Car Racing Equipment
RallitekThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
05/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a pair of rear coil springs for my ****** Outback Wilderness that this company manufactures. The coils springs have a known issue documented here *****************************************************************************************. The manufacturer refuses to pay for the labor to remove their faulty product with their replacement part- per ********************* - Operation Manager. The coil springs cost is 25% of the cost of labor to remove and install new coil springs.Business response
06/05/2024
We have worked with ******************** extensively regarding his complaint with the springs he purchased. Our customer service department spent an exorbitant amount of time with ******************** and the service shop he hired trying to troubleshoot the issue with his rear springs. We warrantied the set of rear springs he purchased and also, as part of the troubleshooting process, sent him (free of charge) a set of front springs to eliminate the issues he was having. Now, rather than recognizing our excellent and generous customer service (which is a rarity in the automotive aftermarket industry), ******************* insists he be reimbursed for the labor to fix the issue. We have already informed ******************** that our RalliTEK Warranty specifically states we do not pay for or reimburse charges related to installation, removal, etc of parts with warranty claims (see RalliTEK Warranty @ ***************************************************************).
We have done everything we can in good faith to help ******************* resolve his warranty claim. We upheld our contractual agreement and,because customer service is extremely important to us, we went above and beyond by sending him free products and continuing to work with him to resolve his issue. It appears to us ******************** has been made whole and that no further issues need to be addressed.Customer response
06/07/2024
Complaint: 21729658
I am rejecting this response because:
I will have to spend double the amount for labor than normally required.
Sincerely,
*****************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.