SD Truck Springs

Hello [redacted], I just received notification of the Revdex.com complaint. Firstly, I sincerely apologize on behalf of the entire company and in particular the two individuals that you dealt with. I tried calling you but was unable to get through. There is no excuse or tolerance at this company for poor...

customer service. While this manufacturer has several items currently on back order, as per company policy and protocol- you certainly should have been kept up with communication better and offered the option of a refund until available. We do not hold credit card information and then capture (pull funds) at a later date for security reasons, however we can refund money and notify upon availability. Additionally for informational purposes, we are decently large US based corporation, employ many people and occupy over 20,000 square feet of office and warehouse, as well as five remote warehouses country wide. Since the item you ordered is not very popular and for an older model vehicle, industry wide and even in distribution it is not considered a “stocking” sku, we still offer and dropship older sku’s in an effort to accommodate all truck owners. As a gesture of apologies I would like to refund you your money and keep the order going out to you regardless. Unfortunately Daystar is closed today but I can call and ask for an eta as soon as tomorrow. I have checked several distribution channels and none of them have this part in stock either. Additional to that, I cannot find another manufacturer to offer. Please call me back at your earliest convenience and let me know what you wish to do and I would be glad to accommodate.

SDTruckSprings denies the allegations in the complaint in their entirety.  The customer hascomplained that one of the two products was used.  That is not accurate.Firestone Industrial Products, the manufacturer of the products sent tothe customer, has confirmed that the products shipped were new andunused.  Nevertheless, SDTruckSprings has offered to replace the productor refund his purchase price upon return of the purportedly usedmerchandise. As of now, the customer has declined this offer.  -[redacted]

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 and the matter has been resolved.
Sincerely,
[redacted]

My Load Lifter 5000 air bags are working extremely well, with 57 gallons of gas and 40 gallons of water my 23ft. RV is very stable and smooth it's as if the tanks were empty . Thank you Kenneth for getting me a very good suspension upgrade it is unbelievable how well these bags work and they bolt on with no hassle, great price too.

Review: On July *, 2015, I ordered the DEI-2550 Firestone Airbag Kit from [redacted] for my 2010 Ford F-350 King Ranch 4x4 DRW truck. I also ordered an air compressor to use for inflation of these airbags via wireless remote. The total order cost was $630.00 (Six Hundred Thirty Dollars) and was charged to my [redacted] Every Day card ending [redacted]The dispute investigation reference number is [redacted].The shipment was delivered on July **, 2015 via interstate commerce.I am 59 years old, have had ten heart surgeries, including triple bypass. I asked a neighbor who is a mechanic and United States Navy Submariner if he would assist me with installing the airbags and compressor.Today, July **, 2015 was the first day my neighbor had off to assist. As with most expensive items I order on line, I video taped opening the boxes in the event there was any damage or other issues with the order.Please view the videos at the links below.What I received was a returned and repackaged kit, and we do not even know if it has all of the parts. The two videos show my neighbor and I opening the boxes, which proves that the kit that [redacted] sent was obviously previously sold, returned and re-packaged. Arguably, [redacted] knowingly and deliberately engaged in interstate perpetration of fraud.I spoke with [redacted] customer service and advised them that the product I received was obviously a return and repackaged kit and they appear to have been previously installed on another truck. After the expected denial, I told the customer service agent that I video taped opening the boxes. The answer I received from [redacted] customer service was, [paraphrased] Did you video tape someone installing them on another truck? My reply was pointed. He said he would transfer me to a supervisor, and the line disconnected.The video(s) speaks for themself. [redacted] contact information is:SD Truck Springs[redacted]Toll Free - ###-###-####Telephone - ###-###-####Fax - ###-###-####[redacted] - [redacted]Desired Settlement: Refund all money, pay me for my time, pay my mechanic for his time, pay all legal fees and court costs. Settlement filed with the Camden County Superior Court, or alternatively we can proceed toward a judgement. Can contact me in accordance with Rule 408 of the Rules of Civil Procedure.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

TO:Revdex.com Serving Metropolitan New YorkRE: Complaint against SD Truck Springs assigned ID#[redacted]I received a notification from your organization today. There my be an issue with my [redacted]. It does not allow me to reply via the web, so I am providing you with my reply via eMail.Despite the previous assertions that I was initiating litigation, your customer, SD Truck Springs had its attorney send me a letter via FedEx overnight delivery, which I received yesterday, threatening that they intend to file a lawsuit against me. That is an astonishing methodology for handling customer service.If the airbag kit that SD Truck Springs sent was factory new, it begs the question; Why are they so concerned about the videos of me opening the boxes, and have elected to threaten a customer with litigation?Kindly note SD Truck Springs file with the fact that when a customer is unhappy, unable to receive a satisfactory resolution, SD Truck Springs solution is to threaten the customer with litigation.Thank you very much.[redacted]_______________________[redacted]

[redacted]8###-###-#### (Direct)###-###-#### (Cell)###-###-#### (Fax)Instant Messaging[redacted]

Business

Response:

SDTruckSprings denies the allegations in the complaint in their entirety. The customer hascomplained that one of the two products was used. That is not accurate.Firestone Industrial Products, the manufacturer of the products sent tothe customer, has confirmed that the products shipped were new andunused. Nevertheless, SDTruckSprings has offered to replace the productor refund his purchase price upon return of the purportedly usedmerchandise. As of now, the customer has declined this offer. -[redacted]

Review: We processed an order with SD truck springs online for 2 Ford f250SD leaf springs at a cost of 413.90 an additional 145.74 for shipping and we had a coupon for 40$ so the total order was 519.64. We ordered these items on Monday 11/**/13 early AM. We needed the two leaf springs to repair a work truck to be ready for action by December [redacted] Monday after the holiday weekend. When we arrived home today at 2pm est to 2 completely wrong leaf springs we contacted the company immediately. They said sorry they would ship out the right ones for delivery for Tuesday December [redacted]!! When I requested expedited shipping they said sorry we can not do that... when I asked to be compensated for the original shipping charge they said sorry we can not do that. I asked to speak with a manager and again sorry we can do that.... I asked to speak with another manager again requested expedited shipping or a credit that if this vehicle was not on the road by monday there were either lost wages or rental vehicle charges of 49.99 a day he said I needed to hold so he could get another manager (I have now been on the phone with SD truck springs for 45 minutes I am a salaried employee that makes $43 an hour on an average for a 60 hour week) He comes back on the phone and says sorry all the managers are in a meeting I can credit your account $30!!! Really that does not even cover the cost of me calling them.Desired Settlement: I would have preferred to receive the product by Saturday expedited delivery but since that is not going to happen I would like to have the entire $145.74 charge for shipping credited not just $30. The rental vehicle that we are now going to have to pay for will cost $149.97 before tax for the three days that we will require one to wait the from today 11/** when the wrong part arrived till 12/* (estimated delivery) on the right part!! We ordered correctly and called them within an hour of delivery and they still can not get it to us in a reasonable amount of time. I would highly suggest people think twice about ordering anything with this company.

Business

Response:

Dear [redacted],

Firstly, we sincerely apologize for the error and inconvenience of the order. As written in our terms and conditions and shipping policies, when errors occur we will pick the item(s) sent in error at our cost and reship the correct item(s) at our cost in the same method of shipping originally placed on the order. i.e. ground, 2nd day etc. This is a standard proceedure among all web stores and is fair to the customer. In good faith, we offered you the $30 which is now in addition to your already $40 discount, and promptly sent the correct springs and issued a call tag for the incorrect springs all at our cost. Additionally, we apologize for the unavailability of a manager as you called in on 11/** (the day before Thanksgiving) and we only keep a short staff of a few representatives whom elect to come in as the company has off that day and Thanksgiving as well in honor and observance of the holiday.

Please understand that errors are not often but inevitably human error does occur from time to time. We immediately take the appropriate measures to fix any error, even when it puts us as a company at a significant loss such as this one did. Our goal is always to meet the expectations of the customer and provide a quality customer service above and beyond. We apologize we were unable to satisfy you but I hope this response has given some clarity and situation thus satisfaction to the process. If you would like to discuss the matter further, please contact me direct at ###-###-####

Sincerely,

Mike V[redacted] Was an amazing help
I hate online shopping and telephone shopping because I never get what I need. I ordered a few bushings off you guys and only got 2 out of 4. I was mad at first because I knew something was going to happen with my order and when I phoned and Mike V[redacted] answered he was probley the best costumer service I ever had. I told him what happened and he apologized for everything and right away got it all sorted out and my other parts sent out right away. You guys should be happy to have him because he just saved a costumer and I will be telling more people to shop with you guys and ask for him.

Review: I have called for the last 4 business days to try to get a statues on a item that I payed 350 dollars and they just keep giving me the run around, I speak to customer service and they promise to call you back and they never do.Desired Settlement: Refund

Business

Response:

Hello [redacted],We apologize for the delay. You were sent an email yesterday stating that the kit would be shipping out today, however by the content of the statement we will cancel the order and fully refund your card today. -SDTruckSprings.com

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 and the matter has been resolved.

Sincerely,

Top notch customer service and a high quality product. I ordered a set of leaf springs, u-bolts and some peripheral items and am pleased with the quality of everything I received. I am even more pleased with their customer service, which went above and beyond my expectations. When there was an issue with incorrect bolt sizes I called their CS line, and initially spoke with Dan who took the time to look into the issue, and then I later spoke with Kimberly, who ensured that custom u-bolts were made for me and expedited the shipping to me. Keep in mind that this was long (I'm talking over a year) after the return period was up. Needless to say, I am a happy customer and will suggest them to everyone I know.

I will definitely order more from these guys. Everything I ordered was on point and fit great. The instructions were good and I had no issues installing the lift myself. They're very helpful with questions, and sell very complete kits.
10 out of 10 for me.

Mary, nailed it. She could not have made the exchange any easier!

Thank you Mary

Review: I purchased what they called an equivalent replacement for original OEM part for my Ford Ranger truck. The original lasted 16 years and 120,000 miles. This new rear leaf spring snapped in half in the middle after 20 months and 10,000 miles! The truck is rated for 1/2 ton, but never has had more than 400 pounds of load in the bed. They are unwilling to provide any warranty relief at all for an obvious defect. I find their lack of response and unwillingness to stand behind their products a disgrace.Desired Settlement: New replacement parts

Business

Response:

Hello [redacted],We apologize for any inconvenience. Leaf springs are warrantied for 30 days from both us and the manufacturer. The reason being that although a seldom occurrence, a leaf spring with defective or unbalanced materials will show stress and failure within 12 hours after installation. It is virtually impossible for the manufacturer or retailer to know the use (or misuse) of any part during months time that could cause a problem or failure in the part. However, since your discussion last week with one of our represtentatives we have made an exception and decided to send you a replacement spring free of cost.We hope this resolves your issue and find the solution satisfactory.-SDTruckSprings

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 and the matter has been resolved.

Sincerely,

Do not expect to get your order on time or at all from this company. They tell you the same lies day after day about the status of your order. They'll tell you it shipped but can not supply you with a tracking number. Their response--unfortunately I do not have the tracking information but I can email it to you first thing in the morning. Next day--we're sorry it seems your order is on backorder. Same day different person--It has shipped today but no tracking information can be given. One time customer here, too many other well established companies out there with better customer care and competitive prices.

I originally ordered a 3.5" lift for my jeep cherokee from SD Truck Springs and the next day was promptly notified that it would have to backordered or that I could call and check to see if it could be substituted for another. Long story short I ended up getting a 3" lift kit with full springs and they express shipped it to me and I received it 3 days later for no added cost. Their customer service is amazing and all the employees I talked to were very helpful. I'd recommend them to anyone who is interested in buying a lift kit or any other parts for the jeep or truck.

Ordered lift. SD Spring was the only company that offer my lift and shocks online or phone. Was then called back later to say lift not available until later date and received shocks on the day that I was called. Cancelled order, could not find other, reordered from SD and confirmed ship date. No call no emails, I called and was told no ship date yet, and was promised a call back never happened. Still no calls, no emails, called again employee said it was to be shipped on this Friday. I call Friday and now another delay and different date. Horrible business. Advertise product then cannot deliver product. Then no decency to call or email that they cannot do what is advertised

Needed something quick & easy to get the family truck good & ready for pulling our trailer, called this company, they did the right thing for me the first time, was very impressed. Been dealing with truck/trailer supplies for years, this the best website by far I've dealt with, will be back again!!

Review: Ordered product 3/*/16 was told product was on "back order" until 3/**/16 and would ship directly from manufacture of said product on that date. I called [redacted] 3/**/16 to confirm my product which is and was fully paid for (3/*/16) had shipped on 3/**/16 as promised and was told I would receive a call back with that information...I received no call back but did receive an email pushing delevary date back numerous days in the following days I received another email pushing delevary date even more. This seems to be a pattern with this business and their fly by night excuse of ""back order"" to cover a lasidasical attitude towards conducting a business!! #1 you shouldn't charge until products are processed number two if you do not have said products you cannot process them and by all means make that information public this business uses the same excuse in numerous responses claiming "items are usually in stock" I wouldn't be surprised if this business was conducted from a hallway closet in an abounded building somewhere.Desired Settlement: Delivery of Order. I would like to see this business be exposed for the fraudulent ways they conduct themselves in order to save my fellow Americans the peril of conducting business with such a shady company that'd you would expect in a Russian back alley...

Business

Response:

Hello [redacted], I just received notification of the Revdex.com complaint. Firstly, I sincerely apologize on behalf of the entire company and in particular the two individuals that you dealt with. I tried calling you but was unable to get through. There is no excuse or tolerance at this company for poor customer service. While this manufacturer has several items currently on back order, as per company policy and protocol- you certainly should have been kept up with communication better and offered the option of a refund until available. We do not hold credit card information and then capture (pull funds) at a later date for security reasons, however we can refund money and notify upon availability. Additionally for informational purposes, we are decently large US based corporation, employ many people and occupy over 20,000 square feet of office and warehouse, as well as five remote warehouses country wide. Since the item you ordered is not very popular and for an older model vehicle, industry wide and even in distribution it is not considered a “stocking” sku, we still offer and dropship older sku’s in an effort to accommodate all truck owners. As a gesture of apologies I would like to refund you your money and keep the order going out to you regardless. Unfortunately Daystar is closed today but I can call and ask for an eta as soon as tomorrow. I have checked several distribution channels and none of them have this part in stock either. Additional to that, I cannot find another manufacturer to offer. Please call me back at your earliest convenience and let me know what you wish to do and I would be glad to accommodate.

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 and the matter has been resolved.with that being said the company has gone out of its way to make amends and I feel as if this was a miss communication on my part as well.

Sincerely,

I would like to inform all that may be interested that I had a wonderful experience with SD Truck Springs. SD Truck Springs costumer service is extraordinary to say the least. However I must put the credit where it belongs and that is with the costumer service team in particular Mary [redacted]. Mary's product knowledge and patience set her far above the average. Mary has been instrumental in gaining a long term repeat customer. I will be recommending SD Truck Springs and Mary [redacted] to all of my friends family.

Excellent customer service and high quality parts.

Review: On 8/*/14 the internet price of a compressor for a customers vehicle of mine was 895.00 with free shipping. The product number is P-2400 made by Arnott Industries. After completing the billing and shipping information, the price skyrocketed to 1486.96. I contacted customer service about the issue and they informed me the web site is having problems and the lowest price they could offer my customer was 1160.00. I do not operate my business this way and if I quote a price to a customer, I do whatever steps are required to keep my advertised price. I have a print out of the original price at 895.00 with the part number and the their website page that shows the misrepresented price.Desired Settlement: Honor the advertised price so I dont look like a liar to my customer.

Business

Response:

[redacted],

First off we would like to apologize for any confusion or

complications this may have caused. Unlike

printed advertising geared to lure people in the door, digital pricing on any

website and as stated in our terms and conditions policy is susceptible to

error and the price may adjust accordingly without notice. We carry over 10,000 sku’s and seldom have a

price error but should it occur, it is corrected promptly and we work with our

customers in such situations to sell the product(s) at the lowest price

possible. Additionally, the item was not

price adjusted in your cart nor after the sale, it was a momentary indexing error which

was handled promptly.

The part you are looking at is priced for $1,489.95, and we

feel a price of $1,160.00 is a generous and accommodating offer.

SDTruckSprings takes great pride in our customer service and values our high Revdex.com rating. Please contact us directly if there is any further assistance you may need.