Hurst Driveline Conversions

Review: Returned a paid for item that was shipped incorrectly. They refuse to refund $595 because they say some parts are missing.

I ordered, bought and paid for a $4,230 transmission conversion package. Everything I bought was ordered as HIGH PERFORMANCE. Everything was shipped as HIGH PERFORMANCE with the exception of one part which was shipped as STOCK. THEIR MISTAKE #1. The company required me to return the entire package of parts that were shipped in error, not just the wrong part. They would not ship the correct part until they received the package that was shipped in error. All parts of the wrong order were shipped back in their ENTIRETY IN THE ORIGINAL BOX. They have refused to refund my money by saying there are missing parts. On one phone call, a secretary asked for my invoice number to see if she could help. She told me that "that invoice number shows this purchase was in 2006"! I told her that the purchase was 5/9/13 and she interrupted and said "I know, something is screwy". THEIR MISTAKE #2 However, after two days of phone calls, one part suddenly appeared, THEIR MISTAKE #3 Then suddenly, another part appeared! THEIR MISTAKE #4 They admitted to me that someone opened the box and took those two parts to their machine shop to be cleaned up before I could be credited. Since this is the way that they run their business and keep track of their parts, how can they possibly tell me that all of the parts weren't there in the first place. Supposedly, all that they are missing is four small valves and a washer that could be anywhere in their shop since the box was opened and parts were removed before they were ready to log my credit. They are refusing to refund $595 and due to the sloppiness of their receiving department, I feel this could be a scam Hurst runs for extra profit. I've called my sales person many times. He will rarely return my calls. I have called the sales manager. He has only returned one call, was supposed to call me again after checking into it more and never did. I called the main number and asked for someone in management, was transferred, left a message with no return call. My concern is that they will dispose or do something with these parts that I have paid for before this can be resolved. I want my $595. Ordered and paid by Visa debit card on 5/9/2013. Sales rep [redacted]. Model [redacted] kit Invoice #XXXXXDesired Settlement: Refund of $595

Business

Response:

Business' Initial Response

To Whom It May Concern:

Please accept this response from Hurst Driveline Conversions regarding a complaint filed with your office by Mr. [redacted].

Mr. [redacted] purchased his kit from HDC on 5/9/13, and requested it ship to an automotive shop, [redacted] who was installing the transmission product for him. HDC shipped the kit on 5/10/13.

Mr. [redacted] called HDC on 5/29/13 to request a different hydraulic kit for his car. A replacement kit was shipped to him on 5/30/13 via UPS Next Day Air, shipping paid for by HDC.

Mr. [redacted] was informed that as soon as HDC received his initial hydraulic items back in good and resellable condition, he would be credited.

Please see attached invoice for outline of parts shipped, a total of 11 parts. To my knowledge, Mr. [redacted]' mechanic initiated the return of parts, in which 8 parts were MISSING from the hydraulic kit. 3 items were returned, PN# XXXXXHD, which was incomplete (see attached photos), PN# TXX-XXXU was complete (for which Mr. [redacted] received $125 credit for, see attached credit memo), and PN# [redacted] which was returned used, installed and scratched. Mr. [redacted] is correct when he states the bracket went "missing", upon my review of the return/parts, our technician took this item to our machine shop to see if it could be salvaged - it could not.

HDC does not offer returns, this is stated clearly at the bottom of our invoices. We offer exchanges only. HDC made an exception for Mr. [redacted] in good faith that he, or his mechanic, would return the unusable parts in good condition. I understand Mr. [redacted] is upset and frustrated, but his mechanic is the party who held these parts in disregard and returned them in unsellable condition. This is why his credit is denied, and he in fact WAS given partial credit of $125.00 for part of the hydraulic kit that WAS in resellable condition. If his mechanic would have returned ALL items to HDC in the original condition shipped, we may have been able to accommodate a full refund. This was not the case.

I was informed on 6/18/13 by HDC sales that Mr. [redacted] requested to return yet another item from his transmission kit purchase, the Blackjack shifter. Again, we do not offer refunds, only exchanges of parts, but I agreed to accommodate Mr. [redacted]' request and accept the shifter back as long as it was NOT installed and/or used. Mr. [redacted] was credited $295.00 for the shifter on 6/20/13.

HDC takes customer service seriously, has been in business for 9 years and has an above average rating with the Revdex.com. We have developed relationships with thousands of satisfied customers and car enthusiasts who take the time on public car forums to compliment our professionalism, integrity and service standards. I am sorry for Mr. [redacted]' experience with his return. When customers choose to have automotive shops perform these installations rather than perform the work themselves in their own garage, there is often miscommunication based on different levels of expertise and knowledge of cars, and the customer loses a certain amount of control over items that were purchased. HDC shipped all items requested to our customers' installation shop at the request of our customer, and if the items sold to the customer were not the items returned to HDC by his shop, unfortunately we cannot grant a credit to the customer. The customer needs to address this with his installation shop.

If you need to contact me further regarding this complaint, please feel free to do so. I performed the inspection of Mr. [redacted]' parts personally with our HDC technician. I can be reached at XXX-XXX-XXXX, x300. If you require copies of original invoices, credit memos and/or photos of all returned items, please contact me and I will be happy to email them.

General Manager

Hurst Driveline Conversions

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

HDC has yet to respond to all of THEIR mistakes that I itemized in my complaint. I did not "request" a "different" hydraulic kit for my car. What I did was order a HYDRAULIC kit to replace the STOCK kit that they shipped to me in THEIR error. I ordered everything to be high performance but they sent a stock kit instead. These parts had to be installed in the car in an order that the incorrect part was not discovered until some of the parts were already installed. HDC refused to replace what they sent in error until ALL of the parts were sent back to them. Some of these parts were not resellable due to having to be installed before discovering THEIR error of shipping the wrong part. It was not mine or my mechanic's fault that this was not resellable. If they would have sent the correct part to begin with it would never have had to be installed, removed and then sent back. It was not my idea to just change parts. This error also kept me from driving in the 2013 Hot Rod Power Tour that I had dreamed of doing and was planning on doing so.

For HDC to say they "made an exception" is insane. They sent me the wrong part.

If the box was opened and taken to the machine shop before [redacted] could log my credit or view the contents, how, someone tell me how, can [redacted] or anyone else possibly know the contents of the box until it was brought back to [redacted],

I understand that HDC is providing photos to support their claim. My question is, are they in the habit of photographing everything they receive? Also in one photo she points out that their are TWO of the same part! If I sent the kit back before I received the correct kit, how, again someone tell me how could I possibly have sent back two of the same part.

Concerning the fact that on 6/18/13 I requested to return "yet another item" from the transmission kit purchase is another MAJOR mistake on HDC sales. HDC sales rep originally told me on 5/9/13 that I would have to have an Offset Blackjack shifter. I trusted HDC sales rep that he was correct. Again, he was incorrect. He knew I was buying parts for a 1970 Chevelle but this part is strictly for, it's even stated on their invoice, earlier models of Chevelles. Naturally I expected to be credited $295 for the cost of the shifter that I did not need. [redacted] keeps stating that she is making exceptions for me. I DID NOT ask for a single item to be exchanged or refunded, other than the items that they shipped in error.

I spent two hours with my mechanic and his employer going through all of the boxes, all of his work area and all through his tool box. The parts just aren't there. My mechanic knows for a fact that they were in the box that was returned. Now, really, why would he want to keep them. What use is there for them without the rest of the parts. We have addressed that we have searched a very clean and orderly hot rod mechanic's shop and have not found the parts whereas HDC has admitted to losing a part before it could be credited, what else could they have lost?

I feel like HDC still owes me for the parts that they have in their possession.

You can reach me at XXX-XXX-XXXX. I will be glad to speak to anyone.

Thank you,

Business' Final Response

Customer credited $470.00 on 7/22/13. Check sent via UPS Next Day Air on 7/22/13.