No Longer Recommend Doing Business with Tire Rack
Written: Aug 20 '08 (Updated Sep 04 '08)
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I've been a customer with tire rack for about 10 years now. I ordered a set of lowering springs for my 85 Monte Carlo SS, tech was good and answered my questions, no problems. About 5 years ago I ordered a set of tires for my 96 Impala SS. UPS screwed up the order and shipped them to the wrong place, when I called Tire Rack's customer service I thought they went beyond expectations there. They refunded my shipping charges even though it wasn't there fault. The shipping address was right on the label, the UPS guy just delivered them to the wrong place. Anyway I ordered a set of Power Slot brake rotors for my 99 Dodge Ram. During installation two of the wheel studs snapped off. (The wheel studs are pressed onto the rotor in my application) I used a torque wrench to tighten the lug nuts to factory specks, no impact gun was used. I use my truck for work and I can't afford to have it down so I installed the stock wheel studs to replace the two broken ones so I can still use my truck for work. Apparently the stock wheel studs are different than the ones Powerslot uses because I'm getting a bad vibration. I called Tire Rack, explained the situation, and they said that they have never heard of that happening before and would need to talk to a supervisor and they would put me on hold. I'm on hold for over 20 minutes and get cut off. I call back and I'm told that they would call me back that afternoon when they got a response from Powerslot. I never heard anything back from Tire Rack so I called back the next day. I got a much ruder person this time and she tried to blow me off, I had to pretty much beg her to at least take my name so she could look up the situation. She said that they haven't heard back from Powerslot and that I needed to e-mail them a written description of exactly what happened, which I did. I hear nothing from Tire Rack for 3-4 days later so I call back again. Again I get someone who tries to blow me off without getting my information and they just said that I would have to wait for a response. I offered to pay for two new wheel studs if they could just get them to me quickly so I could have my truck fixed. They said that I they couldn't do anything until they heard back from Powerslot. The next week I finally get a call from Tire Rack and they said that they would ship a replacement rotor and I would just have to ship the defective one back and they would arrange everything. Two weeks go by and I haven't received anything. I call again and this time I told that my order was canceled because it was determined that it was do to improper installation, I shouldn't have used a impact gun to install them so they wouldn't honor the warrenty. I explained to her that I don't even own a impact gun, and she said that there was nothing she could do but if I wanted to order another one she would transfer me to sales. I was desperate to get my truck fixed so I said ok. I was transfered only to find out that the price has gone up from the $80 that I paid originally to $140 plus shipping. I explained to the sales guy the situation and again I was told there was nothing he could do the price was the price and he couldn't change it. I wrote another letter to customer service letting them know about my disgust with the way that they handled the situation, but I never got a response back. I guess this is another company that has decided to do away with customer service in order to try and increase profits for the short term, but they are only hurting themselves in the long term by losing loyal customers.
Update: A few days after writing this, Tire Rack called me and apologized for taking so long to get back to me. They sent me a replacement rotor. There were still problems getting it to me. The first try didn't get shipped for some reason, which had me waiting another week. They sent another one overnight and promised me it would be there by Saturday. It didn't show up on Saturday, but it did finally show up on Tuesday. Monday was labor day so no shipments then.
Recommended:
No
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