Coy's Custom Wheel & Tire

When the order was originally placed we explained that we were out of stock of two of the wheels but we could send out to a polishing factory to be polished to fill the orderWe have been in contact with the customer and have explained that the polishing factory that finishes the product original gave us an original delivery date of weeksSadly that date has come and gone for which we are very sorryWe have been in contact with the factory everyday for weeks now inquiring about the delivery of the final wheelsUnfortunately they have delayed them repeatedlyWe wish nothing more than to get them to himCurrently the information we have is that they are in the finishing stages We were told on Thursday they would be done today 12/23/We have called the factory today but as is is they are in California they were not open yetWe have tried to give all information available to us to the customer about the delay and what is being done to finalize this transactionWe have offered full refund of all products because of the delay which the customer has declined as he wants the productWe too want nothing more than to get him these two wheels and wish that the polishing factory would be more transparentAs they process is not done in our facility we have had our hands tied and have relied on the good faith of another company to polish these wheels in a tommy mannerWe are working to get the wheels to the customer as quickly as possible and hope to have them to him by the end of next week

In regards to the complaint.#The customer called before business hours thus the reason she got our voicemailIt is currently 8:am mountain time Complaining about getting the voice mail before business hours is a clear sign of the customers inability to understand business operations.# We never told the customer it would take two weeks for delivery of the custom wheels that were orderedWe expressed to them that it would take two weeks to build the wheels and a week for shipmentThe customer canceled the order after we had already built the wheels #We have issued a refund to the customer at 8:am on 12/11/As we told the customer multiple times this week we were unable to processes her refund until today as our credit card machine which we ran her card on was broke and we were waiting for a new machineWe told her multiple times this week the new machine would arrive on 12/11/and we would process the refund immediately which we didIt is currently 9:am on 12/11/and her credit was processed, the customer never even allowed us adequate time from opening to contact her prior to filling this complaint.#This complaint was filed post her refund being processedThe customer has been extreme difficult to communicate with and has continually disrespectful.#The customer has been sent an email with a copy of her refund

Complaint: [redacted] I am rejecting this response because: I was told on Dec 23rd that they would receive them and ship them MondayOn Monday I received a text saying that the polishers were closed for the holidaySo they didn't receive them on the 23rdIt is the end of the day on the 28th and I have not been given a tracking number nor have I been contacted since Monday via textI will not accept the response till I have my product in hand as promised Sincerely, [redacted]

Complaint: ***
I am rejecting this response because:On our sales receipt it states Delivery weeksNOT made in two weeks and delivery in one moreWe were promised a refund times.I was not disrespectful -- I was PATIENT, but consistent.I understand business hours, I do not understand OR LIKE being LIED to.It took weeks from the intitial request for a refundno matter how you spin it !
Sincerely,
*** ***

The refund has been processed and will not reflect until system closes out at business days end which is pm MSTI have included an attachment that plainly shows the refund was done at 9:am on 2/22/2017.This rejection obviously shows this customers difficult attitude as we have done everything we have said we wouldWe do understand that the original estimation which is on the bottom of his invoice (attached) of weeks was not met so we offered to UPGRADE this customer which he acceptedOnly days latter he then canceled his order even after his product was shipped and we spent the money to upgrade and ship his packagesWe have lost over $dollars during the attempt to make things right for the customerWe lost the shipping fee's to and back from the customer and have had to purchase the Cooper tire that he purchased (which is not a stocking item for us) as we mounted them on his wheels because he accepted the upgrade His complaint and his rejection of our answer this morning are only the latest examples of his difficult nature.We are sorry things took longer than expect, for which we offered an upgradeWe are sorry we did not find a resolution but as promised his refund has been made now that all product has been returned

Complaint: ***
I am rejecting this response because: I was told on Dec 23rd that they would receive them and ship them MondayOn Monday I received a text saying that the polishers were closed for the holidaySo they didn't receive them on the 23rdIt is the end of the day on the 28th and I have not been given a tracking number nor have I been contacted since Monday via textI will not accept the response till I have my product in hand as promised
Sincerely,
*** ***

When the order was originally placed we explained that we were out of stock of two of the wheels but we could send out to a polishing factory to be polished to fill the orderWe have been in contact with the customer and have explained that the polishing factory that finishes the product original
gave us an original delivery date of weeksSadly that date has come and gone for which we are very sorryWe have been in contact with the factory everyday for weeks now inquiring about the delivery of the final wheelsUnfortunately they have delayed them repeatedlyWe wish nothing more than to get them to himCurrently the information we have is that they are in the finishing stages We were told on Thursday they would be done today 12/23/We have called the factory today but as is is they are in California they were not open yetWe have tried to give all information available to us to the customer about the delay and what is being done to finalize this transactionWe have offered full refund of all products because of the delay which the customer has declined as he wants the productWe too want nothing more than to get him these two wheels and wish that the polishing factory would be more transparentAs they process is not done in our facility we have had our hands tied and have relied on the good faith of another company to polish these wheels in a tommy mannerWe are working to get the wheels to the customer as quickly as possible and hope to have them to him by the end of next week

The customers refund has been processed on 2/22/in fullThe delay as mentioned to the customer was due to completing a return of the products that we had ordered in for himThe product he ordered was out of stock in inchSo we offered to upgrade the customer to inch at no
additional costThe additional cost was dollars but in an attempt to make him happy and get him the product quickly we offered the upgradeWe ordered in the specific tire the customer asked for which we do not stockWe packaged and shipped the productThe customer called a few days later and demanded a refundThe product was already in route to himWe explained that when the product was returned we would process a refundAt this time the product has been returned and the customers refund has been issuedWe did inform the customer that we would process his refund as soon as our product was returned

In regards to the complaint.#The customer called before business hours thus the reason she got our voicemailIt is currently 8:am mountain time. Complaining about getting the voice mail before business hours is a clear sign of the customers inability to understand business operations.#
We never told the customer it would take two weeks for delivery of the custom wheels that were orderedWe expressed to them that it would take two weeks to build the wheels and a week for shipmentThe customer canceled the order after we had already built the wheels. #We have issued a refund to the customer at 8:am on 12/11/As we told the customer multiple times this week we were unable to processes her refund until today as our credit card machine which we ran her card on was broke and we were waiting for a new machineWe told her multiple times this week the new machine would arrive on 12/11/and we would process the refund immediately which we didIt is currently 9:am on 12/11/and her credit was processed, the customer never even allowed us adequate time from opening to contact her prior to filling this complaint.#This complaint was filed post her refund being processedThe customer has been extreme difficult to communicate with and has continually disrespectful.#The customer has been sent an email with a copy of her refund

Complaint: ***
I am rejecting this response because:
The refund has not showed on my card accountI cannot accept the outcome until it does.This has been going on since 12/02/and all I want is to get my money back, When it shows up I will gladly close my claimBut I cannot until it does
Sincerely,
*** ***

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,
*** ***

Obviously from the screen shots that the customer has included we have been in contact with him explaining the situation and doing all we can do to get the productWe have sent a UPS pick up to bring the finished product to us so they can be mounted on the tires which the customer has also orderedOnce they arrive here we will mount them and ship them at which time we will provide a tracking number to the customerAgain we understand the the customer frustration as we are frustrated alsoAll we want is to get the product to the customer as fast as we canBut as explained the polishing process was out of our controlNow that the process is completed and the wheels are in route to us via UPS we can get them mounted and shippedWe are working to resolve this issueWhat we ask the customer to understand is that the process in which this product was polished and the time frame in which it was done was out of our controlIt seems as if the customer does not understand that and expects us to magically make these wheels appear out of thin airWe want them to be finished, we want to ship them to him, we want this to be completed just as much as he doesAlso remember we offered a full refund because of the delay so the customer did not have to continue waitingWe are not trying to rip the customer off or with hold product from him, we unfortunately have been at the mercy of the polishing facility to complete his productAnd again the product is finished and in route to usonce received we will provide a tracking number to him

My name is James C** and I have issued the customer a full refund minus the shipping costRefunds on returned wheels can take 5-working days from the time we receive the product back form the customerThis is due to the time taken to check in and inspect all returned itemsWe are sorry the
customer did not receive the attention and or phone calls neededWe strive to return every call promptly and effectivelyWe do want the customer to understand that per our return policy stated on our website at http://coyswheel.com/returns.html returns must be made with in days of the customer receiving productIn this case the customer had the product for over months before he had asked for a returnNormally we would not allow the return to occur per our policy but, understanding we guaranteed the fitment we allowed the return to occurWe have made special exception for the customer in this caseWe hope the attached copy of the refund will be sufficient in resolving this issueIf there are any more questions feel free to reach out to me at [email protected] or 1-801-356-2929, thank you!