Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June of 2021, I purchased a set of Falken tires for my car from Eastpirt Tire in *******, *** which had a ****** mile warranty. The tires were supplied to him by ATD-American Tire Distributors. The tires only got a little over half of the guaranteed mileage and were sent off to them for inspection and a prorated refund. They never got back with Eastport Tire on a refund so I started calling them myself. They claimed that they never received the tires, but they had purchased another company and assumed their warranties, yet refused to stand behind their warranty for my tires and stated that basically out of luck after speaking to 2 or 3 higher **** Them buying the other company, they assume their warranties and they're simply attempting to avoid fulfilling their responsibilities. I am requesting $300 in prorated return for the mileage that the tires failed to provide per their warranty. I had to spend a couple of years getting bounced to different people who swore they'd take care of me and did and kept bouncing me to someone else. That is why it's taken me so long to file. Plus having to track down the sales receipt!

  Business Response

  Date: 06/21/2024

  Good morning,

  
  After thoroughly reviewing the complaint, we were unable to locate a record of a tire purchased in that size by our company or a corresponding warranty return. As a wholesale distributor, we supply our products to retailers, who then sell to consumers. In this case, it appears the individual is a consumer.

  
  Any refunds or warranty claims need to be addressed by the retailer who sold the tire to the consumer. Unfortunately, as a wholesale distributor, we are unable to process refunds or warranties directly with consumers.
  Thank you for your understanding.

  Customer Answer

  Date: 06/21/2024

   
  I am rejecting this response because:
  The retailer did make attempts to rectify this with ATD. They refused to take accountability for their own shortfall during changeover wit adding the company they bought out to their own. He sent the tires back to them. He told them that repeatedly. It's not our fault that ATD lost them in the changeover. It is their own fault for not having an effective transition process in place to properly retain all involved sales records. They are doing nothing but hiding behind this changeover to avoid standing behind their warranty. This is why the retailer quit using ATD and went to another supplier. A reputable company, and its leaders, would step up to the plate and make this injustice right!

  Business Response

  Date: 06/21/2024

  Good morning,

  
  Thank you for your response. We understand your concern; however, as a wholesale distributor, our business operations are strictly with retailers, not directly with consumers. We supply our products to retailers who then sell to end consumers and handle all associated customer service, including refunds and warranty claims.

  
  As such, we recommend reaching out to the retailer from whom you purchased the tire, as they are responsible for managing warranties and refunds.

  
  We appreciate your understanding and cooperation.

  Customer Answer

  Date: 06/21/2024

   
  I am rejecting this response because:
  The issue is, is that the retailer did in fact reach out and make attempts to contact ATD and they refused to ever respond to him. I contacted repeatedly for approximately 4 months asking if ATD had gotten back with him after he kept attempting to contact them with a resolution for me. Each time, the result was the same. ATD avoided the situation and refused to respond to him. Avoiding. Just like they're doing now. And refusing to accept accountability and do the right thing. If they'd done the right thing to begin with and responded to the retailer and did their job and stood behind their warranty, we wouldn't be having this issue now. ATD keeps dancing around the fire and hiding behind weak and meritless excuses. So all they have to do here is the right thing, stand behind their warranty and stop practicing bad ethics. They wouldn't respond to the retailer and they avoided me. So I was left with no other choice. So they need to stop hiding behind the retailer that they refused to contact and make this right. Then it will be over and they'll never hear anything about this again!

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a set RoadTour 655 MRE, Aug 2021. The warranty on Hercules website states this tire is good for ****** miles and if this tire becomes unserviceable due to a flaw in workmanship or materials, we will replace it at no charge during the first 50% of tread life. And this warranty is good for up to 36 months. The car began to drive poorly. The care was taken to The Tire Depot on July 29. On this visit I was told, the back tire was bad. And I had to buy another one. I would like to be financially reimbursed for this tire because it has the same workmanship damage that the others have. They would not replace it for free. The car was still driving badly so I took it to my mechanic and he told me the problem was the tires. I took it back to Tire Depot on Aug.11 and this time they told the front 2 tires were bad, excessive tread separation. Why didn't they identify this on the previous visit. It is impossible under normal wear and tear for the tires They told me they would not honor the warranty. They told me I could call Hercules Tire. I have called them twice and they keep giving me the run around telling me to take it to another tire distributor. They were not helpful on the customer service line. Today, I took the car to another tire shop for an assessment. They stated the remaining 3 are in terrible shape, abnormal tread separation, unsafe to drive. I would like replacement tires for the same or better quality. I was taken advantage. The warranties were not honored. This is an unethical business. I do not recommend anyone to do business with them.

  Business Response

  Date: 08/31/2023

  Hercules Tire and ********** has contacted the customer and satisfied the request. 

  Customer Answer

  Date: 08/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

  Customer Answer

  Date: 09/25/2023

   
  I am rejecting this response because:

   

  I purchased a set RoadTour 655 MRE, Aug 2021. The warranty on Hercules website states this tire is good for ****** miles and if this tire becomes unserviceable due to a flaw in workmanship or materials, we will replace it at no charge during the first 50% of tread life. And this warranty is good for up to 36 months. The car began to drive poorly. The care was taken to The Tire Depot on July 29. On this visit I was told, the back tire was bad. And I had to buy another one. I would like to be financially reimbursed for this tire because it has the same workmanship damage that the others have. They would not replace it for free. The car was still driving badly so I took it to my mechanic and he told me the problem was the tires. I took it back to Tire Depot on Aug.11 and this time they told the front 2 tires were bad, excessive tread separation. Why didn't they identify this on the previous visit. It is impossible under normal wear and tear for the tires They told me they would not honor the warranty. They told me I could call Hercules Tire. I have called them twice and they keep giving me the run around telling me to take it to another tire distributor. They were not helpful on the customer service line. Today, I took the car to another tire shop for an assessment. They stated the remaining 3 are in terrible shape, abnormal tread separation, unsafe to drive. I would like replacement tires for the same or better quality. I was taken advantage. The warranties were not honored. This is an unethical business. I do not recommend anyone to do business with them. Before Labor Day, I was contacted by the company and told that I would receive a check for 25 % of the cost based on wear and tear of the tires . I have not received a check to date.

  
  

  Business Response

  Date: 10/05/2023

  Hercules Tire and ********** has contacted the customer and satisfied the request. 

  Customer Answer

  Date: 10/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 

   

  Yes, I received a check from the company. 

  Sent from my iPhone