ComplaintsforTIRECHAIN.COM

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The tire chains I bought said they had a cross-link every 2 lengths of chai'm still short. One set of cross links do not respond to emails. The company doesn't answer the phone very poor customer service.

  Customer response

  02/12/2024

  The Chains I bought for my tractor supposedly had cross bars every 2 links on the chain. This does not have that. I am sure too crossbo And They do not respond to emails

  Business response

  02/14/2024

  Hi, This is a very unwarranted complaint.

  Gaps in Tire Chains happen and typically we send out cross chain to fill the gap from what we can see from picture. We did send out cross chain. 

  Usually, we charge for additional cross chain if the customer wants more, however, we did not in this case. 

   

  We mailed additional 2 cross chains out on February 6th and delivered on February 12th. 

   

  It is a shame customers have to try and hurt a business when they did exactly as requested even though it went against our policy. 

   

  This case is resolved. 

  Thank You 

   

  Customer response

  02/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  *** **** ********** ******* ** *** ***** * ******** ****** ******  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  Regards,
  
  ***** * ******

• Initial Complaint

  12/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is our complaint to report unacceptable consumer protection practices of the ************* (115 Haynes St, Johnstown, PA 15901, ************). On December 6, 2023, on the company's website we reported a problem with their product: we received chains of unknown size - NO LABEL! - and it turned out that chains are too small for our ordered tire size. Being completely at FAULT by sending us unmarked, unidentified chains of WRONG size, ************** did absolutely nothing to remediate the problem. Email from "customer service" gave us RGA# and a long list of their return/exchange restrictions: «The return needs to be received into our returns department within 15 days of the delivery date or it will be refused; ************* is not in charge for the return shipping; We do not do exchanges; We do not discuss returns on the phone; Returns for refund are subject to a 15% restocking charge; Credit will be issued less actual shipping charges incurred by **************; No returns accepted without RGA number on outside of package; No Fedex returns accepted», etc. Due to the negligence of ************** we had to waste our time and money ($32.86 receipt was submitted) on return shipping. Later we were notified that our order was "Partially refunded": from the total of $125.78 we received an unexplained amount of $98.39 USD. ************** still owes us a refund in the amount of $60.25 ($125.78 + $32.86 - $98.39). The FAULT of the ************** reveals their worst, actually, non-existent "customer service". If you need tire chains buy them somewhere else.

  Business response

  12/27/2023

  Response to complaint ID ********
  
                  In response to complaint ********, The customer placed 2 orders with us. One order on November 30th, 2023 (****** which was returned) and another order on December 6th, 2023 (******). Both orders are for the exact same chain. The customer did not provide pictures of the 1st order chains being too small. The 2 orders the customer placed where the SAME exact thing. He did not return the 2nd order.  
  Mr. ****** should have provided us with a picture of the fitment so we could verify the issue.
  The customer did not call – he ONLY submitted a return request, which he was given.
  We do have a strict return policy since we sell a very seasonal item. Upon review of his refund, we did deduct the 15% but we DID NOT deduct the outgoing shipping which by policy we should have.
  Due to the negligence of Mr. ****** not contacting us by phone or providing pictures of the poor fitment this case is considered resolved.
  
  Thank You,
  ************* 

  Customer response

  12/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Hello,
  
  No, the case is NOT considered resolved.
  
  ************* is better to read their response to our initial return/exchange request: we are attaching that email, and we will quote it below.
  
  We received chains of unknown size - NO LABELS, sizes, nothing (it is a matter of road safety, how could that be?). It turned out chains are too SMALL: we have used these chains since 2010 (bought from *************!) and we are quite professional to see the problem.
  
  In response to the message of ************* to BBB regarding our complaint:
  
  1. Yes, we placed the second order for the same chains size as a requirement for exchange.
  
  2. To BBB: “Due to the negligence of Mr. ****** not contacting us by phone or providing pictures…” (*************).
  
  a). From ************* attached email: “We do not discuss returns on the phone, if you have more questions or need additional assistance please reply back/ send an e-mail to *****************************”.
  
  b). The customer is not requested to provide pictures.
  
  3. To BBB: “Upon review of his refund, we did deduct the 15%.” (*************).
  
  a). From ************* attached email: “The 15% restocking fee will be waived if a new order is placed.” – Hey, we placed a new order! Why did you deduct?
  
  4. Finally, yes, it is hard for TireChain,com to admit that the fault is on them. Due to their negligence in not providing pictures of both orders (no labels, no sizes, or other chains markings) we cannot verify they sent us the same exact thing. Do they think that returning that stuff is a great joy for us? Wasting our time and money? No comments.
  
  **** ******
  
  ******** ********* ******

  Business response

  01/09/2024

  Hi, 

  We will not go back and forth. 

  We shipped the customer the correct chain, he returned it and then bought the SAME chain. 

  I have credited the 15% restocking fee in the amount of $16.21

   

   

  Have a blessed day. 

  Tire Chain

  Customer response

  01/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  Hello,
  
  No surprises here, it was clear from the beginning that ************* will never admit their fault.
  
  It must be our pleasure to buy the “SAME” chains one more time and to return the first ones? Not speaking of the fact that they send tire chains of unknown size: no labels, no tags, no technical info.
  
  ************** still owes us a refund in the amount of $44.04 ($125.78 + $32.86 - $98.39 - $16.21).
  
  We strongly advise customers to stay away from TireChain.com: such “customer service” is unacceptable these days. Below, to get its taste, we put their “friendly” email reply to our initial return request: it will tell you a lot. Beware!
  
  **** ******
  ----------------
  
  “Hi, thank you for contacting customer service regarding your return. Please use RGA#nnnnnnnn as the RGA#. The RGA# must be on the outside of the package with a copy of the original receipt in the package. The return needs to be received into our returns department within 15 days of the delivery date or it will be refused. Ship your return too: Returns Department 115 Haynes St Johnstown Pa 15901 ************* is not in charge for the return shipping. You are required to organize the return/shipping back to us unless there is a fault on us – then we will discuss further action. Our return/exchange policy was implemented to eliminate the return/exchange that occurs with seasonal products that may never be used. Our return/exchange period is 15 days from receipt of an order. We do not do exchanges. When you need an exchange – You will need to return the item and we will refund you. The 15% restocking fee will be waived if a new order is placed. We do not discuss returns on the phone, if you have more questions or need additional assistance please reply back/ send an e-mail to ***************************** Below is our return policy. Returns must be received by ************** within 15 days of delivery date. Returns for refund are subject to a 15% restocking charge. Effective January 2, 2006, UPS is charging shippers for the return of undeliverable packages, including but not limited to – refused packages and those where three attempts were unsuccessful. Any item that is refused or undeliverable, return shipping will be billed to the customer in addition to the original shipping charges. Chains must be returned in new, unused condition. Credit will be issued less actual shipping charges incurred by **************. RGA # (return goods authorization) required. No returns accepted without RGA number on outside of package. RGA # MUST BE REQUESTED VIA EMAIL – *****************************. EMAIL SUBJECT MUST INCLUDE YOUR ORDER #. No Fedex returns accepted.”

• Initial Complaint

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered two sets of tire chains from the tirechains.com website. I received the order on 11/6/22, I received the item on 11/9/22. On 11/28/23 I requested a return/exchange for a product that was unopened. When making the return request I was told it would take 15+ days for a response to the return request. When I received a message 4 days later stating that all returns must be requested, returned and received within 15 days of delivery or it will be refused, even though they may take more than 15 days to response. I’ve attempted to resolve the issue but they refuse to speak over the phone about returns and do not response to messages. I want to return and be refunded for the items.

  Business response

  12/14/2023

  Hi, 

  The customer was given the return Auth, obviously, tirechain.com is accepting the return. 

  He should return the item. 

  We told him he is allowed to return. We are in the height of the busy season. We do the best we can 

  to respond in a timely manner.

  Thank You

  Tirechain.com

  Customer response

  12/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21004449, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  Jeffrey Bair

• Initial Complaint

  01/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On January 10, 2023 I purchased a specific Konig tire chain model and size from TireChain.com based on their website indicating that this model and size was compatible with my vehicle and its tire size. When I received the chains I noticed that Konig listed the compatible tire sizes for these chaIns on the chains carry box label, but that my tire size was not listed. I called TireChain.com customer service to ask about this. They told me that despite my tire size not being listed, the chains were compatible with my vehicle. I didn't feel reassured, so I contacted the manufacturer. Konig replied that both the model chain I was sold was incompatible with my vehicle, and the chain size I was sold was incorrect for my car's tire size, even if my car could accommodate the style of chains I was sold. I initiated a return of the chains with TireChain.com. Despite this being TireChain.com's mistake, having indicated that the model and size chains they sold me were compatible with my vehicle when the manufacturer insisted they weren't, TireChain.com wants me to pay the shipping to return the chains. TireChain.com would not acknowledge their responsibility for their error. My phone number was then blocked by the company, so I couldn't reach their customer service to discuss the matter. They say I needed to communicate by email only. I replied by email, and have not received any further response from the company. All I am asking is that they cover the shipping cost on the return.

• Initial Complaint

  01/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  a person who refused to call me or identify themselves canceled my order without my consent. they claimed i was rude, but all i did was point out that i regularly receive heavy/large items at my po box, hence their training for refusing to use my address for shipment was false and i suspected they were lying to me. so, look. you absolutely could have sent tire chains to my po box. i receive boxes of books that weigh over fifty pounds. your chains are not that heavy. you refused to do it because you didn't want to inconvenience yourself. you refused to give me your name/number or call me because you know i'm right. and you choose to hide behind anonymity and text messaging. if anyone was rude it was you for not calling me and for not identifying yourself. i have your phone number though and would be happy to provide it to the owner. maybe you are the owner and you don't care. in any case, you don't deserve my business, nor can i imagine that you like your work much, if you can't see to handling orders and having your website set up properly. if you won't ship to p.o. boxes, you should really do what other businesses do in that case, instruct your website not to accept them as valid. otherwise you're just angering potential clients. as your website is set up to accept my address, you should make every effort to make good on the sale and should assume that i ordered these chains because i very much needed them, and noe you've set me back valuable time, and caused a complete lack of trust in your business which you claim to manage. i've been a business owner. if anyone who worked for me treated me like you did, i would fire them. not only did you cancel my order against my protest, you refused to even have the conversation and then you blocked my number from calling you. i was not rude, i was in need. i was refused service without reason.

  Business response

  04/06/2023

  Response to complaint ID ********
  
  In response to complaint ********, ***** placed a order on January 15th 2023 on *********.com. He checked out and selected UPS Ground as the shipping method and agreed to pay extra for the UPS Ground service when we have free shipping unless you need UPS shipping service. We contacted the customer on January 15th requesting he provide us with a UPS deliverable address. He absolutely refused. 
  1.Mr. ********** requested and paid for UPS GROUND 
  2.The particular tire chain he needed would not ship USPS 
  His accusation that it would have been inconvenient for us to ship USPS is false, we ship hundreds of our items by the untied states postal service. His particular item, a diamond chain, does not fit in the USPS postal boxes we use for shipping as well as the weight. 
  The customer was not willing to give us a UPS deliverable address so with no other option his order was cancelled and a full refund was issued.
  I have attached a photo of his order showing he chose UPS specifically. 
  I have attached text thread of his unwillingness to cooperate with tire chain company. 
  This case is considered resolved. 
  
  Thank You, 
  Tirechain**** 
  
  

  Business response

  04/10/2023

  Response to complaint ID ********
  
  In response to complaint ********, ***** placed a order on January 15th 2023 on tirechain.com. He checked out and selected UPS Ground as the shipping method and agreed to pay extra for the UPS Ground service when we have free shipping unless you need UPS shipping service. We contacted the customer on January 15th requesting he provide us with a UPS deliverable address. He absolutely refused. 
  1.Mr. ********** requested and paid for UPS GROUND 
  2.The particular tire chain he needed would not ship USPS 
  His accusation that it would have been inconvenient for us to ship USPS is false, we ship hundreds of our items by the untied states postal service. His particular item, a diamond chain, does not fit in the USPS postal boxes we use for shipping as well as the weight. 
  The customer was not willing to give us a UPS deliverable address so with no other option his order was cancelled and a full refund was issued.
  I have attached a photo of his order showing he chose UPS specifically. 
  I have attached text thread of his unwillingness to cooperate with tire chain company. 
  This case is considered resolved. 
  
  Thank You, 
  Tirechain.com 

• Initial Complaint

  11/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I ordered tire chains from TireChain.com on 10/18/2018 for possible emergency use when driving in the mountains in the winter. I never had occasion to use these chains before now. Because I am leaving for a hunting trip to the mountains later this month, I attempted to "try on" the chains before my trip. I discovered that they do not fit, and don't come within 6 inches of fitting. I spoke with "Anna" at TireChain.com customer service on October 31, 2022 to explain my issue. She made multiple accusations about why the chains don't fit, including that my tires (Michelin Defender LTX M/S 275/60R20) are Load Range E Tires. These tires, according the the manufacturer are NOT Load Range E Tires. Anna promised to look into solutions for me and call me back before day's end October 31, 2022. She did not keep her promise. I called customer service multiple times on the morning of November 1, 2022 but kept getting my call disconnected without anyone answering after waiting between 4 and 10 minutes. Then the company blocked my telephone # as well as my wife's telephone number after I used it to try to call customer service. This call blocking scheme is complained about in multiple other customer's complaints. Notable is that if I were to use the TireChain.com website today to re-order tire chains for my vehicle, I would be directed to the exact chains, part # 3227sqb, that provably do not fit. I pointed this out to Anna on Oct 31 and she could not deny it. Today, I used my mother-in-laws phone, got through to "Alyssa" in customer service, and she would not help me, instead said I had to use email to resolve my complaint. I asked for a supervisor and again was rebuffed. I did receive an email response that had many wrong facts in it and did not resolve my complaints. The customer service at this company is non-helpful, evasive and unethical.

• Initial Complaint

  02/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $880 to this business, they never delivered the product and refused to refund my money and have now blocked my phone# so I can no longer contact them. I want my money or the product I paid for and a formal apology from the company for refusing to talk tome

  Business response

  03/08/2022

  **** ******** purchased chains off us on February 11, 2022. We fulfilled the order the same day and shipped.'

  Customer called us on February 25th requesting tracking on his items- one of representatives communicated with him that it had been returned back to tirechain.com because the address he provided was not a USPS deliverable address. This customer selected the "Free Shipping" option. Free Shipping option allows the company to select the shipping method. Next to the free shipping option, we do offer UPS and FedEx options to allow customer choose their preference. 

  During the call, Matt chose to use vulgar language upon finding this out. Our representative told him we would reship the order UPS however the customer would have had pay UPS shipping charge. This would have been the exact same charge that he would have paid if he purchased it at the time of purchase. He refused to accept the error or paying for the additional shipping. 

  He followed up with an e-mail, and wrote misrepresented reviews and contacted the BBB. 

  The customer has been refunded per our return policy. 

  This case is considered resolved. 

  
  Thank You, 
  Tirechain.com 
  

  
  

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought chains for my tractor with a standard size industrial tire(10-16.5) spent more than 2x my local dealer but they looked better. They are not even close to fitting, the company’s answer is, all tire manufacturers are slightly different. (Not true or to this extent, more than 25% size issue)And we can send some extension pieces that you can use to modify your chains that were supposed to fit(no money refunded for time, aggravation or for having to own field modified $800 chains). I was told this is my only option so I took the extensions. This is probably a 8 hour job that is hazardous(requiring grinding and cutting) because the extensions they sent were not the right link count) I’m not going to risk cutting my hand off fixing something that isn’t my responsibility

  Business response

  02/14/2022

  ******* ****** purchased chains off us on November 25th 2021. We fulfilled the order the same day and shipped. 

  
  ******* sent us an e-mail on December 3, 2021 stating he had a gap (a section of the tire where there was no chain). This is common; it can be expected with different tires and manufactures. We know this and try to accommodate each customer regarding. 

  
  Tirechain.com did not deny ******* the opportunity to return, he never asked us to return. Never did we limit him to the sole options of extensions, We offered to send extensions to the customer free of charge and he politely accepted on December 8, 2021. 

  
  As for the extensions being incorrect, this is the first time we are hearing about this. Had we known prior we would fix it immediately and had ******* expressed he wanted to return- no problem! Tirechain.com would bring the chains back for credit 

  
  Thank You, 
  Tirechain.com 
  

  
  

*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. ↩