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:02/28/2023

  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.

  I paid for a service that I have not received. The service is to restore two triple stage seatbelts for a 2019 ********** GTI. The seatbelts were sent a month ago and each time I contact Safety Restore they tell me they will ship the same day and I have yet to receive a tracking number. I contacted Safety Restore today and they are telling me they probably lost my seatbelts. If Safety restore lost my seatbelts as Representative ***** said they might have on 2/28/23, I need Safety Restore to replace my seatbelts and have them shipped to me. Safety restore also promised 24 hour repair turn around service which did not happen either

  

  Business Response

  Date: 03/02/2023

  I contacted ***** right away soon as I was made aware of this issue. We were able to figure out the mixup and get his parts shipped out. I apologized on behalf of my team and offered a credit for a future order. ***** seemed to be satisfied with the resolution and is awaiting his parts.

  - ****
  Manager

• Initial Complaint

  Date:02/15/2023

  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 purchased a service repair contract on **** for the amount of $48.10 from this seller on Jan. 19, 2023. They provided me with a shipping label and I shipped the seat belt for my 2013 Civic to be repaired. Up to today, they claim they never received my seatbelt. The cost of a USED seatbelt at a local junk yard is $250. They are not refunding my $48.10 even though no repair has been done, they are not trying to locate my seatbelt. My car has been without a seatbelt since Jan 19, 2023. I am demanding $298.10 from this business ASAP.Thanks

  

  Business Response

  Date: 03/02/2023

  I spoke with the customer right away once I learned of the issue. Quickly figured out the problem and shipped it to them the fastest shipping we could do. They were satisfied with my solution and response to the issue.

• Initial Complaint

  Date:01/17/2023

  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.

  Needed airbag module reset and found a Seatbelt Restore offers 24 hour turnaround service guarantee, once received. With good reviews on their website, I placed an order on Friday, Jan 6th. Shipped the package , per instructions to their website, on Saturday the 7th. The morning of Friday the 13th I had not heard any updates so I went online and checked the status of the module. Rita was the online rep that I spoke with and she said that my package had just arrived that morning and she would prioritize it for that day. I got no updates for shipping info Friday. Over the weekend I checked the tracking number of the module I sent them and found that it was hand delivered at 8:01 am Wednesday morning, Jan 11th. I called Seatbelt Restore this morning asking the status of my module and again was told that it hasn't been started yet because they didn't receive it till Friday. I asked how is it they didn't receive it till Friday when I have the shipping status stating it was delivered Wednesday morning at 8:01 am, hand delivered. The response was priceless, "supply chain issues and sometimes things happen." The representative said that he would prioritize my module to get done today and they would overnight it to me. I should get it Tomorrow or Wednesday. (Today is Monday) I then asked how is it possible that if you overnight a package to a customer on Monday and they don't get it till Wednesday. Again, supply chain issues was the response. This company clearly states and prides themselves that they offer a 24 hour turnaround time and a 100% satisfaction guarantee. Let me summarize all this. They received my item Wednesday morning, Jan 11th at 8:01 am. I call Friday the 13th and they said they just received it. Call on Monday the 16th and found that it hasn't been started. They lied about received date, lied about getting it done last Friday and now I am to believe that I will have the product by Wednesday. I want my my $59.99, plus the $10.85 I paid to ship.

  

  Business Response

  Date: 01/26/2023

  To whom it may concern: 

  We reached out to the customer and came to a mutual agreement and resolution. 

  The customer received their order back and received and reimbursement for the inconvenience. 

  This is the tracking number: 9********************* via ****. 

   

  Thank you!

• Initial Complaint

  Date:01/10/2023

  Type:Product 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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 01/13/2023

  Good afternoon ******!
  

  I would like to take this chance to apologize for all and any inconvenience this may have caused you. 

  This order was shipped back to us under our Warranty which was received 12/27/22. After careful evaluation, my tech found the issue and

  had that resolved by replacing certain parts. Since this came back to us under our Warranty, it got mixed up with our other orders and it took a while to get this back out

  with the holidays which had closures and built up delays. The order was shipped out via USPS: ********************** for delivery, Friday, 1/13/23. 

   

  Thank you so much for your patience on this and we're more than happy to make things right for you!

• Initial Complaint

  Date:12/09/2022

  Type:Service or Repair 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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/09/2022

  Dear *****,
  
  Thank you for your time and bringing my attention to this matter. It was lovely to speak with you about this problem and I am glad we came to a resolution on this. I'll be waiting for your call or email back. 

  Customer Answer

  Date: 12/13/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Safety Restore went above and beyond to correct my problem, Thanks to everyone involved. *****
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/29/2022

  Type:Delivery 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.

  On 11/22/22 after speaking with multiple agents at Safety Restore I was assured that given the timeline needed for repair, and by providing an overnight label to Safety Restore along with the items needed for repair that I would receive the repaired seat belts in time for a trip. It has now been 24 hours since they marked the item as shipped, however the label has yet to be scanned by UPS.  I have gotten nothing but excuses, mis-information and mis-direction in countless phone calls since and for all I know the package is lost at this point. The website states satisfaction guaranteed, however I am anything but satisfied with the mis-information and complete run around received by this company when they clearly state 24 hour turn around as that should INCLUDE having the item scanned and shipped, not just marked as shipped in their system which has no bearing on the actual delivery via UPS.

  

  Business Response

  Date: 12/09/2022

  Dear ****,

  I am sorry if you feel as though you got the run around. What I can see is that your order came in over in the holiday weekend. It was repaired on Monday and boxed and labeled Monday afternoon. Unfortunately, yes there was a delay since we had to go bring the package to UPS drop point. Which we had done the following morning. That's on us and I do apologize for that. I see your package arrived to you Thursday, 2 days later. Please let me know if there's anything I can do to make things right and fulfill our satisfaction guarantee. 

  Thank you!

  ****

• Initial Complaint

  Date:09/06/2022

  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 want a full refund. Their company states on their website that if youre unhappy for any reason they will refund you. , and he'll make sure it goes out. I voiced my unhappiness about it being now 8 days when they're supposed to have a 24-hr turn-around. He did nothing to compensate me and just reassured that it would go out that evening. He said he would call me back in 30 minutes. He never did, however my items did get shipped out.I am a small car dealer that relies on repairing cars and putting them out for sale quickly. I've used this company several times in the past and they've always been fast and on top of things. After this and leaving me hanging for 8 days and the unprofessionalism, I will never use them again. They've lost me time and money that I can't get back.

  

  Business Response

  Date: 09/27/2022

  Dear ******,

  As a small business ourselves, we wholeheartedly agree with you and don't ever want our customers to feel this way. We have addressed many of these concerns internally and actively work meets or exceed customer expectations. We have been battling many small logistical issues that takes our focus on what's important, the customer. We have hired additional staff and implemented many new protocols to see that these hiccups don't occur. Thank you for bringing our attention to areas that need improvement.

  Your refund was processed and I hope that in the future you might consider us once more. Please feel free to reach out to us when you are ready.

  Thank you,

  *****************
  Manager

  Customer Answer

  Date: 09/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************