Complaint Review: Hankook Tire America Corp.

We bought four new tires Hankook Ventus V4 ES (H105) for our '05 Outback Subaru.  After much research into tires and comparing brands and tires within brands, on TireRack and Tires.com I decided on the Hankook for their price, style, road handling and low dB noise levels in test comparisons in Road & Track Magazine.

So we found an offer online and advertised on TV and in magazines.  The Great Catch 2011 Mail-in Rebate Promotion that Hankook was giving.  After the purchase, we followed instructions to a "t" and mailed in original receipt, for our $40 rebate, mailing it in well before the July 30th deadline.  After waiting almost a month and a half, I emailed Hankook USA and this is the reply I got.  I am cut and pasting the email exchange between me and Ms. Lee (who even after my wife called directly the day after the email exchange got no where either).  I am wondering how many other American customers were NOT given their rebates and told "their forms were lost in the mail".  I find it hard to believe that the USPS is at fault there.  I never received a returned postage, as I included my return address on the envelope.   So I don't believe them one bit when they say it was lost in the mail.  I still have copies of receipts but they will not honor the rebate offer stating that they cannot enter my info after their deadline.  Poor customer service if you ask me.  Too bad, they have a pretty good product, but if they are not able to back up a promise, I guess I will take future business elsewhere.

From:  Michelle Lee <mlee@hankooktireusa.com>
To:  JP <jpxxxxxxx@aol.com>
Date:Tue, Aug 16, 2011 2:46 pm

Michelle,

The mail-in was never returned to me by the US Postal Service, so what proof do I have that you never received it.  In my opinion it was mailed correctly, you may have lost it at your end or not processed it (for whatever reason).  I don't hold the USPS responsible.  Just for a matter of completeness, I will no longer be purchasing Hankook products.

Regretfully,

JP

-----Original Message-----
From: Michelle Lee <mlee@hankooktireusa.com>
To: JP <jpxxxxxxx@aol.com>
Sent: Tue, Aug 16, 2011 2:46 pm
Subject: RE: rebate check

JP, We understand your feeling I would like to process as you requested but as I said before we cannot enter any additional application entries our systemHankook Great Catch rebate account has been closed.We cannot processing this located all mail - in rebate. Please read I have attached our terms and condition if you need just incase Thank you for your attention and if you have any questions, please let us know.   
From: jpxxxxxxxxxxxxx [mailto:jpxxxxxxx@aol.com] 
Sent: Tuesday, August 16, 2011 11:33 AM
To: Michelle Lee
Cc: Sharonxxxxxxx@aol.com
Subject: Re: rebate check Michelle,

That is a horrible reply to my inquiry; that statement reflects poor customer service.  I mailed in the rebate in good faith and followed instructions implicitly.  You are now "Indian Givers" and will refuse to honor your rebate offering.  Should I not receive my check from your company, I will be forced to never consider purchase of any product from your company in the future.  That is too bad for I am a repeat customer and have always been loyal to the brand.

I expect you to go over my request and issue with your supervisor before denying your customer due process and consideration.  If you provide a fax number I will fax you the receipt and date of purchase of the tires in Charleston, SC.  I went to great lengths to print the forms from your website and fill them out completely and submit by mail before the deadline. Respectfully, Yusuf (JP) Saleeby, MD (home office) Information contained in this e-mail transmission is privileged and confidential. If you are not the intended recipient, do not read, distribute, or reproduce this transmission. Please call (800) ccc cccc, or reply to this e-mail to notify the sender, and delete this message immediately.  -----Original Message-----
From: Michelle Lee <mlee@hankooktireusa.com>
To: jpxxxxxxx
Sent: Tue, Aug 16, 2011 9:57 am
Subject: RE: rebate checkGood morning JP & Sharon, Unfortunately, we have never received a rebate application from you.  We are not responsible for lost or misdirected mail.  There is nothing further we can do as too much time has elapsed.  A block has been placed on our system and we cannot enter any additional application entries.Thank you for your attention.    From: Tech Support (Judi) 
Sent: Tuesday, August 16, 2011 8:39 AM
To: Michelle Lee; Genevieve Lee
Subject: FW: rebate check   Sincerely, Judi HirschbergTechnical Representative
Quality and Service Team
Hankook Tire America Corp.
1450 Valley Rd, Wayne,NJ  07470
Tel :  1-800-HANKOOK (426-5665) X 615
             973-406-3615 (Direct)Fax:      973-633-9980From: QandA@hankooktireusa.com [mailto:QandA@hankooktireusa.com] 
Sent: Monday, August 15, 2011 5:45 PM
To: Tech Support (Judi)
Subject: rebate check First NameJP & SharonLast NamexPhoneCategoryCustomer ServiceSubjectrebate checkContentWe have submitted a rebate receipt and paperwork over a month ago for new tires purchased. The special was a rebate of $60 or $80 on 4 new tires. Wanted to check on status of this rebate check. Thanks, xx (912) ccc cccc