Nitto Tire USA Inc

Mr*** first contacted *** on 11/20/via email inquiring about trading in his current tires he purchased August for the more aggressive Trail Grappler M/THe was advised that there is no such trade in program for his used tiresHe then contacted us again via email on 12/6/
regarding tearing of the lugs on his tires and instructed to visit an authorized *** dealer for a warranty inspection*** had no contact from Mr*** again until 3/26/via email for lug tearing and weather checking on his tiresAgain he was instructed to have an authorized *** dealer provide a warranty inspection of the tiresIt was on 3/28/we received a call from *** at *** *** in Apopka, FL*** advised *** of tearing at the base of the lugs on the tires and provided tire serial codes and remaining tread depths of the tires indicating 14/32nds remainingOn 3/28/Mr*** provided us proof of purchase and photos demonstrating the conditionOn 3/30/we authorized remaining tread depth credit on (4) tires for Mr*** as stated on page of the Limited WarrantyThe size and pattern in question is a Terra Grappler G35x12.50R20LT E 121R and comes with 32nds of tread depth newThis is shown on our website and has been verified by physically taking tread depth measurements of a new unused Terra Grappler Gthat is the same sizeThis would put Mr*** outside the 1st 32nd of wear and therefore the consumer (Mr***) is responsible for the costs of mounting and balancing as shown on page of the warranty*** has no power over what a given dealer charges for this serviceThe consumer has been assisted within parameters of the Limited Warranty

In regards to this complaint, we did receive an email from Mr*** on 2/14/noting his concern with his tiresFurthermore, we have no record of Mr*** contacting us via our toll free phone number referenced in his complaint, or record of his phone number in our systemTo this point, we
will be contacting Mr*** to investigate his concern with his tires

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Nitto: Despite the fact that the specific term "chunking" in itself is not used in the Limited Warranty Manual, it is a condition caused by an outside influence that include damages such as cutting, chipping and or snagging of the tread blocks. Tyler: No, chunking is a thing in itself and it can happen by driving down a perfectly good roadAnd that's like saying snagging is caused by chipping except chunking isn't even due to a road hazard, please read below and see consumer affairs 4/15/Federal Corportion Tire Recall. https://www.consumeraffairs.com/tire-recalls?page=2Nitto: This again, as previously mentioned, is on page of the warranty under "What is Not Covered by This Warranty". Tyler: The paragraph being referenced deals with Road Hazard damage, listed is "cuts", "chips", and "snags". Tire 'chunking' is a real term in itself. You can cut a tire, you can chip a tire, and you can snag a tire, these are less specific terms meant to rightfully void a warranty when a tire bumps into the side of say a large sharp rock and gets cut, or gets a snag or chip from say a sharp piece of metal, this type of tire damage occurs when you encounter a 'Road Hazard' (sharp rock, peice of metal, or say you run over a nail and put it through the sidewall of the tire). Tire-chunking is not caused by a road hazard, a chunk didn't come off my tire, my tires are chunk-ing as I go down the road, my tires are literally falling apart. Almost every inner tread block has a chunk of rubber missing and now some of the outside tread blocks do too and now all tires are chunking. Please see attached picturesAlso, the "I-N-G" on the end of the word is significant, it's incorrect to add I-N-G it to the Road Hazard wording in the warranty (cut, chip, and snag). https://www.nittotire.com/media/226931/nitto_plt-warranty-owners-manual_2015.pdf Chunking is not excluded from the warranty, it is not a result of an encounter with a road hazard, it is a warrantable condition.Nitto: On 1/27/Nitto Tire was advised by Big O Tire that the conditions found on the tires were not warrantable and therefore no assistance would be provided to Mr***. Tyler: No, that statement is 100% false. To the contrary, Big O advised Nitto that the condition found on the tires was indeed warrantable and the that the tires should be replaced(see 4/12/email)At one time Nitto themselves accidentally admitted it, "the dealer feels a warrantable condition was found." (see 1/29/email). Tyler: It's Nitto that subsequently, now again wrongfully, said that the diagnosed condition (chunking) is not a warrantable condition. At one point they agreed to replace the tires so long as they were within the 25% tread debth requirements, so they had me go back to Big O to have my tread depth measured. I did, and of course Nitto at first said there wasn't enough tread for warranty, but then I showed them the math, the tires had plenty of tread to meet the warranty requirement! (see 4/12/email).Tyler: Big O blew the whistle when Nitto wrongfully told them to tell me the condition is not warrantable, (see 4/12/email). So I again called Nitto and asked for an explanation and started getting, well more of the same.Nitto: Nitto Tire has yet to inspect the tires in question and would welcome Mr*** to have an alternate authorized Nitto Tire dealer submit his claim.Tyler: One of Nitto's experienced and honest Authorized Dealers already inspected the tires, as requested they've inspected the tires three times now. Nitto will just do what they did before and tell the dealer not to submit a claim and to tell me that the "condition is not warrantable", they probably already sent a memo to all their dealers to get out of future tire chunking claims.Nitto: Once Nitto Tire has officially inspected his tires, we can determine if his tires are eligible or not eligible for credit under the Limited Warranty Manual guidelines.Tyler: We already did all this. Nitto's authorized dealer already told Nitto the tires are chunking and they need to be replaced on warranty. Nitto already once agreed to replace the tires, then they changed their mind (and did it again just now with the last response) and said that chunking is not a warrantable condition. That statement is in conflict with the warranty so they re-defined the term 'chunking' as some sort of condition caused by road hazards listed in the warranty, when in fact it happens when driving down brand new DOT highway. --------------------------------------------------------------------------------...⇄ so wrong what they are doing and they need to make it right Please let me know if there's anything else you need from me.I greatly appreciate all your help, thank you!Best regards,***
Regards,
*** ***

Attached is Nitto Tire U.S.A's Inc response to the Consumer's complaint.Re: Complaint ID: ***To Whom It May Concern:January 22, 2015This letter is in reference to complaint ID: *** made by *** *** *** regarding the Nitta product onhis vehicle.On Jan14th, 2015, Nitta Consumer
Relations Rep was first contacted by *** *** regarding a Treadwearcomplaint for a set of Nitta tires that he stated were on a 'Camaro' that he had recently purchased from an autodealershipThis complaint is not a warrantable condition if the tire pattern does not have a 'mileage warranty'; thetire is only covered for any defect in Workmanship or Materials months from the installation date.*** *** was asked if he was the original purchaser of the tires and was informed that to qualify for LimitedWarranty coverage you must be the original purchaser of the tire, which he was unable to confirmOur ConsumerRep attempted to establish ownership again and the Consumer stated that he had just purchased the vehicle from anauto dealership and that the tires were already equipped on the vehicle from the dealershipOur Consumer Rep wasnot able to secure the tire size or pattern, *** *** stated "I don't know, I just know its Nitta tires ."The Consumer was informed that Nitta Limited Warranty benefits do not transfer to a second owner of the vehicleand that we could not assist him further through WarrantyHe was also informed that if he could supply a copy of theoriginal tire purchase receipt, or supporting documents from the dealer and maintenance records we would be happyto review his Case.Without any tire information we cannot determine if these tires qualify for Nitta Limited Warranty benefits untilownership is establishedSecondly, treadwear is not a warrantable condition if the tire pattern does not have a'mileage warranty'; the tire is only covered for any defect in Workmanship or Materials months from the installationdate.If *** *** can provide the required documents to establish ownership we will be happy to take up his complaintfor further reviewDocuments can be faxed to ***.If you have any questions feel free to contact Nitta Consumer Relations at ***Nitto Limited Warranty link: http:/lwww.nittotlre.com/Content/pdf/2013_Nitto%20Warranty.pdfConsumer RelationsTechnical DepartmentNitta Tire U.S.AInc.***.If you have any questions please do not hesitate to contact me.Best regards,*** ***Consumer Relations RepPhone: ***Nitto Tire U.S.AInc

Despite the fact that the specific term
"chunking" in itself is not used in the Limited Warranty Manual, it is a condition
caused by an outside influence that include damages such as cutting, chipping and or snagging of the tread blocksThis
again, as previously mentioned, is on page of the warranty under "What is Not Covered by This Warranty"On 1/27/Nitto Tire was advised by Big O Tire that the conditions found on the tires were not warrantable
and therefore no assistance would be provided to Mr***Nitto Tire has yet to inspect the tires
in question and would welcome Mr*** to have an alternate authorized Nitto Tire
dealer submit his claimOnce Nitto Tire has officially inspected his tires, we
can determine if his tires are eligible or not eligible for credit under the
Limited Warranty Manual guidelines

In response to the complaint by *** ***:Nitto Tire U.S.AIncfully stands behind the 60,000-mile mileage warranty on the Motivo All-Season UHP In order to execute the warranty, *** *** will need to either inquire with his preferred dealer if they would be able to execute the warranty,
inform Discount Tire Direct of the need to execute the warranty and follow their procedures, or contact Nitto Consumer Relations to find a dealer that will be able to assist him in the warranty.He can reference the limited treadwear warranty process and requirements in our manual provided on our website: ***As always, he can contact us at *** to get additional support in how to enact the mileage warranty.Thank you,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[I am definitely not satisfied at all with their response for one I don't understand why the complaint is not warrantable when the pattern does have a warrantable mileage warranty which is stated on their owners manual I would say the tire thread being out in less than there month warranty policy is defect in workmanship and is and should be covered by there month installation date warranty,and as far as their claim of purchase I am the technically the original purchaser I bought the car brand new with miles brand new tires and have even the invoice and paperwork from the dealer which nitto never even requested and also I did stae the tire size which is 245/45-in the front and 275/40-in the rear,the vehicle was not just purchased the vehicle was brought brand new with miles brand new nitto tires never being used before therefore me being the original purchaser , if there warranty isn't covering new vehicles then that means any tires they sell to the dealerships will never be covered which is ridiculous and upsetting which is something that needs to explained to dealer ships and consumers which I will make sure it goes to the media consumer affairs and people discover this issue with nitto tires and make sure I will never ever buy tires from them or any vehicle that has there brand and will also let everyone I know know that and as well as post my issues with consumer affairs this absolutely ridiculous and upsetting that a company as big as nitto will not honor their warranty based on the fact that the tires are brand new and bought which a consumer paid for but will not honor warranty due to the fact it was already installed .This by far the worst customer service I have received as a consumer from any company where they will not offer any help in assisting a consumer with their product all I have to say is WOW.
Regards,
*** ***

The tread depth measurement is accurate and has been verified from [redacted] inventory multiple times. It would not be possible in the manufacturing process for just this consumers tires to measure at 15/32nds. For that to happen the tire mold would have to be broken and therefore stop production and millions of dollars in repairs of which no tire could complete the process of manufacture and certainly not be able to be sold in the market. It is also nearly impossible that you could put 10,000 plus miles on a set of tires and not scrub off more than 1/32nd of wear. This would be certain for any tire brand. [redacted] an authorized [redacted] dealer and most likely the closest available to the consumer for warranty purposes so it has nothing to do with [redacted]'s dealer of choice. It is simply to facilitate potential warranty process in a given area. Mr. [redacted] is basing his argument from one [redacted] employee measuring a spare tire that we cannot be certain was measured correctly and or that the spare tire was not put into service at some time as is normal practice rotating full size spare on these vehicles. [redacted] has not even seen this tire. This is certainly not out of the realm of possibility. We have offered to assist under the parameters within the limited warranty and have done so.

We have been in contact with the Discount Tire location that was assisting Mr. [redacted] with his issue. We were advised that Discount Tire took care of Mr. [redacted]'s tire issue and reached his desired credit requirement towards a new set of tires. [redacted] will assist Discount Tire towards their...

efforts made to placate the consumer to close this matter.

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.
 
Regards,
In The response, [redacted] claims thE Original TEAS Depth To Be 16.9/32. When Tested On A New Tire Never Driven On (MY Spare) By The Recommended Dealer Of [redacted]s Choice (TIREKingdom) [redacted] Measures 15/32 TREAD Depth. This Is 1.9/32 OFF Of Manafacture DISCLAINER.. Now I Am Being Charged That Extra Percentage That Was Not ON The New Tread. In Terms Costing Me More Than Legally Owed. I Was Charged Originally For 16.9/32  AND Only Recieved 15/32 AND Now I Have To Pay The Price Again To Fix Their Defects. I Am Working With A Different Tire Store On A Different Brand Of Tire To Try And Offset The Cost I Have To Pay Again For Tires. I Completely understand Mistakes And Defects  But It Is Very Hard To Swallow When Tbe Original Tire Does NOT MeeT TheIR Own Specs. Now Costing Me Several Hundred Dollars.. 
[redacted]

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.
[Nitto: Mr. [redacted] contacted Nitto
regarding an issue with his tires. [redacted]:
A long time ago. Nitto: Per normal
Nitto warranty procedures Mr. [redacted] was advised to visit an authorized Nitto
dealer for a proper tire inspection. [redacted]:
I did that first thing, before I even
contacted Nitto, then went back per Nitto’s request. Nitto: Inspection
results by his chosen dealer in this case [redacted] (who is a Nitto authorized dealer) in Kirkland, WA indicated a tire
chunking issue. Tire chunking is not a condition warrant able by Nitto under
our warranty guidelines as referenced on page 3 of the Nitto Limited Warranty.  [redacted]:
There is absolutely no mention of
chunking in the Nitto Limited Warranty, not even the word chunk, chunking or
anything like it appears anywhere in the warranty, I checked my Warranty and
latest Warranty from the Nitto Website. http://www.nittotire.com/media/226931/nitto_plt-warranty-owners-manual_2015.pdf�...⇄ /> If Mr. [redacted] disagrees with the inspection results he may choose a
different Nitto authorized dealer for inspection and possible warranty
submission. [redacted]: No, the dealer told me it is chunking and
it is absolutely warrantable.  Nitto then told me it is not a warrantable, when I asked why, I was given bogus
answers.  One bogus lie was confirmed by the
dealer, and the dealer still tells me they are warrantable, and that Nitto told
him what they told me… “not a warrantable condition” When I asked why, I got
bogus and/or lies for answers. Nitto: A dealer locator can be found on our
web site to assist in locating an authorized dealer close to him at the
following link http://www.nittotire.com/find-a-dealer/: Any potential credit
would be based on remaining tread depth (page 2) and would be at the dealers
discretion. The tires would then be submitted to Nitto Tire USA for warranty
and any potential credit would be issued to the authorized Nitto dealer Mr.
[redacted] chooses to work with as part of standard warranty procedure. While it
is Mr. [redacted]'s assertion that the tires are defective, Nitto Tire USA
reserves the right for final inspection of the tire to determine eligibility
for warranty as seen on page 6 of our Limited Warranty.  [redacted]:
Because of the treatment and bogus
and/or blatant lies I received from Nitto before, and just now I get this all
new bogus reference to the warranty for tire chunking not being a warrantable condition
(there is nothing in there about chunking!), I hold to my original offer.  Also, if you need more info, supporting documents, emails, or anything at all, let me know.  Thanks for the help.]
Regards,
[redacted]

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.
I have contacted Nitto directly prior and requested assistance.   They placed road blocks at every pace to avoid warranty.  Tires were purchased online and installed by dealer (receipts provided to Nitto).   We maintained them as requested and provided proof of rotation and alignment also.   I will not use their local contact as well known in our area to be deceitful and shoddy.  Nitto demanded that even after being found wrong they would still need the tires to be removed and shipped to them before replacement.  This cannot be done on daily driver without purchasing new tires which defeats the purpose!!I have purchased two [redacted] Proxe4 plus tires yesterday to replace the front tires.   I did so as I will NEVER consider Nitto again.  I realize [redacted] owns them and can only hope they dismiss this careless company.   At this point I have spent 356.00 before install and will only consider a refund or partial refund from Nitto.  If they send post paid receipts they can have these tires back.   I will finish by replacing the rears next month.  This offers Nitto enough time to reconsider their stance and provide proper client service.  
Regards,
[redacted]

The Terra Grappler G2 is indeed backed by a 65k treadwear limited warranty on passenger rated and hard metric sizes. The guidelines of the treadwear warranty are clearly stated on pages 2, 3, and 4 of the Nitto Warranty. Viewing all the images provided as well as communications with the America's...

Tire that Mr. [redacted] visited for inspection indicated the tires in question measuring at 8/32nds of wear with clear indications of extreme uneven wear measuring 0/32nds on the inside shoulder indicative of severe negative camber. The tread depth measurements were provided by America's Tire to us. Despite the excessive irregular wear on the two tires, 8/32nds of wear would not qualify for a mileage adjustment per the guidelines of the warranty. For mileage adjustments, qualifying tires must be worn evenly across the tread and worn down to the wear bars which is 2/32nds. In this case Mr. [redacted]'s tires would not qualify for a mileage adjustment. Attached is the [redacted] image provided by Mr. [redacted] as well an image supplied by America's Tire.

Mr. [redacted] contacted Nitto regarding an issue with his tires. Per normal Nitto warranty procedures Mr. [redacted] was advised to visit an authorized Nitto dealer for a proper tire inspection. Inspection results by his chosen dealer in this case Big O Tire in Kirkland, WA indicated a tire chunking...

issue. Tire chunking is not a condition warrant able by Nitto under our warranty guidelines as referenced on page 3 of the Nitto Limited Warranty. If Mr. [redacted] disagrees with the inspection results he may choose a different Nitto authorized dealer for inspection and possible warranty submission. A dealer locator can be found on our web site to assist in locating an authorized dealer close to him at the following link http://www.nittotire.com/find-a-dealer/: Any potential credit would be based on remaining tread depth (page 2) and would be at the dealers discretion. The tires would then be submitted to Nitto Tire USA for warranty and any potential credit would be issued to the authorized Nitto dealer Mr. [redacted] chooses to work with as part of standard warranty procedure. While it is Mr. [redacted]'s assertion that the tires are defective, Nitto Tire USA reserves the right for final inspection of the tire to determine eligibility for warranty as seen on page 6 of our Limited Warranty.

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.I do not approve or reject any complaints or acceptance from anyone until a resolution can be made. I will however; listen to what the manufacturer has to say or offer. They can kindly email me for faster assistance at the email address on file. 
Regards,
[redacted]

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.
We bought the tire from American Tire Distributors in Nampa Idaho and they told us Nitto was not going to warrant it so we figured they contacted Nitto and Nitto told them they would not warrant it. Do we need to turn in American Tire? They sold us a bum tire and someone needs to warrant it !! 
Regards,
[redacted]

May 5, 2017   In response to Revdex.com ID# [redacted]: Mr. [redacted] contacted Nitto Consumer Relations on December 13, 2016 regarding a complaint with the Terra Grappler AT tires, size LT285/75R16 E 123Q installed on his vehicle.  The tires were purchased the tires from on online retailer on August...

22, 2012.  Mr. [redacted] informed us that of the four tires in his complaint, only two are available for inspection.  We explained that, per our limited warranty, we are only able to consider tires for warranty if they are available for physical inspection.  Mr. [redacted] agreed and made arrangements with his retailer to have his two tires inspected and ultimately returned to the Nitto through our warranty channel.  We issued a warranty case letter on December 20, 2016 to the retailer to assist in the tracking the warranty return.  In following-up with Mr. [redacted]’s retailer, this two tires were mishandled and unfortunately, no longer available for inspection.  Due to the series event outside of Mr. [redacted]’s control, we would like to extend a goodwill offer according to the previously agreed upon arrangement of two tires.  We will work directly with Mr. [redacted] in providing the resolution amount.  Consumer Relations Technical Services Department Nitto Tire U.S.A. Inc.

[redacted],
According to our Limited Warranty, we will need to have a tire
dealer to execute the mileage warranty on your tires.  The reason why we refer all consumers to
authorized Nitto dealers is so that they can physically review the tires and
verify that the tires qualify under the requirements of the limited treadwear
warranty, as is stated in our brochure here (pg.2-3):
[redacted]
When the dealer qualifies the tires for the limited mileage
warranty, they will then be able to assist you in replacing your tires at a
prorated amount.  This amount is calculated
in order to provide you a warranty credit to apply to your replacement set of
tires.  This process is intended to
assist consumers in making arrangements with the dealer in replacing the tires
without having to place a vehicle out-of-service.
If your auto dealer is able to execute this warranty through
their service center via their tire distributor, please do so or place them in
contact with Nitto Consumer Relations, and we will be able to answer any questions
that they may have.  We can also assist
you in finding a reputable dealer in your area to execute the limited treadwear
warranty procedure.
We will follow-up this Revdex.com.org response with a phone call so
we can discuss your case and find a resolution more efficiently than over
email.
Thank you,
Nitto Consumer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

We are in receipt of your purchase invoice. Thank you for providing it for our review.   As previously requested, we also ask that you provide documentation indicating the date the tires were installed, as well as any service records that would reference tire rotations.  The reason we are requesting this information is that the Trail Grappler M/T does not carry a mileage warranty.  For further consideration on this matter, we kindly ask that you contact us using our toll free number 888-529-8200. Thank you,Nitto Technical Services Departmentll us why here...