ComplaintsforAero Precision, LLC

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had to replace my trigger because it would give me malfunction. I sent a service ticket to aero and they told me to fix it myself. Will not be back. Terrible customer service as well, never pick up the phone either.Service ticket # ******

  Business response

  07/18/2024

  Hello,
  

  I do apologize if you are unhappy with the initial interaction. Our technicians are instructed to provide simple trouble-shooting steps for resolution If applicable to matter at hand.
  

  Following your displeasure of the reply from the technician,he did confirm he was also willing to have the product returned and serviced,in the event you prefer that option.
  

  Customer Jul ******* am: Weapon fully cycles but trigger gets hung up on something. When I cycle the charging handle manually the next clean round ejects. After it continues to function. I also noticed that when this happens if I put it into safe and back into fire it goes back to functioning. I am guessing that something in the trigger is getting caught on something.
  

  Technician Jul 08 7:02 am: Hello *****, from what it sounds like, there is a **** on your hammer or the disconnector. You can take a lame file and just give each part a few passes to knock any **** down and it should be perfectly fine.
  

  Customer Jul ******* am: ****, so what youre telling me is that I the customer have to fix Aeros mistake?
  

  Technician Jul 17 1:10 pm: Hey *****, I was making a recommendation so that you wouldn't have to send your lower to us, wait for our lead time and shipping back to you. I will be more than happy to send you a return label. It's all up to you.

  It is never our goal to inconvenience our customer base, rather we try to consider the most efficient, time sensitive way to provide the best form of top tier service.
  

  We would be more than happy to work with you regarding your product, to rectify this circumstance.

  Customer response

  07/18/2024

   
  Complaint: 22001055
  
  I am rejecting this response because:

  Or.. since the issue is a trigger maybe just send me a new trigger and Ill send you the one that came with the complete lower. What Im upset about the most is that if I dont go to these lengths I still wouldve never heard back from customer service because I had been waiting for over a week for an answer. 

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

  Business response

  07/29/2024

  Hello,

  Our technicians are allotted 3 - 5 business days to provide a response to each inquiry submitted. This information is listed within our terms and conditions online, there are times where their workload may delay responses. Nonetheless the rep did reply to your comment posted on the 8th of July, on the 17th of July informing you his statement was merely a recommendation. We received a reply from you on the 18th and provided the requested resolution on the 23rd. We do apologize for any inconvenience this matter may have caused, additionally we have certainly attempted to service you while addressing your concern/need in a timely professional fashion. Tracking number with carrier FedEx 277554932397, shows the item delivered on 07/29/2024.

  -Rep Jul 17 1:10 pm
  To:Juliovaldess19
  
  Hey *****, I was making a recommendation so that you wouldn't have to send your lower to us, wait for our lead time and shipping back to you. I will be more than happy to send you a return label. It's all up to you. 
  
  -Customer Jul ******* am
  *************************
  Or.. since issue is a trigger maybe just send me a new trigger and Ill send you the one that came with the complete lower.
  Regards,

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

   

  -Rep Jul 23 10:18 am
  To:Juliovaldess19
  Your replacement trigger is coming to you on order # *******.

  Customer response

  07/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I will install parts shortly and make sure that the new parts that they sent work.
  
  Sincerely,
  
  ******************************

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been waiting on a replacement, defective ambi charging handle they sent me for well over a year. Original handle has too narrow of milled slots, and the wings hang up in these narrow slots causing them to stick.They do not respond to emails in a timely manner, with communication being months apart, and now the last communication I sent is almost at a year. I was a loyal Aero customer for multiple builds, but this really left a bad taste in my mouth after singing praises about them for so long. My last communication from Nic V ************************************** ,ticket RUK-*****, says:"Thank you for contacting us, please confirm your current mailing address and I will issue you that replacement at no cost."Best ********************* team,Aero Precision I subsequently replied to this email on April 13, 2023 with my shipping information and have not heard anything back from them, nor received any sort of a replacement whatsoever. Phone lines are disconnected for tech support and they don't answer emails. Wish I would have known this is how they handle customer support BEFORE spending thousands of dollars on their components. No choice but to leave a BBB review I guess. What a joke.

  Business response

  03/18/2024

  Good morning,
  
  We do apologize for the extended delay receiving resolution to the matter at hand. You are correct, and **** rep responded to your help-desk ticket on April 13th requesting your address for a replacement.
  

  However, if you in fact responded to the email instead of the Web interface we never received your reply unfortunately. In the attachments included, you will see your initial ticket with no response following the request for your address to be provided. Additionally, a test ticket created 05/27/2021 displaying the layout of the Auto-reply email and how to respond to gain further assistance.
  

  I searched our other email accounts, *********************************** and ************************************ neither have a record of an email sent from your email address or name.

   We would be more than happy to send you a replacement part. We would still need you to provide your shipping address.

  
  As always, we value all input from our customers. We thank you for your time.
  

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an item from Aero Precisions website that was marked as in stock and available on February 25th. There was no mention of processing or shipping delays on Aero Precisions website at the time of my purchase. I waited a week and still had not received any shipping information. I sent an email to Aero Precisions customer service. I received no response. I sent another email to Aero Precisions customer service, the next day. Still, no response. I then tried to call Aero Precisions customer service line 2 days in a row during their stated business hours. I sat on hold for 20 minutes and nobody would answer the phone. Finally, this afternoon I received an email back telling me that they do not have the product I ordered, and cannot tell me to any rough idea of when they will. I sent an email back requesting to cancel my order for a full refund. A quick search on ****** and I discovered that this has been an ongoing issue with Aero Precision and it is not an isolated incident. So, I am filing this in the hopes I can get a refund that Aero Precision doesn't attempt to drag out for months. Thanks

  Business response

  03/08/2024

  Hello,
  

  I would like to apologize for the miscommunication. To provide some clarity here, our standard processing time is 3-5 business days. You can locate this information at the bottom of our website by clicking on the Terms and Conditions, under the Delivery section. We also state due to seasonal demand and/or market fluctuation, shipping times may vary. Items will be delivered via the delivery method chosen at the time of purchase.
  

  Within the shopping cart and checkout online we also state It is always our goal to process orders as quickly as possible. Due to seasonal demand our processing times may take up to 3 weeks to ship in stock inventory. I do apologize if you were under the impression the order would ship within the shipping method time frame of 5-8 business days.
  

  You order was placed on 02/26 and canceled on 03/08. On business day 9, that is still within the allotted time frame. I understand that shipping delays can cause dismay for customers. We aim to be as transparent as we can with our customers when it comes to our product and or services.
  

  Refunds are submitted within ***** business hours from the day submitted. Our goal is always to support our customers the best we can additionally provide them with resolution to any concern expressed. Our hopes are that we have provided you with some clarity here to the matter at hand. Please let us know if you have any further questions and or concerns.

  Customer response

  03/08/2024

   
  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

  02/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 9/19/23 I ordered an Aero Precision complete upper from Optics Planet. I recently finished my build but the gun became jammed due to what appears to be a manufacturing error on behalf of Aero Precision. I submitted a support ticket online almost two weeks ago on 2/15 and followed up with that ticket a week later on 2/22 and I still haven't received a response. I've tried calling which always ends up in a message stating that no one is available and to use the chat feature on the website for a fast response, which is not true. All I want is a remedy for the malfunctioning part as it has rendered the gun that I spent over $1000 on, useless, but no one at this company will respond to me.

  Business response

  03/04/2024

  Good morning,
  

  We apologize for the delay with responding. Our technicians are unfortunately not available by phone as stated by the virtual receptionist through the phone tree. This is in attempt to cover more ground with customers either through our live online chat service or help desk ticket system.
  

  We do request 3-5 business days to respond to help desk ticket inquiries. This information is also listed within our resource menu at the bottom of the site under the Support option from there you would select Returnsfor more information on the Warranty/Returns process.
  

  The initial response from an technician was posted to your ticket on 02/29. This response is within the allotted time frame. I have read over the ticket and there does appear to be traction with proving you a resolution. As always, we value all input and insight from our customers. 

  Customer response

  03/04/2024

   
  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

  02/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order #********* Request #****** Please read the email exchange and refund my money for the clearly defective handguard set you sent me. I'm trying to keep this as simple and discrete as possible and regret to have to take this action.Your customer service is IMPOSSIBLE to reach by phone and VERY slow responding to emails.I've had no less than 14 email exchanges and have still not received a refund. Let's get this cleared up as soon a as possible as I'm sure we both have better things to do.Do the right thing and refund my money. All I asked was to return the defective parts for credit. It should have been a simple process and Aero Precision should be ashamed.

  Business response

  02/12/2024

  Hello,
  

  We apologize for any inconvenience and or hardship this matter may have caused you.
  

  I have read over the ticket. It appears one of our technicians was in close contact with you attempting to trouble-shoot the issue you were experiencing. There may have been a misunderstanding along the way with him only refunding the amount for the Taper lock kit and not the full cost for the Handguard.
  

  From your last response to the help desk ticket on 02/06/2024,my understanding is that you have ridded yourself of the defective parts to include the Handguard and are now expecting a full refund for the purchase.
  The total purchase was $129.71, a refund of $30.00 was processed on 02/06/2024. The remaining balance of $99.71 will be processed and credited back to you within ***** business hours.
  

  It is always our goal to deliver the best service to our customers and ensure to provide resolution within reason to every matter. We again apologize receiving the resolution was a bit extended with this current interaction. We hope you would allow us the opportunity to rebuild a lasting relationship with you as our customer.

  Customer response

  02/12/2024

   
  Better Business Bureau:
  

  Thank you. Just for the record and info for the future, the problem was not with the clamp. The wheel of the clamp was jambing on the detent inside the handguard. 

  
  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

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered an AR-15 upper receiver from Aero Precision on Jan 6, ****. It was shipped and received without issue, other than the upper receiver having carbon build-up, which I believed was from quality control, but now think it was a returned defective item. When I attached it to my rifle, the rifle failed to cycle. I filed a ticket with their help desk on Jan 22, ****. The original text is not available as it was not sent to me.The summary of the ticket is that the upper receiver was not cycling correctly on the lower receiver I have. I currently have 2 other upper receivers that are having no issues with this lower receiver and that I believed it was a problem with the gas system of the upper receiver I was sent and not the lower receiver or bolt carrier group, which has been used with all 3 upper receivers and only has issues with theirs. I additionally noted I performed all the steps in their troubleshooting guide for this issue.On Jan 25, **** I sent additional information based on steps my friend, who was previously an armorer with the US Army took to help me identify the issue. He evaluated the rifle and carbon where gas was exiting rather than following the correct path and believes the gas system is failing. He did not take apart the system due to it being new and not wanting to void any warranty.Their website promises responses within 3-5 business days and warranty service. I have not received a response after the 5th day. My confidence in the item and their plans to provide the promised service is non-existent. Ultimately I would like to return the item for a refund. I would require a box and shipping label to this effect. This is not normally allowed within their policy, once the upper receiver has been used, but since they have shown no intent to adhere to their own warranty, I think this is the best course of action and will prevent me from having to file again should I have additional issues in the future with their product.

  Business response

  02/01/2024

  Hello,
  
  We are extremely apologetic for missing your initial inquiry on the on 01/22 and second on 01/25. You are correct, our website does request 3-5 business days to receive a response. That timeframe would have allotted the team until 02/01 to respond to your ticket.
  

  Our warranty policy does request that you submit photos if applicable to the issue you are reporting. In this case the concern with carbine buildup would have warranted photos. Our phone system does inform that our technicians are not available by phone however, accessible through our live chat and help desk ticket system during our normal operational hours.
  

  We would love to assist you with this matter and work towards you retaining a properly functioning build, but we would need more information.
  

  As you know and have mentioned we do not provide packaging to return product. We would be more than willing to either set you up with an electronic return label or we can create a call tag for the carrier to retrieve the item from you. Once the product in discussion is back in our facility, a refund would be credited back to original payment method, or a check mailed.
  

  Please let us know how you would like to proceed with this matter.

  Customer response

  02/01/2024

   
  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.

  I would like a mailing label and the payment credited back to my card.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is completely ridiculous. I ordered this item November, November 2023 and I have yet to receive it. I have submitted eight separate ticker request over the last three months I have spoke with you guys on live chat and been guaranteed responses. However I have never heard back. I continue to get sales emails from you guys every single day and text, but nobody can respond to my Simple request.. its been three months of completely terrible support. And I have yet to receive my item.

  Business response

  01/19/2024

  We do apologize for the inconvenience this matter may have caused you. In addition, the frustration associated with not receiving your product and difficulty gaining access to our service representatives.
  

  As you know the Holidays are a busy season for all. I see two tickets created about 72 hours apart on NOV 29 and DEC 02, that regretfully do not have responses. I do see on the 6th of Dec one chat generated with a wait time of 1 minute before leaving, and another chat generated 2 minutes later where a representative was able to review the order.
  

  During that chat you did express frustration of not receiving your product from the carrier. Completely understandable, we do however have to follow a process with the carrier to further assist you with a matter as such.There have been cases where a shipment is delivered after the delivery date. On other occasions a carrier will approve or deny the claim dependent on the circumstances surrounding the shipment. From that point we would take the necessary steps to further assist you.
  

  The claim filed for your order was submitted on December 21st,we received approval January 3rd. A refund has been submitted for you;you should see that posted back to the original payment method today.
  

  We again, apologize for any dissatisfaction this may have caused. We are working tirelessly to assist each of our customer adequately. We understand each policy and or practice may not please every customer, please find solace knowing we structure the policies to protect the integrity of our brand, equally important to protect our customers.
  

  It is our hope we will be able to rebuild this relationship and continue to support one another moving forward.

  Customer response

  01/19/2024

   
  Complaint: 21168560
  
  I am rejecting this response because: There is no refund posted to my account. If it was approved January 3rd. It should be returned or at least pending through Amex.
  
  Sincerely,
  
  *******************************

  Business response

  01/23/2024

  Hello,

  The refund was processed as discussed in the initial response to the customers complaint. Attached is a transaction receipt.

  Customer response

  01/23/2024

   
  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

  12/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a limited edition ***** branded M4E1 lower on the 27th. The total amount of $93 was withdrawn from my account which I can se win my statements, but the order still says processing. I have reached out to customer service several times this week via phone and email with absolutely no answer. But when I reach out regarding my military discounts? They respond promptly. I am extremely unhappy and dissatisfied

  Business response

  12/18/2023

  Hello,

   

  We do apologize for the extended delay. The Holiday season does become a bit more hectic within the industry for manufacturers and retailers. Although, your frustration and concern is valid, I can assure you we're working tirelessly to have orders processed as quickly as possible. Unfortunately, we missed the opportunity to connect with you about your order, and provide insight for any questions at that time. I was able to review your order and it does appear to have shipped. You have a scheduled delivery or 12/18/2023.

  As always, we value the voice of our customers and vow to provide the best service possible.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  False advertising by the company code was useless, and I take them 10 days to answer my email. And when they did they made me sound like an idiot, I got screnshots of the whole conversation. The first person agreed it was their fault, but the someone else took over the conversation. And was being rude and not helpful that gift was a bcg which runs at 200 she offer a 15% coupon, which is a joke I want the company to stand by what the said and send me that gift

• Initial Complaint

  06/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On June 5th 2023, I placed an order with Aero Precision to receive a complete M5 **** Upper. Order number is *********. I never got this order on the expected delivery date. I checked the *** tracking number, and the tracking states that the "package was unable to be delivered, and being disposed of due to local guidelines." I immediately called Aero and they told me they would file a *** claim. They never did, come to find out, when I called about an update, 3 weeks later.The person on the phone told me they called *** so that they could "get the package back" even though *** said they disposed of it...and in turn, I need to wait for a refund. I do not understand why I am being punished for this. It's been over a month now, and the rude Aero Precision customer service agent named ****** or something was saying "it's only been 5 days, your package was supposed to be delivered 5 days ago on June 25th". This update for unable to be delivered was on June 7th. She didn't even know what she was reading. And quite frankly was rude to a customer over the phone with her dismissive attitude. I am out $1,000 dollars with no product in my hands, and **** does absolutely nothing about it.I will be filing a dispute with my bank if this issue isn't promptly resolved.In summary, I never got an order because *** lost it, and **** will not refund me. I will never, EVER, be doing business with them again, and I will also notify everyone who considers an Aero purchase, to stay the heck away from this company who does not uphold their promises of making sure customers are taken care of. Their customer service is incompetent and treats customers like garbage for no apparent reason too. If this was solved promptly, it wouldn't have been an issue. Instead, here I am, a month later, out $1,000 dollars with nothing to show for it, and a company that will not resolve the problem. Great work, Aero! You made yourself look terrible for no distinguishable reason.

  Business response

  07/05/2023

  Hello,

  We apologize for the issues with your order. It sounds like there was some miscommunication on this issue, which can get complex when we are dealing with a shipping carrier and filing for a lost shipment. Regardless, we could have handled the conversation better and provided a faster resolution. Your refund has been processed and we have reached out to you directly via email so you have a contact for any further issues. Please let us know if there's anything else we can do to assist at this time.

  Thank you.

  Customer response

  07/05/2023

   
  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.
  
  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. ↩