ComplaintsforCooper Tire & Rubber Company

• Initial Complaint

  10/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I've used Cooper tires for 25yrs but I have purchased my last set. The problem is with their customer service. They refused to honor an advertised rebate on their AT3 tires.

  Business response

  10/03/2024

  Good morning,

  We have reached out to the customer in regards to his claim. The customer purchased Cooper tires and was under the impression the tires he purchased qualified for a $75 rebate. The customer purchased Cooper Discoverer AT3 4s and the Rebate during that time was for the Cooper Discoverer AT3 LT and AT3 XLT. The tires the customer purchased were not under any rebate during this time. As a one time courtesy Cooper will honor the customer request and send him a check for $75 rebate amount. We have advised in the future please make sure to verify tire purchasing matches the tires listed on rebate forms. Advised customer he can always call our relations team and we would be able to verify what tires are under a rebate for the customer.

  Sincerely,

  Cooper Consumer Relations Team

  Customer response

  10/03/2024

  
  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.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought coopers at the recommendation of the local tire seller, and they apologize every time I come into repair one of them because rock go right through them. Due to the insurance that I thankfully purchased with them they are replaced with the same crappy cooper tires. In forty years of driving, I have never seen a rock from a gravel road go through the tread (not between) of a brand-new tire. Neither has the tire sellers. They all took pictures. The only thing worse than the tire is the customer service. If you do happen to get through the electronic maze you will be referred to another maze of button pushing. They have an 80,000 mile warranty but they make it impossible to hold them accountable.

  Business response

  09/13/2024

  Cooper Tire is a quality-driven organization that delivers exceptional products and services to our customers. After reviewing the details of the complaint, the damage to the tires was caused by service-related conditions beyond Cooper Tire's control. We regret that the customer has had this difficulty while using our product and that we were unable to assist him. We have attached a copy of the Limited Warranty, Tire Care and Maintenance Guide for more detailed information on the warranty coverage. 

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 4 brand new cooper c5s ultra 190/60r15 in October of 2023. (1) If the new tires developed a huge bulge in the sidewall after 6 months and 2/32 of use. I had a letter from the installer advising to return the tire to the manufacturer due to a defect. The letter, photos of the tire, and the depth gauge reading were forwarded to the seller, priority tire. After a month and not hearing back from the seller, I sent an email asking for an update. The email read, the manufacturer has concluded something hit the tire. This is a false reason. Nothing hit the tire. All I wanted was for the manufacturer to stand behind their product and issue a replacement.

  Business response

  07/26/2024

  Good morning,

  We have been in touch with Mr. ***** and have directed him to a location for assistance with his tire concern. We have assisted location with replacing customers tires since those tires are no longer available. We have refunded Mr. ***** for the one tire with the sidewall issue and also his original installation costs. Mr. ***** will be mailed a check for $202.96. Mr. ***** approved this refund and was very appreciative of the assistance provided.

   

  Sincerely,

  Goodyear Consumer Relations

  Customer response

  07/26/2024

  
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Tire was under warranty but not covered although I have receipts. They say it was because I didn't have the tire . Tire was replaced with another Cooper tire and I have the receipt and the charge for them taking the tire . Tires purchased in Moose Lake, was replaced in Duluth because it was no longer safe to drive. Tire was no longer available at site of purchase. I feel the person who sold the tire should not have taken and charged for the bad tire if it is Cooper policy that the warranty is not covered without the tire. The remaining 3 tires of original purchase are all on vehicle. I have odometer reading of date of purchase and replacing.

  Business response

  08/02/2024

  We have reached out to the customer to obtain additional information regarding the complaint and will do what we can to try to resolve it fairly. 

  Customer response

  08/06/2024

  
  Complaint: ********
  I don't know if my paperwork has been received.

  Also, I would be happy with $80 which is 1/3 of the cost of tire. Installed at 44, warranty 65,000 . 1/3 of mileage should be raining.

  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  Business response

  08/07/2024

  We have received the customers documents and they are currently being reviewed. Upon completion, we will contact the customer with our resolution.

  Customer response

  08/08/2024

  
  Complaint: ********

  I have not been contacted by Cooper with any offer. 
  
  I am rejecting this response because: I am still waiting for Cooper or Gateway Tire to contact me.
  
  Sincerely,
  
  ***** *****

• 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,
  
  *** ********

*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. ↩