Aaron B.

I've used tire rack for my last 3 cars and I sell cars for a living so I've sent many customers to Tire Rack because until now they had been a quick, efficient and affordable way to get tires. Now this is the first instance that I've had to deal with customer service and/or their warranty company. The issue is not yet resolved so I will update this accordingly but as of two weeks ago I've been trying to get reimbursed for 2 of the 4 tires I bought only 7 months ago and had to replace.
The main issue starting out is that I bought the tires with my ex's credit card and paid her cash to help her build her credit as she had recently received her first credit card. My name was on the invoice for shipping and the tires are for my car and they were shipped to my work. I completely understand their policy of only being able to write a check out to the person on the billing info which is what the original decision was. Then after reviewing the invoice and seeing my name on it they decided it was okay to make an exception. They continued to get my home information so they could send a check their once everything was verified. So later that same day I had my tech call and verify the tire damage claim with the warranty company. I was then instructed to order the replacement tires and give them the order number and a check would be made out to me and sent to my address the following Monday. So I ordered the tires and gave them the order number. Later that day my tires shipped and shortly after I was called by a different representative and informed that they had to go back to their original decision of only being able to write a check to my ex who was on the billing info.
Now I've spend $470 on replacement tires that are still sitting in my tv room as Tire Rack's customer service is trying one last desperate attempt to get me refunded without any cost to them by trying to get Continental to use their warranty and apply it to the tires. After speaking with a handful of technicians I am quite sure this will not work because Continental is well known for not replacing tires under almost any circumstance. I'm especially concerned now because as I wrote in my tire review, I've only had the tires for 7 months and they are down to about 7/32" and that is not within the first 2/32" of wear Continental states their warranty covers.
So now I am currently left without a vehicle because I have to wait to hear back from Continental after I send my tires in for inspection as to whether or not they will replace them and I can't put the ones on I recently purchased because if for some reason they decide not to cover them that leaves me completely out of options as I can't return tires I've driven on for a few days back to Tire Rack. What is even more disappointing is that no matter how this ends I'm being told I have to eat the $40 I spent on shipping as the latest Tire Rack Rep. States "Neither Tire Rack or their warranty company (Sansio) created the problem but they are doing everything they can to fix it." Basically implying I created the problem by the order being on my ex's card which is not the case. Had they stuck with their original decision of not covering them I would not have ordered new tires at all but due to the fact I was specifically told they would make an exception and that I personally would be reimbursed I ordered the tires. Once it was too late and the tires had shipped I was told they in fact could not reimburse me. Therefore creating the problem.
Like I said I will update this review as soon as a resolution is reached but it's not looking promising either way.