First Security Financial Services, Inc.

Initial Business Response /* (1000, 5, 2016/01/06) */
Contact Name and Title: Cathy ***, Ofc Manager
Contact Phone: XXX-XXX-XXXXx
Contact Email: ***@tirerack.com
Tire Rack worked this out with our customerAlthough we are not comfortable selling a 16" replacement tire and wheel
package, due to the modifications to the vehicle, we have issued credit for the 17" wheels and tires that have been returned to us
OFFER:
Our customer service representative has contacted our customer to explain the credit that has been issuedAlso to review our position regarding potential clearance concerns with a 16" wheel and tire packageOur customer stated that he understandsCredit for the tires and wheels was issued to our customer's original form of payment on 1/4/
Initial Consumer Rebuttal /* (2000, 8, 2016/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/10/05) */
Contact Name and Title: Cathy ***, Ofc Manager
Contact Phone: XXX-XXX-XXXXx
Contact Email: ***@tirerack.com
Tire Rack sold the wheels in question to J/P Tire FactoryTire Rack has stated to our customer that the wheels can be
returned for exchange under the terms of the finish warranty, providing the wheels have not been damaged or altered
OFFER:
J/P Tire Factory's customer does not want the same wheel as replacements, so we have agreed to accept the wheels back for credit to J/P Tire FactoryTire Rack conferenced all parties in on a call to explain our offerIn addition to credit for the wheels, Tire Rack has agreed that we will supply return shipping labels to our customer J/P Tire Factory, once the wheels have been removed from the vehicle
Initial Consumer Rebuttal /* (2000, 12, 2015/12/29) */
Thank you for the refund

Initial Business Response /* (1000, 5, 2017/06/19) */
Tire Rack apologizes for the delayed delivery as a result of the mis-sorted packageOur customer's concern was given to a team leader who followed up by calling both of his phone numbers on June 12thShe okayed the refund of the shipping
charges and let him know that she would on June 13thThe refund request was forwarded to our credit team and was completed on June 17thA confirmation of the credit was also emailed to our customer the same day

We apologize for the difficulty surrounding the damaged tire. Tire Rack followed up with our road hazard administrator. They report that they had not denied the claim, however, since the photos were inconclusive, they had requested that a local tire shop inspect the tire for the source
of the damage and report back. For this particular tire they have processed the claim without the verification, and will be sending a reimbursement check directly to our customer, for $163.62. Any future road hazard claims will need complete verification of the damage

Initial Business Response /* (1000, 5, 2015/06/03) */
Contact Name and Title: *** ***, Ofc Mgr
Contact Phone: XXX-XXX-XXXX X
Contact Email: ***@tirerack.com
We are sorry that our customer is disappointed that Tire Rack could not restock the tires that were purchased and returnedI
had my tire technicians review the pictures again, of the areas of tire damaged that we took prior to returing the tires to our customer, asking if the damage could have occurred during shippingHis report states: The damage to the bead is consistent with damage from the mounting bar used by the tech or damage from the mounting head on the machineMy customer service supervisor reviewed the calls from our customerWe stated that the tires could be returned if they are new and can be restockedShe located two more calls, but only the return shipping labels were discussed, nothing about the tires having been mounted to wheels was locatedI'm also sorry that we didn't communicate completely about the shipping charges to return the tires to our customerThe customer had agreed on the initial call, that she would be responsible for the return shipping, since Tire Rack was initiating the pick up and return of the tiresSince no credit was issued, there was no credit from which to deduct those return chargesWe should have been clear that we were including that charge with the return shipping charge
OFFER:
Tire Rack has already refunded the UPS pick up freight charges to our customer, since we were not as clear as we should have been regarding the total costWe will additionally offer to credit 50% each of the tire price, as an accommodation to our cusotmer for the tires that are back in their possession, since we are unable to restock tires that are damaged
Initial Consumer Rebuttal /* (2000, 7, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/09/14) */
Contact Name and Title: Cathy ***, Ofc Manager
Contact Phone: XXX-XXX-XXXX x
Contact Email: ***@tirerack.com
The wheels sold to our customer are manufactured with specifications to fit the vehicle as listed by our customer, reusing
original equipment hardwardWe are sorry that he has experienced a problem with a vibration after installationTire Rack wants our customers to have a good driving experience, when using product that we have soldHistorically, vibration concerns are often traced to other components, rather than the wheels themselvesWe also have had situations where local dealers have questioned the compatibility of productTire Rack has not received any information to confirm this suspicion, so we have arranged to have UPS pick up the wheels and tires, so that we can test them at our facility
OFFER:
My customer service representative has supplied our customer with her information, and will follow up once the wheels and tires have been inspectedThey are due back at our location sometime today, then will be checked and measuredIf the product is found not to be manufactured to the proper specification, we will credit for the additional costs incurredIf it is simply used and nothing is defective, we will issue credit for the wheels and tires, even though it means the wheels can only be scrapped since they are used

Initial Business Response /* (1000, 5, 2016/10/29) */
Tire Rack shipped our customer's order to the address provided to our salesperson when he phoned to place the orderUPS delivered the order on 3/9/16, and the order was signed for by *** (last name.) This is the same name that our
customer supplied connected with the shipping address when he placed the order
Tire Rack has no record of any calls or inquiries about the March delivery, until we received an inquiry from Discover card on 6/14/We called and sent emails to our customer asking if there was any trouble with the order with no response so we responded to Discover card on 8/1/with the proof of delivery from the carrier
On 10/11/Tire Rack received a call from our customer asking his options to get his tires, then reported that he sold his car and just wanted a refundHe also requested a copy of the original call when the order was placed, since he now claimed no knowledge of the shipping address provided for the orderWe searched our system and the shipping address was provided nowhere else in our system so could not have been added to his order in errorIt took some time for us to locate the original phone call placed by our customer on 3/8/16, since we had to research our archives, but it was located on 10/27/In the call which I have reviewed, the customer clearly provided the address which the order was shipped to, and also the name at the shipping address that signed for the orderThis was not our error, and the product was delivered as orderedWe have provided the requested call to our customer by email
Initial Consumer Rebuttal /* (3000, 7, 2016/10/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your prompt responseI just wish that they had dealt with me directlyTire racks response contains incorrect informationI called them the moment that I realized I hadn't yet received my orderI initiated a dispute with discover when tire rack ignored my phone callsWhen tire rack realized that discover is not refunding me the money they seized all contact with me and had the upper handIn their response they said that they offered me a reshape, they never offered that nor a refundUntil now I did not receive any items from tire rackI would be happy with a reship to my billing address, even though I sold the car, I just want what I paid for if they can not refund me
Thank you
*** ***
Final Business Response /* (4000, 9, 2016/11/04) */
Tire Rack shipped to the address that our customer providedWe have provided the recording to our customer as requestedOur carrier has provided proof of delivery to the address we were given, signed for by the individual whose attention our customer directed us to listWe don't refund or send replacement product when the original order has been deliveredOur customer should be following up with the individual at the shipping address that he provided

Initial Business Response /* (1000, 8, 2016/08/03) */
On behalf of Tire Rack, I apologize for the difficulties surrounding our customer's orderHe phoned us to let us know that he actually needed 17" tires after the 16" tires ordered on our website had shippedWe are sorry that the mistake
occurred and to assist our customer, covered the return shipping charges as part of the original credit
One of our customer service supervisors followed up with our customer again today to offer to apply a credit for the original freight amount to an order for the correct size tiresReplacement tires in the correct size were already purchased locally so she offered to split the original freight cost and credit an additional *** to the original form of paymentThis additional credit is being processed today
Initial Consumer Rebuttal /* (2000, 10, 2016/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2017/06/19) */
Tire Rack has been communicating with our customer regarding his finish complaint with the manufacturer of the wheelsBased on the photos provided to date, it appears to our technicians, that the finish problem with maintenance related, rather
than warranty relatedWe have agreed to provide return packaging and shipping of one wheel for on site inspection, to see if that changes the determinationOur customer understands that if the manufacturer will not cover the wheels under the terms of their warranty, that Tire Rack can only offer the partial credit previously discussed as an accommodationThe UPS pick up slip has been issued at our expense, and we are waiting for the pick up and return
Initial Consumer Rebuttal /* (3000, 10, 2017/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept or agree with the companies findings, due to the fact that I served in the military as a mechanic and I am well rounded when it comes to issues of this natureAs stated to Tire Rack the rims are not eve a year old nor did the rims remain on the vehicle more then a to month time period starting from the date of purchase 8/25/2016, during the winter months from October until this May was when I had my factory rims on my vehicle, also I would like to add as Tire Rack had previously informed me that their techs assessment was due to break dustWhich is with the manufacturing of break pads in this day and age the technology has greatly improved to reduce the amount of break dust vehicle produce and again I stress that these rims are not even a year old but the chrome is pealing off as if I have had these rim for to yearsI have been doing business with Tire Rack since my return form overseas in and for me this is matter of principles these rims are defective simple as that and as much as I hate to say they probably were made in China!
Final Business Response /* (4000, 12, 2017/06/29) */
We inspected the returned wheel as promised for any manufacturing defectUnfortunately the on site inspection confirmed that although there was peeling finish, it was a result of the areas with corrosion and pitting from outside causesWe are unable to warranty the wheels with the manufacturerAs an accommodation to our customer, we are issuing a credit for *** of the original purchase price of the wheelsOur customer has agreed that this will satisfy his complaint with the wheelsCredit has been issued to the original form of payment today

Initial Business Response /* (1000, 5, 2016/12/22) */
Tire Rack is working with the tire manufacturer and our customerAlthough the remaining tires have not been proven to have any defects, the manufacturer has agreed to credit the tires upon returnUPS return shipping labels have been issued
and the tires are in transit back to usCredit will be processed when the tires are received

Initial Business Response /* (1000, 5, 2016/06/15) */
Tire Rack has credited the tire that could be returned to our stock according to our return policyThe second tire that was returned had damage that has prevented us from returning it to our inventory, so we contacted our customer to explain
the reason credit was not processed
We made many attempts to contact the customer's installer, and provide photos of the damageOn June 10th, the installer mentioned by our customer, stated that he felt that the damaged area is actually a tire defectWe have submitted the tire for final inspection to *** If they agree to credit for the tire under the terms of *** warranty coverage, we will credit our customerMy customer service representative has followed up with our customer to explain this processWe will keep our customer informed of the final results, which may take 4-weeks
Initial Consumer Rebuttal /* (3000, 7, 2016/06/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will wait for the response from *** however I do NOT accept that Tire Rack will only refund me IF *** agrees to itTire Rack should refund me either way since the tire has been returned according to their return policy and the damage was not of my doingThank you
Final Consumer Response /* (4200, 11, 2016/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no reason I should be penalized for the tire damage when Tire Rack clearly states that the damage was not my faultThey need to stand behind their product and my purchaseI would like the full refundThank you
Final Business Response /* (1000, 15, 2016/07/14) */
Tire Rack tried to get our customer's installer again to agree to help with the creditThere was no responseTire Rack issued credit for the second tire on 7/1/16, and will hope to recoup some of our loss from the tire manufacturer
Our customer's credit for the returned tires is complete

Initial Business Response /* (1000, 5, 2017/07/10) */
Although this wheel fitment is being used without issue by other customers, we have contacted our customer to make arrangements for return at our expense, and credit to our customer
Initial Consumer Rebuttal /* (2000, 7, 2017/07/10) */
(The
consumer indicated he/she ACCEPTED the response from the business.)
We really appreciate TireRack addressing this concernThank you very much

Initial Business Response /* (1000, 7, 2015/08/26) */
Contact Name and Title: Cathy *** Office Mgr
Contact Phone: XXX-XXX-XXXXx
Contact Email: ***@tirerack.com
UPS had closed out their investigation after finding packaging material at the customer's address and speaking to the customer
The report they provided to Tire Rack was that the customer believed that perhaps someone else in the household had received
OFFER:
Despite the fact that UPS will not provide a claim, since our customer continues to maintain that the order was not received, we have decided to rule this in our customer's favorTire Rack issued full credit to the original credit card used for the purchase

Initial Business Response /* (1000, 8, 2016/01/20) */
Contact Name and Title: Cathy ***, Ofc Manager
Contact Phone: XXX-XXX-XXXX x
Contact Email: ***@tirerack.com
Tire Rack has assigned this to one of our team leaders for more in depth diagnosisThe attachments submitted were
regarding the concern last year about color variations in the finishWe issued prepaid return labels last year and changed out two of the wheelsAlthough some slight variation remained, our customer said at the time that he was satisfiedThe vibration concern is new, and we are concerned that either the original centering rings are damaged or missing from the wheels after the seasonal swap occurred, or that there are missing balancing weights
OFFER:
New centering rings for the wheels have been sent to our customerWe also are working with our customer to have one of our installers diagnose the vibration concerns by confirming that there are no missing wheel weights, or bends in the wheel(s)The cost for the balance check will be reimbursed to our customerWe also have approval from Goodyear to goodwill a tire if it is determined to be defectiveWe are still working with the customer to ensure resolution to the vibration concern which started this season
Initial Consumer Rebuttal /* (3000, 10, 2016/01/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Revdex.com:
"The attachments submitted were regarding the concern last year about color variations in the finishWe issued prepaid return labels last year and changed out two of the wheelsAlthough some slight variation remained, our customer said at the time that he was satisfied"
The attachments/emails, were to inform the Revdex.com as to the events which may have caused issues with the sets (tire/wheel sets)They outlined that the sets were on my vehicle thru one winter, removed from my car, then TR and myself tried to match the color of the wheels on all four setsTR's initial solution was for me to put the two wheels with lighter color, on one side of the car, darker wheels on the other side of the carI rotate my tires at each oil change, so they then tried to match the colorsTR stated that I was "satisfied"The emails show that I stated that I would live with the difference since we were getting nowhereI did not accept their $offerTR never responded to my suggestion that the wheel manufacturer, Enkei, might have a response to this problem
So, the sets sat in my garage until late 2015, when I mounted them onto my car for the winterWhen the sets came off the previous winter, there was no car vibrationsThe OEM sets also were fine on my carNo vibrationsWhen the TR sets went back on, vibrationsDid TR damage the sets when they went back for color matching? Is there documentation that they actually balanced the sets and did not damage the tires?
TR was notified of this in early December of I tried to solve the issue myself, did not take any of the money they offeredI made it clear that I am trying to do is determine why my car now vibrates with their setsA car owner can go down a long and expensive road trying to determine why their car vibratesThe first place to start is always the tires and wheelsThen, wheel bearings, warped brake rotors, bent axles, worn tie rods or CV joints, etc
TR customer service went dark, that is when I contacted your Revdex.comThank you for getting TR back into this discussion
I have the emails, let me know if you need themTR called a local (to my home) installer to have the sets Hunter Road Force balanced, with the all important print outs of before and after conditionsNo print outs were provided to me
My email to TR sent on Jan 2016:
"Hello Jane:
Dropped off the tires/wheels at ETD this morning
Just picked them upNo reports/print outs for before/after condition
One person there said the best they could get one set is 24lbs, the other person said it was 17lbs
Another $dollars and still word of mouth
I'm going to mount them now
This has been bad
***
On Jan I sent the following email to Jane at TRThere's been no reply
"Hi Jane:
Not sure if there's any less vibration or shudderingIt comes and goes but there's something thereA rough feel through the steering wheel even on the smoothest roadsThrough the seat sometimesTypically the car is more of a luxury car than a sports car (Maxima), with a very smooth and quiet ride
Maybe there's something wrong with the carI'll be looking into that next
ETD...one guy says 24lbs, one guy says 17lbs, they say the worst one is marked LR so put it on the left rearI get the tires home, no LR markingI call them, they put me on hold and say just put the wheel with the most weights on the left rearNot a sense of confidence or personal attention at allI had to ask all the questionsShort answersAccurate answers? They implied that (hard to tell because they had their stories different) only one or two of the sets needed rebalancing, but charged me for all setsNo details on the receipt other than Hunter Road Force balance setsThis is why I have always tried to take care of my vehicles very well and do whatever I can on them myself
Thanks for trying
Best regards
***"
I have provided TR with photos of the centering ringsThey are in perfect condition, and I always use them when they are required, as they are for these setsI've been swapping out summer/winter sets for many years nowThe rings are on the car now as they were beforeVibration
Why didn't TR keep their word and provide proof that the sets were or were not ok? The Hunter Road Force print outs
TR also knows that I am trying to transfer this car to one of my daughtersThat's off until the vibration can be solvedI will be putting my OEM sets back on, but they have approximately 38,miles on those tires, not great for snowThat's what the TR sets were for
Thank you Revdex.com, for providing a way to at least have TR not ignore me***

Initial Business Response /* (1000, 8, 2016/11/28) */
Tire Rack has been in regular communication with our customer to apologize for the misinformationWe have explained that we were appealing this on his behalf with the wheel manufacturerWe let him know on 11/15/that the wheel can be
exchanged and covered for the finish issue as long as there is no impact or curb damage to the wheelWe are actively working with the customer to order the replacement wheel for him, which is scheduled to arrive us this week
Initial Consumer Rebuttal /* (3000, 10, 2016/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Per Tire Rack customer service, I am expected to purchase a replacement wheel at full cost of $Next, I am to ship back the defective wheel, and would be credited back only *** per Tire Rack customer service
I have never heard of an RMA or warranty process where you have to buy the replacement of the defective product, then let the charge sit on my credit card until they decide if they are going to accept or reject the claimAND if they reject the warranty, how do I return the wheel I was required to purchase? On top of that, I would still need to pay for the tire to be unmounted and remounted
Final Business Response /* (4000, 12, 2016/12/08) */
Tire Rack does require that the replacement wheel be purchased, since the original wheel must be returned for the creditThe return shipping cost is covered by Tire Rack, and as long as the returned wheel can be warrantied, which means the wheel cannot have any curb rash or other impact damage, the credit will include the shipping chargeMy customer service representative has contacted our customer again to communicate the process for return, and that Tire Rack will supply the return shipping label at our expense

Initial Business Response /* (1000, 5, 2016/07/01) */
Tire Rack can and does work with our customers to obtain warranty coverageThe tire manufacturer requires us to obtain prior authorization for a complaint on more than one tire, and we do that for customers on a regular basisReviewing this
order I show that we asked for the information that the tire manufacturer requires for that authorizationWe can ship replacement tires if they cannot be sourced locallyWe apologize that we did not effectively communicate this information during the initial call on 6/10/We received a follow up email from our customer on 6/13/I show that we responded to his email the same day and also left messages at his contact numbers
After receiving this concern we resumed our efforts to contact our customerMessages were left and emails sent on 6/28/and 6/30/We received a response on 6/30/to our email that our customer will contact us to discuss options when he has time
Tire Rack can replace two tires, or we can assist our customer into getting into a different tire if desiredWe do not want our customer to be disappointed with his purchase, and want to assist him as soon as possible
Initial Consumer Rebuttal /* (3000, 7, 2016/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Now, they are wanting even ANOTHER inspection of the tires to get "Tread Depths"Of course, their closest "Authorized" Tire Shop is over miles from me
Just more "Run-around" from this companyI'm totally regretting my purchase at this point
My car is unsafe to drive and if I DID drive it, I would run the risk of not having insurance coverage, due to my continuing to operate it with a known defect
It's ridiculous that I own a new car that I can't drive!
So in the end run here, it's obvious that I'm going to have to spend money all over again and purchase tires outright AGAINI wish I would have ordered my tires through Costco, like I have in the pastThey don't give their customers the "Run-Around"
Final Business Response /* (4000, 10, 2016/07/13) */
We reached out to our customer again on 7/& 7/11, to let him know that any shop with a tread depth gauge can help with the tread depth measurementsThere is no requirement that he travel to a Tire Rack recommended installerWe received a response on 7/that our customer went to a local tire shop who contacted the manufacturer and exchanged the tiresHe asked Tire Rack to reimburse him for the cost of the local road hazard coverage as an accommodation for his trouble and we agreedCredit in the amount of *** was issued to our customer's original method of payment today

Initial Business Response /* (1000, 5, 2016/04/19) */
On behalf of Tire Rack, I apologize for the inaccurate response, and inadequate assistance received when our customer contacted us about his remaining creditIt is correct that the packages that were shipped, were never in our customer's
possession, so the damage that occurred could not have involved himWe have a process to use to move the billing to one of our house accounts, while the claim is being processed, so that the credit can be completedI'm sorry that was not done right away, but has since been completedOur customer's credit for the additional *** was completed on 4/15/

Initial Business Response /* (1000, 5, 2016/09/14) */
We are sorry that our customer isn't happy with the tires that he orderedTire Rack did receive a tire order as outlined in the customer's complaint for summer tires on 3/3/Our representative contacted our customer who stated that they
were not the tires that he wanted and asked us to cancel the order which we didTire options were discussed, but the customer did not place a new order with the sales representativeInstead, he went back to our website and placed another order for Michelin tires, again in the summer versionOur website displays the pop up window that shows the attached information when fewer than four tires are orderedWe did not contact the customer a second time, since we had already discussed options with him, and he continued again after receiving our website window about mixing tires and summer, winter, all season performance
After receiving this complaint, my customer service team leader has left a couple of messages for our customer to work this outAs stated, we do not want our customer to be dissatisfiedWe may be able to work with Michelin to exchange the tires that our customer now feels he ordered in error, or we may be able to offer a discount on matching tires if he wants to keep the tires he has been using

Initial Business Response /* (1000, 8, 2015/05/05) */
Contact Name and Title: *** ***, Ofc Mgr
Contact Phone: XXX-XXX-XXXX ext
Contact Email: ***@tirerack.com
On behalf of Tire Rack, I'm sorry that our customer was disappointed regarding the transit time for his order shipping to
Honolulu, HawaiiFederal Express titles their economy service FEbecause packages deliver in business days to the majority of zip codes, however there can be areas that take an additional dayAlaska, Hawaii, along with some remote (farther from main hub) areas within the contiguous United States, all require business days for the Fed Ex day service delivery
We took this opportunity to double check our transit time indicators to confirm that we are displaying the proper delivery dates to our customerOur website shows the following for the tire order that I just created shipping from our Nevada warehouse to our customer's zip code: Will be delivered to on Fri, 05/
Tire Rack is correctly displaying that an order that shipped today, Tuesday, 05/05, will deliver Friday, 05/08, which is business days
OFFER:
Our customer service representative discussed the transit time with our customerHis tire that shipped on 04/16, delivered on 04/21, which is business days (Saturday/Sunday not included in transit times.) We believe that is the delivery date that would have been displayed in our customer's on line shopping cartHowever, as an accommodation, Tire Rack refunded 50% of our customer's shipping charge on 04/(date of delivery)
Initial Consumer Rebuttal /* (2000, 12, 2015/05/07) */
Can you please disregard this complaint? I was able to work things out with the businessThank you very much

Initial Business Response /* (1000, 5, 2017/01/17) */
On behalf of Tire Rack, I apologize that we failed to follow up appropriately regarding our customer's concernMy customer service team lead has contacted our customer to apologize, and offer the discounted replacement tire that he requested
She learned that in the interim, our customer had replaced the problem tire locallyAfter further discussion we have agreed to send our customer a gift certificate in the amount of *** to be used on his next purchaseOur customer told us that he is satisfied and appreciated the resolution
Initial Consumer Rebuttal /* (2000, 7, 2017/01/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The description provided above is correctThe customer service representative was helpful and attentive to my concernsI am glad she was able to satisfactorily resolve the problem