ComplaintsforWheel Pros, LLC

• 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.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On tuesday November 21st at 8am est I ordered brakes for my truck from throtl website. I tried to call to verify parts were in stock before ordering but got no answer. I went to their website shipping info and it describes what to expect regarding items listed as in stock. I placed my order. I inquired as to status of order a week later. Left multiple voicemails before finally calling and getting through to "****" who explained they dont have parts in stock but the manufacturer does and they should ship around dec 12th. I requested refund as they listed the parts in stock and he said I'd be looking at restocking and cancellation fees. I explained his website outlines what in stock means and sent screen shots of both the parts page showing in stock and his websites page outlining how they handle **************. I found another supplier who actually had them in stock and promised me delivery by end of week but I dont need two sets of $1800 front brakes so I requested refund through website. Today, december 1st he emailed they have a shipping date. They lie about stocking items, wasted a week runaround figuring out how much "fees" I'd incur canceling the order and ignored my refund request. I'm in a rental car two weeks+ longer than anticipated due to their terrible service and lieing website.

  

  Business response

  12/04/2023

  Good morning! Thank you for your feedback. I have forwarded this information over to our customer care manager in our *************** to look into and get you a resolution. I have made sure that they will provide a full refund for the purchase.

  As for the rental car request, we unfortunately will not be able to assist with any rental car coverages.

  Thank you for your patience and understanding.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dear Wheel Pros Customer Service,??I am writing to bring to your attention an issue I have encountered with a recent purchase from Wheel Pros. On February 7, 2022, I purchased a set of silver machine wheel rims (20x9) through one of your dealers ************************************ in ********, **).??Unfortunately, I have recently noticed that the clear coat on one of the rims has started to peel off. This issue is concerning as it affects the overall appearance and durability of the rims. I have taken proper care of the rims, following the recommended maintenance instructions provided. The vehicle the rims were installed on is also garage kept.??As a customer, I expect the products I purchase to meet the highest standards of quality and durability. I believe that the peeling clear coat on the rim is a manufacturing defect and the 1 year warranty I have been informed about is not sufficient for this type of product. I kindly request that you address this issue promptly and provide a suitable resolution.?? I would appreciate it if you could arrange for an inspection through *********************************** of the rim to assess the extent of the damage and determine the appropriate course of action. I am open to options such as replacement, or a refund, depending on the assessment of the situation.??Please let me know if you require any additional information or documentation to proceed with resolving this matter.??I trust that Wheel Pros values its customers and takes pride in providing quality products and services. I look forward to a prompt and satisfactory resolution to this issue. I believe that addressing this matter will not only restore my confidence in your establishment but also contribute to maintaining a positive reputation for Wheel Pros.??Thank you for your attention to this matter. I anticipate your prompt response and resolution.??Sincerely,??*****************************

  

  Business response

  11/29/2023

  *********,

   

  Good morning. Thank you for reaching out to us here at Wheel Pros. Would you be able to provide an original purchase receipt and photos of the affected wheel?

   

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

  Customer response

  12/01/2023

  Invoice from Slicks attached. Slicks placed the order with Wheel Pros on February 7, 2022 if you need the invoice from Slicks Wheel Pros will have to call them to obtain that information. Photos of the rim with the clear coat peeling attached. 

  Customer response

  12/01/2023

  Please see attached. 

  

  Business response

  12/12/2023

  *********,

  Good morning! I left you a message. If you can give me a call back at your earliest convenience, that would be great!

   

  ************

  Thank you!

  *****

  Customer response

  12/12/2023

  Hi *****,

  I returned your call and left you a voicemail. Let me know what additional information you need and I can gather it from Slicks in ******** they ordered and installed the rims.

  Thank you!

  *********

  

  Business response

  12/18/2023

  *********,

  Hello and good morning! I believe my agent ******* was able to get that replacement wheel taken care of for you. Would you be able to confirm that on your end?

  Customer response

  01/01/2024

  Hi!

  Apologies, responding to this got away from me over the holidays. I did receive the new rim and had it installed. When the rim was unboxed it was noted to have some peeling already which did not happen during shipping as the rim had wrapping around it to protect it. See photos. I just wanted this to be documented in case there were any further issues.
  

  Stephanie 

  Customer response

  01/03/2024

  Hi, 

  Wheel Pros did send me a new rim so in theory yes the claim can be closed however I wanted them to be aware the rim they send me already has some peeling on the outer portion of them rim which is not visible once it is installed. But could pose an issue in the future. Therefore I was hoping it would be documented in case there is another issue. 

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During this year I went to 4 wheel parts in ************, they put a a leveling kit on my truck but the service tech raised my shocks in the front end so high that over the rest of this year Ive had to get my truck fixed multiple times due to there failure and causing repeated repairs

  

  Business response

  11/27/2023

  *****,

   

  Thank you for bringing this to our attention. I will bring this up with the Manager of the store and have them reach out to you within the next ***** hours.

   

  Thank you for your patience in this matter.

  Customer response

  11/27/2023

   
  Complaint: 20883156
  
  I am rejecting this response because:

  When I called the response I got back was theres no way the tech raised your shocks that high, and with the shocks being raised that high it did not cause damage to the upper control arms, tie rod ends or cv axles. Also stated all they would help with is maybe covering the cv axle costs. I want a refund for all the money I have had to do for all the repairs.

  
  Sincerely,
  
  *************************

  

  Business response

  12/05/2023

  Would you be able to send me a copy of the repair bills that you mentioned?

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In August 2023 I ordered two front struts and 2 rear shocks for my truck. I was told all parts were in stock and would ship. When the shipment arrived only the front struts were sent. However I was billed the full amount. I emailed and called the store and was given no response. A few days later I was updated that the rear shocks wouldn't arrive until late December of 2023. I immediately asked for a refund and for a return label. 4 Wheel Parts ignored my emails and phone messages. They would not communicate with me at all. I had to contact my credit card company and stop payment. It costed me $16.80 to fax over documents to my credit card company supporting my claim which they agreed with. 4Wheel Parts finally agreed to take back the parts, but said I was responsible for the shipping cost. After going round and round with them they finally said they would pay for the return label. I'm requesting 4 Wheel Parts to reimburse me for the cost of having to stop payment. I was also charged ****** and have only been credited for ******. I have been fighting with this company for four months now. They pick and choose when they want to communicate with me. I have spent hours on hold waiting for them just to be hung up on. Can you please help with this matter.****

  

  Business response

  11/27/2023

  ****,

   

  I apologize for the inconvenience you have experienced. I'm having one of my agents work on this now. Please expect a resolution in the next ***** hours.

   

  Thank you for your patience and understanding.

  Customer response

  11/27/2023

  My complaint is not against Wheel Pro LLC it's against 4 Wheel Parts.  

  Customer response

  11/29/2023

   
  Complaint: 20839343
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****************

  Customer response

  11/30/2023

  The company has not contacted me within the 48 hours.

  

  Business response

  12/07/2023

  Hello!

  Here's a copy of the receipts on our end of the refunds. If these are not reflecting in your account, I would suggest reaching out to your bank. I have attached the refund slips on our end above.

  Customer response

  12/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****************

• Initial Complaint

  10/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order a "Black Friday" item November of last year that was to be delivered to the ********* 4 wheel parts. I went to the business 3-4 times over several months asking about my product. I was told that corporate did not limit the order thus too many were purchased by individuals. They would fulfil the order when the item came to the business. Every time they would tell me it is coming, they would call me, they would send it to my house. Never heard from them. Around June/July called corporate and they advised me the item would be shipped to my house from the manufacturer in near future. Well still no item. I called again in the last month and again no idea when I will get the item. I asked the employee to have someone in management contact me because of house ridiculous this is and lack of customer support/service. Just under a year and 4 wheel parts has completely failed from the delivery to customer service and providing any type of replacement item. One year and no part, no help. Cant get much worst than this, basically stole my money. Dont let this happen to your customers/

  

  Business response

  10/20/2023

  ******,

  Good morning. Thank you for reaching out to us regarding this matter. I have forwarded your request to our sales manager to help get this sorted out. You should be receiving a contact within the next ***** business hours. Thank you for your patience and understanding.

  Customer response

  10/26/2023

   
  Complaint: 20755490
  
  I am rejecting this response because: business has not contacted me as stated in message.
  
  Sincerely,
  
  *************************

  

  Business response

  11/07/2023

  We apologize for the delay. I had spoken to our ********* store and they should have been reaching out.

  I contacted them again to reach out to you as soon as possible. I'll stay on top of this today to make sure you get contacted.

   

  Their email address is ***********

  Phone **************

  Customer response

  11/24/2023

  The complaint is not resolved still nothing from the company, no phone calls, no messages, nothing so please reopen accordingly.

  

  Business response

  11/29/2023

  ******,

   

  We apologize for the delay in communication. I'm looking further into this matter to see why you have not been contacted yet. I will make sure that someone reaches out to you before the end of the day today.

   

  Thank you for your patience and understanding.

  Customer response

  12/03/2023

   
  Complaint: 20755490
  
  I am rejecting this response because: the complaint is unresolved.  I have not received a
   call,text, or email from company.  I still don't understand how I am supposed to be called by someone but nobody ever calls.

  
  Sincerely,
  
  *************************

  

  Business response

  12/18/2023

  Looks like our store manager from ********* has coordinated with you to get this resolved. We appreciate you again!

   

  Talked with ************************* today. Customer is coming by this week to pick out a different strap 
  thanks 
  
  
  *******************
  Mgr, Retail Store
  Store: 045 - ********* **********************************************************************************
  P: **************   E: *****************
  ***.com

  Customer response

  12/30/2023

  The complaint is not resolved yet.  The business last week finally reached out to me.  

• Initial Complaint

  10/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10-27-22, I had installed an aftermarket suspension and lift kit to my **** **** F250 SD by 4Wheel Parts (4WP) distributors corp., Account #SO *******. A total of $5,881.61 was paid to 4WP, Store #***, **************************************************************** - *************. 4WP corporate located in ********, **.On 03/2022, on a trip in the snow, I tried to engage my 4 wheel drive (front axel) system and it DID NOT work / engage. I trusted that 4WP had road tested the components they installed to this drive sytem. It was obvious they did not. Invoice showes tampering, parts and work done on this axel and other components (attached). I contacted 4WP, twice, in writing, using my 4WP log in account to describe the descrepancy and requist for repair review with no response. Instead, my account was wiped of invoice services provided and no Case number was issued into my complaints / inquire. It is industry standard that a follow-up inspection of suspension parts and bolts be inspected by installers (per parts instruction manual - attached) and followup appoints be initiated by installer. This was also NOT DONE by 4WP. This was very dangerous to me and others on this trip.I am requesting that the BBB cotact and insist that 4WP contact me to have my truck / vehicle's 4 wheel drive system be fixed / repaired to expected working opertion and an inspection of installed parts for which I initially paid for, OR refund of parts and labor to 4 wheel drive system OR I have my truck repaired at another facility and I invoice 4WP for the repair. To this date, 4WP has not reached out even after filing a ****** of ********** Repair cpmplaint (Case #SA2023008765, ********************************* - Investigator) on 07/13/2023. *** stated that they tried to mediate my dispute within their scope of autority with no success. This business is unfrofessional and adverse in regards to their safety and concenrs of their customers. Thank you.Additional: I submitted this form / complaint back on 07-25-23 with no case # issued or response.

  

  Business response

  10/09/2023

  ******,

  Good morning and thank you for reaching out to us. I forwarded your information over to our ******** store for review. You should be receiving a phone call in the next ***** hours. We appreciate your patience and understanding.

  Customer response

  10/09/2023

   
  Better Business Bureau: ******************
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However, a phone call ALONE without repair resolution is unacceptable.
  
  Thank you for your time and consideration with this matter, Sincerely,
  
  ***********************, Complaint ID: ********

  Customer response

  10/10/2023

   

  Hello,

  Was informed by email that my case has been closed by BBB.  I wish that the case NOT be closed.  There has been no resolution or contact to me by 4WP Inc.as agreed. My dispute with them remains OPEN. 

   

  Thank you for your time and consideration with this matter.  ***************** ************

   

  Customer response

  10/11/2023

  To:  BBB Great West - Pacific

  Fr.: *****************

  Subj.: Phone Contact with 4WD Parts ****

  I am requesting that your office keep my complaint open (Case#: *********). On 10-10-23, at approximately **** hours, a **** from ********, ** 4WP contacted me to make an appointment to bring my truck in for INSPECTION on Tuesday, 10-17-23, at **** hours.  During the conversation **** made the statement that the work they had done on my truck did not affect my 4WD system and added that there are vacumm lines that fail and is a common problem. **** made no commitment to fixing what they had broke in regards to my trucks 4 Wheel Drive system, but rather to LOOK at it.

  Again, my truck 4WD systeem was working prior to any monidications made to the truck by 4WParts **** My standing question and expectation for resolution is for 4WP to repair what they broke in regards to the front driveline / differential / suspension system.  I took ****'s statement as saying that there would NOT be a repair but a check.  I feel that my appointment is going to be a dry-run and a wast of time to resolving this issue. I will be contacting **** today for further clarification of repair expectations.

  Thank you.

  

  Business response

  10/16/2023

  ************** has an appointment with our ******** store on 10/17/2023 to inspect and assess the vehicle free of charge. If the malfunction was not caused by the services performed by our technicians, ************** will be responsible for parts and labor.
  
  From our ********, ** store:
  
  The customer has never contacted the store and never brought the truck in for inspection.
  
  The *** did contact us on this and made a judgement. They found we have proper paperwork, and the customer was out of warranty. We did offer to inspect the vehicle at no charge but agreed the customer is responsible for any repairs. The *** said they would inform the customer that we offered a free inspection.The *** said it would be on the customer to bring the truck in for inspection and repair. ************** called today and wanted me to guarantee we would fix his truck on Tuesday. I explained to him that we do not know what is wrong with it and we need to inspect it first. I explained that if unrelated he would have to pay for parts and labor. He didn't like that and kept wanting me to guarantee that we would fix it for free. 
  
  He then went off and just kept saying that this is a waste of time, and he would take the next steps.
  
  

  Customer response

  10/16/2023

  Thank you for ****'s response, but I would like to point out that he convientently left out the part in which he stated that the work done did not cause the defect in my truck. I beg to differ, since my truck's four wheel drive function was working prior to any work done, and only after the work was done, that it no longer worked. Taking my truck back to him would not give me a unbias outcome since his copability will be down-played or as he has already stated be nonexistent. Basically brining the truck back in would be a wast of time and a dry-run.

  i woudl like to take my truck to an indepentant shop who would not benefit from the outcome of this inspection. A party not involved with the actual work. This inspection would than be able to determine if the work that was done by 4WP could have caused my four wheel drive from not working. This avenue would be the only fair outcome since my interaction with **** has been confrontational. His attitude and tone was not of someone that wanted to make this situationl right or safe.

  To Clarify ****'s assertation of not contacting them regarding the problem / issue, I contacted their website portal (4WP portal instructions), on two separate ocasions, believing that would reach **** and his assiciates (store).  No response from this partal was made ***** to me. Instead, my profile purchase history was wiped.  Unknown if this was an adverse I.T. reaction on the part of 4WP to my concerns.   Thank you for your time and consideration.  *****************

   

   

• Initial Complaint

  09/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am completely disappointed and unsatisfied with my customer experience. I ordered rims from this store but when I took them to get put on, I discovered that they would not fit because the bolt pattern was wrong. So, I contacted customer service to ask about an exchange, I was informed that I could return them for a possible exchange. However, I was not informed that I could not get them returned back to me, if my return/exchange was denied. I had to pay over $200.00 to ship the rims to the store and my return/exchange request was denied. After my request was denied, I requested that the rims be returned to me. Since I paid for the rims, I wanted them even though they didn't fit my car. Following that request, I receive an invoice for the store to return them. I don't feel that I should have to pay to get the rims returned to me. Per the store staff, they cannot sell them. However, they are keeping the money I paid for them, so they should be able to return them to me free of charge. Because honestly, I think that the request for return/exchange was going to be denied no matter what. I did not use the rims, because they didn't fit my car. The company will probably sell them as an open box item and receive double money for them. This is not right; it is unfair and unethical business practices. I requested information to file a formal complaint with the store's supervisor or owner to express my dissatisfaction with the company's service and return policy. However, I never received information to do so. I only received another invoice to pay in order to get the rims returned. I will never purchase anything from this company again and will not be recommending them to anyone in the future. I feel that I was scammed and lost a lot of money (over $1200.00). I would like to appeal to get the rims returned to me without a charge attached or a partial refund/store credit, because I don't believe the rims will be discarded, but re-sold as refurbished.

  

  Business response

  09/26/2023

  Hello and good morning! I apologize for the inconvenience that you have experienced. Would you be able to tell me what store you purchased from and provide me with a copy of the receipt of purchase?

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

• Initial Complaint

  08/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 4/15/2023 I ordered a radiator, order # 4W2133305473, for my jeep. I used their part checker and it said it would fit my jeep. The radiator was an OMIX ********** radiator. I received a radiator from a company called Rugged and not OMIX, the radiator was plastic and aluminum and the fittings were opposite of what I expected and it wouldnt work in my vehicle. As per their website I requested a RMA number to return the item and get a refund on 4/20/2023. I didnt hear anything back so I emailed again on 5/4/2023. A few weeks later I called customer service and was told that they only have 2 people doing returns and they would have it done within 2 weeks. Never heard back again so I called again and was given the same story, 2 people and give them 2 weeks. Never heard a word from them. I tried calling again and waited for approximately ********************************************************************************************** So tried again a week later and got the same system recording after 20 minutes that hung up on me. Now I have a radiator that I cant use and am out $373.11 I would like to be able to return the radiator and get my money back.

  

  Business response

  09/07/2023

  Good morning! Thank you for your feedback. I have escalated this with our team lead and will be working towards a resolution with you shortly. Thank you for your patience and understanding!

  Customer response

  09/08/2023

  Thank you for getting them to respond. The company did send me a return label for **** The radiator has been dropped off at an *** store and I have a receipt. The company sent no other information other than the return label. I want to make sure that I get a full refund before we close this complaint.

  

  Business response

  09/22/2023

  Here is our interaction with the customer from last week, below. Ive included a copy of the refund receipt as well.

  Customer response

  09/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a set of headlights for my 2006 dodge ram from them on December 1, 2022. I received an update from them on December 17 that they had no idea when the product was going to be shipped out so I decided to cancel the order with them the same day. I went ahead and ordered an I went ahead and ordered another set of lights elsewhere due to their email stating that the order was delayed. According to them, after emailing them several times regarding the cancellation of the order, you had already sent out the product on ******************************************************************************************************************************** a 15% restocking fee for the lights that I dont need anymore. This is ridiculous. Im not going to give money or let a company keep my money for something that I wont keep.I spoke to ***********************, *****************, and ***************** in regards to this and they wouldnt give me a full refund even after they admitted to having a bad system for communicating to a customer. I did not send the lights back because I did not want to lose out on money that should be given back to me in full.

  

  Business response

  09/01/2023

  *********,

   

  Good morning! I apologize for the inconvenience that you've experienced. I will be having one of our agents reach out to you today to get this to a favorable resolution.

   

  Thank you for your patience and understanding.

  Customer response

  09/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is a good choice for a next move. 
  
  Sincerely,
  
  *******************************

  Customer response

  09/03/2023

  I have not had anyone from the company call me yet. So I dont feel like the issue has been resolved. 

  

  Business response

  10/06/2023

  There's absolutely nothing we can do about this. The customer received the product on 12/20/22; we're coming up almost a year. The customer ordered a product that was drop-ship. The email they referenced regarding the "delay or not knowing when the product was shipping" was an automated email that sends a courtesy notification 15 days from the purchase date, letting them know as a reminder that the product is coming from the manufacturer. They then requested to cancel, which, for obvious reasons, we'd need to have the *** or WD confirm first, which they denied us because, by that time, it had already shipped.
  
  The customer was advised of this in response to their cancellation request and was recommended to submit a return if they no longer needed the product. The team offered a reduction in the restocking fee as a courtesy because this wasn't our fault, but they still wanted to help. That option didn't work for the customer. I'm interested in how/why they'd recently left feedback on this for something months ago. The last time we had an interaction with them was in January.

*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. ↩