ComplaintsforRaney's, Inc.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order was placed on 9/27/23 through Raneys Inc for a custom fit set back axle bumper for a peterbilt 579 for 1258.95 which they ordered through ****** ****** ******** it arrived on 11/10/231. When I ordered this I explained that truck was in a small wreck and bumper needed replaced. I asked if we could receive faster than time stated. Adrienne at Raneys stated she would reach out to ****** to see if it was possible. They stated best they could do was have it to me in 4 weeks. It was not. I was presented with two more delivery dates before it arrived. Upon receiving we started the installation and noticed a Crack in top of bumper. Bumper was also not fitting correctly. See attached pic, gap should not be that big between bumper and hood. Fog light bracket and bumper holes do not match. Both were manufactured by ****** ******. Contacted Raneys warranty department and they contacted ****** ****** ********  ****** said Crack was not actually a Crack but a bad grind job plated over. Pic shows clearly a Crack that has started to rust. ****** asked for measurements describing gap which I provided they stated there was nothing wrong. Pics do not lie. They offered to send another bumper if I first returned this one. They stated it would be another 6 weeks after I sent this one back till new one arrived. I explained I could not do this because truck needed to get back on road to make income for my family. Told them I would return this one as soon as correct bumper arrived they would not agree to that, which meant I would have had another 6 weeks with no income because of their inadequate manufacturing/shipping. Looking for full refund and I will have this bumper altered OR they can send a replacement and i will send this one back once correct one arrives. 1

  Business response

  12/19/2023

  Hello Mr.******* 

  ****** ****** ******* is a USA based manufacturing company and as much as they can promise a date multiples factors can occur that could delay a manufacturing process. However, your order was placed on 09/28/2023 and was fully processed in our system the following business day on 09/29/2023. Four weeks from that date would have put your shipping date at 10/27/2023 and when this was escalated to our customer service manager she worked with ****** ****** to get this shipped out on 11/03/2023 resulting in delivery on 11/10/2023. We fully understand the importance of you having a bumper which is why we made sure to work with ****** ****** to get you your bumper as soon as possible. On 11/14/2023 that same manager was contacted that you were facing difficulty with fitment and quality issues. Photos were requested but a guard had been installed on the bumper which interfered with the process of verifying some of the issues you were facing with the way it was manufactured. ****** ****** was not able to fully see all of the discrepancies you were describing which ultimately resulted in them needing to bring the bumper back to their facility for quality inspection. This would have been no cost to you and they were willing to either provide a full refund upon return or expedite a replacement. As far as the crack you were describing they could also see that it was not a crack however a bad weld that was not smoothed properly and then ******d over. This also is displayed in the photos that you provided. Surface rust is now occurring on the weld where the ****** is coming off. ****** ****** recognizes that defect which is also why a no cost freight pickup option was provided to you. On 11/15/2023 after phone conversations between you and our customer service manager and an email correspondence we did not hear back from you. I apologize if none of the options that were provided worked for you but ****** ****** as well as Raney's, LLC. did their best to assist you in this matter. However, in order to help you we do need a level of cooperation which we did not receive to try and resolve this matter.  

  Customer response

  12/21/2023

  
  Complaint: ********
  
  I am rejecting this response because: here is a picture of the installed guard that is inserted into the peterbilt oem tow hook holes. You stated that this was interfering with the bumpers fitment, should I let America's number one truck manufacturer know that they installed their tow hook holes in the wrong position to accommodate your poor fitting bumper? Pay attention to previous photos and you will see the large 3 inch gap between the hood and the bumper and if you would pay attention to the fog light brackets that are located behind the fog light holes in the bumper you will see that the bumper tow hook holes should have been roughly 1 and 1/2 inches lower which would have closed the gap up between the hood and the bumper and also allowed the fog lights to be properly positioned. You were told this truck could no longer be off work to wait another 6 weeks for another bumper. I also told you that upon receiving the second replacement bumper I would return the first and you declined. This truck will be at MATS for anyone who wants to inspect the fitment. 

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

• Initial Complaint

  12/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a set of vent shades from raneys I verified the part and part number before I placed the order an older box that had been retaped arrived the vent shades that arrived were not correct though the box was correct. I contacted the seller they stated they don't make mistakes and I ordered the wrong part and would not refund me. After two weeks of mindless nonsense emails they agreed to take the items back and emailed me a return label. Three weeks have passed still no refund and they won't refund the 37 in shipping stating I'm at fault for ordering part 839 from them which is correct and the manufacturer shows the correct part and the same part number on their web site and the manufacturer was sent photos and stated those are not the correct items for an international LT but the box was the right box with the correct number just the contents were not. I recontacted the seller after numerous emails and phone calls they now claim they can't refund even though they have the item back they state the part is correct and my debit card company won't process a refund I said send a check or out it on a different card they refused. And I also mentioned to this ********* ******** about the part not being correct and she said her people verified it was correct although the manufacturer said it was not and after I told them it didn't even come close to fitting on the truck. Attached are photos of the correct piece from the manufacturer and their parts. It seems they don't want to refund anyone but give a store credit and after all this myself and my company have severed all ties with them.

  Business response

  12/13/2022

  ************* *************** you for bringing this situation to our attention. We did try and have someone from our management team reach out so this can be discussed via phone directly after receiving this review but unfortunately we were not successful in reaching you. Her extension was left and you are more than welcome to call her back directly. Looking into this situation we do see the discrepancy between the year range on our listing as well as the year range on the manufacturers listing and the catalog. This was brought to the attention of the manufacturer and a credit for shipping has been provided. We will be more than happy to extend that credit to you so a full refund can occur for the product that was returned as well as the shipping. There has been multiple attempts to refund your original form of payment but due to the type of prepaid card that was used it would not allow a refund to be processed. We can go forward with the exception of sending a check but will need to confirm the details with you. We truly do apologize for the situation to come to this and for the miscommunication that has occurred between our customer service team and yourself. It certainly is troublesome to hear that you would prefer to stop doing business with us and we can ensure you that it is never our intention to lose a customer. We hope to resolve this matter promptly.

• Initial Complaint

  11/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I order a pair of door panels for my peterbilt 379 and I never received I got an email from raney 3 months later question about the product if it been delivered I reach out to them because I never did and asked for either them ship my item or a refund and they refused both because apparently they shipped item which I never received then they call me with only giving me a 5 percent discount

  Business response

  01/06/2023

  Business Response /* (1000, 5, 2022/11/30) */ Hey *****, We apologize it has come to this in order to try and get your situation resolved. In a previous review as well as phone call discussions we did attempt to explain the matter at hand in its entirety and the limitations that we have when it comes to your order due to the time frame. Your order was placed on 08/29/2022 for door panels. They are made to order and takes around four weeks for the manufacturer to complete production. They shipped it directly to the address you provided on 09/21/2022 and it was delivered on 09/23/2022. The *** tracking number was also emailed to you directly on 09/23/2022 making you aware that the product had been shipped out. We were not contacted by phone or email until 11/23/2022 when you asked for the status of your order. Due to the time frame of it now being over 60 days when you made us aware that you never received your order we can no longer file a claim with ***. A discount of 5% was offered to you as well as a response to a previous review was made that a 12% discount could be offered due to our current promotion. We understand your ultimate goal is to get a full reimbursement or receive a replacement however since we were not contacted during a suitable time frame to take care of a possible lost package and file a claim there is not much further Raney's can do. We would love for *** to have an extended period of time to file a lost package claim but they only allow 60 days. We hope this explanation helps. Best regards, Raney's, LLC. Consumer Response /* (3000, 7, 2022/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes I was aware that you sent me a shipping confirmation but you did not reach out until after November to ask if package was delivered witch I responded to you guys and it said on your website at that time item was in back order and could take up to 2 months so I never thought this would happen even if u guys couldnt give me a refund I asked if you could send me item and you told me no I get package all time with no issue today I received a turbo and miror for my peterbilt with no issue through ups and item where sign for so I don't see why if you did deliver it I refused the 5% off is nothing compare to the 1000 dollar loss I'm taking from your company idk about you but hurt because I work very hard for my money and I try keep my truck looking nice also u offer that to everyone that's an insult to any customer Business Response /* (4000, 9, 2022/12/02) */ The email that you are referring to is not a direct communication from Raney's. That is a third-party review system that we use for you to review your products and your experience. It has no association with an actual Raney's employee reaching out to you. It is just a third-party website so we can keep track of our consumers and how they are reviewing their experience and the products that were purchased. You are acknowledging that a shipping confirmation was provided which contained the tracking information and makes you aware that your order is on its way. The product does have an extended manufacturing time but once the shipping confirmation is sent that means that your order has been shipped and is on its way for delivery. We are certainly not trying to hurt you in any way and appreciate all of the hard work that drivers endure. Due to the time frame however that you personally reached out to Raney's for an order status and made us aware that you never received your order we are not able to file a claim with ***. They have limitations on their claims process and we were not contacted in the proper time frame that you did not receive your order. The 5% was not offered to be an insult at all and we can still honor the 12% off if you do choose to proceed with an order. If we could file a claim with *** we certainly would. This is the offer that stands and there is nothing further that we can offer at this time. We apologize if this is not a sufficient offer but we are acknowledging your frustrations and wish there was more we could do.

• Initial Complaint

  07/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 9th at 11:11 A.M I ordered headlights for $737.47. At 3:00 P.M I called and talked to customer support to cancel that order. I was assured that it was canceled. Fast forward to June 15th I got a call at 8:00 A.M saying that my order has shipped and that they couldn't cancel the order and I will have to return it. But that I couldn't start the return because there was no shipping info. The next day June 16 at 11:10 A.M I receive an email indicating that the item has shipped. Wednesday, June 22nd, 11:02 A.M the package is delivered. I contacted Raney's about returning their product and was informed that I would have to pay to return the item that I had canceled. It took 7 days to ship and 6 days to deliver. After arguing that I shouldn't have to pay to return an item that I had canceled they didn't want to help me. But after I mentioned that it took 7 days to ship instead of the 48-hour guarantee, they agreed to pay the return shipping. Now after all that hassle, I didn't even receive my full refund. I only received $715.19.. what happened to the other $22.28? I could understand if I had taken days to call and cancel my order and it had already shipped that I would be responsible to pay for the return but it took 7 days to get shipped. There was plenty of time to cancel my order but it wasn't canceled.

  Business response

  08/04/2022

  Business Response /* (1000, 5, 2022/07/27) */ ******* We first just want to thank you for bringing this matter to our attention. The order was placed on Thursday 06/09 and that same day a cancellation request was received. Typically with the warehouse that this is shipping from due to their processing times if the order is in stock we are not able to cancel the order and it will process and ship within 24 hours from the order being received. However, the order did not ship until Thursday 06/16 which is unusual. Based off of that information our cancellation request should not have been denied. Due to the error in the usual process we have provided you a full refund and the additional $22.28 has been refunded. We have tried reaching out to make you aware of this determination via email and phone but we have not been successful. We do hope this resolution meets your requests. Please let us know if there is anything further we can do. Consumer Response /* (2000, 7, 2022/07/27) */ I have been contacted by Raneys and the issue has been resolved. The man that I spoke to this time was very eager to help. Much appreciated!

• Initial Complaint

  06/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a set of fenders for my semi. It was sent with wrong hardware. I was told put purchase a different set of hardware to get the work done on my semi, and I would be refunded for the hardware I purchased. Hardware was sent back and returned the week of May 23, 2022 lesser refund was issued on 6/2/22. I as not refunded the full amount like I was told. Have left messages inquiring on refund. This company is conducting bait and switch tactics at customer expense. I was charged $993.66 and refunded $761.65 which is short $232.01. The have the product back and refuse to refund me the full amount owed to me.

  Business response

  07/01/2022

  Business Response /* (1000, 5, 2022/06/09) */ Mr.********, We first just want to apologize for any frustration that you may be experiencing regarding this transaction and we hope to clear up any confusion regarding the amount that you were refunded. A purchase was made on 05/02/2022 for a quantity of two Minimizer 2260 Series Truck Poly Fenders For 22.5" Or 24.5" Wheels and a black plastic triangular bolt on bracket kit was chosen. We had listened to the call between you and your sales representative due to you receiving the kit and advised us that they were too short and would not work for your intended purpose. It was found that you believed those would work for you but sadly they did not. You made another purchase for another set that you believed would work since those were longer on 05/18/2022 in the amount of $993.66. The amount that you are disputing is your second order that was made and was not returned to us those are still in your possession. However, your original purchase on 05/02/2022 you did return the bracket kit to us. Those brackets were less expensive which resulted in a refund of $761.65 which is the cost of the brackets that were returned to us and tax as well. We hope this breakdown helps explain the reasoning for the refund and clarifies the amounts for both of your transactions.

• Initial Complaint

  06/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I PURCHASED A TRUCK PART AND IT DOESN'T FIT PROPERLY BECAUSE IT HAS IT HAS A FACTORY DEFECT

  Business response

  08/03/2022

  Business Response /* (1000, 8, 2022/06/24) */ We do just want to first apologize for any frustration that this transaction has caused you! We did receive photos of how the grill is fitting on your truck and had the manufacturer review it. Per the manufacturer it is not a defect that is occurring however the way it is installed is causing it not to sit flush to your vehicle. We have provided more detailed instructions as well as a diagram which we do hope will resolve the fitment issue that you are experiencing since it has been determined that a defect is not occurring. Please let us know if this matter has been resolved based on the further information that was provided.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The product I order supposed take max 16 weeks. I paid in full. This is a Fox shock absorbers. I still waiting since September 2021, more have year. No product no money.... I WANA THIS, or money with penalty. Look like the website is scam. Holding money promise nothing!?!!!

  Business response

  05/03/2022

  Business Response /* (1000, 5, 2022/04/11) */ We first just want to deeply apologize for the wait time that you have experienced regarding these Fox Shocks. Our listings for this product currently stated it is a 14-25 week lead time and extended delays are possible. Fox produces a premium high end shock and it does have an extremely high demand. Fox is doing their best to produce them and stock our inventory as fast as possible but they have been experiencing many delays. We understand you have been waiting since September but what you are currently doing is the best option for you to get this product. Rightnow you are currently in line and by keeping your order active you will be one of the first customers to get these once our stock is replenished. If you would like to cancel your order we do completely understand that and a full refund will be provided. We certainly do not want to give you the impression that we are trying to keep your money. We just want to be open about the fact that if you cancel your order and order this same product at a later time you will be restarting your position in line for these shocks. This is what occurred when you canceled your previous order. Due to the delay a discount was provided and refunded to you because we do appreciate your patience. We do hope you continue to be patient with us while we wait for more inventory on these shocks and we do just want to state that if you do continue to wait no additional discounts can be offered beyond what has already been provided. If you change your mind though please let us know!

• Initial Complaint

  03/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  on jan 19,2022 I purchased a Grill for a 386 peterbuit, Product showed up and was in good shape However the grill was installed and it makes the truck run hot due to lack of air flow. Spoke to Raney's via email a few times and they had no solutions for my problem nor did they offer to have me return the product for a full refund. i'm here looking for a refund on a product that will not work on this truck. I don't think i have to eat 607.00 dollars

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2022/03/07) */ We can certainly sympathize with your situation here. We wish we were able to know the cause of your problems but here is all the information we have. When this was brought to our attention on 02/17/2022 we immediately met with the manufacturer and reviewed this situation. The installation appears to be correct and from a manufacturing standpoint, the grill is built correctly. It's also worth mentioning that this grill has been run on many trucks for years with no issues with overheating So it seems that is something isolated to your specific truck. We suggest exploring what other underlying issues could be causing the overheating since there is no evidence to suggest this is being caused by the grill. Unfortunately, we cannot provide a refund for the reasons mentioned but we hope this points you in the right direction to eventually locate the cause of your problems. Consumer Response /* (3000, 7, 2022/03/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) First and foremost this product has not be in production for many years. Not according to R****'s warranty department also let me make this statement towards R****'s response again according to the email from r****'s warranty dept there have only been 21 units sold so there for everything they (R****'s) just stated is a out right lie to me the customer. It's all a lie and R****'s and the Manufactor will not disclose any other reports for I have ask. what a scam. Business Response /* (4000, 9, 2022/03/14) */ We do wish to elaborate on our previous statement as well as the response that you provided. There seems to be a misunderstanding and upon review of the phone recording with our staff we simply stated that we sold 22 since January. But the truth is that we have sold so much more than that and our first sale was recorded in 2019. It was also stated over the phone as well in our email correspondence that the manufacturer as well as us have had no recorded complaints or issues regarding this product causing overheating issues. We understand your frustration and we do sympathize with the predicament you're in however, after a discussion with the manufacturer and looking at the history of this product this is not the cause of your truck overheating and it is due to most likely an undiscovered mechanical failure. Consumer Response /* (4200, 11, 2022/03/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Due to Rush P********, there is nothing wrong with the truck, The Factory grill has since been replaced and there are no issues with overheating, Due to R****'s policy and I quote from their own website that they offer a easy and friendly return policy but for this item in question that does not apply. There is only one comment on their website about this product, I myself have left a review on said item and R****'s police the reviews left by customers. Also, furthermore according to the warranty info on side product i have did everything ask and have yet been offer a full refund. Thats what i want is my money back for this product. Business Response /* (4000, 13, 2022/03/25) */ Thanks for updating us on this matter. In light of new information you provided us after visiting the dealer, it is concerning to us. We think the most reasonable decision is to refund you for this product. We will certainly be looking into this issue further and we appreciate your continued involvement with this even though we understand it's been a difficult situation due to its uniqueness. We wish you the best with your new grill Consumer Response /* (4200, 15, 2022/03/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will completely be satisfied if R****s will send me a email with a case number and refund case number so I can return this product and get a full refund. ************************

• Initial Complaint

  02/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a locking DEF cap from Raney's Truck Parts, was shipped by Freight Defense, arrived with keys that would not work. Raney's refused to issue a RMA return, said it was a warranty issue, I disagree, if they can't ship right keys, I should be able to return the product. Raney's said they would get back to me via email. NO RESPONSE since.

  Business response

  02/21/2022

  Consumer Response /* (2000, 5, 2022/02/07) */ ---------- Forwarded message --------- From: *********************************** Date: Mon, Feb 7, 2022 at 2:00 PM Subject: Re: BBB Complaint Case# ****************************************** To: Better Business Bureau ******************* They finally contacted me on this issue and are issuing a RMA and replacement product that has working keys please put this on hold for now until I receive the replacement product *****

• Initial Complaint

  01/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had ordered a part from them Which was returned due to mistakes of UPS. I made numerous attempts to contact both ups and Raneys to resolve the issue. I was told that they won't refund what I paid for shipping and would need to reorder the product. Now I'm being told I habe to pay more for the same product I already paid for and was returned to them. I spoke with bot Alan and Stephanie and neither was willing to contact ups on their end to get a refund for the shipping costs I originally paid. I sent them proof that it was UPS's mistake along with an explanation of all the attempts I made to contact UPS to resolve the issue with them too.

  Business response

  02/24/2022

  Business Response /* (1000, 5, 2022/01/19) */ Good afternoon. We can understand your frustration here and we want to come up with a resolution so this ends happy. There is some additional context we wanted to provide so this situation has a full picture. Originally this order was shipped out on Tuesday 12/21/2021. It arrived at the Canadian border on Thursday 12/23/2021 and cleared customs. That same day the import charges were due which is duties, taxes, custom fees, and other brokerage charges for it crossing the border. What complicated this situation was when you attempted to broker your own package personally instead of letting UPS. That is something we very rarely see someone do. After that point something fell apart between you and UPS. They held the package and were waiting for it to be assigned a new broker but that did not occur so they sent it back to us. It was held until Wednesday 12/29/2021 and they then returned them to the sender (which is Raney's). Even though the brokerage arrangements were altered from the way that Raney's set the shipment up, we still wanted to help you. We were definitely trying to reach UPS to assist and even contact our personal rep. Unfortunately, it's not very simple to get someone on the phone that can make decisions about these matters. But we certainly don't want you to think we didn't care to help. Fast forward and we received your return back on Friday January 7th and Monday January 10th and a refund of $347.31 was refunded back to you on Tuesday 01/18 and the part was rer-inserted into our inventory to go to the next customer in line. Even though Raney's was charged for those headlights returning back to us, we did not charge you for that fee. Normally though when someone is sent back to us our return policy states that return shipping is at the expense of the customer. However, we understand that the situation is unique and we wanted to help you even though that still was charged to Raney's. In regards to buying the part again, I can understand where you are coming from. If I was you it would not make sense to me why we can't just charge the same amount of money for the same parts. Truth be told is we have many price increases when a new year comes. A lot of our suppliers increase costs for the new year and with supply issues during the pandemic those price increases happen even more often than just once per year. In all reality, the lights that you will be sent out would not be that literal same box again. But like I said, it only makes sense you pay the same retail price so we can agree there. We will also let you have 10% off the product again just like before. Now that only leaves the shipping charges to send this item back out. Since it was not Raney's error that caused the item to come back in the first place, we normally would be charging you shipping to send this item out again. We will make this one time exception to just charge you for the product only and not for new shipping. However, if any future issues occur with you trying to change the brokerage then Raney's will not be responsible for any costs incurred and they will be deducted from your refund should another return to sender take place. I hope this situation is resolved to your satisfaction and I truly apologize that you had these experiences with UPS. We will Please call me at extension 832 and I will get you set up with a sales rep to charge you the correct amount of money for the new products and get you all taken care of. Consumer Response /* (2000, 12, 2022/02/06) */ Thank you the problem has been resolved I was waiting to ensure the product was received before closing the case. I would like to point a couple of things they stated that they refunded me, I told them that there was no need to do a refund all they had to do is ship out the same product I had paid for. They also stated that they didn't ship out the same product but I have an email stating that it was the same part because they told me I could let them know if I wanted to get the product they would put it aside for me or give it someone else.

*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. ↩