Complaints

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• Initial Complaint

  Date:10/09/2024

  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.

  product paid for in full at time of order (apr 27, 24) w/ delivery time of 5-6wks. We have not received the product, nor a delivery date We have communicated multiple times with store re same. Store has said they cannot provide refund as they have already paid Leer Caps for the product.We are seeking delivery of the product, or a full refund. copy of the email sent to the store today (Sept 6, 2024):Hello,I am writing to request an update re order ******.On April 27, 2024, we paid for this order, providing payment of ******* $ and were advised that the order would be available in approx 5-6 weeks .We have been checking in multiple times since then and have yet to receive the product.We have been told that there is no confirmed date of delivery. As was discussed with this store location multiple times, my husband (and the vehicle for which this product was purchased) has now had to leave the province for work (as of mid-August) and will be in ******** , ******* until Mid-nov. It has been discussed with this store in early Aug, that it may be possible to have the product delivered to, and installed by, a store in ********, but we have yet to receive any information about that. It has now been over 4 months since this product was paid for, and well past the delivery time frame of 5-6 weeks that was communicated at time of purchase.Please be advised that we expect delivery and installation in the ********, ******* area by no later than November 15, 2024, or delivery and installation at the store of purchase, (Langley, **), but no later than Dec 1, 2024, with immediate communication regarding the estimated time of delivery and location of delivery and installation. By this time, it will have been over 7 months since the product was paid for in full.This matter is also being reported to the Better Business Bureau, due to the concerns for lack of delivery of a paid product and customer service. Thank you, ***************************** and *********************

  Business Response

  Date: 10/09/2024

  Thanks for the email and we still have not received the canopy from Leer.
  
  My apologies for the delay and I am going to aim to have the canopy ready for installation when **** returns back locally. 
  
  The logistics of getting the canopy to ******* has been more of a challenge then I anticipated.  
  
  Canopies are  built at a different plant for ************** and the US.  Thus trucks do not travel back East from the plant where the canopy is currently located in ******* 
  
  I could not find any company that would take the canopy to ******* without it being fully crated.
  
  I appreciate your patience while we navigate this tough situation. 
  
  I will provide you with an update as I receive any information.  I hope this provides you with the update you were looking for.  
  
  If you have any questions, please let me know.
  
  Thanks
  

  Customer Answer

  Date: 13/09/2024

   
  Complaint: 22253228
  
  I am rejecting this response because: this is a repeat of the same responses we have been getting from the business, specifically, a lack of commitment for delivery of the product, or commitment to a refund. 

  Their reply does not advance us toward a solution. 

  It is not acceptable, nor reasonable, that there are no options for transport of the product, which we are told has already been made, between the production plant and the customer, all within *************, nor is there a way of estimating the date of delivery.

  Also, it is not acceptable that Cap-it declines to provide refund, or commit to providing a refund, when we paid for the product close to 5 months ago, with the expectation of delivery within 5-6weeks from date of purchase (as verbalized by Cap-it sales agent at the time of purchase).

  We are asking for a commitment to a time frame for delivery + installation, or a commitment to providing a full refund received by no later than 23:59 Dec 16, 2024 PST.

  This date will be almost 8 months after we paid for product in full, and 3 months from now.

  If Cap-it cannot deliver the product by this time, it provides ample time for Cap-it to plan financially to administer the refund. 

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

  Business Response

  Date: 13/09/2024

  Thanks for a response. 

  I cannot provide you with any more information as I don't have any further information from Leer.

  You are requesting something I cannot provide.   

  We will provide you with an update once we get more.

   

   

  Customer Answer

  Date: 14/09/2024

   
  Complaint: 22253228
  
  I am rejecting this response because:

  Your response doesnt address my request  

  If the product we paid for many months ago is not in place on our vehicle by the expressed date in December, we will expect a FULL refund  If you choose to provide a refund at a sooner date we will be happy to accept and seek a similar product from a different business  

  If you are unable to produce the product, please provide a refund and we will find a business who can  

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