Onyx

Review: on November 13, 2014 I contacted CARID an online Auto Parts and Wheel/Tire Specialist company in NJ. I spoke to [redacted] who is a wheel and tire specialist for the company. I gave him the year,make and model of my truck and he picked out a wheel and tire package that was guaranteed to fit my truck order # [redacted]. [redacted] sent me the invoice order and total via email for which I purchased and gave him the credit card information. I received the wheels and tires mounted/balanced as a complete set on 12/05/2014. The invoice & receipt and the packaging on each separately wrapped wheel/tire that I received were labeled the same; Mayhem - Warrior Matte Black (20" x 9", 8x170 Bolt Pattern, 130.8mm Hub, 0 offset).

I was involved in an accident the beginning of march 2015.

On March 6, 2015 I contacted CARID and spoke to the wheel specialist department, [redacted]. I explained to him that I had a prior order of 4 wheels/tire package from 11/2014 and I needed to order an identical wheel/tire package to match exactly my prior order since it was damaged in an accident. I emailed him a few times on March 6th to reconfirm that I need an identical wheel, tire, sensor, balanced and nitro filled. He responded that he has put together the order and it is "exactly like the previous order and includes everything."

I placed the order #[redacted] and received my receipt and order details via email. Everything stated it was the same wheel package as the original order from November 2014. I received the new wheel on April 7th 2015. The wheel/tires was package and the packaging information and label confirmed the same information as my receipt & order details were identical to the existing order received in 2014. I brought the tire to the Auto body shop where the car was waiting for the wheel/tire from the accident and it was placed on the vehicle. Having handeling issues I discovered that the wheel had different offset....Desired Settlement: I want a new wheel/tire that is identical match to the previous wheel package that was purchased back in November 2014. CARID customer service said that even though they made an error in the order and shipped the wrong offset that it is my responsibility to catch any of their mistakes before putting the wheel on the truck. I am NOT a "wheel specialist" and therefore can only verify that the labeled product received matches the invoice and receipt of what I purchased. Unless you are a "wheel specialist" you would not know what the offset was unless you knew where to look. After they told me to look on the back of each wheel I can see that it was different. They refuse to exchange the wheel and tire package even though it is there fault and mislabeled. I sent them pictures of the wheels and they could not tell a difference until they told me to look on the back. They will not exchange for the correct wheel I ordered and paid for and want to charge me again. I am out $831.01

Business

Response:

[redacted],We have explained to the client why we denied the return. She has confirmed installing and using the item, not to mention we notify the client of the disclosure on wheels orders. We can however offer $70.00 due to the inconvenience. I apologize for any misunderstanding this may have caused.[redacted]Consumer Relations Mgr. [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have added a complete file on the case which includes complete summary of complaint, documents, pictures, amounts and exhibits. I have also changed the amount of total claim due of $3,232.78 Please review the attached file and proceed with investigation of this merchant.I have also included hundreds of outstanding complaints that have not been resolved by this merchant. This is obviously a problem merchant with a problem, past history.

Regards,

Business

Response:

[redacted],This item is used and non returnable. Decision still stands. If there are other concerns, please contact us directly to resolve. [redacted]Consumer Relations Mgr.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: This falls under the law of "warranty of merchantability for a specific purpose." Under the law the purchaser is protected under the theory that the purchaser was not knowledgeable about the product and relied on the knowledge of the "wheel experts" at CarID in making the purchase. Merchantability - "An implied warranty of merchantability is an unwritten and unspoken guarantee to the buyer that goods purchased conform to the ordinary standards of care and that they are of the same average grade, quality, and value as similar goods sold under similar circumstances. Fitness for Particular Purpose - Uniform Commercial Code 2-315 - "Where the seller at the time of contracting has reason to know any particular purpose for which the goods are required and that the buyer is relying on the seller's skill or judgment to select or furnish the suitable goods.In this situation the purchaser is protected from errors on the part of the seller and despite policy of the seller the purchaser is protected and should be reimbursed for the error or have the product exchanged for the correct product.

Regards,

Business

Response:

[redacted],I need to confirm was this item installed and used at any point? I called and left a voice mail on 5/5 at 3:31pm. [redacted]Consumer Relations Mgr.[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I received custom order that was ordered correctly but labeled wrong and shipped wrong from CARID warehouse. They would not accept order back when I initially contacted them. I need the right wheel for what I paid for and ordered.

Regards,

Business

Response:

[redacted],This is not cost effective for anyone. I ask for intervention from the Revdex.com.The item was installed and used. I don't have any other response. [redacted]Consumer Relations Mgr.[redacted]

Review: I received the wrong order. I attempted to buy a black mesh grill for a 2011 Chevy Camaro, and instead received a chrome mesh grill for a 2009-2010 Nissan. I initially sent an email request for a complete refund on 6/1/15, receiving an email response back regarding "exchanging" the product. I have called several times in order to receive a return shipment label to send the incorrect product back and receive a refund, but keep getting excuses every time I call about why I have not received it. Furthermore, the last three times I have called in the past week and a half they have insisted I would receive the shipping label within 24 hours. I still haven't received it. I have sent them all the requested information regarding my order and pictures of the incorrect product I received.Desired Settlement: I need a return shipment label in order to return the incorrect product. Thereafter, I would like a full refund of my order,

Business

Response:

Per UPS tracking [redacted] the return item was received on 6/18 at the manufacturer. We have refunded him in full $209.15 on 6/19.Please advise if you need anything further.

Consumer

Response:

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,

Review: Ordered a set of wheels for an 2007 F150 on Dec. 28, 2014. The funds were immediately remove from my account. A day later I was informed that the wheels would need to be manufactured and wouldn't be available for shipment until Feb. 27, 2015. Which I agreed to.

Feb 28 I requested an update. They then informed me it would be March 17 before they would ship at which time I requested to cancel the order. They denied my request. On March 18 2015 I requested another up date. Now they are scheduled to ship on March 27 2015.Desired Settlement: Refund full amount. $1001.92

Business

Response:

[redacted]This is a custom wheels order that can not be cancelled and the customer was informed properly. The wheels are not not in stock and our website states availability may vary. I sincerely apologize for the delay, however we are informing the customer upon notice from the manufacturer. Alane may contact me if they prefer via email at [redacted] or call my private line ###-###-####. ###-###-####

Consumer

Response:

I am rejecting this response because:If the wheels were a custom order I would NOT be able to purchase them else where. Especially at a cheaper rate. I've had custom wheels made before from Centerline and it didn't take this long. 2 other vendors state they could ship the exact same wheel the next day. Yet I wait. Mean while they wasted no time withdrawing all the funds. I accepted your wait time when I ordered the wheels but now it is getting out of hand. Please refund my money.

Business

Response:

[redacted]we are expecting this item to be shipped tomorrow and certainly do apologize for the delay in production. However, wheels order can not be cancelled once it is submitted to the manufacturer. I expect to have tracking details provided to the customer once it becomes available.

Review: I ordered a set of [redacted] driving lights for my 2008 [redacted] Altima Coupe. When the lights arrived I took the car to a shop that specailizes in installation of the lights. After several hours of installation was discovered that a wiring harness was missing one that was essential to the lights being able to function. I emailed the company and they tell me that they are out of the wiring harness I have repeately asked for the harness, but no success I was told that they were out of the harness and didnt know anything about getting another one. I asked about a refund and money that I had spent for the installer which adds up to $200.00 just in installer fees plus the cost of the lights then I was told that I could not get a refund because the lights had been installed, if I had known that all the parts were not in the box I would not have had them installed and a hole cut in my dash which I didnt mention. All I ask is to be fair to me In refunding me what I paid for I think the lights were $75.00 or so I think. Plus the installation and now the removal which will be another $200.00 so now I am looking at $475.00 because they cant locate me a wiring harness if they will get me a harness then I will be satisfied, but if not I am only asking for what is fair I have spent money out of my pocket and dont have anything to show for it. The company will not honor the product it sells.Desired Settlement: The wiring harness so I can have the job finished or money so I can go elsewhere and buy the lights and have them installed.

Business

Response:

This issue was resolved directly with the client. A full replacement order, including the harness was sent to the client. That being said it appears the client is having some installation issues with the product received as the connectors are not matching correctly. We are currently working with both the client and the manufacturer to resolve the issue.

Consumer

Response:

Review: [redacted]

The light harness is still the wrong one they sent me the same darn thing as before.

I am rejecting this response because:

Regards,

Business

Response:

Unfortunately what was sent is the only thing that is made from that mfg. After speaking with the client we decided to swap this out for a different brand that comes with a different harness.

Review: I ordered a replacement deck lid from them on Sunday march 1, 2015 and it came in damaged on Thursday march 5th. I emailed them and requested a new one with expedited shipping due to having my car painted on Friday march 6th. I was told they would put in a request and get me one out Friday with the probability that I could have it on Saturday march 7th. I was told it would be Monday march 9th at the latest. I informed them that since the car was already at the shop and ready for paint that having a delay would result in my having to pay an additional $250 for storage and remasking the vehicle. I checked my order status today sunday and see that the item hasn't even shipped as promised. Not I will end up having to wait another 2-4 day for the replacement. Now to make matters worse they had UPS pickup the damaged unit on Friday just a few hours after I told them. So they obviously care more about getting the product back than taking care of their customersDesired Settlement: deliver my order as promised and for my troubles credit my card for the purchase price due to the extra cost of their failure to ship as promised

Business

Response:

The order was placed on 3/1/15. On 3/4/15, we received a request from the customer via on line of the damage item. We processed a damage claim on 3/5/15 and the replacement was 3/6/15. At this point the order is processed and we are waiting for an estimated ship date. The customer needs to allow us the time to process his order, we can not rush a damage claim and this caused a slight delay. I do apologize.

Consumer

Response:

They have promised on 2 different occasion that the matter would be resolved by late last week. As of 11:00 am today the order was just being shipped from their supplier. If they would have told me that they didn't have the replacement in stock then I could have gotten a refund and ordered from another company l. But that isn't the case. 3 different people claiming the order would be her Monday at the latest now it will be Thursday or Friday This has cost me more money that is out of my pocket not theirs.

Business

Response:

We open a damage claim on behalf of the customer, UPS stated the damage did not occur during transportation of item. We now are going to contact the Manufacturer in the event the item is defective. Unfortunately, we need more time to research and respond accordingly. I apologize for any inconvenience.

Review: [redacted] advertises a price match guarantee for up to one year after date of purchase on their website. They also advertise military discount for all branches of the armed forces on active duty, reserves, retired and veterans.

I contacted them as a veteran asking for a price match. They matched the price then refused to give the military discount. There is nothing on either page for each advertised service that restricts combining these two items despite a list of exclusions.Desired Settlement: Clear, easy to access statement on the website that only one service will be honored and the other will not or leave the website as is and honor both.

Business

Response:

We apologize for the clients confusion regarding our policies. Please find a link to our price match policy: [redacted] You will see that the 1st bullet point of the policy states "Price match cannot be combined with other promotional offers". Additionally

Review: Approximately 3-4 weeks ago, one of my rims that I purchased from Car I.D. split in two from normal driving. I have had the rims < 2 years approximately 35k miles on them. Regardless The rim I had split all the way through the middle due to a manufacturer defect. Had this been on the highway it could have been catastrophic, however it was just in a parking lot when it went bad. So the nature of the probvlem is that I sent the rim in for inspection from Car I.D. and the manufacturer TSW. It took a few weeks and finally I got an email back saying that they agree that it was a manufacturer defect and they could get me replacement rims. They told me however that the rims I had originally purchased are no longer made so I have to purchase other select rims. I chose a set of rims and then got told from the original listing I was given that I could only chose 3 different sets and that I would get the warranty rim for free and I would have to pay approximately $90 for each other rim that I got. The rims I chose I asked if they could work something out and they said I would have to pay $66 for the warranty wheel and $125 for each rim after that. The problem stands that each rim I originally purchased nornally cost $372 each. the ones that they want to warranty me for are only$230 and not only that that I would have to pay for the other 3 rims. I don't see why I should have to pay for something completely out of my control that they don't make the rim anymore and it was due to a manufacturer defect. For detail purposes the rims I originally bought were TSW Zolder and the ones I had thought they were offered to me were TSW Mirabeau. Also, I no one has mentioned compensation for the tire that the rim had worn from the inside.Desired Settlement: I request that I get a replacement rims of equal or greater value from the ones that they do not produce anymore, or a complete refund of my original purchase from order #2572095 for $1,203.11 to purchase rims from a more reputable company

Business

Response:

[redacted]

Mr. [redacted] contacted us on 9/17/2013 to file a warranty claim for a set of wheels he ordered on September of 2011. We followed normal procedure and had Mr. [redacted] ship the wheel in question back to us and have it inspected by the TSW, the manufacturer.

TSW performed their inspection and determined that the wheel was still covered under their warranty. However, due to it being two years

since the wheels had been ordered, this particular model was discontinued and no longer available. TSW offered to provide the customer one wheel of the same type (19 inch, single piece) as he originally ordered free of charge and 3 additional matching wheels at the manufacturers cost of $90.00 each, which Mr. [redacted] agreed to these terms.

Following this, Mr. [redacted] selected a new wheel which was not the same type that he originally ordered. The wheel Mr. [redacted] chose was a two piece wheel that is more expensive. We continue to work with Mr. [redacted]. The manufacturer offered these wheels at a price of $66.00 for the replacement wheel and $125.00 for the additional wheels. Upon informing Mr. [redacted] of this information, he became upset and

stated he would be contacting the Revdex.com.

We have tried to assist Mr. [redacted] each and every step of the way through this process. We do not manufacture the wheels but are acting as an intermediary on Mr. [redacted]’s behalf. The terms of the warranty replacement have been set forth by the manufacturer and we are trying to facilitate this and help Mr. [redacted] in any way we can.

If you need further clarification, please contact me at your earliest convenience. Have a great day.

Business

Response:

[redacted]

On 11/1/13, Mr. [redacted] accepted our final offer and purchased The Mirabeau in matte black for $441.00. This concludes my finding of his

satisfaction to the matter.

If there you need further clarification, please contact me at your earliest convenience. Have a great day.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I ordered a rear spoiler for my vehicle in black and received a blue one. The company said I could get a refund minus the cost of the paint which is their error. I spoke to three customer service representatives and the supervisor [redacted] with no satisfaction.Desired Settlement: I would like to receive a complete refund of $193.71.

Business

Response:

We certainly apologize for the experience had by the client. The supervisor the client had spoken too ([redacted]) had actually set up the return for this client to receive a full refund. At this time the client was provided with the Return Authorization and a prepaid return label. Upon return a full refund will be issued.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

Review: On 8/10 placed original order for 2 tail lights from Carid. 8/19 received order. One was damaged, missing the alignment dowel, the broken off piece was not in the box. 8/22 placed an order for replacement, the part ordered on 8/10 was needed to be able to drive vehicle. I contacted customer service to request a refund, let them know that I had ordered a replacement and would send back the damaged tail light as soon as I received the replacement. Carid stated they would not honor a refund for the tail light because it had been installed and accused us of breaking it (very common practice in the automotive industry, you just don't make people wait for weeks to be able to drive their car) the part was damaged but useable. On 8/24 after dealing with the awful customer service, I requested my second order be cancelled on 8/25 they shipped the order, on 8/26 after several emails back and forth, none of which were even remotely satisfactory as far as customer service goes, I finally demanded a full refund and to have the package returned to them. They proceeded to tell me that I was responsible for the shipping costs, which I strongly disagree. I requested the order be cancelled, they shipped it anyways, and then try to place the blame on someone else. There is zero customer service, no integrity, no trust, just plain NO customer service at all. After demanding and threatening, the only way to get anything done with this company, I received a partial refund less shipping costs for both directions. Not at all acceptable. Amount charged was $46.82 insulting refund of $22.24. It may seem like a small amount, but it is about principle. This company has offended me to the point that I don't have words to describe how much I dislike and distrust them.Desired Settlement: I want the rest of the amount charged to be refunded. The remaining amount owed by carid is $24.58.

Business

Response:

Janice,We received the item damage after he installed the part. This was explained to the client. If the item was broken why was it installed? I have not way of knowing what happened. I am not able to refund a damage part that was installed and is now used.

Consumer

Response:

If carid would read the complaint, they would not have answered like that. I DID NOT send back the damaged part, I still have it. Reference the order number, I am requesting the remainder of the charge for my second purchase. They are so impossible to deal with, I have written off the damaged part they sent me, that is no longer the issue, but as you can see, they don't listen. If the part they received was damaged in any way, that was the way they sent it out. That part was never in my possession, it was re routed during their erroneous shipping, order should have been cancelled, and delivered directly back to them. That is the order that I'm requesting my full purchase price refunded.

Business

Response:

$24.58 was refunded on 9/14/95.

Consumer

Response:

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,

Review: I placed an order with this company on March 2nd,2015. I gave them an email address to verify my order & shipment. I never received an email from them. I received my package on March 6th, 2015. In the box was only one of three parts that I ordered along with a packing slip which is very vague in detail. This invoice never showed the other two parts that I ordered and was charged for. Nor did it show one or more of the missing parts on Back Order. When I placed the order they assured me they had all three parts therefore that is why I was charged for all three parts. I tried contacting them via phone on March 6th,2015. I waited for almost 1 hour & no one ever responded. I only got pre recorded information. I gave up and hung up. I redialed and some one asked me my name and they transferred me to customer service. I got a message that they were currently closed and that their hours were 9:00 A.M- 6:00 P.M. EST. It was just a little after five when I called. I really think they have a problem with their system. No one should have to wait this long on a phone and then have no one respond to your request. Also, I gave them the correct spelling of my name when I placed the order and my Fist & Last names were both misspelled.Desired Settlement: I would like to have a Direct Contact from where I placed the order explaining why I didn't receive the rest of my order or if it's still coming. Also, a refund for the two parts I did not receive would be much appreciated. I have also contacted my Credit Card Company on this matter as well. I started a Dispute Claim on this purchase with [redacted]. However, I still want to make sure that I am going to get my money back along with an explanation of what is going on with this order and me.

Business

Response:

[redacted],What is the purchase order? I only see PO# [redacted], which was delivered and costs $132.90. [redacted]Consumer Relations Mgr###-###-####

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

However, my purchase price was only $39.32 & not in the amount of $139.32 as stated in their response to you.

Regards,

Review: I canceled my order from [redacted] and they said that the money would be deposited back to my bank account the next day. The following day the amount had been returned to my account as I was told. Then the next day an amount of $292.00 had been removed placing me -282.60 in my account for I had at least 10.00 in my account the night before. I went to my bank to see what had happened and was told that [redacted] had withdrew the amount. I contacted [redacted] and was told that the order hadn't been completely prosessed and that the amount would be returned the next morning. The next morning the amount still wasn't in my account I call [redacted] and they tell me it would be in my account that day. And then they tell me within the next 24-48 hours. The following day still aint got my refund. I call them and they say it had been refunded to my account and this conversation was right after I called my bank account to learn that it wasn't in my account and wasn't even pending. I cant talk to anyone in charge,they keep telling me that their refund department is a back office operation.Desired Settlement: The entire amount withdrew from my account

Business

Response:

[redacted],I discussed with our Billing Dept. to review her statement that she was charged again after we refunded her. We have no indication of this, if her bank reverse the refund, she must speak to them or provide the proof by attaching the bank statement to this site. I can review further.[redacted]Consumer Relations Manager###-###-####

Review: I have ordered an item from [redacted] on 8/12. The item was to be shipped on 8/14. That date came and passed. On 8/21 I contacted them and they stated that I needed to pay $24 extra in order to get the item shipped. I paid this amount, not because I agreed with them, but because I needed to receive the part. I was told that it would ship that day. On 8/24 I contact them to find out why it hasn't been shipped. They tell me it was because I filed a non receipt dispute with [redacted]. They tell me that I need to cancel the dispute or they won't ship.

All they needed to do was add the tracking info and the dispute will be closed. They still refuse to ship or refund my payments.Desired Settlement: I either want my item or my refund.

Business

Response:

[redacted],According to [redacted] tracking # [redacted] Scheduled Delivery Updated To: Monday, 08/31/2015, By End of Day.I apologize for the delay. If client needs anything let me know.[redacted]Consumer Relations Mgr. ###-###-####

Consumer

Response:

The business sold me the item for $185.89 on August 12. 10 days later I contacted them to inquire about the shipping status. They informed me that in order to have the item shipped I needed to spend $24 more. Because I needed the part and had no confidence that they would promptly receive my refund I paid the difference, It was then shipped on August 24th

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

My point is simple. The public needs to know that this company sells a products at an agreed to price. Then after several weeks of never shipping the item with no notification they tell you that you need to spend additional funds to get the to ship the order.

Regards,

Business

Response:

After I reviewed the order, I felt that the customer was correct and requested we refund him $40.00. I apologize for the inconvenience. [redacted]

Review: Order in December, 2014. LED replacement bulbs do not have the correct connectors to work for my vehicle as the site said it would. I have been calling customer service for over a week, but the message says they are closed. I have received no response to email questions also.Desired Settlement: I need the correct LED replacements for my vehicle. Refund or exchange.

Business

Response:

I apologize for the inconvenience of the bulb not fitting properly. We did request the return authorization from the manufacturer, however, does he want to cancel or return the item? Also when did he call and the automated system stated we were closed. We only closed one day for the holiday. If a customer is calling in, we have designated employees who are responsible for returning all calls. Everything is recorded, I can go back and see who was responsible and why his call was not returned. I just need the dates and if possible the times to pull the information. [redacted]Consumer Relations Mgr.###-###-####

Review: I purchased some running boards from this company mfg. by [redacted], Inc. I ordered black finish and the mfg. sent chrome. The CarId (Onyx) website also stated that mounting brackets were "preassembled" to the boards. NO MOUNTING BRACKETS WERE IN THE PACKAGE.

I reported this to CarId and they told me that I would receive a shipping label in 3 business days to return them. All I have received is an e mail demanding that I take photos in order to prove to the manufacturer that these are chrome. THIS IS NOT AN ISSUE OF DAMAGE OR DEFECT! I called the manufacturer and they stated that CarId ordered the wrong boards for my truck. They also stated that mounting brackets are not included. They are sold at an additional charge contrary to what CarId's website states.

When I call customer service at CarId I am put on hold for periods of 1/2 hour at a time only to get what sounds like an "off shore" agent who has no understanding of the issue.

I believe that they are trying to avoid the return of the product that was sent in error.Desired Settlement: The seller should pick up this product and issue a refund promptly. It is their error.

Business

Response:

The client order part# [redacted] Bent Oval Tube Steps. The correct item is part# [redacted]. We can place the order for part#[redacted] if he wishes and return the incorrect one. However, our last communication with him was to process a refund which is has been submitted on 6/24/15. Please be advised we did not place the order, this order was placed online. If there is anything we can do, let me know.

Consumer

Response:

I received an e mail from you stating that this complaint was now closed.I still have not received a refund from the seller, Onyx. The item was received on return on 7/2/15. The manufacturer issued a credit promptly to Onyx.They lead me to believe that the credit is coming yet it still has not been received.They stated to you in their last response that the credit was being processed on 6/24/15.This case is far from being closed!

Business

Response:

Janice,The refund was placed back on the original form of payment which was PAYPAL. She would have to contact them, unless they claim it was not received. 07/08/15 - PayPal Dispute answered ---- REFUND ISSUED on PayPal.Please advised if I need to resubmit to our Billing Dept for further review.

Review: Carid.com represented wheel and tire packages were in stock and available on their website. I purchased a set of wheels and tires, and after waiting a week and not getting any shipping information was told they would take 60-90 days. I them placed an order for items that I was told were in stock. The following day I received communication stating that it would be ten days before my order would ship. This was never communicated at any point. I contacted the company and the told me that it was a custom order (even though it was an in stock item) and that they all take 7-10 days and the would not cancel order. This is completely unacceptable and I am seeking a refund for the items.Desired Settlement: Refund of purchase price

Business

Response:

5/23/14

Complaint ID: [redacted]

Name: [redacted]

Date filed: 5/22/14

PO#: [redacted] correct PO [redacted]

Item in question: Wheel’s Order

Order date: 5/21/14

[redacted],

All custom wheel orders are non-cancelled once it has been submitted to the manufacturer. In reviewing the notes in his order, he called on 5/22/14 at 4:21PM to attempt to cancel, but the order had been processed and submitted to the manufacturer as of 11:02am same day. One our Agents called him and left a voice mail for a return call to explain the non-return process. [redacted] never called back.

In fact, he filed a [redacted] dispute stating the shipping charges were unreasonable and undisclosed processing time. We specifically go into detail and explain the importance of a custom wheel order, in addition [redacted] has to respond back to us to confirm the order.

The Wheels were already received in our facility and the customer was made fully aware of the order being non-cancelled as stated on our website.

Consumer Relations Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The statements made by the seller are inaccurate. I will address each claim with detail.

Claim #1: All custom wheel orders are non-cancelled once it has been submitted to the manufacturer.

This is not communicated anywhere in the order process. In fact, it is not even stated this way on their return policy. Additionally, they define custom rims on their website as "Custom Wheels & RimsThere is no compromise when it comes to the design. We can fully customize any set of rims in our in-house paint facility. COLOR MATCHING POWDER COATING CUSTOM TEXTURES" None of these options were purchased. Simply buying an aftermarket rim does not deem it custom, even by their website.

Claim #2: In reviewing the notes in his order, he called on 5/22/14 at 4:21PM to attempt to cancel, but the order had been processed and submitted to the manufacturer as of 11:02am same day. One our Agents called him and left a voice mail for a return call to explain the non-return process. [redacted] never called back.

This is incomplete information and has been misrepresented by Carid in how it has been presented to you. I called on 5/22 as indicated due to a voicemail regarding my order let at 2:01 from [redacted] that stated my order would not ship until June 2. I returned the call because this was unacceptable, as I had been told by [redacted] specifically,. prior to placing the order, that the product was in stock. Upon conversing with [redacted] he informed me that my order was non-cancelable because they had sent the order to the manufacturer. I told him about my dissatisfaction, as well as telling him that I was told they were in stock at which point he informed me they do not carry any rims in stock. He told me there was nothing they would do. After which I told him they misrepresented the product availability, and the delay in shipping time was unacceptable. This was not the first time I had communicated my expectations regarding shipping times. In fact, this was the second attempt at ordering rims from Carid as the first set I paid for was 60-90 days out. This order was canceled without hesitation. [redacted] called back after our conversation was over to leave me his contact information. There was no additional information requesting a return call or any additional communication regarding the non-return process. In fact the voicemail stated he was calling to leave me his contact information in case my lawyer needed to have it. That was the extent of the voicemail.

Claim #3 In fact, he filed a [redacted] dispute stating the shipping charges were unreasonable and undisclosed processing time.

This is accurate. I informed [redacted] that I would not accept the order due to the 12 day processing time. I informed [redacted] that if my order was not canceled I would try to resolve through [redacted], as well as with legal representation if needed. He informed me to do what I needed to do.

Claim #4 We specifically go into detail and explain the importance of a custom wheel order, in addition [redacted] has to respond back to us to confirm the order.

This is completely false. There is no information regarding any communication of the sort. I will provide documentation of the order process, as well as all communication with Carid.

Claim #5 The Wheels were already received in our facility and the customer was made fully aware of the order being non-cancelled as stated on our website.

This again is a partial communication of the information. There is no notification of the order being non-cancellable anywhere throughout the order process. In fact, it is only if you specifically go searching out the information that you can even find it. Simply posting a link to their return information does not create a binding agreement. Additionally, the policy was not adhered to on my first order as indicated on their website, of which I had no knowledge of at the time. This set expectations and precedent for how returns were handled by Carid. Finally, when communication occurred with Carid, the order had simply been "submitted" to their supplier. The wheels were not in their facility.

I hop you will find the information contained herein helpful in determining the facts and resolving this complaint.

Regards,

Business

Response:

6/9/14

Complaint ID: [redacted] - Rejection to Response

Name: [redacted]

Date filed: 5/22/14

PO#: [redacted]

correct PO [redacted]

Item in question: Wheel’s Order

Order date: 5/21/14

[redacted],

I apologize that Mr. [redacted] feels in this manner. Unfortunately, the wheels order are non-cancelled once he agrees to the terms, unless damage or defective.

The [redacted] dispute was open on 5/23/14, and it was ruled in our favor.

Consumer Relations Manager

Review: I bought a radiator from CarID.com and it is warp (defective) and have followed CarID.com return policy for a refund and after making 20 request to CarID.com to follow through and refund the 207.77 USD, CarID.com has told me the distributor has found through the photo's to show the defect I sent CarID.com of the radiator is of no consequence and I am left with a warp, defective radiator and no recourse then this complaint to you. I have kept a complete log of all my and CarID.com interactions concerning this matter. If it would be helpful to forward this collection of CarID.com behavior toward my request for a full refund I would be "happy" to send any and all at your request.

CarID.com's file order no. [redacted] is the number used to address this problem.

If you would please keep me informed of any action I may take to resolve this issue I would greatly appreciate your help, Thank you. Desired Settlement: Full Refund.

Business

Response:

We processed a refund in the amount of $237.96 on 7/17. We filed a damage claim with Fed Ex. We received the damage paid status on 7/15. I apologize for the inconvenience. If there is anything I can do, let me know. Have a nice day.

Consumer

Response:

I am rejecting this response because: Sir, It would seem what I have written in response to the company claiming insurance for said "damaged" goods is a fraud and can not accept the letter (wording) as a explanation to resolve this issue with me. Perhaps if the unapt script could exclude me from the obvious collusion to blame the handlers (insurance claim) from their official files concluding this matter will go far in my world.

Business

Response:

The client received the item damage, we filed a damage claims with FedEx. Prior to us obtaining the outcome, we went ahead and refunded the client. This is out of protocol but we wanted to satisfy the client.The items was either damage in transit or it was a defective item from the manufacture. This is not CARiD's error. However, we wanted to satisfy our clients as much as possible. He was refunded in full regardless of the damage claim outcome. He can reach me if he still has concerns. I do apologize for any inconvenience he feels we caused.

Review: Item arrived damaged and appeared to have previously been used, then resold. I have contacted the company and spoken with multiple representatives which ask tell me that the issue should be resolved between 1-2 business days. Approximately two weeks have passed. The supervisor that I last spoke with has stopped returning my calls or emails. No one seems to answer the customer service number. I have been waiting for a return tag so that I can send the item back and receive a refund. I feel as though the company is wanting to let enough time pass so that I am no longer eligible for a refund.UPDATE INFO FROM CONSUMER 7/16/15 Good afternoon. I entered the wrong dollar amount when I filed the complaint. Please change to $270.86, the amount that I entered was before the discount that was given to me. Thank you. Desired Settlement: I want to return the item and receive a refund.

Business

Response:

The item is in route back to the manufacture, once received we will be notified of the return status. Unfortunately, we can't refund as the item is in route.

Consumer

Response:

The information send by the business is not correct. I have been waiting for almost a month for a return sticker so that I can return the item. Unfortunately, the item is still at my house. The response sent by the business claims that the item is in route back to the manufacturer. How can that be? Is there a tracking number? If they are tracking another package on its way back, what should I do with the one that I still have in my possession? A week ago the manufacturer was trying to send me a replacement, which I informed CARid that I would refuse since their website has a refund policy. A customer service supervisor (David D.) informed me that a replacement item was sent and re-routed on the same day since they knew that I would not accept delivery. Perhaps the item that is currently in transit is the replacement item. The policy advertises a 100% money back guarantee for new/unused items. My order never arrived in "new" condition to begin with but does remain unused by me. It is still in the same condition that it was in when it arrived.

Business

Response:

We show a charge back started, due to this we can't refund the client. He needs to close the charge back or let it run its course.

Review: I had ordered a product that had been delivered twice damaged. They are trying to hold my money hostage and I have requested refund. I have been without a car for 5 weeks and without this part it is causing detriment to my family, work life etc. I live far in the desert and require wheelchair so it makes it very hard and this was expressed to them. I have now had to order today the part elsewhere in order to get my car back from the repair shop. I have numerous emails going back and forth in regards to issue., The customer serivce manager [redacted] doesnt return calls. He set up conference call with me via email and never showed up or called since nor sent email. I jsut want my entire purchase including shipping returned to my credit card immediately. I want to move on and stop wasting time with a company that doesnt care about customers. I will be glad to forward you all the emails and transcripts of webchats to support my claim.Desired Settlement: rull refund

Business

Response:

Item in question: Ford Mustang Hood

I did find several errors with regards to how her order was handled. The manufacturer did send out the hood damage once. The 2nd

time the hood was delivered, according to Pilot Shipping Carrier it was not damage. However, we did refund [redacted] the entire $435.60.

We are always working to exceed our Customer experience. We reviewed our process in how we handle escalated calls in relation to call

backs. Once the customer asks for someone higher than the Agent, it will be forwarded to their Supervisor then to the Manager and finally to Consumer

Relations. I apologize she did not receive a call back after numerous attempts. However, we added Consumer Relations to the escalated call back process.

This position is put in place to ensure we continue to provide a WOW experience and to allow customers the opportunity to let us know, where we need

improvement. It is customer like her that makes our foundation stronger; together we can make a difference.

If I can be of further assistance, please find my contact information below. Have a great day.

Review: I placed an order for a brand new [redacted] trunk for my 2004 [redacted] on 20-DEC-2015 that was listed as having "Guaranteed OEM fitment" as described in their listing here: [redacted] and on 23-DEC-2015 I had received the trunk and, with the help of a certified professional from a nearby bodyshop, had installed the trunk following the provided instructions. At this point I had noticed that the built in studs for the 3rd brake light were missing (These studs are built in on the OEM trunk and cannot be swapped to another) and also that the hole for the 3rd brake light was very misshaped and looked to be very poorly molded during manufacturing. On top of these issues the trunk wont even close, the studs that mount to the hinges are very far off from the OEM trunk's position causing the poor fitment.

I had brought these issues up to [redacted] attention and up until yesterday i've gotten nothing but the run around with them stating that they're simply waiting for extreme dimension's respone on the issue(s) and to just wait (since DEC. 23rd til now). Yesterday I finally received an update and that Extreme dimensions could see no issues and/or defects from the photos I provided and that they refuse to honor any replacement/return policy and that a bodyshop can fix the issue(s)

Factor to take into account:

1) [redacted] listing clearly states that all [redacted] products have “Guaranteed OEM fitment” (clearly not the case here)

2) The missing brake light studs are a built in part, they cannot be installed without modifying the part and voiding any existing warranty

3) the brake light hole is extremely misshaped and cannot be fixed due to the manufacturing process of carbon fiber parts

4) It’s likely that the studs on the passenger side of the trunk where it mounts to the OEM hinges are misaligned and improperly molded to the trunk causing the extremely poor fitment

[redacted] Order #[redacted]Desired Settlement: All I want is to get what I paid for, this trunk is not what was described in the listing. All I ask is that [redacted] (manufacturer of [redacted] products) and/or [redacted] honor their policy(s) and make this right. These issues fall well within the replacement/return policy and I just want this to be resolved in a timely manner

Business

Response:

This issue has since been resolved. We were able to approve the product to be field destroyed and the client was refunded for the defective product.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will post an update when the refund is completed. I have destroyed the trunk as instructed and am awaiting a direct response from the vendor for details about my refund via email as I have not yet received my refund.

Regards,

Review: I bought a set of running boards for my truck. when I received the box . the box was not damaged. I opened the box everything looked good. the running boards had a bubble rap on it. I left the bubble rap on and installed the running boards so they would not get sracthed. there is only two bolts per side to install witch is under truck on back side of them . when I took of the bubble rap it had a dent in driver side. called the company took for ever to talk with some one. they said they will not replace it . said they will give me $25 . when I bought them there was to be no shipping cost but they charged me. but it coast me $20 I was going to buy something else for my truck from them but wanted to take care of this first I see they dont careDesired Settlement: I would like a exchange or store credit $75

Business

Response:

We received a call on 4/15 from the client that he installed the item and found a dent. Unfortunately, the item was installed. If we were notified prior to installation we could have assist him. Once the item is installed we have no way of knowing how the dent occurred especially if the item was delivered on 4/6, he had possession of the item for over 1 week. I apologize for any inconvenience as we are not able to assess the problem with the given claims. We need proof of dent prior to installation.Regarding the ship fee, he is not provided with shipping cost until he enters the zip code. Please keep in mind that he is given the opportunity to review the order prior to placing it which does disclose the final price.

Consumer

Response:

I am rejecting this response because: I send them picture and spoke with gerardo on 4/10/2015 said they will take care of it. I also have the emails that shows they responed from the call on 4/10/2015. there was no paper work for the install. that is why the bubble rap was theft on so no damage would happen . this . I want my money back . you can not help me. I will take to small claims court. companies like this just want to rip you off.

Business

Response:

This item has been installed, I can assist if client provides pictures before installation. Otherwise, the decision still stands.