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:02/13/2024

  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.

  Coilover depot claims I made a purchase for auto parts from there website. When I received there package I read the label or name and took them to my mechanic at Good Year on ***** ** ***** ******** **. The mechanic said these parts do not fit my car and that they could adjust them for a fee but the parts have a label that says do not adjust. I assumed they world break if adjusted. The parts looked tiny and fake, so I called or emailed the merchant and claimed that I did not order these parts and requested a refund for their internet scam. The merchant refused and claimed they want a portion of my funds for shipping and restocking fees. I disagree because that claim I was purchasing parts to upgrade my car and these parts are not the same as regOME parts. Regardless they do not fit my vehicle and resemble scan parts.

  Business Response

  Date: 02/13/2024

  This customer ordered parts for their car and was expecting to get OEM replacement parts, but ordered from a suspension business that specializes in aftermarket and lowering suspensions parts.  We state on the product page the product he bought was for lowering the vehcile.  When contacting support he was told the parts are not oem replacements and will not look anything like factory parts because their design was for lowering and adjustablity.  The customer acknowledged this.  Then claimed he did not order these and that the order was fraud and someone stole his card.  He is attempting to do a charge back and using any claim he can to get a full refund.  He did open a return with us and we accepted the return, but refunded him minus our standard restocking fee which he agreed to upon opening the return.  Customer also did not fill out the authorization form for the return in attempt to claim he did not read the document and that it instructs them that there is a fee for returning, instead he returned the form blank just stating he ordered the wrong parts.    We refunded this customer minus the fees and return shipping cost and he is now crying that we are a scam when we are not.  We have over 100K happy customers who did the proper research when ordering parts for their cars for the correct purpose. The customer was likely ordering the parts because they are cheaper than the factory replacement parts at a parts store and trying to save money but failed to do the proper research or even basic reading of our product pages or FAQ pages explaining what coilover kits are and that they are for performance handling and lowering.  

  We have already refunded this customer according to our policy so there is nothing to be done here.  We are not a scam company, we do not sell scam parts.   We do millions of dollars in sales every year with the majority of our reviews being very good.    Please close this complaint as it  is unfounded. 

   

  Thank you 

   

  Coilover depot .