ComplaintsforAuto Rim Shop National LLC

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two rims from AutoRanger for $734.38. I also purchased two from auto ram shop, not knowing that they were the same company operating under two different names. I purchase them back on December. The 28th 2023. on the email it says expected delivery Wednesday, January 3 or Thursday, January 4. It is now January 18 I have not received the items I purchased was told that they didnt have four rims back December because they pulled from the same inventory so I asked him to send me a refund for two rims they dont have which is $734.38 and just send to rims they do have. I have not received a tracking number or a refund for the order that I purchased it is now two weeks past the expected delivery date every time I call I get the runaround and told that someone would get back with me. No one has the same goes for when I see him email

  

  Business response

  02/02/2024

  ********,
  
  Thank you for your order and we do apologize for the confusion here as **** Ranger is a ****** ******* of **** Rim Shop that is used to test out marketing certain products as we sku ****s of items on both sites.   Unfortunately, both orders were cancelled and refunded as of 1/19/24.   We apologize for this as we are out of stock on this very hard item to find in the insurance quality refurbished marketplace.   Thank you again and sorry we could not fulfill either order.
  
  ARS Team

• Initial Complaint

  12/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  To who it may concern: Order # ********** placed 8-25-23 (20 OEM wheel rim, quantity 4 , color silver, $309.99 each) I received an order of 4 rims on the 29th and 31st of August. I received the shipment over a two day period. My inspection revealed no issues, so I had the rims installed shortly thereafter. After driving for a few weeks I noticed something odd with the color of the wheels. Didnt know whether the lighting was a factor. I then discovered that the wheels were two different colors. My order specified silver finish and I received two silver and two gray finish wheels. The color difference wasnt obvious to me because the shipment was delivered over two different days. It wasnt noticeable to the installer because they were installed on different sides of the vehicle. I understand because if your return policy that you cant have the two wheels returned, but I would appreciate some kind of credit so I can reorder the correct color wheels and I will bear the cost for the reinstall and alignment. Thank you for your consideration. I have sent 5 separate emails between **** and ****. I have spoken to their customer service department 8 different times between ***** and ****. Each time I was assured that the supervisor (*******************) would review the matter and provide a solution to address their mistaken shipment. To date their has been no effort from the supervisor or customer service department to contact me with a solution.

  

  Business response

  01/09/2024

  ******,
  
  Thank you for your order with Auto Rim Shop.  All of our terms and conditions are agreed upon at check-out including but not limited to our returns policy.    Our policy is very clear and concise that we are not able to accept a return or provide a credit to a customer beyond 14 days of receiving the item as well as if the item has been installed, mounted, driven on or altered in anyway.   In this case you inquired about a credit well beyond our 14-day period as well as installed the wheels.   We are sorry we cannot help and thank you again for your order.   
  
  ARS Team 

• Initial Complaint

  12/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered a rim and tpms sensor they sent the sensor **** and it arrived they sent the rim via *** but printed the wrong address it was delivered and sent back. *** called fifteen times spoken with supervisors and been promised next day air re delivery because of there mistake and Everytime I call they been saying well do it and wont asked for refund and got the same run around if were not getting a response from the warehouse not getting a response from accounting

  

  Business response

  12/07/2023

  ******,
  
  Thank you for your order with us.   Your name, email address and phone number are not in our system so I cannot find your order to help expedite this issue.   Was this ordered via our website or a market place such as **** or Amazon.   Please provide an order number so I can look into this issue for you.   Thank you again for your order and patience.
  
  ****
  ARS Team 

  Customer response

  12/14/2023

  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 have reached out and its again been multiple days and they keep saying theyll send it to me 
  
  Whats confusing to me they had the rim and sent it but there printer must have smudged and printed ***** instead of my address on 117th so the rim was returned I dont understand why its taken almost 20 calls and speaking with five supervisors to just resend my rim ? Shouldnt they be able to just send me a new rim or return the one that was attempted to be delivered to the wrong address and Everytime I call they say they have to call the warehouse call a supervisor but even again today I was promised next day air delivery and its been more than two months single original delivery date and they cant just send me a new one 
  
  So no issue is still not resolved
  

  
  

   
  ****** ***
  
  
  
  
   
  

  

  Business response

  01/09/2024

  ******,
  
  Thank you for your patience.   As previously stated, there was no order in our system related to a ****** ***, your email is not in our ordering system, and neither is your phone number.   I have however found what I believe is your case which is Shawn Merrill (Order *************).   A replacement for the wheel returned to sender was sent out on Friday, December 15th and delivered on Thursday, December 21st via UPS Tracking - ******************.   Proof of delivery is attached.   Thank you again for your patience.
  
  ARS Team 

  Customer response

  01/16/2024

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

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a wheel from this company September 25, 2023, we had trouble with it from point of installing it, it was leaking and we didn't know until our car mechanic took it off and discovered there was pin hole in back of the wheel which was causing the leak. We only discovered this a week ago. We have called and emailed numerous times trying to get satisfaction, we even sent them a video and several photos of the leak, imperfection was clearly visible. We had to have another wheel so we ordered another wheel from them on December 1st, thinking they would surely reimburse for the bad one, The last conversation I had with the company was with ****, he said he would try to get us recompense, but could not guarantee anything, because he said the case was closed, but it is not because they haven't offered a refund. The wheel is in original box ready to ship back, they will easily see that it is defective.

  

  Business response

  12/21/2023

  *******,
  
  Thank you for your order with Auto Rim Shop.   Per our records a set of wheels was purchased from our website on Monday, September 25th and all four wheels were delivered on Wednesday, September 27th.   We first received a complaint about one of the four wheels on Tuesday, November 29th, more than two months after the wheels was delivered.   An issue such as a pinhole or small fracture of a wheel would manifest itself upon installation of the wheel.   A claim has been made that this has been an issue since installation, why would you wait two months to reach out to our customer service team.   We are in business because wheels get damaged via various reasons during the course of operating vehicle.   Our returns policy is linked here - ********************************************** which states customer has 14 days from delivery to initiate a return on an item.   We appreciate your business and would like to offer a $40 credit towards the purchase you made on 11/29/23 to replace the wheel we believe was damaged at some point under your care.  We feel this is an agreeable compromise, given that your first claim was made well beyond our returns period.   Thank you for your business and we are sorry you had an issue with your vehicle.   

  Customer response

  12/22/2023

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

• Initial Complaint

  12/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On December 2 and 4, 2023, I contacted ************* by email to request shipping labels to return damaged rims received from them. The rims were never mounted. Since I DID NOT receive a response back from *************, I called them December 4 and 5, ************************************* he would pass on my request for shipping labels to the warehouse section. To this day, I HAVE NOT received shipping labels.

  

  Business response

  12/06/2023

  *****,
  
  Thank you for your order with *************.  We are sorry that our wheels did not meet your expectations.   After initial contact with our service team last week, on Thursday, November 30th you agreed to a credit of $150 towards the cosmetic flaws on the wheels which is pictured in this complaint.   You sent an email on Saturday, December 2nd requesting to return which we accepted Monday, December 4th during business hours.   Our warehouse provided us the labels this morning which I have attached.  Please keep in mind we did everything that was asked in a pretty tight time frame given our volume and your numerous requests.  This set of wheels was ordered on November 24th and arrived on November 28th.  Once the wheels are returned you will be refunded in full provided the wheels have not been mounted or altered in any way.   Thank you again for your order and we wish you well in finding wheels for your vehicle.   
  
  ****
  ARS Team

• Initial Complaint

  11/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a rim which was received by my daughter in ******** ****. It was the wrong size so we took pictures of the rim as requested by customer service and returned the rim via **** **************** said the rim was damaged and refused to reimburse me. I sent four pictures of the rim to customer service that showed no defects. I waited and got no reply so i asked that the rim be returned to me since I paid in full for it. I did not receive a reply. I also sent a message to the company partner and again no reply. This is ************* out if Farningdale, **..

  

  Business response

  11/07/2023

  ****,
  
  Thank you for your order with *************.   Attached above are pictures sent by both you and our warehouse indicating that a tire was mounted to the wheel as there is a valve stem present in both picture 1 (sent by you) and picture 2 (sent via our warehouse).   Picture 2 also indicates clearly on the wheel "Confirm match and fit before mounting tire.  No returns after tire installation."    Our website is also very clear in this policy as found here - ****************************************************;  These conditions are agreed upon by customer at checkout.   Since this is a new replica wheel that has been mounted, it can no longer be sold and has been disposed of.   We are sorry but we cannot provide any credit or refund as this item has been altered and we are now not able to resell.   
  
  Regards,
  
  ****
  ARS Team 

  Customer response

  11/08/2023

  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 rim was never mounted. Yes, a valve stem was added and not removed.  Removing and adding valve stems are done all the time on rims which do not make the rim unusable.   That is not an acceptable answer.  

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

  
  
  
  
   
  

  

  Business response

  11/30/2023

  ****,
  
  Our return policy which is agreed upon at checkout is clear and a picture of our terms is attached. I have again attached a picture the wheel you sent back which indicates that a tire was mounted on this wheel.   There is a sticker asking to confirm match and fit before mounting with a disclaimer that returns will not be accepted mere inches from where the valve stem was left on the wheel.    Regardless of your thoughts on this matter, we market this as a new replica wheel that has now been used and can no longer be resold.   This wheel was discarded in September shortly after the return.   As a courtesy as we have already absorbed the costs of both shipping this item to you and returning this item to our Tennessee based warehouse, we can offer a $25 credit as this is approximately what the wheel is worth in scrap.   If this does not suffice there is not much we can do as it is clear you returned a used wheel that cannot be resold.
  
  ARS Team 

  Customer response

  12/06/2023

  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 business did not resolve the issue.  Just a reply that the auto tire rim, which showed no damage, was considered damaged because a valve stem was installed on the rim.  Which is ridiculous as valve stems are added and removed without any damage to a rim structure.  
  
  ***********************;
  

  
  

  
  
  
   
  

• Initial Complaint

  09/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  18" OEM Wheel Rim Quantity : 2 Smoked Machine Black $294.99 X 2 Subtotal $589.98 Shipping $0.00 Tax $47.19 Total Due $637.17 Order # : *********** Order Date : 07-21-23 Order Total : $637.17 Listed above is an order I placed on 21 July 23. I rec'd the order but one of the rims was not the correct rim sent. I ordered 2 Smoked Machined Black rims. I rec'd 1 Smoked Machined Black rim and 1 Machined Black rim. I unfortunately did not realize this until the wheels were mounted on my vehicle weeks later because I was driving and alternate vehicle of mine. After noticing this I placed another order for one Machined Black Smoked rim (order number info listed below). I also requested a return/refund for the incorrect rim that was sent to me in my first order. The *** tracking number is ****************** which was received by ************. After receiving the rim back I corresponding with them for approximately 3 to 3 and half weeks in regard to getting my refund. After all was sad and done they kept the rim I sent back and did not give me my refund. I have attached to email received from them on 9 Sep 23:Your request (******) has been updated. To add additional comments, reply to this email.XACT ********************** (***********)Sep 5, 2023, 3:36?PM EDT ** *********** ** *** ************* ** **** ***** *** ******* ************** ** *** *** **** ** **** *** *** ******* ****** ****** *** **** ***** *** *** ** **** ** ****** *** *** *** **** ** ** ***** **** *** **** *** *** ****** *** *** ******* *** ****** ******* *** **** *** **** * *** **** ** ********** ***** ***** *** **** *** *** **** ********** ********** **** *** ** ** ************* *** *** *** ** *** ** ****** ****** *** **** **** ************ **** ****************************** **** *** **** This is the information for the second order:Quantity 1 Smoked Machine Black $339.99 X 1 Subtotal $339.99 Shipping $0.00 Tax $27.20 Total Due $367.19

  

  Business response

  09/12/2023

  *******,
  
  Thank you for your orders with us.   There are a variety of issues here and we would like to clearly state why you have not received a refund on this order.  Your first order *********** was received on 7/21 and delivered on 7/24.   As you admit in the statement above these wheels were mounted and driven on from time of receipt to approximately the middle of August based on the timeline.   You then ordered a wheel via order number *********** on 8/9 which was received on 8/16.   You initiated a return for the *********** order on 8/17 and were provided a return label that day to send back the wheel from that specific order.   The wheel received back to our warehouse, was not the wheel that was sent on the *********** order and presumably based on your statement above was 1 of the 2 wheels from the original *********** order.   Since this wheel was mounted on the vehicle, we cannot accept a return and refund.   This is clearly outlined on our returns policy on our website - ********************************************** and agreed upon at checkout.    I have attached a snippet of our return policy to this email and also keep in mind if you did infact return the wheels from 7/24 on 8/22 they would also be beyond our returns period.   We are sorry we cannot accommodate here as we can never accept a return of a mounted wheel.   
  
  ARS Team

  Customer response

  09/12/2023

  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:

  My first order number *********** was mounted but not directly after receiving the order. Even after the rim was mounted I did not drive that particular vehicle until August 8, 2023. I was driving my alternate vehicle during this time. Once I did pull it out of my garage to drive it , I then noticed it was the wrong rim which was sent by your company in error.  At that time I did place another order (***********) due to having received the wrong rim initially. During the return process, I did confused order numbers.  Auto Rim Shop did admit to sending the wrong rim initially. The company should at least take some responsibility here. After receiving the rim back, ************ will not even agree to send the rim back or at least compensate me for the error made on their behalf. It is just wrong. Basically, I paid for an item that I do not have in my possession and the company did not give me what I paid for as a consumer. I have been screwed over and ripped off. The company is the only one winning here. They received free money from me without providing the right product or service.   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a rim for my car and it was aluminum, not chrome. I returned it immediately and didnt take it out the box. They received the item and sent an email saying the refund would be in a week. Every time I call, They are waiting on Accounting, it will be another two weeks. I am requesting my refund immediately, as they are in violation of their own policy.

  

  Business response

  09/01/2023

  *******,
  
  Thank you for your order with Auto Rim Shop.   Per the attached document, you received the item you ordered and filed a return as "ordered wrong item" in our Return Portal.  You were provided a return label within 48 hours of initiation of return and the item arrived back to our ******* based warehouse on August 11th.   When an item is returned it must be received, inspected and logged back into our inventory before our accounting team can issue a refund as unfortunately, we do get many items returned in error as well as fraudulent items being passed off as what was sent to customer.  We are sorry that it took so long to check in as our first message from you with regards to this matter was at 9:43 PM EST yesterday as there are no calls in our log related to your order or phone number on account.   Nonetheless your item will be refunded Tuesday, September 5th.   Thanks for your patience and understanding as we are sorry for the delay and inconvenience this may have caused.   
  
  ****
  ARS Team

  Customer response

  09/02/2023

  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 message indicates that I did not call to follow-up on the refund. I spoke to someone on 8/17 who told me to check my account on 9/1. I also called on 9/1 and was told it would take weeks for a refund. I called over 5 times, and put my number in the queue twice for a call back. The escalation of the matter was due to poor customer service, not an impatient customer. I do not appreciate the statement that they checked their logs which indicate that I did not call, as well as the first communication was today, implying that I was not being truthful regarding my experience. I am pleased that they returned my money, but I do not appreciate the passive aggressive nature of their reponse and lack of accountability.

   

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

  

  Business response

  09/05/2023

  *******,
  
  Attached is proof of refund from Friday, September 1st less our restocking fee which is attached.  I have also provided logs to email tickets from your email showing first email to our support on Thursday, August 31st which was addressed next day as well as all phone calls from the phone number listed on your account.   Now that you have been refunded, we consider this case closed and do apologize for how long it did take to refund as previously stated.   
  
  ARS Team

• Initial Complaint

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a rim in June , after receiving it noticed that it was a replica /clone, not an exact match . **************** let them know we wanted to return it , no response , 3rd , 4th attempt eventually got a hold of a "customer support member" who helped us with as to where to send pics of the rim to as stated in their return ***** , received an email about how the company wants to " make it right " by offering another rim with a different paint finish and it being a separate transaction ( another purchase for another rim ) and ONLY then having the amount of the first rim credited / refunded back !? It has nothing to do with paint finish its a " knock off " rim, a replica , don't want another rim just a refund and to return it , another issue is the 14 day return policy ( most legitimate companies offer a 30 or 60 day return ) , apparently for them its easier if they avoid you or don't respond to you within the 14 days, that way they have your money and you're stuck with a product that looked better on the website , look just want to return this rim to the company and get refunded our money it hasn't been out of the box since taking pictures for the apparent customer service / returns *****

  

  Business response

  09/18/2023

  ****,
  
  Thank you for your order with *************.   Want to briefly go through a timeline here as to why we cannot accept your return.   Your item was ordered at 5:02 AM EST on Sunday, June 4th, shipped from our warehouse Tuesday, June 6th and was delivered to you on Thursday, Jun 8th.   On Thursday, June 22nd an inquiry was made with regards to returning your product which was answered promptly (see attached) asking for picture of wheel as at that time it was believed that you may have ordered the wrong finish (silver as opposed to hyper).   June 22nd was the last day your item was eligible for return based on our return policy found here - ****************************************************;  We have a returns portal we ask all of our customers to visit and you did indicate that you were having trouble with portal at that time so we asked for a picture to expedite the process.  
  
  Next contact from anyone pertaining to this return was not until Tuesday, July 11th where we again asked for pictures of the wheel on your vehicle (pictures of wheel you were sent were provided - you did get exactly what you ordered).  The wheel you ordered is an OEM refurbished wheel (Not a knockoff) and description of item can be found here which is clearly listed on our product page -  ************************************************************************************************************************;   
  
  We have since received over 50 customer service tickets concerning this order with none of them being related to what was asked for originally to get the return started.  The July 11th email was a month after order was received and well beyond our returns timeline which is tight and strict for inventory and fraud prevention purposes.   I have attached numerous items related to this service inquiry to show time stamped timelines.  We are sorry we cannot accept your return as you did receive the item you ordered.   
  
  ARS Team
  
  
  
  

  Customer response

  09/26/2023

  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:

   
  This company is a fraud , the pictures on the website don’t match the actual product they ship , the return dept / customer service dept is very sketch they don’t want to help you , they don’t stand behind their product they only want your money they have every excuse in the book , we recieved a REPLICA item, a fake and it doesn’t match the factory rims this is my second attempt to try to get this company to be responsible but apparently according to the majority of reviews that isn’t going to happen , how is this group of gomers under the BBB shield ? Look it’s not rocket science, a simple refund to the credit card used and a call tag to ship back to them , the rim was never taken out of the box . The deception is one thing ( advertising something totally different that what you can or want to provide ) but to blatantly disregard any and all complaints …. Wow   Refund
   
  **** ********
  
  
  
  
   
  

  

  Business response

  10/13/2023

  ****,
  
  Thank you again for your order.   After reviewing the pictures, you sent to us of the wheel you received from our warehouse you most certainly did receive the wheel you ordered as the markings on the back of the wheel indicate it is an OEM wheel that has a silver painted face.   We asked you for pictures of the wheel on your vehicle as we did believe that your car called for the more expensive hyper finished item.   These pictures were never provided.   Nonetheless since your initial inquiry was made within our 14-day return window we have attached a return label to the complaint.    Please note in accordance with our posted returns policy found here- Refund policy (autorimshop.com) a $35 restocking fee will be imposed upon return of this item in like shipped condition.   These terms and conditions are agreed upon on all orders at checkout and help mitigate costs of shipping the item to you as well as receiving it back to our warehouse.   Upon return and refund of this item less fees we consider this case closed.  
  
  ARS Team

• Initial Complaint

  08/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a wheel for **** Corvette on July 21st, received wheel on July 22nd. Wheel received was for a **** Corvette, though box and wheel were labeled for an 89. **** wheel will not fit a **** Corvette. Once again, mis labeled by whomever packaged it. Immediately filed all of the online requirements for a return. On Monday, called their support number to give them the details, and was advised I would have a return label in two business days. When those two days came and went, I sent an email to their support address, which assured me I would get a response in 24 hours. That, too, never happened. I would like a return label to ship the incorrect wheel back, and I would like an immediate refund, not one weeks from now. Update, finally got the shipping label to return wheel and sent it back. Now its been over a week since they received it, and no refund. Tried both customer support email and phone contact. No response from either. Pretty fed up with this company.

  Customer response

  08/15/2023

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

*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. ↩