ComplaintsforCooper Tire & Rubber Company

• Initial Complaint

  06/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a set of 4 Tires on March 24, 2023 and was promised a $50 rebate within 8 weeks. I submitted the rebate the same day and was again quoted a wait time of 8 weeks. It is now June 24 and my rebate status has been "in final review" for nearly 12 weeks. I contacted 360 Incentives and reached ******. She said that it could be several weeks or months until this is paid out. She said the response was too overwhelming. When I asked if her company simply lacked the funds to pay these rebates, she became agitated and began yelling before completely hanging up the phone. I've read responses on here from Cooper Tire sending unhappy consumers back to 360Incentives. Ultimately, Cooper Tires is the company who advertises and offers these rebates and benefits from the sale of their goods as a result of these rebates. They are also responsible for the fulfillment companies with whom they choose to contract. I suspect that between Cooper Tires and 360 Incentives, this rebate was not properly funded. As a result, the consumers are left waiting until a possible insolvent 360 Incentives finds the funding to make good on the Cooper Tire Rebate, or completely goes out of business leaving all of us out the money we were promised. Since 360 Incentives refuses to issue these rebates in a timely manner, I am requesting that Cooper Tire refund me the $50 they advertised that would be returned to me via rebate within 8 weeks in order to make me whole.

  Business response

  06/29/2023

  Customer's complaint has been handled and she is satisfied. 

  Customer response

  06/29/2023

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

• Initial Complaint

  05/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a set of Cooper tires on Walmart.com These tires were eligible for a $75 rebate. We submitted the receipt and invoice to Cooper for our rebate. They said they needed more proof of a purchase and wanted pictures of those tires mounted on our vehicle. We submitted those, now they are saying all of our documents are invalid and we need more proof of purchase. This appears to be a scam rebate from Cooper and we've exhausted all avenues to try and receive our rebate.

  Business response

  05/24/2023

  Rebates are handled through a third party called 360 Incentives.  Please contact 360 Incentives at ************ to resolve any issues with your submission.  Since you purchased your tires online, you will need to provide proof of installation as well as the original purchase receipt.  We have forwarded a copy of your complaint to 360 Incentives as well.  

  Sincerely,

  ******

  Consumer Relations ************. 

  Cooper Tire & Rubber Co. 

  Customer response

  05/24/2023

  
  Complaint: ********
  
  I am rejecting this response because: I submitted everything required, still not good enough. As a consumer I find this quite ridiculous. I paid over $1900 for these tire plus install. I have purchased nothing but Cooper tires for my vehicles for the last 20 years. I suppose you can keep your $75, but I will never buy another set of Cooper tires.
  
  Sincerely,
  
  ******* *****

  Business response

  05/24/2023

  Your complaint was forwarded to 360 Incentives for handling.  You will need to speak to a representative to see why they are not issuing your reward.  We do not have access to their system.  Call ************.  Your ticket number is ******* 

  Sincerely, 

  ******

  Cooper Tire & Rubber Co

  Consumer Relations 

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint Against Cooper Tires I am writing to file a complaint against Cooper Tires for not honoring their 60,000-mile warranty on a pair of tires that I purchased on November 8, 2019. On May 14, 2023, I had to replace the tires due to a defect that caused a tire separation. I purchased the tires from Tire Kingdom in Davie, FL. I have been a loyal customer of Tire Kingdom and Cooper Tires for many years and have never had any problems with their products or services. The tires that I purchased were Cooper GLS Touring. The tires came with a 60,000-mile warranty. I followed all of the instructions that were provided with the tires, including rotating them every 8,000 miles or sooner. On May 14, 2023, I was driving towards Savannah, GA when I noticed the front right tires were pulling to the right. I pulled over to a local MAVIS and they informed me that one of the tires had separated. Luckily I was not hurt or injured but it seems to have come out of nowhere to no fault of my own. I was able to safely replace the 2 Cooper tires. I forgot to inform the dealership to keep the tires to return to Cooper as I was on a trip for business. The tire shop inspected the tire and determined that it had a defect that caused the separation which was documented. It was not until I got home on 5/18/23 did I realize the tire may be covered by the warranty, but when I contacted Cooper Tires, they refused to honor the warranty. I am very disappointed with Cooper Tires' response to this matter. I have been a loyal customer for many years and have never had any problems with their products or services. I am now facing the expense of replacing a tire that is only 3 years old and is still under warranty. I am requesting that Cooper Tires honor their warranty and replace the defective tire. I am also requesting that Cooper Tires investigate this matter and take steps to prevent this from happening to other customers. Thank you for your time and consideration. Sincerely, ****

  Business response

  05/19/2023

  We received notice of the customers issue on 5/18/2023. He was asked to contact the dealer where the tires were replaced to see if they still had the tire in question. Even though they did not have the tires, we proceeded to set up a warranty return file for the customer to return the remaining 2 tires he had. We emailed him prepaid UPS shipping labels to return the tires to our inspection center. He was asked to provide his mileage and rotation records, which he has provided. Currently we are awaiting return of the 2 tires for inspection and if eligible, we are willing to administer any applicable warranty coverage on all 4 tires. 

• Initial Complaint

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 4 Cooper Tires from a local retailer (Cape & Islands Tire) on April 6, 2023 and was given information to file for a $50.00 rebate. I filled out the online rebate form, providing all required information, including a receipt with the retailer's name and address. On April 17th, I received from Cooper Tires an email with my claim # **********, and this message: "The approximate time it takes for us to process and approve a standard claim is 8 weeks. If we need additional information, your claim will be placed on hold and an email will be sent to you at the email address provided on the original claim submission. Once your claim has been processed, you will receive an email regarding payment instructions." On April 27th I received an email titled: Action Required: Your Cooper Tires Claim is on Hold with the message: "We’re working to process your Cooper Tires promotional claim, however, upon review we found the following issue(s): Issue: A purchase receipt is a requirement for claim approval. Please login to your claim and upload a clear image of your amended invoice that includes all 4 corners of the page(s)." All info was clear, but their excuse was that the scan was crooked. I sent them a fresh, square copy. On May 7th, I received another email with the same title, Action Required: Your Cooper Tires Claim is on Hold, with this statement: "Issue: Dealer information not on invoice. The dealer information entered at the time of submission is not listed on your invoice. Please upload a full/clear image of your invoice, or obtain a new invoice from your dealer, that includes all the information requested." This is complete nonsense. Cape & Islands Tire and their address is clearly listed on the invoice. I found a customer service # online and called it but it provided no service. In looking online, I found many complaints of this same issue. I'd appreciate your support in resolving this issue and holding Cooper Tires accountable. Thanks!

  Business response

  05/09/2023

  The consumer will need to contact 360 Incentives at 833-237-5109.  360 Incentives is the third party company that processes the reward promotions for Cooper Tire, as well as other companies.  They will be able to assist him with getting his reward submission handled successfully.

  Cooper Tire does not process the reward promotions internally.   

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, I purchased a set of Cooper tires from J and B Tires Service Corp with a 60,000 mile warranty. After 35,406 miles I was loosing air in the right rear tire and brought the vehicle to ******* ****** Tire and Auto Repair. I was told there was a nail in the tire losing air and was informed it could not be repaired.in that the tire had 2/32 tread. They told me all four tires has 2/32 treat and would need to be replaced. I had the tires replaced at ******* and the following week contacted Cooper tire for a prorated refund on the tire. They informed me the dealer does the paper/warranty work and return the tires for final adjustment and inspection. I informed them that the tires were discarded by ******* and they would not be able to submit them for inspection. I have done all the required maintenance on our vehicle. including a tire rotation and spin balance every 6000 miles. I would appreciate your assistance in resolving my prorated warranty claim. Cooper Tires ContactUSID: ****. Contact person is *****. at ******************************

  Customer response

  04/28/2023

  [BBB Transcription via Email]

  Hello, I was informed that Cooper Tire has agreed to honor their warranty and will be refunding me $161.92. Thank you for your assistance in this matter.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Consumer filed a complaint directly with the business because they were told that if they purchased tires they qualified for a rebate. Consumer turned in paperwork and did not qualify. All correspondence in attachment

  Business response

  05/02/2023

  Thank you for contacting us regarding *** ******'s case ID #********.  I can assure you product quality and customer satisfaction is very important to Cooper Tire & Rubber Company.  Cooper products are backed by a workmanship and material warranty that is administered by our dealers on a regular basis.  

  I've attached a copy of the Spring Rebate terms and conditions.  In order to receive the $75 rebate, the customer must purchase a qualifying tire in quantity of 4 tires in  a single transaction.  According to Ms. ******'s complaint, she purchased 2 different tires.  The tires she purchased were not eligible for a rebate.  Without the correct tires being purchased, we are unable to issue a rebate to Ms. ******.  Discount Tire prorated the mileage warranty credit on Ms. ******'s replacement tires therefore, she is not eligible for a second proration from Cooper Tire.  

  Sincerely,, 

   

  ****** 

  Consumer Relations Specialist

  Cooper Tire & Rubber Co. 

• Initial Complaint

  04/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on 03/07/2023 i bought 4 35x12.50R18LT STT PRO Cooper Tires for my truck. I was given a $75.00 rebate form for these tires. I did the rebate online. sent all info they asked for and keep getting emails that its missing info and this is not true. THIS IS SCAM BY COOPER TIRES!!! I WILL NEVER BUY THEIR TIRES AGAIN NOR WILL I RECOMEND COOPERS TO ANYONE!! I also have read other complaints on BBB site of others having the same issue with this company over their rebate! I am NOT Happy with this Scam to get people to buy their product and then they keep refusing the receipt to make the customer give up so they keep the $75.00!! Again Scam!!!

  Business response

  04/03/2023

  The Cooper Tire promotion is not a scam, it is a legitimate promotion.  Please call the company that is processing your reward 833-237-5109 and request to speak to a supervisor.  It takes approximately 6-8 weeks to process your submission.  The supervisor at 360 Incentives will be able to investigate your submission and make sure your paperwork is in order.    

• Initial Complaint

  03/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased 8 cooper evolution winter tire’s November of 2022 for 2 different vehicles. Filled all the rebate forms that the garage gave me with all receipts and now 4 months later no rebate. Terrible company since Goodyear purchased them.

  Business response

  04/04/2023

  We have reached out to the reward center on behalf of the customer. They did not receive the customer's original submission but will be contacting the customer directly with instructions on resubmitting their invoices for consideration.

• Initial Complaint

  02/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Cooper tire Rebait program is a complete scam. I Purchased brand new Cooper winter tires 3 months ago and filed all the information required in the claim “cooper tire promotions”. The claim was denied several times then finally approved and has been “under review” it status has stayed the same for months. I’ve emailed several times and have received the odd response stating to keep checking. This is a complete scam. Don’t waste your time. I won’t be purchasing coopers going forward after this hassle.

  Business response

  02/28/2023

  We have released the issuance of this prepaid card for this consumer for this promotion. Cooper Tire was acquired by Goodyear so we had some November 2022 integration issues causing this lateness of issuance of this card. Very sorry for this delay. 

  Customer response

  02/28/2023

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

  I do not have the card/funds as of yet. Just another email promising the approved claim.
  

  Please ensure this gets mailed to me within an appropriate timeframe 1-2weeks (average timeline for mail) 

  once received, I will accept and withdrawal my complaint 

  
  Sincerely,

   

  ****
  
  

  
  

• Initial Complaint

  01/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a set of tires with an expected $70 rebate/reward, was then notified much later that it would be $50 and be sent via email. I very eventually got the "virtual card" with all the activation steps, after playing a several very lengthy games of whack a mole with that system (both phone and computer), I had no luck in making it work. Now, no service, all help numbers are computer prompts only. I want my $50 rebate in a form I can use without all this hassle! Its ridiculous. I can't make the thing work but it states when I use the 800# help line that the balance is now $42 and some change. How can there be a less than full amount when I cannot even get the darn thing to work!!? What a scam. This is from their website: Welcome back *** ********! Cooper Fall USA 2022 Promotion Claim reference # ********** As of today at 11:50 AM: (1-9-23) Your reward has been approved for payment!

  Business response

  01/31/2023

   

  This promotion expired on November 7, 2022 (please see rewards form for this Cooper Fall tire promotion). Cooper Tire still honored this at the $50 which is correct for the tires purchased, a set of (Evolution winter tires equal a $50 rewards). Again, this is the correct amount. The consumer chose a virtual card, but since they can't activate it we will send a prepaid card in the mail. I would like the consumer to verify the mailing address she would like the card to go to. Thanks.

  
  Cooper Tire

  Customer response

  02/01/2023

  
  Complaint: ********
  
  I am told it will take "several weeks" for this "preloaded card" to be sent to me. So no, this is not really settled as I may or may not ever get this card. I shopped online for the tires, all sites indicated rebates and amounts, I was also given the rebate paperwork to get the rebate at the tire sales facility as though it were current. So, ********s explanation is at the very minimum, adding salt to the wound. 

   

  Should I ever get this card with money usuable, I would be ok with settling things. Until then, this response was mediocre at best and done so with a lot of attitude. I got testy with Adam and he relented his attack on whether this should even have been given.  Goodyear recently acquired Cooper tires, a fact I was unaware of prior to this purchase. I will not buy from them again. 
  
  Sincerely,
  
  *** ********

  Business response

  02/01/2023

  I did approve a $50 card to be issued to the consumer and verified the proper mailing address. She should receive this rewards card within the next 3-4 weeks. Thanks.

  Customer response

  02/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: I just now at 2:02pm EST on 2-1-23 got a voice message from 972-986-4100 saying they are issuing a plastic card preloaded within 7-10 business plus about 15 more days and that it would be for the balance remaining on the initial electronic card of $42.59 

  Again, how can I have used any of the $50 when I can't even get it to work??????? Such a joke. ******** my EYE! 
  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. ↩