March 26, 2011I`ve been a Tire Rack customer for years and have bought 5 sets of tires from them so far. I`ve never had an issue with them, but then again, never had to utilize their customer service. Believe me, they are great unless you have a problem; then things go from bad to worse.
Last May, my son bought a set of OZ wheels and Fusion tires for his `09 Cobalt as a package from Tire Rack including TPMS. This was delivered to us as a package, meaning that Tire Rack mounted, balanced, and installed the TPMS. The tire/wheels were ready to bolt on.
One of the TPMS sensors is now giving erroneous readings, swinging from 2PSI to 90 and back again. We tried letting the air out and reinflating; we also tried a reprogram of the system. The TPMS in question is still acting up.
We called Tire Rack and here`s the deal:
Even though Tire Rack mounted the tires and furnished/installed the TPMS, the customer is required to purchase a new sensor from Tire Rack; the customer is required to pay to dismount and install the new sensor, then the sensor is sent back to Tire Rack for analysis. If Tire Rack decides that it is bad, a refund will be provided. If not, the customer is responsible to pay for the new sensor.
I would have been okay with this if I had mounted the tires myself, because my installation may have damaged the sensor, but I bought these premounted from Tire Rack. To me, it`s analogous to buying a TV from Sony and if the tube goes, the customer is responsible for removing it an reinstalling it.
Bottom line is I`m surprised at Tire Rack`s policy and I`m sure that many will say they never had a problem with them, but so did I. Just be wary of purchasing a tire/wheel package, because they don`t stand behind their installation as many would have thought...