Keith's Custom Homes & Remodeling

Attn: Revdex.com Subject: [redacted] Complaint Review From: [redacted]- Manager RNR Tire Express Date: 4-27-2017   In response, I answered the issue of the sensors and as I stated we quoted a total of $300 which is $75 each. This is our standard charge for any aftermarket sensors. Next, we have no salesperson by the name of [redacted] that works for us. If [redacted] came in over 2 months ago and we looked up her vehicle information, we would have found that her tire cannot be replaced. If we told her we could not help her in getting a factory replacement, we would have advised her that if she wanted to do that, she would have to go to a dealership or a junk yard to seek replacement as we only carry aftermarket wheels. Our policy is we charge a 25% restocking fee for all customer cancelled orders. We did special order the tires for her and set up the installation time as this is not a size we have in stock. It is clearly posted on the wall near both computers located on the counter.  Our company incurs shipping cost to get the special-order wheels to the store and incurs shipping cost to return the wheels back to the vendor.  This is why we charge a 25% restocking fee.   Please let me know if you need anything further. Thanks, [redacted] Manager

To whom it may concern:    Ms. L[redacted] J[redacted] entered into our pay as you go program on 12/5/2016.  Our agreement was signed by the customer for 78 weekly payments of 28.89, she has paid 50 of the 78 payments.  She has the option to pay the agreement at anytime per our...

rental agreement.  To obtain ownership of the product she can pay the remaining 28 payments or take advantage of the early payoff option.  To obtain the early payoff balance she would need to contact our store in Anderson where her agreement was signed.  RNR Tire Express's position is that her agreement is not paid off and she still owes monies to obtain ownership of her merchandise.  If Ms. J[redacted] would like to discuss the situation she needs to contact our store in Anderson. G[redacted] M[redacted]RM RNR Tire Express

...

                                        ...⇄                           29 Feb 2016 To Whom It May Concern:     This correspondence is in reference to a complaint filed against RNR Tires by [redacted].  The complaint Mrs. [redacted] filed with the Revdex.com could have been avoided by Ms. [redacted] simply doing what she agreed upon in her lease agreement which is to make each and every renewal on or before its due date.   The fact in this matter is Ms. [redacted] would not come into the store as required to make the weekly renewal on the accounts making it necessary for us to attempt to make contact with her based on the length of her delinquency and that she had not made contact with the store herself to make payment arrangements.  On the occasion mentioned, Ms. [redacted] did in fact come in to the store at closing time. Our Accounts Representative did make the final contact attempt of the day while Ms. [redacted] was in the store, as he was unaware she was in the building.  The Account Representative apologized for the contact. Ms. [redacted] came in the store after close of business while we were in the process of closing our computers, making it necessary for us to give her a hand written receipt showing the account paid in full.   As I was leaving I did see Ms. [redacted] in the parking lot working on a vehicle with several other people, I did not ask if they required assistance because while in the store Ms. [redacted] was rather verbally abusive towards store staff and therefore I assumed she was still angry and wanted nothing to do with us at that time. We definitely strive to give exceptional customer service to each and every one of our valued customers. Thank you for your time.   Sincerely, [redacted] Manager RNR Wheels Spartanburg, SC

I wish to cancel/withdraw this complaint,resolution has been obtained.ID #[redacted]

Attn: Revdex.com Subject: [redacted] Complaint From: [redacted]- Manager RNR Tire Express Date: 4-21-2017   [redacted] had come into and called our store on multiple occasions through the process. I, [redacted], had personally helped her on two of her visits. She told me that her tires...

could not be replaced and the Toyota dealership had quoted her $3000 to replace her wheels and tires. I showed her our aftermarket wheels that would properly fit her vehicle which were 18”. She said she was not sure and I suggested that you could go to our website and look at other wheels that could be ordered. She returned to the store and showed me two pictures of wheels she liked and I told her I would have to call the manufacturer to check on availability and price. I showed her the wheel we had in stock and explained the package pricing was $1199 plus tax and disposal for in stock items. I took the wheel out to her van and placed it next to it so she and her husband, who was in the van, could look at it. They both agreed they liked it and I explained that we have to order the proper tire size in to install. She returned to the store later and told [redacted] that she wanted to go ahead and order the tires to set up the installation. She then asked the price again, put down $600, and said she would pay the balance upon installation. He put together a quote sheet with her information and gave her a copy per her request. We also informed her at that time that we could not use her sensors in her current wheel as they could not be removed. If she wanted sensors, we charge $75 each for a total of $300. After that she was shopping tires and wanted us to beat her lowest price. We explained that we guarantee the best price on same brand tire, but cannot compare brands we don’t have access to. She got upset and told [redacted] she was trying to save money and that she would buy the tires elsewhere and wanted us to install them. She was informed that we do not normally do that as there is a risk involved if there is an issue with a tire, but if we did it we would charge $30 a tire to mount and balance or she could take the wheels to where she bought the tires. She got upset with this. When she came in on Saturday, all associates were busy and she did have to wait a few minutes to get service. She informed [redacted] she did not want to do business with us and he said that is fine. She wanted a refund at we told her no problem but there is a 25% restocking fee as we special ordered the tires for her. She said she was not told that and we showed her that its posted on the wall in two places near both registers. She said fine and we refunded $450 back on her card. Please let me know if you need anything further. Thanks, [redacted] Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  I did deal with [redacted] and he was very courteous the whole time no doubt.  Again, they provide wrong information. This was for a Honda [redacted] vehicle, not a Toyota.  It's the information that [redacted] had given me on the phone and his attitude at the store. Not only him, but also the rep by the name of [redacted].  I even asked [redacted] when I was quoted on the sensors "$300 each sensor?" He replied back yes each, at that point I even answered to him "heck no."  No way I was going to pay $300 for "each" sensor.  Let me also point out that when I had gone 2 months prior I spoke to [redacted] about my tires and he even told me outside he did not want to mention this in front on his manager, but he advised for me to look in a junk yard or Craigslist if I was trying to save money. I did take his advice, but I  couldn't find any. Is this the type of customer service they provide? I went back to the store, however, hoping this time I was going to get their product. I wanna point out too in case this is mentioned, I speak English very fluently, so there is no issue with the language here. The information these people provide (excluding [redacted]) is misleading in every way. If I have to repeat the question to get an assured answer then they turn around and change it?  Again, I was told by [redacted] the restocking fee was $30 per tire. They never mentioned a percentage, otherwise I wouldn't be discussing this with Revdex.com to begin with.  I would like my full refund, not just $450. I gave them $600. I want my whole deposit back. Please have the store provide Revdex.com with the actual invoice so we all know what we are talking about, including vehicle brand.
Regards,
[redacted]

That's not going to happen. According to RNR they have resolved the account and that is fine. We are done doing business with them now and will never do business with them again.  I as [redacted] wife help handle his finances since he does work. If RNR had an issue with me speaking to them regarding my husbands account they should not have given me account details. Such as rental agreement rates, pay history, and pay off rental rates, they should have stated from the beginning that they did not want to discuss this information with me instead of giving me the incorrect information. The matter has been resolved and my husband is satisfied. I would like for RNR to never contact us again. Thank you.

It seems apparent that there was a miscommunication, at some point, about this payment. We have refunded the $65.38 payment back on his Credit Card. Hopefully this will resolve the issue Mr. [redacted] was having. We will continue to strive for the best Customer Service possible!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
I always make my payments via debit card because rent n roll dont even give me time to get to the store...before5i get there to make my payment they call my cellphone every 5 minutes and thats against the law if they dont know that they need to get update urgent starting from the manager all way down
Regards,
[redacted]