ComplaintsforSafety Restore Inc.

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent in a set of seat belts to have this company re-web and change the buckles. I purchased a 2005 ****** ****** Regular Cab 5 lug had been neglected to restore and to do an LS Swap w/ a Tremec TKX. Also while doing the swap I was gutting the interior and replacing seats, carpet and etc Now that the swap is mostly completed I like to take others for rides to let them experience 400+ HP feels like. But after installing the seatbelts Ive had nothing but ISSUES with the passenger side seatbelt. It locks & it will not let you fasten the seatbelt. I have to remove the bolt from the floor let it pull itself in then slowly pull it out to use. They told me to move the seatbelt mechanism to try to make it level as possible. Now the seatbelt is so jammed up that Im going to have to cut the seatbelt webbing to get it out! My advice is go somewhere else or just buy new because Im now getting the runaround and absolutely no help. My truck been down for almost 2 years with the swap and upgrades. Now I need to fight with this company or just buy new. I can do an LS Swap but I cant fix a seatbelt and this company refuses to return any calls! This is just sad and trust me I have spent a small fortune on this vehicle to make it right but now Im fighting over something as stupid as this! OMG

  

  Business response

  04/26/2024

  Dear ********************,
  We appreciate your feedback and would like to address the concerns you've raised. As the nationwide leader in seat belt repairs since 2013, our top priority has always been safety. Our team of experienced technicians and handlers take every step to ensure this priority is met. Upon learning of the issue, we promptly apologized and communicated with you through various channels, including email and phone.
  However, we note that you acknowledged tampering with the safety belts before seeking our assistance. Unfortunately, our employees were subjected to verbal abuse and disrespect, despite our genuine efforts to help. This included the worst of the * word (see attached screenshot.) This experience has shaken our faith in humanity, but we remain committed to finding a resolution.
  To that end, we are going above and beyond to assist you. We have offered to cover shipping costs, rework the seat belt (despite its compromised condition), and explore other possible solutions. We hope you will reconsider your review in light of our efforts to address your concerns and prioritize your safety.
  Thank you for your understanding.
  Sincerely, Safety Restore.
  
  

  Customer response

  04/30/2024

  Sadly the information is not completely TRUE?? Yes I used bad language because when I called and asked for a technician the man on the phone refused to let me speak to a technician or a supervisor / manager. Then he said he could help, He explained that he seatbelt mechanism may need to be moved just a fraction of an inch and to have the seatbelt mechanism as level as possible. I told him that it has bolts top and bottom and there was absolutely no way I could adjust it! He said still try. So the top hole was oblong up and down. The seatbelt mechanism absolutely would not clock one way or another. So I made the hole round by taking a drill to the hole. The top bolt is a 6mm bolt w/ a 10mm flared hex head. So by drilling out the hole approximately TWO to THREE millimeters to get just a little movement they are now saying that I voided the warranty! You know the way I was treated by EVERYONE at this company I just preferred a refund of the $100 plus shipping! Because I was hung up on twice, rudely treated and now making excuses. I dont need this treatment and will never do Any Business with this company ever ever again?? Lets just agree to disagree and they can go play Jacks in the freeway! BBB please change my request from repair to a REFUND! $100 please plus shipping I will buy new from the ****** dealer. Just an FYI to this company, A happy customer tells two / 2 about good service, an UNhappy customer tells ten / 10 about bad service. Not me Im going to tell everyone & anyone about the service I was provided here. Oh, Im a member of many automotive Internet forums. Im going to blast this company! Im positive I will persuade others not to use this company. Get them where it hurts, IN THE WALLET?? I can LS Swap into a Tacoma so Im guessing I can fix this myself, now please refund

  

  Business response

  04/30/2024

  We acknowledge and deeply regret the frustration and disappointment caused by your recent experience with our company. We take full responsibility for the issues you've faced and are committed to making things right.
  As a token of our apology and commitment to your satisfaction, we are pleased to offer a refund of $100 plus shipping, as requested. We understand that this gesture is just the first step in rebuilding trust, and we are dedicated to earning back your confidence.
  Since 2013, we have worked tirelessly to establish a reputation for excellence, reflected in our near-perfect ratings across various platforms. We are proud of our achievements, but we recognize that our success is dependent on the trust and loyalty of our customers. We fell short in your case, and for that, we are truly sorry.
  We want to assure you that the behavior of the employee who mistreated you does not represent our company values or standards. We are taking necessary steps to address this incident and ensure that our team provides the exceptional service you deserve.
  We kindly request that you give us another chance to demonstrate our commitment to excellence and customer satisfaction. Your feedback is invaluable, and we appreciate your patience and understanding as we work to regain your trust.
  Thank you for your business, and we look forward to serving you better in the future.

  

  Business response

  04/30/2024

  We acknowledge and deeply regret the frustration and disappointment caused by your recent experience with our company. We take full responsibility for the issues you've faced and are committed to making things right.
  As a token of our apology and commitment to your satisfaction, we are pleased to offer a refund of $100 plus shipping, as requested. We understand that this gesture is just the first step in rebuilding trust, and we are dedicated to earning back your confidence.
  Since 2013, we have worked tirelessly to establish a reputation for excellence, reflected in our near-perfect ratings across various platforms. We are proud of our achievements, but we recognize that our success is dependent on the trust and loyalty of our customers. We fell short in your case, and for that, we are truly sorry.
  We want to assure you that the behavior of the employee who mistreated you does not represent our company values or standards. We are taking necessary steps to address this incident and ensure that our team provides the exceptional service you deserve.
  We kindly request that you give us another chance to demonstrate our commitment to excellence and customer satisfaction. Your feedback is invaluable, and we appreciate your patience and understanding as we work to regain your trust.
  Thank you for your business, and we look forward to serving you better in the future.

  Customer response

  04/30/2024

  Ok thats fine I will wait for a refund but Im sticking to my original idea and I refuse to accept an apology from this company. The damage has already been done. Im going to let others know how I was treated and by checking around this type of business looks to be pretty competitive. I have already commented on Tacoma World, Miata dot net is next, with many others to follow. Sadly for this company Im retired old man with time to spread the love. /_(?)_/ 

• Initial Complaint

  12/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent my seat belts to be rebuilt. They worked on them and sent them back. I had them reinstalled and they don't work. I called but they never returned my message. They now say they don't work on older cars without electronics. They never told me that. I paid 260 dollars to have the belts removed and reinstalled by a professional mechanic. That amount would have to be spent again to remove them and send them to them again plus pay 18 dollars postage. They charged me 88 dollars for the repair. I want a refund on the repairs and have them reimburse me for my mechanic

  

  Business response

  01/09/2024

  According to the notes on the order, our lead tech inspected and tested the seat belts for locking and recoil functionality. He proceeded to tighten the springs and lubricate the spindle per our protocols. We were contacted by ***********************, unhappily, indicating to us that the seat belts don't work correctly still. They were offered to have the repairs reinspected once more free of charge under our warranty but they didn't want that option. Nonetheless, somehow this issue fell through the cracks but we are willing to make it right. I have refunded the customer in full per our attachement. I am also emailing them for what they paid to the mechanic in order for us to compensate them in some appropriate manner as well. 

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This took place on 09 Oct 2023 $152.91 The business supposed to reset/reprogram the seat belts and restore them to functional state.They stated that they reset the belts and are in good working state till I tested the functionality of the belts and found out that belts are no longer locking up meaning in case of an accident they will not prevent the person from flying out through the windshield which is a big safety violation. I am having hard time to believe such a business not have a QA and would ship non functional product to customers. Not something would happened in ***.Once I raised this with the business they asked for prove or video basically showing that belts are not functional and I did provide the video and they asked me to resend them back to the business so they can redo them.I just did not trust them anymore so I just ordered brand new belts and installed at least I know I have working belts in case of an accident they will lock up and hold the person in place.reference ********* | order ID #****** The business has paid ****** ads running on certain keywords.

  Customer response

  11/15/2023

  Hi There 

  I like to update the case with news from the business. The business did contact me and refund the fees charged for the service. They were not very happy with the BBB complain and I explained them that the business was in a big violation by not inspecting their work since it is about saving human lives.

  You can update your case with the notes accordingly.

  Thank you for your help to step in and help resolve the issue.

  Regards

  **

  

  Business response

  11/27/2023

  BBB heard directly from the consumer: The business did contact me and refund the fees charged for the service. 

• Initial Complaint

  11/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ? Its been almost three weeks since they received my belts to replace the webbing with a different color webbing, i sent these to you in good faith based on your 24hour turn around. I now have a truck i cant use and im stuck in a rental for the past 3 weeks not a email to even say its being delayed and when i called multiple times im told they are being worked on. This is unacceptable. Where are my seatbelts. I called today to be told they are a few days behind when i corrected the lady to explain its not a few days its a matter of weeks she replied whatever few weeks behind then same thing this is ridiculous for a company who claims great customer service. I have received No service and iv paid $500 plus postage for the privilege. I need my belts returned NOW

  

  Business response

  11/27/2023

  There was an extensive delay on the order, due to our part here with poor communication between teams. We have since addressed the problem. The person who customer spoke with has been reprimanded as it is unacceptable at this company to act this way in regards to a customers order. They will no longer be with us shortly. Customer has been refunded in full an offered a large credit for any future orders. 

  Thank you,

  ************
  Manager

• Initial Complaint

  09/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  i sent my airbag control module in for reset and it did not work.I tried to connect with agent for company and the agent denied any further assistance

  Customer response

  09/26/2023

  I sent control module in and it was sent back supposedly in working order Unfortunately it has failed all test Itwas 59.99$ I did an online chat with an agent from safety restore and he informed basically said it’s not their problem I then called customer service and was put on hold for indefinite amount of time I then gave up 

  

  Business response

  09/27/2023

  I don't see any notes of any contact with our representatives and if someone did not help that would be shameful. The orders is from over 2 years ago. I have gone ahead an issued the refund as part of our 100% customer satisfaction guarantee. I would have rather assisted the customer more properly. I wish I could look into this further. I am willing to help the customer if they wish to contact us via email to open a ticket and proceed from there.

  Customer response

  09/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ****** **********

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sent both a seatbelt and an airbag module in for repair. They claimed to have a 24 hr turnaround, but it took 2 weeks. Parts were installed and neither were repaired. Both still have error codes in them and I need to send to someone else for repair. Their customer service was unresponsive.

  

  Business response

  07/17/2023

  Dear *****,

  Based on the order notes and details, I can see the seatbelt was in fact repaired fully and bench tested per our procedures as well as the module being cleared. I am not sure how you tried to reach our customer service but I can help you if you want to email me ********************************
  
  From our experience, based on your vehicle, it is very likely you are seeing lingering DTC's that need to be cleared with and OBDII scanner. Some vehicles will still have a code even if you install brand new seatbelts. As for the module, we successfully cleared the crash memory, but DTCs can not be cleared while not installed in the vehicle in this modules case.

  Before you send this over anywhere for, please try the following procedure. Turn the ignition to ON position, scan and clear all codes, turn the key to OFF, wait 30 seconds or more and repeat. Do this a total of three times and you should be all set. The only problem that *** persist is if the seat belt connection point for the wiring harness is not completely secured and depressing the shorting bar out of the way of the pins. 

  I'll do all I can to make this right. As far as the refund goes, we can send a full refund if you still feel we have wronged you in anyway but we did complete the work and we stand by our lifetime warranty. Under lifetime warranty you are allowed to send us those items for another look if you are concerned, free of charge, and we can even provide a label.
  
  Please let me know if I can help with anything.

  Thank you,

  ****
  Manager

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent my parts to Safety Restore 12 days ago via **** 2 day delivery.I called Safety Restore 7 days ago to check on the status of my parts but was on hold for almost an hour and never got to talk with anyone.I called them 6 days ago and they acknowledged receipt of my parts. Two days later I received a message stating I owed and additional $15 for extra programming that was required.I called them two days ago and asked where my parts were. I was told the parts has just been completed and were ready for shipment (this represents a 96 hour turnaround, not the 24 hours they advertise). At that time I paid an additional $30 to have my parts overnighted.Two and a half days and an additional $45 later and still no parts, and unfortunately, the delivery tracking link does not work. These people have not done a single thing they claim in their promotional materials.I need my parts. I am paying $600/week for a rental car while I wait for my parts. I used this company because they promised a 24 hour turn around, but at this point I don't even know where my parts are.

  

  Business response

  06/13/2023

  To whom it may concern,

  First things first, we would like to apologize for the delay and the inconvenience on the order. 

  We would like to take a moment and explain that the additional balance for the *** module reset is not required as it states in the 

  the actual email that was sent to the customer. Nonetheless, the order was ************************ and shipped back out to the customer EXPRESS MAIL which

  USPS failed to deliver on time. Attached is the receipt for the shipment which shows we did in fact ship it with that method. Customer has been refunded in 

  full for any and all inconvenience & as of 5/30/2023, the customer has the ************************ item in their possession. 

   

  Thank you!

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Reset SRS module repair service Business told me repair would be completed 4/24/2023 ,spoke to agent Saturday 4/22/2023 in the morning Paid for service thru **** They received module 4/19/2023@ 8:20 am

  

  Business response

  04/25/2023

  The repair was completed, and is being shipped out. I will personally bring it to **** and drop it off instead of waiting for the usual pickup service.

  Customer response

  04/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent in airbag control module and seat-belt for repair. After a while they sent email saying it was on the way back. The package never arrived. I contacted them directly, where they put me on hold and hung up on me. I would like my airbag control module and seat-belt returned to me post haste. The price of their service is 10% of the value of the airbag control module and seat-belt I sent them in good faith.

  

  Business response

  04/25/2023

  This package was sent to ***************************** on March 3rd. The following link contains their tracking information. ********************************************************************************
  
  It appears based on the tracking history, through no fault of ours it was returned to sender. I haven't seen the package turn up here so I will contact local **** representatives to find out if they have it possibly. Even though it says delivered in ********** that doesn't always mean it was dropped to our facility. They do a bulk drop off with all the tracking numbers intended for our location bulked into one firm sheet. I will do everything I can to track down this package and get it reshipped to a proper location of the consumers choosing. If you see the attached screenshot, that can be verified on the tracking history, the package was never accepted. 

  Thank you,
  ****
  Manager

• Initial Complaint

  03/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a service for a airbag module reset and it was unsuccesfull. i purchase a second time and sent it in again which was also unsuccesful. they did refund me for the second time but after much back and forth they have ignored my first refund.

  

  Business response

  04/01/2023

  We have reached out to the consumer for a method of refunding them. I have emailed them and waiting to hear back.

  However, the consumer fails to mention that in their correspondence they tell us, there are no codes but their airbag light is still on. Which indicates there is an issue elsewhere in the vehicle. The clear was successful and no crash data was found on both attempts, as our service suggests. Even still, we are prepared to refund the customer in light of this. Soon as they respond with the needed information I emailed them about I will have the refund issued.

  Customer response

  04/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: I provided my PayPal information twice and business still failed to refund me. I took the module to another company which was able to successfully reset the module for me
  
  Sincerely,
  
  ***************************

  Customer response

  04/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

*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. ↩