ComplaintsforRed Head Steering Gears

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I filed a warranty claim for a gearbox of theirs that failed after only 3 or so months and roughly 1000 miles. ********** on 11/27/23). On initial purchase, the core I sent back recieved the full $150 core refund deeming the unit I sent as undamaged. The minute the company saw a evidence submitted video of their product leaking, the instantly said that the steering shaft I used may have damage their product and I may not receive my full $150 core return credit back. I paid $150 to have the warrantied unit shipped to me so that i could swap out their faulty unit with the intent to ship back their faulty unit for my $150 back. I shipped the unit out with absolutely zero damage, I inspected it myself prior to shipping it out. Once they received it, the only gave me a credit of $100 of my $150 and claimed me utilizing a ********** Machine steering shaft caused irreversible damage to their unit. The only evidence they provided was a low resolution video of a gearbox with vice grips attached to the area that was leaking and claiming the shaft caused it. I couldn't see any damage. I had sent back my previous gearbox during the original purchase which was in the same truck with the same steering shaft and installed the same way, and at that time I was given a full core return of $150 effectively discrediting their claim that my Setup damages gearboxes.I also cross referenced with ********** Machine and they expressed that their ************** cannot cause the damage Redhead is claiming happened. They used dishonest and unethical practices to target an item in a video I sent in order to withhold part of my refund. I am only requesting the remaining $50 of my core refund that they withheld.

  

  Business response

  04/16/2024

  *****, we apologize for your experience and I'm glad we were able to remedy the full core refund for you. As a side note, our quality has not deteriorated as mentioned in your initial review. While we are human and do make mistakes, our products are still hand built here in the good ol' *** which helps us have the lowest warranty return rate year to date in company history. We are family owned and operated by the same family since our inception in 1980. I would also point out that we are likely the only company you have dealt with in 2024 who was willing to hear you out, acknowledge our mistake and correct it for you appropriately and we do hope that means something to you. I experience frustration like this with businesses more now than ever and rarely receive any help from someone who is willing to put themselves in my shoes and take care of the concern fairly and equitably. This type of effort we continue to make for our customers is what has helped us to be on a record sales pace so far this year. I understand you feel the damage is already done, but if there is anything more we can do to try to help improve upon that 2 star rating you gave us, we'd love to hear from you!

  Customer response

  04/16/2024

   
  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,
  
  ***********************

*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. ↩