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:04/13/2023

  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 paid this company $2450 for wheels and tires. The Cragar wheels were not delivered. Ive contacted this company via phone, email and their website. The company refuses to respond and forwards my calls to voicemail. I want my money back.

  Business Response

  Date: 04/13/2023

  This customer purchased 5 Craigar *********************** and 5 tires 4 days ago.The 5 tires were already delivered to you via ***** under tracking ************ and the 5 Cragar wheels are already in transit as well under ***** tracking ************. The wheels went directly from Cragar.(the manufacturer)You ordered 5 wheels and 5 tires 4 days ago and are calling us nonstop asking where are your goods. well, the tires were delivered on the 11th and the wheels will be delivered in a couple of business days. Faster than this is impossible! I dont understand why this customer opened this ******************** case since nothing wrong is happening. There is no way to issue any refund since the customer is already in full possession of the expensive tires and the wheels are on the way. Thanks

• Initial Complaint

  Date:04/09/2023

  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.

  Purchased over $1500 worth of wheels/tires (package) from them and they DO NOT FIT!!.Contacted them and the only response was to send me "spacers" which are not acceptable considering the website claims "Fitment Guaranteed". Further contact has been ignored when I asked to return them.These guys are scam artists that take customers money and ignore issues they receive.

  Business Response

  Date: 04/10/2023

  Customer received ********************** and tire package and upon receiving customer did install *********************** and tires without test fitting . We highly recommend test fitting wheels prior to installing as you must check caliper clearance on vehicle as most vehicles do have variable sizes in brake calipers . In this support ticket the customer installed *********************** on vehicle without test fitting damaging the inside portion of the wheels . We offered the customer a resolution as he refuses all options . We are here to assist our customers answering all questions and concerns they may have . We look forward to assisting this complaint to the best of our ability .

   

   

• Initial Complaint

  Date:02/08/2023

  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.

  BUYER BEWARE I bought rims and tires from this company and had a great experience during my purchase. Later when I contacted them about a warranty issue everything changed. I explained to them @ ****** miles 3 of my tires developed a large bubble. They actually delaminated between the layers. I am still under warranty. They offered to give me a discount on new tires. Why would I buy new tires when I am under warranty. They did not want to help me with any warranty process. Total BS. I contacted the manufacturer and they said they can not honor the warranty because wheel hero is not an authorized dealer. Great company

  Business Response

  Date: 02/09/2023

  We are really sorry about this situation as we strive to provide the best service for all our customers. We will work diligently and effectively to assist you with this issue.  We see that your order was placed in 2020 and have more than 20,000 miles on the tires. Regardless, you can send the tires back to our main hub and we will gladly send the tires to the manufacturer and immediately credit you back for the amount they are approved for. This would be the case wherever you purchase tires. We are also willing to give you a discount on a new set of tires if you would like even though three years have gone by since your purchase.

• Initial Complaint

  Date:02/06/2023

  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.

  Im filing this complaint after several attempts to receive correspondence with wheelhero in reference to a error with a placed order. Correspondence started off great and then went dead and *** attempted several emails to no avail. On January 28,2023 at 9:28pm, I placed on order for (4) TSW *********** 22x10.5 wheels per order #*********. I received a confirmation email and they charged my Mastercard the amount of $867.00 to include shipping insurance. On Monday, January 30, 2023 I received email that the wheels shipped. I received (3) boxes on Thursday 02/02/2023 at 1:53pm via ****** I contacted ***** to inquire about the missing box and they advised they would look into it and contact me back. Upon opening the three received boxes, two of the wheels were correct, but one wasnt. I immediately took pictures and contacted wheelhero via the telephone. I was instruct to file a complaint via the email address which I did and also provided pictures. I was contact via email by someone who identified as *****, complaint manager. He had me send pictures of the wheel and labels which I did immediately. He provided a return label for the wrong wheel, but never provided a tracking number for the replacement wheel. I asked via several emails to no avail. He finally stated that one the wheel was picked up by ***** and on its way that the replacement wheel would automatically ship out. The wrong wheel was shipped on Friday, 02/03/2013 with a arrival date of 02/07/2023 and still no return tracking number for the replacement. *** tried several times to reach ***** via email for proper correspondence with this matter to no avail. All I want is the replacement wheel or a complete refund for all of the wheels as this issue was not produced on my side of this transaction. In my experience, good customer service would be to immediately ship out a replacement at the same time a return label is provided for the wrong wheel. Ive yet to contact my lending institution and file a complaint to hold payment, but that will be my next plan of action if this doesnt get rectified in a timely manner. Thank you

  Business Response

  Date: 02/06/2023

  Hello ,

   

  Please keep in mind we are aware of the wheel being delivered tomorrow as the new wheel is being drop shipped from a different location closest to your vicinity . The tracking info will be uploaded as soon as it becomes available .

   

  Thank you 

• Initial Complaint

  Date:12/28/2022

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ***************************** package from the Wheel Hero website back on October 20, 2020. I paid $169.95 for new tire pressure sensor monitors with my package for my 2013 Lexus ES 350. The tire pressure sensors were to be pre-programmed so that once the tires were installed onto my car, it would only require a quick scan before the sensors would link to my vehicle. However after the tires were installed and ultimately scanned/linked to my vehicle by Town Fair Tire, the tire pressure would not appear on my dashboard for any of the tires. I finally had my car in the shop for a different wheel issue and in part- investigated this concern on February 12, 2022 and they informed me that all 4 TPMS sensors are aftermarket and that I needed to replace them with factory sensors. In addition to that, I received an email from my service rep at Lexus on February 16, 2022 further explaining that due to the sensors being aftermarket, they were not designed to communicate to my dashboard/combo meter. I called Wheel Hero to inform them of the issue. They explained that I needed to send an email to '[email protected]'. So I sent my first email on February 22, 2022. I received an immediate response by *****, the Support Manager, within 6 minutes of my email, stating 'unfortunately being over 18 months ago, the sensors warranty has expired.' I immediately responded back to *****, stating 'I ordered on 10/20/20, so that would mean the warranty would expire in April 2022, right?' This email was ignored, along with the other 2 attempts I sent- on March 16, 2022 and again on May 10, 2022. I had then given up due to an even bigger wheel issue I was dealing with at that time. But where I had paid $170 for these tire sensors for my specific vehicle that were within the warranty period when I reached out to them, I do not think this is acceptable.

  Business Response

  Date: 12/29/2022

  Hello *******,
  
  
  Thank you for reaching out to us, as always we would be glad to assist you. It's very odd that you bought the sensors in 2020 but have just recently decided to reach out to us about this issue in 2022. As time passes, sensors that have been pre-programmed such as yours have to go through a relearning process which is just syncing the tpms sensor to the dashboard.  This re- learning process is very common on most vehicles. We have a department dedicated to assisting customers with a range of questions they might have included how to do a relearning process. It is a very easy process that is completed very quickly. The phone number to this department is ************. Dealers should know better that and especially that for 2 years, the sensors worked perfectly fine! We and all the wheels places sell thousands of sensors a month without any issues. please just call the number provided and this issue will be resolved quick and free of charges. Thanks

• Initial Complaint

  Date:12/22/2022

  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 order set of wheels and tired for my **** Jeep Wrangler, in the mouth of May I was restoring the Jeep . I just tried one wheel to make sure they would fit and it did . I got the Jeep ready for the wheels. Three of them fit one of them did not . They sent me a wrong wheel and will not make it right . The wheel is as new as the day I got it the **** wheel is new and they will not make it right .

  Business Response

  Date: 12/23/2022

  Hello ****,

  I appreciate you reaching out and we will resolve this together, this is a very unfortunate situation because our return policy states there is a timeline for returns which your order exceeds. So we can resolve this, I am willing to sell you the same pacer wheel for just 70 dollars which is a drastic discount from the original price of the rim. We want you to have these rims and we are doing everything we can to get you the products you want despite our return policy on our website. We deeply care about you as a customer. Please let me know what you think.

  Thank you.

• Initial Complaint

  Date:12/20/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 05/02/2022 I purchased 4x rims, wheels etc from WheelHero totaling $2364.04. I had a consultation regarding what I need and I was promised that the merchandise that I was receiving will work. Package was received but merchandise was not as promised; after numerous back-and-forth, WheelHero received their merchandise that was returned to them on 07/06/2022 signed for by a DDaniel, ***** receipt as proof. At this time WheelHero is holding their merchandise and my refund. At this time, I am asking WheelHero to refund my MONEY or RETURN the merchandise me.

  Business Response

  Date: 12/21/2022

  Customer received ********************** and tire package in which customer requested to have have the *********************** and tires picked up after several months in the customers possession . Customer was instructed to contact our customer support team via email for further assistance in regards to returns . After corresponding several times via email as we have documented the customer was satisfied with the package although wanted to exchange for a different style . Wheel Hero initiated a pickup on all the items in good faith as the customer then opened a dispute with PayPal in which the funds were reimbursed to the customer . The total amount has been refunded to the customer as per PayPal , screenshot of the refund is attached on this message .  

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18618839
  
  I am rejecting this response because the information provided was when the dispute was filed and the temporary credit was issue. As of 12/21/2022 @ 13:18 PayPal and ****************** Services DO NOT HAVE A CREDIT ISSUE TO ME!!

   

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

  Business Response

  Date: 12/27/2022

  Once again you choose to close communications with us when you decided to open a dispute. We dont have the money as we show you it has been refunded to you. My advise is to talk to Paypal about that. That was 100% unnecessary if you had chosen to deal with us instead of opening a dispute. Its not on our hands anymore. its on paypal/discover hands. Thanks

• Initial Complaint

  Date:12/06/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So on ***** -22 i purchased some rims and tires from wheel hero . The transaction portion turned into a disaster as i was asked to use amazon pay since was being delivered to a shop instead of billing address. I was never given chance to confirm order before purchase submitted. I was trying to see a delivery date before purchasing . I needed the wheels and tires to be delivered before Thanksgiving , because the car was headed to ***** the day after. I called to cancel order within 2 minutes of purchase and was told i would have to pay a restocking fee to cancel. So i explained i needed order to be there by 11-23-22 and the order would work. So guy that was helping me stated he could change order and promise wheels would be in Kentucky 11-21-22. So on 11-21-22 2 tires showed up . Then on 11-22-22 2 more tires showed up. Then come 11-25-22 nothing else showed up and i had to head back to *****. I called Wheel Hero on 11-28-22 because talking to ***** on the customer support email was a joke they didn't care what i had to say. I talked to a guy that stated they would look into why i still hadn't received wheels . This went on for 3 more days and still no wheels. So finally i got someone to see i needed wheels and i explained that i'm now in ***** and asked if they could be shipped there instead as well as give me a shipping label to get the tires that got shipped to ******** shipped to ***** . Once again they agreed and would make things right. Now i have received wheels in ***** and no tires being shipped to ***** . I would not recommend anyone using this company as they don't care about customer service.

  Business Response

  Date: 12/06/2022

  Customer initially ordered *********************** and tires in which he requested to change the payment well after the order was processed , customer then requested to have the *********************** and tires shipped and received prior to Thanksgiving as the customer was instructed this would not be possible as he just placed the order as it usually takes 3-4 business days for wheel and tire packages to ship plus the travel time to the customers destination would have been impossible . Customer was then given the option to have all the wheel and tire drop shipped without the mounting services done as the customer would be responsible for this service . All wheels and tires were shipped as then the customer stated he received the tires but no rims , after further investigation the wheels were shipped back to the manufacturer as they were initially in route to the customers residence . Customer then stated he was in a different state and needed the wheels and tires shipped to a different state . Wheel Hero then shipped the wheels to a different state as the customer received the items . The customer then stated after he received the tires to please reship tires to another state in which this was not possible . We clearly assisted this customer and his request beyond necessary as we would not be responsible for the tires already delivered to his residence from his initial requested delivery address .   

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18530077
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 12/08/2022

  Yes ma'am,  i sent a bunch of emails to you as i cant figure out how to attach emails. But i only asked for rims to be delivered to ***** , was because they screwed up order in ********.  I was promised verbally on phone with ***** that they would give me a shipping label to have tires sent to *****. Apparently this is how customer service works tell me what i wanna hear and never do it. I guess i will pay out of my pocket to make this right. I could've ********* and rims in ***** much cheaper if i knew i was gonna have to wait.  I was nervous to drive vehicle that far without new tires. 

  Business Response

  Date: 12/08/2022

  Wheel Hero was only responsible to shipping the wheels and tires to the first address on the order , as we take no responsibility on re-shipping tires that were delivered already to another state . The customer would be responsible for this in this regard . If the customer wants the tires that were delivered to ******** and then to ship to ***** he is solely responsible for this . Unfortunately we cannot offer the services the customer is demanding .  

• Initial Complaint

  Date:10/25/2022

  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 purchased a full set of tires and rims for my vehicle. I received these tires and paid for them to come already balanced and ready to install. Upon receiving the wheels and tires I had them installed at Discount Tire there was an initial shake a service of which cost me $80.00. I took vehicle back to them and they tried to balance them again with no luck for an additional $80.00. so, they informed me that 3 of the 4 tires we out of round and I should have them Hunter Road Forced Balanced. I have now spent $160.00 on top of the cost for the items and still cannot drive my vehicle. I made an appointment and had them Hunter Road Force Balanced importunely this place informed me that the road force was too much, and I needed to replace them. So, I contacted Support at Wheel Pros and they told me to send them back and they would send to manufacture to determine validity. So now not only and I stuck with 4 what should have been brand new round tires I am left holding a bag as well as the cost to reship them back with no promise of my money back. It cost me another $1600 in additional tires so I could safely drive my vehicle. I want my money back for the tires. I paid a total of $1092.00 for these faulty tires and an additional $1288.88 for the rims which I will have no issue in keeping and paying for. I would like them to pay to have them shipped back to them and a refund of all my money for the tires.

  Business Response

  Date: 10/26/2022

  Customer responded on Oct 8th regarding an issue he/she was experiencing in our support ticket for customer service . Customer is claiming that 1 tire is out of round as per tire tech in there location , we asked to please have the tire diagnosed with a road force report . We have no issues reimbursing for rebalancing as we would need a receipt email to us for the rebalancing services . In regards to the faulty tire claim the customer has the option to purchase 1 tire as we would reimburse the customer once the tire he/she is claiming is returned  . We look forward to assisting this customer furthermore . 

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18311657
  
  I am rejecting this response because: the information to their response is incorrect. One of the tires out of 4 was round three of the tires are bad and could not be balanced due to being out of round. I am not going to keep one tire when I needed a full set and had to purchase a whole new set from tire shop here locally. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/26/2022

  The 2 attachments does not indicate the tires are bad as this indication clearly states the excess load amount . In  order to lower the load index as pictured on the attachment the tire need to be moved on the rim as it's illustrating on the screen . This would lower the index reading , the screenshot is only showing the initial procedure of a road force balance . The technician would need to complete the process as this would then give you a before and after result as we have not received .     

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18311657
  
  I am rejecting this response because: you may call and speak to the service manager at ***** Cadillac in ***********************. They did try and could not get 3 of 4 wheels to balance even moving them on rim. I have spent way more time and money than a customer should. This needs to be made right. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/02/2022

  The attachment info the customer supplied on the previous communication only shows the initial portion of the road force as the final index reading was never supplied showing the final resolution of indexing the tire . I do show a prediction that would lower the index reading a couple pounds on the index reading . This finalization was never completed and forwarded to Wheel Hero as the customer insinuated the tires are bad . If in the case the customer could provide this important data this would be much easier to understand . The tires do have warranty and we have no issues reimbursing customer for balancing , although when customer had tires rebalanced why would the technician charge him , install on vehicle without any notification of having an issue ? If the customer request a reimbursement for the tires he would need to ship the tires he is claiming back to Wheel Hero .        

  Customer Answer

  Date: 11/02/2022

   
  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. I will ship wheels back to Wheel Hero for reimbursement per their response. 
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18311657
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will ship wheels back to Wheel Hero for reimbursement per their response. 
  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/14/2022

  The customer will have to ship the tires back to Wheel Hero as we would forward the tires to the manufacturer in this regard . Once the tires have been inspected and tested from the manufacturer and tires show to proven to be defective customer would then be credited back the balance for the tires only . As per policy customer would be responsible for the shipping to Wheel Hero . 

• Initial Complaint

  Date:10/13/2022

  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.

  On sept 6 I purchased some wheels and tires based on the salesman's recommendations. I received them. They didn't have the correct center caps which they had to send me separately after I contacted them and sent pictures of the shipment. I went to get them put on at a local shop and an alignment on the truck. They shop went ahead and balanced the tires but said they couldn't be done that the tires were out of round. I called wheel hero because they were suppose to be balanced when I got them. They advised to go to a place that was a national chain with a road force machine. I took the truck to discount tire and they said the same thing that they couldn't be balanced they was out of round. Contacted wheelhero they advised they would credit the charges for the balance and credit my account once the items were returned and the shipping charges. I have all the emails advising they would credit me. I only received a credit for $2116.94. I should have gotten a total credit for the shipping, having the places balance the tires 2 times and the cost of the wheels and tires which is *******. If I hadn't trusted them about getting my credits and sent them back I wouldn't be out ****. And they have their product.

  Business Response

  Date: 10/13/2022

  Customer contacted ********************** Hero regarding 4 tires not balancing we instructed customer to please have tires rebalanced as we would reimburse for this service . It's extremely rare for 4 tires to be bad or as customer stating out of round . Customer did have issues locating a shop in which could provide a road force report . This report is a diagnostic on wheels and tires and provides the load index needed to perform or generate a 180 degree turn on tires so the tires can be balanced or balanced to the optimal level . Customer stated the shop could not provide a report as he only took a picture of a monitor that was no indication of any load index or proper procedure in this regard . I have have pages and pages of email correspondence with customer indicating his options as he did state he wanted to return the wheels and tires . As stated to customer he could ship tires and *********************** back and he would be refunded for the shipping , although once the wheels and tires arrived we immediately performed a road force balance in which indicated the wheels and tires passed successfully and there was nothing wrong with the items . As the wheels even balanced out great with no issues at all . As per policy the customer was charged a return fee and dismounting fee's , we also had the tires shipped to the vendor just to get a return on the tires for warranty and this was declined by the vendor as they did also perform a tire test . I have email from vendor indicating we would not receive credit for the tires as they passed and are not out of round . I have attached the vendor communication as well . As for the rims we now have mounted rims that check out and passed a rim runout , this is a procedure in which the rim alone is diagnosed through the road force procedure all checked out with passing grade . Customer also had tires and *********************** balanced from 2 separate locations in his area as both receipts do not indicate anything wrong with wheels or tires . Customer ordered off road tires as his indication of having a smooth highway ride is not achievable  .  R/T tires ''Rugged Terrain are aggressive tires designed for off road and on road driving . The wheels and tires in our possession are clearly useless as we do not sale nor offer used items . We did give the customer the option to have tires dismounted as we would then exchange the tires to other tires on our website , customer refused as he continued with wanting to returning package to us . We do have policy on returns and exchanges and warranty claims . This order falls under a warranty claim as all items did not have any warranty issues . We have corresponded with this customer for several days as to make sure we assisted him with all proper communication and resolutions . 

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18209178
  
  I am rejecting this response because:
  I advised wheel hero they could call and speak with the store manager at the Nation chain Discount tire and and they declined. Wheel hero said pictures of the machine would be sufficient. There is no place in ********* ********* that prints a report of the road force machine. There was no mention in any email that there was a return fee nor a dismounting fee. I have Multiple emails saying I would get a refund once they receive the wheels and tires with no mention of anything about what was or wasn't in their policy's. 
  Sincerely,
  
  *********************

  Business Response

  Date: 10/14/2022

  Customer was directed to go to a shop that has the road force machine , customer stated the shop could not print a report as the printer was unavailable at the time . A road force report was needed as this was not provided by customer , we are not entitled to call another business as we needed the report to show proof the tires were out of round as he was claiming . The road force report we needed and performed is attached on this email  . Customer has been refunded accordingly . 

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18209178
  
  I am rejecting this response because:
  Wheel hero is not owning up to their emails between "*****"  and ************** offered a full refund and reimbursement for shipping and for the balances when products were returned. Per the email I've  attached "*****" said discount tire can easily take pictures of the machine Which those pictures were provided to wheel hero.  Wheel hero's attachment is not even an actual report of the road force report. 
  Sincerely,
  
  *********************