ComplaintsforWheelHero.com

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My teenage son purchased a wheel kit from wheel hero over a month ago. It was measured correctly and due to Wheel Heros fault the wheels do not fit my teenage sons car. After numerous emails back-and-forth w ***** & numerous phone calls in which they disconnect you they told my son to return the tires at his cost which was over $300 my son didnt like it, but he did it. And they told him upon inspection yes, he would be fully refunded. His words were upon inspection, not detailing what the scope of inspection wasthat they referred to. I would take inspection as damage and in good condition which it was. Nowhere, did he say that they were going to check the sizing etc. because that was already determined when my son placed the order with this company and they give them the information of what size I need for the car but to our surprise, its not fit the car. My son would not return these if they fit the car because he loved the look of them. So they are just trying to take advantage of a teenagers money. Its very unfortunate and disheartening. My son works hard making minimum wage in a grocery store for this money and for them not refund him is terrible business and customer service. I attached a photo that exhibits the exact words will be fully refundedThank you for your help

  Business response

  08/14/2024

  Customer ordered *********************** and tires for a 2011 *** 3 series , wheels and tires ordered from website were a direct fit . Customer contact our support staff regarding the wheels feeling loose ? Proper hub centric rings with bolts were included on the order . Customer stated they were not happy with how the wheels looked on the vehicle as their was no apparent fitment issue . The option based off our return policy on the website clearly states the customer would be responsible for shipping as Wheel Hero would only be responsible for the return if their is a fitment issue . Customer was advised they would be responsible for returning the wheels and would not be imposed a 35% restocking fee if it was truly a fitment issue . Customer returned the mounted *********************** and tires which clearly shows they were bolted on the vehicle , We also did a check with our fitment specialist which also drives a 2010 3 series *** and the wheels bolted up with no issues whatsoever . At this time a 35% restocking fee was applied to the customers reimbursement . Attached below is a picture of the same wheels but in a different color . 

   

   

  Customer response

  08/26/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  July 17th I placed an order with wheel hero, The follow day I sent a message to cancel the order because the wheels size was incorrect for my car. The wheelhero website stated they would fit but that wasn't true. They responded stating it was to late to cancel. The product was never shipped to me. They charged me $650 restocking and return although I never received the product and canceled the following day.

  Business response

  08/13/2024

  Good morning. Unfortunately the facts that *********************** added to this case are not correct. Here is what really happened here. The order was placed on Jul 16 at 6:37 PM(not on Jul 17 as stated by him). As soon as this order was placed,our fitment specialis analise the order for proper fitment and approved the order, meaning that once again, contrary to what Mr ********** states, the wheel and tire package selected by him is a perfect fit for his 2008 *** 650I. Once the fitment passed, we proceed ordering the products to our warehouse for mounting and balancing. The products arrived here 2 days later and at that point, we proceeded in mounting and balancing. After that process, the wheels went for a ceramic coating treatment. After that, they went to **, packaging and palettized ready for shipping. On Jul 20 the pallet was tender to the shipping company. After that Mr ********** contacted us asking for cancellation. As agreed by him when placing the order, for cancellations after the products left our facility are subject to a 35% restocking fee plus shipping's(both ways). The 35% restocking fee charged is $590.00 and NOT $650.00 wrongly stated on his complaint.  The process of preparing an order is a complex and deliciated series of events until the order is ready and shipped with the stages described above. Mr ********** proceeded and opened a dispute with Affirm which is the payment method he chose. Affirm, after analyzing this case, closed the case in our favor for the same reasons stated above, so we won the case. After winning the case, we immediately refunded him accordingly. The 35% restocking fee is a valid charge and will not be waived. we indeed didn't charge him the freight back and forwarded incurred by us in bringing the pallet back.

  Thanks and if any other piece of TRUE information is required, please don't hesitate to contact us.

  Customer response

  08/13/2024

   
  Complaint: 22130726
  
  I am rejecting this response because: When I reached out to them to cancel they said the products already shipped out which was a LIE, please see the attached evidence proving that they LIED about the product being shipped when I contacted them to cancel.  They have numerous complaints for similar issues on BBB WEBSITE in which they have no rating. They are scamming people.
  
  Sincerely,
  
  ***************************

  Business response

  08/14/2024

  on July 22 like your screenshot shows it was already shipped. We have been in business since 1992, for over ******************* we would not be in business if we were scamming people. Affirm decided the case you opened in our favor exactly because the inconsistence of your case, starting on the date you purchased the wheels and tires till the date the products were shipped and also mentioning those wheels would not fit your vehicle when in realty they do fit. You decided to cancel an order after if was mounted, balanced and shipped, so there are fees incurred on that that was agreed by you when you made this purchase, so the 35% fees are valid and will not be waived. this  is a normal procedure. Thanks

  Customer response

  08/14/2024

   
  Complaint: 22130726
  
  I am rejecting this response because: look at the number of complaints in regards to this business, There is hundreds of complaints.  They're scamming a numerous amount of people including myself.  I will file a complaint with the attorney general.  I already submitted proof showing they lied in shipping out product before I canceled the order. That's all the proof I need.  I will continue to notify the public and file with the Attorney General office.  I will not pay affirm one *****.  I will make sure they pay for scamming people. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered some Rims and Tires from Wheel hero and even though i sent an email asking to confirm that the rims will fit the vehicle before i placed the order. Rims and tires arrived and did not fit the vehicle, the sent email asking for more money but i decline the option since already spent money on trying the rims received. Them they stop responding. I sent several emails and called 4/5 times. The phone number given does bot accept messages.

  Business response

  07/31/2024

  Good afternoon. 

  We offered another wheel that cost much more that the ones you ordered and also offered you only to pay the difference and keep the wheels you received. Since you dont want the other wheels, no worries at all. We sent you the labels to send the wheels and tires back and as soon as we receive the wheels and tires in the same condition you receive them(perfect condition and unused wheels and tires), we will gladly refund your payment. The labels were sent to your email. Thanks

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold 16x7 rims which I was told would fit my 03 highlander.I was sold 16x7 rims which I was told would fit my 03 highlander.The stock size is 16x6.5 and I didnt think it would be a problem because you all told me it wouldnt be, which was fine.However the shocks kept rubbing on all 4 tires on the rims because they were a hair too big heres some photos. The front left tire had enough of it, and I never even heard anything besides an ABS feeling but I figured the sensor was bad, turns out it was the rims being too large and the front left wheel gave and the studs snapped completely and the wheel went rolling and almost had a really bad accident. The back of the wheel you can see has scrapping and rubbing. And the other 4 as well have scrapping but there was no present noise so it was unnoticeable. Im very lucky I wasnt on the highway.Reached out to them, and they told me it was my fault then completely stopped replying to my emails.

  Business response

  07/08/2024

  This order was placed on February 28, 2024 for a 2003 ****** Highlander . The tire sizes selected from our website for this vehicle is the exact tire size ****** utilizes from factory . The aftermarket rim selected is a 16x7 which is a 1/2'' difference from factory , this will not cause any rubbing nor cause the studs to snap off after driving 7 months on wheels and tires  . Attached below is the factory specs for the customers 2003 Highlander . We always encourage our customers to have *********************** and tires installed on vehicle by a profession with correct factory torque specs . Unfortunately this is a case of improper installation due to human error as the wheels and tires are precisely a great fitment for the customers vehicle .    

  Customer response

  07/08/2024

   
  Complaint: 21949723
  
  I am rejecting this response because: the best garage in *********** ******** installed them. Not myself. 
  
  Sincerely,
  
  *************************

  Business response

  07/08/2024

  Vehicle fitment is 100% accurate as the customer after using *********************** and tires for over 6 months has experienced an issue and is solely placing responsibility on Wheel Hero . Studs break from incorrect installation . 

  Customer response

  07/08/2024

   
  Complaint: 21949723
  
  I am rejecting this response because: They say 7 months by the way, here attached are two photos. The first being March 7, 2024 when they SHIPPED the tires, so they arrived two weeks after that. So on March 21 they arrived, then had to wait a week to install them from the garage. And then they broke on June the 2nd and then messaged them on June 7th with the email of them responding so it attached as well. Very much 7 months if youre a crooked business. If you want Ill leave the garages phone number I just want my money back for three of the tires and Ill ship them to you if you pay for that as well. Another thing that is splendid is when your customer support just stops responding to you via email. Very respectable. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a specific set of wheels and tires for my vehicle that was guaranteed fit and they do not fit. When I first tried to put them on, they scraped the back of the wheels on the brake caliper. I had to go to the park's house to buy a ****** cheese to put them on the car. The ***** wheel shakes like the Tire still need balanced or one of the wheels are bent. ****** expressed 10 plus times that I did not want. Will adapters or spacers on my car? I want my money back.

  Business response

  06/21/2024

  Good morning. We already spoke to *************** and we refunded $350.00 as a courtesy to resolve this issue and this complaint and he is satisfied with the resolution. Thanks a lot

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a product from their online website on a Saturday. After deciding to cancel my order I called immediately after ordering. They were closed for the weekend so I decided to call on Monday. After calling several times to be placed on hold for up to 10 minutes I was hung up on without ever talking to anyone. When I finally got through to someone I was told the only way to cancel was through an emai. I immediately sent and email and was told they can not refund my order as they were already set for shipping the would charge me a 35% restocking fee and any other associated costs. I emailed back and told th I had made several attempts to call before processing but because I only sent the email once I was told to they said they couldnt do anything. So I have no idea how much money I will be refunded and I contacted them a mere 2 hours after opening. Maybe they do so little business that I was the only order over the weekend.

  Business response

  05/21/2024

  Good morning ********. This order was processed on Saturday and as soon as we receive an order, all the items are immediately ordered and staged to be mounted and balanced. Contrary to your statement, we process hundreds of orders daily and as you know, everybody is in a rush to receive the orders ASAP. The process of fulfilling orders are very complex and this is the flow: -Once we receive an order, our system check for fitment issues. - Once it passes fitment, all the product are automatically ordered. - Once everything arrives, it goes to the mounting and balancing process.- once is mounted and balanced, it goes to our QC.-Once this is complete, it goes to packaging.-After packaging, it goes to be palletized.-After that it goes to shipping. As you can see, this flow is complex and this is the reason why there are fees involved on cancellations. I can as a courtesy, credit you $100.00 back in good faith to show you who we are. please advise. thanks

  Customer response

  05/21/2024

   
  Complaint: 21738526
  
  I am rejecting this response because:
  I have made multiple calls and emails to try to speak to someone over the phone about this issue. I only spoke to one real person one time over the at least 15 calls I made. Most times I was not even answered and just forwarded to someones voicemail whose mailbox is full. The one person that I did speak to, who was part of the sales team, explained what goes on there and it seemed we could have reached an amicable agreement but he forwarded my call and I never spoke to a human again. I understand that the rims cannot be resold after they have had tires mounted on them and for that I would suggest that Wheelhero dismount the tires and TPMS sensors from the wheels and refund me for those items. I will take delivery on the rims as they cannot be sold. 
  

  Fair? 
  Sincerely,
  
  *************************

  Business response

  05/22/2024

  We can dismount the tires from the wheels clean the wheels, rebox them and send them to you along with the ***** and refund you the tires. Please confirm this is what you want ASAP so we can proceed. Thanks. That is not a problem. 

  Customer response

  05/22/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Total Amount Paid: $724.12 Items Purchased: Set of wheels and tires I was not informed of the specific delivery schedule at the time of purchase, which was later revealed to be incompatible with my availability. This critical information was only disclosed after the transaction, prompting my decision to return the purchased items within the allowable 30-day period as outlined in their return policy.The delivery schedule, crucial to my ability to accept the product, was not disclosed at the point of sale.I ensured that the products were unused, undriven, and in their original packaging, fully compliant with the conditions stated in your return policy.Despite meeting all conditions for a valid return, I have not received any refund, contrary to the promises made in their return policy.The failure to process my refund, despite full compliance with the return terms, suggests a significant oversight or disregard for customer rights and advertised policies.I urge the Better Business Bureau to intervene and ensure that Wheelhero fulfills their obligation to process this refund.

  Business response

  05/14/2024

  Good morning. This is the true facts that happened on this order. ****************** ordered 4 wheels and 4 tires on 4/9. We immediately shipped exactly what he ordered via Southeastern freight tracking *********. Even the fact we offer free shipping on all orders, it cost us $290.70 to ship his order(invoice from the shipping attached). Once the shipping company contacted him to schedule the deliver, he stated he wants to refuse the order. Please understand that besides the shipping costs, there are much more factors to take into consideration, such as the process to fulfill an order that consists of:1- once we receive an order, our fitment specialist analyze the order to make sure the products will fit the vehicle.2- order all the products from our vendors.3-mount and balancing the wheels and tires. 4-inspect the products. 5-pack the products and put them on a pallet. 6-ship the products. 

  Once the order was refused, it cost us $550.00 to bring them back.(invoice attached). So, only in shipping, we lost $840.70 om a total order of $724.12. We lost more than the total order. On our terms and conditions accepted by ******************, ******************************************************************** , he accepts 35% restocking fees plus the shipping which is more that the total order, so in reality, the 35% restocking fee consists of $253.45 plus the shipping of $840.70 is $1094.15, minus the amount paid for the order of $724.12, ****************** still owns us $370.03. We would like to get this payment from him ASAP as we already paid for all those fees.

  We have been in business since 1992 with an impeccable reputation. I hope the truth and good faith will once again prevail in this case.

  If any other piece of information is required, please don't hesitate to contact us.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a Rim for my car from wheel hero they send me the wrong rim. Ill call them and lend them know what happened.they Explain to me to send the rim back That they were going to give me the money back.I did it and they never give me my money back. They dont want to answer my calls they dont want talk to me.

  Business response

  03/13/2024

   

  Customer made purchase for 1 ********************** back in July 4, ********************************************************** which did not enter vehicle info allowing him to select any part number to purchase . Customer completed order online as we shipped exactly what was ordered . Customer then contacted our support team via email stating the wheel bolt pattern is incorrect , at this time we cross referenced what he purchased and what vehicle he was attempting to install the wheels on . We stated to customer he ordered the incorrect ********************** as he would be responsible for shipping the wheel back to us . After customer continued calling and emailing the support staff stating he is not shipping the wheel back he finally shipped wheel back after several weeks and months . At this time Wheel Hero scheduled to ship the replacement wheel to customer and while ********************** was in transit the customer opened a dispute with his credit card . Immediately we re-routed the wheel back to ******* . The customer lost the dispute with his credit card as he was then charged for shipping to NY and back to ***** ** . We also have a return policy which includes restocking fee's , at this time there is no reimbursement to be honored to customer . The customer was planning on arbitrating utilizing his payment method as this indeed did not work for the customer . Here at ********************** Hero we take all our customers serious and we do not tolerate any fraudulent business as well .    

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a set of rims from wheel hero. The website said it would fit my 2019 charger sxt. The rims fit but they don't have lug nuts to finish the installment. I even called them and they said yes this will fit my car 100 % well this is true but I cant use rims if there are no lug nuts to fit such rims.

  Business response

  02/28/2024

  We supplied the customer with 2 sets of lugs as initially he stated the lugs were too short , shipped a 3rd set to customer in this regard  . Customer can email or support directly at *********************************** for any assistance .

   

  Thank you 

• Initial Complaint

  12/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a set of wheels from Wheel Hero for my f150. I was contacted by a representative in regard to lug size for my truck. After receiving the wheels, i noticed that the seller had written over the actual lug bolt pattern for the wheels with the pattern for my truck. I tried contacting the seller numerous times, only to not hear back from them. Being as i paid over **** dollars for the wheels, i would like to be able to use them. I have tried requesting to get them exchanged but have been ignored every time. I feel like i got scammed since i cannot use the wheels, and they refuse to speak with me regarding my problem.

  Business response

  12/04/2023

  Customer ordered *********************** on April 23 2023 in which were shipped directly to him , the wheels where machined from manufacture to fit customers vehicle . The customer had the option for returning the items back to the manufacturer although the return time frame has expired may months ago as our policy clearly states the time frame in which you may return product upon receiving . Unfortunately at this time Wheel Hero will not administer a return authorization from an order placed almost 8 months from time of purchase .  

*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. ↩