ComplaintsforAuto Rim Shop National LLC

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order date 12/28/23 Order#************** Delivered 1/2/24 I know that the window for returns was ******************************************** April/May. Unfortunately when I mounted the rim on my car it could not be balanced. I was told the rim is bent therefore it is useless to me. I just want to return for Credit.

  

  Business response

  04/30/2024

  *******,
  
  Thank you for your order via our **** store on December 28th, 2023 which was delivered on January 2nd, 2024.   The wheel you ordered is a brand-new replication wheel that has been professionally manufactured to original vehicle's specifications.   All of our replacement wheels are manufactured and tested to exceed industry testing standards and must pass an extensive quality control before shipment.   We do a few thousand transactions a month on multiple sales platforms and a replica wheel arriving bent does not occur unless it is damaged is transport which would be very obvious upon receipt.    Per **** policy as technically this is a transaction via their platform you have 30 days to return from delivery as mentioned in your complaint.   We have not been messaged once in **** in reference to this order which is how returns must be consummated via their platform.   It is now 120 days after receipt so again per both ****s and our company's policy we cannot accept a return on this order.   Thank you once again for your business.  
  
  ARS Team

  Customer response

  05/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   The bottom line of this dispute is as a ****** the rim will not balance per my installer. So what other recourse do I have other then contacting vendor, which I did. No response from the seller until I lodged a complaint with BBB, ****************** In this case I feel the rim is damaged. Why do I have to take the sellers answer for the quality of the rim. Provide to me is not bent and then I'll accept your decision. Well the files will not be accepted in the format that I sent, so because I'm not able to product the photos I have to send to you. The photo shows 18 weights(4oz ea) on rim & still won't balance?

  
  
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• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a rim from this company, paid over $100 for expedited shipping and they sent the wrong color rim from what I selected. I called customer support that day (04/24/24) and I initiated the refund process. I then purchased another rim, paid over $90 for them to expedite another one, only to receive the exact same wrong color rim. I called customer support today (04/26/2024) to get help and I was hung up on.This is by for the worst experience and waste of money. I dont understand how two of the same rim can be sent on two separate occasions and it still not be correct. As far customer support goes, Im beyond disappointed and furious in this not being resolved.

  

  Business response

  05/24/2024

  *******,
  
  Thank you for your orders.    It appears there are 3 orders associated to account but a return has only been initiated and refunded on 1.   Order ******* which was refunded on 5/20/24  Orders ******* & ******* have not had a return requested on them via our return's portal.   Based off your first return it appears you received the correct item which is sold without the decorative inlays which cannot be reconditioned as they are not essential to the functionality of wheel and are plastic.   If you are looking to return the last two orders, please let us know and we can assist but it appears you at least received the correct wheel the first time based on your return.   Thank you for your orders.   

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a rim from them for my wife's car. It came damaged so I sent it back. They declined my refund because the rim was mounted on our car before I sent it back because of the situation we were in at the time. That was against their return policy which I understood. I asked them to send the rim back then since they kept our money and the rim and that's when the ** started. Telling me they'd return phone calls or emails which never happened. Finally on my 6th time calling I called them out on their scam and they said there was nothing they could do for me and non one else I could talk to since their "warehouse supervisor" **** is apparently never at his desk and doesn't know how to return a phone call.This company is straight up stealing from people and shouldn't be allowed to even be selling product anymore. DO NOT BUY FROM THIS COMPANY UNLESS YOU LIKE WASTING MONEY. COMPLETE SCAM ARTISTS.

  

  Business response

  04/12/2024

  *****,
  
  Thank you for your order.   We are unable to find the order in your complaint based on name and phone number provided.    Please provide order number and/or name of person who ordered so we can look up in our system and provide an amicable solution to this situation.  Our returns policy is agreed upon at checkout.  The item must not have been installed, mounted, driven on, or altered in anyway.   The wheel must be returned in condition it was received.   Right to return the item is forfeited if item is installed.   Our policy is this way as in a few small cases customers will return their old item and pass it off as item that was sent to them.   We do a few hundred transactions a day and cases like this are rare but do happen.  Please provide order information so we can better assist with this case.   We look forward to helping with a solution.   
  
  ARS Team

• Initial Complaint

  03/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered 4 rims for ***** cruze on 11/30/23 part #rw574s Order#******* the rims shipped with ***** on 12/2/23. I did receive them they were shipped to wrong address. I opened claim. I spoke to ***** customer service department they said open claim with auto rim shop. I had notified numerous times no results. They were very rude and didn't want to work with me. I tried to explain what happened they refused to help. They refused to talk to a ***** representative about the problem.

  

  Business response

  03/28/2024

  *******,
  
  We are sorry about the issues you encountered with receipt of this order.  This set of wheels shipped from our ********* based warehouse on Thursday, November 30th and was delivered on Saturday, December 2nd.   The proof of delivery and Screen Shot of Tracking with picture of wheels is attached.   Per our notes, a claim was filed on your behalf at your request the next business day at 3:13 PM on Monday, December 4th.    The email less names is attached.   This claim was denied by our shipping provider later that month.    We are sorry that you may have not received your items but cannot refund an order from 4 months ago with a proof of delivery and a photo of items in front of house.   
  
  ARS Team  

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My father who's 84, ordered 3 new wheels and **** from *************. One of the **** is broken and already installed. He just needs a replacement but they want him to pay to have the broken one removed and sent back before they'll send him a new one. They're aggravating an elderly person and not to mention a war hero for a $40 part.

  

  Business response

  03/06/2024

  *****,
  
  I was unable to find you information in our system, however I do believe the order you are referencing is order ********   Per our returns portal a return was initiated at 10:23AM yesterday March 5th and a return label was sent via that portal at 11:57am (Documented picture above).    Once the believed defective item is returned, we will provide a replacement. Thank you and your father for your order and we apologize for any undue stress caused but your return request was answered same day before our business even received this complaint.   
  
  ARS Team

  Customer response

  03/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They're requiring my father to pay to have the part removed, which is already installed on the vehicle and send it back before they'll issue a new part. That's not only bad business, but it's an unfair practice to the person who's already paid for the part and is in no way responsible for the part being defective. The way they're running their business, the consumer has to pay for the part  three different times. As an attorney, this is the worst business practice I've came across. They're either running a shady business or they know they're selling bad parts. Now they have me wondering about the rims. They said the rims were new on their website, but I'm wondering if they're just refurbished. I'm going to advise my father to take it to the cadillac dealer and see if they can tell, and if they're found to be refurbished, I'm going to ask ******* to start an investigation. 

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• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I encountered a rim issue and urgently needed a replacement. Without reading any reviews or complaints about AutoRimShop, I proceeded to order a rim from the store, believing that it would arrive on time as per the initially stated date, which aligned perfectly with my needs. However, when the tracking number was emailed to me, the date provided was incorrect, leading me to realize that I no longer required the rim and needed to find another solution to my problem. I promptly contacted them to initiate a return, but the product had already been dispatched. I had no choice but to return the item upon its arrival, without even opening the box or removing the tape etc.. The box was returned in the exact condition it was received. After dropping off the package, I received no communication or updates from AutoRimShop. It wasn't until I reached out to inquire about the refund status weeks later that someone named **** responded via email, claiming that the product would not be refunded due to alleged damage. I disputed this claim, emphasizing that we had not used, opened, or exchanged the product, as we returned it in its original, untouched condition. Despite my efforts to seek resolution and insistence that the refund be processed, the company continued to refuse and promised that their warehouse or supervisor would contact me, which never happened. It felt as though they were hoping I would simply forget about the hard earned money I had invested in the product. To date, I have not received a satisfactory resolution from AutoRimShop. In my last couple conversation with their representative, I advised them to file a claim with *** regarding the shipping delivery emphasizing that any damage would have occurred during transportation and not due to our handling of the rim. I am still awaiting a resolution and find it disheartening that the company is uncooperative in addressing the issue and providing me with the refund I rightfully deserve.

  

  Business response

  03/19/2024

  *******,
  
  Thank you for your order on December 18th, 2023 that shipped the same day via *** Ground tracking ******************.    This item was a ready to ship item and upon checkout you were given options to expedite ship or ship via *** ground for free.   You choose the free option which shipped from our main warehouse based in ******** on 12/18 and arrived in 5 business days on Tuesday, December 26th.  This is standard for a ground shipped wheel cross-country that weighs approximately 40lbs.     A return was initiated after business hours on 12/26 and a return label was provided at 8:30AM Eastern Standard Time the next day.   We ask all of our customers to take a picture of the item they received as this is a way to document any damage via shipping where we can put in a claim with our shipping provider.  A picture was not provided in our returns portal which is also attached.   This item arrived back to our warehouse damaged (pictures attached) on January 9th.     There is now no way to determine if this item was damaged via shipping or under your care.    As we have already absorbed the costs to ship this item to you, return this item back to our warehouse and repair this wheel via no fault of our own we can refund you this order less $75 which will off-set some of our cost in this transaction.   If this is agreeable, we will gladly refund $252.74 back to your original method of payment.   We have attached our return policy to this complaint as well which is agreed upon at checkout.  Thank you.  

  Customer response

  03/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

  Thank you for finally responding to my inquiry. While I appreciate your offer, I find it necessary to express my dissatisfaction with the current situation. Firstly, I must reiterate that I will NOT be consenting to ANY ADDITIONAL charges BEYOND the AGREED UPON restocking fee.
  It's disheartening to discover yet another instance of misinformation within your business operations. When I initiated the return process for the item, there was a notable absence of clear instructions regarding the necessity of providing photographs. The instructions seemed straightforward: return the item in its original, unused, and uninstalled condition. As previously stated, the product remains within its unopened packaging. Given this, I fail to understand how there could be any ambiguity regarding its condition. The rim is unequivocally new, as should be apparent upon visual inspection. Your assertion that the condition cannot be verified is both unfounded and deeply troubling. Make a claim to ***.
  

  Should a satisfactory resolution not be reached promptly, I will have no choice but to escalate this matter to the appropriate office which is the  our Attorney General's *********************************** in **********. It is imperative that such deceptive practices and inappropriate conduct in business transactions are brought to light and addressed accordingly.

  Furthermore, I would like to address the discrepancy regarding the shipping timeline. If *** Ground typically requires five days for delivery, then the prolonged delay in the rim's arrival raises significant concerns. Either there has been mishandling of the shipment on your end or misleading information has been provided on your website. Which I've already stated is the case. Remove disinformation in your website. This discrepancy not only undermines the trust of your customers but also reflects poorly on the integrity of your company.

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  Business response

  03/26/2024

  *******,
  
  Attached to this response is proof of refund for the ******** wheel returned to our warehouse damaged on January 11th, 2024 less the $35 dollar restocking fee which is agreed upon at checkout and acknowledged in your previous response. This fee will only supplement a fraction of the cost absorbed by our small business in shipping this item via *** Ground for free to your home in **********, back to our warehouse in ******** and to our off-site facility for repair. It is disheartening that more misinformation has been posted about our returns process and portal as a return cannot be initiated without a picture.  Any assertion that a picture is not required, as it is designed to protect both our customers and our business in situations just like these is unfounded.    
  
  Attached is a *** ground shipping map that clearly indicates shipping times from our business location in Zip Code ***** (***********, **) to various parts of the country.   There was no prolonged delay in this rims arrival as it shipped the same day it was ordered Monday, December 18th after passing quality controls and arrived on Tuesday, December 26th (5th business day as Monday was Christmas).  As previously stated in addition to the free *** ground option which is offered at checkout there were also options to expedite this item, which was so urgently needed via overnight, 2-day and 3-Day shipping all of which would have guaranteed the rims arrival prior to the Christmas holiday.   
  
  We are an insurance quality OEM wheel repair business not a logistics company.   Your item was shipped the day it was ordered, and a return label was provided within 24 hours of asking for a return.    You have been refunded and we now consider this case closed.   Thank you.  
  
  ARS Team

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a **** F150 wheel from Auto Rim Shop. The wheel that I received was not the correct finish that I had ordered. I got a return authorization from the company and returned the wheel through **** I never received a refund and was never contacted by the company. After contacting them I was told the wheel was damaged upon return and they wouldn't issue a refund. I requested photos of the damaged wheel and requested info on *** shipping damage claim several times and have gotten no response from them. I requested that if they will not issue a refund to return my property to me and have been received no response. I would like to get a refund from this company or have my property returned to me.Auto Rim Shop order # ******

  

  Business response

  03/18/2024

  *******,
  
  Thank you for your order.   Attached are pictures of your return request on November 4th, 2023 and picture of wheel returned on November 14th.    This wheel came back to us damaged and was returned to our warehouse outside of our 14 day returns period (Arrived 10/16, Requested 11/4, Returned 11/14).   This wheel has been reconditioned and resold as the return is over 4 months old and order itself is over 5 months old.   Cost to recondition the wheel was $75.   We will refund you for this item less our cost to recondition and absorb the costs of shipping wheel to you, back to our warehouse and costs of transferring to our repair facility.   Our returns policy clearly states all items must be returned in the condition they were received which did not happen in this case.   Thank you for your order. 
  
  

  Customer response

  03/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Company said that they would refund my purchase price minus the reconditioning fee.  As of 3/23/2024 I have received no refund.

  
  

  
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  Business response

  03/26/2024

  *******,
  
  Attached to this message is proof of refund less the fees incurred for damages.   Thank you again for your order and previous order. 
  
  ARS Team

• Initial Complaint

  01/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchase two wheels for my vehicle and the listed price was approximately $180 each per wheel. A few weeks later after I placed my order I called because I wasn't receiving any shipping updates and spoke to customer service who stated the wheels were out of stock. A bit confused I checked their website again and saw the wheels were in stock but for more money. I called up customer service again and spoke to **** who stated they have 7 of the exact wheels I ordered in stock and told me I would have to reorder them but for the new listed price which I believe at the time was over $300 each wheel. I asked to speak to a manager in which I was told would call me back within 48 hours but it's been two weeks now and haven't received a call back. My order number was # ******* and my complaint ticket number was ******. Very shady business practice as they cancelled my order and wanted me to reorder the wheels with new price increase. And this wasn't a typo in price on their website because I have purchased the exact wheel before and paid that price. I still need the wheels for my vehicle but would like to pay the price I originally paid.

  

  Business response

  01/31/2024

  ****,
  
  Thank you for this order as well as your previous business with our company.   Attached to this complaint is print outs from your orders of the same wheel on 10/1/23 and 10/6/23 for $209.99 before tax so you did not pay the $180 price as claimed in complaint previously.   I have also attached this wheel listed on our competitor's websites to show that our current price of $274.99 is still below anyone in the *** refurbished marketplace and well below what this wheel goes for new if you are able to find such a wheel.   This wheel is for a nearly 20-year-old vehicle and is very hard to find in insurance quality new condition.    This was a clear pricing error via our automation as all our pricing is based on a percentage above our cost of acquisition plus labor to restore the wheel to like new condition as well as considerations for storage and advertising.    As a professional courtesy and because you have done business with us in the past we can sell you this wheel for $184.99 before tax.   Our business will certainly sustain a loss on this transaction.   I will follow this note with a phone call to manually place order if you want to do so.   Thank you again.
  
  ARS Team

  Customer response

  02/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I am emailing you in regards to a complaint I made with the BBB. The company that I made the complaint against as you know agreed to sell me the item for 184.99 but also stated they will follow up with a phone call to me. It’s been over a week now and I have NOT received any phone call from the company as promised in the complaint. I have no missed calls or no voice messages from anybody that works at the company. They do have my number on file as I have ordered from them before and even left my contact information in the ticket/complaint number that I originally made with them. Can you please get back to me regarding this matter. Thank you very much 
  **** ******
  
  
  
  
   
  

  

  Business response

  02/19/2024

  ****,
  
  Thank you for your time this morning.   This message is just to show confirmation of the order at price promised via previous message.   Just had to wait until we had 2 in inventory that passed our quality controls.  Thank you again for your patience.   
  
  ARS Team 

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two rims from AutoRanger for $734.38. I also purchased two from auto ram shop, not knowing that they were the same company operating under two different names. I purchase them back on December. The 28th 2023. on the email it says expected delivery Wednesday, January 3 or Thursday, January 4. It is now January 18 I have not received the items I purchased was told that they didnt have four rims back December because they pulled from the same inventory so I asked him to send me a refund for two rims they dont have which is $734.38 and just send to rims they do have. I have not received a tracking number or a refund for the order that I purchased it is now two weeks past the expected delivery date every time I call I get the runaround and told that someone would get back with me. No one has the same goes for when I see him email

  

  Business response

  02/02/2024

  ********,
  
  Thank you for your order and we do apologize for the confusion here as **** Ranger is a ****** ******* of **** Rim Shop that is used to test out marketing certain products as we sku ****s of items on both sites.   Unfortunately, both orders were cancelled and refunded as of 1/19/24.   We apologize for this as we are out of stock on this very hard item to find in the insurance quality refurbished marketplace.   Thank you again and sorry we could not fulfill either order.
  
  ARS Team

• Initial Complaint

  12/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  To who it may concern: Order # ********** placed 8-25-23 (20 OEM wheel rim, quantity 4 , color silver, $309.99 each) I received an order of 4 rims on the 29th and 31st of August. I received the shipment over a two day period. My inspection revealed no issues, so I had the rims installed shortly thereafter. After driving for a few weeks I noticed something odd with the color of the wheels. Didnt know whether the lighting was a factor. I then discovered that the wheels were two different colors. My order specified silver finish and I received two silver and two gray finish wheels. The color difference wasnt obvious to me because the shipment was delivered over two different days. It wasnt noticeable to the installer because they were installed on different sides of the vehicle. I understand because if your return policy that you cant have the two wheels returned, but I would appreciate some kind of credit so I can reorder the correct color wheels and I will bear the cost for the reinstall and alignment. Thank you for your consideration. I have sent 5 separate emails between **** and ****. I have spoken to their customer service department 8 different times between ***** and ****. Each time I was assured that the supervisor (*******************) would review the matter and provide a solution to address their mistaken shipment. To date their has been no effort from the supervisor or customer service department to contact me with a solution.

  

  Business response

  01/09/2024

  ******,
  
  Thank you for your order with Auto Rim Shop.  All of our terms and conditions are agreed upon at check-out including but not limited to our returns policy.    Our policy is very clear and concise that we are not able to accept a return or provide a credit to a customer beyond 14 days of receiving the item as well as if the item has been installed, mounted, driven on or altered in anyway.   In this case you inquired about a credit well beyond our 14-day period as well as installed the wheels.   We are sorry we cannot help and thank you again for your order.   
  
  ARS Team 

*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. ↩