Onyx

Complaint: ***
I am rejecting this response because:
The ***
dispute was instituted because of the delay in issuing the refund, not a cause of it Saying your sorry does not explain or excuse the number of complaints in the Revdex.com files for this type of issue with them There has to be someway of making sure *** changes it's corrupt business practices to prevent this same type of deception from continually occurring over and over
Regards,
*** ***

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***
Regards,
*** ***
There needs to be a constant monitoring of inventory if inventory is that lowHaving consumers or customers wait that long is unacceptableThe point of the ordered was not to be back ordered, but to be in stockAs you can see the business did provide the correct informationThe business did have me wait a month for the item of purchaseThe item was still not received and requested that I wait an additional monthI payed for this item to be delivered within reasonable time not to be delayed several monthsI am still currently waiting for the money to be credited to my account

I left you a couple of voice mails on this matter with my purchasing brand new wheels and brand new tires on a 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 new tires, one of them determined by the technicians as “out of round”, ***/*** replaced the tire and I paid nothing for the removal/install, which is customer service and product warranty/quality assurance. In this case, *** 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 replacementAfter 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 ***, 2x to *** , 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 new wheels and tires on a $35K year old vehicle.
I provided all the receipts for my visits to ***, ***, *** dealer, and *** 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 *** 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 *** 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 *** 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 $spent on new wheels/tires, why then would I have been back to the technicians at 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 replacedI 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 doFor 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 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

I am rejecting this response because:Merchant
stated that refund would process is to business days from September 27thMerchant stated: "As a follow up, I noticed the refund in the amount of $processed on 9/27/Please allow 3-business days"As of October 3rd, 2015, over business days later, no refund has been received ONYX has some major internal operation hurdles to overcome before they should be considered an A+ accredited Revdex.com business

Complaint: ***
I am rejecting this response because: The warranty is months from the manufacturer, the 1st set of headlights were found to be defective after days, the second set months, same issue. CARID did not disclose the products they sell have a 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 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 years!
Regards,
*** ***

***
Please find his email stating he how he wanted to proceed and we did as he asked.
He stated, "Even swallowing the shipping on your end would be a step."
No further refunds are due to him*** ***
Consumer Relations Mgr.
*** ***

RE: Seat Covers***,In reviewing the order, I noticed the customer requested to return the item for a full refund on 1/5/We then submitted a request to the manufacturer for an authorization numberOn 1/9/15, we received the authorization and sent an email to the
customer of the return authorization and the return label. On 1/16/15, the manufacturer received the item per UPS tracking # *** then once they process the return it has to be inspected.Upon final inspection on 1/20/14, we received the credit and refunded the customer the full the amount of $169.99. I apologize if the customer felt we caused a delay in the refund, however you will find we did everything according to the time of item being received per *** at the manufacturer. *** ***Consumer Relations Mgr.###-###-####

***,According to the pictures, the manufacture sent out two different types of wheelsWe are rectifying thisFor the inconvenience we are willing to provide a $gift card which he feels is not sufficient.We already gave him free shipping on this item., the $gift card
is sufficientThe total order was $I apologize but the offer remains. *** ***Consumer Relations Mgr.*** ***

As of 7/client was refunded $ Below is the transaction ID of refund
07/24/- 05:19AM
ALL
Customer refunded $as per note above (tr ID ***)notification sent

The order was placed 6/1/Today it is 6/16, On 6/we received a call and explain the estimated ship date was 6/8, he was ok. On 6/we received a cancellation requestOn 6/10, we received confirmation from manufacture order was cancelled.On 6/money received from manufacture
and refunded client $384.27.We always provide an estimated ship date based on manufacture availabilityYou will find we did request and process his concern without delayI certainly apologize for the delay in his order

We are sorry fort he issues with the headlights these lights do come with a month manufactures warrantyThe client never contacted CARiD within the warranty period CARiD is willing to work with the client in acquiring a new set of lights
class="telerik_paste_container" "border-width: 0px; position: absolute; overflow: hidden; margin: 0px; padding: 0px;">

I apologize for the inconvenience, as of 8/3/we have refunded a total of $ with transaction [redacted] and
rel="nofollow" class="text bold" target="_blank" "Open Sans", Arial, sans-serif">[redacted]

We sate on the website that this item only fits certain OEM part numbers.
Replaces Original (OE) Part #:
class="prod-oe-expand-wrap" " margin: 8px 0px 0px; padding: 0pxOpen Sans", sans-serif; border: 0px; background: rgb(255, 255, 255);">[redacted], [redacted], [redacted], [redacted], [redacted] I do not know what [redacted] informed him, but as far as we can see from our manufacturer, it's not a discontinued itemWe do not ship out incorrect parts just for the sake of making a sale eitherWe have a day return period for this item, and we're almost a year from his purchase dateThis was delivered to him on 9/23/At this time we are unable to take this part back as a return

Complaint: [redacted]
I am rejecting this response because:  I don't...

believe the wheel locks are being manufactured, I believe its the rim company is on back order. If Im just waiting on wheel locks please send the rim first. 
Regards,
[redacted]

Good morningI apologize for the confusionWhat you received is a confirmation that your cancellation request was processedAn order is not confirmed as canceled until the manufacturer confirms itIn this case the cancellation was denied because it had already shipped.
class="help-center-h3" " background: rgb(255, 255, 255); margin: 0px 0px 12px; padding: 0px border: 0px;">ORDER CANCELLATIONS

The client had worked with one of our client services representatives. The following email was sent to the client:
"I may have a way to work around it for you to still keep it with [redacted] requirements for the refund. The return and RMA paperwork is only for 3 tires right now, but I can...

change it to 4 for you so you can send back all 4. I can only provide you with 3 return shipping labels though. The 4th tire you would have to pay for the return shipping back over to us when you send the tires back over to us. It will be sent over to us and all 4 tires will be reviewed. They will identify the defective tires and if they find the 4th tire is defective I can refund you for the tire itself. If the forth tire is declined from the warranty I would be able to just scrap the tire here for you and get you a partial refund of $80 from CarID. This is the only way I can work around Nitto for you to help accommodate for this issue. Will this be ok for you?"As a result of this email, the client has accepted the offer and the issue has been resolved with both parties

Ordered a set of headlights for my jeep on Nov 8, 2016. Received in a couple weeks but didn't even fit the model of jeep I have. Contacted customer service and they said they merely sell the lights, not any adaptive brackets although they were marketed for our year model. Also ordered a set of headlights for a chevy pickup the same day, Nov 8, 2016. They were supposed to be a Christmas present for my son. The shipping date kept getting pushed back until they weren't going to be delivered on time. I cancelled the order 2 days before Christmas. I do not see how the Revdex.com can give this company an A+ rating when there are 95% negative ratings.

The above consumer actually has four orders which is returning all items. She is...

requesting full refund, which is being reviewed, however, we sent her 4 return Labels for each order and she sent in two return labels for all items.
This creates a problem when it's different manufactures, fortunately for her, it was all the same manufacturer. We are waiting for the manufacturer to confirm quality of the items to refund the customer.

The first part of the refund was issued on 12/7/16 in the amount of $144.70. The client was advised several times that the other item would be refunded when it showed movement back. It still does not show that movement. However an exception has been made and the remainder of the refund has been...

issued today in the amount of $518.54 for a total refund of $663.24.  
Date
Amount
Transaction Id
Transaction Type
Transaction fee refunded
Product
Note
2016-12-22 10:55:02
518.54
[redacted]
Refund
17.11
[redacted] (shipping) / Placed on other web site, by [redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, but only under the agreement that the price will remain the same, regardless whether or not the manufacture raises their prices in the future. I would also like to know how you plan on keeping up with this item to be able to inform me when it becomes available.
 I still feel that I shouldn't have to pay for this item at all, but will accept this only if you agree to these terms and send it to me in writing, besides this email. 
Regards,
[redacted]