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:11/11/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 4 Riken Raptor VRs with a warranty. I had less than ****** miles on the tires and they are worn to 2 and 3. I only found this out due to a flat . While at the tire shop they scanned my other tires and told me my tires were at 2/3. One tire, sure but four tires that wore down fast means there was an issue with this lot of tires. My biggest issue is not with the fact I ended up with 4 bad tires; however, the road hazard warranty crew is lazy. My first claim was inclusive of my Sept 6th purchase and included pictures and receipts. I then filed three additional claims, they were pre-approved and now they keep asking for the same documentation over and over. You cannot call. I emailed not once but twice. Finally, the second time I email I get a response. They tell me everything is on one, which now confirms they did not read. If they did they would see that it was 3 tires not 4. If they read they would see that the tires were put on my car. Yet again, they are asking for the proof I already provided. At one point I even emailed them everything. This was the email they ignored. I am a disabled vet and I am a student. I was not supposed to be buying a tire let alone 4 yet! The warranty only covers the tire itself. I'm shelling out nearly $600 due to faulty tires and I am on the hook for mounting and balancing. I might as well have purchased tires from a local tire shop it would have been cheaper. There should be an option for someone like myself where they just ship replacement tires when all tires are faulty. You'd save money. I am completely turned off by your road hazard warranty *********. I had new shocks and an alignment done on my car prior to getting new tires. What I want is my $229.03 in mounting, balancing and taxes and fees. I also want them to improve their road hazard ***** They did not bother to read the receipts!!!! The upload system is horrendous. I had to upload things 4 times. It would not like a document and would take multiple uploads.

  

  Business Response

  Date: 11/12/2024

  We apologize for the inconvenience and the confusion.  Nation Safe Drivers (NIU) only processes claims for road hazard damage only, not for tread life warranties which is what's being described on the remaining three tires that you feel wore out too quickly.  The claim for the tire that failed due to road hazard has been approved and submitted for payment.  The remaining three tires will not be covered as they did not fail due to road hazard damage.  Labor, taxes, and other fees are not covered for the tire you will be reimbursed for per the terms and conditions of the Road Hazard coverage.

  The tires purchased do not carry a tread life warranty from the manufacturer so are not guaranteed to last for a specific amount of time or miles.  We can certainly recommend a tire that will give you a longer tire life while still giving you the performance you're looking for.  

  Thank you for the opportunity to respond to this complaint.

• Initial Complaint

  Date:11/06/2024

  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.

  When you order tire they make you pay for them to be installed by another company. An they make so you do not know how to get to the next page on the web with out have the tire delivery to pay for installation of the tires on you SUV. This is the first time it happen in the pass that page was not there. They are a bunch of shysters.

  

  Business Response

  Date: 11/07/2024

  We apologize for any confusion.  We do not pay the installer directly as they are independent installers and not part of Tire Rack. We do not collect installation costs or schedule installation appointments at the time of purchase. Customers have the option to have their order delivered to their home, place of business, or any installer that accepts Tire Rack deliveries.  There is also the option of mobile installation where the installer will come directly to your home or place of business to install your tires.  We do, however, show the price of installation for installers that are part of our Recommended Installer network so customers can make an informed decision when selecting an installer.  

  Thank you for the opportunity to respond to this complaint.

• Initial Complaint

  Date:11/04/2024

  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 from Tire Rack. Included with the purchase is Road Hazard Warranty. Once month after install of tires one of the tires was damaged - unrepairable. I purchased a new tire and filed all steps to file a warranty claim to get my $208.77 refund under warranty for replacement tire. To date I still have not been provided my refund and the claims department continues to give me the run around telling me items I have submitted already have not been received which is a total lie.

  

  Business Response

  Date: 11/04/2024

  We apologize for the inconvenience.  Can you please provide additional information so we can locate your account and assist?  The name, phone number, and email address provided on this complaint doesn't match anything in our system.

  Thank you.

   

  Customer Answer

  Date: 11/04/2024

   I am rejecting this response because I provided the tire rack claim number and it is not true that they cannot locate my claim. It is under my name and phone number with the claim number I provided ***** original complaint. This is yet another attempt at Tire Rack to not fulfill their tire warranty
  
  

  

  Business Response

  Date: 11/05/2024

  The claim number provided by Nation Safe Drivers brings up an account for **** **** in Tire Rack's system, not ***** ********, and the phone number and email address do not match the information on this BBB complaint.  The road hazard claims are administered by a third-party company and the claim details show that Nation Safe Drivers is requesting more information regarding the reported cause of loss.  The claim can be reviewed for processing once a detailed account of how the damage occurred, and pictures of the damaged tire are uploaded to the claim portal.    

  Thank you.

• Initial Complaint

  Date:11/02/2024

  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 WAS OF IN NEED OF REPLACEMENT TIRES. AND DESIDED TO GO TO A LOCAL DEALERSHIP TO HAVE THEM REPLACED. I CHOSE TO GO WITH A BRIDGESTONE DUEL HP SPORT THAT WAS ON SALE FOR $131.99 EACH. WITH A 50,000/55,000 MILE WARRANTY. WITHIN THE YEAR (****** MILES LATER) I NEEDED MY SEMI-ANNUAL OIL CHANGE AND TIRE ROTATION. WAS INFORMED I NEEDED TIRES AS THE MEASUREMENTS ON THE TIRES WERE AT THE **** OF 3/32". I'D STATED I JUST PURCHASED TIRES THIS TIME LAST YEAR. THE DEALER THEN STATED THEY WOULD CONTACTED THEIR SUPPLIER (TIRE RACK (THE). I FINALLY HEARD BACK FROM THE DEALER TODAY. AND WAS TOLD THAT THE MILEAGE WARRANTY WAS NO GOOD, BECAUSE OF THE TIRES BEING SOMETHING ABOUT THE TIRE BEING DISCONTINUED/"OLD" PART NUMBER. THIS IS A CLASSIC/COMPLETE BAIT AND SWITCH. AS NOTHING WAS STATED ABOUT A MILEAGE WARRANTY WAS NULL/VOID. AND NOTHING IN TIRE RACK (THE) WEBSITE STATES ANY SUCH THING (THAT I WAS ABLE TO FIND). I AM LOOCKING FOR A COMPLETE REFUND OF MY PURCHASE FOR THE TIRES, INSTALLATION AND TAX PAID ($506.48 +TAX (8.25%) FOR THIS REPAIR. AND WOULD NEVER BUY FROM THIS COMPANY AGAIN NOR RECOMMEND A *********** TIRE TO ANYONE.

  

  Business Response

  Date: 11/04/2024

  We apologize you were given incorrect information from your dealer.  The mileage warranty on the tires that do have this particular warranty starts from the date of purchase, and close-out tires are no exception.  Unfortunately, Tire Rack is not able to assist with this situation as the tires were not purchased directly from us, and we have no record of your purchase as this was a purchase made by your dealer, not by you directly. 

  Thank you.

• Initial Complaint

  Date:10/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered wheels for my vehicle. I was told by Brax the wheels would fit on my truck. I received the wheels and they didn't fit. I called them to have them returned. I was told by ******** to take the wheels and drop them off at a local Discount Tire, and Tire Rack would refund my money within 24 hours. I dropped the tires off at Discount Tire on Tuesday but they have not refunded my money. I have called Tire Rack and they said now it takes longer than 24 hours. I called them back and ******** told me my bank is the problem. I called my bank and they said they aren't the problem, that once the refund comes thru, there is no hold, and the bank has not rejected any refund on my behalf, and would not reject a refune. I then called ******** and asked her to show me a document where my bank rejected the refund, and she refused to provide me with documentation. Since then, every time I contact them, they say they are looking into it. They have the wheels and my $2,800 and will not coming to a resolution on how to get the refund back to me as they said they would. Tire Rack is not keeping their word, and I feel like they are giving me the run around. Thanks, ***** ****** ************ ********************

  

  Business Response

  Date: 10/05/2024

  We are so very sorry for this situation, and the inconvenience of not receiving the refund in a timely manner. Our Payment Verification Manager is working directly with your bank to get this resolved for you, and reached out to the email we have on file for you to let you know she would be your point of contact until this is completed.  You absolutely will receive your refund.

  Thank you.

• Initial Complaint

  Date:09/30/2024

  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.

  We placed an order for 4 sets of new wheels and tires on 09/21/2024.We received these via ***** on 09/24/2024.Right after unwrapping, I emailed support because one of the wheels had an extreme amount of weights on it and another had something stuck all over it (looks like someone maybe had put weights on then removed them or something).Support has been no help: first insisting there were not 21 weights even though there was a picture, told us to use ************ or Goof Off to clean the other wheel. We clean the wheel with Goof Off, the paint comes off (no response about that yet). Now support says they didn't put those weights on which is just ridiculous as the wheels are still just sitting here in my garage as they came - not put on a car, nothing.We bought these wheels as a quality brand of nice NEW wheels. I'd question as to whether they are even new, and if they are, they were really messed up by whatever tech set them up.

  

  Business Response

  Date: 10/01/2024

  Thank you for the opportunity to respond to this complaint.  We have no explanation as to what has happened to the wheel since it left our facility, but what's shown in the photos does not accurately represent what we would have shipped.  We do not use silver wheel weights on black wheels and put only two planes of weights maximum on each wheel, never three.  However, in an attempt to reach a resolution, we will be reaching out to offer the following.  A replacement wheel sent at no charge, and no need to return the damaged wheel as we cannot put it back to stock.  The existing new tire will need to be mounted to the new wheel at the customer's expense, and the existing TPMS sensor can be moved to the new wheel at the same time.  

  Thank you.

  Customer Answer

  Date: 10/01/2024

   I am rejecting this response because: The weights are not different color. They are all the same, black, and I find it a disgusting business practice to try to make things up as if it was not your doing. At this point, you have completely ruined a loyal customer who would have continued - my last order with you was great so don't know what has happened. I should not have to take a wheel, pay and deal with getting the tire switched to that, on something brand new that I already paid to have this whole service done with. Additionally, the other wheel that was left a complete mess by you that we were instructed by your support to clean ourselves with Goof Off and now has paint off is left unresolved. It is even ridiculous to have to do that with something brand new. I have attached additional images of the weights, taken outside so maybe you can see better. If you'd like a video or a live call with video, I could do that as well. You seriously don't have an inventory or any monitoring on the tech who did this to see for yourself that you did indeed do this?
  
  
  

  

  Business Response

  Date: 10/08/2024

  We apologize that you're not happy with the resolution.  The replacement wheel has been shipped and there's no reason to return the defective wheel.  **** in ************* reached out today to offer to cover $30.00 in labor costs to have the tire switched over to the new wheel.  Please follow up with her at ******************************* and reference your order number.

  Thank you.

  Customer Answer

  Date: 10/08/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution in addition to responses external to here is satisfactory to me.

  I do, however, wish that the business would have accepted their responsibility and sloppy job and apologized for insinuating any wrong-doing on my part. It's very sad to me that I can no longer use their services since it's an introvert's dream to deal with such things online only (hence my added annoyance at having to deal with tire places now).

  Thank you.

• Initial Complaint

  Date:09/15/2024

  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.

  Date of Transaction: September 2, 2024 Transaction Amount: $66.11 Order Number: MM5495 Nature of the dispute: Being charged $20+ for the returning of the item (brake pads) back to the company.Description of Incident: On the evening of September 2, 2024, I purchased Akebono rear brake pads from Tire Rack, relying on their advertised return policy. After I was unable to acquire the matching front brake pads and complimentary rotors, I attempted to return the item. I was informed that the refund amount would be reduced by over $20 due to return processing fees. This charge was not disclosed in the return policy at the time of purchase. I declined the return based on this unexpected fee and subsequently contacted Tire Rack for clarification. Despite my efforts, I have not received a satisfactory explanation or resolution.Attached to the complaint is the Tire Rack return policy, which covers tires, wheels, wheel and tire packages, and special-order items. However, the brake pads we purchased do not fall under any of these categories. The lack of transparency in the company's return policy is concerning. Specifically, the policy, as outlined, addresses returns for tires, wheels, wheel and tire packages, and special-order items. The omission of items outside of the categories mentioned above has created confusion and frustration, as the policy's applicability to our situation. We are requesting a full refund for the unopened, unused rear brake pads, as these items are not explicitly covered under the current return policy.

  

  Business Response

  Date: 09/16/2024

  We apologize for the inconvenience and frustration.  A member of our ************* team will be contacting you shortly to make arrangements to return the product for full credit as an accommodation.  the product must be new, and still in the original packaging please.

  Thank you for the opportunity to respond to this complaint.

   

  Customer Answer

  Date: 09/16/2024

   Better Business Bureau:
  
  As of the writing of this email, I am waiting to receive confirmation as to whether The Tire Rack prefers a drop off at a *** location or a *** pick-up.

   Enclosed as evidence are photos of the box affirming that the box has not been opened nor have the items been used in any capacity. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me once the return method has been identified by the company.

  
  

  Thank you.

• Initial Complaint

  Date:08/14/2024

  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 7/11/24 bought 4 Briggestone 255/35R-18. mounted 4 tires. and removed them immediately as tire never touched ground. by monday 7/15/24 i called for RMA and was honored. upon receiving the tires they credit me 2 tires. and they claim that 2 tires were damaged with the installation bars. they provided a 50% credit for the 2 tires that were damaged. if they were in fact damage why would they feel that they have to help me. i disagree that they were damaged, and Tire Rack used this type of tactic to get some money out of it. They never provided pictures as proof and im 100% certain there was no damage. i got credit for some and not all, and followed their policy.. sounds like a scam.

  

  Business Response

  Date: 08/16/2024

  We apologize for the inconvenience.  I've attached pictures of the two tires showing the damage to the bead of the tires from the mounting machine.  Unfortunately, the tires can't be put back to stock and sold as new which resulted in us offering a Tire Rack accommodation of 50% per tire.  I've attached the pictures for your review and records.

  Thank you for the opportunity to respond to this complaint.

  Customer Answer

  Date: 08/27/2024

  Those are not my tires and that is the same tire in all of the pictures. My tire were verydark and shiny. these are old and dry looking tire.  

  Customer Answer

  Date: 08/27/2024

  I reject that teaponse from seller, these are clealy not my tires.

  

  Business Response

  Date: 08/29/2024

  We understand that this situation can be frustrating.  We record the *** dates on every tire shipped from our distribution centers, and also record the same *** dates on tires that are not good for stock when returned to make sure the non-adjustable tires belong to order in question.  The *** dates on the returned tires shown in the photos confirm the tires are the ones shipped to you and returned on the *** call tags provided to you for the return.  The tires in the photos are the tires from your order.  

  Tire Rack offered the 50% credit as an accommodation since we do value you as our customer, not as an admission of guilt.  

  Thank you.

   

  Customer Answer

  Date: 09/03/2024

   I am rejecting this response because:sure i cant see date code from that angle... listen my tires were black, clean and shiny. I made sure that they looked better then what you shipped all dry and brown, the tires i returned were very good loking, and those are not my tires. Never said anything about guilt, but if the shoe fits what ever. You should charge a restocking fee if that's the case I would understand and I would pay the restocking fee end of the deal, but I won't accept that you blame me for damaging the tires which I didn't
  
  

  

  Business Response

  Date: 09/06/2024

  We understand this isn't the desired outcome, but the credit for 50% was issued as a Tire Rack accommodation as the tires came back damaged and could not be put back to stock. 

  Thank you.

• Initial Complaint

  Date:07/25/2024

  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.

  Prior to purchasing 4 new tires at Tirerack, I called the sales team and advised of the size of my old tires, and that my car was running bigger wheels. The size tires that I was currently running were 245/30 R22, but the customer service rep stated that that size tire is no longer available by any manufacturer, so I requested a comparable tire size. The rep advised that I would have to go up to 255/30 R22 and provided me 2 options for tires. I was concerned with the clearance of the tire, but he advised that the size of tires he provided me is only a minimal increase in the width of 5/16th of an inch, and that it would not make a difference with my set-up. After receiving and installing the tires, I am now getting substantial rubbing in the inner wheel well of my front tires. I called back TireRack and they stated they reviewed the phone recording which I did not hear and that because I have custom size rims that and they advised of the increase in width that it was no longer their responsibility. I disagree since as stated, the rep assured me that it was a minimal increase, and should be ok with my size rim. But because of the tires they sold me were thicker rubber and treads, the sidewalls increase significantly, which is the cause for the rubbing. I now have tires that cost close to 1K and are unusable.

  

  Business Response

  Date: 08/01/2024

  We apologize for the inconvenience.  The call was reviewed with **** from our sales team.  You had requested a Pirelli tire in a size 245/30/22, which is not available.  You then asked **** about a 255/30/22 and **** informed you that the tire will be 3/8" wider than the tire you had originally requested.  You then assumed responsibility and agreed to the optional size.  Since the tires have been driven on, they are no longer returnable.  We apologize for the rubbing issue you're experiencing, and can offer a 20% discount on a replacement set.

  Thank you for the opportunity to respond to this complaint.

  Customer Answer

  Date: 08/06/2024

   I am rejecting this response because: Your Sales rep ensured me that the new tire width would not be a significant change and should not be a problem if I were to use the new tire size of 255/30 given the minimal increase.  During this call, I did ask multiple (probably 6+) times for a reassurance before I made a purchase, and it was only because of this assurance from the TireRack Rep did I make the decision.  IN addition to the tire size width, the new tire does have more rubber & thicker, which increases the rubbing.  I paid 2K+ for these tires, and your rep explained that there is no other size option for my front tire given my size rim.  I did provide him my car detail, but he didn't even try to look up the correct specs, he just took what I gave him, said going up the size was my only option.  I come to find that other sizes do exist, just not sold my TireRack, so it just now seems like this transaction was just focused on making the sale.  I have purchased from TireRack in the past, and have come to expect some more research on your end prior to just selling a tire, but it did not seem like thats what transpired this time around.  I am out 2K, and 20% off on more tires just increases to that cost that I have to eat. 
  
  
  

  

  Business Response

  Date: 08/09/2024

  We understand how frustrating this is so reviewed the call with **** when the order was placed.  He did not and would not confirm fitment since you were very up front about the vehicle being lowered/modified.  He did tell you with complete transparency that the size ordered is 3/8" larger, and you agreed it was the only option since we do not have the 245/30/22 size available.  He did tell you that the Michelin tires were a better choice than the Continental tires you asked him about.  He also said that when you start modifying vehicles, you can run into issues.  

  We cannot warranty the tires or put used product back to stock, but you do have the option to sell locally.  The offer of 20% off a new set is recorded in your account.

  Thank you.

   

• Initial Complaint

  Date:07/11/2024

  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 ordered a set of new tires from tirerack April 18 ************************ June because the tires are making a loud noise with a load thumping sound when you drive at a high speed the car starts vibrating I bought my car new off the lot in 2022 I have never had any problems with my cars tires until now the tire tread is uneven on the tires with bumps around the tires. I was told to take the car to Discount Tire to have them check the tires and replace them if they find them defective instead of replacing my tires that I was told had warranty discount tire said after they replaced the tires with new ones I now owe them 380 dollars I told them thats not what I was told I was told the tires were covered under warranty I told them I paid ****** for those tires Im not going to pay another almost ****** discount tire employee locked up my car and locked me inside the waiting lobby until I pay for the tires I called the police they said I would have to pay for the service or go to jail I asked them to put my old tires back on so I can leave and I will handle it directly with tire rack even though they are affiliated companies they refused to change the tires back because they were closing I had to leave my car pay for a Uber to take me home and to bring me back to discount tires I still had to pay 100 after they changed my tires back. Now car rack is refusing to honor the warranty they told me I have to purchase another set of tires then ship the old tires back so they can inspect them if theyre damaged/ defective they would reimburse me if the damage is not covered under warranty they will just throw the tires away and we wont be reimbursed and that process will take two or three weeks I dont have money to keep buying tires and frankly after getting defective tires I dont want to purchase from them again I just need them to either let me go to discount tire and get them replaced or send me a new set of tires then take those old ones to the warehouse in *******

  

  Business Response

  Date: 07/12/2024

  We apologize for the inconvenience.  ***** from our warranty department is happy to continue to assist with any possible warranty the tires might have.  However, noise and uneven wear are not covered by the manufacturer's warranty, and any potential warranty coverage would be prorated based on the amount of tread remaining on the tires.  

  Discount Tire didn't see a warrantable condition with the tires, and the partial credit they offered was an accommodation for customer satisfaction.  Any steps moving forward would require a new purchase and return of the tires to one of our adjusting warehouses for inspection.

  Please continue to work with ***** from our warranty team to reach a resolution.

  Thank you for the opportunity to respond this complaint.

   

   

   

   

  Customer Answer

  Date: 07/13/2024

   I am rejecting this response because: Uneven tread depths and vibrations are felt when turning the steering wheel. I informed the representative and Discount Tire about this issue, as I have experience driving 18-wheelers and can recognize a poor set of tires. The bumps, bulges, cracks, or blisters on the tires are concerning and need to be addressed.
  
  
  

  

  Business Response

  Date: 07/23/2024

  Again, there's nothing we can do through the BBB portal.  You would need to continue to work with ***** in our warranty department for a resolution as we facilitate the warranty for the manufacturer and adhere to the guidelines of each manufacturer warranty.  Discount Tire did not find a defect in the tires with a firsthand inspection, and the resolution they offered wasn't acceptable by you, so we would need to follow the process outlined in our first response:

  We apologize for the inconvenience.  ***** from our warranty department is happy to continue to assist with any possible warranty the tires might have.  However, noise and uneven wear are not covered by the manufacturer's warranty, and any potential warranty coverage would be prorated based on the amount of tread remaining on the tires.  
  Discount Tire didn't see a warrantable condition with the tires, and the partial credit they offered was an accommodation for customer satisfaction.  Any steps moving forward would require a new purchase and return of the tires to one of our adjusting warehouses for inspection.
  Please continue to work with ***** from our warranty team to reach a resolution.

  
  Thank you for the opportunity to respond this complaint.