Complaints

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this business for buying tires and lift kit to install on my truck, the tires I wanted were a special order and would take 2 days to get , I gave them $2070 dollars on December 6th , 4 days passed and I called them and they said they could not get those tires , so I asked if they could get another common brand they said yes, so I ordered 4 of those tires and a week goes by and they said they could not get those tires they were out of stock, then they recommend Toyo tires and they could get them in 2 days , a week goes by and I call them and they are waiting for the ties it may be next week , which is the week of Jan.6th so I told them I wanted my money back and they said they don't give money back on special order tires but I never got special order tires they were discontinued, so I call today and they don't answer my call so I show up today Jan.6th and they said they had my tires I can't get a refund they are special order , I never special ordered the 3rd set , so I said I want my money back it's been ***************************************************************** ********* 30 minutes away ? They don't have any tires for me, that's all I want is my money back it's been 30 days and no tires I never special ordered the 3rd different set of tires , I want my money back

  Business response

  01/16/2025

  12/15/2023 Was the first time this customer received a quote from us for a lift kit and tires, he was not ready to proceed at that point.10/14/24 the customer contacted us again for a new quote with a ready lift kit he was going to purchase and some Nitto Ridge Grapplers. At this time he still wasnt ready and said he would contact us when he was. On 12/4/24 the customer contacted us and let us know that he was receiving a bonus at work and would love to get his Ready-lift kit installed and order tires. He let me know that the tires he was interested in ordering were the discontinued ******** Duratrac tires. We do not carry any overhead in either of our locations and all parts are special ordered for each customer or job that we do. They werent available online but one of the suppliers we work with said that they were available to special order. The expected delivery date would be 10 days but because the tire is discontinued, they couldnt guarantee that date and  would keep us updated. I let the customer know that the initial *** is 10 days but that the delivery date could be pushed out since they are a discontinued item. He said that he didnt mind waiting and let me know that he would call to make the payment for the tires as soon as the check cleared. 12/6/24 the customer called and made a payment for $2000.00 for the cost of the tires. We ordered them and let him know that we hope to get them in a couple weeks but that we do not control shipping and cannot guarantee anything. I let him know that he was welcome to call anytime to check the status. He called the following day and multiple times within those 10 days. On 12/17/24 he called us, I checked with the supplier and the delivery date was pushed out until after Christmas. The customer was ok with waiting since the holiday was coming and we were closed most of the week of Christmas. On 12/27/24 he called in again for an update, and again I reached out to the supplier for an update.  The delivery date had been updated to 1/11/25. I called the customer back and asked if he wanted to continue to wait or if he would like to explore other tire options.He said that he would like to look at different tires. We made some suggestions and he said he would like to do some research and call back. He called back a couple days later and said that he liked the Nitto EXO or the Nitto Recon tires. We looked everywhere online and called all of our suppliers and no one had them available. He called on 12/31/24 and said that he was going to order the Toyo Open Country ATIII. We ordered them immediately and it usually takes 2 days but it was the New Years holiday. On Friday 1/3/25 at 12:53 PM  he called for an update and I let him know that since we are closed on the weekend the tires would be here on Monday 1/6/25. Up until this point the communication was pleasant and he understood the delays. When we hung up the phone everything was pleasant. He then called back at 3:59PM saying that he decided to go a different route and he wanted to cancel. I explained that we do not refund any special order parts which is written on all of the invoices that he had received since 2023.  We are closed for the weekend so I explained that his tires would be here Monday and we could get him scheduled immediately.He said that he just wanted to go another route. Monday morning 1/6/25 he showed up asking for a refund. I again explained that we cannot refund them since they were special ordered for him. I let him know that we were having them picked up from the supplier in ********* and they would be there in about an hour. At this point he was very unhappy and said that he would report to BBB and that he would be back to get his tires. That evening he had a different shop call and ask to pick the tires up, but I explained that I needed the customer to come in and sign a release stating that the tires were in his possession before they could pick them up. The next day, Tuesday 1/7/25 the customer showed up with his daughter to pick up the tires. He was very friendly, he signed the paperwork, we offered a refund of the difference in cost which was roughly $30. He declined and said that we could keep it for the inconvenience. The tech rolled the tires out to the vehicle and he loaded them up. It was a very unfortunate end to what had  been a pleasant exchange the entire time. I apologize if I missed a call 1/6/25 before he came in. I do my best to answer every call or return the call ASAP. I know that this complaint was filed 1/6/25 before he picked up the tires on 1/7/25 so I hope that after our interaction on the 7th that he is satisfied with the outcome and that he was able to complete the work elsewhere. 

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