with all associated documentation, I was informed that there is nothing that will be done. I have asked for a full refund as the tires are defective and worn beyond safe level in under 5000 miles. Any tire on the market should last over 5000 miles

  

  Business Response

  Date: 12/13/2024

  We apologize for the inconvenience and frustration.  Unfortunately, the two tires you purchased from Tire Rack are Bridgestone Potenza Sport Performance tires and do not carry a tread life warranty through the manufacturer.  The offer of 25% off two new tires is a Tire Rack accommodation since we do value your business.  The offer is noted in your account for a future order.

  Thank you for the opportunity to respond to this complaint.

  Customer Answer

  Date: 12/16/2024

   I am rejecting this response because:
  The tires purchased are defective and worn beyond unsafe levels.  25% does not cover the cost nor installation of two new tires.  I believe I have been fair in completing all requested documentation.   Additionally, I have taken my time to have the tires inspected at the approved facility as requested at which time I sat for 3 hours waiting to have the inspection completed.  I do not believe as a consumer that Tire Rack has been forthcoming with the warranty information nor reasonably responsive regarding an unsafe condition that has resulted from a product Tire Rack sells.  Originally,I was informed that this was a Bridgestone issue.  After contacting Bridgestone, I was informed that Tire Rack maintains the warranty.  Initially, Tire Rack told me there was no warranty.  Now I have been informed the tires do not qualify for the warranty as the tires are worn.  So there is conflicting information regarding the warranty status of these tires.  So is there a warranty or not?  I have been bounced around faithfully completing all steps as requested.   

  Tire Rack is responsible for replacement of the tires.  This is the ONLY acceptable response.

  
  

  

  Business Response

  Date: 12/23/2024

  We apologize that you're not happy with the resolution offered.  There is no tread life warranty for the tires purchased, and the 25% offer from Tire Rack is an accommodation we're offering because we appreciate your business, but we only facilitate the manufacturer's warranty and cannot force Bridgestone to credit for tires that have no warranty.

  Thank you.

  Customer Answer

  Date: 12/23/2024

   I am rejecting this response because:
  It is unfortunate that this response is the best presented by Tire Rack.  I do not understand how you can sell a product you do not stand behind and then point at the manufacturer for blame.  Your customer service is poor with employees that are argumentative and show little desire to resolve client issues.   The stipend offered to replace a set of tires is insulting.  

• Initial Complaint

  Date:12/13/2024

  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 purchased 4 tires from ************************** and had them shipped to a local tireshop to get them installed. After installed I noticed a moderate hum from the tires and slight vibration. This was not present with my old tires. I took my vehicle back to the tireshop and had them check the balance/alignment and run a road test. They said its an issue with the tires. I contacted ************************** and asked to start a return for a refund. They said they can only exchange them. On the product page for the specific tires I purchased there is a warranty PDF document. In the document it specifically states if the customer is not completely satisfied a refund can be given."If a retail customer is not completely satisfied with their eligible ********* brand tires, the tires can be returned to the location where they were originally purchased within 90 days of purchase for a full refund or exchange. Original proof of purchase is required. "This PDF is also linked in the receipt they sent to my email.

  

  Business Response

  Date: 12/23/2024

  We apologize for the inconvenience.  The credit for the tires will be issued today.

  Thank you for the opportunity to respond to this complaint.

   

  Customer Answer

  Date: 12/23/2024

   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.

  
  

  Thank you.

• Initial Complaint

  Date:12/02/2024

  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 purchased 4 new tires from Tire Rack on April 1, 2024. Invoice LY41064. The tires come with road hazard warranty included in the price. After driving on the tires, of the tires had a nail it, and the tire was unrepairable. I took it to **************************** and received a quote #*******. The quote said " tire unrepairable due to nail near shoulder of tire." I called Tire Rack. I applied for the warranty replacement value online. I sent paperwork. This took place in early October 2024. It is now early December 2024. After many follow-ups by me, I learned that my claim was denied. It was denied to to a not filing the claim in the proper manner. I dispute this. I believe everything was filed correctly. This seems to be a SCAM. Two months later they let me know it is denied. Their website for filing a claim is nearly illegible. I have a college major in computer science. It is near impossible to read or follow their website for claims at ******************************** I would like for them to refund me the amount I paid for the 5 tires, plus the amount for installation which is about $800. I will take their 5 tires to one of their approved shops. In addition, I would like them to pay $200 for the aggravation to submit the claim and constantly follow up, only to have the claim denied on a technicality. As BBB, please look into their practice of replacing tires for road hazards. It seams to be a total SCAM.Sincerely,***** ******

  

  Business Response

  Date: 12/02/2024

  We apologize for the inconvenience and frustration.  Reviewing the timeline, it appears that the claim wasn't started until 10 days after the tire was replaced.  The terms and conditions of the Nation Safe Driver program states that pre-approval must be obtained prior to the tire being replaced.  An email was also sent informing the customer of the pre-approval requirement prior to the purchase of the new tire.

  We will credit the customer for the replacement tire (no labor or taxes) in the amount of $135.42 as a one-time accommodation, but future road hazard claims must be handled within the terms and conditions of the program.  

  Thank you for the opportunity to respond to this complaint.

   

• Initial Complaint

  Date:11/20/2024

  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.

  Purchased a tire and wheel combination in mid-October. My **** which is only 3 months old came with summer performance tires which cannot be run in the winter time. I've taking several days off work in seven visits to two different shops to have the tires rebalanced, remounted, rebalanced, tested and The car still violently shakes to a point where it's undrivable. Tirerack did send me a replacement set of tires which is doing the exact same thing. I've been calling almost every day to get resolution but apparently this just isn't much of a concern for the company. I cannot drive my car and as a professional engineer working across 10 offices it's very important that I have a reliable vehicle that I can drive. In the past I've had great luck with tire rack but they've really dropped the ball here. It's just shocking to me that there's no urgency to correct the issue. Unfortunately I think this will be my last time ever purchasing from tirerack unless they step up and do the right thing.

  

  Business Response

  Date: 11/26/2024

  We apologize for the inconvenience and will be accepting a return of the product.

  Thank you.

  Customer Answer

  Date: 11/26/2024

   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. However, I would like a refund for the final attempt to mount and balance the second tire set. I've spent a total of roughly 16 hours missed works and over $300 in uncredited expenses. I will work directly with tireracks hardware department for the final items. 

  
  

  Thank you.

• Initial Complaint

  Date:11/13/2024

  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 the 13th I ordered two rims through ****** and the money went through out of my account and off ****** and I go back to the site and there is no confirmation of my order I believe the site glitched

  

  Business Response

  Date: 11/13/2024

  We apologize for the inconvenience.  There is an order in our system in the amount of $314.20 for two wheels, but the method of payment is a credit card, not ******.  There are no pending ****** transactions for ****** **** in our system so you would need to reach out to ****** to resolve.  ****** will not discuss your account details with ****************** for security reasons, so we're not able to assist any further with this issue.

  Thank you for the opportunity to respond to this complaint.