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:12/18/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a set of rims for my 2024 ****** Z which they sent me four rims with the boxes marked with the dimensions I had ordered but thats not what was inside the boxes. I spoke with a gentleman named ***** before the order was placed to confirm what my vehicle was and that they would indeed fit my vehicle, I received four rims for a ***** vehicle from what they have told me. The problem is I no longer have the original boxes because they were labeled with the correct sizes I had my winter tires mounted and balanced so when I went to install them on my car they are the wrong bolt pattern, they want me to pack up and ship the incorrect rims back to the manufacturer then the manufacturer will send the correct wheels. I am asking them to please ship the correct wheels so I can place the wrong ones in the empty boxes with the proper packaging materials for a safer return. Its bad enough I have to pay return shipping but they expect me to invest even more money into their mistake. On their end its shows I was sent the correct items but on my end I did not receive what I ordered and they are going out of their way to make this extremely difficult. Another complaint will be to follow about Affirm as well because they are out to solely protect the merchants and not the consumers, they help trap consumers into loans and even if you receive the wrong items the side with the merchants so you are stuck paying for something you didnt order which seems illegal to me and theyll post to the credit bureaus too which is completely unfair to the consumer!!!

  Business Response

  Date: 12/23/2024

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

  Customer Answer

  Date: 12/23/2024

  The wheels that were shipped to me are not the bolt pattern that was stated on the boxes and I did not realize this until I tried to install them on my car, Im NOT asking for my money back I just want the wheels Im paying for because even though their invoices say the right part were shipped but they were not, why would I lie about these not fitting my car? Does anybody know how to read a ruler? Can you not see the picture I sent? I was sent 5.25 x 5 instead of 4.5 x 5, there is no way to make that fit!!! Is there anyone that has a clue about vehicles? I have nothing to gain here for lying about this, Im not looking for a different style or a refund I would just really appreciate what I had ordered. Im afraid if I send these wrong wheels back in any old box Ill be denied because of damage because I do not have the means to ship these back properly. They never heard from me until November is because the boxes said that the right parts were in the box and I bought these wheels for winter rims so I didnt need them until then.

  Business Response

  Date: 12/26/2024

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

  Customer Answer

  Date: 12/27/2024

  Please explain how these rim have 4.5x5 bolt pattern like I ordered. This picture clearly shows that the wheels sent are NOT 4.5x5 that the are ACTUALLY 5.25x5!!! Just because there is 5 holes doesnt mean they are the same!!!! THEY ARE NOT THE **** PATTERN I ORDERED!!!!

  Business Response

  Date: 01/07/2025

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

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22703103
  
  I am rejecting this response because: the wrong rims were sent in the wrong boxes, Im not looking for a different style or my money back I just simply would like what I ordered. I shouldnt be held responsible for the manufacturers mixup and giving an unreasonable timeframe to respond isnt going out your way in my eyes. Im spending over $1000 for a set of wheels that I have no idea what they even fit on!!!
  I ordered a specific bolt pattern and I did not receive what I ordered!
  Sincerely,
  
  ****** *****

  Business Response

  Date: 01/15/2025

  Dear Better Business Bureau,
  We are writing to formally respond to a complaint filed by Mr. ****** ***** regarding an order placed with our company. After thoroughly reviewing the details of his order, the products shipped, and the concerns he has raised, we can confirm that Mr. ***** received exactly what he ordered.
  To ensure complete accuracy, we have compared part numbers, specifications, and other order details with the products delivered to Mr. ****** In every instance, the documentation supports that the items delivered match his original order without discrepancy. We have comprehensive records, including order confirmations, shipping details, and product descriptions, which substantiate this.
  Despite providing Mr. ***** with this evidence, he continues to claim that he did not receive what he ordered.
  We remain committed to resolving this matter professionally and transparently, but we must emphasize that our documentation unequivocally supports the fact that Mr. ***** received the correct products. If required, we are prepared to provide all relevant documentation to verify our position.
  Thank you for your time and assistance in addressing this matter. Please do not hesitate to reach out if additional information is required.

  Business Response

  Date: 02/05/2025

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

  Business Response

  Date: 02/25/2025

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

  Business Response

  Date: 02/25/2025

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

• Initial Complaint

  Date:12/16/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered these items and originally I chose the right size for my vehicle and after checkout I noticed on the receipt the size changed. I tried to take action and the website says they will respond when they are open I sent emails and tried contacting over the phone to cancelled and they told me they couldnt help me that I had to email them and they will remspond right away. I never received a response or a call from regarding my order and their website even says they will answer requests right away. They shipped the order and provided tracking numbers but they werent able to cancel or even message me regarding the order.

  Business Response

  Date: 12/23/2024

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

  Customer Answer

  Date: 12/24/2024

   
  Complaint: 22695972
  
  I am rejecting this response because: this business is saying they responded to me in a timely manner and I never received an email or a callback regarding the cancellation i wanted to request. I attached pictures of the multiple emails I sent and calls to try and cancel the order. There is a email that was sent after the order had been placed before an hour had passed after placing the order. This store is saying I placed the order at the time they were closed which is correct which means they had an hour after the business opened to review and ship the order but they also had an hour to review the email I sent after hours requesting the cancellation and their website states they reply back within minutes. This company failed to reply back to any emails regarding the cancellation because they refused to try and cancel and I am requesting proof with time stamps that they replied back to any of the emails regarding the cancellation. When the items got delievered I reached out regarding a return option and they replied within 10 minutes what a coincidence that they reply that quick for a return but not a cancellation. 
  Sincerely,
  
  **** *****

  Business Response

  Date: 01/07/2025

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

  Business Response

  Date: 01/15/2025

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

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **************** Please see below and attached details about a purchase from an online tire/wheel vendor (Wheel Hero) who sent me the incorrect size (too wide) tires and rims and now would not do the right thing of taking them back for replacement. They keep insisting it would fit. My concerns are with these too wide, they can rub against wheel well components, along with bottoming out when driven over bumps especially when loaded. Being a family of five who loves to travel, we do load up our vehicles.I test fitted one of the tire/rim on my vehicle and it is sticking out past fender which is illegal in my state (**). I only test fitted the front left tire/wheel and it sticks out almost half an inch. I did not test drive since this is already unacceptable and I'm not risking for them (WH) to find a way NOT to take these back, which seems like what they are trying to do.I have attached a copied/pasted email conversation between myself and Wheel Hero support rep ******** and support manager (*****) due to would not fit here. I can forward them to you if you let ***** biggest concern, is their integrity and not honoring to fix their mistake, i.e. on their return policy.Lastly, I am unfortunately a disabled veteran/*** retiree and this has now exacerbated my mental health due to the reason for this purchase was to take my family up the mountains (********, ******) and now had to cancel our pre-planned trip and accommodation from booking dot com.I hope BBB can help me find a resolution with this that way I can safely take my kids to a winter trip in a timely manner. And if they can replace with the correct size, hopefully they expedite.

  Business Response

  Date: 12/20/2024

  Dear Better Business Bureau,
  We are writing to provide clarification and resolution regarding a recent concern raised by our customer, Mr. ******* ******, who purchased a wheel and tire package from us. Below is a summary of the situation and our position on the matter:
  On 11/20/24, Mr. ****** ordered a wheel and tire package, which was promptly delivered via Southeastern Freight with tracking number *********. The package arrived in a timely manner, and upon installation on his vehicle, Mr. ****** confirmed that the wheels and tires fit perfectly, with no issues regarding fitment.
  We want to emphasize that Wheel Hero fulfilled this order accurately and sent exactly what Mr. ****** requested. However, after installing the wheels and tires, Mr. ****** expressed dissatisfaction with the appearance of his vehicle. While we understand that personal preferences can vary, we must respectfully point out that Wheel Hero is not responsible for a customers subjective feelings about the aesthetic outcome after installation.
  Our return and exchange policy, which is clearly outlined on our website and agreed upon by customers prior to purchase, explicitly states that we are responsible only for the fitment of the products. In this case, the wheels and tires fit the vehicle perfectly, fulfilling our obligation. Customers are responsible for shipping the products back to our location if they wish to initiate a return. Unfortunately, Mr. ****** has not agreed to ship the items back, preventing us from proceeding with any further steps.
  For your reference, our return and exchange policy can be reviewed at the following link: Wheel Hero Return and Exchange Policy.
  We remain committed to providing excellent customer service and resolving matters in accordance with our policies. If the Better Business Bureau has any further questions or concerns, please do not hesitate to contact us. Thank you for your understanding and assistance in this matter.
  Sincerely,
  ****** ******
  CEO
  Wheel Hero 
  
  

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22691533

  BBB/ WH CEO ****** ******,
  
  I am rejecting this response because:

  First and foremost, INTEGRITY and OWNERSHIP.
  I would like to clarify with facts about your reply that proves it DOES NOT REFLECT THE ****** I have copies of email conversation/photos between myself and your Support Manager (*****) that are attached to my initial complaint submitted to BBB. I would love to send them to you, and GLADLY PROVIDE TO THE PUBLIC. Below are what I would like to correct you on:
  
  - You said, The package arrived in a timely manner.THESE ARRIVED AFTER 19 DAYS, WHICH IS NOT A BIG DEAL AT THIS POINT.
  - You said, upon installation on his vehicle, Mr. ****** confirmed that the wheels and tires fit perfectly, with no issues regarding fitment.WHERE IS YOUR HONESTY? I NEVER SAID THAT OR ANYTHING CLOSE TO THAT NATURE. OTHERWISE, WE WOULDNT BE DOING THIS. AGAIN, I HAVE PROOF OF THE CHRONOLOGICAL EMAIL CONVERSATION ON WHY I ASKED FOR REPLACEMENT/REFUND. ALSO, ONLY ONE TIRE/WHEEL WAS TEST FITTED.
  - You said, after installing the wheels and tires, Mr. ****** expressed dissatisfaction with the appearance of his vehicle.YES, I EXPRESSED DISSATISFACTION AS SOON AS IT WAS DELIVERED WHEN I NOTICED THE TIRES AND **** YOU SHIPPED ARE NOT WHAT I ORDERED. YOU SENT ME 255/50/19 TIRES AND 19 x 9 OFFSET 44 ****. WHAT I ORDERED ARE 235/55/19 AND 19 x 8 OFFSET 40. THEY PROTRUDE PAST THE FENDERS, ILLEGAL IN MY STATE. HENCE, WHY I ASKED FOR REPLACEMENT/REFUND. I HAVE EMAIL CONFIRMATION FROM A DISCOUNT TIRE MANAGER THAT THEY ARE TOO WIDE/WILL RUB DUE TO THE **** WIDTH AND OFFSET.
  - You said, Our return and exchange policystates that we are responsible only for the fitment of the productSO SINCE THESE ARE NOT WHAT I ORDERED AND FITMENT IS TOO WIDE/WILL RUB, WHY DOES YOUR SUPPORT MGR KEEP INSISTING I WILL BE THE ONE TO PAY FOR THE RETURN SHIPPING IF I WANTED REFUND ON THE TIRES AND **** ARE NON-RETURNABLE? THIS IS WHY I STILL HAVE THE PRODUCT IN MY GARAGE.

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

  Customer Answer

  Date: 12/20/2024

  BBB,

  Sir/Ma'am, please find attached email from our nearest Discount Tire branch manager confirming that even the rims are too wide for application onto our vehicle, even if a smaller size tire is mounted. So, I am still asking the merchant to replace both the tires and rims they sent me, which I did not order to begin with.

  Sincerely,

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

  Business Response

  Date: 12/23/2024

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

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22691533
  
  I am rejecting this response because:

  Please answer these for me
  - Why would you send me something I did not order?
  - And why cant you fix this mistake on you part?

  Sir, this is a DECEPTIVE AND UNFAIR TRADE PRACTICE.

  If you purchased online your shoe size, a pair of size 9,and the business sent you a size 12 wouldnt you want it replaced? And wouldnt that merchant be held responsible?

  And again the reason for this complaint: YES I am concerned with the appearance of these tires/rims once mounted because they stick out past the fenders, which is illegal in my state. See attached WA state legislature code and photos of the tire/rim protruding past the fender. 

  Can you please rectify this error you made?
  
  Sincerely,
  
  ******* ***** ******

• Initial Complaint

  Date:11/30/2024

  Type:Delivery 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.

  Order complete set of wheels, tires, tpms, lugs, and paid to have them balanced. Received my order and had them installed. After driving less than a mile I found out they were not balanced. I then took the vehicle to a very well know tire shop and they balanced them and checked my alignment. I left and they were still not balanced. I came back the next day and made them redo it. They advised that the 2 of the tires were hopping and out of round and I needed to contact who I purchased them from. I attempted to do this 4 times and I was told each time someone would return my call. Its been almost two weeks and no response. Since I went to get 4 brand new tires and all my issues have been resolved. I am attempting to reach them to either take back the tires but again no response. I have wasted over $300 in balancing and over $500 on tires I cannot use. Asking at this point to just return the tires and business expense and get a refund for the tires and balancing I paid the business.

  Business Response

  Date: 12/09/2024

  Dear Better Business Bureau,
  We are writing to provide clarification regarding a complaint submitted by Mr. ***** ***** concerning his purchase of a wheel and tire package from our company, Wheel Hero, on November 12, 2024. We value transparency and fairness in resolving disputes and wish to address the claims made.
  Shortly after receiving his order, Mr. ***** contacted us to report a vibration issue with the wheels and tires. In response, we immediately assured him of our willingness to assist and requested a road force balancing report, which is standard procedure to identify any potential defect in the products. Despite our clear communication and multiple follow-ups, Mr. ***** has failed to provide the requested report or any documentation to substantiate his claims.
  Our company policy requires such documentation to ensure that we can accurately assess and resolve potential issues. Without this report, we are unable to confirm whether there is a defect in the products or if other factors may be causing the reported vibration. Unfortunately, Mr. ****** unwillingness to cooperate has made it impossible for us to assist further.
  Moreover, Mr. ****** dispute concerning his total order amount was $1,417.99, yet he is disputing $1,776.00an amount significantly higher than his purchase. This discrepancy raises serious questions about his intentions and suggests he may be taking advantage of the BBBs platform.
  We respectfully urge the BBB to consider that Mr. ***** has not provided the necessary documentation to work with us in good faith. Our team has consistently expressed a willingness to resolve this matter, but Mr. ****** actions have made it unworkable.
  Should the BBB have any questions or require additional information, we invite you to contact us directly. We remain committed to addressing legitimate concerns and maintaining a fair resolution process for all parties involved.
  Thank you for your time and attention to this matter.
  Sincerely,
  Thank you for your attention to this matter.
  Sincerely,
  ****** ******
  CEO
  Wheel Hero
  
  

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22620920
  
  I am rejecting this response because: The business has never contacted me. I have called them numerous times and requested a call back. I have yet to ever receive one. I did get one email yesterday and they said send the tires back at my expense and they would check the issue. 
  

  I have documentation from 3 companies showing the tires will not balance. 
  

  I requested them to send me return labels but never got them. 
  

  At this point Im done and just accepting my loss. I will ensure I leave negative reviews everywhere I can find about my experience. I am currently working with the manufacturer to get them replaced since these folks will not help. 
  

  FYI everything they advised in the email as how they contacted me is total bs.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/02/2025

  Dear Better Business Bureau,
  We are writing to address a complaint made by a customer who purchased a set of tires from us on November 12, 2024. Despite repeated claims that the tires are out of round, the customer has failed to provide any evidence to substantiate this allegation. We have explicitly requested proof such as a road force balancing report, a video, or photographs that would demonstrate the alleged defect. To date, none of this requested documentation has been provided.
  It is our policy, as it is with most reputable businesses, to require evidence of damage or defects before accepting returns or issuing refunds. Without any proof, it is impossible for us to determine whether there is an issue with the product, let alone process a return. We have communicated this to the customer multiple times, but they have refused to comply with our reasonable requests.
  Additionally, the customer has disputed an amount of $1,776, despite the original purchase total being $1,440.87. This discrepancy raises serious concerns about the customers intentions and suggests an attempt to take advantage of our business. The inflated dispute amount is inconsistent with the facts and appears to be an unwarranted escalation.
  We are committed to resolving legitimate issues with our customers and always aim to provide fair and reasonable support. However, in this case, the customers refusal to cooperate and provide evidence has made it impossible for us to assist them. Their actions indicate a clear lack of willingness to resolve the matter in good faith, leaving us no choice but to address the issue through the appropriate channels.
  We appreciate your attention to this matter and are available to provide any additional information you may require. Please do not hesitate to contact us if you have further questions or need clarification.

  Thank you 

  Customer Answer

  Date: 01/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the business is not giving truthful information. I do not not wish continue communicating with them as I have just taken my loss. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair 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.

  My teenage son purchased a wheel kit from wheel hero over a month ago. It was measured correctly and due to Wheel Heros fault the wheels do not fit my teenage sons car. After numerous emails back-and-forth w ***** & numerous phone calls in which they disconnect you they told my son to return the tires at his cost which was over $300 my son didnt like it, but he did it. And they told him upon inspection yes, he would be fully refunded. His words were upon inspection, not detailing what the scope of inspection wasthat they referred to. I would take inspection as damage and in good condition which it was. Nowhere, did he say that they were going to check the sizing etc. because that was already determined when my son placed the order with this company and they give them the information of what size I need for the car but to our surprise, its not fit the car. My son would not return these if they fit the car because he loved the look of them. So they are just trying to take advantage of a teenagers money. Its very unfortunate and disheartening. My son works hard making minimum wage in a grocery store for this money and for them not refund him is terrible business and customer service. I attached a photo that exhibits the exact words will be fully refundedThank you for your help

  Business Response

  Date: 08/14/2024

  Customer ordered *********************** and tires for a 2011 *** 3 series , wheels and tires ordered from website were a direct fit . Customer contact our support staff regarding the wheels feeling loose ? Proper hub centric rings with bolts were included on the order . Customer stated they were not happy with how the wheels looked on the vehicle as their was no apparent fitment issue . The option based off our return policy on the website clearly states the customer would be responsible for shipping as Wheel Hero would only be responsible for the return if their is a fitment issue . Customer was advised they would be responsible for returning the wheels and would not be imposed a 35% restocking fee if it was truly a fitment issue . Customer returned the mounted *********************** and tires which clearly shows they were bolted on the vehicle , We also did a check with our fitment specialist which also drives a 2010 3 series *** and the wheels bolted up with no issues whatsoever . At this time a 35% restocking fee was applied to the customers reimbursement . Attached below is a picture of the same wheels but in a different color . 

   

   

  Customer Answer

  Date: 08/26/2024

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

• Initial Complaint

  Date:08/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 17th I placed an order with wheel hero, The follow day I sent a message to cancel the order because the wheels size was incorrect for my car. The wheelhero website stated they would fit but that wasn't true. They responded stating it was to late to cancel. The product was never shipped to me. They charged me $650 restocking and return although I never received the product and canceled the following day.

  Business Response

  Date: 08/13/2024

  Good morning. Unfortunately the facts that *********************** added to this case are not correct. Here is what really happened here. The order was placed on Jul 16 at 6:37 PM(not on Jul 17 as stated by him). As soon as this order was placed,our fitment specialis analise the order for proper fitment and approved the order, meaning that once again, contrary to what Mr ********** states, the wheel and tire package selected by him is a perfect fit for his 2008 *** 650I. Once the fitment passed, we proceed ordering the products to our warehouse for mounting and balancing. The products arrived here 2 days later and at that point, we proceeded in mounting and balancing. After that process, the wheels went for a ceramic coating treatment. After that, they went to **, packaging and palettized ready for shipping. On Jul 20 the pallet was tender to the shipping company. After that Mr ********** contacted us asking for cancellation. As agreed by him when placing the order, for cancellations after the products left our facility are subject to a 35% restocking fee plus shipping's(both ways). The 35% restocking fee charged is $590.00 and NOT $650.00 wrongly stated on his complaint.  The process of preparing an order is a complex and deliciated series of events until the order is ready and shipped with the stages described above. Mr ********** proceeded and opened a dispute with Affirm which is the payment method he chose. Affirm, after analyzing this case, closed the case in our favor for the same reasons stated above, so we won the case. After winning the case, we immediately refunded him accordingly. The 35% restocking fee is a valid charge and will not be waived. we indeed didn't charge him the freight back and forwarded incurred by us in bringing the pallet back.

  Thanks and if any other piece of TRUE information is required, please don't hesitate to contact us.

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22130726
  
  I am rejecting this response because: When I reached out to them to cancel they said the products already shipped out which was a LIE, please see the attached evidence proving that they LIED about the product being shipped when I contacted them to cancel.  They have numerous complaints for similar issues on BBB WEBSITE in which they have no rating. They are scamming people.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/14/2024

  on July 22 like your screenshot shows it was already shipped. We have been in business since 1992, for over ******************* we would not be in business if we were scamming people. Affirm decided the case you opened in our favor exactly because the inconsistence of your case, starting on the date you purchased the wheels and tires till the date the products were shipped and also mentioning those wheels would not fit your vehicle when in realty they do fit. You decided to cancel an order after if was mounted, balanced and shipped, so there are fees incurred on that that was agreed by you when you made this purchase, so the 35% fees are valid and will not be waived. this  is a normal procedure. Thanks

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22130726
  
  I am rejecting this response because: look at the number of complaints in regards to this business, There is hundreds of complaints.  They're scamming a numerous amount of people including myself.  I will file a complaint with the attorney general.  I already submitted proof showing they lied in shipping out product before I canceled the order. That's all the proof I need.  I will continue to notify the public and file with the Attorney General office.  I will not pay affirm one *****.  I will make sure they pay for scamming people. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/31/2024

  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 ordered some Rims and Tires from Wheel hero and even though i sent an email asking to confirm that the rims will fit the vehicle before i placed the order. Rims and tires arrived and did not fit the vehicle, the sent email asking for more money but i decline the option since already spent money on trying the rims received. Them they stop responding. I sent several emails and called 4/5 times. The phone number given does bot accept messages.

  Business Response

  Date: 07/31/2024

  Good afternoon. 

  We offered another wheel that cost much more that the ones you ordered and also offered you only to pay the difference and keep the wheels you received. Since you dont want the other wheels, no worries at all. We sent you the labels to send the wheels and tires back and as soon as we receive the wheels and tires in the same condition you receive them(perfect condition and unused wheels and tires), we will gladly refund your payment. The labels were sent to your email. Thanks

• Initial Complaint

  Date:07/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sold 16x7 rims which I was told would fit my 03 highlander.I was sold 16x7 rims which I was told would fit my 03 highlander.The stock size is 16x6.5 and I didnt think it would be a problem because you all told me it wouldnt be, which was fine.However the shocks kept rubbing on all 4 tires on the rims because they were a hair too big heres some photos. The front left tire had enough of it, and I never even heard anything besides an ABS feeling but I figured the sensor was bad, turns out it was the rims being too large and the front left wheel gave and the studs snapped completely and the wheel went rolling and almost had a really bad accident. The back of the wheel you can see has scrapping and rubbing. And the other 4 as well have scrapping but there was no present noise so it was unnoticeable. Im very lucky I wasnt on the highway.Reached out to them, and they told me it was my fault then completely stopped replying to my emails.

  Business Response

  Date: 07/08/2024

  This order was placed on February 28, 2024 for a 2003 ****** Highlander . The tire sizes selected from our website for this vehicle is the exact tire size ****** utilizes from factory . The aftermarket rim selected is a 16x7 which is a 1/2'' difference from factory , this will not cause any rubbing nor cause the studs to snap off after driving 7 months on wheels and tires  . Attached below is the factory specs for the customers 2003 Highlander . We always encourage our customers to have *********************** and tires installed on vehicle by a profession with correct factory torque specs . Unfortunately this is a case of improper installation due to human error as the wheels and tires are precisely a great fitment for the customers vehicle .    

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21949723
  
  I am rejecting this response because: the best garage in *********** ******** installed them. Not myself. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/08/2024

  Vehicle fitment is 100% accurate as the customer after using *********************** and tires for over 6 months has experienced an issue and is solely placing responsibility on Wheel Hero . Studs break from incorrect installation . 

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21949723
  
  I am rejecting this response because: They say 7 months by the way, here attached are two photos. The first being March 7, 2024 when they SHIPPED the tires, so they arrived two weeks after that. So on March 21 they arrived, then had to wait a week to install them from the garage. And then they broke on June the 2nd and then messaged them on June 7th with the email of them responding so it attached as well. Very much 7 months if youre a crooked business. If you want Ill leave the garages phone number I just want my money back for three of the tires and Ill ship them to you if you pay for that as well. Another thing that is splendid is when your customer support just stops responding to you via email. Very respectable. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a specific set of wheels and tires for my vehicle that was guaranteed fit and they do not fit. When I first tried to put them on, they scraped the back of the wheels on the brake caliper. I had to go to the park's house to buy a ****** cheese to put them on the car. The ***** wheel shakes like the Tire still need balanced or one of the wheels are bent. ****** expressed 10 plus times that I did not want. Will adapters or spacers on my car? I want my money back.

  Business Response

  Date: 06/21/2024

  Good morning. We already spoke to *************** and we refunded $350.00 as a courtesy to resolve this issue and this complaint and he is satisfied with the resolution. Thanks a lot

• Initial Complaint

  Date:05/20/2024

  Type:Service or Repair 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.

  I ordered a product from their online website on a Saturday. After deciding to cancel my order I called immediately after ordering. They were closed for the weekend so I decided to call on Monday. After calling several times to be placed on hold for up to 10 minutes I was hung up on without ever talking to anyone. When I finally got through to someone I was told the only way to cancel was through an emai. I immediately sent and email and was told they can not refund my order as they were already set for shipping the would charge me a 35% restocking fee and any other associated costs. I emailed back and told th I had made several attempts to call before processing but because I only sent the email once I was told to they said they couldnt do anything. So I have no idea how much money I will be refunded and I contacted them a mere 2 hours after opening. Maybe they do so little business that I was the only order over the weekend.

  Business Response

  Date: 05/21/2024

  Good morning ********. This order was processed on Saturday and as soon as we receive an order, all the items are immediately ordered and staged to be mounted and balanced. Contrary to your statement, we process hundreds of orders daily and as you know, everybody is in a rush to receive the orders ASAP. The process of fulfilling orders are very complex and this is the flow: -Once we receive an order, our system check for fitment issues. - Once it passes fitment, all the product are automatically ordered. - Once everything arrives, it goes to the mounting and balancing process.- once is mounted and balanced, it goes to our QC.-Once this is complete, it goes to packaging.-After packaging, it goes to be palletized.-After that it goes to shipping. As you can see, this flow is complex and this is the reason why there are fees involved on cancellations. I can as a courtesy, credit you $100.00 back in good faith to show you who we are. please advise. thanks

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21738526
  
  I am rejecting this response because:
  I have made multiple calls and emails to try to speak to someone over the phone about this issue. I only spoke to one real person one time over the at least 15 calls I made. Most times I was not even answered and just forwarded to someones voicemail whose mailbox is full. The one person that I did speak to, who was part of the sales team, explained what goes on there and it seemed we could have reached an amicable agreement but he forwarded my call and I never spoke to a human again. I understand that the rims cannot be resold after they have had tires mounted on them and for that I would suggest that Wheelhero dismount the tires and TPMS sensors from the wheels and refund me for those items. I will take delivery on the rims as they cannot be sold. 
  

  Fair? 
  Sincerely,
  
  *************************

  Business Response

  Date: 05/22/2024

  We can dismount the tires from the wheels clean the wheels, rebox them and send them to you along with the ***** and refund you the tires. Please confirm this is what you want ASAP so we can proceed. Thanks. That is not a problem. 

  Customer Answer

  Date: 05/22/2024

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