ComplaintsforAuto Rim Shop National LLC

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  purchased product. after a week or so of waiting. item never shipped I called was told did not meet inspection and funds would be refunded to me. weeks have gone by and have yet to refund funds to my bank. I reached out to chase credit card and they have no record of funds. "funds are not being help by bank"

  

  Business response

  08/16/2024

  Thank you for your order with Auto Rim Shop.   We apologize that one of the two wheels designated for your order failed our final quality inspection and a replacement could not be found as our items must meet an insurance quality level standard.   Your refund was processed on Friday, August 9th and appears to have been credited back to your original method of payment on Tuesday, August 13th.    We have attached proof of refund.   Please note the order in previously provided screenshot was for the person/entity below and not from the author of this complaint.    Thank you.  
  
  *********************************
  ****** ******** *** ********************* ******* ** *****
  ARS Team

  Customer response

  08/21/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased replacement rim for *** on June 14th, received it June 20th. Had rim mounted by reputable tire service, they said it was warped and would not balance. Contacted Rim Shop on June 29th and **** emailed that they wanted a picture. Tire shop says hub is warped. I can't get a picture of that. So I was put off with ******** request so they could say "too late".

  

  Business response

  08/05/2024

  ***,
  
  Thank you for your order and we are sorry you are having issues with your vehicle.   I have reviewed your case and have some questions.    When was the wheel installed as it was received on 6/20?   If the wheel was flawed prior to mounting to your vehicle why was this not discovered by the Discount Tire prior to installation on your vehicle?   What was the reason you ordered the replacement wheel in first place?  Is it possible that your vehicle has a wheel bearing issue that is causing the vibrations when operating vehicle?   
  
  I see you first mentioned this potential issue on Saturday, June 29th at 4:11PM and were responded to that evening asking for pictures or a statement from installer which was never provided.   During that time period provided your wheel had not been installed and driven on you were still eligible to return this item via our return's portal.   Your next correspondence with our service team was Thursday, August 1st.   No picture or statement from installer has been provided still.   We just need more information with regards to what happened here as unfortunately we do receive many faulty returns and must do our due diligence before providing a solution.   Thank you again for your order.

  ARS Team 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered 2 rims 29 march, first rim came and was wrong king, so i called and filed a return for it, they sent the second rim anyway, so i filed a return for it, but never received a refund for the first rim, or a return shipping label. Made numerous calls asking for a supervisor or owner, but got the runaround from their customer service. Finally got a little help about a month ago, and he sent a return shipping label, which i returned the rim the next day. Its been over a month since then and i havent received a refund for either rim, $723.59. I need my money back to purchase the rims i need, but my money has been in their **** for 4 months now. I just want my refund and i will NEVER do business with them again.

  

  Business response

  08/25/2024

  ***,
  
  Thank you for your order and we apologize for the delay in response as we have been investigation the various returns, credits and replacements attributed to your order.   You will be refunded tomorrow as the first wheel was returned to our Indiana based warehouse on April 18th and your second wheel was returned to our ******** based warehouse on June 12th.   Because both returns were so far apart and to different warehouses in our network both returns showed up as incomplete.   Once we are open tomorrow we will provide proof of refund and apologize for any inconvenience this situation has caused.  

  ARS Team

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a rim for my 2017 Corvette. I was working out of town for and when I got back I finally went to have it installed and the man at the tire shop said this rim wasnt the correct one and wouldnt fit. I reached out to auto rim shop and they said it was past the return it exchange period and now Im stuck with this rim I paid $250 for and its worthless. I would just like the proper rim for my vehicle and will gladly return the incorrect one. Please help

  

  Business response

  07/09/2024

  ********,
  
  Thank you for your order which was received on Wednesday, January 17th and delivered on Saturday, January 20th.     Per our customer service ticketing system, you reached out to us on Friday, February 2nd about potentially ordering wrong wheel and were provided instruction that day on how to return.   This was the only time we have a documented contact of our customer service team via email.  It is now more than 5 months after initial contact and nearly 6 months from delivery of wheel so we cannot accept a return of this item at this time.   We have attached a screenshot of your order, a screenshot of your contact with our service team as well as our return policy which is very clearly displayed on our website and agreed upon at checkout.    We are very sorry we cannot help you here, but you were provided instruction on how to return during the proper timeframe and did not do so.   
  
  ARS Team

• Initial Complaint

  06/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a set of wheels on a Saturday morning at 3:15a and canceled 7 hours later. The business is closed on the weekends so the order stayed in "Confirmed" status. I received an email about my refund on Tuesday morning, but it was $80 short. I sent an email asking why and they said that per their cancelation policy, they charged $20 per wheel. However, their policy states the $20 charge is placed on "in-process" orders. My Order was never in-process per their website at the start and end of my order. When pointing this out to them, they said the fee is charged on any order cancelation. I also pointed out that is not what the cancelation policy says. I have not had another response. They must adhere to the own policy or they are unlawfully taking money from the customer. They owe me $80 that per their own cancelation policy, they shouldn't have charged.Supporting documents show their cancelation policy, the current status of my order when placed as "Order Received", the status of my order after refund as "Confirmed" showing "Last updated Jun 15th", the date I placed the order, so it never changed to in-process, and the amount refunded showing the $80 discrepancy. Please sort this out for me as they are unwilling to follow their own cancelation policy. Thanks.

  

  Business response

  07/09/2024

  ******,
  
  Thank you for your feedback.   Our cancellation policy is clear and agreed upon at checkout.    By reaching the confirmed status this in fact does mean that your order is in process as once an order is confirmed a message is sent to our warehouse network and if that wheel is ready to ship which I believe in this case your wheels were that item(s) is picked, labelled, palleted, shrink-wrapped and loaded onto a truck for delivery.   Our office hours and main warehouse in ******** hour are 8am-6pm M-F, however many warehouses in our Network are open on Saturdays which was the day this order was placed and then subsequently cancelled.   Our protocol in these situations is to make sure this wheel has not shipped before refunding the customer.  Although not listed we do keep a skeleton crew on Saturdays and Sundays to deal with issues like this one and you were responded to accordingly as we have attached verified service tickets to this message.   We receive orders and ship wheels this is our business we do not profit from cancellation fees and/or restocking fees as the cost of both is prohibitive by the staffing required to deal with situations like this as well as shipping 30lbs wheels all over the **************   To insinuate anything else which is apparent in the attached tickets is erroneous.   You were refunded on the second business day for the full amount of the purchase less the $20 per wheel fee.   We consider this case closed.   
  
  ARS Team 

  Customer response

  07/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   NOT RESOLVED

  Confirmed on every other online business I've purchased from means that the order is Confirmed Received, not In-process. When it goes to in-process they change it on the order status, then it goes to shipping, and then to shipped. This way each status is clear to the customer. One of their own employees stated in an email to me, that I included in my attachments, that ANY order that is cancelled, no matter the status, is charged the $20 per wheel restocking fee. Now the management says that Confirmed actually means In-process. Yet the Return Policy states neither. It's clear they will say anything to justify taking money from the customer. A company policy is legally binding. You must adhere to it to the letter. If they want Confirmed to mean In-process, they must state that in their return policy. They would rather take money from the customer unjustifyably and get bad reviews on ****** and the BBB, then get good reviews for doing something as simple as just doing what's right, and treating the customer better.

  What is shocking is that they have an A+ rating from the BBB. I don't see how that is possible with all of the complaints on the BBB website and with ****** Reviews currently at 3.6. The lowest I've ever seen with the most unhappy customers I've ever seen. 

  This company either needs to refund my $80 or lose their A+ BBB rating as they obviously don't deserve it. There is absolutely no justification on their website that says they can legally charge me $20 per wheel for restocking with the order being in Confirmed status. If this were a court case I'd win hands down as ambiguity in policies or contracts always benefit the plaintiff. The Auto Rim Shop and BBB need to do what right and just here. Thanks. 

  *********************
  
  
  
  
   
  

  

  Business response

  07/16/2024

  ******,
  
  Once your order was confirmed a message was sent to our warehouse to start "processing your order", thereby making this order in process.   We again consider this case closed as this was the terms and conditions agreed upon at checkout.   We do nearly ****** transactions annually across multiple sales platforms including our own website and this is the first time anyone has ordered an item, cancelled later that day on a weekend, got the cancellation confirmed and disputed the cancellation fee.   We have over a 97% positive feedback rating on transactions via **** and have been in business for over 10 years.  We are not a scam company which has been implied by the numerous feedbacks you have provided across ****** and other places.    We are glad you found the items you claimed you did not need from one of our competitors and all worked out.   We again accept orders and ship wheels as quickly and efficiently as possible.   Our processes are automated, once the order was confirmed our automation goes to work finding the warehouse in our network that has the wheel (wheels) and getting those wheels prepped for shipment.   That is what happened here.   This case is closed.   
  
  ARS Team 

  Customer response

  07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  You don't get to say when this case is closed. I'm not enjoying doing this, but someone has to speak up about your questionable business practices. There are hundreds of complaints about your business, and oh by the way, a 97% satisfaction rate on **** is nothing to brag about. If you had ****** customers that would mean that ***** of them had a complaint. Sorry, but that's horrible. I've been selling on **** for many years and have a 100% satisfaction rating. You should be striving to make every customer happy, not quoting your own policy incorrectly, and thinking that permits you to take their money.

  The only facts here are that I have proof that the order never went from "Confirmed" to "In Process", and proof that your policy states that you will only charge a restocking fee if the order is "In Process". Honesty and integrity go a long way with customers. When I get the $80 you owe me, only then will this case be closed. 

   

  *********************
  
  
  
  
   
  

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order date 12/28/23 Order#************** Delivered 1/2/24 I know that the window for returns was ******************************************** April/May. Unfortunately when I mounted the rim on my car it could not be balanced. I was told the rim is bent therefore it is useless to me. I just want to return for Credit.

  

  Business response

  04/30/2024

  *******,
  
  Thank you for your order via our **** store on December 28th, 2023 which was delivered on January 2nd, 2024.   The wheel you ordered is a brand-new replication wheel that has been professionally manufactured to original vehicle's specifications.   All of our replacement wheels are manufactured and tested to exceed industry testing standards and must pass an extensive quality control before shipment.   We do a few thousand transactions a month on multiple sales platforms and a replica wheel arriving bent does not occur unless it is damaged is transport which would be very obvious upon receipt.    Per **** policy as technically this is a transaction via their platform you have 30 days to return from delivery as mentioned in your complaint.   We have not been messaged once in **** in reference to this order which is how returns must be consummated via their platform.   It is now 120 days after receipt so again per both ****s and our company's policy we cannot accept a return on this order.   Thank you once again for your business.  
  
  ARS Team

  Customer response

  05/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   The bottom line of this dispute is as a ****** the rim will not balance per my installer. So what other recourse do I have other then contacting vendor, which I did. No response from the seller until I lodged a complaint with BBB, ****************** In this case I feel the rim is damaged. Why do I have to take the sellers answer for the quality of the rim. Provide to me is not bent and then I'll accept your decision. Well the files will not be accepted in the format that I sent, so because I'm not able to product the photos I have to send to you. The photo shows 18 weights(4oz ea) on rim & still won't balance?

  
  
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• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a rim from this company, paid over $100 for expedited shipping and they sent the wrong color rim from what I selected. I called customer support that day (04/24/24) and I initiated the refund process. I then purchased another rim, paid over $90 for them to expedite another one, only to receive the exact same wrong color rim. I called customer support today (04/26/2024) to get help and I was hung up on.This is by for the worst experience and waste of money. I dont understand how two of the same rim can be sent on two separate occasions and it still not be correct. As far customer support goes, Im beyond disappointed and furious in this not being resolved.

  

  Business response

  05/24/2024

  *******,
  
  Thank you for your orders.    It appears there are 3 orders associated to account but a return has only been initiated and refunded on 1.   Order ******* which was refunded on 5/20/24  Orders ******* & ******* have not had a return requested on them via our return's portal.   Based off your first return it appears you received the correct item which is sold without the decorative inlays which cannot be reconditioned as they are not essential to the functionality of wheel and are plastic.   If you are looking to return the last two orders, please let us know and we can assist but it appears you at least received the correct wheel the first time based on your return.   Thank you for your orders.   

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a rim from them for my wife's car. It came damaged so I sent it back. They declined my refund because the rim was mounted on our car before I sent it back because of the situation we were in at the time. That was against their return policy which I understood. I asked them to send the rim back then since they kept our money and the rim and that's when the ** started. Telling me they'd return phone calls or emails which never happened. Finally on my 6th time calling I called them out on their scam and they said there was nothing they could do for me and non one else I could talk to since their "warehouse supervisor" **** is apparently never at his desk and doesn't know how to return a phone call.This company is straight up stealing from people and shouldn't be allowed to even be selling product anymore. DO NOT BUY FROM THIS COMPANY UNLESS YOU LIKE WASTING MONEY. COMPLETE SCAM ARTISTS.

  

  Business response

  04/12/2024

  *****,
  
  Thank you for your order.   We are unable to find the order in your complaint based on name and phone number provided.    Please provide order number and/or name of person who ordered so we can look up in our system and provide an amicable solution to this situation.  Our returns policy is agreed upon at checkout.  The item must not have been installed, mounted, driven on, or altered in anyway.   The wheel must be returned in condition it was received.   Right to return the item is forfeited if item is installed.   Our policy is this way as in a few small cases customers will return their old item and pass it off as item that was sent to them.   We do a few hundred transactions a day and cases like this are rare but do happen.  Please provide order information so we can better assist with this case.   We look forward to helping with a solution.   
  
  ARS Team

• Initial Complaint

  03/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered 4 rims for ***** cruze on 11/30/23 part #rw574s Order#******* the rims shipped with ***** on 12/2/23. I did receive them they were shipped to wrong address. I opened claim. I spoke to ***** customer service department they said open claim with auto rim shop. I had notified numerous times no results. They were very rude and didn't want to work with me. I tried to explain what happened they refused to help. They refused to talk to a ***** representative about the problem.

  

  Business response

  03/28/2024

  *******,
  
  We are sorry about the issues you encountered with receipt of this order.  This set of wheels shipped from our ********* based warehouse on Thursday, November 30th and was delivered on Saturday, December 2nd.   The proof of delivery and Screen Shot of Tracking with picture of wheels is attached.   Per our notes, a claim was filed on your behalf at your request the next business day at 3:13 PM on Monday, December 4th.    The email less names is attached.   This claim was denied by our shipping provider later that month.    We are sorry that you may have not received your items but cannot refund an order from 4 months ago with a proof of delivery and a photo of items in front of house.   
  
  ARS Team  

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My father who's 84, ordered 3 new wheels and **** from *************. One of the **** is broken and already installed. He just needs a replacement but they want him to pay to have the broken one removed and sent back before they'll send him a new one. They're aggravating an elderly person and not to mention a war hero for a $40 part.

  

  Business response

  03/06/2024

  *****,
  
  I was unable to find you information in our system, however I do believe the order you are referencing is order ********   Per our returns portal a return was initiated at 10:23AM yesterday March 5th and a return label was sent via that portal at 11:57am (Documented picture above).    Once the believed defective item is returned, we will provide a replacement. Thank you and your father for your order and we apologize for any undue stress caused but your return request was answered same day before our business even received this complaint.   
  
  ARS Team

  Customer response

  03/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They're requiring my father to pay to have the part removed, which is already installed on the vehicle and send it back before they'll issue a new part. That's not only bad business, but it's an unfair practice to the person who's already paid for the part and is in no way responsible for the part being defective. The way they're running their business, the consumer has to pay for the part  three different times. As an attorney, this is the worst business practice I've came across. They're either running a shady business or they know they're selling bad parts. Now they have me wondering about the rims. They said the rims were new on their website, but I'm wondering if they're just refurbished. I'm going to advise my father to take it to the cadillac dealer and see if they can tell, and if they're found to be refurbished, I'm going to ask ******* to start an investigation. 

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*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. ↩