ComplaintsforCrimson Trace Corporation

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The defective laser was returned to them for replacement on 2/8/24. Was told not in stock, will receive when it comes in. Meanwhile I'm out the laser and use of firearm over 6 months now. They cannot tell me if and when they will get them in. This is absurd.

  Business response

  08/06/2024

  The item the customer has been waiting on, our *******, has not been built in several months. He has an open backorder in our system for a new one to be sent as soon as they are built. I have emailed the customer and presented him with 3 options:

  1. store credit of $299.99 (the **** value of the laser he is waiting for)
  2. A replacement of an in-stock refurbished laser
  3. He can continue to await the new units to be built

  Customer response

  08/06/2024

  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

  11/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company will not respond to my complaint Have 2 charges on my account and there should only be 1. And that one I have not received any information on delivery of that one.

  Business response

  11/30/2023

  Customer's questions were answered in a phone call with a representative, in regards to case: CS-00728128. I assume shortly after this claim was filled out. 
  

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased (new) a CMR-206 rail master online at Amazon on October 8th 2020. The total Order Summary Item(s) Subtotal:$169.14 ************************* Free Shipping:-$2.99 Total before tax:$169.14 Estimated tax to be collected:$10.15 Grand Total:$179.29. It would randomly turn on and stay on, thus draining the battery, and rendering the device unreliable. Sometimes, i manged to get it to turn off, but minutes later, it would be on. I've sent multiple emails for them to honor either the warranty that they say is lifetime. The only response i ever received was autoreply emails. would like them to honor the warranty and either fix or replace the product.

  Business response

  07/12/2023

  *****'s case has been waiting since June 26th. While we are slightly behind on email responses, we are certainly not over 2 weeks behind. This was an unfortunate circumstance that was cause by his case handler taking his case then leaving for vacation without resolving it. I have addressed it with the representative and ***** should be getting a resolution today. If it feels like an email is being ignored or lost in transit, it is always easy to give us a call. Our phone line and hours are listed on our website: ************ Mon-Thur 9am-5pm Fri 9am-2pm CST.

  Customer response

  07/16/2023

  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. I haven't been able to find what was suggested by physically going to any stores, but will just order ********** and hope that it does resolve as stated. No further action needed.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am unable to get anyone in the warranty department to respond to my claim I submitted on 5/28/2023. The claim number is 'CS-00577437:"CT **** Red dot not working' The vendor emailed me on 5/30/2023 requesting photo's of the broken product. I sent 3 photo's with the requested information visible on 5/31/2023. Since then, I have not heard back from the vendor despite multiple email requests for an update. I cannot find a phone number for customer service or warranty.

  Business response

  07/28/2023

  We did resolve this on June 6, 2023 around 7:00pm.  We replaced the product *************************** had an issue with.  

  Customer response

  07/28/2023

  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

  05/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Crimson Trace grips at a gun show 2 years ago for my black Kimber micro. I have a conceal carry permit and someone noticed it because color difference of the tan grips and black gun. My mother has the same gun so I bought black Crimson Trace grips from Kimber and gave mom the tan grips. When I installed them on her gun, the laser would not adjust like it did on mine. The grips cracked by the adjustment screw for no reason. I called Crimson Trace about warranty. I read that they had a 3 year warranty. I spoke to Carley and she wanted me to email pictures of the damage. I did and she wanted a picture of the white tag inside the grips. I sent that to her. She then then asked for proof of purchase because I need to prove I purchased them within the 3 year warranty. If the guy at the show gave me a receipt, I no longer have it and she said she could give me 50% off MSRP of any product I want. That was unacceptable. My mother uses her micro for home defense and it was only 2 years prior that I bought them. I figured they would send me new grips or fix mine because they were obviously defective. I had just payed for black Crimson Trace grips to match my black carry gun and can't afford more money to buy grips that should be covered by warranty. The next email was from her supervisor ****. His opening sentence was sorry the warranty policy isn't more clear. He said technically the warranty policy goes by date of manufacture and not the date of purchase. I didn't see that anywhere. That white tag showed manufacture date of Sept 2017. If proof of purchase was such a big deal, why did **** decide that they were out of warranty when Carley mentioned nothing about date of manufacture? I called the next day and Justin tried to help because he understood how upset I was with the back and forth. **** would not allow him to. I just want my mom to have lazer grips and hope she never needs to use them. It should never have been this hard or have so many stories given.

  Business response

  05/08/2023

  I have attached the warranty policy to this claim. The laser you have, exceeds the 3 year limit we specifically mention in the policy. That is going by the date of manufacture, 09/2017 that you included in your claim. The only reason we tried asking you for the proof of purchase for your tan laser grip, is to be more lenient with our policy and go by the date you bought it, rather than when it was made. Without a receipt showing it was purchased less than 3 years ago, the product is not covered under our warranty. We offered you a 50% discount on purchasing replacement grips, which is something most companies wouldn't do when you fall outside their warranty policy. If you change your mind, the offer still stands in your case, ***********.
  

  Customer response

  05/08/2023

  Complaint: ********
  
  I am rejecting this response because:

  These grips cost more than the gun itself. I haven't found on your website were it states the warranty goes by date of manufacture. I just see three years. I originally thought it was a lifetime warranty so the date of purchase wouldn't matter. When I was told it's actually a 3 year warranty, the last gentleman I talked to understood my frustration about how I was treated. I was hoping you guys would make an exception on the date of manufacture, especially since I just bought a set to match my gun and my mother was going to get the ones a bought 2 years ago until they cracked and will no longer adjust the lazer. There is no reason for them to crack as I adjusted them the same as I have before. I was hoping you would help me out besides making me buy another set because one grip is nothing to Crimson Trace to keep a customer happy. Especially since I just bought a new set that match my gun. I shouldn't have even spent the money on a new set because I don't have extra money like that. I'm just hoping you will send a new set for me to put on mom's gun and I can post a good post about Crimson Trace in my Kimber Micro Facebook group. Everyone is curious to hear the resolution. I'd like to post some good news instead of a post talking about how Crimson Trace was unwilling to help because of a manufacture date. I'm worried how long my new grips will last now. 
  
  
  
  Sincerely* ******** ******
  
  
  

  Business response

  05/09/2023

  The proof of purchase the customer provided is for a different product, not for the Tan laser grip the warranty claim was initiated for. This proof of purchase does not suffice for warrantying the tan grips. 

  Customer response

  05/09/2023

  The 3 year warranty from manufacture date was untrue. I am attaching screen shots of the grips and the stated 3 year limited warranty. He was unwilling to uphold the companies warranty. This case should not be closed.

• Initial Complaint

  03/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Crimson Trace Laser for a glock 19. The product is a laser that fits around the handle of a glock and activates a laser by a rubber button on the grip. This product got very minimal use and was in storage for most of the time in a gun safe with a temperature control device to prevent damage. In one of the first uses the button fell off. Crimson Trace claims they have a lifetime warranty for their product and promotes their product using this warranty. I purchased this very expensive product in great confidence that a "lifetime warranty" would cover any problems. Of course, when I filed a claim it was initially ignored and after I persisted I received a claim denial. The case is: CT Case #************ * ******************************** *

  Business response

  03/20/2023

  I am taking over the claim with Mr. ***** now. I will examine the details of the case and see if there is another way we can support the customer. Our warranty policy is listed here: ****************************************** Lasers, Flashlights, and Red Dot Sights fall under the Crimson Protect Lifetime Warranty. Requests are never ignored by our company. We simply have a backlog of emails and a short staff to sort through them. It often takes several weeks to receive an initial response to an email this time of year. 

  ****

  Customer Service Supervisor

• Initial Complaint

  02/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a crimson trace cts-25-26/21 red dot sight last year. Upon the second use it went completely out of sight. Replaced battery but that's not the issue. Crimson trace offers a warranty on their site so I tried to email them. Their website would not accept my email as valid. So I cannot reach them that way. I have called them 4 times leaving a voice message all 4 times. They have never returned one call. I would just like my sight fixed and this is the only way it might happen. Their warranty seems unconditional but their customer service is non existent.

  Business response

  02/24/2023

  Our Representative named ***** sent an email on January 31st 2023 to an email she thought to be correct based on the voicemail left by Mr. *********. The email she used was sy"e"*************. This was misheard over the voicemail left by the customer. Using a complex combination of letters and numbers in an email and not phonetically spelling them out in a voicemail leads to these issues quite often. Now that the proper email has been provided, An email will be sent momentarily. There should be no issues from this point forward. 

  Customer response

  03/02/2023

  Complaint: 19459093

  
  

  I am rejecting this response because: they reached out on the 24th after I filed and I responded on the  24th. I have not heard from them again

  
  

  
  

  
  

  Sincerely,

  
  

  *********************************

  Business response

  03/06/2023

  The representative that was handling this case quit her job, the same day the response was sent back with photos. This is on us for not managing her workload upon her immediate exit. We will resolve this today. 

  Customer response

  03/12/2023

  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

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Purchased a laser grip product from Crimson trace on 12/12/2022. When product arrived it was identified as the wrong product in the packaging. I spoke with CSR ***** who processed a return label. ***** was advised if the company was unable to get me another grip before Christmas I would like a refund. ***** agreed after speaking with Manager ****. I received an email from Crimson Trace (*****) stating he was sending out another unit on 12/28. I immediately responded back to remind him this was supposed to be processed for a refund not a re-ship, though still sent out a re-ship any way. Was finally able to get a hold of Crimson Trace again today via telephone call. They are now asking me to send back the package they sent out & then they would process a refund. I advised crimson trace they need to do the leg work now and get a hold of the *** to reroute the package.

  Business response

  01/04/2023

  Mr. ********* has a case with customer service. ***********. The representative he was working with got confused, working on his case over the holidays and sent a replacement item out instead of issuing a refund. This is a common mistake which we have since initiated the steps to resolve. ****************** is the tracking number for the replacement package we sent out. We have created a return for this shipment and when it is received back at our facility, a refund will be issued to the customer. 

  Customer response

  01/09/2023

  Complaint: ********
  
  I am rejecting this response because:
  
          Though Crimson Trace advised they would watch this package closely & ensure the refund was processed once the produce was received, they failed to follow back up with me today. The package was delivered back to Crimson Trace today. I took it a step further I called customer service myself to advise them the product had been returned to them a second time, I asked them to have **** (manager) give me a call back. No call was returned.  
  
  Sincerely,
  
  ***** *********

  Business response

  01/12/2023

  I spoke with Mr. ********* about his package. Yes it arrived at our warehouse on a Monday afternoon, which happens to be the busiest time of the week for the customer service team. Mr. ********* and I spoke Tuesday morning. At 9:28am on Tuesday, following our call. I went to our warehouse and dug through 3 pallets of mail to find his individual package and attached the return paperwork. Then, I passed the refund information to our Treasury department on Tuesday at 11:04am. I told the customer his money will be back in his account by the end of this week 

  Customer response

  01/15/2023

  Complaint: ********
  
  I am rejecting this response because:
         Per the Businesses most recent response, I should have had the money back in the account by the end of the week. I just checked my credit card and there are no pending credit transactions for any kind of refund. What is disturbing about this whole transaction with Crimson trace is that, if a refund request is processed from a seller even from an **** platform, they manage to actually process it right away to avoid these type of issues. Not sure why it has become so difficult for a company that has been around for a while to process a refund of 400 bucks? 

         BBB as of 01/15/2023 no refund is in process or has ******* *** advised there is a refund pending to come in. ******* *** is a bank that is ON IT. If they see a refund or a change has been initiated they immediately place the transaction in pending status, but in this case it has not occurred.  
  
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a green itegrated laser for the S&W Shield. I paid $90.09. It does not work. When I called customer service, I was told that they would send a replacement but that their "systems are down" and it would not ship until the following week. That was two weeks ago. I have tried to call customer service but they do not answer the phone.

  Business response

  11/08/2022

  Here are the updates from this customer's case in our CRP system:

  10/4/2022 12:10 PM S000000448, submitted 382G order
  
  10/28/2022 8:43 PM 1Z0V022F0306902514 delivered 10/25
  

   

  In CS-00486613, the customer was shipped out a replacement item and it was delivered on 10/25. We have followed our warranty policy. Our phone hours are 8am-5pm CST Mon-Thur and *am-2pm CTS Fri. If the customer was calling within those hours their calls were not ignored. If further details are needed, I will be happy to provide them. 
  

  
  

  Customer response

  11/09/2022

  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. ↩