Complaints

• Initial Complaint

  09/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a fan from Cooling Components in March of 2024. After making changes to the vehicle, I found that I needed to upgrade the fan to a larger one. In August, they allowed me to swap out the fan for a larger one. About two weeks after it was installed, the motor failed and locked up. I sent the fan back requesting a warranty repair or replacement. They installed a motor claiming that the fan was incorrectly installed and charged me $135. They "reset" the warranty. I had little choice but to accept their answer. After receiving the fan back, I examined the fan and found that their claim was false. There is only one way to install the fan, and it is very simple to do. I installed the replacement and after about a week of use, the new fan motor burned out also. I sent them a letter requesting a full refund as per their warranty and "Satisfaction" promise. They will not reply to my request. I have attached all the pertinent documents supporting my claim including text messages from their representative.

  Business response

  10/12/2024

  
  
  This case is a perfect example of how Cooling Components goes above and beyond to satisfy its customers, while also illustrating that the customer is not always right. I want to respond both professionally and personally, as this situation has hurt us deeply.
  
  We replaced a used product for this customer with a brand-new one of a different type, going beyond standard practices (something even Amazon wouldnt do). This decision was already extreme, and when my bosswho was like a father figure to usrealized what he had committed to, he was so upset that he suffered a heart attack and passed away in my arms. While I dont mean to suggest that Mr. ******* directly caused his death, I do believe my boss might have lived a few more days had this situation not occurred. Even after his passing, we continued with the plan to honor the commitment ***** made, without informing the customer of what had transpired.
  
  A few days later, the customers wife called, claiming the motor was bad and the fan had burned out, and informed us they had already sent it back. If the customer had approached the situation more reasonably, we might have simply sent a new motor and apologized. However, when we received the returned fan, it was clear the damage was due to user error, as there were visible skid marks on the blade, indicating a failure to follow instructions.
  
  When we sent a video showing the cause of the damage, the customer responded with another video, denying responsibility and accusing us of lying. Despite this, in the spirit of Ernies commitment to exceeding customer expectations, I texted him within 24 hours to offer a refund for the motornot because the customer was right, but because of our principles. The customer accepted, but before the refund could reach his account, he left us a damaging one-star review filled with misinformation. In response, I immediately reclaimed the $100 I had refunded.
  
  I wasnt surprised, though I was somewhat relieved, to learn that the customer had burned out the second motor almost immediately. Despite our extraordinary efforts to help him, he showed no gratitude or appreciation for our work, and instead tried to sabotage us, fully aware of the challenges we were facing.
  
  Given the damage this has already caused us, we would like to ask the Better Business Bureau (BBB) for assistance in evaluating who is owed compensation and how much. We will provide you with the details and timeline of the damages this week. The customer can return all the parts, and we will refund him for whatever we can use, after deducting for our damages. At this point, it is likely the customer owes us more than we owe him.
  
  For the record, "satisfaction guaranteed" refers to the performance of our products, which have always been and remain the best in the world. It does not mean we are in the business of meeting every customer demand, especially when those demands are unreasonable.
  
  

  Customer response

  10/15/2024

   
  Complaint: 22352764
  
  I am rejecting this response because: I am not satisfied with the product this company had sold me and request a refund.  I will also consider the evaluation on the part of the BBB concerning compensation as requested by the company.
  
  Sincerely,
  
  ******* *******

  Business response

  11/21/2024

   

  Dear BBB,

  Our response to *** ******* who also took his claim to the ************************** remains the same.

  Attached you can find the response we have given to the claim already which includes photos and indication of how it all went down to the point that we do not find *** ******* entitled to any form of compensation. It is really sad to us as well since we normally make sure that our customer is happy one way or another. But considering the amount of damages *** ******* has imposed on us, especially after receiving the highest level of customer service anywhere in the world, there remains no room for any further favor for him. 

  This is our final answer.

  Sincerely,

  *** *******

  Cooling Components, LLC.

  Ps. We can also provide you with the videos of our communication and further analysis in case you find them necessary and indicate a platform on which you can receive files up to 700MB.

   

   

*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. ↩