National Tire & Wheel

On 11-29-Mr*** had a lift kit, wheels and tires installed on his vehicleThis chargeback is only concerning the wheels that he purchased on this invoice (Part Number * *** ***), not the whole invoice.A week or so ago, his wife (or mother, not sure) called in and told us that the
wheels that *** had purchased were defectiveShe described the condition and we asked her to send us pictures of the wheels, which she didAs soon as we received the pictures, it was very evident that he had not performed any maintenance throughout the whole winter and that the salt from the roads had pitted the finish very bad.The wheels that he purchased are chrome plated wheelsThe manufacturer's finish warranty is for year against defects in workmanship and materialsIt does not cover neglect and lack of maintenanceAs soon as we received the pictures, we could plainly see that the wheels had not been properly maintained and cared forChrome PEELING is a defect, Chrome PITTING is lack of maintenance The pictures that she sent clearly shows a large amount of pitting.Since the manufacturer, not us makes the final decision on warranty coverage, we sent the pictures to the manufacturerJust judging by the pictures, they came to the same conclusion.I informed her that we do not make the final decision and that we would return the wheels to the manufacturer so that they could inspect the wheel physically instead of just going by pictures but she refused to bring the wheels back.We get this a lot this time of the yearPeople run their trucks the whole winter without taking care of them and then as soon as we get a little decent weather, they finally wash their vehicle off only to see the damage that the salt has done and want to blame it on the wheel and not the lack of maintenance on their part.Mrs*** claimed that they hardly use the truck and that it was never driven during the whole winterBut when I told her that we could return the wheels to the manufacturer for inspection, all of a sudden they needed the truck and could not be without it for the week or so that it would take for the manufacturers decision.If the wheels were defective, we would warranty themA warranty costs us nothingThese wheels have been neglected and will probably be rejected for warranty by the manufacturer once they see themWe will be more than glad to return the wheels to the manufacturer but she will not bring the wheels back to usSometimes the manufacturer will bend the rules and warranty wheels that are not warrantable but we cannot even attempt to get a warranty through for them if we do not have the wheels in our possession to send back.If you have any questions, you can contact me at ***Thank You,Mark H***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
To begin, the lift kit, wheels and tires were purchased and installed on Mr. [redacted]s 2015 Toyota Limited Edition Tundra on December 12, 2016 not 11-29-16 as stated in NTW’s response.Within two months from purchase/install date only 1,200 miles were put on the truck and driven only once in the snow. These wheels were NOT neglected by Mr. [redacted] as NTW is trying to suggest. Too much money was spent on this lift kit, wheels and tires for it to be neglected and not maintained. The truck is in new like condition and that is how we treat it and any accessories on it.Also, Mrs. [redacted] did not take the pictures and send to Mark as stated by NTW response. Actually, Mr. [redacted] took the truck to NTW on 02/20/17 concerning the defect in the workmanship/quality of the wheels. He wanted them to see firsthand. The salesman, Mr. P[redacted] agreed that the wheels should not have pitted the way they did & took pictures of the wheels & stated that he would contact the manufacturer about replacement. After not hearing from Mr. P[redacted] for a few days Mr. [redacted] contacted him again and was told by Mr. P[redacted] he was still working to resolve with the manufacturer. Finally, after still no contact back from NTW Mrs. [redacted] contacted NTW on 02/27/17 at about 10 am. She spoke to Mr. P[redacted] & was then told they would not be covered. She explained that this truck is hardly driven. In less than two months from purchase/install date and less than 1,200 miles and only driven in the snow one time this should not have happened. She asked Mr. P[redacted] if she could speak to the owner but was told he is not available. She was then transferred to "Mark", not sure of his title (head salesman maybe). Mrs. [redacted] did not refuse to send the wheels back as NTW is suggesting. Mrs. [redacted] was told that they could send the wheels back. However, NTW did not offer to remove and/or replace the defective wheels. My question is how are we to drive it home with no wheels? We do not have the facilities at home to remove them ourselves. You cannot drive a truck there, have the wheels removed and be able to drive it home. When asked if they would be putting another set of wheels on she was told no. Mark stated that he thought we had another vehicle to drive. That is irrelevant. We should not be without our truck due to poor quality products and poor customer service.  NTW website clearly states that the wheels have a "Lifetime structural/1 year finish warranty". I have attached a screen print for your review. If it were a limited warranty this was not disclosed to us at the time of purchase. Also, if this information was known prior we would have chosen either another wheel or another vendor/supplier. We are asking that NTW stand behind their products sold. We would like the wheels replaced with a better quality wheel. Wheels preferably that will last longer than 1,200 miles and two months. We are not asking for something for free just a quality product for our money spent. These wheels have not been neglected as they are suggesting. Regards, [redacted]