Complaints

• Initial Complaint

  09/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I talked to a service rep last week about ordering a wheel . The company service rep advised me to only order 1 wheel to check fitment. I ordered only 1 wheel like they told me and now they company BBwheels does not carry the wheel anymore. I was not told they have low stock or anything. They want me to pay a 25% restock fee and shipping to return the wheel.1. I should not be held liable to pay any return fees as I acted on what the company told me to do.2. They refuse to do anything about this I guess because they already screwed the customer and got their *******. I want a full refund with not having to pay a restock fee.

  

  Business response

  09/12/2022

  Dear ******,
  
  Due to your vehicle's custom nature, we cannot guarantee fitment. This is what we advised you when you ordered the one wheel and why we advised you to order one wheel to test *************, if the wheel did not work for your custom application, you would not have to worry about returning four wheels and being charged the restocking fee on four wheels.  
  
  Please see below if you would like to review further our return policy that you accepted at the time of purchase.
  
  https://www.bbwheelsonline.com/return-cancellation-policies/
  
  Thank you,
  BB Wheels

  Customer response

  09/13/2022

   I am rejecting this response because:
  
  Nothing I have done to my car affects the way the wheel will fit. Either the company that made the wheel if falsely advertising the wheel as a **** center bore which we know the wheel is not bc the outside of the wheel center bore is 61 or the wheel was made wrong. I have a oem spindal with no modifications which is a **** so if the wheel was a true **** it would fit but it dosnt. All I'm asking from BB wheels is they send me a shipping label to send the wheel back and I'll pay the restock fee and we can put all this behind us. I'm willing to meet the company half way.

  

  Business response

  09/26/2022

  ******,
  
  We have provided return instructions as per our return policy. However, according to our records, we do not show any returned product or tracking showing movement to return the product.
  
  Upon receiving the product back in new and unused condition, we will process your return accordingly.
  
  Thank you,
  BB Wheels

  Customer response

  09/27/2022

   I am rejecting this response because:
  
  
  

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order #****** "I bought a set of Cali Off Road wheels from BB Wheels on 7/27/2021 for my dually. I did not receive them till 8/11/2021 and mounted them on 8/29/2021. The clear coat is bubbling and peeling on 2 of the wheels with only **** miles on them. I spoke with ******, a customer service rep at **********************. She informed me that they were out of Warranty. ****** told me that the warranty started on the date of purchase even though I didn't receive them almost 2 weeks later due to shipping issues last year with the pandemic. ****** told me she spoke with someone at Cali Off Road about the wheels and was told that they will not be covered under warranty. I think the warranty should start when I received them. BB Wheels refused to help me with my situation. I would like replacement wheels or a refund.

  

  Business response

  08/10/2022

  ******,
  
  Unfortunately, BB Wheels does not control the manufacturer's warranty terms and processes. Your concerns may best be addressed with Cali Off-Road.
  
  To provide additional clarifying information, you placed your order on 7/26/2021, and ***** delivered your wheels to you on 8/3/2021.
  
  Thank you,
  BB Wheels

  Customer response

  08/11/2022

   I am rejecting this response because: I contacted CALI Off road wheels and the informed me I had to go through the company I bought the wheels from. Which is BB Wheels
  
  
  

  

  Business response

  08/12/2022

  ******,
  
  You purchased your wheels on July 26th, 2021. Please refer to the *** Limited Warranty. Per the Limited Warranty terms, your claim is outside of the covered period.
  
  https://www.calioffroadwheels.com/warranty/
  
  Thank you,
  BB Wheels

  Customer response

  08/23/2022

   I am rejecting this response because: So your telling me that The warranty started before I received the wheels. That is an unethical way to do business. These types of business practices are unfair to the consumer. 
  
  
  

• Initial Complaint

  07/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered tires last week after speaking with a representative on the phone and he sent me a link to make it easier to purchase and assure my friday(7-15) delivery. It is now monday and i am being told by BB wheels that they "may" be here tomorrow(tuesday7-19), but they have no way of knowing. I asked about cancelling the order due to not meeting the deadline and was told I would be charged a 25% restocking fee and have to pay shipping to return the items. And I would have to wait untilfedex tried to deliver them to do so. If the tires don't arrive today(monday ****) I will have no use for them because I won't have the vehicle anymore to put them on. Whoever I spoke to on the phone made it seem like it was funny to him that this was happening and continually stated that I would be charged fees despite their inability to stick to their word. I will dispute the charge through my bank if that is the case.

  

  Business response

  07/20/2022

  Marcos,
  
  Our family is sorry that your experience did not meet your expectations. We are happy to see your tires were delivered and signed for at your shipping address on 7/19/2022 at 1:16 pm.

  Our standard shipping policy timeline states, "Products typically arrive 5-7 business days from the order date." You placed your order on 7/12/2022 at 11:58 am. Unfortunately, due to the nature of shipping and supply chain constraints, we cannot guarantee delivery dates.
  
  Your tires were delivered in 5 business days, a time within our standard delivery period. Please see below if you have any additional questions regarding the delivery policy you accepted at the time of checkout.
  
  https://www.bbwheelsonline.com/shipping-policies/
  
  Thank you,
  BB Wheels

  Customer response

  07/22/2022

   I am rejecting this response because:
  
  BBB how can you even accept this response when I spoke to someone on the phone from BB wheels that told me they would be here Friday. After they didnt arrive, the person I spoke to was apathetic to say the least and I was told if I rejected the tires you would charge me a 25% restocking fee and charge me for shipping to return them. Which is over $500 dollars to return an item that was only purchased with the understanding that I would receive them on Friday. So no Im not happy with that generic response. I have over 50kfollowers on my JeepS instagram. Ill just let them all know how you all are dealing with this situation

  

  Business response

  07/27/2022

  Marcos,
  
  BB Wheels never guarantees delivery times. Instead, we provide typically anticipated timelines of when you can expect your product. We try our best to ship and deliver products as fast as possible.  
  
  In your case, BB Wheels delivered your tires well within the expected timeline.
  
  https://www.bbwheelsonline.com/shipping-policies/
  
  Thank you,
  BB Wheels

  Customer response

  07/29/2022

   I am rejecting this response because:
  Your employee guaranteed it would be here. This automated response means nothing. You never addressed any of my concerns. 
   I was promised the tires would be delivered by Friday. From what I was told on a recorded line. They didnt arrive. I asked for help and nothing but I was told I would be charged to return shipping and restocking fee If I refused the order. I now have **** worth of tires that I cant use because they were not delivered when they said they would. You can quote your policies all day but if you have an employee telling me theyll be here by Friday that is what I go by. 
  

  if you were verbally guaranteed they woulD be here. Sent a link to purchase the product so they could monitor the purchase to make sure it would make it here by Friday. Would you be upset? Why would I make this up? Why would you continue to be ignorant to the facts. We are humans. We make mistakes but it seems as if BB wheels is unable to admit and rectify the situation I will resort to other measure to ensure my satisfaction. 
  

  I will share this interaction , as well as, the rest of my experience with bb wheels and the BBB for my followers and their friends and family, in an effort to keep this from happening to anyone else.

   

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered and purchased a set of rims specific to my make and model car from BB Wheels and paid through Affirm. The rim dont fit properly and I was told by BB Wheels that they should fit (no kidding, really?). I was told that I needed spacers and new lugs at the extra cost of $100 which I paid in order to get this resolved. After receiving the spacers the installer indicated that the spacers do not fit flush against the wheel hub. Again BB Wheels tells me that according to the manufacturer, they should fit but they do not. I wanted to just return the rims and cancel everything but was told that once rims are mounted they are not returnable. The tires were mounted on the new rims while on the car lift only and never touched the ground or have been on the road. Most recently BB Wheels said that the manufacturer wants a photo of how the spacers do not fit flush. I am not incurring another expense to have my original rims removed again to show the spacer fit. Ive already spent over $300 above the price that Ive paid for the rims ($1200+). I bought the rims in May and its now July and theyre still sitting in their boxes. Im getting a lot of resistance from BB Wheels by hearing continuously that the manufacturer says they should fit. The installer indicated that since the hole on the spacers that BB Wheels sent me taper, ones with the same circumference should alleviate the problem.

  

  Business response

  07/07/2022

  Dear *******,
  
  Our family apologizes for any inconvenience you have experienced. Unfortunately, you ordered this product online without assistance from our fitment team. As previously discussed, if you can provide clear pictures showing what is taking place and the issues impacting your installation, we can better assist in resolving your concerns. 
  
  You have not provided any images clearly showing the issue as requested. Additionally, you mounted and installed the product, which impedes our ability to accept the product for return.
  
  Again, if you can provide clear pictures showing the issue, we can better assist in attempting to resolve your concerns.
  
  Thank you,
  BB Wheels

• Initial Complaint

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 4 tires only got 2 and they given me a runaround

  

  Business response

  07/05/2022

  ****,
  
  Our family apologizes for your two tires getting lost in transit with *****.  As per our previous conversation, we have worked with Route and replaced the two missing tires.  ***** delivered the two replacement tires to you on June 30th with tracking 587963530067.  
  
  We appreciate your patience. 
  
  Please let us know how else we can help.
  
  Thank you,
  BB Wheels

• Initial Complaint

  06/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The website let me through the ordering process never asked the size of the wheel. When the wheels arrived they were 17 inch instead of 20 inch that are on my stock 2021 Dodge Ram. When I called customer service they want $250 return fee and I have to pay shipping which I think is unreasonable and unfair

  

  Business response

  06/16/2022

  Tyler,
  
  Our family apologizes that your experience is not what you had hoped.  However, you ordered these wheels online by yourself without speaking with a fitment expert.  We try our best to ensure our website is clear and transparent during the buying process.  Important product details, including the wheel size, are clearly displayed on the product page, cart, checkout, and order confirmation email.
  
  Please see below for our return policy.
  
  https://www.bbwheelsonline.com/return-cancellation-policies/
  
  Thank you,
  BB Wheels

• Initial Complaint

  06/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought wheels and tires from BB Wheels online. A set of 22x12 hostile wheels. And a set of Autturo M/Ts to fit. I had the wheels mounted and balanced by a local tire shop and the truck would ride funny down the road. Almost hopping down the road. I took it into 3 different places to get it fixed and the final place notified me I was sold old tires and bad tires. The treads were uneven across the tops once pointed out I noticed. And the left passenger rear tire was separating. The tire shop is willing to take pictures of the tires to show the problems. I wish I had them already to upload them here. They are a reputable company around where Im from and said this is something I should do to make people aware of buying tires online and how someone can sell you tires that werent right from the manufacturer. I financed the tires through PayTomorrow via the ** wheel website so Im sure I wont see any money back for the tires. ***** Im still paying on them and theyre basically useless. Having to spend another **** to get Toyos put on now. Ive gotten 3 sets of wheels and tires in the past through BB wheels and never had issues. Will never buy tires online from BB wheels and wont recommend this to anyone. Before this they would have had 5 star reviews from me.

  

  Business response

  06/16/2022

  Tyler,
  
  Our family apologizes that your experience is not what you had hoped.  However, you ordered this product on March 1st, 2021, and the last of your order was delivered to you on March *******************************************, you only brought this issue to our attention on June 14th, 2022, over 15 months after BB Wheels delivered your product.  Additionally, you have been driving on this product in the interim.  
  
  If you feel you need to follow the manufacturer warranty process, we can provide instructions to follow that process.  Unfortunately, the product is not eligible for a return. 
  
  https://www.bbwheelsonline.com/return-cancellation-policies/
  
  https://www.bbwheelsonline.com/fitment-warranty-polices/
  
  Thank you,
  BB Wheels

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought wheels from them got wrong size tried to exchange them said they did not exchange only refund me but are keeping 25% of my money for restocking fees when there website says they refund or exchange if they have not been put on vehicle which they have not

  

  Business response

  06/16/2022

  *****,
  
  We are sorry that your experience with BB Wheels did not meet your expectations. However, we fulfilled the order as you requested, and since your wheels were for a custom trike, we had to follow the fitment instructions you provided. 
  
  If you have any questions about our return policy, please reference your confirmation email or our return policy on our website.  
  
  https://www.bbwheelsonline.com/return-cancellation-policies/
  
  Thank you,
  BB Wheels

• Initial Complaint

  05/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order a set of tuff t2a wheels on 04/22/22 on 05/04/22 two of the wheels have showed up been looking for the others two wheels now after many calls to bb wheels as of 05/09/22 the other wheels still have not been shipped out told the customer service lady that i will send the other wheels back for a full refund she told me that they was going to charge me a restock fee for some wheels that i have need therefore seen and they dont know where they are guy when i ordered took name a phone number spelled my name wrong and didnt put phone number in the system right also said i will send a email with a tracking number witch i never got cause he spelled my name wrong after i spelled it out to him three time and gave him my phone number like three time all i want is my full refund what i paid and never have received yet do to they ship form different warehouse everytime i call they cant seem to find me cause of the names spelling they spelled my last name nedlett instead of ******* like i explained to the guy 3 times on the phone when i placed the order i dont and will not buy anything from this place at all never again also was told they would call me back same day and i waited didnt get a call back i had to call them next day that what i call bad business and bad customer service

  

  Business response

  05/10/2022

  *****,
  
  Our family apologize for the inconvenience. It looks like you spoke with our customer service team earlier today, and we were able to resolve the issue at hand. We will be overnighting you the two wheels in question.
  
  We appreciate your patience and feedback.
  
  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. ↩