Complaints

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.

• Initial Complaint

  Date:08/16/2022

  Type:Delivery Issues
  Status:

  ResolvedMore 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 paid for a Factory Five kit car in September 2021. When I picked it up it was missing a dozen items. I was told they were back ordered and would be shipped to me. As of today 8-16-22 I have not received all of the items. in a email from Factory Five I was told I would not be getting the missing springs because I already purchased a set from another vendor. The springs are part of the kit I paid for. Another part of my complaint is the kit is advertised as having everything needed to build a car, less some items needed from a donor car. (**** mustang). the kit that I received from Factory Five does not contain any parts for a windshield wiper system. **** mustang wipers will not work. when questioned Factory Five said " not all states require windshield wipers " My state CT does. I have many documents from Factory five so I don't think they will be disputed by them, but if they are I will forward them to you.

  Business Response

  Date: 08/23/2022

  
  I spoke to the customer at length and more than anything he was irate that he was accused of lying about missing parts.  I downloaded the email exchange and the person who took care of him (FFR employee ***********************) is one of the kindest and most professional people on the planet.  When I called ******************, I asked him what he wanted and I offered to send him springs and even a $380 wiper motor set (that is not part of the base cobra kit and is not listed as the parts on the kit and is clearly listed as an OPTION on the kit he ordered as some states require wipers on replica cars and other states do not require them).  He was emphatic and said he wanted me to read the letters (emails) as he was so upset.  I offered a sincere apology but he would not accept anything before demanding I read the letters.
  
  So I read the email chain and I found absolutely nothing wrong at all and *********************** did a wonderful job and the customer told him he did not want the springs (please see email chain).
  
  I called the customer back after reading the email chain and apologized yet again but read the text back to the customer with ****'s very sincere communication AND apology for any misunderstanding. 
  
  Conclusion.  I offered to send the customer the 500# standard springs that he never received.  He agreed and accepted my apology.  The parts are in the outgoing shipping bins right now.  Beyond this I cannot placate this customer.  I gave him my personal email and told him that the President of the company is at his service if he needs ANYTHING at all going forward.  He seemed satisfied.  I consider this matter closed.
  
  *******************;
  President  

  Customer Answer

  Date: 08/23/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************