Cvr Associates Inc

I am writing concerning my complaint against Onyx (CARid). I initially wanted the cpmplaint kept open until all was resolved. For some reason that I didnt understand Revdex.com decided to closew it. Well I have been waiting for over 5 weeks now and the problem is still not solved. Its very frustrating because it is a simple solution. During the last 5 weeks I have been in contact with Elizabeth G which is the customer relations manager. When I say I have been in contact it is only because I have called her, not her calling me to resolve this issue. I have called and left messages but no return call. I finally got her in her office today and she still had no solution. Now I am in shock at how poor this customer service is, especially from the manager. Nothing has been done and I want to reopen this complaint.

I am rejecting this response...

because:
What are they talking about..? I never received rear brakes much less defective brakes. Wow! Reread my complaint you are so off base.  She lied to get my business which is not ethical. And you made me miss my deadline because of her liing to me to make an commission. I would not to have placed my order with you if I knew you could not meet my deadline!!

For this clients order the front and rear pads were being shipped from 2 different locations.  Both parts were in stock and both showed to generally ship within 24-48 hours.  One of the products where shipped within in this timeframe and one was not shipped until 4/8 (4 business days...

later).   The delayed product was overnighted for Saturday delivery in order for the client to receive as quickly as possible. During the conversation the client had with Stacey, the client was issued a $25 gift card.  Understanding the clients frustration we are having this changed from store credit to a refund back to the client's credit card.  Unfortunately we will not be able to offer one of the products for free.

There a misunderstanding with this order, the customer told us he was going to deal directly with the manufacture. I will have a technician contact him since this is still unresolved.

[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,
A[redacted]

We are bound by UPS's policy regarding lost packages, and the claim has been filed. As the client does not want to wait for this procedure, we have issued the refund in full as an exception. While the refund has been issued on our end, it can take the client's bank or credit card company 3 to 5...

business days to make the funds available.  DateAmountTransaction IdTransaction TypeTransaction fee refundedProductNote12-28-2016 09:01:20 AM64.88[redacted]Refund[redacted] (shipping) / Refund for return, by Maria Qu DateAmountTransaction IdTransaction TypeTransaction fee refundedProductNote12-28-2016 09:01:20 AM64.884829372998306091803086Refund34918 (shipping) / Refund for return, by Maria QuDateAmountTransaction IdTransaction TypeTransaction fee refundedProductNote12-28-2016 09:01:20 AM64.884829372998306091803086Refund34918 (shipping) / Refund for return, by Maria Qu

We apologize for the issue the client is facing, however we do not have such policy in place regarding additional fees. In fact, our policy is quite the opposite. It states... CARiD is not responsible for any additional charges, labor, loss, or damage incurred as a result of information,...

correct or incorrect, referenced or products purchased from CARiD. While we work to avoid any errors or omissions that may appear on the CARiD website, we do reserve the right to cancel any undelivered orders based on inaccurate information. However, we will make an exception to help our client and issue a refund in the amount of $85.08 for the cost of having his wheels balanced again.

We did inform him of the spacers, see attachment. I apologize, however all wheel order are non cancellable or non returnable. A custom order is a special order made for the client altering its original state. Our fitment is based on what was order, however at times the customer feels it is not a fitment based on the appearance of the wheel after it is on the vehicle. The fitment is often personal appearance issue rather than actual item order.

We are attempting to replace this order, the biggest problem is that the client made a comment that he wasn't sure if the item was purchased through Amazon...this is creating a delay.

The client's replacement order has shipped with UPS Tracking # [redacted]. They shipped on the 11th and the estimated delivery date is the 17th.

CARiD is more then willing to warranty any product of ours that falls under the specifications of the manufacturers warranty. In this case the test provided by the client shows the wheel being .25 ounces out of round which by industry standards is acceptable and nearly perfect. The client clearly...

wrote 25% out of round which is unfortunately incorrect, If a wheel was that out of round it would be there would be flat spots on the wheel. .25 of an ounce. is not a lot of weight by anyone's standard. The balance machine being used in the test shows the tech where to place the weight in order to make the balance perfect. The Technician needs to simply proceed and make the adjustment. The client has not been able to present documentation showing any of the wheels are defective. There are many moving parts to a vehicle that could cause vibration as well as the tires. Unfortunately with the evidence provided by the client there is no inclination that the wheels received are out of round in any way.  Due to this we cannot prove to the mfg. that there is a defect to the wheels.

We apologize for the issue the client is facing. The issue with the front set of vent visors is the installation. They are installed in the wrong place, as evidenced in the video he sent us. The front set needs to go in between the rubber and the outside edge of the channel. This is why he is having...

a noise issue, and the reason the window will not go up all the way. Putco offered to contact the client to assist with the installation. The visors are not defective, nor are they incorrect for the client's vehicle. They are installed incorrectly, and we do not take back installed items. Attached are the installation instructions for this item. While we will not take this item back (due to it already being installed) we will be happy to issue a partial refund of $30.

The missing hardware and brackets shipped with FedEx tracking [redacted] and it was delivered on Friday, March 17th. We apologize for any delay this has caused.

I am rejecting this response because: as I stated originally to the company and the Revdex.com, inside the shop area I could not tell that the wheels were purple. Also, I did not stand in the shop area during the entire install. The tech came and got me when the install was complete and at that point, my vehicle was sitting outside in the sun where I could CLEARLY see the colors. I immediately called and no one answered.  I was also not about to pay an additional $240.00 plus dollars to have the purple wheels removed,  the original wheels reinstalled and my TPMS reset again. As per conversation with George from CarID, I called immediately before I even drove off of the lot. And my question is why didn't the company ensure they were shipping the right item? If I had ordered the wrong thing that would be solely on me but I ordered what I wanted, and confirmed what I wanted 3 separate times. I can only be held responsible for CarID ' screw up if I was the person who painted the wheels which I was not. And FYI, the instructions are specific to fitment and they fit fine; they're simply not what I ordered. So what now??? I don't have the time or patience to keep going back and forth about shotty quality and questionable products. Do I need to obtain legal representation at this point because I have recorded phone calls and photos as well. Please advise. Thank you.

We apologize for the issue the client is facing. The manufacturer had to test fit these bars on an actual 2017 Compass to verify fitment issues. At this time the return paperwork has been emailed and the refund will be issued once the bars have been returned.

The client has been refunded for the full cost of the bumper in the amount of $1,236.89. This was done this afternoon, and it can take his bank or credit card company 3 to 5 business days to reflect this refund.

[redacted],The client received the correct part which comes in 2., he only received one. The manufacture is aware and approved the return. We sent him the return paper work on 8/5 via email. We are not able to refund him until he return the part back. He stated he was ordering the part directly...

from the manufacture so an exchange was not set up. How does he want to proceed? [redacted]Consumer Relations Mgr.###-###-####

As of this morning, Tuesday 07/21/2015, I have received my full refund from CarID.com.  Just wanted to let you know.

Complaint: [redacted]
I am rejecting this response because:Carid did not win the [redacted] dispute...I closed it as it eas a waste of my time continuing through that venue.Legal council has been retained for further harrasment reasons regarding this seller!
Regards,
[redacted]

There is no refund due his credit card holder decided in our favor. Any questions please call me directly at ###-###-#### [redacted]