Aero Precision Reviews (%countItem)
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Aero Precision Rating
Address: 2320 Commerce St., Tacoma, Washington, United States, 98402
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I just wanted to take a moment to give credit to Aero’s warranty department. Although I spoke to a different service rep, every time I called I was almost always directed to the guy who was actually working on my rifle.
Without getting into specifics, Aero started looking into the issues I was having within 2-3 days of receiving my rifle in and after finding no issue....AND listening to my side....Mike (the guy looking at it) suggested I send my lower in to rule out all possibilities of the problem.
So, after less than a couple of weeks, Aero paid for shipping both my upper and lower back to the factory, identified the problem which turned out wasn’t Aero’s fault at all, and then paid to ship both back.
I couldn’t be happier.
When judging a company from online posts or the Revdex.com always keep in mind that only a fraction of those with good experiences will tell someone else while the vast majority who had negative experiences will tell the whole world.
The only reason I’m not giving 5 stars is that 1 or 2 of those answering phones seemed to lack some people skills. When I ask for a name and get “Aero Precision”, please understand I’m needing your name as a reference for when I’m asked By someone else “who did you speak to?”. A repeated dismissal of my question makes me want to throttle the whoever is on the other end of the line.
Same as most
Customer service
Products ok
Price ok
Try to communicate needs and issues with the staff through several customer service tickets and a phone call .
They give not 1 *** about customer service and even paying lip service to keeping a customer .
Find another reputable source for AR15 and AR10 gear and skip the headaches .
Please provide details on your exchange so that we can review and help where possible. This is not a valid review of our company as it does not provide any tangible details that can be addressed. We would be happy to address the issue if we had any actual details about communication between the customer and our company.
Ordered BCG/Buffer system(gun parts) received defective parts that damaged other parts of the gun. They refused to refund my money for their improperly machined parts. I don’t want an exchange, store credit just my money back. They are advertising precision machines parts and sending junk. Can’t talk to anyone over the phone about the issue and emailed ticket system refuses to answer my questions.
We are sorry to hear the customer is not happy with the parts he received. Although we keep very tight tolerances and are proud of our quality control, it's always possible for sub-par products to slip through the cracks. We always work hard to help the customer out and replace the parts when this does happen.
We initially overlooked that the customer requested a refund instead of for the parts to be replaced. It was not that we refused to refund the money, but that our representative innocently missed that request. Prior to this complaint, we did confirm with the customer that we could process a refund. Since then, the refund has been processed.
We were in contact with the customer throughout the issue. We also tried to call the customer to discuss, but the customer did not answer and their voicemail inbox is full so we were unable to leave a message.
We consider this matter closed. If there are any other issues, the customer has direct contact to our Customer Service Manager who is happy to help.
Again, our apologies for the poor experience with Aero Precision. We hope you will give us another chance in the future.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Products and turn around times are excellent HOWEVER their customer service leaves a lot to be desired. I had a lower receiver shipped to an incorrect FFL by some mistake of the online ordering system even though they managed to receive the email address of the correct FFL. Since it was shipped to an FFL outside of my state of residence, this product will have to be shipped to a different FFL in my state of residence for me to pick up. This results in additional shipping costs and FFL transfer fees that Aero Precision refuses to cover. They would not take ownership of the mistake or even show the slightest bit of sympathy when I talked to the customer service rep and their respective manager. I have been a fan of Aero Precision products however their customer service has been abysmal. I do want to reiterate that their products are some of the best on the market for the price and I have several Aero builds that I love. But from this experience, don't expect them to work with you when issues arise.
Terrible customer service when trying to resolve a missing order shipment. Not helpful via their help desk ticket, online chat representative suggested I wait 2 more days even though I've been waiting for 1 week, phone call went to voicemail with no response.
Don't order from them direct, and better yet, don't use their product.
I'm generally very patient and don't mind if things come late, but their attitude towards it, as if it wasn't their problem, was not professional.
I have never seen worse Customer service and worse return/exchange policy, This product was recommended by one of my instructors, I was on the fence weather to order 22" or 24" barrel, I consulted with their online reps and ended up ordering the 22, the complete upper came in, I installed the charging handle and the BCG and then took them out and the complete upper went back to its box and was never used otherwise, upon further research and mixed signal discussions with their reps online I decided to return the 22 and get the 24 for long range shooting. Created a ticket through their help desk and sent the complete upper in. The return was denied and they considered the product to be in a used condition, they sent me pictures that showed that I installed the charging handle, which is true, but that is something they could have easily cleaned up, they also sent me a picture of a large gouge on the side which I have not seen before claiming that that is how they received the item back, again something they could've easily cleaned up weather it happened in their facility or during shipping and made their customer feel appreciated and valued!! looks like they focus all their efforts on denying any returns and not on customer satisfaction! as other reviewers said I was very excited to get my Aero precision rifle up and running and had several other items on my wish list to order in the near future, but after this I would be very cautious buying stuff from them! from now on I will work with companies that respect their customers! In summary, the product is good, customer service is not customer friendly, return policy is non-existent!
When I received my complete upper the first time and just looked down the barrel there was a massive machining burr at the gas port.
Filled out help desk ticket and they informed me they would contact *** and ask what they thought of my pictures. They first tried to say that I was just seeing the gas port hole and nothing was wrong.
After speaking with Aero again and letting them know that was not the case and that it was clearly a burr they had me send the upper back.
When my upper finally got inspected after being in there hands for a week they said they were doing a barrel swap as the gas port was mis-machined.
At the range to break it in was terrible, short stroking every round and would not lock back on an empty mag. Very disappointing for first time out.
Called Aero and they said since I bought a BCG from someone else other than them that the head space was not correct and most likely causing the short stroking issue.
I was informed by Aero to take my gun to a gun smith to have that checked out as they would not take my upper back and check out my BCG with their upper as it was against policy.
OK another day to waste trying to figure out whats wrong. Gunsmith said BCG was head spaced correctly and that the issue was with gas port being under sized so he opened it up .001 and now the weapon cycles correctly with out any problems.
He also noted that when he removed the barrel that pin holding the receiver and barrel together just fell out and was not properly staked in place.
Not a huge deal as long as I'm not changing compensators or putting on suppressors.
Called Aero to inform them of what the gunsmith had found, upon telling them all of this they told me that they would note it and let BA know of this under sized gas port issue. I then told them about the pin not being properly attached and that it just fell out.
Upon telling them this the CS rep told me that my barrel was now out of warranty as I had someone else work on the upper.
The customer bought a part from us (complete upper) and was using parts from another company (bolt carrier group) for his rifle as well. As per company policy, we do not do warranty work on a rifle where parts are being used that aren't ours. You can think of it like a car manufacturer not doing warranty work when modifications have been made to a vehicle. Being such, we recommended that the customer go to a gun smith to troubleshoot the issue.
We recommended he start with checking the headspace of the barrel (our part) and BCG (not our part). The headspacing checked out fine.
As the customer stated, the gunsmith determined the gas port of the barrel was undersized and drilled it out, causing permanent modification to the part. This is where we run in to an issue. Regardless of what happens after this, the barrel (our part) has been permanently modified which voids warranty. Even if this modification fixes the issue, it still breaks the warranty of the part.
The part is not able to be warrantied as requested by the customer as the gunsmith voided the warranty when he drilled out the gas port to a larger diameter. Has the gunsmith not drilled the hole wider in the barrel, the index pin would be covered under warranty.
Complaint: ***
I am rejecting this response because:
They should have had the gas port sized correctly for the caliber that the barrel was manufactured for.
Also I do not understand how something Aero did not install correctly that is not a part of the gas assembly, now not covered by their warranty because the gun smith drilled the hole bigger to fix their gas issue. The index pin holds the barrel to the upper receiver and yes it is part of the barrel but in no way connected or even close to the gas port hole in the barrel.
Aero told me to go and take it to a gun smith to have the head space checked out. They should have informed me that if anything else was done to the gun to fix their problem then it would void the warranty on the gun. If I would have been told this I would have made sure that nothing but the head space was checked.
Aero can claim all day that they test fired my gun but I don't believe them one bit as I was shooting 140 grain (6.5 Creedmoor) bullets that their tech said they use to test fire guns. The receiver of my rifle showed no wear mark in it showing any indication that it was fired.
You can do a minor search on the internet and read forum after forum of Aero M5E1 rifles that are always under gassed that are chambered in 6.5 Creedmoor.
What was done to the barrel in no way shape or form has hurt the barrel or altered it in a way that should void my warranty. The hole was drilled out another .001, the gunsmith did not blow through the the other side of the barrel and ruin the inside of the bore or rifling. It shoots dead on out to 200 yards with the scope I have. Im confident it will shoot dead on out past 800 yards with a better scope. Absolutely nothing was damaged to the barrel.
The rifle was already sent back to them once for a GLARING mistake on their end with a mis-machined gas port the first time. I was told the barrel was swapped and obviously was not put back together correctly with the index pin correctly seated in the barrel. This I would have never found out if I had not taken my rifle to the gun smith.
These are mistakes that should not happen with you purchase a $700 complete upper from these people.
They need to stand by their product (considering they screwed up so many times) and warranty even if I did have a gun smith fix their problem by drilling out the gas port a little more (.001 more < which is smaller than the human hair).
Sincerely
Purchased all AERO components including a M5E1 complete upper, bolt carrier group, charge handle, and lower. All from the same manufacturer for all the parts to be compatible. The rifle would not fire correctly since I had purchased it in November 2017. When chambering the first round the bolt carrier group would go into battery and fully seat but the bolt would not seat properly onto the round or into the locking lugs resulting in a no fire/light strike.
AERO agreed to diagnose the concern and per the agreement sent the entire rifle back. The bolt was modified by removing an o-ring. They had test fired the rifle and induced a new symptom where the spent round would not eject and sent it back to me. At this point the original problem was resolved but now would not properly function ejecting the spent case.
I had reached back out to them and they just sent me a new bolt carrier group with a different coating. Once received I had experienced the original concern where the bolt would not fully seat resulting in a no fire/light strike.
Working with AERO I sent just the upper and both bolt carrier groups back. The original bolt did not have an o-ring and the extractor spring was worn. They did not return that assembly to me. The rifle was function checked with 2 rounds and wanted it to send it back to me, even after explaining it would not cycle a full magazine. They had sent it back after it functioned through 25 rounds, no repair attempt made. The rifle still does not function correctly and now they will not respond to the messages, social media request, or help ticket.
This has been an ongoing concern for over 6 months now and I have lost all confidence in the rifle and the company.
I have documentation for all the correspondences.
After replacing a faulty part for Mr., he was still experiencing issues with his rifle. We brought the rifle back to our facility to test it. We were unable to replicate the issue the customer was experiencing. We ran several magazines flawlessly without experiencing the issues the customer stated he was experiencing. The rifle was sent back to the customer in which he states that he is still experiencing issues.
Since this complaint was written, we have since been in communication with both the customer and the dealership where he purchased the rifle. We have come to an agreement to send Mr *** a complete new rifle at no cost to himself. If he is still unhappy with that rifle, the dealership has agreed to accept a refund for the rifle.
Although we don't disagree that the customer experienced issues, I do disagree that this warrants a Revdex.com complaint. We have been consistently working with the customer to troubleshoot the issues he is experiencing. Upon physical inspection, we did not experience the same issues the customer experienced. Regardless, as a resolution, we are doing a 100% replacement of the rifle and also still offering the option for a refund if needed. We believe this should suffice as a proper resolution to this situation.
I ordered a part from them about 3 months ago and the part I ordered failed. All I wanted was an exchange and I contacted them to bring up the issue and they told me they couldn’t help and good luck in your future endeavors and I have emails. ALS this is what there website says:
Aero Precision stands by the products we design, engineer and machine. If you require warranty or support information for your product, please contact us using the form below.
I did all of that and they still won’t warranty their own product even though it failed in 3 months.
We were in contact with the customer in regards to the part he emailed us about. It was clear in the images the customer sent us that the part was used and needed cleaned properly, which we recommended. Standard policy would be to make a recommendation for the customer in how to resolve their issue as there is no visible warranty issues in relation to the images the customer sent. The only thing visible is wear and tear on a highly active part.
While we were in the process of helping the customer troubleshoot the issue, the customer responded "I have never seen a BCG (the part in question) go out like that even threw all my years in the Army. I guess I will just shop somewhere else from now on." Although we were still working with Mr. on this issue and it may have resulted in us bringing back the part to review for a warranty/exchange once it was qualified properly, the wording of this statement was an indication of a closed door on the customer's side.
Our customer service agent responded "I'm sorry we couldn't help you more. I wish you luck with your future endeavors."
There was no further communication from the customer on this matter. If an exchange is desired, we are still happy to facilitate that process.
I purchased a firearm from this manufacturer and the one they sent me did not match their online advertisements and they refused a proper refund when I complained that the firearm was different than what they advertise on their site.
The products in question were received back by Aero Precision and deemed to be in perfect condition. Regardless, the customer was still not happy with the product that we have to offer. Aero Precision offered a full refund for the price of the part that were returned. This refund was processed on 1/9/17. The customer did not send back all items from the order, so a refund was submitted only for the parts that were returned.
The product is NOT different than what is advertised on our website, https://aeroprecisionusa.com/. The "false advertising" claim stems from the parts, an AR Lower and Upper Receiver made from a forging, having minor machine marks in an area that is not visible once the rifle is assembled. Again, although this is not deemed out of spec or as a "bad part", Aero Precision still offered a full refund to the customer which was not satisfactory in the customer's opinion.
Complaint: ***
I am rejecting this response because:
I was not fully refunded and the parts I didn't return were free with a Black Friday promotion and they are now trying to charge me for them. There is a ton of active false advertising and a 1/8th inch gap between the grip and trigger area and a mound of metal in the trigger area that damaged the cerakote and scratches through to the metal are all visible when assembled and it sounds like they are now stating the item was a blem but they refused to replace it with a non blem item or change their false advertising of a solid pistol grip back as seen in pictures on their site, Facebook and in their newest advertisements. The company took my money, then refused to give it back and demanded a restocking fee and my ffl fee for their garbage they tried to pass off as normal.
Sincerely
In regards to the quality of the parts the customer received: As already stated, the parts were found to be in perfect condition after inspection. This is not only following our quality control standards, but following standard industry best practice quality control. As a company that not only manufacturers our own parts but also acts as an OEM for many other industry companies, we are confident in our quality control procedures and specifications.
In regards to the refund: The customer did purchase during a "Buy Item A, get Item B free" promotion. However, the customer sent back Item A and expects to keep Item B for free. This would no longer be a valid purchase as the purchased items were sent back for a refund and Item B would need to be returned as well. Furthermore, not only did the customer send Item A back, but the customer opened a credit card dispute with his credit card company over the full purchase price. Aero Precision processed a refund to the customer for the amount of the purchase minus the MSRP amount of the item the customer kept. If the customer wishes to return everything included with the purchase, we would be happy to process a full refund. Common sense should tell any reasonable individual that you do not get to participate in any sort of "Buy one get one free" promotion and then return the purchased part while trying to keep the free part. We are in the business of selling great parts at a great price. We are not in the business of giving parts away for free to customers trying to take advantage of situations.
Complaint: ***
I am rejecting this response because:
Picture 2501 shows a section of the grip area that has been milled out, that leaves an unsightly gap when assembled and that is completely different than all their advertised pictures on their own site, facebook and emails that constitutes false advertising if that cut is actually part of an intended design.
Picture 2503, the dots around the x'd out bullet icon are reflections of the metal back at the camera from the widest parts of scratches and defects in the coating that run 1-2 inches from the rear retention pin hole through the safety hole shown.
Picture 2510 shows a curved raised white line in the trigger area caused by a hunk of metal thinning and damaging the protective cerakote layer and the seller states these are forging blend lines due to their refusal to mill or sand them down. This also constitutes a false advertising claim because the company regularly advertises a billet like look at forged prices that means there will be no blend lines to achieve that look.
I have 12 pictures of other damage that was found during the inspection of the parts that demonstrate that they were not in a sellable condition as undamaged parts
The seller upon receiving the defective parts back stated they were unwilling to provide the advertised items, though they admitted they could produce them with minor alterations to their production process by simply spending 5 min sanding or milling the trigger area and not milling the grip area. They requested to breach the sale contract and warranty to refund me the full price I paid for the parts that they refused to provide. The seller has admitted that the only parts I kept were free parts and that I upheld the requirements of the contract to receive those parts free and that they breached the sale and warranty contract for the other parts but have refused to fully compensate me for their breach of contract.
I have explained repeatedly I am willing to uphold the contract if they will provide me the parts as advertised and the manufacturer has repeatedly refused to either fully refund me for the price I paid for the returned parts or to provide the parts as advertised.
To this day they continue to false advertise the parts on their site.
The purpose of my complaint with the Revdex.com is to inform other customers that the company regularly breaches their sales contracts, provides horrible customer service, falsely advertises a different product than what they send to customers, and refuses to return customers money when they breach all of those terms.
Sincerely
I order some parts from Aero and due to unforeseen circumstances I had to return the package. The company refused to redirect the package and told me to have my FFL refuse delivery which they did. The package was received by Aero almost a month ago and I still don't have my money back. They also refuse to answer my emails.
Benjamin had his FFL (receiving party) refuse shipment on a package that he ordered which resulted in the products coming back to the Aero Precision facility. However, Benjamin did not open a return or create any documentation with Aero Precision on what to do with the parts/order when they arrived back at our facility. Due to this, there was a delay in funds being returned to the customer as their was not a standard return procedure followed. This issue has since been resolved. We have received the parts back and Benjamin has received a refund.
I followed the instructions provided to me by Gelicia D a high ranking employee from Aero Precision and the individual who responded to my emails initially. After receiving these instructions, " You can either request the dealer to refuse the shipment on the package or once received you can return the order. However, once the item is returned there will be a 10% restocking fee associated with the refund. Please let me know if you have any further questions". No further communication was made despite sending multiple emails. It wasn't until I threatened legal action that within hours my return was processed. No further communication has been attempted by Aero Precision. As my emails were not returned I searched Aero Precision's website for helpful information on processing returns and never found reference how one might, " open a return or create any documentation with Aero Precision" if my email was insufficient to this task I was never notified of this fact. I have all the emails saved if there is any wonder to weather I attempted to communicate with Aero regarding my return as I am sure they do as well.
I ordered two parts that are supposed to fit together and when I got them I tried them without any screws or any other attachments. The total time I took to evaluate the products was about 5 minutes. I realized I could not use the parts and put them back into their original packaging and sent them back to Aero Precision. They got them and refused to refund the purchase price and demanded that they would send them back to me. They do not offer refunds in effect and are very difficult to deal with.
Our return policy as stated on our website is as follows.
"All items must be returned within 30 days and be in new, unused or unaltered condition including all packaging contents. A 10% restocking fee applies to orders being returned to the original payment method. Original shipping charges are non-refundable and returnee is responsible for return shipping. We do not accept returns on used, blemished (purchased as blem), or custom engraved/laser etched items. Attempted returns on non-refundable items will be sent back at the shipper's expense."
Our return policy can be found at the following link. Customers also agree to our terms and conditions during checkout on our website, in which our return policy is included. - https://aeroprecisionusa.com/terms-conditions
The customer bought 2 parts, unpackaged them and attempted to install them together. In doing so, installation marks (the parts slide in to each other tightly) were left on both of the parts. This voids the parts from qualifying for a refund as they are no longer "new, unused or unaltered" as explained in our return policy.
We do have a trail of communication in which the customer states that he slid the two pieces together.
Casey Reed | Oct 25, 2017 1:28:19 PM"No return policy because there are minor blemishes from YOU and Me trying to simply slide the two pieces together is not reasonable. I will no longer be doing ANY business with Aero, since there is no refund/return. OUTRAGEOUS!"
The above statement clearly shows that there are minor blemishes (the product is "used" or "altered" and no longer in "new condition") from the customer sliding the two pieces together. This clearly voids the parts from qualifying for a return as stated in our return policy.