ComplaintsforWheelHero.com

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a Rim for my car from wheel hero they send me the wrong rim. Ill call them and lend them know what happened.they Explain to me to send the rim back That they were going to give me the money back.I did it and they never give me my money back. They dont want to answer my calls they dont want talk to me.

  Business response

  03/13/2024

   

  Customer made purchase for 1 ********************** back in July 4, ********************************************************** which did not enter vehicle info allowing him to select any part number to purchase . Customer completed order online as we shipped exactly what was ordered . Customer then contacted our support team via email stating the wheel bolt pattern is incorrect , at this time we cross referenced what he purchased and what vehicle he was attempting to install the wheels on . We stated to customer he ordered the incorrect ********************** as he would be responsible for shipping the wheel back to us . After customer continued calling and emailing the support staff stating he is not shipping the wheel back he finally shipped wheel back after several weeks and months . At this time Wheel Hero scheduled to ship the replacement wheel to customer and while ********************** was in transit the customer opened a dispute with his credit card . Immediately we re-routed the wheel back to ******* . The customer lost the dispute with his credit card as he was then charged for shipping to NY and back to ***** ** . We also have a return policy which includes restocking fee's , at this time there is no reimbursement to be honored to customer . The customer was planning on arbitrating utilizing his payment method as this indeed did not work for the customer . Here at ********************** Hero we take all our customers serious and we do not tolerate any fraudulent business as well .    

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a set of rims from wheel hero. The website said it would fit my 2019 charger sxt. The rims fit but they don't have lug nuts to finish the installment. I even called them and they said yes this will fit my car 100 % well this is true but I cant use rims if there are no lug nuts to fit such rims.

  Business response

  02/28/2024

  We supplied the customer with 2 sets of lugs as initially he stated the lugs were too short , shipped a 3rd set to customer in this regard  . Customer can email or support directly at *********************************** for any assistance .

   

  Thank you 

• Initial Complaint

  12/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a set of wheels from Wheel Hero for my f150. I was contacted by a representative in regard to lug size for my truck. After receiving the wheels, i noticed that the seller had written over the actual lug bolt pattern for the wheels with the pattern for my truck. I tried contacting the seller numerous times, only to not hear back from them. Being as i paid over **** dollars for the wheels, i would like to be able to use them. I have tried requesting to get them exchanged but have been ignored every time. I feel like i got scammed since i cannot use the wheels, and they refuse to speak with me regarding my problem.

  Business response

  12/04/2023

  Customer ordered *********************** on April 23 2023 in which were shipped directly to him , the wheels where machined from manufacture to fit customers vehicle . The customer had the option for returning the items back to the manufacturer although the return time frame has expired may months ago as our policy clearly states the time frame in which you may return product upon receiving . Unfortunately at this time Wheel Hero will not administer a return authorization from an order placed almost 8 months from time of purchase .  

• Initial Complaint

  11/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I Paid $1848.95 returned their product because it was faulty The Chrome was cloudy . Then I paid $440 for shipping to send them back . They charged me $510.95 for some apparent reason **********, I would imagine Ridiculous. Anyway, I'm out $950.95. For nothing but a headache.

  Business response

  11/13/2023

  As per our return policy , a 25% restocking fee was applied once the items were returned .Once the wheels arrived and inspection we did not notice any issues with the wheels as the customers complaint was the finish on the wheels was defective . If the customer would like to purchase *********************** on the website we have no issue applying a credit towards the new purchase .  

  Customer response

  11/13/2023

   
  Complaint: 20860059
  
  I am rejecting this response because: I don't trust the company to honor the offer. If they cant see a bad chrome job who know what I would end up with. I now understand they are not trustworthy. The wheels were clearly not a ************** job .it would most likely chip off where faded in-between the spokes. I have already ordered from a reliable company.  It is my intention to warn  other online shoppers about such criminal practices. 25% restocking fee is ridiculous.  
  
  Sincerely,
  
  ***************************

  Business response

  11/14/2023

  The wheel manufacture Fuel Wheels has a 1 year warranty on all chrome finishes . The in between finish the customer is referring to is the textured finish which wheel design will not accept the high mirror finish as this is the design of the wheel itself . The wheel upon being returned and inspected showed no signs of chipping or defect . The customer was applied the restocking fee as per policy on returned wheels . 

  Business response

  11/14/2023

  The wheel manufacture Fuel Wheels has a 1 year warranty on all chrome finishes . The in between finish the customer is referring to is the textured finish which wheel design will not accept the high mirror finish as this is the design of the wheel itself . The wheel upon being returned and inspected showed no signs of chipping or defect . The customer was applied the restocking fee as per policy on returned wheels . 
  
  
  

  Customer response

  11/16/2023

   
  Complaint: 20860059
  
  I am rejecting this response because: There was no mention of  faded or hard to chrome Areas. It was false advertisement At best. That is a ridiculous response. If I had known that from the beginning. I never would have ordered them Perhaps that was the point.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased five tires from Wheel Hero on 10/30/2023. The vendor only shipped two which were received on 10/31/2023. I have contacted the vendor several times for the three missing tires and they provided me with false tracking information. I spoke to a *** and *****. *** was very unprofessional and spoke to me in a condescending manner. ***** who clamed to be a manger stated he resolved the issue on 11/02/2023 and stated I will receive my order by 11/03/2023. I never received the balance of my order for 3 ********************* Tires, Sku# *****. I would like a refund as I did not receive what was ordered. The Order# was *********.

  Business response

  11/06/2023

  We did spoke to you today 11/6. Yes, you purchased 5 BFG tires and *** misplaced 3 of them. After *** conducted their investigation, we shipped the 3 missing tires via *** under tracking number 1Z972R520336127149. The tires are in route to you. Please understand that once we give the products to *** its no longer in our hands and if a product get lost, we file a claim and it takes 4-5 days to get approved. Once we get the OK, the 3 tires were reshipped. We did sent 5 tires and 3 got lost and then we shipped 3 more. Sorry about *** loosing 3 tires but please understand its not our fault. We are responsible until you receive the complete order and this is what we are doing. Thanks

  Customer response

  11/07/2023

   
  Complaint: 20833030
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Business response

  11/08/2023

  After you gave ***** the ok to send you the extra tires, we did so immediately under tracking number 1Z972R520336127149 while incurring large shipping charges due to the size of the tires. *** lost the 3 tires and we had been on the phone with ********************* and *** for hours monitoring this for you. Rather than being considerate you expressed your gratitude by refusing the tires and opening up a dispute to which we have already replied to all your false allegations. Our staff has only expressed the truth to you during this frustrating situation to which you called them liars because they did not express the information you wanted to hear.

  Customer response

  11/08/2023

   
  Complaint: 20833030
  
  I am rejecting this response because all these statements are false and only stated to attempt to save face with their poor business practices.   The remaining tires were only shipped after the complaint was filed.   Prior to making the purchase, I expressed I needed my order by 11/2 which they stated was not a problem.  I received 2 ***********/31 and was told the remaining 3 would arrive the next day.  I was give false information as *** confirmed the shipper only provided them with two tires upon pickup.   I called every day and was lied to by the staff.   ***** assured me on 11/2 that I would have the remainder of my order by 11/3. I clearly expressed that if the remainder of the order is not received by 11/3, I would have to purchase the tires from the local vendor as the vehicle was in the shop for repair.   The tires were not shipped again and Wheel Hero failed to take my phone calls or text messages on **** 11/3.  See attached.  I was forced to purchase the tires locally.    I am due a refund for the tires that were never shipped within the time frame promised. This business has very shady business practices and should be held accountable for their poor business business ethics.  

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

  Business response

  11/09/2023

  As we expressed from the beginning, we are direct distributors with *********************, they shipped out 2 tires the next business day after your order. 3 tires were delayed by ********************* which in this case would constitute as the shipper by *** as we purposely took the tires from their ********** location so you wouldn't have to wait long for the order to arrive. We then followed up with them every hour on the status of the shipment and ended up shipping 3 new tires to you before ********************* was able to even rectify their delay. Its also odd how you claim we never took your phone calls or text messages when we have record of all your phone calls and how you called us scammers and other false narratives as well as record with your conversation with ***** through text message as well as everything that was said and our response time as well. One of these many phone calls consisted of us offering to send you pre paid shipping labels so we can pick up the tires due to your increasing frustration and your constant threats to call your credit card company even though you already received 2 tires, to which you rejected using the labels we sent. Lastly Ill conclude by pointing out that your only support for our "shady business practices" is that there was a slight delay on 3 of the 5 tires you ordered to which you received the 2 tires earlier than expected which as within 48 hours.

  Customer response

  11/09/2023

   
  Complaint: 20833030
  
  I am rejecting this response because I have sufficient evidence and call records to prove all your statements as falsies. I am confident that the better business bureau will see through your lies and portray you for the unprofessional business you are. You have nothing but unprofessional staff that lie and play games with customers. Your call recordings  will clearly show that. Please issue a refund for the tires not received within the promised time frame.  Lastly your call records will clearly show that on 11/2 that I informed ***** that if the tires werent received by 11/3, to cancel the reminder of the order? Why would you ship on 11/6 after this dispute was filed? 
  
  Sincerely,
  
  *****************************

  Business response

  11/09/2023

  We are confident as well that the ********************** will act in the correct manor and see that you are a customer that will not step over a puddle for a company and staff that swam through an ocean for you even though the minor delays were not our fault. We will be more than willing to send any phone records and text records to not only show the disrespect you displayed towards our company but also your harassment of our employees that assisted you as best they could . The reason why we shipped the tires after you filed the dispute is because it takes time for us to get notified you filed a dispute, it isn't instant, and we also trusted that since you told ***** and our staff to ship the product it meant you were interested in the products. At the end of the day the only thing you were interested in is filing disputes.

  Customer response

  11/09/2023

   
  Complaint: 20833030
  
  I am rejecting this response because the response clearly shows the lack of professionalism from the business.  I never had one unprofessional conversation with any stsff associates other than pleading for my order.  I dont need stoop to your level or respond to these inquiries any further because they show your business ethics. Provide your evidence as I hand and all the BBB to do there investigation.  The truth will come out.  
  
  Sincerely,
  
  *****************************

  Business response

  11/14/2023

  So I guess to you, communication , rapid responses, and attentiveness constitute as lack of professionalism. It's also very interesting that you say you won't "stoop to our level" days after you have made an embarrassment of yourself to all our staff due to your arrogance. You are correct about one thing however, the truth will come out and when it does we trust it will justify the correct side in this situation.

  Customer response

  11/16/2023

   
  Complaint: 20833030
  
  I am rejecting this response because it s clearly shows the lack of professionalism and intelligence level of this business. You failed to provide the product in the expected delivery time frame. Your response is a joke and shows your lack of emotional intelligence.  I was clear on my expectations before making the purchase of the delivery date. You alleged issues with your supplier is on you.  I made it clear if the items were not received by 11/3 to cancel the remainder of my order. You are playing games here and that why I have escalated this matter further than here.  You owe me refund for 3 tires.  

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

  Business response

  11/16/2023

  As you continue to disguise your lies and deceit by calling ** unprofessional we are more than willing to provide phone records to prove you said you wanted the 3 tires shipped. The only thing that is a joke is your relentless effort to continue to waste everyone's time with your toxic lies that land on deaf ears. The only thing that is owed is an apology from you to our staff.
  

• Initial Complaint

  08/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order from wheel hero july 12. The package was missing after contacting wheel hero they didnt want to assist. So I filed a dispute than the wheels were re delivered to me but they didnt fit my vehicle which was very upsetting . After the attempt i sent them back to wheel hero. After being promised the refund for these wrong fitting rims , several times , they said they couldnnot refund me due to the dispute that they had currently filed . I told them that not fair and insane

  Business response

  08/04/2023

  The customer initially stated they did not receive the wheels in which we show proof of delivery by ***** , the customer then stated they ordered the wrong size wheels for the tires in which the customer opened a dispute stated he never received items which in fact he had in his possession . We requested the customer ship the *********************** back for a refund as we only received 3 wheels as 1 wheel was pending delivery . We attempted to refund the customer on 8/3/2023 and on 8/4/2023  as it shows the customer  opened a credit card dispute with there bank which will not allow us to reimburse him/her do to the dispute being opened . . The open dispute will not allow us to refund the customer as the case is open , we have already responded to the case now we can only wait until dispute has been settled . Again we do not hold funds as the Dispute the customer opened has full control of the funds and will reimburse accordingly  once the case has been settled . There honestly was no reason to call the bank and open a dispute .  The dispute can last up to 90 days , this is not from us but from there bank Unfortunately . We hope the dispute is closed sooner then usual . 
   

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an Order for wheels and tires from this location on 7/7/23. On 7/10/23 I called back asking them to add tire sensors to my order as it was offered with the wheel package but I opted not to get it at the original purchase date. I specifically asked if it was too late - they assured me that it wasnt and that the sensors would be installed with my tires. When I received the order in 7/11 the wheels and sensors were delivered (1 missing) and they were not I stalled with the tires. I called and submitted a claim and they originally advised that they would reimburse me for the installation. When I told them the amount they refused. I asked for them to send me to a shop that would did it for the amount they were offering they refused. I disputed the charges with my credit card company because they refuse to reimburse any amount because I complained. Very nasty individuals. I added the relevant emails because they got significantly nastier!

  Business response

  07/20/2023

  Customer ordered a ********************** and tire package on the July 6th in which the order was mounted balanced and palettized . The order was scheduled to ship on July the 10th in which the customer wanted to add the tire pressure sensors to his already mounted balanced and palettized order . The customer then purchased the sensors at a discounted rate of $116 saving him or her $63.95 , being the initial order was completed we were not able to install the sensors in the wheels and tires . We offered the customer up to $20 per ********************** to have the sensors installed at any local shop in his or her area . The customers response toward this offer was that no shop in his area would not install the sensors for no less then $80 per wheel and tire . The customer continued his or her request as it was denied and we would not reimburse $320 to have sensors installed when his initial order was packaged and ready for shipment . We gave the customer the option to ship the sensors back for a refund as the disrespect toward our support staff became visible with disrespectful comments I do not care to share . At this point we refused to assist the customer and revoked the generous and fair  reimbursement to have the sensors installed at his or her location . The disrespect continued on our support emails and was ignored . It is not the Responsibility of Wheel Hero to stop all production and dismount and remount and to have sensors installed from a separate charge . The customer fails to understand once an order has been processed and is ready for shipment we are not obligated to stop production and delay all the customers whom are waiting for tracking info as well . We gave the customer his options and as per our policy which we make certain to abide by was completed in a fair manner . Unfortunately the disrespect and name calling will not be tolerated . We also contacted all the local wheel shops in his area and received quotes that were by far much less then $30 per wheel to have the sensors installed in his over sized tires . The customers motive was to try and up the price for the labor so he or she would pocket extra cash or credit . Wheel Hero will always maintain going above and beyond for all our customers although we will never tolerate disrespect nor the attempt from customers to up the value for labor to $80 per wheel . This customer was only looking for extra cash in his pocket which we refused and now he's upset and extremely disrespectful .    

  Customer response

  07/20/2023

   
  Complaint: 20349573
  
  I am rejecting this response because:  the business is lying about all of our communications.  i provided the exchanges where Im asking them to install the sensors.  They have the recording of the calls and can submit them.  I specifically asked to add the sensors only if they were installed.  In my communications that I sent you - you can also see that I asked them not to pay me anything to send it to their local shop - I offered to take the wheels and tires and sensors to them for them to do the work that was promised. All they do is lie!
  

  
  Sincerely,
  
  ***********************************-******

  Business response

  07/24/2023

  The order was already on a pallet and we added the sensors on the pallet, however they were not installed on the wheels because the order was ready, mounted and balanced. No worries. You can bring the wheels and tires to us and as a courtesy, we will install the sensors on the wheels for free. 

   

• Initial Complaint

  07/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On March 27th of this year I order a set of wheels and tires from wheelhero.com. Once I recieved them and installed them the center caps kept breaking off. Esentially the wheels are defective and after many attempts to resolve the issue they reluctantly told me to send the wheels back and I would be refunded. However they wanted me to pay the 200+ shipping charge to return. I reached out again asking if they could send an RMA label and have since been ignored. ***** with wheel hero will not respond to my attempts to contact them and I am stuck with a set of wheels that I paid $552 dollars for that are defective.Attached is a reciept of my order and our emails back and for regaurding the defective wheels.

  Business response

  07/20/2023

  As per policy regarding warranty the customer is responsible for shipping the *********************** back to our facility . We have worked with the customer regarding his complaint . We also shipped a completely full set of center caps directly from the manufacturer . We have no issue reimbursing the customer or exchanging for another set of *********************** as the customer would be responsible for the return back to us . The customer initially agreed to ship the product back to our location although was not in agreement to pay the return shipping from his local courier . We have no issues refunding the customer *********************** he purchased in March although he must return all the product as we would ship the items directly to the manufacturer .  

  Customer response

  07/21/2023

   
  Complaint: 20344369
  
  I am rejecting this response because I cannot afford the 200+ return shipping cost.  This would mean I pay twice as much for the wheels.

  I will sell them on ********** myself to recoup my money.
  
  Sincerely,
  
  ***********************

  Business response

  07/21/2023

  Customer is requesting to return *********************** , as per our policy on returns the customer would be responsible for the shipping back to our location as stated in the return policy on the website . Customer has stated they do not want to pay the shipping back . 

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased wheels and sensors from your company. Had an issue with somebody from support got my wheels got tires got everything mounted and balanced drove off from garage got error message problem with tmps sensors went back to the shop they tried to program. They told me those sensors wont program to the car because they were cheap. I ended up having to go to the dealership and buying factory ones and having them put in tire pressure showed up right away .upon contacting your company I spoke to somebody through customer service name, *****, me and him had a negative exchange in the beginning no harm no foul I got over it when I called to report that the sensors didnt work, he continued to play games he gave me numbers to warehouses in ************ and told me it was a tmps sensor hotline told me that he was going to send me the return labels and its been a month since then and I still havent received anything.

  Business response

  06/30/2023

  Customer purchased *********************** with sensors , all sensors are pre-programmed according to vehicle info provided on website . Customer had issues having sensors to calibrate to vehicle  as the vehicle needs to be placed in the relearn procedure . Saying the sensors are cheap does not indicate the sensors will not work as the customer has all right to ship the sensors back for a full refund  . 

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 2022 I bought a set of 4 Vision Rims for my car along with the lug nuts with a key. Two weeks later I bought another rim for my spare tire along with another set of lug nuts with a key. I wanted to buy just the key, but they only sold the set with the key. I paid $49.00 for that set. Plus the $131.00 for the wheel.. A few months ago, I had a flat, so I put the spare on and got the tire fixed and used that for a spare. A week ago, a motorist stops me and said my wheel was wobbling. I took it to my mechanic, and he said they sold me the wrong wheel. I got him to use 5 of the new log nuts but they were not the right size. I called in to complain and they sent me to customer service by email. He cannot talk to a live person when you have a problem. Also they did not send me a receipt with the wheels. My mechanic said it is a wonder the wheel did not come off of this car. .I could have killed my self and someone else. These guys could care less. These guys are total rip-offs. I want a full refund on this rim and the lug nuts!!!THEY WILL NOT HONOR THEIR WARRANT!!!!!

  Business response

  06/06/2023

  Customer contacted us recently in regards to an order from March 2022 , stating the lugs and 1 wheel are defective . The customer will not clarify exactly what he or she is trying to warranty as we asked for pictures . Customer does not have warranty on *********************** nor lug nuts , he was offered to purchase a replacement wheel as he refuses to do so in this regard . Customer threatened to place a ******************** dispute as we stated we would respond to the complaint . Unfortunately we cannot honor any warranty claims with email or phone conversation as the customer if placing a warranty claim would be responsible for the freight to our location in *******  . 

*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. ↩