ComplaintsforTire Rack (The)

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After purchasing a set of 4 new tires I recently experienced a flat tire. Alright no problem these things happen. So I took the damaged tire to an independent tire repair shop that I trust in *******, **. They inspected my damaged tire and informed me that it was not repairable. I contacted Tire Rack because the sale included a road hazard warranty. This is where the mess begins: The "warranty" requires me to create an account with a 3rd party vendor not affiliated with Tire Rack/Discount Tire ! The instructions were needlessly confusing and honestly I do not trust the website because of privacy concerns. These were not expensive tires so I would have expected a simple courtesy to me as a customer of 1 replacement tire under warranty. The tires have less than 500 miles on them so they are not old and were purchased in early March of 2024.

  

  Business response

  06/14/2024

  We apologize for the inconvenience.  However, our Road Hazard program is facilitated by Nation Safe Driver and they process and pay multiple road hazard claims on our behalf on a daily basis.  We do not send free tires as this is a reimbursement program provided to you by Tire Rack at no additional charge when you purchased your tires.  The claim process is a transparent, simple process but we're happy to assist with any questions you might have when filing your claim on NSD's secure site.

  Thank you for the opportunity to respond to this complaint.

   

  Customer response

  06/14/2024

   I am rejecting this response because: I would like a full refund for the price of the damaged tire. I have previously purchased tires from other vendors both independent small tire dealers and national dealers/retailers. I have never had such a smug, snarky and unprofessional response as this.
  
  
  

  

  Business response

  06/15/2024

  We're sorry that you're not happy with the resolution offered, but we cannot issue a refund in situations like this and cannot assist any further.  You have the option to file a road hazard claim for reimbursement.

  Thank you for the opportunity to respond to this complaint.  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a set of tires from their website in November and I selected the standard equipment tire size. I then went to put the tires on last week and the size was not correct. Their website is wrong and it lists the 20 inch tires as the standard size and the 19 inch tires as the optional tires for a 2019 *** M550i. In reality its the opposite as 19s are the standard and 20s are the optional size. I am attaching pictures from their website.I then called customer service to see if I could exchange these tires for the proper size and they said that since it has been more than 30 days of purchase that they could not take them back. The tires are still new and in the original shipping packaging. At worst you think they would charge a small restocking fee. They have not been inconvenienced as I will have still paid shipping both ways. I have bought 20 sets of tires from them over the years and I am shocked they would be willing to lose a customer like this. When I mentioned that I had bought 20 sets of tires the csr said that it was only 2 sets which is not true This is unacceptable

  

  Business response

  06/13/2024

  We apologize for the inconvenience.  Our return policy is new product within 30 days of purchase, and we do make exceptions within reason.  However, the tires in question were purchased in November of 2023, just under 7 months prior to your request to return.  We can only sell tires that we know have been kept in a climate-controlled environment and can be sold as new.  When tires are out of our control for this long, we cannot sell them as new to another customer which is why we suggested that you sell on your own.

  We do list 19" staggered and non-staggard options on our website for your vehicle.  

  Thank you for the opportunity to respond to this complaint.

  Customer response

  06/13/2024

   I am rejecting this response because:

  You never addressed the fact that your website is wrong.  20 inch tires are not standard equipment, they are optional equipment.  19 inch tires are standard equipment but you have them listed as optional equipment.  Anyone who buys tires from you for this vehicle risks getting the wrong tires just like I did.

  I manage a series of warehouses in the midwest and they have been stored at the same climate controlled warehouse where you delivered them.  I did not have them shipped to my home.  You can ****** the delivery address and you will see that we are a logistics/moving and storage warehouse.  

  I too am in customer service as I am a regional manager for a logistics company and can see already that you are reluctant to satisfy a customer.  Fix your website to put the correct information on there.  I have owned over 85 cars in my life and just received a review for a set of tires I bought from you a year ago.  I will make sure that I properly address this current situation on my review (order number KV70953).  I actually bought 4 sets of tires from you in 2023, 2 in November, 1 in June, and 1 in February.

  I too answer BBB complaints but I work for a company that puts the customer first.

  Sincerely 
  

  ***********************;

   

   

   

  
  

  Customer response

  06/20/2024

  This complaint has been resolved to my satisfaction
  
  Thanks
  
  

• Initial Complaint

  05/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Whatever company theyve outsourced to handle roadside assistance is a joke and tire rack as a whole is too. Three days of trying to get the correct info for claims and roadside assistance and I am forced to leave a review. Not only do the claims agents eat on the phone while talking to you, they wont even take the time to hear you out. They talk over you and then when you call back to try another agent they give you the wrong info. Roadside assistance asks for a policy number, one agent in claims says I dont need one and another agent gave a bunch of numbers that mean absolutely nothing to roadside assistance who clearly are given a script and nothing else. My tire has been in its rim for THREE DAYS and I have gotten nowhere. Apparently tire rack sells the tires with the promise of roadside assistance and the ability to file a claim but after that they wash their hands of you once they get their money. From the reviews, this is a common occurrence. For anyone reading this, save yourself the headache and get tires directly from an installer rather than Tire Rack unless you want to be stranded with no resolve.

  Customer response

  05/22/2024

  I would like for what was guaranteed to happen... A tow to the tire installer and my tire replaced or repaired. I cant take the tire to the original installer while its on the rim. Tire Rack advertises road hazard protection up to two years from the date of purchase. The tires were purchased 3/1/24. The rear passenger is completely flat with no damage visible to the outside. I cant file a claim without knowing whats wrong with the tire and I cant determine what is wrong without first having them look at the tire. Since the 4-5 different people Ive talked to cant seem to help me I would like someone to contact me and resolve this matter because I keep getting conflicting information from claims and roadside assistance. 

  

  Business response

  05/23/2024

  We apologize for the inconvenience and have forwarded your concern to our ********************** for assistance.  They have reported speaking with you and resolving your issue.

  Thank you for the opportunity to respond to this complaint.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 4 NEW wheels and 2 of them came looking used and with paint chips. It just isn't acceptable quality. I contacted customer service and they were only willing to offer $40 per wheel and said I couldn't even exchange them. Given that they are in used condition and I ordered new wheels I just don't find that to be very good. If I wanted used wheels I'd have paid a quarter of of what I did on market place..

  

  Business response

  05/13/2024

  We apologize for the inconvenience.  In looking back at the online chat history, it looks like our **** **** assured you the wheels are not used, and increased her offer of $30.00 per wheel to $40.00 per wheel as an accommodation to keep as is.  Since the offer was accepted, the credit was processed on May 10th.  If the wheels haven't been mounted to tires and driven on, we can review again.  Please reach out to **** at ********************** to discuss.

  Thank you for the opportunity to review this complaint.

   

  Customer response

  05/13/2024

   I am rejecting this response because:
  
  Correct the most she was willing to go on the used wheels that were sent to me was only $40. Considering they were supposed to be new I just don't find that very fair as they were $120 new and most wheel stores sell from for around $90 NEW but I paid extra to get them from your store assuming I'd have a better experience as I have in the past.
  

  

  Business response

  05/14/2024

  Please let us know if the wheels have been mounted and driven on.  If not, we're happy to take them back for credit.

  Thank you.

   

  Customer response

  05/14/2024

   I am rejecting this response because:
  
  
  Yes, unfortunately I did need to mount the wheels as they were installed by a shop prior to us learning they were used.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Tire Rack has deceptive marketing practices. They selectively hide low rating reviews. These reviews potentially make consumers aware of negative tire characteristics which may affect the purchase decision. Further they will not allow refunds once the tires are driven on. This creates a situation where a consumer can be fooled into buying poor performing tires. Tire Rack will not accept responsibility for their anti-consumer marketing practices.

  

  Business response

  05/01/2024

  Thank you for your patience while we get this issue resolved.  The customer has been in communication with one of our supervisors, and the issue has been resolved with a credit for the tires.

  Thank you for the opportunity to respond to this complaint.

  Customer response

  05/01/2024

   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.

  
  

  Thank you.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good afternoon, Per our phone conversation, here is the corresponding paperwork. To reiterate, wheels were received on Saturday, March 2nd 2024 and mounted on Monday, March 4th 2024 at ******* ****************** center in ******, *************. Upon receiving the vehicle back, vibrations in the steering wheel and drivers seat were felt and was returned to ******* ****************** center for rebalancing on Thursday, March 7th 2024. Upon rebalancing, the service technician noticed there was a bend in two of the wheels. See also found 2 rims not round vibration coming from the rims as stated by the technician. Those two wheels were placed in the rear of the vehicle to reduce vibrations, but vibrations are still present.Respectfully,***************************** On Thu, Apr 18, 2024 at 2:59PM Hardware Support <******************************************> wrote:Hello,I am reaching out to you regarding the wheels we brought back for warranty. The wheels did pass the testing in the warehouse, we would not be able to credit or warranty them as they are not out of round. ************************* | Technical Product Support Specialist __________________________________________________________Tire Rack ********************************************************************** O: ************************ O: ********************** F: ************ **************************************

  Customer response

  04/19/2024

  Please see attached document.

  Customer response

  04/23/2024

  Please see the attached documents.

  

  Business response

  04/30/2024

  We apologize for the inconvenience and frustration.  ******, one of our supervisors, has reached out and has also sent replacement centering rings for the wheels.  Please make sure all old centering rings are removed so they're not stacked prior to replacing. If this doesn't resolve the issue, we'll take the next steps at that time.

  Thank you for the opportunity to respond to this complaint.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  SCAM!!! I have two approved claims that were not paid. Every time I contact them about not receiving the check they allegedly and resend the check without providing any proof of doing so. I should have known by all of the complaints against this trash business. I will be suing with all documentation if they do not find a way to remit me in this FINAL attempt.

  

  Business response

  04/13/2024

  We apologize for the inconvenience.  We've reached out to the road hazard administrator, Nation Safe Drivers, and asked them to contact you directly as this not anything Tire Rack has any control over.  We're sure they will get this resolved for you.  Please make sure they have confirmed the correct mailing address for you prior to the next check getting mailed to you on 4/19.

  Thank you for the opportunity to respond to this complaint.
  

  Customer response

  04/24/2024

   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. The business has issued aforementioned refunds.

  
  

  Thank you.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Dec 2nd 2023, my tire hit a nail on my way home. Since it is Saturday, and I need a car to go to work on Monday, I bring my car to the tire repair shop right away. I dropped my car there, and get tire replacement, which is done the next day but I come and pick up my car Monday, Dec 4th, before I go to work. After I went home, I thought that I already file a claim with Tire Rack warranty for the replacement tire, but turned out I didn't. The reason I thought so is because approx. 1 week prior to Dec 2nd 2023, I hit a pot hole and blew my other tires. That's why it cause confusion.Fast forward until Apr 8th 2024, when I realize I never got paid for my tire, I file a claim with Tire Rack for the tire. No issue arise, and I was able to file a claim. I immediately submit the picture of my tire that hit a nail, a long with a picture of the finalize receipt, but it keep getting pushed back without any specific reason. The exact word they used: "Please provide us with your finalized invoice. Once we receive that information we can proceed with your claim. Please email your respond to our email address: *************************** That's why on Apr 9th 2024, I called again to ask for the reason. The customer service rep, name "Tyshani" was very rude and refused to give me any reason at first (She didn't able to find my account, but never ask again until I actually reminded her). Then she state that the claim being denied is because I didn't get pre-approval. I said I never heard of the fact that I need to get pre-approval, and I file a claim with you guys for few time, never get into any trouble, why do I need it now. She responded "It is listed in the T&C" but when I asked for the copy of T&C, she didn't provide it. Then after a few more talk, she hung up on me after she gave me her name.So my question is, why ******* was being that rude when she talked to the customer, and since your work hours is Mon - Fri, how can I contact you guys during Sat for pre-approval, since I need it to be done during the weekend, so I can have my car for work on Monday? Who should I contact so I can get my money back, for the insurance I paid?

  

  Business response

  04/11/2024

  We apologize for the customer's frustration and disappointment.  However, the terms and conditions of the road hazard warranty clearly state that the customer has to obtain pre-authorization prior to replacing the tire, and ******************* will take weekends into consideration for a delay.  However, four months after the date of loss is far too long to make an exception as the road hazard damage cannot be confirmed within the allotted time frame.  A copy of the terms and conditions is attached.  

  Unfortunately, this is not a situation Tire Rack can assist with as the denial is legitimate.  We would encourage the customer to file any future claims within the required time frame.

  Thank you for the opportunity to respond to this complaint.

   

   

   

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 4 tires from The Tire rack for my car, as a part of the decision was the fact the Tire Rack includes in the price quoted a "Road Hazard Protection warranty". I filed alegitmate road hazard claim on two tires, one tire was dmaged earlier and the other soon after (we had snow here in MD an the Snow plows damaged the ***** and I hit deep pot holes that rendered the tires a "total loss". The two claims were filed almost idnetical, except at different times and places. The first claim was paid, but not the 2nd tire claim. These were diferent incidents, but I followed the same process. Tire Rack denied the 2nd claim for an arbitrary reason saying I "replaced the tire w/o authorization"! Tis is ridiculaous, I was stranded with a toally flat tire, AAA ha to respond and place my temporary spare tire on my vehicle. I took the **** to "MR. ***** the facility that workd with Tire Rack to install the tires you buy from The Tire Rack. Mr. **** inspected the tire and found a hole in the sidewall that rendeed the tire a total loss. the ordered anothe rtire and returned my vehicle to normal funcitoanlity (Temp spares have severe retricitons on spedd an distance traveled on them). This was the exact same way I handeled my ************* loss and Tire Rack eventually paid the claaim ( took a very long period). I fell they have illegitmtely decided not to honor their warranty obligations. The tire I purchased from them was damaged by a road hazard( hitting a deep pot hole in the travel lane), a roda hazard and I filed a legitmate claim for re-paYMENT.

  

  Business response

  03/26/2024

  We apologize for the inconvenience and frustration.  However, the claim denial is legitimate as there was no claim filed on the second tire until 3/16/2024 and the date of loss was filed as 1/27/2024.  The pre-approval and date of loss were too far apart for the claim to be approved. Also - In reviewing the documentation provided to ******************, and attached to this complaint, there was only one replacement tire purchased, but two tires claimed.  We do apologize, but the terms and conditions of the Road Hazard Coverage are very specific and clear, and unfortunately the claim would not be valid or approved.  

  Thank you for the opportunity to respond to this complaint.

   

  Customer response

  03/26/2024

   I am rejecting this response because:

  i HAD TWO SEPERATE CLAIMS. I SENT TWO SEPERATE PROOFS OF PURCHASE (ATTACHED HERE) . THE 2ND  CLAIM HAPPENED ABOUT 10 DAYS AFTER THE FIRST. On both occassions I *** to Mr. **** to have the tires evaluated ( That's who Tire Rack recommended for the original install).  I have both "offed tires" if Tire rack wants to inspect them. Two seperate claims were filled. The delay in the 2nd claim filing is because Tire Rack did not pay for the first claim until March 4th (check #******)! I awaited the handling of the first so that I did the 2nd claim correctly! They caused the delay, not me. I have a legitmate claim. it waa filed the same way.

  Additinally the reasons here are different than they wrote me initially. Stating that The "replacement wasn't pre-approved"; hence my point as them being arbitrary- changing excuses not to honor their published warranty!  In an attempt to try and legitimaize their rationale to the BBB!

  I have copies of all invoices (Mr.****- I have now bought 6 tires) a copy of  the check received, and both dmaged tires! Tire Rack needs to honor their warranty!
  
  

  
  

  

  Business response

  04/04/2024

  We will credit the original cost of the tire from Tire Rack as a one-time courtesy but will not credit again in the future if the terms and conditions of the Road Hazard warranty are not met. Pre-approval is a requirement, and the pre-approval must be obtained within 48 hours of replacing the damaged tire, not several weeks later. Please allow 3-5 business days for the credit to process.

  Thank you.

  Customer response

  04/05/2024

   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. See my receipt previously submitted, tire price was $315.99

  
  

  Thank you.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order with Tire Rack for tires. Along with my order I added on mobile installation. I selected a date and time and made sure I took off of work to be available. I also signed up to receive text alerts with updates and delivery ETA so I wouldn't miss anything. My delivery/installation date was set for March 25, 2024 from 3 pm - 6 pm. When 4 pm arrived I had not received any alerts or updates on the delivery/installation so I called in to customer service to confirm I was properly set up including delivery address and contact information. I was greeted with everyone confirming my phone number in order to pull up my information which was correct. I was assured my tires were picked up and that the installer was on the way. When 5:55 pm arrived and I had no missed or no one ringing my doorbell. I called Tire Rack to again check status. While I was on the phone being transferred to someone who could look up my information I saw two emails from tire rack that said "we are outside" and another that said "delivery canceled". The rep on the phone lied and said the driver rang my doorbell but I have a ring camera which shows no one at my door. He then lied and said my phone number in the system said "************" which was a lie as well because I was literally log into my Tire Rack account which should all correct information. I am VERY UPSET for taking my time to take off of work just to be lied to about someone coming to my house and no one showed up.

  Customer response

  03/26/2024

  In order to be fair for me taking off of work to accommodate an appointment that never happened and me being completely lied to, there should be a billing adjustment to the tire price or some type of discount compensation. 

  

  Business response

  03/26/2024

  We apologize for the inconvenience and the experience with our mobile installer.  A member of our installer program has reached out to you to offer an accommodation as a gesture of our sincere regret for the situation.

  Thank you for the opportunity to respond to this complaint.

  Customer response

  03/28/2024

   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.

  
  

  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. ↩