ComplaintsforExtreme Power House, LLC

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an intake from Extreme Power House, LLC on Feb, 13th, 2024. Here is the summary: I want to express my concerns about the service I have received during this process. From the outset, I stated my confusion about what part would fit my car. The website is unclear in that regard. Thus, I sent the following via email:"Hi, I want to verify that EVENTURI MINI ****** S/JCW FACELIFT (LCI) - BLACK CARBON INTAKE EVEEVE-F56-LCI-CF-INT will fit my car before I purchase. I have a 2020 Mini ****** Clubman JCW. This has the 2.0L engine with 301hp, Same as the ** model but the hood vent is different than the **. Thanks for your help, *********************."There were a variety of back and forth messages, including me taking photos and culminating with this:"Hello, Thank you for your patience! We heard back from the manufacturer, and they stated the following: That's the 306 HP intake per MINI EVE-JCW**3-INT.You can find it at the following link:*********************************************************************** I followed with this message: "Thank you for checking with the manufacturer. If that statement means it fits and you have it in stock, I would like to order it."Your response:"Hello, As stated by the manufacturer, the part provided is compatible with your vehicle."I contacted sales and ordered what was indicated in my very first email: EVENTURI MINI ****** S/JCW FACELIFT (LCI) - BLACK CARBON INTAKE EVEEVE-F56-LCI-CF-INT aI know no other way to interpret "thats the 306HP intake per MINI EVE-JCW**#-INT as a response to my original question. The response to me would seem to imply that I am familiar with complex part numbers/codes. I asked to verify the part that would fit. When I called sales, they should have said, that is not the correct part for your car. A 20% restocking fee for a part I did not install ($300 dollars) is a wholly disproportionate restocking fee and is unacceptable for a situation with shared responsibility for the confusion.

  Business response

  02/22/2024

  I'm genuinely sorry to hear that the product didn't meet your expectations. From our records, I see that we had recommended the part number EVE-JCWGP3-INT for your needs, even providing a direct link to it on our website (************************************************************************). However, it seems there was a mix-up, and you placed placed an order for a different item (EVE-F56-LCI-CF-INT), as detailed here (***************************************************************************************************).
  We completely understand that errors can occur, but in this instance, the confusion did not originate from our end. Despite this, we've extended an offer to exchange the incorrect part for the right one at no extra cost to you.you refused to get the right part instead you want to send the item back.
  

  Unfortunately, the manufacturer's policy does not permit returns for this specific item. However, in an effort to accommodate you, we proposed accepting the return subject to a 25% restocking fee, as per the terms and conditions you agreed to. This is an exceptional gesture on our part, considering we typically do not accept returns on non-stock items.
  We presented two viable options: an exchange for the correct part at no additional charge or a return with a restocking fee. It seems there might be some reluctance to proceed with either solution, but please understand that these proposals are made in good faith, aiming to resolve the situation amicably. We hope one of these options will be acceptable to you, avoiding any further inconvenience for both parties.

  Customer response

  03/04/2024

   
  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:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for a product on 9/22 on their website, the next morning I sent a request to cancel the order but it didnt make it in time and was shipped out. The package required a signature so I had it sent to a local ********* to hold since we arent home during the daytime. I got a notification it was there on Wed 9/27, went to get the item and it wasnt there. Apparently the company BMS who makes the product, got my request to cancel and requested the item be returned. I contacted EPH and had them verify it was received since I had delivery confirmation ********* @ ****** motorsports signed for it. I made it clear as clear can be to **** at EPH that I wanted a refund, I didnt want this product since it was returned already and he told me along with ****** that they would verify it was received and let me know of any changes once they found out. Well, Friday afternoon around 5pm I got a text from ***** I had an inbound package to my home, next day air - and it didnt require a signature, but since Im not home during the day I wanted to have it shipped to ********* again, but since its an overnight there was no way to modify or hold the package; it apparently was delivered but wasnt there when I got home that afternoon. I immediately contacted EPH via email about why the h*** it was shipped, and no signature, and no email of a status change or an expected shipment - Ive sent many many emails the last few months, I filed a claim with ***** who closed it and said contact EPH, which I did and they denied me because they arent responsible for thefts.. why would this package require signature one time and not the other, considering the cost?? Last person I spoke with on the phone, was not interested in providing customer service, he was mostly concerned with not letting me talk and acting like a child if I was stating my case - said he would just wait till I could stay quiet, or he could listen if I wanted to talk instead of checking his emails.

  Business response

  12/03/2023

  We appreciate your reaching out regarding the issues with your order. Here's a summary of the events as we understand them:

  
  Your order was shipped promptly, and a tracking number was provided. ***** encountered difficulties delivering the package to your address. According to *****, the package was not picked ** in time by you and was subsequently returned to us. Upon receiving the returned item, we reshipped it to your address.

  
  ***** records indicate that the item was delivered. However, you have reported not receiving it. We initiated a claim with *****, but they concluded that the item was indeed delivered. As per our terms and conditions, we cannot be held liable for items that are stolen after being delivered to the correct address.
  Regarding your claim that you requested us not to resend the item, we have thoroughly reviewed our records, including detailed notes of phone calls and email correspondence, and have found no indication of such a request prior to the redelivery by *****. We also examined the 10 screenshots you provided and did not find any communication reflecting this request.

  
  

  Customer response

  12/04/2023

   
  Complaint: 20935330
  
  I am rejecting this response because: the original request when the item was returned to BMS after they requested the item back, I called and spoked to **** who over and over again I stated this and said to him cancel this order and refund me a I did not record the conversation, and as I said many many times in the correspondence emails, and I was told before anything would happen I would be told of any status change, and I got NO response from XPH stating this item would be shipped a 2nd time!! I dont know how much CLEARER I could have been, especially with the email to this company saying with all the issues I had with the original order being returned and it wasnt available to pickup as I was told, that I wanted a refund!! I NEVER asked for this item to be shipped out AGAIN!! Ive still yet to see an answer to why this was shipped requiring a signature the first time - but yet when they ship to me after I said I dont want it, its shipped with no signature??
  
  Sincerely,
  
  *********************

  Customer response

  12/04/2023

  This was included in the first complaint I sent, it says item was returned and I expect a refund - is this not clear enough I didnt want it?

  Business response

  12/06/2023

  I understand your concerns and apologize for any inconvenience you've experienced. we don't have any documentation or email records indicating a request to halt the shipment. we'd like to extend a $50 partial refund as a gesture of goodwill.

  Customer response

  12/10/2023

   
  Complaint: 20935330
  
  I am rejecting this response because: Im not interested in $50, doesnt cover anything - somewhat nice gesture, but not interested since still have this large debt..when I expressly said over and over via phone call to cancel, and not resend. I dont understand how no one can understand when I said in the email about getting a refund that, that wouldnt translate to I didnt want it? I would have said please send me the product, but that never came out. If I was still wanting to get it I never would have sent the numerous emails ask why I got the notification of an incoming package.
  
  Sincerely,
  
  *********************

  Business response

  12/12/2023

  I'm sorry to hear that the offer of a $50 partial refund isn't acceptable to you. Unfortunately, that's the best we can provide under the circumstances. As per our records, we didn't receive any communication from you requesting that the item not be sent. Our emails indicate that the desire not to have the item was expressed only after it had been dispatched for the second time and subsequently delivered, which was too late for us to act upon. Additionally, we have no record of phone conversations with you requesting the cancellation of this item's delivery.
  We did initiate a missing package investigation with the shipping company on your behalf. However, the claim has been closed and rejected, as they confirmed the item was delivered to the correct address. We cannot assume liability for items that are confirmed to have been delivered to the correct location. In cases where an item is stolen post-delivery, the responsibility falls to the buyer.
  If you do manage to locate the product, please return it, and we will process a full refund for you.

  Customer response

  12/26/2023

  I dont get it, if someone was asking about getting a refund when a purchased item was returned to manufacturer after they required the item; and I called on a telephone to XPH which wasnt recordered saying verbatim I DO NOT WANT THIS ITEM, DO NOT SHIP FOR A 2nd TIME BACK TO ME - and reassured by this **** person nothing would happen until they reached out to ******, and would let me know of ANY updates; YET NO CALL, NO EMAIL, NOTHING OF ANY RESPONSE!!!!! But I supposedly got a package delivered and am expected to pay for it???? This Ive asked over and over prior to this BBB complaint, and still NEVER got any answer or explanation as to why something would be shipped out again without speaking to the CUSTOMER!!

• Initial Complaint

  07/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company has not refunded me for the item it received June 13, 2023 at 12:56 PM at the front reception desk area per **** tracking number **** **** **** **** **** 79. The company advertised free return paid postage but when I spoke to **** at ************ he gave me RMA ************** which didn't pay the $19.90 shipping fee. I am requesting my item refund amount for the item and the $19.90 postage I paid to return the item.Desired settlement:Refund

  Business response

  07/22/2023

  We regret any inconvenience you may have experienced. Please be assured that we fully intend to resolve your refund issue.
  It's important to note, however, that once a dispute has been filed on ***** the funds related to the transaction are held by **** and the payment processor until a decision is made on the case. This is the reason why we have not been able to issue a refund at this time.

  
  We've already informed **** that the item has been received back. As soon as they close the case, they should automatically process your refund. Alternatively, you can expedite the process by canceling the dispute on your end. If you do so, we will be able to issue the refund immediately.

  
  Regarding the shipping fee, our policy is that if an item is defective, we will cover the return shipping costs. If the customer chooses to return the item for other reasons, then the return shipping fee is the responsibility of the customer, which we believe is only fair, considering we've already absorbed the original shipping cost. If you've seen a different return policy stated on our site, please provide us with a screenshot, so we can investigate this matter further.

  
  We appreciate your understanding and patience in this matter.

  
  Best,

  Extreme Power House Support Team

  Customer response

  08/12/2023

  Please open this case. and left me know what I need to do to resolve my issue.  

  Customer response

  08/12/2023

  Please let me know what info is missing so that my case will be resolved.

  Customer response

  08/16/2023

  More Information...Order info
  Time placed
  May 21, 2023 at 8:28 AM
  Order number
  **************
  Total
  $63.85 (1 item)
  Sold by
  extremepowerhouse
  Delivery info
  Delivered on Wed, May 24, 2023
  
  Paid
  May 21
  
  
  Shipped
  May 21
  
  
  Delivered
  May 24
  Tracking details
  Number
  398572992429
  Track package
  Item info
  
  avs92200 AVS ***** ******************** Outside Mount Window Deflectors 2pc - Sm
  $59.00Unit price $59.00
  
  Item number:225259345157
  Return window closed on Jun 23, 2023.
  Contact seller
  More actions
  Other actions
  Contact seller

  Business response

  08/17/2023

  Hello,
  It seems there are two main concerns you've brought up, and I understand that there may be some confusion. I'll do my best to clarify our previous response to ensure we resolve these issues as quickly as possible.

  
  1. Regarding the Complaint About the Refund: You've expressed frustration about not receiving a refund. As we explained, since a dispute has been opened on ***** the money is now on hold, and we're unable to process the refund ourselves. I've attached two screenshots: the first shows the open dispute, and the second shows the message we receive if we attempt to refund your order. As you can see, we're unable to handle the refund directly - **** must do it. Filing a complaint with the BBB won't expedite this process, but contacting **** directly should help resolve the issue.
  

  2. Regarding the Complaint About Free Return Shipping: You've also raised concerns about free return shipping. As we mentioned earlier, we never advertised free return shipping. What we do offer is coverage for the original shipping cost, even if you decide to return the item. We honor this by providing a full refund. However, we never stated that we would also cover the postage for return shipping. It seems there may have been a misunderstanding of our policy.
  I hope this clears up any confusion. If you have further questions or need additional assistance, please don't hesitate to reach out. We're here to help and want to make sure you're satisfied with your experience.
  

  Customer response

  08/18/2023

  I will contact **** about my refund you state will come from that company and will get back to you with their response.

  I may be confused about shipping.

   

  Thank you,

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

• Initial Complaint

  08/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a item for my car for 390.00 and the part was the wrong part and I sent it back now they will not give me my refund for sending the part back never used. I just want my money back because I returned the item untouched.

  Business response

  03/22/2022

  Business Response /* (1000, 5, 2021/09/03) */ Hi, i checked your return request and the pictures of the intake. The pictures clearly show that the item has scratches and install marks. We also checked the intake for any defect and did not find any. Per the terms and conditions, a restocking fee is applied on used items, but i went ahead and voided all the restocking fees. I will be refunding you the price difference now minus the shipping cost. If you have any other questions, please call me at ************. Im available Monday to Friday 9am to 3pm pacific time - Mike

*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. ↩