Complaints

• Initial Complaint

  12/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered a set of 4 tires and originally only received 3. This company claims *** Ex lost the 4th unit. Nearly a week after receiving the original 3 tires I received the 4th. During installation a defect was noted. Company states that the tire must be returned at my expense and the claim process could take ***** days and if approved the replacement could only be shipped at my expense. This company has made no effort to resolve this other than offering to charge me more money and waiting nearly 2 months for a replacement. These are tires and not something that can reasonably be delayed. No refund, return or replacement of any kind has been offered by this company.

  

  Business response

  12/27/2024

  Dear ****,
  
  You are disputing the value of the entire order for $603.00 (four tires). However, you indicate an issue with only one tire valued at $150.97.
  
  Additionally, based on the information you have provided, the damage you are referencing looks to have been caused by installation error from your local shop; most likely the spoon tool slipping and impacting the tire sidewall during mounting.
  
  We can continue to follow the warranty process as proposed with no guaranteed outcome, or you can work with your local shop to find a solution for installation damage.
  
  Thank you,
  BB Wheels

  Customer response

  12/30/2024

   I am rejecting this response because:
  I am NOT disputing the value of the entire order, only the single tire. Since the original problem, your team has not offered any help or resolution until I made a big deal. Your team assured me I had the extended warranty which I did not receive. Your proposed resolution for the damaged item was for me to handle it at my expense. 2 local independent shops not involved in the original installation have agreed this was a manufacturer defect and your company has offered nothing more than a statement of basically it's MY problem, not yours. All I have asked for is to replace the 1 bad tire, nothing more.
  
  

  

  Business response

  01/10/2025

  Dear ****,
  
  While we appreciate you offering insight from other alternative shops, this is a matter between you and the shop that did the installation.  As previously indicated, we will gladly work with you to follow the warranty process as requested by the manufacturer if you cannot find a solution with the shop that did the work and caused the damage while installing.
  
  Thank you,
  BB Wheels

  Customer response

  01/13/2025

   I am rejecting this response because:
  Again...this was not damage result of installation, this is manufacturer defect. Your team has seen two pictures and made a determination to avoid responsibility for selling a defective unit. It is clear you have no desire to resolve this issue. Shipping to and from, plus the cost of the replacement is more than what the unit cost was and you know that. So I guess you guys win. I will send this to small claims to try to reach a resolution that way since your only offer is for me to bear all expense for you selling a defective unit that wasn't even within your "fault". A simple $150 replacement would have resolved this, but you clearly do not want a resolution. And none of this even addresses the lies from your sales team that I have copies of and have offered to disclose that would have made this an easy and amicable resolution. If one of your team would like to contact me directly, I will be happy to share copies of a transcript of your sales person flat out lying that would have resolved this easily. Thanks!
  
  

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have attempted to purchase 8 ****** tires from BB wheels on 11/17/2024. Thus far no tracking and no tires received. **************** is poor to say the least. ****** the agent for BB wheels has been updated several times that my tires were not being processed. No tracking and no shipping. ****** assured me the tires were being shipped and would be delivered by 11/27/24. ****** has provided no real help in this matter after numerous contacts that the tires were not shipping. Nothing has happened with this order in over 10 days. Bb wheels encouraged the purchase of a road hazard package through another company. I did my own research and it was obvious the road hazard insurance DID NOT cover commercial truck tires. Bb wheels said to say the tires were for personal use. This is insurance fraud in my opinion. I had them cancel this plan as it does not cover my tires. After this experience and NOT receiving my tires, tracking, or any reasonable customer service, I am doubtful I will receive any tires and may have been scammed by BB Wheels. This is the worst customer service and experience with a tire seller I have ever encountered.

  

  Business response

  12/11/2024

  *****,
  
  Our family apologizes for any inconvenience and will review all relevant information to learn, provide training, improve, and move forward to provide our customers with the best experience possible.
  
  Your tires have been delivered and are in your possession, per the tracking provided to you in accordance with our terms and conditions.
  
  Sincerely,
  BB Wheels

  Customer response

  12/12/2024

   I am rejecting this response because:  Your customer Service stated the order could be cancelled for full refund on 11/29/24.   Order was cancelled immediately on 11/29/24. Order was cancelled after you failed to deliver as promised.   Your staff refused to answer my email asking what I should do with the tires you shipped after the  order was cancelled.   Your customer service is terrible.  Those  filthy awful looking tires were almost three years old.   Dispute filed with affirm.  Feel free to pick up your tires after scheduling an appt.    Please anyone reading this do NOT do business with Bb wheels.   They send out dated tires, miss deadlines, and are crooks.   Customer service is terrible and slow.   ***** *********
  
  
  

  

  Business response

  12/13/2024

  *****,
  
  Our family apologizes for the inconvenience and will look into all opportunities to learn and improve. Unfortunately, we have limited capacity to stop orders once the product has been processed.
  
  Here is our policy regarding canceling orders.
  *******************************************************************************
  
  All tires we sell are new, unused, and within DOT guidelines.
  
  Unfortunately, since you opened an Affirm dispute, we must follow the processes Affirm has set forth to settle this dispute.
  
  We are sorry for any inconvenience,
  BB Wheels

  Customer response

  12/16/2024

   I am rejecting this response because:
  
  1. Bb wheels customer service told me the order would be cancelled for a full refund.  Then they still sent cancelled order.

  2.  Bb wheels is selling very old, very dirty, tires stored in poor conditions.

  3.  Tires were not shipped timely. Bb wheels missed delivery date specified by policy and customer service.  Order was cancelled.

  4.  Anyone reading please do not order anything from Bb wheels.   

• Initial Complaint

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went to BBwheels to purchase tires Oct 7. I manually entered tire size and then it asked me to put in my make/model etc and THEIR page automatically changed my tire size based on that to a different size.They then shipped these tires to me and are attempting to make me pay nearly 65% of purchase price of these tires to return them.Side note when email confirmation was sent we had lost power/internet and our home in ****** so even if I wanted to check i couldn't. Regardless I know what I ordered and it's apparent they are running a scam by changing tire sizes so they can scam people out of money. When you call they pass the **** saying they only "drop ship" and they can't help you.They sure helped themselves to my money though.

  

  Business response

  10/21/2024

  ***-*****,
  
  You placed your order on October 7th, 2024, without assistance from a BB Wheels fitment expert. After confirming and completing checkout, you instantly received an order confirmation email. BB Wheels fulfilled the order precisely as you placed it.  
  
  It is our goal to provide the best experience possible. As a family-owned business, we have every incentive to help our customers get the right product for their specific fitment needs. Sending the incorrect product does not benefit us.
  
  Understanding the difficult circumstances you find yourself in due to the storms, BB Wheels will waive the restocking fees associated with this order. You are responsible for shipping and returning the product to us in new and unused condition.
  
  Thank you,
  BB Wheels

  Customer response

  10/21/2024

   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.

  I will request that seller sends me a return authorization # to ********************** and I will return them tomorrow via fedex.

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I found tires on There website that were a great price so I purchased 5 tires. I received confirmation and a ***** shipping number. 7 business days pass and I text the company and I was told order looks good on its way. I get a call for Someone named **** the next day to tell me they have to cancel my order because they no longer have my tires in stock but yet when you go on there website they have the tires for sale just at a much higher price.

  

  Business response

  10/10/2024

  Julius,
  
  We understand that this situation may have caused you inconvenience.  Our family does our best to provide a positive shopping experience, but unfortunately, inaccurate data was propagated to our website.  As soon as we discovered this issue, we contacted you and provided options for a resolution.  We could not find a resolution that was acceptable to you and have since refunded you in full.
  
  Please see our terms and conditions regarding Pricing and Availability.
  
  https://www.bbwheelsonline.com/terms/
  
  Sincerely,
  BB Wheels

  Customer response

  10/11/2024

   I am rejecting this response because Troy Did not try very hard to help me get a new set of wheels at a reasonable price seem like he really didn’t care. The day I bought the tires from BB wheel there were a few websites offering great deals on tires that I passed up. BB Wheels does not care about Customers.
  

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased 4 tires from BBWheels. 2 of them are defective. As requested by BBWheels, I sent proof of the defective tires. *** hides behind a return policy that entails the customer absorb all cost for returning defective tires. This includes dis-mounting the 2 tires, shipping from ******** to **********, waiting 4 to 6 weeks to see if their supplier "approves" return request. If so, customer pays to have 2 replacement tires shipped back and pays for them to be installed. If their supplier doesn't approve, the customer is out all costs to date PLUS costs to have the defective tires shipped back. Which why then pay to have 2 defective tires shipped back? This is ridiculous and unfairly burdens the consumer.

  

  Business response

  10/10/2024

  ****, 
  
  Our family apologizes for any inconvenience you have experienced.
  
  Venom Power tires do not offer a ride guarantee. If the two tires have a defect, they must be sent in according to our previous instructions for inspection by the manufacturer.  
  
  Thank you,
  BB Wheels

  Customer response

  10/12/2024

   I am rejecting this response because: This is NOT a warranty issue.  The tires are brand new and were sent and received defective.  This is a "return" issue not a warranty issue.  Your "family" should stand behind what they sell when the item arrives defective.  The 2 tires cost approximately $600 and to send them to what you call the "manufacturer" for "inspection" would cost over twice as much.  You know this and you also know no customer would do this.  It would be stupid.  So what you are saying is I should eat the two defective tires and just go away.  This is WRONG and you know it.  Moreover, the Venom warranty states "when tires are purchased from on-line seller, the tires are to be sent back to that on-line seller."  The on-line seller is you and you are in ********* not ***********  Who you get your inventory from should not be my concern, yet you tell me I have to pay to ship them back to ********** (for $200 per tire shipping).  Why **********? your answer was "because you are drop-shipper."  I did not buy the tires from your vendor in **********, I bought them from YOU.  Yet you offer nothing in resolution other than "we follow the manufacturer's warranty."  This should be treated as return of defective product and not a warranty.  The thought of a customer having to pay over twice as much to send two tires across the country just to be INSPECTED is absurd.  Yet you asked for proof supporting the failed balancing which I promptly sent to you.  Why this proof you asked for wouldn't suffice for replacement I have yet to receive an answer from BB Wheels or your sister company Wheelsetgo.  If sending you proof of the tires being defective wasn't enough to have them replaced why did you require me to spend my time and money sending it to you? You could and should send me two replacement tires at your expense and when received I will pay to have them installed (which I shouldn't have to do either). 

  
  

  

  Business response

  10/21/2024

  ****,
  
  We understand your frustration. We are following the manufacturer's requirements.  
  
  We will provide free shipping labels to send the two tires in for inspection. After the manufacturer has inspected the tires, we will work with them to resolve your concerns.
  
  Thank you,
  BB Wheels  

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 4 Bridgestone RF tires from BB Wheels. After a month one tire developed a split in the interior wall. I immediately sent photos and got statements that the tire was defective from Bridgestone tire, Discount Tire, and ********************************** all in ******** *****. BB Wheels refused to replace the tire stating it looked like impact damage. After getting the run a round for 3 weeks I called a Bridgestone manufacturer. Bridgestone warranty department made it perfectly clear that one could not identify a defective tire by looking at a photo. BB Wheels was not going to cover the warranty with or without photos. This is why BB Wheels would not send a signed statement of the findings. Companies such as BB Wheels mail tires knowing that they have no intention of fullfilling the warranty. This company is out to take advantage of customers.

  

  Business response

  05/15/2024

  *******,
  
  Per our previous communication, the damage you indicate looks to be related to improper installation from your local installation shop, not associated with BB Wheels. This is not an issue with the tire quality or a tire failure. Additionally, you have asked for reimbursement for all four tires in this BBB message. In contrast, previously, in all communication you had with BB Wheels, you indicated concerns with just one tire, not all four. 
  
  Thank you,
  BB Wheels

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was not sent the product that I ordered And was assured I was getting, and now the business will not refund me the whole sum of my money I ordered a custom drilled set of rims, and specifically asked the representative that I was talking to if the rims were going to have one bolt pattern on the set of rims and not two bolt patterns he called the company that manufactures the rim verified with them that the rims were going to have one bolt pattern on there, then called me back and 100% assured me that one bolt pattern was going to be on the rims. I did not get what I ordered, I want my money back and they can have their product back, because I did not receive what I was assured I was getting!!! This is terrible business practice and it does not give the customer assurance that this company cares about the customer.

  

  Business response

  03/21/2024

  ****,
  
  Our family apologizes for any inconvenience.  
  
  As you requested, you have been provided with free return shipping labels and instructions. You will be refunded in full when the wheels are returned in new and unused condition.
  
  If you have additional questions, don't hesitate to contact our customer service team.
  
  Thank you,
  BB Wheels

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 2 rims from this company and they said they would ship in 2-5 days per the website. I did not recieve the rims for about 30 days. By the time they were received, I was gone on military orders. When I returned, I did not inspect the rims for damage immediately. After a few months, I took the rims, still in the box (unopened) to a tire shop to have my tires put on the new rims. The tire shop installed the valve stems and then noticed the rim was bent. I contacted BB Wheels. They said they would not be able to help me because their policy is that they have to be inspected within 48 hours recieving the rims, and that it was not structural damage to the rim. They said this is their policy and the manufacturer also would not help. Now I'm stuck with a bent rim, and zero help from the retailer. Cost to repair the rim was quoted at $170. The brand new rim price is $325. I purchased 2 of these rims because the original black color with machine silver edges is no longer an option, and I did not want to have 1 wheel different than the other 3.

  

  Business response

  02/27/2024

  Dear ****,
  
  You placed your order on May 22nd, 2023. Your two wheels were successfully delivered to you on May 30th, 2023. This delivery timeline is within our standing shipping timeline, not the 30 days you indicated in your complaint.
  
  You only contacted BB Wheels with this issue on February 19th, 2024, nearly nine months after we successfully delivered your wheels. Unfortunately, the product is not eligible for a return or replacement due to being significantly out of the timeline.
  
  Please see tracking ***** Tracking #************ for your reference.
  
  Thank you,
  BB Wheels

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company sends you incorrect items and has you send them back and dose not refund you. This happened 2 times and I got scammed 2 times

  

  Business response

  01/17/2024

  Dear ******,
  
  Our family apologizes for any inconvenience. One of your referenced orders was refunded earlier today (order ******). The second order is still being processed.
  
  Don't hesitate to contact our customer service team with any additional questions.
  
  Thank you,
  BB Wheels

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife purchased from BB wheels on 10/25/2023, around this time the tires where installed with new valve Steams, since we purchased these tires we have been having issues with all four tires going flat over the course of a few days to a week. We have taken these tries to professional tire shops to get looked at and there is no known issue of bubbles or and leeks in the rim. We are being advised by the tire shop that there is a defect in the tires to where they are leaking all over the tires and it is only accruing when the tires are on the vehicle and they are in motion he has seen this before with other brands. not very common but it does happen. I have reached out to BBWheels and was told by one of there associates that it is not there problem I need to reach out to the tire manufacture to resolve this issue he also stated that they only sell the tires and warranty and are not liable for defective tires. I asked for a call back from manager and have yet to receive any call back or information so i told my with there goes ****** just for the tires not including the mounting and balancing of tires and the 3 trips to find out what is happening with tires In total am around $1,000.00 total for these tires that are trash will not be buying from this fraudulent company anymore and will advise anyone to do the research and not recommend to any one.

  

  Business response

  01/25/2024

  *****,
  
  We are sorry for the inconvenience.  Your situation is unique and required coordination between the tire manufacturer, BB Wheels, and You.  Yesterday (1/24/24), you spoke with our customer service manager and were provided two options to resolve your concerns.  At this time, we are awaiting your next steps so we can work with you to resolve your concerns.
  
  If you have additional questions, please reach out.
  
  Thank you,
  BB Wheels

*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. ↩