Etrailer.com

Thanks for your order from us.  I'm sorry we couldn't provide the product in the timeline you required.  Per our phone conversation and email correspondence we have cancelled your order and your card has not been charged.

[redacted], Thanks for your recent order from us.  You called us on 12-23 at 10:36am.  We agreed to credit the $46.32 back to your credit card.  A credit was processed to your card 11 minutes later on 12-23 at 10:47am.  Additionally we sent you an email confirming the credit 3...

minutes later on 12-23 at 10:50am confirming the credit.  follow up email we sent 14 minutes after the call confirming the credit:  [redacted],  Thank you for speaking with me a few minutes ago.  We will have you card credited back $46.32 for the one day shipping.   If you have any further questions please contact me.  Thank you,   [redacted].

Initial Business Response /* (1000, 12, 2015/08/18) */
We resolved the issue with the customer and credited an additional $17.39 on 8-9-15

A credit for the returned product was issued.  I apologize for the delay in the credit.

Thanks for your recent order from etrailer.com.  I'm sorry to hear you received a product that was not satisfactory to you.  We've reshipped a replacement trailer hitch to you and a pre-paid label to return the one you were not satisfied with.

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

recived in was wet and damaged so I don't have the original packaging to return it in. Also [redacted] said he would only split shipping if I purchased another hitch which I needed a hitch at that time and purchased one local instead because it took [redacted] three days to get back with me after talking with [redacted] They can send me a box to return it in and cover all shipping costs as there website is not mobile device friendly and load the vehicle as described.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The company clearly failed to take ownership of the second defective rack. IF indeed the second rack was opened, inspected and packed to assure of it arriving in a secure manner, it verifiably arrived in worse condition than the first one. There is clearly a business ethic issue present. I asked the company rep ([redacted]) if they could perform the task of opening it and inspecting prior to shipping the second rack out and I was told that was not possible. Paying the returned postage on the both defective racks and crediting my credit card is the standard practice when a product has been sold that failed to meet the standard upon receipt. Without a doubt, shifting the responsibility to a customer and trying to give the appearance of “going the extra mile” to others is an epic fail. Your reputation precedes you online and here on the Revdex.com. The common complaint is damaged goods being delivered and poor customer service.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
It is up to Air Lite to and Etrailer to give a better response to there rebates. The ad to sell this item don't say  you have to buy the board compressor it just shows a rebate of $100.00. They give the buyer the impression that they will receive the rebate buy just buying the air lift system. I will satisfied if they redo the add to show the buyer has to buy the board compressor to get this rebate.   
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/14) */
A credit was already issued on 6-30-15 for $50.76.

Thanks for your recent order from etrailer.com.  I apologize for the delay in receiving your order.  Your order was expedited through our warehouse and shipped right away.  It appears UPS misrouted your package which may have caused the delay.  I've had a credit of $16.02 for the...

shipping charges applied to your credit card.  We hope you enjoy using your new trailer hitch.

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 in. Thanks!

Complaint: [redacted]
I am rejecting...

this response, in part, because:While the response from etrailer.com is factual and they did in fact finally replaced the product including UPS shipping costs, they did not reimburse me for the expenses I incurred for removing and reinstalling the replacement product. I believe I should have been compensated for secondary installation expenses incurred due to a defective product that was sold to me and was no fault of mine.
Sincerely,
[redacted]

Hi [redacted],  With the vehicle harness purchased and your trailer harness connecting, there are variances in trailer wiring length and where the harness reaches on the vehicle.  We would be happy to send you the additional extension at no charge.

Initial Business Response /* (1000, 17, 2015/05/21) */
On case XXXXXXX we issued another credit of $12 to satisfy the customer. Sorry for the delay. It would not let me respond online.


[redacted]
**@etrailer.com
(XXX) XXX-XXXX

Good afternoon,  Thanks for your recent order from us.  Without our knowledge, the manufacturer decided to no longer offer the frame you selected.  Thanks for giving us the opportunity to switch you to an alternate available.  When this happened, we made a mistake, cancelled the...

order and voided the authorization on the card.  We should have updated the order to the alternate part.  We made a mistake and I apologize.  The person updating your order didn’t realize you used a visa gift card and discarded it.  On Thursday, we shipped your license frame to you at no charge.

Thanks for your recent order from us.  When an order is placed, we authorize, but do not charge the card.  The authorization has been cancelled and removed as a pending transaction.  Credit Card Full Authorization Reversal 232.44 USD

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 had. I 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 order. Then it took entirely too long to refund my money, when it took you 15 min to take my $1300 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 business. When the problem began and I called to complain which was about 10:00 am and asked to speak to a manager, by 6:00 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 that. But as a Soldier I got a few ideas on leadership, and it is something that will take some time. I own two large trailers and have already purchased more than $200 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]

Thanks for you recent order from etrailer.com.  We contacted you on 4-7-17 by telephone and have not received a response.  If you are not satisfied with the product, please return the unused rack to etrialer.com using the pre-paid UPS label we send to you.  If you would like to keep...

the rack we will credit $35.00 to your account.  The credit will be posted on your account in the next 72 hours.

Thanks for your recent order from etrailer.com.  I'm sorry to hear about the challenges installing your trailer hitch.  On a 2003 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.

Thanks for your recent order from etrailer.com.  It appears we have already resolved this issue with our customer.  When the hitch is returned to etrailer.com, a full credit will be issued to your account.