Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/16/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a 12k synthetic line winch. Needed to reclock the gearbox so the lever would clear bumper. Followed instructions by Ironman 4x4.Super thin skinny gasket between gearbox and winch broke. There was also rust found on the internal metal components. Communicated with customer service who first said I could use a manilla folder to replace the gasket. This is an IP69 rated winch so I expect it to remain that way, not fixed with a paper folder. Communicated again with CS and they said I could return the winch. I went out and purchased a different winch for my project. Then ** went back on what they said and I was told I can't return winch after I acted on information I was given. So I'm stuck with something that I can't return, and I can't sell to someone else without significant loss of value

• Initial Complaint

  Date:11/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a suspension kit for my SUV. The product is good. I ordered the heavy duty spring set for the rear because I tow my 20' bay boat around a few times out of a month and thought this set would be good for my truck because the original springs would sag when I hitched the boat on. When I installed the springs, the spring pressure is so strong that the camber in the rear suspension is heavily negative, the lower part of my tires are pointing inwardly. I tried having an alignment done and it was explained to me that the springs are to long. This would cause the tires to prematurely ware from the outer edge. I called and explained to *** what was going on and he didn't want to help in anyway. He just said that I could order a medium grade spring. I tried explaining again to *** that their are no indications on the websight description about having camber issues that an alignment can't correct but he was not wanting to help, Wouldn't except a return or an exchange. Just not willing to do anything. I ask if I could talk to the owner and he replied that the owner would say the same thing to me. All I wanted was to exchange the springs for what would work on my SUV. I went ahead and ordered another set because I don't want to damage my new tires but I would like to return the other set and get my money back. They did not explain correctly the capability of the heavy-duty springs for my SUV forcing me to purchase a different load ***************.

  Business Response

  Date: 11/24/2023

  Mr  ********* ******* made a conscious decision to order a heavy spring because he knew he was going to be towing a boat. Mr. ********* ******* stated their is o infomration o our website advising these springs could create a camber issue. 

  He is correct their is nothing on the website advising of a camber issue because when you use the spring for the application the spring is designed for there is no camber issue. 

  Our website clearly states the spring rates the springs are intended to handle. His technician is saying the coil springs are too long, both springs we sell are the same length; the difference is their wire diameter and number of wraps to be able to support the weight they are intended for. 

  Our website is clear about the added weight above stock the coil spring is designed to handle. We have customer support to answer any questions prior to purchase.  ********************** did reach out to our team but never asked about his situation that he would be switching between heavy and light loads. You cannot expect a heavy spring supporting a large amount of weight to act or sit n the same way when that weight is not there. Our return policy is clear that we do not accept returns on items that have installed and used. 

   

  Customer Answer

  Date: 11/24/2023

   
  Complaint: 20910508
  
  I am rejecting this response because:
  The website and it's information is poorly managed and is misleading. The images used and the information provided is not sufficient and need to be made clear to consumers. This particular spring set completely changes the driveability of the **** Possibly making it dangerous to operate. The vehicle can easily tip-over with the aggressive camber. At least if this could have been managed by an alignment it would have been great but an alignment is not even possible. Also without installing the springs one would never know how the vehicle would react making it impossible to make a conscious decision. Not having enough information from what is advertised or vehicle profile characteristics after installation or just perhaps stating that the vehicle would have excessive camber after installation and could not be alignmened would have lead to make a better decision. You provided no such information for the springs you are selling. 

  Sincerely,
  
  Shahin Baradaranghasemi

• Initial Complaint

  Date:03/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Their website states their coil springs fit my vehicle. I went to the mechanic to have them installed and do not fit. They stated they would refund me but will not refund me the shipping costs to return them. Their website has misinformation about the springs and what vehicle they fit on. If it was clearly stated, I wouldn't have made the purchase not costing me money on shipping and the mechanic. Though the return Policy is stated on their website, false advertisement or misleading or misinformation should not be the fault of the consumer. If you label products correctly, this doesn't happen. I want a full refund of the shipping and the product.

  Business Response

  Date: 03/13/2023

  1. The front page of our website clearly shows we work with 4x4 (4WD) vehicles, not 2WD vehicles  (see attached photo square red box)

  2. The Search feature on our website also indicates the parts searching feature is for 4x4 (4WD) vehicles. (see same photo different red square box)

  3. The specific measurements for the parts he ordered are on our website under the product for him to review which would have indicated they might not fit if he had measured his parts prior to ordering. 

   

  We have discussed our position with ***. And we have generously offered to waive our restocking fee to help him out. We shipped the product to Rey at no cost, it is only right for Rey to pay for any return shipping. 

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19581371
  
  I am rejecting this response because: On the actual product there are no exclusions on what vehicle it would not fit. Also, though the specs on the springs are on their website, they would not correlate with the springs I currently have because they are OEM springs and the springs I am purchasing are lifting  springs. I do understand the name of the company has 4x4 written together but on the product itself there is not specifications. For example, These springs are meant for 4x4 as per the company however RAM makes a 3.6L V6 Ram **** 4x4, 3.0L Diesel Ram **** 4x4, and a 5.7 Hemi Ram **** 4x4. These springs would not fit all these vehicles because they are all different in spec. Point being, due to the lack of specificity, a consumer can order these springs unbeknown and not have them fit. Also, it would be illogical to blame the consumer because the specs are on the website. That would require the consumer to tear their front suspension apart and measuring where the springs would sit prior to ordering to ensure they fit. That doesn't make any sense.   
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  the bars i purchased for my Jeep had a defective ****, and the seller refuses to replace the bolt or even give me the measurements to source my own!

  Business Response

  Date: 02/09/2023

  Customer reached out to us on  Feb 05  (Sunday) during closed hours.  We responded. Monday advising how he could resolve the situation. 

  Customer reached out again  Tuesday afternoon, we offered to see what we could do for him and got him the specifications he wanted Wednesday morning. 

  We have offered to reimburse the customer for the expense to purchase a replacement bolt. 

• Initial Complaint

  Date:09/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an vehicle awning through their website and made a error on my part by ordering the wrong side for my vehicle. When I called within 24 hours, I asked if I can cancel the order. **************** told me it can not be canceled even though I did contact them via phone approx 4-8 hours from the time I ordered the product. At this point I requested a return label that day of the order (8/30/22). After numerous request for my return label for this product, I have not received it. The day I wrote this complaint (9/13/2022), I contacted customer service and they could not give me a time line verbally on the phone of when I will receive this return label for a refund.

  Business Response

  Date: 09/20/2022

  Hi, thank you for sharing the information. 

  
  We were slower than usual in getting customer his return labels.

  
  It appears customer reported to ******************** 9/13/2022

  
  We did send Return Labels to him on 09/15/2022 in the morning and he thanked us for the labels.
  Thank you all for getting this to me -*****************;
  
  The *** tracking shows the items have not yet been received by our warehouse. 
  
  Awning XTR-71
  1Z89W0E29011042455 Not yet showing tracking info
  
  Awning Bracket Kit
  1Z89W0E29005591874 Estimated delivery Today, September 20 by 7:00 P.M.

  As soon as the product has been received, we will process the refund. 

  I hope this helps clear up the issue. 

  Very best, 

  Luke