Complaints

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• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 4 brand new ****** tires for my 2021 **** ***** Discovery in September of 2024. The tires just hit a little over 10,000 and miles and are already bald and need to be replaced. I paid almost 1200 for the tires. I went to dicks tire barn where I purchased them and they then told me that this particular tire has no mileage warranty (which they failed to disclose at the time of purchase) and the rep from the manufacturer of ***************** said there's nothing they could do. The business is refusing to back the product they sold me and will not replace them but offered me a discount on a new set of tires but not a free replacement. They offered me tires with a warranty which cost the same as the tires they sold me in September (why were these not offered in September). The owner even admits In a text thread which I can provide that the brand ****** he has had no luck with and most of there products he won't carry anymore. I've gone back and forth trying to give the business an opportunity to make it right, but he only wants to offer me a discount which will Cover his cost on a new set of tires, which puts me out 1200 and an additional 600 if I agree to his terms. I'm seeking a full replacement due to product performance and knowledge of the products warranty that was not disclosed at the time of purchase.

  Business Response

  Date: 04/10/2025

  The customer did make the purchase at our location 9/18/24.  I can't remember the exact details from a sale made almost seven months ago, but we typically offer a customer at least two different options and let the customer decide which tire works better for their needs and or budget.  This customer has made several purchases from us dating back to 2/2/22 and each time the selection has been for the least expensive option available.  We did not misrepresent the warranty that the tires came with.  Every other tire the customer purchased clearly states the mileage warranty that the tire comes with.  This particular tire does not offer a mileage warranty so no mileage warranty is listed on the receipt. 

  When it was brought to my attention that the tires in question were low on tread with a little under 13,000 miles on them I agreed with the customer that this seemed unusually fast.  I stated that I would reach out to my representative from ****** tires to see if there was anything that they could do.  It took almost three weeks of hounding the rep to finally get an answer that they were not willing to do anything as a mileage credit due to the fact that the tire has no mileage warranty.

  As good will towards the customer I was willing to refund 50% or the original purchase price, including labor and old tire disposal, both of which are not normally included when figuring out mileage credits, towards the purchase of another set of tires.  I recommended tires that do come with a mileage warranty this time instead of the least expensive option available.  One of the options given has a similar price to the ****** tires originally put on, but this tire was not available in September.  The amount of the credit offered would be more than the profit Dick's Tire Barn made on every tire the customer purchased here added together, so his thinking that we're just trying to make money off him is false.  Any credit we offer is for good will for customer satisfaction, but there is a limit to how much we would be willing to offer for this.

  Customer is neglecting to mention that we already replaced one tire for free, just charging labor and sales tax less than a month after the original purchase due to the customer hitting something and ruining one of the original tires.  He is also asking us to warranty a tire for mileage where the tire in question comes with no mileage warranty.  I feel we have gone above and beyond what is called for in this circumstance and while I understand that the customer is upset, he is putting the blame on the wrong entity.

  Customer Answer

  Date: 04/10/2025

  Complaint: ********
  
  I am rejecting this response because:
  I don't always choose the least expensive tires. The tires with the warranty he was offering at a discount are the same price As the tires he sold me so that's not true.  It is true they did replace one tire but that's because I purchased the road hazard insurance of 15 dollars per tire, which includes hitting something and causing a flat.  As far as blaming the wrong entity thats not the case, dicks tire barn is the entity, they are the ones selling the product not me.  We were never informed that the tires did not have  a mileage warranty and it's kind of odd that he would sell tires without this warranty considering the price of the tires.  I'm only looking to get what I paid for and I did not expect that I would get only a few short months out of such expensive tires.  I find it odd that he can't remember something from seven months ago but can remember other details.  I've spent a lot of money with him and my only ask is that he does the right thing and guarantee his product.  

  Sincerely,
  
  ****** *****

  Business Response

  Date: 04/10/2025

  The only details I claim to remember are the ones I have documentation for.  Such as each purchase made here by the customer was for the least expensive option available, not for high mileage, excellent traction or good ride.  Price is always the basis of the purchase.  It is easy to state now that these would not have been purchased due to the no mileage warranty, but purchase history shows that the least expensive option is what is always chosen.  No regards for other factors.

  We do stand behind the tires we sell for what they are warranted for.  In this case the tire has no mileage warranty but I agree with you that 13,000 miles is extremely low.  The low mileage and the previous purchases are reason any offer was made at all when the tire manufacturer, the company who should cover it if there is a warranted defect, did not offer anything at all.  While on two separate occasions the customer did purchase road hazard warranty, this was not purchased on the ****** tires.  This is shown in the first attachment.  The second attachment shows a single tire purchased earlier this year where road hazard warranty was purchased and is clearly listed on the receipt.

  The third attachment shows tires previously purchased with a low mileage warranty of 40,000 miles.  The way a mileage warranty works is that if you do not receive the warranted mileage you would receive a pro rata portion of the original price back towards your next purchase.  Basically, you get reimbursed for the miles you did not receive.  If you do not receive the full mileage, you do not get a free set of tires which is what the customer is asking for.  On a tire with no mileage warranty at all any credit offered is as good will as they give no expectations for mileage.

   

   

  Business Response

  Date: 04/16/2025

  The basis for the complaint is that the customer is not satisfied with the mileage he received out of tires that came with no mileage warranty.  After discussing the complaint with the manufacturer of the tires they stated they were not willing to do anything in this matter for customer satisfaction.  The customer was shown the thread of the discussion about this.  As a customer of ours, for customer satisfaction, we made an offer for a 50% refund towards the purchase of a new set of tires which the customer refused.  This would be a significant loss on our part, the offer was made to try to satisfy the customer.

  When the original sale was made the only concern for the customer was going with the least expensive option available at the time.  Warranties were not a factor until the tire selected underperformed to the customers expectations.  We had never sold this particular model of tire so had no reference for what the tire would achieve for mileage.

  Customer Answer

  Date: 04/16/2025

  Complaint: ********
  
  I am rejecting this response because:
  The response by the business is not only untrue it is completely unfair.  Why would I buy a tire without mileage warranty for the same price I could have gotten tires with a warranty?  Why would I say I only want the cheapest ones and say I didn't care if they failed or not?  Does this sound like somebody who is paying almost 1200 dollars for tires would say? And why would I purchase the road hazard protection on all tires if I didn't care?  To not even get 150000 miles out of a tire that apparently has never been sold before, according to the response from dicks tire barn, is outlandish considering almost every tire sold in the US has a minimum of 30k warranty.  But I guess I decided that day that none of that mattered right? Dicks tire barn is saying that it would be a huge loss for them? What I about the loss I have taken?  50% off of new tires is a great deal if I was buying them for the first time, not if I have to replace them because the product they sold is no good.  Dicks tire barn isn't paying what I was paying for the tire from there dealer they are paying much less otherwise they wouldn't be in business.  I'm infuriated to have someone accuse me of only wanting cheap tires when they were anything but cheap.  As a business owner you must back the product you sell and do right by the customer.  I would have never bought those tires if I knew they had no warranty and if I knew they weren't a good model as dicks stated above.  I'm a hard working American veteran and I'm being treated like I purposely bought tires that would fail.  Buying tires based on what I can afford or not afford is none of dicks tire barns business.  I purchase tires from them because I always purchase tires from and I always ask about warranty and important information, I'm not stupid.  I would have taken care of my auto met and dealt with my tire rep on my own, but that's because I know how important customer service is.  The bottom line is they never said there was no mileage warranty and failure to disclose that information has brought us to this point.  To admit that it's a model and brand you don't use that often or recommend should be the tell tale sign of how dicks tire barn is in the wrong.  I paid the money for the product and the product failed and I need this resolved because I have child that travel in that car and there safety is paramount.  

  Sincerely,
  
  ****** *****

  Business Response

  Date: 04/26/2025

  I would like to reiterate that I cannot remember all of the details from a sale made last September, I can only give details from what we have records and for what our normal procedures are.  I am not just making facts up or adding details that I know nothing about.

  I have already stated that the tire offered as a replacement, the ******* ******* ***, was not available when the ****** tires were purchased.  This is a new tire that was just released last year and the odd sizes, like what your **** ***** calls for, are the last to be made available.  Before September our supplier, which has multiple warehouses, had received 112 of these in the **** ***** size of 275/45R21, but they were out of stock by the middle of September.   They have sold out again and are on back order right now.

  I never stated that you didn't care if the tires failed, that wouldn't make sense.  You seem to be certain that you asked the important information about warranties.  Either this is not the case, or you chose to ignore the fact that these tires come with no mileage warranty.  We would not have misrepresented the mileage warranty at the time of sale.  You keep mentioning the amount that was paid for the tires.  The price is high because of the odd nature of the size, everything available in this size has above average pricing.  It has nothing to do with the quality of the tire but with the uncommon size **** ***** decided to go with on your particular model.

  You also keep stating that you always purchase road hazard warranty even though this has nothing to do with the matter at hand.  You have made purchases from us for five different vehicles, four sets of four tires and a single tire.  Road hazard was purchased on one set of four and the single tire.  The other three sets of four road hazard was not purchased.

  You state that it is none of my business what you can or cannot afford and on this I agree with you.  That is why when you consistently choose the inexpensive options we don't try to make you purchase something different.  We give you options and let you choose what fits your needs and or budget the best.  If we knew for sure a tire would tend to be problematic for some reason we would pass that information on.  This was the first and only time we sold this particular model of ****** tire.  We had no feedback on them and had no reason they would not perform well.  We've sold a high number of ****** tires contrary to your statement.  While we've had an issue with a particular performance model not achieving the warranted milage consistently, it's nothing like the wear you had with this model of tire.  

  You are partially mistaken on mileage warranties.  If you had a broad line tire size, then a mileage warranty is normal.  Take a popular size like 225/65R17 for example.  Not including snow tires, in this size we have 133 different options we can order in. All but 17 of these options come with mileage warranties ranging from 40,000 all the way up to 90,000 with many of them being 70,000 plus.  In the size for your **** *****, 275/45R21, we currently have 33 different tires we can order in and only 10 of these options have a mileage warranty and they range from 30,000 up to 80,000 with most being under 60,000.  The size of the tire and the type of vehicle they are intended for have a great deal to do with the mileage warranty offered, if any.  So, you can't just generally state that the majority of tires come with mileage warranties.  Context is needed with this statement.  All of this can be verified on our website where we list the prices of all of the tires that are available to us with all of their warranty information.

  You keep stating that as a business owner I must stand behind the products I sell.  I do stand behind them for what they are warranted for.  If you had a persistent vibration issue we would have diagnosed the problematic tire(s) and done a replacement free of charge.  Likewise, if you had a mileage warranty and the tires did not achieve the stated mileage and the warranty conditions listed on your receipt were met we would have given you a prorated portion of the original tire price back towards the next purchase.  (That's how mileage warranties work, prorated on the original purchase price, not free replacement.)  The problem here is you are asking me to warranty an issue that is not covered by warranty from the manufacturer.  This is not just ******, all tire manufacturers have some tires with no mileage warranty.  I made a good faith offer which did not have to be made at all and you declined.  While it may have never been stressed to you that the tires did not come with a mileage warranty (once again, many tires do not), it was definitely not hidden from you.

  Customer Answer

  Date: 04/30/2025

  Complaint: ********
  
  I am rejecting this response because:
  I do not agree with how the business is handling this matter.  At the end of the day I purchased several sets of tires from this location, and as a consumer I'm not being handled correctly.  If this were my business my customer would have been taken care of and I would have dealt with my dealer at ****** tire separately.  I stand on my request for a full refund or a full tire replacement. 
  

  Sincerely,

  
  
  ****** *****