ComplaintsforAuto Rim Shop National LLC

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Initial Complaint
10/06/2021
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ordered four rims from this business order number ********* only received one Rim company not looking to resolve I must now file a dispute with PayPal to get monies returned as the rims have not been delivered I called the company and spoke with a Brian who then waited till 6 o’clock and disconnected and no longer can contact them. I feel this company might be a scam as now I am out over $1135 until my dispute from PayPal gets resolved unless I receive my other three runs which I have not to this day.
Customer response
10/06/2021
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
09/30/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a rim from *************** and it was defective. The rim was installed on my vehicle for 3 days and while driving my car, the rim cracked in half. Luckily I was not driving at a high speed or wrecked my car. It this would have happened just a few days later myself and my son could have died. We were heading out of town to take him to school which was a 10 hour road trip. The company is refusing to give me a refund since I didn't purchase and extended warranty. I see why they sell the warranty because there product is faulty. Under no circumstances should a rim I paid $400 for cracked in half after being driven for 3 days. I want my money back!
Business response
10/21/2021
*******,

Thank you for reaching out to our team and we are truly sorry for any inconvenience this situation has caused both you and your son. As you know the rim was delivered on Thursday, August 26th and per your statement installed on Thursday, September 16th. If the rim was cracked when the item was installed, it would have been caught right away as the tire would not of been able to hold air. Our return policy clearly states in bold lettering on *************************** *THE RIGHT TO RETURN ANY MERCHANDISE IS FORFEITED ONCE THE **** HAS BEEN INSTALLED*. Still I understand you have been greatly inconvenienced and want to do right by you as a customer. I reached out to you earlier today and left a message with my personal cell phone and hope we can come to an agreeable resolution. Thank you for your time and patience while we work to resolve this matter. I look forward to hearing from you.

Regards,

****
Auto Rim Shop
Customer response
10/24/2021
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:

I did receive a call and message from ****. I text and called him back and never received a response to the text and his mailbox if full. Therefor I am not able to leave a message. Unless a full refund is processed back to my card, this complaint will never be complete.
Thank you,
******* ******

Business response
01/18/2022
********

I am sorry for the lack of response as a return label was sent to you on 12/15. I just instructed one of my reps to resend the label to the email address associated with your account. If for whatever reason you do not receive please feel free to call or text me on the personal cell phone I provided you so we can figure out why you did not get the label. Once package is received to our warehouse we will issue a refund. Thank you again for your patience.

Regards,

****
Customer response
01/18/2022
Better Business Bureau:

I have finally received the return label and ship back the defective rim this week. Hopefully **** will follow through with the refund as promised. At this time, I will say it has been resolved, but if there is not a refund received after I return it I will reach out again. Thank you for your help.

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
09/23/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a rim that was 500$. Once I received the rim I noticed it was the wrong rim. I need to return the rim and get the correct rim, but customer services will not answer my phone call. I have sent several emails, live chats, and left my number on the return call list, but no one will call back. I have waited on the line for someone to answer the phone but I end up getting disconnected after 20 minutes. I have been trying to contact them for a week now.
Business response
10/14/2021
*********,

I apologize for the lack of response by our service team as we are actively looking to bring on staff to help better serve our customers. *** return label ****************** was sent on Tuesday, September 28th and package was received back to our warehouse on Monday, October 4th. On that same day a refund was issued for $390.54 to your paypal account. A copy of the original message sent to you on September 28th by Mandy is below. Should you have any questions or concerns please feel free to call me directly at ###-###-####.

Hi *********,

Thank you for the reply! Sorry it took so long for us to get back to you. The return label to ship the wheel back is linked below. Please follow the steps below to ensure no issues with the return or refund upon delivery back. Note that your refund upon delivery back will include a 15% restocking fee and the return shipping ($15) will be deducted.

remove old shipping labels from the box
package the wheel back up exactly how it was received
items must be delivered back in the same condition they were received
items must be shipped back within 7 days of receiving the return label
print the *** RETURN LABEL ******************
place the return label on the box
tape the box well
take the package to your local *** store or drop-off center
upon delivery back to us, the item will be inspected and refunded within 3 business days
For any questions, please feel free to contact us.

Thank you and have a wonderful day!

*****

Regards,

**** *****
Director of Sales and Customer Success
###-###-####
**********************
Customer response
10/14/2021
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
09/13/2021
Complaint Type:
Customer Service Issues
Status:
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.
On Sept 9, 2021 I spent a total of $455.72 for 2 Nissan Murano 2017, #********** whee/rims that includes $128.00, that was guaranteed to be delivered on Sept 11, 2021. These rims/wheels were needed to be delivered NO later than Sept 11, 2021 as guaranteed when I spent an additional $128.00 for a 2nd day air delivery: (3-5day ground delivery was free); A few hours later when no confirmation was received I began calling about my delivery by way of phone and emails: I requested my order be canceled because I was unable to contact Auto Rim Shop about this delivery after multiple failed attempts trying to reach an Auto Rim Shop Representative: The following day my card was charged an additional $455.71. Where forth, another set of rims/wheels were charged to my credit card without my authorization. Dated: Sept 9- Sept 12, 2022 I’ve made 15-20 Calls and Email. I expect a full Refund of $911.42 NO representative has-contacted me. Finally A Return to Sender was filed promptly:
Business response
10/28/2021
Tara,

Thank you for reaching out to our team and I apologize for the delay in response via BBB, although I already have spoke with you numerous times on the phone over the past 2 months. On September 9th at 2:28 PM we received an order from you via our website for two 2017 Nissan Murano OEM Rims which cost $299.98 with a $128.53 expedited shipping charge for a total of $428.51 (Order #*********). Eight minutes later at 2:36 PM we received another order from you via our website for two more 2017 Nissan Murano OEM Rims for which again cost $299.98 with a $128.53 expedited shipping charge (Order #*********). When we were not able to meet the requirements on expedited shipping due to supply chain issues on September 14th we refunded you for both expedited shipping charges of $128.53 (total of $257.06 for both orders). On September 15th when we received both pairs of wheels back to our warehouse we attempted to refund you the remaining balance less a small charge of $8.16 per order for return shipping and were denied the ability to refund as refunds and all other operations were disabled on your Credit Card. Please feel free to reach out to me either BBB or via my personal cell phone if you would like to discuss further. Thank you again for your business and I hope to provide a resolution for you soon.

Regards,

****
Auto Rim Shop Team
Initial Complaint
09/09/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a car rim and pressure sensor for my daughters car. They shipped the pressure sensor promptly, but nothing on the rim. Email said I would be notified when it ships with a tracking number. It has been 2 weeks and no email. Worst part is they will NOT answer phone calls or respond in any way. I've tried several times and they simply do not answer or respond. First a recorded message will come on and say "average wait time is 5 minutes, or 8 minutes, etc". Then after 20, another message comes on saying they are experiencing "higher than average wait times, goodbye."! Then it hangs up. They will not respond to emails and cannot be reached by phone. I have been charged! Need then to respond so I can get a rim elsewhere. OH, and they could refund my money!
Business response
10/21/2021
******,

I want to apologize for the lack of response by my service team as we were short staffed at the time you placed your order. Per *** tracking your item arrived to your shipping address on Tuesday, September 14th. Should you have any additional questions or want to discuss this issue further please feel free to email me at *********************. I apologize again for any inconvenience the delay in both getting this item to you and the lack of response by my service team has caused.

Regards,

****
Director of Sales and Customer Success
Auto Rim Shop Team
Customer response
10/22/2021
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
09/03/2021
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Trying to return four rims for a refund, which i purchase during the one month return period. However they will not return my emails or when i call after 30 mins they hang up or when they do return my back call, they text me to there number that they continue to hang up on me. Another words a big run around is what i'm getting
Business response
09/08/2021
Hi ****,

Thanks for speaking with us! The return labels were sent as promised and it looks like the wheels have since been shipped back. They are due to arrive here on 9/9/2021. Once they are delivered and inspected, a refund will be issued back to your original method of payment right away. Depending on your bank it can take up to 3 business days to be available.

Please let us know if you have any questions in the meantime.

Have a great day!

Mandy
Customer response
09/15/2021
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.

Pertaining to auto rim shop this problem has been resolved owner **** was very cordial and I got my money back I told him Ill look forward to doing business with him in the future great company.
Initial Complaint
09/03/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
on 7/22/2021 $390.34 was taken from my pay pal account for 18 inch vw rim . i was supposed to receive a conformation number within 24 to 48 hours have not received any email or response i tried email called many times left call back number *** on hold over 2 hours please help ,i think ive been scammed!! my invoice # is**** if that helps
Business response
09/08/2021
Hi ******,

We're sorry for the delay in response. This could have been avoided and we will surely take responsibility for dropping the ball here because we didn't see the invoice had been paid. A refund in full has been issued for the purchase. If you're still in need of the item, please feel free to give us a call at ************ (option 1), Monday-Friday from 8am-6pm EST.

Thank you for the opportunity!

Mandy

Customer response
09/08/2021
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
09/01/2021
Complaint Type:
Product Issues
Status:
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.
Ordered rim on 8/11/21, Order #*********. The rim needs to be returned as it is the wrong color for my vehicle. The rim has never been installed or out of the box. Have attempted to call customer care numerous times and call just drops off after 20 minutes of waiting. Tried the online chat to no success. Have emailed 3 times (8/24, 8/26, 8/31) with no response. Since the return policy state 30 days, time is running out. Is this deliberate?I just would like a response and a return merchandise authorization.Thank you,*****************************
Business response
09/08/2021
Hi ******** ***** here!

I'm sorry for the delay in getting back to you. You have been very patient and understanding and for that, I am very appreciative! Our team is growing and getting ready to offer the best service we can. In the meantime, I'm here and happy to help. You've been emailed a prepaid *** return label to ship the item back. Upon delivery you will receive a refund for your purchase. This will go back to your original method of payment within 3 business days depending on your bank.

Please don't hesitate to reach us if you have any questions!

Thank you,

*****
Initial Complaint
09/01/2021
Complaint Type:
Delivery Issues
Status:
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.
Hello- REF ORDER# ******** I placed an order with Auto Rim Shop on 08/18/21, monies taken from my account on 08/19/21. Trying to get status of order, emailed and called (phone disconnects after 20 minutes on hold). Have had ZERO response from company. Customer service is non-existent Would like status of order or full refund of $831.92 from company. Thank you very much.
Business response
10/25/2021
********,

Thank you for the message and it was a pleasure speaking to you in late August. Per *** tracking all wheels arrived to you on or before Thursday, September 16th. Thank you again for your business should you have any additional questions please do not hesitate to reach out to me at anytime.
Regards,
****
Auto Rim Shop Team
Initial Complaint
08/27/2021
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Order (*********) placed on 8-18-21 for 4 rims for a ******* ***. Company ****** will receive tracking info within 24 hours. I've left 4 messages and sent 4 emails requesting info. Payment cleared my bank 8-19-21. I have received no information or follow up from this company.
Customer response
08/27/2021
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,

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

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