ComplaintsforTire Rack (The)

• Initial Complaint

  10/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2020, I purchased 4 ******** ********* tires from Tire Rack for my 2015 Lexus. I had the tires shipped to my local dealership (*** *****, Peabody, MA) and promptly installed. One of the main reasons I purchased from Tire Rack is their policy of 24 months of "Free Road Hazard Protection with roadside assistance," which CLAIMS that Tire Rack will repair or replace any tire that fails within this period of time. 1 of my 4 ******** tires began losing air on 7/31/2021, going completely flat on 8/1/2021 to the point that it could be no longer be filled with air. I had the tire replaced by the dealership, and promptly reported the incident to Tire Rack. First Tire Rack told me that the maximum incident payout was $169,99 even though the tire replacement cost me $238. Then they rejected my claim outright because I didn't call for "pre-authorization" mentioned only in the fine print. I believe Tire Rack is being disingenuous and not living up to its Road Hazard policy.

  

  Business response

  10/13/2021

  We are sorry that our customer experienced a tire failure.  Following up with our claims administrator, the tire was replaced weeks prior to the claim being filed in September.   No photos of the damage to the tire are with the attached documentation, and when asked for the cause of loss our customer stated the tire lost air for no visible reason.  If our customer has other documentation showing the damage to the tire, or confirmation that the claim was started immediately after the tire failed, we would be happy to have the claim reviewed again.  Our customer care representative has reached out to our customer to confirm that he has the full claim process available, and to offer partial credit as an accommodation.

  Thank you for allowing us the opportunity to respond to our customer's concern.

  Customer response

  10/18/2021

   Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. I find this resolution unsatisfactory to me, but since it's the only offer on the table I am forced to accept it.
  
  
  =========
  
  
  HOWEVER I would like the record to show that this case borders on false advertising to say the least. On the front page of tirerack.com, the visitor is told "Free Road Hazard Protection with roadside assistance." Sounds wonderful but the reality is that

  * Tire Rack farms out its road hazard protection to a very shady third party called NSD that hides behind a 2400-word policy that makes it virtually impossible to get refunded for the cost of your tire, regardless of how or why it failed.
  

  * This allegedly pro-consumer, friendly policy does nothing but a reason to NOT refund the customer's money.
  

  * For starters, every claim MUST be pre-approved by the program administrator even though, by their own admission, NSD offices are closed on weekends. Guess what? My tire failed on a weekend. So was I really supposed to sit with an unusable car for several days? I did call Tire Rack on the next business day to ask about filing a claim, as this was my first time going through this process. They very politely directed me to the claims portal BUT  from that point forward the friendly people I was dealing with at Tire Rack were supplanted by the not so friendly people at NSD. NSD kept asking for more information and dragging this process out for a full 30 days at which time they denied my claim.
  

  * It is evident that this wonderful sounding program is not at all about taking care of Tire Rack customers, but rather practicing in obfuscation and hiding behind the fine print of A CONTRACT THAT NO TIRE RACK CUSTOMERS READ IN ADVANCE. So when it finally comes time to avail yourself of the program, you immediately realize that it's a scam.
  

  * I notice that the NSD rep was very concerned that I did not know what caused my tire to fail. I told them everything I knew - that the tire began losing pressure by midweek and would not hold any air at all by the weekend. So I had no choice but to get the tire changed as quickly as possible. 
  

  In closing…
  This incident has left a very bad taste in my mouth. It cost me $233.18 to have my ******** Assurance tire replaced by my local Lexus dealer. Tire Rack is offering me $100 - 40% of the cost. So I walk away a very dissatisfied Tire Rack customer.
  
  
  I URGE TIRE RACK TO EITHER CLEARLY LABEL ITS ROAD HAZARD WARRANTY AS REQUIRING PRE-APPROVAL BEFORE CLAIMS WILL EVEN BE CONSIDERED. AND I ENCOURAGE THE BETTER BUSINESS BUREAU TO TAKE A CLOSER LOOK AT THIS IRON CLAD POLICY THAT I SUSPECT KEEPS 99% OF THOSE WHO SUBMIT CLAIMS FROM RECEIVING A PROPER REFUND.
  
  
  Respectfully,
  
  
  *** ***** *******
  ********** **

  Customer response

  11/23/2021

   I am rejecting this response because:

  Tire Rack offered a $100 payment to settle this dispute but the check never arrived. Is Tire Rack going to live up to its commitment? Offer was conveyed via a voicemail from ******* at Tire Racks **********, ** office on 10/13/2021. I can provide a copy of the voicemail if necessary.

  
  
  
  

  

  Business response

  11/23/2021

  Please accept our sincere apology that the $100 credit offered was not issued.  We will issue credit today for the full original price of one ******** tire in the amount of $169.99.  Thank you for following up to let us know that the credit had not been completed.

• Initial Complaint

  10/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Thu, Oct 29, 2020, I purchased 4 tires from Tire Rack for $779.31. Includes Free Road Hazard Protection ($69.52 value. Two-year coverage.) The passenger front tire went bad and was damaged. I contact Tire Rack on Apr 5, 2021, I was told to pay for another tire and I get the refund back for which I paid for $194.24. I contacted Tire Rack they were defensive and I told them I would contact the Better Business Bureau if they didn't refund me the money since I was told to follow the process for the tire as they suggested. They were rude like go ahead and contact the Better Business Bureau I still haven't received the funds for the tire and I sent a picture to Susan ****** Tire Rack . I would like to receive my refund for my tire ASAP.

  

  Business response

  10/08/2021

  We are sorry that our customer is not satisfied.  Tire Rack could go to our road hazard claims administrator with the photos if a claim had been started at the time of the damage.  All road hazard claims must be pre-authorized.  A review of our call recording from March 27th show that our customer spoke to Lynne in customer service who explained that the road hazard coverage reimburses for the damaged tire, providing pre-authorization of the claim is obtained.  She explained that this can be done through the claims portal on our website, or by calling the claims administrator the next business day.  Once the pre-authorization occurs, the photos along with the proof of the purchase of the replacement tire and installation must be submitted within 30 days.  When our customer called us in September, it was too late at that time to file the claim.

  We reached out to our customer today to provide the claim process details for the future, and to offer a $100 customer accommodation since the March damage no longer qualifies for coverage due to the time as elapsed.  Although our customer has initially declined the offer, we will leave it open for the next 30 days.

• Initial Complaint

  10/05/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of transaction - 8/26/2020. Amount -$2,823.15 #GH***** Wheels & tires ordered per TireRack.com Wheel & Tire package generator for my specific vehicle (2016 ********* Camaro 2SS). Paid the ~$200 fee to have TireRack mount & balance. Shipped to TireRack certified installer; *** *** **** ****** ** **** ******** ** ** ********* **. Car put on lift as to not invalidate ability to return. Wheels/tires installed; clearly not right. Got return instructions; told if ordered another set of wheels & tires from TireRack that the $100 return fee would be waived, so that is what I did (Orders GJ***** & GJ*****).*** *** **** ****** *ackaged wheels/tires which had no damage & never touched the ground; UPS picked up after several days. TireRack now claiming wheels were damaged. Won't refund even tire amount. Pursued & informed 9/27 would process refund in 24-48 hrs. Now 10/05 stating there was damage & sent pics. Never saw wheels in that condition. Want entire refund plus cc interest charged

  

  Business response

  10/12/2021

  Tire Rack has issued full credit for the wheels that were returned with damage outside of our customer's control.  In addition, full credit has been issued for the tires, and tire pressure monitor sensors.

  Customer response

  10/13/2021

   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 for your valuable assistance on this matter! 

  
  

  Thank you.

• Initial Complaint

  09/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/14/2021, I purchased a package of wheel and tire from tirerack website. On 8/17/2021, the wheels were delivered and I installed on my car. Once installed and drive for a test, I found out it’s vibrating. The next day I brought it to a car mechanic for inspection. After two times of tire balancing and car alignment, they found out the wheels their sent me were bent/defective. I want to return the defective wheels and ask for a refund. They refuse because they said I drove on it. If I didn’t, how would I know it was defective. It’s not my car problem because I put my old wheels on and the car runs fine. All I want is return it and refund.

  

  Business response

  09/27/2021

  We are sorry that our customer has two bent wheels so soon after receiving and installing his wheels and tires.  My customer service team reached out when our customer opened a case with ****** offering to replace the two bent wheels as a one time accommodation.  Our customer did not respond to that offer.  After the case was decided our customer sent another email complaining about the wheels.  My customer service team offered to discount a replacement set of our customer's choosing by 50%, instead of the two replacement wheels originally offered.  We have not yet received a response on the latest offer.

  Customer response

  09/27/2021

   I am rejecting this response because:
  
  The wheels was bent when I received. They offer filing a warranty claim but required bring the wheels to a shop for measurement which require me calling out from work and paying them to measure it. Which I can’t afford. Now they offer discount, which mean I need to buy it, bring it to a shop to mount, of course, I need to pay all those and on top of calling out from work. 
  

  I spent $1200 for new wheels and tires and now they want me to spend  extra thousands all because I received damage wheels from the beginning. Why a customer need to suffer this much of frustration. 
  

  I can send those wheels back and they can file the claim with the manufacturer and fix all the wheels and send it back to me. 

  

  Business response

  10/04/2021

  Tire Rack sold a wheel and tire package.  We mounted and balanced the tires and wheels together prior to shipping to our customer, and would have found any wheels that were bent or out of round at that time.  Our customer contacted us a week after installation, and a local shop has told him that two wheels are bent.  We could further assist by sending *** out with return shipping labels to pick up the two wheel/tire assemblies for return and exchange of the two bent wheels.  Or we can have our installer support team recommend an installer with hours that would allow our customer to have his wheels & tires changed out locally on his day off.  Most installers are open 6 days per week, to accommodation customer's schedules.

• Initial Complaint

  08/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date Placed: 12/01/2020 Total: $2,664 I purchased 4 aftermarket ************ "assemblies" from Tire Rack ("TR") for $1742. After installation, I experienced Noise, Vibration and Harshness.TR told me it was my vehicle, not the assemblies. I disagreed because I did not experience the same problem with my OEM **************** tracked down the problem after fronting another $453, which I was only later reimbursed for after much pushback. This did not solve the problem and TR maintained it was my problem. As per TR's Terms of Service, I purchased a *2nd*, and different set of tires *only*, for $922, which were to be installed on my OEM wheels, not the aftermarket ones I purchased from TR. This solved the problem, and proved the items originally sold to me were defective.I'm still stuck with the original order of $1742 + $140 for the additional install costs of the replacement tires onto my OEM wheels

  

  Business response

  08/23/2021

  We are sorry for the difficulties with the tire and wheel package purchased in December of 2020.  Our customer service representative has reached out to our customer to arrange the return for credit of the tires and wheels.

  Customer response

  08/25/2021

   I am rejecting this response because:
  
  Tire Rack has offered to take back the order. However, acceptance of their response is conditional on the full refund, not the promise a refund. 

  Please check back once the refund has been fully processed. 

   

• Initial Complaint

  08/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought four wheels (rims) from Tire Rack on Jun 25, 2021. I installed these new wheels on my *** 740i on 7/1/2021. I drove with care and did not have an accident or go offroad. However, I felt a vibration when I was driving around 7/12/2021. I went to ****** to check the balance and I was told two wheels were bent. I felt the quality of these wheels was unacceptable and ask called the Tire Rack customer service for a refund. However, I was told they would not offer a refund after the wheels were installed. The customer service told me they could only provide me a 10% discount if I would buy the same wheel from them. I could not accept it. I cannot trust whether this company (Tire Rack) has tested the quality of the wheels it sells and has the ability to control the quality of the products it sells. These products did not show reliable quality in basic daily use, and I wonder if these wheels will cause greater harm in the event of an accident.

  

  Business response

  08/20/2021

  We are very sorry that our customer bent two of the recently purchased wheels.  Unfortunately hitting a pothole, curb, or other type of hazard can damage any wheel, even if never used in an off road situation.  Our customer service agent followed up with our customer again to offer a larger discount on replacement wheels.  The replacement were already purchased locally so we have offered a 50% credit on the damaged wheels.  Our customer continues to want us to appeal to the wheel manufacturer.  Bends from impact are excluded from any type of structural warranty, however, we have agreed to forward the photo documentation from our customer when received.  In the interim, we will issue the promised partial credit accommodation for the two damaged wheels. 

  Customer response

  08/23/2021

   I am rejecting this response because:
  
  I got another email from Tire Rack, and they wantedme to do some tests (in the attachment) to confirm whether or not anydamage found is a manufacturer's defect. I have called three places near myhome using the website link provided by Tire Rack and asked them to do roadforce measurements. However, no place agreed to do these tests for me. I reallythink it is unfair to ask customers to find places by themselves and performprofessional tests to confirm a manufacturer's defect. Besides, I also reallydon't know how the test results will be related to the fact that two frontwheels were bent within a week after installation. Two rare wheels werenot checked by professionals, and they could be bent, too.
  I also asked Tire Rack to appeal to thewheel manufacturer and forward the photo documentation and video of these bentwheels to the wheel manufacturer. Tire Rack agreed to do that, and it wasalso written in their previous response. However, I did not get any reply.
  I bought new wheels from another merchant, andI am using them now. I drove on similar roads, and none of these wheels isbent. In summary, I request a full refund. 

*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. ↩