First Security Financial Services, Inc.

Initial Business Response /* (1000, 6, 2015/07/14) */
Contact Name and Title: Cathy S[redacted], Office Mgr.
Contact Phone: 574-287-2316 ext 429
Contact Email: [redacted]@tirerack.com
Tire Rack reviewed the original contact to our customer, by our sales team regarding the size ordered, since it was...

outside our recommendations. We also reviewed the website logs to confirm that we shipped the tires as ordered. After reviewing the events, the customer was contacted so we could assist him with an order in the size that he wanted. He explained that the wheels were the issue, and that he has since purchased 16" wheels to work with the tires as ordered and received.
OFFER:
Offered a $100 accommodation credit, since our customer is keeping the tires as ordered.
Initial Consumer Rebuttal /* (2000, 8, 2015/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is a good compromise.
I had to keep the tires and purchase matching wheels, as I was in a time-crunch and the vehicle was declared unsafe to operate otherwise.

Initial Business Response /* (1000, 5, 2017/11/22) */
Tire Rack followed up again with our customer regarding his tires. There are two single tires purchased at different times with concerns. We will need one of the tires back to inspect to determine if it is warranty or road hazard concern. We...

are working with him to pick the tire up with our carrier at our expense.
Tire Rack will issue 50% credit for the tire that had been used for a couple of years, and had developed some strange wear causing noise and ride concerns.
Once we have the other tire back to inspect, we will contact our customer regarding the warranty.

Initial Business Response /* (1000, 6, 2015/08/25) */
Contact Name and Title: Cathy [redacted], Office Mgr.
Contact Phone: XXX-XXX-XXXX x4295
Contact Email: [redacted]@tirerack.com
Tire Rack was first contacted regarding the vibration with the wheel and tire package purchased and shipped May 6th, on July...

6th, 2015. We are sorry that the test results indicated that there was at least one or more bent wheels.
OFFER:
We contacted our customer again to offer to replace two wheels at no additional charge, or accommodate our customer half of the original purchase price of the wheels. Our customer agreed to the second choice, with an additional credit of a portion of the original shipping charge. The agreed upon credit was issued to our customer on 8/24/15, as a final resultion.

Initial Business Response /* (1000, 5, 2015/10/05) */
Contact Name and Title: Cathy [redacted], Ofc Manager
Contact Phone: XXX-XXX-XXXXx4295
Contact Email: [redacted]@tirerack.com
We are sorry for the difficulties our customer experienced with air loss, following the attempted wheel repair. ...

Unfortunately, no defect was found when the wheels were inspected. Repair to wheels is not always successful, and is something that voids the manufacturer's warranty.
OFFER:
As a one time accommodation, due to the misunderstanding, Tire Rack has contacted and agreed to supply our customer with two new replacement wheels at no charge. The customer has agreed that they will cover the labor costs to swap out the tires to the new wheels.

Initial Business Response /* (1000, 5, 2017/09/13) */
Tire Rack has followed up with our customer, and issued an additional credit for the freight charges as an accommodation. We had contacted the customer to discuss the sizing prior to shipping, and probably should have had our customer check...

what was on the vehicle.
Initial Consumer Rebuttal /* (2000, 7, 2017/09/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/10/30) */
Contact Name and Title: Cathy [redacted] Ofc Manager
Contact Phone: XXX-XXX-XXXXx4295
Contact Email: [redacted]@tirerack.com
Tire Rack had contacted the customer's dealer to request a copy of the invoice for the replacement tire. We were told by the...

dealer that there was no tire purchase, so we asked the customer for a copy so that we could forward on his behalf. After receiving this additional information showing Autonation on a copy of a charge slip, we contacted them as well. Both Autonation and MBZ stated that they supply purchase details to the customer only. We followed up with the road hazard administrator as well, but no itemized invoice had been supplied to validate the replacement tire purchase, per the terms of the road hazard certificate. They offered to reopen the claim, if an itemized invoice is supplied.
OFFER:
We contacted our customer offering to conference in with the dealer to see if that would help, or offer 50% credit for the tire as an accommodation. Our customer chose the 50% offer in the form of a Tire Rack gift certificate, which was sent to our customer yesterday.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find the response from Tire Rack to be false in regards to the statement that the dealer said there was no tire purchase, when in fact I purchased the tire from Autonation Mercedes in Delray Beach and provided a receipt. The Autonation dealer is a reputable business and has no reason to make a false statement to Tire Rack, so it is doubtful that Tire Rack even contacted the dealer. I would like to get the persons name that they spoke with and speak with their manager if they made such an incorrect statement. Then Tire Rack said the dealer stated they supply purchase details to the customer only. Why would the dealer say there was no tire purchased and then say they don't give out purchase info, only to the customer? This does not make sense?
Tire Rack rep. said they will only send me a gift certificate for half of the the amount the road hazard policy was to provide and that is the all they will do. To take it or leave it. I guess that if this is the best the Revdex.com can do I will take their offer as something is better than nothing.
I suggest buying tires from a local tire store in case there is a problem, you have someone to meet with face to face.
I would rate Tire Rack's customer service as a D- and their road hazard insurance company policy provider an F.
Final Business Response /* (4000, 9, 2015/11/17) */
Contact Name and Title: Cathy [redacted], Ofc Manager
The road hazard protection included with our customer's purchase is not a guarantee or warranty. If a tire fails due to a road hazard incident, and cannot be repaired, a detailed proof of purchase is required per the terms of the coverage. Please refer to the full terms and conditions, in particular:
9. If you do not purchase the replacement tire from Tire Rack, the replacement invoice must include: (i) the name and address of
the tire servicing facility from which you purchase the replacement tire, (ii) your full name and address, (iii) your vehicle year,
make and model, and (iv) the brand, type, size, and purchase price of the replacement tire.
The charge slip provided did not provide any of these details, so did not meet the requirements for the proof of replacement. Tire Rack has talked to Sandy and to Mark, at Autonation for Mercedes, attempting to obtain the necessary documentation. We have been told that either they 1) cannot locate it or 2) only provide to their customer. .
OFFER:
Our road hazard administrator is the one that processes the reimbursement - Tire Rack has simply tried to assist our customer, and also offered to conference him in with the dealer to see if they would provide with his okay. The gift certificate offered by our customer service representative was an accommodation. My customer service rep has attempted to reach our customer to ask if he would prefer a credit in the amount of the gift certificate instead, with no response.
Final Consumer Response /* (4200, 12, 2015/11/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't know how this Cathy [redacted] can make this false statement that I have not responded?
I have always responded to the person named Brittany. In fact I had spoke with Brittany and the person from the dealership (at the same time on the phone) who said they will provide the special receipt that Tire Rack has requested.

Initial Business Response /* (1000, 6, 2016/01/20) */
Contact Name and Title: Cathy [redacted], Ofc Manager
Contact Phone: XXX-XXX-XXXXx4295
Contact Email: [redacted]@tirerack.com
On behalf of Tire Rack, I apologize that our representative's promise to either have the tire covered by our Road Hazard...

protection program, or by Tire Rack, was not honored. Our representative should have explained that damage to the bead of the tire voids both the manufacturer's warranty, and the road hazard coverage. I am sorry that did not occur.
OFFER:
Tire Rack has refunded the balance of the $79.82 cost of the replacement tire. I apologize again for our failure to honor the original promise of full credit for the tire. In addition, I will also have a $30 Tire Rack gift certificate sent to our customer under separate cover, as an accommodation for the time and effort involved with this situation.
Initial Consumer Rebuttal /* (2000, 8, 2016/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was able to verify the final credit to my Visa card today 1/21/16 for my tire reimbursement from The Tire Rack. At this point I will consider this matter settled. I would, however, like to add this comment to the case : No consumer should EVER have to go through the lengths and fight like I did to have an obviously defective tire warrantied, especially when you are told by their employees that it will be covered ! It also shouldn't matter whether the refund is via the manufacturer or through road hazard, the customers consideration and safety should always be the first things addressed when a situation arises like this involving a obviously defective product. This didn't happen in this case and I will certainly NOT purchase tires from The Tire Rack again ! This was a valuable lesson for me and I intend to purchase my tires locally from now on.

Initial Business Response /* (1000, 5, 2016/01/28) */
We informed customer tire would not be under warranty when it was reported the tire had a split in the sidewall. Customer was not willing to accept that, so we offered to cover expense of returning tire for warranty inspection.
Tire was...

found to have road hazard damage, and the tire does not carry road hazard under the manufacturer warranty.
It was also determined the tire returned was not a tire we sold the customer based on the Department Of Transportation (DOT) information.
OFFER:
Return expense of tire for warranty inspection.
We offered a 50% discount on two previous occasions for tires returned with the same non warrantable road hazard condition, and chose not to extend the offer again being this was the third offense.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told that the tire was already sent in for a factory warranty inspection! An was told that the damage was cause by the installer ! An there was nothing they could do about it but return the tire back to me .That same installer !install three more tires an they r just fine ! I Think those guys need to get their facts straight ! Because they r clearly not on same page . an it funny now that they r saying the dot number doesn't match its the same information I gave them when I talk to ms Robinson on the an she pull the information on the tire up in her system an that's when she requested to send the in for an inspection an that she will check to c if they refund on the tire.I sent there tire as requested now I'm a refund! Thank

Initial Business Response /* (1000, 9, 2017/02/21) */
We are sorry that our customer did not receive the expected use from their tires. Two tires were returned for the manufacturer's treadlife warranty and the manufacturer agreed to issue a partial credit. That was completed on January 30th, with...

credit issued to the original form of payment. We have learned that the card had since been closed, however, we weren't aware of that until the credit has been processed. We have worked with the customer and the issuing bank to locate the funds, and the bank has explained they will assist our customer.
We contacted our customer about the remaining pair of tires sold and offered to either inspect those for warranty. One of those tires now has some further damage so we have offered a discount on replacement tires of the customer's choice.

Initial Business Response /* (1000, 5, 2016/08/30) */
On behalf of Tire Rack, I apologize that my Customer Service representative overlooked the pictures that were sent, when she returned from vacation. I had her contact you by phone and email to let you know that the photos were reviewed and that...

a defect in the finish was observed. I'm sorry for the finish problem with the wheel. A replacement wheel was shipped on 8/18/16, at no charge, and delivered by UPS on 8/25/16. Please let us know when the original wheel is available and we will have UPS pick it up at no cost to you, for return to Tire Rack, so that it can be returned to the manufacturer for warranty coverage.
Initial Consumer Rebuttal /* (3000, 7, 2016/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had informed the business that I'm out of the area on Business for the next month. They sent the wheel to my business anyways (Where I'm not at) then, proceeded to call me the next morning at 5:30 am to "Hound" me for when to expect to get the defective wheel sent back to them. They AGAIN, called twice in the same day, demanding I get the defective wheel to them IMMEDIATELY. Despite the fact that I'm a very LONG WAYS from the wheel. I finally told the rep to have UPS pick up the new wheel they shipped, so I wouldn't have to endure their harassing phone calls!
Final Consumer Response /* (4200, 11, 2016/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Tired of being harassed by this company. It's either their way, or no way. Even after telling them I'm out of the area until the middle of the month, they insist upon sending another wheel to where I am NOT at.
I contacted the manufacturer of the wheel directly, they are going to make arrangements to take care of me ASAP, where I am currently located.
So the long and short of it is: Tire Rack ignored the customer and tried to force the customer to adapt to their wishes, rather than work with the customer. Customer had to take time out of their busy life and process a warranty directly with the manufacturer.
Final Business Response /* (4000, 13, 2016/09/22) */
Tire Rack has apologized to our customer. We have held the wheel for future shipping, and asked if there was a better address that would be more convenient. I'm sorry that the well intentioned questions have not been received that way. We remain committed to replacing the wheel for our customer if he chooses. He has sent us an email telling us that he prefers to work directly with the wheel manufacturer. That is his choice and we will consider the matter to be closed. He has my information if wishes to contact me directly.

Initial Business Response /* (1000, 5, 2015/11/05) */
Contact Name and Title: Cathy [redacted], Ofc Manager
Contact Phone: XXX-XXX-XXXXx4295
Contact Email: [redacted]@tirerack.com
Treadlife warranties are provided by tire manufacturer's for certain tires. There are no other warranties supplied by Tire...

Rack, either expressly or implied. The tires purchased by our customer had a 50,000 mile warranty from Continental/General tire The provisions of the warranty are to reimburse for the percentage of miles that are not received, should the tires wear to the wear bar at 2/32nds, prior to achieving the stated miles. Tire Rack provided our customer with warranty information, and also explained prior to the tire return the requirements to receive benefit from the manufacturer's warranty.
OFFER:
The tires returned all had 5/32nds tread remaining, which disqualifies the tires from qualifying for the pro-rated tread life warranty. My customer service agent contacted Continental on behalf of our customer, and they agreed to a partial credit for all four tires, since the customer had been told locally that the tires were worn out. However, the percentage of credit was reduced but the remaining usable tread. Our customer remained disappointed with the outcome, so my customer service agent also offered and provided a 25% credit off another set of tires, in the amount of $165.60. I'm sorry that our customer still feels that Tire Rack operates on our own terms. We took extra steps to provide as much credit as possible for the returned tires, we covered the return shipping, and also provided a discount on a different set of tires. We feel that we have done everything that we could, to satisfy our customer.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It shouldn't have even come to that. You ask the customer to get measurements but then when everything is all said and done you do not honor their measurements. It's bad business imo.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[redacted], and find that this resolution is satisfactory to me.
Thank you.

Initial Business Response /* (1000, 5, 2016/11/23) */
Our customer ordered on line on 11/16/16. Tire Rack called and emailed our customer on 11/17 at 9:50 am EDT, to confirm the shipping address for his order since it was different than his billing address. We received a call back from our...

customer shortly before 10am EDT, confirming the order and the shipping address. Tire Rack picked the product, had it mounted and balanced as ordered, then loaded it on a UPS trailer at 11:30 am EDT. Our volume of shipping requires us to load trailers ourselves, and no driver picks up individual packages. Once the trailer is loaded and sealed, we cannot stop a shipment.
We received an email and phone call from our customer at approximately 3:30 & 4:30 pm EDT, asking us to cancel the order. Unfortunately the order had been loaded into a sealed trailer hours earlier so could not be stopped. We explained that it was too late to stop the order and that once returned we would credit less the original freight and minus the return shipping charges. In a subsequent email, our customer claimed that he called back at 9am that morning but had requested we cancel the order at that time. We reviewed the recorded call and our customer confirmed the order was correct as ordered, and was to be shipped to the address indicated when he ordered on line. There was no request to cancel made. We explained to our customer that our call was pulled for review, (our automated system states that calls may be monitored or recorded) and the order was confirmed with no request to cancel.
Our customer refused delivery and we credited for the tires, less the original shipping charges and the return shipping charges in the amount of $685.48, as explained by our customer service team.
Tire Rack has offered as an accommodation, to process credit for one way of the shipping charges, which is an additional $155.80. Although our customer has refused that offer by email, we will still honor our offer. I am also attaching the email exchange.
Initial Consumer Rebuttal /* (3000, 7, 2016/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Any business knows that you can send a stop shop order to the freight carrier so the instant the order is scanned at origin it is prevented from going any further. By tire rack failing to do this they caused the extra cost to be incurred on there end. They also had already shipped this load before they said I called and gave authorization to ship. I will be filing a lawsuit against tire rack for failing to give notice the calls where being recorded. I again told her at the end of the call to cancel the order and then called and emailed back later to confirm. I should have listened to all the reviews saying that tire rack is a scam and in the end does not save money. I as I have said from the beginning I will not be held liable for tire racks failure to handle this issued throughly.
Final Business Response /* (4000, 9, 2016/11/28) */
We received our customer's order on 11/16/16, and released the order to our warehouse for shipping after confirming the shipping address with our customer on 11/17/16.
Our customer is correct that there is a delivery intercept process that will return a package once it is scanned at the destination terminal. However, there is an additional per package charge for the intercept of $12.90-$25.00 per package that is assessed in addition to the return shipping charges. Those fees are charged back to the shipper Tire Rack, and are deducted from this type of return. We did not make this request because our customer did not want to incur more fees for the return.
Tire Rack has upheld our offer in our original response. We have refunded the return shipping charges to our customer's original form of payment. We are sorry that our customer remains unhappy, but we received no benefit from his order and have already absorbed the return shipping charges.