ComplaintsforWheel Pros, LLC

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an $1100 order on November 20th with the product showing in stock. Weeks pass with no shipping update so I reach out, I was told the product was on back order and will ship February 5th. That date comes, no update. I ask again and they say March 9th. March 9th arrived and I ask for another update. They said they dont have one, so I asked for a refund. I received a refund but was charged a 5% cancellation fee per their terms and conditions. They claim they dont believe in charging fees unless extremely necessary and for the processing of my order. I asked them if as a courtesy I could be refunded fully, considering Ive waited 4 months and havent received a thing. They have been ignoring my emails since. A $60 fee to process my payment for a product that was never made is unethical.

  

  Business response

  03/20/2024

  Good morning! Would you be able to tell me where you purchased from? I can get one of our agents to reach out and get you a resolution.

  Thank you in advance!

  Customer response

  03/20/2024

  I have purchased from Throtl. Their address is *****************************************************************************. I am purchasing from ****************. The address on my order is *************************************************. Order #******

• Initial Complaint

  03/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Dear BBB Complaint Department,I am filing a formal complaint against Throtl regarding my recent order, Order #******, for two Black Rhino Sandstorm Wheels, 18x8.0 +10 Offset 5x114.3, Semi Gloss ***************** Dark Tint Ring - 1880SND105114M76, valued at $469.88. My experience with ****** has been profoundly disappointing, necessitating your intervention.During delivery, the driver mistakenly left the two boxes at the wrong address, resulting in vandalism and theft. This is a significant error on Throtl's part, as proper care should have been taken for a high-value order.Despite my immediate contact after discovering the error, ******'s response was untimely and lacked responsibility and customer care. This disregard for accountability is unacceptable, especially for a first-time customer seeking a positive experience.Reviewing the Better Business Bureau's page revealed a pattern of similar complaints against Throtl, indicating systemic issues in their operations and customer service.I demand a full refund or replacement for the stolen and damaged items. Throtl failed to meet its obligation and neglected to address the issue appropriately. As a consumer, I deserve better treatment.Furthermore, ******'s insurance offer is misleading, as it fails to clarify the risk of delivery to neighbors. This is discriminatory and fraudulent marketing.I appreciate your attention and trust the Better Business Bureau will ensure a prompt resolution from Throtl.Sincerely,*********************************

  

  Business response

  03/12/2024

  ********,
  
  Hello and good morning. Thank you for reaching out to us on through the BBB portal. Based on the information that you sent, I was looking to see if I can get some additional clarification on the matter:
  
  You had mentioned that the items were mistakenly left at the wrong location.After some discovery with ****** we were able to verify that the package was delivered to ************************************************************** based on the photos. In the photos, the boxes look to be intact and undamaged. Is ************************************************************** not your address?
  
  Furthermore, after reviewing your order information, it does not look like you purchased any Extended Shipping Protection (indicated by the Free Wheel Shipping line on the order totals) on this order so those terms wouldnt apply.
  
  Additionally, would you be able to clarify which items were stolen and which were vandalized? Would you be able to provide photos of the items that were vandalized?
  
  Thank you in advance.

  Customer response

  03/13/2024

   
  Complaint: 21419682
  
  I am rejecting this response because:
  
  Thank you for your response regarding my recent complaint filed with the Better Business Bureau. I appreciate your prompt attention to this matter.

  Regarding the delivery address, I can confirm that ************************************************************** is indeed my address. However, the issue lies in the fact that the package was left unattended, which ultimately resulted in it being stolen and vandalized and then left at my neighbors residence. Despite the boxes appearing intact in the photos, the negligence of leaving them unattended contributed to the unfortunate outcome.
  
  While you state that Extended Shipping Protection was not purchased for this order, its is very misleading and fraudulent marketing as thats not whats advertised when you go to checkout, nor does it have a disclaimer that we will most likely deleverage damaged or leave the package unattended so you should get insurance since were negligent and will probably get stolen since were leaving it unattended instead of coming back the following day when a person is available, it's essential to emphasize that the issue at hand goes beyond standard shipping insurance. It pertains to the extreme negligence of the delivery driver in leaving the package unattended and Throtl in leaving the package, which should not occur regardless of whether additional protection is purchased.
  
  Regarding the items stolen and vandalized, I will provide further clarification and photos as requested when I return home after meetings. However, I urge Throtl to address the fundamental issue of delivery protocol to prevent such incidents from occurring in the future which seems to be a common issue as witnessed in the vast negative reviews on BBB.
  
  Throtl recently acquired by Wheel Pros was issued a legal demand letter from my attorney *********************. This issue will escalate to small claims court if not resolved here. I am giving Throtl and Wheel Pros the opportunity to correct this error and move forward without adverse action.
  

  Thank you for your attention to this matter, and I look forward to resolving it amicably.
  
  Marciano

  Customer response

  03/18/2024

  Please read the below as a new development has happened. The rims were found and delivered to the neighbor undamaged, but the boxes were left severely damaged leading to the confusion and issues caused by the delivery drivers negligence and the person who committed the destruction and original theft. See details below.
  

  Throtl and Wheel Pros Legal Team,
  
  I am writing on behalf of my client, ********************************* regarding the recent incident involving the delivery and subsequent retrieval of his rims purchased from throtl. My client reached out to your customer service team seeking support after discovering his rims missing and the boxes damaged upon returning home from work. Despite his efforts, he received no satisfactory resolution from throtl's customer service, prompting him to seek legal counsel and purchase a different set of rims directly in store at a local tire and rim shop. 
  
  
  Upon reviewing the situation, it is evident that my client was wronged in this matter. The negligent delivery of a package of significant value and weight without the intended recipient being present to accept it constitutes a breach of standard delivery protocols. Furthermore, the manner in which the boxes were aggressively opened and the rims subsequently missing raised legitimate concerns about theft and potential damage.
  
  
  However, recent developments have shed light on the situation. A neighbor has come forward with both rims, claiming they were inadvertently delivered to their residence, and they were unaware of the rightful owner. It appears that my client's public announcement regarding the theft on the neighborhood app prompted the neighbor to return the items, indicating a possible act of theft by the neighbor. See pictures attached of the undamaged rims and severely damaged boxes. 
  
  
  While my client's communication could have been clearer and less emotional, the facts remain that the package was negligently delivered, leading to unnecessary stress, wasted time, and financial burden. Although the rims themselves are undamaged, the boxes are unusable.
  
  
  To resolve this matter efficiently and amicably, I recommend that throtl facilitate the return of the two undamaged rims in accordance with their return policy, which allows for returns of undamaged items within a 30-day period. My client is willing to purchase new boxes and packaging materials and send the rims back upon receiving a return request number and address. Additionally, we request a refund for the order.
  
  
  Considering the distress and inconvenience caused to my client due to the negligence of the delivery driver and subsequent theft, I kindly request that the 25% restocking fee be waived as a gesture of goodwill. My client will in return remove the BBB complaint, forego any potential poor review of Throtl and Wheel Pros and stop recent legal action. 
  
  
  This issue could have been prevented with better communication and adherence to delivery procedures by both parties. Avoidable incidents like this tarnish the customer experience and reputation of your company.
  
  
  I trust that you will take prompt action to address this matter and reach a mutually satisfactory resolution. Please advise on the next steps to initiate the return process and facilitate the refund.
  
  
  Thank you for your attention to this matter.
  
  
  Best regards,
  
  
  *********************;

  Customer response

  03/18/2024

  Please read the below as a new development has happened. The rims were found and delivered to the neighbor undamaged, but the boxes were left severely damaged leading to the confusion and issues caused by the delivery drivers negligence and the person who committed the destruction and original theft. See details below.
  

  Throtl and Wheel Pros Legal Team,
  
  I am writing on behalf of my client, ********************************* regarding the recent incident involving the delivery and subsequent retrieval of his rims purchased from throtl. My client reached out to your customer service team seeking support after discovering his rims missing and the boxes damaged upon returning home from work. Despite his efforts, he received no satisfactory resolution from throtl's customer service, prompting him to seek legal counsel and purchase a different set of rims directly in store at a local tire and rim shop. 
  
  
  Upon reviewing the situation, it is evident that my client was wronged in this matter. The negligent delivery of a package of significant value and weight without the intended recipient being present to accept it constitutes a breach of standard delivery protocols. Furthermore, the manner in which the boxes were aggressively opened and the rims subsequently missing raised legitimate concerns about theft and potential damage.
  
  
  However, recent developments have shed light on the situation. A neighbor has come forward with both rims, claiming they were inadvertently delivered to their residence, and they were unaware of the rightful owner. It appears that my client's public announcement regarding the theft on the neighborhood app prompted the neighbor to return the items, indicating a possible act of theft by the neighbor. See pictures attached of the undamaged rims and severely damaged boxes. 
  
  
  While my client's communication could have been clearer and less emotional, the facts remain that the package was negligently delivered, leading to unnecessary stress, wasted time, and financial burden. Although the rims themselves are undamaged, the boxes are unusable.
  
  
  To resolve this matter efficiently and amicably, I recommend that throtl facilitate the return of the two undamaged rims in accordance with their return policy, which allows for returns of undamaged items within a 30-day period. My client is willing to purchase new boxes and packaging materials and send the rims back upon receiving a return request number and address. Additionally, we request a refund for the order.
  
  
  Considering the distress and inconvenience caused to my client due to the negligence of the delivery driver and subsequent theft, I kindly request that the 25% restocking fee be waived as a gesture of goodwill. My client will in return remove the BBB complaint, forego any potential poor review of Throtl and Wheel Pros and stop recent legal action. 
  
  
  This issue could have been prevented with better communication and adherence to delivery procedures by both parties. Avoidable incidents like this tarnish the customer experience and reputation of your company.
  
  
  I trust that you will take prompt action to address this matter and reach a mutually satisfactory resolution. Please advise on the next steps to initiate the return process and facilitate the refund.
  
  
  Thank you for your attention to this matter.
  
  
  Best regards,
  
  
  *********************;

  Customer response

  03/25/2024

  Read the attached. Thanks 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2020 jeep Gladiator I take my truck to this location to have the front axel replaced and all 4 shocks the charge was $10,995.24 a week later I start getting a noise so I take it back first they call me and told me that the noise is coming from a fender flares for some clips missing I told the sales person that not that wasnt the noise after that they call me back to let me know that the noise is coming front the coil spring hitting the *** stop, that if I wanted to get it fix that will be $2662.51 I call back the next day talk to Mr. *** manager at this location and now hes claiming that the frame of the car is damage, I told him that hes wrong that I take my truck to replaced the axel because was leaking but my truck wasnt making this noise before, that why if the frame is damaged when I take it back they give me a quote to get it repair for $2662.51 for control arms and he dont know what to said then I post a review here and someone reach out I explain to him (****************************) and he just told me to deal with the people at the location at **************************************************************

  

  Business response

  03/20/2024

  ******,

   

  Good morning! Based on my discussion with our ****** store, it looks like they were in contact with you and trying to resolve this issue:
  
  The Customer brought this Jeep in to ** because of a front axle leak, he had it inspected prior at another shop and thought they were lying to him so we were his second opinion. We inspected the vehicle and noticed the axle was cracked at the front case as well as bent front driveshaft. He was quoted a full axle replacement and driveshaft and okayed it after he came in and seen the damage. This was the moment to told us he bought it like this at auction and just wanted it fixed, we told him us doing this wouldn't fix it 100% as the frame might be bent as well. He was understanding of it and said he would get that done. I spoke to him a week ago and he told me he would provide me with the documents of it going to the frame shop and I've not heard from him since. 
  
  I would suggest reaching back out to our team in ****** for additional information.

  Customer response

  03/27/2024

  I have no idea what difference does it make where I get the vehicle from? Why if they sure the frame is damaged they still try to sell me control arms when I take the vehicle back for the noise? As this shows in the estimate I provide  claiming that thats what I need to  stop the noise but if is warranty my frame is damaged???

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had recently had one of my ***************** Caps stolen, and I went online to order a replacement cap. I utilized the Part Number (306B139-6H-YB003) that is on all three of my current caps. I first used Amazon, but the cap I received was different and did not fit my truck. I then repeated the process with three other websites/vendor and received the same cap that does not fit my wheels. The picture displayed on every website/vendor matches my current caps. However, I am mailed a cap that is radically different. What's frustrating is that the Part Number matches exactly. I reached out to Moto Metal in light of this requesting further guidance. I was first told I had provided them with the wrong Part Number. I then provided them with specifics about the make/model of my wheels to which they replied with a link to the my replacement part. The link provided to their Wheel Pros website was to the same exact center cap that I have already ordered. Even their own website displays a picture of the caps that are on my vehicle, match the part number, but are radically different. I am simply looking to replace a stolen center cap and my most recent email from Moto Metal (Wheel Pros) told me to go to a dealer to see what the cause is. The cause??? The cause is simply theft, but the issue is Moto Metal has the same part number on different parts and refuses to identify what I need. I have already spent over $100 on center caps. All of which had pictures that match mine, but the actual part does not.I am willing to provide pictures of my current center caps, the ones I have received, and the matching part numbers if necessary. ANY help is sincerely appreciated.Picture order. 1. Current Interior 2. Current Exterior 3. New Interior 4. Side by side (L New/R Old)4. Side by Side

  

  Business response

  03/07/2024

  ****,

   

  Thank you for the feedback. I'm going to have one of my agents do a little bit of research and will reach out to you in ***** hours.

   

  Thank you for your patience and understanding.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 08/28/2023 I dropped My 2007 Dodge Ram 3500 at 4WP on 4001 Speedway for front end work. Original quote was around 1500 dollars I was notified that their was more wrong than the original quote. I picked my truck up on 08/31/2023 with a new Total of ******* part of the total included 5 year ****** mile extended *************** waranty with a coast of ****** dollars.My truck had ****** miles when i drop it off at 4WP on 08/28/2023.On 02/16/2024 I drop my truck off at ******* Machine shop for a serptine belt replacement. **** inform me that I needed a lot of frount work dun also the seal leak has spread oil saturated my brakes , My truck as of 02/20/2024 my milage is ****** that's only 2562 miles in less than 6 mounts since they did the work. I took it back to 4WP should them the warranty and they refused to honor the warranty saying they were bought out by a new company same people work their same mechanics. I Told them when they bought the company they also bought their liabilities . **** still refused to honor the warranty

  

  Business response

  03/07/2024

  ******,

   

  Thank you for the feedback. I'm currently working with our team to do a little bit of research on this. I'll have one of my team reach out to you in the next ***** hours.

   

  Thank you for your patience and understanding.

• Initial Complaint

  01/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a pair of koni strut inserts from throtl 1/11/23. The struts arrived with damage to both boxes and leaking oil. I notified throtl of the issue and requested to return the defective struts. According to the rep that replied to the issue ****** does not accept returns on defective parts. They can send you their damaged parts and you have to keep them while they try to seek out a resolution from the manufacturer. I just wanted to return a new product that was defective and damaged when I received it. Use caution when purchasing here. They can send you their damaged defective parts and youre stuck with them. I purchase car parts frequently and sometimes you will get defective parts. Most companies will accept a return or exchange versus you having to wait for them to file a claim with a manufacturer to resolve an issue with a new part you purchased from them. I have placed 7 orders with throtl over the last couple of years for a total of around $2800.00. The shipping and amount of in Stock items is amazing for a parts store. If you get something that is broken new out of the box youre stuck with it. Not so amazing

  

  Business response

  01/30/2024

  Good morning,

  We appreciate your feedback and we will be looking into this to get you a resolution. I'll have someone reach out to you in the next ***** hours to discuss the next steps.

  Thank you for your patience and understanding.

  Customer response

  01/30/2024

   
  Complaint: 21208319
  
  I am rejecting this response because:

  I am having to file a warranty claim on a new part I recieved in damaged condition
  
  Sincerely,
  
  *************************

  Customer response

  02/08/2024

  The retailer sold me defective equipment that was listed as new and would not authorize a return or replacement. I was told by the customer service agent that I would have to contact the manufacturer and warranty the item with them. The items were sold as new not used and arrived in used damaged condition.

  

  Business response

  02/13/2024

  *****,

   

  Based on the discussion with our representative, it seems like **** was going to take care of this directly and asked that you reach out to them. Would you be able to tell me where you were in that process?

  Customer response

  02/13/2024

   
  Complaint: 21208319
  
  I am rejecting this response because:

  I have mailed koni a warranty request form for the defective used equipment I was sold as new. Waiting for the response it was mailed a few days ago.
  
  Sincerely,
  
  *************************

  

  Business response

  03/12/2024

  *****,

   

  Would you be able to provide me with the contact information for Koni that you used to create the warranty claim? I'd like to send a message to them with you CCed on it to try to get you a faster resolution.

   

  Thank you in advance!

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a set of Pro Comp 7" LED headlights with a lifetime warranty; they are now defective. Wheel Pros now owns Pro Comp, which says they're no longer available, yet they're still available to purchase on 4 wheel parts website. I want my replacement, or a refund for the "lifetime" headlights.

  

  Business response

  01/12/2024

  *****,

  Thank you for bringing this to our attention. I will get one of our agents to get in contact with you in the next ***** hours with a few options.
  
  Thank you for your patience and understanding!

• Initial Complaint

  12/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a set of headlights from Throtl online on September 15 2023 I was told it was approximately 5 weeks to build and ship the headlights. On November 3rd I received only 1 headlight for the passenger side I was still missing my drivers side headlight. I was told the package was lost and they would file a warranty to get a new one from Oracle Lighting. And I would have to wait another 4 weeks. Today December the 5th 2023 I called to ask about the status of the order and was told to contact Oracle. ****** told me they werent aware of this and had no order nor tracking number for me and when I tried to explain to Oracle what had happened I was hung up on. I just want my headlight and possibly a refund as well Thank You.

  

  Business response

  12/18/2023

  ********,

  I've forwarded this information to our Throtl team. Please expect them to reach out within ***** hours to get this resolved.

  Thank you for your patience and understanding!

• Initial Complaint

  12/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased an exhaust from their website on my phone. I received an email exhaust, was delivered to my work which I was at and it was not delivered. I looked up the tracking, and there was a picture of a place Ive never seen I contacted *****. They said I had to contact the business that shipped it and then contacted ****** who told me I was out of luck because I did not purchase shipping insurance. I explained to them I never had that option purchasing from my mobile device. I went through the purchasing process again with them on the phone and still had no option for this shipping insurance. I never received my product and spent a lot of money on it. I am *********** the product I purchased, or a full refund of the money I spent.

  

  Business response

  12/05/2023

  Good morning and thank you for reaching out to us. Would you be able to tell me where you placed your purchase? I'll get you in touch with the correct department to get a resolution for this.

  Thank you in advance. I look forward to your response.

  Customer response

  12/05/2023

  I purchased the Exhaust from Throtl.com

  

  Business response

  12/11/2023

  Thank you for that information! I'll get one of our team members at Throtl to give you a call in the next ***** hours.

   

  I appreciate your patience!

  

  Business response

  12/11/2023

  I spoke with our team over at Throtl and they have informed me that the payment for this order is in the middle of a chargeback dispute. Unfortunately, at this time, we will not be able to take any additional action until dictated by your bank.

  Customer response

  12/11/2023

   
  Complaint: 20959047
  
  I am rejecting this response because:

  This should have already been addressed & Throtls bad business practices will not be tolerated 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought product from 4 wheel parts and had them installed on my truck almost a year ago. About a month in the powder coat on the product started to fail. The company said they would fix but has been waiting for almost a year and has now stopped responding to me. I have in writing they would fix and replace the parts. I even bought the additional warranty from 4 wheel parts so I should be able to get the parts replaced easily but now cannot get them to respond to me.

  

  Business response

  12/05/2023

  Good morning and thank you for reaching out to us. I am currently working with the proper departments to get you a resolution to this asap. Expect someone to reach out to you no later than the end of day tomorrow.

   

  Thank you for your patience and understanding.

  Customer response

  12/08/2023

   
  Complaint: 20956600
  
  I am rejecting this response because: no one reached out to me on this. 
  
  Sincerely,
  
  *****************

  

  Business response

  12/18/2023

  *****,

  I've sent a follow up to our team to get this resolved ASAP. I apologize for the delay. If you don't hear back from anyone by Wednesday, please let me know so I can get this escalated on my end.

  Thank you for your patience and understanding.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩