ComplaintsforTire Rack (The)

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,I purchased two tires, and I contacted Tirerack because upon installation the tires had a defect in the sidewalls which caused them to lose air. Tirerack told me they could not refund me. It was not urgent until it became urgent. The tires were constantly causing me to have to inflate them daily to the point they were losing 4 PSI a day! It became a danger, and I went in to my local tire shop to get them replaced; and they told me this is common because the tires were almost five years old! I am attaching the receipt as proof as I would like my refund on this.Thank you.

  

  Business response

  03/08/2024

  We apologize for the inconvenience and misinformation.  The tires purchased from Tire Rack have DOT dates ending in 0222, meaning they were manufactured the 2nd week of 2022 - only two years prior to the date of purchase, not five.  The tires carry a full warranty.  We don't show any record of contact to Tire Rack's customer care team, but our direction would have been to have the tires dunked while still installed on the wheels to determine where the leaking is coming from.  It could be a leaky valve stem, improper installation, or a bead damaged at the time of installation.  Worse case, the tires could have road hazard damage which would be covered under the road hazard warranty supplied by Tire Rack on most tires we sell.  However, tires leaking soon after installation typically do indicate installation damage.

  We would suggest going back to *** Boys to have the tires inspected properly so they can determine what the cause of the leak actually is.  If you no longer have the tires, there really isn't anything Tire Rack can do as we are just now learning about the issue.

  Thank you for the opportunity to respond to this complaint.

   

  Customer response

  03/08/2024

   I am rejecting this response because:
  
  Pepboy declines any installation damage. I would like a warranty claim on these tires 

  

  Business response

  03/13/2024

  We apologize for the inconvenience.  Without having the tires to inspect, there is no warranty available.  As stated previously, Tire Rack was not given the opportunity to inspect the tires or troubleshoot the issue prior to the initial BBB complaint.  Also, there were only two tires sold by Tire Rack so we would need the *** dates from the tires that failed prior to disposal to confirm the tires in question are the ones from invoice LU63791.  There is nothing more Tire Rack can do in this situation since there are no tires to inspect or adjust for any potential warranty.  

  Thank you.

  Customer response

  03/13/2024

   I am rejecting this response because:
  
  The tires have not been disposed of. 

  

  Business response

  03/15/2024

  A member of our warranty team will reach out to you shortly to discuss next steps.  Please have pictures of both tires available showing the bead of the dismounted tires, and the full DOT date of the tires.  They will also need you to confirm how many tires are defective since the replacement invoice appears to be for one tire only.

  Thank you.

   

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** was denied after showing photograph proof of even wear. Tire rack warranty office claimed there was extensive damage to the tires which is not true, my mechanic did not see any damage besides typical wear. I will never use tire rack again, it's bad enough I get this treatment from insurance companies but if I can't even get a miniscule prorated reimbursement I'll take my business elsewhere.

  

  Business response

  03/08/2024

  We apologize for the inconvenience.  The pictures provided did not show the bead damage and road hazard damage that was evident when the hands-on inspection was done by Tire Rack's adjustment team.  Unfortunately, that kind of damage does void any manufacturer warranty.  Our warranty team has reached out and offered a discount on the replacement tires as a one-time accommodation.  Please allow 3-5 business days for the credit to be processed.

  Thank you for the opportunity to respond to this complaint.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a set of wheels and tires from tire rack.com. The immediately put a hold of $1600 on my account after speaking with them I realized it was the wrong size tires. I spent three days trying to get a hold of them via email, text and phone with no avail. Finally after posting about them on ******** I was able to get them to cancel the sale after speaking with them, I told was told the sale is canceled and I could order the correct parts and part numbers. I did that the next day I received a call from ******* in sales. ******* informed me that I was given the wrong price that the wheels werent on close out in order for me to process this package. I would have to pay them an additional $70 per tire , I explained to ******* that I would not be doing this. ******* quickly said OK Ill cancel your order cancel my order and hung up the phone now that tire rack is canceled two of my orders for no reason in two days I have over $3000 on hold with them for no reason .

  

  Business response

  03/06/2024

  We apologize for the inconvenience and issues with the ordering process.  We're happy to see that everything is finally resolved, and your order shipped.  

  Thank you for the opportunity to review and respond to this complaint.

   

  Customer response

  03/08/2024

   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

  02/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Good afternoon,I hope all is well. I received damaged tires from order #LT49655, and the installer put them on without warning and threw away mine making it too late to force a return. I reached out to Tirerack for a refund or a different set of tires as I did not want to risk tires from the same 2020 batch again. I replied to their last email stating that I would prefer a refund or a different set, and I have not heard from them since.Thank you,

  

  Business response

  02/14/2024

  Thank you for the opportunity to respond to this complaint.  Replacement tires have been sent to the customer as an accommodation, as the ones on the original order appear to have suffered shipping damage.  We apologize for the inconvenience.

   

   

  Customer response

  02/14/2024

   I am rejecting this response because:
  
  Good afternoon,

  Thank you for the reply. As stated in my original email, I am seeking a refund of this order - not a replacement. I wanted the original order credited as to obtain a different batch of tires of a different year, but I was not granted this option. 
  

  Thank you, 

  

  Business response

  02/16/2024

  We apologize for the inconvenience and confusion.  It is our policy to send replacement tires when there's a shipping damage claim.  However, since the replacement tires haven't been installed and driven on, we've issued *** call tags to have the tires picked up and returned to our distribution center.   Please allow 3-5 business days for the credit to be processed once the tires are received.

  Customer response

  03/11/2024

   I am rejecting this response because:
  
  

  I am okay with the resolution offered by the business, but I must reject the response because the business never provided that resolution. I never received the refund.

   

  If you can please note that in the rejection, thank you!

  
  

  

  Business response

  03/13/2024

  The replacement tires shipped at no charge haven't been returned to us, so no credit has been issued.  We've made two attempts to pick them up from your installer.  We've been in contact with ****** from that location and he's confirmed the tires are still there with the return shipping label.

  Please reach out to *** Boys and ask them to return the tires so credit can be issued,  Thank you.

  Customer response

  03/13/2024

   I am rejecting this response because:
  
  Hello, I just called the PepBoys, and they say that they do not have a return shipping label. To please email it to them and copy me on the email at ***********************

  Customer response

  03/13/2024

   I am rejecting this response because:
  
  Hello, I just called the PepBoys, and they say that they do not have a return shipping label. To please email it to them and copy me on the email at ***********************

  

  Business response

  03/15/2024

  We don't have a way to email return labels to installers, and have issued two pick up labels at Tire Rack's expense to Pep Boys.  They've confirmed they have the tires, and have confirmed receipt of the labels.  A member of our warranty team will reach out to you to discuss other options.

  Thank you.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 04/22/203 we purchased a set of KUMHO tires for our vehicle. We purchased a warranty with this order as well. On January 8th i took the car for routine maintenance and I told them to do an alignment on the car because the car is pulling hard to the right. The alignment was performed but it did not correct the issue. The technician went back and took the two front tires off the car and found that the tread had separated from the tire as if the tires were recapped tires. With this information I called tirerack.com to place a claim on the tires. I spoke with ***************************. I explained to ****************** about the damage that the two front tires had. ****************** said that I have a viable claim and sent me the claims form to complete. I asked if I could go ahead and purchase the tires. She told me that we needed to place a claim prior to purchasing the replacement tires. I did as I was told. On February 8th I received notification that the claim was denied due to the damage on the tires not being covered under the warranty. The damage was not due to normal wear and tear on the tires. The tires have barely been used as this is a pleasure car. We do not understand why the company is not taking ownership that they sold us two bad tires and was told that the only way we could get reimbursed was if we purchased two new tires from tirerack.com. The seller is not standing by their warranty and the fact that their product was faulty. 255/40ZR-20 KUMHO ECSTA PS91 XL DOWNLOAD WARRANTY BROCHURE PDF 2Estimated 04/26/23$244.58$489

  

  Business response

  02/14/2024

  We apologize for the inconvenience.  A member of our ************* team has reached out to the customer with a few options to resolve this issue.  The customer has decided to have the tires returned for inspection and a possible pro-rated warranty credit depending on the outcome of the inspection.  Our warranty team is currently assisting with this process.  

  Thank you for the opportunity to respond to this complaint.

   

   

  Customer response

  02/15/2024

   I am rejecting this response because we did not agree to a prorated warranty refund. We are asking for a full refund for the tires according to the warranty. We know the inspection has to take place but we have not been satisfied with the outcome as of yet. We are waiting further input from the tire inspection. 
  
  
  

  

  Business response

  02/16/2024

  We apologize for any confusion, but the warranty is based on the remaining tread depth, it is not full credit.  And, the credit is contingent on the results of the inspection, which is why a 50% discount/credit on the replacement order was offered as a Tire Rack accommodation - the pictures indicated a non-warrantable condition and Tire Rack felt it would be more beneficial to the customer to take the discount instead of taking a chance on any warranty coverage.  The customer chose the return for inspection and possible warranty credit.  

  Thank you for the opportunity to respond to this complaint.  At this point it is best that the customer continues to work directly with ******************** warranty team for updates and all communication.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 1-24-24 I bought 4 tires. I paid $994.95. I had the tires mounted 1-27-24 and balance at ********** The truck vibrated and was thumping. I made an appointment at the ***** dealership to look at it. They got me in on 2-5-24 they said the road force was out of spec on 2 of the tires the checked. I told them don't check the other 2 just take all 4 off and install the old ones I still had in the bed of the ************ ordered new tires from the ***** dealership. I contacted tire rack and sent them all the info they ask for. And they won't give me a refund on the tires I purchased. They said it's ****** tires policy I either replace them with the same tire or they give me 4 options of tires to purchase from them. All I want is a refund on all 4 tires I don't want replacement tires I already purchased tires. There is nothing on there website about ****** tires policy. If you need I have where I had them mounted and paper work from the dealership that found the problem.

  Customer response

  02/14/2024

  Hi, I send in a complaint on February 6th about tire rack in southbend ******* on tires I bought that made my truck shake and vibrate I recieved a call last week from tirerack that *** will pick up tires on Monday and I will get a full refund. I recieved an email today where they took out $212.76 for shipping. When they called they didn't mention any shipping. They said full refund why do I have to pay for there junk tires that they shipped here for free.

  

  Business response

  02/14/2024

  We apologize for the inconvenience.  The tires are going to be returned to our warehouse for warranty adjustment and credit.

  Thank you for the opportunity to respond to this complaint.

   

  Customer response

  02/16/2024

   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.

  Thanks for the help all money has been refunded. You can     close this out.    Thanks

                                   ****

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  (1). Here is my tire rack order info:Order Number: LH06137 Date Placed: 10/18/2023 Status: Shipped Order Total: $1,016.66 275/55R-20 General Grabber A/TX SL (Qty:4)Size: 275/55-20 Total Items Ordered: 4 (2) I bought tires form tire rack for my 84 year old moms car. Today, one of the tires had a catastrophic failure where the tread became completely separated from both sidewalls causing her to careen into oncoming traffic. Fortunately she and oncoming cars stopped and the damage is limited is a destroyed rim. The tires only had a few hundred miles on them.Please make this MORE than right. She now distrusts the tires and is scared to death!

  

  Business response

  02/01/2024

  We apologize for what must have been a very scary situation.  When a customer claims catastrophic failure and collateral damage, we must refer you directly to that manufacturer for investigation and resolution.  **** from our customer care department is reaching out to you today with the direct contact information for General Tire. 

  Thank you for the opportunity to respond to this complaint.

   

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for tires last week, and upon their arrival, it became apparent that they were not suitable for my truck. Despite entering my truck details into the system, the recommended tires were not the correct size. I didn't scrutinize the size during the ordering process, assuming that the suggested tires would be compatible. Now, they are requesting me to cover the return shipping costs, although the error originated from the system's failure to indicate that the tires might not fit my truck. There were no warnings or indications that I would be held responsible for the compatibility issue.

  

  Business response

  01/26/2024

  We apologize for the inconvenience.  The order was placed through our website, and was ordered by a specific size tire, not by the vehicle, which would only show our recommended sizes.  A note was added to the order confirmation and to the order invoice stating that "The customer assumes responsibility for use on the vehicle", meaning it is not a size we list for the vehicle.  Tire Rack is very transparent in the ordering process as mistakes can be very frustrating and costly.  The offer was made to split the return shipping costs of $223.76 if a new order for the correct size is placed. 

  Thank you for the opportunity to respond to this complaint.

  Customer response

  01/26/2024

   I am rejecting this response because:
  
  There was nothing saying that it was not a recommended fit. When I called I was told it was my fault from one of you employees and that they would not help. There have been multiple complaints about this same thing happening before too. 

  

  Business response

  02/01/2024

  The offer to split the return shipping costs with a new order still stands.  The order had a warning note stating this is not a recommended fitment, and confirmation emails were sent as well - order and shipping.

  Thank you for the opportunity to respond to this complaint.

   

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought these tires last year and they had road protection on them. Earlier this month, I was driving into work in *************** and my low tire pressure light came on. I pulled over to the side of the road and my back driver-side tire was completely flat. I used my air pump to inflate the tire and continued to work. The car was driving odd and sluggish but I wasn't far from work so I continued. When I got to work the same tire was completely flat. There was visible rub and wear to the side wall which is where the tire and rim met the ground. I placed my spare tire on the car so I could get home. I talked to my wife and she said I should submit a claim to Tire Rack and buy new tires since I need to get to work every day. I took pictures of the tire for the claim and went home. When I got home, three other tires were flat. One tire had a gash in the side wall, one tire was just flat and one tire ended up having a s**** it in. I was told by Tire Rack customer service that I needed to file the claim, show receipt of the new tire purchased, and proof of professional installation. I did that. Then they say to show pictures. I did that before I got the tires installed, and then I uploaded my invoice for installation. They come back and say that there was damage to only one tire and they don't cover wear. All the issues came from the original issue of low tire pressure on the way to work. Their website even says that tires with damage to the side wall are not repairable. Two tires had that. The other tire has a s**** in it. I can't explain the one that was just flat because I didn't see where the hole could be. They only approved one tire and now it is too late to get the old tires back to retake pictures. Completely unacceptable. From there website: ***************************************************************************************

  

  Business response

  01/23/2024

  We apologize for the inconvenience.  In reviewing your account with *******************, and the pictures of the tires attached to the individual claims, it appears the claims were denied for the tires being worn, and the absence of road hazards.  Did you attempt to have the tire with the s**** in the tread repaired - although the s**** appears to be sitting between the tread blocks, and not actually through the carcass of the tire.  It's hard to determine from the angle of the picture.  The other pictures do not show evidence of road hazard, and the road hazard warranty does not cover the remaining tires on AWD vehicles, only the tire that failed from road hazard.  We see that one tire was approved and the claim was paid.

  Thank you for the opportunity to respond to this complaint.  There is no further action to take in this situation as the claims were justifiably denied.

   

  Customer response

  01/23/2024

   I am rejecting this response because: It is not fair to say that the tire is only wear damage. If something hits my tire and it starts to leak air, of course there would be wear damage if I'm already in the car and have to pull over. Your website states that damage could be done to the inside of the tire after 1 mile. I replaced the tire because I was told it was too far over for repair, same with the gash on the side. If you are going to say you wont cover something because of X,Y or Z and give no time for the rebuttal, that bad customer service. I cant even get the tires back to show what they look like off the car nor can I ask the company to type something up because the insurers have closed the case already. Terrible customer service. Its unfair and bad practice. Just say that you only cover blowouts on the road or massive damage. Unbelievable. If i would have known it was going to be this hard for warranty claims through this company, i would have never bought from them in the first place.
  
  
  

  

  Business response

  01/24/2024

  Again, we apologize for any confusion or inconvenience.  The tire that went flat and failed from road hazard was covered, and a claim paid.  One tire failing from road hazard will not cause the other tires to wear or fail unless they were already low on air, which is not necessarily due to a road hazard.  The pictures provided with the road hazard claims showed no evidence of road hazard damage, only tires that were worn.  This is not covered under the road hazard terms and conditions.  Only the tire that went flat from a road hazard would be covered.  

  Thank you for the opportunity to respond to this complaint.

  Customer response

  01/24/2024

   I am rejecting this response because: I am not satisfied. The tire that was the most worn was full of air when I left for work. The fact that something happened to the tire while driving the car, went flat and become the state that it is now, on the way to work, is not covered is unacceptable. I don't know what puncture it or caused the leak but it went flat while actively driving the car and became damaged to the point where it cant be fixed. That not being covered is ridiculous. Not satisfied at all. 
  
  
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Order placed 10/30/2023 Order Total $2123.90 Was told with Advertisement when Applying for credit card and when making order I would get 6 months deferred interest if paid in full within 6 months. I did not get this and with many phone calls no resolve.

  

  Business response

  01/11/2024

  We apologize for the delay in getting this resolved for you.  Our Payment and ******************** has reached out to CFNA on your behalf again, and sent an email on January 9th alerting you that CFNA confirmed that you were hit twice with incorrect interest charges, and they are working to get it resolved for you right away.

  Thank you for the opportunity to respond to this complaint.

   

*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. ↩