Custom Wheel Outlet, Inc.

Initial Business Response /* (1000, 5, 2015/01/19) */
This customer opened a complaint with PayPal, too, which he lostWe never told the customer the wheels and tires would be mounted and balanced, nor does it way anywhere in the transaction that they would beHad that been included, it
would have been included in the invoice, which it was notNow the customer was asking for a $refund to mount and balance the tires, which we cannot afford to giveIf we had specified in the transaction they would be mounted and balanced, we would have no problem taking care of this expense, however, as our salesperson stated on the phone with the customer, that was never included

Hello Dana,I just looked into our phone records and I do see that we missed a voice mail from you on SaturdayWe do not work on the weekends so I apologize we were not able to answer your callUnfortunately we never got a message from WalMart that you were interested in cancelling your orderI have gotten permission to set you up with prepaid shipping labels and issue you a full refund once we received the tires back, if you are willing to close your Revdex.com complaintPlease feel free to contact me directly at ***.Sincerely,Aishah ***

Initial Business Response /* (1000, 8, 2015/05/01) */
This customer was never given a guaranteed delivery dateWe gave an estimate of 3-business daysThe customer received them in business days from orderHowever, there was a bit of a min the warehouse and he did, indeed receive the
wrong wheelsWe sent him prepaid return labels and told him we'd give him a refund when wheels were returned and inspectedWith the way he acted on the phone, we had no confidence that he didn't do something to the product to try to hurt our businessThe customer has received a full refund as we had promisedWe never refused to give a refund, as he saidThis is simply one of those people that "wants to watch the world burn." He ordered on Thursday and was calling Tuesday already screaming and swearing at our customer service reps about why his wheels hadn't been received yetWe explained that they would be there on Friday, but that wasn't good enough for himInstead, he continued to call each and every day to swear more and yell at our repsThe customer has been fully refunded
Initial Consumer Rebuttal /* (3000, 10, 2015/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Salesman lied and said they stocked the wheels and that they had on the shelfHe also guaranteed they would be there by TuesdayI called Tuesday and then again Friday when I received the wrong wheels, never in betweenI ordered wheels on Wednesday morning and never received till the following Friday, which is 7-business days depending if you count all day WednesdayMy credit card charge supports they were purchased wednesday morningThe only person that continually screamed and swore was the salesman ***He never apologized, just said "he would make my life a living hell" if I didnt immediately take the Revdex.com complaint downIm not "one of those people", ive never filed a Revdex.com complaint before and wasn't looking to get something for freeI only wanted what I paid for and the business to act in a professional manner

We sent you pre-paid return labels to return the other two and offered to replace the two tires in full, prior to warranty inspectionWe can send out two tires as soon as we get verification from FedEx that they have the tires in their possession. If you want the replacement tires before sending them back, we asked that you pay for those upfront and we will guarantee you credit you back once the other tires are in the possession of FedExNormally warranty issues are sent in for inspection prior to credit given, but we are making an exception for you to resolve thisI feel we are being very fair in our offer

I was not aware of the issue you had with the center caps, but have no problem replacing them if they are availableI will touch base with Leah on Tuesday (we are closed for the holiday weekend) and I will contact you with an update and an ETA as to when we can get you replacement capsThanks!

Initial Business Response /* (1000, 11, 2015/01/14) */
We appreciate the opportunity to address this situation, we did refund your credit card the $for the lug nuts on December 2,

Initial Business Response /* (1000, 8, 2015/05/01) */
This customer was never given a guaranteed delivery dateWe gave an estimate of 3-business daysThe customer received them in business days from orderHowever, there was a bit of a min the warehouse and he did, indeed
receive the wrong wheelsWe sent him prepaid return labels and told him we'd give him a refund when wheels were returned and inspectedWith the way he acted on the phone, we had no confidence that he didn't do something to the product to try to hurt our businessThe customer has received a full refund as we had promisedWe never refused to give a refund, as he saidThis is simply one of those people that "wants to watch the world burn." He ordered on Thursday and was calling Tuesday already screaming and swearing at our customer service reps about why his wheels hadn't been received yetWe explained that they would be there on Friday, but that wasn't good enough for himInstead, he continued to call each and every day to swear more and yell at our repsThe customer has been fully refunded
Initial Consumer Rebuttal /* (3000, 10, 2015/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Salesman lied and said they stocked the wheels and that they had on the shelfHe also guaranteed they would be there by TuesdayI called Tuesday and then again Friday when I received the wrong wheels, never in betweenI ordered wheels on Wednesday morning and never received till the following Friday, which is 7-business days depending if you count all day WednesdayMy credit card charge supports they were purchased wednesday morningThe only person that continually screamed and swore was the salesman ***He never apologized, just said "he would make my life a living hell" if I didnt immediately take the Revdex.com complaint downIm not "one of those people", ive never filed a Revdex.com complaint before and wasn't looking to get something for freeI only wanted what I paid for and the business to act in a professional manner

***,I'm sorry to hear about the issues you had with your salesperson getting this issue resolvedI have forwarded your information and complaint to our customer service Manager, AishahShe assured me she will reach out to you today and work with you for a resolution ASAPIf you do not hear from
her by end of business today, or she does not resolve this to your satisfaction, please call me directly via ###-###-#### or email [email protected] Your satisfaction is of the utmost priority to me and I want to make sure we handle this quicklyAgain, sorry for the issue you have been having with the lugs, but we will correct this for you.Sincerely, Eric ***General Manager

Initial Business Response /* (1000, 5, 2015/01/19) */
This customer opened a complaint with PayPal, too, which he lostWe never told the customer the wheels and tires would be mounted and balanced, nor does it way anywhere in the transaction that they would beHad that been included, it would
have been included in the invoice, which it was notNow the customer was asking for a $refund to mount and balance the tires, which we cannot afford to giveIf we had specified in the transaction they would be mounted and balanced, we would have no problem taking care of this expense, however, as our salesperson stated on the phone with the customer, that was never included

I am rejecting this response because:they are
still telling me I have to purchase more tires to replace the out of round tires so I can send the bad ones to them before they send me more tires instead of sending me tires and let me send bad ones back.I also asked them to talk to owner of the tire shop and send the tires to them and see if they could ship them back and they told me they couldn't do it.all I want is the new tires I paid for I don't have the money to buy more tires if they don't want to give me the tires they should give me money back for the tires

I am rejecting this response because:
I glad they returned them back to manufacturerBut, *** at Custom Wheel Outlet told me my wheels were not covered under warranty because were damaged by pot holesShe knows that's not true because they are not dented or damagedThey are leaking on stress cracks at the spokesPot hole damage dents or bends wheelsThese wheels ride perfectThere are not dentedI sent her all the picturesSo knowing that they sent them back to manufacturer a second time proves that they either haven't inspected my wheels themselves or they have inspected them and they KNOW they there is no pot hole damageIf the manufacturer will not make it right I expect Custom Wheel Outlet to make it rightThey sold me the wheels, they should stand behind their products

I'm sorry to hear about your experience and we certainly want to make this right for youI did go back into the phone logs and do see a message was left from you on 9/that was not responded to, which is not acceptable, regardless of the reasonI'm going to have one of our associates contact you
and send you pre-paid shipping labels today, to get the tires back to usShe can work out with you if you want a refund, or do a replacementWe look forward to getting this resolved quickly to your satisfactionThank you

My apologies, I thought our customer service manager had resolved this issue with the customer after I forwarded the message to herI have gone ahead and refunded the remaining amount for a total of $

Hello Chris, Attached are shipping labels for you to send the wheels back to usUnfortunately due to how old the original order is we no longer have the ability to send out the a rear wheelWe’ve talked to the Revdex.com and believe that the best resolution is to have you send all of the wheels back to us for a full refundAttached are shipping labels for you to send all wheels back to usPlease let me know if you have any issues with the labelsSincerely, Aishah

We do not carry spacers, but are willing to cover up to $credit if a receipt can be provided for spacersAs far as the one wheel, if the customer agrees, we can have wheel drilled with the proper specs and replace the one wrong wheelUpon acceptance of these terms, we will send a pre-paid
label for the one wheel, so the customer dos not take on any shipping expense

Initial Business Response /* (1000, 5, 2016/01/19) */
This customer purchased wheels on November 11/We had heard of no problem with the wheels until 10/23/when Mr*** contacted us to say that there was a problem with the wheels balancingWe tried to assist Mr*** in opening a
warranty claim with the manufacturer, but the customer did not want to take the wheels off and send them for inspectionInstead, he wanted us to send him a different set of wheels before these were ever inspectedWe informed the customer that after such a long period between the purchase and notification of a problem (nearly a full year), we could not replace the product without first inspecting them, and the customer still has not contacted us with a statement from a wheels specialist pinpointing what exactly the problem wasAll we have thus far is the customer repeatedly stating that the wheels won't balanceWe have repeatedly asked the customer to have the wheels put on a Road Force balancer, which would determine what the exact problem may beWe still have not received any information from this, so we currently cannot offer a replacement with no determination of what the problem may beIf we received that information, we could get a better idea of where the problem liesIn our experience, we have never had a full set of wheels that were all out of round or caused vibrationsSomething like this is usually caused by one wheel being bent from impact with a pot hole, curb, etcWe still haven't that information needed to determine what the problem actually is

We offered to do exactly what the customer asked for, knowing that a significant amount of time went  by from the customer contacting us, and then he rejected it. Our normal policy is that customers must notify us within 30 days of a problem, however several months went by without any communication about an issue with his order. Now, both in his reply as well as when we have contacted him via phone, he is basically asking for us to authorize a blank check for spacers on his car. It’s not even about a fitment issue, more so that he does not like that the  aftermarket wheels do not fit flush like his factory wheels do. He obviously knows how much the spacers he wants are, but refuses to tell us or give us any dollar amount. The $150 exceeded what we would normally offer as a concession in a case like this, but we agreed, and now he is being difficult and not upfront with us. Our offer stands, $150 refund and we can have 1 wheel drilled with the proper specs and replace the one wrong wheel. Upon acceptance of these terms, we will send a pre-paid label for the one wheel, so the customer does not take on any shipping expense.

We shipped what was ordered, however we understand the customer is not happy with the offset and the actual offset pictured on the listing (stock image) was explained would not work for the application, but what was sent will. However, we did offer to send pre-paid return labels if the customer is...

wanting to return, which is still an option. Otherwise, what we can do is send the missing caps and offer a partial refund of $200, knowing that the wheels should have been inspected before installation, which I feel is very fair. I could probably round up a manufacturer hoodie as well if the the second option is taken. I feel both options are very fair, considering the wheels shipped are the correct fitment, they are just not as deep of an offset as the stock wheel picture. Please let us know as soon as possible how you would like to proceed so we can resolve this.  Thanks!

The wrong fitment was ordered on our eBay selling site. The fitment guide specifically states in bold red letters "This part is not compatible with 2010 Dodge Ram 3500" We do not have that specific wheel currently available in the hub bore that is needed. Per our stated eBay return policy on...

our seller site, we have a 20% restocking fee, subject to any orders returned due to wrong fitment ordered, unless purchasing a replacement. Total restocking fee is $365.19 and we sent the customer pre-paid return labels, which I've attached to this message.These are very large and heavy wheels, which are not cheap to ship (both ways). As long as the wheels are returned in the same condition received, unmounted and in original boxes (packed per instructions we sent), I would be willing to take $100 off of the restocking fee, in order to resolve this. The remaining amount will be needed to cover shipping charges (both ways) and does not cover any of employee/warehouse shipping/receiving labor. Wheels will still need to be inspected and the $100 restocking fee break will only apply if the consumer excepts our offer per the guidelines listed above.

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.  Thank You !