Business Profile

Custom Rims

WheelHero.com

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

42 total complaints in the last 3 years.
14 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:05/27/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The business sold me a set of wheels that was to come while I was out of the country so, I retuned them. They have had their unused merchandise for six months. They claim that since I don't have the original card it was purchased on, they can't figure out how to refund my money. I have spoken to at least seven different employees including management but keep getting gaslighted and the owner refuses to return my calls. It appears that they want to keep my wheels and money!
Business Response
Date: 06/02/2025
Dear Better Business Bureau,
We are writing in response to a complaint submitted by Mr. ******* **** regarding an order he placed with our company, Wheel Hero.
Mr. **** purchased a set of wheels from us and was provided with tracking information that clearly indicated the expected delivery date. Despite having this information, Mr. **** voluntarily left the country during the delivery window. The shipment was successfully delivered to the address provided and confirmed through tracking records. Subsequently, Mr. **** reported that the wheels were stolen.
While we understand the frustration that can come from a situation like this, Wheel Hero is not responsible for any lost or stolen packages after a successful delivery has been made, particularly when the loss results from a customer's decision to be absent during the delivery timeframe. We fulfilled our obligation by shipping the correct products and ensuring delivery to the customers specified location.
Mr. **** later claimed that he destroyed the credit card used to make the purchase and requested a refund. As is the case with all reputable retailers, Wheel Hero is only authorized to issue refunds to the original form of payment for security and fraud-prevention reasons. We are unable to credit an alternative card or method of payment.
We hope this clarifies our position in this matter. Wheel Hero has acted in accordance with standard business practices and policies and cannot assume liability for circumstances beyond our control.
Initial Complaint
Date:02/28/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Wheelhero sent the wrong tires. Upon return they have failed to issue a refund. They continue to lie in order to delay the refund processes.
Business Response
Date: 03/11/2025
Dear Better Business Bureau,
We are reaching out regarding a dispute initiated by *** ******* concerning a return of tires purchased from our company. Our records clearly show that Mr. ******* was provided with the correct return address in ******* by our customer service team. Despite these instructions, he has mistakenly shipped the tires to an address in **************, which is entirely incorrect and not associated with our company in any way.
Because we have not received the tires at our designated return location, we are unable to process a refund. It is the customers responsibility to ensure that returns are sent to the proper address as instructed. Since Mr. ******* did not follow our return instructions, we cannot issue a credit for merchandise that has not been returned to us.
Please let us know if you require any further details regarding this matter.

Business Response
Date: 04/01/2025
Dear Better Business Bureau,
We are reaching out regarding a dispute initiated by *** ******* concerning a return of tires purchased from our company. Our records clearly show that Mr. ******* was provided with the correct return address in ******* by our customer service team. Despite these instructions, he has mistakenly shipped the tires to an address in **************, which is entirely incorrect and not associated with our company in any way.
Because we have not received the tires at our designated return location, we are unable to process a refund. It is the customers responsibility to ensure that returns are sent to the proper address as instructed. Since Mr. ******* did not follow our return instructions, we cannot issue a credit for merchandise that has not been returned to us.
Please let us know if you require any further details regarding this matter.
Initial Complaint
Date:02/24/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They are completely avoiding the fact that I still have not received my order, they claim it was lost during shipping but how are they not responsible for replacement?
Business Response
Date: 03/03/2025
Dear Better Business Bureau,
We are writing in response to a complaint regarding a customer who placed an order with ********************** Hero on February 18. The customer claims that he purchased the mounting and balancing option; however, our records, including the order confirmation, clearly show that he did not select or pay for this service. Additionally, there was no payment for ceramic coating included in his order. At Wheel Hero, we strive to be transparent in our ordering process, and it is the customers responsibility to review and agree to our return policy before completing a purchase. Our policies are clearly outlined to ensure every customer understands the terms of their order. We appreciate the opportunity to provide clarity on this matter and welcome any further questions you may have. Please do not hesitate to reach out if you require additional information.
Business Response
Date: 03/24/2025
Dear Better Business Bureau,
We are writing in response to a complaint regarding a customer who placed an order with ********************** Hero on February 18. The customer claims that he purchased the mounting and balancing option; however, our records, including the order confirmation, clearly show that he did not select or pay for this service. Additionally, there was no payment for ceramic coating included in his order. At Wheel Hero, we strive to be transparent in our ordering process, and it is the customers responsibility to review and agree to our return policy before completing a purchase. Our policies are clearly outlined to ensure every customer understands the terms of their order. We appreciate the opportunity to provide clarity on this matter and welcome any further questions you may have. Please do not hesitate to reach out if you require additional information.
Initial Complaint
Date:02/12/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I will let my attorney take it from here, then.
Business Response
Date: 02/20/2025
Dear Better Business Bureau Representative,
We are writing in response to a complaint filed by ***** ***** regarding a wheel and tire package he purchased from us on January 21, 2025. Mr. ***** received his order promptly after purchase. The tires included in the package were manufactured in the 38th week of 2022. We would like to clarify that all tires we sell come directly from the manufacturer, ensuring that they are new, unused, and meet all industry standards for sale.
It is important to note that tire manufacturers do not sell directly to consumers. As a result, we are not authorized to provide customers with direct contact information for the manufacturer. However, we assure you that the tires we supply are sourced properly and meet all requirements for safe usage. Industry guidelines confirm that the manufacturing date of the tire is well within an appropriate timeframe for sale and has no correlation with the blowout Mr. ***** experienced.
Our customer service team has made every effort to assist Mr. ***** in resolving this matter. We have worked with him to provide a replacement tire to ensure that he has a product he can safely use. We take customer concerns seriously and strive to offer the best service possible.
Please let us know if any further information is required to resolve this matter.
Sincerely,
****** ******
CEO
Wheel Her

Business Response
Date: 02/20/2025
Dear Better Business Bureau Representative,
We are writing in response to a complaint filed by ***** ***** regarding a wheel and tire package he purchased from us on January 21, 2025. Mr. ***** received his order promptly after purchase. The tires included in the package were manufactured in the 38th week of 2022. We would like to clarify that all tires we sell come directly from the manufacturer, ensuring that they are new, unused, and meet all industry standards for sale.
It is important to note that tire manufacturers do not sell directly to consumers. As a result, we are not authorized to provide customers with direct contact information for the manufacturer. However, we assure you that the tires we supply are sourced properly and meet all requirements for safe usage. Industry guidelines confirm that the manufacturing date of the tire is well within an appropriate timeframe for sale and has no correlation with the blowout Mr. ***** experienced.
Our customer service team has made every effort to assist Mr. ***** in resolving this matter. We have worked with him to provide a replacement tire to ensure that he has a product he can safely use. We take customer concerns seriously and strive to offer the best service possible.
Please let us know if any further information is required to resolve this matter.
Sincerely,
******
CEO
Wheel Hero

Business Response
Date: 02/20/2025
Dear Better Business Bureau Representative,
We are writing in response to a complaint filed by ***** ***** regarding a wheel and tire package he purchased from us on January 21, 2025. Mr. ***** received his order promptly after purchase. The tires included in the package were manufactured in the 38th week of 2022. We would like to clarify that all tires we sell come directly from the manufacturer, ensuring that they are new, unused, and meet all industry standards for sale.
It is important to note that tire manufacturers do not sell directly to consumers. As a result, we are not authorized to provide customers with direct contact information for the manufacturer. However, we assure you that the tires we supply are sourced properly and meet all requirements for safe usage. Industry guidelines confirm that the manufacturing date of the tire is well within an appropriate timeframe for sale and has no correlation with the blowout Mr. ***** experienced.
Our customer service team has made every effort to assist Mr. ***** in resolving this matter. We have worked with him to provide a replacement tire to ensure that he has a product he can safely use. We take customer concerns seriously and strive to offer the best service possible.
Please let us know if any further information is required to resolve this matter.
Sincerely,
****** ******
CEO
Wheel Her

Business Response
Date: 02/20/2025
Dear Better Business Bureau Representative,
We are writing in response to a complaint filed by ***** ***** regarding a wheel and tire package he purchased from us on January 21, 2025. Mr. ***** received his order promptly after purchase. The tires included in the package were manufactured in the 38th week of 2022. We would like to clarify that all tires we sell come directly from the manufacturer, ensuring that they are new, unused, and meet all industry standards for sale.
It is important to note that tire manufacturers do not sell directly to consumers. As a result, we are not authorized to provide customers with direct contact information for the manufacturer. However, we assure you that the tires we supply are sourced properly and meet all requirements for safe usage. Industry guidelines confirm that the manufacturing date of the tire is well within an appropriate timeframe for sale and has no correlation with the blowout Mr. ***** experienced.
Our customer service team has made every effort to assist Mr. ***** in resolving this matter. We have worked with him to provide a replacement tire to ensure that he has a product he can safely use. We take customer concerns seriously and strive to offer the best service possible.
Please let us know if any further information is required to resolve this matter.
Sincerely,
****** ******
CEO
Wheel Her

Customer Answer
Date: 02/25/2025
Wheelhero.com refused to send a return label for the blown out tire after I mentioned getting my attorney involved. If this is considered "cooperation," well, I do believe, otherwise. The service manager also refused to provide contact information for his boss. I believe there's a conflict of interest that the service manager is somehow trying to hide or protect.
Business Response
Date: 02/27/2025
We are reaching out regarding a customer complaint that has been brought to the attention of the Better Business Bureau. We want to clarify that we have been actively working with the customer to resolve this matter in good faith.
As part of our efforts to provide excellent customer service, we have sent return labels to the customer, and he has had them in his possession for a significant period. Despite this, the customer continues to claim that we have not provided return labels, which is simply not accurate. In addition to supplying the necessary return labels, we have also attempted to accommodate the customer by offering a replacement tire to ensure a satisfactory resolution.
Our company remains committed to fair and transparent business practices, and we take customer concerns seriously. We have made every effort to assist the customer. We appreciate the *********************** role in handling such matters and hope this letter provides clarity on our position.
Please let us know if any further information is required. We are happy to cooperate in any way necessary to bring this to a fair resolution.
Business Response
Date: 02/27/2025
We are reaching out regarding a customer complaint that has been brought to the attention of the Better Business Bureau. We want to clarify that we have been actively working with the customer to resolve this matter in good faith.
As part of our efforts to provide excellent customer service, we have sent return labels to the customer, and he has had them in his possession for a significant period. Despite this, the customer continues to claim that we have not provided return labels, which is simply not accurate. In addition to supplying the necessary return labels, we have also attempted to accommodate the customer by offering a replacement tire to ensure a satisfactory resolution.
Our company remains committed to fair and transparent business practices, and we take customer concerns seriously. We have made every effort to assist the customer. We appreciate the *********************** role in handling such matters and hope this letter provides clarity on our position.
Please let us know if any further information is required. We are happy to cooperate in any way necessary to bring this to a fair resolution.

Customer Answer
Date: 03/06/2025
The fact of the matter: wheel hero sold me an old tire claiming it was new. This same tire blew out with less than 100 miles on it. I will educate everyone on the dangers of doing business with this company.
Business Response
Date: 03/06/2025
Dear Better Business Bureau Representative,
We appreciate the opportunity to address the concerns raised by the customer regarding their recent purchase with us. We regret that the customer has had a negative experience, as customer satisfaction is our top priority.
The tire in question was brand new and certified for sale by the manufacturer, meeting all industry standards for quality and safety. We have made every effort to work with the customer to resolve this matter, providing all possible support to address their concerns. Despite our attempts to find a satisfactory resolution, we understand that the customer remains dissatisfied.
We take all feedback seriously and continuously strive to improve our service. If there are any additional steps we can take within reason to assist in this matter, we are open to further discussion. Please let us know how we can best proceed.
Business Response
Date: 03/31/2025
Dear Better Business Bureau Representative,
We are writing in response to a complaint filed by ***** ***** regarding a wheel and tire package he purchased from us on January 21, 2025. Mr. ***** received his order promptly after purchase. The tires included in the package were manufactured in the 38th week of 2022. We would like to clarify that all tires we sell come directly from the manufacturer, ensuring that they are new, unused, and meet all industry standards for sale.
It is important to note that tire manufacturers do not sell directly to consumers. As a result, we are not authorized to provide customers with direct contact information for the manufacturer. However, we assure you that the tires we supply are sourced properly and meet all requirements for safe usage. Industry guidelines confirm that the manufacturing date of the tire is well within an appropriate timeframe for sale and has no correlation with the blowout Mr. ***** experienced.
Our customer service team has made every effort to assist Mr. ***** in resolving this matter. We have worked with him to provide a replacement tire to ensure that he has a product he can safely use. We take customer concerns seriously and strive to offer the best service possible.
Please let us know if any further information is required to resolve this matter.
Sincerely,
****** ******
CEO
Wheel Hero
Initial Complaint
Date:01/31/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order on 12/2/2024. The order was for tires and rims. The company had a "Fitment Guarantee" The rims did not fit on the vehicle. I tried to work this out with the company and they stopped responding to email or calls. their voice mailbox comes back as full. I filed a charge back with the credit card company and they are fighting it. I just want to return the product that doesn't fit.
Business Response
Date: 02/13/2025
Dear Better Business Bureau,
We are writing to provide additional details regarding the dispute initiated by Mr. ***** ****** concerning his purchase of a Wheel and Tire Package, Order #*********, placed on December 2, 2024. This response includes a comprehensive account of the situation, as requested by the Better Business Bureau.
The customer placed his order on December 2, 2024, and the package was shipped promptly on December 12, 2024. It was delivered on December 18, 2024, via carrier A. **** **** with tracking number *********. Mr. ****** has been in full possession of the items since that date. The order was handled with utmost efficiency and transparency, including timely communication during the shipping process.
Following the purchase, Mr. ****** reached out to our customer service department only once, on December 11, 2024, to inquire about the estimated shipping date. This inquiry was promptly addressed with a clear and helpful response, confirming our commitment to customer satisfaction. After this interaction, Mr. ****** made no further contact with our company regarding any issues or concerns about his order.
After the dispute was filed with his credit card company, we made numerous attempts to contact Mr. ****** via phone or email to resolve the matter directly. Despite our repeated calls, he has refused to answer or engage in any form of communication with our staff. This behavior strongly suggests that Mr. ****** is deliberately avoiding contact to exploit the dispute process and retain the items without payment.
It is imperative to highlight that Mr. ****** is currently in full possession of the Wheel and Tire Package he ordered and received. This is a blatant attempt to commit fraud by leveraging the **** dispute system to acquire high-value merchandise for free. Such actions are not only unethical but also constitute criminal activity under fraud statutes. We have images of a previous orders we fulfilled with the same vehicle, wheels and tires. This is to indicate that the products do fit the customer's vehicle.
The customer's actions undermine the integrity of the **** dispute process, making a mockery of the system intended to protect consumers from genuine cases of unfair business practices. Instead, Mr. ******* misuse of this system aims to defraud our company by retaining the items he ordered while evading payment. This is a serious violation of the law and a direct affront to fair commerce.
We respectfully request that the Better Business Bureau take this matter seriously and deny the customers claim in light of the evidence provided. Should you require any additional information or supporting documentation, we are fully prepared to assist.
Thank you for your time and attention to this matter. We trust that the Better Business Bureau will act in accordance with its commitment to ensuring justice and fairness in all dispute resolutions.
Sincerely,
****** C
CEO
Wheel Hero

Business Response
Date: 03/11/2025
Dear Better Business Bureau,
We are writing to formally address the complaint filed by ***** ****** against our company. This individual is being completely dishonest in his dealings with us and is clearly attempting to keep the products without paying for them. We have made multiple attempts to contact him via phone to resolve this matter, yet he refuses to answer or return our calls. His lack of response is deliberatehe is avoiding communication because he has no intention of returning the items, despite his false claims.
Although he states that he wants return labels, he has repeatedly ignored our efforts to provide them. Instead, he chooses to communicate exclusively through BBB complaints, where he continues to misrepresent the situation and falsely claim that he is trying to do the right thing. This is not a genuine attempt to resolve the issue; it is a calculated effort to mislead both our company and the Better Business Bureau while retaining possession of the merchandise without payment.
It is clear that this customer is abusing the ******************** system to appear as though he is acting in good faith when, in reality, he is taking advantage of our company and wasting your time. We urge the Better Business Bureau to see past this disguise and recognize that this complaint is not made in good faith but rather as an attempt to avoid financial responsibility.
Thank you for your time and consideration. We appreciate your assistance in recognizing and addressing this fraudulent behavior.
Business Response
Date: 03/18/2025
Dear Better Business Bureau
We are writing to formally address a complaint made against our company by a customer who is blatantly dishonest and is attempting to take advantage of us. This individual is deliberately refusing to communicate with our team because he has no intention of resolving the situationhis goal is to keep the products without paying for them. We have called this customer numerous times, left messages, and attempted to reach him in every reasonable way, yet he is actively ignoring us. He is refusing to have a direct conversation because he knows that doing so would expose his clear attempt at fraud.
This customer still has the products in his possession and has no intention of returning them. He has never reached out to our customer service teamnot once. Instead, he only communicates through BBB complaints, where he repeatedly lies and falsely claims he wants return labels so he can "do the right thing." This is completely dishonest. When we offer return labels, he refuses to accept them, avoiding all direct communication with us. If he truly wanted to return the items, he would have worked with our team to facilitate the process. Instead, he ignores all our calls and emails, making it clear that he simply wants to keep the products for free.
We ask that the Better Business Bureau see through this customers false claims and recognize that he is abusing the complaint process to manipulate the system. This is a blatant attempt to steal from our company while wasting your time with fabricated claims. His complete refusal to engage in any direct communication proves his bad faith. We urge you to dismiss this dishonest complaint and not allow your organization to be used as a tool for fraud.

Thank you
Business Response
Date: 03/18/2025
Dear Better Business Bureau
We are writing to formally address a complaint made against our company by a customer who is blatantly dishonest and is attempting to take advantage of us. This individual is deliberately refusing to communicate with our team because he has no intention of resolving the situationhis goal is to keep the products without paying for them. We have called this customer numerous times, left messages, and attempted to reach him in every reasonable way, yet he is actively ignoring us. He is refusing to have a direct conversation because he knows that doing so would expose his clear attempt at fraud.
This customer still has the products in his possession and has no intention of returning them. He has never reached out to our customer service teamnot once. Instead, he only communicates through BBB complaints, where he repeatedly lies and falsely claims he wants return labels so he can "do the right thing." This is completely dishonest. When we offer return labels, he refuses to accept them, avoiding all direct communication with us. If he truly wanted to return the items, he would have worked with our team to facilitate the process. Instead, he ignores all our calls and emails, making it clear that he simply wants to keep the products for free.
We ask that the Better Business Bureau see through this customers false claims and recognize that he is abusing the complaint process to manipulate the system. This is a blatant attempt to steal from our company while wasting your time with fabricated claims. His complete refusal to engage in any direct communication proves his bad faith. We urge you to dismiss this dishonest complaint and not allow your organization to be used as a tool for fraud.
Thank you
Initial Complaint
Date:01/14/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This issue was finally resolved by Wheel Hero in January. Unfortunately, there were dozens of unanswered emails over the course of 2 months prior to my contacting BBB and, I'm assuming, you contacting them. Thank you for your assistance on this. While the issue has been resolved, I am thoroughly disappointed and dissatisfied with the whole experience with them.rience I have ever had.
Business Response
Date: 01/22/2025
Dear Better Business Bureau,
We are writing to provide an update regarding a recent concern raised by one of our customers. After reaching out to the customer directly, we have successfully discussed and agreed upon a solution that addresses their needs and resolves the issue. The customer has expressed satisfaction with the resolution, and we are now moving forward to implement the agreed-upon solution.
We value the opportunity to ensure our customers are content and appreciate your role in supporting clear and fair communication throughout this process. Please let us know if any further information is required.
Sincerely,
****** ******
CEO
Wheel Hero

Business Response
Date: 02/14/2025
Dear Better Business Bureau,
We are writing in response to a complaint from ***** ******* regarding his purchase of a wheel and tire set on September 10, 2024. After receiving his order, Mr. ******* contacted our customer service department to report that one of the wheels had been damaged in transit by the carrier. As a resolution, our team promptly offered to retrieve the damaged wheel and advised Mr. ******* that he could place a new order for a replacement, which would be reimbursed once the damaged wheel was received at our location, per our company policy.
It was made explicitly clear to Mr. ******* that our reimbursement covered only the cost of the wheel itself and that he would be responsible for any additional costs, including mounting and balancing. Mr. ******* agreed to these terms. However, he has since expressed dissatisfaction over not being reimbursed for the mounting and balancing feesan expense we never agreed to cover.
Throughout this process, our customer service team has worked diligently to assist Mr. ******** responding to every inquiry and ensuring he understood the terms of our policy. Unfortunately, he has been extremely difficult to work with and has exhibited rude behavior toward our staff. Despite this, we have remained professional and responsive to his concerns.
We appreciate the Better Business Bureau's role in consumer-business relations and welcome any questions you may have regarding this matter. Please feel free to reach out to us for further clarification.
Best regards,

Business Response
Date: 03/03/2025
Dear Better Business Bureau,
We are writing in response to a complaint from ***** ******* regarding his purchase of a wheel and tire set on September 10, 2024. After receiving his order, Mr. ******* contacted our customer service department to report that one of the wheels had been damaged in transit by the carrier. As a resolution, our team promptly offered to retrieve the damaged wheel and advised Mr. ******* that he could place a new order for a replacement, which would be reimbursed once the damaged wheel was received at our location, per our company policy.
It was made explicitly clear to Mr. ******* that our reimbursement covered only the cost of the wheel itself and that he would be responsible for any additional costs, including mounting and balancing. Mr. ******* agreed to these terms. However, he has since expressed dissatisfaction over not being reimbursed for the mounting and balancing feesan expense we never agreed to cover.
Throughout this process, our customer service team has worked diligently to assist Mr. ******** responding to every inquiry and ensuring he understood the terms of our policy. Unfortunately, he has been extremely difficult to work with and has exhibited rude behavior toward our staff. Despite this, we have remained professional and responsive to his concerns.
We appreciate the Better Business Bureau's role in consumer-business relations and welcome any questions you may have regarding this matter. Please feel free to reach out to us for further clarification.
Best regards,
Business Response
Date: 03/05/2025
Dear Better Business Bureau Representative,
We appreciate the opportunity to address the concerns of our valued customers, and we want to begin by expressing our sincere regret that our customer had a negative experience. At ********************** Hero, we are committed to providing excellent service and ensuring our customers are fully satisfied with their purchases.
We have thoroughly reviewed the situation and worked closely with the customer to reach a resolution. Based on our most recent communications, it is our understanding that the matter has been resolved to the customers satisfaction. We take all concerns seriously and continuously strive to improve our processes to prevent similar situations in the future.
We sincerely appreciate the Better Business Bureaus role in facilitating open and constructive dialogue between businesses and customers. Your time and dedication to consumer advocacy are invaluable, and we are grateful for the opportunity to address this matter.
If any further clarification is needed, please do not hesitate to reach out. Thank you again for your time and assistance.
Initial Complaint
Date:01/08/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order for wheels and tires after 10pm 01.07.25, I told my wife about this order and she stated she had already ordered wheels and tires as a surprise for my new truck. I then at 7:50 am on ***** 25 sent an email to WheelHero customer service email asking to cancel the order explaining the situation, they now want to charge me a 35% fee to cancel. This is unacceptable as I placed the order after business hours and canceled before the following days business hours. This is an unacceptable request for a penalty.
Business Response
Date: 01/15/2025
Dear Dispute Resolution Team,
We are writing to address a recent complaint filed by Mr. ****** ******** regarding his order placed with our company on January 7th, 2025. We appreciate the opportunity to provide clarification and details about this matter.
On January 7th, Mr. ******** placed an order through our online store. Shortly thereafter, he contacted our customer service department requesting to cancel the order. At the time of his message, the order was already in transit to his address. We promptly reached out to the carrier to intercept the shipment. It is important to note that the package was actively on its way to Mr. ********** residence when we intervened to redirect it back to our facility.
In accordance with our clearly stated Return and Exchange Policy, which customers agree to prior to completing their purchases, any order canceled after it has left our facility is subject to a 35% restocking fee. This policy is in place to cover costs associated with processing, handling, and restocking returned items.
We have credited Mr. ******** for his order minus the applicable restocking fee. This resolution aligns with the terms and conditions explicitly agreed upon at the time of his purchase.
Should the Better Business Bureau require any additional information or documentation to assist in resolving this matter, please do not hesitate to contact us directly. We value transparency and are committed to providing all necessary details to ensure this case is reviewed fairly.
Thank you for your attention to this matter.
Sincerely,
****** C
CEO
Wheel Hero

Business Response
Date: 02/18/2025
Dear Better Business Bureau
We are writing in response to a customer complaint regarding an order cancellation. The customer placed an order through our website and later contacted us to cancel after the order had already been processed and shipped. As outlined in our cancellation policy, which is publicly available on our website at ********************************************************************, customers that cancel an order after an order is shipped are subject to a 35% restocking fee. All customers are responsible for reading and agreeing to our policies prior to making a purchase.
Since the order was already in transit, we had to initiate a package reroute to return the items to our facility, which incurred logistical challenges and costs. Our policies are clearly stated to ensure transparency, and we make every effort to accommodate our customers within the guidelines we have set forth.
Furthermore, the customer later stated that their wife had already purchased wheels and tires as a surprise for their new truck. While we understand their situation, Wheel Hero cannot be held responsible for personal circumstances that arise after an order is placed. Our policies exist to ensure fairness and consistency for all customers.
We appreciate the opportunity to clarify our stance on this matter and remain committed to providing excellent service while upholding our policies. Please let us know if any further information is needed.

Business Response
Date: 02/18/2025
Dear Better Business Bureau
We are writing in response to a customer complaint regarding an order cancellation. The customer placed an order through our website and later contacted us to cancel after the order had already been processed and shipped. As outlined in our cancellation policy, which is publicly available on our website at ********************************************************************, customers that cancel an order after an order is shipped are subject to a 35% restocking fee. All customers are responsible for reading and agreeing to our policies prior to making a purchase.
Since the order was already in transit, we had to initiate a package reroute to return the items to our facility, which incurred logistical challenges and costs. Our policies are clearly stated to ensure transparency, and we make every effort to accommodate our customers within the guidelines we have set forth.
Furthermore, the customer later stated that their wife had already purchased wheels and tires as a surprise for their new truck. While we understand their situation, Wheel Hero cannot be held responsible for personal circumstances that arise after an order is placed. Our policies exist to ensure fairness and consistency for all customers.
We appreciate the opportunity to clarify our stance on this matter and remain committed to providing excellent service while upholding our policies. Please let us know if any further information is needed.
Initial Complaint
Date:12/18/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The wheels that were shipped to me are not the bolt pattern that was stated on the boxes and I did not realize this until I tried to install them on my car, Im NOT asking for my money back I just want the wheels Im paying for because even though their invoices say the right part were shipped but they were not, why would I lie about these not fitting my car? Does anybody know how to read a ruler? Can you not see the picture I sent? I was sent 5.25 x 5 instead of 4.5 x 5, there is no way to make that fit!!! Is there anyone that has a clue about vehicles? I have nothing to gain here for lying about this, Im not looking for a different style or a refund I would just really appreciate what I had ordered. Im afraid if I send these wrong wheels back in any old box Ill be denied because of damage because I do not have the means to ship these back properly. They never heard from me until November is because the boxes said that the right parts were in the box and I bought these wheels for winter rims so I didnt need them until then.r end its shows I was sent the correct items but on my end I did not receive what I ordered and they are going out of their way to make this extremely difficult. Another complaint will be to follow about Affirm as well because they are out to solely protect the merchants and not the consumers, they help trap consumers into loans and even if you receive the wrong items the side with the merchants so you are stuck paying for something you didnt order which seems illegal to me and theyll post to the credit bureaus too which is completely unfair to the consumer!!!
Business Response
Date: 12/23/2024
Dear Better Business Bureau,
Thank you for giving us the opportunity to address the complaint raised by Mr. ****** ***** regarding his order placed on June 2, 2024. We value our customers and strive to provide excellent service, which includes adhering to clear policies designed to ensure fairness and consistency.
First, we would like to clarify that, per our Return and Exchange Policy (accessible at ********************************************************************), customers must report any issues or problems with their purchase within 30 days of receipt. Mr. ***** did not contact our customer service department until November 10, ******** beyond the 30-day window. Despite this, we made every effort to assist him, as customer satisfaction is our priority.
When Mr. ***** reported the issue, he claimed that the wheels he received did not fit his 2024 ****** Z. However, he was unable to provide any proof to support this claim. The wheel specifications are clearly listed on the packaging, but Mr. ***** stated that he discarded the boxes. Our policy explicitly requires the return of items in their original packaging to process exchanges or returns. Additionally, as part of our investigation, we contacted the ****** manufacturer, who confirmed that the wheels we shipped are correct and fit the specifications of a 2024 ****** Z. This directly contradicts Mr. ****** assertion.
It is important to note that customers are required to read and agree to our return and exchange policy before completing a purchase on our website. Despite his delayed reporting and lack of adherence to our policies, we extended an offer to assist Mr. ***** with an exchange. However, he requested that we ship replacement wheels before receiving the original wheels back, which is not feasible or standard practice for any retailer. To further accommodate him, we even agreed to accept the return of the original wheels in any type of box, relaxing our usual requirement for original packaging. Regrettably, Mr. ***** refused this solution, making it impossible for us to proceed.
Our policy, like those of most retailers, exists to prevent customers from retaining both the original and replacement items without completing the exchange process. This is a fundamental safeguard in e-commerce operations. Furthermore, Mr. ***** escalated the matter by filing a dispute with Affirm Finance. Upon reviewing all evidence, Affirm ruled in our favor, concluding that we acted appropriately and Mr. ****** approach was inconsistent with standard practices.
We made every effort to assist Mr. ***** despite his disregard for the return and exchange policy. Unfortunately, he refused to comply with the minimal requirements necessary for us to process his request. If you have any further questions or need additional documentation to support our response, please do not hesitate to contact us directly.
Sincerely,
Wheel Hero

Business Response
Date: 12/26/2024

Dear Better Business Bureau,
We are writing to address a complaint filed by Mr. ****** ***** regarding a set of wheels he purchased from our company. Mr. ***** claims that the wheels he received were the incorrect size. However, we have no way to verify this assertion because he discarded the original packaging. Furthermore, the pictures he provided clearly show that the wheels we shipped are the correct size as per his order.
Mr. ***** never expressed an interest in exchanging the wheels until recently. Despite this, we went beyond our standard return policy to assist him, offering to accept the wheels back in any suitable packaging. However, Mr. ***** has refused to cooperate in resolving the issue. Instead, he has made threats to tarnish our reputation and has escalated the situation without working toward a solution.
The customer claims he has not returned the *********************** due to damages and cites a lack of means to ship the product back. It is important to clarify that this is neither our fault nor our responsibility. We have already taken steps to accommodate Mr. ***** by bending our return policy, but we must reiterate that we require the wheels to be returned in an undamaged condition before we can proceed with any resolution. This is a standard and reasonable policy that ensures fairness for both parties.
Despite our efforts, Mr. ***** has demanded new wheels without returning the original ones. This request is not feasible, as we must inspect the original wheels to verify their condition and ensure proper resolution. We have exhausted all possible options to assist Mr. ***** within the bounds of our policies and fairness.
We hope this letter provides clarity on the situation and demonstrates our commitment to resolving disputes in a reasonable and professional manner.

Customer Answer
Date: 12/27/2024
Please explain how these rim have 4.5x5 bolt pattern like I ordered. This picture clearly shows that the wheels sent are NOT 4.5x5 that the are ACTUALLY 5.25x5!!! Just because there is 5 holes doesnt mean they are the same!!!! THEY ARE NOT THE **** PATTERN I ORDERED!!!!
Customer Answer
Date: 01/08/2025

Complaint: 22703103

I am rejecting this response because: the wrong rims were sent in the wrong boxes, Im not looking for a different style or my money back I just simply would like what I ordered. I shouldnt be held responsible for the manufacturers mixup and giving an unreasonable timeframe to respond isnt going out your way in my eyes. Im spending over $1000 for a set of wheels that I have no idea what they even fit on!!!
I ordered a specific bolt pattern and I did not receive what I ordered!
Sincerely,

****** *****
Business Response
Date: 01/07/2025
Dear Better Business Bureau,
We appreciate the opportunity to address the concerns raised by Mr. ****** *****. However, after thorough review and repeated attempts to clarify the matter, it has become evident that Mr. ***** is misunderstanding his own evidence.
Mr. ***** has continuously asserted that he received the wrong product and has provided the same picture multiple times to support his claim. Ironically, this very imagecomplete with a ruler for measurementclearly confirms that the wheel is a 5-lug model, exactly as he ordered. Our fitment specialists have reviewed the image extensively and unanimously agree that the product sent matches the specifications of his order in every regard.
Despite our efforts to explain this to Mr. ****** he persists in making the same points and resubmitting the same image, which only further verifies that he did, in fact, receive what he ordered. We understand his confusion, but the repetitive nature of his complaint and his refusal to accept the photographic evidence he himself provided have made it difficult to resolve this matter amicably.
We stand by the accuracy of our fulfillment and the expertise of our team. Please let us know if further documentation or details are needed to close this case.
Thank you for your time and understanding.

Business Response
Date: 01/15/2025
Dear Better Business Bureau,
We are writing to formally respond to a complaint filed by Mr. ****** ***** regarding an order placed with our company. After thoroughly reviewing the details of his order, the products shipped, and the concerns he has raised, we can confirm that Mr. ***** received exactly what he ordered.
To ensure complete accuracy, we have compared part numbers, specifications, and other order details with the products delivered to Mr. ****** In every instance, the documentation supports that the items delivered match his original order without discrepancy. We have comprehensive records, including order confirmations, shipping details, and product descriptions, which substantiate this.
Despite providing Mr. ***** with this evidence, he continues to claim that he did not receive what he ordered.
We remain committed to resolving this matter professionally and transparently, but we must emphasize that our documentation unequivocally supports the fact that Mr. ***** received the correct products. If required, we are prepared to provide all relevant documentation to verify our position.
Thank you for your time and assistance in addressing this matter. Please do not hesitate to reach out if additional information is required.
Business Response
Date: 02/05/2025
Dear Better Business Bureau,
Thank you for giving us the opportunity to address the complaint raised by Mr. ****** ***** regarding his order placed on June 2, 2024. We value our customers and strive to provide excellent service, which includes adhering to clear policies designed to ensure fairness and consistency.
First, we would like to clarify that, per our Return and Exchange Policy (accessible at ********************************************************************), customers must report any issues or problems with their purchase within 30 days of receipt. Mr. ***** did not contact our customer service department until November 10, ******** beyond the 30-day window. Despite this, we made every effort to assist him, as customer satisfaction is our priority.
When Mr. ***** reported the issue, he claimed that the wheels he received did not fit his 2024 ****** Z. However, he was unable to provide any proof to support this claim. The wheel specifications are clearly listed on the packaging, but Mr. ***** stated that he discarded the boxes. Our policy explicitly requires the return of items in their original packaging to process exchanges or returns. Additionally, as part of our investigation, we contacted the ****** manufacturer, who confirmed that the wheels we shipped are correct and fit the specifications of a 2024 ****** Z. This directly contradicts Mr. ****** assertion.
It is important to note that customers are required to read and agree to our return and exchange policy before completing a purchase on our website. Despite his delayed reporting and lack of adherence to our policies, we extended an offer to assist Mr. ***** with an exchange. However, he requested that we ship replacement wheels before receiving the original wheels back, which is not feasible or standard practice for any retailer. To further accommodate him, we even agreed to accept the return of the original wheels in any type of box, relaxing our usual requirement for original packaging. Regrettably, Mr. ***** refused this solution, making it impossible for us to proceed.
Our policy, like those of most retailers, exists to prevent customers from retaining both the original and replacement items without completing the exchange process. This is a fundamental safeguard in e-commerce operations. Furthermore, Mr. ***** escalated the matter by filing a dispute with Affirm Finance. Upon reviewing all evidence, Affirm ruled in our favor, concluding that we acted appropriately and Mr. ****** approach was inconsistent with standard practices.
We made every effort to assist Mr. ***** despite his disregard for the return and exchange policy. Unfortunately, he refused to comply with the minimal requirements necessary for us to process his request. If you have any further questions or need additional documentation to support our response, please do not hesitate to contact us directly.
Sincerely,
Wheel Hero

Business Response
Date: 02/25/2025
Dear Better Business Bureau,
Thank you for giving us the opportunity to address the complaint raised by Mr. ****** ***** regarding his order placed on June 2, 2024. We value our customers and strive to provide excellent service, which includes adhering to clear policies designed to ensure fairness and consistency.
First, we would like to clarify that, per our Return and Exchange Policy (accessible at ********************************************************************), customers must report any issues or problems with their purchase within 30 days of receipt. Mr. ***** did not contact our customer service department until November 10, ******** beyond the 30-day window. Despite this, we made every effort to assist him, as customer satisfaction is our priority.
When Mr. ***** reported the issue, he claimed that the wheels he received did not fit his 2024 ****** Z. However, he was unable to provide any proof to support this claim. The wheel specifications are clearly listed on the packaging, but Mr. ***** stated that he discarded the boxes. Our policy explicitly requires the return of items in their original packaging to process exchanges or returns. Additionally, as part of our investigation, we contacted the ****** manufacturer, who confirmed that the wheels we shipped are correct and fit the specifications of a 2024 ****** Z. This directly contradicts Mr. ****** assertion.
It is important to note that customers are required to read and agree to our return and exchange policy before completing a purchase on our website. Despite his delayed reporting and lack of adherence to our policies, we extended an offer to assist Mr. ***** with an exchange. However, he requested that we ship replacement wheels before receiving the original wheels back, which is not feasible or standard practice for any retailer. To further accommodate him, we even agreed to accept the return of the original wheels in any type of box, relaxing our usual requirement for original packaging. Regrettably, Mr. ***** refused this solution, making it impossible for us to proceed.
Our policy, like those of most retailers, exists to prevent customers from retaining both the original and replacement items without completing the exchange process. This is a fundamental safeguard in e-commerce operations. Furthermore, Mr. ***** escalated the matter by filing a dispute with Affirm Finance. Upon reviewing all evidence, Affirm ruled in our favor, concluding that we acted appropriately and Mr. ****** approach was inconsistent with standard practices.
We made every effort to assist Mr. ***** despite his disregard for the return and exchange policy. Unfortunately, he refused to comply with the minimal requirements necessary for us to process his request. If you have any further questions or need additional documentation to support our response, please do not hesitate to contact us directly.
Sincerely,
Wheel Hero

Business Response
Date: 02/25/2025
Dear Better Business Bureau,
Thank you for giving us the opportunity to address the complaint raised by Mr. ****** ***** regarding his order placed on June 2, 2024. We value our customers and strive to provide excellent service, which includes adhering to clear policies designed to ensure fairness and consistency.
First, we would like to clarify that, per our Return and Exchange Policy (accessible at ********************************************************************), customers must report any issues or problems with their purchase within 30 days of receipt. Mr. ***** did not contact our customer service department until November 10, ******** beyond the 30-day window. Despite this, we made every effort to assist him, as customer satisfaction is our priority.
When Mr. ***** reported the issue, he claimed that the wheels he received did not fit his 2024 ****** Z. However, he was unable to provide any proof to support this claim. The wheel specifications are clearly listed on the packaging, but Mr. ***** stated that he discarded the boxes. Our policy explicitly requires the return of items in their original packaging to process exchanges or returns. Additionally, as part of our investigation, we contacted the ****** manufacturer, who confirmed that the wheels we shipped are correct and fit the specifications of a 2024 ****** Z. This directly contradicts Mr. ****** assertion.
It is important to note that customers are required to read and agree to our return and exchange policy before completing a purchase on our website. Despite his delayed reporting and lack of adherence to our policies, we extended an offer to assist Mr. ***** with an exchange. However, he requested that we ship replacement wheels before receiving the original wheels back, which is not feasible or standard practice for any retailer. To further accommodate him, we even agreed to accept the return of the original wheels in any type of box, relaxing our usual requirement for original packaging. Regrettably, Mr. ***** refused this solution, making it impossible for us to proceed.
Our policy, like those of most retailers, exists to prevent customers from retaining both the original and replacement items without completing the exchange process. This is a fundamental safeguard in e-commerce operations. Furthermore, Mr. ***** escalated the matter by filing a dispute with Affirm Finance. Upon reviewing all evidence, Affirm ruled in our favor, concluding that we acted appropriately and Mr. ****** approach was inconsistent with standard practices.
We made every effort to assist Mr. ***** despite his disregard for the return and exchange policy. Unfortunately, he refused to comply with the minimal requirements necessary for us to process his request. If you have any further questions or need additional documentation to support our response, please do not hesitate to contact us directly.
Sincerely,
Wheel Hero
Initial Complaint
Date:12/16/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.

Complaint: 22695972

I am rejecting this response because: this business is saying they responded to me in a timely manner and I never received an email or a callback regarding the cancellation i wanted to request. I attached pictures of the multiple emails I sent and calls to try and cancel the order. There is a email that was sent after the order had been placed before an hour had passed after placing the order. This store is saying I placed the order at the time they were closed which is correct which means they had an hour after the business opened to review and ship the order but they also had an hour to review the email I sent after hours requesting the cancellation and their website states they reply back within minutes. This company failed to reply back to any emails regarding the cancellation because they refused to try and cancel and I am requesting proof with time stamps that they replied back to any of the emails regarding the cancellation. When the items got delievered I reached out regarding a return option and they replied within 10 minutes what a coincidence that they reply that quick for a return but not a cancellation.
Sincerely,

**** *****
Business Response
Date: 12/23/2024
Dear Better Business Bureau ,
We are writing in response to the recent complaint submitted by Mr. **** ***** regarding his order for a set of tires, placed on December 16, 2024, at 12:28 AM. Our records clearly indicate that Mr. ***** ordered size 17 tires through our online platform. It is important to note that our customer service department operates Monday through Friday, opening at 8:00 AM Eastern Time. Furthermore, our company ensures that all tire orders are shipped within one hour of purchase to provide prompt service to our customers. By the time Mr. ***** emailed our customer service team at a much later time, the tires he ordered were already in transit.
Mr. ***** has alleged that the size listed on his receipt was altered, which is a claim that we find both preposterous and baseless. Our system is designed to reflect the exact specifications selected by the customer at the time of purchase, and we have comprehensive records showing that the order was placed for size 17 tires. There is no evidence to support the notion that the receipt was altered in any way. Instead, it appears that Mr. ***** inadvertently selected the wrong size when placing his order.
We have reviewed all communications with Mr. ***** and can confirm that our customer service team responded promptly and professionally. His assertion that our team did not communicate effectively is simply untrue, as we maintain detailed records of all interactions, including timestamps of when he contacted us and when responses were provided. These records clearly demonstrate our commitment to addressing his concerns in a timely and efficient manner.
While we sympathize with any inconvenience caused by an ordering error, we must emphasize that Mr. ***** received exactly what he ordered. To suggest otherwise is not only misleading but also undermines the integrity of our team and the systems we have in place to ensure accurate order fulfillment.
We are happy to provide any additional documentation or answer any questions the Better Business Bureau may have to facilitate a thorough and fair review of this matter. Please do not hesitate to reach out to us directly for further information or clarification. Thank you for your time and consideration.
Sincerely,
Wheel Hero

Business Response
Date: 01/07/2025
Dear Better Business Bureau,
We are writing to provide clarification regarding the complaint filed by Mr. **** ***** about his request to cancel an order for tires. Mr. ***** reached out to our customer service department requesting a cancellation after the tires had already been shipped. At this stage, it is logistically impossible to cancel an order in transit, as the shipping process is outside of our direct control once items are dispatched.
Mr. ***** has submitted documents showing communications with our sales department, including a conversation through the online chat feature on our website. It is important to note that our sales department does not handle order cancellations. As clearly stated in our policies, the only way to cancel an order is through our customer service email. While Mr. ******* images demonstrate his attempts to cancel the order by contacting the sales department, they also highlight his failure to follow our established procedure for cancellations.
Our customer service team provided Mr. ***** with detailed instructions on how to obtain a credit for the tires he ordered. Despite this guidance, Mr. ***** has not followed the steps outlined to resolve this issue. His refusal to comply with the proper process has complicated the matter further, making it challenging to assist him. Additionally, ************************* with us occurred outside of our customer service departments operating hours. We wish to emphasize that all customer service emails are addressed promptly during business hours, but messages received after hours cannot be immediately addressed.
We maintain a record of all communications with Mr. ***** and are prepared to provide them upon request. These records will demonstrate that we have consistently acted in good faith to resolve his concerns and that the delay and confusion have been due to his failure to follow the procedures we outlined for him.
Thank you for your time and attention to this matter. We remain committed to ensuring fair resolutions for all our customers and appreciate your assistance in reviewing this case.

Business Response
Date: 01/15/2025
Dear Better Business Bureau
We are writing to provide clarity regarding a complaint from Mr. **** ***** concerning his recent order with our company. Below is an explanation of the events, as well as our response to the claims presented.
Mr. ***** contacted our customer service department requesting to cancel his order at a time when the tires had already been shipped. As we have clearly stated in our policies, it is logistically impossible to cancel an order that is already in transit. Once an order is handed over to the shipping carrier, it is out of our control to intercept or halt the shipment.
Mr. ***** has provided documents showing he attempted to cancel his order by contacting our sales department. We must emphasize that the only way to cancel an order is through our customer service email, a procedure clearly outlined on our website and in our communications. While Mr. ***** has shared screenshots of conversations with a sales representative via our online chat feature, it is important to note that our sales department does not have the capability to cancel orders. These images, while demonstrating his attempts to contact the sales department, only serve to highlight that he did not follow the proper procedure for canceling orders.
Our customer service team provided Mr. ***** with specific instructions on how to obtain credit for the tires he ordered. However, he has not followed the outlined steps necessary to resolve this matter. Moreover, Mr. ***** has proven to be a particularly difficult individual to work with, as he has ignored the clear guidance provided and has instead made accusations and pursued unproductive channels for resolution.
Mr. Ulloas emails were sent outside of our regular business hours, which is why there was no immediate response. However, we assure you that our customer service department responds to all emails in a timely manner during operating hours. We have thorough documentation of all communication with Mr. ****** and we are prepared to provide these records to the Better Business Bureau if needed.
In one of his latest messages, Mr. ***** claimed that he noticed on the receipt the size changed after he placed his order. This assertion is not only ridiculous but preposterous. Our websites ordering system is engineered with precision, and millions of customers have placed orders without experiencing any such issue. Mr. ***** clearly placed an order for the wrong size and is attempting to shift blame to our platform, which has consistently proven its reliability and accuracy.
Additionally, Mr. ***** has claimed there was no communication from our customer service team regarding his order. This statement is entirely untruthful. We have records of all communications sent to him, including detailed instructions on how to proceed with resolving the matter. If the Better Business Bureau wishes to review these communications, we are more than willing to provide them for investigation.
In conclusion, we have adhered to our policies and provided Mr. ***** with ample opportunities to resolve this matter. His failure to follow the proper steps and his baseless claims against our companys systems are the root causes of this dispute. We remain committed to upholding our standards of service and fairness, and we hope this explanation provides the clarity needed to resolve this matter.
Initial Complaint
Date:12/16/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.

Complaint: 22691533
BBB/ WH CEO ****** ******,

I am rejecting this response because:
First and foremost, INTEGRITY and OWNERSHIP.
I would like to clarify with facts about your reply that proves it DOES NOT REFLECT THE ****** I have copies of email conversation/photos between myself and your Support Manager (*****) that are attached to my initial complaint submitted to BBB. I would love to send them to you, and GLADLY PROVIDE TO THE PUBLIC. Below are what I would like to correct you on:

- You said, The package arrived in a timely manner.THESE ARRIVED AFTER 19 DAYS, WHICH IS NOT A BIG DEAL AT THIS POINT.
- You said, upon installation on his vehicle, Mr. ****** confirmed that the wheels and tires fit perfectly, with no issues regarding fitment.WHERE IS YOUR HONESTY? I NEVER SAID THAT OR ANYTHING CLOSE TO THAT NATURE. OTHERWISE, WE WOULDNT BE DOING THIS. AGAIN, I HAVE PROOF OF THE CHRONOLOGICAL EMAIL CONVERSATION ON WHY I ASKED FOR REPLACEMENT/REFUND. ALSO, ONLY ONE TIRE/WHEEL WAS TEST FITTED.
- You said, after installing the wheels and tires, Mr. ****** expressed dissatisfaction with the appearance of his vehicle.YES, I EXPRESSED DISSATISFACTION AS SOON AS IT WAS DELIVERED WHEN I NOTICED THE TIRES AND **** YOU SHIPPED ARE NOT WHAT I ORDERED. YOU SENT ME 255/50/19 TIRES AND 19 x 9 OFFSET 44 ****. WHAT I ORDERED ARE 235/55/19 AND 19 x 8 OFFSET 40. THEY PROTRUDE PAST THE FENDERS, ILLEGAL IN MY STATE. HENCE, WHY I ASKED FOR REPLACEMENT/REFUND. I HAVE EMAIL CONFIRMATION FROM A DISCOUNT TIRE MANAGER THAT THEY ARE TOO WIDE/WILL RUB DUE TO THE **** WIDTH AND OFFSET.
- You said, Our return and exchange policystates that we are responsible only for the fitment of the productSO SINCE THESE ARE NOT WHAT I ORDERED AND FITMENT IS TOO WIDE/WILL RUB, WHY DOES YOUR SUPPORT MGR KEEP INSISTING I WILL BE THE ONE TO PAY FOR THE RETURN SHIPPING IF I WANTED REFUND ON THE TIRES AND **** ARE NON-RETURNABLE? THIS IS WHY I STILL HAVE THE PRODUCT IN MY GARAGE.

I am respectfully requesting that you look into your support managers email to myself or I can forward my copy to you. And admit that Wheel Hero shipped me the wrong product and fix your mistake. Standing by for any questions.

Sincerely,

******* ***** ******
er (*****) due to would not fit here. I can forward them to you if you let ***** biggest concern, is their integrity and not honoring to fix their mistake, i.e. on their return policy.Lastly, I am unfortunately a disabled veteran/*** retiree and this has now exacerbated my mental health due to the reason for this purchase was to take my family up the mountains (********, ******) and now had to cancel our pre-planned trip and accommodation from booking dot com.I hope BBB can help me find a resolution with this that way I can safely take my kids to a winter trip in a timely manner. And if they can replace with the correct size, hopefully they expedite.
Business Response
Date: 12/20/2024
Dear Better Business Bureau,
We are writing to provide clarification and resolution regarding a recent concern raised by our customer, Mr. ******* ******, who purchased a wheel and tire package from us. Below is a summary of the situation and our position on the matter:
On 11/20/24, Mr. ****** ordered a wheel and tire package, which was promptly delivered via Southeastern Freight with tracking number *********. The package arrived in a timely manner, and upon installation on his vehicle, Mr. ****** confirmed that the wheels and tires fit perfectly, with no issues regarding fitment.
We want to emphasize that Wheel Hero fulfilled this order accurately and sent exactly what Mr. ****** requested. However, after installing the wheels and tires, Mr. ****** expressed dissatisfaction with the appearance of his vehicle. While we understand that personal preferences can vary, we must respectfully point out that Wheel Hero is not responsible for a customers subjective feelings about the aesthetic outcome after installation.
Our return and exchange policy, which is clearly outlined on our website and agreed upon by customers prior to purchase, explicitly states that we are responsible only for the fitment of the products. In this case, the wheels and tires fit the vehicle perfectly, fulfilling our obligation. Customers are responsible for shipping the products back to our location if they wish to initiate a return. Unfortunately, Mr. ****** has not agreed to ship the items back, preventing us from proceeding with any further steps.
For your reference, our return and exchange policy can be reviewed at the following link: Wheel Hero Return and Exchange Policy.
We remain committed to providing excellent customer service and resolving matters in accordance with our policies. If the Better Business Bureau has any further questions or concerns, please do not hesitate to contact us. Thank you for your understanding and assistance in this matter.
Sincerely,
****** ******
CEO
Wheel Hero

Customer Answer
Date: 12/20/2024
BBB,
Sir/Ma'am, please find attached email from our nearest Discount Tire branch manager confirming that even the rims are too wide for application onto our vehicle, even if a smaller size tire is mounted. So, I am still asking the merchant to replace both the tires and rims they sent me, which I did not order to begin with.
Sincerely,
******* ******
Business Response
Date: 12/23/2024
Dear Better Business Bureau ,
I am writing on behalf of Wheel Hero to address the concerns raised by Mr. ******* ****** regarding his recent purchase of wheels and tires from our company. We value our customers and strive to provide high-quality products and support. However, in this instance, it appears there is a misunderstanding about the nature of Mr. ******** dissatisfaction.
Mr. ******** complaint suggests that the products he received are unsuitable for his vehicle. However, the evidence he has providedincluding a photograph showing the wheels and tires mounted on his vehicleclearly demonstrates that they fit properly. The products were specifically selected to match the size specifications he ordered, and a measurement included in the photograph further verifies this.
It is important to note that Mr. ******* dissatisfaction appears to stem not from any issue with the fit or quality of the products but rather from his personal preference regarding how the wheels and tires affect the vehicles appearance. While we understand that aesthetics play a significant role in such purchases, Wheel Hero cannot be held responsible for a customers subjective feelings about the final look of their vehicle after installation.
Additionally, it is essential to point out that aftermarket wheels and tires can vary in how much they protrude past the fender depending on the vehicle's specific setup. Modifications to a vehicles suspension system or other components can also impact how the wheels align with the fender, causing them to stick out more or less than expected. Such variations are inherent to aftermarket products and are not a defect or oversight on our part.
In conclusion, Mr. ******* case clearly shows that the wheels and tires fit his vehicle as intended and match the specifications he selected. We regret that he is dissatisfied with the appearance of the product on his vehicle, but we believe this is not a matter of product performance or quality.
We appreciate your understanding and consideration of our perspective on this matter. Please feel free to contact us if you require any additional information or documentation.
Customer Answer
Date: 12/23/2024

Complaint: 22691533

I am rejecting this response because:
Please answer these for me
- Why would you send me something I did not order?
- And why cant you fix this mistake on you part?
Sir, this is a DECEPTIVE AND UNFAIR TRADE PRACTICE.
If you purchased online your shoe size, a pair of size 9,and the business sent you a size 12 wouldnt you want it replaced? And wouldnt that merchant be held responsible?
And again the reason for this complaint: YES I am concerned with the appearance of these tires/rims once mounted because they stick out past the fenders, which is illegal in my state. See attached WA state legislature code and photos of the tire/rim protruding past the fender.
Can you please rectify this error you made?

Sincerely,

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

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