First Security Financial Services, Inc.

Initial Business Response /* (1000, 5, 2017/05/10) */
We are sorry that our customer didn't realize that his google search for "tires for Lexus" would require additional filters once he reached our site. Due to the misunderstanding, my customer service team lead has followed up with the customer...

to credit for the return shipping. Additional credit in the amount of [redacted] was processed today.

3.5.18Good afternoon.   The final credit has been processed in the amount of $188.00 on credit memo #CG18757.   Thank you.   Marti [redacted]  |  Customer Service Supervisor __________________________________________________________ Tire Rack

Initial Business Response /* (1000, 5, 2015/05/26) */
Contact Name and Title: [redacted], Ofc. Mgr.
Contact Phone: XXX-XXX-XXXX ext4295
Contact Email: [redacted]@tirerack.com
Tire Rack regularly assists our customers in obtaining applicable coverage for warranties provided by manufacturers. We are...

sorry that our customer is disappointed with the Sumitomo treadlife warranty provisions. We explained the provisions and limitation of that warranty with our customer, prior to the return, who reported that the 2 tires he wanted to return for coverage were worn down to the wearbar indicators at 2/32nds of an inch.
our customer provided us with proof of miles when installed at 140,000 and when removed at 177.033 when removed, as required by the tire manufacturer. The tires were used for 37,033 miles. Unfortunately when the tires were returned, they were not worn to the wearbar indicators and still had 4/32nds of tread. Tire Rack contacted Sumitomo to explain the situation and to ask for compensation. The manufacturer stated that since the tires still had 25% of their usable tread remaining, they were not worn out according to the terms of their limited treadlife warranty. Our customer wasn't happy, so we figured the amount of credit he would have received, for the unusued miles, less the 25% of reamining weat, and issued credit in the amount of $26.26, even though Tire Rack did not receive any credit for the returned tires.
OFFER:
our customer received a credit of $13.13, each for two tires with an original purchase price of $73 each. Tire Rack also covered all of the return freight of $43+ as an additional accommodation for the misunderstanding regarding the return of the 2 tires. We can provide a 15% discount to replace the other two tires that our customer states are bad, since the cost to return tires that are not worn enough to meet the manufacturer's requirements, would exceed any potential credit.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Tire rack reps are not being truthful, the tires were so bald I couldn't even pull out of my parking spot in 2" of snow. Was forced to buy new tires within a yearIn addition, I had Monroe muffler check and confirm the treads were down to 2/32 in writing. Lastly I even took pictures of tires because I knew somewhere along the line tire rack would deny their wrong doings. I'm out 400 plus dollars I provided documentation they asked for. And I want to be reimbursed at least 60% of my total cost. I don't want to buy tires Again from tire rack. Their offer is totally unacceptable. This is bad business.
Final Business Response /* (4000, 10, 2015/06/03) */
Contact Name and Title: [redacted] Office Mgr
We're sorry that the customer was unable to move through two inches of snow with his all season tires. Tire Rack didn't receive any paperwork to show the original miles at 153k plus.
OFFER:
We will credit an additional $30.67 for each of the two tires, to make the total credit 60% of the original purchase price, to put this matter to rest. This is completely a Tire Rack accommodation since the tire manufacturer has not and will not credit us for the tires.

Initial Business Response /* (1000, 8, 2017/10/09) */
Tire Rack provided our customer with the information in the terms and conditions of the road hazard coverage program. Our coverage provider includes the information that the documentation to complete the claim must be received within 60 days,...

with the email explanation of the documentation that is needed. We are sorry that this information was overlooked, until both the 60 days and the two year road hazard coverage period had passed. We offered and processed a credit to our customer for 50% of the cost of the replacement tire. That credit was processed to our customer's credit card last week.

Initial Business Response /* (1000, 5, 2016/12/21) */
Tire Rack sold the wheels to D.T. Auto. Ms. [redacted] is their customer. We have communicated with our customer D.T. Auto with what we can do for them to help with the resolution but it is up to them to handle their customer's concern.

Initial Business Response /* (1000, 5, 2015/08/12) */
Contact Name and Title: Cathy [redacted], Office Mgr.
Contact Phone: XXX-XXX-XXXX ext [redacted]
Contact Email: [redacted]@tirerack.com
Tire Rack is the distributor and we have been in contact with the tire manufacturer regarding our customer's quality...

concerns. We have replaced a tire at no charge and also two tires at a deep discount. Since our efforts to reach a conclusion to our customer's satisfaction, we have arranged for return of the tires still in our customer's possession.
OFFER:
Tire Rack customer service has contacted our warranty representative and they have agreed to partial credit for tires returned. As a customer accommodation, Tire Rack will cover the balance for the returned tires. We feel that it is best for our customer to purchase tires at a local dealer who can confirm suitability for his personal tire application needs.

Initial Business Response /* (1000, 5, 2017/11/04) */
Tire Rack split the order to ship the product from the most efficient distribution centers. Unfortunately our customer's special pricing was not retained, which was our error. The order was updated right away, however not before an...

authorization which exceeded the original took place. We have voided the authorization that exceeded the original amount, and resubmitted for the corrected amount. The original total was the only amount charged when the complete order shipped. We have also communicated the steps taken to correct the issue with our customer.
Follow up also occurred with our customer service manager who was not alerted that our customer needed to discuss the concern. We apologize that this was not communicated appropriately.
Initial Consumer Rebuttal /* (3000, 7, 2017/11/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The order never should have been split with out my consent and no more then the original amount should have been charged to my account without my consent. I had to fight for a week hust to get a response . And being told I could not speak with a manger was very unprofesional. Customer service was alerted serveral times that I wanted to speak with a manger I guess lying isnt beneath them either those conversations are recorded do they remember stating that at the begining of the calls maybe they should play the conversations back before responding . Very unsatisfied with them all together at this point they clearly cant be trusted to even be honest after the fact . Disappointing really. My original statement is true and the facts are there to prove it I also I emails which can be sent as proof privately due to the fact there is a personal name used in those emails .
Final Business Response /* (4000, 9, 2017/11/10) */
We apologize that we did not reach our customer directly before splitting the order to ship from two distribution centers. Tire Rack has attempted to contact our customer on several occasions and different dates, to apologize by phone. Our customer service supervisor and manager have also called to follow up, however, the calls go to voice mail with a mailbox that is full. We are again very sorry for the error that occurred.

Initial Business Response /* (1000, 7, 2016/12/08) */
Tire Rack customer service has offered to assist our customer with his tire that did not include road hazard coverage. Our website shows that road hazard coverage is included with most eligible tires. The eligible tire information is listed...

with the Tire Road Hazard protection certificate. Each covered tire is assigned a road hazard ID #. I'll reattach our customer's invoice supplied with the purchase, along with a PDF of the Program details. Road hazard identification numbers were assigned to the first tire listed on his invoice, but not to the second tire listed since the unit price exceeded the [redacted] limit for the program. The order confirmation email for his order ASXXXXX, also lists the road hazard protection as included following the 245/35R20 Pirelli tires, but was not listed as included with the 295/30R20 Pirelli tires priced at [redacted]
We are sorry that our customer had a road hazard event so soon after the purchase of his tires. Tire Rack contacted the tire manufacturer who has agreed to a [redacted] goodwill credit if the tire is returned. Tire Rack has also offered to match the [redacted] goodwill credit, for the returned tire. We also offered to sell the replacement tire at a [redacted] discount, with no charge for regular ground shipping. We do not want our customer to be disappointed with his purchase and have offered good will assistance with his tire that suffered road hazard damage. As an alternate accommodation, I can offer to sell the replacement for a one time [redacted] discount off our regular retail price, with no return or goodwill credit for the original tire.
Initial Consumer Rebuttal /* (3000, 9, 2016/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was deceived by the Tire Rack web site, the Tire Rack order confirmation, and the Tire Rack invoice. These documents clearly state that road hazard protection is included. None clearly state that only two tires are covered. It's unfortunate that Tire Rack will not honor its commitment and rectify the error it committed.
If necessary, if Tire Rack forces me to, I will pursue this through small claims court. It is not fair or legal that I should have to pay [redacted] for Tire Rack's error. That's the amount I would be out-of-pocket in addition to the original tire purchase, even counting the [redacted] discount on buying a fifth tire. That is not an equitable settlement, so I am rejecting it.
Final Business Response /* (4000, 11, 2016/12/17) */
Tire Rack contacted our customer to review placement of limitations. We are willing to review our process to prevent disappointment for other customers. We are providing a replacement tire at no change to our customer and [redacted] to install the tire.
Final Consumer Response /* (2000, 13, 2016/12/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Tire Rack says it will honor its original promise of road hazard protection for the tires I purchased, and says it will review its advertising and communications to eliminate sources of confusion going forward. This is a satisfactory outcome, and I thank Tire Rack for this conclusion.

Initial Business Response /* (1000, 5, 2016/10/24) */
On behalf of Tire Rack, I apologize that our customer service representative's follow up email after speaking to the tire vendor was not received. Our representative has been following up again with our customer at both phone numbers that we...

have on file and has left several messages.
Treadlife warranties offered by tire manufacturers are limited to tires that meet the criteria. We are sorry that our customer has one tire that has worn completely down to the wear bar. Unfortunately the other three tires are not worn to the wear bas, so are not yet eligible for pro-rated coverage for rapid wear. The tread depths recorded by our customer's dealer in July were 7/32nds, 6/32nds, and 5/32nds, for the other three tires. Tire Rack's customer service agent contacted Firestone on behalf of our customer to ask if they would consider pro-rating all of the tires, and they would not since the tires were not wearing evenly.
Tire Rack has offered a 25% discount on replacement tires to our customer, since the tires cannot be covered under the terms of the tire manufacturer's limited treadlife pro-rated guarantee. Firestone has projected that the remaining 3 tires could achieve many more miles prior to reaching the point of being completely worn.
If our customer has updated information to provide, we can appeal this again to Firestone. All warranties require that eligible tires are returned for the pro-rated coverage.

Initial Business Response /* (1000, 5, 2016/10/03) */
Tire Rack is pursuing the non receipt claim with our carrier UPS, for the original packages that UPS said were delivered on 9/9/16, to our customer's address. We shipped replacement wheels and tires to our customer on 9/26/16, to his workplace...

address and those packages were delivered on 9/28/16, signed for by our customer.
Initial Consumer Rebuttal /* (2000, 7, 2016/10/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2018/01/02) */
Tire Rack allows orders for customer pick up at certain distribution centers, with approved forms of payment. We do not accept [redacted] for point of sale purchases, and it does not show as a form of payment for customer pick up orders. There is...

no account for this consumer in our files, however, it appears he has contacted our company and we have tried offering reasonable solutions.
Initial Consumer Rebuttal /* (3000, 7, 2018/01/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The contact made was specifically in relation to the sale not being processes through [redacted] advised me tire rack kept cancleing the order and tire rack is blaming [redacted] This is not my job...I am the consumer. All I wanted to do was make a purchase. They offered me to use cash or credit. If I could I wouldnt of need [redacted] obviously. This company has poor service and very poor consumer relations. I do not need their services as I purcheased very easily through another vendor. Apparently tire rack doesnt need sales, and could care less about its consumers. There may not be a file for my trying sal as their site kept rejecting me, thats why I called, then reverted to email so all communication was documented. This company needs help in consumer affairs.
I do not except their response as they loed about offering me alternatives. They are clearly ignoring the main reason for this.
I will not remove my complaint here or anywhere else
BUYERS BEWARE..
Final Business Response /* (4000, 9, 2018/01/11) */
Tire Rack has made the business decision not to offer [redacted] as a payment option for Customer Pick up orders. We do not display it as a payment option on our website when customer pick up is selected. We are sorry that this is disappointing to this consumer, however, we do not have any current plans to change this business decision.

Initial Business Response /* (1000, 5, 2016/09/14) */
On behalf of Tire Rack, I apologize that our customer was not sent the proper rebate form. Since he has submitted the form for the [redacted] rebate direct from the tire manufacturer, we will credit the additional [redacted] difference direct to our...

customer's original form of payment. My customer service supervisor has contacted our customer to apologize for the trouble, and to let him know that we are issuing the credit he requested.

Initial Business Response /* (1000, 6, 2017/09/30) */
Tire Rack is sorry that our customer has experienced pitting in the finish of his wheels. Unfortunately all vehicles produce some level of brake dust which is corrosive to all finishes if allowed to remain on the wheels. Our wheel care guide...

explains in this way:
**Once your new wheels and tires are installed, step back and take a good look. The new, sharper appearance will accent your vehicle splendidly. They look great now; but unfortunately, your wheels are often the dirtiest part of your car because they are constantly exposed to the elements (corrosive brake dust, ocean or road salt, stones, cinders and sticky tar).
Damage caused by prolonged exposure to these elements will void the finish warranty on your wheels. It's important to clean them properly and often.**
Since the customer's specific wheel has been discontinued, we offered to either sell him a new set of wheels at a [redacted] discount, or refund 50% of the original price paid for the wheels (which equals the cost of 2 wheels.) Our customer asked for the credit which was completed on 9/27/17.
Initial Consumer Rebuttal /* (2000, 8, 2017/10/02) */
Tire Rack has come up with a resolution to my complaint and I am now considering this case closed.

Initial Business Response /* (1000, 5, 2015/04/11) */
Contact Name and Title: [redacted] Ofc Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@tirerack.com
Tire Rack received a picture from our customer of a wheel that has a piece of the inner lip that is missing. The wheels were not...

reported as received that way and the usual cause of damage like this, when the wheels are mounted to wheels and have been used, is impact as a result of a pothole or other type of road hazard. Ususally one of the tire/wheels will sustain the brunt of the damage from a road hazard occurance, although it is possible that more than one could become damaged. My customer service representative explained this to our customer who did not agree. She offered to have UPS pick up the wheel at our cost to have further inspection done at our headquarters. After our customer told our representative that he didn't feel he should have to return anything and should instead be sent a free wheel, she discussed the matter with her manager. Unfortunately since the wheels were purchased on closeout, there are no remaining wheels. We checked our returns area for any wheels returned with scratches or other cosmetic concerns, and we do not have any to match this wheel.
OFFER:
Tire Rack has offered two options as an accommodation to our customer, 1) credit for the damaged wheel, or 2) a very generous discount off a full set of replacement wheels.

Initial Business Response /* (1000, 5, 2015/06/11) */
Contact Name and Title: [redacted], Ofc Mgr
Contact Phone: XXX-XXX-XXXX x4295
Contact Email: [redacted]@tirerack.com
When our customer notified us of the failed attempts to initial the tire pressure monitor sensors, we shipping no charge...

replacements to our customer. He reported that those would not initialize either. They are shipped in sleep mode and cannot be initialized in that state. Unfortunately our customer had difficulty traveling to the installer to change out the sensors so they could be properly initialized, but we believed he still planned to do so.
OFFER:
We contacted our customer again and told him that once the new replacement sensors are returned, that we will credit him for the original sensors. That has been done and credit for the sensors, plus the labor incurred, has been credited to the original card used as payment.

Initial Business Response /* (1000, 5, 2015/08/04) */
Contact Name and Title: Cathy [redacted] Ofc Manager
Contact Phone: XXX-XXX-XXXXx5295
Contact Email: [redacted]@tirerack.com
The wheels purchased are a good fitment for the vehicle listed, and were ordered through our website. Tire Rack is aware of a...

more aggressive front wheel fitment, that some of our customers are using with success, however we do not list it on our website since it is outside of our recommendations.
OFFER:
My customer service representative contacted our customer again to offer the non-listed size, at a very steep discount. We do not want the original front wheels returned, since we do not resell used merchandise. Our customer has accepted our offer and is satisfied with the solution.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The business was prompt and very helpful. They got back to me fast and we were able to make an accord.

Our Customer Service Supervisor has reached out to our customer to let him know that we are sorry that his tires are wearing more rapidly than he expected. Also that the initial grip when driving was less than expected. Ride concerns about tire grip are covered for the first 2/32nds of wear. Unfortunately our customer didn't report this concern until the tires were worn well past that point.
As far as the wear concern, the [redacted] tires purchased do not have a treadlife warranty or coverage for rapid wear, from the manufacturer. We have offered a discount on replacement tires as a Tire Rack accommodation, when our customer is ready to replace his tires. Tire Rack can also contact the manufacturer on his behalf if he wishes, to see if there is any goodwill accommodation that they will offer, In our experience, the manufacturer will ask for the vehicle vin# and proof of mileage along with rotations. If our customer wants to supply this information, I'll ask my customer service team to follow up with the tire manufacturer.

Initial Business Response /* (1000, 5, 2017/11/14) */
Tire Rack is sorry that the replacement tires that we shipped at no charge for our customer did not resolve his concern. The second pair of replacement tires were tested at our facility prior to shipping and were found to have excellent specs...

when mounted to the wheels we use for testing. We have tried to reach our customer, and have spoken to our customer's father a couple of times to follow up on the concern. We arranged for return of the 4 new replacement tires which were at the installer, and have those tires back. We are waiting for our customer to let us know that the original tires are available for pick up by UPS from his home address. Once we have the original tires returned, we will issue credit in full for the tires we sold. Again, we are sorry for the customer's tire problem, and we want to help with the return. Our customer service representative also apologized for not responding to the most recent message as quickly as she should have.

3/2/18I am rejecting this response because:
Dear [redacted] I received 3 "Your Account Has Been Credited" emails from Tire Rack early this afternoon advising me that Tire Rack will be issuing me a credit for the: ATEQ TPMS QUICKSET Reset Tool ($119.99); four 17X7.5 5-114 ET45 MSW Type 86 wheels ($396.00); four 225/65R17 Michelin Latitude X-Ice Xi2 tires ($495.80); 24154 Chrome Cone Seat Wheel Lock Set ($21.95); and original shipping ($111.24). Still missing is Tire Rack's credit for the four 433Mhz S202 TPMS tire pressure sensors @ $188.00.  While this is probably an oversight from their "returns department", it will still need to be addressed before this Revdex.com complaint is resolved. Best, [redacted] 2347 Silver Creek Road Hellertown, PA 18055-2017 [redacted]

Initial Business Response /* (1000, 5, 2016/09/08) */
I apologize that our customer has had difficulty with the balancing of the tires he purchased. My customer service team leader has followed up with our customer to see what we need to do for final resolution.
After discussion it has been...

determined that Tire Rack will credit for the 3rd tire returned that the manufacturer would not cover, along with the [redacted] in labor charges he incurred. The total credit to be issued is [redacted] to our customer's original form of payment.