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:11/19/2024

  Type:Customer Service 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 purchased some wheel locks for my ****** ****** from the ****** dealership here in El Paso TX.
  
  I wanted to purchase a spare "key" for the wheel locks so I went to the McGard website to do so. I registered (I think) my wheel locks and entered the information it asked from the white card that was in the package.
  
  The issue is, I'm not sure if the correct key was ordered. I can't tell with all the random numbers and whatnot that show on the white card, versus the numbers on the lock/key itself.
  
  I tried to call McGard NINE times throughout the day and keep getting a recording that they are doing maintenance on the phone lines and to try later. I also sent an email to any email addresses on their website that I thought MAY be able to assist me.
  
  I'm trying to stay ahead of this to confirm I ordered the correct key and so that I don't end up getting the wrong one, having to return it, and go through a whole merry go round of steps.

  Business Response

  Date: 11/20/2024

  Hi Mr. **********,Thank you for reaching out to inquire about your order. Yesterday, 11/19/2024, we experienced an unexpected power outage which caused our phones to also go out of service. When this happens, a default message is applied on by the phone system company that says "we are down for phone maintenance" which cannot be changed until the power comes back on. We know this is a short coming and plan to address this in the future. However, we RARELY experience power outages and when we do, we do our best to notify our customers online. This is also the reason you would not have received a return email as the power was out and there was no access from our customer service team. We had closure notices on all 4 websites including the website you placed your order on notifying customers of the unexpected power outage & closure. We are very sorry if you did not see that message as we try our best to communicate closures during weather or power incidents out of our control. We did receive your order and a copy of the invoice is attached. The order is shipping today via **** tracking #**********************. Without being able to PHYSICALLY test the key to your wheel lock, there is no way to guarantee it will fit. I can however confirm that this key is made for a ****** or ***** vehicle. The pattern of this wheel lock key is unique and will need to be tested upon receipt. If for some unlikely reason this wheel lock key does not fit, we will resolve for you at that time. Should you have any other questions, please let us know by contacting us directly or through this BBB website. Contact name: Karen, Customer Service Manager * **************. Thank you. 

  Customer Answer

  Date: 11/20/2024

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

• Initial Complaint

  Date:11/19/2024

  Type:Product 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 ordered a replacement key and lock for my vehicle in May of 2024 through the mail. The check was cashed by McGard May 7, 2024 in the amount of $25.48. After several weeks, I received a package with McGards address on it, but body oil was in it and it appeared to be tampered with during the shipping process. I called and reported it to McGard, I was informed they would send out a replacement. The replacement never arrived. I called again and was told the amount of money I sent was not sufficient because the price of the locks had increased. I was informed they would mail the replacement locks and I could pay the difference upon receipt. I never received those locks. In August 19, 2024, I requested a refund from McGard because I never received the product. I was told the refund would be mailed out in 7 to 10 business days. It never came. I called again November 5, 2024 and was told a supervisor had to approve my refund. I called back November 8, 2024 and was told my refund is in the mail. I called back today November 19, 2024 and was told they do not have power and are unable to view my account. After 6 months, I have not received a product nor my refund.

  Business Response

  Date: 12/09/2024

  Hi ******, We have been working with you directly over the last couple of months to get this resolved. We did ship you keys at no charge to fulfill the shipping error which was made at the post office (not by McGard). Our Customer Service Manager reached out again last week and FedEx'd you another refund check since the first one was never cashed. This was delivered today. Please confirm receipt and if you require additional service. We are happy to help however we can. Thank you, McGard Customer Service

• Initial Complaint

  Date:06/15/2024

  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.

  Contacted the company three times to resolve an issue. Ordered two wheel locks and only one showed up. Package was damaged with a hole in it and USPS noted the damage upon arrival. Tried to get a refund for the one wheel lock with no response. No other choice but to file BBB claim for resolution. Sent pictures showing the damage and USPS damage sticker. I expect a simple $19.20 refund for the price of one wheel lock including tax.
  
  Thank you!
  
  Brian
  
  Your Invoice #********** for Order #**********

  Business Response

  Date: 06/19/2024

  Dear Mr ****,We are really sorry about the communication error on our end! Sometimes external emails are caught in our spam filter when attachments are sent. We feel responsible to correct this bad experience by crediting you in full of $35.98. Please contact us at ###-###-#### if you need an additional key! Ask for Audrey and she will help you. Again, we are very sorry for this experience as it is very atypical and normally we pride ourselves on our level service. Sincerest apologies.Sincerely,McGard Customer Service 

  Customer Answer

  Date: 06/20/2024

  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. 
  

  I appreciate the companies response and is satisfactory. Thank you to the BBB for helping facilitate the resolution. 
  
  
  
  Regards,
  
  
  
  ***** ****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:04/29/2024

  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.

  made an order April 22 , order # ********** . order was not fulfill had to call an speak to a rude employee . cancel my order and reorder because this company is the only one who ***** get their auto wheel lock from . Its April 29 today and i have been renting a car for the past 8 days . This is unfair for customer who have to depend on their product just to fix a wheel issue .

  Business Response

  Date: 04/29/2024

  Dear Ms. ***,Thank you for reaching out and detailing your experience with our Customer Service Agents. We are terribly sorry for the poor service you received and this agent will be receiving additional training to improve future phone experiences. We believe in providing the best possible service and unfortunately, that is not what you received today. To help rectify this poor experience, we have removed the $10.80 shipping charge from your order and are sending this order to you ******* ******* Priority Overnight. You will receive this order tomorrow 4/30/24. In addition, we have sent a spare key at no charge. Please do not hesitate to reach out if you have further questions or need further assistance.Thank you,McGard Customer Service Manager

• Initial Complaint

  Date:03/29/2023

  Type:Billing 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 ordered a wheel lock using the order form supplied by McGard and I submitted a check with payment in full. When I got the order, it included a little yellow slip saying their costs went up and I could pay the extra 20% or return the item. The cost of returning was about the same as the extra amount they tried to collect. This is an obvious attempt at consumer fraud since they could have advised of the extra cost before processing the order so I could cancel the order. RIPOFF!!!!!!!!

  Business Response

  Date: 03/30/2023

  Good morning,  We did receive a mail order for a replacement key from Ms. *****, it was processed on 3/22/2023. She is correct, the cost of a replacement part has increased due to increased material costs. It was our first price increase in over 10 years. The yellow slip that was included did explain this. Attached is the copy of Ms. *****'s original mail order where you can see she did not provide a contact phone number. If she had provided a phone number, we would have indeed reached out to explain the price increase first and ask if she still wanted the part. Since we did not have an expedited way to contact her and this part is a critical part required to remove a wheel and tire, we shipped it to her with a balance due. This was to help avoid any service interruptions of her vehicle. Please note that on the yellow sheet of paper, we only ask for the balance due or to return the part for a full credit. This balance due is not enforced and if Ms. ***** were to have reached out via phone, we would have gladly provided a pre-paid mailer for her to return the part at no charge and then a full credit.  At this time if Ms. ***** would prefer a full credit, instead of keeping the wheel lock key to service her wheel and tire, we would be happy to send her a pre-paid mailer for her to return the part. Upon receipt, we will process a full credit via refund check.  Thank you, Nicole W***

  Business Response

  Date: 04/13/2023

  Hello, We will be sending a pre-paid mailer and will process a refund upon receipt of the part.  Thank you, McGard LLC 

  Customer Answer

  Date: 04/14/2023

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Until I receive a refund the matter will remain open. 
  
  Regards, 
  
  *** *****