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:04/16/2025

  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.

  Wheels took 3x longer to get here than originally quoted. They finally come and they are missing all the lug nuts, adapters and center caps. Cannot get a hold of any live person at this company. No one has an answer on why its missing pieces and where they are. Now my truck is in pieces and no one has an answer after waiting 3 months. My truck is in a thousand pieces and now I am paying to put it all back together since I cannot get an answer from anyone at this company. Salesman never answers his phone but answered every time when I was trying to buy the wheels. STAY FAR FAR AWAY AND BUY ELSEWHERE.

  Business Response

  Date: 04/17/2025

  We apologize for any inconvenience and do show that our team provided an ETA of ***** days for the build of these wheels originally.  This is an estimate directly from the manufacturer that can change at any time as we do not have control over production timelines.  As for the accessories, our team has since expedited these to the customer.  Thank you.

  Customer Answer

  Date: 04/17/2025

  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.
  
  Nobody has expedited me anything. You were supposed to send the vendor three *** labels today and you didnt do it in time. I reached out to the vendor directly and sent them my own ***** labels which cost me $348. I still have not received the accessories that I paid for and cannot confirm if they are even correct or complete. I would also like my money back for the shipping I paid for items that were missed that I had already paid for   
  
  Regards,
  
  ******* *****

  Business Response

  Date: 04/23/2025

  Accessories for this order were sent on 4/17 and delivered on 4/18, which confirms they were expedited.  As for the matter of the labels, our team was in the process of working with the vendor to provide said labels but it was decided upon to not use said labels which would have been provided the same day.  If there is a request to be reimbursed for other labels, we'd ask that our team is provided with a receipt for this cost.  Thank you.

  Customer Answer

  Date: 04/25/2025

  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.
  
  I sent my own label because the manufacturer told me you guys did not respond to him after several attempts about him trying to get a label from you. Attached are the invoices totaling $1053.05 to get them shipped to me after taking my own time out of my day to make sure you guys did your job correctly. Also, there was only 35 PSI in each tire upon arrival (they require a minimum of 60 PSI). There is also no weights or balance beads in 4 of the tires. It rides terrible. Original attached invoice shows wheel balancing and balance beads included. Now I have to take it to another tire shop and have them all balanced which I paid you for already and you did not do. Please expect another bill from me for that.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:03/17/2025

  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.

  Vendor is far behind the due date for delivery and has refused to do anything to expedite the delivery. I'm not under contract with the shipping company, only Custom Offsets are, they should have leaned into their Shipper to deliver it over the weekend when I offered to extend their delivery date. For some reason they incapable of this simple task. 0/10 would recommend doing business with them. If they cant get it delivered today I will be escalating this to small claims court.

  Business Response

  Date: 03/17/2025

  This order was placed on 3/2/25.  We provide an ETA for delivery on our website based on a customer's zip code and historical delivery time lines to their specific area.  At no point was a delivery date promised and we've expressed our typical shipping timelines.  All of this information has been relayed multiple times and can also be found on our FAQ page at *********************************************************************; Thank you.

  Customer Answer

  Date: 03/17/2025

  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.
  
  Order was placed with a shipping delivery date of 3/13.  On 3/14 they informed me they where behind schedule and without updating me via email or via their online account now wanted to set delivery for 3/20.  I and to call them and their 3rd party for this information, they made no attempt to let me know they were going to be late. As this was not even remotely acceptable of a delay I offered to extend their delivery window to 3/17.  No efforts where made to make this happen, and they are still asking for a 3/20 delivery date.  While they are happy to dump the blame for the late delivery on their 3rd part shipper, they have zero interest/ability in getting them to adjust to a more realistic delivery window.  
  Regards,
  
  ******* ******

  Business Response

  Date: 03/18/2025

  Again, the shipping date that is stated to have been 3/13 is an ETA, or estimated time of arrival.  At no point has there been a promised delivery date and any delay is due to variables that are uncontrollable.  It is also very clearly stated that these dates are estimates on our FAQ page and are at no point a guarantee. All of this information can be found on our website's FAQ page that we've linked here: *******************************************************************;

  Customer Answer

  Date: 03/18/2025

  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.
  
  Again this has STILL yet to be delivered.  They failed to notify me they would be late outside of the scheduled delivery date, and have made no effort to delivery it.  I was willing to give them an addition 4 days to be late, but they've made no effort to get it here timely.  There is no reality in which A. It should have been late nor B. It would take more than 2 days to deliver.
  
  Regards,
  
  ******* ******

  Business Response

  Date: 03/24/2025

  As of 3/21, we show that the carrier has been attempting to schedule a delivery appointment with this customer.  We'd advise the customer to contact the carrier to schedule their delivery.  Thank you.

  Customer Answer

  Date: 03/25/2025

  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 have had to call the shipping company daily to get any progress.  They let it sit in ************ for 7 days before the bother shipping it out and have refused to give the delivery dates/times I've offered.  We are tentatively scheduled for today 3/25 but that's a full 12 days late.

  
  Regards,
  
  ******* ******

  Business Response

  Date: 03/26/2025

  This order was delivered as of 3/25.  Thank you.

• Initial Complaint

  Date:03/16/2025

  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 rim and tire package from company including wheel locks and ceramic coating on 1/26/2023 in the total amount of $2,072.31. Expected delivery was 2/13/2023, actually delivery wasn't until 5/22/2023. I ordered the wheels early on as other business stated that they didn't have these wheels in stock and because I previously ordered wheels for another personal vehicle of mine from custom offsets as well as referred friends and coworkers I used them again to purchase rims for me classic truck. My classic truck was put in the bodyshop to have a full body and paint restoration which took longer than expected. I received my wheels and left them in the original package in my basement as to not have them get dirty or damaged, upon opening in October of 2024 to have the paint color matched up to do airbrushing on my truck to match the wheels I noticed that the lip of that particular wheel was damaged from when the tire was mounted onto the rim. I contacted the company via email which they responded to send pics and check the other wheels, upon opening the other wheels another wheel was damaged as well as 2 wheel weights had fallen off the other wheel as well. This company says they have a quality control inspection, orders sent out in perfect condition, but 2 off my wheels were noticeable damaged, packaged and sent out anyway. But due to their policy they will not honor a resolution other than me trying to resell them on marketplace which would be less money and the wheels have not been installed on vehicle. I spent $257.50 to have a mobile company repair and I want to be reimbursed and I have to spend another $20 to have the wheel that 2 wheel weights fell off in the packaging rebalanced as well. If they preform a so called quality inspection before shipping orders that is supposed to be sent in perfect condition my wheels should have not been packaged and sent out in this condition after spending $2,072.31 and waiting 5 months to receive my order.

  Business Response

  Date: 03/18/2025

  We ask that all customers inspect their packages upon arrival and do ask that all product is inspected prior to the carrier leaving the delivery so that any possible damage related to shipping can be logged.  The order was delivered on 5/22/23 due to the fact that these wheels were knowingly ordered while being on a backorder, meaning that it was agreed to wait out the backorder to secure a set of these wheels.  Despite the delivery being in May of 2023, we were not informed of any damage/issues until 10/23/24.  At this time, we were informed of one wheel having damage and we again, asked the customer to inspect the entire package.  However, this was not followed up upon until 3/6/25 and due to extremely long timeline of this matter, we are unable to provide further assistance.  We apologize but are unable to proceed with any reimbursement.  Thank you.

  Customer Answer

  Date: 03/18/2025

  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.
  
  [Please type your response here.]
  I understand the time is was delivered as I was not there when the package was delivered.  The simple fact of the matter is when some one pays over $2000 for a product it should have left your place of business damaged in the first place.  I stated the dates on there because after waiting that amount of time to receive them who wants to spend that type of money to receive a damaged product and there is no way that whoever packaged them or so called do your quality inspections would not have seen that but you all proceeded to sent out damaged product after I spent my hard earned money for something that should be in perfect condition upon purchasing.  Not matter the time frame, I ordered plenty of parts to have ahead of time for my restoration project to have on hand when it was complete, everything else was in perfect shape which as it should when someone spends there money.  I should not have to pay extra money to have brand new wheels repaired that as well as getting on rebalanced because of poor craftsmanship at your location.  I also see on Yelp that there are plenty other complaints about the same issue with damaged wheels, improper balancing, poor customer service after customers send thousands of dollars to receive damaged product.  All I am asking is for my money back that I spent for the repair which I should have had to do.  Regardless of the 30 day policy or not and having to wait the rims SHOULD HAVE NOT been shipped out damaged and you all would have had to replace them or exchange regardless which that would have costed more than just taking accountability and refunding what I had to pay extra to have new wheels repair as well as having one balanced which I paid you all to do already 
  Regards,
  
  ****** *****

  Business Response

  Date: 03/24/2025

  We've since made the exception to refund this customer the cost of the wheel repair and consider this matter closed.  Thank you.

• Initial Complaint

  Date:03/12/2025

  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.

  12-13-2025 $1500 Company does not want to take fault on the product not fitting my vehicle they guarantee wheel selection to fit vehicle. I now have $1500 wheels and tires sitting that i am not able to use.They told be to sell them locally was their solution

  Business Response

  Date: 03/14/2025

  Our team is actively working with this customer to make an exception for a resolution despite the fact that a test fit was not done properly and there are variables that were not presented to us at time of purchase.  We'll continue to work towards a resolution with this customer.

• Initial Complaint

  Date:03/03/2025

  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.

  was sent this wheel with a set of four and one of the four is missing the paint as you can see in photo spoke on the phone prior to installing, and was told that they would replace it regardless if it was installed or not the company is trying to make me pay for the shipping of a new wheel that I would be paying for due to this wheel missing paint they would discount the new wheel and credit the old wheel once returned or keep for a spare and pay full price plus shipping of a new wheel I feel this is absurd and wrong as not one person orders 3 wheels all 4 have to match or the entire sale is worthless to have 3 rims match and have a 4th not even the same color in the event I cant find this wheel anywhere else my entire investment in these wheels is gone I cant sell them to regain the cost if they do not match nor can I get a reasonable solution they should cover shipping of a new wheel and credit the amount of the defective wheel as I paid for a wheel that matched the others

  Business Response

  Date: 03/04/2025

  Our team has since addressed this matter with the customer and a replacement wheel will be shipped free of charge once it is back in stock.  Thank you.

• Initial Complaint

  Date:02/27/2025

  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 rims,tires,and a lift kit mounted and ballenced. When i got the lift and rims and tires mounted. I had noticed a hge shaking in my truck. I took the truck into Les schswab tire in ***** ****** . They stated the tires had excessive run out them and could not be used. They recommend replacing all of them. I took the truck to a second shop ;Discounttire in ***** ****** for a second opinion. They said the same thing. I have proof. I bought this from Custom Offsets on black fridasy and still cant use my truck . Custom offsets has slow played this for months now and they don't want to warranty it. They want the manufacture to warranty it and there slow playing this with no resolution to this point. I need to move on from this. I would like my money back . I think they should have to pay me for the time that my bussiness truck has been out of use. I own my company and this has impacted me greatly. I have a file that is ******************************************************* by email so i can send my supporting documents?

  Business Response

  Date: 03/04/2025

  Our team has actively been working to received DOT cutouts per the manufacturer's warranty guidelines/requests.  We do not have control over this request and it is fairly common to be done within the industry as it ensures that tires with defects are not resold or put back into circulation.  We'll continue to work with the customer on ways to see this resolved asap.  Thank you.

• Initial Complaint

  Date:02/25/2025

  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.

  Sold me wheels that dont fit on truck and wont refund. This people are selling wheels that they cant confirm fitment. Scammers

  Business Response

  Date: 02/27/2025

  We apologize for any inconvenience but it should be noted that these wheels do in fact fit, but the issue/concern at hand is that the axle/hub protrudes from the rear wheels.  This means that the center cap cannot be installed.  This would not be considered a wheel that does not fit.  To couple with our current stance, there were also 3rd party tires installed and these wheels were driven on prior to informing us of the center cap concern.  Due to this and in alignment with our return policies, we are unable to accept a return on any product that has 3rd party tires mounted nor are we able to accept product that has been driven on as it is considered used.  Thank you.

• Initial Complaint

  Date:01/22/2025

  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 on 11/4/2024 5076.83$Shortly afterwards received 4 wheels and tires which one started leaking air Was told the 5 th wheel was on the way in which this was another wheel that was leaking air as well and said it was fixed upon arrival you could see soap marks to see if it was leaking .. which at a certain psi they do .. they sent out wheel knowing it was leaking .. so took it tire shop as was told to do to have them remounted . Tire shop found wheels were defective.. now after finding this they want me to pay for 2 new wheels and if manufacturers are at fault I get my money backthis not right I have had wheels sitting in my garage waiting on them now a refundable warranty . I just want 2 wheels that dont leak so I can enjoy the money I have already spent but whos to say what if other wheels do the same. Manufacturer should stick by work not looking for anything else then what I paid for but I will get a lawyer and push back if not fixed and go from there

  Business Response

  Date: 01/27/2025

  Our team is currently reviewing this matter and will be reaching out to the customer shortly to discuss moving forward toward a resolution.  Thank you.

• Initial Complaint

  Date:01/13/2025

  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.

  In late December we ordered 4 wheels, they are (x4) BR008MD20108018N / 20x10 Black Tan Wheel Black Rhino Alpha BR008 8x6.5 -18 wheels. We received 4 wheels but they are incorrect, the wheels received are (x4) BR020MX20906812N / 20x9 Matte Black Wheel Black Rhino Diamondback BR020 6x5.5 -12 wheels. We have been in contact with Custom Offsets almost daily trying to resolve this. My concern is that we have been informed the wheels have shipped from a 3rd party, however we still do not have any tracking information. If the vendor has shipped our order, they have a tracking number. This is causing a lot of issues for us, including shop time for the wheels and other repairs done at the same time. Not to mention we have an issue with storage place, with 4 large boxes of wheels we didn't order.

  Business Response

  Date: 01/14/2025

  Our team has provided tracking information to this customer as of 1/13.  The associated tracking can be seen below as well. 

   

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

  Customer Answer

  Date: 01/21/2025

  [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 ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** ******
  

• Initial Complaint

  Date:01/03/2025

  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 my son a set of wheels in June of 2024. They were TIS, model 547C, wheel size 20x12. The cost of the wheels was over $2,000. One of the wheels has started to pit and rust. My son regularly washes the wheels with soap and water. We contacted Custom Offsets about this issue and submitted a warranty claim. The response that we got was that the submission was declined because pitting is often considered a result of an external factor. I would understand if all 4 wheels were showing the same signs of rust and pitting but, it is just one wheel. All of the wheels have been exposed to the same chemicals and environmental conditions. These wheels are less than 6 months old. All we are looking for is the one wheel replaced. If that cannot be done, then I would like to request a full refund to look at purchasing different wheels for my son's truck.

  Business Response

  Date: 01/06/2025

  The pictures provided by this customer show that the wheels were not properly cared for.  Pitting of that nature is not something that suddenly pops up and is a direct result of improper care.  We were informed that these wheels were cleaned on a biweekly basis and we recommend cleaning chrome wheels at the very least once a week to avoid any issues of this type.  We apologize for the inconvenience but the issue at hand is not covered under any warranty and we are unable to provide a replacement at this time.  Thank you.

  Customer Answer

  Date: 01/06/2025

  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.
  
  No where in the care guide does it say to wash them weekly. Again, if it was due to external circumstances and care, all 4 wheels would be showing the same issues.

  Regards,
  
  **** *****

  Business Response

  Date: 01/10/2025

  Again, we are unable to assist in replacement of this wheel given that it is not covered under warranty.  All warranties are handled by the respective manufacturer and TIS specifically does not cover pitting or surface rust as can be seen via the link below.  We apologize but a replacement is not due at this time. 

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