ComplaintsforWheelHero.com

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold 16x7 rims which I was told would fit my 03 highlander.I was sold 16x7 rims which I was told would fit my 03 highlander.The stock size is 16x6.5 and I didnt think it would be a problem because you all told me it wouldnt be, which was fine.However the shocks kept rubbing on all 4 tires on the rims because they were a hair too big heres some photos. The front left tire had enough of it, and I never even heard anything besides an ABS feeling but I figured the sensor was bad, turns out it was the rims being too large and the front left wheel gave and the studs snapped completely and the wheel went rolling and almost had a really bad accident. The back of the wheel you can see has scrapping and rubbing. And the other 4 as well have scrapping but there was no present noise so it was unnoticeable. Im very lucky I wasnt on the highway.Reached out to them, and they told me it was my fault then completely stopped replying to my emails.

  Business response

  07/08/2024

  This order was placed on February 28, 2024 for a 2003 ****** Highlander . The tire sizes selected from our website for this vehicle is the exact tire size ****** utilizes from factory . The aftermarket rim selected is a 16x7 which is a 1/2'' difference from factory , this will not cause any rubbing nor cause the studs to snap off after driving 7 months on wheels and tires  . Attached below is the factory specs for the customers 2003 Highlander . We always encourage our customers to have *********************** and tires installed on vehicle by a profession with correct factory torque specs . Unfortunately this is a case of improper installation due to human error as the wheels and tires are precisely a great fitment for the customers vehicle .    

  Customer response

  07/08/2024

   
  Complaint: 21949723
  
  I am rejecting this response because: the best garage in *********** ******** installed them. Not myself. 
  
  Sincerely,
  
  *************************

  Business response

  07/08/2024

  Vehicle fitment is 100% accurate as the customer after using *********************** and tires for over 6 months has experienced an issue and is solely placing responsibility on Wheel Hero . Studs break from incorrect installation . 

  Customer response

  07/08/2024

   
  Complaint: 21949723
  
  I am rejecting this response because: They say 7 months by the way, here attached are two photos. The first being March 7, 2024 when they SHIPPED the tires, so they arrived two weeks after that. So on March 21 they arrived, then had to wait a week to install them from the garage. And then they broke on June the 2nd and then messaged them on June 7th with the email of them responding so it attached as well. Very much 7 months if youre a crooked business. If you want Ill leave the garages phone number I just want my money back for three of the tires and Ill ship them to you if you pay for that as well. Another thing that is splendid is when your customer support just stops responding to you via email. Very respectable. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a specific set of wheels and tires for my vehicle that was guaranteed fit and they do not fit. When I first tried to put them on, they scraped the back of the wheels on the brake caliper. I had to go to the park's house to buy a ****** cheese to put them on the car. The ***** wheel shakes like the Tire still need balanced or one of the wheels are bent. ****** expressed 10 plus times that I did not want. Will adapters or spacers on my car? I want my money back.

  Business response

  06/21/2024

  Good morning. We already spoke to *************** and we refunded $350.00 as a courtesy to resolve this issue and this complaint and he is satisfied with the resolution. Thanks a lot

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a product from their online website on a Saturday. After deciding to cancel my order I called immediately after ordering. They were closed for the weekend so I decided to call on Monday. After calling several times to be placed on hold for up to 10 minutes I was hung up on without ever talking to anyone. When I finally got through to someone I was told the only way to cancel was through an emai. I immediately sent and email and was told they can not refund my order as they were already set for shipping the would charge me a 35% restocking fee and any other associated costs. I emailed back and told th I had made several attempts to call before processing but because I only sent the email once I was told to they said they couldnt do anything. So I have no idea how much money I will be refunded and I contacted them a mere 2 hours after opening. Maybe they do so little business that I was the only order over the weekend.

  Business response

  05/21/2024

  Good morning ********. This order was processed on Saturday and as soon as we receive an order, all the items are immediately ordered and staged to be mounted and balanced. Contrary to your statement, we process hundreds of orders daily and as you know, everybody is in a rush to receive the orders ASAP. The process of fulfilling orders are very complex and this is the flow: -Once we receive an order, our system check for fitment issues. - Once it passes fitment, all the product are automatically ordered. - Once everything arrives, it goes to the mounting and balancing process.- once is mounted and balanced, it goes to our QC.-Once this is complete, it goes to packaging.-After packaging, it goes to be palletized.-After that it goes to shipping. As you can see, this flow is complex and this is the reason why there are fees involved on cancellations. I can as a courtesy, credit you $100.00 back in good faith to show you who we are. please advise. thanks

  Customer response

  05/21/2024

   
  Complaint: 21738526
  
  I am rejecting this response because:
  I have made multiple calls and emails to try to speak to someone over the phone about this issue. I only spoke to one real person one time over the at least 15 calls I made. Most times I was not even answered and just forwarded to someones voicemail whose mailbox is full. The one person that I did speak to, who was part of the sales team, explained what goes on there and it seemed we could have reached an amicable agreement but he forwarded my call and I never spoke to a human again. I understand that the rims cannot be resold after they have had tires mounted on them and for that I would suggest that Wheelhero dismount the tires and TPMS sensors from the wheels and refund me for those items. I will take delivery on the rims as they cannot be sold. 
  

  Fair? 
  Sincerely,
  
  *************************

  Business response

  05/22/2024

  We can dismount the tires from the wheels clean the wheels, rebox them and send them to you along with the ***** and refund you the tires. Please confirm this is what you want ASAP so we can proceed. Thanks. That is not a problem. 

  Customer response

  05/22/2024

   
  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

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Total Amount Paid: $724.12 Items Purchased: Set of wheels and tires I was not informed of the specific delivery schedule at the time of purchase, which was later revealed to be incompatible with my availability. This critical information was only disclosed after the transaction, prompting my decision to return the purchased items within the allowable 30-day period as outlined in their return policy.The delivery schedule, crucial to my ability to accept the product, was not disclosed at the point of sale.I ensured that the products were unused, undriven, and in their original packaging, fully compliant with the conditions stated in your return policy.Despite meeting all conditions for a valid return, I have not received any refund, contrary to the promises made in their return policy.The failure to process my refund, despite full compliance with the return terms, suggests a significant oversight or disregard for customer rights and advertised policies.I urge the Better Business Bureau to intervene and ensure that Wheelhero fulfills their obligation to process this refund.

  Business response

  05/14/2024

  Good morning. This is the true facts that happened on this order. ****************** ordered 4 wheels and 4 tires on 4/9. We immediately shipped exactly what he ordered via Southeastern freight tracking *********. Even the fact we offer free shipping on all orders, it cost us $290.70 to ship his order(invoice from the shipping attached). Once the shipping company contacted him to schedule the deliver, he stated he wants to refuse the order. Please understand that besides the shipping costs, there are much more factors to take into consideration, such as the process to fulfill an order that consists of:1- once we receive an order, our fitment specialist analyze the order to make sure the products will fit the vehicle.2- order all the products from our vendors.3-mount and balancing the wheels and tires. 4-inspect the products. 5-pack the products and put them on a pallet. 6-ship the products. 

  Once the order was refused, it cost us $550.00 to bring them back.(invoice attached). So, only in shipping, we lost $840.70 om a total order of $724.12. We lost more than the total order. On our terms and conditions accepted by ******************, ******************************************************************** , he accepts 35% restocking fees plus the shipping which is more that the total order, so in reality, the 35% restocking fee consists of $253.45 plus the shipping of $840.70 is $1094.15, minus the amount paid for the order of $724.12, ****************** still owns us $370.03. We would like to get this payment from him ASAP as we already paid for all those fees.

  We have been in business since 1992 with an impeccable reputation. I hope the truth and good faith will once again prevail in this case.

  If any other piece of information is required, please don't hesitate to contact us.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a Rim for my car from wheel hero they send me the wrong rim. Ill call them and lend them know what happened.they Explain to me to send the rim back That they were going to give me the money back.I did it and they never give me my money back. They dont want to answer my calls they dont want talk to me.

  Business response

  03/13/2024

   

  Customer made purchase for 1 ********************** back in July 4, ********************************************************** which did not enter vehicle info allowing him to select any part number to purchase . Customer completed order online as we shipped exactly what was ordered . Customer then contacted our support team via email stating the wheel bolt pattern is incorrect , at this time we cross referenced what he purchased and what vehicle he was attempting to install the wheels on . We stated to customer he ordered the incorrect ********************** as he would be responsible for shipping the wheel back to us . After customer continued calling and emailing the support staff stating he is not shipping the wheel back he finally shipped wheel back after several weeks and months . At this time Wheel Hero scheduled to ship the replacement wheel to customer and while ********************** was in transit the customer opened a dispute with his credit card . Immediately we re-routed the wheel back to ******* . The customer lost the dispute with his credit card as he was then charged for shipping to NY and back to ***** ** . We also have a return policy which includes restocking fee's , at this time there is no reimbursement to be honored to customer . The customer was planning on arbitrating utilizing his payment method as this indeed did not work for the customer . Here at ********************** Hero we take all our customers serious and we do not tolerate any fraudulent business as well .    

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a set of rims from wheel hero. The website said it would fit my 2019 charger sxt. The rims fit but they don't have lug nuts to finish the installment. I even called them and they said yes this will fit my car 100 % well this is true but I cant use rims if there are no lug nuts to fit such rims.

  Business response

  02/28/2024

  We supplied the customer with 2 sets of lugs as initially he stated the lugs were too short , shipped a 3rd set to customer in this regard  . Customer can email or support directly at *********************************** for any assistance .

   

  Thank you 

• Initial Complaint

  12/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a set of wheels from Wheel Hero for my f150. I was contacted by a representative in regard to lug size for my truck. After receiving the wheels, i noticed that the seller had written over the actual lug bolt pattern for the wheels with the pattern for my truck. I tried contacting the seller numerous times, only to not hear back from them. Being as i paid over **** dollars for the wheels, i would like to be able to use them. I have tried requesting to get them exchanged but have been ignored every time. I feel like i got scammed since i cannot use the wheels, and they refuse to speak with me regarding my problem.

  Business response

  12/04/2023

  Customer ordered *********************** on April 23 2023 in which were shipped directly to him , the wheels where machined from manufacture to fit customers vehicle . The customer had the option for returning the items back to the manufacturer although the return time frame has expired may months ago as our policy clearly states the time frame in which you may return product upon receiving . Unfortunately at this time Wheel Hero will not administer a return authorization from an order placed almost 8 months from time of purchase .  

• Initial Complaint

  11/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I Paid $1848.95 returned their product because it was faulty The Chrome was cloudy . Then I paid $440 for shipping to send them back . They charged me $510.95 for some apparent reason **********, I would imagine Ridiculous. Anyway, I'm out $950.95. For nothing but a headache.

  Business response

  11/13/2023

  As per our return policy , a 25% restocking fee was applied once the items were returned .Once the wheels arrived and inspection we did not notice any issues with the wheels as the customers complaint was the finish on the wheels was defective . If the customer would like to purchase *********************** on the website we have no issue applying a credit towards the new purchase .  

  Customer response

  11/13/2023

   
  Complaint: 20860059
  
  I am rejecting this response because: I don't trust the company to honor the offer. If they cant see a bad chrome job who know what I would end up with. I now understand they are not trustworthy. The wheels were clearly not a ************** job .it would most likely chip off where faded in-between the spokes. I have already ordered from a reliable company.  It is my intention to warn  other online shoppers about such criminal practices. 25% restocking fee is ridiculous.  
  
  Sincerely,
  
  ***************************

  Business response

  11/14/2023

  The wheel manufacture Fuel Wheels has a 1 year warranty on all chrome finishes . The in between finish the customer is referring to is the textured finish which wheel design will not accept the high mirror finish as this is the design of the wheel itself . The wheel upon being returned and inspected showed no signs of chipping or defect . The customer was applied the restocking fee as per policy on returned wheels . 

  Business response

  11/14/2023

  The wheel manufacture Fuel Wheels has a 1 year warranty on all chrome finishes . The in between finish the customer is referring to is the textured finish which wheel design will not accept the high mirror finish as this is the design of the wheel itself . The wheel upon being returned and inspected showed no signs of chipping or defect . The customer was applied the restocking fee as per policy on returned wheels . 
  
  
  

  Customer response

  11/16/2023

   
  Complaint: 20860059
  
  I am rejecting this response because: There was no mention of  faded or hard to chrome Areas. It was false advertisement At best. That is a ridiculous response. If I had known that from the beginning. I never would have ordered them Perhaps that was the point.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased five tires from Wheel Hero on 10/30/2023. The vendor only shipped two which were received on 10/31/2023. I have contacted the vendor several times for the three missing tires and they provided me with false tracking information. I spoke to a *** and *****. *** was very unprofessional and spoke to me in a condescending manner. ***** who clamed to be a manger stated he resolved the issue on 11/02/2023 and stated I will receive my order by 11/03/2023. I never received the balance of my order for 3 ********************* Tires, Sku# *****. I would like a refund as I did not receive what was ordered. The Order# was *********.

  Business response

  11/06/2023

  We did spoke to you today 11/6. Yes, you purchased 5 BFG tires and *** misplaced 3 of them. After *** conducted their investigation, we shipped the 3 missing tires via *** under tracking number 1Z972R520336127149. The tires are in route to you. Please understand that once we give the products to *** its no longer in our hands and if a product get lost, we file a claim and it takes 4-5 days to get approved. Once we get the OK, the 3 tires were reshipped. We did sent 5 tires and 3 got lost and then we shipped 3 more. Sorry about *** loosing 3 tires but please understand its not our fault. We are responsible until you receive the complete order and this is what we are doing. Thanks

  Customer response

  11/07/2023

   
  Complaint: 20833030
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Business response

  11/08/2023

  After you gave ***** the ok to send you the extra tires, we did so immediately under tracking number 1Z972R520336127149 while incurring large shipping charges due to the size of the tires. *** lost the 3 tires and we had been on the phone with ********************* and *** for hours monitoring this for you. Rather than being considerate you expressed your gratitude by refusing the tires and opening up a dispute to which we have already replied to all your false allegations. Our staff has only expressed the truth to you during this frustrating situation to which you called them liars because they did not express the information you wanted to hear.

  Customer response

  11/08/2023

   
  Complaint: 20833030
  
  I am rejecting this response because all these statements are false and only stated to attempt to save face with their poor business practices.   The remaining tires were only shipped after the complaint was filed.   Prior to making the purchase, I expressed I needed my order by 11/2 which they stated was not a problem.  I received 2 ***********/31 and was told the remaining 3 would arrive the next day.  I was give false information as *** confirmed the shipper only provided them with two tires upon pickup.   I called every day and was lied to by the staff.   ***** assured me on 11/2 that I would have the remainder of my order by 11/3. I clearly expressed that if the remainder of the order is not received by 11/3, I would have to purchase the tires from the local vendor as the vehicle was in the shop for repair.   The tires were not shipped again and Wheel Hero failed to take my phone calls or text messages on **** 11/3.  See attached.  I was forced to purchase the tires locally.    I am due a refund for the tires that were never shipped within the time frame promised. This business has very shady business practices and should be held accountable for their poor business business ethics.  

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

  Business response

  11/09/2023

  As we expressed from the beginning, we are direct distributors with *********************, they shipped out 2 tires the next business day after your order. 3 tires were delayed by ********************* which in this case would constitute as the shipper by *** as we purposely took the tires from their ********** location so you wouldn't have to wait long for the order to arrive. We then followed up with them every hour on the status of the shipment and ended up shipping 3 new tires to you before ********************* was able to even rectify their delay. Its also odd how you claim we never took your phone calls or text messages when we have record of all your phone calls and how you called us scammers and other false narratives as well as record with your conversation with ***** through text message as well as everything that was said and our response time as well. One of these many phone calls consisted of us offering to send you pre paid shipping labels so we can pick up the tires due to your increasing frustration and your constant threats to call your credit card company even though you already received 2 tires, to which you rejected using the labels we sent. Lastly Ill conclude by pointing out that your only support for our "shady business practices" is that there was a slight delay on 3 of the 5 tires you ordered to which you received the 2 tires earlier than expected which as within 48 hours.

  Customer response

  11/09/2023

   
  Complaint: 20833030
  
  I am rejecting this response because I have sufficient evidence and call records to prove all your statements as falsies. I am confident that the better business bureau will see through your lies and portray you for the unprofessional business you are. You have nothing but unprofessional staff that lie and play games with customers. Your call recordings  will clearly show that. Please issue a refund for the tires not received within the promised time frame.  Lastly your call records will clearly show that on 11/2 that I informed ***** that if the tires werent received by 11/3, to cancel the reminder of the order? Why would you ship on 11/6 after this dispute was filed? 
  
  Sincerely,
  
  *****************************

  Business response

  11/09/2023

  We are confident as well that the ********************** will act in the correct manor and see that you are a customer that will not step over a puddle for a company and staff that swam through an ocean for you even though the minor delays were not our fault. We will be more than willing to send any phone records and text records to not only show the disrespect you displayed towards our company but also your harassment of our employees that assisted you as best they could . The reason why we shipped the tires after you filed the dispute is because it takes time for us to get notified you filed a dispute, it isn't instant, and we also trusted that since you told ***** and our staff to ship the product it meant you were interested in the products. At the end of the day the only thing you were interested in is filing disputes.

  Customer response

  11/09/2023

   
  Complaint: 20833030
  
  I am rejecting this response because the response clearly shows the lack of professionalism from the business.  I never had one unprofessional conversation with any stsff associates other than pleading for my order.  I dont need stoop to your level or respond to these inquiries any further because they show your business ethics. Provide your evidence as I hand and all the BBB to do there investigation.  The truth will come out.  
  
  Sincerely,
  
  *****************************

  Business response

  11/14/2023

  So I guess to you, communication , rapid responses, and attentiveness constitute as lack of professionalism. It's also very interesting that you say you won't "stoop to our level" days after you have made an embarrassment of yourself to all our staff due to your arrogance. You are correct about one thing however, the truth will come out and when it does we trust it will justify the correct side in this situation.

  Customer response

  11/16/2023

   
  Complaint: 20833030
  
  I am rejecting this response because it s clearly shows the lack of professionalism and intelligence level of this business. You failed to provide the product in the expected delivery time frame. Your response is a joke and shows your lack of emotional intelligence.  I was clear on my expectations before making the purchase of the delivery date. You alleged issues with your supplier is on you.  I made it clear if the items were not received by 11/3 to cancel the remainder of my order. You are playing games here and that why I have escalated this matter further than here.  You owe me refund for 3 tires.  

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

  Business response

  11/16/2023

  As you continue to disguise your lies and deceit by calling ** unprofessional we are more than willing to provide phone records to prove you said you wanted the 3 tires shipped. The only thing that is a joke is your relentless effort to continue to waste everyone's time with your toxic lies that land on deaf ears. The only thing that is owed is an apology from you to our staff.
  

• Initial Complaint

  08/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order from wheel hero july 12. The package was missing after contacting wheel hero they didnt want to assist. So I filed a dispute than the wheels were re delivered to me but they didnt fit my vehicle which was very upsetting . After the attempt i sent them back to wheel hero. After being promised the refund for these wrong fitting rims , several times , they said they couldnnot refund me due to the dispute that they had currently filed . I told them that not fair and insane

  Business response

  08/04/2023

  The customer initially stated they did not receive the wheels in which we show proof of delivery by ***** , the customer then stated they ordered the wrong size wheels for the tires in which the customer opened a dispute stated he never received items which in fact he had in his possession . We requested the customer ship the *********************** back for a refund as we only received 3 wheels as 1 wheel was pending delivery . We attempted to refund the customer on 8/3/2023 and on 8/4/2023  as it shows the customer  opened a credit card dispute with there bank which will not allow us to reimburse him/her do to the dispute being opened . . The open dispute will not allow us to refund the customer as the case is open , we have already responded to the case now we can only wait until dispute has been settled . Again we do not hold funds as the Dispute the customer opened has full control of the funds and will reimburse accordingly  once the case has been settled . There honestly was no reason to call the bank and open a dispute .  The dispute can last up to 90 days , this is not from us but from there bank Unfortunately . We hope the dispute is closed sooner then usual . 
   

*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. ↩