ComplaintsforRNR Tire Express

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello. This is in regards to account number ************ appears there was a mix up at the ***********, ******* store where I purchased a new set of (4) tires. I was setup in the (120) days same as cash on a (weekly) Max ******* of ($98.93).I also paid ($100) down. The ($100) match was not offered because I already had an active account for ************************** at a week ******* of ($32.02)***I was aware of this when I purchased the tires. It seems the account manager had made a simple mistake and had put me down as making the minimum ******* to her words exact since Ive already called the stores and brought them documentation from my bank.According to my bank records I have paid 1($100) *******, and (19) *******s at ($98.94) for a total of ($1980.62).My account shows it was also supposed to expire June 9, 2024, but I had two additional *******s taken out. Plus I paid more on the monthly *******s than required. I would really appreciate a refund on the money returned and I am in desperate need of it at the moment. I would like to remain a returning RNR Express customer if we can come to a resolution. I have give the account manager my bank statements that have been singed and stamped by my bank and your accounts should also show the same transactions. I have called the customer service line and left two messages with a return number. I havent heard anything from the store other than they are waiting on corporate. If you would could please respond to this email or please call me, I would very much appreciate it.

  Business response

  07/02/2024

  Dear Mr. ***************** hope this message finds you well. We are writing to address your recent complaint regarding the overcharge you experienced at our store. First and foremost, we sincerely apologize for the inconvenience and frustration this has caused you. We deeply regret that your experience did not meet the high standards we strive to uphold at RNR Tire Express.
  
  Upon reviewing your account and the circumstances surrounding the overcharge, we have identified the error and have taken immediate action to rectify it. A cash refund for the overcharged amount has been issued to ensure that you are not financially impacted by this mistake.
  
  We understand that your trust in ** has been affected by this incident, and we are committed to regaining it. We are currently reviewing our procedures to prevent such errors from occurring in the future. Additionally, we are providing further training to our staff to enhance their attention to detail and customer service skills.
  
  Your satisfaction is our top priority, and we appreciate your patience and understanding as we work to resolve this matter. Should you have any further questions or concerns, please do not hesitate to reach out to us directly. We value your feedback and are here to assist you in any way we can.
  
  Thank you for bringing this to our attention and giving us the opportunity to make things right.
  
  Warm regards,
  
  ************ Lanke  
  General Manager  
  RNR Tire Express  
  ************

• Initial Complaint

  06/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased tires in July of 2023. I have been making payments biweekly and yes, I have gotten behind a few times due to life circumstances and with me being a single mother. I have paid over $1800 towards my tires, if not more, and every time I fall behind, they are refusing to "work with me" on this matter or provide the full accounting for my account. I have been threatened with retaliation and told that they would "**** me down" at all costs?! I am going to file a police report and I have already with the AG's office on this matter.

  Business response

  06/11/2024

  We have reviewed this complaint and value the opportunity to respond.  According to our records, the customer needed to pay $53.70 weekly, or $107.40 biweekly in order to pay the agreement off within the 6 months Same as Cash that we advertise.  However, the customer, when she paid, only paid the minimum payments  (plus late fees), which does not pay off the agreement in the six month time frame.  The lease to own contract is for 18 months.  According to our records, we have helped this customer especially when she had situations come up.  On one occasion we accepted $15 for a payment and on another occasion, we accepted $12 for a payment.   Attached, the customer will find their original contract, understanding of minimum payment vs payment needed to meet the 6 months same a cash sheet, and pay history. 

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I been paying rims for right at a year so total was 3250 I have my invoices never was I explained the option for minimum payment so I always did same payment so I traded vehicle before I traded I asked RNR I have text messages telling them come get rims so today they text very rude say they take actions etc but I told them go ahead take actions bc Im not paying another dime then every other week payment change how much due and stay at 1000 or 1200 but Im not paying anymore I told them get rims they refused Im not responsible they rude and never did get a tire rotation replacement for bent rim tire on wrong never was fixed problem

  Business response

  05/22/2024

  ********* texted my phone on May 9th, 2024 at 7:03 AM letting me know that his Crown VIc was " Gone at a place, blowed gaskets all. Car quite on me, yall can go get rims off" He stated the car was by Memphis and sent me the address I told the customer that he was still responsible for getting the rims to us in a situation like this and I explained to him that he is still responsible for getting the rims to us per the contract and that he was still liable for the rims. Customer has since traded the car in and refuses to pay on his account, which is a breach of contract to trade the vehicle in with our merchandise on it.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  First I have done business before with these guys had no problem. I have now a bill with them I pay every 2 weeks for car repair (brakes/rotors). I found I have to have back surgery 5/22. I was told 4/18. I immediately called and told them about this. And I was point blank told Im not helping you or holding this account for you. I expect to be back to work late june and can pick back up with payment at that time. This is simply crazy. Life happens. I just want them to make this possible. Im going through enough as it is.

  Business response

  05/20/2024

  The regional manager will be contacting Mr. ******** this afternoon. We will happily work with him during this difficult time while he is out of work. 

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business, which leases to own tires, an item that wears, told me when I paid ************************************ ***** would be 173, when I show up in ***** a new girl at the counter said it was 235 not 173, she snapped at me I don't know who told you that. I'm ******************************************* ***** unemployed for the first time since 2011. I walked out. No bill was sent to me in ***** or early May. When I called May 9 I was prepared to pay over the phone, I was told the bill was now 18 months instead of 1 more month and that I could get out of that for 651. They can keep their tires, I will not be extorted.

  Business response

  05/14/2024

  As a standard practice, our employees do not snap at customers but professionally and respectfully explain the status of the account. ************** was texted and called with a reminder about his due payment for both April and May. The account then rolled past the 6 months same as cash time period. The customer then returned the product, so the payment is no longer owed. 
  

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They came to repo there tire which I have no problem with the problem I have is they took the rims as well as their tires from my car and left my car seat on cinderblocks under rotors which damaged the rotors and probably my brake system. I havent had time to take a good look at it.

  Business response

  05/06/2024

  Good afternoon, 
  
  Our remote team normally doesn't have the capabilities to remove rims from tires on site and has to take them back to the store to separate the personal property from the merchandise. If you are interested in getting the personal property returned, please reach out to the store at **************. They would be happy to assist in a good pick-up time for those. 
  Thank you!
  
  

  Customer response

  05/06/2024

   
  Complaint: 21613272
  
  I am rejecting this response because:they are try to cover up untruths The reason I say that is because they can come out take the tire and fix it alongside the road so they have to have someone breaking the beads
  
  Sincerely,
  
  *****************

  Business response

  05/13/2024

  The customer's wheels were dismounted and returned promptly after the rented tires were returned to store. 

  Any further questions, please contact the store directly ************. Thank you. 

  
  

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February of 2024 I purchased/ entered into a rental agreement with the RNR tire express on *********** in *******, ******. I leased a full set (4) Strada rims and Nexen tires from this location. Going into it the original deal I was told I would be receiving was a full set for $20 down payment. No where in the ad or while I was speaking with the representative did they inform that this was the 1 week price. But I went ahead and paid a total of $136.00 down payment. While attempting to fit my car with the new rims I personally observed not one, but 3 different employees forcefully try to mount different rims on to my front passenger wheel hub. I mentioned this to the *** who was doing my paperwork and my concerns were shrugged off and dismissed completely. Not a full 30 days later, while driving on the highway going 75mph the front passenger lug bolts snapped off and the wheel began violently bouncing and beating against the inside of the wheel well causing extensive damage to the front end of my ***** Malibu which previously had no damage whatsoever. I informed RNR about this incident and got no response. So I ceased payment, due to their lack of concern and failure to even attempt to rectify the situation. Today they came and repossessed the rims and tires and left my vehicle completely disabled in my driveway. I approached the 2 employees one being a female named ***** and another who was male. Neither one had even the slightest hint compassion considering the very potentially deadly consequences of their less than professional installation that resulted in my vehicle being damaged and to further the matter, the male rolled his eyes and stated this type of s*** always happens when we take stuff back from broke a** people like this. Not only was the comment unwarranted but also very unprofessional and disrespectful. I then called the store and requested to speak with the manager and was told he would call me back. No such call has taken place.

  Business response

  05/01/2024

  On February 8th, 2024 ****************** entered into a lease purchase agreement with us for a set of wheels and tires. Her next payment was due on March 8th, 2024. She committed to the store to make a payment by March 28th. She failed to make this payment. On April 6th she contacted the store and communicated that she was out of town at a funeral. Later that day she said she was in an accident. She was unable to provide any information related to it, including photos or a police report. She supposedly had the vehicle repaired with no communication with us. On April 18th she did not communicate and did not make a payment. At this point, she has gone over 6 weeks without making a payment and without providing proof of an accident.
  
  We take customer safety very seriously. We have the video of the installation, including having ****************** in the shop showing her the first wheel she wanted and that it did not properly fit. We always do a test fit before installation of new wheels, and if it does not fit properly, we don't move forward with the installation and we don't force the wheel. The wheels she ultimately chose fit great and were installed properly. When we picked up the product on April 20th, tires the wheels had no indication of damage. Given the statements she made about the extent of the damage, the wheels would show the resulting damage.
  
  We spoke to the customer on April 25th. On April 29th ****************** sent photos of her vehicle and included a photo of her vehicle after the supposed accident from April 6th. It is clear that the vehicle in the photo is not the same vehicle on which we installed wheels and tires, and is not even the same vehicle as the other photos in the email.
  
  Unfortunately, we do not believe ****************** is being truthful about the accident and is trying to use it as a way to scam our company to pay money, and at the very least, get wheels and tires without paying for them. We do not believe it is in our best interest to do business with ****************** given these circumstances.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday April 20th 2024, an unfortunate incident occurred with a rent-to-own tire company. Despite only missing two weekly payments, the company repossessed not only the tires but also the wheels/rims from my vehicle while it was parked at my residence. This left my vehicle resting precariously on center blocks in the parking lot. The wheels/rims that were taken were not provided by the tire company originally. Rather, they were the factory-installed rims that came with the vehicle when I purchased it. By taking these rims which were my personal property, the company has essentially committed grand theft of my belongings beyond just the rented tires. This was an overstep of their repossession rights and a violation of my consumer rights as the vehicle owner.Each wheel costs $250, which they need to replace the stolen wheels, or pay to replace them.

  Business response

  05/06/2024

  *************************** started his account on October 23, 2024. He signed an agreement for 4 Tires. . ********************* was late on his payments 70% of the time but we continued to help and accept his delinquent payments with good communications. Starting on March 1, 2024 ********************* account became delinquent and he never got his account current. On March 30th, , 2024. ********************* stopped communications with us and we attempted to contact him 10 times via, Phone calls and Text messages with no responses between 3/30/2024 4/20/2024. We had no choice but to repossess the equipment. We rarely have to do this. Once repossess we heard from ********************* and informed him to come pick up the wheels if he wants his wheels back, however, per his contract we are not responsible for returning his wheels. ********************* came to our store and picked up his wheels on April 25th , 2024, and talked to our GM ******************* on that day. The original agreement that *************************** signed does state and he initialed and signed this specific disclosure., If it becomes necessary for RNR Tire Express to recover its wheels and/or tires, which may be attached to wheels and/or tires you own, you may recover your items at the RNR Tire Express store location at your earliest convenience. In no case, however will RNR Tire Express be responsible for such items not picked up with 72 hours, , ********************* account has been close and his payoff balance at this time was $602.50 and ********************* did come to store and picked up his wheels.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I financed some tires through RNR Tire Express in ********, MS on 10/6/23.I agreed on the lower payment amount of $65.27 a week knowing I would not pay off the balance within the period. I had until 4/3/24 to pay off my balance. I told them I would come back closer to the end of my term and pay my balance off in cash. They said that would be okay. I stopped by the store on 4/1/24 (before my term ended) and she stated that I still owed $617.00. I asked her how because I have already paid $1715.96 (had the bank statement) and the tires were only $1855.80 plus tax. I just want to know where $617.00. They were not able to explain the discrepancy and each time we ask they go up on the price. She has an attitude every time we have a conversation. I want to pay off the remaining balance of my tires but I will not be scammed. I do not owe $617.00. I was there to pay my balance off BEFORE my term ended.

  Business response

  05/01/2024

  As of 4/5/2024, the Complainant had made total payments on the account in the amount of $1,717.02. The payments are broken down as follows: $1,248.00 in rental payments that accrue to the payment of the cash price of the product ($1,855.80).; $78.00 for damage waiver fee; $18.69 for initial fee; $260.00 for extended warranty fees; and, $112.33 for taxes. Accordingly, the cash price ($1855.80) minus the rental payments ($1248.00) equals $607.80 payoff balance as of 4/5/2024. With tax added, that is why he was quoted the payoff as stated. In the event payment in full is immediately made, we will extend the 180 day payout date for one more week. Otherwise, the full term lease payments will be in effect.

  Customer response

  05/02/2024

   
  Complaint: 21599478
  
  I am rejecting this response because: the day I purchased the tires I was told I would have a one time rental fee of $48.00. They told me that it was included in the price of the tires which was $1855.80. They were misleading and lying. Now they are saying the rental is added to the price when it was only suppose to be a one time fee.
  
  Sincerely,
  
  *****************************

  Business response

  05/07/2024

  Attached are copies of the Claimant's pay history and the 180 days same as cash notification (with the Claimant's signature and initials for acknowledgement). He chose to make the minimum payment of $65.27 per week. He acknowledged that the payment of $93.34 per week was necessary to satisfy the 180 days same as cash option. For 26 weeks he was short each week by $28.07 (total $729.82), which is the reason he was quoted the pay out on 4/3/2024. There was no deception involved in this matter. Apparently, the Claimant did not wish to take advantage of our offer to extend the *** option, so the original terms of the lease are in effect. The Claimant has the right to bring the account current or return the product and terminate the lease.

  Customer response

  05/15/2024

   
  Complaint: 21599478
  
  I am rejecting this response because they added a rental fee to each weekly charge when I was told that it would be a one time charge multiple times. I went to pay off my balance before terms ended but they lied when I got the tires. They have added a rental fee to each charge. I am not paid the rental fee once like I was assured.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased wheels and tires a while ago and had put almost half down and continued making $400 a month payments until my husband became unemployed due to medical reasons, I have asked for a solution, tried contacting corporate and have received horrible customer service to be told there's no options but to pay or have them repoed. No deferment options and not willing to work with us, has been a nightmare of an experience for us. Cannot get any help or resolutions due to our temporary situation.

  Business response

  04/24/2024

  We have been in communication with this customer about there situation and feel really bad about the circumstances. We would be more than happy to work with them to get this resolved, however we have to have something to work with. One of the great things about our transaction and contract is since its a lease contract, the customer can return the merchandise at anytime during the course of their contract in the event they can no longer afford to pay as per agreed upon by the signed contract. With how past due the account is and with their current financial and their ongoing financial hardships it appears they will be facing, we believe its in the best interest of the customer to return our merchandise and that will cancel any additional amounts owed. To make it easier on the customer, we are more than willing to come out to their residence and retrieve our merchandise.

  Thanks

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