PRO Import Tuners

Complaint: I am rejecting this response because: first the item was never installed, I stated to them multiple time that they were not installed when I filed the claimAlso the item is not able to be used at it's full potential because the item had a deep scratch that would not allow me to use them properlyI do take the comment that was made about "cosmetic damage" very offensive! If the product only had cosmetic damage I would not waisting my time e-mailing them and sending this complaint to the Revdex.comI really hope this can be seen by the customers that shop with this company, due to the lack of customer service and honesty this company provides Regards, [redacted]

***We have a recorded phone conversation from December where you said it was installedWe even had detailed notes saying that "He did already have them installed because he 'had to' and his old suspension was blown"I am very sorry that the damage was missed and a damage claim was not filed in timeOur previous response still holdsAgain, in this case we are offering to take a loss and ship you replacement parts for below our cost, and we're even willing to not charge you shipping for them, even though that is going to be a loss for us as wellThis is the special order link I referred to in the previous response, and it is still live and ready to be used

Hi ***,
We apologize that you are so frustrated with the service we've been giving youManagement has reviewed your case and decided to reimburse you for return shipping on this returnYou will be getting a full refund on the part as wellEven though we know this spring set
will work with your vehicle, Eibach does not officially catalog it for the cylinder, even though other manufacturers doThe engine weight is not really an issue since the cylinder Eibach Sportline springs will be stiffer than your factory cylinder ones anywaysEibach does make Pro-Kit springs for your vehicle, but it is part and will not be as stiff as the Sportline ones you ordered
You will be getting a pre-paid shipping label shortly via email
Regards,
***
PRO Import Tuners Customer Care

I've recently purchased a set of coilovers from proimporttuners. After placing my order friday, I received a call informing me that the coilovers I had originally oddered weren't in stock and I was told they would be in a week later. They asked if I would like to re select. I said yes. Called back with my re selection which came out to be almost $100 less than my fist selection. Dont know how much that effected my order but they told me those werent in stock either and would be on the same shipping order as my first selection. Ironically I wake up the very next day and the re selected coilovers were at my door. Hmm. Had a professional tech to install coilovers along with a master tech to assist and they both said the coilovers dont fit without doing cutting to my frame. I told them not to cut anything and I would return the coilovers. Its been almost a month of trying to return these coils to Bill in the returns department. He is giving me the runaround and asking me for information regarding my order that he already has and wants to charge me 15% (about $100) to return them. As a 1st time customer thats hardly fair. Especially bc of something that was out of my control such as cutting my vehicles framework. I would NEVER recommend this company to anyone. They seem like they just want your money and Bill in the returns department will see to it that they at least get the 15% out of you. Still waiting on my return.

Unfortunately in this situation the customer is
mis-representing what occurred. Here is the time line of events:
12/4/14...

Customer took delivery of coilovers (FedEx
6[redacted]71).
12/8/14 Customer Called in upset. He said he had received
damaged coilovers but also stated he went ahead and installed them, eliminating
the option of filing a damage claim. We asked him to email in pictures to our
Returns Department to see what options were available to him.
 
After this, it there was quite a few back and forth emails
to try to sort out what could be done. In the end, we were able to offer the
customer replacement rear shocks (the parts that were damaged) at below our
normal cost. Megan Racing (the manufacturer of the parts) authorized this, and we sent the customer an email
confirming this with a special link to order the replacement parts.
 
On 1/18/15 we deleted our return issue because we had not
heard back from the customer and he had not purchased the replacements.
Again, this is an unfortunate situation because if the
customer had not installed the parts, we could have filed a damage claim and
the customer would have received brand new replacements at no cost. This is why
we warn customers multiple times throughout the checkout process, including on
the Order Confirmation email that: "YOU MUST NOTIFY US IMMEDIATELY IF
ANYTHING IS WRONG WITH YOUR SHIPMENT (damaged, defective, wrong item, lost
package, etc.). Otherwise, we may not be able to properly address the situation."
In this case, there was just nothing else that we could do. Ultimately, some responsibility
does lie with the customer to inspect the items received before installing. A
professional installer also would have noticed the damage and notified the
customer of it.
However, the good news is that, after reviewing the pictures
of the damage, it is quite minor and looks like it will not affect the adjustability of the rear suspension. In other words, from what we can tell, it
is simply cosmetic damage. If the customer still wants to order the replacement
rear shocks at the special price approved by Megan Racing, the link we provided
him with is still valid and ready to be used.

Complaint: 10454014
I am rejecting this response because: first the item was never installed, I stated to them multiple time that they were not installed when I filed the claim. Also the item is not able to be used at it's full potential because the item had a deep scratch that would not allow me to use them properly. I do take the comment that was made about "cosmetic damage" very offensive! If the product only had cosmetic damage I would not waisting my time e-mailing them and sending this complaint to the Revdex.com. I really hope this can be seen by the customers that shop with this company, due to the lack of customer service and honesty this company provides.
Regards,
[redacted]

spoiler was garbage.was not level.had spider cracks.my paint and body man said he wouldn't put on any car.couldnt believe what a piece of junk.I sent it back and paid for return shipping and they said it was in fine shape.must have looked at wrong one.would not give any money back for shipping this piece of junk.recommend you to shop elsewhere.

Review: I was very excited to purchase the 09 Nissan Altima Coilovers from Megan Racing through this company Pro Import Tuners. When I finally receiving the Coilovers at my front door. I soon found out after unboxing the package, the coilovers were damaged. I called the next day to make the return to proper department. Three days after finally calling and speaking with receptionist, she explained to me that I would need to have a case created in the returns department. Finally, I met the most unprofessional returns agent in my life! I explained to him many times what was going on. I also sent pictures to him. The agent Frank had the nerve to tell me that it is very possible that I made the damage to the item. He also stated to me they do not actually open to check if the packages are in working condition, they just scan them in and have it processed to the shipping department. After arguing with him many times through e-mail, he writes to me that I could purchase the part that is damaged at a lower rate then retail. He also states to me that I would need to pay the shipping charges. Frank did not attempt to call me and speak with me in regards to this matter. He would just argue through e-mail. I have asked Frank many times if he could have his manager give me a call, so I could try to resolve this matter with someone else (anyone else). I do not believe that this agent Frank was doing his best to help me (the customer) with this mistake that his company made. This entire process has taken more then three months now! The company does not check to make sure your product is working properly.Desired Settlement: I do not believe that I should be paying for any parts or shipping charges. I would want the parts purchased and shipping paid for on behalf of pro import tuners.

Business

Response:

Review: Placed an order with the proimporttuners.com website for a timing belt and water pump kit. The kit was a claimed direct fit for my car. Upon receiving the kit I noticed the water pump portion was not a direct bolt on for my car. I contacted the CSR at Pro Import Tuners and was told the part was indeed a direct fit according to their vendor. I then brought the new water pump from Pro Import Tuners manufactured by Gates to my local Subaru Dealership and was told the part is indeed incompatible. After reaching back out to Pro Import Tuners I was told "the only reason the dealership says it will not work is because then they can sell you an overpriced pump" I then went on to bring my OEM pump to NAPA along with the unit provided by Pro Import Tuners and was again told that this part is incorrect and NAPA was able to look up the correct part after I gave the same basic model info to them that I had originally provided to Pro Import Tuners (going forward PIT).PIT is still claiming the part is a direct bolt on and that I can "Cap" the unneeded portion which when I brought this idea up to NAPA and Subaru I was told this is not recommended as it creates an unnecessary failure point. I asked PIT if I could return the defective pump in exchange for credit and was told they'd give me 50 USD back but could not pay anything more (the correct water pump cost 160). So far I've lost drive time in my car, many hours speaking with local ASE certified techs and parts reps. With no real resolution. All I asked is since PIT has failed to check their fitment guides correctly that they cover the cost of the replacement water pump.Desired Settlement: Would like the cost of the correct pump applied to my credit(165 USD receipt available upon request). I would be more than happy to ship the non compatible part back with tracking info back but need a confirmation from PIT that they would be willing to do this.

Business

Response:

On 05/19/2013, the customer, Charles Riedel, bought a Gates Timing Belt Component Kit (w/ Water Pump) from us for his 2009 Subaru WRX. This products consists of multiple parts. On 5/31/2013, we received a complaint from the customer concerning just the water pump (part of the kit). He claimed it was not designed for his particular vehicle. We were able to verify with the manufacturer (Gates) that the customer did receive the entire correct kit for his vehicle. We also double verified this information on the newest Gates application sheet. The problem is one of expectations: the customer was expecting a perfectly "plug and play" solution, but this product is really designed for performance driving or race use. The kit we sold to the customer is the ONLY Racing kit that Gates makes for his vehicle. On some vehicle applications, such as the customer's one, the 3rd outlet on the water pump needs to be "capped". The water pump was designed this way by Gates because it is sold as a "Racing" product and most customers will want that 3rd outlet in place because it is normally used for an oil cooler (either an aftermarket or OEM one). So, we understand the customer's frustration, but he was sold and received the correct product.

The customer went ahead and installed the other parts of the kit and bought a Subaru OEM water pump for $160, and had that installed too. He did not first contact us to let us know he was doing this. Now, since the customer has installed all the other parts of the kit except the water pump, we can obviously not take back the whole kit. Even though we sold the customer the correct kit, we are willing to refund the customer the entire value of the Gates water pump that came with the kit. We will pay for return shipping as well. The refunded amount would be $83. You can verify on our site (http://www.proimporttuners.com/parts/subaru/impreza-gates-racing-timing-compone...⇄ that the price difference between the "(Racing Timing Belt)" kit and the "(Racing Timing Belt) (With Water Pump)" kit is exactly $83. We cannot refund the customer for the $160 Subaru OEM water pump because it is made by a different manufacturer (Subaru) and has an entirely different cost and parts markup associated with it. The Gates parts are priced very competitively and Gates keeps their manufacturing costs low as well. Hopefully the customer can appreciate this and is ok with this solution.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9565054, and find that this resolution is satisfactory to me. I would like the business to contact me at my cell (###-###-####)or by email to set up the RMA for this item.

Regards,

Review: I ordered a Takeda air filter for my car (2012 Mitsubishi Lancer SE) they told me that this would fit my car. When I received it the box said the filter was an (aFe filter not a takeda which is what I ordered, im not sure if thats the same company?) I went to install it and realized that it was slightly too big. I did some research and found some forums on people have the same issue as me. Here is the link:http://www.evoxforums.com/forums/showthread.php?t=42587I called and emailed them, and they said to send a picture showing the issue, and they would get it replaced. So I did. Then they said "Because it was a 'special order' that it can not be returned." I told them all I wanted was a different filter or my money back and had no problem upgrading to a better one. They had no response. A day before I ordered a $350 exhaust system that fit just fine and I was super happy with, and they can't make a returning customer happy over a $70 air filter. I told them I want my money or exchanged for a different filter that fits, and they said sorry we can't do that. This company doesn't stand by their products and now I have a $70 air filter that doesn't fit my car.Desired Settlement: I want a new air filter from a different brand or upgrade to a better one. I don't mind paying the difference. I just want it replaced.

Business

Response:

The customer did not need to file this complaint. We have been in communication with him through this whole return process. We are taking the return on the air filter he ordered, even though it was a Special Order item that we normally do not stock, and we ordered it just for this customer. Normally in this type of situation, we expect customers to research the fitment of the part. That said, we have no problem taking the part back for a refund or store credit. We're currently waiting for the customer to respond to our latest returns email (sent today at 2:15PM from returns@[redacted]). We also called and left him a voice message.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9582552, and find that this resolution is satisfactory to me.

Regards,

Review: They are selling eibach lowering spring for a 4 cylinder and telling people they will fit a 6 cylinder when main company says they have diffrent part numbers for a reason. This is a serious issue due to someone crashing and seeing these people because they say they will fit a 6 cylinder it will be they are heavyer then 4 cylinder model.they haven been rude and say oh we did our own testing and they will work , who are they there not the company that made them and tole me there wrong. Basically false advertisement and people could be at risk or die from this.please contact them and fix . Also wants me to pay for shipping thro ups or FedEx only with insurance is this a joke ? Brandon bower 6xxx-xx-xxxxDesired Settlement: Eibach proline kit 4.4041 is correct part number from them .they said would refund but I want right product !

Business

Response:

Hi [redacted],

We apologize that you are so frustrated with the service we've been giving you. Management has reviewed your case and decided to reimburse you for return shipping on this return. You will be getting a full refund on the part as well. Even though we know this spring set will work with your vehicle, Eibach does not officially catalog it for the 6 cylinder, even though other manufacturers do. The engine weight is not really an issue since the 4 cylinder Eibach Sportline springs will be stiffer than your factory 6 cylinder ones anyways. Eibach does make Pro-Kit springs for your vehicle, but it is part 4041.140 and will not be as stiff as the Sportline ones you ordered.

You will be getting a pre-paid shipping label shortly via email.

Regards,

PRO Import Tuners Customer Care