Softride Inc

*** Please See Attached Documents ***On the following dates Softride Inchas explicitly offered to receive return shipment of this customer'sproduct for warranty consideration under Softride Incorporated's limited lifetime warranty:April 23, 2014May 1, 2014December 1, 2015December 2, 2015At this time, on January 26, 2016, Softride has not received the product in question from the customerand has not received any notification from the customer that he/she has submitted or intends to submitthe product for warranty workSoftride continues to offer to review the warranty eligibility of thisproduct upon presentation of the product to Softride Incfor physical inspection.For anyone with questions about Softride Inclimited lifetime Warranty, it can be viewed as it waspublished initially in at www.softride.com website at the following web address:http:Uwww.softride.com/warranty/SOFTRIDE WARRANTY ENG.pdf The text of SoftrideWarranty, has been included with this response for convenience of the customer and any otherinterested parties.Softride Inc.PO Box ***Bellingham, WA

Complaint: ***I am rejecting this response because:
Softride's warranty states that if this lifetime warranted product is defective they will either repair or replace itThey will do neither, nor can they, and they offer no other reasonable resolution
I had to remove the Softride ball hitch and locking pin from my truck in order to install a different implementThis locking tow hitch was so defective that it had to be cut from my truck after several hours of labor trying to remove itThe two parts of this locking hitch had permanently bonded together since one was made of stalinless steel and the other of aluminumA metallurgist will tell you that if you thread stainless steel into aluminum that after some time these two metals will molecularly permanently bondOr you could ask someone who makes their living on a boat, of which there are many where I liveNo amount of force will unthread the twoWhat happened then was that the bolt head of the Softride locking pin broke off upon trying to remove itA welding torch was employed to facilitate removal to no availAfter this the only option was to cut off the Softride ball hitch from the truckTo do this this receiver hitch had to be entirely removed from the truck, involving much laborBoth of the Softride parts, the locking pin and the ball hitch, were necessarily destroyedThey were already brokenI've explained this in detail to Softride and they know that that cannot repair these and have not offered to do soAnd yet they insist I send these heavy parts to them before they do anythingThey gave me a choice of options and repair was not one of them
They gave me optionsThe first was to replace my ball hitch with a different hitchThe hitch I bought had a 4" drop which they no longer make or haveThey instead offered to replace it with an aluminum hitch with a 6" dropI cannot use thatThe drop is too lowAdditionally, this hitch and the stainless pin that will come with it will have the same problem that mine didI'm not going through that againThis 6" drop hitch has also been discontinued by them but they have some left overIt's obvious why they've discontinued these locking hitches/pinsThe second option was for them to send only a locking pin without the more expensive ball hitch at all! And the 3rd option was for me to not request any warranty service and just go out and buy my own hitch and pin at my expense! Really, that's what they wrote in an emailThat's an option they "offered" me
As I said, they cannot repair or replace this under the terms of their lifetime warrantyTherefore they should be offering me a refund of the purchase price and for the cost to have this poorly designed product removed from my truckThey continue to offer nothing acceptable at all, no amount of refund at all, and will not honor their warranty.Sincerely,*** ***

Revdex.comPO Box 1000Dupont, WA 98327Phone: 206-431-2222Fax: [email protected]: Revdex.com Complaint ID [redacted])This customer first contacted Softride on 4/22/14, after 3 years of ownership and use.The following day, on 4/23/14 Softride, offered to inspect, repair, and or...

replace this part for thiscustomer at Softride's expense with the most similar available replacement upon customer's return(customer's expense) of the product to Softride.This customer chose not to return the product to Softride or the original point of purchase for warrantyinspection or repair, and instead put the product back into use on his/her vehicle. Another 1.5 yearslater the customer reported that the product, which was never returned to Softride, had become seizedonto his/her vehicle and already been forcibly removed at the customer's request by his/her localmechanic.At this time the customer requested reimbursement for shop work performed based on the customer'sdecision to continue use of the product 1.5 years after Softride had previously offered to replace theunit.At this time Softride has not received the original product back, and is yet unable to verify the conditionof the item through physical inspection, but has and continues to extend an offer to replace or repairthe Softride product under Softride's Limited Lifetime Warranty if returned to Softride for inspection.For reference; the full text of Softride Warranty can be viewed here:http:Uwww.softride.com/warranty/2009 SOFiRIDE WARRANTY ENG.pdfSoftride Inc.PO Box [redacted]Bellingham, WA98227

Complaint: [redacted]I am rejecting this response because:
Softride never offered to repair this product, which would be impossible. The only other resolution they offered was to replace it with a different size and discontinued product (which would not meet my needs) which is similarly built and will have the same problems. The product I have was also discontinued. So they can neither repair nor replace the product (which has a lifetime warranty) and offer no other solution to honor their warranty. They cannot honor it. The only acceptable solution would be a refund.Sincerely,[redacted]