Etrailer.com

Initial Business Response /* (1000, 9, 2016/03/02) */
Thanks for your inquiry. I apologize if there was product confusion. We attempt to take as much detailed photography on the product so the consumer understands what they are getting. Hidden Hitch is a brand name of the manufacturer. We have...

resolved Mr. [redacted]'s to a satisfactory conclusion for him.

Initial Business Response /* (1000, 11, 2015/05/29) */
Sorry for the delay in response. It looks like we were not notified of an updated address until after the replacement cover had already re-shipped to the customer. If they have the cover, or when they get access to it, they can return it to...

us for a full credit.
Link for prepaid label. I will waive the $11.09 return fee.
http://www.etrailer.com/rts/XX-XXXXXX-XXX-C
Initial Consumer Rebuttal /* (3000, 13, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We will not accept this response as they did have the updated address prior to shipping the replacement. It was included with the damaged cover we returned (inside in big bold writing) as well as being written all over the parcel!!!!

We've previously come to a resolution with Mr. [redacted].  We believe this matter is resolved.

Initial Business Response /* (1000, 7, 2015/06/08) */
Thanks for your recent order from etrailer.com. Our customer has a very unique trailer which is an Underslung trailer. Our customer has returned the used part and reordered the correct item. We have credited the additional $120.

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. [redacted]'s needs. A 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.

Thanks for your recent order from us.  It looks like you accidentally ordered the incorrect harness for your vehicle when ordering online.  The harness you ordered was not listed as a fit for your vehicle.  The second order that was placed over the phone, it appears you indicated you...

had the tow package when it was not installed on your vehicle.  We credited $21.89 less $10.80 for the return shipping on the original order.  On the second order we credited $15.98 for the full amount of the product.  We will credit the additional $10.80 so we can resolve this concern with you.

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]

Initial Business Response /* (1000, 11, 2016/01/15) */
Upon review of the product images from the customer it appears the product was likely either overtightened, or even more likely not tightened down enough. Under tightened nuts on bolts can cause the nuts to begin backing off, which then causes...

wheel wobble eventually causing bolts to shear off.
We would be happy to refund the price of the part in question with no further requirement from our customer ($75.95). If they would like the product to be reviewed by the manufacturer, I can arrange for the product to be picked up and sent to them for review. Claims for mileage/travel hours/ or hotel reimbursements generally are not covered by us or the manufacturer.
[redacted]
**@etrailer.com
(XXX) XXX-XXXX

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 9-14 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 9-27 to confirm you received the credit due.

We will post a credit to your credit card for $11.41, the difference between Standard and 3 day shipping. - Ground ($11.88)  - 3 Day Shipping ($23.29

Thanks for your inquiry.  We have resolved the issue with Mr. [redacted].

Thanks for your recent order from etrailer.com.  I apologize if you had issues getting your hitch installed on your vehicle.  We offered tips for getting the trailer hitch installed.  If those tips were unsuccessful, we offered to replace the hitch at no charge. If the trailer hitch...

is still not right in your opinion, we will send a pre-paid ups label in a separate email to have the product replaced.  I will have the UPS label sent to your email with instructions for having it replaced.

Initial Business Response /* (1000, 7, 2016/02/02) */
Thanks for your order from etrailer. I'm sorry to hear this rack is not working for your particular application. Our website tries to be as detailed as possible so people can review the information we provide and make the best purchasing...

decision to meet their needs. We provided over 25 unique photographs of the carrier to allow for the best purchasing decision. We would not recommend cutting/drilling/welding or modification of the carrier. We would be happy to credit $50.

I'm sorry to hear you did not like the way the cambuckle straps functioned.  We will credit $18.99 as a courtesy.

Initial Business Response /* (1000, 7, 2015/06/24) */
Thanks for your recent order from etrailer.com. It looks like the order was placed with an incorrect address. The product was returned to sender and a credit was issued to the customer.

Thanks for your recent order from etrailer.com.  I'm terribly sorry to hear you were not satisfied with the service you received from us.  We will review your situation internally to see if there is something we can do do improve future customers experiences. It looks like the manufacturer...

replaced the part in question that we were trying to determine the issue with it.  We will have a $50.00 credit issued for the inconvenience.

I have resolved the issue with the business. Please close the complaint.

Thanks for your recent order from us.  I'm sorry to hear the carrier wanted to be returned.  We've sent you a UPS label to return the product.  When its returned, you will receive a credit less the shipping charges.

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]

Initial Business Response /* (1000, 7, 2015/07/14) */
A credit of $9.44 was issued when the product was returned to us on 6-29-15. I apologize, we were not aware you do not receive mail packages at the address provided.