ComplaintsforRNR Tire Express

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday, July 18th. I contacted RNR tires and setup an appointment to have 4 new tires mounted and balanced with a lady named ******** for Tuesday, July 23rd. On Tuesday, July 23rd I arrived at 9am RNR Tires location **************************************************************. After the store opened I processed to the desk with I spoke with another lady, who I gave my name and told her I was here for an scheduled appointment to get 4 new tires to be mounted and balanced. The looked for my name in the computer, and could not find it. I informed the lady that the appointment was scheduled with ********. At this time the store manager spoke up and said we do not have enough mechanist here today and all week to preform that job, and that you can reschedule for next week. I asked *** to provide me with corporate office phone number. *** later returned with a sheet of paper with SKC Corp and phone # as ************. Later I looked up RNR customer service and called and left an complaint concerning the treatment I received at the ****************** Later that day I when to ***************** and have my tires mounted and balanced which cost 52 dollars more.

  Business response

  07/23/2024

  Store location stated that the client was not scheduled for service that day. ***** stated that the client got pricing from ******** but admitted that an appointment was never confirmed and was told that they would receive a call back. Store states that an appointment was offered to the client on a future day that the store was equipped to handle the requested service. Store states that the client declined to schedule an appointment. 

  Customer response

  07/24/2024

  I took vacation on the date mention above, to have 4 new tire mounted and balanced. If this location was not available on that date. I was not going to take a chance and they fail to mount and balanced on a different date. So I had tires mount and balanced somewhere else on the day I was available. 
  

  Complaint: 22031769

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

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased some tires from RNR tire express for my daughters vehicle. I left before the vehicle was done and I didnt sign the contract. About a month went by and my daughter returned her vehicle from where she was buying it from. She then called RNR and told them where the tires were. Here it is 2 weeks later and ** still receiving text messages from the manager stating if you think by ignoring me is going to make us go away youre sadly mistaken. And they left me a voicemail threatening jail time and another text just harassing me.

  Business response

  07/15/2024

  Thanks for confirming that you came in and received the items on your/your daughter's vehicle.  Receiving merchandise that has not been paid for, or agreed payments signed for, is theft in the state of Texas.  We have sent certified correspondence as a step required before requesting outside agency's to get involved.   RnR Tire Express is not responsible to negotiate product return with any business or any other party not named on the Lease Order Form or contract. The customer assumes all proper responsibility upon receiving said merchandise.   At this time, it is required that payment to be rendered in full or the return of the items in good working order (as you received them).

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Buy a set of rims and tires and a set of tires for my camry i have automatic payments from my account they got my address, they never contact me in reference of a payment, they just come to my home and leave my truck and my car sitting in a other set of rims, and i have damage on my truck lugs in all 4 of them for trying to do the job quick. Now i am in a rented vehicle because i do not have a way to move with 2 kids, its unacceptable for me because i know they never get in contact with me, one time they do not charge to me for 4 weeks and they call me they found me, and i get that fix quick this is hard and horrible momment right now..

  Business response

  07/22/2024

  Documents have been provided showing our company made many attempts to contact the complainant. Complainant was behind 30 days and had made no attempts to pay. Complainant was also unwilling day of reposition to become current and keep their merchandise.  As stated and shown on our agreement, we were operating inside our mutually agreed upon guidelines. The photos submitted show normal wear and tear on a vehicle of that age and no damage shown was or could have been our doing. 

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Well I am late on my payment not even 30 days late and I am going to pay late fees they are harassing me and threatening me with police's saying that is a theft case and I know it's not it can only be a theft case if it's over $500 or more and my tires are only payment left is about $467

  Business response

  07/22/2024

  To whom it may concern, 

  ******************* is currently 21 days past due with a past due balance of $230.61. She is set up to pay monthly. The total remaining balance of her agreement is $859.27 + the past due balance, or there is an early payoff option of $483.77 + the past due balance.

  The last payment we received from her was on June 6. 
  

  As we are holding up our end of the rental agreement, we kindly ask that you do the same: if you cannot pay, you can return our product. (And as our agreement states, should you not pay: we can file charges, repossess our product or as I stated above, you can return our product.) 

  Regards, ******

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Friday I bought a tire from RNR express on W. Main st in ****** for $160 they showed me tires around the shop and said that they would be good tires when putting it on on of the workers tried to alert another employee that the tire was bad but he still put it on my girlfriend was the one who took it back up there after waiting for about 5 hrs to even get service to replace the tire to only have another tire that wouldnt hold air so today 7/9/2024 I returned to the store to tell the manager what was going on with the tire and his attitude was nasty he said that the tire was as is leaving the store and that even tho he sold me this bad tire that didnt get me home he would not replace it nor would he give me my money back he said with these words I dont have to do anything and Ive called around looking for a lawyer or anyone who could help me resolve this Im a father or 8 children and we have one vehicle to go on he put me and my family in danger and to top it off came up with no resolution to help me after taking my money and putting me in a bad situation I would appreciate it this could get resolved quickly

  Business response

  07/09/2024

  Good afternoon 

  I spoke with the customer when he came in today. I introduced myself and told him I was the store manager and how  could I help him.

  He let me know that his tire wasn't holding air and could we check it. The customer also informed me know he purchased the tire and paid cash for it last Friday 7-5-24. I was off from work that day.

  Our regional Mgr was here along with our sales that day. The customer was informed that all cash sales were final and there were no refunds or returns. The sales and regional did explain that the better option was to put the tire or a set of Tires on rent because our rental coverage provides protection for situations such as this. Anything bought cash is a final sales which customer agreed to Friday.

  Also, the sales tried to show the customer another tire but he wanted the one that her purchased. The Tire Tech made sure tire was holding air before he left and the tire was properly installed, which is was apon inspection. 

  Today, 7-9-24, myself and another tire tech checked the tire together and thr customer had a Bent rim that can cause tire to not hold air alongside with a slip in the sidewall that wasn't there apon install.

   

  Customer claims attitude was nasty. Instead, I asked customer questions to get information as I was not here. Customer then proceeded to tell me that I "MUST" refund him his money. I In turn told the customer that I wasnt obligated to return money in a cash sale but that we would inspect the tire to see what was going on, as the tire tech and I indeed did check the tire.

  Customer response

  07/10/2024

   
  Complaint: 21963737
  
  I am rejecting this response because: the statements made from him are inaccurate furthermore the item they sold me was faulty he stated my rim may have a bend in it which it doesnt the rims are in fair condition the tire was in bad shape before being put on and should have never been put on as stated by another employee but he totally disregarded what was asked and put it on anyways and the fact that the manager is ok with this just to leave me with a bad tire shows how much he actually cares about the customer and his job he was unhelpful disrespectful and something needs to be done I could have kept my money if I knew this is how they were gonna treat me the lady ******** was very respectful and helpful but some of the other staff just was careless and inconsiderate 
  
  Sincerely,
  
  ***********************

  Business response

  07/16/2024

  We stand by our original response.

• 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. 
  

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