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:06/08/2023

  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.

  Unable to return item (that is returnable by their policy)-the return information webpage is not accessible, and they will not provide return instructions or return communications

  Business Response

  Date: 06/26/2023

  Good Morning, 

  I apologize for the issue.

  I will have an agent reach out today, 

  Thank you,

  ***************************

• Initial Complaint

  Date:06/01/2023

  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.

  I purchased a car cover from Quadractec on February 22, 2023 using my ****** Credit account and was charged $76.99. The car cover wouldn’t fit my **** because the one touch convertible roof is not removable. I requested a return authorization and was told that I had to pay for the return shipping because their parts system indicated the part would fit my ****. I return the part in the original package and was given a refund of $75.59 on April 20, 2023. I have contacted them twice and was told that I was charged $76.99, but they refunded me $75.59 and they would give me a refund of $1.40. My complaint is simple, give me my total refund and send me $1.40 plus shipping $15.32. I don’t understand why they are trying to fraudulently keep $1.40 and didn’t pay for the return shipping of $15.32.

  Business Response

  Date: 06/02/2023

  Good Morning,

  We will reach out to the customer today to have this taken care of. 

  Thank you, 

  ************************;

  Customer Answer

  Date: 06/15/2023

  Complaint: ********
  
  I am rejecting this response because: I have never received a call, email or text from the company. I have not gotten a refund from the company.
  
  Regards,
  
  *****************************
  

  Business Response

  Date: 06/15/2023

  Good Afternoon,

  My apologies, I show that a representative reached out on 6/2/23.

  I will investigate this and have someone contact you. 

  Thank you,

  ************************;

  Customer Answer

  Date: 08/07/2023

   I had spoken to ***** on two occasions before my complaint to the BBB. He told me that someone would contact me. He has never given a name or phone number to contact them. No one has never reached out to me. ***** and his company uses this tactic to never resolve issues with customers. Yes, please reopen this complaint and I hope they will resolve it. If they always refund a customer $1.40 less than they paid, they are taking $140,000 from 100000 customers. That is stealing from the customer/consumer!!

  Business Response

  Date: 08/15/2023

  Hello,

  I show that Dan Johnson contacted the customer on 8/15/23.

  Please let me know if anything else is needed. 

  Thank you,

  ***** ********

  Customer Answer

  Date: 08/29/2023

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

• Initial Complaint

  Date:05/28/2023

  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.

  On April 18th 2023 I purchased a lift kit part number *****-**** (******* ************* # ****-**) which was deeply discounted so I figured why not purchase it since I was on the site to buy a lift kit anyway. On April 19 2023 I received a confirmation email from Quadratec showing my order. Upon receiving my package it was not a lift kit but in fact parts to a **** that I don't even own and have no use for. I contacted Quadratec via email and explained that what I received was wrong. At this point I figured the deal was too good to be true so I asked for a label to return my parts but I was going to keep the second delivery which was color matched paint for my ****. I was asked for pictures of what I received to compare it to what I ordered. They were sent as asked and silence followed. I had to continue to send emails to get a response back which was met with by Quadratec with "confusion", but since I had been emailing them they had removed the lift kit from the website all together showing they knew there was an issue and subsequently also removed the part they did send me from the website as well so there was now nothing to show. Luckily I have pictures and screenshots of the website before they had a chance to remove it and try to cover up there error. After weeks of silence I get a response (on Saturday May 13th 2023 @2:58PM) saying "I have forwarded this concern to our concerned department to check for this issue, and once I have an update I'll reach out to you ASAP." It has now been 15 days so apparently no one wants to resolve my issue. This has been going on just under six weeks now. And clearly Quadratec is just hoping I go away after feeling like they have covered their tracks by removing the listings from the website. Now I'm out what I paid and a product I paid for.

  Business Response

  Date: 06/07/2023

  Hello,

  I apologize for the issue. 

  One of our senior representatives will contact you shortly to remedy this. 

  Kind regards,

  ***************************

  Customer Answer

  Date: 06/15/2023

  Complaint: ********
  
  I am rejecting this response because:
  

  This complaint has been going on since April 26th and all I've heard is someone will contact you or I'm forwarding this on. This is just an attempt to make it go away like every other email I have received saying someone will get to you. It took two weeks for formulate a response of (paraphrasing here) 'someone will get back to you'. Seems like this is the modus operandi of Quadratec, I did not screw up here... I ordered a part off of their website, directly and did not receive what I ordered. All I asked for was a label to send it back, this was going to be a cheap mistake for them and that's all I wanted. I would have ordered another lift kit from them had they just sent me a label and refunded the incorrect purchase, but no... they can't do that. So they've been holding on to my money and refusing the send a label for going on two months now. I've provided screen shots and pictures of their OWN website with the kit I ordered which they have subsequently removed from the website. I did not order from a 3rd party, but directly from the seller. There is no excuse for this behavior. This really could have been solved with a "Sorry, our site was screwed up let us send you a label and fix the situation"... but here we are 50 days later. I've already filed with the Federal Trade Commission and now the BBB, my only steps to fix this are to continue to move up the ladder which is not what I wanted to do. Quadratec lost out of sales (because of this single stupid issue) of two **** builds because of this. I ordered my gears and lockers for one **** from a competitor because of this and clearly have to continue that direction in the future. I will not accept a "We'll get back to you" as a resolution to an issue they have been avoiding for the better part of 2 months. They have my email, they can contact if they want to resolve this but everything will be in writing, I don't play "he said she said" over the phone. Anything less is not sufficient. So no, this issue is very far from being resolved and "We'll contact you" is just their way of trying to hide from a mistake but that's not how life works. 
  
  Regards,
  
  *********************

  Business Response

  Date: 06/16/2023

  Good morning,

  I apologize that you have not heard from us.

  We attempted to call again yesterday and also sent an email. 

  If you still have not received any communication please reach out to me directly at ********************.

  Kind regards,

  ***************************

  Customer Answer

  Date: 07/18/2023

  [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 Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  I think this response was meant for someone else. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:05/28/2023

  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 placed an order with them on March 28 2023. On April 16th I checked the status of my order and it said it was in 3rd party shipping. I reached out them because that status hasnt changed for a week. After repeated attempts to get a status. They responded back and said they would look into it. On April 25th I received an apology and said the item was due to ship on May 17th and I would receive and email with tracking number. This past Monday I reached out no response and Friday I reached out with no response. My credit card was charged in full the day of the purchase. If you dont have a product dont sell a product. I would like a refund in full including jy shipping charges that I were charged since obviously I am not going to be getting my product.

  Business Response

  Date: 06/08/2023

  Hello,

  I apologize for the issue. 

  I will have a member of our staff reach out to you. 

  Thanks,
  ***************************

  Customer Answer

  Date: 06/22/2023

  [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 made by the business in reference to complaint ID ********. They have reached out and said they will credit my account t within 4-7 business days. If this is true I find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:01/31/2023

  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.

  November 8th, 2020 I placed order # ******** with Quadratec for a Paramount Automotive 51-0015 Rear Bumper with Tire Carrier for ***** **** ******** ******** This was part # ********** at $459.99 before tax.It took Quadratec several months before they shipped the part. This was understandable considering supplier chain issues at that time. Upon attempting to install the item I discovered the tire carrier portion of the bumper was the incorrect part and some of the installation hardware was missing.I have spent months e-mailing and calling Quadratec customer service. This would be dozens of e-mails and about a half-dozen phone calls. They repeatedly tell me that they are working to fix the issue and blame the manufacterer. Quadratec has failed to resolve the situation by either refunding me my money or getting me the correct part.

  Business Response

  Date: 02/03/2023

  Hello *****,

   

  I am speaking with you through **** to get this taken care of for you to either get that incorrect item back and refunded or the correct one shipped out for you. I will continue with communication about this order through there to ensure that this is taken care of and I apologize for the troubles that his has caused. 

   

  Thank you

  ******

• Initial Complaint

  Date:01/30/2023

  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.

  On October 14th, 2022, I placed an order for three different auto parts. Order number is: *********. Shipping labels were created for these items. label ************ was shipped via ***** and I received that item on:10/16 @2:22pm. The second item was shipped via ***** ************, and received on 10/18 @9:27am. The third item, a right rear emergency brake cable, shipping label number : ************ has never been sent by the supplier. After many phone calls and emails with Quadratec, I've no choice but to ask for your help in solving this problem. On 12/07/22 they were in the process of issuing me a refund. I reached out to them again on 12/19/22, still no refund only the run-around. I am asking that Quadratec refund me for the e-brake cable along with the appropriate sales tax and shipping.

  Business Response

  Date: 02/03/2023

  Hello ******,

  I apologize for the extended delay with this, that refund has been issued for you. You will see that back to your account within 1-3 business days. 

  Thank you

  Hailey

  Customer Answer

  Date: 02/21/2023

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

• Initial Complaint

  Date:01/11/2023

  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.

  I ordered a pair of sway bar connectors for my **** and when the package arrive I only received 1 of the 2 that I had paid for. I sent an email to Quadratec and asked them when I could expect to receive the second one. We emailed back and forth a couple of times then they told me that the second one was on it's way and sent me a tracking number. I tried the tracking number and it did not work. So I waited for my product to arrive. After a week I contacted them again and they said that they would check into it, then I received and email that said that it had been sent and that I had already received it. Now if I had received it, then I wouldn't have been asking where it was. All I want it what I paid for and nothing else. After bringing this to their attention they basically called me a liar and I still do not have what I paid for. This company is not a company that I recommend anyone do business with if this is how you will be treated after they have already taken my money and I am at their mercy.I ordered these parts on December 14th and I only received one. I have no need for additional sway bar links, I just need the 2 that I ordered so that I can finish fixing my ****.The order number if needed *********

  Business Response

  Date: 01/13/2023

  Hello *******,

  I am very sorry to see this. We will look into this with the manufacturer and make sure that you are shipped out the second one of those links. We will contact you directly in regard to this. 

  Thank you,

  *************************

• Initial Complaint

  Date:12/07/2022

  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.

  Below is the information regarding the order # date and items purchased. The specific issue is items # *****-*** ***** Mats Cargo Mat with **** Logo for ***** **** ******** XJ Cost: $192.99 Was not delivered and has been pending shipment since Sept. Several calls and emails to Quadratec have been made to either cancel the order for refund or provide a status. All replies repeat that they have not heard back from their third party seller on a status. I have provided email correspondence between myself and the customer service dept if required.Sep 08, 2022 Order # ************************* **************************** $0.00 Tax: $0.00 Order Total: $420.58 Order Date: Sep 07, 2022 Order Number: ********* (U3835462)97009-9018 Oracle Lighting *************** Adapter Kit for ****** Lighting LED Rock Light (Single)Total: $53.82 ********** This is a Bundled Item. Components listed below Quadratec Ultimate All Weather Floor Liner Kit for ***** **** ******** XJ Total: $149.98 ********** Bundle Component Quadratec Ultimate All Weather Rear Floor Liner in Black for ***** **** ******** XJ ********** Bundle Component Quadratec Ultimate All Weather Front Floor Liners for ***** **** ******** XJ *****-*** ***** Mats Cargo Mat with **** Logo for ***** **** ******** XJ Total: $192.99

  Business Response

  Date: 12/08/2022

  Hello,

  I am looking into this issue and apologize for the delay. 
  Someone will be in Contact shortly. 

  Thanks,

  ***************************

  Quadratec Customer Service Manager 

  Customer Answer

  Date: 12/23/2022

  [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 Answered]
  
   Complaint: ********
  
  I am rejecting this response because:Quadratic continues to send the same message to me that they are still looking into the issue and have made no offers to rectify. I ended up having to file another dispute with the credit card company for never providing the product ordered from them. Nearly 4 months and quadratic never remotely attempted to provide a refund, store credit, exchange for other product that was available etc. They were content to have stolen my money and just send me a repeated message that they were looking into it hoping I would give up and go away.
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 01/30/2023

  Hello,

  I apologize for the continuing issues. I will again have an named Agent ********************* at ext* ********* out. 

  Thank you,

  *****

• Initial Complaint

  Date:12/07/2022

  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.

  I ordered a pair of ****** flush mount tail lights for the **** ********* on 3/19/2022. The taillights were back ordered at that time due to production issues. When I noticed that the taillights were back in stock this September I began calling customer service and on my third attempt I was put in touch with Brad W***** via email. He is a customer service supervisor. It has been months since my first attempt and I call once a week and the operator always says Brad will get back to me by the end of the day and I get no response. Brad originally said he’d have my product shipped out or a refund issued within a week and that time is long passed. Due to the backorder, my ****** coverage is past the 180 day maximum to file a dispute. I want my product or a refund and the customer service department has done nothing to help resolve this issue for several months. 

  Business Response

  Date: 12/08/2022

  Hello, 

  I am meeting with Brad shortly to discuss this issue. 

  I apologize for the long wait. 

  We will reach out shortly to remedy the issue. 

  Thanks,

  Frank

  Quadratec customer Service Manager

   

• Initial Complaint

  Date:12/06/2022

  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.

  Hello, I bought a 12,000lb "Stealth" Winch with synthetic line. This unit was recalled. I shipped it back in a shipper-provided box but ***** lost the package. ***************************************************************** ***** tracking number: ************** {case # is **********} I can't file a claim per ***** rules (only the official "shipper" can, and even though it's my winch, Quadratec is listed as shipper due to the prepaid box they sent). But Quadratec has "ghosted" me; they have ignored all attempts to contact them (even using dedicated e-mail address for this very problem (for 2 weeks!). [email protected] I seemingly have no recourse outside of a lawsuit (which I don't have time/patience for).Replacement cost is $700 (not including tax/handling/shipping).Thanks!

  Business Response

  Date: 12/08/2022

  Hello,

   I apologize for the issue. I will have a representative reach out to you about the Winch asap. 

  Thanks,

  Frank
  
  Quadratec Customer Service Manager. 

  Customer Answer

  Date: 12/09/2022

  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.  I have a few comments to add.

  Based on recent input from Quadratec, it appears that part of the problem wasn't their fault; ***** *DID* deliver the package to them.  How it got from Watsonville, CA to Pennsylvania without a single barcode-scan remains a mystery.

  Still, Quadratec ignored all my e-mails (for unknown reasons) until your agency (BBB) got involved.  Then, suddenly, they seemed to regard me as a customer again.  I think the story has a happy ending, thanks to the BBB.
  
  Regards,
  
  *************************