ComplaintsforNitto Tire USA Inc

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new set (4) of Nitto Recon Grappler tires sized 275/55/20XL on ****** on 10 April 2023, proof of purchase attached. I had them installed at their recommended dealer, ******** in ***********, **. Less than one year after purchase and less than ****** miles an abnormality occurred on the bead of one of the tires. I called Nitto and they stated I must have the tire inspected at an authorized dealer. I went and had the inspection done by Discount Tire in ******, ** on May 29, 2024. After an inspection, they agreed the **** had a manufacturer defect and would work with Nitto to warranty the tire. I opted to pay for a replacement tire ($320.85) that day as it was unsafe to drive on that tire any longer, receipt attached. Nitto advised me they would work with Discount Tire to refund me the cost of the tire once they received the tire and completed an inspection to confirm manufacturer defect. I received confirmation from Discount tire on 13 June the tire was shipped to Nitto and they provided the tracking receipt, attached. Nitto then advised me it could take up to 8 weeks to receive the tire and complete their inspection. I was assigned case number: ******** and a case manager by the name of ********. I have tried over and over and over to work with the case manager ******** with no resolution. I have been patient and provided all supporting documents. Nitto Tire has refused to refund me for the replacement which is covered under their Warranty coverage. This goes against their Company warranty/guarantee and is absolutely unacceptable. I wish to be refunded for the replacement tire which is covered by the warranty they offer when buying tires from them

  Business response

  10/25/2024

  Nitto Tire was contacted by Discount Tire after completing a tire inspection on *** *********** tire for a possible warrantable condition.  Unable to determine the exact cause of the condition we instructed Discount Tire to submit the tire for warranty inspection by Nitto Tire and provided a case letter which helps us track the tire within the process. Unfortunately, the tire was sent directly to our inspection center instead of through Discount Tire's adjustment warehouse therefore we received a tire with no warranty claim information and initially denied the claim.

  We proceeded to contact Discount Tire's warranty department to advise of the issue and they advised they would have the store contact *** ********** and credit him back. Nitto Tire will later provide a credit back to Discount Tire for assisting *** **********. 

  If *** ********** has not been contacted by Discount Tire we ask that he reach out to us so we can assist.  

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased nitto tires Sept 2022 for my 22 jeep Wrangler. At ****** miles they started to dry rotting. Contacted Nitto June 7 2024. From the very first contact burden of proof was on me. Nitto HAS NEVER CONTACTED ME first during any of this. I have been to 4 different 2 were on the list Nitto approved of (they didn't want to deal with it because of what I am going through now) Nitto wanted me to have the 5 tires removed and at that point minus ****** miles from the price BUT that would be determined upon receipt of dry rotting tires. I provide MULTIPLE PICTURES AND RECITE. So I was expected to replace and not know the full reimbursement amount to whom would get it. I have explained I work I have already taken my time my gas and stressed beyond stressed because of this they expect me to drive 45 away and start the search for approved place for tires. I bought those trusting I bought quantity tires. Now I know the reason the reviews are all bad, not even the approved ones want to deal with them. As the consumer why am I being done this way and during their non help I'm driving on tires that continue to get worse and put me in danger. The tires and wheels have gone up in price since Sept 2022 I'm looking at 4,500.00-5,000.00 to replace tires and wheels because I can't replace them for what I bought them. The tires won't fit on the wheels I'm planning on replacing Nitto with so I need both reimbursement plus all my time my gas and the added stress from dealing with Nitto. Will you please help me I have a TBI and this has got all those symptoms in over drive. Please help me. They will not call me back when I have left 3 different voice messages. I have read articles about them doing this to other people. It's something to do with what they are made out of. In 2022 the est total cost was ******** plus tax today Aug 2024 4,500.00-5,000.00 to replace please help me June 7 2024 is the first contact with **** at Nitto

  Business response

  08/14/2024

  We were contacted by the consumer on June 6. A response was provided by **** in which he requested the proof of purchase as well as provided the consumer with instructions to return to a dealer for a warranty inspection.  The following day we were contacted by ***** at *********************** Tire & ********* Danville and were advised that an inspection was completed and the tires were at a warrantable level for the condition dry rot. **** offered to provide an authorization for this claim which would guarantee credit based on the remaining tread depth of the tires. This credit is similar to what the warranty would provide coverage for.

  On June 11 the consumer contacted us advising she was upset with *********************** as they would not assist her and would now go with another dealer, Automate of ********. **** reached out to the dealer and they confirmed they were willing to assist with the consumer. **** offered the same authorization as before to the dealer.  On June 28 we were advised by the consumer that Automate of Danville was no longer going to assist.  She would be working with ****** at J & K automotive and he would contact us the following Monday. 

  There was no communication from the dealer or the consumer until July 18 where the consumer called to advise she was unable to find a dealer willing to assist. She mentioned she did not trust a local dealer (*****************) and that she reached out to a **** dealership who stated they could not assist.  The consumer expressed she wishes to receive credit prior to submitting the tires and would then after submit the warranty tires to us after the fact.  Unfortunately, this is outside of our stated warranty process and we would unable to proceed.  We have had no further communication from the consumer up until receiving the BBB notification at which point we attempted to reach out to the consumer and are waiting for a response. 

  Customer response

  08/27/2024

  I provided **** with the receipt. 
  I did not **** because I was upset with ******************* I was upset with **** based on the message ******************* gave me after they spoke with ****.  Stating **** was only going to replace 4 not 5 of the tires they also informed me that they or I would have to purchase new tires send the old ones back THEN Nitto would DECIDE how much they would send.  **** had already told me he would automatically dedication of ****** miles on the tires I had used.
  I called **** and after speaking with him found out he didn't tell them 4 tires.
  Before going to ******************* I went to the **** dealership pre ****'s list he approved **** didn't want to mess with the Nitto warranty process because of all the ***** to go through.  ********************* had left oil on my engine I was not impressed with the service from a oil change and miles they put on the Jeep. 
  After talking to ********** went to the 3rd one AutoMate **** called ****, ALL OF THEM CALLED **** **** CALLED NO ONE INCLUDING ME AT ANY POINT.  **** from AutoMate called me and said they couldn't do it because of ****'s rules.  Then I found ****** at J and K ****** called ****. 
  At no point during any of this has ANYONE FROM NITTO CALLED OR EMAILED ME OR THE BUSINESS ABOUT THIS.
  The business ALL OF THEM EXPRESSED pretty much NOTHING BUT NEGATIVE ABOUT DEALING WITH NITTO.
  The calls are recorded list to the calls.
  I had also called left message asking for someone from Nitto to call me NOTHING THEY NEVER RETURNED MY CALL. 
  Nitto wanted me to after all of that drive 45 mins to ANOTHER PLACE on their list.
  On Monday Aug 19 2024 ****** from J and K called and spoke with a woman from Nitto which basically made a sarcastic sounds and said something negative about me and my being upset over this. She told ****** she would call him back tomorrow and you guessed it tomorrow hasn't gotten here yet. As of today Aug 23 2024 she still hasn't called.
  As far as communication I worked full time and I ran my a** of trying to do what **** and Nitto wanted
  I now have dry rotting tires and one has a blug on the side of the tire.  The tires are NOT SAFE.
  And yes I am feed up with this.
  After research I have learned I'm not the only person that has been done like this by Nitto.  In fact contacting you the BBB was what other people did to get the tire issues resolved. 
  This is to the point of ridiculous.
  I need tires I have done what was asked of me Nitto needs to be held accountable for this ********.
  ***********************

  Business response

  08/30/2024

  As of today, Friday 8/30, we have been in contact with ****** of J & K Auto Accessories and have provided authorization for remaining tread depth credit for the consumer's 5 tires.  The authorized credit is what is guaranteed by the Nitto warranty.  

  The dealer can proceed forward with the warranty process at this time. We will follow up with the dealer to assist as needed to ensure that this matter is resolved for the consumer. 

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tires are 2 1/2 years old. 14/32 tread depth with ****** miles. The tires are cracking in between the tread and are in safe to drive on. I spent alot of money to not be able to have a reliable tire.

  Business response

  07/22/2024

  ********************** posted a comment noting his concern on our Nitto ******** page on 7/20/24.  A representative responded to ************************** post today (7/22/24).  ******************** was advised to visit his dealer of purchase for a warranty to be completed. Once completed the dealer can contact us at ************ so we can gather the results of the inspection.  If a warrantable condition is found and the tires are within the period of warranty coverage then the dealer can being the warranty process. 

  This is the initial step for any possible warranty situation that is in place.  For any additional questions or concerns, we can be reached at ************.

  Customer response

  07/22/2024

  I communicated with Hometown Tire in *********, ** and they said all they could do is $100 off a tire and get me into a different brand. They were unwilling to submit a warranty claim. ****** at Hometown **** said that this is what his Nitto territory rep told him to do. I took my vehicle to a Discount Tire and they could offer me $1700 in warranty credit however, I believe this is still not enough to cover my tires cracking after 30 months. Please advise. 

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Case #********. I have filed a warranty claim for 4 Nitto 420S tires (255/55r18) that according to my local ******* tire center; all have belt separation issues. This is obviously very dangerous and can lead to a tire failure, potentially an accident and/or injury. I need to replace these tires and have filed a warranty claim; however, I have repeatedly called their customer service and asked for a claim representative to move forward with my warranty claim but Nitto is totally ghosting me; it has been two weeks and multiple discussions with Nitto customer service but no one from Claims has ever called me to discuss my warranty!

  Business response

  06/28/2024

  An representative for Nitto has recently reached out to ************.  We are currently working with ************ and attempting to begin the warranty inspection process. If a warrantable condition is found, the dealer will submit the tire for warranty processing through their distributor who then submits it to Nitto for inspection and processing. This is the process for all possible warranty situations. 

  Please note that our warranty covers any defect in workmanship and materials within 60 months from the date of purchase. If the original sales invoice is not available, the manufacturing date of the tire will be used in lieu.  For more information regarding our warranty please visit our website at www.nittotire.com. 

  Customer response

  06/28/2024

  I spoke with Nitto/****/Claims from *******, ********** and he seemed very unmotivated to help with the warranty. I am awaiting to hear back from Nitto/**** but I am not hopeful that Nitto is going to stand behind their product defect. So far, the only option Nitto has provided is that I drive 45 minutes away to have their authorized dealer look at my tires and clearly stated that any charges incurred to look the tires are my responsibility. In summary; Nitto wants me to drive ***************************************** to pay for costs incurred to do the review Nitto is asking for? Sounds like Nitto has zero intention of taking any responsibility for their defective product!

  Business response

  07/02/2024

  Our representative, ****, has been contacting local dealers in **************** area in order to get assistance with the warranty inspection.  We were informed that a dealer has agreed to assist with the process and we are currently providing instructions on what is needed for the process.  

  A warranty inspection is required as it is the first step to determine if the condition is covered under warranty.  If so, the dealer can assist with the warranty processing as required.  All warranty submissions much be done so through a dealer as we do not manage them directly with the consumer.  If there is a dealer that ************ would prefer to work with we ask that he provide that information so we may reach out to them and confirm that they can assist with the process. As long as the tires meet the conditions outlined in our warranty manual we will proceed to provide coverage as stated.  

  Customer response

  07/17/2024

  **** has made no contact with me in almost 4 weeks, it shouldnt take 4 weeks to find a local Nitto dealer to take 15 to 20 minutes to look at my tires to satisfy your warranty procedure. I have had both ******* and ******** Automotive, independently look at my tires and they both came to the same conclusion - my tires are separating and are unsafe to drive! Can you please escalate my claim and let someone who is a lot more serious than **** to help bring this claim to resolution!

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought 5 new Nitto trail grappler tires in April of 2019. I own a ******************************** the winter, it's on the road from April 15th to November 1st. I started to notice separation 3 years ago, but didn't know what it was. When at the Smokey Mountain Jeep Invasion, a guy came over to look at my Jeep and noticed the tires. He told me he thought it was dry rot on all my tires. I just assumed I was screwed being they were 3 years old. I only have ****** miles on it. My good friend made me go and just see, he stated if nothing else I could save a life from someone else who is having dry rot on their tires. I sent a message to Nitto who advised to go see my dealer, I did, and was told I'm not covered. We went out to the Jeep and I explained that reading up on the warranty I should be given a pro rate amount if nothing else. He first told me I had 8mm on the tires but when we went out to the Jeep it showed 11mm. He couldn't explain the dry rot, even on the spare that has never seen pavement. I believe there is a serious problem with these tires that could fail someone causing a serious accident and injury. My next complaint is to the ***** To just exchange the tires and this is still happening to consumers is not right either, there is a problem with these tires. I'm still waiting to see what or how the dealer or Nitto will make this right. After checking the BBB, apparently there is a problem.

  Business response

  02/16/2024

  Mr. ****** contacted Nitto via social media on 2/3/24 expressing his concern with his set of tires. We advised Mr. ****** to return to his dealer of purchase for a warranty inspection as is the standard process. No further communication from Mr. ****** or his dealer until 2/12 and on 2/15 where Mr. ****** contacted us via social media. We have asked that he provide us with his dealer's information so that we may contact them directly as we show no calls from any dealer regarding Mr. ******'s inspection. 

  If the customer can provide us with the required information we would gladly contact the dealer and secure the needed information to review his concern.  

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Buyer BEWARE!! I purchased 4 Nitto Tires NT All Weather tires with a ****** mile warranty last November. In March I went to the dealer (Big Brand Tire), and made them aware of excessive wear on my new tires. I requested a warranty replacement. NO-GO. They would not follow the process. Now fast forward to now. I am brushed off again and referred to Nitto. Nitto sends me for an inspection at America's Tire, after which, *** of Nitto Tires denies my claim due to the amount of wear; when the issue is obvious, excessive wear and balding for no reason! I've owned these tires for less than one year. They began balding after 3 months!!! These tires have a 60k mile warranty, yet I have driven less than 15k miles and the tires are severely worn. This product does NOT meet any of my expectations nor did it perform as stated or last 60k. Nitto denied my warranty claim! These tires shouldn't even be sold in stores as they are being sold with false warranties and claims of durability that just aren't there! These NT's obviously have a manufacturer defect that the dealer nor NITTO is willing to admit. I WILL.NEVER PURCHASE A NITTO BRAND TIRE. I WILL NEVER RECOMMEND THIS BRAND TO A CONSUMER.

  Business response

  09/26/2023

  The consumer contacted Nitto Tire on 9/14/23 with a complaint of rapid treadwear on her Nitto Tires. The consumer was advised to return to her dealer for a warranty inspection.  The consumer and dealer contacted Nitto and provided the information from the completed warranty inspection.  Based on the remaining tread depth measurements provided by the ********* was communicated that the tires do not qualify for the treadwear warranty due to the excessive wear. To clarify, our limited warranty states the tires must be worn down to the treadwear indicators which measure 2/32nds. Furthermore, the limited warranty also states that tires worn past the treadwear indicators are not covered. The tread on the consumer's tires were said to measure 1/32nd with some areas reading 0/32nds.

  Nitto Tire will be reaching out to the consumer shortly in order to review the case further. Based on the information provided assistance may be provided.  

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  WARRANTY COMPLAINT . . . Purchased tires from Tire Engineers of ******, ******* (Nitto Tire Distributor 2018). One of the tires failed in December 2021 - loss of air, crack in the sidewall. Tire Engineers inspected and confirmed tire failure but they were no longer a Nitto Tire Distributor. I contacted Nitto Tires *************). **************** asked that the tire be inspected by one of their Representatives for warranty consideration and provided their case #********. Before going to their Rep., I had all of my tires inspected by **********************************************************. ************).******************, confirmed the deep cracking in not only the failed tire but also 2 others showed sidewall cracks.I immediately replaced all tires with a different brand and headed over to their **** ****************************** (******, **. ************). ********************* confirmed need for replacement and forwarded his report to Nitto 2-22-2022 RO# *****. SINCE February, I have not received any compensation. I have spoken to and lmtc with various employees of NITTO TIRES without any success. I finally received a call back from ********************* of Nitto's **************** who mentioned he would follow up on the delays. It's been over a month and I have left several mssgs for **************** without any calls being returned. HOPEFULLY, your involvement will help to expedite my warranty claim for the faulty tires. I spoke with ********** of ************ and he confirmed that they still have the tires and no one has gotten back with him as well. He is the Representative locally for Nitto Tires.

• Initial Complaint

  08/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased four new Nitto Ridge Grappler tires from an authorized dealer on 2/1/2021. Nitto is the worst tire I have ever owned this tire wore out in 21K miles on all four wheels I had two Nitto dealers look at the tires and they both thought I had to get a bad batch of rubber. After three weeks of multiple inspections and pictures sent by me and dealer, Nitto a large corporation was not able to receive the emails even when their system said that they received email. Report and images show all tires were worn evenly and rotated. Nitto did NOTHING. Dont buy these tires they are a HUGE WAST OF MONEY!!!

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a brand new ****** tundra from *********************** ****** on 31 March 2020 which had 275/55/20 Nitto ridge grapplers on them. I have never had Nitto tires before but I like how they look. After a few thousand miles. ******* to have what seemed premature wear on the outer edge of the tires. I thought man these tire must not be very good. I continued to monitor the tires and started to consider what tires I was going to have to replace these. This week I inspected my tires as I need to have a certain tread life to ship my vehicle overseas for a permanent change of station with the military. At this time I noticed several of the tires have large chunks of tread missing. Rotten looking and worn. My truck has ****** miles on it only driven around town in the last two years. Never off road. My wife is the primary driver. Services and inspections on my vehicle were covered in a service plan and they were rotated regularly and pressure maintained by nitrogen from the dealer. I live in ******* and there have been no severe ******* or climate changes that would drastically effect these tires Now in a very short period of time I have to purchase all new tires for my truck before I can ship it to do my job! I feel that these Nitto tires are defective or a poor quality product.

• Initial Complaint

  02/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased 4 Nitto Tires on (TNI0210880) on 6/18/2020 through *********** for my 2015 Jeep Grand Cherokee. These are supposed to be guaranteed for ****** miles. I had oil change and tire rotation 10/13/20 ***** miles 5/4/21 ***** miles and 11/4/21 ***** miles. ** mention of tire issues. On 2/1/22 we noticed how extremely bald the tires were getting so we took the vehicle to Astorg. **** the service manager agreed there was an issue. He took measurements and pictures and stated he would file a warranty claim. We never heard anything and followed up on 2/18. **** with Astorg said he would follow up with Nitto. I called Nitto on 2/23 myself. They followed up with Astorg and called me on back on 2/25. They stated they tires were too worn and would only cover 1 under warranty. They said I did not do my due diligence as a consumer. I stated I had and got my alignment and tired rotated as required. I spoke with Astorg again on 2/25 and **** the service manager said he sent them all records and showed I did all I was supposed to due. He said he couldnt believe they will not cover. I have ****** miles on these tires and less than two years from purchase and there is no uneven wear indicating an alignment issue and it is clearly a rubber issue with the tire. I would like for Nitto to stand by their warranty and replace my tires.

*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. ↩