Custom Wheels Direct

Included in this response will be the emails that were exchanged between the customer and our sales department, which the customer failed to provide. To answer to his desired settlement, he still has the new center caps that was sent to him and we did everything we could to help him. He has been...

putting up bad reviews (with very bad language using cuss words like a sailor)  on several websites so he got what he wanted on that end. But we reserve the right to dispute his complaints since there are two sides to every story.  So the customer is correct in that he did place an order online for four center caps.  When the customer complained about a cap breaking after driving on it for 30 minutes, even though we've been selling these caps for years without any complaints from other customers, we did offer to send him one for free even though there is no warranty on caps after they are installed. Most caps are plastic and when installed properly there is NEVER a problem. Caps just don't fall off and brake for no reason. We've been in business for almost 40 years and have been selling caps without any issues. We are not the manufacturer, we are a distributor of their products and are the largest center cap company of thousands of center caps so we buy in bulk and have a huge inventory while our competitors do not. So that is why we have caps available that other companies do not have in stock. To begin with, as you will see that his complaint sent to you the Revdex.com, is different from the emails we received. He told us in an email that there were no caps on the wheels when he purchased them, which he failed to tell you. These wheels have been manufactured for about ten years. ALL center caps are made specific for that wheel, meaning that you can not just purchase any cap for the wheel you have. There are about ten caps that could fit that wheel. Unless you know what part number you have is to look at the back of an old cap you need it would be almost impossible to guess which one really fits the wheel you have. It depends on bolt patterns and other things. The ONLY WAY to be sure is to get the part number from the back of one of the old center caps. We say that continually on our website as to make sure that the correct cap is ordered and sent. The customer would have to have that old part number in order to place an order. The customer placed an order online on December 10, 2015 and knew that part number and yet claims in one of his emails to us that he had no caps previously on the wheels on his vehicle. At the first time of contact, the customer said one cap had fallen off so we offered to send him a new cap for free. Center Caps for wheels are made with a mold of plastic material. In all the years we have been in business we have never had a defective plastic cap, that just never happens. It is plastic and plastic breaks when you're not careful when installing. It's like a plastic case for a cell phone, when a phone is dropped with one of the plastic cases, the case breaks. Since plastic caps breaks easily, we recommend that they be installed by someone who knows what they are doing. We offered to send him a cap at no charge. He then said that was unacceptable and wanted a full refund.  He claims they are defective and then wants to return them all, so after he thought one was defective, he admits to you the Revdex.com, he continued to drive around on the other three, and then claims they also fell off. That is like ordering a meal at a restaurant and saying it is bad but continue eating it and then not wanting to pay for it. The customer decides that he wants a full refund and threatens us by saying he would be reporting us to the Revdex.com.  In his complaint to you he says he drove a few more days and more caps fell off and broke and yet he never told us that. Why didn't he tell us that he had two more caps fall off? He said he would only be satisfied if he got a full refund. In the end we told him to send back all pieces including hardware/screws and all top pieces that go to those caps. What he sent back was the old used, rusted/dry rotted caps that were 5 years old. There is a number on the caps that tell us when they were made. As you can see in the email to us the customer claims that all the caps were scraps. There is no such thing as scrap center cap. So, by him claiming there is a national backorder and he can prove that (which he didn't) he still ordered the caps from us. Further proof that he knew what he was doing. He claims they are junk and claims nobody has those caps and insinuates that since nobody has those caps, that we didn't either. Really? How can we sell caps we do not have? We have hundreds of thousands of center caps in stock including the caps he ordered otherwise we could not sell them. That just makes no sense other than the fact he had planned to do what he did. We received caps back but they were not the ones we sold to this customer. The ones we got back had rust with dry rot and chrome corrosion on them. The customer claims the caps did that due to rain. A goggle search proves that there was no rain during the time he had received them to the time he had emailed us originally to say that one had fallen off, which was just a few days. Even if it did rain, there is no way chrome plated plastic center caps would be in that condition. It takes years to do the damage that those caps had. But the fact that he sent old used caps and only 3 pieces instead of 8 is why the caps were refused back to him. So in conclusion, the only way we can refund him a full refund is to get all the caps back that we sent to him. Because this is stealing and it crossed state lines, we did file a complaint with his local sheriff department, this is now a criminal case. Please see enclosed email to the deputy on this case. They have seen his truck and are investigating him for fraud and theft. And after that email, you will see the email exchanges between the customer and us.

Revdex.com:
I have...

reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I do not except the proposed action. I was sent the wrong item and I have a receipt to verify such. I will be more than happy to send the item back because I have no use for it. However only when I am guaranteed I will not be charged restocking fee, receive  full refund of $99.99  and I will be reimbursed for shipping cost. This incident is not my fault, of my negligence or because of any thing I did wrong so I should not have to pay the extra costs or shipping due to CCD error. When I know the aforementioned items are confirmed, I will gladly send item back.
Regards,
[redacted]

I have already heard back from the business and received my item as well no further action is needed.

We have asked the customer to return the item for a full refund last week (before the Revdex.com claim was opened) and the customer still has the item in their possession. We cannot issue refund until the item is returned and the credit card dispute has been closed.

Review: I purchased rim caps from Center Caps Direct, sub company of Custom Wheels Direct. Upon having the caps for less then 30 days the plastic started cracking and splitting at joint connections. Contacted and sent pictures to Center Caps Direct, via Email on May 1, 2013 and was instructed that they do not warrenty their products. Center Caps Direct instructed me that they purchase the caps from another company and that I need to contact Pro Comp Wheels. I have sent Pro Comp Wheels 3 emails and I have not gotten any responce.Desired Settlement: Since I have purchased the caps from Center Caps Direct I want Center Caps Direct to replace the broken caps.

Business

Response:

On 3/30/13, we received an online order for [redacted] for 6 center caps part # 711368100 at 25.00 each.

Review: I purchased 4 center caps from custom wheel ind. and within 30 minutes of being on the vehicle one came off. Each center caps have two pieces. One mounts to the wheel and it has an outer piece that snaps in. The outer piece came off while driving. Then a few days later the other 2 caps done the same thing. The four cap broke completely off. They were all defective. I called and tried to get a refund and sent what was left of the center caps I had purchased back to them. Now a guy named [redacted] said that they would refund me my money when they received the broken caps back. Well they received the 3 inner caps and the 2 tabs from the one that broke completely off. Also the 8 mounting screws. Then I get an email from [redacted] saying that the caps I sent back were not the ones that they sent to me due to them being dirty and rust on the screw holes. I had to use the old screw due to the fact that the screws they sent were to long. These caps are on a national back order and they are the only ones that have them that I could find anywhere. I want them to refund my money back of almost $312.00 plus shipping cost and to let people know what kind of business this is. This is a horrible experience and I do not appreciate being called a liar and threatened by mail fraud, credit card fraud and contacting my local police department. The just screw me around and basically stole money from me.Desired Settlement: I would like my money back of almost $312.00 and they need a bad review to warn people about them

Business

Response:

Included in this response will be the emails that were exchanged between the customer and our sales department, which the customer failed to provide. To answer to his desired settlement, he still has the new center caps that was sent to him and we did everything we could to help him. He has been putting up bad reviews (with very bad language using cuss words like a sailor) on several websites so he got what he wanted on that end. But we reserve the right to dispute his complaints since there are two sides to every story. So the customer is correct in that he did place an order online for four center caps. When the customer complained about a cap breaking after driving on it for 30 minutes, even though we've been selling these caps for years without any complaints from other customers, we did offer to send him one for free even though there is no warranty on caps after they are installed. Most caps are plastic and when installed properly there is NEVER a problem. Caps just don't fall off and brake for no reason. We've been in business for almost 40 years and have been selling caps without any issues. We are not the manufacturer, we are a distributor of their products and are the largest center cap company of thousands of center caps so we buy in bulk and have a huge inventory while our competitors do not. So that is why we have caps available that other companies do not have in stock.

Review: I needed a center cap for one rim on my car. I got the part # off the back of rim. CCD did not have the part I needed so I ordered one that would work just as well (slightly diff color). Part came, I put on car. I then called to ask if they would be restocking the part I really wanted. Spoke to female ([redacted] I think) who appeared as tho I was bothering her. She guided me to correct part I needed, I ordered it. Days later it arrived, but wrong part. I called & spoke with a gentleman ([redacted] I think name is). Explained situation. He asked me for part #. I gave it to him. He said wrong number. then said if u call someone and get one digit wrong, u wont get that person. He was very rude. I told him the # was correct off rim on car & if he could hold on, I would look a picture I took on my phone of part to verify #. He talked over me, rudely until I finally said. Listen, please just give me a min to verify number. I verified number & it was what I ordered, per the guidance of [redacted]. After downtalking me and not listening to what I was trying to explain to him, he said "here, talk to her" or something to that effect. [redacted] go on phone & immediately accused me of arguing with her during our first conversation & that was why I got wrong part. She then said she told me the one I needed was discontinued. She never did. Why would I order something that I knew was the wrong one after already settling for an already not correct similar part I was satisfied with. I never got to fully explain how situation went because they were both too busy being rude & accusing me of false things. At that point I told them how I felt & hung up. I think they want people to order wrong part so upon return, a stocking fee would apply. Both of them were rude, accused me of something that I did not do, very unprofessional & the worst customer service u could imagine. They messed up by telling me they had the part I needed when they really didn't and I have the email order picture to prove what I ordered on their receipt.Desired Settlement: I want to send the part they incorrectly sold me back without having to pay restocking or shipping fee and I want a full refund. I did not order the wrong part. I followed the instructions on their website by getting the part number correct first. However the insisted I had wrong part number and I also have pictures of part number from another rim on vehicle. They probably have dealt with this issue many times before and are tired of it, however its not my fault or problem.

Business

Response:

We have asked the customer to return the item for a full refund last week (before the Revdex.com claim was opened) and the customer still has the item in their possession. We cannot issue refund until the item is returned and the credit card dispute has been closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I do not except the proposed action. I was sent the wrong item and I have a receipt to verify such. I will be more than happy to send the item back because I have no use for it. However only when I am guaranteed I will not be charged restocking fee, receive full refund of $99.99 and I will be reimbursed for shipping cost. This incident is not my fault, of my negligence or because of any thing I did wrong so I should not have to pay the extra costs or shipping due to CCD error. When I know the aforementioned items are confirmed, I will gladly send item back.

Regards,

Business

Response:

We have agreed to accept the return 3 times now and the customer is still rejecting our response. I don't know what else we can do to resolve this since the customer is unwilling to return the item.

Review: On June 7, 2013 I ordered some center wheel caps for my car. I ordered Z085. Then I received them on 06/12/13. I had to go out of town that day. I did not have a chance to check to order. I just got back into town, and discovered they order the wrong caps for me. They sent me Z24-2085, which you can see is wrong. they refused to take them back and send me the right ones. Then they said if I wanted to get the right one it would cost me over $550.00 for two caps. This is not fair, since was thier mistake in the first placeDesired Settlement: chashiers check in the amount of $209.90 which is the amount I paid. And negetive mark on their record.

Business

Response:

Thank you for this opportunity to explain our side of this dispute..