ComplaintsforQuadratec, Inc.

• Initial Complaint

  03/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made two orders from quadratec on 1/3/22 and 1/4/22. Order numbers ******** (total 6538.13) and ******** (total 144.79), for a total of 6682.92. Many products where on back order. Over the next 3 months quadratec has taken a total of 8591.99 out of my account. On 2/10/22 the total removed was 6124.01. I still owed 558.91. However on 3/7/22 quadratec withdrew 2467.98 from my account. Therefore, they have taken 1909.07 dollars in excess. I contacted them immediately at around 9 am when customer service opened. They told me they had a new computer system and could not see the charges I was discussing. They reassured me they would reach out to their managers and I would receive and email or phone call shortly. At 1 pm I had not heard anything. I called again and spoke to another representative. Got their name and had her email me telling me she was going to reach out to her managers and work on a resolution. A day went by. I heard nothing. I emailed her again requesting an explanation and return of my money. Her response attached to this in a word document was to wait a few days and the charges would "fall off". She reported that they could not "see" the charge I was discussing on 3/7/22. I responded on around midnight on 3/9/22 explaining how after they updated their system instead of being charged 558.91, I was charged 2467.98. I provided her with a redacted bank transaction report showing the withdrawal on 3/7/22. I have heard nothing. I have financial responsibilities and the 1909.07 amount in excess is not tolerable to just "wait and see" when they can't explain what happened. I have told both customer service representatives that on my account there is an order from 3/4/22 that I did not make. I have asked them to cancel it but it continues to show on my account. This order number is *********. I have attached this order below along with the withdrawal amounts provided by quadratec, their response, and my redacted bank statement.

  Business response

  03/22/2022

  Hello ***,

  I am very sorry to see this and I was able to dive a bit deeper into this problem and I was able to find that transaction, that has been refunded back to your card and you should see that within the next 1-3 business days. I do sincerely apologize for the troubles this has caused. It seems there was a glitch during the migration of this order into our new system. 

  Thank you,

  Hailey

• Initial Complaint

  03/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  February 19 2022, I PAID $392.99 for FOUR ******* ******* x3 tires that were shown on their website as In Stock. I was billed for $1591.96 + 6% tax which makes each tire $397.84. Their website shows $392.99 a tire!!also if billed for $1571.96 before tax, and sent three, that would make each tire $530.65 a tire which no one would pay.The next day, I saw that another vendor had the same tires in stock for around $333.00 a tire. Quadratec advertises 'Guaranteed Lowest Price'.I called, and after being on hold for 27 minutes, *** answered. I explained that another vendor had the tires cheaper, he looked it up and confirmed and said he would credit me the difference.I also told him that 3 tires instead of 4 were shown To Be Shipped, and asked why. He said he didn't know because they had all 4 in stock, and that he would call me back. It is now March 9 and after messaging them through their website 6-8 times, trying to call and no one answering except there recording, I still do not have 4 tires. They took the money from credit card on Feb 19. I was charged I am no longer able to message them, because when you hit SUBMIT MESSAGE, nothing happens.

  Business response

  03/22/2022

  Hello *****,

  I apologize for the trouble this has caused. I am showing that you were only charged for the 3 tires that have shipped, for a total of 1249.71.  The cost for those tires are $392.99 + tax. When paying with a credit card we do not charge you for the items until they are shipped out for you. You were authorized for the entire total but have only been charged for the 3 that have shipped so far. I have attached a copy of the receipt for you. We are unfortunately out of stock of those tires at this time we do have a stock shipment on order and when we get those back into stock we will get that last one shipped out for you as soon as possible. I again apologize for the trouble this has caused. 

  Thank you

  Hailey

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased tires, rims, a speedometer gear, a bike rack, and lug nuts from Quadratec on 11 Dec 21 totaling $1595.55. Order number ********. The parts were sporadically delivered in January and February 2022. In Mid February 2022, I realized quadratec sent the incorrect speedometer gear. An expert had told me it was the correct gear in December when I ordered. When I called back in early Feb and spoke to another Jeep expert at quadratec, they told me the other tech was incorrect and told me to buy the wrong part and I should send it back. On 25 February I emailed about not receiving the refund (no response). I emailed again on 1, 2, and 3 March (no response). I DMd quadratec on ******** and received an auto response that their servers aren't working correctly and there is no estimated response time for them to respond (maybe this is why they are ignoring customers??). I tried calling but was on hold for almost an hour when I gave up (assuming the server issues mean customers are all trying to call about issues with orders/refunds). Because the DM, email, and phone methods weren't working, I tried highlighting my issue in the comments on ********. Quadratec immediately blocked me sonI know they are monitoring ******** and hiding behind server issues instead of replying back to set up a simple phone call to resolve the issues. They have my part and refuse to issue a refund and refuse to respond to any inquiries.

  Business response

  03/22/2022

  Hello,

  I am very sorry to see this, This was returned for store credit. I am showing that we did get this taken care of for you  back on March 4th and this was refunded back to your **************** card in the amount of $42.54 instead of keeping that store credit. 

  Thank you

  Hailey

  Customer response

  04/16/2022

  [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

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order number ******** has never been filled or shipped. This has been going on for 3 weeks. Have called 4 times only to be told the order has shipped or will be shipped that day. 3 weeks later it still hasn’t shipped. I told them to cancel and 10 minutes later they charge my card. Called back to only be told again order has shipped when it still hasn’t shipped 3 weeks later! Told them to cancel order again and was laughted at by customer service, that said he would cancel. Guess what I’m still in limbo . They still have my money and I still have no order !! Very unreliable business and would never order again from this company!!

  Business response

  03/22/2022

  Hello *****,

  I am showing that this order was canceled per your request and you were not charged for this order. What you were seeing was a prior authorization for this order total that has since expired so that should have dropped with your bank. I do apologize for the troubles that you had with this order. 

  Thank you,

  Hailey

• Initial Complaint

  01/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Quadratec sells **** parts. On Jan 10 2021 They had a ******* ******* brand soa conversion kit with springs a sale price of 317.99. So I ordered it. It said it was back ordered but in this day and age what isn't. So after several months of emails every couple weeks or so of the back order date getting pushed back. I called quadratec and they said that ******* ******* can't get the springs in the kit. I called ******* ******* and they had them on the shelf. Several hundred sets. So I contacted Quadratec back and told them discovery about them in stock to no avail. In September I received an email stating my order was ready but there was a prob with ****** and to contact them within 2 days to resolve. I did as they asked and they couldn't fix it so *** at quadratec said it would be best to cancel my current order and start a new one to get it to go through their system and get it to me. Well now they are telling me it will be back ordered till may. I've contacted Rubicon express and they have them in stock still. The retail price of these parts is over 1000.00 and I am beginning to believe they messed up the ad and does not want to sell it. Please help

  Business response

  01/26/2022

  Hello ***,

  I am very sorry to see this and the extended wait for this product. I do sincerely apologize for the delays and the trouble this has caused. 
  

  I have looked into this for you and it looks like we did have a glitch in our system with the stocking for this kit. I have broken up this kit to ship out of different warehouses and this will be processed for you today 1/26/22. 
  

  The ***** **** **            2 R.E. ******* **** SPRING OVER 5 LEAF    ****** will be shipping out of our Chambersburg PA warehouse. 

  The ********** **            2 ***. ******* **** SPRING OVER 6 LEAF    ******       will be shipping out of our Sparks Nevada warehouse. 

  The ***** **** **            1 ** 1.5IN LEAF SPRING BUSHING KIT        ****** will be shipping out our West Chester PA warehouse. 

  The  ***** *** **             1 ** SPRING OVER CONVERSION ** PWR STEER  ******      will be sent directly from the manufacturer. 

  I have also made sure that the pricing did stay the same for you even though it is over $1000 now we will definitely still honor that pricing for you. Those items that are stocked in our warehouses will be shipped out for you today and once the manufacturer receives your order for that one item they will ship that directly.  Again, I do sincerely apologize for the trouble this massive delay has caused. 

  Please let us know if you have any questions or concerns we are more than happy to help!

  Have a great day!

  Hailey L*********

• Initial Complaint

  12/23/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  12/8/21 - I purchased a $100.00 gift card online to be sent to my son's phone. No confirmation email arrived and no gift card was received.12/10/21 - I called the company and was told their computer was slow, they would call back. They did not. The following week I called again. They said a gift card was mailed out. No gift card has arrived. They have had plenty of time to rectify. I would like my money back.

  Business response

  01/28/2022

  Hello *****,

  I apologize for the trouble this has caused and the delay with that gift card information. That gift card is available on your online account for you to email, screen shot and send as a text message or print out.  That was also mailed out if ******* did not receive it, it may have been lost in the mail while in transit. The representative that you spoke with said that they had given you a call back and provided the redemption information on voicemail. 

  This $100 gift card was used by ************************* on 12/30/21 for order number ********. I am unable to refund the order for the gift card since the intended recipient redeemed that gift certificate.  

  Thank you,

  Hailey L*********

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a Qudratec winch and bumper installed on my 2020 **** *********. One evening it started on its own ruining the bumper and winch cable. I had to disconnect the positive battery lead to stop the winch which was red hot and could have started a fire. I called Quadratec the next day and was told the winch was being recalled due to faulty electronics which could cause it to start on its own. I had to have the winch removed and I shipped it back for repair. They sent a new bumper to replace the damged one. Since I had to remove the winch and bumper, I purchased a new winch to have it installed to avoid two trips to the dealer and related costs. Quadratec did repair the recalled winch free of charge, However I had to pay $917 in labor costs for removal of first winch and bumper and install new winch and bumper. Quadratec only gave me a $50 for the labor. I sent them all of the information to review and told them I would settle for half the labor despite not being my fault.

  Business response

  10/26/2021

  Hello *******,

  We are very sorry to see this. I will forward this to our winch recall department to see if there would be anything additional that we would be able to offer. A representative from that department will be reaching out to you as soon as possible. I do apologize for the trouble this has caused. 

  Thank you

  Hailey

  Customer response

  10/29/2021

  [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.   I was contacted by the company later and was fairly compensated for the damage caused by the equioment malfuction.  I plan on continuing to business with them in the future.
  
  Regards,
  
  ******* *****  
  

*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. ↩