ComplaintsforSky Tires & Wheels INC

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/3/23 I purchased tires online ORDER # ***** with Road Hazard for a total of $878.12 I recently had a problem with one oof the tires and could not reach them. I had to take the vehicle to ****** Auto to have the tire repaired and they indicated the tire should be replaced immediately.I have e-mailed ******** and called numerous times. The Voice mailbox is full; they never answer at any time of the day and they do not respond to emails. My tire is unsafe and I need to have it replaced or risk further damage and/or bodily harm.

  Business response

  03/20/2024

  We strive to provide excellent products and customer service, and we appreciate the opportunity to address the concerns raised by Customer regarding his tire purchase from ********. We sincerely apologize for any inconvenience or frustration he has experienced and assure that we are committed to resolving this matter promptly.
  Upon reviewing the details provided, it is evident that Customer experienced an issue with one of the tires purchased on October 3, 2023, under order number 29753 and statedly encountered difficulties in reaching our customer care services. We understand the urgency of the situation, especially considering the safety implications.
  In response to Customer's inquiry, our customer care team informed him that the tires in question, i,e, LT295/60R20 Radar Renegade A/T5 10Ply 126/123S, are covered by the manufacturer's (Radar) Road Hazard warranty. Therefore, we advised him to directly approach Radar for assistance in resolving the issue with the tire, as per the warranty terms. We are also taking steps to address communication challenges to ensure better accessibility for our customers in the future.
  Given the urgency of the situation, we strongly recommend that customer should reach out directly to Radar to address the safety concerns regarding the tire promptly. While we stand ready to assist him in facilitating communication with the manufacturer or providing any necessary documentation, engaging directly with Radar will expedite the resolution process and ensure Customer's safety on the road.
  We apologize once again for any inconvenience caused and appreciate Customer's understanding and cooperation in this matter. Should Customer require any further assistance or clarification, please do not hesitate to reach out to us, and we will be more than happy to help.
  Thank you for bringing this matter to our attention, and we look forward to a swift and satisfactory resolution.
  Sincerely,
  Customer Service Department
  ********...

  Customer response

  03/22/2024

  I am rejecting this response because:

  To my knowledge I have NOT been contacted by anyone from ******** in any way.  IF I was provided the information about the warranty and how to resolve thru the manufacturer I would have done that. The bottom line is that the tire needs replaced due to cords showing according to ****************.  I'm certain that because of the length of time resolving the problem and me continuing to drive the vehicle; Some of the responsibility will be on me and less on the manufacturer.

  To resolve the issue and restore my faith in ********, the tire needs to be replaced.  The amount of cost out of my pocket will determine the level of may satisfaction with Sky tire.  My complaint was heavily weighted by the fact that I could not reach them by phone, mail, email, etc. ANY time of the day even taking into consideration the time difference. Now they claim they reached out to me? I would WELCOME the opportunity to speak with a customer service representative rather than the BBB.  That was a last resort. Just give me a phone # that is answered. IF Sky tire is willing to work with me on a REASONABLE COST I would like to resolve with them.  WHAT ARE THEY WILLING TO DO?  If the answer is "NOTHING", other than refer me to the manufacturer, this complaint can be closed as UNSATISFIED and I will shoulder the expense and walk away.  Sometimes lessons learned come at an expense.   I will research how to get ahold of the manufacturer since that has not provided and in my quest to resolve with them, recommend they NOT sell their tires thru a distributor that customers can't reach after the sale. They just collect money, fill orders and take zero ownership of customer service after the sale. 

   

  
  

  Business response

  04/09/2024

  Thank you for bringing your concerns to our attention once again. We understand the urgency of resolving the issue with your tire promptly and to your satisfaction. In order to address your concern about the warranty for your tire, we want to inform you that the warranty process is managed directly by the manufacturer, Radar Tire. As such, we kindly ask you to reach out to Radar Tire directly to initiate the warranty claim process. You can find detailed information about the warranty coverage and how to file a claim by visiting the manufacturer's website at the following link: *****************************************************
  While we recognize the inconvenience this situation may have caused you, we want to assure you that we are committed to working with you to find a resolution that meets your needs. We value your business and are dedicated to ensuring your satisfaction. It must be appreciated that we provide lowest prices in the market with free shipping to facilitate our customer's.
  Please feel free to contact us if you require any assistance or further clarification on how to proceed with the warranty claim process. Our customer service team is available to assist you during our business hours at ************, through chat or email us at ***************** The email is responded back within couple of hours. 
  Thank you for your understanding and cooperation. We appreciate the opportunity to address your concerns and look forward to assisting you with resolving this matter.
  Sincerely, Sky *********

  Customer response

  04/10/2024

  I am rejecting this response because:

  The response from ******** is far too late and the offer to assist is just a canned answer. The biggest part of this complaint is that nobody answers that phone provided and the mailbox is full, emails/messages sent are not answered and the Chat on the web page is inoperable.

  Because of the lack of response from SKY I have driven on a damaged tire far too long and I'm sure contacting the manufacturer will result in them saying they can't do anything because of the length of time.  At this point I NEED A NEW tire.  I can go online and purchase from another supplier OR Sky can significantly discount a tire and I will buy it from them.  I shouldn't have to pay for anything but just want to get this resolved.  I've wasted way too much time trying to get good customer service.  I'm not going to waste any more time trying to do a warranty claim with the manufacturer.  If Sky would have responded quickly to my unanswered Phone calls, emails, etc. I would have gladly went thru the manufacturer. 

  I will wait 72 hours for a response from Sky with a tire price and a contact # they answer OR someone can call me at ************.  If I don't hear back I will go buy a tire from someone else.  

  Either way this complaint can be closed.  Thank you

   

   

   

  
  

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