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Business Profile

Awnings

Cap It Victoria Truck Accessories

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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  • Initial Complaint

    Date:16/01/2025

    Type:Billing Issues
    Status:
    Answered
    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.
    On August 28 I ordered a cover and side bars for my ******** pick up I called in September October and November and was told there was issues with the manufacturer. The beginning of December they called and asked if I would like to come down and have the parts I ordered installed so I did then early January I got a call from there salesman ***** my cover was in so I booked a install . When I got home I filed the two separate invoices only to find I was charged 279.59 above the original quote then when I called he claimed the cover I purchased was discontinued but never in the 5 months waiting or when I had both installs done did he mention anything even though he sat 5 ft from where I was talking with his assistant making payments and on my call today he blew me off saying he had 6 callers waiting and basically hung up . Original quote was 2,528.09 and with the two separate payments I payed 2,827.68 a difference of 299.59

    Customer Answer

    Date: 16/01/2025

    The image shows the original quote from Aug 28 showing the original quote 

    Business Response

    Date: 16/01/2025

    Mr ***** was somewhat ********** and aggravated during the phone call, and despite being offered a refund has opted to go this route. The cover he originally ordered was discontinued, and would not be available. It was my impression that this was discussed with him - this has clearly highlighted a breakdown of communication internally here that is being addressed. However, for Mr ***** to allege that we hung up on him without hearing him out or offering recourse is *****.

    Customer Answer

    Date: 17/01/2025

     I am rejecting this response because: it’s a complete *** they offered a discount as well the said I could bring it back and return it then responded he had callers waiting and did hang up . I called back and said I am not bringing it back and would deal with this my own way after waiting 5 months he then said do what I like conversation ended . Funny the order # ********** and the part order confirmation ****** and * *** ******** are identical on the final invoice as was on the original Quote from Aug 2024 only difference is 185.00 more . As for any discussion about discontinuation that’s not correct as I never spoke with the sales person until he called in January to say it was in. AaAll communication was with ******* the receptionist and she was very nice to deal with . 



    Business Response

    Date: 21/01/2025

    I'm sorry to point out that the order number confirmations are simply notes in the system for internal purposes. The part was discontinued, we cannot provide what was ordered, believed the customer had been contacted for the amendments, and offered installation when the alternative parts arrived. The fact is that 1 order of many for the same issue slipped through has been addressed. Mr ***** was indeed not offered a discount further than already applied, which already dropped the retail cost from the listed $2,314.99 down to $1,585.00 before tax. Being that there was no further discount available, he was offered a complete 100% refund upon return of the product, which was declined. Having multiple phone lines on hold, and a customer monopolizing the lone employee's time with absolutely no viable path forward is untenable. We are sorry for the miscommunication, but feel that the appropriate offerings were made to compensate.

    Customer Answer

    Date: 23/01/2025

     I am rejecting this response because: it was a total failure on there part leaving me hanging for five months never telling me it was discontinued I also contacted cap-it on line and they also confirmed there was a issue with the manufacturer but never told it was discontinued even though th purchase was still available on line but for 1450 that was $50 mir than my original quote . It appears ****** ** ********** screwed the quote and did not want to honour it so I guess I pass this experience on to who ever will listen .



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