Etrailer.com

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 5 to install the hitch or completely removed.

Thank you for your recent order with us.  It appears we have worked to a solution already.  I'm sorry for the confusion on your order.

Thanks for your recent order from etrailer.  I’m sorry about the concerns you have with us.  I will post a credit request to the account, if we can consider this issue resolved.  In addition, we have asked the manufacturer to send additional replacement parts as a courtesy.  To...

address the concerns Mr [redacted] has: He ordered Sunday at 9PM. The order shipped Monday (same day shipping), Tuesday arrival if ordered (1 day shipping), Wednesday arrival if ordered (2 day shipping) and Thursday arrival if ordered (3 day shipping).  The order arrived as scheduled with no delays.  2.  The parts in question are being replaced as a courtesy in addition to a credit.  3.  Mr [redacted]’s review has been posted on our site.

Thanks for your recent order from etrailer.com.  I apologize if there was any confusion.  We determined the harness may be defective via your phone conversation with us.  We agreed to send an advance replacement and a pre-paid UPS label to return the defective unit to us.  The...

replacement harness has already shipped to you at no charge. [redacted]  is the tracking number.

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.

Complaint: [redacted]
I am rejecting this response because:I was...

told that I would have to pay shipping. I would also be subjected to a 20% restocking fee. What I actually want is a good product. I would like a receiver hitch that works without me having to throw away the bumper support behind the plastic bumper. I believe it's a really big safety issue as I have rear facing seats and my kids are back there. Is it that hard to redesign the hitch to go around the aluminum bumper so my kids are still protected?
Sincerely,
[redacted]

Thanks for your recent order from us.  A credit was previously issued for $13.44 on 5-9-17

A credit was issued for $48.60

Thanks for your recent order from etrailer.com.  The part you ordered is a replacement part for an existing bike rack.  The images of the product show what will be received.  We also note in the description that the additional screw, if needed, is sold separately.  We also list...

the screw as a related item on the product page.  I've attached an image of our page for clarity.

Mr. [redacted],  Thanks for your recent order from us.  I do apologize for the confusion on your order.  When your order was initially placed, the parts were not available for immediate shipment.  We sent the order to the manufacturer to ship directly to you.  They informed us...

they were out of stock as well, and there would be a 30 day build time.  When we let you know on 9-14, you contacted us on 9-18 and were going to let us know how to proceed with the order.  In the meantime, we ordered the parts (and extras) into our facility to have on hand.  When you contacted us again about the status, we flagged the order to ship from the manufacturer instead of from our in stock inventory.  This is why our website shows the parts were in stock.  When we released the order, we accidently left the flag to ship from the manufacturer which has a 30 day build time on the part.  It looks like your corrected order was placed on 10-25 at 6:30pm and it shipped the same day at 8:56pm from our in stock inventory.  Again, we apologize.  This service is not typical, and we’ve reviewed your situation with everyone involved to prevent this from happening in the future.

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 etrailer.com.  I'm sorry to hear the wrong part was ordered.  As a courtesy to you we sent you a pre-paid ups label and agreed to give you a full credit when the item is returned and not deduct any shipping charges.  The prepaid UPS label will allow...

you to give it to any UPS driver.  They will take the package when they drop off other packages, at work or home.  You can also dropoff at an approved UPS store.  The UPS store it about 6 miles from your home.The UPS Store®THE UPS STORE[redacted]

Complaint: [redacted]
I am rejecting this response because: etrailer has not yet received the return item and has not yet refunding anything.  I still do not know how they really will treat this. Also, I never stated that there is nothing wrong with the dolly.  In my mind, if it was unusable for me, this HAS to the the case for many others. 
Sincerely,
[redacted]

Thanks for your recent order from etrailer.com.  UPS delivers 2 day shipments Monday through Friday.  Your order shipped Thursday, Friday would be next day delivery, and Monday is 2 day delivery.  We've credited $16.92 back to your account as a courtesy.

Thank you for your recent order from etrailer.  I’m sorry to hear the product you ordered was out of stock and under a backorder status from Kuat.  Per our phone conversation, I understand the options we provided, wait for rack to come in stock,  same rack different color, different...

racks (with some more expensive, some less but not a fit for your needs) were not the best solutions for you so you cancelled your order with us.  I really appreciated our conversation today.  I’m glad to hear you were able to find the exact rack you were looking for to meet your timeline.

The technical/sales representatives for etrailer are clearly not listening to what I have told them via email and telephone. They simple repeat what is written in the product instructions.  This product will not fit a 2017 Honda HRV with or without modifications to the underbody panel.Attached photograph 1 (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 2 (Modified underbody shield) – the underbody panel was modified exactly to the product instructions.I now have:1. Bent mounting pins 2.  A hole in the underbody panel3. A 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 2017 Honda HRV.https://w[redacted]/dp/B0199DBIOA/ref=sr_1_1?ie=UTF8&qid=1492099507&...⇄ click on the link and enter the vehicle information. I would like for etrailer to have the hitch shipped back to them at their expense, “as is” with the noted and photographed scratch. I would also like to have them pay to have my vehicle mounting pins repaired and a new underbody shield installed by my Honda dealer.

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. That being said I must add that any order that takes 55 days to be delivered without a plausible explanation is a sad reflection on etrailers customer service staff. Also of note is that in many states the taking of ones money without having product to ship is fraudulent and unethical !
Sincerely,
[redacted]

Thanks for your recent order from etrailer.com.  We have worked with Ms. [redacted] and with Ms. [redacted] and the manufacturer on her concern.  Ms. [redacted] let the manufacturer know there is no defect with the item, she is just not capable of using.  We've agreed to accept the used item back...

as a return.

Initial Business Response /* (1000, 11, 2016/02/02) */
Thanks for your recent order. Bike racks are designed to fit with the bikes together under tight tolerances. This keeps the bikes and the rack as close to the vehicle as possible. We would recommend loading the largest/heaviest bike on first...

and putting smaller/lighter bikes further away from the vehicles. This makes for a safer transport of bikes. Alternating the handlebars from driver to passenger side also eases the loading of bikes. If you would like to exchange the rack, we can send further information to have the product exchanged.

In our initial response to the Revdex.com we agreed to take the product back, pay for the outbound and return shipping, and give a full product credit.  I apologize if we were not completely clear.  In regards to your new request to engineer, design and build a special hitch for you, that would be outside of our capabilities.  We do not engineer, design or manufacturer the hitch you purchased.  We are a retailer not the manufacturer of this product.  We are happy to give you a full credit when the hitch is returned using the pre-paid UPS label that has been sent to you.