ComplaintsforExpedition One, LLC

• Initial Complaint

  07/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of purchase 18 MARCH 2024 Date Delivered: 31 MAY 2024 Total Paid: $6278.56 Expedition One has failed to ship the required hardware included with a bumper purchase.2 rear bumpers were ordered, one for a FJ cruiser and one for a 2023 ****** 4runner.I have reached out via email and phone to the company several times. Spoke on the phone with ****. Informed them of the missing hardware. They take the tone that it is somehow our fault for not receiving the missing hardware. They claim to check their video of order packing to verify what is missing. After multiple attempts to correct the issue with the company we still do not have a sufficient resolution to receive the missing items we purchased. After multiple attempts and lost scheduling opportunities to install the bumpers, we reach a stop because of the missing hardware. We cannot install the bumpers because of the missing parts.Expedition one has made a couple of attempts to send out missing parts. However, we still do not have all we need to perform the installation. Recently they sent out the dog ear pieces for the ****** 4runner bumper that were missing with the original delivery but did not include the hardware. We also discovered we do not have the drop pins and drop in plates.In order to resolve the continuation of missing parts we request ALL hardware for both bumpers and accessories.be sent immediately as we have scheduled time of this week to try and perform the install.

  Business response

  07/12/2024

  In regards to the complaint made by *******************************:

  
  We have been and continue to actively communicate with ******* regarding the parts he needs in order to complete his installations. ******* ordered two different vehicle bumpers and received two sets of hardware for the different installations. He has provided us photos of the parts he received in two different messages to date, which has helped us to provide additional guidance to ******* in part identification. He has received many of the parts required for his installation and we are working with him to help provide clarification and understanding regarding parts that have been documented as received that he previously thought were missing. We have also identified some small parts that were not in the original shipment and an error in one part entered incorrectly in the system and those parts have already been shipped out with documented tracking or are in the process of being prepared for shipment now. Part of the difficulty in assisting ******* has been conflicting information provided to us about what is actually needed such as : " As I stated in my complaint we requested ALL hardware for our bumpers and accessories be sent... " followed by the message,  "We are going to lay out everything this afternoon so we can give you the detailed list.  It should only be a few critical pieces. ", causing confusion as to what parts are actually needed.  It may seem easy to just resend all hardware however due to the size and complexity of his order, resending all the hardware and components would total several hundreds of dollars in parts and he has received the majority of ordered parts already so it has been important that we correctly identify with him all the parts he has already documented receiving. Because there is an extensive amount of hardware required to complete these complex installations it can be confusing, particularly for less experienced installers;  our aim and intention in all our communications has been to provide accurate part identification and information to *******. He recently informed us that he will be seeking professional installation services which we do recommend. 

  
  We recently provided ******* with detailed notation on the photos he has provided us to help him correctly identify parts he has received that he previously thought were missing. We have multiple email correspondence with Enresto demonstrating our timely responses to his questions and concerns and demonstrating respectful and agreeable communications and we are happy to share all communications if the BBB finds it useful in complaint resolution and/or for documentation purposes.

  
  Even though we have documentation demonstrating that some of the items he is missing were sent out with his original shipment, we have sent and are in the process of sending, additional replacement parts to ******* for no additional charge.  We have also compensated ******* with additional accessories and mounting for his systems at no additional costs. We are committed to providing ******* any additional parts not already sent and continuing to actively communicate with him.
  

  
  

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