PRO Car Studio

We understand the customer's frustration with this situation, but in reality this particular return is very straightforward and the customer should have no issue getting their money backTo make a long story short, the customer's son purchased a set of coilovers for their without her permissionThe customer promptly emailed us once the items were received, letting us know they needed to return themAs part of our returns process, we require that customers verify the condition of the parts before sending anything back to usOn 3/28/2016, the customer confirmed over email that the parts were in brand new condition and never installed, and the next day provided us with photos showing the boxes were damagedWe inspected the photos and determined the boxes were definitely in good enough condition to send backThe picture the customer provided in this complaint is just one of the "inner" white boxesA larger outer box surrounds these inner white boxes.In any case, the customer used a UPS Store to package and send the coilovers back, with tracking # 1ZFY [redacted] When we received the shipment on 4/4/16, the coilovers were badly damaged and definitely not in new conditionAt first, it appeared if they had been installed, but upon further analysis it was clear that the coilovers were not packed properly and the individual metal parts (like the spring isolators) bounced around in the package and caused all sorts of dents, dings, and marks to the shock bodies and springsSo, the bottom line is we received damaged parts and customer confirmed they were brand new right before shipping them backThus, the parts were damaged in the return shipmentLuckily, it appears the customer did insure the return shipment as we recommended, and she should have no trouble getting reimbursed by UPS for the shipping damageAs of 4/8/16, the tracking # of 1ZFY [redacted] shows that she already file a claim with UPS.Just to be clear, if this return was a result of ANYTHING that was our fault (wrong product, mis-advertised, defective part, etc.) then we would have completely paid for return shipping using our own UPS account and we also would be able to take care of the damage claim and refund the customer in fullIn this case, the customer and the UPS Store must complete the damage claim since UPS will be submitting the reimbursement payment to them.Best Regards,PRO Civic Customer Care

Hi Z***,After reviewing your complaint and the notes already available from our Returns Department, I've determined that we will make an exception in this case and grant you the full $refund, plus pay for return shipping on this productNormally we require some sort of proof or evidence that a part does not fitAlso, it is very unlikely the part you ordered is defective since it is made from flexible material that will mold itself to the shape of your front bumperThe only real issues that can come up are if it is not installed properlyAs stated by our Returns Department already, we do have a YouTube video showing the best method of installing this product: https://www.youtube.com/watch?v=C24z9_G1HPYIt sounds like the shop you took it to did not push the lip against the car when they were dry fitting the installThis can make all the difference - as the best fitment results from having the holes drilled with the lip pressed into the correct position.I'll have our Returns Department email you an RMA # and pre-paid return labelLet me know if you have any other concerns we haven't addressed

Complaint:
I am rejecting this response because:I am rejecting this response because: I sent procivic.com the above pictures, and many more, regarding the return before the item was sent back to the companyThey asked if the parts were damaged, they didn't look damaged to meThe pictures they sent to me was a perforated label on one coilover and a few minuscule marks on the thread of the same coiloverIf this is considered damage, it was from the shipping when they sent the product to me I didn't even notice this on the parts until they brought it to my attentionHowever, they refused to pay to have the parts shipped back, and once they received the parts, they claimed they were damaged and accused us of installing themThen they accused UPS of damaging them during shippingI can assure you, the the parts were placed back into their bubble wrap and individual boxes, and placed back into the large black box securelyAlso, the damages done to the box was further secured with a lot of strong packing tape.When Procivic received the box, it did not show any further damages done to the outside of that boxProcivic showed me a completely intact boxThat was itNo evidence of the box being further damagedWhen I tried to discuss this with their staff, I was promised by S***, a manager, that he would definitely call me back the next dayInstead, S*** blocked my number, my house number, my mother's number, my father's number, and my brother's numberThis is an admission of guiltThey don't want to be bothered with Fedex paperwork, and they are pushing the damages onto meThe company has used unethical business practices to not settle a disputeA reputable business would not behave this way I am not even sure that the pictures they took of the "damaged" parts were from my box. Procivic should be filing a claim with Fedex since Fedex shipped the parts from Procivic to meInstead, Procivic told me to file a claim with Fedex, and I didI later found out from Fedex that Procivic will be reimburse for the damages and not meThen Procivic told me to file a claim with UPS through an email because they refuse to speak with me to settle this complaintSo now Procivic has the parts back, the damages will be refunded by Fedex to Procivic, and they refuse to reimburse me my $In addition, it cost me another $to ship the product backThis is a very unethical company that practices return scamsI am asking them to reimburse me my $plue the $for shippingThis is not settledUnfortunately, the Revdex.com system won't let me sent all the photos I sent to Procivic. Regards,P*** ***

Our original response still holds: this whole issue is simply a matter of shipping damage on the return shipmentHere is one thing to note about the customer's responseShe states that "They asked if the parts were damaged, they didn't look damaged to me" but then shortly after says "If this is considered damage, it was from the shipping when they sent the product to me." Those statements basically contradict eachotherOne other thing we just want to mention is that the damage is not minuscle at all - the physical threads on the coilover shock body have small chips in them which will prevent them from functioning properlyEven if the damage was cosmetic only, we could still not sell these itemsNo customer would be ok with receiving coilovers in this condition.As noted in our original response, the customer should be filing a claim with UPS, not FedExFedEx shipped the product TO the customer, and the customer used UPS to ship the product back to usThe customer acknowledged over email and right here in this complaint that they did not see any damage on the coiloversIf FedEx did somehow approve this claim, even though the customer noted there was no damage upon receiving the original shipment, then FedEx would reimburse us and we would in turn reimburse the customer

We understand the customer's frustration with this situation, but in reality this particular return is very straightforward and the customer should have no issue getting their money back. To make a long story short, the customer's son purchased a set of coilovers for their 2009 without her...

permission. The customer promptly emailed us once the items were received, letting us know they needed to return them. As part of our returns process, we require that customers verify the condition of the parts before sending anything back to us. On 3/28/2016, the customer confirmed over email that the parts were in brand new condition and never installed, and the next day provided us with photos showing the boxes were damaged. We inspected the photos and determined the boxes were definitely in good enough condition to send back. The picture the customer provided in this complaint is just one of the "inner" white boxes. A larger outer box surrounds these inner white boxes.In any case, the customer used a UPS Store to package and send the coilovers back, with tracking # 1ZFY[redacted]48012. When we received the shipment on 4/4/16, the coilovers were badly damaged and definitely not in new condition. At first, it appeared if they had been installed, but upon further analysis it was clear that the coilovers were not packed properly and the individual metal parts (like the spring isolators) bounced around in the package and caused all sorts of dents, dings, and marks to the shock bodies and springs. So, the bottom line is we received damaged parts and customer confirmed they were brand new right before shipping them back. Thus, the parts were damaged in the return shipment. Luckily, it appears the customer did insure the return shipment as we recommended, and she should have no trouble getting reimbursed by UPS for the shipping damage. As of 4/8/16, the tracking # of 1ZFY[redacted]48012 shows that she already file a claim with UPS.Just to be clear, if this return was a result of ANYTHING that was our fault (wrong product, mis-advertised, defective part, etc.) then we would have completely paid for return shipping using our own UPS account and we also would be able to take care of the damage claim and refund the customer in full. In this case, the customer and the UPS Store must complete the damage claim since UPS will be submitting the reimbursement payment to them.Best Regards,PRO Civic Customer Care

Complaint: 11314610
I am rejecting this response because: my original response still holds true. The box was badly damaged either from Procivic's warehouse, or in transit to me from FedEx. If Procivic.com considers this damage, it is on them to file a claim with FedEx and refund me my money. I sent 15 pictures attached to several emails to Procivic's return department, and after seeing the horribly damaged boxes, I was still told to pay for shipping (96.00) to send them back. Procivic knows from the condition of those boxes that the product was damaged either before it was shipped to me, or from FedEx. Also, I am not so certain that the picture of the coil-over was from the box I sent back. This company has been unethical to deal with, and not forthcoming with information, and lied about calling me back, that I feel they took a picture of a damaged shock they had on its shelf and said it was in the box.In addition, the company has provided no further images of the box showing additional damages. In fact, I asked for further pictures, and the few pictures they provided to me were of the outer box only, and it was still fully intact showing the re-enforced areas (damaged box)  that I secured with packing tape. I submitted pictures of the outer box and the 4 inner boxes all showing sever damage. They have yet to respond about those pictures that I sent to them. The company keeps insisting the product was damaged on the way back to them, but fails to provide adequate proof.  And at this point, I don't trust anything they do.Also, the company only showed me one picture of one shock that was considered "damaged." There were 4 coil-overs in that box. No damage was shown of those coil-overs.  But I'm sure, Procivic will suddenly say all 4 coil-over are damaged. Again, Procivic, has my $575.00, the coil-overs, and a FedEx claim that I initiated after the company's customer service told me to do so, which was before I sent them back to Procivic. The FedEx claim will be issued to Procivic.As the consumer, I did everything right as instructed by Procivic, and in good faith, and sent the product back. They never followed up with a phone call, like Steward claimed he would after the investigation. And during that last conversation I had with Steward, I asked to speak with the owner, and he refused. Shortly after he hung up, our phone numbers were blocked so no further settlement could be made. A reputable company would try to settle this amicably and restore good faith in the company.This company has manipulated me throughout the shipping and return process and refused to take any accountability in the matter, or give me my money back. If they were so ethical, they would have refunded me my money, and took care of the company's own damage claim. So far, the company is only capable of passing blame and taking my money. Procivic, insured the box before it was shipped to me. They should refund me my money, and deal with FedEx, or put in a claim with the company's insurance policy. In addition, I have been seeing other similar complaints about this company on other websites. And I have sent the Revdex.com all the original pictures that I sent to Procivic. There is no disputing, if damages were incurred, the damaged box was either shipped that way, or FedEx damaged the box, which resulted in a damaged product. I expect my $575.00 refunded plus the $96.00 for shipping that Procivic should have incurred.

Hi Z[redacted],After reviewing your complaint and the notes already available from our Returns Department, I've determined that we will make an exception in this case and grant you the full $156.02 refund, plus pay for return shipping on this product. Normally we require some sort of proof or evidence that...

a part does not fit. Also, it is very unlikely the part you ordered is defective since it is made from flexible material that will mold itself to the shape of your front bumper. The only real issues that can come up are if it is not installed properly. As stated by our Returns Department already, we do have a YouTube video showing the best method of installing this product: https://www.youtube.com/watch?v=C24z9_G1HPY. It sounds like the shop you took it to did not push the lip against the car when they were dry fitting the install. This can make all the difference - as the best fitment results from having the holes drilled with the lip pressed into the correct position.I'll have our Returns Department email you an RMA # and pre-paid return label. Let me know if you have any other concerns we haven't addressed.