Complaints

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• Initial Complaint

  Date:04/13/2023

  Type:Customer Service 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 was made without the necessary change asked for. We were unaware until we received the product after it was shipped. CBR was negligent in making the product correctly and timely. We have no issue with paying a reasonable amount for the product they sent. We are seeking $ 450 to have the Radiator rewelded & repolished after the correction is made. I will not send it back to CBR as I no longer have any faith or trust in their company. Thank You

  Business Response

  Date: 04/18/2023

  ***** ********* ordered a custom radiator in 2022 and wanted it polished.  CBR does not offer a polishing service.  So the owner of CBR, offered to take the radiator to a polishing company to have it polished.  ***** agreed.  When the radiator was completed, we tried many times to drop off the radiator off to the polisher.  The polisher's was closed for a while, due to a fire in his business.  So CBR was unable to have the radiator polished.  We let ***** know that the radiator was complete and the polisher was not back up and running, due to the fire.  ***** was not happy about this and the owner explained that this is a 3rd party company and has nothing to do with CBR.  ***** wanted the owner to find another polisher local to CBR.  The owner explained that there was no other polisher local to CBR and we can ship the radiator unpolished.  ***** didn't want that and agreed to wait till the polisher was up and running.  The owner of CBR went out of his way to have this radiator polished for the customer.  Spent numerous times driving to the polisher to see if he was back up and running.  Finally, in 10/2022 the radiator was polished and shipped out on 10/25/2022. Now ***** was not happy about the credit card fee(normal fee that is charged to all customers when using a credit card), he wanted the fee reversed.  I told him it's a normal fee that we charge.  I explained to him in email, that he can pay by check(and that would take off the fee) and I would refund the total on the credit card.  He refused and said he didn't like being held hostage and was going to let his credit company handle the issue. I proceeded next to let him know, that I can reroute the radiator back to CBR and give him a full refund.   I never heard back and he received the radiator.  On Nov 3 2022, he had the charges reversed on his credit card,  for the reason of incorrect amount.  I proceeded to present my side of the story and the credit card company agreed with CBR and returned the money in Feb 2023.  ***** next gave CBR a call and complained the radiator is not right and wants many back.  I explained to Denny, CBR knows nothing about the radiator not being correct and this is the first we've heard of it.  I asked him to send pictures of the radiator and will compare to the notes we have on file.  If the radiator was built incorrectly, we would fix the radiator free of charge for him.  He finally sent pictures on March 12 2023.  We compare the radiator to the notes on file and the radiator was built correctly.  We let ***** know and suggested to still help him out on several emails.  We gave him 2 options to change radiator, free of labor by CBR.  He would just have to ship radiator back to CBR.   He didn't want to have the radiator sent back and changed by the manufacturer.  He wanted CBR to give him money back to have it changed.  CBR proceeded to let him know the radiator was built correctly and at not fault of CBR.  We are willing to help him with the change but can not give him money, because he requested it.  He said, he was going to take CBR to court if we don't give him money.  Next he decided to right a nasty review online and said I was very rude and the owner knows nothing about customer service and no one should do business with CBR.  The owner and I have never been rude with Denny.  The owner went out of his way to have the radiator polished.  Took time out of his day to drive to the polishers(this is not part of CBR's business) on several occasions.  I think this is very good customer service.

  Customer Answer

  Date: 04/19/2023

   I am rejecting this response because:The response was obviously written by the owners wife. They neglect to say that it was ordered in the beginning of the summer & they never ever met any delivery dates for the radiator being done in a timely manner. It was one excuse after another.  Now they choose to blame the polisher whom they had do 2 previous radiators for me. They also neglect to acknowledge we requested one minor change that wasn’t done at all. Why else would they want it sent back to fix. Unfortunately they are right I would not send it back because I have no faith or trust in CBR and I would never recommend them to anyone again. They lied to me all summer. When we finally got the product & only then could we see it wasn’t done as requested. Keep in mind they made the exact radiator for me before. The previous one looking back now only lasted 3 years in a show car driven less than 10 K miles. Also I did not ask for all the money back. With the banks help we asked for a small portion back so the guys in ******** ********** could fix it correctly & re-polish it. The once again rude wife wouldn’t even respond to us unless it was her way which was to send it back. I’d be happy to send it back for a full refund to enable us to buy from a more reputable company. Or we told them to send us the $400 it would take to fix it. Believe me they would still be making plenty because they charge twice as much as anyone else at $ 1400. 
  
  
  
  

  Business Response

  Date: 04/19/2023

  The radiator was ordered July of 2022.  Materials and lead times are harder than they have ever been since COVID.  The price quoted is a fair price for custom radiator and he agreed to price on radiator. As for the polisher, that is out of CBR's hands.  Its a 3rd party company that has nothing to do with CBR.  The radiator was finished but waiting on the polisher to be back up and running.  ***** didn't want the radiator shipped unless it was polished.  So the radiator sat here till the polisher was back up and running.  

  When the radiator was shipped, ***** disagreed with the credit card fee.  I offered a solution for him to pay by check(that would get rid of the fee) and I would refund his credit card.  He said no.  I then offered another solution to have the radiator rerouted back to CBR and give him a full refund.  He never responded.

  Once he received radiator, he did a credit card reversal for $1420.44(invoice amount $1463.07) stating to credit card company Incorrect Amount.  ***** never once called or emailed to let CBR know about radiator.  He had 3 months to let CBR know.  Once the credit card company sided with CBR and gave the money back to CBR, he then proceeded to call CBR and say radiator was wrong.  Once again, I let him know to send pictures and if CBR made a mistake, we would fix it.

  After CBR compared the pictures to the notes on file, the radiator was built correctly.  We still offered a solution to help him out and make the customer happy.  Gave 2 options to make the change.  He would need to send radiator back and we could make the change for him.  He was not satisfied with that.

  CBR has offered several solutions to the customer but he is not willing to accept any solution but to give him money back.  

  1.Disagreed about the polisher- we offered to ship radiator unpolished.

  2.Disagreed about the CC fee-we offered to have him pay by check and refund card.

  3.Disagreed about the CC fee-we offered to have the radiator rerouted back to CBR and give him a full refund.

  4.After 3 months of having the radiator and not saying nothing, he proceeded to say it was wrong-we offered to look at radiator and compare notes

  5.Let ***** know radiator was built correct-we still offered to help make the change on radiator.

   

   

   

  Customer Answer

  Date: 04/19/2023

   I am rejecting this response because: CBR continues to lie & blame everyone else & Covid which had long past by. There was never a price quoted at all. I trusted ***** because he had done 2 other Radiators for me in the past. I asked them for the final price several times only to be told it wasn’t totaled yet. According to ***** it wasn’t even totaled up at the time of shipping.  I asked for a finished product with a minor change and they know it wasn’t done correctly. I told them about the product not being correct right after it was received and I have the emails to prove it. It was not 3 months as stated by ******* wife. I sent them the photos they requested and got no response. Also I was never ever offered a full refund or I would have gladly accepted it. As I previously said I asked them to come up with a reasonable dollar amount so we could make the correction to the filler & re-polish the radiator in ******** **********. They didn’t even answer after multiple emails trying to resolve this. As for the polisher as far as I know they are a subcontractor for CBR. If they were unable to perform CBR should have found someone else to complete the job. I was extremely patient with CBR thru this entire process only because ***** had done radiators for me in the past. It seems that almost all the problems began when his wife got involved. She continues to lie and try to put her spin on things she was never informed about. Unfortunately the fact of the matter is that they failed to make the product as requested and we’re nowhere near timely in delivering a finished product. Thank You