Complaints

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• Initial Complaint

  Date:09/03/2024

  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 purchased a headliner for my 1987 Chevy Silverado. The first one that was sent to me started to fall down (the material from the plastic) within 6 mo. They sent me a second one which I installed and it is falling down too within a year. The factory original headliner lasted for 35 years and these cannot make it for 1 year. I asked for a refund since it’s obvious they do not make a quality product and they said they wouldn’t refund my money.

  Business Response

  Date: 09/03/2024

  Customer placed an order for a new headliner on July 28, 2022.  The following year, September, 2023, he contacted us to say the headliner was sagging.  We submitted a warranty replacement request with the factory (Acme Auto Headlining) and they built and shipped him a brand new headliner.  This year, in August 2024, he contacted us again to say the headliner is sagging and wants us to refund his money.  As explained to the customer, we were surprised to hear he was having issues again as it's uncommon for these types of headliners to fail so quickly.  Each covered board is made to order and not stocked in the warehouse.  With that in mind, the different production dates (2022 & 2023), and lack of complaints from other customers, its not a reasonable conclusion that the material issues are a manufacturing defect.  There's something else going on in his vehicle for 2 headliners to droop or sag in a short span of time. Perhaps he has a leak that hes unaware of.  Consequently, we are not able to replace again or issue a refund for an order placed in 2022.

  Customer Answer

  Date: 09/10/2024

  
  ********** ********
  
  I am rejecting this response because:
  I have a restored 87 Silverado, and I expect the headliner to look as good as the rest of the vehicle. I did not bend the headliner on install (I'm a farm kid from ND) and I firmly believe these are sagging due to a poor product. At this point I want a refund for the headliner plus my install time since I have to do this a third time. $335 will cover my labor. All I was asking for at the start of this was for the business to stand behind their product, they have chosen not to do that and should have to reimburse me for this. Clearly the adhesive that is used is a very poor-quality adhesive. This has been a joke, and no consumer should have to put up with this.
  
  Sincerely,
  
  ***********************

  Edit: Tried adding more photos but I couldn't "proceed" after uploading them in a compressed format

  Business Response

  Date: 09/11/2024

  As a retailer, Automotive Interiors provides a 30 day return period.  The manufacturer, ************************ provides a 1 year warranty on foam back headliner attached to a board, which is what the customer purchased in 2022.  Though theyve already replaced the covered board in 2023 and two failures would be considered extremely rare, they are willing to replace it again.  The other option would be to send the customer 2 yards of foam back material from another supplier (in the closest available color) and he can strip and re-cover the board he has.  Installation of the product was completed by the customer and is not reimbursable.  And since the original sale was over 2 years ago, a refund will not be provided.

  Customer Answer

  Date: 09/18/2024

  
  ********** ********
  
  I am rejecting this response because: it is obvious that this is a manufacturing issue. The felt does not fall away unless a poor-quality glue is being used. The factory original headliner lasted 35 years, I don't see why, with the help of modern technology, that an aftermarket replacement shouldn't last just as long. No one is going to spend $400+ every year to replace one of these. Furthermore, my pickup sits in a heated garage all year, but it seems like the headliner starts to fail when it is outside on warm days. I feel the glue cannot handle the heat and it fails because of this. I should actually ask for reimbursement of my time because this will be the 3rd one that I will have to install, and it takes 1-1.5 hours to do it.
  
  Sincerely,
  
  ***********************