ComplaintsforRNR Tire Express

• Initial Complaint

  10/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They took money from my account without me authorizing anything. I called to get a refund and they refused.

  Business response

  10/29/2024

  I spoke to this customer last week and in the process of discussing the situation, she told me she had to call me back, I have not heard from here since that time.

   

• Initial Complaint

  10/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased 4 tires on a rent to own agreement. My understanding that it was 6 months same as cash. 8/31/24 of $913.14 was my 8 month time frame and full payment. Now I am being told that is/was not the agreement and the total charge is $1700+, which is well over $400 per tire, and they are coming to take my tires. I have never had this experience. I did not know places used such tactics on people. I fell on hard times from a bad case of covid and my credit is rebuilding. I am a 72 yr old woman. I pray that something can be worked out. I will never allow this to happen to me again. This is highway robbery. I can see the $856+ (listed and circled on the receipt) which comes to $200 + a tire, but $1700. I thought my payment was done. I need help!

  Business response

  10/21/2024

  I am pulling her file and will review - upload and answer within ***** hours.  Just wanted you to know I have the complaint,

  Business response

  10/22/2024

  
  The rental agreement below does not indicate a 6 months same as cash price.  The cash price out the door the day of the agreement was $784.00 plus tax.  Mrs. ******* was set up to make biweekly payments of $57.51 (see line 3) which includes rent of $44, club fees $10, and sales tax.   The total cost of ownership is $1729.27 if she does not exercise the 50% early purchase option.
  
   
  The Early Payoff as defined in line 7 as of today is $677.72.   The agreement and the details are clear, and I will gladly meet with Mrs. ******* and explain where every payment was applied. As a courtesy I am willing to accept a one time payment of $400 to pay the account in full within the next 10 days.

  Customer response

  10/22/2024

   
  Complaint: 22443158
  
  I am rejecting this response because: The payment that is listed is not what I have been paying. I made a down payment of $60.00 on 2/28/2024, and paid $66.03 biweekly (as agreed) so that I could pay it off in 6 months. My last payment was $61.77 on 8/31/2024 which was what I thought was my last payment. If that were not the case, why would I have paid that amount biweekly. Just to get rid of this awful mess. I will do my best to get $400.00 so that I do not have to keep contact with this company or any of it's employees.
  
  Sincerely,
  
  ****** *******

  Business response

  10/23/2024

  We will gladly meet in person with a printout indicating every payment processed in our system as compared to the customers bank statements.  I am sure that all monies will be accounted for and applied to the agreement.  My cell is ************ you may call me to set up a time to review or to make the arrangements of my offer to pay out.

   

  Thank you,

   

  ***** ******

  RNR Tire Express 

  Customer response

  11/01/2024

   
  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

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Saturday october 12th 2024 I paid for rims and tires over the phone, had the car (2016 chrysler 300) dropped off by my mother. I paid $1506.82. Car was dropped off 11:30am. Did not receive a call or any sort of contact about issues from the business. 5 hours went by and my mother went to pick up the vehicle while i was working. They stated they didnt know that the 4th rim was the wrong one and would figure out a solution. There was no wheels or tires on the car. They sold me 4 rims and tires but only had 3 rims and 3 tires. Their solution was for us to take the car and be able to use it while they searched for a 4th matching rim. They never put my spare tire in my car. I had to go to the store 2 days later to ask where my previous tires were and they gave them back. They had stated the previous team working at that location did not do inventory well and they had a huge mess they were cleaning up after them. They did not take blame for not knowing what they were selling me. Days go by and there was zero communication from the manager. We asked several times for her bosses number so we can find a solution to the issue and she kept saying that her boss has our number and was going to contact us. (Apparently since Saturday). The manager finally called me personally after my mother asked if they had a solution or if her boss was going to ever contact her. They refuse to talk with my mother and only now will talk with me due to me being the one they did business with. When i mentioned just getting refunded for the whole ammount the manager tried saying i could get the refund for the cost of just the rims ($200). I immediately replied i need all my money back since the product and service i paid for was not fully completed and my time had been wasted. The lack of communication and not having contact with the managers boss is ridiculous and makes me think he does not know this location is doing bad business. If he does know then that is concerning.

  Business response

  10/29/2024

  We went above and beyond to help this customer when his vehicle was stranded on the side of the road. His vehicle was left on the side of the road and he contacted us to help him replace his tires. We went to where his vehicle was on the side of the road to install the new tires. Apparently while his vehicle was stranded on the side of the road overnight his soft top of this vehicle was cut intentionally by someone. This was so upsetting to him and he became so upset that our team members felt unsafe and uncomfortable working further on his vehicle on the side of the road. The vehicle was towed to our parking lot and left. We attempted multiple times to contact him about his vehicle, asking him to come to the store so we could service the vehicle for him. We were unable to contact him over a number of days. We are happy to help him, and want to serve him to the best of our ability, but we do ask that he work with our store directly.

  Customer response

  10/29/2024

   
  Complaint: 22434527
  
  I am rejecting this response because:
  This is not the response for this incident, they RNR is talking about a complete different customer. I do not own a convertible or soft top. They didnt come to my vehicle, mine was dropped off. Our incident was about false advertising and them not knowing their own inventory and lack of communication and efforts to even try to make any compromise, i had enough and got a refund while being talked to like a child about how wheels are made and how it takes a special tool to see the difference between lug patterns even though my eyes work fine and can tell when one is a 5 lug and 6 lug they didnt know until after they sold it to me and then acted as if it was someone elses fault that they didnt have inventory checked properly
  Sincerely,
  
  ****** *****

  Business response

  10/30/2024

  I apologize to Mr ****** We did issue a full refund to him for the wheels. We have also ensured it will not happen again at this location. 

  Customer response

  10/31/2024

   
  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

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented tires from R&R tire I fell behind lost my job and my car with product on it they have threaten me with file a felon against me for loseing the product because I fell on hard times and told me that they would be drawing a warrant before this I was paying on time because I had the money with no job and trying to figure everything out I believe this is extremely important to note that their praying on people that are falling in hard times and threatening jail time in them for not being able to pay

  Business response

  10/17/2024

  I personally spoke with ******* this afternoon. I apologized for the communications from my team member with him about his account. I also spoke with my team members about their communication with ******* and corrected the behavior. We value ******* as a customer and want the opportunity to serve him in the future. ******* and I came to a mutual understanding of how to move forward with his agreements with us. Once that commitment is fulfilled on Friday, October 25th by ******* I will personally call ******* to verify that his obligation to his contracts with us is complete. I believe I am being fair and just with *******, and I hope he will do business with us in the future. 

• Initial Complaint

  10/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The business has repeatedly continued to contact me and take money out of my account after it has been paid off and closed. I spoke to the regional manager ****** in August to settle this matter, and it has still continued. I get calls from different people and numbers about a nonexistent balance, then money is drafted from my account.

  Business response

  10/21/2024

  It is my understanding that our Regional Manager contacted this customer and worked this out.

• Initial Complaint

  10/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went in to purchase 2 tires and was told I would have to purchase 4.I was given a quote by a team member.Once the tires was on I was notified that they would not be able to do an alignment that was included in the quote and written document. I was also given a much higher price at that time,and also told I would not be able to pick my pay date.The young man that I was signing the agreement appeared confused on all the issues at hand .Two weeks after I was told that the payment was due,and that I was told at the time of sign.I was not informed. I continue to get threatening and or hang ups.The tires are starting to wear unevenly and ride is harsh.due to lack of alignment.

  Business response

  10/04/2024

  **** *****

  Hello, I have spoken to **** the ** of the store. It sounds like you have some front end issues that needs to be repair before an alignment will hold. 

  Please contact the Warner Robins Location ** and he will set you up an appointment to bring the vehicle in an we will do the alignment, just be aware it will not help unless you have the front in repaired. Thank you

  Customer response

  10/14/2024

   
  Complaint: 22375060
  
  I am rejecting this response because:

  There are not front end issues.Just to add ,I was told by the GM.that they did not have the proper tools to do an alignment on my vehicle.Haveing been told that and after having to make several attempts to get things done correctly. I'm hesitent to have their employees attempt again.i feel it will do more harm than good.If there is any damage it would have been done by their company.I get yearly check *** from *** authorized attendant and no noted front end damage at all.
  
  Sincerely,
  
  **** *****

  Business response

  10/21/2024

  
  We have explained our position in previous communications. We consider this matter closed.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a account with RNR ********************** that was paid off from my Bank Account and the company made a unauthorized payment with a credit card so I called the company and spoke with **** whos the account manager at the ********* location and he said that the unauthorized charge would be reversed which was a week ago and the charge was still on my card so I called my credit card company and asked if they saw a request for a reversal and they did not see a request I know this company has had complaints before for unauthorized charges

  Business response

  09/30/2024

  What was the amount of the payment in question?

• Initial Complaint

  09/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 04/08/2023, i got tires for my truck and have been paying on these for over a year and they say I still owe , they said my tires would be paid off in month is what ******* at the jville store told me and they still harassing me about money, I contacted store several times and still no manager, vacation, sick, etc etc., bunch of clowns and I will let everyone know what kind of business they are, Im a disabled veteran getting treated like a jackass and want this business known for their crooked practices and how they treat the *****************

  Business response

  09/18/2024

  We appreciate the opportunity to respond to any issues that our customer(s) come across.  In this case, we value this customer's business with us.  He has been a good customer.  To address his stated issues, the customer is in an 18 month contract with our company.  During that contract time, he had issues that led him to not to be able to pay. Our Regional Manager graciously helped him through this time by extending account by 42 days without payment.  However, this did not mean that those 42 days were taken off of the contract.  As with any contract, any moneys not paid during the contract term, will be added to the end of the contract.  That is where this customer stands at this time.  Our Regional Manager is willing to work with this customer, however, both phone numbers seem to be out of service.  Additionally, the phone number provided in this complaint is incomplete.  The customer can call our Jacksonville store during business ours and talk to Keith.  Keith will be willing to help as he has in the past with this customer.

  Customer response

  09/26/2024

   
  Complaint: 22281675
  
  I am rejecting this response because:
  I don’t understand ? So, no matter how much you pay , you pay for 18 months is this correct ? I Do Not Understand Why I was told that I only owed lil over $300 back in June by the same person who always ran my bank card? Why would I be told that ? I am a military veteran who served his country and is disabled by the social security administration and having trouble understanding. As a member of the military community we constantly get taken advantage of.
  Sincerely,
  
  Glen Bass

  Business response

  09/30/2024

  I have attached a copy of the this customer's contract.  This is a standard contract that all customers sign.  We are a business that has military and disabled personnel (including myself) as part of the work force.  Additionally, we have many disabled and military customers across the country.  To suggest that we are taking advantage of either group of people is highly irresponsible and just plain wrong.  At this point, this customer needs to pay or return the merchandise per the contract attached.  We consider this complaint closed on our end and will continue to pursue the collection of the payments due or our return of property that has not switched ownership.  

  Customer response

  10/07/2024

   
  Complaint: 22281675
  
  I am rejecting this response because:
  
  Sincerely,
  
  Glen Bass

• Initial Complaint

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 tires in March 2024 from the ************, Ia store I signed all the papers and agreed to pay $51.80 every two weeks until August 28th. They are still taking money out even though I have NEVER missed a payment and have tried emailing at their support email 14 times and have texted the number 12 times, which I have all the proof, and have heard absolutely nothing. So now I am disputing every transaction with my bank and bringing in all documentation to them. Im not paying any more money to these crooks. And its weird every complaint and every review is exactly the same.

  Business response

  09/23/2024

  The customer missed a max payment and paid the minimum payment, causing the customer to go past the 120 SAC date. When the customer spoke with our Collection Manager, who explained the situation, and performed a dismissal of the remaining balance, the customer stated she understood and was happy with the outcome.

• Initial Complaint

  09/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Subject: Formal Complaint Against RNR Tires, ********************* Tires I am writing to express my dissatisfaction with the service I have received from the *******, ******* location. In June 2023 I entered into a rent-to-own contract for tires with the understanding that the total payment amount would be approximately $922 if I paid $60 per month for 15 months. During the sales process, I was assured that if I paid twice monthly, the duration of payments and the total cost would be reduced.Based on this understanding, I have consistently paid $115 per month. To date, I have paid nearly $1,500 which is more than agreed-upon total of $922. and they still tell me I owe money. This discrepancy is both frustrating and financially burdensome, as I was led to believe that my payment plan would save me money and shorten the duration of my contract. Sounds like an issue in truth and lending to **** respectfully request a thorough review of my payment history and a clear explanation of why the total payments have far exceeded the agreed amount. I would appreciate a prompt resolution to this matter, including any necessary adjustments or refunds to rectify the overpayment.I look forward to your immediate attention to this issue and expect a response within the next 10 business days.

  Business response

  09/11/2024

  Mr. ******************* opened a rental agreement ***** on March 29th of 2022.  I have attached copies of his pay history and his rental agreement.

   

  Page two of the pay history- you will see that he paid a total of $868.24 in rent,  $295.44 in roll pro,  $8 in late fees,  $76.15 in sales tax for a total of $1247.83.   Additionally, he paid $345.16 in miscellaneous fees: ($10 in disposal fees,  $22.00 in processing fees,  $288.12 in alignment fees, $4.00 convenience fees,  $21.04 in sales tax.)

   

  The rent to own price of $922 was fully satisfied- as he paid $868.24 in rent which paid his account in full (discount). I'm not sure I understand where his claim of paying $1500 over the $922 cash price as the total amount paid for all items is $1592.99.

   

  All the fees and items are clearly explained on the rental agreement where he either signed or initialed. We would be more than happy to sit down with **************** and fully explain all the paperwork and answer any questions he has. We value ****************** business and would like to continue to do business with him in the future

  Customer response

  09/11/2024

   
  Complaint: 22262168
  
  I am rejecting this response because:

  obviously they did not read the complaint properly as I never stated I paid 1500 over the 922.   But they have now stated that payment is made in full.   So Ill accept that and then do not expect them to text saying that i still owe more money.
  
  Sincerely,
  
  *******************

  Business response

  09/12/2024

  OK - I did confirm that the account is Paid in Full and you should not receive any more text messages.

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