First Security Financial Services, Inc.

Initial Business Response /* (1000, 8, 2016/01/08) */
Contact Name and Title: Cathy ***, Ofc Manager
Contact Phone: XXX-XXX-XXXXx
Contact Email: ***@tirerack.com
I'm sorry for the difficulties that our customer has experienced with the Continental tires that he receivedAlso that the
original Goodyear tires ordered were not immediately available for shippingThe Continental tires were confirmed to be the same size as previously ordered and installed to the customer's wheels and vehicleStatements from Sears were not considered by the manufacturer since a previous installation attempt had occurredNo defect was found with the returned tires when Tire Rack inspected, and the tires had what appeared to be installation damageHowever, Continental tire agreed to inspect and credit for the tires if they find a defect
OFFER:
The returned Continental tires were forwarded to the manufacturer for inspectionWe have contacted them and expect the inspection not to be complete for another 2-weeks, since they inspect returns in the order received backAs an accommodation, Tire Rack will refund our customer the purchase price of the remaining two tires returned to Continental nowIf the goodwill claim for the tires is denied, we will leave the credit to our customer in place as an accommodation
Initial Consumer Rebuttal /* (3000, 10, 2016/01/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want to thank the Revdex.com for the excellent work that they do to protect consumers who would otherwise not have a voiceI also want to thank the Revdex.com for taking up my case and moving expeditiously to get a response from Tire RackTire Rack has the capacity to test and mount the tires on the specified wheelThey either chose not to or just do not want to admit to their findings
The total cost for all four tires was $The initial partial refund was $which is half of the total purchase priceThe refund that was credited to my account now is $Tire Rack still has not refunded my entire purchase priceThey still owe me $Tire Rack should make "Customer Satisfaction" their number one priorityWith this experience, I do not intend on doing business with Tire Rack anymoreTire Rack should borrow a page from L.L.BeanIt will be in their best interest to refund my purchase price in full and redeem themselves
Final Business Response /* (4000, 12, 2016/01/14) */
Contact Name and Title: Cathy ***, Ofc Manager
Please accept our apologies for not including the balance of the original freight charges with the credit issued on January 8, A credit for the remaining $is being issued with today's date, to the original form of payment
OFFER:
Final Consumer Response /* (2000, 14, 2016/01/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I am satisfied with the outcome and grateful to the Revdex.com for their involvement in the caseI also want to thank Tire Rack for doing the right thing

Initial Business Response /* (1000, 5, 2016/07/15) */
On behalf of Tire Rack, we are sorry that our customer had sudden and unexpected tire failure early in the life of the tireWe are very glad that no injury occurred as a result of the tire that unexpectedly lost air pressureIncluded with our
customer's purchase is road hazard coverage that provides reimbursement if the failure is due to a road hazard incidentMost sudden tire failures of this type are caused by road hazards and the failure can be very dramaticOften by the time the driver is able to safely stop the vehicle, the tire is damaged beyond any repairWe referred our customer to our road hazard claims administrator for inspection, and reimbursementWe also contacted the tire manufacturer on our customer's behalf over concerns that the remaining tires could also fail
We are sorry that we did not convey to our customer how sorry we are that this failure occurredAfter further discussion of the situation, our customer agreed that if Tire Rack issued direct credit for the single tire that failed, which was replaced locally, they would be satisfiedThe credit card dispute that was filed against the separate wheel purchase has been dropped, and the credit for the single rear tire in question has been processed

Initial Business Response /* (1000, 6, 2017/06/06) */
Tire Rack assists our customers when they wish to pursue warranty coverage with the tire manufacturerWe helped our customer obtain a goodwill offer from Firestone based on the information we were providedIt is unfortunate that when the
tires were returned at our expense, that we found that the tires were not completely worn to the wear bars as reportedWe contacted the manufacturer to ask them if they would provide a reduced credit anyway, but they declinedAs an accommodation to our customer, my customer service representative offered a *** Tire Rack gift certificateOur customer accepted that offer and we are mailing that certificate today, to her PO boxShe let us know by email that she is satisfied with that resolution

Initial Business Response /* (1000, 5, 2017/06/26) */
Tire Rack provided the log of our customer's initial report of the road hazard to our road hazard administratorThe road hazard claim is being processed, and the replacement tires have been purchased

Initial Business Response /* (1000, 5, 2017/06/22) */
We are sorry that our customer isn't happy with the machine finished wheels that were purchasedOur customer service representative has arranged for the return of the wheels at our cost for full credit to the original form of paymentReturn
packaging instructions and labels have been sent to our customer

Initial Business Response /* (1000, 5, 2016/03/24) */
Our customer contacted us about a road hazard incident that occurred with the single tire that Tire Rack sold to her in August of There is no manufacturer's warranty for road hazard situations, however, we included road hazard coverage
with the tire purchaseWe explained how to obtain coverageThe terms are that the customer purchases a replacement tire, then receives a reimbursement check once the damage has been confirmedWe transferred our customer to our road hazard coverage administrator to start the claim processThe terms of the coverage are provided on our website, and can be emailed as a PDF as well
After receiving this complaint, we contacted our administrator who explained that they are waiting on an additional tire photo, since only one of our customer's tires was part of our purchase, and for the replacement tire invoiceThey confirmed that they have not received a receipt of the completed purchaseWe followed up with our customer who reported that she has documentation of the replacement tire purchased locally, has been out of town on a cruise, and that she will supply the proof of purchase and other documentation soon

Tire Rack has reviewed our customer's concerns again.  Unfortunately since selling the sensors for this wheel and tire package, we have learned of others with a similar issue, even at some dealerships.  We apologize that the installer who we believed had the proper tool to initialize the...

sensors, was unable to perform the work.  Our customer service team had not received the concern about the X-Ice XI2 versus the X-Ice XI3, according to the email streams stored in our customer service email database.  Tire Rack's customer service supervisor has reached out to our customer to discuss the options to resolve.  She has supplied return packaging material to repackage the tires/wheels/sensors, and is sending UPS with return shipping labels at no expense to our customer.  Once we have the products back, we will credit our customer in full.We are sorry for the difficulties surrounding this order, and will accept the return for credit.

Initial Business Response /* (1000, 5, 2018/01/13) */
Tire Rack has followed up with our customer regarding the issues with the wheels purchased in November of 2015. We have worked with our customer to provide replacement wheels mounted to the existing tires. We shipped the replacements to our...

customer on 1/12/18.

Initial Business Response /* (1000, 5, 2015/08/14) */
Contact Name and Title: Cathy [redacted], Office Mgr
Contact Phone: XXX-XXX-XXXX ext4295
Contact Email: [redacted]@tirerack.com
Tire Rack customer service has left messages and emailed our customer to offer other options to assist with replacement...

tires. We can supply return shipping labels, that would not be charged to our customer, so that the original tires can be dropped off at a return shipping facility that is .5 mile away from our installer, since used tires cannot be picked up from our installers. We cannot expect our installers to be our return shipping agents. our customer could also exchange the tires at a local authorized Continental/General tire dealer. We are happy to contact Continental to determine which authorized dealer can facilitate the process.
OFFER:
Tire Rack wants to assist our customer obtain coverage under Continental tires 60 day trial, while it is still applicable.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This issue has nothing to do with Tire Rack's installers. I am simply requesting the Tire Rack return shipping labels include picking up their merchandise from the same location they were delivered to. I did not use their recommended installers. And Ms. [redacted] fails to note that their requirement is for the tires to be picked up at the customer's residence. She is now offering an equally unacceptable option that still involves somehow transporting the defective tires to a location other than where the new tires are installed. It still makes no sense.
She has not provided any federal or state regulation that requires merchandise return of tires to originate from the customer's residence. Again, I believe this is a tactic to discourage legitimate returns. Also, I have already spoken at length with Continental/General staff, most recently with Chris Davis, who advised that the manufacturer does not routinely reimburse a non-selling dealer for warranty tire issues.
Final Consumer Response /* (4200, 11, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ms. [redacted] continues to misread the complaint text.
1. Tire Rack Customer Service stated unequivocally on the phone that Tire Rack was responsible for and would request the UPS Call Tag which is the order for UPS to pick up returned merchandise at a particular location at no charge to the consumer.
2. Tire Rack Customer Service and Ms. [redacted] are aware by reviewing my order that their 'independent installers' are in no way involved in this situation.
3. Tire Rack Customer Service stated during repeated calls that they are only allowed to issue the UPS Call Tags for return of used tires to be picked up from the customer's home address 'due to tax laws.' They further stated because of these laws they could not request UPS pick the defective tires up at the location where new tires were installed and the defective tires removed. (Unless the customer changed the tires at their home.) I doubt Customer Service Representatives would misinterpret or manufacture such an unusual excuse.
4. There was no reason for Ms. [redacted] to contact [redacted] regarding tires since she was clearly aware no replacement tires from Tire Rack had been ordered or shipped, therefore no tires to be returned. And no necessity for the appointment at Koby for tire replacement.
5. The replacement tires have not been ordered since no one at Tire Rack has yet agreed to provide UPS Call Tags for defective item returns to be picked up from the location at which the defective items are located, NOT limited to the customer's home address.
This remains the issue that continues to be avoided by Ms. [redacted].
Final Business Response /* (4000, 13, 2015/09/09) */
Contact Name and Title: Cathy [redacted], Office Mgr
Tire Rack is trying to move this situation from the current impasse, to a resolution. That is why we contacted [redacted]u since the desired resolution was stated as "pick up of defective tires from installer address: [redacted] Tire Rack will not facilitate pick up used tires using our carrier. This will not change. We can and have offered various alternatives to assist our customer. However, UPS call tags are not a requirement, and it is not our policy to issue those tags to an automotive business when it involves used tires. The call in question was reviewed. The Tire Rack customer service representative offered to assist the customer with the return by providing a nominal fee UPS pick up of the tires, from the customers home address as an accommodation only. A workplace address is also acceptable.
OFFER:
Tire Rack is prepared to offer any of the following solutions:
1. Federal Express or UPS return shipping labels can be sent by email to the customer for return of the tires for credit less the freight charges, with the purchase of replacement Continental/General tires of another model. This option does not include pick up of the tires. The tires can be dropped off at any of the carriers staffed drop off locations, or can be handed directly to a UPS driver. Credit less freight will be issued with proof of purchase of another Continental/General replacement tire.
2. UPS return services pick up at the customer's home address or work place.
3. Tire Rack can work with Continental/General to try to facilitate exchange of the tires locally for another Continental/General brand tire. This isn't always possible at every dealer, since Continental/General does not require the dealer to handle.
4. Our customer can schedule and pay for the pick up and return of the original tires, by the ground shipping method of their choice. Tire Rack will offer to credit the customer for the return shipping charges, upon receipt of a copy of the return shipping invoice showing the amount paid, in addition to credit for the tires, as long as we can still return to Continental, and with the proof of the replacement Continental/General tire purchase.

Initial Business Response /* (1000, 5, 2017/01/17) */
Thank you for the opportunity to respond to this concern. Tire Rack received an order for tires to be overnighted to an address that was not connected to the credit card billing address, but was in a different state. We followed our procedures...

to contact our customer by the phone number provided and the email address entered. After receiving no answer or opportunity to leave a message at the phone number, we sent an email which was returned to us. We later learned that an error in the spelling of the email address was present, unfortunately it was too late to ship the order for delivery the next day.
We apologize for the difficulty. The order was cancelled the same day as requested by our customer, and was not charged. The original email cancel confirmation was sent to the incorrect email address, however, our customer service representative updated the email address and resent the confirmation on 1/9/17. Our assistant office manager followed up again with our customer, who re-verified the correct email address on 1/10/17, and the order cancel confirmation was emailed again. She also explained that although the funds were authorized, nothing was charged to the Visa card, and that the original authorization would age off in 2-5 business days. We are sorry that we were unable to fulfill the order as placed before our customer's deadline.

Initial Business Response /* (1000, 5, 2017/11/29) */
Tire Rack provides replacement product when delivery of the order is unsuccessful. We typically do not offer credit instead of replacement product since the customer should still need the items. That is why our customer service team asked for...

a copy of the replacement purchase that our customer said he had bought elsewhere.
In addition to this complaint, Tire Rack received a notice that our customer has disputed payment of the order in question, and the original funds were removed from our account. Although the product shows delivered to the customer's address, he has maintained that he did not receive the tires that we shipped to him.
We have accepted the dispute of the original payment that we received. Since the customer is receiving the requested refund for the original charge from his original payment, we issued an internal void of the transaction. We are sorry that the customer's shipment is missing. He has received refund through his original method of payment.

Initial Business Response /* (1000, 5, 2015/09/03) */
Contact Name and Title: Cathy [redacted] Office Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@tirerack.com
Since our customer could not yet see the credit processed in error to her card, that had never been charged originally, the...

correction was cancelled yesterday. Our customer contacted us this morning to let Tire Rack know that the credit is showing as of 9/3/15, on her account, and gave us the okay to charge the amount back that should not have been refunded.
OFFER:
Tire Rack shipped a tire that our customer had ordered, but had pulled the payment out of our deposit when our customer explained the hardship that would be caused. We were trying to help our customer each step of the way, and apologize for processing the credit to her in error, after the tire was refused and back at Tire Rack.
The error was discussed with all involved internally and steps have been taken to avoid for the future. We apologize for the inconvenience.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I want to thank Sidney, the customer service supervisor for her efforts in keeping the customer, myself happy. I had constant communicatio with her at all times throoughout the process andshe should be absolutely recognized for her efforts.

Initial Business Response /* (1000, 5, 2017/12/12) */
Tire Rack received your complaint about the [redacted] tires we sold to you for your order CAXXXXX. Your tires were shipped directly to Tire Rack from [redacted] tire and are well within industry standards for tires properly stored. We receive...

tires from [redacted] which have some calendar time, from the production and shipping channels to [redacted] climate controlled warehouses, then to Tire Rack's climate controlled locations.
We supplied tires that were produces in the 36th week, and 37th week of 2016. So they were manufactured in September of 2016, making them just over one year from the date of manufacture. I've reviewed orders that we have been shipping to customers and based on that information, [redacted] is supplying us with tires manufactured during that time frame. We are sorry that you are disappointed with the tires as supplied.
Tire Rack will honor your request for a $20 accommodation per tire, which is a total of $60 credit, as a one tie accommodation. We will also supply the Revdex.com with a copy of this resolution.

(The consumer indicated he/she DID NOT accept the response from the business.)
Response to [redacted] Customer Service Supervisor: Thank you for the apology. And thank you for the offer but 15% off a future purchase is simply unacceptable. As I previously stated to your colleague, this...

purchase is my first and last with Tire Rack. I have always purchased [redacted] tires for all of my vehicles and never had an issue arise. I never had to go out of my way to file a complaint or even post a negative review. I blame myself for taking a risk purchasing tires online instead of buying them from a reputable dealer as I always have in the past; also for not inspecting the tires more closely at the time of installation.
We are not talking about $100 purchase. In my experience, a full set of tires with installation will usually cost at least $500. I would be extremely reluctant to take advantage of a 15% discount (measly $50-$75) off a future purchase, only to risk having this issue occur again with absolutely no customer service / guarantee on Tire Rack's end.
Again I thank you for reaching out and for the apology. But outside of a replacement or reasonable credit towards a future purchase, nothing less will be accepted.

Initial Business Response /* (1000, 5, 2016/05/02) */
Tire Rack has continued to work with our customer to resolve his vibration concerns. We offered to take all of the wheels back for full credit, or to replace two of the wheels. We were not able to honor the request to road force the wheels,...

since that would require having his tires to test. Our customer decided to have us replace two wheels, and he purchased two tires to mount to the wheels so that we could perform the requested service for him. The replacement wheels and tires were tested prior to our shipping and had road force measurements of 7 and 9 lbs. The replacements delivered to our customer 4/28/16.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I asked for photographic evidence that both of the new wheels/tires were under 10. Tire Rack did not provide that. Nor was the customer service rep able to provide them to me on the phone when I called - after I had the balance checked on a HunterRoadForce machine at Matlock Tire. The wheels returned 17 and 12. I could not believe what I was seeing. The CSR did eventually tell me that she was told the scores were 7 and 9, and that they frequently calibrate their equipment, so there must be an issue with the equipment Matlock used. So, today, I went to Harper VW to use their Hunter RoadForce machine: The wheels scored 17 and 9. The tech noted to me that one of the wheels looked a little warped when it was spinning. I am attaching a photo of the wheel/tire at Matlock with a 17 visible on the machine, and a photo of the wheel/tire at Harper with a 19 visible.
Tire Rack has not fulfilled their end of the bargain on multiple issues. I am currently awaiting packing material and pre-paid shipping labels to return everything. I expect a FULL refund, including shipping [redacted] plus [redacted] for the Tire Rack sanctioned re-balance. I'm not asking anything for the other THREE trips for re-balancing and tire swapping. I'm not asking anything for the SUBSTANTIAL lost wages I've incurred from this debacle. I'm not asking anything for the time and effort I spent removing all 4 wheels and re-installing with the correct bolt-tightening technique utilizing a torque wrench. Or, even the time and expense to go to the tire shop one more time to have my tires removed.
[redacted]
Final Business Response /* (4000, 16, 2016/05/26) */
Credit for the labor reimbursement was processed today, 5/26/16, to our customer's original form of payment. Please allow 2-5 business days for the issuing bank to apply the funds to the account.

Initial Business Response /* (1000, 5, 2015/07/30) */
Contact Name and Title: Cathy [redacted], Ofc Manager
Contact Phone: XXX-XXX-XXXXx4295
Contact Email: [redacted]@tirerack.com
I apologize for any misunderstanding that occurred as a result of our customer's call to report his tire damage. The calls...

placed to Tire Rack, and to our road hazard claims adminitrator were reviewed. There was a concern raised about the length of time to receive the reimbursement, and our customer service representative advised that once the tires are inspected and the damage claim approved,the check is received within 5-7 business days. She also advised that ground shipping charges for the replacement tires, are included in the refund, when the new order is placed with Tire Rack. There was mention of possible local replacement, so shipping charges would not be a factor, however, the local price may be higher. My customer service representative followed up with the customer, to clear up any confusion, and to assist with completion of the claim.
OFFER:
Tire Rack worked with our road hazard adminstrator supervisor, to apply the funds from the approved claim, to his new order which was placed today. Since the customer chose to replace with a more expensive tire, he has been charged for the tire price difference only. Arrangements have been made to pay the claim reimbursement to Tire Rack, and that will complete the payment for the new tires, which are being shipped today.

Initial Business Response /* (1000, 5, 2015/12/03) */
Contact Name and Title: Cathy [redacted], Ofc Manager
Contact Phone: XXX-XXX-XXXXx4295
Contact Email: [redacted]@tirerack.com
Tire Rack apologizes that our customer has received conflicting information. My customer service representative called our...

customer again to confirm with him that have double checked our listings with the manufacturer.
OFFER:
Our Customer Service team has arranged to refund our customer the $30 he paid for return shipping as a further accommodation for the difficulties with the order.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While it is true I was contacted by Tire Rack concerning this issue, both by telephone and email; I have still yet to receive my reimbursement as of 12-12-15. When and if I do finally receive reimbursement, then and only then, will I accept the response. I am not going to give up my only leverage just because I am told the check is in the mail.
Final Business Response /* (4000, 9, 2015/12/16) */
Contact Name and Title: Cathy [redacted], Ofc Manager
Our accounting department followed up about our inquiry since the check should have been processed by now. They confirmed that the $30 refund check has now been processed and mailed to our customer. The check # is XXXXXX. I apologize for the delay in processing of the refund check.
OFFER:

Initial Business Response /* (1000, 5, 2016/03/22) */
We are sorry that when Tire Rack received the wheels returned for the fitment concern, that one of the wheels could not be returned to our inventory. This requires a separate credit to the customer, without affecting our inventory. Our...

customer service representative discussed the returned product with our customer who advised that the packaging was not in great shape when he received. We had sent additional packaging to our customer, along with packaging instructions for return.
Since our customer stated nothing was opened, credit for the 4th wheel was issued on 3/16/16. Full credit to our customers original form of payment has been processed.
Initial Consumer Rebuttal /* (2000, 7, 2016/03/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A full refund was issued and received.

Initial Business Response /* (1000, 5, 2016/02/11) */
Contact Name and Title: Denise [redacted] Asst. Mang
Contact Phone: XXX XXX XXXX
Contact Email: [redacted]@tirerack.com
Mr. [redacted] was informed freight was included as part of the tire warranty coverage, and Tire Rack offered to send him a prepaid...

return label to get the tire back for inspection. Tire Rack is willing to make a customer accommodation, and process a freight credit to resolve this matter.
OFFER:
Initial Consumer Rebuttal /* (2000, 7, 2016/02/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have no communication (verbal or email) from TireRack stating what was mentioned in their response. Nevertheless, I have received the refund of $14.90 that I have requested. Consequently, there is no need to keep this complaint open. Thanks for your assistance.

Initial Business Response /* (1000, 5, 2017/01/12) */
Tire Rack is very sorry for the trouble that our customer has experienced surrounding the manufacturer's rebate for his tire purchase. We followed up with their fulfillment company again, who confirmed that the reissued card was not activated...

or used. We asked them to send a replacement with tracking information so that we could follow the delivery of the rebate for our customer. We monitored the delivery and after seeing the carrier's delivery notice, followed up with our customer. He confirmed that his wife received delivery. Tire Rack apologizes for the difficulties and will also issue a [redacted] gift certificate to be emailed to our customer, to use toward a future purchase.