ComplaintsforCustom Offsets LLC

• Initial Complaint

  09/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 2, 2024, I purchased 4 tires and custom rims from Custom Offsets LLC. Upon receipt of the tires and rims, I had them put on my new 2024 Chevrolet Silverado truck and 2 of the 4 tires shook at a speed above 40mph and I could not drive. I took my truck to have them professionally balanced and the tire shop advised that it was not the balancing but a tire issue. I immediately called Custom Offsets to advise and they initiated the return and refund process. Within days, I sent the 2 tires back to Custom Offset at an additional charge to me of $60. I had to go to another tire shop and buy 2 new tires which cost $500 additional. I have been trying to receive my refund from Custom Offsets since June. Per the company, the warranty claim was submitted on June 18th, 2024 and to date, no refund or resolution was been confirmed. I feel this is taking way to long and I have called and emailed (44 plus emails) to this company and they keep telling me the review for a refund is in process. Even the sales staff acknowledges it is taking too long. I am hoping you may be able to reach out to them and obtain a satisfactory refund for me. If you have any questions, please call me on my cell phone. I appreciate any help you can provide. Thank you,*********************

  Business response

  09/03/2024

  We are currently in the process of awaiting a decision by the manufacturer as the manufacturer provides warranty coverage of said items, not Custom Offsets.  We are unable to overrule/expedite warranty processes.  We'll continue to be in touch on this matter.  Thank you.

  Customer response

  09/04/2024

  [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

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Custom Offsets sent the wrong tire for the load rating of my vehicle. the correct tire was ordered online after speaking to one of there fitment specialists. This person named ******* set up the entire purchase. After several day swatting for the tire to be delivered. I had them mounted to my vehicle, during an inspection by the company who installed them, they stated that the tires were the wrong load rating for my vehicle. By this time my tires were already disposed of. I contacted the company and they were closed till the following Monday. I was unable to drive my vehicle, or conduct my daily business because of this error. The installation company stated that the wrong tire could cause failure in the tire if my vehicle was used in its intention ( towing, carrying a heavy load). Customer offsets refused to correct their mistake, instead making me pay for a new set of tires! The error is on them claiming to be tire/wheel specialists and sending the wrong product! I want a full refund and an apology from the company for putting my family, myself and my business in jeopardy!

  Business response

  08/14/2024

  ***** - We do apologize for any inconvenience but there is bit more at play here given that the tires aren't necessarily considered to be underrated for your vehicle.  We're in the process of having our management team reviewing this a bit further and we'll be reaching out accordingly.  Thank you.

  Customer response

  08/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  The tires are under rated for my vehicle, I have a 3/4 ton truck that requires a 10 ply tire to properly tow and carry weight in the bed of the truck with forcing the tires to be overloaded. what was sent to me is a passenger vehicle tire, not a light truck tire. When the tire were mounted Friday afternoon, my old set had already been thrown out, leaving me with no option other to drive home with the tires your company sent. Your company also does not open customer service over the weekend, forcing me to wait till Monday to voice my complaint. also forcing ** to not drive my vehicle so I wouldn't remove tread from the tire unnecessarily, thinking you all would do that right thing and send the correct tire in the first place. But I was met with ridiculous responses, and further more on you r recorded lines, multiple employees admired that they knowing understood they put my family and myself in danger if I were to drive on the tires, they are not rated for that vehicle. Every single vehicle has a sticker placed on the drivers door with the correct recommended tire option for the vehicle. the tire your company sent does not meet that requirement. all I wanted from the beginning was to have the correct tires sent and I would send back the original set. But after fighting with your customer service department for 2 days, they only option was to purchase new tires at my cost! In my line of work=, if I make a mistake people die. When conducting my business within my company if I make a mistake people lose money, and where do you think that cut come from? my pocket! not off the customers cut! I don't see how the only option your company could give me after putting my family and work in jeopardy could be to pass the cost of the loss onto there customer! make things right and refund me the cost of the original tires. Attached I have added the vehicle tire load information  along with photos of the tires you sent and are currently on my vehicle. They DONT MATCH!!! your "specialist" should know this information, or at least they claimed to! I don't even want to know how many others you have put at risk with you Knowledgeable "specialists".

  Refund me the cost of my original set, cause I already had to buy a new set from you, since that's the only option your company gave me. Either giving me a gift card to spend in the store which I no longer will ever do business with, or purchase new tires at a "discounted rate". you pushed the cost of you loss onto the customer! That's unreasonable !

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

  Business response

  08/21/2024

  Our team is in touch discussing this matter and will continue to work towards a resolution that is within reason. Thank you.

  Customer response

  08/21/2024

  [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

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered 4 tires from custom offsets on June 20th, 2024. These tires were for rims I already ordered from them (which did not fit the car they were bought for although guaranteed by custom offsets) but thats beside the point. I selected the rim that I owned and it autofilled I and ordered 4 tires based off of the dimensions and specs of the rim for a perfect fit. Two of the tires fit as described, however 2 do not fit as they were described to fit. This usually would be no problem, I would simply return and exchange, no hard feelings. However when I contacted them, they are trying to charge me a $175 fee, and it is my fault for not checking they didnt fit. However on their website, it literally filters out tires that do not fit the selected rim, however these tires were not filtered out. Below is a photo of the exact rims and tires being ordered in a compatible package. The customer support representative keeps saying I shouldve checked the fitment guide for my car or one doesnt exist, but this is not the issue. This has nothing to do with my car. This is an issue with the products they falsely advertised and sold me. Im not asking for anything ridiculous from them, just for them to correct their error and accept the brand new never used tires, that still have the sticker on them, that they falsely advertised back without charging me a ridiculous fee.

  Business response

  06/28/2024

  We have clear FAQs about fitment and that our website does not promise fitment outside of our fitment guides. In this case, the recommendations made by our website are based on our gallery, which is a collection of other builds that previous customers have done with similar YMM vehicles.  We provide a plethora of resources that can be used prior to purchase to avoid any fitment issues should a customer not be knowledgeable about fitment for their vehicle.  However, in this situation, those resources were not used and this customer is responsible for return fees.  Thank you.  

  Customer response

  06/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  ******************************************************************************************************************************************
  A plethora of resources. As you can see in the video, after hitting the big green get guided button on their so called fitment guide and selecting my exact rims I purchased from them you can clearly see the exact tires I purchased too. It literally says it filters out items that arent within the recommended fitment range but it didnt filter out my tires. But yeah, I shouldve called and asked to confirm something that the website already confirmed. This is honestly so pathetic and embarrassing. All the way to checkout there wasnt one indication that these rims and tires wouldnt be compatible. I know custom offsets sees the wrong here, but they wont admit it. And because I know that custom offsets will say oH wElL wE dOnT hAvE a fItmEnT gUidE fOr yOuR cAr this has nothing to do with my car, this everything to do with your website. I am probably one of hundreds if not thousands of victims of this scam by custom offsets. Its very easy fix, the fee needs to be waived. Its utterly ridiculous how a business to this scale can pull this off and think they can get away with it. 
  
  Regards,
  
  ***********************

  Business response

  07/02/2024

  At no point did our website promise fitment and we provided a warning for the original purchase of the wheels that fitment issues may arise.  We've attempted to explain this with the customer and their parent but have been met with the inability to discuss in a cordial matter.  Our website does not provide any sort of fitment confirmation outside of our fitment guides which this purchase was not made under per confirmation in our invoice system.  Fees will apply in the return of this order.  Thank you.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sent me $1000 worth of defective drag radials and refused to do anything about it. Notified them the day they were mounted and discovered they were defective. Provided documentation from the tire shop and pictures and they still refused. They have no quality control. Go somewhere else.

  Business response

  06/20/2024

  Each product is subject to a manufacturer's warranty and the processes for warranty vary depending on the manufacturer.  In this particular case, the manufacturer has requested that the tires be sent in for inspection and we have relayed this information that has come directly from said manufacturer.  We're happy to assist on this matter but we're been met with refusal to work with us and are currently at a stand still.  We'll continue to be in touch on this matter.  Thank you.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought Wheels and Tires from an online company. They promised that they would balance the Wheels before sending them to me. They had a process to mount them which was followed. Once mounted and fitment was confirmed. I drove the truck to find out the wheels were not balance. I took to shop and had them road forced balanced and the two tires were not balanced and one was out of round. I called and asked to have a refund on the one tire and they would not help me. Told me that i could purchase another tire at a discounted price or go through the warranty process which was no guarantee

  Business response

  06/03/2024

  We've assisted in working with customer on warranty claim which was initially refused.  We have since accepted a return on the one tire that has been of issue and are working towards a refund.  Thank you. 

  Customer response

  06/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  It is true that they are making me go through the warranty process. They are deflecting responsibilty. I just want a refund on the one tire. I have sent it back to them. If the warranty company does not approve they are not going to do anything. This company is not accepting responsibilty because they promised me balanced tires. They only required the fitment to be checked before it was driven on(which I did) These tires were not balanced properly. I had to balance all 4 of them and one of them was out of round. Now since I drove on them they are not honoring them. If they stand behind their work they either did not balance or they knew it was out of round. Either way its their fault. I will only resolve this if they refund me the tire. 
  
  Regards,
  
  *****************

  Business response

  06/13/2024

  Some assumption on warranty claims and their proceedings is being made and a link directly to our warranty page to give clarity is provided here: **********************************************************************. It should be noted that all claims and their decisions are directly handled by the manufacturer as the manufacturer is who provides the warranty coverage, not Custom Offsets.  As for the claim that a known defective product was shipped, an out of round tire would not be something that could be detected during a traditional balance as no traditional balance can simulate the force of the road and weight of a vehicle on said tire.  We are continuing to work with the customer.  Thank you.

  Customer response

  06/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *****************

  Customer response

  06/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 
  
  Custom Offsets clearly  is kicking the can down the road. I have a video which they received to show the tire out of round. To me if they did not or could not tell it was out of round they have no business saying they road force balance tires. I am dumb founded that they care more about their policy than they do taking care of customers. They did not post a policy on their website that if a tire was out of round they would make you go through the warranty process. They only gave instructions on mounting. To make matters even worse I still have not received any update on my warranty claim! They said it would take 5 days. More lies! 
  Regards,
  
  *****************

  Business response

  06/25/2024

  An out of round tire is a warrantable situation hence it being related to our warranty policy.  There is no matter of delaying the situation as we are at the mercy of the manufacturer on resolution of this matter.  There are processes in place that we must adhere to.  We are in touch with this customer and working through the claim in accordance with the manufacturer's requests.  Thank you.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed order ******* on 5/11/24 for $207.76, the product description page has NO mention of any long delays for this particular item. On 5/14/24, the business sends a message via email advising the item will ship in 4 months on 9/27/24. Really? This is NOT acceptable. This item was purchased as a graduation gift for a young adult. When I mentioned 4 months, they were highly disappointed and advised they would look elsewhere for something. The business should be more transparent with customers. They can cancel the order and issue a full refund.

  Business response

  05/16/2024

  Clearly some oversight and refusal to acknowledge our notes on product pages as the majority of suspension items are needed to confirm stock prior to order being placed.  We're in the process of canceling the build request for this order so a refund will be issued upon confirmation from the manufacturer. Thank you.

  Customer response

  05/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The business confirmed with me two days ago that the distributor has cancelled the order. The business still has not processed the refund in which I originally requested on May 14th, 2024.
  
  Regards,
  
  *********************

  Business response

  05/23/2024

  ***** - This order was disputed, thus delaying any refund.  We've requested the lien holder, Affirm to refund the order.  We don't have control over the timeline of the dispute so please bear in mind that we've requested the refund to be processed and any delays going forward are directly related to Affirm and the dispute.  Thank you.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fitment industries sent me a set of wheels that were damaged I fought with them for a week. Trying to get replacements. Ibwould send them the info they needed then they would take 2 days to get back to me with very vague answers. When I finally got the ball rolling they said they would ship a new set out. And they would expedite it using there speedy shipping well that took another week and a half. Just to get a new set of wheels that were better than the 1st set but not perfect I reach out to them for a partial refund and have not heard back from them yet there customer service is horrendous I will never order anything from them again when you talk to them on the phone it's just lip service they have no real interest in you as a customer or taking care of your problem

  Business response

  05/16/2024

  ***** - Our team promptly replied to all contacts within a 24 hour period Monday through Friday and all info was properly forwarded.  We unfortunately don't have control over shipping timelines so we apologize for any delays.  We also haven't been contacted about any issues with the replacement wheels as our last contact was our team forwarding return labels as of 5/10.  We would recommend you reach out to us at ************************************************* so that we can review this matter.  Thank you.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had selected the proper tires for my vehicle 245/45/17. At the checkout the site prompted me to put in my vehicle information. To which I did. The site never once showed or stated my tires were out of stock. And so I continued to checkout. When I received the tired I noticed they were the incorrect size. I immediately emailed custom offsets about the issue asking for a refund because I had already waited so long for these tires and needed tires sooner rather than later for my vehicle. After a couple emails back and forth I was told the and the restocking fees would be waived to which I have email proof stating this, and I would get my money back. Then I get ran around several days at a time trying to get a response from them to which they tell me that now they can't do that even though they acknowledged their site messed up my order and changed my tire size with my vehicle info and are trying to make me pay more money for their mistake.

  Business response

  05/02/2024

  Unfortunately, the mistake on this matter lies in the fact that what was ordered was a 215/45R17 size tire and not what the customer claims they ordered in their complaint.  To claim that we sent the wrong item is entirely incorrect as we forwarded order confirmation to the customer after the order was placed.  The screenshot of this confirmation can be seen below and the customer did not reach out about any sizing concerns until after the order had been delivered.  It should also be noted that this order was placed on 4/3 and the tires were delivered on 4/9, so we are unsure what is claimed by the long wait associated with this order.  Given that we shipped what was ordered, we are not responsible for any sizing mistakes and the return of this order is subject to restocking fees which correlate directly back to the cost of return shipping, vendor restocking fees, and labor fees associated with the reshelving of said items.  We apologize for any inconvenience but this is a matter in which we are not at fault for.  Thank you.

  Customer response

  05/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *****************************

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ibought a set of wheels and tires from custom offsets and they sent the wrong lugnuts. that i paid for. they wont return my emails or phone calls

  Business response

  04/29/2024

  We show no record of contact made by this customer under the associated email or phone number of this complaint.  Please reach out to us at ******************************** or call us at **************.  Thank you.

• Initial Complaint

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order with Fitment Industries (Custom Offsets) on March 5th. Everything was fine until I received my wheels/tires. They ended up having the wrong bolt pattern, this was the manufacturers fault, as I entered the correct information. Working with their customer service team was interesting. I was told to ship the wheels back to them but I had asked for instructions on how to do this since I had never shipped wheels/tires before. They provided labels, so they assumed that I knew how to prepare wheels/tires for shipping (no idea why they would assume that). There was a lot of miscommunication and ultimately, I had the wheels/tires packed and shipped via *** to save myself from any issues with getting my refund back. I'm glad that I went through *** because they received the product back damaged. From their response, it sounded as though they would have not given me my money back had I packed them myself and they received them damaged. They told me that I could have used saran wrap to ship the wheels together...Saran wrap for heavy wheels/tires? All four wheels would not have made it back together if I had done that. I wanted them to reimburse me for the packing services that *** charged to ship the wheels/tires back, however, they refused. They said it was not possible on their end. I was not the person who messed up my order, so I think I should be reimbursed for the money I spent to send their product back. I have received my money back for my original order (minus the shipping protection) but I would really appreciate some help in getting back the $270 dollars that I paid to send back a mistake on their end. I know that I probably won't be getting my money back, but its worth a shot. I've never had a horrible experience like this before and I hope that other buyers can read this to be aware of the unprofessionalism this company withholds. They deflect with every response and make you feel less than.

  Business response

  04/29/2024

  We provided customer with return labels on 4/9/24 that would allow for them to avoid any payment in repackaging by a local *** as can be seen in the attached screenshots.  At no point did we ask this customer to eat a cost of repackaging and informed the customer that new labels would be provided to avoid any cost of repackaging.  This information was relayed on 4/8/24 with the updated labels being provided on 4/9/24.  It seems that the *** drop off took advantage of this customer which is something that will need to be addressed directly with that store.  Thank you.

  Customer response

  04/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  

  Hello,

  UPS did not take advantage of me. I chose to go through them to pack/send the wheels back to cover myself. Had I just shipped them myself and slapped the prepaid labels on, I probably would not have received the majority of my money back. I already know Im not getting my 270 dollarsThats a loss I have to take for taking a chance on this company that literally has a ton of horrible reviews on BBB and all over the internet. The joke is on me for having faith I wouldnt get a messed up order. I simply posted this complaint so that BBB would be aware that this company is not doing anything to improve their customer service. All I would appreciate at this point is for them to own up that their customer service team handled my situation poorly. They need to be retrained on how to handle returns. They have horrible communication skills. Im not even going to bother adding more screenshots because all they do is deflect any blame put on them. The fact that their customer service team would advise wrapping heavy wheels/tires with Saran Wrap to ship back as a return is actually insane. Those wheels would have not made it back together and they know it. They must really be hurting for sales if they cant own up that their customer service team needs better training. I shouldve been given CLEAR shipping instructions from the beginning and been informed that should I choose to not pack the wheels myself, reimbursement wont be given. All I was given was prepaid labels and told to ship the wheels back how I received them. ?? Miscommunication was a huge factor for this situation and its embarrassing. Good luck with future customer complaints that will be posted on the BBB, only tarnishing your companys integrity. 

   

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

*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. ↩