Strange thing happened while ordering wheels- turned out it was a "BANK HOLD"
 

On Friday I cracked one of my rear wheels, so I go to tirerack.com to order a set of wheels and tires. I went through the whole order process. The order went through and they said they'd e-mail me when they were ready to ship. Later on that day, I get a call from them telling me they couldn't accept credit cards because of fraud issues, that they needed me to either send them the money through Western Union or have the wheels financed with them. I said no to either one of their two options and told them to cancel my order. Today Monday I went to a local wheel shop to pick up some new wheels and when I slided my credit card it declined, so I call the credit card company and they told me I didn't have sufficient funds due to a $2,500 charge placed by tirerack. So I call tirerack to find out exactly what they did (because I remember clearly they said they wouldn't accept my credit card) and some lady Leslie from their billing department spent about 10 minutes with me on the phone denying the charges and telling me I needed to send the payment through Western Union.

I don't know what the heck is going on with their billing department but my credit card was charged, they would refuse to ship the order unless I sent them money through Western Union. WTF??? :cussing: :cussing: :wallbash: :wallbash: Needless to say that I spent all my day talking to credit card representatives and to Leslie back and forward instead of getting new wheels for my 8.

Ppl be careful with this kind of stuff. If I wouldn't have noticed this on time, my credit card money would have got taken and never received the wheels. Imagine if I would have decided to wire them any money :cussing: :cussing: I would have been in some deep sht.:tear: :tear:

wow, sounds like some crazy error. MANY people here use TireRack and have never reported such issues.

Hope you get it worked out soon

thats why i was surprised i know many members recommend them thats why they where my first choice but it did happen

i wonder how many members have had to wire the money or financed

Since when does TireRack not take CC due to fraud issues? They must have lost 50% of there business because everyone pays with Credit Cards. Getting a Money order is a hassle and they charge you for it. Same as western union IMO they are both a rip off. I would only pay with CC because at least my ass is covered by my bank.

that is very very odd. i have been doing business with them for over 25 years... it will be interesting to see how this plays out..

never a problem with them..


beers :beer:

the issue have been solved sinse this afternoon. but never the less it took me all day on the phone with them and my cc rep.

sucks something like that had to happen. Odd about the CC thing.. I know my girlfriend has a problem with one of her cards, cause it wont accept a charge over $400, so you have to call to get clearnace, blah blah blah.. Either way, glad you got it fixed!

so what happened. they billed you twice but did not ship? if you had credit available to bill you why would they want a money order???

this is soooooooo ooooooddddddddd...

what cleared it up.

beers :beer:

I don't have that kind of restrictions with my cc. my cc accepted the charge. thats why i couldn't purchase the wheels at my local shop earlier today. There was already a charge of $2,500 since this past Friday and I didn't even know about it. Since tire rack said I had to use a different method of payment, I never thought they were the ones who charged that amount to my cc. After calling my cc company I found out I had less available credit because of the charge made by tire rack. Tire rack kept on telling me that they never did anything with my credit card information, that it was cancelled, etc but if that was the case, then why was the credit card ppl telling me the opposite?

odd,
it does take a bit for a charge to drop off.. but that is rare..

so what did you get?

beers :beer:

Get TireRack to set up a search for wheel by diameter, width, stud pattern and offset (like DiscountTireDirect) while you're at it. ;)
Glad to see your cc issues resolved.

i ended up getting this http://wheelsnext.com/wheels-tires-p...yperblack.html 18 x 9 all round

^
Interesting. These guys are local to me.

yeah me too
ill pick the wheels up in the morning

Mistakes can happen to any company.

let us know how you like the tires

^ He said he bought new wheels. Did you click on the link?

Wheels look good. Post some pic's.

will do

Same here. That's crazy.

Same here too... just bought a new set of wheels from TireRack and paid with my CC... no problems at all. Weird...

We should get a hold of connor@tirerack.

You guys are beating around the bush. My god, it's giving me a freaking headache. Of course TireRack accepts credit cards. Now, please explain to us why originially they said they could not accept your credit card.

I'm going to give a guess here. I'm guessing that "your" credit card isn't under your name.

headache? how? I was the one with a headache all day yesterday. Anyways you're missing the point. It's not that they didn't accept my cc, it's as easy as taking my biz somewhere else like I did, but they happily billed my cc after saying they wouldn't and then they had the nerve to ask me to wire them $2,500. Of course, as soon as I found out about the charge on my cc, I gave them a call but they kept on denying the charge, then acted as if I was lying about it and continued telling me over and over to send the money through Western Union. This is what was messed up about it.

First off, charge back. Dont wait. If they cant find anything in their systems that means its a computer glitch somewhere. so Charge them back.

and wait, if anybody calls you, tell them what happen, refuse to pay them.

glad nobody makes an "honest mistake" anymore in this world...

Sounds very strange. Were you trying to ship to an address other than the one for the card?

When I ordered my wheels (not from tire rack) I wanted them shipped to my mechanic so I had to change the address on my card to the shop address to complete the transaction. Basically, because of fraud concerns they would NOT ship to anything other than the address on file w/the card.

Everyone takes cards, but there are restrictions like shipping addr. and such. There has to more to it than TireRack just deciding they didn't like something about your order.

Sikrotor7,
After reading your post i spent quite a bit of time with Nicole and Leslie in our customer service department tracking down your order information. Your order included 19X8.5 and 19X9.5 ASA ZR2 with the corresponding Bridgestone Potenza RE050A's mounted on them. They were shipping to Tampa Florida. This is the only order for an RX8 to Florida that i show in the last several days. In speaking to Leslie about the conversation and reading the very detailed notes i have to say that i found a very different story. Actually Leslie never even spoke to you directly. She spoke to your wife/girlfriend Carolina. Per the verification policies the Tire Rack follows to protect the company against fraud there are certain pieces of information that we have to have before we will release high dollar purchases. This particular order was $2,529.00. As you can imagine we would want to make sure that every thing is legitimate before we blindly ship products out.

According to the credit cards authorizing bank, the billing information and the shipping information did not match the information that the bank had on file. This caused the authorizing bank to send a decline code. Whenever a credit card posts decline codes we always try and work out the details with the customer in the hopes there was simply a typo or a misunderstanding of the required information. In this particular case Leslie actually had a conference call with the authorizing bank and Carolina to try and work the information out. Apparently the credit card was listed under a different name. Because we could not authorize the credit card due to incorrect billing information Leslie offered alternate payment options in the hope of trying to assist you in fulfilling your order. You were also offered a discount on shipping for the inconvenience of the situation. Regrettably she was impolitely told no and the line went dead according to the notes i am reading. Later Carolina called back in and wanted to know why there was a charge on her credit card and threatened to call the police over the issue. Leslie attempted to explain the we have not charged the credit card but the authorizing bank place a funds allocation on the card due to the attempted transaction. Leslie also tried to explain that these can sometime take a few days for the bank to remove the allocation from the account. This is not our policy it is on action of the bank. A funds allocation simply means that the funds are set aside for particular sale by the bank but it hasn't been removed from the account. Leslie also offered to fax the order cancellation to the authoring bank to try and assist Carolina with the credit card issue but per customer service person with Chase bank it would still take at least 24 hours. Leslie offered again to do a conference call with the bank to try and assist Carolina and was hung up on.

Regrettably i am only trying to clarify the situation and can only apologize for whatever misunderstanding took place. However if we cannot verify the validity of a credit card we will not release the product. This is simply common sense. If the authorizing bank had the incorrect information then you would have simply needed to correct the information on file and we could have tried to resubmit the payment information. Apparently that didn't seem to be an option though. I only wish i could have assisted you with this order. But, since my name was not referenced and neither was the RX8club website i was not aware of the order or any problems with the order. From what i can tell by the order notes and speaking to Nicole and Leslie, they did their jobs and tried to assist you on several counts to no avail.

As always please place your order through the forum links for the Tire Rack or reference my name. Either way the order will be directed to me and i can make sure it process's as smoothly as possible.

a great apology from a company wanting to keep your business.

apology accepted, that said tirerack wont loose my biz ill prov order from them in the future but the reason why it was been shiped to tampa its cuz i was there when cracked the wheel and i live in miami eather way i ended up borrowing a car going down to miami and buying the wheels

k so here my new wheels 18 x 9 +35 f/r

Connor, I have recommended your services to many but you have now earned my business on my next tire purchase.
I commend you on following up on this issue, checking with your employees to get the whole story, and presenting it in a professional manner.

The part about the bank hold is 100% correct. (I've been in banking quite some time now)

Knowing what we now know... I think the thread title should be changed. :)
Enjoy the wheels and make sure YOU order the stuff next time. ;)

jedi this thread its going to be deleted, theres no point to it as the issues have been solved, and now i know i was not been a victim of some kind of froud which it was my initial concern

thanx to cannor from tirerack for his help and really explaining what had happen

If you delete this, might I suggest a "Good Guy" thread in it's place. Connor went above and beyond and if you delete this, no one will know that...

Just PM an admin or mod and ask them to change the title.


I solve problems. :lol:

that its true. how do i change the title

i agree, will do

there

I can vouch that Connor really does care for his customer. I had ordered wheels/tires from tire rack and about a year or so, one of my valves fell off. I asked him if he would send me a set and would pay him, but instead he sent them to me for free.

Now that is good customer service! Am waiting for my summer tires to go bald, so that I can order my new set from tire rack (and of course referencing Connor to make sure transaction goes smooth)

Al

handled very well by tirerack.

Told ya there would be no problem Sometimes things happen to all businesses.

yeah, knew there had to be more to this story then what we originally got...

The funny thing is that nobody told me this (what Connor said in his post) over the phone. The lady called asking if the phone number I gave was listed on the phone book, but she didn't explain anything. I was never told there was an error, or that there was a problem with shipping to a different address than my billing address. Maybe if Leslie would have explained anything, all this misunderstanding could have been avoided. Regardless, they had the cc ppl on the phone and my wife on the line at the same time. What better way of verifying it wasn't a fraudulent charge than at that moment? Not only that, but as far as I know, the funds were not available in my cc at all. Whether it was an error, hold or whatever it was; the money was not there and my bank was saying it was being charged by tire rack. If that happened to you, who are you going to believe? a stranger telling you her company didn't charge it or the bank who's telling you who placed the charge? The details of the story came to the light by Connor posting about it, otherwise I would have never found out exactly what was going on.

Well we've had situations where we charge a card

It gets denied but puts a "Temporary Authorization" on the client's CC.

Vendor got ZERO MONEY

Client shows CHARGED

The thing is that charge should fall off automatically a few days later. If it doesn't we provide the client's information to OUR merchant service provided, they make contact with client's bank and have the Temp Auth removed.

It's a hell of a tedious process and i can imagine larger companies just don't go through all the hoops to make it happen.

But anyways, if that's what happened then that's how we resolve those types of "electronic deboggles".

fixed for accuracy. ;)

^ Totally true, this happened when I was trying to buy my wheels. Took like 7 days for the thing to let me re-charge the wheels.