Complaints

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:09/18/2025

  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.

  Wheels were granted fitment. My shop stayed that the wheels would cause tire rub, if installed. Called Wheelhero and ***** said: return. All returned *** in original boxes. ***** said, wheels received and credit will be issued. Have emailed 4x with no further response.

  Business Response

  Date: 09/30/2025

  To The Better Business Bureau,
  We are writing in response to the recent complaint submitted to your office by Mr. ****** **** regarding a purchase he made through our website. While we take all customer concerns seriously and strive to provide the highest level of service, we believe the information presented in Mr. ****** message does not accurately reflect the facts of this transaction.
  Mr. **** placed an order for a set of aftermarket wheels on July 21, 2025. After installation, he reported that the wheels made contact with his vehicles brake calipers. This is not uncommon when installing aftermarket wheels, and our customer service team promptly offered a resolution by suggesting wheel spacers be sent at no additional cost. Despite this offer, Mr. **** chose to return the wheels. We honored his request, processed the return, and issued a credit back to his account for the returned products. We have documentation confirming that this credit was successfully issued.
  Furthermore, our customer service team responded to each of Mr. ***** inquiries in a timely and professional manner. At every stage of the process, we made every reasonable effort to assist him and resolve the matter to his satisfaction. We maintain full records of our communications and actions taken, and these clearly demonstrate our commitment to fair and responsive customer service. We trust this information provides a more accurate and complete context to the situation.
  Thank you for your attention to this matter. Please feel free to contact us should you require any additional documentation or clarification.
  Sincerely,
  Wheel Hero
  
  

  Business Response

  Date: 10/20/2025

  To The Better Business Bureau,
  We are writing in response to the recent complaint submitted to your office by Mr. ****** **** regarding a purchase he made through our website. While we take all customer concerns seriously and strive to provide the highest level of service, we believe the information presented in Mr. ****** message does not accurately reflect the facts of this transaction.
  Mr. **** placed an order for a set of aftermarket wheels on July 21, 2025. After installation, he reported that the wheels made contact with his vehicles brake calipers. This is not uncommon when installing aftermarket wheels, and our customer service team promptly offered a resolution by suggesting wheel spacers be sent at no additional cost. Despite this offer, Mr. **** chose to return the wheels. We honored his request, processed the return, and issued a credit back to his account for the returned products. We have documentation confirming that this credit was successfully issued.
  Furthermore, our customer service team responded to each of Mr. ***** inquiries in a timely and professional manner. At every stage of the process, we made every reasonable effort to assist him and resolve the matter to his satisfaction. We maintain full records of our communications and actions taken, and these clearly demonstrate our commitment to fair and responsive customer service. We trust this information provides a more accurate and complete context to the situation.
  Thank you for your attention to this matter. Please feel free to contact us should you require any additional documentation or clarification.
  Sincerely,
  Wheel Hero
  
  

• Initial Complaint

  Date:09/08/2025

  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.

  transaction date 6/07/25 @11:06 am amount ******** I ordered the rims and tires they said the would fit but they do not fit properly they said they have a 100% guaranteed to fit or we will refund and all they do is give me the run around for 2 months called affirm they said to dispute it so I did and they said I didn't show enough proof but the company does not return my emails or phone call please help

  Business Response

  Date: 09/17/2025

  Dear Better Business Bureau
  We are writing in direct response to a dispute filed by ***** *********, who placed an order for a custom wheel and tire package on June 7, 2025. The order was fulfilled and shipped in full via Southeastern Freight, with tracking number *********. The delivery was completed accordingly, and there is no indication of any issues during shipment or at the time of delivery.
  As part of our standard operating procedure, every wheel and tire package undergoes a detailed, multi-step quality inspection conducted by a warehouse manager before it leaves our facility. This process includes high-resolution photographic documentation, a visual and physical examination for cosmetic or structural defects, bolt pattern confirmation, and proper mounting and balancing verification. These inspections are not rushed or superficialthey are thorough, time-stamped, and supervised by trained personnel to ensure that every product shipped is in pristine, brand-new condition.
  Mr. ********* accepted the product without issue. Several days later, he contacted our customer service team and claimed that one of the wheels was damaged. He submitted images showing a wheel that was entirely destroyed. We have reviewed these images, and it is important to stress that the condition of the wheel depicted is completely inconsistent with the quality of the products that left our warehouse. The damage shown is extensive and clearly occurred after delivery. We maintain detailed records and photographs of the exact wheels and tires that were shipped, all of which were in mint, flawless condition prior to dispatch.
  It is our firm position that Mr. ********* is not being truthful. His claim is fraudulent and appears to be an attempt to obtain a replacement wheel at our expense. He is misusing the Better Business Bureaus dispute process and in doing so, is making a mockery of the protections that the Better Business Bureau puts in place for legitimate consumer claims. This is not a case of misunderstandingit is a calculated attempt to exploit the system.
  We respectfully request that the Better Business Bureau reviews our documentation, the delivery records, and the before-shipping inspection photos. The evidence clearly shows that the damage occurred after delivery and was not a result of any failure on our part. Mr. ********** claim is without merit.
  
  

  Customer Answer

  Date: 09/24/2025

  well just as I thought wheelhero is wrong on what they are saying about me I always said the rims where fine when delivered but when I installed them they did not fit  they rubbed on the inside of my breaks so I called them and they said send pictures so I did and they said that the rims are the wrong size and they sent the wrong ones to fit my van and they are the rims size they told me to order through the costumer service department so they lie about everything they say. I never tried to complain until the rims didn't fit as they said and where damaged do to the wrong size from them I would not go three with this process if they didn't bully me on the phone and tell me tuff @##$# its a shame the things they are saying the company does not stand by there policyes I never said they where damage on delivery they where damaged when I installed them and they didn't fit my van as they told me they would please don't listen to the way they talk about me I did nothing wrong I just want my money back from this horrible company and please let people know how bad this company is costumers should be aware of the company's bad policies I feel so bad about the way they are talking about me is so false BAD COMPANY BE AWARE STAY CLEAR EEVEN IF I DONT GET A REFUND I AM GLAD I WHENT THRUE THIS PROCESS BECAUSE I DONT WHANT ANYBODY GOING THROUGH WHAT I AM GOING THROUGH   

  Customer Answer

  Date: 09/24/2025

  I contacted them the same day they where delivered to let them know the didn't fit right and they rubbed on my breaks and I had to remove them so they said send pictures and I did and they said ***** will contact me on the next step he emailed me once with an option of wheel spacers and I said I didn't want to go in that direction so he said he would email me back and never did so I would call once a week and they would give me the run around and say not nice things to me so it brought me to contact the BBB thank you

  Business Response

  Date: 09/25/2025

  Dear Better Business Bureau
  We are writing in response to a complaint submitted by a customer regarding a product purchased from our company. Upon receiving the customer's concerns, our customer service team immediately engaged and has maintained frequent communication in an effort to resolve the issue. From the outset, we requested clear photos showing where the product was allegedly rubbing, as this information is essential for diagnosing fitment concerns. Unfortunately, despite multiple requests, the customer has refused to provide any images.
  It is important to note that we have sold this exact productsame size, same specificationsfor the same year, make, and model of vehicle to numerous customers in the past without any reported fitment issues. Additionally, in an effort to assist and resolve the matter, we offered to provide wheel spacers at no cost. Spacers are a common and widely accepted solution when using aftermarket wheels and are often necessary depending on wheel offset and tire setup.
  Despite our ongoing efforts to assist, the customer has been consistently uncooperative and has communicated with our staff in a rude and disrespectful manner. We remain committed to providing excellent service and support, but meaningful resolution requires cooperation and basic information from the customer, which has not been forthcoming in this case.
  We appreciate your attention to this matter and are happy to provide any additional documentation upon request.

  Business Response

  Date: 09/25/2025

  Dear Better Business Bureau
  We are writing in response to a complaint submitted by a customer regarding a product purchased from our company. Upon receiving the customer's concerns, our customer service team immediately engaged and has maintained frequent communication in an effort to resolve the issue. From the outset, we requested clear photos showing where the product was allegedly rubbing, as this information is essential for diagnosing fitment concerns. Unfortunately, despite multiple requests, the customer has refused to provide any images.
  It is important to note that we have sold this exact productsame size, same specificationsfor the same year, make, and model of vehicle to numerous customers in the past without any reported fitment issues. Additionally, in an effort to assist and resolve the matter, we offered to provide wheel spacers at no cost. Spacers are a common and widely accepted solution when using aftermarket wheels and are often necessary depending on wheel offset and tire setup.
  Despite our ongoing efforts to assist, the customer has been consistently uncooperative and has communicated with our staff in a rude and disrespectful manner. We remain committed to providing excellent service and support, but meaningful resolution requires cooperation and basic information from the customer, which has not been forthcoming in this case.
  We appreciate your attention to this matter and are happy to provide any additional documentation upon request.
  Sincerely,

  Business Response

  Date: 09/25/2025

  Dear Better Business Bureau
  We are writing in response to a complaint submitted by a customer regarding a product purchased from our company. Upon receiving the customer's concerns, our customer service team immediately engaged and has maintained frequent communication in an effort to resolve the issue. From the outset, we requested clear photos showing where the product was allegedly rubbing, as this information is essential for diagnosing fitment concerns. Unfortunately, despite multiple requests, the customer has refused to provide any images.
  It is important to note that we have sold this exact productsame size, same specificationsfor the same year, make, and model of vehicle to numerous customers in the past without any reported fitment issues. Additionally, in an effort to assist and resolve the matter, we offered to provide wheel spacers at no cost. Spacers are a common and widely accepted solution when using aftermarket wheels and are often necessary depending on wheel offset and tire setup.
  Despite our ongoing efforts to assist, the customer has been consistently uncooperative and has communicated with our staff in a rude and disrespectful manner. We remain committed to providing excellent service and support, but meaningful resolution requires cooperation and basic information from the customer, which has not been forthcoming in this case.
  We appreciate your attention to this matter and are happy to provide any additional documentation upon request.

  Customer Answer

  Date: 09/25/2025

  so after receiving the message from the BBB I contacted wheel hero and communicated to them and the responded in a much better tone to try to resolve the complaint but I am still nervous because on the response from them on the email from the BBB they said they tried working with me witch is a complete lie they never tried to help me about the problem other then the first call to them and they suggested wheel spacer that will not work and the policy is 100% guarantee fitment or money back and this is not what is happining so I would like the BBB to be involved in this process till it is resolved thank you

  Customer Answer

  Date: 09/25/2025

  so as I said they where not cooperating with me till today so we will see where this goes please stay with me thru this procces BBB thank you 

  Customer Answer

  Date: 09/25/2025

  I have sent them plenty of pictures to them they know exactly the problem they told me that some vans have bigger breaks then others so the rims should have bin 17 inch not *********************************************** the beginning was the 16 inch with the 16 inch tires to go with it so I think they where worried because they would have to take the tires back that are worth more then the rims so the just tried blowing me off so I made a complaint with affirm the finance company then wheel hero told me I would not win the case and then the would never fix the problem as the website states 100% garuntee fit or money back and the are not standing buy there policies when ever I did speak to them and it was always the same guy and he gave me a different name every time and I said I just talked to you and he said it wasn't me he was lying to me every time so frustrating as I paid *******

  Customer Answer

  Date: 09/29/2025

  so I contacted wheelhero on 9/25/25 and they finally spoke with me they said they would like to work out the situation and they would call me in 24 hours form 9/26 its 9/29/26 and they are not answering the phone they just keep me on hold so they must have caller ID so we are back to them probably telling the BBB that they are working with me and I am not working with them they are just lying to the both of us this company is no good and buyers need to be aware so what can we do next to try to recover the money they took from me for a bad product .

  Customer Answer

  Date: 09/29/2025

  sorry to keep bothering you guys put just keeping you posted I finally got someone using a different phone number but they sent me over to customer care and I had to leave a message will see if someone will call back but don't think so hopefully.

  Business Response

  Date: 09/30/2025

  Dear Better Business Bureau
  We are writing in response to a complaint submitted by a customer regarding a product purchased from our company. Upon receiving the customer's concerns, our customer service team immediately engaged and has maintained frequent communication in an effort to resolve the issue. From the outset, we requested clear photos showing where the product was allegedly rubbing, as this information is essential for diagnosing fitment concerns. Unfortunately, despite multiple requests, the customer has refused to provide any images.
  It is important to note that we have sold this exact productsame size, same specificationsfor the same year, make, and model of vehicle to numerous customers in the past without any reported fitment issues. Additionally, in an effort to assist and resolve the matter, we offered to provide wheel spacers at no cost. Spacers are a common and widely accepted solution when using aftermarket wheels and are often necessary depending on wheel offset and tire setup.
  Despite our ongoing efforts to assist, the customer has been consistently uncooperative and has communicated with our staff in a rude and disrespectful manner. We remain committed to providing excellent service and support, but meaningful resolution requires cooperation and basic information from the customer, which has not been forthcoming in this case.
  We appreciate your attention to this matter and are happy to provide any additional documentation upon request.

  Business Response

  Date: 09/30/2025

  Dear Better Business Bureau
  We are writing in response to a complaint submitted by a customer regarding a product purchased from our company. Upon receiving the customer's concerns, our customer service team immediately engaged and has maintained frequent communication in an effort to resolve the issue. From the outset, we requested clear photos showing where the product was allegedly rubbing, as this information is essential for diagnosing fitment concerns. Unfortunately, despite multiple requests, the customer has refused to provide any images.
  It is important to note that we have sold this exact productsame size, same specificationsfor the same year, make, and model of vehicle to numerous customers in the past without any reported fitment issues. Additionally, in an effort to assist and resolve the matter, we offered to provide wheel spacers at no cost. Spacers are a common and widely accepted solution when using aftermarket wheels and are often necessary depending on wheel offset and tire setup.
  Despite our ongoing efforts to assist, the customer has been consistently uncooperative and has communicated with our staff in a rude and disrespectful manner. We remain committed to providing excellent service and support, but meaningful resolution requires cooperation and basic information from the customer, which has not been forthcoming in this case.
  We appreciate your attention to this matter and are happy to provide any additional documentation upon request.

  Customer Answer

  Date: 09/30/2025

  sorry for the the on going issues with wheelhero but they are not truthful in the process they never return my call so how can I be rude with them they will not take care of the situation I emailed the BBB yesterday on this process with wheelhero  they just don't want to go buy the policies on the web site this is why I am contacting the BBB please help on resolving this issue they are completely un professional for them to write the email to you guys in response is just over whelming to me and upsetting totally false statement 

  thank you,

  Customer Answer

  Date: 10/14/2025

  sorry for the inconvenience but wheehero is lying about everything they are saying they never even answer my call so I don't now how they are saying such lies still waiting for a return call from them this is how bad this company is not sure what to do next can you please advise thank you ***** Cardinale 

  Customer Answer

  Date: 10/14/2025

  Despite our ongoing efforts to assist, the customer has been consistently uncooperative and has communicated with our staff in a rude and disrespectful manner. We remain committed to providing excellent service and support, but meaningful resolution requires cooperation and basic information from the customer, which has not been forthcoming in this case.
  We appreciate your attention to this matter and are happy to provide any additional documentation upon request.

  so sad that this company is even saying this horrible company to say such lies when all I leave is a considerate message to please return my calls and they never do you can ask to send my messages to you guys and you will see how polite I am in this ongoing situation 

• Initial Complaint

  Date:08/14/2025

  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.

  I purchased rims and tires from wheel hero they shipped them through *****. I never received the tires on August 2. I have call recorded from ***** statingthey lost the shipment that wheel hero needed to contact them. Wheel hero will not contact them this purchase is $1800. I need help either getting the money reimbursed or tires resent will hero is very unprofessional. I have evidence I have surveillance camerafootage. I have emails from ***** if yall could please help me with this situation. I have the ***** call recordings with the supervisor from the corporate office. I just need to know how to upload to send them to yall. if you need my surveillance for August 2 the full day, let me know.

  Business Response

  Date: 08/26/2025

  Dear Better business bureau
  We are writing in response to the re-arbitration claim filed by ******* **** regarding his purchase of wheels, tires, and lugs from Wheel Hero. This claim is a deliberate and baseless attempt to avoid paying for merchandise he received in full.
  Wheel Hero fulfilled and shipped all items promptly: lugs via *** (Tracking #1Z850A77YW15058120), wheels via ***** (Tracking #************), and tires via ***** (Tracking #************). All carriers have provided verified proof of delivery. In particular, ****** delivery records include timestamped photographic evidence showing the products at **. ***** residence. Additionally, our staff contacted ***** directly regarding Ticket C-1999939207 (Ref-42114), and ***** has confirmed the case is closed with the conclusion that the packages were indeed delivered as indicated. This Ticket was opened before ***** delivered the tires. ** love opened this case days ahead of the delivery. The tires and everything else on his order were delivered and the prove of delivery is attached.
  **. ***** sole evidence is a short, selectively edited lawn camera clip that omits the exact timeframe of delivery confirmed by *****. This video is clearly manipulated just a few seconds of footage handpicked to exclude the moment of delivery. The omission is intentional and self-serving, designed to mislead and create the false impression that no delivery occurred. *****, an independent third-party carrier with no incentive to falsify data, has confirmed delivery and closed their investigation.
  This is an extremely important case for Wheel Hero. Accepting **. ***** fabricated claim would reward bad-faith behavior and set a dangerous precedent, allowing dishonest customers to alter or withhold security footage to avoid paying for products they actually received. We urge Affirm not to be misled by this manipulated video and to uphold the documented facts provided by *****.
  Wheel Hero has acted in full compliance, shipped promptly, and has clear, independent proof of delivery. We respectfully request that this re-arbitration claim be denied in order to protect the integrity of the dispute process and prevent abuse of the system against honest merchants.
  Sincerely,
  ****** ******
  CEO
  Wheel Hero
  
  

  Business Response

  Date: 09/17/2025

  Dear Better Business Bureau,
  I am writing to formally appeal the decision made in favor of ******* ****. We firmly believe that the ruling reached was in error, as it disregards the overwhelming evidence we have provided showing that Mr. **** is taking advantage of both the Better Business Bureau and our company. At this very moment, the customer still has the products in his possession. Despite this fact, the case was unjustly ruled in his favor.
  Throughout this process, we have submitted clear and consistent documentation supporting our position. The customer, on the other hand, has presented nothing more than mediocre and insufficient evidence that fails to prove his claims. Meanwhile, our company has been transparent and diligent in providing shipping records, carrier confirmations, and proof of delivery. Most importantly, the carrier has explicitly deemed the customer liable for the products, which cannot be ignored.
  What makes this situation even more unacceptable is that the customers dispute centers only around the claim that he did not receive the tires, valued at $370.84. However, the dispute filed is for the entire order, totaling $1,803.63, which includes both wheels and tires. This means that not only is the customer in possession of the products, but he is also attempting to withhold payment for far more than the portion he is even disputing. This is fundamentally unfair, disproportionate, and clearly demonstrates his intent to exploit the system. It is outrageous that such a discrepancy is being permitted when it is obvious the customer is overreaching with no valid justification.
  It is extremely disheartening that despite the evidence we have provided, we are the ones now being penalized for the actions of a customer who is clearly exploiting the dispute process. This outcome not only jeopardizes our business but also encourages fraudulent behavior from customers who recognize that they can manipulate the system to their advantage. We respectfully demand that the Better Business Bureau conduct a thorough review of all the evidence once again and overturn this wrongful decision.
  We are outraged that a legitimate business, which has acted in full compliance and good faith, is being forced to endure financial loss while the customer enjoys possession of products he has not paid for. We ask you to stand by the principles of fairness and accountability by settling this case in our favor.
  We trust you will take this matter seriously and look forward to your urgent review and correction of this decision.
  Sincerely,
  
  

• 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.

  Terrible online check out, the mounting and balancing selection box doesnt really add it to check out. Now Im stuck with wheels that were guaranteed to fit or I could return them, but on the box it says I cant return them after theyve been mounted, but they were supposed to have shown up mounted and balanced. Feels like a trap got no help from customer service.I selected to have the not only mounted but balanced and ceramic coated. None of this took place and they are saying it wasnt included which it definitely was. They offer a guaranteed fit but I cant mount the tires to fit them without losing the option to return if they dont fit.

  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.

  Customer Answer

  Date: 03/27/2025

  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? 

• 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.

  Bought wheel/tire package from WheelHero.com. Upon receipt of tires Tuesday, February 4, I emailed for an explanation of the age/condition of 2 tires. Date stamp was 3822. Service manager reached out and said there was nothing he could do citing a 6 year dot standard. He also stated that his company doesn't store tires. He said the tire came directly from the manufacturer. Sunday, February 9, I had a major blowout from the same tire. Service manager only wants the tire returned. He refuses to give me the vendor information from which wheelhero supposedly purchased the tire.

  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
  
  

  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: 02/24/2025

  I will let my attorney take it from here, then. 

  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.

  DO NOT DO BUSINESS WITH THIS COMPANY I ordered a set of wheels and tires from WheelHero with the tires mounted and balanced by them. One of the wheels arrived damaged. I immediately contacted WheelHero for a replacement, and their solution was to PURCHASE a new wheel, move the tire from the damaged wheel to the new, and ship the damaged wheel back. I was assured IN WRITING that I would be reimbursed for both the wheel purchase AND THE LABOR TO MOUNT AND BALANCE THE TIRE. After sending back the damaged wheel and sending the invoice ($54.70) multiple times for the mounting and balancing, I received a refund for the wheel only. After numerous emails (these clowns don't talk to you on the phone) back and forth with "customer service", I was told that they would not reimburse me for the mounting and balancing.All I have asked for - repeatedly - is a refund of the $54.70 for mounting and balancing AS I WAS PROMISED BY ***** AT WHEELHERO. This has been the absolute WORST customer service experience 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,

  Customer Answer

  Date: 03/03/2025

  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.

  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.