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)

  PO BOX 17480 Golden, CO 80402-6024

• 

  Tire Rack (The)

  3300 WALTHAM WAY McCarran, NV 89434

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:06/25/2024

  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.

  I purchased 4 brand new full price P225/55R-17 YOKOHAMA GEOLANDAR H/T G95A SL from Tire Rack which arrived today. Upon arrival I immediately noticed that three of the four tires were clearly worn/used in appearance. Upon further inspection it appears that they have been mounted based on wear and tire lube on the beads and entirety of the tires. These tires look as though they were mounted and dismounted and then returned. The one tire that did not look clearly used was over a year old but also the newest of the four tires. Two were 2+ years old and one is over 3 years old. Based on the *** codes these tires vary from 1+ to almost 4 years old. These are not new tires by any means and based on the company return policy they are not returnable after having been mounted yet I have been shipped used tires. The company should have clear records of where these tires came from and who previously purchased or installed them prior to them being sold to me and should also be aware of and observe their own return policy and not ship customers previously returned used products. Legally speaking, Tire Rack should have clear records of these tires and the *** numbers associated as they track them when they are received and when they are sold. Tire rack is willing to return them and potentially replace them with a different set but there is no guarantee the warehouse would send new tires or tires with similar *** numbers/Production dates that have not been previously used. Additionally we scheduled our time off around the appointment for install and now will not be able to have them installed in the scheduled days and have to alter our schedules for the mistake that Tire Rack made at cost to us. This mistake shouldnt have ever happened and now I am forced to deal with it at my own cost outside of the tire price. Tire Rack will not compensate me for my time or the scheduling issues they created by sending me product that was used not brand new tires I ordered at full price.

  

  Business Response

  Date: 06/26/2024

  We apologize for the inconvenience, and for the way the situation was handled.  One of our ************* team leads will be reaching out to you this morning to get this resolved.  She's confirming with the warehouse that we have a full set of matching 2023 DOT dates to ship to you as replacements and will also be offering an accommodation to help with install costs and for the frustration.  

  Thank you for your business, and we look forward to getting this resolved for you.

• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 02/20/2024, I ran over a bolt that was large enough to puncture a hole in my tire. This happened within just a couple of miles of the original tire rack.com approved installer so I had the car towed there. They patched the tire. Hours later, the tire was again flat so I took. my car to the closest tire shop. That technician said the tire was unrepairable because the hole was far too large. He couldn't believe they attempted to patch this enormous hole. I called tirerack to initiate a warranty claim since the tire was within the road hazard warranty period. I explained that my car was a *** with AWD. BWM specifically states that all 4 tires must be replaced at the same time -- Tirerack has done this in the past. She agreed and said if your manufacturer says you must replace all 4, then replace all 4. She initiated the claim and gave me instructions on how to go the website and complete the repair information -- I submitted pictures and paperwork to their satisfaction. Weeks later, I received a check for the original cost of 1 tire (which tire rack warranty states it will be the new replacement cost even if higher). They claim the road hazard warranty specifically excludes replacing undamaged tires. That simply ins't true. I logged into the claims website and sent them copies of their own warranty which no where states that. In fact, it gives examples that in certain circumstances, some manufacturers such as *** may require tire rack to replace all of the tires. I waited a month. No response. I called tire rack. They assured me I would get a response within 2 weeks and, for the first time, I was told the original phone rep should have offered to have a new tire shaved for me. I also complained that even if they only replaced one tire, they were supposed to do NEW price, no purchase price. No response. I was told to replace all 4 tires. The warranty doesn't exclude it -- it even gives examples where they will. Request refund of 3 more tires.

  

  Business Response

  Date: 06/24/2024

  We apologize for the inconvenience and confusion.  The Road Hazard policy states that a "Covered Loss means that a Covered Tire becomes Unserviceable during the Coverage Period because of damage caused by impact with a Road Hazard".  It does not cover tires that are not damaged due to a road hazard and is not vehicle specific.  Eligible tires are only the tires damaged by road hazard, and we do not cover tires that need to be replaced due to an AWD vehicle.

  Tire Rack has never covered all four tires for one damaged tire due to the customer owning an AWD vehicle.  We offer tire shaving services at a charge to the customer to match a new tire to the same tread depth as the remaining tires as long as it's within reason. 

  The representative may have told you to replace all four tires if that's what your manufacturer requires, but that is not a commitment to cover as the three remaining tires are not eligible tires if no road hazard damage occurred.

  Thank you for the opportunity to respond to this complaint.

  Customer Answer

  Date: 06/24/2024

   I am rejecting this response because:
  

  1.  Your road hazard warranty does not specifically exclude replacing all 4 tires and it even references if your manufacturer does not permit...

  2.  I was told to get 4 new tires by your representative.  At no time did she offer to order me a replacement and have it shaved to match the older tires.  I've never heard of this.  I was not told it was an option.  I was never offered this option.  EVER.

  3.  I was told on the phone that my warranty claim was approved, pending confirmation of the details I stated by submitting proof of the issue.  I did that.  At no point did she say, now, to be clear, we will only pay for one tire.  She allowed me, and even guided me through the start off the claim, talking about 4 tires, not 1.

  4.  Only after I submitted my complaint in writing, which was never responded to, and then submitted my complaint again in writing, which was also never responded to, did I eventually call TireRack directly to make a complaint.  This was a month or more after my claim, I was told for the FIRST time that the proper solution was to send me a new tire that had been shaved to match the others.

  5.  Had I known, I would have followed this procedure.  TireRack failed to inform me of this option.  This option is also mentioned NOWHERE in the road hazard warranty.

  6.  Finally, as further evidence that TireRack is not following their own rules, they refunded me the cost of the tire at the time of purchase.  Those tires are now more expensive.  TireRack brags on their website that they will pay for the cost of new replacement, not simply the cost at purchase.  It cost me more to replace that one tire than tirerack actually reimbursed me because the cost of the tires has gone up.

   

  *****

   

  
  

  

  Business Response

  Date: 06/25/2024

  In response to the customer's concerns:

  1.  This is in regard to replacement instead of a repair.  Some manufacturers do not recommend repairs to the tires on their specific vehicles.  We do not exclude all 4 tires because the program covers only the tires with road hazard damage.
  2.  You only spoke with the third-party road hazard administrator, Nation Safe Drivers.  You did not contact Tire Rack directly until several months later after the claims were denied.
  3.  If all 4 tires had been damaged by road hazard impact, cuts, abrasions, etc., the tires would have been covered.  Like any other claims process, the claim can be started, but has to be reviewed and approved based on the documentation and facts provided.
  4&5.  Tire Rack didn't fail to inform you as you did not talk to Tire Rack until after the tires were replaced.
  6.  he replacement tires were not purchased from Tire Rack, so the reimbursement was based on the amount entered when the claim was filed.  

  We're again sorry for any confusion, but the terms and conditions of the road hazard program are very clear.  Only tires with road hazard damage are covered under the road hazard program.  AWD vehicles are not covered, and nowhere in the terms and conditions does it state that they are.  

  Thank you.

   

• Initial Complaint

  Date:06/18/2024

  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.

  Date of transaction - 6/13/2024 Falken Sincera SN250 A/S SL tire (235/45R-18) for 2021 ****** Camry includes Road Hazard protection for 2 years to replace the rear passenger tire. Contact with Tire Rack as ********************** effect for replacement.- install . Informed by Tire Rack, "if ordered by today time frame, package will arrive on Friday , 6/14/24". The Tire was not delivered by *** Friday and I received an email stating a delivery delay until Monday 6/17/24. No delivery by *** on Saturday or Sunday- I was not aware of no Saturday delivery.On Saturday, I called Tire Mart concerning tire delivery and was told it was out of their control by ***** in customer service. I explained my son had Military duty this weekend and I had to report to *********** Monday night for work, we needed the tire immediately. I even asked if Tire rack would they honor refund of my already purchased delayed tire cost if returned and the cost of purchasing another on my own. ***** stated, " no." After several request to speak with a supervisor, ***** in customer service ask me why I needed a supervisor. I continued to demand a supervisor threatening to call cooperate office on Monday. Finally he transferred me to ******* who listened and tried to facilitate a solution. She stated if I waited until Monday for the ordered tire, she would reimburse me $50. Otherwise if I cancelled and purchased my on tire, I would loose my already purchased Road hazard contract on ordered tires through Tire Rack. I agreed to wait and again she promised tire would be delivered Monday between 9a-1pm.Tire was again not received on Monday 6/17/24 between 9a-1p. I received a delay message for arrival between 1p-7p. Called both *** and Tire Rack to file a complaint and later an investigation as *** driver reports tire delivered and it was not...I had to end up purchasing another Tire at ******* and install for $126.26.order # - ME82768 Customer - *********** Tracking # - ******************

  Customer Answer

  Date: 06/18/2024

  Refund on tires purchased 

  

  Business Response

  Date: 06/21/2024

  It looks like you're all set now with the accommodation offered by ****** in addition to the reimbursement from the road hazard claim you've filed.  We apologize for the inconvenience.

  Thank you.

   

  Customer Answer

  Date: 07/03/2024

   I am rejecting this response because:
  
  

  Due to illness,  I did not respond to request. But as of today, Tire Rack has not refunded the money promised of $150 for purchase of another tire as the other tire shipped by Tire Rack under my Tire Road Hazard warranty was  not received timely - involving UPS. 

  Ive submitted the claim documents for my hazard protection and currently waiting on the replacement cost of that tire- $193 approximately as well.

  

  Business Response

  Date: 07/03/2024

  We apologize for any confusion.  The $150 credit for the tire you bought locally, and the portion of the labor was issued back to your MasterCard on 6/19 as promised by ******.  We suggest you check your credit card statement to confirm the credit was received.

  In response to the road hazard claim, ****** copied you in the email to Nation Safe Driver's on 7/2 and they replied to you and ****** to let you know that the claim was approved, processed, and check mailed the same day 7/2/2024.  Please allow 7-10 business days for the check to arrive.  

  Please contact ****** directly if you have any additional questions or concerns as she is aware of your situation and will be happy to continue to assist and support you.

  Thank you for the opportunity to respond to this complaint.

   

  Customer Answer

  Date: 07/03/2024

   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.

  Good morning,

  Update:

  Received refund for $150 as promised and informed the other refund check has been mailed out.  Thank you for all your assistance. I believe the check will come therefore I am satisfied with Tire Racks due diligence in this matter.

• Initial Complaint

  Date:06/13/2024

  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.

  After purchasing a set of 4 new tires I recently experienced a flat tire. Alright no problem these things happen. So I took the damaged tire to an independent tire repair shop that I trust in *******, **. They inspected my damaged tire and informed me that it was not repairable. I contacted Tire Rack because the sale included a road hazard warranty. This is where the mess begins: The "warranty" requires me to create an account with a 3rd party vendor not affiliated with Tire Rack/Discount Tire ! The instructions were needlessly confusing and honestly I do not trust the website because of privacy concerns. These were not expensive tires so I would have expected a simple courtesy to me as a customer of 1 replacement tire under warranty. The tires have less than 500 miles on them so they are not old and were purchased in early March of 2024.

  

  Business Response

  Date: 06/14/2024

  We apologize for the inconvenience.  However, our Road Hazard program is facilitated by Nation Safe Driver and they process and pay multiple road hazard claims on our behalf on a daily basis.  We do not send free tires as this is a reimbursement program provided to you by Tire Rack at no additional charge when you purchased your tires.  The claim process is a transparent, simple process but we're happy to assist with any questions you might have when filing your claim on NSD's secure site.

  Thank you for the opportunity to respond to this complaint.

   

  Customer Answer

  Date: 06/14/2024

   I am rejecting this response because: I would like a full refund for the price of the damaged tire. I have previously purchased tires from other vendors both independent small tire dealers and national dealers/retailers. I have never had such a smug, snarky and unprofessional response as this.
  
  
  

  

  Business Response

  Date: 06/15/2024

  We're sorry that you're not happy with the resolution offered, but we cannot issue a refund in situations like this and cannot assist any further.  You have the option to file a road hazard claim for reimbursement.

  Thank you for the opportunity to respond to this complaint.  

• Initial Complaint

  Date:06/13/2024

  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 a set of tires from their website in November and I selected the standard equipment tire size. I then went to put the tires on last week and the size was not correct. Their website is wrong and it lists the 20 inch tires as the standard size and the 19 inch tires as the optional tires for a 2019 *** M550i. In reality its the opposite as 19s are the standard and 20s are the optional size. I am attaching pictures from their website.I then called customer service to see if I could exchange these tires for the proper size and they said that since it has been more than 30 days of purchase that they could not take them back. The tires are still new and in the original shipping packaging. At worst you think they would charge a small restocking fee. They have not been inconvenienced as I will have still paid shipping both ways. I have bought 20 sets of tires from them over the years and I am shocked they would be willing to lose a customer like this. When I mentioned that I had bought 20 sets of tires the csr said that it was only 2 sets which is not true This is unacceptable

  

  Business Response

  Date: 06/13/2024

  We apologize for the inconvenience.  Our return policy is new product within 30 days of purchase, and we do make exceptions within reason.  However, the tires in question were purchased in November of 2023, just under 7 months prior to your request to return.  We can only sell tires that we know have been kept in a climate-controlled environment and can be sold as new.  When tires are out of our control for this long, we cannot sell them as new to another customer which is why we suggested that you sell on your own.

  We do list 19" staggered and non-staggard options on our website for your vehicle.  

  Thank you for the opportunity to respond to this complaint.

  Customer Answer

  Date: 06/13/2024

   I am rejecting this response because:

  You never addressed the fact that your website is wrong.  20 inch tires are not standard equipment, they are optional equipment.  19 inch tires are standard equipment but you have them listed as optional equipment.  Anyone who buys tires from you for this vehicle risks getting the wrong tires just like I did.

  I manage a series of warehouses in the midwest and they have been stored at the same climate controlled warehouse where you delivered them.  I did not have them shipped to my home.  You can ****** the delivery address and you will see that we are a logistics/moving and storage warehouse.  

  I too am in customer service as I am a regional manager for a logistics company and can see already that you are reluctant to satisfy a customer.  Fix your website to put the correct information on there.  I have owned over 85 cars in my life and just received a review for a set of tires I bought from you a year ago.  I will make sure that I properly address this current situation on my review (order number KV70953).  I actually bought 4 sets of tires from you in 2023, 2 in November, 1 in June, and 1 in February.

  I too answer BBB complaints but I work for a company that puts the customer first.

  Sincerely 
  

  ***********************;

   

   

   

  
  

  Customer Answer

  Date: 06/20/2024

  This complaint has been resolved to my satisfaction
  
  Thanks
  
  

• Initial Complaint

  Date:06/06/2024

  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.

  Purchased a set of Nitto Nomad Grappler tires from TireRack.com to replace my existing Falken Wildpeak A/T Trails that where failing due to dry rot. The Nitto tires were purchased on 4/29/24 and were delivered on 5/1/24 then installed on my 2021 ****** forester sport on 6/5/24. While driving home the tires generated loud tire noises at various speeds making the vehicle unbearable to drive. I immediately contacted TireRack to express my concerns and advised them that these replacements were rated to be a quieter tire based on their TireRack test report conducted by their professional drivers. The Tirerack associate refused to help me get a replacement and stated that I will need purchase another set of tires and sell the Nittos since they are now considered used after driving driving home from the installer. The associate only offered a discount on a set of new tires. I feel this is unacceptable business practice and I was falsely advertised a product that was supposed to be just as good, if not better than what I originally had on my vehicle. I am not in a financial situation to purchase another set of tires when they could ship my installer replacements so TireRack can take these back.

  

  Business Response

  Date: 06/12/2024

  We apologize for the inconvenience.  A member of our warranty team has reached out to propose a resolution to the situation and reported that we will get two tires back for a warranty adjustment, Tire Rack will cover the cost of one tire, and the customer will absorb the cost of the final tire.  

  Thank you for the opportunity to respond to this complaint.

  Customer Answer

  Date: 06/14/2024

   I am rejecting this response because:
  I paid full price for another set of tires to replace the Nittos in this claim.  I have already absorbed the cost of mounting and balancing 2 sets of tires related to this matter that set me back $250. TireRack is taking back 2 tires, refunding me for 3 and wants me to sell the other 2 via private sale to recoup cost for the 4th tire and mounting and balancing the new set I purchased through them. The representative I spoke to said this was my only option. I am not a salesman or run a tire shop and it is not my responsibility to sell 2 faulty tires to someone else that have noise and vibration issues. Its just plain not right to do that and rip somebody else off with my name. No one will buy 2 tires let alone ones that have these issues and Im not paying to have 2 tires disposed when they dont sell. I would like a full refund for what I paid for the Nittos and TireRack to take back the other 2 tires that are worthless and I will absorb the $250 mount and balance charges I paid to my shop.
  
  

  

  Business Response

  Date: 06/15/2024

  Again, we apologize for the inconvenience and that you're unhappy with the resolution offered.  Tire Rack facilitates the manufacturer warranty, we do not produce the tires.  ***** offered to cover two tires, and Tire Rack covered the cost of one tire as an accommodation.  There is no warranty for noise since noise is subjective based on each individual customer.  You do have the option to reach out to ***** directly to see if they will offer anything additional.  

  Thank you for the opportunity to respond to this complaint.

   

  Customer Answer

  Date: 06/19/2024

   I am rejecting this response because:
  Ups was scheduled to pick up 2 tires for this claim on Monday 6/17 but came early on 6/14 and took all 4 tires from my back porch when I was not home. I spoke to multiple representatives at TireRack the morning of 6/15 letting them know their courier basically stole 2 tires from me and I have surveillance video of them loading up 4 tires instead of 2. I was told by the representative that I would be contacted Monday 6/17 as soon as they arrived to their warehouse and if needed, they would open an investigation with *** for taking the additional. No one contacted me that Monday so I called to get an update. The rep stated they only received the 2 tires and the other 2 *** had lost and they would call me back. No one called me back and I received an email for only 1 tire from the 3 that were promised and now 2 tires I was originally told to keep at a value of $454.56 are now missing. TireRack, at this point I just want a full refund. This whole experience has been awful especially now that your courier lost 2 items they were not supposed to take. 
   

  

  Business Response

  Date: 06/21/2024

  It appears that you have now received credit for all four tires, including the two that should not have been returned to us.  Please be aware that we will not do any accommodations in the future on any additional purchases.

  Thank you.

   

• Initial Complaint

  Date:05/22/2024

  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.

  Whatever company theyve outsourced to handle roadside assistance is a joke and tire rack as a whole is too. Three days of trying to get the correct info for claims and roadside assistance and I am forced to leave a review. Not only do the claims agents eat on the phone while talking to you, they wont even take the time to hear you out. They talk over you and then when you call back to try another agent they give you the wrong info. Roadside assistance asks for a policy number, one agent in claims says I dont need one and another agent gave a bunch of numbers that mean absolutely nothing to roadside assistance who clearly are given a script and nothing else. My tire has been in its rim for THREE DAYS and I have gotten nowhere. Apparently tire rack sells the tires with the promise of roadside assistance and the ability to file a claim but after that they wash their hands of you once they get their money. From the reviews, this is a common occurrence. For anyone reading this, save yourself the headache and get tires directly from an installer rather than Tire Rack unless you want to be stranded with no resolve.

  Customer Answer

  Date: 05/22/2024

  I would like for what was guaranteed to happen... A tow to the tire installer and my tire replaced or repaired. I cant take the tire to the original installer while its on the rim. Tire Rack advertises road hazard protection up to two years from the date of purchase. The tires were purchased 3/1/24. The rear passenger is completely flat with no damage visible to the outside. I cant file a claim without knowing whats wrong with the tire and I cant determine what is wrong without first having them look at the tire. Since the 4-5 different people Ive talked to cant seem to help me I would like someone to contact me and resolve this matter because I keep getting conflicting information from claims and roadside assistance. 

  

  Business Response

  Date: 05/23/2024

  We apologize for the inconvenience and have forwarded your concern to our ********************** for assistance.  They have reported speaking with you and resolving your issue.

  Thank you for the opportunity to respond to this complaint.

• Initial Complaint

  Date:05/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 4 NEW wheels and 2 of them came looking used and with paint chips. It just isn't acceptable quality. I contacted customer service and they were only willing to offer $40 per wheel and said I couldn't even exchange them. Given that they are in used condition and I ordered new wheels I just don't find that to be very good. If I wanted used wheels I'd have paid a quarter of of what I did on market place..

  

  Business Response

  Date: 05/13/2024

  We apologize for the inconvenience.  In looking back at the online chat history, it looks like our **** **** assured you the wheels are not used, and increased her offer of $30.00 per wheel to $40.00 per wheel as an accommodation to keep as is.  Since the offer was accepted, the credit was processed on May 10th.  If the wheels haven't been mounted to tires and driven on, we can review again.  Please reach out to **** at ********************** to discuss.

  Thank you for the opportunity to review this complaint.

   

  Customer Answer

  Date: 05/13/2024

   I am rejecting this response because:
  
  Correct the most she was willing to go on the used wheels that were sent to me was only $40. Considering they were supposed to be new I just don't find that very fair as they were $120 new and most wheel stores sell from for around $90 NEW but I paid extra to get them from your store assuming I'd have a better experience as I have in the past.
  

  

  Business Response

  Date: 05/14/2024

  Please let us know if the wheels have been mounted and driven on.  If not, we're happy to take them back for credit.

  Thank you.

   

  Customer Answer

  Date: 05/14/2024

   I am rejecting this response because:
  
  
  Yes, unfortunately I did need to mount the wheels as they were installed by a shop prior to us learning they were used.

• Initial Complaint

  Date:04/24/2024

  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.

  Tire Rack has deceptive marketing practices. They selectively hide low rating reviews. These reviews potentially make consumers aware of negative tire characteristics which may affect the purchase decision. Further they will not allow refunds once the tires are driven on. This creates a situation where a consumer can be fooled into buying poor performing tires. Tire Rack will not accept responsibility for their anti-consumer marketing practices.

  

  Business Response

  Date: 05/01/2024

  Thank you for your patience while we get this issue resolved.  The customer has been in communication with one of our supervisors, and the issue has been resolved with a credit for the tires.

  Thank you for the opportunity to respond to this complaint.

  Customer Answer

  Date: 05/01/2024

   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:04/18/2024

  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.

  Good afternoon, Per our phone conversation, here is the corresponding paperwork. To reiterate, wheels were received on Saturday, March 2nd 2024 and mounted on Monday, March 4th 2024 at ******* ****************** center in ******, *************. Upon receiving the vehicle back, vibrations in the steering wheel and drivers seat were felt and was returned to ******* ****************** center for rebalancing on Thursday, March 7th 2024. Upon rebalancing, the service technician noticed there was a bend in two of the wheels. See also found 2 rims not round vibration coming from the rims as stated by the technician. Those two wheels were placed in the rear of the vehicle to reduce vibrations, but vibrations are still present.Respectfully,***************************** On Thu, Apr 18, 2024 at 2:59PM Hardware Support <******************************************> wrote:Hello,I am reaching out to you regarding the wheels we brought back for warranty. The wheels did pass the testing in the warehouse, we would not be able to credit or warranty them as they are not out of round. ************************* | Technical Product Support Specialist __________________________________________________________Tire Rack ********************************************************************** O: ************************ O: ********************** F: ************ **************************************

  Customer Answer

  Date: 04/19/2024

  Please see attached document.

  Customer Answer

  Date: 04/23/2024

  Please see the attached documents.

  

  Business Response

  Date: 04/30/2024

  We apologize for the inconvenience and frustration.  ******, one of our supervisors, has reached out and has also sent replacement centering rings for the wheels.  Please make sure all old centering rings are removed so they're not stacked prior to replacing. If this doesn't resolve the issue, we'll take the next steps at that time.

  Thank you for the opportunity to respond to this complaint.