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Complaint Details
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Initial Complaint
03/20/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Size of material is not what the description says on their website
Business response
03/21/2024
Thank you for taking my call today. As discussed, we advised you that you were having fitment issues because you purchased an item that required you to have the "original side panels" for your vehicle. It is clearly listed on our website prior to purchasing the product. That is the only reason why you are having fitment issues. Once the original side panels are installed, you will experience no further issues. If you need any further assistance, please call us at ###-###-####.
Initial Complaint
12/18/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
About 2 weeks ago I ordered a carpet kit, the manufacturer is Auto Custom Carpet and they claim excellent factory fitment. 2 things: First upon opening up the kit I found the padding, which was unbelievably incomplete BUT from the phone conversation I had with them, incomplete is what they only provide. 1 piece of padding for the passenger side foot well area, 1 piece of padding for underneath 1 of the 2 front seats, your choice... and then 2 rear foot well pieces. There is nothing for the drivers side foot well area which is the highest use area and most likely for anyone replacing their carpet they'll need new padding there. Only one side for under seat padding, zero tunnel padding. Factory/OEM carpet has the padding glued to the carpet and gets destroyed when you attempt to remove it. ACC does not in any way provide enough padding to replace what's removed. Second, this carpet kit was formed unbelievably poorly, the height between my factory carpet tunnel and theirs is almost 3" off, the pockets formed for bends and corners have a huge radius compared to OEM, the backing on the carpet where radius is tight looks like it's going to fall apart, corners and ledges are very poorly pressed, I'd gamble the platten or their press plates were not up to temperature when my carpet was formed. This kit will never fit my car correctly no matter how hot my steamer gets. You cannot in any way possible test fit their product without opening up clearance holes for seat studs, transmission linkage/hardware and parking brake assembly but their policy is once you touch it with a blade it's yours forever. ACC can manufacturer garbage and your stuck with it. FYI the carpet had rested in my living room for days before I tried to install it on my Mustang, also my garage is heated, this carpet had plenty of time to relax and regain shape before I attempted to install.Business response
12/12/2023
Mr. H***** did not order from Auto Custom Carpets, Inc. He purchased his carpet from a secondary seller, OC Auto Carpets. Any refunds or exchanges will need to be addressed with OC Auto Carpets.Customer response
12/19/2023
Complaint: 20995509
I am rejecting this response because: this company is a scam, they produce GARBAGE and have statements regarding if you touch the carpet you're stuck with it. ACC should be investigated for fraud, they 100% know that in NO WAY POSSIBLE nobody can test fit carpet over studs, welded in brackets and other features on the car floor without cutting clearance holes. They know this and word their statements according, so they can pedal their trash and keep your money. Just read their response above, zero accountability and loud mouth statements that are completely fraudulent.
Regards,
**** H*****
Business response
12/19/2023
Our manufacturer, Auto Custom Carpets, is the leading manufacturer in the industry here in the United States and they have the highest quality standards in the industry. They have been in the business for over 40 years and get as close to the OEM specifications as possible. We have repeat buyers from auto upholsterers, restoration shops and end users who purchase and install our carpet kits everyday and are very happy with the finished product.Customer response
12/19/2023
Complaint: 20995509
I am rejecting this response because:Lies. Also, you are one of, if not, the ONLY manufacturer of carpet. You have zero standards, been in business for 40 years? So? I've purchased your product about 15 years ago and this new carpet compared to what I got years ago does not even come close to comparing. You say over and over, word for word every time that auto upholstery shops routinely purchase from you and their happy, I do not believe you.
Regards,
**** H*****
Initial Complaint
10/16/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered a new vinyl floor on 9/3 - Never received order information or tracking. Yes, I checked spam. Called on 9/7 and got tracking on 9/8 - survey on 9/9, another survey on 9/14. E-mailed on 9/24 and advised incorrect product was ordered/shipped. On 9/25 the order information was sent stating the order was non-returnable - even though the rest of the site says nothing about a custom product being non-returnable or that this was even a custom product. After an exchange of a few e-mails, Beau called and was quite rude stating that this was a non-returnable product and there was nothing he could do.Business response
10/16/2023
We are sorry to hear that you're unsatisfied with our service. Your order was placed on 9/3. We immediately emailed you an order confirmation to the email address you provided. On 9/8 your order shipped, and an email was sent out that evening with the tracking information. You contacted OC Auto Carpets on 9/25 with fitment issues. At that time, we advised you that you ordered the vinyl mat for the wrong cab size. You ordered it for a regular cab, but you advised us that you have an extended cab. Per your order confirmation, the product you ordered is custom and non-returnable. Unfortunately, the manufacturer will not accept a return on this product. If you would like to order the product for the correct cab size, please call us at ###-###-####. Thank you!
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Customer Complaints Summary
3 total complaints in the last 3 years.
3 complaints closed in the last 12 months.