Initial Business Response /* (1000, 5, 2015/03/09) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
We talked to the customer again on Friday 3/6/2015 to resolve the matter. Due unavailability and misunderstanding there was the...
issue with the wheel fitment, which was resolved and we shipped the wheels and tires to the customer on the same day 3/6/2015 via UPS. We were able to track the right wheels for customers car to ensure correct fitment. The tracking # 1zrvXXXXXXXXXXXXXX.
The matter has been resolved and we appropriate our customers patience in resolving the matter with us.
Initial Business Response /* (1000, 5, 2015/06/27) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
We received a call from Mr [redacted] in the beginning month of June, after inquiring about the price and shipping cost, Mr [redacted]...
placed the order on 6/11/2015. The wheels and tires were shipped as promised and tracking number was provided within 24 to 48 hours. We got a call from Mr [redacted] stating that one of the wheel, is damaged and wheels are unbalanced. First we ship our products under UPS guideline and all products are insured as well as to protect customer from any unforeseen events. Secondly all the wheels and tires are installed by highly qualified technicians with at least 10 plus years of experience in this field. Mr [redacted] was notified that wheels cannot be damage during installation because we use only plastic parts to mount, which makes it impossible to damage the wheels, unless Mr [redacted] claims he is expert in this field and can provide proof of it otherwise. Mr [redacted] was also given FREE MOUNTING AND BALANCE on time of purchase. Thirdly we did notified him that only way the wheels can be damage is during shipping, which he has a right to claim for a replacement through proper channels (like calling UPS CLAIMS). Lastly Mr [redacted] could have refused the shipment within 24 hours and shipped the damage wheel back and we could have exchanged or refunded the full amount.
I assume Mr [redacted] has the wheels and tires already installed on the car and driving on it, which confuses me how a damage product to such a severe extend can be used. How can be Mr [redacted] be upset at our service and when he didn't even try to resolve the issue initially with us through proper channels. If Mr [redacted] feel that we have burnt him or the service was not according to his standards he can always ship the wheels and tires back and we can do a cancel order and a refund only if the wheels and tires have not been used at all.
I will also like to convey that it do not take one customer but years of service and positive customer response to get Revdex.com A+ rating which as a partner with Revdex.com we have proved repeatedly. We do acknowledge that every customer and there need is different but we also realize that some unreasonable customers can never be satisfied.
Please feel free to contact me for any further questions.
Thank you,
[redacted] K
XXX-XXX-XXXX
[redacted]@gmail.com
Cancellation policy on our website states as : http://akinstiresnwheels.com/cotact-us/how-to-order/
All returns or cancellation subject to 25 % cancellation fee of the total amount + shipping and handling both ways. No returns on special orders. Shortage,damages and wrong fitment must be report within 24hrs of receipt. Customers pays shipping and handling both ways on all warranties and adjustments.
Refused shipment (any reason) will not get refund. If customer wants to return the merchandise must return with in 7 days of receipt and it must be in original packing. If you mount the tire on rims there will be no return.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response because it is falsely stated. I spoke with [redacted] the whole time starting in the beginning of May and after doing the research I made the purchase on 6/11/15. [redacted] stated rims & tires were $3300, shipping was $400 & mounting & balancing was $200. I have all documented information including pictures, phone records, etc. and did everything by the book to cover myself. I tried taking the proper channels to contact Akin's and have the documention to prove that, and was told by [redacted] that it is a shipping issue but the damage on all 4 of the wheels is from mounting the tires on the rims not from shipping. I am not an expert, but gilleland chevrolet who picked up packages from my house is an expert and also stated on the receipt that I have that they noticed light damage on all 4 of the rims due to mounting the tires onto the rims. Again, I have all documented information to reinforce my claim and nullify Akin's response.
Final Business Response /* (4000, 13, 2015/07/21) */
As stated in the last response, we will also like to see any proof of damages done by our technicians. Secondly I will repeat myself again and ask the same questions again which I have repeatedly asked:
1- When wheels were damaged, why Mr. [redacted] still installed them on his car?
2- Is Mr. [redacted] using these wheels and tires, while hoping to get his money back?
At this point we regret to say that we won't be able to help Mr. [redacted] further with his claims as we consider them unreasonable and against our policies. If any legitimate and reasonable proof is provided then we can consider the matter, but as of right now there is no further assistance can be provided.
Thank you.
[redacted]
Final Consumer Response /* (4200, 15, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sent out a packet providing pictures documents and descriptions showing the rims were dirty and used. wheels are located in my storage shed and appear slightly used just like I had alerted akin's([redacted])to on the date of delivery. I purchased new wheels not slightly used and damaged. I feel I should be entitled to a full refund and not been subject to the restocking fee. This wasn't a suitable resolution for Akin's which brings us to where we are today.I am not using the Revdex.com to get a refund I am filing this complaint to keep others from becoming a victim of Akin's wheels. I have already filed a dispute claim with my credit card company and if any of that information is need I can provide that as well. I hope this and all the documentation is the reasonable and legitimate proof Mr [redacted] was seeking.
Thanks [redacted]
Initial Business Response /* (1000, 5, 2015/03/09) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
We talked to the customer again on Friday 3/6/2015 to resolve the matter. Due unavailability and misunderstanding there was the...
issue with the wheel fitment, which was resolved and we shipped the wheels and tires to the customer on the same day 3/6/2015 via UPS. We were able to track the right wheels for customers car to ensure correct fitment. The tracking # 1zrvXXXXXXXXXXXXXX.
The matter has been resolved and we appropriate our customers patience in resolving the matter with us.
Initial Business Response /* (1000, 5, 2015/06/27) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
We received a call from Mr [redacted] in the beginning month of June, after inquiring about the price and shipping cost, Mr [redacted]...
placed the order on 6/11/2015. The wheels and tires were shipped as promised and tracking number was provided within 24 to 48 hours. We got a call from Mr [redacted] stating that one of the wheel, is damaged and wheels are unbalanced. First we ship our products under UPS guideline and all products are insured as well as to protect customer from any unforeseen events. Secondly all the wheels and tires are installed by highly qualified technicians with at least 10 plus years of experience in this field. Mr [redacted] was notified that wheels cannot be damage during installation because we use only plastic parts to mount, which makes it impossible to damage the wheels, unless Mr [redacted] claims he is expert in this field and can provide proof of it otherwise. Mr [redacted] was also given FREE MOUNTING AND BALANCE on time of purchase. Thirdly we did notified him that only way the wheels can be damage is during shipping, which he has a right to claim for a replacement through proper channels (like calling UPS CLAIMS). Lastly Mr [redacted] could have refused the shipment within 24 hours and shipped the damage wheel back and we could have exchanged or refunded the full amount.
I assume Mr [redacted] has the wheels and tires already installed on the car and driving on it, which confuses me how a damage product to such a severe extend can be used. How can be Mr [redacted] be upset at our service and when he didn't even try to resolve the issue initially with us through proper channels. If Mr [redacted] feel that we have burnt him or the service was not according to his standards he can always ship the wheels and tires back and we can do a cancel order and a refund only if the wheels and tires have not been used at all.
I will also like to convey that it do not take one customer but years of service and positive customer response to get Revdex.com A+ rating which as a partner with Revdex.com we have proved repeatedly. We do acknowledge that every customer and there need is different but we also realize that some unreasonable customers can never be satisfied.
Please feel free to contact me for any further questions.
Thank you,
[redacted] K
XXX-XXX-XXXX
[redacted]@gmail.com
Cancellation policy on our website states as : http://akinstiresnwheels.com/cotact-us/how-to-order/
All returns or cancellation subject to 25 % cancellation fee of the total amount + shipping and handling both ways. No returns on special orders. Shortage,damages and wrong fitment must be report within 24hrs of receipt. Customers pays shipping and handling both ways on all warranties and adjustments.
Refused shipment (any reason) will not get refund. If customer wants to return the merchandise must return with in 7 days of receipt and it must be in original packing. If you mount the tire on rims there will be no return.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response because it is falsely stated. I spoke with [redacted] the whole time starting in the beginning of May and after doing the research I made the purchase on 6/11/15. [redacted] stated rims & tires were $3300, shipping was $400 & mounting & balancing was $200. I have all documented information including pictures, phone records, etc. and did everything by the book to cover myself. I tried taking the proper channels to contact Akin's and have the documention to prove that, and was told by [redacted] that it is a shipping issue but the damage on all 4 of the wheels is from mounting the tires on the rims not from shipping. I am not an expert, but gilleland chevrolet who picked up packages from my house is an expert and also stated on the receipt that I have that they noticed light damage on all 4 of the rims due to mounting the tires onto the rims. Again, I have all documented information to reinforce my claim and nullify Akin's response.
Final Business Response /* (4000, 13, 2015/07/21) */
As stated in the last response, we will also like to see any proof of damages done by our technicians. Secondly I will repeat myself again and ask the same questions again which I have repeatedly asked:
1- When wheels were damaged, why Mr. [redacted] still installed them on his car?
2- Is Mr. [redacted] using these wheels and tires, while hoping to get his money back?
At this point we regret to say that we won't be able to help Mr. [redacted] further with his claims as we consider them unreasonable and against our policies. If any legitimate and reasonable proof is provided then we can consider the matter, but as of right now there is no further assistance can be provided.
Thank you.
[redacted]
Final Consumer Response /* (4200, 15, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I sent out a packet providing pictures documents and descriptions showing the rims were dirty and used. wheels are located in my storage shed and appear slightly used just like I had alerted akin's([redacted])to on the date of delivery. I purchased new wheels not slightly used and damaged. I feel I should be entitled to a full refund and not been subject to the restocking fee. This wasn't a suitable resolution for Akin's which brings us to where we are today.I am not using the Revdex.com to get a refund I am filing this complaint to keep others from becoming a victim of Akin's wheels. I have already filed a dispute claim with my credit card company and if any of that information is need I can provide that as well. I hope this and all the documentation is the reasonable and legitimate proof Mr [redacted] was seeking.
Thanks [redacted]