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:12/04/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 purchased "X-Factor Synthetic Leather Seat Covers, Front and Back" on 03/26/2024 for my 2023 Ram 1500 quad cab. First, there was no mention of 10-12 week lead time until after purchase, which is the first problem. After I found this out, I had to dig into their return policy in a completely different area of their website, where it states the 10-12 week time to ship. I am 8 months and 8 days into this purchase and still have not received my order in full, and as described, per the sales contract. Per their return policy, you cannot return the front covers if they have already been installed in your vehicle, so they have "trapped" you into this agreement because you can't return the front for a full refund, but also won't send the rest of your order, as described. It is now 12/04/2024 and all I have received are the front seat covers and a console cover which does not fit properly and was guaranteed to fit. Like other's complaints, they go to great lengths to lead you on about when you will receive the entire order. They offered a partial refund after I opened a PayPal dispute, but never sent the refund. They promised repeatedly that the rear seat was almost finished, and that they were re-working the front console cover. I now am unable to get a refund through PayPal because it has exceeded the 180-day limit, and my credit card can only work disputes for up to 90 days. I opened an investigation with the Utah Division of Consumer Protection and the investigator closed the case, stating that he was told I was issued a refund. That never occurred, and I asked the investigator for the proof of refund, to which UDCP just stopped responding to me. In addition, I have filed a complaint with the Federal Trade Commission. I have not begun to take legal action as of yet, but if I fail to receive a refund, I will be going that route. This company has done this to so many other people and their deceitful business practices need to be brought to light.

  Business Response

  Date: 12/04/2024

  Ms. ****** has been issued a refund for the partial she did not receive.

  The checkout process on our website requires customers to see the lead time notification right by the add to cart button for more than 18 months now. Additionally, we send confirmation email immediatley upon purchase so that customers are aware that we make the orders on demand according to their specifications.  
  
  We have also offered to send an additional console cover with a slight modification ( the same modification could be made quickly to the console she already has - just remove binding around the edge of the material to allow the trim piece to clamp better. And the edge would still be concealed underneath for a clean appearance. Otherwise, it cannot be tucked in and is just a matter of the way Ram engineered the console. ) We are still willing to do that for her but have had to stop responding due to her repeated efforts with threats of lawyers and the BBB, the Consumer Division, Paypal, etc, etc, etc.
  
  We can totally appreciate her frustration with the process - and we are mutually frustrated that it could have taken so long. Yet we too are bound by logistics of pattern design updates, incoming materials, internal operations and supply chain and production processes. We would have loved to serve her more quickly and meet her demands and it is outrageous that it was not fulfilled sooner. It is unfortunate and we have apologized and offered to help. Yet, without the matching materials and pattern design updates to send her the correct and matching set we were unable to complete it on time. 

  We have issued the refund for the back seat she did not get. We stand willing to help with a new console cover. However, it has been fulfilled and the solution has been offered to get it to fit better and we reserve the opportunity to protect our employees from further commentary. 

  
   

  Customer Answer

  Date: 12/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: I haven’t received any refund, in any amount. If it was sent, there would be some response as to HOW it was sent, and to where, but I haven’t received any notification from original form of payment or via postal mail. 
  

  In addition, I stand by my statements, and other’s statements all over the internet that there was no warning of lead time until after purchase. But, does that even matter when it’s been over 8 months since purchase? Everyone is tired of the excuses. If your supply chain and sweat shop is that unreliable then why keep selling the seat covers? You stated in emails the back seat of my truck was extremely difficult (just a plain old flip up bench seat) and that you didn’t even sell it anymore. That’s a lie because it’s available on your website. It doesn’t have a flip down armrest, a split bench, reclining back rest, etc. What is so difficult about that? Or, was it just another excuse? 

  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:11/24/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On January 14, 2024 I placed an order to purchase seat covers from Vertex Offroad. The expected processing and delivery of my order was supposed to be 10-12 weeks. After 12 weeks, I asked for the first of many updates. There was a mix of phone conversations, phone calls answered by text, text answered by text, phone calls answered by email, email answered by email, etc. After receiving offers of a different color, lies that production was taking longer than expected, lies that the production was complete and ready to ship, and basically being dragged along for months, I requested a refund on October 21, 2024. I was told it would take 15 - 30 days for the refund to process. 30 days have past and still no refund. A refund would be nice, but I am filing this complaint against Vertex Offroad mostly to expose this company’s fraud and hopefully prevent anyone else from getting scammed. From my research, I know they will reply to my complaint and try to make it look like it's my fault. This is a fraudulent company that knows the laws regarding fraud reporting timelines as I reached out to my bank to be told that they couldn’t help me because it had been too long. They drag it along to exceed these timelines to steal your money. I’m convinced that positive reviews are generated by Vertex Offroad themselves. In fact, I'm convinced they don't make seat covers at all and the business only deceives customers and defends negative reviews and complaints online long enough to legally keep your money.

• Initial Complaint

  Date:11/22/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Placed and order for seat covers on August 23, 2024. At the time the order was placed the estimated delivery time was 10 to 12 weeks. The company was contacted at 10 weeks and they returned an email several days later stating half of the order was complete and the other half would be completed and inspected and had an estimated completion date for the second week of November. Product was not completed that week. Company was contacted and a return call was requested to determine the shipment of the seat covers, no call was returned. A chat message was also sent and the company sent an email stating the order would ship on Thursday, November 21. Contacted the company via phone on November 21 and they stated the order would be shipped that day and would be delivered the same week. When our concern was placed that the company closed for business in 30 minutes the representative had the same concern that we were correct it would not ship. The representative stated they would contact the company and have them return our call that night or first thing on Friday. No call was ever returned. Sent the company a message via chat the same day to determine were the order stood, no response by the next day. Called the company on Friday at 232 pm central time to find out the status of the order. Was advised they would contact the production line to find out where the items were at but they couldn't call for ******************************************************************************************* week 13 since the order was placed. An hour and a half later, still not return call no any followup to the chat message almost 24 hours later.

  Business Response

  Date: 12/03/2024

  Mr. ******** order has been delivered via UPS. We are sorry we could not respond to his request immediatley or that the production lead time was extended in his case.
  
  Our customer service team was not in office during the above mentioned and we had some additional help answering the phone and providing information as best as possible. It seems in this case that it caused more damage than good since they promised a call back when no one was actually in the office to do so.

  We thank Mr. ****** for his patience and support in this regard and hope he enjoys the product. We are always working to improve our processes for production and customer service and improving over time. 

   

  Customer Answer

  Date: 12/04/2024

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/01/2024

  Type:Order 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.

  My order was placed on 5/16/2024. I paid $737.97 for Front and Rear seat convers for my Silverado Truck. Their website states a ***** week delivery as they state each order is custom manufacture and fit tested for my truck model. in August I had still not received my order After several emails with their customer service, they offered a upgrade to leather material and immediate shipping. I accepted the offer and received a shipping notice however only the front seat covers were delivered. When I contacted them they said they needed another week to ship the rear covers. This has never happened. The last eta was 11/1/2024. After contacting them today they are now saying Thanksgiving. (end of November) I requested a full refund today (11/1/2024) with a shipping label to return the front seat covers as no one wants seat covers that do not match. At this point they are only offering a particle refund for the rear seat covers which I told them is unacceptable. At this point I do not expect I'll get any refund and am hoping that the BBB can help with this case.

  Business Response

  Date: 11/12/2024

  Here is the response that was submitted on November 4th.
  
  We understand Mr. ******** concern about the long manufacturing time to get his order through production. However, the good news is that his matching back seat has shipped and will be arriving to him shortly, as promised. We have kept him updated as best as possible throughout the process, including text messages, emails and phone calls trying to keep him updated. We did offer him a free upgrade to the synthetic leather product as a courtesy due to the long wait time. Mr. ******** concern is valid and understandable, however, we have provided honest communication with him all along and the product has been manufactured for his truck. He has received the front seats and the back seats are currently in transit and the *** tracking information has been provided to him. We do not offer refunds for products that have already been installed in customers vehicles, especially after months of use. We wish him all the best and we are happy to help further, as needed.

   

  As an update, to your new request:
  
  Mr. ****** has received the 2nd shipment, according to the *** tracking information. This issue has been resolved, he received the custom order and we will move ahead with archiving the order, but we are still happy to help, as needed. 

• Initial Complaint

  Date:09/30/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On April 17, 2024 I placed an order to purchase synthetic leather seat covers from Vertex Offroad. I had seen their advertisements on Facebook for a few months and had even gone to their website and tried to verify they were a legitimate business. I determined they were based on my findings so I placed my order. I immediately received an email confirming my order which I will attach a copy of below. The email stated that I should expect processing and delivery of my order within 10-12 weeks. I felt this was a bit long, but decided to wait it out to receive the product. Well, 12 weeks came and went and no product. I reached out by phone and email and was assured the order was going to be fulfilled and I should receive it in another 2-3 weeks. That time frame passed and still nothing. I reached out again and got basically the same response. "Give us time and we will deliver your order". Usually promising a 2 week time period again. After 16 weeks of waiting and never receiving the promised order I decided to find out the process to request a refund. Again, they urged me to be patient and wait for the order and promised it would be worth it. Finally, I had enough and adamantly requested a full refund of my $770.38 with no restocking fee. They responded promptly that they were sorry and would get right on it. That was August 16. I reached out again in a few weeks and was told it could take up to 30 business for a refund to process through PayPal, which is how I paid originally. As of Friday, September 27 it has been 30 business days and still no refund has been processed. I am filing this complaint against Vertex Offroad with the hope that the BBB can #1 help my get my money back and #2 help expose this company for whatever they are and hopefully prevent anyone else from allowing them to take their hard earned money. I don't know if this company is legitimate or if this is just a scam, but either way I believe they need to be held accountable.

• Initial Complaint

  Date:05/28/2024

  Type:Product 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 paid close to 1000$ for a set of seat covers that were advertised with a lead time of ***** weeks . I purchased them January 1st 2024 . Today is may 28th 2024 and I have yet to receive my product . They want to keep 20% of my money to cancel the order but yet have no estimated time or arrival . They will not return phone calls or answer the phone at all . This is the worst exsperience Ive ever gone through with a company , they are criminals whos robbed me at this point and my next step will be to get attorneys involved . This company should be shut down for false advertising and robbing people .Ive waited 6 months and if I want a refund I loose 20% ? Meanwhile they cant give me a answer of when my product is actually going to arrive ?

  Business Response

  Date: 05/29/2024

  Hi, ************************** order did take longer than anticipated and we apologized to him for that. However, we have updated him via email several times and offered support and responded to his requests. It seems there may be 2 people ( ***** and ****) who are emailing about this. We tried to call but were unable to connect and there is no voicemail at the number provided. This order is ready to ship in the next 3-5 business days according to the update that was given on May 9th. As stated on our website we make each order for the customer according to their specifications and production times can sometimes be extended. We do not like keeping our customers waiting, and we wish we could have shipped this sooner. There is an opportunity to cancel the order but since the time and materials and resources have been committed it will just need to be approved through our normal process which is stated on the website. Otherwise, he can expect tracking information to be sent to the email address on the order in the next few days. 

• Initial Complaint

  Date:04/28/2024

  Type:Delivery 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.

  On January 16, 2024, I placed an order for seat covers for a 2022 **** F150. Order # V67588. Confirmation # D5J7HIVNT. Not until after the order was placed and I submitted payment was I made aware that processing could be ***** weeks. I waited 12 weeks, then called the company for an update on my order. No one answered the phone. I left a voice mail. They did not return my call. I called again that same week and got the same result (left a voice message and received no return call). On April 24, 2024, I sent an email through their customer support feature. I still have not received a response from them at the time of this message. This company processed my credit card for payment the very next day after I submitted the order (January 17, 2024) for $384.98.

  Business Response

  Date: 04/30/2024

  We reached out to **** and apologized to him over the phone for any missed communications and got him updated on his order. He's justified in his frustration in the longer than anticipated lead time and we can appreciate his position. The good new is his order is nearing delivery and we've scheduled a follow up call to update him again in 2 weeks with the delivery date.

  Customer Answer

  Date: 04/30/2024

   
  Better Business Bureau:

  
  I have reviewed the response made by the business in reference to complaint ID ********.  They called me on 4/30/2024 and offered to me a different seat cover option, stating they could ship that item quicker.  However, I prefer to receive the type of seat cover I ordered.  They acknowledged my preference and indicated it would not be shipped until May (no specific date given).  I told them that would be fine.  They indicated they would follow up with me with a phone call in about 10 days updating me on the shipping date and providing a tracking number. This resolution is satisfactory to me.  (If it does not ship in May, I would prefer a full refund.)
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 05/15/2024

  Previous complaint filed with BBB on 4/24/2024 (Complaint ID *********. Following the submission of this complaint, I received a call from Vertex on 4/30/2024. They stated they had missed a couple of my emails and phone calls. They offered me a different product, but I refused that other product. I wanted the one I paid for. They told me those would not ship until June, but that they would give me a call in about 10 days to let me know the status of my order. That was 15 days ago. I now want a full refund of my money. If they cannot keep their word to update me as they offered, I do not want to do business with them.

  Business Response

  Date: 05/17/2024

  Here is the note from our last interaction with **********************:
  
  "Phone call with **** on 4/30. Super nice dude and he confirmed he would rather wait for the Cordura Canvas rather than leather shipped sooner. (leather could ship this week). This is a work truck so he said he wants to wait for Canvas at the end of May. Told him we would give him a call in about15 days with more info. Added to ****** calendar to update shortly."
  
  We were able to make contact with him just now (05/17) on the phone to confirm that he prefers a refund at this time. We appreciate his interest and support and understand the extended lead time not fitting his need right now. We wish we could have served him more quickly. 
  
  The cancellations and refund will be given according to the policies given on the website.
  
  
  
  

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21636685
  
  I am rejecting this response because:
  I was told I would get a full refund, that there would be no 20% restocking fee.  The gentleman said he would waive that fee because it had been so long. 

   

  Sincerely,
  
  ***************************

  Business Response

  Date: 06/03/2024

  The order was already refunded according to the exact information we gave the customer in both writing and over the phone so there is no further action needed on this. For future customer reference we make each order according to the options selected and it can sometimes take a bit longer than expected. Our products are exclusively sold on our website and shipped directly from us to the customer. It can be unpopular in today's Amazon era for delivery to take this long and we understand that. Actually, we side with the customer that this order took too long which is why we offered options. However, we work to keep up with demand and keep delivery times on track and get back to every phone call or message sent. If we happen to miss you please just reach out again and we're happy to help. All orders are guaranteed to be delivered and we appreciate your business and support as we work to provide the highest caliber product possible.

• Initial Complaint

  Date:04/24/2024

  Type:Delivery 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.

  Ordered and paid for seat covers on 1/22/2024. Unable to get any contact with customer service. They stated they would ship 3/22/2024.

  Business Response

  Date: 04/25/2024

  We are sorry that *** decided to make a complaint.

  We had updated him multiple times throughout the production process and he even elected to continue to wait instead of receiving his 1st row of seat covers while the 2nd was being completed in production.

  Each order is manufactured for the customer who places it according to their specifications. By this stage of production multiple phases of time, materials, efforts have been committed and the product is also guaranteed to the customer as well as warrantied completely.

  Fortunately, we were able to make contact with him on the phone and have a nice conversation. 

   

  
  

  Customer Answer

  Date: 04/25/2024

   
  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.
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 05/01/2024

  I was told that I would receive a refund and after 8 days I havent received anything. In there response they stated I was informed of the slow production. That is untrue. They would not answer repeated calls and messages. I have no seat covers and no refund! Total ripoff! Scam!!!

  Business Response

  Date: 05/09/2024

  Again, we manufacture these orders to the customers specifics.
  
  It is true that seasonal demand, incoming materials and the production schedule are all factors in the delivery time. We wish we could have served *** more quickly. Unfortunatley, the constraints of the process did not allow for that in this case. And he chose to wait instead of receiving one set sooner, and the 2nd set when it completed. He likewise did not want to recieve another color as substitute to have it delivered sooner. 
  
  When an order is canceled it has to be removed from multiple layers of material consumption and scheduling. Even at that, many times a refund is not available since our company has already committed time and attention and resources to serving the customer's request. In ***'s case he just lost his patience a couple weeks shy of receiving the product.
  
  We can respect his need for speed, but as stated on our website:
  
  - Cancellations of seat cover orders that are already being manufactured are subject to a 20% re-stocking fee.
  - If the refund is approved, then your refund will be processed, and a credit will be applied to your original method of payment, within 14-30 business days.
  
  Being that *** only made his request a few days ago it has not yet been processed. And may or may not qualify to be canceled.
  
  
  

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21618279
  
  I am rejecting this response because:
  They stated my seat covers would be sent to me in one week from this date. They stated if not they would contact me. Until I get my seat covers that I paid for on 1/22/2024, or a refund, I dont accept there response. I will believe it when I see either seat covers or a refund.
  Sincerely,
  
  ***************

• Initial Complaint

  Date:04/17/2024

  Type:Delivery 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.

  Back on 12/21/2023 we purchased a set of the grey synthetic leather seat covers from Vertex Off-road for $385.19, as of today 04/17/2024 we have yet to receive them. I have called numerous times as well as emailed and have yet to recieve a response other than about a month and a half ago when I finally got ahold of someone and they assured me that the seat covers would be here in 2-3 weeks. Well obviously that is not the case. At this point we would like our money back and have no way to get ahold of the company as they dont return any form of contact. This is a fraudulent company and I would strongly advise others not to do business with them.

  Business Response

  Date: 04/19/2024

  We have spoken to ****** numerous times throughout this process. We wish we could have served him more quickly but, due to seasonal demand during the holidays, production times got extended. We offered to ship him the other colors/materials we had available but he chose to continue to wait. Fortunately, we were able to resolve this over the phone with him and had a nice conversation. We appreciate his interest, patience and support.

• Initial Complaint

  Date:04/09/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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 seat covers on September 4, 2023 which is over 7 months ago. I have contacted Vertex several times and was given supply chain issues as the reason for the delay. The final communication said they would ship at the very latest on March 31, 2024. I emailed on March 29 asking for either shipment or refund and have had no reply.

  Business Response

  Date: 04/22/2024

  We reached out to **** again to see how he wanted to proceed. This was indeed an extreme case and we made several contacts along the way to try to keep him updated. Like ****, we also consider this unacceptable and wish that the product was produced for him much sooner. This was our fault but ***** decided to still receive the product and it has been shipped to him and it is atleast double-covered by warranty.

  Customer Answer

  Date: 04/22/2024

   
  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.
  
  Sincerely,
  
  *****************