Onyx

Review: July 2014 I purchased truck steps made bu iron cross from carid.com. the step bar has rust on driver side and passenger side. I received lack of communication from selling company. The only representative that does follow up with me advises they will exchange for same product only. My concern is this is an inferior product and I want to exchange for different manufacturer of same or greater value and I would pay difference. I already paid 350.00 to install and Uninstall the product. It's not right to send a product that I had bad experience with.Desired Settlement: Exchange for different product of same or greater value. I would pay difference if new product costs more.

Business

Response:

On 4/25, one of the managers left a voice mail with detail instructions on how return an item. We have received no return call. Please find our return link as well in how to return an item and requirements. http://www.carid.com/help-center/product-return.html

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I am rejecting this response because:I have contacted the person at CarID and nobody is returning my calls and emails. the company did offer to exchange the defective product for the same product. I am not looking for a refund All I want is a different product of the same or greater value and I will pay difference. The brand of truck steps I do not trust and I feel I should be allowed to return for a different brand.I have returned the product in the hopes this company will do the right thing and I have not heard back from anybody. The manager that responded to the Revdex.com complain, [redacted] I called her and left her a voicemail as well with no response.

Business

Response:

I was on vacation and I did return the call yesterday. He said will keep the item and sell it on Ebay as I am not able to refund a warranty claim.I apologized and offered a future discount on an applicable item. He was fine. [redacted]

Review: Car Id has been holding money for 3 -4 months with promises of a refund, and has not yet received anything from them. They sent the wrong product the first time, and have not sent anything yet. We have requested a refund. They keep saying they will call me back and have made no attempts to issue any refunds after several promises. I have been on yelp and I see several other complaints about this company, they are not a reputable company at all.Desired Settlement: An immediate refund

Business

Response:

We processed a refund in the amount of $392.62 on 7/8. I apologize for the delay.

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 received the item I ordered damaged after being charged for an overnight rate. 3 weeks after the order it showed up in a truck, damaged. I refused the item due to this damage and was contacted within a few days by the CARiD office stating that it was not damaged and they wanted to re-deliver it. I t was heavily damaged beyond belief and I refused this offer and filed for a refund through my bank. They gave a provisional refund, but the company re-billed my credit card and took the money back out.(even though they had not delivered an appropriate piece of equipment, in new working order, from the company.) after this, due to the outsourcing of the fraud protection within key banking, I was told my documentation was lost and I needed to refile. I refiled and then was told too much time had elapsed the bank and was told it is the fraud protections job. the OCC was contacted, they stated that there is no oversight for key bank in Alaska and they operate outside the charter, so they had no jurisdiction to compel. CARiD flatly refuses to refund my monies even though they delivered a substandard, broken part that was refused due to poor packaging for transport.Desired Settlement: Refund my 500usd

Business

Response:

We are extremely sorry the clients product was damaged in transit. Unfortunately at the time of order the client had to acknowledge a disclaimer that the product must be inspected upon delivery otherwise CARiD would be unable to file claim with the carrier. Since the package was delivered and signed for as in good condition we are unable to dispute this with the carrier. The only option the client has is to file a private claim on their own with the freight carrier. Please find the contact details for the Estes Freight :[redacted]

Consumer

Response:

I am rejecting this response because: The item that was pre-paid was damaged upon receipt and was signed as rejected and damaged due to the rejection. It was VERY clear the item was damaged and it is the responsibility of the Company...CarId to re-imburse my bank account that I will provide . The are responsible as the Primary sales entity to ensure the logistical integrity of their firm and such products they sell. I am in no way protected if the company in question can put off responsibility of their product to anyone else and allow me to spend 500 USD and get NOTHING for my money. This is ridiculous and I believe the company's response is ineffective an argument and furthermore insulting.

Business

Response:

Again we are very sorry for the situation this client is in. We are by no means trying to be argumentative. Since the package was delivered and signed for as in good condition we are unable to dispute this with the carrier. The only option the client has is to file a private claim on their own with the freight carrier. Please find the contact details for the Estes Freight :

Review: I placed an order with CarID on 3/12/2015 (Order # [redacted]) got 3 items for a total invoice amount of $93.36

1) TYC® 19-5642-00 - Driver Side Replacement Fog Light (Price $46.63, Shipping: $8.77)

2) Michelin® 8026 - Stealth™ Hybrid Smart Flex Driver Side Wiper Blade (26") (Price: $15.99, Shipping: $8.98)

3) Michelin® 8018 - Stealth™ Hybrid Smart Flex Passenger Side Wiper Blade (18") (Price: $12.99, Shipping: $0.00)

I eventually received only #2 and #3 (just the wipers) on 3/17/2015 and it was missing the key item I used their services for - the Driver Side Replacement Fog Light for my toyota prius 2005.

I tried to contact customer service - via phone, chat and email and customer service is virtually non-existent. I need a full refund for the $55.40 which is the total price of the Fog Light kit including delivery/shipping.Desired Settlement: I need a full refund for the $55.40 which is the total price of the Fog Light kit including delivery/shipping.

Business

Response:

I requested a refund of the fog lights and I am waiting on status. The customer will receive an email of refund unless the fog lights were shipped. In the event they were shipped, I would send a return authorization and a return label to return the item if they wish. I can be reached at ###-###-#### if they prefer to speak to me. I do apologize for the inconvenience.

Review: I ordered part number CMZ060-ASO from their [redacted]

This is a set of 4 air shock absorbers for a 1994 Mazda Miata. They sent instead part number CMZ070-ASO for a 2004 Mazda Miata.

[redacted]rd (###-###-####) in sales said on 2/28/15 that he saw the problem when I called in the mistake. (Perhaps someone had poor penmanship when they filled in the order picking form back there). He said they would send me an email with a return shipping label to return the wrong product to them.

I never received that return label. I have called numerous times to get this resolved over the past week. I finally got a hold of a customer service person, [redacted], who said there was more bureaucracy to be done before I can get that shipping authorization and the the correct parts sent. It seems like endless delays to avoid doing the right thing. These parts are expensive, each set is $2000.Desired Settlement: send me a prepaid shipping label for these parts, and ship me AS SOON AS POSSIBLE the correct part number set of shocks, - CMZ060-ASO.

Business

Response:

The return label and RMA was sent to the customer on 3/13/14. Once the manufacturer receives the item, he will automatically receive the correct item.I do apologize that he received the incorrect item, as a token of appreciation, I sent a via his email a $15.00 gift card. If I can be of further assistance, please contact me at the below telephone number.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is conditionally satisfactory to me. I reserve judgement pending receipt of the correct parts. I have not yet received a commitment date for the delivery of those parts. The wrong parts are now on the way back to Onyx.

Review: I ordered Black Halo Projector Headlights G2 with LEDs , they were defective so I returned and had a credit due of $218.57.

I then ordered ([redacted]) for Spec-D® -- Black Halo Projector Headlights with LEDs, now defective!

Instead of refunding my account for $218.57 and charging it for $350 for new order they placed an authorization (froze the funds) for the amount of $350 to process new order. After original order (Black Halo Projector Headlights G2 with LEDs) was returned they voided the authorization and turned it into a charge for the amount of $131.43.

Original order ([redacted]) - Headlights: $218.57 / Smoke Projector Fog Lights - 68.40

Replacement order ([redacted]) - $131.43 for both parts (it should have been $350 but $218.57 was taken from order [redacted]).

Summary: I ordered 2 defective set of headlights from CARID, from 2 different manufacturers. I asked for a refund on order [redacted] and I can't get one on the 2nd set because the "warranty" has run out. I believe they should give me my money back because it appears they are selling headlights that don't last above 10 months. I choose to not to do any more business with them but I want my money back for all the inconveniences with having my headlights replaced 3 times now!Desired Settlement: I want a full refund for the headlights.

Business

Response:

The clients statement of cost is accurate. We did need to authorize his card for the replacement until the original lights where returned. That being said the clients original order was placed on 10/30/2014. On 1/8/2015 he informed us of his issue. It took some time to trouble shoot the issue, and approve the warranty so his replacement order was not processed until 2/4/2015. In the replacement order a set of tail lights where also ordered. The 2nd set of lights received by the client carry a 90 day warranty from the date of delivery (2/10/2015). Unfortunately this means the warranty period ended on 5/10/2015. Unfortunately this far out of the warranty period we are unable to refund the client for this product.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The warranty is 6 months from the manufacturer, the 1st set of headlights were found to be defective after 60 days, the second set 9 months, same issue. CARID did not disclose the products they sell have a 90 day warranty. Do they purchase inferior products and then resale to the public without disclosure? They should stand behind the products they resale. Headlights should last for more than 9 months warranty or not in this case, I should receive my money back . I have also contacted Consumer Affairs in my state to make sure Onyx practices are within the law and fair, since they serve to military families, my husband is retired military 32 years!

Regards,

Business

Response:

Understanding the the clients concerns we are still unable to refund for a product that is outside of the warranty period. All warranty information is stated on the product pages. CARiD is not doing anything unlawful, we facilitate all warranty claims within the products stated period of warranty. Unfortunately regardless of if the warranty period is 3 or 6 months the product is still outside of both of those time frames.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Their business practices have no real moral compass or principal for the products they sell. They say "warranty" is the issue but they bought substandard products from the manufacturer and sold them to me. They should eat the cost or some part because they resold a bad product, two times. WE all know that headlights last for more than 2 to 9 months. I will be sure to tell everyone about this experience!!!!

Regards,

My body shop had ordered a carbon fiber defuser for my 2001 bmw m3 on the 10th of august. My part arrived at my local body shop to be installed after my car was in a accident. The body shop mounted the part on my oem BMW rear bumper this part did not sit probably as it should the part was not molded properly. We took pictures showing the exact defect. I contacted carid a total of 6 times now. All the time they tell me they are wait on the manufacturer to reply and that they will contact me within 24 hrs. They even offered to send a shipping label but the 70 or 90 dollar shipping charge will be out of my pocket. All because the manufacturer sent a part that was not molded properly . It has been 2 and a half months and still nothing. This is poor costumer service. I would at this point like my $334 back. I went elsewhere and bought a part that fit the way it should.

Ordered at wiper motor, upon installation it did NOT WORK. They are refusing me my refund because it's past the 30 day mark. I'm at the 60 day mark. As a consumer I have rights, they offered to give me a new one but, I've had the old one installed. Works fine. Just need my $80 back. My next call is to the local TV stations to alert the public these people may do shady business.

Review: I purchased a spoiler for my car that was smaller than expected. I returned the product and was sent a e-mail stating that my refund amount was $110.74. I originally payed $236.26 for this item. I contacted customer service to find out why such a reduction in price on my return, and was told because the item was painted. I asked the representative to direct me on there website to where it states that a painted product would have a reduced refund amount and they were unable to find anything other than a stipulation that states custom orders such as "engraving and embroidery" were NOT returnable. My order doesn't fall under either of those categories and if it did, then why was I able to return it? They stated that they would contact the vendor to see if the spoiler was still available to return to me if I wasn't happy with my refund. I told the to go ahead and do that because if I would of know that I would be charged $125.52 to return a $236.26 part I never would of returned it. But I ultimately would prefer to return the item for a proper refund as stated in there refund policy on there website.Desired Settlement: Refund the item, and be reimbursed according to websites refund policy.

Business

Response:

This item the rear lip was order with a paint job. Once you alter an item from its original state, it is not returnable. Please find our return policy in reference to his inquiry...Items must be in new condition and in the original packaging (please do not assemble, install, or MODIFY the product in any way). I apologize for any inconvenience.

Consumer

Response:

I am rejecting this response because:

I did not choose a unpainted spoiler, I choose the color black. Nowhere in the item description or in the return policy does it state that by choosing the paint color the buyer will forfeit $125.52 on a $236.26 purchase if returned.Instead of continued back and forth nonsense, why don't you do the right thing and return the payment balance that I deserve? Chalk this up as a learning experience and update your product pages that have color choices and return policy to be more specific.

Business

Response:

Please find our return policy as choosing to paint the item alters it from its original condition. Choosing to paint it of your choice is a custom order.Items must be in new condition and in the original packaging (please do not assemble, install, or modify the product in any way). The few exceptions for items that cannot be returned include:Items Marked "Non-Returnable" (clearly indicated on the product page before placing your order)Personalized Items (custom, engraved or embroidered).

Review: Ordered a set of 4 Speakers July 8th, Was charged for 4 and received only 2 they said they would ship me a new set a week and a half ago and have sent me a tracking number but speakers have not actually been given to UPS. I have my car install set up for Tuesday..I've called multiple times and send several e-mails and no one knows whats going on.Desired Settlement: At this point I want my money refunded as well as 50% of the shipping and customs (since I was charged to ship both sets and charged customs on the value of both sets) or pay for express shipping to have the speakers overnighted to me so I can get them for my Tuesday install.

Business

Response:

Mr. [redacted] ordered 2 sets of speakers, he is correct and should have received 4 speakers total. According to the manufacture, the remainder 2 speakers will be sent via UPS tracking # [redacted] to Mr. [redacted]. I sincerely apologize for the inconvenience.

Consumer

Response:

I am rejecting this response because: This is an incomplete tracking #. I was provided a tracking # July 18th and that did nothing for me as it is still sitting there saying "A UPS shipping label has been created. Once the shipment arrives at our facility, the tracking status--including the scheduled delivery date--will be updated."I have given the company ample time to correct this issue (6 phone calls, 5 e-mails and 18 days) and I have my stereo being installed this afternoon. Please refund my money including 50% of the shipping and 50% of the customs ($115 USD) so that I may purchase speakers locally.

Business

Response:

According to the manufacturer, the new UPS tracking # [redacted]was changed to provide expedited shipping. I show delivery on 7/11/14 @ 12:39pm. I have asked Mr. [redacted] to provide me the receipt of the brokerage fee’s he incurred. I spoke to the manufacturer and they agreed to cover the cost but need a receipt. On 8/13/14, He agreed and will provide the receipt via email to me. Again, this isnot Mr. [redacted] error, and I do apologize. I am working diligently to get thisresolved quickly for him.

Review: I placed and order with this company twice for a sunshade. Online it show a large print for a custom sunshade, however when I received it in the mail it only had about a four inch logo on it. Online it doesn't say anything about paying $30.00 for a four inch logo on a really large sunshade. when I called to speck this them all I got was company [redacted]. I spoke with a so called manager that only gave me company [redacted] and would not let let speak to anyone else he keep saying that he as the manager and he was the only person I could speak to about this. I find it very hard to believe that he is the only one I could speak to about the. I really feel that the just wanted to take the customers money and just give the company [redacted] and not try to the customerDesired Settlement: I just want them to refund me what iI paid for the logo want the sunshade

Business

Response:

Mr. [redacted] was concerned when he paid $30.00 for a logo that was too small for his sun visor. He requested for a full refund and also asked for a Sr. Manager to take his call. On 9/25/13, I called Mr. [redacted] and explained that we did refund him the $30.00 on 9/24/13 to his original form of payment. In addition to giving him a total of $25.00 Gift Cards for his inconvenience.

I submitted a request to add the size of the logo our website. In addition, we have made changes to our escalation process to avoid this type of complaint going forward. The Customer is pleased with the outcome and will continue to shop with us.

If you need anything else, let me know.

Review: Long story short I bought floor liners for my vehicle, I recieved them but the drivers side mat did not fit the area correctly. I emailed and delt with a Christina P , eventually after many pictures and emails and months, I got a replacement sent to me, only to find it was the wrong size for my car. Now dealing with Christina again, and more pictures, they are now insiting the order ia correct and I have been using the mats for months now and I do not qualify for a refund (I have not used the replacement mats, they have been in the box) anyways... she then offred me a 25.00 certificate to use on the website and that is the best they can do. Why on Gods green earth would I buy anything from them again to use the giftcard??? I wanted a refund, or the right product.Desired Settlement: I would like the right replacement mat or a refund.

Business

Response:

We have cooperated with this Client. As a matter of fact according to FEDEX tracking # [redacted] mats are in transit to be delivered on 6/18.The Client was notified on 6/15. If you have any additional questions, please let me know.

Consumer

Response:

I am rejecting this response because: I would like to wait and see if I in fact get this product in the mail before agreeing to anything. I also would like to ensure that the mats actually do fit properly in the vehicle, because the last time they demanded that the mats fit my car and they did not. This time I want to make sure before this case is closed. It seems when the Revdex.com is involved they actually listen to what I am trying to tell them, instead of not believing me. When the mats are here and in the vehicle... and fit... I will then accept the response. Thank you

Review: I purchased $3000 worth of items from CARID at the beginning of February, it is now the end of March. I had received no updates on the status of my order and when I called, I was given two different stories along with a supervisor ([redacted]) who was disrespectful and rude. After finally speaking to the customer relations rep, I was offered a $150 credit!! My rims haven't been made, the tires I was told couldn't be switched out to a different size and the stereo still hasn't arrived...I have asked for a full refund numerous times and the name and number of the supervisor of the customer relations rep and have gotten no where! This company has the worst customer service service ever! Follow through with their customers is horrible. I just retired from the military and returned from Afghanistan, my husband purchased this GC from CARID for my welcome home/retirement gift and it's been nothing but a headache since I arrived home.Desired Settlement: Full refund of the giftcards purchased, $2000 and $1000 cards.

Business

Response:

Please find the refund amounts minus the wheels as they were submitted to mfg. The refunds will be refunded back to the original form of payment. We can not cancel wheels order after they are submitted to the manufacture. This is explain thoroughly to each and every customer. $392.88 for cancelled order [redacted]$ 26.71 for cancelled order [redacted]I apologize for any inconvenience.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I was told by CARID the wheels would take 4-6 weeks to manufacture, it has been 51 days since I placed the order. Not only was I never given any updates on the new shipment dates by CARID, I was given two different reasons why they were taking so long when I did inquire on the status. One reason, the personnel working at the ports in California where they are being made were on strike and the other was that they just aren't made yet! If they weren't made weeks ago when I originally made my complaint to [redacted] the supervisor and they still aren't made, there should be no reason almost 8 weeks later that I cannot get a refund! This is horrible customer and I have NEVER experienced anything like this before.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

In reference to case ID [redacted], we still have yet to receive a full refund. We have only been refunded for the stereo, $392.88 and $26.71. We are still due for the following items below:

Review: I was sent the wrong car floor mats and Car ID and they would not exchange or refund me. Their website says they give refund, but when I tried,to return my item, Car ID refused to refund my money.Desired Settlement: I would like a refund. I have been given the run around when talkin to Car ID, as I can see they have a lot of complaints online I don't think this is good business. I spent 119.00 dollars on some mats that I cannot use and I would love to receive my refund in full. thanks so much for your time.

Business

Response:

The reason this return is denied is due to the fact that the product ordered is classified as non-returnable. During the ordering process the client selected the option for the incorrect grommet setup for the vehicle. As an exception we offered to allow the client to field destroy the mats for 50% credit towards the correct replacement. Unfortunately the client declined.

Review: Purchased (4) new custom wheels from CarID, manufactured by [redacted]. Had the wheels installed onto (4) brand new [redacted] tires. All ordered to spec by/with CarID wheel specialist and from [redacted] specs on vehicle. Had the wheels/tires installed with [redacted] Automotive department. First time done, unable to balance all wheels to remove vibration in steering wheel. Second time, same result. Out of frustration, took vehicle to [redacted] to get tires balanced, same result, except they determined one wheel/tire would not balance. Took vehicle to dealer to force balance the tire/wheel in question. Same result, except this time dealer tire tech stated said new wheel and tire out of round. Purchased new tire, had installed at [redacted]. Same result, would not balance. Took vehicle out of frustration to a tire/wheel specialist in area, same result, technician stated this time though, tire was fine, wheel out of round, can't balance, suggest wheel replacement to resolve steering wheel vibration/out of round/balance issue on new wheel. Reported issue to CarID, provided all costs associated, and all documentation of tech noting out of round wheel. They will not replace, their response, "We found that there is no issue with the wheels purchased, so no warranty to honor."Customer Service/Support Info:CarID Order # [redacted]Product Issue/Wheel Complaint/Confirmation Number # [redacted]CarID Rep Name:Katerina VCustomer Care AdvisorCustomer Experience CenterPhone: [redacted]Desired Settlement: I want them to honor their posted warranty on defective product, and their e-mail to me from the customer service technician assigned stating they would replace the faulty wheel if I provided documentation of costs associated to resolve, and proof of wheel issue (out of round). I provided all detailed documentation, then they denied the issue existed.

Business

Response:

CARiD is more then willing to warranty any product of ours that falls under the specifications of the manufacturers warranty. In this case the test provided by the client shows the wheel being .25 ounces out of round which by industry standards is acceptable and nearly perfect. The client clearly wrote 25% out of round which is unfortunately incorrect, If a wheel was that out of round it would be there would be flat spots on the wheel. .25 of an ounce. is not a lot of weight by anyone's standard. The balance machine being used in the test shows the tech where to place the weight in order to make the balance perfect. The Technician needs to simply proceed and make the adjustment. The client has not been able to present documentation showing any of the wheels are defective. There are many moving parts to a vehicle that could cause vibration as well as the tires. Unfortunately with the evidence provided by the client there is no inclination that the wheels received are out of round in any way. Due to this we cannot prove to the mfg. that there is a defect to the wheels.

Consumer

Response:

I left you a couple of voice mails on this matter with my purchasing 4 brand new wheels and 4 brand new tires on a 2013 vehicle with only 28K miles at the time of the installation. CarID’s response on your website stating “close to/nearly perfect” for brand new wheel or tire is unacceptable on every consumer/customer service/warranty level. I purchased 4 new tires, one of them determined by the 3 technicians as “out of round”, [redacted] replaced the tire and I paid nothing for the removal/install, which is customer service and product warranty/quality assurance. In this case, [redacted] did not say, “no we won’t replace our found to be defective tire, due to the fact that when you purchased it, it was close/near to perfect so we don’t replace minor issue problem tires!” From the very beginning I have followed CarID’s instructions on what they need for warranty replacement. After they said “if you can provide info on the defective wheel, it will be replaced!” I sent them coverage/backup which showed since the install of the new wheels/tires (all 4), I had to go back 2x to [redacted], 2x to [redacted] , 2x to the dealer, and finally upon their request/demand for proof of wheel issue, a tire/wheel specialist, which stated on their receipt , that in fact, “the wheel was out of round” meaning after force balance, it can’t be balanced, thus the continued vibration on this defective wheel on 4 new wheels and tires on a $35K 2 year old vehicle. I provided all the receipts for my visits to [redacted], [redacted], [redacted] dealer, and [redacted] Tire Specialists. After my sending them all they came back with (CarID), we don’t see where you had it force balanced, therefore we can’t honor the warranty as we show there is no issue due to it not being force balanced. I then sent them the backup for the [redacted] dealer doing the force balance, and they came back with, “we need more proof of the issue”. Each time they bait and switch on what is/was needed to justify the defective/out of round wheel purchased. I even underlined the technician’s findings from [redacted] Tire stating “Wheel is out of round”…and they say, there is no issue with the wheel? Seriously?Then after sent them again, the proof of the force balance at the [redacted] dealer, they said they needed the name/phone number of the place where it was determined that the wheel was out of round, so “they could call them and talk to the technician”. Again, bait and switch. I called the Tire/Wheel specialist shop owner/manager, he said that nobody from CarID has bothered to call to get the facts on the out of round wheel or confirm their findings. His words, “they are bluffing and snowballing you to make you go away and keep that faulty wheel, its classic bad customer service!” I fully agree! Why didn’t they bother to call the location where they stated the wheel is out of round? Is it because they never planned to or that they don’t want the actual proof of it being a defective wheel to have to warranty/replace. What I explained to the customer service rep (Katerina) was, if this was not a wheel/tire issue for my $2000 spent on new wheels/tires, why then would I have been back to the technicians at 4 locations, 6x!? And on that note, why should I have to be spending hours and days, resolving a defective wheel matter, and spending my $, to get the issues on paper, all to have CarID, deny the issue exists? That I made all this up and a vibration on brand new wheel is “appropriate, and almost perfect is acceptable” for new product purchases?Please let me know what are the next steps on this matter to get this clearly defective (proof provided) wheel replaced. I am not looking to “return” the defective wheel, I am looking to exchange it for a good wheel, as Katerina’s mail attached, states they will do.For an auto parts/wheel company warranty to state, “Warranty invalid if the wheel is not in its original shipping container or mounted” is completely bogus. How would a customer know if a wheel is out of round/warped, by opening up the box and looking at the wheel? They know this, that’s why they are digging in their heels on their defective product received. Are these wheels not intended to be installed/mounted on a vehicle, and a tire? And when they are, they MUST be balanced, they know this too, and if found with that new wheel/tire balancing that the wheel is defective, which we did by 5 technicians, they must honor the replacement/defective product matter. They also can’t use the “time frame since purchase” argument, I started this balancing matter a week after purchase, as my receipts all show with the number of times it was in for balancing issues, and new tire purchase in the meantime during this process to try and resolve the defective wheel issue reflected. I also logged a purchase issue complaint with Car ID, attached as well. Thank you for your help.

Business

Response:

Again we sincerely apologize for the frustration this has caused. The information provided by the technicians the client is seeing is inaccurate. Please view the following article backing my statement: http://www.[redacted]/ . To quote the article "The usual factory spec for wheel roundness is .030-inch – thirty thousandths of an inch." If the technician is quoting .25 then they are unfortunately miss informing the client. Out of round also does not just refer to the wheel itself. The tire mounted on the wheel can also be out of round and we unfortunately do not have any data supporting or denying that this is the issue. Unfortunately the blame is put solely on the wheel. In order for us to warranty any wheel we need to ensure that the warranty is covered under the manufacturers provided warranty. In this case we would be submitting a false statement of the wheel being out of round and the manufacturer will deny the warranty. We have attempted to have the manufacturer make an exception in this case however they are unable to do so.

Consumer

Response:

I am getting almost “automated” responses on the Revdex.com response site from CarID and the manufacturer of the wheel. Nowhere are they referring to the [redacted] Tire Specialist finding that the new wheel was determined “Out of Round” thus can’t be balanced by any means, including Force Balance, thus the reason the Force Balance done at the dealership was unsuccessful the week before. They (CarID and the manufacturer) also provide no documentation/statement of their reading this receipt (as was requested/provided by me to them), nor do they confirm in their statement their saying that “They would phone the [redacted] Tire Specialist” and speak with the manager who was there the day of the Out of Round determination by their trained technician. If they have not done what they stated they would do, i.e., contact the place which determined the Out of Round finding on the wheel, and/or read the documentation noted where they noted this same finding; why are they denying this claim?Please see CarID’ s statement which again is false and they did not do as they said they would, I did provide the document from [redacted] Tire Specialist noting the “Out of Round” and why didn’t they call them for confirmation of this wheels faulty condition and therefore provide in their statement, proof of that call/confirmation? The don’t want to contact [redacted] Tire because they will confirm the wheel was defective verbally, its very clear here, they are sand bagging this defective wheel matter and provide no customer service/warranty on a brand new wheel.I have attached, again, proof of the force balance, which they said I didn’t do/provide, and proof again, of the technician statement of the wheel being out of round, the manager name/phone number, which to date, they have not called or confirmed receipt of these documents. Why? After we have had a wheel specialist reviewed what you sent us it was found out that there is no evidence of the road force performed. (NOT TRUE, PROVIDED [redacted] DEALER RECEIPT FOR FORCE BALANCE DONE, WHICH AGAIN WOULD NOT BALANCE THE DEFECTIVE WHEEL)What we see it is an invoice explaining the balance and re-balance but not the road force test. So please provide us a road force report and send us pictures of the results from the print out but also screen shots of the results real time, when the procedure is been performed. If you need any of our wheel specialist to clarify the request of the road force to your technician we will glad to do so, you can call us, or they can contact us, as well you can provide us the contact information and we will call them up. (NOT TRUE, THEY DID NOT CALL [redacted] TIRE SPECIALISTS AS THEY SAID THEY WOULD AFTER I PROVIDED THEIR RECEIPT, AGAIN, AND HIS NAME AND PHONE NUMBER)Please let me know what are the next steps, the ongoing vibration from the out of round wheel, will damage the balance of the front end of my vehicle. I didn’t purchase 4 new tires, and 4 new wheels to have a warped, vibrating wheel and steering wheel while driving due to their defective product which they don’t/won’t warranty or acknowledge is/was clearly defective.

Review: [redacted] I ordered a front bumper on 04oct15 from car id I called in to the sales department to arrange shipping and place the order I was told my order would arrive within 7 business days so I arranged the bumper to be sent to my home town to have my car fixed I requested leave from my unit and arranged appointments with a body shop .on 08oct15 I received a call asking for me to confirm my shipping info and was advised my order was delayed. I asked when my order would be shipped and was advised it wouldn't be shipped to the 14oct15 and I could call back then to get a estimated arrival date the only reason I chose car id and paid the 130 dollars just for shipping was the quick shipping time but that was a lie by the sales department this is now gonna cost me lots of time and money that I don't have on a military incomeDesired Settlement: The shipping should be re adjusted as I was paying for the bumper to be received by the estimated time frame of 7 business days the bumper will not be received for at least twice that now

Business

Response:

I apologize for the inconvenience, we actually refunded him in full the amount of $345.00 on 10/12. The order was ultimately cancelled by the clients request.

I ordered a car stereo, a dashboard mounting kit and a wire harness. I live chatted 4 carid employees to make sure that all of the parts would fit. After I spent 2 hours taking my whole dashboard out, my mounting kit didn't fit at all. Not only did I waste my time, I also managed to scratch my old dashboard and crack it. Now I'm trying to return the stuff they sent me and it's a pain. I have to take pictures, explain why I'm sending it back, and I have to tell them whether I want a replacement or a refund. I've been waiting for 3 days to hear back from them. Do not buy from this company.

Review: on 12/2/2014 I placed an online order for "in stock" items Carid.com took the money out of my Paypal account and did not ship items. on 12/23/2014 I called them and was told items would not ship till mid February. Told them I want my money back and asked what right did they have to hold my money till February? At this point they still have my money.Desired Settlement: I want my money refunded

Business

Response:

On 1/8/15, we had a conference call with PayPal because it appears that the Customer had an open dispute. During any open disputes the money is held up and we can't refund the Customer. We explained this to Ann/Paypal Representative who understood. On 1/9/15 the funds were released and a refund of $452.31 was back to Customer's original payment method. If I can be of further assistance, please let me know, have a great day.E

Consumer

Response:

Review: 10364131

I am rejecting this response because: Point is Carid held my money since 12/2/2014 and had made several promises that it was being refunded I finally had to file a claim with Paypal to get my money back over a month later. You can not take money out of someones account for an "in stock" item and then after the customer calls you several times you inform them it wont be in for 2 1/2 months. Thank you carid for a ruined Christmas present. Shame on your companys bad business practices shame on your lying customer service and shame on the people who would work at that company. Thank goodness for the decent people at Paypal who finally retrieved my money for me.

Regards,

Review: I purchased a front bumper tow hook cover for a 2002 Mercedes Benz C class, and the item I was sent does not fit. I have contacted the business and was asked to send pictures (which I did). The company refuses to refund me for the item or send me a new one without me first sending my item back to them. This is pointless, since one customer service representative already told me that they would send me a new one if I destroyed this one. I have had 4 different people contact me from their service department (Vicky Vit, Ashley Danov, Mary Devo, and Kristy Mar - who is the most recent and has obviously zero intention of helping me in any way) and I am still no closer to having a resolution. The company should be sure that the items they are selling are the correct pieces prior to selling them. I should not have to resort to filing a Revdex.com complaint to get them to replace a $25 piece in order to save a lifelong customer.Desired Settlement: I would like the correct item sent to me, or a refund issues so I can purchase the correct part elsewhere.

Business

Response:

Janice,We processed a refund in the amount of $20.61 on 8/13. Elizabeth GonzalezConsumer Relations Mgr.800-505-3274 x8761

Review: On 4/24/2015 I placed and online order which cost $516.92.

after 6 weeks the product was delivered to my house damaged, I immediately call and filed a claim and they sent me a return shipping label and picked up just the part that was damaged. I never received a new ship date for the replacement product and after 2 months and no new date set I asked to cancel the order and issue a refund for the remaining product because it was the mounting hardware specific to the piece that was damaged. The cancelled the order and emailed me a return shipping label and I sent it via UPS as instructed. Ups lost the package and I am still waiting on my remaining money to be refunded. I have emailed and called dozens and dozens of times and the only thing they can tell me is please be patient while they try to figure it out. 102 days later and I still can not get anyone to give me an answer other than please be patient. $306.68 was refunded on June 12. Very poor customer service.Desired Settlement: Provide the full refund that would be owed to me of $210.24

Business

Response:

A refund was applied on 8/11 in the amount of $210.24. I apologize for an inconvenience