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:11/30/2023

  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.

  Purchase Date: 11/20/2023 Purchase Price: $898.84 What the business committed to provide: I believed I was buying a good set of quality tires, Had ****** tires a lot over the years and never had any issues. Nature of Dispute: I installed the tires on my car 11/25/2023. Immediately after installation noticed a vibration coming from my vehicle. Mind you, I've had my alignment checked 2x in the last year. The tires that came off of my car were worn in perfect flat across from shoulder to shoulder. Never in the year of ownership have I had any vibration.(2021 ****** WRX STI 21k miles and ***********.) I called to speak to someone at "Tire Rack" to try and figure out what to do regarding my on going issue. I was told if I were to return my tires even receiving a replacement set that I would be charged for an additional set of tires if there to be any feathering or patchwork repairs. I was then denied a replacement set for a defective set of tires. I rebalanced the tires and noticed on 1/3 of the inner shoulder had feathering on all 4 tires. I would understand if there was the entire shoulder on 1 tire but not all 4. With everything listed and care taken of this car will NOT be convinced there is a problem with my car. I'm not asking for special treatment, God know I don't deserve it. I just want done what is right. The tires provided to me by "Tire Rack" are in fact defective. I will NOT pay more money for something that is defective and the seller doesn't want to take responsibility or to do the right thing. Whether or not the business tired to resolve the issue: I was told they would send me new tires but if there damage was there that I'd be charged an additional replacement cost for the set. Then was told because I refused to pay more money the replacement order would be cancelled. Purchase Order Number: R1628278189

  

  Business Response

  Date: 12/05/2023

  Thank you for the opportunity to review this complaint.  Our Technical Product Support Manager has been in contact with the customer and is making arrangements to have the tires replaced under the manufacturer's satisfaction warranty.  

  Customer Answer

  Date: 12/05/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and am waiting for tires to show up in order to fix the issue. 

  
  

  Thank you.

• Initial Complaint

  Date:11/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Claim number 203-TRR-457968108 Customer filed a claim 2 months ago due to a nail puncturing a tire and the claim was approved. However, following the purchase of a new tire when the company mailed a reimbursement check they mailed it with the wrong name on it. After speaking to customer service, the customer was notified that the new corrected check had been sent on November 1st. However, upon reaching out to the company numerous times, the customer has not received any response and the check has still not arrived or confirmed to be shipped.

  

  Business Response

  Date: 12/04/2023

  We apologize for any inconvenience.  One of our Team Leads reached out to ******************'s on the customer's behalf to find out the status of the replacement check.  The check was reissued under the name of *************************** and sent out Express Mail on 12/1/2023.

  Thank you for the opportunity to respond to this complaint.

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 08/21/123 there was puncture to a tire that I purchased on tirerack.com. The puncture was to the side wall, and is therefore beyond repair. I had the car towed to a local tire shop, where they confirmed the damage, and quoted me an amount that it would cost to replace and install the tire. That same day, I tried logging into my tirerack account to file a claim, but was unable to log in because the original purchase was made under my wife's name. I called tirerack customer service in order to gain access, and was told that I have the option of buying a new tire on tirerack or the tire shop, and once it's been installed, to file a claim. Since the tire ship had the tire in stock, I went with their tire. After my access to file the claim was restored, I went ahead and input the needed information. Tire rack is telling me that because I did not file the claim 1 day after the installation, that the claim is denied. I am asking that they approve the claim for 2 reasons:1. The customer service agent did not specify when the claim was to be filed.2. Even if they did specify, I did not have access to the claims portal at that time.

  

  Business Response

  Date: 11/08/2023

  We apologize for any inconvenience regarding this situation.  The road hazard terms and conditions shown on our website very clearly states that the claim must be filed for pre-approval prior to replacing any unrepairable tires.  We also have no record of contact from the customer regarding the inability to file a claim, as we would have been able to assist with the process.  

  The tire was replaced on 8/28/2023 and the claim wasn't started until 9/21/2023 which is far too long for any exceptions to be requested from the Tire Rack Road Hazard third-party administrator company.   We would encourage the customer contact us immediately with any future road hazard issues on the remaining tire purchased from Tire Rack so we can assist in a timely manner to avoid any claim denials.

  Thank you for the opportunity to respond to this complaint.

  Customer Answer

  Date: 11/08/2023

   I am rejecting this response because:

  They may not have record of me calling in to file a claim, but they do have record of me not being able to access my claim portal. They even sent in emails to try to reset my password. Attached is email correspondence that is dated PRIOR to TireRack's stated contact date. This email is the written record. Tirerack should see phone records of me calling in a day before the tire was installed.

  The bottom line is that the information the given to me over the phone was not accurate, and the email attachments shows communication prior to what is recorded in TireRack's system. I need them to honor their warranty because the delay in the claim being officially filed was not my fault. 

   

  
  

  

  Business Response

  Date: 11/16/2023

  Again, we apologize for the inconvenience, but we cannot force NSD to honor the claim with the amount of time that passed from the initial date of loss to the claim being filed.  The customer's attached email shows the direction given by ******************* on 9/13/2023 to file the claim under the correct name, but date of loss in the BBB complaint shows 9/21/23 which is two weeks later?  The dates are not lining up, and the time between the claim being filed after the tire was replaced is far too long for an exception to be made.

  Thank you for the opportunity to respond to this complaint.

   

   

   

  Customer Answer

  Date: 11/21/2023

   I am rejecting this response because:

  I was not able to log onto my portal to file a claim when I got the flat tire. Their phone records should show that I called in to get this resolved. 
  
  

  
  

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a set of four new tires from Tire Rack. I wasn't sure where to get them put on. So, I called Tire Rack. "Go to Discount Tire" they said.Discount Tire told me to make an appointment online for next week and it'll cost $100. Seriously? This isn't fair! Tire Rack didn't tell me that when I bought the tires! They acted like it was easy to get them installed. If they would have told me it would be a week waiting time and $100, I would have just gone to ******* I just found out that Tire Rack owns Discount Tire. Their practices are misleading! Isn't this a cartel? Aren't they in violation of the ******* Act and the ******* Act? I am harmed by the deceptive practices and would like either A) My tires installed, or B) A refund so I can buy tires somewhere else. I'd also like injunctive relief in the form of a mandatory disclosure to all prospective customers informing them of the necessary of paying an exorbitant fee for installation to the parent company.

  

  Business Response

  Date: 10/27/2023

  We apologize for any confusion or frustration.  Installation is not included in the price of the tire purchase, and the customer can have their tires installed at any installer of their choice.  We include a complete listing of recommended installers on our website as a courtesy, but it's not a requirement to use one of our independent installers.  Tire Rack and Discount Tire continue to operate as independent companies.

  Thank you for the opportunity to respond to this complaint.

• Initial Complaint

  Date:10/24/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered tire and rim 10/30/2022 Paid $266.37 Bought 4 tires a few months earlier. Had no problems. Ordered a fifth tire. It was fine for a few months. But now it's making a noise while driving. You can tell by the pictures that the tire is defective. Every other thread is higher than the other. Contacted ************************************* who works for tire rack customer service. Sent her pictures of the tire and was promised to hear from her to see how we can resolve the problem. It's been two months. I left numerous messages but have not heard back from her.

  

  Business Response

  Date: 10/30/2023

  Thank you for the opportunity to review the pictures of the tire.  Two of the three pictures clearly show road hazard damage, which is covered by the road hazard protection provided by Tire Rack.  ****** will be sending the road hazard warranty information and instructions on how to file a claim via email today.

  Thank you for the opportunity to respond to this complaint.

   

• Initial Complaint

  Date:10/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 4 ******** AdvanSport V107 (275/50ZR20) tires from Tire Rack (.com) on July 6, 2023, for $616.88 (before taxes and fees; shipping was free) for my 2017 ******** **** GLS450. The ******** had ****** miles when the tires were installed on 7/7/23 ($80) and the vehicle received a 4 wheel alignment at ******** **** on 7/17/23 at ****** miles ($260). On 10/16/23 I took the vehicle to my mechanic to have a noise investigated with ****** on the odometer. He found nothing wrong, but stated that the tires were old and worn and should be replaced as two of the tires were worn to the tread wear indicators (on the rear at the time, and the other two were getting close to that point (on fronts at the time). Imagine my surprise when I knew the tires were only three months old and only had ***** miles on them! We had the tires rotated on 10/19/23 with ****** miles on the vehicle. We immediately contacted Tire Rack to have a claim started and they said that the warranty does not cover tire wear and that these tires were "summer tires" and were exempt from premature wear claims. If you read the ******** warranty, it says the tires are covered for 60 months from the date of purchase, to the tread wear indicator. The ******** warranty specifically states that winter tires are not covered, but is mute regarding so called "summer tires". The Tire Rack receipt says nothing about the tires being "summer" or not being warranteed.After being denied a claim by ******************* we contacted ******** directly and they said that the warranty is serviced through ******************* so if Tire Rack won't process the warranty they can't cover the tire. Tire Rack says they won't warranty the tire because it is an over time warranty and not mileage, and ******** won't cover the claim because Tire Rack is unwilling to service the warranty claim. Basically, the manufacturer puts the responsibility on ******************* ******************** puts responsibility on YT.No tire should wear out this fast. Absurd!

  

  Business Response

  Date: 10/27/2023

  We apologize for any confusion and inconvenience.  The only order we have on file for ********************************* is for (2) Continental tires purchased for a 2006 Land Ranger Rover Sport on order #KU60347.  We have no record of the tires referenced in this complaint.

  Thank you for the opportunity to respond to this complaint.

   

  Customer Answer

  Date: 10/31/2023

  Apologies.  The order was under my wife *******. Order number KX73768.  You will see the address is the same as the other order.  I have attached a copy.
  
  
  

  

  Business Response

  Date: 10/31/2023

  Thank you for the additional information.  Our warranty team reached out to ******** on your behalf since we don't show the tires are covered under a mileage warranty.  Yokohama confirmed that the tires do not come with a mileage warranty as they are a high-performance original equipment tire.  Your wife's account has been noted with an offer of 25% off a replacement order for the 2017 MBZ GLS 450 for any tire of your choice as a Tire Rack accommodation.

  Thank you for the opportunity to respond to this complaint.

   

  Customer Answer

  Date: 10/31/2023

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

  
  

  Thank you.

• Initial Complaint

  Date:10/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought and paid for 4 tires from tire rack on a phone transaction. I found the current version of ******** Eagle F1 Supercar tires that were originally installed on the front of my car on Tire Rack's website. The front two tires I bought from Tire Rack Ord# KY91139 have a manufacture date of **** (23 week of 2019) as seen in attached picture. This manufacture date makes the tires 4+ years (2023-2019=4) old and the back two tires are Manufactured this year 2023. Since I was NOT told the tires were old (2019 manufacture date) and the manufacture date information was not listed on the website with my tires as it is listed on the Tire Rack web site with other street track tires. At the time of purchase I had no reason to believe the tires were old. I did not see the tires until they were mounted on the car when I was allowed to leave ***** **** the local tire store that installed and balanced the new/old tires on 7/27/2023. The next day I returned to ***** **** to take possession of my two removed front tires and was told that ***** **** had already discarded my old tires. Per the Tire Rack stated return policy on their website I do not qualify for a refund as I have driven on the tires. Since the correct ******** tires for my car are currently unavailable and I have a tentative availability date of October/November I would have to buy 2 more tires that are not correct for my car just to drive my car home from ***** **** witch would uninstall the two new/old front tires I purchased from Tire Rack. I've read online reviews that indicate an individual sent tires back for a refund and tires became "lost" no refund listed. My vehicle manufacturer states the useful life of tires is six years including the spare tire even if the spare tire has never been used. On Tire Rack's website they do list manufacture dates and adjust price for old street/track tires. ? Per NHTSA: "Tire aging occurs whether a tire is driven or not, which means that it also occurs on spare tires".

  

  Business Response

  Date: 10/07/2023

  We apologize for any inconvenience.  A credit has been processed on 9/30/2023 for 50% of the cost of the tires with the 2019 *** dates.  Credit memo LF33690 in the amount of $402.30.

  Thank you for the opportunity to respond to this complaint.

• Initial Complaint

  Date:09/29/2023

  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.

  On 7/25/2023, I called Tire Rack, ************************************************** ** ***** Order #KZ43991, I purchased 4ea. wheels 18X8 MSW Type 50, for $188.96 ea. total $755.84. Also, I purchased 4ea. tires $126.00 ea. total $504.00. Grand total, $1259.84 plus tax of $112.13. They committed to pay for the initial mount and balance $23.96 inc. tax and for my expenses to deal with the bad rim and bad tire, that comes to $53.11. Total of $77.07.T.R. claims they test all tires and wheels prior to shipping to the customer. They have you choose an approved facility to ship the wheels/tires too. ***** arrived on 7/31 at ********* **********************. Approved facility and its close to my home. On 8/03 they were mounted then I drove to I-90 to test the wheels/tires, there was a hop in the front end. I called T.R. and they instructed me to return to ********* for a new tire balance, they would reimburse me up to $30 per tire. ********* found a bad wheel. Tire Rack tried to dispute with me so I had ********* call and convinced them, they agreed to send a new wheel. Wheel came, 8/16. The wheel changeover was done on 8/20. I drove and tested, the car still had a hop in steering. I took the car back and they said I would have to reschedule. I went back on 8/22 ********* found a tire out of round. 8/24 Tire ordered came in about 8/28. Tire installed 8/29. The front end still hopped! Called T.R. and they approved taking the car to *********. Tire **** balanced the tires adding weights but I still have the hop! I've asked T.R. for my expenses back but I was told the bad tire hadn't been sent back. Nobody told me it had to come back. I was asked where it was, I told them and subject was dropped. I've never been sent a return authorization # and ship kit for the tire to returned. That is their policy. They haven't reimbursed my expenses. They want me to buy new tires at my expense or they send me same tire replacements with no warranty if bad. I want reimburse exp., and tires. T.R. wont pay or call.

  

  Business Response

  Date: 10/12/2023

  We apologize for any inconvenience.  

  We have issued the labor reimbursement in the amount of $26.02 and $51.05, total of $77.07 as requested.

  In regards to any additional credit or warranty coverage, the customer has been offered the option to return the tires on a goodwill basis from the manufacturer for full credit for the tires only.  This requires an upfront payment/purchase of the replacement tires, with the credit issued once the tires have been returned to Tire Rack for adjustment.  The customer's account is noted with this offer, but it must be fulfilled within a reasonable amount of time, no later than 11/1/2023.

  Thank you for the opportunity to respond to this complaint.

   

   

  Customer Answer

  Date: 10/24/2023

   I am rejecting this response because:
  
  

  Rebuttal:

  I received a message from *********************** of Tire Rack on 10/11/23 stating I needed to choose a ******** Tire Store in *******, so Tire Rack could coordinate with them and try not have any expenses for service come out of my pocket. Plus, a store to send replacement tires too. I chose the East ******* store and let him know.

   

  For the record... I asked ************** to have Tire Rack pre-pay for any further, necessary service work. He said that Tire Rack wouldn't or couldn't do that. Well, I have to pre-pay for the service for Tire Rack, a multi-million $$ company and wait for my money back from them! What is the difference? I'd rather not pre-pay for Tire Rack because they made an un-truthful excuse and wouldn't pay me back for my expenses the last time! That is why we are here!

   

  I responded to his message on 10/22/23 because I was working long extended hours! Today is the 24^th and I haven't received a response from Tire Rack.

   

  The week of the 23^rd and the week of the 30^th I'll have time to get this work done! I work long hours and periodically drive extended miles so I need to wrap this up when I can!  
  

  

  Business Response

  Date: 10/27/2023

  Please continue to work with ****** to move towards a resolution.  Tire Rack will facilitate the warranty for the tires, but it does require a purchase of new, and return of the potentially defective tires for a reimbursement credit.  

  Thank you.

  Customer Answer

  Date: 10/27/2023

   I am rejecting this response because: ****** email to ****** below;
  

  Hello,
  An appointment has been scheduled at the ******** Tire store on ************************************ for 11/22/2022 at 1015AM.  That is the soonest appointment. The store may reach out to you if something opens up or to confirm as well.  They will not charge you for the rebalance.   We do have the ability to send 4 replacement tires to that location for the rebalance.  That way if 1 tire is not able to balance they can swap out right there. 
  ****************************; |  Technical Product Support Specialist

  (I sincerely appreciate the set appointment and shipping the tires to ******** Tire)! J.S.
  

  Above is *****'s latest email to me./I have responded an email back to ***** requesting 1. Tire Rack deal with a second test drive to check tire balance (in case of compact snow and ice on roads), because there would be no smooth surfaces to verify balance. 2. Have ******** Tire potentially deal with my snow tires on the car in case of severe snow and ice road conditions.(******** Tire would have to Dismount snows, check and service new wheels and tires and then re-mount snow tires). **Is a road force test included to check condition of wheels?
  

  Now, #3. This latest Tire Rack response to BBB say's I'd have to buy new tires and ship bad tires back. I'm not prepaying or fronting any more money out to Tire Rack and having to wait for a refund! I'd prefer that Tire Rack have ******** Tire ship old tires back. I already have over 8 hours into dealing with this terrible situation! Not to mention fuel costs.
  

  Bad tires, bad customer service and not getting my money for service refunded to me caused me to file with BBB. (Mostly, not getting my money refunded)!
  

  
  
  
  

  

  Business Response

  Date: 11/01/2023

  In an effort to resolve this situation, Tire Rack will be reshipping a set of tires at no charge to the installer prior to the appointment date in November.  There will be no additional labor or other accommodations offered in the future.  The customer needs to continue to work directly with ****** in the ************************ to make arrangements to get the current tires returned for any warranty credit.  

  Thank you for the opportunity to respond to this complaint.

  Customer Answer

  Date: 11/13/2023

   I am rejecting this response because: My responses are not being answered nor are my questions.

  Please respond to questions below. Thank you.
  

  1. Does the ******** Tire appointment on the 22nd include the Road Force Test?

  2. The recent statement from Tire Rack says they wont handle additional labor or other accommodations in the future. (Does this mean after everything checks out after the November 22nd appointment)? (However, the warranty will be in force on the new tires, correct)?

  3. I won't be responsible to package and return old tires. I've exhausted myself in dealing with this situation already! Time, money, fuel ware and tear on my vehicle!

  *********************
  
  
  

  

  Business Response

  Date: 11/16/2023

  In response to the customer's questions:

  Please respond to questions below. Thank you.
  
  1. Does the ******** Tire appointment on the 22nd include the Road Force Test? - Yes, the road force balancing is included with the new tire installation.
  2. The recent statement from Tire Rack says they wont handle additional labor or other accommodations in the future. (Does this mean after everything checks out after the November 22nd appointment)? (However, the warranty will be in force on the new tires, correct)? - the new tires will carry the manufacturer's warranty.
  3. I won't be responsible to package and return old tires. I've exhausted myself in dealing with this situation already! Time, money, fuel ware and tear on my vehicle! The return will be handled through the installer by Tire Rack.

  As we've requested in the past - please direct any communication regarding this situation to ****** in the ********************* as he is better equipped to help with the resolution.

  Thank you for the opportunity to respond to this complaint.

   

  Customer Answer

  Date: 11/17/2023

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

  
  

  Thank you.

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,Hope all is well. Wanted to reach out (again) on this case (LD81501). On Tuesday (9/19) *** (from ************** Tire) arrived to move four tires (*********** Re71-RS purchased from you folks before) from the **** ARC8 rims to the ***** RPF1 rims, along with install the *********** tires on the **** rims. Note, this a Top Rated installer on your page (recommended via Tire Rack). The rims were unscathed and undamaged before his arrival (brand new car ****** GR86 2023 with less than 5k miles, new rims as well), during the install *** damaged all eight rims (damage extending from chips to paint, teething the rim (poor install work), destroyed end caps, and then spray painted a rim to hide damage). After the install I came out to retrieve the keys and began inspecting all the rims and noted the damage. Upon confrontation *** immediately lied and stated he did not perform any of the damage. After showing him around and explicitly pointing out the damage he turned his lie around and explained he did do the damage and was willing to repair the rims for $25 a rim (out of his pocket).I explained I do not wish to have the rims repaired, I want the property he damaged and then fraudulently lied about (e.g., tried to cover via spraying them) be replaced back to the original condition it was in. To add further damage, the rims were so poorly balanced the wheel had a terrible vibration at highway speed, so I had to go to a dealer (out of my way on Saturday) with a Hunter Balancer to rebalance them. We specifically took photos of the before balancing job (bottom left shows how high the number was) indicating a poor balancing job (borderline dangerous). My biggest concern is *** states to be part of Better Business Bureau on his website (which turns out to be false), so not confident in his ability to do right. We did speak, and as mentioned many times to you folks all he wants to do is repair the rims, which is unacceptable. Hence, I have reached out to you folks at TireRack to help rectify the situation and get these rims replaced and compensated for the install / re-balancing that was required. However, I am not sure this case is getting sufficient traction from your team (I have reached out to ***** and **** who have been helpful and have yet to hear from the teams manager ********). Having been a customer of ******************** for a long time, this has really been a bad experience and has left me frustrated due to lack of response and willingness to help a customer out to compensate for what occurred. As before, Ill attach pictures (again) to show damage

  

  Business Response

  Date: 10/05/2023

  Thank you for the opportunity to review this complaint.  ************** Tire, although on our recommended installer list, is not Tire Rack, but is an independent business that accepts drop ships and guarantees the installation related pricing shown on our website.  ******** from our Installer Support team has been mediating the issue on behalf of the customer, and there is nothing more ****************** can do, or is responsible for doing.  ******** shared the following regarding this case:

  I have been communicating with both ************** Tire and ***** over the past week in hope of mediating this issue between customer and installer. As a courtesy, ****************** has credited ***** for the installation cost charged by ************** Tire ($255) and the rebalance he needed after the service ($79.95).
  
  ***** has requested that ************** Tire pay for a new set of wheels ($1216 +shipping). ************** Tire has refused to pay this.They claim that only one wheel was damaged during the service, and that some of the damage noted by ***** was pre-existing curb rash. After some back and forth with **************, they agreed to pay for the cost of wheel refinishing elsewhere. This was a concession from their original offer, which was to refinish the wheels themselves. They are offering ***** $285, based on a repair estimate of $385, deducting $100 they have already credited to *****.
  
  ***** countered by requesting 50% of the replacement cost to be paid by ************** Tire ($608 +shipping). ************** Tire has been firm in their refusal to pay more than the additional $285. There is no structural damage to the wheels that would require total replacement. They also believe that a new set of wheels is not an equal-value replacement to the property that was damaged, since the wheels were not in perfect condition and there was some curb rash present prior to the service.
  
  To date, ***** has received $434.95 in compensation. ************** Tires offer to write a check for the additional $285 still stands.Accepting this offer would bring ***** total compensation for this claim to $719.95.
  
  Both the installer and the customer seem unwilling to compromise further. Due to the hostility between customer and installer, I have been mediating the issue on ***** behalf and holding the installer accountable for offering a mutually agreeable resolution. Outside of removing the installer from the program, there is not much more Tire Rack can do. 

  Thank you for the opportunity to respond.

  Customer Answer

  Date: 10/05/2023

   I am rejecting this response because:
  Hello TR!
  
  The courtesy cost is not a courtesy, it is simply doing right for a longtime customer of TR, who happens to compete in national events sponsored by TR (and proudly wears the *** sponsor on their cars windshield during competitions. The cost is simply replacing the time spent dealing with ************** (goes by ***) and his poor business practices. On top of damage to the face of the rim, he also damaged all the rim caps by using a screwdriver to remove them (coming out to $25 each). To add insult to injury as soon as the car was driven the balance was so poor I had to go out of my way to a dealer (take time off work) to get them rebalanced. Even the tech who did the rebalancing questioned where I got them balanced since the ****** numbers were so poor. While I do appreciate the compensation, this is not a courtesy from TR, this is a responsibility of TR to ensure the customer receives the service that was paid for.
  
  As I told *** and TR, refinishing the rims is not the correct thing to do. My property was damaged by careless/reckless work, from someone who fraudulently portrays them self as a certified installer with "******" equipment. The reality is none of his equipment is ******, and none of it is up to standard (all outdated balancing and mounting machines). To reiterate, refinishing will not be sufficient. *** wanted to refinish each wheel at $25 a wheel, considering his business can hardly mount and balance a wheel (after supposed 15 years in business), my confidence was low on his (or his friends) ability to do the repair right.
  
  Once the service was completed, he didnt bother mentioning the damage on all four rims. Instead, he blatantly lied to the customer, till questioned to reveal the truth of his damage. From there he offered $100 off + his friends will fix the rims for $25 each. What caused me to refuse this offer were two things:
  
  1) ************** Tire is running a business of lies, if lies to the customer face to face, he simply cant be trusted with my personal property. Doubtful that his repair would have been up to standard and would have been satisfactory regardless.
  
  
  2) He spray painted (yes, spray painted) a rim, which I will gladly share again (its in the original PDF) to hide his damage thinking I would not notice, once again not a professional service.
  Once we disagreed, we had a discussion where he simply mentioned you (the customer) are in a predicament, you either accept my $25 per rim fix, because TR will leave you hanging since they cant do anything about this situation. Which seems to be the case here, unfortunately.
  
  I can understand that ************** Tire does not want to compensate for a full set ($1k+). So, I went out of my way to call **** and learn that the rims come with a 50% off warranty replacement. I proposed a solution where the shipping back and forth, and cost of 50% of the rims be covered. This would allow me to get the property replaced, and hopefully never deal with this poorly run business again.
  
  To make this situation right, TR should consider compensating a customer who was simply looking to replace their used tires from what they believed was a reputable company TR & ************** Tire. The costs breakdown is as follows:
  
  $355 1st Mounting
  $(100) Removed from Invoice (************** Tires loss, not mine)
  $(255) Reimbursed
  
  Balanced out to $100 
  
  $(79.95) Rebalancing (2nd time)
  
  Customer is now $20.05
  
  $608 of Rims
  $116.40 x2 = $232.80 ship both ways (ship old rims back, get new rims here)
  
  Customer is now at a loss of $-****** to get the rims replaced.
  
  In addition, **** only offers a warranty replacement once every 2 years, so now I have to throw away the opportunity to use this service in the future due to a business destroying personal property and refusing to take ownership of their actions. To make this situation right, I would require the final loss price of ($820.75) to get the rims here and shipped. From there, I will go out of pocket and have the rims mounted and rebalanced, for the third time. 
  

• Initial Complaint

  Date:09/15/2023

  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 find it rather misleading that both Discount Tire and Tire Rack refer to themselves as a family/partnership. My intention in ordering from Tire Rack was to have my tires installed at Discount Tire, as their websites prominently feature mutual endorsements. However, to my surprise, nothing was included with my purchase, be it mounting, balancing, or any form of assistance. Regrettably, when I requested assistance from Discount Tire in person today 09/15/2023 ****, I encountered a lack of willingness to contact Tire Rack. Even the manager, ***, appeared disinterested when I explained the situation to his employee ******************** next to him put the key in the folder for another customer while listening to my situation without making eye contact. I intend to post a screenshot of the information presented on the Tire Rack website for reference. What's truly concerning is that, upon reaching out to Tire Rack, I discovered that this issue has affected other customers as well,multiple per Tire rack representative. My attempt to seek a refund was met with the insistence that I would incur a $228 shipping fee for returning the tires. This situation feels disconcertingly close to fraudulent practice, and it raises questions as to whether any corrective measures have been taken, given the financial gain in the form of $228 in freight charges for each return. This could potentially accumulate to a substantial amount, especially considering the possibility of multiple customers being affected.It's important to note that I purchased two sets of tires, totaling eight in all. I mention this to preemptively address any doubts about the veracity of my claim. Regardless of whether it's four or eight tires, expecting customers to bear the cost of return shipping for a product issue that isn't their fault strikes me as highly unreasonable.

  Customer Answer

  Date: 09/19/2023

  From: ******* <*************************>
  Sent: Tuesday, September 19, 2023 10:28 AM
  To: Info@ mailbox <***********************************************>
  Subject: Good Morning! Complaint #********

   

  I wanted to update you all that I did receive an email from the company, her name is ******. I will paste below our responses.

   

  (******) responded 09/18/2023 

  Good afternoon, *****************

  My name is ****** and I am reaching out regarding your recent experience with the Tire Rack.

  I do apologize for any confusion with the installation pricing shown on our website.

  I would like to see if we can assist you. Have you had the tires installed on your vehicle at this time?

  If you have had them installed, I am happy to issue you a $100 credit back to your original form of pay to go towards the installation cost.

  If they have not been installed and you are still wanting to return them, I am happy to cover the cost of the return shipping as a one-time accommodation.

  Please let me know what works best for you.

  Kind regards,
  
  ****** | Customer Care Team Lead

  ___________________________________________________________________

  (Self) ********.B response today@ 0800: 

  Good evening,

   Thank you for reaching out, and I appreciate your prompt response. I did have to pay for used tires which cost me $100, plus I paid $20 for the install. I feel the accommodation just for $100 would be appropriate, I can accept a check if it's easier, the payment I used was Affirm, so it will get lost unless they do some kind of credit. I agree to the full reimbursement for the tire purchase and return shipping, I would also appreciate your assistance with return labels. The tires are still new and banded together. My address to pick up the tires is ************************************************* 

   I also wanted to inquire whether the company is looking into a resolution to prevent similar situations from occurring in the future. Your agent mentioned that this has happened to multiple people, and it would be beneficial for both customers and the company to address any recurring issues to enhance the overall customer experience. I'm sure that constructive feedback from customers like myself can contribute to the company's continuous improvement. If there's any way I can assist or provide additional feedback, please let me know.

  
  Once again, thank you for your help, and I look forward to a satisfactory resolution.

  ______________________________________________________________________

  Thank you and please can you update the file.

  Respectfully:

  ********.******

  

  Business Response

  Date: 09/19/2023

  Good afternoon.

  We apologize for any confusion, but we can do either a return for full credit or provide the $100.00 credit towards the installation of the tires on this order.  We would not pay installation for tires that we did not sell, and in addition to the return freight charges for the tires we did sell that are being returned and refunded.  ****** will reach out to assist with the return, but there will not be any credit issued in addition to the full credit for the order.

  Thank you.

   

  Customer Answer

  Date: 09/19/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to the best it's going to be per business decision of Tire Rack. I accept the full refund and will have tires ready for this Thursday outside where they had been dropped off.

  On a side note, I do give permission for BBB to share this review online and the media, issue never addressed as to if they are working on a resolution to prevent this from other multiple people being affected and just paying the return shipping instead of reaching out like myself. again this is a known issue and should be looked at for future customers. 

  Thank you.