Complaints

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

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  The Tire Depot, LLC

  1191 Old Fannin Rd Brandon, MS 39047-9206

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  The Tire Depot, LLC

  5758 Terry Rd Byram, MS 39272-9217

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:08/17/2023

  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 a set RoadTour 655 MRE, Aug 2021. The warranty on Hercules website states this tire is good for 65,000 miles and if this tire becomes unserviceable due to a flaw in workmanship or materials, we will replace it at no charge during the first 50% of tread life. And this warranty is good for up to 36 months. The car began to drive poorly. The care was taken to The Tire Depot on July 29. On this visit I was told, the back tire was bad. And I had to buy another one. I would like to be financially reimbursed for this tire because it has the same workmanship damage that the others have. They would not replace it for free. The car was still driving badly so I took it to my mechanic and he told me the problem was the tires. I took it back to Tire Depot on Aug.11 and this time they told the front 2 tires were bad, excessive tread separation. Why didn't they identify this on the previous visit. It is impossible under normal wear and tear for the tires They told me they would not honor the warranty. Today, I took the car to another tire shop for an assessment. They stated the remaining 3 are in terrible shape, abnormal tread separation, unsafe to drive. I would like replacement tires for the same or better quality. I was taken advantage. The warranties were not honored. This is an unethical business. I do not recommend anyone to do business with them.

  Business Response

  Date: 08/17/2023

  Your complaint centers around us not being willing to replace your tires under the manufacturer's warranty due to defects in materials and workmanship. Unfortunately tread separation, which means broken rubber tread layers with air between them, is caused by impacts (with potholes, curbs etc) and this is not a manufacturer's defect issue but rather a road hazard warranty issue. No tire manufacturer will cover separated tires under a defect warranty unless it happens within the first 1,000 miles because a defective tire, rare as they are, will fail immediately after it's put into service. Hercules generously offers a free 1 year road hazard warranty on their tires but the tires in question are well beyond that in age. Like most tire retailers we offer an optional road hazard warranty that covers exactly these issues beyond 1 year but it is an additional option at time of purchase that was not added to these tires and so they are unfortunately not covered under warranty. This is not limited to Hercules but would be the same regardless of manufacturer. 

  Customer Answer

  Date: 08/17/2023

  
   

   Complaint: ********

  
  
  

  I am rejecting this response because: This company sold me old dry rotten tires, manufactured in 2019.  There were a year and a half old when they sold them to me.  I was not aware at the time that I was purchasing old tires.  How would you like to have been sold tires for $166 dollars a piece that were dry rotten and not been made aware that the tires were old?  No one wants to be taken advantage of.  I purchased the tires believing that I was buying tires that were made in 2021.   This is unethical.  Hercules on their website states that they cover the work of their tires for 36 months.  When I called  Hercules, they told me that Tire Depot could accept the tires back and replace them and fill out paperwork supporting replacing the tires that would be sent to Hercules.  

  
  
  

  Regards,

  
  

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

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 08/18/2023

  If Hercules provided you with a case number and stated that they would agree to replace your tires please forward that and the number you called to me and I will contact them. If on the other hand, they simply asked you to have the dealer send the tires in to be inspected and evaluated for a warranty claim I can state with certainty that it will be rejected it for the reason I listed earlier. Tread separation is caused by an impact which damages the inner liner of the tire and not a manufacturing defect. This means that a road hazard warranty would be required to cover the damage. 

  Customer Answer

  Date: 08/18/2023

  
   

   Complaint: ********

  
  
  

  I am rejecting this response because:  No company in America can justify selling someone  tires in August of 2021 manufacturer in 2019.  That was unethical and dishonest at it's core.  I came to the tire shop and told ya'll there's was shaking coming from the front right of the car.  Your company inspected my tires and told me the back tire needed replacing.  I purchased another tire from your company in good faith that ya'll were telling me the truth.  Replacing that tire did not resolve the problem.  It took my mechanic the next week to tell me the tires were the cause of the car shaking while driving.  So I bought the car back in a two week time span and your company says, oh yeah it's the front 2 tires.  Afterwards, I take it to another tire shop to get the truth of the matter and they tell me that it is the remaining 3 that are bad.  The only one that was good was the new tire that I purchased from ya'll.  So the truth was not told to me when I initially bought the car to your place of business for an inspection of the tires.  I see that we live in a day and age where honesty is no longer a virtue for certain businesses.  I will gladly pass the word.   

  
  
  

  Regards,

  
  

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

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 08/24/2023

  Ms ******,

  I'm sorry you are dissatisfied with my response but the issue at hand is still lack of road hazard coverage on your tires. The 18 month time from manufacture to installation is well within acceptable industry standards. Michelin, the largest North American tire company, requires tires to be installed within 3 years of manufacture and then deems them safe for 6 years after installation (not manufacture date). Most other manufacturers follow the same guidelines. The average US made tire is 8-12 months old when installed and the average imported tire is between one and two years old when installed. Tires in cool, dark and dry warehouses do not age at the same rate as an installed tire that is exposed to UV and Ozone from the sun so that time does not affect their lifespan nearly as much as after installation. We purchased your tires directly from the only wholesale warehouse in the state that carries the Hercules brand within a day of when they were installed as we do not stock any product at our stores instead using just in time inventory from our suppliers. The point being your tires fall well within both age guideline and the manufacture date is irrelevant to this discussion here as it had nothing to do with the damage to your tires. There is also nothing unethical in any part of our transaction with you. 

  I'll reiterate that tread separation in tires is caused by an impact that deforms the tire hard enough to cause the inner liner to be pinched by contact with another part of the tire or the lip of the rim. That break allows air to escape from the inside of the tire into an outer tread layer forming a lump or bubble that results in ride quality issues and ultimately failure of the tire. That can and does happen from poor roads and potholes and we see such damage on a daily basis. That is neither a manufacturing defect nor installation damage as evidenced by the fact they have been in service for two years. Replacement of an impact damaged tire falls under road hazard coverage and again I'll reiterate that the manufacturer covers the first year free and we offer an additional package to cover flat repairs, balancing and replacement that can be added at the time of purchase but was not in your case. I truly wish all of our customers purchased road hazard as this entire encounter would have been avoided had the tires been covered by a road hazard warranty. We have honored over 25 road hazard claims so far this month and I assure that customers are always happy when they have it. I do recommend that you purchase road hazard coverage from your next tire supplier as tires live a very tough life with the heat and poor road quality that we have in our area.

  Sincerely,

  **** ****