ComplaintsforWheel Pros, LLC

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a set of Niche Vice rims for my daughters car. Driving down the road, the rim snapped causing the car to swerve into a truck, then roll a few times, and burst into flames. My daughter escaped without injury. But the 2022 Mustang GT was a total loss. I asked support at Wheel Pros to make it right. Do something nice for someone who invested in their product, which almost cost her life. They said that the $400 in the estimate to total was compensation from our insurance company. Not good. Allowing $400 doesnt cover one rim. The car was totaled out. Those rims are gone, along with the car. Personally, I think they produced a defective rim. I have seen another complaint at BBB where a customers rim cracked. Lives could be in danger. I can supply photos if needed or allowed. Not sure they will provide any response.

  

  Business response

  08/16/2024

  As discussed with one of our agents, the insurance claim did not cite wheel failure as the causation for the accident nor was it even mentioned.  We asked for the wheel to be returned for inspection but understand you took the wheel and did not show it to the insurance company.  That seems unusual based on the claim that the wheel was the cause of the accident. 
  
  Please have the insurance company contact us to discuss the matter further.  

   

  Customer response

  08/24/2024

  I did not know that the company had responded. My apologies for not getting a response back in a timely manner. This is an attempt to bring Quality in a product to the forefront of a conversation regarding manufacturing.

   

  I think the photos speak for the quality of the rims. I told customer support they could have the rim back for evaluation. They said they would make arrangements for me to send the rim back to them. Never heard anything else until I called them back. They just wanted this issue to disappear and move on to the next one. My concern is for safety on the road since I have Niche wheels myself.

   

  Like I said, the photos show the quality of the rims. Wheel rims that can twist, bend, and snap like that should make safety questionable. These photos are a true advertisement for Niche Rims and define the emphasis of quality with this company.  This alone makes the integrity of Wheel Pros questionable.

   

  This was never about law suits and settlements. I already won as my daughter made it out alive with no injuries. However, as customers, its reassuring when a company steps up to help someone who invested in their product. Its not always about the bottom line. Sometimes, it about giving back.

   

   

  Sincerely,

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

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

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We ordered a flat window storage bag because we did not want a roll up bag, it damages the windows. The picture showed a flat bag and the description state "does not roll up". However what they sent us is a roll up window bag. When we informed them of the error they said it is supposed to roll up. They want us to pay for returning it plus charge us with a restocking fee. They falsely advertised on this product. The description (i sent a picture of it) shows "does not roll up" and the picture of the produce shows flat. The pictures of what I received are enclosed too. A tubular bag that does not lay flat. It rolls up. I want to return it but they pay for it and I want my money back so I can order a window storage bag that does not roll up.

  

  Business response

  08/26/2024

   We have already issued a pre paid label for the return and the order has been refunded in full 

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered an Xpipe exhaust pipe for my 2018 **** Raptor. It arrived within a few days, but upon arrival and upon taking the item to a shop to be installed they brought me outside and showed me that the part would in fact fit my factory setup. Their return policy gives them about all the power to hold back almost 100$ on my order should they find any possible reason to. It took two weeks multiple calls and a ton of emails just to receive the parts RMA number to return their bad part on my dime. Amongst all the emails they shared my personal contact information with the part manufacturer without my knowledge or approval as well which is unacceptable. They have given no timeline for refund either which after 2 weeks is unacceptable. Id like my full refund for the part that didnt fit.

  

  Business response

  07/17/2024

  I've been informed that the credit has been issued.  This issue has been resolved.

   

  Thanks,

  R-

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a wheel through this company and I tried to cancel the order because it was the wrong size. They shipped the wheel to me and I requested a refund and shipped it back. They recieved my wheel on May 28th and have said they have had staffing issues and could not issue my credit for my refund. Now they are not replying to me emails or giving me any kind of updates. I have more documentation if needed.

  

  Business response

  06/11/2024

  Hi, 

  Thanks for taking my call.  I'm glad you received your credit and that the matter has been resolved.

  Sorry for the hassle,

  R-

  Customer response

  06/11/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased 3.5" lift kit for a 2017 JK 4-Door Wrangler. $2,479.65 Picked up on Thursday May 30, 2024 The kit was purchased through 4-Wheel ******************** The product sold by 4-Wheel parts was a product of JKS Manufacturing. The product pictures online (attached) are being used as a bait-and-switch. The photos for the 2.0 performance, Jspec shocks, Fox remote reservoir and Fox adventure series are all the same photos, except the Jspec, which is the only photo - showing a different shock. This purchased was based upon photos (to my understanding) what exactly would be provided in the kit. This is a scam by luring me and others using the photos they are, and then "switching" the elements of the order. I reached out to 4-wheel parts immediately (actually 9 times) with no explanation, nor concern they were selling products with incorrect photos/descriptions. I contacted cooperate with no return call. I called JKS Manufacturing and was told I needed to contact 4-wheel parts. On top of the switch and bait, sale. The new rear shocks are shorter than the original (stock shock) and don't fit. I filed a credit card dispute for $1,491.80. I am also contacting the Attorney General for these kind of business practices. What was advertised on the website and what photos were used to secure a sale, was not what was received and the portion of the kit, didn't work or was wrong.

  

  Business response

  06/06/2024

  Thank you for reaching out to us regarding your recent purchase of the 3 5" lift kit for your 2017 Jeep Wrangler from 4 Wheel Parts in ********, CO.
  We sincerely apologize for any inconvenience and frustration you have experienced.
  
  We understand your concerns about the product images and descriptions used on our website, and we are sorry for any confusion this may have caused.
  Our intention is never to mislead our customers, and we take complaints like yours very seriously. We are committed to ensuring that our product listings are accurate and reflective of what customers will receive.
  
  We apologize for any issues you encountered with the rear shocks, as well as the difficulty in getting a response from our customer service team.
  This is not the level of service we strive to provide, and we will be looking into these matters to prevent similar occurrences in the future.
  
  In light of the issues youve raised, we would like to offer you the following resolutions:
  Full Refund: We are willing to take the product back for a full refund of $2,479.65. You can return the lift kit to us, and we will process the refund promptly upon receipt and inspection of the returned items.
  Credit and Discount: Alternatively, we can apply the amount of $2,479.65 as a credit towards a new purchase of your choosing, and we would be happy to extend a discount on any replacement products you select.
  
  We are committed to working with you on a resolution and want to ensure your satisfaction.
  Please feel free to email me directly at **************** with your preferred option or if youd like to discuss an alternate resolution..
  
  Thank you for bringing this to our attention and for giving us the opportunity to make it right.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I wish I had read the reviews before I purchased from them ... what a nightmare!! Not only did they take my money and THEN tell me one of my parts was on back order, but the Flywheel that was supposed to fit my car 100% DOES NOT fit my car. When I called them about it (mind you my car is already on a lift and disassembled) they told me I would have to try and get a refund from the Manufacturer because it came from them. It's not the Manufacturers fault the information on their website it wrong, it is theirs. Then the jerk on the phone decided to become a Master Mechanic and tell me to just resurface my flywheel ... never even having seen the flywheel to know what kind of condition it was in, or if there was even machine shop in the area that would do it. After 5 times of telling him I wasn't interested in resurfacing my flywheel I finally just hung up out of frustration ... horrible customer service, false information on their website and then they just brush you off. SCAMMERS!!!!!! I will also have pictures from my mechanic after they are able to locate a correct flywheel and repair my car. The bolts did not line up with the factory clutch .. this is not a compatible part as their website said.

  

  Business response

  05/09/2024

  Hi ********,

  Thanks for returning my call.  As discussed, you're going to email Throtl at ****************** with BBB in the subject line.  An agent will get with you as soon as possible for a resolution.  

  Thanks for your patience!

  R-

  Customer response

  05/16/2024

  I have shipped the part back tot he company (tracking #************) and I am awaiting a credit from Throtl. I would please like you to add to this file so that it is publicly seen that *** was extremely helpful with this and very responsive. I appreciate all of his help in dealing with ****** and getting this matter resolved. I would definitely give them another chance. 

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a 3yr warranty, through 4wheel driveparts.com I purchased a ****** sniper EFI had problems with it so I sent it back to the Portland store.they sent it back to ****** to be repaired 12 weeks later I got it back it had the same problem so boxed it back up sent it back to 4wheeldrive parts.com Portland store. This was early August so in November I called the Portland Store and was given the run around after several call i talked to ************ mgr he said its here he wasn't sure who was paying for shipping no one called me to ask i was thinking it was at ****** getting repaired I contacted ********************************* in customer service @************.ext ***** Ticket #******.********* was really helpful but still no action I'm tried of no response back from my calls and emails. I'm disappointed in ****** and 4 Wheeldrive parts

  

  Business response

  05/01/2024

  Called the customer and we're going to work out a deal on some parts.  He's okay with us right now.  ***

  

  Business response

  05/03/2024

  Dear ***************,
  Thank you for bringing to our attention the challenges you've faced dealing with the Portland 4Wheelparts, particularly concerning the ****** sniper EFI.  We sincerely apologize for any inconvenience this has caused.
  
  First, we'd like to inform you that the former 4wheelparts location in ********, ******, is now operating under new ownership and is now known as Total Off Road.
  Despite this change, they are committed to honoring all warranties previously associated with 4wheelparts.
  
  To address your concerns and facilitate a resolution promptly, I ask that you reach out to *************************** from our Retail Team at **************** at your earliest convenience. He can assist you in resolving this matter. He will also attempt to call you on the number we have on file.
  Once again, we apologize for any frustration you've experienced and appreciate your patience as we work to address this issue.
  
  
  
  
  
  ***************************
  Mgr, Store Operations Sr.
  
  P: *************   E: ****************
  4wp.com

  Customer response

  05/10/2024

   
  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.
  
  Sincerely,
  
  ********************;

  After a phone call *** made it right very happy with the interaction 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to 4 Wheel Parts in search of Halogen headlights. My current headlights are LED and when it snowed, driving at night, I would have to stop and clear my lights. The sales person was *************************. He said that he had headlights that were brighter than the headlights I previously bought from them (they arent), and that there was a heating element in the headlights that I bought from him that would melt snow and ice away. Due to my work schedule, I wasnt able to return them until today, almost 2 months later. I spoke to a Manager I didnt get his name but can, who told me that I was past the 30 day return policy. I told the Manager exactly what I told you. The manager looked at the headlights and asked if they installed them, and I said no. He said there wasnt much he could do. He also told me that the headlights that I was sold do not have a heating element. I told him that his employee then lied to me about the product he sold me. I re-iterated that my original purpose was to get a set of headlights that would prevent snow from building up. If these were $50.00 headlights, I would probably not be filing a complaint. The fact of the matter is, the sales person mis-represented the product he was selling me, and lied about features the lights, in fact do not have. These lights are $693.67. I expected these lights to perform the way the salesperson said they would, which is they are much brighter than the Pro Comp headlights I bought from them the previous year, and that when driving at night, snow and Ice would be melted away by the heating element the salesperson, *********************************** said the lights possessed. I have a work. Schedule which prevented me from being able to show up during 4 Wheel Parts business hours. I also have a quote for roughly $7,000 that I was going to be more than happy to have 4 wheel parts do the work. I want my money back if they want my business.

  

  Business response

  05/03/2024

  After conversation with the Store Manager it sounds like a resolution has been made and we have already refunded the order. If there is anything else you need please reach out to us so we can further assist you.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an $1100 order on November 20th with the product showing in stock. Weeks pass with no shipping update so I reach out, I was told the product was on back order and will ship February 5th. That date comes, no update. I ask again and they say March 9th. March 9th arrived and I ask for another update. They said they dont have one, so I asked for a refund. I received a refund but was charged a 5% cancellation fee per their terms and conditions. They claim they dont believe in charging fees unless extremely necessary and for the processing of my order. I asked them if as a courtesy I could be refunded fully, considering Ive waited 4 months and havent received a thing. They have been ignoring my emails since. A $60 fee to process my payment for a product that was never made is unethical.

  

  Business response

  03/20/2024

  Good morning! Would you be able to tell me where you purchased from? I can get one of our agents to reach out and get you a resolution.

  Thank you in advance!

  Customer response

  03/20/2024

  I have purchased from Throtl. Their address is *****************************************************************************. I am purchasing from ****************. The address on my order is *************************************************. Order #******

• Initial Complaint

  03/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Dear BBB Complaint Department,I am filing a formal complaint against Throtl regarding my recent order, Order #******, for two Black Rhino Sandstorm Wheels, 18x8.0 +10 Offset 5x114.3, Semi Gloss ***************** Dark Tint Ring - 1880SND105114M76, valued at $469.88. My experience with ****** has been profoundly disappointing, necessitating your intervention.During delivery, the driver mistakenly left the two boxes at the wrong address, resulting in vandalism and theft. This is a significant error on Throtl's part, as proper care should have been taken for a high-value order.Despite my immediate contact after discovering the error, ******'s response was untimely and lacked responsibility and customer care. This disregard for accountability is unacceptable, especially for a first-time customer seeking a positive experience.Reviewing the Better Business Bureau's page revealed a pattern of similar complaints against Throtl, indicating systemic issues in their operations and customer service.I demand a full refund or replacement for the stolen and damaged items. Throtl failed to meet its obligation and neglected to address the issue appropriately. As a consumer, I deserve better treatment.Furthermore, ******'s insurance offer is misleading, as it fails to clarify the risk of delivery to neighbors. This is discriminatory and fraudulent marketing.I appreciate your attention and trust the Better Business Bureau will ensure a prompt resolution from Throtl.Sincerely,*********************************

  

  Business response

  03/12/2024

  ********,
  
  Hello and good morning. Thank you for reaching out to us on through the BBB portal. Based on the information that you sent, I was looking to see if I can get some additional clarification on the matter:
  
  You had mentioned that the items were mistakenly left at the wrong location.After some discovery with ****** we were able to verify that the package was delivered to ************************************************************** based on the photos. In the photos, the boxes look to be intact and undamaged. Is ************************************************************** not your address?
  
  Furthermore, after reviewing your order information, it does not look like you purchased any Extended Shipping Protection (indicated by the Free Wheel Shipping line on the order totals) on this order so those terms wouldnt apply.
  
  Additionally, would you be able to clarify which items were stolen and which were vandalized? Would you be able to provide photos of the items that were vandalized?
  
  Thank you in advance.

  Customer response

  03/13/2024

   
  Complaint: 21419682
  
  I am rejecting this response because:
  
  Thank you for your response regarding my recent complaint filed with the Better Business Bureau. I appreciate your prompt attention to this matter.

  Regarding the delivery address, I can confirm that ************************************************************** is indeed my address. However, the issue lies in the fact that the package was left unattended, which ultimately resulted in it being stolen and vandalized and then left at my neighbors residence. Despite the boxes appearing intact in the photos, the negligence of leaving them unattended contributed to the unfortunate outcome.
  
  While you state that Extended Shipping Protection was not purchased for this order, its is very misleading and fraudulent marketing as thats not whats advertised when you go to checkout, nor does it have a disclaimer that we will most likely deleverage damaged or leave the package unattended so you should get insurance since were negligent and will probably get stolen since were leaving it unattended instead of coming back the following day when a person is available, it's essential to emphasize that the issue at hand goes beyond standard shipping insurance. It pertains to the extreme negligence of the delivery driver in leaving the package unattended and Throtl in leaving the package, which should not occur regardless of whether additional protection is purchased.
  
  Regarding the items stolen and vandalized, I will provide further clarification and photos as requested when I return home after meetings. However, I urge Throtl to address the fundamental issue of delivery protocol to prevent such incidents from occurring in the future which seems to be a common issue as witnessed in the vast negative reviews on BBB.
  
  Throtl recently acquired by Wheel Pros was issued a legal demand letter from my attorney *********************. This issue will escalate to small claims court if not resolved here. I am giving Throtl and Wheel Pros the opportunity to correct this error and move forward without adverse action.
  

  Thank you for your attention to this matter, and I look forward to resolving it amicably.
  
  Marciano

  Customer response

  03/18/2024

  Please read the below as a new development has happened. The rims were found and delivered to the neighbor undamaged, but the boxes were left severely damaged leading to the confusion and issues caused by the delivery drivers negligence and the person who committed the destruction and original theft. See details below.
  

  Throtl and Wheel Pros Legal Team,
  
  I am writing on behalf of my client, ********************************* regarding the recent incident involving the delivery and subsequent retrieval of his rims purchased from throtl. My client reached out to your customer service team seeking support after discovering his rims missing and the boxes damaged upon returning home from work. Despite his efforts, he received no satisfactory resolution from throtl's customer service, prompting him to seek legal counsel and purchase a different set of rims directly in store at a local tire and rim shop. 
  
  
  Upon reviewing the situation, it is evident that my client was wronged in this matter. The negligent delivery of a package of significant value and weight without the intended recipient being present to accept it constitutes a breach of standard delivery protocols. Furthermore, the manner in which the boxes were aggressively opened and the rims subsequently missing raised legitimate concerns about theft and potential damage.
  
  
  However, recent developments have shed light on the situation. A neighbor has come forward with both rims, claiming they were inadvertently delivered to their residence, and they were unaware of the rightful owner. It appears that my client's public announcement regarding the theft on the neighborhood app prompted the neighbor to return the items, indicating a possible act of theft by the neighbor. See pictures attached of the undamaged rims and severely damaged boxes. 
  
  
  While my client's communication could have been clearer and less emotional, the facts remain that the package was negligently delivered, leading to unnecessary stress, wasted time, and financial burden. Although the rims themselves are undamaged, the boxes are unusable.
  
  
  To resolve this matter efficiently and amicably, I recommend that throtl facilitate the return of the two undamaged rims in accordance with their return policy, which allows for returns of undamaged items within a 30-day period. My client is willing to purchase new boxes and packaging materials and send the rims back upon receiving a return request number and address. Additionally, we request a refund for the order.
  
  
  Considering the distress and inconvenience caused to my client due to the negligence of the delivery driver and subsequent theft, I kindly request that the 25% restocking fee be waived as a gesture of goodwill. My client will in return remove the BBB complaint, forego any potential poor review of Throtl and Wheel Pros and stop recent legal action. 
  
  
  This issue could have been prevented with better communication and adherence to delivery procedures by both parties. Avoidable incidents like this tarnish the customer experience and reputation of your company.
  
  
  I trust that you will take prompt action to address this matter and reach a mutually satisfactory resolution. Please advise on the next steps to initiate the return process and facilitate the refund.
  
  
  Thank you for your attention to this matter.
  
  
  Best regards,
  
  
  *********************;

  Customer response

  03/18/2024

  Please read the below as a new development has happened. The rims were found and delivered to the neighbor undamaged, but the boxes were left severely damaged leading to the confusion and issues caused by the delivery drivers negligence and the person who committed the destruction and original theft. See details below.
  

  Throtl and Wheel Pros Legal Team,
  
  I am writing on behalf of my client, ********************************* regarding the recent incident involving the delivery and subsequent retrieval of his rims purchased from throtl. My client reached out to your customer service team seeking support after discovering his rims missing and the boxes damaged upon returning home from work. Despite his efforts, he received no satisfactory resolution from throtl's customer service, prompting him to seek legal counsel and purchase a different set of rims directly in store at a local tire and rim shop. 
  
  
  Upon reviewing the situation, it is evident that my client was wronged in this matter. The negligent delivery of a package of significant value and weight without the intended recipient being present to accept it constitutes a breach of standard delivery protocols. Furthermore, the manner in which the boxes were aggressively opened and the rims subsequently missing raised legitimate concerns about theft and potential damage.
  
  
  However, recent developments have shed light on the situation. A neighbor has come forward with both rims, claiming they were inadvertently delivered to their residence, and they were unaware of the rightful owner. It appears that my client's public announcement regarding the theft on the neighborhood app prompted the neighbor to return the items, indicating a possible act of theft by the neighbor. See pictures attached of the undamaged rims and severely damaged boxes. 
  
  
  While my client's communication could have been clearer and less emotional, the facts remain that the package was negligently delivered, leading to unnecessary stress, wasted time, and financial burden. Although the rims themselves are undamaged, the boxes are unusable.
  
  
  To resolve this matter efficiently and amicably, I recommend that throtl facilitate the return of the two undamaged rims in accordance with their return policy, which allows for returns of undamaged items within a 30-day period. My client is willing to purchase new boxes and packaging materials and send the rims back upon receiving a return request number and address. Additionally, we request a refund for the order.
  
  
  Considering the distress and inconvenience caused to my client due to the negligence of the delivery driver and subsequent theft, I kindly request that the 25% restocking fee be waived as a gesture of goodwill. My client will in return remove the BBB complaint, forego any potential poor review of Throtl and Wheel Pros and stop recent legal action. 
  
  
  This issue could have been prevented with better communication and adherence to delivery procedures by both parties. Avoidable incidents like this tarnish the customer experience and reputation of your company.
  
  
  I trust that you will take prompt action to address this matter and reach a mutually satisfactory resolution. Please advise on the next steps to initiate the return process and facilitate the refund.
  
  
  Thank you for your attention to this matter.
  
  
  Best regards,
  
  
  *********************;

  Customer response

  03/25/2024

  Read the attached. Thanks 

*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. ↩