ComplaintsforAero Precision, LLC

• Initial Complaint

  06/05/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On May 26, 2023 I was attempting to install a reputable (BBB A- rated) company's suppressor adapter per the instructions provided with the device. The item became seized to the barrel when unscrewing by hand. After doing some research, I was able to find a number of complaints online of others experiencing similar situations, and one user stated that both items were replaced at no cost. On May 26 I contacted the manufacturer of the muzzle device for warranty evaluation and was sent an RMA number the same day. I also submitted a help ticket to Aero Precision. After 1 week without any response or update I began to attempt other methods to contact Aero Precisions customer service or technical support staff.Today is June 5, at this point I have submitted a help ticket, called the customer support number 4 times, and attempted to use the online chat function for assistance 4 times. Aero Precisions technical support phone extension offers no queue, if you are unable to immediately connect, you are instructed to simply call back later. I attempted to leave a message with the receptionist in order to be contacted by phone by a tech support staff, but was informed that was not possible. When using the online chat function I was either disconnected or simply informed confidently by the support agent that the muzzle device was out of spec and wouldn't be covered. How could this be possible without having the barrel/muzzle device in hand for evaluation? Aero Precision doesn't have bad customer service, they have unreachable customer service. I strongly advise any potential customers to look elsewhere and to read reviews regarding customer support prior to spending their money My ideal solution to this would have been the same as the very reputable (BBB A- rated) manufacturer, being to let me send the barrel in for evaluation at my own expense and, if appropriate, offer warranty repair or replacement if the supposed "lifetime limited warranty" applies.

• Initial Complaint

  04/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased an Aero M4e1 stripped freedom lower on March 16th 2023. I received an email on March 24th stating that my order was ready to ship and I would receive an followup email with tracking information. Two weeks later and I never received the tracking info. I called Aero, waited on hold for over an hour and I was told that a label was created but for some reason hadn't shipped. They said they would contact me via email or phone in a few days. That never happened. I called back on March 30th and was told that my order was closed but for some reason only a shipping label was created but it never shipped. I was told a manager would call back that day. This never happened. I called back again on Tuesday April 4th and was told the same thing again but this time the rep was able to speak with his manager about the issue and I was assured it would be resolved and I would receive an email or phone call from his manager with details on shipping. Also at this time since the order is closed they cant refund my money and have to get this whole shipping thing straightened out. Waited a day and called back requesting to speak to a manager and was told they would call me back. Nope never called so I called again today and was told that it was in process and they had to locate the item so it could be shipped. May take a few days. I said unacceptable, yall keep giving me the run around. Either refund my money or give me tracking info today. Asked to speak with a manager and she said hold please only to come back and say my manager said we will refund your payment. I asked how long and she said maybe 48 hours. Then she ended the call. I never once got to speak to a manager. This is a **** poor operation they are running g over there. Now I have to wait and see if I get my refund. If not I have to call and battle that issue. Lost in their own warehouse and they had over 900 in stock!! Never doing business with Aero again! I uploaded an email with order #.

• Initial Complaint

  08/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent a complete 6.5 Grendel upper receiver back to Aero Precision after being given permission for a return and given an RMA code from their support team due to cosmetic and manufacturing flaws. The item arrived back to them on July 15, 2022. However, by August 2, 2022, I still had not received a credit for the cost of the item. I filed a dispute with my credit card company and am awaiting a final decision, today is August 9, 2022. The original charge was on May 30, 2022. So for their own mistakes they tried to steal from me.

  Business response

  08/11/2022

  A refund has been processed for the customer as requested.

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered 3 parts directly from Aero Precision. One was incorrect. The folks at the orders department fixed the issue immediately by sending the correct part. Then I started to assemble and I realized I received a damaged or poorly machined bolt carrier group. Paid top dollar for the nickel boron. Not complaining about the price. But I knew right away something was wrong when I picked it up out of the plastic. Rough machining and small dents where you really don't want them. I sent the same folks this information. The woman who helped is away. Their automated response then gave me an incorrect email. I found the misspelled part in the email and sent again. ***** got right back to me and told me I had to contact the warranty department and I would also have to resend all the info because he is unable to help that way. Dinner time on 7/25 I created the ticket with the warranty department, received an automated response, and again, uploaded all the photos of the bolt carrier group. Over 24 hours of dead air. Not even a quick email from a human to say "we are on it." Couple all that with the bad phone number. (It's listed right on this page and on their site. Try and call it.) I am a bit frustrated. I'm hoping they are going to make this right and soon. When you receive a bad product out of the box there shouldn't be a hassle. The people in orders don't have the ability to help? Why should I even be sent to the warranty department? Furthermore they can't create the ticket for me? Or even email or call the warranty area to expedite since it's a brand new part? Honestly the feeling that this conveys to me as a customer is "that *****, make a ticket and they'll get back to you. And don't bother trying to call."

  Business response

  08/08/2022

  We apologize for any issues with communication here. The customer's issue has been resolved. A return label was sent for the defective part and a new part was overnighted to the customer. This issue should be resolved. If not, we are more than happy to work with the customer directly and they should have a direct contact at this point to assist with anything further. Thank you.

  Customer response

  08/09/2022

   
  Better Business Bureau:

  Once communication was established my issue was resolved immediately. They fixed the issue sooner than they probably received this complaint. They shipped a new product and a return label for the defective product. I am 100% satisfied with the solution and will be conducting more business with them. I will also be recommending them to friends and family.

   

  In Short:
  
  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

  07/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I posted a review a few weeks ago about the terrible experience I had with Aero Precision. Long story short, I spent around $4000 on merchandise, and it took 19 days (approximately) for the order to arrive. I was not complaining about shipping time, but processing time and ZERO communication from Aero Precision. If they communicated, I would not be typing this. I asked my sales rep to move the shipping to 2nd or overnight air to make up for the slow processing time. If they did this, everything would have been fine. I received zero response to my emails or calls on this matter.It seems they only care about selling merchandise. I had no problems placing this order. My calls and emails were answered as I was putting this order together. Since I received no shipping update for over a week, (no tracking or anything), I did a chargeback.I did a chargeback because no phone calls or emails were answered and I needed my money back.The order contained two packages. Once Aero was notified of the chargeback, they stopped one package in transit, and had ************ the other package from me- rightfully so. I was glad that this situation was over, until Aero reversed the chargeback.I notified my sales rep of this and the ** of sales, and did not receive any solution or follow up. Now I have a ~$4,000 charge on my account for merchandise I never even had. Again, no response or resolution. That's why I writing on here. I need my money back immediately. I really hate having to write complaints or reviews because I own a business myself. On a side note to Aero, as I was waiting for my dealer account to be approved, I ordered merchandise under a personal account: ************************** Look up the order history on that account and my current account. I will never buy or patronize this company again. It's a real shame. My Business is growing, I now operate on two sales channels, and I am in the process of getting an FFL. Just give me my money back.

  Business response

  07/25/2022

  Hi *******.

  We responded to this chargeback the same way we do with all chargebacks. We do not just accept chargebacks as that has a negative impact on our business. The chargeback was in your favor, and then the bank updated it at some point unbeknownst to us. We have processed a refund today back to your account. It may take a business day or two to clear.

  It's very unfortunate how this all unfolded and we apologize for your poor experience. We were in the middle of a major warehouse move and also opening up a new sales office and your order and communication got caught in the middle of the chaos. This is not how we normally do business and not the experience you should expect from us. The chargeback on top of that made things even more complicated. If you were unhappy, we would have gladly just provided a refund.

  We understand that you are not interested in doing business with us moving forward, but if you change your mind, we would love the chance to earn your business again.

  Best Regards,

  *****
  VP of Marketing
  ************

  Customer response

  07/30/2022

   
  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.

  I did receive a full refund for the chargeback. VP of finance- I wanted the order to be cancelled and refunded originally, but never received any response to my rep. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered an Aero Precision assembled upper receiver from a third party. The item was not advertised as a blem. When it arrived, the manufacturers box was inside another box, both with no damage. I opened the item and noticed immediately that it was scratched and chipped. I reached out to the third party seller and explained what happened. It was obvious that they were not to blame and they advised me to reach out to Aero Precision. I put in a help ticket to Aero Precision and the only solution they gave me was 10% off of a blem replacement. I explained to them that I did not intend to buy a blem item and it was not advertised as such. I requested to return the item and get a replacement to which they immediately stopped replying to me. I can not get anyone to answer my help ticket or answer the phone. Being a returning and loyal customer, I do not believe this is how you should treat those supporting your business. Another unrelated issue I have found with them is that when buying directly from their site, the shipping times are extremely delayed. Most manufacturers will ship next day, if not same day, but AP keeps the status of the order as "processing for at least a week." I am hoping they are able to resolve the issue with the "New Assembled Upper Receiver" and provide a replacement at no cost to me.

  Business response

  07/06/2022

  We do apologize for any inconvenience this may have caused you. It appears there is a bit of misunderstanding. The dust cover photod in your ticket goes through a Parkerizing process and is then shipped in Bulk to our facility. This causes the scratches you see on the item fortunately; it does not impair the functionality of item. We have ensured to capture this in pictures online of the item, so the product is properly cosmetically represented. The savings offered was in attempt to compensate you for the inconvenience this matter has caused. The replacement offered would have been a Non-BLEM part. However, in this case would have been received similar to the one you have. We see two tickets created by you, both responded to within our ****-hour window. We are aware one of our team members has reached out to you recently to review this with you as well as go over options for further resolution. Please feel free to contact us with any further questions or concerns. Thank you.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 23rd 2022 I purchased a barrel from Aero Precision, order number **********, part number APRH100438. I recently purchased the gas block required for assembly. I looked at the barrel and realized it did not have the required gas block hole at any point on the length of the barrel. I had previously sent pictures of the barrel when discussing another issue via email. I also offered to send pictures again, if support would tell me the specific area to take a picture of. Once it became clear that I had a defective product, and should have received either a refund or replacement, support instead went completely silent. I never received another email.

  Business response

  06/01/2022

  There was confusion from the customer with what product they purchased. The product they purchased was not defective and the customer did receive the product they purchased, there was just a misunderstanding with how that product functioned.

  We are working with the customer to make sure there is no further issues and that the customer is assisted properly. At this time after reviewing the help ticket, it's seems the concern is being resolved.

  Customer response

  06/01/2022

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

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered an upper receiver for an AR-15 on 2/20/2022. The item shipped the same day which was very unusual. Usually the lead time for orders is upwards of 3 days. I followed the shipment closely and saw that the tracking said it was delivered Saturday, 2/26/2022. Now, I don;'t usually get ***** deliveries on Saturdays. I was at home all day and did not receive a package from *****. No big deal, I figured the system goofed and it was "delivered" early. I waited a few more days and never got anything so I created a ticket with Aero Precision. Ticket HLV-*****. The representative told me they would handle the claim with ***** and let me know what they found out. This was on 3/4/2022. I got a call today, 3/8/2022 from Aero Precision telling me they needed a police report for the theft of the upper. I never reported it STOLEN because I don't know if it was lost or stolen. I only reported it hasn't arrived. I am not comfortable filing a police report claiming an item was stolen when I have no proof of that.

  Business response

  03/21/2022

  A complete refund was processed for the customer on 3/15. We will continue forward with the claim with the shipping company, but the issue should be resolved from the customer's perspective.

*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. ↩