ComplaintsforRNR Tire Express

• Initial Complaint

  11/28/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I would like to be contacted asap to find out what I can do to pay my debts so I'll still have my car for work. I need my car and tires. I'd like to pay my debt asap. Please call me **********

  Business response

  12/21/2021

  Business Response /* (1000, 5, 2021/12/03) */ It appears that this issue was resolved between the complaint date and date received by RnR Tire Express.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A month and half ago. There was 4 rims 4 tires purchased on a payment program in the amount of $3600 6 months same as cash meaning no interest. Payments are due each Saturday of $140. One week the pay off will $ 3400 next week will be back up to 3600. I'm always charged a late fee on that Saturday as well remind you the payments are due every Saturday. This company is nothing but a scam artist and a rip off. There Loan is 40% over what the tires and rims are worth. They keep telling me they have the right to come and take the tires and rims. They are on my truck and it's my property. I want the loan adjusted as to the tires and rims are worth and not scamming someone. Rims are around 800 online tires are around 1200 online. Adjust to that pricing and crediting all the money paid to that pricing as well.

  Business response

  12/17/2021

  Business Response /* (1000, 5, 2021/11/19) */ You have the wrong business It is RNR South Campbell Springfield Missouri Business Response /* (1000, 8, 2021/12/01) */ I have read the complaint from this customer. This customer signed a legally binding contract for the product that is being leased until that contract is fulfilled. We will continue to honor the contract that was signed upon the day the customer received the leased product. The leased product does not change ownership until the contract is fulfilled, regardless of the product's whereabouts. We are a lease to own wheel and tire company, not to be confused or compared to online or retail chains. If it would help the customer, we will gladly go over the balance, contract details, or any other questions that this customer might have. We have a Regional Manager who will gladly call this customer if the customer would want that.

• Initial Complaint

  11/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been making payments on rims and tires from this company. On November 12th 2021 at 12:33pm making a payment of $100. Before I paid the $100 on what I owed it was $153.34. I go into RNR to pay off and do insurance they told me I owe $79. I should have paid only had to pay $53.34 as my reminding balance. My card was charged $110 plus I paid the insurance witch was $49.99 which didn't come out of the $110 at all. It was a separate transaction. I feel I got over charged and would like for something to be done about it.

  Business response

  12/17/2021

  Business Response /* (1000, 7, 2021/12/01) */ Dear Customer, We are very sorry you had this issue with your payment. We would like to help anyway we can. Our records show a payment of $100 was paid on 11/12/21. If that is not the amount that was applied to your receipt, we will refund you back the difference. Thank you for your business! Sincerely RNR Corporate Team,

• Initial Complaint

  11/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought wheels and tires from RNR Tires.. I have did the 6month same as cash and literally I have paid and current I've been paying so as a customer since day one of me getting wheels and tires on my vehicle I have told them it is not right wheels and tires I even have text messages speeding from them that they were going to get me situated that they'll take care of it that this isn't it a hit me up non-stop for payment but when it comes down to fixing something that they have damaged nobody is to be heard of I've been in there and I've literally been called an idiot by the general manager told me basically I didn't know what I was doing and had no clue what I was talking about when it came to the wheels being too small I can assure you I know this because I went to school for automotive I graduated with an Associates in automotive science I know what goes on what how to fix it and so on and so forth I was the general manager of my own automotive shop long story short since these wheels and rims have been on I have complained every freaking time weekly I want this corrected and every freaking time they give me the same runaround as soon as I make the payment go get them ordered the car was never supposed to have 17 it was supposed to get 18in standard on my vehicle 18 inch rims they put 17 inch rims and by doing that haven't destroyed my transfer case but whoever installed this stuff didn't do any of it right and now they won't even help me out I have documentation stating that it was done by the wrong wheels and tires by numerous mechanics after this has been put on I don't know how many places I've been to try to get a noise corrected in the whole time I've been asking them is it the rims is the wheels of the tires and every single time nope now I don't have a car because my transfer case completely gave out sound like my transmission went when I took the bill to them to show them I was told it's not their problem I want my vehicle fixed

  Business response

  12/27/2021

  Business Response /* (1000, 10, 2021/12/08) */ To whom it may concern Regarding the complaint above the customer had come in for wheels and tires with our location in June and the merchandise did not become an issue until September. we have contacted multiple mechanics, dealerships and our wheel vendors that said the issue described was not due to going to a smaller wheel because the tires size diameter is the same as the stock size for the vehicle. We have offered to get the customer a new set of wheels and tires and apply the money that has been paid into the original set currently on the vehicle and he had informed us he is not interested in that option. currently the customer will not accept our calls or return any calls or text made to him so we can resolve the issue here in store.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Attached are you will find the paperwork associated with this file. On 2-10-21 I purchased what i believed to be 4 brand new tires then a few days later one of the brand new tires went totally flat. I went back to rent and roll and i suggested that a brand new tire should not have been flatted so quickly and requested to have my original tires back. The manager stated that they get rid of those tires immediately although only one was bad. I had issues with these tires since the day of purchase. i went back to rent and roll the end of September because they were the ones who put my tires on. they stated that a stud was broken and missing that i would need to go to a mechanic because they did not want to take on that liability. So on 10-11-21 i went to Firestone and they stated that the studs on my vehicle is too short for 18'' tires and is deemed unsafe to drive. Also that my tires i paid almost $800.00 were found to aftermarket value like initially felt. The mechanic at Firestone stated that i should go back to whomever put my tires on. Which is rent to roll so i have driving unsafe since 2-10-21. please help me... I have to park my car until this is resolved cause anything can happen. One of the tires is loose and can't be tighten until this is resolved. Thanks for your time.

  Customer response

  11/22/2021

  ***Document Attached***
  Attached is a recorded conversation with rnr on 11/16/21
  See Attachment/File: Recovered_Recording_1_20211115_64880-1.aac

  Business response

  10/09/2023

  Good afternoon, 
  
  We attempted to reach out to the customer on 10/9/23 at the number provided, **************, to discuss the issue,but the number has been disconnected. If there is another number we can reach out to, please let us know. 
  
  Additionally, the customer can reach out to us any time throughout Customer Concerns number at ************** and by dialing 3 at the menu, and our customer response team will be happy to assist as best we can. 
  Thank you!
  
  Kind regards, 

• Initial Complaint

  10/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We came in to purchase tires and Bryant sold us the incorrect size after even being told the correct size. It resulted in me getting a speeding ticket, they took no responsibility. Sunday Sept. 26th, at approx. 1:45 pm I was in Simsboro, La when 4/5 of my lug studs on my 2015 Jeep Cherokee Sport snapped at one time. It caused thousands of dollars worth of damage. They had a "master mechanic" come and look at it supposedly and tried to blame it on the dealership for putting "aftermarket rims on with stock studs". We have had nothing but issues since coming to them, they seem to have no idea what they're doing. I've spoke to multiple people including mechanics and everyone has told me they are liable. They are the only people to say they aren't. They are also the only people to touch my rims, tires, or studs in 2 months. I will be seeking legal counsel and pursuing them in court. We had to fix our car today after 4 days, they were no help.

  Business response

  02/12/2024

  We are truly sorry to hear about your experience. We strive to provide excellent customer service and it's clear we fell short in your case. We take your feedback seriously and will address this with our team. Please email us at ************************************** we'd love the opportunity to make this right for you.

• Initial Complaint

  09/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I attempted to get tires from this location and from the NW 23rd location and were denied because the manager at the nw 23rd st location didn't "feel comfortable" selling to us because of a charge off from three years ago. I am being discriminated against because they even refused to just let me be the only one on the account. The manager wouldn't even come talk to us to explain what the cause for the "charge off" was. Someone from the NW 23rd street location called and told us that we sold their property and then started to complain to my wife about how she sold the tires when she sold the car regardless of if she has viable proof that she attempted to get the tires back for over a month before a "detective" was involved.

  Business response

  10/09/2023

  Good afternoon, 
  
  We apologize that we are not able to accommodate to your situation. Unfortunately, after a store has to write off a set of tires, meanings the contract is ended before full payment can be reached, it is typically policy to not allow customers to enter another contract within a short time frame from when the previous contract was written off. We apologize for the inconvenience, but it is a fraud protection measure. 
  
  If there is any additional concerns, the customer can reach out to us any time throughout Customer Concerns number at ************** and by dialing 3 at the menu, and our customer response team will be happy to assist as best we can. 
  Thank you!
  
  Kind regards, 
  
  

  Customer response

  10/09/2023

   
  Complaint: 17835898
  
  I am rejecting this response because:

  My wife had purchased tires back in 2017 and the company reached out to her along with having an officer reach out to her. She gave all of the information she had to the officer and never heard anything after. She was going to give RNR the address of where the tires were located but could not get the address. She provided the information to them and the officer. We tried to get tires back in 2021 and the general manager for the ************* location declined to do business with us and when asked to speak to them they refused to speak to us. There was at least a 4 year timeframe and in my experience a person can change in four years. They refused to do business with us give us the opportunity to pay any tires off or even explain what happened back then. We just got told sorry about your luck deal with it and leave our locations and never come back. This was unfair and they lost mine and my wifes business.

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

  Business response

  10/10/2023

  After clearing an account like this, we need a certain amount of time to pass in order for a customer to be eligible to purchase again. We have had a representative try to reach out to you, and we are happy to try and connect you with a different store in your area where a purchase might be able to be made. If this is still something you would like, please reach out to us at **************, where we can have one of our customer concerns representatives try to help get your connected with a store that can sell you the merchandise you need. 
  
  
  
  
  
  
  
  
  

• Initial Complaint

  09/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date: I got 3 tires from this company in June of 2021 and did their 6 months same as cash program, I ended up working there for the month of July before employment the contract was explained to me as something different than what is true but I still made payments until September 1st. The business does not commit anything to customer, but on September 22, 2021 around 5:50 I came into the Hattiesburg, MS branch to return the leased tires as I had been threatened repossession that day (tactic used to scare when most time there is no intention to get tires, just want payment) and had been called over 20 times in 24 hours and text from multiple #'s even after giving them a date. When I came to return I asked for a receipt of returned merc to note be giving back the correct items and quantity back to them, the manager Brandon refused to give me documentation of returning items and stated I needed to return 4 tires when in fact i only got 3 I would like to get documentation and manager fired

  Business response

  10/09/2023

  Good afternoon, 
  
  We reached out to ******************* on 10/9/23. She informed us that the merchandise has been returned and the issue is resolved. 
  
  We have also let the customer know that is they need any additional assistance to reach out any time to our Customer Concerns number at ************** and by dialing 3 at the menu, and our customer response team will be happy to assist as best we can. 
  Thank you!
  
  Kind regards, 

  Customer response

  10/10/2023

   
  Complaint: 17862703
  
  I am rejecting this response because:

  I had to return the product because of harassment from the management staff at the time and over a year later I get a phone call basically stated they apologize for what happened and no refund for the money I spent on tires that I had to replace again and return those because I did not want to continue to be harassed. I worked in this establishment briefly and shortly after leaving Im was getting texts messages and phone calls about my payment on tires I purchased before working here, as soon as it due or right before when I know that was not the protocol. This business does not care about customers, hire incompetent people for management and as is a scam.

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

  Business response

  10/12/2023

  Good afternoon, 
  
  
  As we stated during the call, we do apologize to hear about the customer service that was provided. Due to this, we have made several changes, in both policy and team members, in order to prevent these issues in the future. In regard to the refund, at this time, the records of payments we have show that the amount paid was charged accurately by the amount owed under the contract and does not warrant a refund. 
  We apologize if this answer is not what you were hoping for, but if you have any additional inquiries about the customer service or previous account details, we urge you to reach out to our customer concerns representative at ************** where we can best assist you. 
  Thank you

  Customer response

  10/12/2023

   
  Complaint: 17862703
  
  I am rejecting this response because:

  I never stated that refunds were warranted due to the payments shown in your records. The amounts paid were charged accurately by the amount owed under the contract and does not warrant a refund, however I incurred additional charges outside of this due to your poor judgment in management. Please note that harassment is NOT apart of the contract agreement and was not warranted, thus I should not have had to replace 3 brand new tires at another establishment regardless of the use that I got out the tires from your company.  I solely returned your products because I refused to deal with your staff/ management. Again this company is a scam, the staffing is poor and these responses prove such because your company is responding to my complaint 2 years later. If you wanted to perform true customer service and treat customers with care and concern this would have been addressed when it happened or with a better response than so sorry, you owed us the money so what my staff did is irrelevant. To the BBB this company as a whole should be investigated if corporate does not see its responsibility to the consumers who attempt business with it.

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

• Initial Complaint

  09/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to buy tires and rims talking to an employee who showed me 2 different prices. He explained that if I made all the payments it would be the higher price. I explained I would have them paid in a few weeks and put 1,000 about half of what he told me I'd pay if I paid them off before the contract time. I didn't have them long and went back with the cash balance. They changed what they said so I refused to pay off the balance and removed the tires storing them for 2 months as they harassed family and friends. Estaban who introduced himself as the store manager called my mom who finally made arrangements that if they picked up the tires before 12 he would submit for a reimbursement for the extra I paid over considering I paid over. We have proof of the email, and video where they picked up the tires before 12 and yet 2 months later no proof of "reimbursement" was submitted. I called cooperate where I spoke to a Chris who said no reimbursement was ever submitted.

  Business response

  10/09/2023

  Good afternoon, 
  
  We spoke with the customer on 10/9/23 at the number provided to discuss the issue. At this time, it doesn't appear the customer was eligible for a refund, based on the details of their contract. 
  
  If their is any additional concerns, the customer can reach out to us any time throughout Customer Concerns number at ************** and by dialing 3 at the menu, and our customer response team will be happy to assist as best we can. 
  Thank you!
  
  Kind regards, 

• Initial Complaint

  09/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought 4 tires in January 2021. Our truck got stolen in March 2021. We were told that if we turned in a police report they'd cancel the payments. We are still being charged in September 2021 and they refuse to cancel the payments.

  Business response

  10/18/2023

  Good morning,
  We have reached out to this customer and left voicemails on 10/9/23, 10/12/23, and 10/18/23 to see if we can help resolve the issue. At this time, we have had no response. If the customer would like to speak to us about the issue we are happy to speak to them anytime at our customer concern number: **************.
  Please let us know if there is any other way we can reach out to discuss this matter. Thank you! 

*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. ↩