Complaints

This profile includes complaints for Tire Rack (The)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tire Rack (The)

  7101 Vorden Pkwy South Bend, IN 46628-8422

  
• 

  Tire Rack (The)

  3300 WALTHAM WAY McCarran, NV 89434

• 

  Tire Rack (The)

  PO BOX 17480 Golden, CO 80402-6024

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/11/2023

  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.

  Ordered a tire and wheel setup form tirerack.com on June 16, 2023. Tirerack.com sent me a ******* tire that was too small for the ***. The tire manufacture (*******) stated that the max ***** for the ********* tire is 7.5.As a result of the *** being 8 and the tire fitting a max *** ***** 7.5 (see *******s correspondence) the tire appears stretched too far. This is an incorrect fitment per my conversation with the local Mini dealer, a local tire shop (******** tire) and the tire manufacture themselves. In addition, the tires built in curb guard is rendered useless.Tirerack claims the tire is the correct size for my vehicle but neglects the fact that my vehicles OEM *** ***** is 7, which agrees with *******s statement.Attached you find photos of the tire/wheel setup Tirerack sold me along with an email from *******. You can clearly see the gap from the tire to *** edge where a finger can fit. Theres no other tires on *******s website or Tireracks showing this much tire stretch.Please compare the fitment on *******s website pic vs what tirerack sent me. It's clear on *******s website pic how the tire extends beyond the ********* (curb guard) whereas on my set up the tires is stretched out too far.

  

  Business Response

  Date: 09/18/2023

  We apologize for any inconvenience.  An agreement has been reached at this point, and we will issue a credit for the tires only back to the original form of payment on the order.  We've flagged the account for future purchases and suggest that the customer shop locally moving forward to ensure correct fitment and the aesthetics he's looking for.

  The credit will be issued in 3-5 business days.

  Thank you for the opportunity to respond to this complaint.
  

   

  Customer Answer

  Date: 09/18/2023

   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:09/11/2023

  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 four Tire Wheels from Tirerack, which were delivered to one of their partner installers. A dealership. The dealership showed me that one of the wheels has some oxidation and or peeling of the clear coat on the front rim, not near the bolts. The dealership said that Tire Rack is good about these things as they are common, and they would provide a solution. (Probably send another wheel to replace or provide a discount)When I reached out to Tire Rack, customer service asked me to send a picture and they would get back to me. They did not call me back so when I followed up they said that it was the installer's fault. You can see from the picture that the peeling is not from bolt installation. The other three wheels had no problem.

  

  Business Response

  Date: 09/12/2023

  We apologize for the inconvenience and frustration.  It looks like a member of our **************** team has reached out and there's a mutual agreement to discount the damaged wheel.  We appreciate your patience and your business.

  Thank you for the opportunity to respond to this complaint.

   

   

   

• Initial Complaint

  Date:09/07/2023

  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.

  I attempted to submit a claim under Tire Rack's 24 month road hazard protection. Only one tire was damaged, this was on an AWD car, when one tire needs replacement past a certain mileage all four do. My claim for the other three tires was denied and was told it was because they do not cover AWD cars. My desired resolution is for the claims for the other three tires to be approved. Nowhere in their document about this warranty is this exclusion mentioned, you can find it here: *************************************************************************************** . If you need photos of the tread depth on the undamaged three tires to prove the need to replace all four I am more than happy to provide that and any other information you may need to help me with this claim.

  

  Business Response

  Date: 09/07/2023

  We apologize for any confusion.  The Road Hazard Policy Terms and Conditions on the Tire Rack website clearly state that "Covered Loss means that a Covered Tire becomes Unserviceable during the Coverage Period because of damage caused by impact with a Road Hazard".  The road hazard protection only applies to the tire(s) that fail due to road hazard, not every tire on the vehicle.  

  Please upload a copy of your installation receipt to the *** portal to complete the claim for reimbursement of the tire that is covered under the road hazard policy.  

  Thank you for the opportunity to respond to this complaint.

   

  Customer Answer

  Date: 09/07/2023

   I am rejecting this response because: The absence of this policy from from the associated pdf file outlining what is covered and what is not covered is unacceptable.  If Tire Rack's policy is to not cover the proper replacement of tires on an AWD car past a certain tread depth and then not include it in that document, then that is very misleading.  When their road hazard protection is advertised is specifically says they cover almost all tires for "all passenger, light truck and SUV tires for two years from the date of purchase."  It is assumed that if one tire needs replacement on an AWD/4WD vehicle that you will likely need to replace all four, unless the tires are very new.  The vast majority of light truck and SUV's on the road today are either AWD or 4WD, Tire Rack presents this coverage as if it will cover tire replacement on those vehicles due to road hazards under assumed industry standards.  
  
  
  

  

  Business Response

  Date: 09/08/2023

  Again, we apologize for any confusion.  The road hazard warranty covers only tires that fail due to a road hazard occurrence.  The coverage doesn't apply to the remaining tires on the vehicle. 

  The Tire Rack Tire Road Hazard Program provides You with a limited warranty for the repair or replacement of any Covered Tire which during the Coverage Period, becomes Unserviceable because of damage caused by impact with a Road Hazard.

  What is not covered:  Consequential, incidental, and/or secondary damages; (s) Any costs that You may incur as a result of the need to replace a tire other than the Program Benefits; 

   

  Customer Answer

  Date: 09/08/2023

   I am rejecting this response because:
  
  You clearly wrote this policy to cause confusion, and at no time does it say AWD cars are not covered which has been said to me multiple times by Tire Rack representatives. That is fine that your warranty does not cover all four but this should be clearly stated in your policy; in no place in the program document does it even say the words AWD or 4WD.  This is purposely deceptive and is an issue that should be addressed by the BBB and Tire Rack should fix this by explicitly stating what is and what is not covered, or by honoring what they lead customers to believe.

• Initial Complaint

  Date:08/22/2023

  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 July 14 I contacted Tire Rack regarding a 16" wheel for my granddaughter's car, order number KY47704, to be sent to ***************** Plus in **********. I paid $151.00. I received a call from ***** at ****** Tire Plus stating that Tire Rack sent a 17" black aluminum wheel that did not fit the **** Pontiac Vibe and did not match the other wheels on the vehicle. I contacted Tire Rack and informed them and they said as long as the wheel wasn't damaged I would receive a refund. Tire Rack sent the packing material to Tire Plus on July 25. On August 15, an email was sent to me, from Tire Rack stating the wheel was damaged, I would not receive a refund but around a 40% credit. I have no proof from Tire Rack showing the damaged product, if it was damaged. They stated the tire damaged the wheel, there was no tire. No tire was put on the wheel because I hadn't bought a tire yet. I purchased a wheel from ****** the next week and had it sent to **************** without any incidents. I bought a tire from **************** and had it put on the wheel that was purchased from ******. I have no need to have credit from Tire Rack because I would not purchase anything from them because I feel they are dishonest. They not only have my money but also the product I paid for and trying to give me a small credit.

  

  Business Response

  Date: 08/24/2023

  We apologize for the customer's inconvenience and frustration.  The wheel ordered is what was shipped, the boxes shown were for original equipment wheels which we do not stock or sell.  Tire Rack covered return shipping charges already as an accommodation, and call tag fees to pick the wheel up from the installer after sending new packaging material for the return trip.  The wheel was not packaged correctly, and came back damaged and unable to put back to stock.

  We'll issue a credit as an accommodation, but this is a onetime only accommodation as the product shipped is what was ordered.

  Thank you for the opportunity to respond to this complaint.

   

  Customer Answer

  Date: 08/25/2023

  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:08/22/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  hi, i order tires from tire rack , i didnt get the tire, after check the tracking number from **** i found them ship it to other address, and i ask tirerack company to refund it,because i can not keep wait,and i order from somewhere, but they dont refund it, the tracking number is :******************, my address is in ** State,they delivered to ********

  

  Business Response

  Date: 08/24/2023

  Thank you for the opportunity to look into this situation.  It's been determined that the scans showing any movement after the original delivery scans are fraudulent and not valid.  *** has confirmed the tires delivered to the shipping address on the order, provided by the customer.   We suggest the customer file a police report and file a homeowner's claim if they feel the tires have been taken.

  Thank you for the opportunity to respond to this complaint.

   

• Initial Complaint

  Date:08/21/2023

  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.

  The business refused to refund me the warranty for my tire.I ordered all 4 tires on the same invoice and one of them obviously was defective, kept getting deflated and one time I was driving on the road, it went from 30 to 0 psi in less than 5 minutes. As I was getting to safety, I had to drive the car while it was deflated since I was at night in the middle of the road on a single lane road.. i had to wait for roadside assistance to come and tow my car.The thread of the tire became 0 since I drove it when it was deflated but it still does not dispute the fact that it was a roadside hazard issue AND bad quality tire.I reached out to Tire Rack numerous times and even after the initial phone call, they mislead me into thinking they approved my case only for me to go and buy a brand new tire what a scam.After I got the new tire, they denied the claim saying its not a road hazard issue (which obviously it is) and then transferred me to their thread warranty department where they also denied the refund.Why would all 3 tires that I ordered on the same invoice be in mint condition and only one of them is completely warned out? Its obviously not a maintenance issue, any 4th grader can tell that.I have pictures of the tire same day in perfect thread condition and they refused to see it.None of their explanation over the phone justifies their decision.I am asking for a refund for the new tire that THEY MADE ME ORDER from their shop.I believe they are scamming me and I want a refund and an apology.

  

  Business Response

  Date: 08/24/2023

  We apologize for the customer's frustration.  The tire has clear road hazard damage but is also worn down to an unsafe tread depth and has to be replaced which disqualifies it for the road hazard coverage.  The road hazard damage voids any manufacturer warranty for rapid tread wear as well.  We've reached out to the customer to offer a 25% discount on the replacement tire as an accommodation.

  Thank you for the opportunity to respond to this complaint.

   

  Customer Answer

  Date: 08/24/2023

   I am rejecting this response because:
  
  I experienced a road hazard incident that led to one of your tires losing pressure and, subsequently, the tread becoming severely damaged. I had to drive cautiously to safety, which contributed to the rapid deterioration of the tire's tread. It is disheartening that you have categorized this situation as a maintenance issue, rather than acknowledging the impact of the road hazard incident.

  
  I want to bring to your attention two significant points that challenge your current stance:

  
  Deficient Tire Possibility: All four tires were purchased together, and the inconsistency in tread wear among them raises concerns about the quality of the tire in question. While the other three tires remain in excellent condition, the rapid degradation of the fourth tire's tread suggests a potential manufacturing or quality issue. I have photographic evidence from the day before the incident that clearly demonstrates the satisfactory condition of the tire's tread.

  
  Misleading Communication: When I reached out to your roadside safety department, I was informed that ordering a replacement tire would result in a refund. I was even told I was "pre-approved" for the refund. However, the subsequent clarification that I was only "pre-approved" and not actually approved for a refund was misleading and disappointing. This experience raises concerns about the integrity of the company's communication practices.
  I must emphasize that I am not pointing fingers or placing blame. My intent is to resolve this matter in a fair and rational manner. As a loyal customer, I find it challenging to accept the refusal for a refund in light of the circumstances. It is in the best interest of both parties to find a solution that upholds the company's reputation for quality and customer service.
  I sincerely urge you to reconsider your decision and recognize the exceptional circumstances that have led to the unfortunate state of the tire in question. By doing so, you will not only retain a satisfied customer but also uphold the principles of transparency and customer-focused service that your company is known for.

  To add to the above, 25% is not enough, I still demand the 100%, if you want to do the right thing. I am sure you can do better.

  And I am not frustrated, I am just disappointed that a company with your reputation does that to its customers.

  
  Thank you for your attention to this matter. I hope we can resolve this issue promptly and amicably. I eagerly await your response.
  Sincerely,
  

   

  
  

  

  Business Response

  Date: 08/24/2023

  The customer has been offered and accepted a 50% credit.  

  Thank you.

• Initial Complaint

  Date:08/09/2023

  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 bought 4 tires from TireRack 0n 3/22/2022, I also purchased a two year road hazard insurance, please see invoice. After only 10K miles two tires began loosing air, On 6/19/2023, I took the car to TireRack's local retailer Discount Tire who informed me that the tires were defective from the side walls, likely from the factory and needed to be replaced, they also indicated that the other two would also need to replaced soon. I had the 2 tires replaced as per Discount Tire's instruction and paid $774,55, please see invoice.About a week later, around 6/26/2023, I filed a claim with TireRack on their website, the claim was accepted. It has *** over two months and I have not received reimbursement for the tires from TireRack, I have sent multiple inquiries and emails to no avail, I have received cryptic responses and excuses.I would like a refund for the tires I had to buy and two new tires I putchsed on 6/26; and 2 new tires to replace other two tires that are now also losing pressure due to defects on the sidewalls.

  

  Business Response

  Date: 08/09/2023

  We are very sorry for the problems with the tires.  The two tires that are losing air are covered under the Road Hazard Warranty provided at no charge at the time of purchase.  The two claims have been approved, and payment mailed from *** on 8/2/2023.  

  If you feel the other two tires have a manufacturing defect, please contact our customer service warranty department at *********************.  

  Thank you for the opportunity to reply to this complaint.

   

   

  Customer Answer

  Date: 08/09/2023

   I am rejecting this response because:
  
  This is the same response I have received from TireRack for 2 months now, where is my money?

  

  Business Response

  Date: 08/17/2023

  Unfortunately, the response is the same since there is nothing additional that we can do for the customer.  Two claims have been paid, and the other two tires will need to be handled through the warranty department as a manufacturer's warranty.  We're happy to assist with that process at ****************************.

  Thank you.

  Customer Answer

  Date: 08/17/2023

   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. I received the check yesyterday.

• Initial Complaint

  Date:08/07/2023

  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.

  I placed an order for a set of 4 225/55R-19 ******** CROSSCLIMATE2 tires on July 18th, 2023. I choose for the tires to be delivered to an installer trusted by tire rack based on reviews. Upon the installer receiving my tires on July 19th, I had to call the installer to make an apt to have my tires installed. The installer I choose was Your *******************************************, LLC. In ******, **. The installer confirmed their next available opening was Your 2021 CX-5 is reserved for service on Aug 3, 2023 8:00:00 AM at *******************************************, LLC.On August 3rd, I dropped my vehicle off at 8am to have my tires installed. I was told they would be installed within 4 hours. I received a call from the installer at 11:40 saying it wasnt started and would be done by 5pm. I received another call at 2:50 saying it wouldnt be done by today and that it would be done in the morning of 8/4. Morning came and went on August 4th, and I still received no phone call, I had to call the installer myself to get things moving. I called the installer about 5-6 times before I spoke with an advisor, only to be told I would receive a call back. I finally spoke with the installer around 11:45 saying they had to order my tires? I told them, you didnt have to order any tires because my tires were shipped from tire rack and you have had my tires for over a week. Im not paying for tires I already purchased from tire rack. He then said ok, well have your vehicle ready by 5pm. I contacted tire rack via online chat and was told to email them my complaint and their team would contact the installer and they would give me a $50 credit. This was on August 3rd. On August 4th, I then chatted with them again via online chat and was told the installer was removed from their installer list just finally on August 4th. based on several other complaints. On August 4th, they then said they would issue me another credit of $50! I have no received any credits from tire rack. I also was without a vehicle for over 24 hours.

  

  Business Response

  Date: 08/07/2023

  We apologize for the customer's inconvenience and frustration.  The independent installer did not provide the level of service required to be one of our recommended installers so has been removed from our listing.  The refund for $100.00 has been processed today, and the customer will receive a credit confirmation email for her records.  Please allow 3-5 business days for the credit to process back to the Affirm account used on the order.

  Thank you for the opportunity to respond to this complaint.

   

• Initial Complaint

  Date:08/01/2023

  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.

  Purchased tire 8 months ago and now the tires or no safe to drive the car. Been arguing with them for weeks. I need a refund .

  

  Business Response

  Date: 08/07/2023

  We apologize the customer is having issues with their **************** tire has road hazard damage, and the customer was instructed to file a claim with the road hazard department.  The other three tires can come back to our warehouse to be forwarded on to ******* Tire for inspection and possible warranty adjustment and credit.  Until we get the tires returned, we're not able to assist any further.

  Thank you for the opportunity to respond to this complaint.

   

• Initial Complaint

  Date:07/18/2023

  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.

  Tire rack was great until it was time to honor road side hazard. Their find print is so ridiculous to make it so they never have to really honor what they advertise. So at 4am on a Saturday of a holiday weekend while ********************************************************************************************* an unsafe environment, Since there is little shoulder space with a tire sliced open by glass. I apparently have to go online and file a claim to replace a tire and WAIT for them to approve it. Seeing that our issue happened when they were closed it does not make sense. We instead replaced the tire with the only tire in our size that we could find nearby with the intention to get our family safely to our vacation. Then we could file a claim once we got back from vacation, had a computer and they were open. Which seems logical? Not to TireRack. All we wanted is the two month old tire replaced with the coverage they advertised, so we can use the one we were forced to buy in an emergency as a spare. BBB should really look into these types of deceptive fine print. Honestly, they should just not offer the roadside hazard coverage if it is not going to able to applied in real world situations. Original purchase receipt is included And replacement with another tire receipt.

  

  Business Response

  Date: 07/20/2023

  We apologize for the customer's frustration with the road hazard situation he experienced.  A member of our customer service team has reached out with information on the road hazard terms and conditions for future situations.  As an accommodation, Tire Rack will cover the cost of the replacement tire in the form of a credit back to the customer.  This is a one-time only accommodation/

  Thank you for the opportunity to respond to this complaint.