ComplaintsforNexen Tire America, Inc.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a brand new 2024 Dodge Ram 3500 in January. After only 6,000 miles of only driving locally, the front tire completely blew out for no reason. All the other tires are completely fine. The tire was obviously a manufacturing defect but the company will not take accountability. They were very quick to deny the claim, while claiming they can tell by pictures that the tire had road hazard damage. This is not true and cannot be confirmed by looking at a picture. I then requested a supervisor review the claim but my emails were ignored. It's not acceptable that this company does not care about the safety of their customers nor do they prioritize customer service. They should reimburse me for the tire.

  Business response

  07/09/2024

  Rejected warranty  REF # ********  claim Nexen Quality Assurance determined to have damage consistent with run-flat damage from a road hazard event and not the result of the manufacturing process or design. The customer has submitted images showing tire de that occurs when tire pressure drops significantly enough to allow the wheel to begin to damage the tire's sidewalls. The photos submitted with this claim show the cords of the side wall of this tire cut horizontally around the tire's circumference, this is consistent with damage from run-flat conditions.  
   The  warranty claim, a rejection notice sent to the customer. stated that  this claim was eligible to be resubmitted with additional information supporting the claim that the damage resulted from the tire manufacturing process or design. Nexen Tire Quality Assurance could not find any further records of the customer contacting us to resolve their objection to their claim decision. The customer is still able to either resubmit  this warranty claim with additional information that supports their claim for this claim to have additional consideration. 
  

  Customer response

  07/10/2024

   I am rejecting this response because:
  I spoke with several different tire experts, all which stated there was no way to determine the direct cause of the blowout. They also stated that there was a chance of it being a defective tire due to the condition of the tire and the amount of miles, as this was a brand new truck. It is not possible for the manufacture to rule out the cause being a defective tire based on photographs, especially when I spoke to three different people in the tire business who all confirmed this information. 
  
  

  Business response

  07/12/2024

  Clarification: Runflat damage occurs when a tire is damaged by a road hazard or underinflated for a long enough period to allow the rim to damage the tire. (This is not to be confused with run-flat tires)
  
  In this complaint, the customer is trying to argue that though he submitted a warranty claim with evidence of a tire with run-flat damage that is a non-adjustable condition since there is a near zero chance that this resulted from manufacturer defect, they should be reimbursed. Despite his own submitted images indicating this resulted from road hazard damage, that was allowed to progress until the tire was destroyed.
  
  With the customer-submitted information, we will affirm the original judgment of this claim as rejected due to run-flat damage. 

  Customer response

  07/12/2024

   I am rejecting this response because:
  
  It is evident that this business does not care about its customers or their safety. I do not see us coming to a resolution because they refuse to take accountability. That tire was in perfect condition and EXPLODED out of nowhere and for no reason on a BRAND NEW truck. I will no longer purchase tires from a company who does not put its customers and their safety first. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new 2022 Hyundai Tucson Hybrid Blue on October 29, 2022. I bought it right off the truck, no miles on it. Since owning this, I've completed all set maintenance, as required and recommended, including tire rotations (maintenance records attached). I just went over 24K miles, and at my 24K mile service, the Hyundai dealer told me I needed new tires (photos attached). I was shocked, how can that be? I looked at the warranty information for the tires (warranty attached), and submitted a claim (claim and correspondence attached). The claim was denied and I challenged it under the belief that when you by a new car, anyone and everyone believes those tires will last them more than 14 months and 24k miles. They again denied it and stated that their tires were a special lower quality tire that go on new cars and many of these tires are only warranted for 25K miles. Well, I didn't even make the 25k miles, but I also don't believe this is acceptable and can't be the realistic standard or normal quality. If new car tires only last 25k miles, why isn't this being disclosed? I don't believe that to be accurate and believe the tire manufacture or the dealership where I bought the car from should have to replace the tires or compensate me for them. I'm a 43 year old woman, I'm not some kid out hot rodding around. I drive cautiously and respectfully, and having tires wear out in less that 25k miles is not acceptable, and I don't believe it meets their limited warranty.

  Business response

  01/29/2024

  This claim was sent to the incorrect individual, and this inhibited, Nexen Quality assurances ability's to responded as we where not made aware of this claim until 01/29/2024, we are still willing to respond to this claim if allowed to do so, 

  Contact information for Nexen ***** ******* can be found at this link: ************************************ 

  Warranty related concerns can be set to us via email at ******************* 

  thank you,

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

  Business response

  02/06/2024

  Original Equipment (OE) tires are made special for the vehicle manufactures, the rubber compounds in them are not the standards that Nexen uses on our Replacement Equipment (RE) tires.  Often these changes are made to give an improved ride quality over RE tires, but this is done at the expense of the longevity of the tire itself.  That is why we, like others in the industry do not offer any Tread Wear Mileage Warranty on OE tires.  This claim was brought as a Tread Life claim which OE tires clearly do not have.  Most OE tires, depending on type of vehicle and usage last between 15,000 and 40,000 miles, with hybrid and electric vehicles coming in at the lower end of that spectrum do to the added weight of the battery systems.  This depends greatly on the types of roads driven, the average length of drives, temperatures of the environment and roads driven on, and the consumers driving style.

  This customer was never told that these tires were warrantied for 25 thousand miles, again these tires come with no mileage warranty what so ever.  When the customer wrongly expressed that the industry standard is 40 thousand miles and that there are no tires with warranties less than that I expressed that she was incorrect and that we like other manufactures do make tires that come with only a 25 thousand mile warranty along with budget friendly tires that come with no mileage warranty what so ever..  As to the disclosure of the tires and what is covered on them, the vehicle manufacture and dealership are responsible for giving the customer the OE Warranty description page.  We are aware that consumers are able to purchase extended warranties on tires when they purchase the vehicle where the dealership would cover the tire for a certain amount of mileage, but we are not part of that process.

  This claim was fully investigated and it was determined that there was no defect in material present in the tires and that there was no manufacturing errors in the tires also.  These are the only things that are covered by our limited OE Warranty.  Therefore the claim was denied as not meeting the standards covered by the OE warranty.

  Customer response

  02/07/2024

  I traded the car off.  No longer own.

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