ComplaintsforDNA Motoring Inc.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying to reach customer service regarding the hardware to my cover I bought and cannot get a hold of anyone. I have tried multiple times and have sat on 2+ hours each time.

  Business response

  09/19/2022

  Business Response /* (1000, 5, 2022/09/07) */ Contact Name and Title: Customer service Contact Phone: ********** Our business hours is Monday to Friday from 9 AM to 5PM pacific time. Our phone lines do get quite busy earlier in the mornings. The best time to reach us is between 3pm to 5pm pacific time. ************.

• Initial Complaint

  08/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  30 days I to owning a product I contacted *** ******** regarding a manufacturer ********* in there product and they refuse to rectify the defective product. They claim in a email that they would love to help but since it was bought through ******* ****** is liable for thr problem. Last time I checked ****** doesn't build a product and list it under thr ******* name *** ********* less then 30 days into owning thr product the headlight assembly is collecting a vast amount of moisture, not just a spot here or there but a lot. Enough to ******* and block the light. Ive made every attempt to solve this issue with *** ******** an after reading a lot of feedback over thr internet and ****** this company is known for making a terrible product amd not offering any solution to there ********* items. I have multiple pictures of the defective product. This is not a problem caused by shipping or installation, it is purely caused by terrible quality and ************** I have added 2 pictures of the ********* product and one picture of how it should be..

  Business response

  08/17/2022

  Business Response /* (1000, 5, 2022/08/12) */ Our return policy is listed on all our ****** listing pages. We offer a 30 day FREE return money back guarantee and all returns are for refunds only, extended warranty is not included with any of our orders nor was it listed as included. For this reason we're able to offer our parts at the lowest cost possible compared to our competitors. Unfortunately the customer used the product for too long and the return period for this order has long expired. Consumer Response /* (3000, 7, 2022/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Considering all the same people across ****** and other social media platforms complaining about quality issues of your products maybe you should rethink this so called keeping cost at the lowest. Who wants a product that doesn't even last 30 days?? ********** if you spend ****** or more for said product. Basically all you're doing is passing *** **** ******** and not standing behind your work. Should have known someone who claims to only Gove a 30 day warranty is sell a terrible product. And it isn't just your head light assembly either. Business Response /* (4000, 9, 2022/08/16) */ Yes as we stated we listed our return policy on all our ****** listing page. All customers have the option to review the return policy before placing the order. If warranty is needed customers have a choice to choose another vendor to purchase the product from. Also we're more than happy to assist buyers as long as they notify us of the issues within 30 days from the date the order delivered. Unfortunately in your situation you've used the product far longer than 30 days and your return period has already expired. As a consumer we do recommend you read all return policies before placing any future online orders. Consumer Response /* (4200, 11, 2022/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contacted you 33 days into owning the product and you claim that is far longer?? Stop wasting time amd trying to claim that your help your customers.i have the email documentation to prove it.. The one more thing about the internet and all of the social media platforms is that 1 forward or share turns into 2 then 2 turn into 4 etc. I don't want to go much higher in numbers for fear that you're too incompetent to comprehend anything higher in a number value. I will just continue to update every social media platform and ******* with how your products truly are defective. It's a shame you're still in business

• Initial Complaint

  06/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased headlight housing through the Amazon store front of dna motoring on November 30th 2020 for about $100. Upon initial installation the passenger side did not fit correctly but I didn't think anything about it because they were aftermarket parts. The the headlights began to hold moisture. Now there's 2in of water sitting in the headlights causing my bulbs to burn out. I've contacted this company a total of 5 times and have yet been able to speak with anyone. I called Amazon first she said the order wasn't on my acct even though I read the order # directly from my account, the proceeds to tell me the entire order has been refunded which is incorrect. I have proof that it was not. She simply did not want to deal with this. I am not the only customer with this issue as there are 100s of horrible reviews with similar issues. All I wanted to know is if they have a warranty but the lack of customer service is atrocious. If someone would answer the phone or reply to my many emails this would be no issue. How can you have a company that won't reply to their customers.

  Business response

  07/06/2022

  Business Response /* (1000, 5, 2022/06/22) */ Our return policy is listed on all our Amazon listing pages. We offer a 30 day FREE return money back guarantee and all returns are for refunds only, extended warranty is not included with any of our orders nor was it listed as included. For this reason we're able to offer our parts at the lowest cost possible compared to our competitors. Unfortunately the customer used the product for too long and the return period for this order has long expired.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've ordered headlights from them for a bmw e92 for the price of 650 dollars. After a month one had condensation in it, which fried the ballast and making the headlight not work. I thought "Small factory defect, it can happen". When contacting them, they could not just replace the ONE headlight. I had to send in both for a full refund OR get a partial refund of a measly 40 bucks. This is an awful policy for headlights since you basically need them to drive your car legally. I am currently in the process of returning these. I ordered a second set of these, and they arrived with one of the mounting tabs broken. I contacted them again, and again I am asked to send in both headlights. We are now on week 3 of the car being down due to not having headlights. The correct solution for this problem would have been to overnight me another headlight and give me a return shipping label for the headlight with the defect. It seems that their parts have very poor quality-control and their ability to give an actual solution is nonexistent. To anyone reading this, stay away from this company.

  Business response

  06/27/2022

  Business Response /* (1000, 5, 2022/06/15) */ We reviewed the photos and the condensation was minor which can occur even with original OEM headlights. However our customer service representative responded in a timely manner and offered the customer either a return for a full refund or the option to keep the order as is with a partial refund. The customer chose the partial option and happily agreed to a $40 partial refund to keep the headlights as is to finalize the transaction. We issued the $40 partial refund immediately then 4 days later the customer changes his mind. All issues must be resolved at once and we cannot continue to keep giving money back when the customer should have negotiated a better partial refund option to begin with if he was not fully satisfied so we provided the customer with a prepaid return label to return the whole order back to us for the rest of his full refund. Here is a screenshot link of the buyers email conversation with us: ******************************************

• Initial Complaint

  06/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered exhaust headers for my ** ** **** mustang coupe , received a beautiful set of polished exhaust headers unfortunately the part was for ***** ** mustang, upon contacting DNA motoring ****** on hold) about the issue I was told they couldn't find my order in their system and therefore couldn't help and hung up on me , but I called back another wait for an hour and fifteen minutes finally get someone who started out politely asked for my order information of which I provided, only to have the guy start yelling at me "I ALREADY SAID I CAN'T FIND YOUR **** **** ******* then hung up on me again. Not my fault he was having a bad day I just want the right part and of course now I'm past the return deadline but even if I was within the timeframe allowed how can I return something I didn't order, they sent wrong year part with packing slip saying it was ***** ** mustang exhaust header set , I guess since they can't even be on the phone without cussing and yelling at me I'll find parts somewhere. Highly disappointed in the treatment by customer service representative especially since it was a total of 2hrs wasted time just to get someone on the phone

  Business response

  06/15/2022

  Business Response /* (1000, 5, 2022/06/10) */ To better assist you with this matter may we ask what is the name of the representative you had spoken to? Also what date did you call in? Consumer Response /* (3000, 7, 2022/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Representatives name will not be provided as the BBB requests to not put personally indentifiable information in complaints and I have enough respect for others that while not including my information I'm not putting their name out like that either. Instead I'll say DNA motoring representative training needs vast improvement when dealing with customers , my call was placed to DNA motoring in attempt to settle this finally last month and again last week (no answer ) but alas call dropped after timing out and rather than continue to be treated in such a manner twice I'm letting calmer heads prevail and public opinion can decide based on facts presented in open forum. Business Response /* (4000, 9, 2022/06/10) */ Our return policy is listed on all our Amazon listing pages. We offer a 30 day FREE return money back guarantee and all returns are for refunds only, extended warranty is not included with any of our orders nor was it listed as included. For this reason we're able to offer our parts at the lowest cost possible compared to our competitors. Unfortunately the customer used the product for too long and the return period for this order has long expired. Consumer Response /* (4200, 11, 2022/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Claiming that customer used product for any amount of time is false, customer spent that time trying to contact DNA motoring about the product being incorrect -i ordered exhaust headers for a ** **** ** / *** motoring shipped me exhaust headers for ***** ** mustang: completely different fitment between the two after using the return time trying to contact DNA motoring to have finally reached a representative that couldn't find my order information in company system and choosing to act in such a rude manner compounding his unprofessionalism with the second call after being hung up on. So NO I do not accept DNA motoring's scripted response to issues , trying to pass *** blame over to customer and negated the fact that wrong product was sent out and representative behavior was completely unwarranted and absolutely disgusting.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The products they sell are broken and no refundable and no customer service at all or anyone to talk to. Very poor service and scam.

  Business response

  01/25/2022

  Business Response /* (1000, 5, 2022/01/12) */ Our return policy is listed on all our listing pages. We offer a 30 day FREE return money back guarantee and all returns are for refunds only, extended warranty is not included with any of our orders nor was it listed as included. For this reason we're able to offer our parts at the lowest cost possible compared to our competitors. Unfortunately the customer used the product for too long and the return period for this order has long expired.

• Initial Complaint

  11/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered headlights for my 2006 Volkswagen Jetta gli my ********** mechanic informed me that the lights were not set up to work with the lighting system for my model vehicle. It was advertised that it is compatible for my type of vehicle that is why I purchased the headlights from the company who posted it on **** *** ********* I contacted the seller *** ******** and they agreed to send me via Email a payed shipping label to send back the merchandise and which I did send and they received their merchandise back. They have not send my refund and when I talked to someone from customer service support they said they couldn't send me my refund I would have to get my bank involved and which I did my bank informed me they were unsuccessful getting the refund do to the time frame.

  Business response

  12/01/2021

  Business Response /* (1000, 5, 2021/11/11) */ eBay's new manage payment system will only allow sellers to submit a refunds for returns for orders within 90 days from the order date. The order was purchased on 03/15/2021 however the customer did not return the order until 07/20/2021. Unfortunately the return period has expired and there is no longer an option refund this transaction on eBay. Feel free to contact eBay customer service for more information on the return process if needed. Consumer Response /* (3000, 7, 2021/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business gave me a shipping label to returned their merchandise letting me believe they are going to refund my money from a product that was the wrong product falsely advertised on the Ebay website the product was not compatible for my vehicle my car was in the automobile shop to have the headlights installed which was the wrong headlights for my car and it took more time than I expected which happened to go over the 90 days return policy they have their merchandise and my money how honest is this. Business Response /* (4000, 9, 2021/11/15) */ The order simply should have been returned back to us in a timely manner and we would have had the option to fully refund your payment. Unfortunately eBay no longer allows us the option to refund your order. Consumer Response /* (4200, 11, 2021/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) My vehicle was in the shop for little over 3 months it was beyond my control that the mechanic couldn't get to my car during that time frame. The merchandise was the wrong product they should refund my monies just on their false advertising.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩