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Complaintsfor12 Volt Solutions, LLC
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/30/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
11/15/23 ordered plug and play system for 2011 tacoma order#****** Paid $292 total ($262.50 for unit, $19 for shipping protection, $10.50 for shipping)Had issues with install of unit, sent back and requested a refund 11/21/23 Refunded $262.50 for unit, not refunded for the optional cart add on of $19 11/28/23 Looked at website and shipping protection is a cart add on that is not listed as non-refundable on the website Contacted support about not being refunded for shipping protection which is different from the actual shipping cost I was told it is non-refundable just as shipping is non-refundable Shipping protection = if unit is lost in mail, a replacement is sent. I didn't use this service as nothing was lost Business has refused to remedy the refund of the shipping protection as it is non-refundable by policy but that is not what the site says. They state shipping is non-refundable, not shipping protection. There is nothing in their policies that states shipping protection is non-refundable.I told this to 12 volt and only got a sorry and I'll let management know answer. I also got a poor explanation of how a cart add on for shipping protection is the same as a non-refundable shipping fee.Business response
12/06/2023
I have refunded the $19 shipping protection back to the card on file. While it is the company policy that this is non refundable on a shipment that has been sent out we have made an exception to resolve this issue. The shipping protection is designed to cover the original shipment delivery and replace a package that is lost in transit.Customer response
12/15/2023
I have reviewed the business response and accept this resolution. However, I have not seen the refund reflected back on my card yet.Customer response
01/18/2024
On 12/6/23 I was contacted by 12 Volt Solutions through your portal and they said they refunded my card the $19 shipping protection fee. I accepted their action on 12/16/23 even though the charge was not reflected on my card yet. Their website says refunds can take 4-5 weeks to appear. It has been 6 weeks and I still do not have my refund. I would like them to honor what they said or have my complaint against their business reinstated.Business response
01/23/2024
We did attempt to refund the $19 as agreed on Dec 6th but the consumer's financial institution didn't accept the refund (as indicated on the attachment) we have processed it again and it has been refunded to the consumer as agreed.Customer response
01/23/2024
I have reviewed the business response and accept this resolution. The refund has processed on my card.
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Contact Information
Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.