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.

close

Find a Location

Tire Rack (The) has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:07/11/2023

  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 purchased a set of vredestein quatrac pro xl tires from Tire Rack on 08/07/22, Order # (hp54662). I have emailed my complaint to tirerack.com twice in the past week regarding the unusual tread wear to my front two tires, hoping for full compensation according to the warranty period on tirerack.com website. They have not admitted to the tire defect, but instead blamed me for improper installation and usage. And, tirerack refused full compensation even though I am within their warranty period. The truth is, the tire installation, my daily driving, and vehicle maintainenance habits have stayed the same when comparing this set of tires from tirerack with my previous tires from other sellers. My last set of tires lasted me over 4 years, yet these new set of tires only lasted about 10 month **** miles, with the front two tires loosing tread and expose wiring, needing replacement. Furthermore, my vehicle is a 4 wheel drive suv, not front wheel drive. Strangely, the tread issue is only on the front two tires. In summary, I doubt the quality standards of these specific tires I purchased, and have lost faith in tirerack.com websites promises on their warranty. No matter how nice it sounds, they could unilaterally refuse compensation. I believe it would only be fair that i receive a refund for the two bad tires.

  

  Business Response

  Date: 07/11/2023

  We apologize the customer is unhappy with the way the tires are wearing.  We've reviewed the pictures provided by the customer, and our technical team has determined that the irregular wear is due to a vehicle issue, not a tire issue.  The cause could be from the vehicle being misaligned and/or having loose/bent/worn suspension parts.  

  As an accommodation, Tire Rack has offered 25% off two replacement tires.  

  Thank you for the opportunity to respond to this complaint.

   

  Customer Answer

  Date: 07/12/2023

   I am rejecting this response because:
     The process of tire installation, my daily driving, and vehicle maintainenance habits have stayed the same when comparing the purchase of this set of tirerack tires and previous tires from other sellers. 
    My last set of tires lasted over 4 years, yet these new set of tires only lasted about 10  month **** miles, with the front two tires loosing tread and expose wiring, needing replacement.  Furthermore,  my vehicle is a 4 wheel drive suv, not front drive.  Strangely, the issue is only with the front two tires.
    Therefore, I doubt the quality standards of these specific tires I purchased, and have lost faith in tirerack.com websites promises in their warranty.   No matter how nice it sounds, they could unilaterally refuse compensation.  I believe it would only be fair that i receive a refund for the two bad tires.

  

  Business Response

  Date: 07/13/2023

  We apologize the customer isn't satisfied with our response.  Pictures of the affected tires were reviewed by our tire support specialists, and the determination was based on the uneven wear on the shoulder of the tires.  This is indicative of a vehicle issue, not a warrantable issue with the tires.  The offer of 25% off replacements is an accommodation offered by Tire Rack since the tires are not eligible for a warranty credit from the manufacturer.

  Thank you for the opportunity to respond.

• Initial Complaint

  Date:07/10/2023

  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 own a 2018 ***** RDX with 45 thousand miles that I purchased from a certified ***** dealer . There are no modifications other than 4 rims from the tire rack . And the vehicle has been meticulously maintained.I recently installed for brand new ******** tires on the wheels at a reputable tire shop .A couple days after installing them I noticed vibration in vehicle that wasnt there previously with original rims. I spoke to customer service and they didnt want to take responsibility and return rims . They are blaming the new tires and the installer. My transmission light has been coming on. Immediately after putting wheels on. I believe the vibration has damaged my drivetrain. I still owe a considerable amount on the vehicle. I am extremely upset, I spent considerable amount on the rims and the vehicle and the car is shaking. They refuse to return the rims.

  

  Business Response

  Date: 07/18/2023

  We apologize the customer is having issues with his tires (not purchased from Tire Rack) and the wheels sold by Tire Rack.  A high-speed vibration is typically a tire issue as out of round wheels will vibrate at all speeds.  We've asked the customer to have the wheels tested locally so we can review the data and make the determination if the vibration could be a wheel issue, and he is not willing to have this done.  As a goodwill gesture, Tire Rack will have the wheels returned and tested at our distribution center.  If it's determined that the wheels are defective, credit will be issued.  If our testing finds no issue with the wheels, they will be returned to the customer.  ****************** will cover the freight as an accommodation.

  Thank you for the opportunity to respond to this complaint.

   

  Customer Answer

  Date: 07/18/2023

   I am rejecting this response because I told them three days after they were on there was a problem. My transmission light is coming on when those rims are on my car.  I put original oem wheels back on car with same tires that were on BBs wheels. And there no problem and transmission light is not coming on.  I did rebalance those wheels several times.  Im not asking for all the money associated whit rebalancing and tire mounting. Just refund for the wheels. When I removed wheels from the vehicle. The inside of the hubs were waterlogged.  The rims are also causing Rust damage on my hubs.  Rims have only been on car 4 months and its rusted. Im getting ripped off. 
  
  

  

  Business Response

  Date: 07/20/2023

  We're more than willing to get the wheels back for inspection.  Please let ****** know when they're packaged and ready for pick up.  

  Thank you.

   

  Customer Answer

  Date: 07/20/2023

   I am rejecting this response because:
  The rims are damaging my vehicle.  I have pictures of transmission light on. And my hubs rusted. And clean prior to rims be on the vehicle.  
  
  

• Initial Complaint

  Date:06/08/2023

  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 a set of Bridgestone Potenza tires in November of last year with a warranty on all tires. I filed a claim with Tire Rack in April when I picked up a nail in my passenger side rear tire at the advice of ******** Tire since it was too far over to repair. I have filed two claims with Tire Rack and have been denied both times due to not receiving prior authorization first. Why sell the customer a warranty if you arent going to honor it? I even paid more for the tire than the warranty is going to reimburse and still got denied. No way Im going to buy anything from Tire Rack ever again, Id rather walk.

  

  Business Response

  Date: 06/09/2023

  We apologize for any inconvenience or frustration.  The terms and conditions of the road hazard warranty are very clear regarding the requirement to have pre-approval prior to replacing a damaged tire to be eligible for reimbursement through the *** third party administrator.  ********** there was almost a full month between the failure of the tire, and the filing of the claim.  

  We can refund one tire in the amount of $192.99 as a one-time accommodation, but the requirements must be followed on future situations for any credit or reimbursement as we will not cover another tire for this reason.  A member of our customer care team will reach out directly to the customer with details.

  Thank you for the opportunity to respond to this complaint.

   

  Customer Answer

  Date: 07/13/2023

  Good morning,

   

  I would like to add a note for this resolution, as the business has resolved the issue.

   

  I was contacted directly by ******** from Tire Rack and was given the full amount allowed towards my purchase. She did say that this is her job with the company and that should I ever have any issues with a warranty, to contact her directly.

   

  ******** was very courteous and professional and made me feel like a valued customer. Please update the complaint to show that Tire Rack has supplied a favorable resolution and that their customer care department is quick and efficient.

   

   

  Thank you,

   

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

• Initial Complaint

  Date:06/07/2023

  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.

  Tire Rack sold me faulty Vredestein Tires, the original tires cost $1200 CDN plus a 5th tire to try to trouble shoot the issue at another cost of $400 CDN. They agreed to refund 75% provided I purchase new tires from them, send photos of DOT, slashed tires and tread depth. I purchased another set of tires per their instruction at a cost of $1700 CDN and them photos as they requested. Then Tire Rack changed the refund to 65% saying the tread depth was excessive but why would anyone believe the original tread depth on such a faulty tire? Then 4 days after the work was done they added a new requirement that the tires needed to be picked up so I provided the auto shops contact info but I suspect they immediately dispose of them. I would like to at least meet their minimum commitment of 75% but they should really refund the full cost of the original 5 tire purchases.

  

  Business Response

  Date: 06/09/2023

  We apologize for any confusion or inconvenience.  The warranty is a pro-rated adjustment based on the remaining tread depth on the tire.  It was reported that the tread depth was at 9/32nd of an inch of tread, resulting in the 75% credit calculation.  However, the pictures sent indicate differently with a tread depth of 7/32nd - meaning that more tread was used than originally reported.  The calculation of 65% is accurate, and once we have a response from the customer to *****'s email, the credit will be issued.  There's no need to return the tires to Tire Rack.

  Thank you for the opportunity to respond to this complaint.

   

• Initial Complaint

  Date:06/07/2023

  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.

  Attempting to get replacement tire under warranty. Run flat tire was run with no air pressure in it for a few hundred feet. Mechanic ****** that side wall damage was done and cannot be repaired. warranty program run through 3rd party company *********************. I have had a claim in the past for damage and never needed to get pre-approval for tire. ok now attempting to get preapproval but *** web site requires a repair order and a Original Installation Repair order what ever that might be. how can I upload these when my mechanic just says that they cannot be repaired. Also any attempt to contact customer service at *** give you a web link to an email address that states that a response will take 5 days. These are runflat ties so I do not have a spare. Can you wait 5 days to get an answer? What number can I call to speak with someone about this problem?

  

  Business Response

  Date: 06/09/2023

  Thank you for the opportunity to review this situation and reply to the customer's complaint.  ***** from our customer care team has reached out to the customer and will assist with the claims process through completion.  

• Initial Complaint

  Date:05/26/2023

  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.

  On 3/31/2023, I placed an order on tirerack.com for four new tires with the Road Hazard Program. Order #KN23606. The tires were shipped directly to and installed by an authorized installer (Tire *******). On 5/17/2023, my car gave me a low tire pressure warning. I took it to the same installer, Tire *******, who found a large nail in the sidewall of the tire. They said it needed to be replaced or I could not drive my car, and I needed to get to work. They replaced it with the exact same tire. I filed a claim for reimbursement for the cost of the replacement tire with The Tire Rack, Claim #***-TRR-***********, which was denied because I did not obtain authorization prior to the replacement. I did not have time because I was already late for work. Please honor the Road Hazard Program and approve my request for reimbursement.

  

  Business Response

  Date: 06/05/2023

  We apologize for any inconvenience.  The road hazard terms and conditions are very clear that pre-authorization is required when filing a road hazard claim.  The tire failed on 5/17, and the claim wasn't filed until eight days later on 5/25.  This is the reason for the denial.

  The price of the tire from Tire Rack was $177.99 each.  We can issue a credit back to the original form of payment as a one-time only accommodation from Tire Rack.   However, pre-authorization must be obtained in future situations.

  Thank you for the opportunity to respond to this complaint.

   

  Customer Answer

  Date: 06/05/2023

   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 if they issue the refund. 

  
  

  Thank you.

• Initial Complaint

  Date:05/23/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased tires from the tire rack store that were installed at a local accepted installer. Ever since I had these tires, there has been a vibration that was not there previously. I had made multiple visits to have the tires re-balanced have the vehicle aligned and the vibration continues. The installers at Big Brand Tire even reported that there was a tore with poor quality that was causing the vibration. I had to seek further support from the tire rack, warranty department, who demanded I get another Road Force Balance. This was scheduled and when it was performed the company that did the road force balance (Big Brand Tire ************) assumed that the damage was caused to tire by **. Now tire rack is pursuing this as a road hazard warranty. This has caused undue stress on my family, waste of time and left me without my vehicle. This is all due to a poor product. I have since found that Tire Rack sold me Tires from the year 2019 and I feel these are an inferior product and were previously damaged. I have made multiple efforts to contact a supervisor but have had no success as Tire Rack only submitted a complaint, and denied my request for their supervisors contact information.

  

  Business Response

  Date: 05/23/2023

  We apologize for the frustration.  From the photos provided, the damage to the tire appears to be caused by road hazard.  A claim has been started for the reimbursement of the replacement tire purchase, and one of our ************* supervisors is working directly with the customer to reach a resolution.  

  In regard to the 2019 DOT date, the tires are discontinued, closeout tires that were presented that way when the order was placed online.  Tire Rack is committed to being completely transparent with our customers when we sell closeout tires with a DOT date that's not a current date.  The customer was shown the 2019 DOT date during the order process.  

  Thank you for the opportunity to respond to this complaint.

   

• Initial Complaint

  Date:05/23/2023

  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.

  My daughter had a damaged tire in Dec 2022. I made a claim and it processed in January 2023. We are still trying to get paid in May 2023. Slow to process the check, only use **** for delivery and we tried to cash a check and it was rejected. The product i puchased was fine. The warranty and process for warranty *****.

  

  Business Response

  Date: 05/23/2023

  We apologize for the customer's frustration with the third-party road hazard claim administrator.  Tire Rack reached out to ******************* on the customer's behalf, and it's been confirmed that the customer has also reached out to them.  A new check was reissued, and the customer should receive it in 7 to 10 business days.

  Thank you for the opportunity to respond to this complaint.

   

• Initial Complaint

  Date:05/22/2023

  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.

  (I will provide screenshots of my email exchanges with *******) I ordered a set of 4 wheels from the Tire Rack website for $916.10. I found three of the four wheels damaged upon arrival. The wheels arrived in individual boxes (1 box per wheel). I initiated a damage claim with ******************* on 5-13-2023.5-15-2023 I was finally able to get the refund process started. ******* explained that policy dictates that the wheels must be "double boxed" to avoid shipping damage (the wheels did not arrive double-boxed). She also mentioned that I would not receive a refund if I failed to double box them. Tire Rack sent packing materials. I was also told that I would be responsible for shipping the damaged wheels back.5-17-2023 I received the boxes. They were an incorrect size (21x21x10, the exact same size of the original boxes). I reached out to ******* via email and called the customer service phone line to request to speak to a manager. I was told that ******* is the team lead. ******* submitted another request for new boxes (I noticed that a note was entered in the shipping request to "send bigger outer boxes"). 5-20-2023 I received the exact same-sized boxes. I now have a total of 8 boxes (sized 21x21x10). Tire Rack is closed on weekends so I am unable to talk to anyone until 5-22-2023. I initially ordered 4 new wheels. They did not arrive new, or "double-boxed". The damage is indicative of scraping/being dropped (damage went through the paint and primer) on a hard surface, and not that of what would occur inside a box on a delivery truck. **************** has failed twice to send the correct boxes (per their policy) to allow me to get the items back for a full refund. This has caused undue stress, it is a waste of time and product (boxes, fuel, ect). ******* was not knowledgeable about my order and she intentionally ignored my request to speak to a manager. My refund is delayed due to lack of accountability on Tire Racks end. I have more screenshots if needed.

  

  Business Response

  Date: 05/22/2023

  We apologize for the frustration.  *****, one of our ************* supervisors will be reaching out today to get this resolved.  We've asked the warehouse to measure the boxes to confirm they'll fit outside of the inner boxes for shipping.  We appreciate your patience while we get this sorted out.

  Thank you for the opportunity to respond to this complaint.

   

  Customer Answer

  Date: 05/22/2023

   I am rejecting this response because:
  

  I would prefer that I am on a conference call where the warehouse assures me (over the phone) that the boxes being sent are the correct size (I need actual measurements and a picture of the printed size on the box).

  The warehouse was sent the actual measurements (from me via customer service) twice now. I absolutely cannot wait any longer for my refund.

  Thanks. 

   

  
  

  

  Business Response

  Date: 05/23/2023

  The warehouse isn't set up to do conference calls.  ************ Care supervisor that's currently assisting is very capable of handling the situation.

  Thank you for your patience and understanding.

  Customer Answer

  Date: 05/23/2023

   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.

  Customer Answer

  Date: 06/01/2023

   I am rejecting this response because:
  
  This complaint is in reference to ID ********. I was not allowed to re-open the case. *I am solely seeking a refund of the initial amount paid on the set of wheels.* The supervisor (*****) put in charge of the refund process has not reached out to me since the initial phone call she made (1 phone call). A total refund of $687.07 was issued today 5-31-2023 (total initial cost was $916.10). I called customer service and they stated the following: "It looks like not all wheels have been inspected yet. That department is closed for the day." The representative then mentioned that she would follow up with me tomorrow, 6-1-2023, via email. I was not notified by ***** that the refund process would work this way. The complaint is: I was not made aware, by Tire Rack or *****, of the refund process once the wheels were received by them. I have performed every action asked of me, by Tire Rack, during the entire return process. ***** has displayed gross negligence, I only wish to speak to someone that can handle my refund now that they have received my product (in the condition they were shipped).
  

  

  Business Response

  Date: 06/05/2023

  We apologize for the delay.  The credit was issued for the fourth and final wheel on June 1st.  

  Thank you for the opportunity to respond to this complaint.

   

  Customer Answer

  Date: 06/05/2023

   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:05/09/2023

  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.

  We had purchased online tires from tirerack.com and the tire branding that we selected was Continental tires. We were preparing for vacation travel the following week. We took the 4 brand-new tires to *************** in *********************** for mounting on our Venza. And when we picked up the vehicle that evening we noticed the car was pulling hard to the right. The next day we made a call to the ****** dealership that there was an issue with the car. Initially, we thought the car alignment was knocked out but we had recently had that service done(documented). After the ****** representative test drove the car he stated that the new tires were defective and unsafe. We have this documentation from the dealership. So we purchased a new set of tires from the ****** dealer because the old tires they took off the day before were discarded. Leaving ** no choice but to spend more money. We brought this information back to Tirerack.com customer service multiple times while on vacation with no satisfaction! We escalated to the manager as days went by with no calls. Once we finally got them on the line they continued to say there is nothing they can do...they said to call the manufacturer which is Continental. The lady said there is nothing they can do either which makes no sense. We paid $1000 for a set of defective tires that we cannot use. Where is that fair to the consumer to trust that a product is reliable? People use online purchases regularly and there should not be any issue where you cannot make a return for something that is defective. We were even willing to swap out the tires for a different size but they wouldn't do that. So we're out of the $1000.00 for the tirerack.com purchase then we had to purchase new tires and mounting from ******. This isn't right and we need help getting answers. If nothing else refund ** for the defective tires or make the exchange for a different size that isn't defective or unsafe.

  

  Business Response

  Date: 05/11/2023

  We apologize for the customer's inconvenience and frustration.  Tire Rack facilitates the manufacture warranties for all brands that we sell, and we have to follow the terms of each warranty.  Continental Tire requires that the customer stay in the same Continental brand tire for any issues.  The customer purchased ******** tires from a dealership prior to reporting the issue to Tire Rack.  This took away our ability to properly assist the customer and get the tires covered at no cost to the customer or to ********************.  The tires are no longer at the dealership so we can't reach out to Continental again on the customer's behalf.

  In a good faith effort to get this resolved, we have decided to credit the customer as a onetime, goodwill accommodation from the Tire Rack.  We have reached out to the customer to get a different credit card to apply the credit to but have not received a return phone call as of yet.

  Thank you for the opportunity to respond to this complaint.