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:01/31/2023

  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.

  purchased a bumper f over the phone after seeing on internet, told me would work on can am defender hd9. ordered the one made for a winch. installed at a business Before shipping it he called me did not have the lights that went wanted to know if i wanted him to ship just the bumper and ship lights later So i told him to go ahead and ship bumper since i already had the side x side in the shop doing work on it.(brand new one). They got installed called me asked me to come take a look . When the bed was raised, it would only come up about half way winch plate hit the grease fittings on the sway bar. The shop told me the grease fitting would be broken off . So in good faith i contacted ******** the owner and told him the problem, He wanted pictures and the phone number to place that was installing it. He told me that the winch plate would have to be ground out to go over the grease fittings and also he authorized the installer to do that. Again it would not raise up any higher because it was hitting the sway bar . I contacted him again and he talked to the shop again, he wanted more pictures i posted on social media about a problem with a bumper and gave no names of his business. As soon as i did a man from another state contact me and he had purchased a bumper from him back in Oct and had the same problem. He said ** ***** offered him a free lift kit so to raise the body of the whole side x side so it would clear the sway bar. At first ** ***** had said he had never had any issues with that and had sold hundreds of them, which when i ordered it he told me it was a new product for them and it was not even on the internet for ordering yet and the only way i could order was threw him over the phone, but now claims hundreds of the sold with no problems. I have it in shop so want to get it finished as soon as i can cause it is brand new and i want to use it with it finished. But did end up taking it home and rode it a few times. Called him back and he offered to give me a lift kit just like the other man said he offered him. But, i am using it in a toyhauler and am limited on height so i do not want a lift kit, He again told me, and this is a week later that he was going to turn it over to the engineers and it would take a while to get another one made. After a few days i decided the best thing was take this off and send it back which he said he would do, He also told me to keep the Bed Hinges that came with it, This would take a while to remove to send back anyway. I talked to him and he approved it and told me he would send a return label, called him or messaged him no tellling how many times and after about a week he finally sent the return. So i took it to a *** ** place shipped it back after paying 50 to have it removed after i had paid to have it installed to start with, so i included the bill for that to him in the shipping label with the bumper, He refused to pay me back for that but after about two or three days i received the lights and never opened the box, He received the bumper and called me wanting to know where the lights were. So he had shipped them to me know i was sending bumper back and after he had sent a return label. So it took me several phone calls and several text message to him to get him to send me a return label for them9Close to a week time he finall sent me one and i returned them by fed ex the next day. A few Days later i got a text from *** ** saying they were delivered and i called him about three hours later and he claimed they had not came yet, So i waited two days called him and he said he got them. So after two more days i had not received a refund and text him asking him and he sent pictures of the bumper where the shop and ground out the places he authorized to be ground out and claimed he could not give me a full refund and deducted $100.00 for the damage to the bumper claiming he could not sale it like that to someone else, But he had authorized it to be ground out but that also did not work for this bumper. I am allege he knew it would not work when he shipped and sold me the bumper after being told by the other man that he offered him a lift kit and he took it fixing the issue, But as i could not get it in a toyhauler if i installed a lift kit it did not work for me and he demands he is not giving and did not give me a full refund after he sold me a defective item to start with that would not fit my machine.

  Business Response

  Date: 02/09/2023

  Thank you for sending a letter to notify us of a complaint from one of our customers,  No Limit Wheels takes customer service very seriously as you can see from hundreds if not thousands customer reviews.  We've been in business since 2012 and this is the first time that we've ever experienced a customer like *** *****.
  This claim that *** ***** was treated poorly or that any funds that were unjustly held from him is absolutely false.  I will include pictures of the used and damaged bumper, (acknowledged by the customer) and returned to us, Followed by threats and foul language texted from the customer. The customer received the best customer experience we had to offer which included, several texts and phone calls on nights, weekends, Christmas eve (at 9:40AM), Christmas day (at 11:05AM), and New Year's Day.  Our business observes these holidays but still answered each time he contacted me.
  REFUNDS WERE ISSUED PRIOR TO ANY FORMAL COMPLAINT TO 3RD PARTIES.
  RETURN REQUEST: The customer notified us of a bumper fitment issue due to model year changes on his new 2023 can-am defender. We immediately responded by offering several options to the customer which include the following: #1 Return and refund #2 free lift kit which might raise his Defender enough for the bumper to clear. #3 Return the bumper, allow us time to make changes to the design and send him a new bumper that will work properly with the his new Can-am Defender.
  
  RETURN POLICY: Our return policy which is posted on our website and can also be reviewed in the customer's installation instructions.  Below I will explain 3 items that were against our return policy. Although, the customer exhibited a brazen disregard our return policy and instruction we felt it was necessary to give him free bed mounts ($160) for his trouble. Attached you will see pictures that show why $100 of his $643 refund was withheld as well as a detailed explanation. Our return policy clearly states that we have the right to reject a returned product for items that are damaged.  Instead, in good faith we chose to honor the return and refund.
  
   CUSTOMER NEGLECT & DAMAGE (resulting in $100 reduction of refund): In the pictures attached you can clearly see the following issues. #1 Customer drilled several holes in the steel bumper causing it to rust.  #2 instead of removing the bumper from his Can-am Defender after finding out that it was not fitting properly he decided to keep the bumper on his machine and take it off-road and returned the bumper muddy and damaged, which the customer acknowledges in text messages attached below.  #3 The customer hit something with the bumper causing some damage to the powder coated finish, which leaves the raw steel exposed.  All of these items will result in additional cost to weld, grind, sand blast, and re- powder coat.  In addition to reconditioning costs we will re-sell and discount the bumper as a re-conditioned item.  The customer refund was only reduced by $100 to help with costs incurred in re-conditioning bumper.
  
  CUSTOMER RESPONSIBILITY: Since there was a fitment issue with the bumper the customer should have removed the 4 bolts that attach the bumper to his machine and returned the bumper for a FULL REFUND, instead of drilling extra holes to mount other items to the bumper and then take the bumper off-road through the mud and trails.
  
  CONCLUSION:  BEFORE *** ***** filed a complaint, he was refunded $543 and was given $160 in parts at NO COST to him for the inconvenience of his bumper not fitting properly.  We reduced his refund from $643 to $543 ($100) due to damage caused by the customer. THIS FALSE COMPLAINT WITH THE BBB IS MOST LIKELY THE FIRST OF MANY ATTEMPTS TO FOLLOW THROUGH ON HIS THREATS TO INTIMIDATE AND BULLY.  SOME of *** ******* retaliation quoted via text, "I hope you enjoy that hundred cause that 100 will cost you more than it cost me".  This shows an obvious attempt to retaliate by spreading false information to affect the reputation of our business.
  
  *** ******* INTIMIDATION, THREATS, VULGAR LANGUAGE, AND FALSE ACCUSATIONS ARE NOT ACCEPTABLE AND WILL NOT RESULT IN A REFUND OF THE $100
  Please accept my sincerest apologies for any inconveniences this may have caused.  I am sorry that you feel that you were not treated fairly.  I understand being 1 star angry, but you did not receive 1 star service.
  

  Customer Answer

  Date: 02/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because: It was all planned due to him knowing it did not work on my machine. Yes i did contact him on the dates he listed and also tried a lot more, he would not answer the phone a bunch of times during regular work hours. Took him over a week to send a return label and when i did talk to him he claimed he had sent it and it was not in my email. sothat were listed. the only times i could get him to answer was at times he listed, I had installed this  bumper on a brand new machine that had 4 miles on it. I did by no means go mudding in it and still have not to this day. It is used as a liscend road worthy machine, I do go every day to the farm on a gravel drive and it had been raining almost every day and was raining when i took it to have bumper removed.9Cost me another $150) that he refused to help out with, If he had any integrity about him he would at least paid me part of this since he sold me a bumper that threw experience he knew would not work on my SXS. I had talked to a man that went threw the same thing in Oct. and it was going to take months for him to receive the bumper back and redesign of it to work. SO i knew he was familiar with it not working on the new SXS. I was not waiting that long. I had money tied up in this and was not satisfied with tells i was getting from him. And waiting over a week for return label was ridiculous and was not going to take it off till i knew he was accepting the return. As far as backing in to something is ridiculous, and absurd.. It may have got messed up in shipping as far as i know but no damage was on it when it was taken to shop to be removed. Or he actually damaged it himself, The shop repackaged it to send back and they were suppose to wash it off. but washing it off should not be reason to keep $100. As far as holes bored in the mounts would tell you that it was not made to fit my SXS due to hole in it not lining up with the mounting holes premade in to the bed of the SXS. I did tell him this would cost him more than it cost me cause i will down him and his products every chance i get unless he refund me the rest of the money i spent on this thing that was very evidently made to fit what he says it would fit.

  regards,
  ******* *****

  Business Response

  Date: 02/15/2023

  *** ***** says he is rejecting our response to his complaint because he says (in his words) "it was all planned" and that we knowingly shipped him a bumper that did not fit a brand new model year canam defender.
  We do not make profit by "planning" to send customers products that don't fit. We pay a lot of money to ship our products, this would not be a profitable business plan.
  We appreciate that someone wants to make sure that businesses aren't taking advantage of customers. This however is far from what is happening with *** ****** In *** ******* latest response he has implicated himself as he admits using the bumper every day to go to the farm which has a gravel road and that it had been raining almost every day.
  Based on *** ******* response it has come evident that he is not willing to take any responsibility for his actions.  He blames the shop that he had worked on his defender for not "washing it off" after he used it daily, he blames us or the shipping company for damaging his bumper.  In short, *** ***** failed to comply with our return policy which is clearly stated on our website and on the installation instructions.  If *** ***** wanted his full refund, instead of a reduced refund by $100, then all he would have needed to do was to return the bumper after it was not fitting properly.  *** ***** drilled additional holes for a license plate (causing rust as seen in pictures), and as he stated, drove it daily to the farm in the rain, gravel / mud which was seen in the pictures supplied to the BBB.
  TOTAL COMPENSATION TO CUSTOMER: On Dec. 6th 2022 the customer was charged $643.  We refund $543 and gave the customer $160 in parts, which equal a total of $703 in compensation & refund.  *** ***** has been compensated $60 more than he originally paid for the bumper! The initial refund attempt to customer on Jan 16th was voided because the customer did not return the light pods, wiring harness, and switch.  Once the remaining items were returned we issued the $543 refund on Jan 26th.  Four days later on Jan 30th the customer filed a complaint with the BBB against our company.
  Customer threats & ultimatums: Unfortunately there isn't a "BBB" for customers who try to intimidate businesses, attempt to damage reputation, and take advantage of companies who are trying their best to do right by their customers. Thankfully, in *** ******* latest response he has admitted to several of the reasons of why we had to withhold $100 of his refund.  *** ******* latest response also mentions how he will "down" our products "unless he refund me the rest of my money" and that it will cost us more than the $100 of the $643 that we refuse to refund.  This has become an issue much larger than $100.  This is an issue of standing against someone who thinks they can hold businesses hostage by threatening their name and their livelihood.... UNLESS, we do exactly what they want, even if they're proven wrong using their own words against them....Sounds more like a stick up.
  RETURN POLICY & INSTALLATION: *** ***** ironically mentions our integrity and references the labor cost he incurred from his choice to have someone install his bumper for him. The customer makes no mention of how we gave the customer $160 parts at no charge to him when we were notified of the fitment issue.  Our installation instructions as well as our website also clearly states that we are not responsible for installation costs if a customer decides to have someone else install products.  We do understand that some customers may not have the mechanical ability to handle installation themselves. Our bumper is designed with that in mind.  The instructions have a simple step by step guide to install the 4 bolts that are required to complete installation.
  CLOSING RESPONSE TO CUSTOMER:
  *** ****** you were treated more than fair and have been compensated a total of $703, which is MORE THAN your original purchase.  
  We have apologized more times than we can count.  Unfortunately due to damage and neglect you will not receive any additional refund or compensation of any kind.  I know that you are unhappy with our brand and our products but would like for you to keep the $160 parts that were given to you at no charge.  However, We understand that you don't want to support our brand and will "down" our products "every chance" you get.  If you would like, we can send you a return label for the parts that are installed on your Canam that were given to you at no charge.  We understand that it may take some time to have these parts removed.
  Please send an email if you would like a return label sent.

  Customer Answer

  Date: 02/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because: He keeps harping on the parts that he gave me, it would take more than the worth of them to pay to have them removed and he knows that. After refusing to pay for the cost to remove the bumper he sold me that would not fit my machine i am sure he would not pay for removal of the bed hinges. As far as Refund policy i did not buy this over the internet as i called him personally and bought it over the phone after seeing one of his other nor winch bumpers and doing a search to find his phone number as per his own words. And he assured me it would fit my 2023 xt hd9 can am and found out he sold one in Oct. that would not fit at leasst a month prior to me buying this one. and he offered them the same he offered me a free lift kit. When i purchased this bumper it was not yet available to order on line yet. so i had no reason to read or see any refund policy due to not being on his order page at all. He shoudl be well aware of this also.
  
  Regards,
  
  ******* *****