Coy's Custom Wheel & Tire

The customers refund has been processed on 2/22/2017 in full. The delay as mentioned to the customer was due to completing a return of the products that we had ordered in for him. The product he ordered was out of stock in 17 inch. So we offered to upgrade the customer to 18 inch at no...

additional cost. The additional cost was 340 dollars but in an attempt to make him happy and get him the product quickly we offered the upgrade. We ordered in the specific tire the customer asked for which we do not stock. We packaged and shipped the product. The customer called a few days later and demanded a refund. The product was already in route to him. We explained that when the product was returned we would process a refund. At this time the product has been returned and the customers refund has been issued. We did inform the customer that we would process his refund as soon as our product was returned.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The refund has not showed on my card account. I cannot accept the outcome until it does.This has been going on since 12/02/16 and all I want is to get my money back, When it shows up I will gladly close my claim. But I cannot until it does.
Sincerely,
[redacted]

The refund has been processed and will not reflect until system closes out at business days end which is 5 pm MST. I have included an attachment that plainly shows the refund was done at 9:26 am on 2/22/2017.This rejection obviously shows this customers difficult attitude as we have done everything we have said we would. We do understand that the original estimation which is on the bottom of his invoice (attached) of 5 weeks was not met so we offered to UPGRADE this customer which he accepted. Only 2 days latter he then canceled his order even after his product was shipped and we spent the money to upgrade and ship his packages. We have lost over $490 dollars during the attempt to make things right for the customer. We 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 upgrade. We are sorry we did not find a resolution but as promised his refund has been made now that all product has been returned.

When the order was originally placed we explained that we were out of stock of two of the wheels but we could send 2 out to a polishing factory to be polished to fill the order. We 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 4 weeks. Sadly that date has come and gone for which we are very sorry. We have been in contact with the factory everyday for weeks now inquiring about the delivery of the final 2 wheels. Unfortunately they have delayed them repeatedly. We wish nothing more than to get them to him. Currently the information we have is that they are in the finishing stages.  We were told on Thursday they would be done today 12/23/2016. We have called the factory today but as is is they are in California they were not open yet. We have tried to give all information available to us to the customer about the delay and what is being done to finalize this transaction. We have offered full refund of all products because of the delay which the customer has declined as he wants the product. We too want nothing more than to get him these two wheels and wish that the polishing factory would be more transparent. As 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 manner. We 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.

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 product. We 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 ordered. Once they arrive here we will mount them and ship them at which time we will provide a tracking number to the customer. Again we understand the the customer frustration as we are frustrated also. All we want is to get the product to the customer as fast as we can. But as explained the polishing process was out of our control. Now that the process is completed and the wheels are in route to us via UPS we can get them mounted and shipped. We are working to resolve this issue. What 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 control. It seems as if the customer does not understand that and expects us to magically make these wheels appear out of thin air. We want them to be finished, we want to ship them to him, we want this to be completed just as much as he does. Also remember we offered a full refund because of the delay so the customer did not have to continue waiting. We 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 product. And again the product is finished and in route to us. once received we will provide a tracking number to him.

Complaint: [redacted]
I am rejecting this response because: I was told on Dec 23rd that they would receive them and ship them Monday. On Monday I received a text saying that the polishers  were closed for the holiday. So they didn't receive them on the 23rd. It 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 text. I will not accept the response till I have my product in hand as promised.
Sincerely,
[redacted]

In regards to the complaint.#1 The customer called before business hours thus the reason she got our voicemail. It is currently 8:58 am mountain time.  Complaining about getting the voice mail before business hours is a clear sign of the customers inability to understand business operations.#2...

We never told the customer it would take two weeks for delivery of the custom wheels that were ordered. We expressed to them that it would take two weeks to build the wheels and a week for shipment. The customer canceled the order after we had already built the wheels.  #3 We have issued a refund to the customer at 8:55 am on 12/11/2015. 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 machine. We told her multiple times this week the new machine would arrive on 12/11/2015 and we would process the refund immediately which we did. It is currently 9:02 am on 12/11/2015 and her credit was processed, the customer never even allowed us adequate time from opening to contact her prior to filling this complaint.#4 This complaint was filed post her refund being processed. The customer has been extreme difficult to communicate with and has continually disrespectful.#5 The customer has been sent an email with a copy of her refund.