ComplaintsforCooper Tire & Rubber Company

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The tire put on by Boyles Tire in Pontotoc was purchased/supplied by Cooper Service in Tupelo MS. This is the second tire i a set of 4 purchased with issues developing knots. First in three months ago was replaced for free this one they refuse to saying it was patched. i have the tire , its belts separated opposite side of where patch was done for small nail. Will be referring this matter to NHTSB also as it appears this style needs recalled Cooper Tire CSS Grand 235/65/18 made *** **** *** ****

  Business response

  06/19/2024

  This customer concern as been address we and the customer is satisfied with the out come of resolution 

  Customer response

  06/21/2024

  
  Complaint: ********
  
  I am rejecting this response because: I submitted the replacement invoice where the tire was purchased. They want the original tire invoice. The service center has these records and should pull this because the previous tire in the same set was researched and creditied. 

  Now they are saying if I dont come up with another invoice that I will not be compensated. I want to not that this sidewall faiure is in the shoulder of the tire, the same area that cooper tire had to recall  tires before. This issues goes beyond just my tire and I am stating it here for the record.

  Cooper Tire & Rubber Company is recalling 430,000 tires from its Cooper, Hercules, Mastercraft, and Mickey Thompson brands because of concerns that the tires might develop sidewall bulges or separation from the sidewall that could lead to tire failure. The recall includes replacement tires sold through Les Schwab, Pep Boys, and Tire Kingdom.
  The affected models include certain Discoverer, Evolution, Courser, Deegan, Adventurer, Hercules, Back Country, Multi-Mile Wild Country, and Big O tires in 18- and 20-inch sizes that were manufactured from Feb. 1, 2018, through Dec. 1, 2019.
  The company warns that some tires may exhibit a bulge on the sidewall. It advises, “Driving at high speeds may cause this condition to occur and should be avoided until the tires have been inspected and replaced.”
  These problems were identified from a higher-than-usual return rate for these tires.
  The company will contact customers in late March 2021.
  Cooper is not aware of any accidents or injuries related to this problem.
  
  The Details
  Tires Recalled
  • Big O AT/T Big Foot (275/65R18), Big O Bigfoot A/S (275/65R18)
  • Cooper Adventurer H/T (Pep Boys 275/65R18), Cooper Discoverer AT3 4S (275/65R18), Discoverer A/T3 (275/65R18), Evolution H/T (275/65R18), Discoverer AT3 4S (275/55R20)
  • Hercules Terra Trac A/T II (275/65R18)
  • Les Schwab Back Country QS3 Touring HT (275/65R18), Back Country SQ4 All Terrain (275/65R18)
  • Mastercraft Courser HSX Tour (275/65R18), Courser AXT (275/65R18, 275/55R20), Courser AXT2 (275/65R18, 275/55R20)
  • Mickey Thompson Deegan 38 All-Terrain (275/65R18, 275/55R20)
  • TBC Multi-Mile Wild Country XTX Sport 4S (275/65R18, 275/55R20), Cooper Discoverer RTX (275/65R18).
  The problem: The affected tires may develop bulges or separations in the sidewall area of the tire that if undetected may result in a tire failure leading to the loss of vehicle control.
  The fix: Inspection to verify that the tires are part of the affected production run. If so, they will be replaced free of charge.
  How to contact the manufacturer: Owners may contact Cooper Tire customer service at ************. Cooper Tire's number for this recall is 178.
  NHTSA campaign number: *********. You can find the tire information code on the sidewall of the tire following DOT, with last four numbers indicating the week and year of manufacture. Keep in mind the full code may be on the inboard side of the tires. See how to read a tire.
  Sincerely,
  
  **** ******

  Business response

  07/02/2024

  This customer case has been resolved and the is satisfied with the resolution 

  Customer response

  07/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be acceptable once check is recieved.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  06/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On June 13th, 2024 I purchased 4 tires 225/55R18 Endeavor Plus from a local tire shop ****** Tire located at *************************************. The Tire retailer stated that there was a $50 rebate that was being offered by the manufacturer, Cooper Tires located in *******, **. Based on the fact that there was a rebate, I decided to buy these manufacturer's tires.The Tire Shop gave me a brochure that has a QR code to utilize to register online and claim the rebate. I received an invoice electronically from the Tire shop that had my name on the invoice in 3 separate locations. I scanned this document and attached it with an electronic version of my receipt proving that I had actually paid the tire shop for the tires.I filled out the rebate information form electronically which took about ***** minutes and on the last page the was a button to submit the document and the screen popped up an error message. I tried once again and got the same error message. I then called Cooper Tire Promotions customer service number and spoke with a representative that walked me thru every step and got the same error message. we tried opening a new browser using a different type of browser and had the same error.The customer Service rep took all of my information and gave me a confirmation number MM93NP3CFZ and stated that all I needed to do was email a receipt of my invoice to ********************************************** and my rebate of $50 would be processed. I did as instructed and received an email that stated my claim has been put on hold because my name "OR" Address was not shown on the Invoice from the Tire Retailer.My name is on the invoice in 3 places and matches all the information with the rebate promotion website as well as the information provided to the Cooper ********************* ************************************* Tire and its representatives are either inept in the website provided for processing that doesn't work or completely unprofessional in their refusal to process rebates

  Business response

  06/19/2024

  Good afternoon,

  In regards to ******************** and his $50 rebate he has not received as of yet. I have looked into this for the customer and have sent his finalized invoice from location where he purchased his tires and have been informed that his rebate has been approved and he will receive his virtual card via email very shortly. I have also apologized to the customer for his inconvenience and time he has spent trying to get this resolved and have determined as a courtesy ******************************* would like to refund the customer 10% of the amount he initially paid for his tires. He will be sent a check for $76.80. I have contacted ******************** and he was satisfied with the resolution.

   

  Have a great day,

  ******************************* Consumer Relations

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed four new Cooper Tires on my ***** Pilot one year ago from a cooper dealer *****'s ************ I noticed noise recently coming from the vehicle. I took the ***** to a certified Mechanic at ***** *****. The ***** Mechanic informed me that the vehicle was fine but two tire were cupping I was informed that Cooper tires are know for cupping. I then went to the dealer were I purchased the tires from *****'s tire center in ************. They looked at the vehicle and informed me that the tires were cupping and sent the company Cooper Tires the information. I was informed that the tires were discontinued by Cooper tires. Cooper Tires denied the claim stating that not all the tires are warn enough. Yes this is correct they are not all worn due to having two defective tires. Cooper decided to discontinue the tires. I am making two trips to ************** to take my daughter to college. The tires are unsafe and defective I was told by two Certified garages. I own four vehicles never had an issue before this. I will be placing Uniroyal tires on this vehicle so I can make my trip safely. It is a shame that American made tire will not stand behind there defects.

  Business response

  05/22/2024

  Good morning, 

  Following a review of the customers complaint I reached out to the dealer that sold the customer his ********************** and requested the control number to review why the customer had been declined any assistance as stated. When speaking to the dealer I was informed that they had not reached out to Cooper Tire in any capacity and had assumed that no assistance would be available. I counseled the dealer on best practices for reaching out to Cooper Consumer Relations and was able to provide a prorated discount authorization to the dealer based on the inspection details that were provided. 

  Unfortunately, the customer did not provide a full phone number to discuss his complaint and the email I sent to the provided email address has not been responded too. 

  Kindest regards, 

  Goodyear Consumer Relations Team 

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently purchased 4 new tires from a service shop, who told me cooper was running a promotion to get up to $100 (the tires I purchased were $75 rebate) back after purchase. I uploaded my receipt which had all the information that cooper requested and they denied my claim, with no reason as to why. The tires I purchased are STILL on promo (4/22/24) . I don’t understand why a company offers a rebate, then when you submit the requested documentation, properly and completely, they deny you. That’s false business practices and cooper should be ashamed for sneaky tactics like this. Attached is the tires I bought, and their promo which is STILL running today.

  Business response

  04/25/2024

  We reach out to our rebate team on the behalf of the customer and was able to find out  When the customer submitted their rebate the system generated TWO transaction lines. One of the transaction lines was declined and one was approved.  The customer has a rebate in the final review for $75.
  Please extend our apologies for any inconvenience this caused the customer. The customer rebate is being processed  

  Customer response

  04/26/2024

  
  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 pending the rebate actually comes through. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Fall 2023 tire rebate I purchased four tires on January 2, 2024. I physically mailed in my rebate before the deadline which I don’t remember what the deadline was. I’ve received nothing back from Cooper tire. Not a letter of notification, nothing. I called there today on April 15, asking about my rebate. I was told that I mailed it in too late. It’s supposed to be a $75 rebate on pro control Cooper tires. I’ve been a customer of theirs for years, this is wrong. It’s just wrong. I mailed it in on time. They’re refusing to let me talk to management. I guess there’s nothing I can do about corporate power. This is really making me angry. I intend to file whatever I can about it and let people know about it. Thank you.

  Business response

  04/23/2024

  I have called the customer and let her know that a refund check of $75 will be sent out to her which is the equivalent of the rebate not received, I also let her know that the check will take about 7-10 business days to be received in the mail. Customer is happy with resolution.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I replaced my tires on my car in Oct 2021 with a set of Cooper Tires that had a 60,000 mile limited warranty. I have put approximately 28,000 miles on my car since then and I am now in need of new tires, despite having them rotated regularly. After reaching out to Cooper Tires, they asked for all of my oil change and tire rotation records. Unfortunately, all (50+) Snappy Lube locations in our area were bought out by another company recently and they are unable to provide me with any of my previous records as they don’t have access to them. Cooper denied any responsibility and refused to work with me to find a solution. Even if I had never rotated my tires (which I did) they should have lasted well over 28,000 miles. Now I am having to put a 3rd set of tires on a 4 year old car with less than 50k miles. Cooper does not stand behind their product, nor do they work with their patrons to find a mutually-beneficial solution when their product fails at half-life.

  Business response

  02/07/2024

  This customer was offered help with her Cooper tires that was used the warranty discount  on a new set of tires. I spoke with the dealer that sold her the tires and she did not accepted the offer that dealer was given. So the dealer did offer the help she declined the assistance from the dealer that sold her the tires

  Customer response

  02/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  It response is inaccurate. Cooper Tires offered a discount on a new set of tires. I have been in contact with my dealer who has provided me with a quote and am awaiting an appointment. I have accepted the discounted offer from Cooper Tires. 
  
  Sincerely,
  
  *** ********

  Business response

  02/08/2024

  The customer initial complaint she was not offer any help with the tire warranty  no offer was made. I called the dealer and informed them that the customer reach out to your office because she did not get any offer for warranty. The dealer said they did offer the customer a prorate under the mileage warranty she was never denied any help to get the tires replace. 

  Customer response

  02/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The response is still inaccurate. Dealer informed me that Cooper had denied any claim on the tires. A solution was only offered once I made a complaint to BBB. Prior to complaint, no prorate or attempt to remedy the defective tires was offered. I have accepted the offer that was provided since this complaint was filed.

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

• Initial Complaint

  01/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bought 4 new tires from tire Depot in Bristol Connecticut-filled out necessary paperwork, $50 rebate was approved...never got a card or a virtual card or anything. There's no way to contact these rip off artists. It seems it's just a data mining exercise..you fill out all the info and they don't pay you anything but likely sells your email. These guys are beyond shady.

  Business response

  01/25/2024

  We reach out to our rebate team and was able to get a  physical rebate card to mailed to the customer. and the customer is satisfied 

• Initial Complaint

  01/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Cooper Tire advertised a promotion for a $100 gift card if tires were purchased between 11/1/2023 and 11/30/2023. I purchased the tires on 11/30/2023 and paid with cash. I bought the tires at ********** Tire in **********, **, and they had to order the tires, and were not able to create an official invoice until the work was done, so they gave me a work order that had the purchase date and the amount that I had paid on 11/30/2023. I have submitted the paperwork on a few occasions, and repeatedly got rejected without resolution. I asked that they call ********** Tire to prove that I had purchased these on 11/30/2023, but they will not follow up.

  Business response

  01/04/2024

  Good morning, I reached out to the customer and was able to request he forward the necessary information for me to finalize processing his rebate offer.  The customers $100.00 rebate offer is being honored as he met the specifications with his purchase.  

  Kindest regards, 

  Goodyear Consumer Relations Team 

• Initial Complaint

  12/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Cooper Tires promised a $100 rebate for purchasing tires at a specified time. I purchased the tires on 11/27/23 and the rebate offer needed to be purchased by 12/02/23. I submitted my rebate offer before the deadline of December 31st 2023 and was declined within 3 days. The declination stated that I did not purchase the tires within the promotional period, I explained that my invoice has 2 dates, when the tires were picked up and when they were ordered. The money came out of my account on the 27th when the tires were ordered and I picked them up from the tire rack distribution center on 12/06/23. I have called Coopers incentive number multiple times and the non US based agents instructed me to submit irrelevant and incorrect information in order to get rid of me. They had me submit proof that I got the tires installed and an online order confirmation both of which the rebate guidelines say not to submit. I initially submitted my final invoice from tire rack and was denied. I also reached out to their US based service and they do everything in their power to hang up the phone and ensure long hold times. I am filing this complaint as well as reaching out to the *** about issues regarding their practices. Do not purchase Cooper Tires with the expectation of receiving a rebate. I should of purchased from the competitor

  Business response

  01/04/2024

  01/04/2024, I spoke to the customer this morning at ******* EST.  I explained to the customer we do not refund tire sales.  The customer said he did receive the $100 rebate.  Receipt of the rebate was delayed.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  -4 Cooper Endeavor Plus tires purchased on 04/23/23 (shipped and installed weeks later) -$700.02 -65,000 manufacturer's warranty -3 of the four tires have malfunctioned to such an extent that they can not be used nor fixed. Reputable tire installers have not been able to find any issues, and have deemed the issues to be manufacturing defects. Cooper tires has not acknowledged the claims filed, and have done nothing to reimburse me for the money or time spent trying to navigate these many problems. -Simpletire order #*******

  Business response

  11/30/2023

  We have emailed the customer and asked her to call us at ************** (Monday-Friday, 8:30 am-5:00 pm Eastern) at her earliest convenience. The contact phone number the customer provided is not valid.   

*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. ↩