ComplaintsforArnott, LLC.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AVOID Arnott!! - - - DO NOT BUY ARNOTT PRODUCTS! I contacted Arnott technical support to confirm which struts I needed to order for my vehicle and was given a part number. I ordered the Arnott recommended parts from a supplier and paid to have the struts installed by my mechanic. After installation, the service suspension light remained on my dash. I called Arnott customer service and was told they are having issues with the sensors, and I would need to swap them out. Arnott mailed me replacement sensor which I paid additional money to have installed by my mechanic. After the new sensors were replaced, the service suspension light remained on. Again, I had to call Arnott and was told that I would have to replace the struts with a totally different part number. Arnott shipped replacement struts and I had them installed by my mechanic (3rd time I had to pay the mechanic!!!). Arnott refused to pay the cost of installation of the replacement struts even after they said they would pay all installation costs. I reached out to Arnott customer service and they refused to assist. DO NOT WASTE YOUR TIME and MONEY with Arnott.

  Business response

  05/29/2024

  Customer contacted our technical support team for a product warranty.  We assisted with the parts that he needed and when those did not solve the issue, we sent the customer an original equipment strut free of charge.   We also waived our policy and agreed to compensate the customer for labor.  Per our warranty, defective product must be returned with a dated original receipt from the installer or retailer from whom it was purchased.   The customer was unable to return the product and the labor claim was denied.

  Customer response

  05/29/2024

   
  Complaint: 21529648
  
  I am rejecting this response because:
  The response supplied by Arnott in not accurate.  
  

  I purchased the original struts from o r of their representatives, then I paid to have the struts installed by my local mechanic; and they did not work.  I contacted Arnott and Arnott then sent additional parts which I had to pay additional labor to have installed, which again did not solve my problem.

  I then contacted Arnott a 3rd time and they agreed to ship new struts free of charge and then refund me for my labor costs (which I incurred 3 times due to their fault product).  I should not be forced to pay labor to install their parts multiple times due to their QA/QC issues.  
  
  After I contacted Arnott and supplied the 3rd labor invoice; they refused to pay for the labor I incurred.  
  
  Terrible customer service not supporting a consumer after supplying faulty parts  

   

  
  Sincerely,
  *******************

  Business response

  06/03/2024

  Per the agreement with customer, struts were to be returned for payment to be processed, the struts were never returned.

  Customer response

  06/03/2024

   
  Complaint: 21529648
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

   

  i was told I would be reimbursed for the  2nd labor fee to install the struts once I provided the invoice. I provided the invoice and Arnott refused to reimburse me the labor costs. I was forced to pay for installation labor twice due to their faulty struts. 

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