Initial Business Response / [redacted] (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 concernThe 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 testingWe have tried to reach our customer, and have spoken to our customer's father a couple of times to follow up on the concernWe arranged for return of the new replacement tires which were at the installer, and have those tires backWe are waiting for our customer to let us know that the original tires are available for pick up by UPS from his home addressOnce we have the original tires returned, we will issue credit in full for the tires we soldAgain, we are sorry for the customer's tire problem, and we want to help with the returnOur customer service representative also apologized for not responding to the most recent message as quickly as she should have
Initial Business Response / [redacted] (1000, 5, 2015/12/03) */ Contact Name and Title: Cathy [redacted] , Ofc Manager Contact Phone: XXX-XXX-XXXXx Contact Email: ***@tirerack.com Tire Rack apologizes that our customer has received conflicting informationMy 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 $he paid for return shipping as a further accommodation for the difficulties with the order Initial Consumer Rebuttal / [redacted] (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-When and if I do finally receive reimbursement, then and only then, will I accept the responseI am not going to give up my only leverage just because I am told the check is in the mail Final Business Response / [redacted] (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 nowThey confirmed that the $refund check has now been processed and mailed to our customerThe check # is XXXXXXI apologize for the delay in processing of the refund check OFFER:
Initial Business Response / [redacted] (1000, 5, 2016/05/02) */ Tire Rack has continued to work with our customer to resolve his vibration concernsWe offered to take all of the wheels back for full credit, or to replace two of the wheelsWe were not able to honor the request to road force the wheels, since that would require having his tires to testOur 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 himThe replacement wheels and tires were tested prior to our shipping and had road force measurements of and lbsThe replacements delivered to our customer 4/28/ Initial Consumer Rebuttal / [redacted] (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 Tire Rack did not provide thatNor 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 TireThe wheels returned and I could not believe what I was seeingThe CSR did eventually tell me that she was told the scores were and 9, and that they frequently calibrate their equipment, so there must be an issue with the equipment Matlock usedSo, today, I went to Harper VW to use their Hunter RoadForce machine: The wheels scored and The tech noted to me that one of the wheels looked a little warped when it was spinningI am attaching a photo of the wheel/tire at Matlock with a visible on the machine, and a photo of the wheel/tire at Harper with a visible Tire Rack has not fulfilled their end of the bargain on multiple issuesI am currently awaiting packing material and pre-paid shipping labels to return everythingI expect a FULL refund, including shipping [redacted] plus [redacted] for the Tire Rack sanctioned re-balanceI'm not asking anything for the other THREE trips for re-balancing and tire swappingI'm not asking anything for the SUBSTANTIAL lost wages I've incurred from this debacleI'm not asking anything for the time and effort I spent removing all wheels and re-installing with the correct bolt-tightening technique utilizing a torque wrenchOr, even the time and expense to go to the tire shop one more time to have my tires removed [redacted] Final Business Response / [redacted] (4000, 16, 2016/05/26) */ Credit for the labor reimbursement was processed today, 5/26/16, to our customer's original form of paymentPlease allow 2-business days for the issuing bank to apply the funds to the account
Initial Business Response / [redacted] (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 addressWe 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 / [redacted] (2000, 7, 2016/10/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2017/01/17) */ Thank you for the opportunity to respond to this concernTire 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 stateWe followed our procedures to contact our customer by the phone number provided and the email address enteredAfter receiving no answer or opportunity to leave a message at the phone number, we sent an email which was returned to usWe 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 difficultyThe order was cancelled the same day as requested by our customer, and was not chargedThe 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/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 againShe 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-business daysWe are sorry that we were unable to fulfill the order as placed before our customer's deadline
Initial Business Response / [redacted] (1000, 6, 2017/09/30) */ Tire Rack is sorry that our customer has experienced pitting in the finish of his wheelsUnfortunately all vehicles produce some level of brake dust which is corrosive to all finishes if allowed to remain on the wheelsOur wheel care guide explains in this way: **Once your new wheels and tires are installed, step back and take a good lookThe new, sharper appearance will accent your vehicle splendidlyThey 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 wheelsIt's important to clean them properly and often[redacted] 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 wheels.) Our customer asked for the credit which was completed on 9/27/ Initial Consumer Rebuttal / [redacted] (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 / [redacted] (1000, 5, 2015/08/14) */ Contact Name and Title: Cathy [redacted] , Office Mgr Contact Phone: XXX-XXX-XXXX ext Contact Email: ***@tirerack.com Tire Rack customer service has left messages and emailed our customer to offer other options to assist with replacement tiresWe 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 mile away from our installer, since used tires cannot be picked up from our installersWe cannot expect our installers to be our return shipping agentsour customer could also exchange the tires at a local authorized Continental/General tire dealerWe 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 day trial, while it is still applicable Initial Consumer Rebuttal / [redacted] (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 installersI am simply requesting the Tire Rack return shipping labels include picking up their merchandise from the same location they were delivered toI did not use their recommended installersAnd Ms [redacted] fails to note that their requirement is for the tires to be picked up at the customer's residenceShe 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 installedIt 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 residenceAgain, I believe this is a tactic to discourage legitimate returnsAlso, 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 / [redacted] (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 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 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 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 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 returnedAnd no necessity for the appointment at Koby for tire replacement 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 / [redacted] (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 resolutionThat 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 carrierThis will not changeWe can and have offered various alternatives to assist our customerHowever, 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 tiresThe call in question was reviewedThe 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 onlyA workplace address is also acceptable OFFER: Tire Rack is prepared to offer any of the following solutions: 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 modelThis option does not include pick up of the tiresThe tires can be dropped off at any of the carriers staffed drop off locations, or can be handed directly to a UPS driverCredit less freight will be issued with proof of purchase of another Continental/General replacement tire UPS return services pick up at the customer's home address or work place Tire Rack can work with Continental/General to try to facilitate exchange of the tires locally for another Continental/General brand tireThis isn't always possible at every dealer, since Continental/General does not require the dealer to handle Our customer can schedule and pay for the pick up and return of the original tires, by the ground shipping method of their choiceTire 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 / [redacted] (1000, 5, 2017/11/29) */ Tire Rack provides replacement product when delivery of the order is unsuccessfulWe typically do not offer credit instead of replacement product since the customer should still need the itemsThat 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 accountAlthough 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 receivedSince the customer is receiving the requested refund for the original charge from his original payment, we issued an internal void of the transactionWe are sorry that the customer's shipment is missingHe has received refund through his original method of payment
Initial Business Response / [redacted] (1000, 5, 2017/11/04) */ Tire Rack split the order to ship the product from the most efficient distribution centersUnfortunately our customer's special pricing was not retained, which was our errorThe order was updated right away, however not before an authorization which exceeded the original took placeWe have voided the authorization that exceeded the original amount, and resubmitted for the corrected amountThe original total was the only amount charged when the complete order shippedWe 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 concernWe apologize that this was not communicated appropriately Initial Consumer Rebuttal / [redacted] (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 consentI had to fight for a week hust to get a response And being told I could not speak with a manger was very unprofesionalCustomer 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 reallyMy 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 / [redacted] (4000, 9, 2017/11/10) */ We apologize that we did not reach our customer directly before splitting the order to ship from two distribution centersTire Rack has attempted to contact our customer on several occasions and different dates, to apologize by phoneOur customer service supervisor and manager have also called to follow up, however, the calls go to voice mail with a mailbox that is fullWe are again very sorry for the error that occurred
Initial Business Response / [redacted] (1000, 5, 2017/12/12) */ Tire Rack received your complaint about the [redacted] tires we sold to you for your order CAXXXXXYour tires were shipped directly to Tire Rack from [redacted] tire and are well within industry standards for tires properly storedWe 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 So they were manufactured in September of 2016, making them just over one year from the date of manufactureI'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 frameWe are sorry that you are disappointed with the tires as supplied Tire Rack will honor your request for a $accommodation per tire, which is a total of $credit, as a one tie accommodationWe will also supply the Revdex.com with a copy of this resolution
Initial Business Response / [redacted] (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 vacationI 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 observedI'm sorry for the finish problem with the wheelA replacement wheel was shipped on 8/18/16, at no charge, and delivered by UPS on 8/25/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 / [redacted] (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 monthThey sent the wheel to my business anyways (Where I'm not at) then, proceeded to call me the next morning at 5:am to "Hound" me for when to expect to get the defective wheel sent back to themThey AGAIN, called twice in the same day, demanding I get the defective wheel to them IMMEDIATELYDespite the fact that I'm a very LONG WAYS from the wheelI 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 / [redacted] (4200, 11, 2016/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Tired of being harassed by this companyIt's either their way, or no wayEven 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 customerCustomer had to take time out of their busy life and process a warranty directly with the manufacturer Final Business Response / [redacted] (4000, 13, 2016/09/22) */ Tire Rack has apologized to our customerWe have held the wheel for future shipping, and asked if there was a better address that would be more convenientI'm sorry that the well intentioned questions have not been received that wayWe remain committed to replacing the wheel for our customer if he choosesHe has sent us an email telling us that he prefers to work directly with the wheel manufacturerThat is his choice and we will consider the matter to be closedHe has my information if wishes to contact me directly
Initial Business Response / [redacted] (1000, 8, 2017/10/09) */ Tire Rack provided our customer with the information in the terms and conditions of the road hazard coverage programOur coverage provider includes the information that the documentation to complete the claim must be received within days, with the email explanation of the documentation that is neededWe are sorry that this information was overlooked, until both the days and the two year road hazard coverage period had passedWe offered and processed a credit to our customer for 50% of the cost of the replacement tireThat credit was processed to our customer's credit card last week
Initial Business Response / [redacted] (1000, 6, 2016/01/20) */ Contact Name and Title: Cathy [redacted] , Ofc Manager Contact Phone: XXX-XXX-XXXXx Contact Email: ***@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 honoredOur representative should have explained that damage to the bead of the tire voids both the manufacturer's warranty, and the road hazard coverageI am sorry that did not occur OFFER: Tire Rack has refunded the balance of the $cost of the replacement tireI apologize again for our failure to honor the original promise of full credit for the tireIn addition, I will also have a $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 / [redacted] (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/for my tire reimbursement from The Tire RackAt this point I will consider this matter settledI 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 productThis 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
(The consumer indicated he/she DID NOT accept the response from the business.) Response to [redacted] Customer Service Supervisor: Thank you for the apologyAnd thank you for the offer but 15% off a future purchase is simply unacceptableAs I previously stated to your colleague, this purchase is my first and last with Tire RackI have always purchased [redacted] tires for all of my vehicles and never had an issue ariseI never had to go out of my way to file a complaint or even post a negative reviewI 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 $purchaseIn my experience, a full set of tires with installation will usually cost at least $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 apologyBut outside of a replacement or reasonable credit towards a future purchase, nothing less will be accepted
3/2/18I am rejecting this response because: Dear [redacted] I received "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 17X5-ETMSW Type wheels ($396.00); four 225/65RMichelin Latitude X-Ice Xitires ($495.80); Chrome Cone Seat Wheel Lock Set ($21.95); and original shipping ($111.24)Still missing is Tire Rack's credit for the four 433Mhz STPMS tire pressure sensors @ $ While this is probably an oversight from their "returns department", it will still need to be addressed before this Revdex.com complaint is resolvedBest, [redacted] Silver Creek Road Hellertown, PA 18055- [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/07/14) */ Contact Name and Title: Cathy S [redacted] , Office Mgr Contact Phone: 574-287-ext Contact Email: ***@tirerack.com Tire Rack reviewed the original contact to our customer, by our sales team regarding the size ordered, since it was outside our recommendationsWe also reviewed the website logs to confirm that we shipped the tires as orderedAfter reviewing the events, the customer was contacted so we could assist him with an order in the size that he wantedHe 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 $accommodation credit, since our customer is keeping the tires as ordered Initial Consumer Rebuttal / [redacted] (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 / [redacted] (1000, 5, 2015/08/12) */ Contact Name and Title: Cathy [redacted] , Office Mgr Contact Phone: XXX-XXX-XXXX ext [redacted] Contact Email: ***@tirerack.com Tire Rack is the distributor and we have been in contact with the tire manufacturer regarding our customer's quality concernsWe have replaced a tire at no charge and also two tires at a deep discountSince 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 returnedAs a customer accommodation, Tire Rack will cover the balance for the returned tiresWe 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 / [redacted] (1000, 5, 2015/07/30) */ Contact Name and Title: Cathy [redacted] , Ofc Manager Contact Phone: XXX-XXX-XXXXx Contact Email: ***@tirerack.com I apologize for any misunderstanding that occurred as a result of our customer's call to report his tire damageThe calls placed to Tire Rack, and to our road hazard claims adminitrator were reviewedThere 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-business daysShe also advised that ground shipping charges for the replacement tires, are included in the refund, when the new order is placed with Tire RackThere was mention of possible local replacement, so shipping charges would not be a factor, however, the local price may be higherMy 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 todaySince the customer chose to replace with a more expensive tire, he has been charged for the tire price difference onlyArrangements 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 / [redacted] (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 purchaseWe followed up with their fulfillment company again, who confirmed that the reissued card was not activated or usedWe asked them to send a replacement with tracking information so that we could follow the delivery of the rebate for our customerWe monitored the delivery and after seeing the carrier's delivery notice, followed up with our customerHe confirmed that his wife received deliveryTire 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
Initial Business Response / [redacted] (1000, 5, 2015/10/05) */ Contact Name and Title: Cathy [redacted] , Ofc Manager Contact Phone: XXX-XXX-XXXXx Contact Email: ***@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 inspectedRepair 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 chargeThe customer has agreed that they will cover the labor costs to swap out the tires to the new wheels
Initial Business Response / [redacted] (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 concernThe 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 testingWe have tried to reach our customer, and have spoken to our customer's father a couple of times to follow up on the concernWe arranged for return of the new replacement tires which were at the installer, and have those tires backWe are waiting for our customer to let us know that the original tires are available for pick up by UPS from his home addressOnce we have the original tires returned, we will issue credit in full for the tires we soldAgain, we are sorry for the customer's tire problem, and we want to help with the returnOur customer service representative also apologized for not responding to the most recent message as quickly as she should have
Initial Business Response / [redacted] (1000, 5, 2015/12/03) */ Contact Name and Title: Cathy [redacted] , Ofc Manager Contact Phone: XXX-XXX-XXXXx Contact Email: ***@tirerack.com Tire Rack apologizes that our customer has received conflicting informationMy 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 $he paid for return shipping as a further accommodation for the difficulties with the order Initial Consumer Rebuttal / [redacted] (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-When and if I do finally receive reimbursement, then and only then, will I accept the responseI am not going to give up my only leverage just because I am told the check is in the mail Final Business Response / [redacted] (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 nowThey confirmed that the $refund check has now been processed and mailed to our customerThe check # is XXXXXXI apologize for the delay in processing of the refund check OFFER:
Initial Business Response / [redacted] (1000, 5, 2016/05/02) */ Tire Rack has continued to work with our customer to resolve his vibration concernsWe offered to take all of the wheels back for full credit, or to replace two of the wheelsWe were not able to honor the request to road force the wheels, since that would require having his tires to testOur 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 himThe replacement wheels and tires were tested prior to our shipping and had road force measurements of and lbsThe replacements delivered to our customer 4/28/ Initial Consumer Rebuttal / [redacted] (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 Tire Rack did not provide thatNor 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 TireThe wheels returned and I could not believe what I was seeingThe CSR did eventually tell me that she was told the scores were and 9, and that they frequently calibrate their equipment, so there must be an issue with the equipment Matlock usedSo, today, I went to Harper VW to use their Hunter RoadForce machine: The wheels scored and The tech noted to me that one of the wheels looked a little warped when it was spinningI am attaching a photo of the wheel/tire at Matlock with a visible on the machine, and a photo of the wheel/tire at Harper with a visible Tire Rack has not fulfilled their end of the bargain on multiple issuesI am currently awaiting packing material and pre-paid shipping labels to return everythingI expect a FULL refund, including shipping [redacted] plus [redacted] for the Tire Rack sanctioned re-balanceI'm not asking anything for the other THREE trips for re-balancing and tire swappingI'm not asking anything for the SUBSTANTIAL lost wages I've incurred from this debacleI'm not asking anything for the time and effort I spent removing all wheels and re-installing with the correct bolt-tightening technique utilizing a torque wrenchOr, even the time and expense to go to the tire shop one more time to have my tires removed [redacted] Final Business Response / [redacted] (4000, 16, 2016/05/26) */ Credit for the labor reimbursement was processed today, 5/26/16, to our customer's original form of paymentPlease allow 2-business days for the issuing bank to apply the funds to the account
Initial Business Response / [redacted] (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 addressWe 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 / [redacted] (2000, 7, 2016/10/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 5, 2017/01/17) */ Thank you for the opportunity to respond to this concernTire 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 stateWe followed our procedures to contact our customer by the phone number provided and the email address enteredAfter receiving no answer or opportunity to leave a message at the phone number, we sent an email which was returned to usWe 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 difficultyThe order was cancelled the same day as requested by our customer, and was not chargedThe 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/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 againShe 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-business daysWe are sorry that we were unable to fulfill the order as placed before our customer's deadline
Initial Business Response / [redacted] (1000, 6, 2017/09/30) */ Tire Rack is sorry that our customer has experienced pitting in the finish of his wheelsUnfortunately all vehicles produce some level of brake dust which is corrosive to all finishes if allowed to remain on the wheelsOur wheel care guide explains in this way: **Once your new wheels and tires are installed, step back and take a good lookThe new, sharper appearance will accent your vehicle splendidlyThey 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 wheelsIt's important to clean them properly and often[redacted] 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 wheels.) Our customer asked for the credit which was completed on 9/27/ Initial Consumer Rebuttal / [redacted] (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 / [redacted] (1000, 5, 2015/08/14) */ Contact Name and Title: Cathy [redacted] , Office Mgr Contact Phone: XXX-XXX-XXXX ext Contact Email: ***@tirerack.com Tire Rack customer service has left messages and emailed our customer to offer other options to assist with replacement tiresWe 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 mile away from our installer, since used tires cannot be picked up from our installersWe cannot expect our installers to be our return shipping agentsour customer could also exchange the tires at a local authorized Continental/General tire dealerWe 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 day trial, while it is still applicable Initial Consumer Rebuttal / [redacted] (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 installersI am simply requesting the Tire Rack return shipping labels include picking up their merchandise from the same location they were delivered toI did not use their recommended installersAnd Ms [redacted] fails to note that their requirement is for the tires to be picked up at the customer's residenceShe 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 installedIt 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 residenceAgain, I believe this is a tactic to discourage legitimate returnsAlso, 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 / [redacted] (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 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 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 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 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 returnedAnd no necessity for the appointment at Koby for tire replacement 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 / [redacted] (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 resolutionThat 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 carrierThis will not changeWe can and have offered various alternatives to assist our customerHowever, 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 tiresThe call in question was reviewedThe 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 onlyA workplace address is also acceptable OFFER: Tire Rack is prepared to offer any of the following solutions: 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 modelThis option does not include pick up of the tiresThe tires can be dropped off at any of the carriers staffed drop off locations, or can be handed directly to a UPS driverCredit less freight will be issued with proof of purchase of another Continental/General replacement tire UPS return services pick up at the customer's home address or work place Tire Rack can work with Continental/General to try to facilitate exchange of the tires locally for another Continental/General brand tireThis isn't always possible at every dealer, since Continental/General does not require the dealer to handle Our customer can schedule and pay for the pick up and return of the original tires, by the ground shipping method of their choiceTire 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 / [redacted] (1000, 5, 2017/11/29) */ Tire Rack provides replacement product when delivery of the order is unsuccessfulWe typically do not offer credit instead of replacement product since the customer should still need the itemsThat 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 accountAlthough 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 receivedSince the customer is receiving the requested refund for the original charge from his original payment, we issued an internal void of the transactionWe are sorry that the customer's shipment is missingHe has received refund through his original method of payment
Initial Business Response / [redacted] (1000, 5, 2017/11/04) */ Tire Rack split the order to ship the product from the most efficient distribution centersUnfortunately our customer's special pricing was not retained, which was our errorThe order was updated right away, however not before an authorization which exceeded the original took placeWe have voided the authorization that exceeded the original amount, and resubmitted for the corrected amountThe original total was the only amount charged when the complete order shippedWe 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 concernWe apologize that this was not communicated appropriately Initial Consumer Rebuttal / [redacted] (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 consentI had to fight for a week hust to get a response And being told I could not speak with a manger was very unprofesionalCustomer 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 reallyMy 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 / [redacted] (4000, 9, 2017/11/10) */ We apologize that we did not reach our customer directly before splitting the order to ship from two distribution centersTire Rack has attempted to contact our customer on several occasions and different dates, to apologize by phoneOur customer service supervisor and manager have also called to follow up, however, the calls go to voice mail with a mailbox that is fullWe are again very sorry for the error that occurred
Initial Business Response / [redacted] (1000, 5, 2017/12/12) */ Tire Rack received your complaint about the [redacted] tires we sold to you for your order CAXXXXXYour tires were shipped directly to Tire Rack from [redacted] tire and are well within industry standards for tires properly storedWe 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 So they were manufactured in September of 2016, making them just over one year from the date of manufactureI'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 frameWe are sorry that you are disappointed with the tires as supplied Tire Rack will honor your request for a $accommodation per tire, which is a total of $credit, as a one tie accommodationWe will also supply the Revdex.com with a copy of this resolution
Initial Business Response / [redacted] (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 vacationI 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 observedI'm sorry for the finish problem with the wheelA replacement wheel was shipped on 8/18/16, at no charge, and delivered by UPS on 8/25/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 / [redacted] (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 monthThey sent the wheel to my business anyways (Where I'm not at) then, proceeded to call me the next morning at 5:am to "Hound" me for when to expect to get the defective wheel sent back to themThey AGAIN, called twice in the same day, demanding I get the defective wheel to them IMMEDIATELYDespite the fact that I'm a very LONG WAYS from the wheelI 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 / [redacted] (4200, 11, 2016/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Tired of being harassed by this companyIt's either their way, or no wayEven 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 customerCustomer had to take time out of their busy life and process a warranty directly with the manufacturer Final Business Response / [redacted] (4000, 13, 2016/09/22) */ Tire Rack has apologized to our customerWe have held the wheel for future shipping, and asked if there was a better address that would be more convenientI'm sorry that the well intentioned questions have not been received that wayWe remain committed to replacing the wheel for our customer if he choosesHe has sent us an email telling us that he prefers to work directly with the wheel manufacturerThat is his choice and we will consider the matter to be closedHe has my information if wishes to contact me directly
Initial Business Response / [redacted] (1000, 8, 2017/10/09) */ Tire Rack provided our customer with the information in the terms and conditions of the road hazard coverage programOur coverage provider includes the information that the documentation to complete the claim must be received within days, with the email explanation of the documentation that is neededWe are sorry that this information was overlooked, until both the days and the two year road hazard coverage period had passedWe offered and processed a credit to our customer for 50% of the cost of the replacement tireThat credit was processed to our customer's credit card last week
Initial Business Response / [redacted] (1000, 6, 2016/01/20) */ Contact Name and Title: Cathy [redacted] , Ofc Manager Contact Phone: XXX-XXX-XXXXx Contact Email: ***@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 honoredOur representative should have explained that damage to the bead of the tire voids both the manufacturer's warranty, and the road hazard coverageI am sorry that did not occur OFFER: Tire Rack has refunded the balance of the $cost of the replacement tireI apologize again for our failure to honor the original promise of full credit for the tireIn addition, I will also have a $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 / [redacted] (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/for my tire reimbursement from The Tire RackAt this point I will consider this matter settledI 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 productThis 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
(The consumer indicated he/she DID NOT accept the response from the business.) Response to [redacted] Customer Service Supervisor: Thank you for the apologyAnd thank you for the offer but 15% off a future purchase is simply unacceptableAs I previously stated to your colleague, this purchase is my first and last with Tire RackI have always purchased [redacted] tires for all of my vehicles and never had an issue ariseI never had to go out of my way to file a complaint or even post a negative reviewI 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 $purchaseIn my experience, a full set of tires with installation will usually cost at least $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 apologyBut outside of a replacement or reasonable credit towards a future purchase, nothing less will be accepted
3/2/18I am rejecting this response because: Dear [redacted] I received "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 17X5-ETMSW Type wheels ($396.00); four 225/65RMichelin Latitude X-Ice Xitires ($495.80); Chrome Cone Seat Wheel Lock Set ($21.95); and original shipping ($111.24)Still missing is Tire Rack's credit for the four 433Mhz STPMS tire pressure sensors @ $ While this is probably an oversight from their "returns department", it will still need to be addressed before this Revdex.com complaint is resolvedBest, [redacted] Silver Creek Road Hellertown, PA 18055- [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/07/14) */ Contact Name and Title: Cathy S [redacted] , Office Mgr Contact Phone: 574-287-ext Contact Email: ***@tirerack.com Tire Rack reviewed the original contact to our customer, by our sales team regarding the size ordered, since it was outside our recommendationsWe also reviewed the website logs to confirm that we shipped the tires as orderedAfter reviewing the events, the customer was contacted so we could assist him with an order in the size that he wantedHe 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 $accommodation credit, since our customer is keeping the tires as ordered Initial Consumer Rebuttal / [redacted] (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 / [redacted] (1000, 5, 2015/08/12) */ Contact Name and Title: Cathy [redacted] , Office Mgr Contact Phone: XXX-XXX-XXXX ext [redacted] Contact Email: ***@tirerack.com Tire Rack is the distributor and we have been in contact with the tire manufacturer regarding our customer's quality concernsWe have replaced a tire at no charge and also two tires at a deep discountSince 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 returnedAs a customer accommodation, Tire Rack will cover the balance for the returned tiresWe 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 / [redacted] (1000, 5, 2015/07/30) */ Contact Name and Title: Cathy [redacted] , Ofc Manager Contact Phone: XXX-XXX-XXXXx Contact Email: ***@tirerack.com I apologize for any misunderstanding that occurred as a result of our customer's call to report his tire damageThe calls placed to Tire Rack, and to our road hazard claims adminitrator were reviewedThere 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-business daysShe also advised that ground shipping charges for the replacement tires, are included in the refund, when the new order is placed with Tire RackThere was mention of possible local replacement, so shipping charges would not be a factor, however, the local price may be higherMy 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 todaySince the customer chose to replace with a more expensive tire, he has been charged for the tire price difference onlyArrangements 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 / [redacted] (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 purchaseWe followed up with their fulfillment company again, who confirmed that the reissued card was not activated or usedWe asked them to send a replacement with tracking information so that we could follow the delivery of the rebate for our customerWe monitored the delivery and after seeing the carrier's delivery notice, followed up with our customerHe confirmed that his wife received deliveryTire 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
Initial Business Response / [redacted] (1000, 5, 2015/10/05) */ Contact Name and Title: Cathy [redacted] , Ofc Manager Contact Phone: XXX-XXX-XXXXx Contact Email: ***@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 inspectedRepair 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 chargeThe customer has agreed that they will cover the labor costs to swap out the tires to the new wheels