Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ Contact Name and Title: Cathy [redacted] Office Mgr Contact Phone: XXX-XXX-XXXX Contact Email: ***@tirerack.com Since our customer could not yet see the credit processed in error to her card, that had never been charged originally, the correction was cancelled yesterdayOur customer contacted us this morning to let Tire Rack know that the credit is showing as of 9/3/15, on her account, and gave us the okay to charge the amount back that should not have been refunded OFFER: Tire Rack shipped a tire that our customer had ordered, but had pulled the payment out of our deposit when our customer explained the hardship that would be causedWe were trying to help our customer each step of the way, and apologize for processing the credit to her in error, after the tire was refused and back at Tire Rack The error was discussed with all involved internally and steps have been taken to avoid for the futureWe apologize for the inconvenience Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I want to thank Sidney, the customer service supervisor for her efforts in keeping the customer, myself happyI had constant communicatio with her at all times throoughout the process andshe should be absolutely recognized for her efforts
Initial Business Response / [redacted] (1000, 7, 2016/12/08) */ Tire Rack customer service has offered to assist our customer with his tire that did not include road hazard coverageOur website shows that road hazard coverage is included with most eligible tiresThe eligible tire information is listed with the Tire Road Hazard protection certificateEach 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 detailsRoad 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 programThe order confirmation email for his order ASXXXXX, also lists the road hazard protection as included following the 245/35RPirelli tires, but was not listed as included with the 295/30RPirelli tires priced at [redacted] We are sorry that our customer had a road hazard event so soon after the purchase of his tiresTire Rack contacted the tire manufacturer who has agreed to a [redacted] goodwill credit if the tire is returnedTire Rack has also offered to match the [redacted] goodwill credit, for the returned tireWe also offered to sell the replacement tire at a [redacted] discount, with no charge for regular ground shippingWe do not want our customer to be disappointed with his purchase and have offered good will assistance with his tire that suffered road hazard damageAs 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 / [redacted] (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 invoiceThese documents clearly state that road hazard protection is includedNone clearly state that only two tires are coveredIt'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 courtIt is not fair or legal that I should have to pay [redacted] for Tire Rack's errorThat'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 tireThat is not an equitable settlement, so I am rejecting it Final Business Response / [redacted] (4000, 11, 2016/12/17) */ Tire Rack contacted our customer to review placement of limitationsWe are willing to review our process to prevent disappointment for other customersWe are providing a replacement tire at no change to our customer and [redacted] to install the tire Final Consumer Response / [redacted] (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 forwardThis is a satisfactory outcome, and I thank Tire Rack for this conclusion
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 expectedAlso that the initial grip when driving was less than expectedRide concerns about tire grip are covered for the first 2/32nds of wearUnfortunately 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 manufacturerWe have offered a discount on replacement tires as a Tire Rack accommodation, when our customer is ready to replace his tiresTire 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 rotationsIf our customer wants to supply this information, I'll ask my customer service team to follow up with the tire manufacturer
Initial Business Response / [redacted] (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 sidewallCustomer 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 / [redacted] (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 / [redacted] (1000, 5, 2015/11/05) */ Contact Name and Title: Cathy [redacted] , Ofc Manager Contact Phone: XXX-XXX-XXXXx Contact Email: ***@tirerack.com Treadlife warranties are provided by tire manufacturer's for certain tiresThere are no other warranties supplied by Tire Rack, either expressly or impliedThe tires purchased by our customer had a 50,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 milesTire 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 warrantyMy 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 outHowever, the percentage of credit was reduced but the remaining usable treadOur 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 $I'm sorry that our customer still feels that Tire Rack operates on our own termsWe 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 tiresWe feel that we have done everything that we could, to satisfy our customer Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) It shouldn't have even come to thatYou ask the customer to get measurements but then when everything is all said and done you do not honor their measurementsIt's bad business imo
Initial Business Response / [redacted] (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 / [redacted] (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 siteDue to the misunderstanding, my customer service team lead has followed up with the customer to credit for the return shippingAdditional credit in the amount of [redacted] was processed today
3.5.18Good afternoon The final credit has been processed in the amount of $on credit memo #CG Thank you Marti [redacted] | Customer Service Supervisor __________________________________________________________ Tire Rack
Initial Business Response / [redacted] (1000, 5, 2016/09/08) */ I apologize that our customer has had difficulty with the balancing of the tires he purchasedMy 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 incurredThe total credit to be issued is [redacted] to our customer's original form of payment
Initial Business Response / [redacted] (1000, 5, 2015/04/11) */ Contact Name and Title: [redacted] Ofc Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***@tirerack.com Tire Rack received a picture from our customer of a wheel that has a piece of the inner lip that is missingThe 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 hazardUsusally 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 damagedMy customer service representative explained this to our customer who did not agreeShe offered to have UPS pick up the wheel at our cost to have further inspection done at our headquartersAfter 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 managerUnfortunately since the wheels were purchased on closeout, there are no remaining wheelsWe 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 / [redacted] (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 / [redacted] (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 / [redacted] (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.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you
Initial Business Response / [redacted] (1000, 5, 2015/06/11) */ Contact Name and Title: [redacted] , Ofc Mgr Contact Phone: XXX-XXX-XXXX x Contact Email: ***@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 customerHe reported that those would not initialize eitherThey are shipped in sleep mode and cannot be initialized in that stateUnfortunately 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 sensorsThat 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 / [redacted] (1000, 5, 2015/05/26) */ Contact Name and Title: [redacted] , OfcMgr Contact Phone: XXX-XXX-XXXX ext Contact Email: ***@tirerack.com Tire Rack regularly assists our customers in obtaining applicable coverage for warranties provided by manufacturersWe are sorry that our customer is disappointed with the Sumitomo treadlife warranty provisionsWe explained the provisions and limitation of that warranty with our customer, prior to the return, who reported that the 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,and when removed at when removed, as required by the tire manufacturerThe tires were used for 37,milesUnfortunately when the tires were returned, they were not worn to the wearbar indicators and still had 4/32nds of treadTire Rack contacted Sumitomo to explain the situation and to ask for compensationThe 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 warrantyOur 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 $eachTire Rack also covered all of the return freight of $43+ as an additional accommodation for the misunderstanding regarding the return of the tiresWe 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 / [redacted] (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 snowWas forced to buy new tires within a yearIn addition, I had Monroe muffler check and confirm the treads were down to 2/in writingLastly I even took pictures of tires because I knew somewhere along the line tire rack would deny their wrong doingsI'm out plus dollars I provided documentation they asked forAnd I want to be reimbursed at least 60% of my total costI don't want to buy tires Again from tire rackTheir offer is totally unacceptableThis is bad business Final Business Response / [redacted] (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 tiresTire Rack didn't receive any paperwork to show the original miles at 153k plus OFFER: We will credit an additional $for each of the two tires, to make the total credit 60% of the original purchase price, to put this matter to restThis is completely a Tire Rack accommodation since the tire manufacturer has not and will not credit us for the tires
Initial Business Response / [redacted] (1000, 5, 2018/01/02) */ Tire Rack allows orders for customer pick up at certain distribution centers, with approved forms of paymentWe do not accept [redacted] for point of sale purchases, and it does not show as a form of payment for customer pick up ordersThere 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 / [redacted] (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 consumerAll I wanted to do was make a purchaseThey offered me to use cash or creditIf I could I wouldnt of need [redacted] obviouslyThis company has poor service and very poor consumer relationsI do not need their services as I purcheased very easily through another vendorApparently tire rack doesnt need sales, and could care less about its consumersThere 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 documentedThis company needs help in consumer affairs I do not except their response as they loed about offering me alternativesThey are clearly ignoring the main reason for this I will not remove my complaint here or anywhere else BUYERS BEWARE Final Business Response / [redacted] (4000, 9, 2018/01/11) */ Tire Rack has made the business decision not to offer [redacted] as a payment option for Customer Pick up ordersWe do not display it as a payment option on our website when customer pick up is selectedWe 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 / [redacted] (1000, 5, 2015/09/03) */ Contact Name and Title: Cathy [redacted] Office Mgr Contact Phone: XXX-XXX-XXXX Contact Email: ***@tirerack.com Since our customer could not yet see the credit processed in error to her card, that had never been charged originally, the correction was cancelled yesterdayOur customer contacted us this morning to let Tire Rack know that the credit is showing as of 9/3/15, on her account, and gave us the okay to charge the amount back that should not have been refunded OFFER: Tire Rack shipped a tire that our customer had ordered, but had pulled the payment out of our deposit when our customer explained the hardship that would be causedWe were trying to help our customer each step of the way, and apologize for processing the credit to her in error, after the tire was refused and back at Tire Rack The error was discussed with all involved internally and steps have been taken to avoid for the futureWe apologize for the inconvenience Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I want to thank Sidney, the customer service supervisor for her efforts in keeping the customer, myself happyI had constant communicatio with her at all times throoughout the process andshe should be absolutely recognized for her efforts
Initial Business Response / [redacted] (1000, 7, 2016/12/08) */ Tire Rack customer service has offered to assist our customer with his tire that did not include road hazard coverageOur website shows that road hazard coverage is included with most eligible tiresThe eligible tire information is listed with the Tire Road Hazard protection certificateEach 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 detailsRoad 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 programThe order confirmation email for his order ASXXXXX, also lists the road hazard protection as included following the 245/35RPirelli tires, but was not listed as included with the 295/30RPirelli tires priced at [redacted] We are sorry that our customer had a road hazard event so soon after the purchase of his tiresTire Rack contacted the tire manufacturer who has agreed to a [redacted] goodwill credit if the tire is returnedTire Rack has also offered to match the [redacted] goodwill credit, for the returned tireWe also offered to sell the replacement tire at a [redacted] discount, with no charge for regular ground shippingWe do not want our customer to be disappointed with his purchase and have offered good will assistance with his tire that suffered road hazard damageAs 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 / [redacted] (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 invoiceThese documents clearly state that road hazard protection is includedNone clearly state that only two tires are coveredIt'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 courtIt is not fair or legal that I should have to pay [redacted] for Tire Rack's errorThat'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 tireThat is not an equitable settlement, so I am rejecting it Final Business Response / [redacted] (4000, 11, 2016/12/17) */ Tire Rack contacted our customer to review placement of limitationsWe are willing to review our process to prevent disappointment for other customersWe are providing a replacement tire at no change to our customer and [redacted] to install the tire Final Consumer Response / [redacted] (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 forwardThis is a satisfactory outcome, and I thank Tire Rack for this conclusion
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 expectedAlso that the initial grip when driving was less than expectedRide concerns about tire grip are covered for the first 2/32nds of wearUnfortunately 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 manufacturerWe have offered a discount on replacement tires as a Tire Rack accommodation, when our customer is ready to replace his tiresTire 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 rotationsIf our customer wants to supply this information, I'll ask my customer service team to follow up with the tire manufacturer
Initial Business Response / [redacted] (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 sidewallCustomer 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 / [redacted] (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 / [redacted] (1000, 5, 2015/11/05) */ Contact Name and Title: Cathy [redacted] , Ofc Manager Contact Phone: XXX-XXX-XXXXx Contact Email: ***@tirerack.com Treadlife warranties are provided by tire manufacturer's for certain tiresThere are no other warranties supplied by Tire Rack, either expressly or impliedThe tires purchased by our customer had a 50,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 milesTire 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 warrantyMy 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 outHowever, the percentage of credit was reduced but the remaining usable treadOur 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 $I'm sorry that our customer still feels that Tire Rack operates on our own termsWe 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 tiresWe feel that we have done everything that we could, to satisfy our customer Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) It shouldn't have even come to thatYou ask the customer to get measurements but then when everything is all said and done you do not honor their measurementsIt's bad business imo
Initial Business Response / [redacted] (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 / [redacted] (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 siteDue to the misunderstanding, my customer service team lead has followed up with the customer to credit for the return shippingAdditional credit in the amount of [redacted] was processed today
3.5.18Good afternoon The final credit has been processed in the amount of $on credit memo #CG Thank you Marti [redacted] | Customer Service Supervisor __________________________________________________________ Tire Rack
Initial Business Response / [redacted] (1000, 5, 2016/09/08) */ I apologize that our customer has had difficulty with the balancing of the tires he purchasedMy 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 incurredThe total credit to be issued is [redacted] to our customer's original form of payment
Initial Business Response / [redacted] (1000, 5, 2015/04/11) */ Contact Name and Title: [redacted] Ofc Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***@tirerack.com Tire Rack received a picture from our customer of a wheel that has a piece of the inner lip that is missingThe 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 hazardUsusally 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 damagedMy customer service representative explained this to our customer who did not agreeShe offered to have UPS pick up the wheel at our cost to have further inspection done at our headquartersAfter 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 managerUnfortunately since the wheels were purchased on closeout, there are no remaining wheelsWe 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 / [redacted] (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 / [redacted] (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 / [redacted] (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.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you
Initial Business Response / [redacted] (1000, 5, 2015/06/11) */ Contact Name and Title: [redacted] , Ofc Mgr Contact Phone: XXX-XXX-XXXX x Contact Email: ***@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 customerHe reported that those would not initialize eitherThey are shipped in sleep mode and cannot be initialized in that stateUnfortunately 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 sensorsThat 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 / [redacted] (1000, 5, 2015/05/26) */ Contact Name and Title: [redacted] , OfcMgr Contact Phone: XXX-XXX-XXXX ext Contact Email: ***@tirerack.com Tire Rack regularly assists our customers in obtaining applicable coverage for warranties provided by manufacturersWe are sorry that our customer is disappointed with the Sumitomo treadlife warranty provisionsWe explained the provisions and limitation of that warranty with our customer, prior to the return, who reported that the 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,and when removed at when removed, as required by the tire manufacturerThe tires were used for 37,milesUnfortunately when the tires were returned, they were not worn to the wearbar indicators and still had 4/32nds of treadTire Rack contacted Sumitomo to explain the situation and to ask for compensationThe 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 warrantyOur 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 $eachTire Rack also covered all of the return freight of $43+ as an additional accommodation for the misunderstanding regarding the return of the tiresWe 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 / [redacted] (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 snowWas forced to buy new tires within a yearIn addition, I had Monroe muffler check and confirm the treads were down to 2/in writingLastly I even took pictures of tires because I knew somewhere along the line tire rack would deny their wrong doingsI'm out plus dollars I provided documentation they asked forAnd I want to be reimbursed at least 60% of my total costI don't want to buy tires Again from tire rackTheir offer is totally unacceptableThis is bad business Final Business Response / [redacted] (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 tiresTire Rack didn't receive any paperwork to show the original miles at 153k plus OFFER: We will credit an additional $for each of the two tires, to make the total credit 60% of the original purchase price, to put this matter to restThis is completely a Tire Rack accommodation since the tire manufacturer has not and will not credit us for the tires
Initial Business Response / [redacted] (1000, 5, 2018/01/02) */ Tire Rack allows orders for customer pick up at certain distribution centers, with approved forms of paymentWe do not accept [redacted] for point of sale purchases, and it does not show as a form of payment for customer pick up ordersThere 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 / [redacted] (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 consumerAll I wanted to do was make a purchaseThey offered me to use cash or creditIf I could I wouldnt of need [redacted] obviouslyThis company has poor service and very poor consumer relationsI do not need their services as I purcheased very easily through another vendorApparently tire rack doesnt need sales, and could care less about its consumersThere 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 documentedThis company needs help in consumer affairs I do not except their response as they loed about offering me alternativesThey are clearly ignoring the main reason for this I will not remove my complaint here or anywhere else BUYERS BEWARE Final Business Response / [redacted] (4000, 9, 2018/01/11) */ Tire Rack has made the business decision not to offer [redacted] as a payment option for Customer Pick up ordersWe do not display it as a payment option on our website when customer pick up is selectedWe are sorry that this is disappointing to this consumer, however, we do not have any current plans to change this business decision