Etrailer.com

Initial Business Response / [redacted] (1000, 7, 2015/06/08) */ Thanks for your recent order from etrailer.comOur customer has a very unique trailer which is an Underslung trailerOur customer has returned the used part and reordered the correct itemWe have credited the additional $

Thanks for your recent order from etrailer Per your request, a pre-paid UPS label was sent to you on 4-4-17A credit will be issued to your account when the product is returned and checked inThanks!

Thanks for your recent order from etrailer.com If you are unsatisfied with the product, you may return the unused hitchfor a full product credit We will send you a pre-paid UPS label to return the product It looks like our technical service team worked with you and the manufacturer to address your concerns If you need additional assistance, you can contact us, or the manufacturer technical service team.www[redacted] .com Technical Assistance: [redacted] @cequentgroup.comNOTE: On front wheel drive models, the lower underbody panel may need to be trimmed as shown in Figure to install the hitch or completely removed

Good Afternoon We am very sorry for the inconvenience Mr [redacted] experienced We called the tire chain manufacturer directly to get their suggestion for Mr***'s needsA square link was recommended and ordered Once we learned this was not acceptable we tried to find something else but were unable to We did send UPS to pick up the chains and have issued a full credit back to the original credit card

The technical/sales representatives for etrailer are clearly not listening to what I have told them via email and telephoneThey simple repeat what is written in the product instructions This product will not fit a Honda HRV with or without modifications to the underbody panel.Attached photograph (Drivers side mounting pin) – it is clear that the underbody panel mounting pins welded on the vehicle have cut into the mounted hitch and bent the pins.Attached photograph (Modified underbody shield) – the underbody panel was modified exactly to the product instructions.I now have:Bent mounting pins A hole in the underbody panelA hitch that was mounted and scratched then removed and now no mounted or useable tow hitch.There is also a product safely issue here because the hitch can be forced into position but the hitch or vehicle frame will then be bent, damaged or misaligned.The following link shows that Amazon, the world’s largest internet retailer, warns that this product will not fit a Honda HRV.https://w [redacted] /dp/B0199DBIOA/ref=sr_1_1?ie=UTF8&qid=1492099507&sr=8-1&keywords=draw+tite+24932...⇄ click on the link and enter the vehicle informationI would like for etrailer to have the hitch shipped back to them at their expense, “as is” with the noted and photographed scratchI would also like to have them pay to have my vehicle mounting pins repaired and a new underbody shield installed by my Honda dealer

Thanks for your recent order from etrailer.com UPS delivers day shipments Monday through Friday Your order shipped Thursday, Friday would be next day delivery, and Monday is day delivery We've credited $back to your account as a courtesy

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]

Thanks for your order from us Sorry to hear you wanted to return the item This order was a special return circumstance due to it going truck freight We spoke to you on 9-and corrected the credit amount for you I apologize for the delay while you were on hold while we resolved this situation for you We followed up again by telephone on 9-to confirm you received the credit due

Initial Business Response / [redacted] (1000, 12, 2015/08/18) */ We resolved the issue with the customer and credited an additional $on 8-9-

Thanks for your recent order from etrailer.com I'm sorry to hear about the challenges installing your trailer hitch On a vehicle, there can often be dirt/debris in the weldnuts on your vehicle The most common solution is a spray to loosen the debris It can then be cleaned with a wire brush to remove the debris from the vehicle weldnuts The manufacturer requires the hitch to be installed in this fashion Welding or drilling the hitch or vehicle will void the warranty If you are unable to install the trailer hitch, I will have a pre-paid UPS label sent to your email address If you choose to return the hitch, a full credit on the un-used hitch will be applied to your credit card

Complaint: [redacted] I am rejecting this response because:It was an order that went bad from the beginning, I received the package damaged from presumably from the shipper, (or I have to assume poor packing from the company that made the part) then you resent half of the parts again that I already had, after I spent quite awhile on the phone trying to explain what I did not receive and needed because of a travel deadline I hadI had to track down the part I was missing and purchase another goose neck hitch from another company, (another additional $300) I found which was an hour away, (one direction) to complete my orderThen it took entirely too long to refund my money, when it took you min to take my $for the parts I ordered, but yet almost a week to return my funds to a hard working Army Soldier I know in the business world not every customer will be 100% satisfied, but you have to remember to take good care of your customers and that is how you get repeat businessWhen the problem began and I called to complain which was about 10:am and asked to speak to a manager, by 6:pm I still had not received a call back? Your business is that busy where a manager can not call to solve the problem, (or was too afraid to speak to by then a upset customer), then I am not sure on how to solve thatBut as a Soldier I got a few ideas on leadership, and it is something that will take some timeI own two large trailers and have already purchased more than $of parts from another company besides yours, which would of been with you if you would of done a better job of taking care of business, even if it's not something someone wants to do Sincerely, [redacted]

Thank you for your recent order from us I’m sorry to hear our packing and the manufacturer packaging did not meet your satisfaction When you called, we agreed to replace the product for you The replacement was opened/inspected and resealed before it left our facility to check and make sure the product was in good condition I apologize the replacement product was not satisfactory to you Both of the bike racks have been returned to our facility at no charge, and a full credit has been issued to your credit card

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] ***

Thanks for your recent order from us A credit was previously issued for $on 5-9-

Complaint: ***
I am rejecting this response because:
I gave several options for resolution, without anyone really listening to meI
appreciate *** reaching out to resolve, but at that point I had already returned the productIt was received on the 18th and I still have not received any creditI never even opened the box when I received itIt's now the 24thI want to move onI have spent hours of time on this situation and would like to move on, but you're not making it easyNot to mention I get absolutely nothing out of this whole experiencePretty sure you pay someone to keep your product information current, glad I could do the job for them, for free
Sincerely,
*** ***

Thanks for your recent order from etrailer.com I'm sorry we did not respond to your emails as quickly as you had hoped We determined it would be best to fully replace the product as you know The replacement has already shipped under tracking number ***

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

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

Thanks for your recent order from us I'm sorry to hear you were having trouble getting a snug fit on your vehicle It looks like we've left a couple voice mails from our technical service team as well as a team lead attempting to resolve your situation It looks like you responded
via email you were not in a position to return our calls We certainly understand and will send you return information in a separate email

Thanks for your recent order from etrailer.com. The part purchased for a Jeep Grand Cherokke with factory tow package is a correct part to get a permanent way flat connector added to the vehicle.
http://***/Jeep/Grand+Cherokee/2013/118384.html?vehicleid=20131173536 If you look at the images, Figure and Figure show how the harness plug inline with the way connector already on the vehicle. If our customer is not happy with the product, please return the unused item for a full product credit