ComplaintsforFeniex Industries

• Initial Complaint

  06/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a brand new lightbar, Feniex Quantum 49" and was told that it came with the standard foot mount. When it arrived over 2 weeks later, I found there to be no strap kit included. I called Feniex and spoke with a few people and finally ordered the strap kit separate. I was told the final price would be around $35 and delivered the following week. One week later, no strap kid had arrived and $65 taken from my credit card account. After calling to dispute the mishap, there was no information regarding my over the phone purchase, but was later found hours later and was given a 20% restocking fee for their mistake for me to cancel the ill-handled matter.

  Business response

  06/26/2023

  We apologize for any confusion or inconvenience you may have experienced during this process, and we appreciate the opportunity to address your concerns.
  
  On June 15, 2023, you contacted our customer service representative, *******, inquiring about our lightbars and their accessories. During the conversation, ******* clarified that our lightbars come with a standard foot mount, but hook kits are available as an additional purchase. To assist you further, ******* transferred your call to our Sales Representative, *****, who provided guidance for placing your order.
  
  Following your conversation with *****, you proceeded to place your order on the same day. The order was scheduled for a 1-week lead time, with a projected ship date of June 23, 2023. We aimed to fulfill your order promptly and efficiently.
  
  On June 22, 2023, your order was successfully picked and fulfilled, and we prepared it for shipment. However, on the same day, you contacted us stating that you were informed your order would arrive on June 22. Additionally, you mentioned that you were under the impression that the total cost would only amount to the price of the hook kit, $39. We acknowledge that there might have been a miscommunication or oversight on the part of our sales representative, who failed to mention the additional shipping charges of $25.59 when processing your order.
  
  We understand your frustration with this discrepancy, and we sincerely apologize for the inconvenience caused. Our team aims to provide accurate and transparent information to all our customers, and in this instance, we regrettably fell short of our standards. Please be assured that we will take steps to address this issue internally and provide additional training to our sales representatives to avoid similar situations in the future.
  
  Furthermore, we acknowledge that due to the lead time associated with your order, you expressed a desire to cancel it. In such cases, we do inform our customers about our restocking fee of 20%, which we mentioned during your conversation. We apologize if this was not adequately conveyed to you, and we understand your frustration regarding this matter.
  
  Once again, we apologize for any inconvenience caused and appreciate your patience. Your order was fully refunded on June 22. 

  Customer response

  06/27/2023

  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:

  Resolved

  More info

  Returned a purchase on 05/30/2023, which was nine days ago, that I purchased using PayPal. PayPal advised it maybe within my best interest to initiate a dispute, given I'd contacted their team three consecutive times about a refund to no avail. Just received an e-mail from their "Senior Accountant", "Andi" that was very condescending and abrasive, alleging that they're going to delay my refund even further given I've initiated a dispute. This is the last time I'll be doing business with Feniex.

  Business response

  06/08/2023

  Dear ***********************,

  Please accept our apologies for the miscommunication and delayed resolution. 

  Please see attached evidence that the refund has been performed via PayPal by our CFO ********************* today 06/08/23.

  Please reach out to ** should you need anything else. Hope you have a great rest of the day!

  ******************** - COO

   
  

  Customer response

  06/09/2023

  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

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Where to start!!??? Absolutely a laughter of a company. You purchase $700 plus on one item "not including the other 2k +" and they tell you in order for your visor to work you need a $20 part! ??. This info is absolutely no where for you to know. You then pay $80 to overnight shipment and FENIEX sends it 5 days later. **************** informs me I'll have a full refund the next day. That NEVER HAPPENED. I specifically ask how are the takedowns on the quantum interior visor, FENIEX stated (blinding). I CAN ABSOLUTELY CONFIRM, pathetic is an extremely generous description. Takedowns are a complete JOKE!! I also purchased their $350 complete PA/SIREN SYSTEM. Pa/Siren is absolutely WORSE then the quantum visor. Honestly I purchased Sound Off immediately to replace it. It's completely ridiculous how bad it sounds!! FENIEX customer service states you can set any light combo you desire with their software. WRONG, ironically FENIEX doesn't inform you there's an additional $150 fee for the software. Let's talk about their $450 dollar **** Control box. If you're looking to get into an absolute maze of unnecessary clicks and settings for such a simple task a control box is supposed to do, then absolutely purchase the ****. I guarantee your experience trying to set your settings will be as exciting compared to the LOW QUALITY all of FENIEX items offers. There are SO MANY NEGATIVES with this company I can literally write a book. AMAZON definitely has better quality, prices and easy install then FENIEX Does!! PLEASE PLEASE PLEASE don't spend your money on these guys. I guarantee you WILL NOT be happy. FENIEX can care less about you and your experience!!! Thank you to the manager that always avoided my phone calls and concerns.AND to "***************************, VP of Sales", PLEASE don't respond with your generic reply and with your pathetic copy and paste of excuses.

  Business response

  05/03/2023

  Please view the uploaded cover letter and supporting documentation for our response to ********************' complaint: 20001600. 

  Customer response

  05/10/2023

  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

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction: August 2021. Amount of money paid the business: $79.00. What the business committed to provide you: Warranty. What the nature of the dispute is: Business has not contacted this customer for RMA Number. Business has tried to solve the problem: No. Account/order/tracking number: ****.

  Business response

  04/26/2022

  Hi ******, 

   

  Thank you for your business and we are sorry your recent experience wasn't as expected.

  The team sent the replacement unit and it shows delivered today at 1:00pm

  https://www.fedex.com/fedextrack/?trknbr=272280591680&trkqual=12023~272280591680~FDEG

   

  We look into the issue about the communications and seems at some point your email was unsubscribed from our communications and it prevented the *** instructions from reaching you.

  Regardless of how this happened we offer our sincere apologies for the delay in servicing this request.

   

  Thank you so much! If you need anything else please let us know!

   

  Yemilyn *****

  COO

  Feniex Industries

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

  Customer response

  04/27/2022

  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

  04/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed order(124758) on 3/15/2022 still have not shipped any of the items. As of today! Want to charge to cancel order!Placed order(126378) on 4/7/2022. They shipped all but one item. Numerous contracts with this company about delays and shipping between ******** which they blocked the customer for no rude comments! Emails and phone calls. They have very poor customer service. These delay should be listed on the web site before order is placed! Over $2000 in emergency lighting. They are the only company having a delay! Can still order from their dealer network or Amazon and shipped right away! But wanting to charge a 10% cancel fee. Or a 20% restock fee for returns. Because part of the order cannot be used without the complete order!! Would like a complete refund and a RMA for items shipped. Without a cancel fee or the restock fee!

  Business response

  04/26/2022

  Please see refund evidence attached as well as details on the handling of these transactions.

  Thank you!
  

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sent in product for warranty and has been over 2 months with out it being taken care of. Called in many times and get no real answers other then promises to call back and stay in contact, then get ignored.

  Business response

  04/01/2022

  Hello, 

   

  We were able to get in touch with ***** and sort everything out, tracking number has been provided for the warranty replacement and we remain available to serve any future needs.

  Thank you for your patience *****!

   

  Mar 30, 2022, 12:12 PM (2 days ago)

  Hi *****, 
  
  
  Here is your tracking number:
  271448565108
  
  
  
  Thank you for your patience and for choosing Feniex, we look forward to working with you in the future!
  If you have any issues please let us know and we'll help you out.
  
  
  https://www.fedex.com/fedextrack/?tracknumbers=271448565108

  Customer response

  04/04/2022

  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,
  
  ***********************

*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. ↩