ComplaintsforPriority Tire

• Initial Complaint

  07/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had ordered 4 tires on 7/2/2023 for my truck and was sent 1 correct tire on 7/5/2023 and then on 7/6/2023 2 more correct tires and one tire that isn't even the right size. I called the their customer service on 7/6/2023 and spoke to ***** about their mistake. He sent me and email and I responded with the pictures they requested and ***** said I would have to call back the next morning to get a supervisor to override the ticket to get the correct tire shipped on an expedited manner. I called their customer service on 7/7/2023 and spoke with **** and he refused to connect me to a supervisor and said that this issue does not qualify as an issue for his supervisor. I called back again and the 3rd customer service representative just hung up on me.

  

  Business response

  07/17/2023

  We're sorry to hear that you're upset at the matter and do understand your position.
  With that said, we must say that we believe that you're presenting the issue in an inaccurate, unfair and unbecoming light, as we did try to provide you with assistance in this unlucky situation.
  
  Naturally we do apologize for shipping the incorrect tire, that was a clear and unlucky mistake, but we did immediately offer to help you!
  We offered and provided you with a FREE return and advised that we can go above and beyond our policy to ship a replacement tire once the incorrect tire is at least shipped back to us.
  You were not promised expedited shipping and were repeatedly and politely told that it is not possible, but that we could ship the replacement ahead of time as a courtesy.
  We further offered you a courtesy partial refund for the overall inconvenience!
  
  The matter is in no way, shape or form a case for a supervisor, with all of the agents correctly offering you assistance that you initially refused to accept.
  Per our review of the communication, our agents did not hang up during any phone call - they simply reiterated what the options are and advise that there are limitations to what we can do as well as that there is no point in wasting your or our time with circular discussions.
  
  We did make a mistake and did our best to rectify the matter, but it is up to you to cooperate with us and be receptive to help!
  We do believe that the issue was ultimately solved and apologize to you if we made any additional mistake, but we do stress once again that we were simply trying to explain what can and cannot be done while assisting in the proper means.
  

• Initial Complaint

  06/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 4 new tires from Priority Tire that were damaged. The tires are unsafe to drive on, while Priority Tire was notified no action was made from them. No response, nothing. The cost was just over $1100. Cannot use tires as they very much can easily cause an accident.

  

  Business response

  07/17/2023

  We are saddened to hear that you're upset and do apologize if you received even one faulty tire, but we must point out that we offered you help as soon as you contacted us!
  
  Namely, the only email we have from you is from July 3rd, which is the same day we replied to you on, offering help and explaining the warranty policy.
  Aside from that, we can see that you had left us a 1* review on one of our feedback platforms with no additional context or information - we don't exactly consider that contacting us through the proper channels!
  

  As far as the issue at hand is concerned, all of the tires we sell are New: never mounted, used or modified; legitimate, authentic and without any known issues.
  As such, the tires you received are not expected to have any defect and should be perfectly fine - which is exactly why we're always ready to help when a problem is encountered.

  To do that, we can offer to process a warranty with the manufacturer to the best of our ability, which is exactly what we offered!
  Sadly, as of July 17th, we have yet to receive a reply from your part.

  We urge you to review our email and the warranty process, as we do wish to do what we can on our end to help!

  All in all, we're always happy to help customers and do strive to do so to the best of our ability! Here we did respond once contacted and simply have not heard back from you since!
  

• Initial Complaint

  04/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Priority Tire has displayed negligence and avoidance. Ive submitted help requests through their method on the website, sent emails, and even made use of their phone number ************. I have remained on the waiting que for over an hour with 0 customers ahead of me. This is absolutely frustrating and evidence of poor business conduct. This is now day three of trying to reach this company.

  

  Business response

  05/23/2023

  We must say that we do not have any context about this Complaint, as you did contact us back in April and we did reply to you multiple times, both via Phone and Email.
  
  In the emails provided on the 27th and 29th of April, you were offered help regarding your inquiry about a warranty. We have not heard back from you since, neither via your direct email nor via ******* messaging (if this is about your more recent order).
  Per the communication, you also did reach us via phone as well, despite any difficulties that may temporarily occur amidst heavy call volumes.

  We're not sure when you couldn't reach us specifically or how long you would have had to wait - it certainly shouldn't happen that you're the only person calling and that you don't receive any answer, unless you of course called outside of working hours. Again, delays can happen in busy periods, but we always do our best to reach every and any caller in a timely manner!
  
  With all of that said, we genuinely decline your accusations and do not comprehend what kind of negligence or "avoidance" you're referring to. Our team is always doing its best to help every single customer as soon as and as best as possible!

• Initial Complaint

  04/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered four tires from priority tire . Their sight says ***** . Ordered 4-1-23 . Got two tires on the seventh . Contacted- said lost in mail . So they connected me to someone who had me link my phone. Were trying to get me to open cash app while linked . Order number ************** is not in purchases. They say they will replace them . I put the two I got on and they wobble .don't think they are with ***** Was about to give up . I'd rather lose a little money than all my money . Total purchase price $267.74.

  

  Business response

  05/10/2023

  We can confirm that you did purchase 4 tires from us via ***** under Order ************** and that an unlucky ***** issue occurred, but we did offer help and you ceased communicating with us!
  
  As you implied, part of your order was delivered on April 7th, but sadly the second shipment was lost in transit, with ***** being unable to located the missing two tires.
  You reported the issue on April 11th and we worked to immediately solve it by contacting *****!
  We naturally investigated the matter and, once ***** confirmed they could not find the tires, pursued an escalation and claim with them.
  Regardless of that, on April 14th we did offer you 2 more replacement tires. Per **** policy, we asked you to open either a Return Request or an Item Not Received Request, due to needing to formalize the entire situation>
  
  After that, despite repeated communication on our part, you neither responded back nor opened any of the required case.
  As such, we are unable to provide any Refund or Replacement as we're required by **** to have either of the two cases opened!
  
  To that end, we again urge you to reach us in some form so that we may resolve this and formally help you!
  Once more we do apologize for the unlucky ***** situation and do reiterate that we've only tried to help you with this case!

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  YOUR ORDER NUMBER IS: ****** ORDER INFORMATION ITEM QTY EACH TOTAL ******** ***** 225/45R19 ** 96W XL AS A/S All Season Tire 4 $112.93 $451.72 Sub-total $451.72 Shipping FREE Shipping Coupon - FIRST5 ($5.00) Tax $28.37 Order Total $475.09 YOUR ORDER NUMBER IS: ****** ORDER INFORMATION ITEM QTY EACH TOTAL ******** ***-* 225/45R19 ** 96W XL AS A/S All Season Tire 1 $112.93 $110.67 Sub-total $110.67 Shipping FREE Shipping Tax $7.03 Order Total $117.70 I ordered the first order back in 9/2022 and by December I needed to buy another tire because the first tire was spit by the sidewall. I brought it and it was a manufacturer error. I asked for a refund then and they said that I had to complete a waiver because it was past 90 days. I completed a waiver but never received anything back. I reached out to them this day April 17 2023 and I was told the same thing over again. I explained that this is the second tire that is broken and I shouldn't have to keep calling and getting nothing done about the situation. I currently have safety concerns about driving my car with the other tires that are on it. I asked to speak with a manager and I was refused and said that I had to call the company and request to speak with a manager. However, whenever I attempt to call I am always on hold for more than an hour and then I end up getting disconnected. As of right now, I have a car that has a donut tire on it because I refuse to get more tires if the same issue keeps on happening. At this point, since the company isn't concerned about my safety I am requesting them refund the entire amount back. The company has no concerns about my safety, therefore I don't know how they can back up their own tires they sell when they never even answer the phone promptly when I try to call them. I am very disappointed and I have spent more than 5+ of my own hours complaining to this company with nothing in return but a completely run around where I get nowhere.

  

  Business response

  05/10/2023

  We're sorry to hear that you're upset, but must say that we did offer you help for Order ****** and are unable to do anything if you do not cooperate with us!
  
  As was explained to you, there is no warranty from Priority Tire given for the tires we sell as we're merely a 3rd-party retailer. Instead, every tire has a general warranty (and some may have a special mileage warranty) provided by the manufacturer or authorized supplier, which can be claimed through us. That way we at Priority Tire can help you by conducting the warranty on your behalf, representing any case to the best of our ability, escalating it beyond regular means and striving to provide a positive resolution to any concern you might have.
  
  In this case we only have a single documentation email chain with you from November 2022 where you provided with a list of instructions (with examples) of the documentation required for the warranty.
  You provided with inadequate photos and we explained to you politely what needed to be done to continue the warranty.
  You then told us that you're seeking "mileage reimbursement" and we once more explained that the warranty process is required, with no further reply since.
  
  The situation at hand has nothing to do with management or anyone else - the manufacturer warranty is required and is the only means we have to assist you with.
  If you refuse to process it and cooperate we're left unable to provide a solution for you.
  
  All of the tires we sell should be safe, functional and without any flaw at all; manufacturing defects are not impossible, but to determine whether a reported issue falls under that category we must do the required steps for the warranty to be initiated, reviewed and finalized. Even if this was our own warranty provided by us instead of the manufacturer and even if this was within the 90-day period we'd be required to conduct the warranty and receive some semblance of evidence.
  
  All in all we do apologize for any frustration or inconvenience, we're always doing our best to fairly and conveniently handle any issues or concerns - we only wanted and still want to help you!

  Customer response

  05/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I sent picture of what the tire looked like. I did response even though they said they I didn't. The tired were faulty and there was tire rot within the first few days. I had to then purchase another time and had to waiting, which was inconvenience, to get another tire. Therefore, I bough 5 tires 2 which were faulty. At time point I've had to remove alll tires bought by this company and purchase new tires. I am out a lot of money currently and at this point I just want my money back. This company has been very rude to talk to and there was never any disclosure in regards to a 90 day warranty. I was never told nor did I see any documentation upon the website at the time I purchased these tired where there was a certain time cut off
  
  Regards,
  
  ***********************************
  

  

  Business response

  06/26/2023

  We're not sure what your reply is attempting to convey, as we have already explained that we can only do a warranty claim with the manufacturer and we cannot do it without adequate documentation.
  
  You did reply to our emails, the ones we sent to your personal email and the ones you did respond to at least twice; as such, you did see our instructions and our sample documents to help orientate you.
  You first replied with "Here are the pictures that you requested", despite the attached photos matching neither the clearly written instructions nor the clear example photos. We reiterated what was required in our response to you.
  You then replied with "The tire is not wore out. I'm looking for a milage reimbursement as the tire is only 2 months old and had 2000 miles on it. It had an indication when we got it and now its leaking air and has a buldge" which by itself is not exactly logical or really helpful in any way.
  We then advised you that the only thing we can do is file the manufacturer's warranty but only if we are provided with the required documentation; sadly, you did not respond.
  
  As such, we cannot understand what you're attempting to accomplish by repeating in this Complaint that you "just want your money back".
  We offered you help, we explained all the rules, terms, conditions and circumstances of the situation. Sadly, you did not cooperate as required and we are now stuck unable to do anything.
  
  Ultimately, regardless of any 90-day policy, you're still obliged to provide valid evidence of the issue you report as well as fair documentation that helps identify the tire(s) affected.
  If you can do that we'll be happy to attempt to conduct the warranty in an effort to help you!

• Initial Complaint

  04/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a tire from Priority Tire on 3/30/23, which was delivered on 4/3/23. The tire I ordered was a ******** ***** Sport All-Season size 205/55R 16 91V. When the tire arrived, the ***** label indicated that that was indeed the tire that was shipped. I immediately had it mounted since this was a replacement for a damaged tire and I needed access to my vehicle. As I was driving away from the mechanic, I noticed it was not driving right. When I got home, I checked the tire itself and realized that it was a ******** 4-Season 205/55R 16 with a sidewall size of 94V rather than the 91V I purchased. After some back and forth with management, I was told that since the tire had been mounted, they could do nothing to help me, in essence punishing me for their own error. Of course I would not have mounted the tire had I known it was the incorrect size, which there was no indication of on the shipping label. The tire does fit my car, but it is not the tire I ordered and is different from the tires on my car's other three wheels. By all indications, the correct tire was ordered and shipped, although management acknowledged via recorded phone call that the incorrect model was sent. He continued to insist that no further action could be taken on behalf of Priority Tire. I've attached a screenshot of the email response I received regarding the situation, a photo of the ***** shipping label with the incorrect information printed, and the delivery confirmation email, indicating that the correct tire was shipped. This is fraudulent activity and I just want the correct tire to put on my car.

  

  Business response

  05/03/2023

  "We earnestly apologize for any and all inconvenience regarding your order, but we do have to point out that our response was in accordance with advertised terms and conditions, as well as in line with expected behavior!
  
  Namely, although we do acknowledge that the incorrect tire was sent out by accident, our policies clearly outline that we cannot accept back any mounted/used tires. Further, they do outline how the Customer is obliged to inspect and verify the condition and make of any and all received tires, so as to ensure that there are no issues or discrepancies of exactly this nature. We do not bring this up to excuse our mistake, rather we do point it out as not only our formal policy but also as something we feel is common sense for receiving something as important as a tire.
  
  Under normal circumstances we can certainly accept the return and in fact provide it for Free, but since the tire was mounted and used, that is simply not a possibility.
  
  Obviously we do disagree with and deny the accusation that this is fraud in any way, shape or form - we clearly intended to ship out the correct tire but simply made a mistake by pure accident, which we were not able to rectify since you voided the terms and conditions required for a return.
  
  We'd be more than happy to work with you to offer some other form of courtesy for the inconvenience caused, however, we are not able to accept the tire back for a return due to the aforementioned circumstances."
  
  Thank you for your understanding and help.
  

  
  

  Customer response

  05/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  The tire was incorrectly labeled which is the only reason it was mounted in the first place.  The mistake was entirely the fault of the business, who fully acknowledged that they sent the incorrect tire.  There was no reason for me to suspect that the tire was incorrectly labeled and therefore had it mounted.  I did not discover this error on the part of this company until after I drove away after the tire was mounted.  there must be some accountability taken on behalf of the company, due to the fact that this was entirely their mistake. Sometimes situations require exceptions from the rule in the case of errors that were beyond the customers control. This situation should be about making the customer happy, and I have had plenty of businesses willing to make exceptions in order to provide excellent customer service. This is fraud in the sense that I was sent the incorrect tire, labeled incorrectly, yet I suffer for the incompetence of the company. Simply put, the inability for this company to take responsibility for their mistake is extremely bad business practice at best and straight up fraud at worst. If I lived in Pennsylvania, I would certainly be going to small claims court and I’m terribly upset that I don’t live closer.  I’m certain a jury  would side in my favor.

  Regards,
  
  *************************

  

  Business response

  06/26/2023

  We do respect your point of view and once more apologize for the original error.
  
  With that said, we do again insist that this is in no way "fraud" and do ask you to not insinuate as such; you did not receive what was advertised due to pure accident and unlucky mistake, that much we apologized for and assured you was not on purpose. As such, there cannot be any "fraud" and it is deceitful and unnecessary to accuse of it.
  
  Exceptions can certainly be made in certain cases, but we simply cannot accept back any mounted/used tires; that is clearly and strongly outlined in our policies.
  
  Finally, although the incorrect tires are not your fault, both you and your installer are required to review the tires before they are mounted. Had that been done, we'd been able to provide a Free Return and appropriate exchange.
  
  Per our previous response, we did reconsider our previous response and did offer some form of courtesy/compensation with the best intentions. Again we reiterate and advise that it is possible in the form of a partial refund or store credit, but as is stands a return is not possible.
  
  We do apologize again for any inconvenience and thank you for your understanding.

  Customer response

  07/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I was never compensated or offered compensation in any way for the error made by this company despite the new claims being made.  No partial refund or replacement were ever offered.  I demand proof of said offer.  I would have gladly accepted any compensation, partial or otherwise, to resolve this matter favorably and I would not have furthered my complaint if there was any offer of resolution.  I stand by my claim of fraud.  The error was entirely the fault of this company and the only unlucky part about it was where I chose to purchase my tires.  Recently I purchased ******** and although its against their policy to issue refunds when a product is opened, they STILL refunded me in the spirit of customer service.  There is absolutely no reason exceptions cant be made in extraordinary circumstances.
  
  Regards,
  
  *************************
  

  

  Business response

  08/03/2023

  We do respect your stance and understand your frustration.

  Once again we reiterate that accusations of "fraud" are uncalled for and inaccurate, which we certainly do not appreciate.
  Similarly we once again confirm that the error that had occurred was just that, an unexpected error with the shipping process - we did not purposely send you incorrect tires.
  We did also initially offer help but did advise that a return of a mounted tire is not acceptable, which is true for any and all circumstances; had we provided the return, we would have been forced to apply a restocking fee.

  With all of that said, we do acknowledge that the situation could have been handled with more care as well as that there was a communication issue regarding the courtesy offer.
  Naturally we are not happy about that and will take measures to learn from these mistakes and perform better, exactly in the spirit of customer service as you imply.
  
  Thank you for your patience and sincere apologies for any unwanted inconvenience.
  

• Initial Complaint

  03/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was sold 5 year old ****** trailer tires as new. I did not notice it when they arrived but my installer showed me the date of manufacture stamped on the tire when I went to pick my trailer up. I ordered them on 8-13-22 they arrived on 8-22-22 but did not get around to installing them til today March 20 2023. One was stamped 2017 and three others were stamped 2018. For now I am out the tires and the installation cost. They are hard to contact live so I have sent texts and e mails and waiting for a response. I asked for 4 new tires and the installation cost . Update 3/22/23 they asked for pictures and proof delivery which I provided and they have since gone silent. If they resolve this problem I will definitely update this post if there is no resolve it will stay.

  

  Business response

  04/20/2023

  We certainly do apologize that you had issues reaching us and had to wait longer than usual to receive the first few replies. Once we did get in touch with you, we continued doing our best to ensure that we reply to you in a timely manner!
  
  With all of that said, as we've since explained directly, we must say that this complaint is not really valid.
  
  As was explained to you carefully and accurately, the tires are completely as-advertised by the Terms and Conditions you agreed to.
  Namely, all of the tires we sell are NEW - never mounted, used or modified, sold in their original and untouched condition, being kept in climate-controlled warehouses until they are shipped to any customer.
  Yes, most of our tires are no more than 2 years old (often younger), but some older tires are sometimes available in our many warehouses. Sometimes specific tire ages are given on our listings, but in most cases (like yours) there was no guaranteed or advertised age.
  
  Instead, we only advertised that you would receive safe and functional tires - which you certainly did get!
  Saying that you are "out" of the tires and their installation cost is not really sensible at all, since you did mount the tires and are using them without any concern.
  
  Further, you did accuse us of fraud (not applicable) and selling illegal tires (not applicable), which we did refute in detail, explaining to you that the tires were not only received as-advertised but also assuring you that, in practical terms, you can safely use them for years to come. Indeed, everything we reference is publicly available and disclosed, nothing is hidden or otherwise not fairly advertised to customers. Certainly you not only can but are obliged to acquaint yourself with all Terms and Conditions, as well as inspect any tires you purchased upon receiving them.
  
  We did elaborate that a FREE RETURN as a courtesy would have been able if you had contacted us within our 90-day return policy, but sadly you contacted us much later and after the tires had already been mounter.
  As a courtesy we did nonetheless offer a 5% discount on a new sale of any tires.
  
  All in all, we must reiterate that you received safe and functional tires that you can use for a long time without any issue, but also firmly dispute that there were any misdeeds or mistakes on our end, as everything was done as expected and as advertised!

• Initial Complaint

  03/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 2 tires from *** ****.com internet site, not realizing that *** **** only offers a 60 day warranty on ANY online purchase including tires. TOTALLY unacceptable. *** **** claims that Priority Tire was the dealer, Priority Tire claims. that they refuse to honor manufacture warranties. Manufacture claims that dealership is responsible for ALL warranties, and that they refuse to sell tires to *** ****. Anyway, I bought 2 tires. ******** ****** 185/65R14 86H Snow Winter Tire Total = $155.70 including tax and shipping via *** ****.com, a local *** **** installed them and had problems, after 4 visits, I took the car to a different shop, same issue, over 3.5 ounces of weight per tire. Just under 3 months and tires are destroyed, mileage was well under 3500 miles. I expect a refund, after well over 20 emails back and forth, Priority Tire seems to think, that a 57 year old Male driver was RACING these tires, and destroyed them... Really... I drive like a grandfather... Yes the car is a 2 door Red ******* ******, but that makes no difference... The tires were DEFECTIVE, due to refusing to balance and should have been REFUNDED or replaced IMMEDIATELY.... Priority Tire absolutely refuses to answer the phone, tried for several days multiple times a day, and absolutely refused to answer, voice mail is terminally broke, and emails go unanswered. I called ******* 3X According to the Manufacture of the tire. These are warrantied for 5 years. All Accelera tires carry a five year limited warranty that covers workmanship and materials issues ********************************************************* *************************************** Buy Priority Tire absolutely refuses to honor warranty on these tires. And *** **** absolutely refuses to warranty these tires..... Not sure what planet these folks are living on, but a warranty is a warranty, and MUST be honored by the selling dealer, or distributor. I want a 100% refund, and apology, or 2 equal NEW tires.

  

  Business response

  04/14/2023

  "We're a bit confused by your chaotic description of the events, but can certainly dispute it with ease, as you've mischaracterized the most relevant parts of the situation.
  
  Chiefly, PriorityTire never denied either any responsibility nor requests to help  - we simply told you that we do not provide warranties ourselves but that we instead always file the one that the manufacturer provides.
  All of the tires we sell are new - never mounted, used or modified - and should not have any defect, with us immediately offering help when you reported the issue, despite that happening outside of our own return policy.
  
  To that end we did file the warranty and conducted it to the best of our ability - and the warranty was denied as you had failed to provide all of the clearly outlined and explained documentation.
  It didn't help matters that you provided us with different stories when we communicated with you, for example mentioning how ******* installers/machines were at fault (thus voiding the warranty) or incorrectly stating that your installer "cannot provide a statement" about the issue.
  Of course, you also used foul language and acted in an unbecoming manner while dealing with us, despite our efforts to help you. Spamming on unrelated social media posts and threatening lawsuits is also anything but appropriate!
  
  We definitely agree with you that a warranty is a warranty - but we're not sure why you think that a warranty doesn't need to be investigated, reviewed and approved only when and if adequate evidence is supplied.
  We also concede that our phone line was quite busy at the time, leading to longer than usual hold times, but to accuse us of purposely not answering the phone or ignoring your communication is absolutely unfounded, baseless and inapplicable. It certainly did not prevent us from helping you in a timely manner.
  
  All in all, with the situation now resolved due to some unexpected occurrences that are not directly related to us, we'd like to reiterate that we did everything and anything needed of us, completely in line with any and all advertised terms, conditions and policies, in the best effort to assist you. We fully sympathize for any and all inconveniences you experienced, but it is clear that we conducted ourselves professionally in an attempt to assist you."
  

  
  

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased what I thought to be brand new tires back in April, 2022 and recently (February 10, 2023) had the front passenger tire blow out on me and the rear passenger tire have a bubble on the sidewall. I contacted Priority Tires and explained the situation along with pictures of the tires. I had to buy 2 new tires and provided them with the receipt but to no avail. It seems like I was sold defective tires and they are not willing to correct this issue. I am requesting for a refund on the 2 tires or even replacements.

  

  Business response

  04/14/2023

  We must dispute your accusations with a fairly simple response - we offered you help and requested documentation about the issue, but you advised us that you disposed of the tires.
  There is simply nothing we can do if you are unable to provide anything close to adequate documentation about the issue.
  
  As was clearly advertised originally and explained to you when you had contacted us, you did purchase new tires without any known or expected defect.
  They were however sold without any warranty from us, which means that you need to go through the manufacturer's warranty process, which we are happy to process on your behalf to the best of our ability.
  To process that warranty, like absolutely any other, it is required to provide adequate documentation of the issue and merchandise in question.
  
  Although you certainly did provide some photos of the tires, that sadly is not even a quarter of what is required to properly identify the tires and research the reported issue.
  We can even advise that we did contact the manufacturer on our own in an attempt to resolve this, but were indeed rebuffed due to the lack of documentation and the likelihood of the issue being caused by a road hazard.
  
  To that end, although we understand that you're upset that you had disposed of the tires, there is simply no justification in providing you with any type of refund or replacement almost a year after your purchase, when there was no evidence provided for neither the nature of the issue nor for the identification of the tires in question.
  
  We can only apologize if the tires you received from us ended up getting damaged or potentially had some type of defect, but we did offer help to you and did not receive anything of what was required."
  

  
  

  Customer response

  04/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Of course a multi-million dollar company is not going to be considerate and understand! No where on your website does it clearly states procedure of such! Have you ever consider the time this unfortunate situation occurred? It was night but I am suppose to go to your website in time of crisis and find out the proper process of filing a complaint? Really?? Give me a break.  I acted just like any other person would but you expect me to take the tires with me (mind you I was shopping) and had no room to bring back with me.  The fact of the matter is I purchased what was supposedly NEW tires from you and it turned out that they were defective! Own it, do what's right, and then I would look at you differently! Until then, I will never do business with you and will continue to leave negative feedback! Will losing me as a customer have any affect on you? Probably not but I guarantee you this...Word of mouth and leaving negative feeback will! 
  
  Regards,
  
  *************************
  

• Initial Complaint

  03/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received tires from Priority Tires after having to call and threaten to cancel order because status **** shipped and would have a certain date yet 2 days after that date still didn't have Tires. Callled and found put they were still sitting in warehouse so wanted to cancel but the representative (2nd one spoken to) wouldn't let me and said he will get Tires to me in a day and yes that happened. Tires came in and we had them placed on car however notices when we tried to get up speed (50+) car would shake and when stopped it bounced. Took back to mechanic and he rebalance. Next day same thing. I co tasted Priority and let them know problem..no response. Took car back to mechanic and he tried again to mo avail. Stated that Tires are bad. I tried calling but I would go from caller 9 to caller 16 whe waiting so I emailed. Asked for paperwork and sent that. Waited and still no response from Priority. Finally got through to a representative and they said they cannot do the "90 day money back guarantee" or honor their "No hassle Returns" as states on website because we had Tires put on car. If they weren't put on car we wouldn't have known there was a problem!!! They said we can do warranty however we already purchased other tires because ...well we needed tires!!! Just want our money back for bad tires sent to us!!

  

  Business response

  04/14/2023

  We earnestly apologize about the original shipping issue and assure you that we've been trying to do everything on our part to assist you regarding the reported issue.
  
  Firstly, there is no debate, the order was formally marked as shipped on the 16th, with our Warehouse insisting that they had forwarded the tires to ***** on the usual bulk trailer, which could explain the delay as sometimes ***** fails to scan the tires quickly.
  The Packages only started moving on the 20th and we ultimately were unable to confirm what the cause of the delay was, however, since then precautions have been taken to improve the overall shipping operation as well as our phone line, which was definitely congested at the time!
  
  Regarding the tire issue, we'd like to clarify and confirm what was explained to you in our direct communication both before and since you posted this complaint: all of the tires we sell are New and should not have any defect, but as 3rd-party retailer we do not provide any warranties and can instead only assist you by filing the Manufacturer warranties. This is all disclosed on our website alongside and related to the 90-day return policy, there is no intent to hide or mislead you or anyone else. No, you cannot ahead of time know about any "hidden" issues, like the ones that would cause a tire to shake excessively, but that is why the warranty process is there to help you.
  
  As you're aware, we've indeed been trying to help you by gathering any and all requirements from the manufacturer, forwarding them and doing our best to represent you positively in the warranty. As of this moment we've not received all of the required documentation, but once that is done, we'll be able to escalate the matter and provide you with a resolution.
  
  All in all there was no intention to cause you any issues and there are earnest efforts to help you despite the challenging situation. We'll continue doing what we can to assist you adequately and we do apologize once more for any and all confusion or inconvenience."

  Customer response

  04/21/2023

  I was bullied into keeping the order for these tires after they failed to ship on time. If I didn't call to check on them they would probably have sat in the warehouse.  The website says "HASSLE FREE RETURNS " and that is a lie, cannot return tires even if bad tires were sent. I would not have know they were bad if not mounted so them saying can't return after mounted is absurd! I notified them the very next day the tires were bad so it's not like I drove on them for weeks...it was next day!!! I had to purchase new tires from tire shop because these would absolutely, after numerous tries, would not balance and now I can't get my money back for these bad tires!!! Thus company is a rip off!!! 

  Ok 
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *************************

  

  Business response

  05/25/2023

  We genuinely don't know what you mean by "bullied" because all we were trying to do was ship the tires on time and fix the issue once you contacted us about the shipping delay. There is no indication that you requested a cancellation nor do we ever "force" customers into accepting orders in any way. Due to the delay a Free Return would have been possible to, had you contacted us after the delivery.
  
  The warranty process is straightforward and we have provided you with all the required instructions, with example photos, multiple times. It's understandable that it can take some time to gather all the required details, but after several months that was never done on your part, forcing us to file an incomplete warranty.
  
  Sadly, the warranty in question was denied, both because of the lacking documentation on your part and because the manufacturer confirmed that the tires were produced properly; they were even balance-tested before being sent out to retailers like us. As such, we'd need strong evidence for each individual tire (and from each of your balancing attempts) to even have a chance to dispute the manufacturer's claims and to prove the issue that you had reported.
  
  Naturally balancing issues are unable to be known before the tires are mounted and you did contact us once you did encounter the issue, but likewise the tires are not expected to have any issue and that is why the warranty is a must, so that the apparent issue and tires can be documented, tested and proven. Our Return Policy clearly outlines that returns are not available for mounted tires and therefore it is inapplicable to cases like this.
  
  Ultimately we do apologize again about the original shipping delay, it was an unlucky situation, but we did do what we could to resolve it and help you with the ensuing warranty procedure.

  Customer response

  06/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  This is NOT true. When I called about my shipment not being received I told the guy on phone I wanted to cancel due to not receiving and he wouldn't let me..that was being "BULLIED"!! Then the day the tires were put on the car we noticed the problem and called/sent emails and since that very 1st day we have complained.  We took back to mechanic multiple times to chexk balance and he took them off the vehicle and put on the machine and they wouldn't balance on the machine so these are bad tires!!! You just don't want to admit and keep my money for crap tires sent to me. I had to purchase new tires at over $500 to put on vehicle to make problem go away so I paid over $300 for your no good tires and $500 for good ones. I sent all the documents requested twice if not 3 times. Thus was  just a delay tactic by your company. On the website it stated right on front page "NO HASSLE RETURNS " but that is a lie!!!! This has been a nightmare!   I will continue to post on all review websites I can to make sure others do not get scammed like I have!!!!
  
  Regards,
  
  *************************
  

*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. ↩