ComplaintsforAxleshopper

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received an axle from this company and right away. I found out that it was the wrong one and I'm trying to get it returned back so I can get my money back and they keep having me talk to The warranty department and they're not doing anything about this situation It's been over a month now. They keep dragging they're feet not doing any thing about letting me know what is going on. I've contacted them by email and a lot by phone.this axel It's only supposed to have 62,000 miles on it and it looks like it came out of the lake it is so rusty for only having 62,000miles on it and the rotors are really ate up. At this moment I'd just like to have my money back.

  Business response

  05/24/2023

  The complainant purchased a used axle on 02/27/2023 and the complainant is looking for a refund.
  
  The complainant purchased a used axle on 02/27/2023 and the axle was sent out on 03/16/2023. The complainant alleges that the axle shipped to them was wrong and very rusted. We showed no structural damage or reason beyond appearance to have the part returned.
  
  The specific sections of the Terms and Conditions state as follows:
  
  3: All returned parts or cancelled orders are subject to a 25% handling and restocking fees plus customer assumes all shipping costs.
  
  
  All the Terms and Conditions of the Free Warranty are prominently listed here: ****************
  
  After review, we did inspect the axle and the rust was from the fact that the vehicle this was taken from was from the upper Midwest region. The rust in fact played no part in the functionality of the part and the part was still usable on the vehicle. We did issue a refund to the complainant on 05/17/2023 in the amount of $1556.25. This refund reflexes a 25% handling and processing fee and shipping cost that the complainant did agree to with the purchase of the axle per the Terms and Conditions of the Free Warranty. The complainant’s request for a full refund is not approved.
  ,
  We do hope this closes the matter and please let us know if you need any further information from us.
  Sincerely,
  Axle Shopper Customer Service Team

  (Original copy attached)

  
  

  Customer response

  05/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  *** ******
  

  Customer response

  05/24/2023

  When i ordered this  axle, the parts lady i talked to,I asked if she need my tag number off  my axle to match it up. She said she did not need the number.They advertised a **** **** ***** axle with 62000 miles and I got a 2008. Now they finally pick up the axle after over a month and a half, and I thought I was going to get refunded fully. I did receive a part of it. They paid $1556.25 of 2995.00. They still owe 1438.75 . Thanks ***

   

  Business response

  06/04/2023

  In response to the complainant’s rebuttal, we did send him a part that fit his vehicle and we issued a refund minus 25% for handling and processing fee for returning the purchased item when there was not a defect to the part. The complainant’s request for a full refund is not approved.
  
   The complainant purchased a used axle on 02/27/2023 and the complainant is looking for a refund.
  
  The complainant purchased a used axle on 02/27/2023 and the axle was sent out on 03/16/2023. The complainant alleges that the axle shipped to them was wrong and very rusted. We showed no structural damage or reason beyond appearance to have the part returned.
  
  The specific sections of the Terms and Conditions state as follows:
  
  3: All returned parts or cancelled orders are subject to a 25% handling and restocking fees plus customer assumes all shipping costs.
  
  15: OEM auto parts are interchangeable with multiple years, makes and models which means the same part is an exact fit for multiple makes and models as determined by OEM standards. We guarantee the part we sell to fit your vehicle.
  
  
  All the Terms and Conditions of the Free Warranty are prominently listed here: ****************
  
  After review, we did inspect the axle and the rust was from the fact that the vehicle this was taken from was from the upper Midwest region. The rust in fact played no part in the functionality of the part and the part was still usable on the vehicle. We did issue a refund to the complainant on 05/17/2023 in the amount of $1556.25. This refund reflexes a 25% handling and processing fee and shipping cost that the complainant did agree to with the purchase of the axle per the Terms and Conditions of the Free Warranty. The complainant’s request for a full refund is not approved.
  ,
  We do hope this closes the matter and please let us know if you need any further information from us.
  Sincerely,
  Axle Shopper Customer Service Team

  Customer response

  06/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  The fact is the advertisement Stated it was a **** axle with 62000 miles on it.I look up the tag number at the makers web site an it stated it was a 2008 axle.All they had to do was tell me they no longer had a ****axle.Will a 2008 be OK with you? Then I could have responded to that.I would be good with paying shipping one way an return of the restocking fee.

  Regards,
  
  *** ******
  

• Initial Complaint

  01/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I purchased Online at *************** a rear axle for my **** ****** ******* Invoice # ****** from ***************: ********** **** ******* Rear Axle Rear Axle: air suspension (3.73 ratio) Four Wheel Drive I did receive the part and had it installed But after driving the car whithin less than 24hrs i took it back to the mechanic and he said the part installed is defective. I called axleshopper ###-###-#### ** for warranty dept and they did send a replacement I received the replacement and paid $746.38 to have it reinstalled I am now waiting since 11/17/2022 to be reimbursed for a "labor Claim" i have called many times and spoke to Art and Hancho (*****) and I never get an update I have already emailed them the invoice and Hancho said he will process the payment asap and Nothing is happening

  Business response

  01/16/2023

  The complainant purchased a used axle on 08/29/2022 and is requesting a refund for installation.
  
  The complainant purchased a used axle on 08/29/2022 and the order was shipped out on 09/15/2022. The complainant alleges that the axle was defective after installation. We did send a replacement axle to the complainant on 11/04/2022.
  The specific sections of the Terms and Conditions state as follows:
  Labor: Labor for covered repairs will be paid at the flat rate time published in a nationally recognized labor guide at a maximum of $50/hour
  
  All the Terms and Conditions of the Free Warranty are prominently listed here: ************************************
  
  After further review, we did issue the complainant a refund of $200.00 on 01/06/2023 for the complainants labor claim.
  
  We do hope this closes the matter and please let us know if you need any further information from us.
  
  Sincerely,
  Axle Shopper Customer Service Team
  

• Initial Complaint

  11/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i bought a rear from axle shopper for a **** ****** ******. the rear they sent did not fit my grandsons truck that i sold him but i paid for the axle. i bought this rear on sept. 9th, 2022 and got it in earlly oct.. the rear never came offf the truck as both i and my mechanic saw it was the wrong rear. i called that day to have it refunded and was told i had to wait till it was back to them.. a few weeks later i called and was told yes it was the wrong rear and i would get refunded. i was told this now 4 times over the last month and never got my money back.

  Business response

  12/08/2022

  The complainant purchased a used rear end from us on 09/09/2022 and is requesting a full refund.
  The complainant purchased a used rear end on 09/09/2022 and it was shipped out on 09/29/2022. The
  complainant alleges that the purchased rear end was not the one that was supposed to be for their
  vehicle. The complainant did reach out to us and stated this and asked for a refund.
  After further review, once we got the rear end back in our possession, we did determine this was
  not the rear end that was originally sent out to the complainant. At this time, we are unable to give
  the complainant a refund as we do not feel the rear end that was returned is the one purchased,
  in result the complainant’s request for a refund is not approved.
  We do hope this closes the matter and please let us know if you need any further information
  from us.
  Sincerely,
  Axle Shopper Customer Service Team

• Initial Complaint

  05/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a rear end/axle from them on March 17. ***** *******. The item took over a month to arrive, and when it did, it was damaged and missing parts. My mechanic was able to use some parts from my old axle in order to make this work. I attempted to contact the business to complain, and request either a return or refund. I received no answer. Since my mechanic was able to make it work, and because of the high cost of shipping, I'd be willing to accept a refund for half the total. So instead of 810.00, I'd settle for 405.00

  Business response

  05/23/2022

  The complainant purchased a used axle from us on 03/17/2022 and is requesting a refund.
  
  
  The complainant purchased a used axle on 03/17/2022 and it shipped out on 04/11/2022. The complainant alleges that to make their axle work, they had to take parts from their old axle. The complainant is requesting a refund of $405.00 which is half of what they paid for the axle.
  
  We would ask what other parts they had to use from their old axle. The rear axle does not come with additional parts, it comes with axle housing and two axles. At this time, the complainant’s request for a refund is not approved.
  
  
  We do hope this closes the matter and please let us know if you need any further information from us.
  
  Sincerely,
  Axle Shopper Customer Service Team
  
  
  

  Customer response

  06/03/2022

  Attached is the bill from my mechanic. 

  Business response

  06/23/2022

  In response to the complainant’s rebuttal, we will need to review the invoice submitted and will be able then determine next steps.
  
  The complainant purchased a used axle from us on 03/17/2022 and is requesting a refund.
  
  
  The complainant purchased a used axle on 03/17/2022 and it shipped out on 04/11/2022. The complainant alleges that to make their axle work, they had to take parts from their old axle. The complainant is requesting a refund of $405.00 which is half of what they paid for the axle.
  
  We would ask what other parts they had to use from their old axle. The rear axle does not come with additional parts, it comes with axle housing and two axles. At this time the complainant’s request for a refund is not approved.
  
  
  We do hope this closes the matter and please let us know if you need any further information from us.
  
  Sincerely,
  Axle Shopper Customer Service Team
  
  
  

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