Accessory Partners

Customer's response is filled with absolute false-hoods, my guess meant to mislead and confuse Revdex.com.  We despise rewarding bad behavior but at the same time, do not want a tarnished record with Revdex.com. 

Is the customer demanding specifically a free pair of add-a-leafs?  If we send him the free parts, will Revdex.com clearly consider this matter resolved?  I am willing to send the customer free parts only if our record will show this matter to be "resolved".  Please let me know if this is the case.  If it's left to the customer to decide whether or not we have fulfilled his wishes once the free parts are sent, we are in a most uncomfortable position.

Thanks in advance.

-[redacted]

Dear Revdex.com Representative,[redacted] placed an order with us on April 14, 2014 for a lift kit.  [redacted]s lift kits are drop shipped from the manufacturer for their distributors, of which we are one.  Normally, these kits are in stock and shipped directly to our customers from...

[redacted]s in a matter of 48 to 36 hours.  However, when Mr. [redacted]’s order was sent over, we were informed that the manufacturer was out of stock.   We started communicating with the manufacturer on a daily basis regarding the anticipated ship date of this kit.  They are reluctant to give us a firm date as they are never 100% certain when all parts will be in.  The best they could do was give us an approximate ship date and then we both hope for the best. Consequently, when we communicated with Mr. [redacted], we gave him the approximate ship date believing that it would be so.  And according to our live chat log and email account, we were in communication with Mr. [redacted] almost on a daily basis.  For unknown reasons and circumstances completely out of our control, the manufacturer had to push back their ship date estimates 2 or 3 times.  The lift kit ended up shipping on May 1st (2 weeks after ordering) and was delivered on May 5th.  Sincerely,[redacted]

Based on initial phone conversations with [redacted], we had misgivings about setting up Ace Motorsports as a dealer and truly should have trusted our instincts. Without posting a blow-by-blow rebuttal to his Revdex.com claim, rest assured, it is loaded with falsehoods and totally misrepresents...

the chain of events. [redacted] was treated with nothing but courtesy and respect each and every time we spoke, always told the truth and we did everything possible to help him get the parts he needed.  He simply wanted something to happen that couldn't happen on his time frame and he apparently thought that a verbal tirade and a twisting of events might change things for the better. After taking a high degree of abuse, we enthusiastically cancelled his order and refunded his money.In his complaint, [redacted] asked for a refund and an apology. Before his Revdex.com filing, [redacted] had already apologized several times for any possible misunderstandings (we overheard them all) and we did refund his money. In terms of complaint resolution, we have done what [redacted] asked for and I can’t imagine why he or the Revdex.com will consider this case to be unresolved. If there is anything else we need to do, please contact me directly at ###-###-####.

Mr. [redacted] has returned his merchandise and his account has been credited in full.  We understand the complaint by the customer, however, our website does list the procedure required for installation.  We have sold hundreds of these lowering shackles and this is our first...

complaint on this product.

Customer knowingly left out important facts.

The factory did make a change to the lift kit but the change DOES NOT affect the degree of lift to the rear of his truck.   The kit used to include a smaller lift block

and a pair of add-a-leafs to achieve a certain amount...

of lift.  Now the kit includes just a taller block that achieves precisely the same amount of lift.   On repeated occasions, we explained

that to the customer and while it would make no functional difference, per his original request  even offered to exchange the new taller block for the older block and add-a-leaf kit as pictured. 

The customer refused to accept our offer. He wants to keep the new taller blocks AND receive add-a-leafs at no charge.  That’s simply not a fair option.     

In short, the customer insisted that he should receive exactly what was in the picture, we offered to comply and he refused our offer. 

“Runaround”?  Absolutely false.   

“Consumer stuck in the middle”?  Absolutely false.     

Our unwillingness to “honor what should have been included in the kit”?  Absolutely false.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The vendor made false statements in their response as follows:

The conversation I had regarding the sufficient amount of rear lift to equalize the front and back, as per the stated recommendations for front lift, were directly with the MANUFACTURER.  A gentleman named [redacted] to be exact.  He explained that in order to obtain a sufficient amount of lift for my truck to sit level as per stated kit recommendations, I would need BOTH the newer style, larger block AND the add-a-leaf that I did not receive.  This is important to point out as prior to this fiasco, I had no idea that there was a 'new' block and an 'old' block or that I would not be receiving the exact items listed in the pictures and descriptions.  BOTTOM LINE, it clearly states that BLOCKS and ADD A LEAF's are included.  I was under the outlandish assumption that I would actually get what is advertised and I paid for - a block and a leaf spring that would provide a sufficient amount of lift for my truck to sit level at the kits recommended settings (sarcasm). The point here is that what was itemized in the descriptions and all other representations is NOT what I received (I have attached proof of these representations lifted straight from the vendors web site as I type this message).  It's absurd to think that a consumer should have to accept a factory change that they not made aware of in any way prior to, or after purchase, and have to determine on their own that kit components were insufficient in either the 'old' or 'new' configuration.  Bottom line, both a sufficient block and leaf spring should be included in this kit as per virtually all other competitive options from other manufacturers.  This is an extremely misleading business practice and it needs to be corrected.  Just include a 6" block (NOT a 4.5" block) and an add-a-leaf and the kit would be complete.

 "On repeated occasions, we explained that to the customer and while it would make no functional difference, per his original request  even offered to exchange the new taller block for the older block and add-a-leaf kit as pictured."  This statement is completely inaccurate.  It DOES make a dramatic functional difference (unless you think the rear of a truck sitting 2" lower than the front is normal).  I also NEVER received an offer to exchange any lift components.  This is an outright lie and I have all email communications.  I would like to see written proof of this offer.   

"In short, the customer insisted that he should receive exactly what was in the picture, we offered to comply and he refused our offer."  "The customer refused to accept our offer."  Completely false.  I never received any such offer(s).

 

“Runaround”?  TRUE I have received NO offers of any type of resolution from either the vendor or the manufacturer beyond the manufacturers response to "go and buy an add-a-leaf".  Well I DID buy one I just didn't get it!

“Consumer stuck in the middle”?  The vendor and manufacturer passing me around like a hot potato isn't being stuck in the middle?  

Our unwillingness to “honor what should have been included in the kit”?  TRUE. No reasonable person can look at the attachments and tell me that I received what I paid for.  I purchased a STANDARD kit.  

Regards,

Review: [redacted], "one of the owners of this company" , gladly assisted us in purchasing parts. 6 days after billing our credit card, we followed up to find the tracking number for our order. At this time [redacted] stated that the parts were not available like he had stated earlier, when he gladly placed out the order and processed our credit card. He then proceeded to provide inaccurate information and blatantly lied to us . [redacted] decided to tell us that [redacted] would be sending us the shocks and the hoops which we ordered and that these items were not in stock in his warehouse like he had stated at the time of our original purchase. Our business happens to have a great relationship with Transamerica. So we called over there to investigate this "Backorder" . At this point the part numbers [redacted] provided were missing numbers and after figuring out the correct part number these items were in stock within [redacted] warehouses , not on backorder as [redacted] had stated . He also lied to us when he said [redacted] would be shipping [redacted] shock hoops to us. [redacted] does not currently sell this brand and has no information on how they would ship us items they do not stock or sell. At this time we called [redacted] back to see why there was so much miss information being provided to us. At that time he decided to talk down to my employees and provide no real truth to why he was giving us incorrect information. After he continued to lie about our order he decided to hang up on us. WE ARE TRULY DISAPPOINTED WITH THE WAY THIS "OWNER" [redacted] HANDLED THIS SITUATION AND HIS LYING ABOUT THE LOCATION OF PARTS AND WHAT HE HAS IN STOCK . WE WILL NOT BE USING THIS COMPANY IN THE FUTURE, AND DO NOT RECOMMEND THEM TO OTHER BUSINESSES OR RETAIL CUSTOMERS.Desired Settlement: apology and the refund we requested as these items have not shipped while wirting this 02/26/2015 11:46 am

Business

Response:

Based on initial phone conversations with [redacted], we had misgivings about setting up Ace Motorsports as a dealer and truly should have trusted our instincts. Without posting a blow-by-blow rebuttal to his Revdex.com claim, rest assured, it is loaded with falsehoods and totally misrepresents the chain of events. [redacted] was treated with nothing but courtesy and respect each and every time we spoke, always told the truth and we did everything possible to help him get the parts he needed. He simply wanted something to happen that couldn't happen on his time frame and he apparently thought that a verbal tirade and a twisting of events might change things for the better. After taking a high degree of abuse, we enthusiastically cancelled his order and refunded his money.In his complaint, [redacted] asked for a refund and an apology. Before his Revdex.com filing, [redacted] had already apologized several times for any possible misunderstandings (we overheard them all) and we did refund his money. In terms of complaint resolution, we have done what [redacted] asked for and I can’t imagine why he or the Revdex.com will consider this case to be unresolved. If there is anything else we need to do, please contact me directly at ###-###-####.

Review: Below is what I originally wrote the [redacted] at Accessorypartners.com and he has not responded after 5 email attempts and two phone calls to [redacted] on 8/13 and [redacted] on 8/15. [redacted] said [redacted] would call me back and when he did not I called again 8/15 and got [redacted]. He said they would fit if I cut my truck bed. I said that is not reasonable, nor was that noted on their website. [redacted] said "Well it is now." I repeated my request for a refund AND prepaid return shipping. He said he would need to get approval for them to pay the return shipping and would send me an email. That has not happened to date, despite multiple requests. [redacted]

Re: Order #18036 -

I received rear lowering shackles (part#33200) on 8/9/14 and tried to install them on my 2015 GMC Sierra 2500HD 4WD that day. You have to raise the truck bed to remove to upper shackle bolts. After installing the parts, I lowered the bed and it hit the springs with over 1/2" to go. The only way to lower the bed fully would be to bend or cut sheet metal on the bed floor. I'm not going to do that on a brand new truck, so I reinstalled the stock shackles. These shackles therefore do not "fit" as advertised. No mention was made on your website that body alterations would need to be done. I respectfully request you pay for return shipping and issue a full refund. Thank you.Desired Settlement: I just want them to send me a prepaid return shipping label and issue a refund to my credit card.

Business

Response:

Mr. [redacted] has returned his merchandise and his account has been credited in full. We understand the complaint by the customer, however, our website does list the procedure required for installation. We have sold hundreds of these lowering shackles and this is our first complaint on this product.

Review: I ordered an item the 12th of April 2013' from Accessory Partners, which I was told they had in stock, which was not true and I was also told that they could get me the product by that following Friday the 18th, which was also not true.

I do not have the item as of today, nor any communication as to when that product will be shipped out to me.Desired Settlement: I would like not only a speedy delivery order of the product, but through all this hassle of delays, would like a fox shock upgrade and an upgrade to the struts

Business

Response:

Dear Revdex.com Representative,[redacted] placed an order with us on April 14, 2014 for a lift kit. [redacted]s lift kits are drop shipped from the manufacturer for their distributors, of which we are one. Normally, these kits are in stock and shipped directly to our customers from [redacted]s in a matter of 48 to 36 hours. However, when Mr. [redacted]’s order was sent over, we were informed that the manufacturer was out of stock. We started communicating with the manufacturer on a daily basis regarding the anticipated ship date of this kit. They are reluctant to give us a firm date as they are never 100% certain when all parts will be in. The best they could do was give us an approximate ship date and then we both hope for the best. Consequently, when we communicated with Mr. [redacted], we gave him the approximate ship date believing that it would be so. And according to our live chat log and email account, we were in communication with Mr. [redacted] almost on a daily basis. For unknown reasons and circumstances completely out of our control, the manufacturer had to push back their ship date estimates 2 or 3 times. The lift kit ended up shipping on May 1st (2 weeks after ordering) and was delivered on May 5th. Sincerely,[redacted]

Review: I purchased a GM 07-13 "Standard" 7-9" lift kit from the subject of this complaint, whom I assume is an authorize vendor of McGaughys Suspension. The kit was represented and advertised by both the manufacturer and vendor to include certain parts that I did not receive. The kit descriptions, photos, part lists and installation instructions lead the consumer to believe that certain parts are included with the kit that are not. The exact part in question that I did not receive are two add-a-leafs and pins. Part of the kit marketing between 'standard and economy' and a factor when I was making my decision which kit to purchase, is that the "add-a-leaf" is included in the 'standard' kit and is not with the 'economy' kit. This is blatantly stated on the vendors web site, and is supported by photos of the kit and a list of items included with the kit. The inclusion of the add-a-leaf was a major factor in my decision to purchase the higher priced 'standard' kit and I did not receive a key part that is advertised to distinguish between the two price levels.

Another point to make is that despite the instructions stating otherwise, the amount of rear lift included with the kit, without the add-a-leaf included, is not sufficient for the truck to have a level, even stance. A customer representative of the manufacturer admitted on the phone that the truck would not have an even stance with the parts included with the kit, when following the kit recommendation to set the front amount of lift at 8". This is another misleading practice that is not disclosed to the consumer prior to purchase. This should be corrected in advertising, instructions and other disclosures.

I have tried to resolve this issue with both the vendor and the manufacturer in an attempt to receive the parts I was led to believe that I ordered. Both the manufacturer and the vendor have partially admitted fault by advising that this was a "rolling change". The manufacturer and vendor should honor what should have been included in the kit until they correct their marketing, descriptions, photos, installation instructions and all other places that this change is NOT currently disclosed. I've gotten the run around between both the vendor and the manufacturer with both trying to place the blame on each other. I'm the consumer stuck in the middle. Someone needs to make this right for the customer!!!Desired Settlement: The fair resolution to this is for the vendor or manufacturer to send me the parts I ordered, free of charge, that I spent my hard earned money on.

Business

Response:

Customer knowingly left out important facts.

The factory did make a change to the lift kit but the change DOES NOT affect the degree of lift to the rear of his truck. The kit used to include a smaller lift block

and a pair of add-a-leafs to achieve a certain amount of lift. Now the kit includes just a taller block that achieves precisely the same amount of lift. On repeated occasions, we explained

that to the customer and while it would make no functional difference, per his original request even offered to exchange the new taller block for the older block and add-a-leaf kit as pictured.

The customer refused to accept our offer. He wants to keep the new taller blocks AND receive add-a-leafs at no charge. That’s simply not a fair option.

In short, the customer insisted that he should receive exactly what was in the picture, we offered to comply and he refused our offer.

“Runaround”? Absolutely false.

“Consumer stuck in the middle”? Absolutely false.

Our unwillingness to “honor what should have been included in the kit”? Absolutely false.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The vendor made false statements in their response as follows:

The conversation I had regarding the sufficient amount of rear lift to equalize the front and back, as per the stated recommendations for front lift, were directly with the MANUFACTURER. A gentleman named [redacted] to be exact. He explained that in order to obtain a sufficient amount of lift for my truck to sit level as per stated kit recommendations, I would need BOTH the newer style, larger block AND the add-a-leaf that I did not receive. This is important to point out as prior to this fiasco, I had no idea that there was a 'new' block and an 'old' block or that I would not be receiving the exact items listed in the pictures and descriptions. BOTTOM LINE, it clearly states that BLOCKS and ADD A LEAF's are included. I was under the outlandish assumption that I would actually get what is advertised and I paid for - a block and a leaf spring that would provide a sufficient amount of lift for my truck to sit level at the kits recommended settings (sarcasm). The point here is that what was itemized in the descriptions and all other representations is NOT what I received (I have attached proof of these representations lifted straight from the vendors web site as I type this message). It's absurd to think that a consumer should have to accept a factory change that they not made aware of in any way prior to, or after purchase, and have to determine on their own that kit components were insufficient in either the 'old' or 'new' configuration. Bottom line, both a sufficient block and leaf spring should be included in this kit as per virtually all other competitive options from other manufacturers. This is an extremely misleading business practice and it needs to be corrected. Just include a 6" block (NOT a 4.5" block) and an add-a-leaf and the kit would be complete.

"On repeated occasions, we explained that to the customer and while it would make no functional difference, per his original request even offered to exchange the new taller block for the older block and add-a-leaf kit as pictured." This statement is completely inaccurate. It DOES make a dramatic functional difference (unless you think the rear of a truck sitting 2" lower than the front is normal). I also NEVER received an offer to exchange any lift components. This is an outright lie and I have all email communications. I would like to see written proof of this offer.

"In short, the customer insisted that he should receive exactly what was in the picture, we offered to comply and he refused our offer." "The customer refused to accept our offer." Completely false. I never received any such offer(s).

“Runaround”? TRUE I have received NO offers of any type of resolution from either the vendor or the manufacturer beyond the manufacturers response to "go and buy an add-a-leaf". Well I DID buy one I just didn't get it!

“Consumer stuck in the middle”? The vendor and manufacturer passing me around like a hot potato isn't being stuck in the middle?

Our unwillingness to “honor what should have been included in the kit”? TRUE. No reasonable person can look at the attachments and tell me that I received what I paid for. I purchased a STANDARD kit.

Regards,

Business

Response:

Customer's response is filled with absolute false-hoods, my guess meant to mislead and confuse Revdex.com. We despise rewarding bad behavior but at the same time, do not want a tarnished record with Revdex.com.

Is the customer demanding specifically a free pair of add-a-leafs? If we send him the free parts, will Revdex.com clearly consider this matter resolved? I am willing to send the customer free parts only if our record will show this matter to be "resolved". Please let me know if this is the case. If it's left to the customer to decide whether or not we have fulfilled his wishes once the free parts are sent, we are in a most uncomfortable position.

Thanks in advance.

-[redacted]