Complaints

• Initial Complaint

  05/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had purchased online tires from ************ and the tire branding that we selected was Continental tires. We were preparing for vacation travel the following week. We took the 4 brand-new tires to ******** ****** in Owings Mills for mounting on our Venza. And when we picked up the vehicle that evening we noticed the car was pulling hard to the right. The next day we made a call to the Toyota dealership that there was an issue with the car. Initially, we thought the car alignment was knocked out but we had recently had that service done(documented). After the Toyota representative test drove the car he stated that the new tires were defective and unsafe. We have this documentation from the dealership. So we purchased a new set of tires from the Toyota dealer because the old tires they took off the day before were discarded. Leaving us no choice but to spend more money. We brought this information back to ************ customer service multiple times while on vacation with no satisfaction! We escalated to the manager as days went by with no calls. Once we finally got them on the line they continued to say there is nothing they can do...they said to call the manufacturer which is Continental. The lady said there is nothing they can do either which makes no sense. We paid $1000 for a set of defective tires that we cannot use. Where is that fair to the consumer to trust that a product is reliable? People use online purchases regularly and there should not be any issue where you cannot make a return for something that is defective. We were even willing to swap out the tires for a different size but they wouldn't do that. So we're out of the $1000.00 for the ************ purchase then we had to purchase new tires and mounting from Toyota. This isn't right and we need help getting answers. If nothing else refund us for the defective tires or make the exchange for a different size that isn't defective or unsafe.

  Business response

  05/23/2023

  Thank you for bringing this issue to our attention. We pulled up the records for Mr. ******** and see that we were notified on May 10th, 2023, by the retailer that a separate BBB complaint was filed against them by Mr. ********, and they have agreed to process a credit to him. Since the retailer resolved this, we have closed his file.  

*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. ↩