ComplaintsforQuadratec, Inc.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a floor mat kit for a 2023 **** *** from this company. They shipped me only some of the parts, but none of them could be used because the mounting bracket was not included. I have emails (with ******* ********************* Quadratic) where they refused to admit the bracket was included. Then, they finally *********************** at Quadratec admitted in writing they did not ship everything I purchased. After extensive proof was submitted they finally agreed to send the missing part. They then however never sent it as they claimed now it was out of stock and not available. They kit is useless without this part. If I buy a steak dinner and only the silverware shows up. The fork and knife are useless. They refuse to refund the money claiming they want what did show up back. but the packaging was destroyed on the way here and the large size of the part makes finding a replacement box impossible. So now I am stuck with payment for something that cannot be used and parts that cannot be installed. The part is available through other retailers and they all purchase it from the same source, *****. I am requesting a full refund as the few parts that did show up are useless. They claimed there is no time frame on when the missing part will be available and they refuse to refund my money. I am seeking a full refund on the parts because there is no way to use them without everything I paid for.

  Business response

  08/17/2023

  Hello, 

  I apologize for the inconvenience.

  I will have a representative reach out to the customer today.

  Kind regards, 

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

• Initial Complaint

  07/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  07/22/2023 Order #********* total $638.27 07/27/2023 reached out to customer service for order status as the shipment was running late from their estimated lead time of 2-3 business days.How long would I have waited to be notified?The items ordered were "in stock" and are in stock at many other distributors.Saying the item is out of stock versus just openly admitting they had a pricing error is deceitful practice.How many other consumers are going to deal with this situation?

  Business response

  08/15/2023

  Hello, 

  We apologize for the inconvenience. We are looking into this issue and will reach out.

  Thanks,

  ****

  Customer response

  08/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The issue is still being investigated. Per last correspondence. 
  
  Regards,
  
  *************************

  Customer response

  08/22/2023

  Good day - Quadratec sent me a $50 gift certificate for the troubles I had with the order "I" cancelled.  I did not cancel the backorder, Quadratec cancelled the backorder.  Either way, I get pricing discrepancies happen, I just wish Quadratec was more transparent about the discrepancy and not try to hide it behind a wall of backorders when we both know this is not the case.  I love Quadratec but in my opinion this was deceitful and maybe they will learn to be open and honest as they have policy in place for situations like this.  At this time I would like to rescind my complaint if that is possible.  

• Initial Complaint

  07/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was looking on their site and on the individual part page the free shipping was for anything over $49, but the main site says $99. I get told they just changed it this week but seems like they just got lazy and didn't change it completely on their website. But whatever, I get they want to raise the price since everywhere is doing the same. Then I get an email saying you still have items in your cart and shows me the 2 parts I put in the cart. One of the items is marked at $16.57, as shown in the picture, but when I click on the link to checkout the price jumps up to $29.99. That is very misleading and false advertisement. When I bring it to the attention of one of their chat members, I get a 4 paragraph explanation of the basically saying they can do this without penalty. I should have been given the price that was shown since they were the ones to send it directly to me.

  Business response

  07/28/2023

  Hello,

  I apologize for the issue. Someone will be reaching out shortly 

  Thank you.,

  ************************;

• Initial Complaint

  07/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 6, 2023, I ordered a ****** ***** ***** Front Stubby Bumper from Quadratec for $649.99. The item was listed as "In Stock". The status of this particular item has been listed as "In Shipping (3rd Party)" since it was ordered. On June 29, 2023, I finally got Quadratec customer service to admit that the part was on back-order and not actually "in shipping". I have been waiting for a refund since 29 June. I was told it would be 4-7 business days, and it has been 11 business days. Each time I call customer service and ask for a refund, a customer service representative tells me that they will call me back within one business day with a refund status. They have never called me to provide me update or offer a status on the refund. I have received two emails stating my cancellation and refund is being processed, and I have replied asking for a status on my refund, and they continue to ignore my emails. Customer service has told me that they are short staffed and it takes a while to answer my emails. The order number is *********. The item number is *****-****. The cost for the item is $649.99. I have been overly polite when talking to customer service, so this is not an issue of an angry customer. All I want is for Quadratec to provide a refund for an item that has been cancelled for 11 business days, as they have promised.

  Business response

  07/28/2023

  Hello,

  I apologize for the issue. I will have a representative reach out to you today to remedy. 

  Thank you,

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

• Initial Complaint

  07/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We purchased several items from Quadratec on May 9 for a total of $741.53. We paid by ******. Quadratec claimed that they shipped all the items. However, we are missing about half of the items we ordered. As a result we are out $371.25. Quadratec refused to respond other than that they sent the items and sent us the tracking number for the one box that the sent which did not include the items that are missing. ****** was not helpful in resolving the issue. It seems like no real person ever actually read our claims.

  Customer response

  08/05/2023

  I have not received any response from the business. If they looked at all the tracking numbers they sent me for the items they sent they will see that there is no way the combined weights of all those packages will equate to the weights of all the items I bought from them. I can provide all those tracking numbers if needed. Thank you.

  Customer response

  08/05/2023

  Here are the tracking information that the business sent to me:

  ***** ************ - 1.5 lbs

  ***** ************ - 1.3 lbs

  ***** ************ - 4 lbs

  ***** ************ - 1 lb

  ***** ************ - 0.3 lb

  ***** ************ - 0.3 lb

  ***** ************ - 0.4 lb

  Business response

  08/15/2023

  Good Morning. 

  I apologize, I show a that a rep has reached out on 7/28. I will have some one reach out today. 

  Kind regards,

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

  Customer response

  08/26/2023

  The complaint has been resolved. A billing adjustment has been issued.

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 25th 2023 I purchased a soft top for my ****. It came quickly. Placed it on the jeep at the first day over 70 degrees. Took it on a trip. Moment it got over 70 we had issues. It had to be ducted taped to use. I contacted support. They offered a replacement. I showed them pictures. They sent out another. It was a 3 week delay for shipping backed up. Ok. What choice did I have? It arrived. I opened the box and the top had a hole. That hole will only get bigger once its on the highway. I sent pictures back to company. They said they will send out another. Omg ok. But its on back order yet again. No date to ship. I asked if I could just get my money back. They agreed. They sent me 2 labels to return the tops by ****** I threw the first box away due to thinking I had a great top. So I had issues finding that large of a box. I sent with my own money, a box with the smaller parts to make sure it made it with the top. I sent it so that they had to sign for it. Its been weeks now. I get the run around about how they have all the parts and they dont know why a refund hasnt been given. They will talk with a manager. Day after day and no communication. I just need my money back. They have all their broken products. They also have my money. I have nothing! Thats not right.

  Business response

  07/05/2023

  Hello,

  I apologize for the issue. I will be sure your refund processes and send a confirmation. 

  Thank you,

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

   

  Customer response

  07/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Unable to return item (that is returnable by their policy)-the return information webpage is not accessible, and they will not provide return instructions or return communications

  Business response

  06/26/2023

  Good Morning, 

  I apologize for the issue.

  I will have an agent reach out today, 

  Thank you,

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

• Initial Complaint

  06/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a car cover from Quadractec on February 22, 2023 using my ****** Credit account and was charged $76.99. The car cover wouldn’t fit my **** because the one touch convertible roof is not removable. I requested a return authorization and was told that I had to pay for the return shipping because their parts system indicated the part would fit my ****. I return the part in the original package and was given a refund of $75.59 on April 20, 2023. I have contacted them twice and was told that I was charged $76.99, but they refunded me $75.59 and they would give me a refund of $1.40. My complaint is simple, give me my total refund and send me $1.40 plus shipping $15.32. I don’t understand why they are trying to fraudulently keep $1.40 and didn’t pay for the return shipping of $15.32.

  Business response

  06/02/2023

  Good Morning,

  We will reach out to the customer today to have this taken care of. 

  Thank you, 

  ************************;

  Customer response

  06/15/2023

  Complaint: ********
  
  I am rejecting this response because: I have never received a call, email or text from the company. I have not gotten a refund from the company.
  
  Regards,
  
  *****************************
  

  Business response

  06/15/2023

  Good Afternoon,

  My apologies, I show that a representative reached out on 6/2/23.

  I will investigate this and have someone contact you. 

  Thank you,

  ************************;

  Customer response

  08/07/2023

   I had spoken to ***** on two occasions before my complaint to the BBB. He told me that someone would contact me. He has never given a name or phone number to contact them. No one has never reached out to me. ***** and his company uses this tactic to never resolve issues with customers. Yes, please reopen this complaint and I hope they will resolve it. If they always refund a customer $1.40 less than they paid, they are taking $140,000 from 100000 customers. That is stealing from the customer/consumer!!

  Business response

  08/15/2023

  Hello,

  I show that Dan Johnson contacted the customer on 8/15/23.

  Please let me know if anything else is needed. 

  Thank you,

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

  Customer response

  08/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards, 
  

• Initial Complaint

  05/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 18th 2023 I purchased a lift kit part number *****-**** (******* ************* # ****-**) which was deeply discounted so I figured why not purchase it since I was on the site to buy a lift kit anyway. On April 19 2023 I received a confirmation email from Quadratec showing my order. Upon receiving my package it was not a lift kit but in fact parts to a **** that I don't even own and have no use for. I contacted Quadratec via email and explained that what I received was wrong. At this point I figured the deal was too good to be true so I asked for a label to return my parts but I was going to keep the second delivery which was color matched paint for my ****. I was asked for pictures of what I received to compare it to what I ordered. They were sent as asked and silence followed. I had to continue to send emails to get a response back which was met with by Quadratec with "confusion", but since I had been emailing them they had removed the lift kit from the website all together showing they knew there was an issue and subsequently also removed the part they did send me from the website as well so there was now nothing to show. Luckily I have pictures and screenshots of the website before they had a chance to remove it and try to cover up there error. After weeks of silence I get a response (on Saturday May 13th 2023 @2:58PM) saying "I have forwarded this concern to our concerned department to check for this issue, and once I have an update I'll reach out to you ASAP." It has now been 15 days so apparently no one wants to resolve my issue. This has been going on just under six weeks now. And clearly Quadratec is just hoping I go away after feeling like they have covered their tracks by removing the listings from the website. Now I'm out what I paid and a product I paid for.

  Business response

  06/07/2023

  Hello,

  I apologize for the issue. 

  One of our senior representatives will contact you shortly to remedy this. 

  Kind regards,

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

  Customer response

  06/15/2023

  Complaint: ********
  
  I am rejecting this response because:
  

  This complaint has been going on since April 26th and all I've heard is someone will contact you or I'm forwarding this on. This is just an attempt to make it go away like every other email I have received saying someone will get to you. It took two weeks for formulate a response of (paraphrasing here) 'someone will get back to you'. Seems like this is the modus operandi of Quadratec, I did not screw up here... I ordered a part off of their website, directly and did not receive what I ordered. All I asked for was a label to send it back, this was going to be a cheap mistake for them and that's all I wanted. I would have ordered another lift kit from them had they just sent me a label and refunded the incorrect purchase, but no... they can't do that. So they've been holding on to my money and refusing the send a label for going on two months now. I've provided screen shots and pictures of their OWN website with the kit I ordered which they have subsequently removed from the website. I did not order from a 3rd party, but directly from the seller. There is no excuse for this behavior. This really could have been solved with a "Sorry, our site was screwed up let us send you a label and fix the situation"... but here we are 50 days later. I've already filed with the Federal Trade Commission and now the BBB, my only steps to fix this are to continue to move up the ladder which is not what I wanted to do. Quadratec lost out of sales (because of this single stupid issue) of two **** builds because of this. I ordered my gears and lockers for one **** from a competitor because of this and clearly have to continue that direction in the future. I will not accept a "We'll get back to you" as a resolution to an issue they have been avoiding for the better part of 2 months. They have my email, they can contact if they want to resolve this but everything will be in writing, I don't play "he said she said" over the phone. Anything less is not sufficient. So no, this issue is very far from being resolved and "We'll contact you" is just their way of trying to hide from a mistake but that's not how life works. 
  
  Regards,
  
  *********************

  Business response

  06/16/2023

  Good morning,

  I apologize that you have not heard from us.

  We attempted to call again yesterday and also sent an email. 

  If you still have not received any communication please reach out to me directly at ********************.

  Kind regards,

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

  Customer response

  07/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  I think this response was meant for someone else. 
  
  Regards,
  
  *********************

• Initial Complaint

  05/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with them on March 28 2023. On April 16th I checked the status of my order and it said it was in 3rd party shipping. I reached out them because that status hasnt changed for a week. After repeated attempts to get a status. They responded back and said they would look into it. On April 25th I received an apology and said the item was due to ship on May 17th and I would receive and email with tracking number. This past Monday I reached out no response and Friday I reached out with no response. My credit card was charged in full the day of the purchase. If you dont have a product dont sell a product. I would like a refund in full including jy shipping charges that I were charged since obviously I am not going to be getting my product.

  Business response

  06/08/2023

  Hello,

  I apologize for the issue. 

  I will have a member of our staff reach out to you. 

  Thanks,
  ***************************

  Customer response

  06/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They have reached out and said they will credit my account t within 4-7 business days. If this is true I find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

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