ComplaintsforPriority Tire

• Initial Complaint

  03/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased 2 tires thru ****** from this company. I let them know only 1 tire was delivered with no packing slip. I asked for either another tire or partial refund. I used 1 tire.

  

  Business response

  03/14/2022

  Apologies but in this case we did ship you two (2) Tires and we never received any relevant response from you to allow us to help you.
  
  You did tell us that you only received one (1) Tire - we asked you for more information but we never received anything close to a helpful response, as you just kept telling us that you received 1 Tire and kept asking for a Refund or an additional Tire, for free.

  Given that we did ship you 2 Tires and that ***** shows that they delivered 2 Tires, we needed some type of explanation and/or evidence to try and dispute the delivery or even look for the supposedly missing Tire.
  As you did not respond to our questions we were unable to attempt any type of escalation with *****.
  We did call them using our Premier Business line to investigate and they advised that everything with fine with the delivery, as well as that 2 Tires were delivered.
  Due to your aforementioned lack of cooperation we were unable to take the matter further.
  
  Then you contacted us 2 months later, once again without any explanation, evidence or desire to cooperate; once again you asked for a Refund or an additional Tire for free, yet showed no desire to cooperate with us.
  
  Keeping in mind that you also left us a bad feedback on Amazon before even contacting us and giving us a chance to help you we are led to conclude that you are either being untruthful about this matter or simply have no desire to work with a merchant, expecting a Refund or free item without any justification.
  
  As a result we do not have anything further to do in this case: you purchased 2 Tires, we shipped 2 Tires and ***** delivered 2 Tires. We have no reason to believe otherwise and due to your behavior we have been given no reason to provide accommodation.
  

  

  Business response

  05/11/2022

  Apologies but we sent you numerous messages throughout the period in which you reported the issue of only receiving 1 Tire.

  We never received any type of detailed explanation or evidence that only 1 Tire was delivered.

  When we communicated with ***** they only provided us with evidence of successfully delivering both Tires.

  As such we could not possibly send you an additional Tire for Free when ***** is explicitly disputing your accusation that they only received 1 Tire!
  Indeed that is why we asked for more details from you in hopes of resolving the matter.
  
  Sadly, as we advised you in our most recent communication, we could no longer attempt any type of ***** dispute or investigation after 60 days had passed from the Delivery Date.
  
  We simply cannot ship an additional Tire for Free without any clear indication or evidence that ***** actually lost a Tire.

  At the end of the day, between offering help regarding this apparent issue, explaining the possible steps that can be taken and providing you with a Free Return, we do feel like we correctly approached the situation in an effort to assist you.
  We do apologize for any inconvenience but we cannot assist our Customers in situations where they do not give us the minimal required information to proceed.
  

  Customer response

  05/17/2022

  [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 never received my items!
  
  Regards,
  
  *****************************
  

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought tires for my car from ****** which came from a third vendor Priority Tires 12/27 I didn't put the tires on my car until 1/6/22 not even 2 days later my front end of my car was shaking took it back to the tire shop was told I have a defective tire that has a bubble in it called ****** and Priority tire to either get a refund or a New tire and I am getting the run around I also have dates and receipts.

  

  Business response

  02/24/2022

  Apologies, but as we clearly advised in all of our communication with you, we cannot accept a Return for damaged Tires.

  The Tires we sold you were sold in New condition: never mounted or modified, completely New and untouched.
  They should and cannot have any defect.
  
  When you reported the issue we asked for detailed documentation of the supposed issue.
  We forwarded everything that you sent to us to the Supplier and Manufacturer for review; regrettably, they denied the Warranty Claim, citing that the provided data does not show that any type of manufacturing defect was involved.
  
  As a result we cannot provide a Return for a Replacement or Refund, as we sold you New Tires without any defect and with no extended warranty.
  Given that the Tire you are reporting has damage that was likely caused by a road hazard and that the Order is a few months old at this point we are unable to accept it for a Return.
  
  We genuinely apologize for any confusion or inconvenience, but we must reiterate that none of the information thus far provided indicates that the Tire was defective prior to the sale.
  
  Thank you for your understanding.
  

• Initial Complaint

  01/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  purchased tires for a vehicle on 9/23/2021. The tires were not going to be installed until 12/14/2021 when i realized the tires are not correct. Priority tires return policy is 90 days for a full refund, i started a return on 12/14/21 and received an email stating the return is authorized and i will get a refund once they receive the tires back. I used their shipping label with a ***** tracking number ************ witch shows the tires were received on 1/6/2022. it is now 1/24/2022 and i have send multiple un-returned emails, and multiple phone calls where i am on hold for over an hour with no one ever answering the phone.

  

  Business response

  01/31/2022

  We do apologize for the delay in the return process but we do wish to point out that we did respond to your every email and that the Return will still be honored as promised!

  Firstly, we did accept the Return and provided you with a Return Label as per our arrangement.
  The Package does show as returned back to our associate Warehouse and we have asked them multiple times to confirm which Tires were returned and in what condition they are in.
  This is usually an easy process as one might imagine, resolved within 24h; however, in this case, a few complications have occurred and as such we are still awaiting a formal response from the Warehouse.
  In most cases we would immediately step in to give a Refund - however, due to this Order being from September and the Tires being in your possession for 3 months, we do have to formally confirm the return in full before being able to proceed.

  Secondly, we did respond to your every email; we've sent you at least 4 emails in the 10 days leading up to this Complaint being posted. You even responded to some of them!

  Thirdly, we do apologize for the longer than normal hold times on our phone line; we are currently dealing with a surge in incoming traffic and simply cannot reach everyone in time despite our best efforts. We're trying to adapt to the current conditions the best we can.
  
  Overall, as advised to you recently, we will definitely be happy to honor the Return as advertised - but we do need to formally confirm the Return with our associate Warehouse to do so.
  We do promise that we will escalate this matter and resolve it as soon as can be!
  

  Customer response

  02/14/2022

  [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 understand i had the tires for a few months before my customer came for them and realized they are incorrect, however the return was within your acceptable return date. therefore i do not agree i should have to wait over a month to get a refund after you have received the tires back. You accepted the return, and held my money after receiving the product back for over a month that is just unacceptable for any business to do. Lastly, please go through my emails. There are times i sent multiple emails with no response for MULTIPLE weeks. Its not acceptable that I cannot reach anyone by phone, let alone wait weeks for a response to an email. 
  
  Regards,
  
  ******* ****
  

  

  Business response

  03/17/2022

  The full refund was issued 5 days after this Complaint was filed and responded to.
  
  We do agree that delays like this should not occur; in most cases the Return is confirmed and the appropriate Refund/Replacement action taken within 24h of receipt.
  In this case, for one reason or anoher, the Warehouse in charge of the Return had massive delays due to a few unforeseen factors, leading to the delay.
  We'd usually look over that and issue a Refund anyway, but in this case we simply had to wait to receive a formal confirmation from the Warehouse in question due to the age of the Order.
  
  So, the validity of the Return window was not in question; we simply needed to confirm each Return, which is what we indeed did here after the unexpected delay. Exceptions can be made, but that was not possible in this case due to the Age of the Order.

  With all of that said, we do agree that all emails and phone calls should be answered promptly; when all is well, we answer each phone call within 5-10 minutes and every email within a few hours.
  At the time, unluckily, there were quite a few factors that led to slower response times, chiefly a combination of untimely employee leaves due to illnesses and simply an inordinate amount of incoming traffic.
  
  All in all, we do apologize for any unwanted and unintentional inconvenience related to the delay and assure you that it is not representative of our usual performance.
  In fact, we have since taken measures to further improve every aspect of our service.
  

• Initial Complaint

  01/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  order:****** I order 2 ******** tires for app. $400 on Jan 11th and use the installers on their website near my area which was a *** *** shop. I had an appointment on the 22nd of Jan , they could not find my tires. they have no system and NO NAME on any tires. Priority tires should not have this installer on its website. i spoke to priority tires support who send me a proof of delivery and told me that it was not their problem . I bought my tires with them using their installer on their website . it is too easy to now tell me they do not know and are not affiliate with them.

  

  Business response

  01/31/2022

  We do deeply apologize about this unexpected issue, but the situation has thankfully been resolved since you reported the issue (even a day earlier, actually)!
  
  The *** **** location is reputable, but we will certainly monitor them and other similar locations going forward to ensure that they perform as expected and do not cause our Customers any inconveniences.

  In this case we did reach out to them and they did clear-up the confusion, confirming that they have the Tires and are ready to provide them to you!
  We do apologize on their behalf for the odd situation, but the Tires are certainly available for an installation at this time. You simply need to organize the most convenient installation time with them.

  We do also wish to clarify that we certainly did not tell you that the situation is not our problem - had *** **** not found the Tires we would have been more than happy to escalate the matter and get to the bottom of the issue.
  What we were trying to convey is that the Proof of Delivery did show a successful delivery and thus there should have not been any issue - sending you the documentation was simply the first step in trying to resolve the matter.

  Overall we will certainly take this experience into account and make adjustments internally to avoid similar occurrences.
  
  Thank you for your understanding and patience!
  

  
  

  Customer response

  02/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******** ******
  

• Initial Complaint

  01/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 02/2021, I purchased two tires from Priority Tire, but I accidently ordered the wrong size. Their website offered free returns, but when I tried to return them, they tried to charge me $76.00 for return labels, which I refused to pay for. I filed a dispute with ********, and they gave me a credit. I just found out, that without my knowledge, the credit ******** gave me had been revoked. So, I want a refund, and they can take the tires back, at their expense.

  

  Business response

  01/31/2022

  Apologies but we quite literally never offered Free Returns for "Changed my mind" and "Buyer error" situations; in fact, our Return Policy and Terms literally never mentioned Free Returns in any way, shape or form.

  Nowhere on the listing of the Tires you purchased or in general anywhere on our website is a Free Return advertised in any way.

  You purchased incorrect Tires and we advised you that we will accept the Return without any restocking fee; we asked you for a few basic photos to simply verify what was received.
  Then you suddenly became hostile, behaving in a completely irrational and hostile manner, cursing at us and directly insulting us.
  
  We did not "try to charge you" for anything, we explained that we do not offer Free Returns and that you have to send the Tires back to us at your own cost, convenience and organization.
  To try and help you with that, we simply offered our own more affordable ***** Return Labels (available due to our ***** Premier Business account); they were not forced upon you in any way, we quite literally only offered it as a (most likely) least expensive alternative.
  
  Your fraudulent payment disputes with your financial institution were indeed denied twice; this is why your funds were "revoked", as even your financial institution could see that you were completely in the wrong and had literally no argument in the matter.
  
  The irony in all of this is that we could have provided you with a Free Return as a courtesy, had you simply politely asked and been friendly to us.
  
  As it stands the Return is no longer available and we will not provide any Refund even if you do return the Tires to us at this point, given that our transparently advertised 90-day Return Policy has long passed.
  

  Customer response

  02/14/2022

  [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: 16470117
  
  I am rejecting this response because:
  
  When I purchased the tires, their **** web ad clearly advertised free returns for any reason, even if you just changed your mind.  Priority Tire is just making up lies to be deceitful.  I never acted hostile, irrational, or cursed at any of their employees.  I purchased the tires with my Discover Card, and have given the evidence to them, including a full page **** ad, which clearly states free returns for any reason, so they need to reimburse me, and pick up their tires, at their own expense.
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  

  Business response

  02/15/2022

  The customer states now that he noticed that on our **** web app it clearly states free returns; and that is correct!
  However, the customer purchased the tires though our website directly, not though out **** store, where the return policy is different, and clearly stated within the Terms of Sale page openly available to everyone who visits it.

  The customer is now seemingly attempting to gain advantage by somehow trying to intertwine two different platforms and policies, and that is simply not going to work; out website policy (from which the customer purchased), and your **** policy are different.

  As mentioned previously, the return window is no longer open, as 90 Days have long passed, therefore we refuse to accept the items back, and if the customer does ultimately return the tires back, we reserve the right to decline any reimbursement, again, as per our policy.

  To make everything clear, all of our actions were within our policy, and the customer seems to have unfortunately not informed himself well enough upon it.

  Thank you kindly.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased two vehicle tires from this company on November 24, 2021. The company stated the tires had been delivered to my address. When I got home there was so package or tires at my residence from this company. I contacted the company , they were extremely unhelpful and did not want to return my funds paid for the order. The company filed a claim with the shipper but the claim was denied due to lack of information from the company. I would like full compensation from the company.

  

  Business response

  01/31/2022

  We do apologize sincerely for any inadvertent inconvenience, however, we must advise that we did ship and fulfill this Order as exactly as needed!
  
  The Order was shipped out to you via ***** Home Delivery and delivered to the Address that you provided to us.
  ***** confirmed this multiple times to us, despite our escalations using the ***** Premier Business account at our disposal.
  

  We did work with you to collect any and all details and helpful evidence about the apparent issue; you were not able to provide much to us, but we nonetheless submitted all of that for a Delivery Dispute with *****.
  Unfortunately they did close both of the Delivery Disputes we had opened, confirming a successful delivery to your Address, citing the Proof of Delivery documentation, GPS scans and driver testimony to do so.

  As a courtesy towards you we did even attempt the Delivery Disputes a second time, providing everything we could (including your full testimony); ***** once again confirmed the delivery and closed the Disputes.
  
  As a result there is no reimbursement we can provide to you - you purchased Tires from us and we had them delivered to you for Free, via *****.
  Per all the information available to us the delivery was executed successfully.
  Neither us nor ***** can be held responsible for the Tires being lost by you after the delivery was complete.
  As we advised, we can only suggest to file a police report if you believe that the Tires were stolen.

  Thank you for your understanding and we do once again apologize for any unintentional inconvenience.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 4 new tires online from Priority Tire. 3 of the 4 tires are defective. 2 are out of the round. 1 required 8 ounces to balance. 2 required 4,5 ounces to balance. 1 required 4 ounces to balance. Prior to these tires being on the car the car ran smoothly. Since they were installed, yesterday, the 2016 car is vibrating horribly. Priority Tire sent defective tires and sold as new tires.I would like the total purchase price refuanded and the expenses incurred having the tires installed reimbursed. I would like Priority Tire to cover the cost of having the tires shipped back to them. As soon as possible I will be purchasing tires from a local store and have the defective tires taken off before they damage our car.I will never purchase tires online again.

  

  Business response

  01/06/2022

  We do apologize for any and all potential inconvenience incurred from the Tires you have purchased from us.
  
  PriorityTire only sells safe and functional Tires in new condition so we are saddened to hear that these individual Tires are causing you an apparent issue.
  All of the Tires we sell should be ready for use and without any type of flaw or defect; we strive to only work with such Tires by using trusted Suppliers and working directly with Manufacturers.
  When an issue is reported we are always happy to work with our Customers to investigate and take appropriate steps towards a helpful outcome.
  

  To that end we can safely say that you should not worry, we will definitely review this matter in a fair and expedited way!
  The photos and explanation you have provided to us have reached us via email and were forwarded to our Warranty team, which will work with the Manufacturer and Supplier alike to get this matter resolved.
  We did respond to you as soon as we could regarding this and will continue to do so as we learn more on the case.
  
  As promised in our latest email correspondence we will monitor the matter and update you in a timely fashion regarding any new developments towards the overall goal of assisting you as appropriate.
  
  Thank you for your understanding and apologies once more for any unintentional inconvenience caused.
  

• Initial Complaint

  12/18/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We ordered four snow tires from Priority Tires. The price was $65.93 plus tax each so we paid a total of $284.82 They delivered 2 tires. When we tried to call them, we can't get through. A recording tells you how many people are in the que but no matter how long you wait the number of the que does not go down. They have a live chat option on their website but it never connects. We have emailed but they don't respond. These were a Christmas gift and now we have to go else where and buy a set of tires. At this point we want our money back and they can pay to have the 2 tires returned to them. I can understand a mistake but their lack of response and customer service is what is making me angry. I feel like this might be a scam. Our order number is ******. Thank you for your assistance ***** ********

  

  Business response

  12/29/2021

  We do genuinely apologize about both issues that have frustrated you in this matter! Once again we do advise that it is merely an unlucky set of circumstances and we do wish to help you to make things right!

  To reiterate, we did ship you four (4) Tires, shipped as two (2) bundled Packages of two (2) Tires each. All of the Tires should have been delivered together, but it seems like ***** lost one from each Package, which is why you received only 2!
  We can conclude this due to the fact that both of your Packages show delivered but have odd and unexpectedly inaccurate dimensions on *****'s publicly available shipment facts.
  
  Issues like this are quite rare and completely unlucky, which is why we did offer you help and are working to resolve the matter for you ASAP. It is unfortunate that you did dispose of the Tires without taking further details, but we are still thankful for all the information provided to us.

  Naturally the issue of the belated replies was certainly frustrating and we do genuinely apologize on our behalf for this. We've been dealing with extraordinarily high amounts of incoming traffic across the board, which has led to us not being able to reach everyone's phone call and live chat on time as well as later than usual replies to emails.

  We've taken precautions to help alleviate the issue and ensure faster response times - and indeed we have managed to get in touch with you and reassure you that we will help you!
  
  All in all we do apologize once more on our and *****'s combined behalf for both the unlucky delivery problem and the unusually weaker response times, we do promise that these things are in no way the norm!
  

  

  Business response

  02/14/2022

  You have one (1) Order with us for four (4) Tires. That Order was shipped via ***** Home Delivery, under two (2) identical Packages, each containing two (2) Tires.
  Both Packages show that they were shipped on December 12th/13th (first scan vs pick-up) and delivered on December 15th, with accurate Proof of Delivery being available for both.
  
  As such, we did ship a total of four (4) Tires as two (2) bundled Pairs, which you should have received at the same time via ***** despite them technically being two (2) Packages.
  It is clear at this point that two (2) of them were lost during transit.
  
  You were given a Refund for two (2) Tires, which was issued in January once our Delivery Dispute Claims with ***** were approved (with ***** admitting to an incomplete delivery).

  As such this matter has been resolved for some time now in the exact manner that you're requesting here.
  
  Once again we apologize on *****'s behalf for their mistake during the handling of the Tires and on our behalf for the sub-par communication amidst a busy period.
  

  Customer response

  02/15/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  **** ********
  
  

• Initial Complaint

  12/14/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 11/23/2021 I purchased a set of four tires through their **** seller account. I received the three of the four purchased tires. I messaged them and provided images and requested information. They notified me they would open a claim with ***** and then I would get sent out a replacement tire if ***** approved their dispute. I received confirmation from their customer service associate ************ on 12/10/21 that the dispute was approved. I responded to her promptly requesting the tracking for the replacement tire when it became available. I havent received a response and I feel like my messages are being ignored. Based on other complaints Im not sure if this is a trend and I sincerely want to be proved otherwise.

  

  Business response

  12/22/2021

  We do apologize once again about the original ***** issue and we do apologize if you did not receive our most recent responses!
  
  The Replacement Tire we promised you was indeed shipped, being sent out to you on the same day we last messaged you (December 14th).
  We are not sure why you did not receive the Tracking Number, but we must note that we do not have messages from you after that date (otherwise we would have done our best to respond to you as soon as possible).

  The ***** Tracking Number for your Replacement Tire is ************ and, after some delays with *****, it is estimated to be delivered to you today (December 22nd).
  
  We do sincerely apologize again for the original ***** issue as well as for any delayed responses as we deal with high amounts of traffic within this very busy period.
  If you have any further issues please do reach out to us!

• Initial Complaint

  12/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered 4 tires from priority tire through ******** The first delivery included 2 tires and the next day they were supposed to deliver the other 2 tires. ***** delivered only one tire the next day. I called within one hour or the one tire that was delivered letting them know that only one tire was delivered. I sent pictures and a video that they requested. They have been no help what so ever. I had to file a dispute for one tire with my credit card company. I will never again order anything from priority tire. Their customer service is awful.

  

  Business response

  12/22/2021

  We must say that we are disappointed to receive such an unfair Complaint with a distorted perspective of events.

  We did process the Customer's Order of four (4) Tire and shipped them out as advertised via *****.
  Once the Customer reported the issue of receiving three (3) Tires instead of the expected four (4) we immediately offered help - and their response was to threaten us.

  We merely asked them for a basic explanation of the delivery context as well as any type of helpful photos to help us investigate the matter with ****** in hopes of finding the missing Tire and getting it delivered to them.
  Regrettably they kept being hostile to us and threatening us, despite us politely explaining again and again that we are trying to help them and are simply collecting information about the delivery so as to be able to send them a Replacement Tire.

  After realizing that the back-and-forth was not giving positive results (included but not limited to them sending us photos of snow ground) we offered them a Free Return via prepaid ***** Return Labels.
  This is now in progress.

  Once the Tires are returned to us we will issue a Full Refund.
  
  Overall we do believe that we have acted accordingly and in the best interest of helping our Customer, but regrettably we were only met with unreasonable hostility and lack of understanding.
  

*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. ↩