[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
Per our site and in line with any company selling tires, especially oversized aftermarket tires, any warranty offered is through the manufacturer. Although the process can take a few days, the manufacturers have been very supportive on their warranty programs and when we do see an issue we are able...
to get it resolved for the customer. The manufacturer is up to speed and we are having the customer gather the needed information to establish the best course of action. We always side with the customer and do everything in our power to get an issue like this resolved asap. We have stayed in constant contact with the customer and will continue to do so. There isn't a tire manufacturer or a retailer, we are aware of, in the industry that will warranty a tire(s) without the information we have requested. It is common for the vehicle, road conditions, improper installation, or just in experience with aftermarket tires to cause vibration. We must rule these things out and the info asked for will do so. We keep our prices rock bottom by doing a good job in these situations and I am sure everyone can appreciate that, it's a large reason people choose us. We will keep working our butts off for you you, don't worry.
Hello, We have attempted to reach you via phone, text and email, we apologize but we will not resolve a customers issue via [redacted] comments on a negative review. Please use appropriate means of communication to contact us (by no means are we ignoring you). We quote all wheel and tire packages...
10-15 business days (this is not a promise or guarantee, but our estimated time frame for orders). As you know, the manufacturer failed to ship in your wheels which caused the original delay on your order. This was explained to you and you understood that the manufacturer was at fault for failing to ship us the wheels. When the wheels arrived at our facility, one of the wheels had an imperfection so we offered you a credit back to keep the wheel as is, or we would ship you in a replacement. You then opted to keep the wheel as a spare, so we then offered you the spare wheel and tire at our cost which was a discount of $150 for your troubles. Your order was shipped out from our facility (12/14) and unfortunately the shipping courier had mechanical issues with the semi hauling the load which delayed the shipment a few business days. This is a completely unforeseen delay in your order that we are unable to account for when quoting estimated time frames for our orders. When I informed you of this delay (afternoon of 12/19 when I was notified) you demanded we refund you if the shipment does not reach you by Thursday, 12/22. Unfortunately, we are unable to refund you for the order when it is in transit to you because we have no way of knowing if you would repay for the shipment. You have all necessary tracking information which proves your shipment is in route to you and we are doing our best to get this shipment delivered. Again, I apologize for the delays on your order, but I have kept contact with you throughout the entire process via email and phone to let you know what is going on. Unfortunately, I am unable to make the shipping courier deliver the shipment any sooner. Please let us know if you have any further questions by reaching us by email, phone, or text.
Hello,I have just reviewed the email conversation you had with our customer service manager and I am seeing a slight discrepancy between the explanation and the email conversation. This issue occurred due to an IT error with the part number of the wheel being different than the description in our...
database, unfortunately we did not catch this mix up when the order was shipped out, so again, we truly apologize for that, but are happy to get the correct product out to you. You originally stated that you may be interested in keeping the wheels/tires as is due to the "its going to be a hassle to get them returned", in which we replied "the return process is quite the hassle unfortunately, so I do apologize for being put in this situation". After some more discussion, you requested that we refund you $350 and you will keep them as is, in which case we were unable to meet this request and offered $50 if you would like to keep as is, OR we would be happy to send you the correct offset wheels and swap them out for you at absolutely no extra charge. In the meantime, we also explained our return policy in which we are unable to accept a return or swap on used products. We did give you authorization to mount the wheels/tires on the vehicle and test fit them. Test fitting is absolutely okay, but driving on the product is completely different. We did note that you drove the vehicle out of your garage into your driveway, and we informed you that if that was the extent of the wheels/tires being driven on, we would have no problem at all making the swap for the correct wheels at no charge to you. You then wanted to return the complete package to us, in which case we notified you of our return policy of any damaged products would be subject to a 20% restocking fee. If the product arrived back to us in perfect condition, there would be absolutely no fees for the return due to our mistake and we would refund you in full. That is why we requested images of both the wheels and tires to ensure they were in perfect condition and no fees would be charged to you, but after we requested that information you declined sending pictures of anything and have not made contact with us since.I am also very surprised by you stating their are defects in the wheels and/or tires, this was never brought to our attention nor any images sent of this. If the wheels and tires did not arrive in perfect condition, I truly apologize, but please send us images so we can see if the damage occurred during the shipping process or during the mount and balance process. Please understand that we are here to help, we offered to swap the wheels out for you with the correct offset wheels free of charge and that offer still stands. I would be happy to get you the correct product as soon as possible, but we are unable to meet your request of refunding $350-$400. We have accepted responsibility for our mistake and again, are willing to swap the wheels out for you to get this resolved. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] The company has called me ONE time. I have called them several times leaving a message every tim, NEVER Getting a call back from my call. The company has also not offered SEVERAL solutions they have offered 3 and all of them being to THEIR connivence. All resulting in ME either taking care of the problem myself such as driving to a location I have no idea where is on my own time or buying an entire new set of wheels and THEN once I receive them will be refunded. As in I will have given this company OVER $5,000 to get a correct set of wheels. To me that does not seem like a risk willing to take on getting refunded AFTER THEY recover them back. I have every email from our conversation proving what I am saying is the correct offers. I NEVER asked for free tires I told them as a statement the only way I am KEEPING these Tires is if they are for free. I did however ask for a 20% discount on the tires which would have been a credit of approx 200 dollars ON TOP of the difference in cost of the tires I paid for and the ones I recieved. They told me this was not possible. They say they are not familiar with a company who gives a refund before getting back the product, well I am not familiar with a company who has the audacity to make an error and then fail to offer a resonable counter off in the SLIGHTEST bit. As I have told them all I want is for them to send me the correct order and on the same delivery as I receive them, the incorrect order will be nicely packaged and put onto the SAME truck delivering the correct tires. I do not see how this is a problem, they say they would be out the payment on the new set of tires, but why should I be the one out ANOTHER $2,500 to receive what I had already ordered.
One of the easiest companies I've gotten to work with. As a business owner myself I was very impressed with their overall professionalism and flexibility throughout the ordering process. The staff is very knowledgeable and I would definitely recommend this as a place for anyone looking to upgrade their vehicle. You won't be disappointed.
Per our site and in line with any company selling tires, especially oversized aftermarket tires, any warranty offered is through the manufacturer. Although the process can take a few days, the manufacturers have been very supportive on their warranty programs and when we do see an issue we are...
able to get it resolved for the customer. The manufacturer is up to speed and we are having the customer gather the needed information to establish the best course of action. We always side with the customer and do everything in our power to get an issue like this resolved asap. We have stayed in constant contact with the customer and will continue to do so. There isn't a tire manufacturer or a retailer, we are aware of, in the industry that will warranty a tire(s) without the information we have requested.
It is common for the vehicle, road conditions, improper installation, or just in experience with aftermarket tires to cause vibration. We must rule these things out and the info asked for will do so. We keep our prices rock bottom by doing a good job in these situations and I am sure everyone can appreciate that, it's a large reason people choose us. We will keep working our butts off for you you, don't worry.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This is a little bit more feasible. I will first price check the cost to have a set of tires un-mounted/mounted. Also please confirm that you actually have this set of rims in the correct offset, on your website I only see this set in the same offset as I ordered, but it is still listing the wrong part number. The part number listed is for a +12 offset.
Regards,
[redacted]
Hello John, Thank you for contacting Custom Offsets. Per your discussion with our team yesterday, all products we sell do come with a full manufacturers warranty. In this case, your wheels come with a 1 year finish warranty and all claims are reviewed/approved by the manufacturer directly and it is...
at their discretion to approve/deny any claims we submit. In this case, you are outside of the 1 year time frame and the issue would not be covered under warranty. However, after discussion with the vendor, we were able to get this claim approved for you yesterday afternoon. Charlie was notified to email you confirmation of this which you will likely see sent over this morning. Let us know if you have any other questions at this time. Thanks!
BUYERS BEWARE
Ordered a set of wheels and tires mounted and balanced with wheel sensors and lug nuts. First off the shipper they set up to deliver gave me a day of delivery but could not give me a time frame so I had to take a whole day off work. so I got the wheels and all the lug nuts needed weren't provided so I waited on them to correct that and then proceeded to install the wheels and tires. Took the truck to a dealership to have the wheel sensors programed to the truck and the dealer said the sensors were recognized by their equipment but the truck would not recognize them and the were probably not the correct sensors for the truck. Being nice they said no charge. so I called customer service at custom offsets and the said to get a letter from them that they were the wrong sensors and they would send me new sensors and give me up to [redacted] a wheel for labor, the dealer ship would not give me a letter unless they disassembled to confirm and I would have to pay for the labor then. So thinking they were trying to pull a fast one on me I went to the local truck accessory shop and had them try and set them with the same results as the dealer. so I went ahead and had them replace the sensors and all was well. Emailed custom offset the letter and they said they would send me a rma for the wheel sensors. after two more emails and 6 days I finally got a rma. After a week I got an email saying there was nothing wrong with the sensors and thy weren't going to cover the labor. so by the time I added up all the extra time labor and cost in I would of save a good bit of $$ buying them locally. Not very happy and would not recommend
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
Jason [redacted]
I had two issues with custom offets 1st was item not as described which cost me 100.00 plus to remedy. Now same set of wheels I finally opened all because of waiting on paypal to help settle dispute. Maybe we should all reconsider paypal the one that is for consumer protection.... anyhow one wheel was damaged from some one else having purchached the wheel mounted..dismounted and returned and they sent me. Which any wheel distributer would never accept " via" any website or dealership. Now I am offered a 50 dollar credit on a 300 dollar wheel. Any damaged wheel via salvage is only worth 20 dollars
This customer is another shop owner/technician. He assured me that he knew how to "hurt" another shop owner and is now attempting to use Revdex.com to do so. This customer has been using inappropriate language and behaving poorly from the beginning, before the sale - originally I was going to decline the...
sale but unfortunately I decided to work with Mr. [redacted] of RPM Automotive . He indeed received 2 wheels with very small scratches/nicks in them that may have occurred while mounting the tires on them. We addressed this defect with our team and are improving inspection. [redacted] stated that he knows it was not damaged while shipping because he showed the delivery driver the damage, yet he proceeded to accept the shipment and even mounted the wheels and tires on his car and drive the car, before reporting the damage to us. Once the wheels/tires are driven on they cannot be returned. This is stated on the site he purchased from on every wheel sale page "Any returns, without the tires mounted on the rim will likely carry a
20% restocking fee. If tires have been mounted we are not able to accept
a return." However because we felt the damage to the wheels may have been due to our negligence, we offered to send 2 wheels (brand new) to him for only $120 with free shipping, this is a VERY deep discount. We also allowed him to keep the other 2 wheels. [redacted] accepted this very generous offer and several days later he is now saying he wants the $120 back. This is a very unreasonable request after the fact and it is clear that this shop owner and/or technician is abusing the system.
I will tell you about my experience and you can decide for yourself. It took 25+ emails to order my wheels and tires because they don't take phone calls. And in the first 15 emails I was just trying to figure out which wheels and tires would fit my 67 Fastback Mustang after finally figuring out the sizes they recommended for my vehicle we ordered the wheels. I was told 7-10 days. Well it took over 2 weeks and the only reason it took 2 weeks is I was not so nice and magically my wheels and tires shipped that day. I finally got my wheels and tires and I opened them up and 2 wheels were damaged and not from shipping it was from when they mounted the tires and they sent 2 different center caps what a joke. So I put them on to make sure they would fit before having to email them back about the damaged wheels. Then when I sent them pictures of the damaged wheels they said since I bolted them on the only thing they could do for me was sell me 2 new wheels at a discounted price. I did it because my car is like a show car and can not have damaged wheels on it.
Also after telling them I wanted to lower my car 1 inch and to make sure those would be the correct offsets so I would not rub without any modifications guess what the front tires rub now I will have to roll me fenders and I have not even lowered it yet. All in all I would not recommend this company to anyone there are way better company's out there that will take way better care of you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
The company has called me ONE time. I have called them several times leaving a message every tim, NEVER Getting a call back from my call. The company has also not offered SEVERAL solutions they have offered 3 and all of them being to THEIR connivence. All resulting in ME either taking care of the problem myself such as driving to a location I have no idea where is on my own time or buying an entire new set of wheels and THEN once I receive them will be refunded. As in I will have given this company OVER $5,000 to get a correct set of wheels. To me that does not seem like a risk willing to take on getting refunded AFTER THEY recover them back. I have every email from our conversation proving what I am saying is the correct offers. I NEVER asked for free tires I told them as a statement the only way I am KEEPING these Tires is if they are for free. I did however ask for a 20% discount on the tires which would have been a credit of approx 200 dollars ON TOP of the difference in cost of the tires I paid for and the ones I recieved. They told me this was not possible. They say they are not familiar with a company who gives a refund before getting back the product, well I am not familiar with a company who has the audacity to make an error and then fail to offer a resonable counter off in the SLIGHTEST bit. As I have told them all I want is for them to send me the correct order and on the same delivery as I receive them, the incorrect order will be nicely packaged and put onto the SAME truck delivering the correct tires. I do not see how this is a problem, they say they would be out the payment on the new set of tires, but why should I be the one out ANOTHER $2,500 to receive what I had already ordered.
Hello,
I have just reviewed the email conversation you had with our customer service manager and I am seeing a slight discrepancy between the explanation and the email conversation. This issue occurred due to an IT error with the part number of the wheel being different than the...
description in our database, unfortunately we did not catch this mix up when the order was shipped out, so again, we truly apologize for that, but are happy to get the correct product out to you. You originally stated that you may be interested in keeping the wheels/tires as is due to the "its going to be a hassle to get them returned", in which we replied "the return process is quite the hassle unfortunately, so I do apologize for being put in this situation". After some more discussion, you requested that we refund you $350 and you will keep them as is, in which case we were unable to meet this request and offered $50 if you would like to keep as is, OR we would be happy to send you the correct offset wheels and swap them out for you at absolutely no extra charge.
In the meantime, we also explained our return policy in which we are unable to accept a return or swap on used products. We did give you authorization to mount the wheels/tires on the vehicle and test fit them. Test fitting is absolutely okay, but driving on the product is completely different. We did note that you drove the vehicle out of your garage into your driveway, and we informed you that if that was the extent of the wheels/tires being driven on, we would have no problem at all making the swap for the correct wheels at no charge to you. You then wanted to return the complete package to us, in which case we notified you of our return policy of any damaged products would be subject to a 20% restocking fee. If the product arrived back to us in perfect condition, there would be absolutely no fees for the return due to our mistake and we would refund you in full. That is why we requested images of both the wheels and tires to ensure they were in perfect condition and no fees would be charged to you, but after we requested that information you declined sending pictures of anything and have not made contact with us since.
I am also very surprised by you stating their are defects in the wheels and/or tires, this was never brought to our attention nor any images sent of this. If the wheels and tires did not arrive in perfect condition, I truly apologize, but please send us images so we can see if the damage occurred during the shipping process or during the mount and balance process.
Please understand that we are here to help, we offered to swap the wheels out for you with the correct offset wheels free of charge and that offer still stands. I would be happy to get you the correct product as soon as possible, but we are unable to meet your request of refunding $350-$400. We have accepted responsibility for our mistake and again, are willing to swap the wheels out for you to get this resolved.
Thank you.
Can't go wrong with custom offset thanks for the great service
Very good parts at good price and solid delivery
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
Per our site and in line with any company selling tires, especially oversized aftermarket tires, any warranty offered is through the manufacturer. Although the process can take a few days, the manufacturers have been very supportive on their warranty programs and when we do see an issue we are able...
to get it resolved for the customer. The manufacturer is up to speed and we are having the customer gather the needed information to establish the best course of action. We always side with the customer and do everything in our power to get an issue like this resolved asap. We have stayed in constant contact with the customer and will continue to do so. There isn't a tire manufacturer or a retailer, we are aware of, in the industry that will warranty a tire(s) without the information we have requested. It is common for the vehicle, road conditions, improper installation, or just in experience with aftermarket tires to cause vibration. We must rule these things out and the info asked for will do so. We keep our prices rock bottom by doing a good job in these situations and I am sure everyone can appreciate that, it's a large reason people choose us. We will keep working our butts off for you you, don't worry.
Hello, We have attempted to reach you via phone, text and email, we apologize but we will not resolve a customers issue via [redacted] comments on a negative review. Please use appropriate means of communication to contact us (by no means are we ignoring you). We quote all wheel and tire packages...
10-15 business days (this is not a promise or guarantee, but our estimated time frame for orders). As you know, the manufacturer failed to ship in your wheels which caused the original delay on your order. This was explained to you and you understood that the manufacturer was at fault for failing to ship us the wheels. When the wheels arrived at our facility, one of the wheels had an imperfection so we offered you a credit back to keep the wheel as is, or we would ship you in a replacement. You then opted to keep the wheel as a spare, so we then offered you the spare wheel and tire at our cost which was a discount of $150 for your troubles. Your order was shipped out from our facility (12/14) and unfortunately the shipping courier had mechanical issues with the semi hauling the load which delayed the shipment a few business days. This is a completely unforeseen delay in your order that we are unable to account for when quoting estimated time frames for our orders. When I informed you of this delay (afternoon of 12/19 when I was notified) you demanded we refund you if the shipment does not reach you by Thursday, 12/22. Unfortunately, we are unable to refund you for the order when it is in transit to you because we have no way of knowing if you would repay for the shipment. You have all necessary tracking information which proves your shipment is in route to you and we are doing our best to get this shipment delivered. Again, I apologize for the delays on your order, but I have kept contact with you throughout the entire process via email and phone to let you know what is going on. Unfortunately, I am unable to make the shipping courier deliver the shipment any sooner. Please let us know if you have any further questions by reaching us by email, phone, or text.
Hello,I have just reviewed the email conversation you had with our customer service manager and I am seeing a slight discrepancy between the explanation and the email conversation. This issue occurred due to an IT error with the part number of the wheel being different than the description in our...
database, unfortunately we did not catch this mix up when the order was shipped out, so again, we truly apologize for that, but are happy to get the correct product out to you. You originally stated that you may be interested in keeping the wheels/tires as is due to the "its going to be a hassle to get them returned", in which we replied "the return process is quite the hassle unfortunately, so I do apologize for being put in this situation". After some more discussion, you requested that we refund you $350 and you will keep them as is, in which case we were unable to meet this request and offered $50 if you would like to keep as is, OR we would be happy to send you the correct offset wheels and swap them out for you at absolutely no extra charge. In the meantime, we also explained our return policy in which we are unable to accept a return or swap on used products. We did give you authorization to mount the wheels/tires on the vehicle and test fit them. Test fitting is absolutely okay, but driving on the product is completely different. We did note that you drove the vehicle out of your garage into your driveway, and we informed you that if that was the extent of the wheels/tires being driven on, we would have no problem at all making the swap for the correct wheels at no charge to you. You then wanted to return the complete package to us, in which case we notified you of our return policy of any damaged products would be subject to a 20% restocking fee. If the product arrived back to us in perfect condition, there would be absolutely no fees for the return due to our mistake and we would refund you in full. That is why we requested images of both the wheels and tires to ensure they were in perfect condition and no fees would be charged to you, but after we requested that information you declined sending pictures of anything and have not made contact with us since.I am also very surprised by you stating their are defects in the wheels and/or tires, this was never brought to our attention nor any images sent of this. If the wheels and tires did not arrive in perfect condition, I truly apologize, but please send us images so we can see if the damage occurred during the shipping process or during the mount and balance process. Please understand that we are here to help, we offered to swap the wheels out for you with the correct offset wheels free of charge and that offer still stands. I would be happy to get you the correct product as soon as possible, but we are unable to meet your request of refunding $350-$400. We have accepted responsibility for our mistake and again, are willing to swap the wheels out for you to get this resolved. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] The company has called me ONE time. I have called them several times leaving a message every tim, NEVER Getting a call back from my call. The company has also not offered SEVERAL solutions they have offered 3 and all of them being to THEIR connivence. All resulting in ME either taking care of the problem myself such as driving to a location I have no idea where is on my own time or buying an entire new set of wheels and THEN once I receive them will be refunded. As in I will have given this company OVER $5,000 to get a correct set of wheels. To me that does not seem like a risk willing to take on getting refunded AFTER THEY recover them back. I have every email from our conversation proving what I am saying is the correct offers. I NEVER asked for free tires I told them as a statement the only way I am KEEPING these Tires is if they are for free. I did however ask for a 20% discount on the tires which would have been a credit of approx 200 dollars ON TOP of the difference in cost of the tires I paid for and the ones I recieved. They told me this was not possible. They say they are not familiar with a company who gives a refund before getting back the product, well I am not familiar with a company who has the audacity to make an error and then fail to offer a resonable counter off in the SLIGHTEST bit. As I have told them all I want is for them to send me the correct order and on the same delivery as I receive them, the incorrect order will be nicely packaged and put onto the SAME truck delivering the correct tires. I do not see how this is a problem, they say they would be out the payment on the new set of tires, but why should I be the one out ANOTHER $2,500 to receive what I had already ordered.
One of the easiest companies I've gotten to work with. As a business owner myself I was very impressed with their overall professionalism and flexibility throughout the ordering process. The staff is very knowledgeable and I would definitely recommend this as a place for anyone looking to upgrade their vehicle. You won't be disappointed.
Per our site and in line with any company selling tires, especially oversized aftermarket tires, any warranty offered is through the manufacturer. Although the process can take a few days, the manufacturers have been very supportive on their warranty programs and when we do see an issue we are...
able to get it resolved for the customer. The manufacturer is up to speed and we are having the customer gather the needed information to establish the best course of action. We always side with the customer and do everything in our power to get an issue like this resolved asap. We have stayed in constant contact with the customer and will continue to do so. There isn't a tire manufacturer or a retailer, we are aware of, in the industry that will warranty a tire(s) without the information we have requested.
It is common for the vehicle, road conditions, improper installation, or just in experience with aftermarket tires to cause vibration. We must rule these things out and the info asked for will do so. We keep our prices rock bottom by doing a good job in these situations and I am sure everyone can appreciate that, it's a large reason people choose us. We will keep working our butts off for you you, don't worry.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This is a little bit more feasible. I will first price check the cost to have a set of tires un-mounted/mounted. Also please confirm that you actually have this set of rims in the correct offset, on your website I only see this set in the same offset as I ordered, but it is still listing the wrong part number. The part number listed is for a +12 offset.
Regards,
[redacted]
Hello John, Thank you for contacting Custom Offsets. Per your discussion with our team yesterday, all products we sell do come with a full manufacturers warranty. In this case, your wheels come with a 1 year finish warranty and all claims are reviewed/approved by the manufacturer directly and it is...
at their discretion to approve/deny any claims we submit. In this case, you are outside of the 1 year time frame and the issue would not be covered under warranty. However, after discussion with the vendor, we were able to get this claim approved for you yesterday afternoon. Charlie was notified to email you confirmation of this which you will likely see sent over this morning. Let us know if you have any other questions at this time. Thanks!
BUYERS BEWARE
Ordered a set of wheels and tires mounted and balanced with wheel sensors and lug nuts. First off the shipper they set up to deliver gave me a day of delivery but could not give me a time frame so I had to take a whole day off work. so I got the wheels and all the lug nuts needed weren't provided so I waited on them to correct that and then proceeded to install the wheels and tires. Took the truck to a dealership to have the wheel sensors programed to the truck and the dealer said the sensors were recognized by their equipment but the truck would not recognize them and the were probably not the correct sensors for the truck. Being nice they said no charge. so I called customer service at custom offsets and the said to get a letter from them that they were the wrong sensors and they would send me new sensors and give me up to [redacted] a wheel for labor, the dealer ship would not give me a letter unless they disassembled to confirm and I would have to pay for the labor then. So thinking they were trying to pull a fast one on me I went to the local truck accessory shop and had them try and set them with the same results as the dealer. so I went ahead and had them replace the sensors and all was well. Emailed custom offset the letter and they said they would send me a rma for the wheel sensors. after two more emails and 6 days I finally got a rma. After a week I got an email saying there was nothing wrong with the sensors and thy weren't going to cover the labor. so by the time I added up all the extra time labor and cost in I would of save a good bit of $$ buying them locally. Not very happy and would not recommend
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
Jason [redacted]
I had two issues with custom offets 1st was item not as described which cost me 100.00 plus to remedy. Now same set of wheels I finally opened all because of waiting on paypal to help settle dispute. Maybe we should all reconsider paypal the one that is for consumer protection.... anyhow one wheel was damaged from some one else having purchached the wheel mounted..dismounted and returned and they sent me. Which any wheel distributer would never accept " via" any website or dealership. Now I am offered a 50 dollar credit on a 300 dollar wheel. Any damaged wheel via salvage is only worth 20 dollars
This customer is another shop owner/technician. He assured me that he knew how to "hurt" another shop owner and is now attempting to use Revdex.com to do so. This customer has been using inappropriate language and behaving poorly from the beginning, before the sale - originally I was going to decline the...
sale but unfortunately I decided to work with Mr. [redacted] of RPM Automotive . He indeed received 2 wheels with very small scratches/nicks in them that may have occurred while mounting the tires on them. We addressed this defect with our team and are improving inspection. [redacted] stated that he knows it was not damaged while shipping because he showed the delivery driver the damage, yet he proceeded to accept the shipment and even mounted the wheels and tires on his car and drive the car, before reporting the damage to us. Once the wheels/tires are driven on they cannot be returned. This is stated on the site he purchased from on every wheel sale page "Any returns, without the tires mounted on the rim will likely carry a
20% restocking fee. If tires have been mounted we are not able to accept
a return." However because we felt the damage to the wheels may have been due to our negligence, we offered to send 2 wheels (brand new) to him for only $120 with free shipping, this is a VERY deep discount. We also allowed him to keep the other 2 wheels. [redacted] accepted this very generous offer and several days later he is now saying he wants the $120 back. This is a very unreasonable request after the fact and it is clear that this shop owner and/or technician is abusing the system.
I will tell you about my experience and you can decide for yourself. It took 25+ emails to order my wheels and tires because they don't take phone calls. And in the first 15 emails I was just trying to figure out which wheels and tires would fit my 67 Fastback Mustang after finally figuring out the sizes they recommended for my vehicle we ordered the wheels. I was told 7-10 days. Well it took over 2 weeks and the only reason it took 2 weeks is I was not so nice and magically my wheels and tires shipped that day. I finally got my wheels and tires and I opened them up and 2 wheels were damaged and not from shipping it was from when they mounted the tires and they sent 2 different center caps what a joke. So I put them on to make sure they would fit before having to email them back about the damaged wheels. Then when I sent them pictures of the damaged wheels they said since I bolted them on the only thing they could do for me was sell me 2 new wheels at a discounted price. I did it because my car is like a show car and can not have damaged wheels on it.
Also after telling them I wanted to lower my car 1 inch and to make sure those would be the correct offsets so I would not rub without any modifications guess what the front tires rub now I will have to roll me fenders and I have not even lowered it yet. All in all I would not recommend this company to anyone there are way better company's out there that will take way better care of you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
The company has called me ONE time. I have called them several times leaving a message every tim, NEVER Getting a call back from my call. The company has also not offered SEVERAL solutions they have offered 3 and all of them being to THEIR connivence. All resulting in ME either taking care of the problem myself such as driving to a location I have no idea where is on my own time or buying an entire new set of wheels and THEN once I receive them will be refunded. As in I will have given this company OVER $5,000 to get a correct set of wheels. To me that does not seem like a risk willing to take on getting refunded AFTER THEY recover them back. I have every email from our conversation proving what I am saying is the correct offers. I NEVER asked for free tires I told them as a statement the only way I am KEEPING these Tires is if they are for free. I did however ask for a 20% discount on the tires which would have been a credit of approx 200 dollars ON TOP of the difference in cost of the tires I paid for and the ones I recieved. They told me this was not possible. They say they are not familiar with a company who gives a refund before getting back the product, well I am not familiar with a company who has the audacity to make an error and then fail to offer a resonable counter off in the SLIGHTEST bit. As I have told them all I want is for them to send me the correct order and on the same delivery as I receive them, the incorrect order will be nicely packaged and put onto the SAME truck delivering the correct tires. I do not see how this is a problem, they say they would be out the payment on the new set of tires, but why should I be the one out ANOTHER $2,500 to receive what I had already ordered.
This has been Resolved.
Hello,
I have just reviewed the email conversation you had with our customer service manager and I am seeing a slight discrepancy between the explanation and the email conversation. This issue occurred due to an IT error with the part number of the wheel being different than the...
description in our database, unfortunately we did not catch this mix up when the order was shipped out, so again, we truly apologize for that, but are happy to get the correct product out to you. You originally stated that you may be interested in keeping the wheels/tires as is due to the "its going to be a hassle to get them returned", in which we replied "the return process is quite the hassle unfortunately, so I do apologize for being put in this situation". After some more discussion, you requested that we refund you $350 and you will keep them as is, in which case we were unable to meet this request and offered $50 if you would like to keep as is, OR we would be happy to send you the correct offset wheels and swap them out for you at absolutely no extra charge.
In the meantime, we also explained our return policy in which we are unable to accept a return or swap on used products. We did give you authorization to mount the wheels/tires on the vehicle and test fit them. Test fitting is absolutely okay, but driving on the product is completely different. We did note that you drove the vehicle out of your garage into your driveway, and we informed you that if that was the extent of the wheels/tires being driven on, we would have no problem at all making the swap for the correct wheels at no charge to you. You then wanted to return the complete package to us, in which case we notified you of our return policy of any damaged products would be subject to a 20% restocking fee. If the product arrived back to us in perfect condition, there would be absolutely no fees for the return due to our mistake and we would refund you in full. That is why we requested images of both the wheels and tires to ensure they were in perfect condition and no fees would be charged to you, but after we requested that information you declined sending pictures of anything and have not made contact with us since.
I am also very surprised by you stating their are defects in the wheels and/or tires, this was never brought to our attention nor any images sent of this. If the wheels and tires did not arrive in perfect condition, I truly apologize, but please send us images so we can see if the damage occurred during the shipping process or during the mount and balance process.
Please understand that we are here to help, we offered to swap the wheels out for you with the correct offset wheels free of charge and that offer still stands. I would be happy to get you the correct product as soon as possible, but we are unable to meet your request of refunding $350-$400. We have accepted responsibility for our mistake and again, are willing to swap the wheels out for you to get this resolved.
Thank you.
One of the greatest companies I have ever worked with. Low rices, fast shipping, excellent communication!! I will be a repeat customer!