Urban Import Inc. (Headquarters)

Product received was not designed correctly for the application. They are not willing to refund/replace their issue. I purchased a[redacted] kit #[redacted] for my [redacted] in July of 2014. When we received the kit the front coilovers were incorrect. D2 racing was contacted and they replaced them with correct parts. When applying the rear shocks and spring those were also incorrect, D2 racing was again contacted and we were sent with parts that would only work at a certain ride height. In September of 2014 I went to adjust my adjustable coilovers to lower my car. The coilovers can not be adjusted to the right spring height to shock height ratio that D2 racing explains need to be strictly followed. I emailed D2 racing immediately after I discovered we had another problem, and have still never got an email in response. While waiting for a response I noticed that they removed my car from their online catalog. I called D2 racing in December of 2014 to ask what we can do about this issue. They have no other parts that will fix my issues. [redacted] answered my call and said he would talk to the owner [redacted] when he was available. I waited until January 23rd, 2015 to call back. I spoke to [redacted] again and the answer was the same they are unable to service me. Desired SettlementD2 racing has realized a product they were advertising for a [redacted] did not work for the application. I have that incorrect and possibly dangerous part on my vehicle instead of contacting me and sharing important information with me. I waited five months for them to contact me about when they should have contacted me immediately with a manufacturer recall. I have contacted them twice in the last two months and they have told me twice they have no other parts that will work with my vehicle. I would like to have the correct parts for my vehicle and they have told me multiple times they can not provide that. I settlement I am asking for is the 150 dollar over night shipping charge I paid for and to return and get refunded on the coilover kit.Business Response Product was purchased and installed in June 2014. The kit was not shipped overnight rather the additional shipping charge was because it was shipped direct from overseas. The product was purchased through a D2 Racing Authorized Installer and not from us directly. There are no safety concerns or no reason we would have issued a "recall". We as well as our authorized installer the parts were purchased from take safety very seriously and if there was ever a safety concern the parts would not have been installed. The customer emailed four months after the install stating the coilovers did not go as low as they desired in the rear. We apologize this email was not handled in a timely fashion as we were waiting for more details on the install. The customer stated the car didn't go as low as he desired. At this point he had signed off on the install with the installer several months earlier.Consumer Response In my email I stated that when I tried to lower my vehicles ride height from the original factory ride heights which the D2 authorized dealer had set it up to, it did not work as advertised. The reason I purchased this D2 coilover kit was because of the "Full ride height adjustabiliy with separate spring preload" pulled directly from D2racing.com, which is one of the seven features listed on D2's website for the RS coilover system I purchased. Why is it that you removed the [redacted]+ [redacted] listing from your catalog? Final Business Response As you know the front top mounts for this kit had to be special ordered, unfortunately the manufacturer has discontinued the front top mounts for this application so we can no longer sell this kit.

Returned the defective product "Air Suspension shock" with a lifetime warranty via mail after speaking to [redacted] at [redacted] tech. Purchase the Air Suspension shock from [redacted] tech that came with a lifetime warranty. The part broke while I was on my way to [redacted] and I had it towed to the dealership. They indicated that the part was defective and the car would not rise without the shock. I then called Touring tech and spoke with [redacted]. He first stated that the part wasn't covered. After which, I shared with him his website which stated the warranty policy. He then spoke to his boss and his both told him to have me ship the part back to them at 2435 South Alston Ave, Durham, NC XXXXX. I shipped the item back to them, but I have not heard anything after the item was delivered. In addition, the company also took the website down and removed the contact information that was previously on the website and changed the warranty policy to reflect (1) year. I am not sure what is going on with this company, but I had to pay almost $1800.00 to get my car repaired. Therefore, I need the company to give me credit for the item or send me a replacement shock.Desired SettlementI would like to a have a refund or replacement item.Business Response Refund check was mailed to customer on 12/11/13. We have spoken with customer and he confirmed that when he was trying to call it was outside of our business hours which are posted on the website (Monday-Friday 11am-7pm EST). There have been no extended outages to our site, it is possible there were brief outages during updates.Final Consumer Response The company have corrected the issue in a very diligent and detailed manner. And, I am pleased with the resolution that was caused by a mix-up in communication.