ComplaintsforTire Rack (The)

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Original purchase date(paid in full) on December 14. Bought a set of 4 tires on Dec. 14. Forgot to schedule installation, so I called to schedule and I was told 2 separate times I could just pay for the installation since the tires were already bought. I was charged everyday, which resulted I. The order being placed on hold, I called and confirmed appointment, I even received an email about confirmation. I then get charged day of installation, get a second charge for the tires again, then an email the same day saying that my order was cancelled. I called Customer Support today (Dec 21. 2023) and after I got transferred a few times, I get told too bad, I waited to long for them (even though Ive called more than once to confirm and was told everything was fine) and that Ill get my money back eventually.

  

  Business response

  12/29/2023

  We apologize for any confusion.  We made several attempts to contact the customer regarding the issue with the installation charge going through on the order.  After no response, the order was cancelled, and the pending authorization for the tires ($359.07) was removed.

  Thank you for the opportunity to respond.

   

• Initial Complaint

  12/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid full price for a set of winter tires, Michelin Pilot Alpin 5 SUV, 255/55/19, mounted on a set of 19 wheels that I also bought from Tire Rack. (Invoice# LN74913) Upon receipt of the package, I noticed that the tires are old stock, they were manufactured from Weeks 24 and 25 of 2021. Effectively, they are 2.5 years old. This is not the first time Tire Rack shipped old tires to me. The previous incident happened in August 2020, that Tire Rack shipped me a set of 3 years old Michelin winter tires.I asked Tire Rack customer service why they shipped old tires to me, their answer was that they are not considered old. I dont agree with that statement and I lose about 2 years of usable life from the tires when they are not on my car. I paid full price and I didnt get to pick what is fresh from the stock. Tire Rack should have discounted these old tires and provide transparency on their website noting the tires are more than 1 years old. But they didnt do that. The customer service rep said if I am not happy with the tires, I can return them. And when I inquired if Tire Rack will cover my cost of unmounting the tires and the return shipping, Tire Rack said they wont cover those. AGAIN, I didnt pick the tires from the stock, Tire Racks technician did. I didnt have a choice and got stuck with old tires. If I had to pay someone to unmount them and ship them back, it would have cost me over $400 dollars. Tire Rack knows this and know customer like me will be stuck with old tires because of this. It is very disappointing that I got stiffed by Tire Rack twice in three years. The least they could do is discount the lost of 25% life for the tires.

  

  Business response

  12/29/2023

  We apologize the customer isn't happy with the age of the tires purchased.  The *** dates on the tires are 6IMK00VX2521, meaning the tires were manufactured the 25th week of 2021.  The tires are just over two years old which is not uncommon for specialty tires since the tires are not manufactured as often.  Tire Rack sells the most current tires shipped to us from the manufacture and the warranty doesn't start until the tires are put into service.

  As a onetime accommodation, we can discount the tires by $50 each for a total credit of $200.  Please allow 3-5 business days to receive your credit confirmation email.

  Thank you for the opportunity to respond to this complaint.

   

• Initial Complaint

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order #KJ48524 Purchased two front brake rotors based on the website confirming they will fit on vehicle. The rotors the website confirmed would fit are for a different year model and Tire Rack refuses to refund me the full amount for the rotors or give store credit in the amount. I contacted the customer service and even after providing them with photos of the discrepancies and listings of the correct size of the rotor they refuse to give a full refund for the two rotors.

  

  Business response

  12/18/2023

  Thank you for the opportunity to respond to this complaint.  We apologize for any inconvenience this may have caused you.  Call tags have been issued for the return and potential credit for the brake parts.  Credit is pending inspection as the parts must be new and able to put back to stock.

  Thank you.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a set of 4 tires opened and account and was supposed to get special finance and didn't get it. I paid $50 online by the due date and was still charged a late fee and I am not getting the special finance like advertised. The tires cost $862.80 but now they say I owe ****** with interest and fees.

  

  Business response

  12/05/2023

  We apologize for the inconvenience.  We have reached out to the financial institution (CFNA) on the customer's behalf and ask that he be added to the special financing program.  Tire Rack doesn't have access to the customer's financial information through the credit card company to confirm if the order is receiving the special financing, so we have to wait until they confirm and get back to us.  There is a note in the customer's account, and a ************* Team Lead is monitoring for follow up with the customer once we know it's been resolved.  We appreciate the customer's patience as we try to get this resolved.

  Thank you for the opportunity to respond to this complaint.

   

  Customer response

  12/19/2023

   I am rejecting this response because:
  
  

  Sorry I didn't see any where I was supposed to respond. Only saw a letter that basically said they could not see bank info. They didn't do anything and have not onoured the special finance they advertise thanks 

  

  Business response

  12/29/2023

  Thank you for your patience while we worked with the bank to get this adjusted.  The special financing has been added to the order, and adjustments made for any finance charges paid.

  Thank you.

  Customer response

  01/05/2024

   I am rejecting this response because:
  
  I read the reply that says they are going to give me the special financing and credit me the interest but I just got a new bill and nothing has been done. No credits and still interest being charged.
  

  

  Business response

  01/05/2024

  Please give it to your next billing cycle, everything should adjust by then.  ******** confirmed it was corrected.

  Thank you.

   

   

• Initial Complaint

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchase Date: 11/20/2023 Purchase Price: $898.84 What the business committed to provide: I believed I was buying a good set of quality tires, Had ****** tires a lot over the years and never had any issues. Nature of Dispute: I installed the tires on my car 11/25/2023. Immediately after installation noticed a vibration coming from my vehicle. Mind you, I've had my alignment checked 2x in the last year. The tires that came off of my car were worn in perfect flat across from shoulder to shoulder. Never in the year of ownership have I had any vibration.(2021 ****** WRX STI 21k miles and ***********.) I called to speak to someone at "Tire Rack" to try and figure out what to do regarding my on going issue. I was told if I were to return my tires even receiving a replacement set that I would be charged for an additional set of tires if there to be any feathering or patchwork repairs. I was then denied a replacement set for a defective set of tires. I rebalanced the tires and noticed on 1/3 of the inner shoulder had feathering on all 4 tires. I would understand if there was the entire shoulder on 1 tire but not all 4. With everything listed and care taken of this car will NOT be convinced there is a problem with my car. I'm not asking for special treatment, God know I don't deserve it. I just want done what is right. The tires provided to me by "Tire Rack" are in fact defective. I will NOT pay more money for something that is defective and the seller doesn't want to take responsibility or to do the right thing. Whether or not the business tired to resolve the issue: I was told they would send me new tires but if there damage was there that I'd be charged an additional replacement cost for the set. Then was told because I refused to pay more money the replacement order would be cancelled. Purchase Order Number: R1628278189

  

  Business response

  12/05/2023

  Thank you for the opportunity to review this complaint.  Our Technical Product Support Manager has been in contact with the customer and is making arrangements to have the tires replaced under the manufacturer's satisfaction warranty.  

  Customer response

  12/05/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and am waiting for tires to show up in order to fix the issue. 

  
  

  Thank you.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim number 203-TRR-457968108 Customer filed a claim 2 months ago due to a nail puncturing a tire and the claim was approved. However, following the purchase of a new tire when the company mailed a reimbursement check they mailed it with the wrong name on it. After speaking to customer service, the customer was notified that the new corrected check had been sent on November 1st. However, upon reaching out to the company numerous times, the customer has not received any response and the check has still not arrived or confirmed to be shipped.

  

  Business response

  12/04/2023

  We apologize for any inconvenience.  One of our Team Leads reached out to ******************'s on the customer's behalf to find out the status of the replacement check.  The check was reissued under the name of *************************** and sent out Express Mail on 12/1/2023.

  Thank you for the opportunity to respond to this complaint.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 08/21/123 there was puncture to a tire that I purchased on tirerack.com. The puncture was to the side wall, and is therefore beyond repair. I had the car towed to a local tire shop, where they confirmed the damage, and quoted me an amount that it would cost to replace and install the tire. That same day, I tried logging into my tirerack account to file a claim, but was unable to log in because the original purchase was made under my wife's name. I called tirerack customer service in order to gain access, and was told that I have the option of buying a new tire on tirerack or the tire shop, and once it's been installed, to file a claim. Since the tire ship had the tire in stock, I went with their tire. After my access to file the claim was restored, I went ahead and input the needed information. Tire rack is telling me that because I did not file the claim 1 day after the installation, that the claim is denied. I am asking that they approve the claim for 2 reasons:1. The customer service agent did not specify when the claim was to be filed.2. Even if they did specify, I did not have access to the claims portal at that time.

  

  Business response

  11/08/2023

  We apologize for any inconvenience regarding this situation.  The road hazard terms and conditions shown on our website very clearly states that the claim must be filed for pre-approval prior to replacing any unrepairable tires.  We also have no record of contact from the customer regarding the inability to file a claim, as we would have been able to assist with the process.  

  The tire was replaced on 8/28/2023 and the claim wasn't started until 9/21/2023 which is far too long for any exceptions to be requested from the Tire Rack Road Hazard third-party administrator company.   We would encourage the customer contact us immediately with any future road hazard issues on the remaining tire purchased from Tire Rack so we can assist in a timely manner to avoid any claim denials.

  Thank you for the opportunity to respond to this complaint.

  Customer response

  11/08/2023

   I am rejecting this response because:

  They may not have record of me calling in to file a claim, but they do have record of me not being able to access my claim portal. They even sent in emails to try to reset my password. Attached is email correspondence that is dated PRIOR to TireRack's stated contact date. This email is the written record. Tirerack should see phone records of me calling in a day before the tire was installed.

  The bottom line is that the information the given to me over the phone was not accurate, and the email attachments shows communication prior to what is recorded in TireRack's system. I need them to honor their warranty because the delay in the claim being officially filed was not my fault. 

   

  
  

  

  Business response

  11/16/2023

  Again, we apologize for the inconvenience, but we cannot force NSD to honor the claim with the amount of time that passed from the initial date of loss to the claim being filed.  The customer's attached email shows the direction given by ******************* on 9/13/2023 to file the claim under the correct name, but date of loss in the BBB complaint shows 9/21/23 which is two weeks later?  The dates are not lining up, and the time between the claim being filed after the tire was replaced is far too long for an exception to be made.

  Thank you for the opportunity to respond to this complaint.

   

   

   

  Customer response

  11/21/2023

   I am rejecting this response because:

  I was not able to log onto my portal to file a claim when I got the flat tire. Their phone records should show that I called in to get this resolved. 
  
  

  
  

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a set of four new tires from Tire Rack. I wasn't sure where to get them put on. So, I called Tire Rack. "Go to Discount Tire" they said.Discount Tire told me to make an appointment online for next week and it'll cost $100. Seriously? This isn't fair! Tire Rack didn't tell me that when I bought the tires! They acted like it was easy to get them installed. If they would have told me it would be a week waiting time and $100, I would have just gone to ******* I just found out that Tire Rack owns Discount Tire. Their practices are misleading! Isn't this a cartel? Aren't they in violation of the ******* Act and the ******* Act? I am harmed by the deceptive practices and would like either A) My tires installed, or B) A refund so I can buy tires somewhere else. I'd also like injunctive relief in the form of a mandatory disclosure to all prospective customers informing them of the necessary of paying an exorbitant fee for installation to the parent company.

  

  Business response

  10/27/2023

  We apologize for any confusion or frustration.  Installation is not included in the price of the tire purchase, and the customer can have their tires installed at any installer of their choice.  We include a complete listing of recommended installers on our website as a courtesy, but it's not a requirement to use one of our independent installers.  Tire Rack and Discount Tire continue to operate as independent companies.

  Thank you for the opportunity to respond to this complaint.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ordered tire and rim 10/30/2022 Paid $266.37 Bought 4 tires a few months earlier. Had no problems. Ordered a fifth tire. It was fine for a few months. But now it's making a noise while driving. You can tell by the pictures that the tire is defective. Every other thread is higher than the other. Contacted ************************************* who works for tire rack customer service. Sent her pictures of the tire and was promised to hear from her to see how we can resolve the problem. It's been two months. I left numerous messages but have not heard back from her.

  

  Business response

  10/30/2023

  Thank you for the opportunity to review the pictures of the tire.  Two of the three pictures clearly show road hazard damage, which is covered by the road hazard protection provided by Tire Rack.  ****** will be sending the road hazard warranty information and instructions on how to file a claim via email today.

  Thank you for the opportunity to respond to this complaint.

   

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 4 ******** AdvanSport V107 (275/50ZR20) tires from Tire Rack (.com) on July 6, 2023, for $616.88 (before taxes and fees; shipping was free) for my 2017 ******** **** GLS450. The ******** had ****** miles when the tires were installed on 7/7/23 ($80) and the vehicle received a 4 wheel alignment at ******** **** on 7/17/23 at ****** miles ($260). On 10/16/23 I took the vehicle to my mechanic to have a noise investigated with ****** on the odometer. He found nothing wrong, but stated that the tires were old and worn and should be replaced as two of the tires were worn to the tread wear indicators (on the rear at the time, and the other two were getting close to that point (on fronts at the time). Imagine my surprise when I knew the tires were only three months old and only had ***** miles on them! We had the tires rotated on 10/19/23 with ****** miles on the vehicle. We immediately contacted Tire Rack to have a claim started and they said that the warranty does not cover tire wear and that these tires were "summer tires" and were exempt from premature wear claims. If you read the ******** warranty, it says the tires are covered for 60 months from the date of purchase, to the tread wear indicator. The ******** warranty specifically states that winter tires are not covered, but is mute regarding so called "summer tires". The Tire Rack receipt says nothing about the tires being "summer" or not being warranteed.After being denied a claim by ******************* we contacted ******** directly and they said that the warranty is serviced through ******************* so if Tire Rack won't process the warranty they can't cover the tire. Tire Rack says they won't warranty the tire because it is an over time warranty and not mileage, and ******** won't cover the claim because Tire Rack is unwilling to service the warranty claim. Basically, the manufacturer puts the responsibility on ******************* ******************** puts responsibility on YT.No tire should wear out this fast. Absurd!

  

  Business response

  10/27/2023

  We apologize for any confusion and inconvenience.  The only order we have on file for ********************************* is for (2) Continental tires purchased for a 2006 Land Ranger Rover Sport on order #KU60347.  We have no record of the tires referenced in this complaint.

  Thank you for the opportunity to respond to this complaint.

   

  Customer response

  10/31/2023

  Apologies.  The order was under my wife *******. Order number KX73768.  You will see the address is the same as the other order.  I have attached a copy.
  
  
  

  

  Business response

  10/31/2023

  Thank you for the additional information.  Our warranty team reached out to ******** on your behalf since we don't show the tires are covered under a mileage warranty.  Yokohama confirmed that the tires do not come with a mileage warranty as they are a high-performance original equipment tire.  Your wife's account has been noted with an offer of 25% off a replacement order for the 2017 MBZ GLS 450 for any tire of your choice as a Tire Rack accommodation.

  Thank you for the opportunity to respond to this complaint.

   

  Customer response

  10/31/2023

   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. ↩