Pro.Fit International

We have notified the customer that part of his order is no longer available and issued a full credit on April

We will issue this customer a refund once the product ordered is returned to us and we have confirmed it is unused and undamaged

Initial Business Response / [redacted] (1000, 12, 2015/11/25) */ We are now mailing the requested part for a second timeIt is unclear why the customer has not received his partShould we have to send yet a third, it will be sent COD to the customer Each part includes a notice of the changes in the parts providedIt clearly instructs the customer to request one of these by email Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/12/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did receive the part this weekHowever, I am not convinced that it is the second time that they shipped itMy shipping address is a UPS Store mailbox and all of my packages are logged in and held behind the counter until I pick them upI receive several packages a week and have never had one go missingI also get an email from the store immediately when a package needs to be picked up I sent emails on 10/13/and 10/15/requesting that the part be shipped to me (screenshots attached)To this day, I still have not gotten an email response or a phone call from Pro-FitI have attached screenshots of the emails that I sent, along with a picture of the box that my original order came inAs you can see, the box clearly states (along with their website) that the unit comes with a J-StemHowever, when the customer opens the box, they are greeted with a slip of paper that states that the J-Stem is not needed for most installs, but if you need one, you can contact Pro-Fit, and they will ship one for freeThey state in their Revdex.com response that the part can be requested by emailI sent two emails and called their office several timesEmails are not read/answered and the phone goes to voicemail every time a customer callsThis is not helpful if the customer doesn't have the part when doing the install So, after almost two months and a Revdex.com complaint, I finally received my J-StemI don't even need it anymoreIt took so long that I was forced to find another way to complete my installPro-Fit has the worst customer service that I have ever experienced Website edits are simplePro-Fit could simply change their website to state that the J-Stem is not included in the kit, but is available upon requestThey are deliberately misleading their customersAfter reading other Revdex.com complaints, it is obvious that my experience is not uniqueOther customers have had almost identical experiencesI am not happy with Pro-Fit's resolutionHowever I did receive the part that I requested and I consider my business with Pro-Fit complete It is my hope that this case contributes to a bad grade for Pro-Fit International

Initial Business Response / [redacted] (1000, 5, 2016/02/19) */ We have been in touch with the customer and told him we were checking into a solutionGiven this is a custom bracket and custom application it requires us to have the identical vehicle in our shop to test fit and evaluate an appropriate solutionSince we do not have this customers vehicle sitting in our garage we must find a match, get access to it, then provide a solutionUnfortunately this does not happen in hours as many customers would likeThis is the nature of our business and often times will take longer than customers feel is appropriateWe will notify the customer as soon as we have determined a solution Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please provide proof that you have sent me this information in an emailYou have not returned any of my phone calls nor have you emailed me back with this type of informationI have left numerous messages and numerous emails with no respond from youI can provide all the emails I have sent to youPlease do the same showing all of us where you told me about needing the same truck in your shop to evaluate the situationI have never of of this beforeI also emailed and called and left messages on how to get a full refund and again no response for you Final Consumer Response / [redacted] (2000, 11, 2016/02/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) As much as I don't want only 75% of my money back this has gone on way to longI have asked several times how to get a full refundWith no answerNow you are only giving me 75% of my money back and I still don't have a holder that worksGreat customer serviceThat's sarcasmI will take the lossThank for nothingHowever thank you Revdex.com for helping me get in contact with this poorly run business Final Business Response / [redacted] (4000, 9, 2016/02/29) */ It is not our business practice or policy to detail our every step required to test fit mounts in vehiclesWe have generated custom mounts for more than yearsWe follow very strict procedures to assure the solution for what the customer is requesting is done right and will be a solution that is not a one-time fixThis takes timeClearly this customer wants something immediately and is not interested in waiting for an appropriate solution We will refund 75% of his purchase as we have spent several hours in efforts to source a vehicle like his to remedy the issueOur cost to do this is has been more than his entire purchase