Mishimoto Automotive

Your letter regarding ID [redacted] was received on 5/16/ Below is our response to the comments from our customer, [redacted] On Thursday 11/26/2015, Our customer, [redacted] , purchased model number MMRAD­ CHASB-7022X on order number This product was received correctly by the customer on 12/14/2015; seven days after the item was shipped Our customer contacted Mishimoto on 1/6/to state that he has the incorrect radiator Afterwards, the customer worked with Mishimoto to return theitem back to Mishimoto As a courtesy, Mishimoto waived all restocking fees on the returned itemMishimoto received the item back from the customer on 2/29/and the customer was notified that additional shipping costs were needed to be paid on 3/14/A replacement order was created on 4/6/2016.The replacement order arrived at the customer's location on 4/12/The customer and Mishimoto exchanged emails relating to fitment from 4/14/2016-5/4/After reviewing the customer's measurements and our drawings, we had determined that a replacement would pose the same problems for the customerWe offered to provide the customer full refund if he would like to return the item on 5/10/2016.This is when the customer filed a claim with the Revdex.comThe Customer Service Manager, Patrick Muschamp, contacted the customer via phone and email on Wednesday, 5/18/At that time, the customer confirmed he modified the radiator himself to have the item fit his Dodge Challenger.Please feel free to contact me directly at [email protected], or by calling and pressing #for Customer Service

Our customer originally purchased model number MMHOSE-FIST-16IHBK, the black 2016+ Ford Fiesta ST Intake Hose Kit on 5/21/This item was on “pre-sale”, meaning it was not available for shipping until a later dateThis item arrived into our warehouse and shipped to the customer on 8/9/The
customer experienced an issue with the product causing a check engine light (CEL) and contacted us about it via online forums for his particular vehicleAt that time, our Production team began researching what had caused the problem, and how to fix itUnfortunately, this is not something we experienced during our testing so developing a solution may have taken a bit longer than anticipated Our team narrowed the problem down to a fitting size being off by 0.2mmReplacement fittings were created and shipped to out warehouse. When the solution was delivered, our company experienced a receiving error. This was received into our warehouse on 1/9/2017, the same day we re-opened after moving into a new facility and being closed since 12/(to allow for the move and for the holidays)The replacement fittings were misplaced and found weeks laterAt this time, the customer has received a replacement and has not experience additional problems From my understanding, the customer was upset about the delays experienced with receiving a replacement fittingThe customer has my direct contact information in case anything else should happenWe apologized for any issues he may have experienced in the past and we hope that any others affected by this issue contacts us directly for a solutionNot all customers are having this problem, however, we are ready for any additional customers who may experience it

Our customer, *** ***, reached out Mishimoto on 2/21/ The customer had purchased an aluminum radiator for the Honda CRF450R on 1/29/for a total of $plus $for shipping. The order number for this is 145004828/107973. This order was shipped out on
1/30/and was delivered on 1/31/All shipments going to Canada must have a valueThere are customs documentation and possible fees based on the value of the items being shipped. Unfortunately, it appears as if the incorrect value was placed on the order when leaving the Mishimoto warehouse If this does happen, the customer will call Mishimoto prior to accepting the shipment. UPS will ask for payment prior to delivery as well. Contacting Mishimoto’s Customer Service prior to delivery will allow us to send in an updated invoice. UPS will allow for the shipper to send an invoice to reevaluate the value of the product, unless the item has been delivered and accepted by the purchaser. Once delivery is accepted, the shipper, Mishimoto, cannot alter the value of the product per UPS’s International shipping policiesSince the shipment was delivered on 1/31, and the customer did not contact Mishimoto until 2/21, we were unable to assist with the customer’s request to send in an updated invoice to UPSIt appears as if UPS is billing the customer for the unpaid taxes, customs, and brokerage fees nowWe have spoken with numerous representatives at UPS about this, including our main Account Representative with no luck Since the billing from UPS Customs had been processed, they mention they are not able to change itMishimoto had UPS agree to refund the customer once the current invoice was paid for and completed In this scenario, the customer would need to pay for the customs fees, then receive a refund for the difference. Both UPS and the customer have the correct invoice to complete this when ready.Unfortunately, Mishimoto is not able to cover the $customs fees that the customer is seeing at this timeHowever, Mishimoto is willing to cancel out the shipment entirely and refund the customer in full as a courtesy. We encourage the customer to reach back out to Mishimoto’s Customer Service if a refund for the original order is something that will help this situation

From our understanding, the vendor has provided a full refund to the customer at this timeWe are checking in with the customer today about this to confirm again.Calibri", sans-serif'>
Please feel free to contact me if you have any additional questions
Thanks,*** *** *** *** ***

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.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I had the replacement part installed YESTERDAY (2/13/17) so once again Mishimoto is not not being honest even with the Revdex.com. The have no way of knowing when it was installed or whether it has resolved the problem as they have not asked me?  The problem re-occurs after resetting the Check Engine Light about 75-100 miles later. So at this point I DO NOT know if the problem is corrected, how can they? This has been a continuing problem with this company with myself and many others customers also waiting on repairs.  As in the response to this complaint it seems they will say anything without regard to the truth.  They were aware via a third party in September of 2016 that the fittings they supplied were undersized and caused the problems. Yet they continued to sell products using these incorrect fitting without regard to the customers having to deal with this defective product, just a devotion to sales revenue. Then we have the warehouse fiasco. Parts customer were waiting on for months shipped all over the country rather than to the customers, only to be "lost". It would have been as simple as an email and my response once it was installed to see if my problem was corrected rather than to claim it was. Please keep this complaint active until we are sure it is corrected.

Hello, This customer [redacted] ordered a MMRAD-E46-323 from a vendor.  This vendor has shipped out MMRAD-E46-99 to the customer.  While working with Nick, we learned that the vendor and the customer are friends. We asked for the customer to work with the vendor on receiving a...

replacement as the vendor shipped the incorrect part.  The error did not appear to be caused by Mishimoto. The customer became upset and filed this Revdex.com claim. We are settling this on behalf of the vendor.  The customer is sending back the incorrect radiator and Mishimoto will be shipping out a replacement  Thanks,[redacted]Mishimoto Customer Service Manager

Your letter regarding ID [redacted] was received on 5/16/2016.  Below is our response to the comments from our customer, [redacted]On Thursday 11/26/2015, Our customer, [redacted], purchased model number MMRAD­ CHASB-7022X on order number 72254. This product was received correctly by the...

customer on 12/14/2015; seven days after the item was shipped.  Our customer contacted Mishimoto on 1/6/2016 to state that he has the incorrect radiator.  Afterwards, the customer worked with Mishimoto to return theitem back to Mishimoto.  As a courtesy, Mishimoto waived all restocking fees on the returned item. Mishimoto received the item back from the customer on 2/29/2016 and the customer was notified that additional shipping costs were needed to be paid on 3/14/2016. A replacement order was created on 4/6/2016.The replacement order arrived at the customer's location on 4/12/2016. The customer and Mishimoto exchanged emails relating to fitment from 4/14/2016-5/4/2016. After reviewing the customer's measurements and our drawings, we had determined that a replacement would pose the same problems for the customer. We offered to provide the customer full refund if he would like to return the item on 5/10/2016.This is when the customer filed a claim with the Revdex.com. The Customer Service Manager, Patrick Muschamp, contacted the customer via phone and email on Wednesday, 5/18/2016. At that time, the customer confirmed he modified the radiator himself to have the item fit his 1972 Dodge Challenger.Please feel free to contact me directly at [email protected], or by calling 302.762.4501 and pressing #2 for Customer Service.

Hello [redacted] We apologize for any inconvenience regarding the warranty process and the product issues you experienced.  Our limited lifetime warranty will provide a replacement product to the original owner if the failure is the direct result of a manufacturer’s defect. While we rarely see...

issues with our radiator for the 2000-2005 Toyota Celica, we were willing to provide a replacement to you as promised by our limited lifetime warranty.  We ask that you please keep in mind that the funds for this product were not directly paid to Mishimoto, but to a vendor by the name of JSC Speed. Your original email confirms that the item was purchased and installed in December 2015.  The first warranty unit we have in our system is dated 12/2016, and the second warranty unit we provided was shipped out late 1/2018.  To state the units lasted only “3 months” is untrue. We provide a complete breakdown of what the warranty does and does not cover on the same web page that was used to submit your warranty claims.  Additionally, we ask that you agree to the warranty guidelines when submitting a warranty claim.  I regret to confirm that a direct refund for the product is not a viable option when going through the warranty.  Labor and additional shop charges that are associated with installation and removal of our products are currently not supported by our limited lifetime warranty policy. After further review, we provided a refund for all shipping costs paid to Mishimoto as a courtesy, however, we were unable to provide a refund for the amount which you had paid to JSC Speed back in 12/2015. Additionally, we personally contacted JSC Speed through phone, email, and social media in efforts to help with a refund request.  Unfortunately, JSC Speed was unreachable and their website appears to have been taken down.  Lastly, the most recent claim you had completed with Mishimoto was honored and a free replacement was shipped out and delivered on late 1/2018. It appears as if your complaint perpetuates the idea that we are not upholding the limited lifetime warranty we provide with all our products.  We have refunded the shipping payment from the first claim that was paid to us and a free replacement was shipped out with your most recent claim.  From everything we are showing here, this warranty claim was closed out late 1/2018 and we are surprised that a Revdex.com complaint was filed almost 3 months later.  Of course, you are more than welcome to contact us directly or give us a call during normal business hours if you would like to continue this conversation.

Our customer [redacted] contacted Mishimoto on 12/15 in regards to a warranty via phone.  James provided an email address of [redacted]. After the call, our team sent an email at 3:28PM EST. Unfortunately, this address was proven to be incorrect and rejected by his email server two days...

later. We attempted to follow up again on 12/19 at 4:20pm EST, only to be rejected 2 days later again by the email server for an incorrect email address.  The customer called in and spoke with another CSR on 12/29. this CSR received a new email address [email protected].  An email was sent out after the call at 4:30pm EST.  From there, the Mishimoto Customer Service team sent follow ups asking for the same information on 1/3/17, 1/12, and 1/18. All were sent without a response from the customer, nor a rejection notice from the server. The email string picked back up on 2/10 when the customer called in again looking for an update. After the phone call, we immediately emailed with a blank warranty claim form on 2/10 at 12:40pm EST. We are not showing any response from the customer in the email string.  The customer emailed on 2/17 from the email address a[redacted] My Warranty representative has called the customer, however, the customer did not answer. A message was left and we plan on calling the customer back again later this afternoon.  As soon as we are able to get a hold of the customer, we will be able to wrap up the warranty claim quickly and have a replacement shipped out.  We personally feel that there was a disconnect with the emails and we ask our customer to respond via email with required information in order to proceed with a warranty claim.

From our understanding, the vendor has provided a full refund to the customer at this time. We are checking in with the customer today about this to confirm again.
 
Please feel free to contact me if you have any additional questions.
 
Thanks,[redacted]...

[redacted]

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. 
 
Regards,
 
[redacted]

Hello, Thank you for the review and we are sorry to hear that you are having an issue with the MMRAD-WRA-07 product for your 2008 Jeep Wrangler. I can understand your complaints about the radiator leaking and I am sorry for any inconvenience regarding this.  As you may know, we have a...

lifetime warranty against manufacturer's defects.  From our research, we are seeing a select amount of customer with this vehicles experiencing consistent problems.  We have determined that there is a fair amount fo flex in the chassis upfront in these vehicles which is causing the problems you are experiencing. Not all Jeep Wrangler customers are seeing this, however our Production team has been looking into this product in order to improve upon it. While come may not consider chassis flex as a manufacturer's defect, we are willing to replace the product as needed. I regret to mention that the current Mishimoto lifetime warranty cannot support refunds at this time.  Additionally, we do not show that the radiator was originally purchased from Mishimoto, so a direct refund from Mishimoto is unfortunately not an option at this time.  To confirm, We ask for all customers to agree to our Warranty terms and conditions prior to submitting a claim to our Warranty department. https://www.mishimoto.com/lifetime-warranty/ We are showing that a free replacement unit was shipped out on 6/14/2017 (UPS tracking number [redacted]) for this customer. We would normally ask for a shipping payment, however, this was waived as a courtesy to the customer.  We expect to see this shipment delivered on or about 6/21.  Please feel free to respond back with any questions that you may have and we will be happy to help. I appreciate the time you have taken to review this message.

Your letter regarding ID [redacted] was received on 5/16/2016.  Below is our response to the comments from our customer, [redacted]On Thursday 11/26/2015, Our customer, [redacted], purchased model number MMRAD­ CHASB-7022X on order number 72254. This product was received...

correctly by the customer on 12/14/2015; seven days after the item was shipped.  Our customer contacted Mishimoto on 1/6/2016 to state that he has the incorrect radiator.  Afterwards, the customer worked with Mishimoto to return theitem back to Mishimoto.  As a courtesy, Mishimoto waived all restocking fees on the returned item. Mishimoto received the item back from the customer on 2/29/2016 and the customer was notified that additional shipping costs were needed to be paid on 3/14/2016. A replacement order was created on 4/6/2016.The replacement order arrived at the customer's location on 4/12/2016. The customer and Mishimoto exchanged emails relating to fitment from 4/14/2016-5/4/2016. After reviewing the customer's measurements and our drawings, we had determined that a replacement would pose the same problems for the customer. We offered to provide the customer full refund if he would like to return the item on 5/10/2016.This is when the customer filed a claim with the Revdex.com. The Customer Service Manager, Patrick Muschamp, contacted the customer via phone and email on Wednesday, 5/18/2016. At that time, the customer confirmed he modified the radiator himself to have the item fit his 1972 Dodge Challenger.Please feel free to contact me directly at [email protected], or by calling 302.762.4501 and pressing #2 for Customer Service.

Review: Mishimoto is not honoring their lifetime warranty on a radiator I purchased last year. I have been going back and forth with them through email, and they keep telling me to wait. Well, it's been 6 months and I'm done waiting. They refuse to honor their warranty and I want my money back or a new, non-defective radiator.Desired Settlement: I either want my money back or a new, non-defective radiator.