I am rejecting this response because:
Talk is cheap,I still have not received a refund as of yet, items have been returned and until I receive a full refund I will not close this case.
While Mr. [redacted] might have sent the product back to us, it has yet to arrive, therefore no refund has been processed yet. We just spoke with Mr. [redacted] on Thursday 2/16/17, as of that date, the part was still in his possession and yet to be shipped. The refund will be provided upon the products arrival and processing through our returns system.
Customer placed his order on 10/13/16, the order shipped the same day. He contacted our company on 10/18/16 to inform us he ordered the incorrect item and would be returning it for a refund. He contacted us on both 10/22/16 and 10/23/16 to inquire about his refund status. As of yesterday, we still...
have not received the item back to process a refund. He informed our representative he mailed the product back on the 10/18/16. The attached document is a screen shot of the USPS tracking page on their website. As you can see, it shows it was tendered to them on 10/19/16, but has not yet been delivered. We will provide the customer with a full refund minus the return shipping costs of the label once it arrives and is processed. At no point did anyone deny the customer a return or a refund. We are simply awaiting the arrival of the product.
Thank you for bringing this matter to our attention and affording us the opportunity to respond to your letter. Feedback from our customers plays a very important role in our company’s mission. Optima sells this battery under two different part numbers. The number that begins with an "8" is...
unboxed where the number beginning with a "9" comes in a box suitable for shipping. The boxed version costs us more than the unboxed battery which equates to a higher retail cost. They may be the same battery but have separate part numbers and are sold as different products because Optima does not individually box the "9" series for free.We are primarily a mail order company, therefore Optima sends these to us in the boxed version at a higher price. We have sent the customer an email with all of the pertinent details and proposed a resolution and are currently waiting for a response.
Initial Business Response /* (1000, 5, 2015/09/03) */
Initial Consumer Rebuttal /* (3000, 8, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Part Number [redacted] Is Sold on several websites for 10.95 per 5 pack. Your ad also states 1= 5. This...
is a fiber gasket and they are sold in 5 packs.. The neoprene gaskets from same company is sold individually. Your ad is very misleading. I asked to return it in the begining and you wanted to charge me return shipping. Now I would like the other 4 gaskets.
Final Business Response /* (4000, 10, 2015/09/09) */
The product in question is a custom built part based off the specifications the customer inputs into the Moser database. The customer ([redacted]) entered his specifications including, the brake drum size, which generated a part number. We ordered and shipped the part number he provided us with. ...
We have been in contact with Moser who confirms the 9.5” drum brakes are more than sufficient and pose no safety risk. The 11” drum brake kit is an upgrade and on its own retails for $560.00. The cost of the shipping is very high given the weight of the product in question and that the customer is located overseas. No further discounts or considerations will be given regarding this matter. Moving forward, we will adhere to our stated return and warranty policies conspicuously stated in our catalogs, website and receipts.
The customer has been contacted and the matter resolved. He purchased the product over a year ago and returned the item for a refund. The refund was processed and sent back via the method used to pay (PayPal). Customer is upset that the PayPal account was tied to an account that he had closed. ...
While we certainly apologize for the inconvenience, legally we are obligated to refund via the method that was used to pay. This is what was done, the matter of the refund is between the consumer and PayPal, not Summit Racing.
Initial Business Response /* (1000, 5, 2015/10/01) */
We have been in contact with Mr. [redacted] and have provided a full refund for the brake line kit in question.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the...
business.)
Summit Racing's representative promptly called in less than 24 hours. He advised he was unable to source the part from any of there suppliers and offered a full refund with no need to return the incorrect part, in addition to a gift card. I am satisfied with the resolution.
Initial Business Response /* (1000, 5, 2016/03/31) */
The customer has been contacted and a resolution has been reached.
The product in question has a disclaimer directly underneath the image stating image is a representation of this item. Actual item may vary.
On the overview page where...
the detailed description of the product is displayed, it clearly states the winch mount and receiver hitch are not included with this item.
We apologize for any confusion and inconvenience this may have caused.
Initial Consumer Rebuttal /* (2000, 7, 2016/04/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/10/14) */
We have been in contact with Mr. [redacted] and have come to an agreeable solution.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have gotten in touch with...
me, and have given an installation refund, and waiting for the front shocks refund.
Business provided clarification via phone. Response should have read as follows: Date Sent: 3/28/2017 11:31:46 AMThank you for bringing this matter to our attention and affording us the opportunity to respond to your letter. Feedback from our customers plays a very important role in our...
company’s mission. We have provided attached documents noting a part search for brake pads for Mr. [redacted] vehicle on our website, please note that neither of the part numbers listed in the findings are those that were ordered. The part number and the subsequent part number on the second order are currently unattributed on our website, meaning that no vehicle information is listed under this part number. An outside search using Google brings up the part numbers Mr. [redacted] ordered. You can input those on our website to order, but application information is not available. Our website was not the source of the incorrect vehicle application.We also looked for recorded calls to our Customer Service department and found a recording of the conversation in which Mr. [redacted] refers to in his complaint. We did not find anything that would construed as rude or inappropriate at any point. Our representative explained the return process, placed a new order for him and set it up as dropship from the manufacturer. At no point did Mr. [redacted] mention a need for an upgrade of shipping, it wasn't until a later chat conversation with a different agent, that it was mentioned. We upgraded the shipping service as an attempt to assist the customer. Also included in the attachment is the tracking information from the vendor showing the part was indeed shipped via 2nd day air, shipped on the 21st and delivered on the 23rd.Mr. [redacted] has requested a refund for the first item, he was informed during both the phone and chat conversations that we would be happy to refund his new and unused parts from the first order upon their return. We have left Mr. [redacted] multiple phone messages requesting a return call to review this matter personally, to date the customer has yet to contact us.
Initial Business Response /* (1000, 5, 2016/06/14) */
The customer placed an order in which one part was in stock, another on back order. He still chose the NDA shipping option despite this fact.
The in stock item shipped and was delivered NDA, the other item was set up as a drop ship with the...
vendor. The item was not in stock.
We informed him several times regarding this matter. Customer requested a refund for his Next Day Air fee on 6/8/16. We processed a refund for the $25.00 flat rate fee and it was refunded on 6/9/16, the day prior to writing this letter.
He later contacted us and requested the back ordered drop ship item be cancelled. The part has been cancelled and the refund for $119.97 is being processed and will be issued back to his credit card. The refund is electronically submitted to his credit card company.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The item was in stock and ready to ship according to the website and the confirmation page after the purchase. I spoke with customer service multiple times with no one being able to find any information on if or when the item had shipped. After dealing with a third person from customer service I was finally then and only then informed that the part was out of stock and was placed on back order. The fourth person from customer service that I spoke with admitted there system showed it was in stock and ready to ship on the date of the purchase and there was a mistake made. I had to speak to six different people before I was finally able to get a refund to be completed . The refund was supposed to be initiated that day. The refund was not initiated until 3 days later. The final manager whom I spoke with attempted to lie and say that it always said it was out of stock and that it was my mistake even though the representative that I spoke to minutes before pulled up all the information and stated that it did show that it was in stock and ready to ship and that it would be delivered along with the other part of my order on time and over night like I payed for. These mistakes made by the company left my vehicle inoperable for over a week and I still never received the parts I ordered. I paid for overnight shipping to minimize the time that my vehicle would be down and they screwed me over and had the manager had the nerve to blame me. Unacceptable.
Final Business Response /* (4000, 12, 2016/06/28) */
We stand behind our original response, the customer requested a refund of his NDA fee and a refund for the cancelled part. Both requests have been processed and completed as previously mentioned.
Initial Business Response /* (1000, 5, 2016/06/24) */
The customer has been contacted and provided a full refund. The manufacturer decided to delay production from the original expected completion date.
The customer is aware of the information.
Initial Consumer Rebuttal /* (3000, 7,...
2016/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I canceled the order after no replies to multiple emails. According to Manufacture there was never production date.
Final Business Response /* (4000, 9, 2016/07/02) */
A full refund has been provided. A complete and comprehensive explanation was provided. While we are very sorry for the inconvenience, a change in manufacturer production was made after the initial order was placed.
from him.
In addition, he requested a return call at a specific time, we attempted to contact him at his request, and our call was sent to a voice mail box which was full. We were unable to leave a message. If the consumer wishes to provide us with additional information, we would be glad to review it.
Initial Consumer Rebuttal /* (3000, 8, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their company is not only rude and inconsiderate they are condescending. They attempt to bully customers with complaints. They violate FCC guidelines constantly. At the time of the requested call back the phone call could not be answered due to personal life reasons and there was no attempt to call back. We attempted to call back and were not allowed to get back to the same person. This company has no respect for customers the consequences of their failures and lies have on others. I made promises based on their promises and due to their failures to keep their end I lost over half my income. They could care less. I have witnesses that will attest to all I have said and will swear under oath on what was said and what questions were asked and what lies were told.
Final Business Response /* (4000, 12, 2016/01/08) */
Telephone conversation with the business.They have had no further contact from the consumer. We have a fundamental difference of opinion about the facts. We have offered a resolution but never heard back from the consumer.
Thank you for bringing this matter to our attention and affording us the opportunity to respond to your letter. Feedback from our customers plays a very important role in our company’s mission. I spoke with Mr. [redacted] this morning regarding the matter and informed he could return the...
carburetor for a full refund. I explained that any aftermarket carburetor needs adjustments to the particular application it is going on. No matter how a particular vendor may market their product, there is no way to compensate for atmospheric conditions from one part of the country to the next without some type of adjustment. This is common knowledge within the aftermarket industry. The product in question currently has 12 customer reviews on our website, nine 5 star and three 4 stars, it is an extremely popular item that we sell a lot of. It has an extremely miniscule return rate and a large number of additional parts available by the manufacturer to dial it in even further for particular applications. We will provide a full refund upon return of the product.
Initial Business Response /* (1000, 5, 2016/06/16) */
The customer does not qualify for our wholesale program. In addition to the reasons listed below, a google map search of the addresses provided clearly show these are residential addresses and not store fronts which is one of the major...
requirements.
Maximum Acceleration
Did not qualify for an Atech account. The information provided does not show a business even though he does have a business license.
1 Residential address
a. [redacted]
b. [redacted]
2 Wholesale receipts provided
a. All are from 2005 and older.
b. Not from Atech competitors
3 Pictures provided do not show a business.
a. Residential
b. Home garage
c. Business type listed on application is "Auto Parts Retail"
i. No store front
ii. No signage
iii. Pictures show a Mustang with the engine disassembled in a home garage
1. looks like a hobbyist
4 I researched all information provided on the internet looking for a business
a. No business can be found searching Google for
i. Maximum Acceleration
ii. Address provided
iii. Phone numbers provided
b. Lawrence B[redacted] is listed on LinkedIn
i. Phone number listed on profile is the same as the application
ii. No mention of Maximum Acceleration or automotive work
iii. Works at Unisys
Initial Consumer Rebuttal /* (3000, 7, 2016/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with un-named associate on the phone. I agreed to give a favorable response to this as long as the response was respectful. I would then move on to other suppliers. It sounds like he still wants to claim I'm not legitimate and that's not very respectable.
I am rejecting this response because: can Summits representative stand there with hand on heart and agree with mosers statement that a smaller than O.E diameter drum brake is adequate for my application when they most likely have sold thousands of brake upgrades over the years?
I am rejecting this response because:
Talk is cheap,I still have not received a refund as of yet, items have been returned and until I receive a full refund I will not close this case.
Initial Business Response /* (1000, 8, 2016/05/10) */
We contacted the customer and reached an amicable solution.
While Mr. [redacted] might have sent the product back to us, it has yet to arrive, therefore no refund has been processed yet. We just spoke with Mr. [redacted] on Thursday 2/16/17, as of that date, the part was still in his possession and yet to be shipped. The refund will be provided upon the products arrival and processing through our returns system.
Customer placed his order on 10/13/16, the order shipped the same day. He contacted our company on 10/18/16 to inform us he ordered the incorrect item and would be returning it for a refund. He contacted us on both 10/22/16 and 10/23/16 to inquire about his refund status. As of yesterday, we still...
have not received the item back to process a refund. He informed our representative he mailed the product back on the 10/18/16. The attached document is a screen shot of the USPS tracking page on their website. As you can see, it shows it was tendered to them on 10/19/16, but has not yet been delivered. We will provide the customer with a full refund minus the return shipping costs of the label once it arrives and is processed. At no point did anyone deny the customer a return or a refund. We are simply awaiting the arrival of the product.
Thank you for bringing this matter to our attention and affording us the opportunity to respond to your letter. Feedback from our customers plays a very important role in our company’s mission. Optima sells this battery under two different part numbers. The number that begins with an "8" is...
unboxed where the number beginning with a "9" comes in a box suitable for shipping. The boxed version costs us more than the unboxed battery which equates to a higher retail cost. They may be the same battery but have separate part numbers and are sold as different products because Optima does not individually box the "9" series for free.We are primarily a mail order company, therefore Optima sends these to us in the boxed version at a higher price. We have sent the customer an email with all of the pertinent details and proposed a resolution and are currently waiting for a response.
Initial Business Response /* (1000, 5, 2015/09/03) */
Initial Consumer Rebuttal /* (3000, 8, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Part Number [redacted] Is Sold on several websites for 10.95 per 5 pack. Your ad also states 1= 5. This...
is a fiber gasket and they are sold in 5 packs.. The neoprene gaskets from same company is sold individually. Your ad is very misleading. I asked to return it in the begining and you wanted to charge me return shipping. Now I would like the other 4 gaskets.
Final Business Response /* (4000, 10, 2015/09/09) */
The product in question is a custom built part based off the specifications the customer inputs into the Moser database. The customer ([redacted]) entered his specifications including, the brake drum size, which generated a part number. We ordered and shipped the part number he provided us with. ...
We have been in contact with Moser who confirms the 9.5” drum brakes are more than sufficient and pose no safety risk. The 11” drum brake kit is an upgrade and on its own retails for $560.00. The cost of the shipping is very high given the weight of the product in question and that the customer is located overseas. No further discounts or considerations will be given regarding this matter. Moving forward, we will adhere to our stated return and warranty policies conspicuously stated in our catalogs, website and receipts.
The customer has been contacted and the matter resolved. He purchased the product over a year ago and returned the item for a refund. The refund was processed and sent back via the method used to pay (PayPal). Customer is upset that the PayPal account was tied to an account that he had closed. ...
While we certainly apologize for the inconvenience, legally we are obligated to refund via the method that was used to pay. This is what was done, the matter of the refund is between the consumer and PayPal, not Summit Racing.
Initial Business Response /* (1000, 5, 2015/10/01) */
We have been in contact with Mr. [redacted] and have provided a full refund for the brake line kit in question.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the...
business.)
Summit Racing's representative promptly called in less than 24 hours. He advised he was unable to source the part from any of there suppliers and offered a full refund with no need to return the incorrect part, in addition to a gift card. I am satisfied with the resolution.
Initial Business Response /* (1000, 5, 2016/03/31) */
The customer has been contacted and a resolution has been reached.
The product in question has a disclaimer directly underneath the image stating image is a representation of this item. Actual item may vary.
On the overview page where...
the detailed description of the product is displayed, it clearly states the winch mount and receiver hitch are not included with this item.
We apologize for any confusion and inconvenience this may have caused.
Initial Consumer Rebuttal /* (2000, 7, 2016/04/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/10/14) */
We have been in contact with Mr. [redacted] and have come to an agreeable solution.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have gotten in touch with...
me, and have given an installation refund, and waiting for the front shocks refund.
Business provided clarification via phone. Response should have read as follows: Date Sent: 3/28/2017 11:31:46 AMThank you for bringing this matter to our attention and affording us the opportunity to respond to your letter. Feedback from our customers plays a very important role in our...
company’s mission. We have provided attached documents noting a part search for brake pads for Mr. [redacted] vehicle on our website, please note that neither of the part numbers listed in the findings are those that were ordered. The part number and the subsequent part number on the second order are currently unattributed on our website, meaning that no vehicle information is listed under this part number. An outside search using Google brings up the part numbers Mr. [redacted] ordered. You can input those on our website to order, but application information is not available. Our website was not the source of the incorrect vehicle application.We also looked for recorded calls to our Customer Service department and found a recording of the conversation in which Mr. [redacted] refers to in his complaint. We did not find anything that would construed as rude or inappropriate at any point. Our representative explained the return process, placed a new order for him and set it up as dropship from the manufacturer. At no point did Mr. [redacted] mention a need for an upgrade of shipping, it wasn't until a later chat conversation with a different agent, that it was mentioned. We upgraded the shipping service as an attempt to assist the customer. Also included in the attachment is the tracking information from the vendor showing the part was indeed shipped via 2nd day air, shipped on the 21st and delivered on the 23rd.Mr. [redacted] has requested a refund for the first item, he was informed during both the phone and chat conversations that we would be happy to refund his new and unused parts from the first order upon their return. We have left Mr. [redacted] multiple phone messages requesting a return call to review this matter personally, to date the customer has yet to contact us.
Initial Business Response /* (1000, 5, 2016/06/14) */
The customer placed an order in which one part was in stock, another on back order. He still chose the NDA shipping option despite this fact.
The in stock item shipped and was delivered NDA, the other item was set up as a drop ship with the...
vendor. The item was not in stock.
We informed him several times regarding this matter. Customer requested a refund for his Next Day Air fee on 6/8/16. We processed a refund for the $25.00 flat rate fee and it was refunded on 6/9/16, the day prior to writing this letter.
He later contacted us and requested the back ordered drop ship item be cancelled. The part has been cancelled and the refund for $119.97 is being processed and will be issued back to his credit card. The refund is electronically submitted to his credit card company.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The item was in stock and ready to ship according to the website and the confirmation page after the purchase. I spoke with customer service multiple times with no one being able to find any information on if or when the item had shipped. After dealing with a third person from customer service I was finally then and only then informed that the part was out of stock and was placed on back order. The fourth person from customer service that I spoke with admitted there system showed it was in stock and ready to ship on the date of the purchase and there was a mistake made. I had to speak to six different people before I was finally able to get a refund to be completed . The refund was supposed to be initiated that day. The refund was not initiated until 3 days later. The final manager whom I spoke with attempted to lie and say that it always said it was out of stock and that it was my mistake even though the representative that I spoke to minutes before pulled up all the information and stated that it did show that it was in stock and ready to ship and that it would be delivered along with the other part of my order on time and over night like I payed for. These mistakes made by the company left my vehicle inoperable for over a week and I still never received the parts I ordered. I paid for overnight shipping to minimize the time that my vehicle would be down and they screwed me over and had the manager had the nerve to blame me. Unacceptable.
Final Business Response /* (4000, 12, 2016/06/28) */
We stand behind our original response, the customer requested a refund of his NDA fee and a refund for the cancelled part. Both requests have been processed and completed as previously mentioned.
Initial Business Response /* (1000, 5, 2016/06/24) */
The customer has been contacted and provided a full refund. The manufacturer decided to delay production from the original expected completion date.
The customer is aware of the information.
Initial Consumer Rebuttal /* (3000, 7,...
2016/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I canceled the order after no replies to multiple emails. According to Manufacture there was never production date.
Final Business Response /* (4000, 9, 2016/07/02) */
A full refund has been provided. A complete and comprehensive explanation was provided. While we are very sorry for the inconvenience, a change in manufacturer production was made after the initial order was placed.
Initial Business Response /* (1000, 6, 2015/12/23) */
We have been in contact with the consumer regarding this matter. While we have a fundamental difference of what transpired, we provided her fiancé an avenue in which to provide additional information to us. To date we have not received anything...
from him.
In addition, he requested a return call at a specific time, we attempted to contact him at his request, and our call was sent to a voice mail box which was full. We were unable to leave a message. If the consumer wishes to provide us with additional information, we would be glad to review it.
Initial Consumer Rebuttal /* (3000, 8, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their company is not only rude and inconsiderate they are condescending. They attempt to bully customers with complaints. They violate FCC guidelines constantly. At the time of the requested call back the phone call could not be answered due to personal life reasons and there was no attempt to call back. We attempted to call back and were not allowed to get back to the same person. This company has no respect for customers the consequences of their failures and lies have on others. I made promises based on their promises and due to their failures to keep their end I lost over half my income. They could care less. I have witnesses that will attest to all I have said and will swear under oath on what was said and what questions were asked and what lies were told.
Final Business Response /* (4000, 12, 2016/01/08) */
Telephone conversation with the business.They have had no further contact from the consumer. We have a fundamental difference of opinion about the facts. We have offered a resolution but never heard back from the consumer.
Thank you for bringing this matter to our attention and affording us the opportunity to respond to your letter. Feedback from our customers plays a very important role in our company’s mission. I spoke with Mr. [redacted] this morning regarding the matter and informed he could return the...
carburetor for a full refund. I explained that any aftermarket carburetor needs adjustments to the particular application it is going on. No matter how a particular vendor may market their product, there is no way to compensate for atmospheric conditions from one part of the country to the next without some type of adjustment. This is common knowledge within the aftermarket industry. The product in question currently has 12 customer reviews on our website, nine 5 star and three 4 stars, it is an extremely popular item that we sell a lot of. It has an extremely miniscule return rate and a large number of additional parts available by the manufacturer to dial it in even further for particular applications. We will provide a full refund upon return of the product.
Initial Business Response /* (1000, 5, 2016/06/16) */
The customer does not qualify for our wholesale program. In addition to the reasons listed below, a google map search of the addresses provided clearly show these are residential addresses and not store fronts which is one of the major...
requirements.
Maximum Acceleration
Did not qualify for an Atech account. The information provided does not show a business even though he does have a business license.
1 Residential address
a. [redacted]
b. [redacted]
2 Wholesale receipts provided
a. All are from 2005 and older.
b. Not from Atech competitors
3 Pictures provided do not show a business.
a. Residential
b. Home garage
c. Business type listed on application is "Auto Parts Retail"
i. No store front
ii. No signage
iii. Pictures show a Mustang with the engine disassembled in a home garage
1. looks like a hobbyist
4 I researched all information provided on the internet looking for a business
a. No business can be found searching Google for
i. Maximum Acceleration
ii. Address provided
iii. Phone numbers provided
b. Lawrence B[redacted] is listed on LinkedIn
i. Phone number listed on profile is the same as the application
ii. No mention of Maximum Acceleration or automotive work
iii. Works at Unisys
Initial Consumer Rebuttal /* (3000, 7, 2016/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with un-named associate on the phone. I agreed to give a favorable response to this as long as the response was respectful. I would then move on to other suppliers. It sounds like he still wants to claim I'm not legitimate and that's not very respectable.
I am rejecting this response because: can Summits representative stand there with hand on heart and agree with mosers statement that a smaller than O.E diameter drum brake is adequate for my application when they most likely have sold thousands of brake upgrades over the years?