ComplaintsforMartian Wheels, LLC

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a set wheels March 28th. I immediately noticed a new noise while driving - trying two sets of tires, so it is definitely from the wheel change. It is a medium-pitch, variable droning between 20 and 50 mpg (where I spend most of my commute). The noise is audible most of the time I am driving. I contacted Martian Support. At first they had a 24-hour response time to an email request. They initially seemed like they wanted to work with me. They had me send videos on the sounds. They claimed it was not the fault of the wheels. The return policy does not say you cant return wheels based on dissatisfaction. In fact it says all returns not due to manufacturing defect are subject to a 15% restocking fee, so they must accept those returns. They mention 15 days several times in the policy and I made sure to start my conversation with them well before that time frame. Though they almost never answer their phone, I actually got **** to answer one time. I believe he is the owner of the company. He said that if I wanted to return the wheels it would become a customer satisfaction issue. He said he couldnt sell them as new after a return and wed have to come to a fair agreement on a buy-back price. I stated that I was interested in that and would try a few more days to get used to the sound first. I made sure to respond within 15 days that I wanted to return the wheels as the new noise was just driving me crazy. I mentioned my conversation with **** and used his email address and the normal support email address. I replied to the same email thread I had been conversing with Martian on, so the history of the conversation was available to all. They did not respond to that email within ********************************************************************************************** I am reaching out to the BBB for help.

  Customer response

  05/21/2024

  I've been waiting a long time on this.  When is the next step and what is it?

  Thanks, *****************

  Customer response

  05/22/2024

  Also, they are claiming to be BBB Certified when they are not.  See screenshot attachment.

  Thanks, ***

  Customer response

  05/30/2024

  Will my complaint be logged on their BBB page? I added a review as well. Will this affect their a+ rating? Do you know they are claiming to be BBB certified on their website? 

  Thanks, ***

• Initial Complaint

  06/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I Ordered a ************ Package from them on 1/24/2022. Order #****. I paid the $4,250 thru my **** CC on that date.I have called them many times trying to check on my Order, have gotten thru maybe 3 times, and am told that the Order will be ready soon. They now no longer answer there Phone, and when you leave a Voice Mail they do not get back to me. They have no ***************** I have been willing to wait on the Order but there lack of any response anymore makes me wonder if they are even a viable Business. I actually can not even cancel my Order if I wanted, as they can not be contacted.

  Business response

  08/16/2022

  Hi ******,

   

  We are very sorry for the delay of your wheel and tire package - we see it is now delivered: https://www.ups.com/WebTracking?loc=en_US&requester=ST&trackNums=1ZX401250394092608/trackdetails 

  As previously expressed, the cause for the delay was the supply chain issues many businesses are dealing with and is completely out of our control. We even have a container that has been stuck at port for over three months (usually takes 3 days at that point), and we are being told on a regular basis by the shipping agency that is should be released any day now, again, for over three months. This creates a situation where it is impossible to make customers happy, no matter how good of a business we are. We sincerely appreciate that despite the long delay you did not cancel your order. We hope you will enjoy your new wheel/tire setup, and remove this negative review from BBB. 

   

  Thank you, 

*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. ↩