Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Nexen tire on March 21, 2023. My truck has vibrated since installing tires. Had them rotated and balanced numerous times. September 2024, another tire shop identified the tire as being out of round. I submitted a warranty claim (ref # *********). The tire Mets warranty requirements, as shown in the pictures in their claims portal. September 26, 2024: Nexen replied stating tires were worn at 2/32nd”, but my photo submitted showed 7/32” remaining. Also, my tire was worn evenly, but Nexen attempted to contradict it based on a photo. Resolution is to refund cost of tire: $195.00

  Business Response

  Date: 10/04/2024

  Your claim is not eligible because the tires are worn beyond the first 2/32” of tread and past the 1st year. The original tread depth was 15/32”, and your current tread depth is 7/32”, meaning you’ve used 8/32” of tread, which shows significant wear. There is one-sided wear on the tires, which is causing the vibrations. One-sided wear is not covered, as it results from mechanical issues or lack of proper tire rotation. Ride disturbance claims can only be accepted during the first year and within the first 2/32”. The customer used the tires for 20K miles and the remaining tread was measured at 7/32” in the center of the tread. Based on the photos the tire has one side wear. Given that the tires have been used for 20,000 miles, this is considered sufficient usage. I have attached the 2023 (the year of install) warranty booklet and pictures of the tire customer is claiming. 

  Customer Answer

  Date: 10/04/2024

   I am rejecting this response because: two tires have now separated. According to the tire warranty, with a 50k warranty, and with 20k miles used on the tires, I am responsible for 40% of the cost. Nexen is responsible for the remaining cost; therefore, Nexen’s responsibility of the faulty tire is at least $115.05
  
  
  

  Business Response

  Date: 10/04/2024

  The original case was reviewed for ride disturbance, tire separation is a different concern. If you would like to submit a claim for tire separation we would be more than happy to review it. We will need photos of the first tire’s separation concern. We need the following for the second tire you would like to claim:

  1. Tread photo
  2. Photo of tire with brand name and size 
  3. Remaining tread depth measurement photo
  4. Invoice of the purchase of tire
  5. Photos and explanation of tire concern/purpose of the warranty claim
  If the concern is not visible on photos we can ship the tire back to us at our cost.
  
  Please send photos to ********************

  Customer Answer

  Date: 10/07/2024

   I am rejecting this response because: the original complaint was belt separation in the tire, which led to the vibration/disturbance, all of which was annotated in the warranty claim and the original BBB inquiry. Photos were sent for a third time to the email shown in the company’s response. The second tire is not in question since it was changed without photos (due to emergency at the time). 
  
  
  

  Business Response

  Date: 10/07/2024

  
  Sorry for the confusion, the original case was for out of round vibration with no mention of tire separation. Based off the pictures you provided we are unable to confirm the tire separation. The results of tire separation typically display some form of deformation. Are you able to send more pictures showing the tire separation concern, also do you still have the tire? If unable to confirm the concerns via the picture we would need you to send the tire back for further inspection (This would be at our cost).  
  
  In regards to the second tire claim, we can take into consideration if you can provide an invoice for the replacement tires. 

  Customer Answer

  Date: 10/09/2024

   I am rejecting this response because: the tire shop discarded the tire, but I will acquire another statement from them about the tire separation in the rear wheel. 
  
  
  

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  These Nexen Rodian H5 tires came new on my 2022 Ram 3500. I have had 2 tires in separate incidents (both front) where it appears the belt separate internally causing the tire to be out of round and dangerous. This happened to my wife on a trip from ****** to *******. The tire wobbled so much that she could only drive 50 miles per hour. Then just two days ago, the same thing happened to me while pulling my boat from ****** to **********************. My wife was in the truck with me and immediately sensed the same wobble. We drove another 10 mile to a safe location. Put the spare on and the problem went away. These tires are DANGEROUS!! I will never buy them again. To be truthful, they came on my new truck so I didn't have a choice. When you look at the the tire it should have a flat face/ tread pattern. The tires I had were Bulged out and were rounded. I am surely not the only person having this problem. I can see one tire having an issue but not two. These tires are unsafe and dangerous. These tires are putting my life and my family's life in danger and I am ****** off and ANGRY. They should be recalled now!!!!*****

  Business Response

  Date: 07/15/2024

  A warranty claim was never filed with us on these tires, this customer never reached out to us about any issue with these tires.  This is the first that we have been made aware of it.

  The customer is free to file a claim with us at our website:  ***************************************************************;

  Once we receive that claim with all the data that is requested we will properly review everything that the customer states is wrong with the tires and make a determination on warranty coverage.

  As for these tires needing to be recalled, we properly file all claims on tires with the ***** once per quarter and there has been no need of any recall determined by them or us on any tires we manufacture.

• Initial Complaint

  Date:07/08/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date: 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 Answer

  Date: 02/07/2024

  I traded the car off.  No longer own.