Complaints

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• Initial Complaint

  Date:05/12/2023

  Type:Service or Repair 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.

  I applied Gold Eagles 303 aero space protectant to the convertible top of my vehicle per the instructions on the container. Within two days bubbles started to appear. The entire top is now destroyed. I contacted Gold Eagle and after several emails with photos they continually assured me they would resolve the issue. In the end they told me this has never happened before and is not covered by the warranty. They didnt even offer to refund me for the bottle. What is the purpose of a warranty if not to cover the unforeseen? Now I have thousands of dollars in damage to my car.

  Business Response

  Date: 05/17/2023

  Dear *************************,
  
  Thank you for following up on your experience. Indeed, we understand your frustration. As explained on our last communication and the final letter of the claim, the described result is not consistent with the products extensive testing we have conducted and could not duplicate in the lab. Furthermore, this particular result is not consistent with the feedback we received from professionals and consumers over the last decade. This result is, however, consistent with a convertible tops failure, or delamination, according to experts in the field we have consulted with.
  
  At Gold Eagle, we pride ourselves in providing our best for the customer. Therefore, all our products feature a Full Satisfaction Guarantee. This means we offer a full refund upon demand of the product should it fall short of any expectations. We are more than happy to process the refund of the products purchase price immediately.
  
  Again, we certainly see how upsetting this may be and apologize for the inconvenience. We also appreciate your further feedback and welcome any questions you may have.
  
  Best regards,
  Gold Eagle Co. 
  4400 ********** ******* **. 60632
  www.goldeagle.com | LinkedIn| Facebook
   
  ISO 9001:2015 CERTIFIED
  

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20052043
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 05/18/2023

  The manufacturer (Gold Eagle) claims this is common delamination. Show me a - one whole percentage point of the tens of thousands actual 2018 or newer Mustang Convertible tops that present with similar effects. (Common delamination) 
  
  If delamination is so common then there should be a warning on the bottle stating that tops delaminate after a specified time. Use only on brand new material. Or if delamination occurs its not our fault because its common.
  
  In my case this seem to be extremely coincidental that after only 48 hours from the application of 303 the bubbles showed up simultaneously. 
  
  As seen in photos attached, the first shows a perfect top freshly misted with 303. The next photos show what happened after.
  I am extremely disappointed and upset. I know without a single shred of doubt the bubbles are a result of applying 303. Not only because of the bubbles but the texture of the top is hard a crunchy. 
  I know that this is an expensive fix and you (Gold Eagle) would rather not support a loyal customer of 30 YEARS due to how costly a new top is. But there has to be something you can do to help. I dont care if you pay one *****. But if you know someone that can send me a top without cost Id even attempt it myself. 
  
  I just want the this resolved.

  Business Response

  Date: 05/28/2023

  Dear *************************,
  
  Thank you once gain for following up on this matter. We certainly appreciate your long-standing support and again, we understand your frustration. We would like to emphasize that we take all consumers complaints seriously and look for the best possible outcome.
  
  We would also like to clarify that this issue youve encountered, also known as delamination, is consistent with, or known to occur with convertible tops. Delamination can happen regardless of the product being applied or used. Again, based on our extensive testing, feedback, and research, we stand firmly by our belief that the timing of this issue was coincidental. As claimed, ******************************************************************************* extending water repellency without affecting the fabrics color, feel, flammability or breathability when applied as directed.
  
  Furthermore, it is our policy and priority to ensure our customers satisfaction is met when it comes to our products. Therefore, we are providing a full refund for the purchase price of the product which will be processed and mailed immediately. 
  
  We hope this is acceptable. Again, we are committed to providing the best possible outcome and regret if our effort has not met your expectations.
  
  Respectfully,
  
  Gold Eagle Co. 
  ****************************************************
  www.goldeagle.com | LinkedIn| Facebook 
  ISO 9001:2015 CERTIFIED
  
  

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20052043
  
  I am rejecting this response because:

  Show me 2018 or newer Mustang convertible tops that present with this type of normaldelamination!! (hundreds of bubbles)

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