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:12/03/2022

  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.

  Order a complete *********** lift and leaf spring kit. They sent the wrong parts and I had to call them 5 times to get it right. I asked for a discount due to the time wasted and haven't heard anything back despite ***** telling me that he would call me back and I call back and left a message with him. I had to go through other representatives to just get the actually parts I ordered since they were shipped in 5 or 6 different shipments.

  Business Response

  Date: 12/08/2022

  Hello, 

  I apologize for the issue. 

  I am investigating this and we will reach out shortly to remedy the situation. 

  Thank you, 

  Frank W*******
  Quadratec Customer Service Manager 

  Customer Answer

  Date: 12/15/2022

  [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:11/29/2022

  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 ordered fender flares thru Quadratec and there was no notice that that were delays. After a couple weeks i received notice that the product would not be delivered for another 2 months. I called to cancel and the Quadratec accepted and said I would be refunded in a few days. I then started receiving emails from a 3rd party company that manufactures the fenders and they said they cannot cancel unless I pay a $250 restock fee. I disputed and they responded that it would be a $25 restock fee that I accepted. They then changed back to a $250 restock fee. (bait and switch). I should not even have to deal with them as I purchased thru Quadratec. I have called Quadratec several times and have been promised a manger call back which has not happened.

  Business Response

  Date: 12/08/2022

  Hello, 

  I apologize for the issue. I will have a representative reach out asap to remedy the situation.

  Thanks,

  Frank W*******
  
  Quadratec Customer Service Manager 

• Initial Complaint

  Date:11/21/2022

  Type:Sales and Advertising 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 vehicle part from Quadratec.com in November 2021. In September 2022 the part malfunctioned and needed to be replaced. At the behest of my mechanic i verified that i have a 1 year warranty on the part. On that day, 9-22-22, i called to speak with a representative. Initially i was told i had to contact a separate company, Crown Automotive, in order to file the warranty claim. I called them and spoke with a parts manager who deals with Quadratec, and he advised that the warranty would not be filed with them, but with Quadratec and had no idea why they had provided their number. I had to call back to Quadratec again, but this time a gentleman immediately filed the claim. I was also told that the part was currently out of stock but would be available around 1st week of October. I did wait until October 21, 2022 to reach out to Quadratec again. At that time i was told a trouble ticket had been opened and they were reaching out to see why the warranty has not been fulfilled. I have had multiple conversations with them since that time mostly with invalid excuses. They are responsible for replacing this part and are blaming someone else. Meanwhile, the part had been in stock and for sale on the site, but they have not been able to replace it. On Friday, Nov 11, i was told there had been a computer issue and they would be sendsing a shipment confirmation soon. As of Monday Nov 21, there has been no such shipment. I am asking for help to get this company to fulfill their obligations with the wareanty as guaranteed at purchase. The item is for a windshield wiper assembly, which means i am unable to drive the vehicle while it is raining. I am including 3 attachments: original order 2021, warranty order 9-21-22, all email conversation.

  Business Response

  Date: 12/08/2022

  Hello,

  I apologize for the issue. I will have a representative reach out to fulfill the warranty request. 

  Thank you,

  Frank W************

  Quadratec Customer Service Manager 

  Customer Answer

  Date: 12/14/2022

  [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:10/13/2022

  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 placed an expedited order for automotive parts on 10/11 and received an acknowledgment of my order. On 10/13 i reached out for tracking information for my order and was informed it was being held for "security purposes". I was never notified of this "security concern" and my shipment was being held after my card was charged. When I spoke with customer service about getting this shipped I was informed I needed to call to verify the shipping address. When i called thenl number the phine prompt told me "we are closed" and hung up. They want me to verify an order to a dead number making it impossible. They are holding my shipment and my money in limbo leaving me stuck with a vehicle that needs repair.

  Business Response

  Date: 10/18/2022

  Hello *****,

  This order was placed on 10/11 and was put on security check by our system to protect you and the purchase against fraud with the shipping address. We wanted to confirm that it was in fact you that placed this order. Our billing department send you an email on 10/12 regarding this security check and the information that was needed. The order has been approved and released into processed and was mailed out for you yesterday and the ETA for delivery is tomorrow for you 10/19.
  What I have done for the trouble is refunded your express shipping charge back to your card and you will see that back on your account within the next 1-3 business days. This will not happen again since we were able to verify your information. I do apologize for the delay and the troubles has caused. 
  

  Thank you
  

  Hailey

• Initial Complaint

  Date:10/03/2022

  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 doors for my ****. The passenger side door would not a just enough to close. I have tried working with the company for over four months. Nothing is getting done. I have sent pictures, and I keep getting told that a door will warranty this week and nothing. Today I was told they couldn't see the pictures. The story changes every time. I want to get a replacement door, or I want to send everything back and get my money back. This is horrible customer service and will not ever order again

  Business Response

  Date: 10/05/2022

  Hello *****,

  I am very sorry to see this delay with this warranty for the order. I have reached out to the manufacturer myself to check on this and make sure this is taken care of for you. I do sincerely apologize for the delays and the troubles you have encountered with this warranty for that door. Once they get back to me with an update I will contact you via the email that you have provided here. 

  Thank you

  Hailey L********

  Contact Center Supervisor

• Initial Complaint

  Date:10/03/2022

  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 set of taillight covers for my **** on 09/02/21 for $95.39, which including $5.40 in taxes. Additional information is provided below. I contacted Quadratec several times requesting information about the product warranty and possible replacement of the product. They did no respond. I like the style and fitment of the product, however, the finish is bubbling and peeling badly, with only about a year of use. Ive had other products from the same manufacturer (****** *****) with no such problems, so I'm wondering if I just happened to get a bad set this time. Any assistance would be appreciated. Thanks. Order Number: ******** Item no: *****-**** ****** ***** ******** Elite Tail Light Guards for 18-21 **** ******** ** with Factory Halogen Tail Lights

  Business Response

  Date: 10/17/2022

  Hello,

  I apologize you are having an issue with your lights. 

  I will have an agent reach out to handle the replacement. 

  Thank you,

  Frank W************

  Customer Answer

  Date: 11/04/2022

  Quadratec sent me replacement taillights.
  
  They have satisfactorily resolved my complaint.
  
  Thank you.
  ****
  

  
  

• Initial Complaint

  Date:09/19/2022

  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 made a purchase of parts on 5/31/2022 and as of 8/16/2022 still had not received them. I made numerous calls to the company and was told that they were being sent out “that day”. Still did not receive the parts. Spoke with Brad W***** on 8/16/2022 about the false information I had been given and he was going to check into it. He sent me an email on 8/17/2022 in reference to our phone conversation. On 8/31/2022, I sent an email to Brad W***** requesting a full refund as I still had not received any information about my purchase. On 9/1/2022 Brad emailed back stating that he would issue a refund and wanted a confirmation of the mailing address. That confirmation was sent on 9/1/2022. On 9/8/2022, Brad advised that the check had been processed and we should advise him when we received the check. On 9/15/2022 we emailed Brad and advised him we still had not received the check. As of today’s date, 9/19/2022, we still have no check.

  Business Response

  Date: 10/04/2022

  Hello,

  I show via Brad W*****'s email that the check was confirmed received on 9/23/22.

  Please let me know if this is not the case. 

  Thank you,

  Frank W***********

  Customer Answer

  Date: 10/06/2022

  [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:09/09/2022

  Type:Billing 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.

  Place an order for new tires with them. The tires where advertised with a much lower price than normal(almost half off) and I figured it was a miss print and that they would cancel the order but they did accept my order and money. They decided to cancel my order a month later and stated the tire company had cancel the order. I proceeded to call there customer service as a new customer wanting to place an order for the same tires and asked if they were available. I was informed that it would probably be about 30-45 days to get the tires but was informed that the tire company did have them and it was just taking a bit longer to get them. I than made sure my order would not be canceled and was informed they would contact me to ok a cancellation before doing so. At this point I had informed the sales person of what had happened with my prior order and to see if they would resubmit my order which she was happy to do and I also asked if they would honor the price I paid which she had said  yes…until  she pulled my order than she stated she would have to talk with a manager for approval and would get back to me. The sales person emailed me back and offered about 15% off the price. When I emailed them back to have a manager review this order and email I got ghosted and have not heard back since than. I also tried there email contact but just get a run around that tries to state they no longer make the tire and that is why my order was canceled.

  Business Response

  Date: 10/04/2022

  Hello ****,

  I did speak with you in regard to this order through Yelp. I wanted to apologize again for the troubles this has caused and we were able to get a solution about this order. 

  Please let me know if you have any further questions or concerns that we have not previously spoke on.

  Thank you!

  Hailey

  Customer Answer

  Date: 10/05/2022

  [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:08/26/2022

  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 placed an order with Quadratec back in May for a pet divider screen for my ****. The item was not in stock and my money was refunded to my account. There was never any communication from Quadratec stating that the item was just out of stock and that they would send it and recharge me once it was in stock. Fast forward to the end of July, my card was charged for the item again and it was mailed to me, however I no longer needed the item because I had purchased something different thinking my order had been cancelled due to the lack of communication. I returned the item and have confirmation that it was delivered on August 8th. I still have not received my money back. I was told by Quadratec that my money had been refunded and it could take up to 10 business days. I called a second time after it had been 10 business days and my money had still not been returned to my account. I was told to check with my bank. I called my bank and they show no transaction returning the money to my account from Quadratec and nothing pending. I still have not gotten my money back for my returned item.

  Customer Answer

  Date: 08/30/2022

   I had filed a complaint with Quadratec; number is *******. After another call to them, I was able to speak to someone who was able to figure out what the problem was. Due to a clerical error, the system had not refunded my money. However, he sorted it all out for me and my money was refunded to me immediately and was back in my account in less than 24 hours. 
  
  Thank you,
  
  *******************************

• Initial Complaint

  Date:08/18/2022

  Type:Sales and Advertising 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 July 30th, 2022 I purchased a set of tires online from Quadratec. These tires were marked on sale/discount, regular price $508 each, sale price $278 each. So of course, I jumped on it, as did a friend of mine (I got a PayPal loan to pay for these tires, which hit my credit). I received email confirmation on my purchase. I also received shipping confirmation from a third party. After purchasing these tires I went on to buy new wheels for these tires, I spent $2500 on new wheels that have since been delivered (promptly) and cannot be returned. My friend who also ordered from Quadratec (the same tires I ordered) received his tires very shortly after ordering, I on the other hand, did not? We ordered on the same day. I patiently waited 2 weeks, then sent an email on 8/16/22 inquiring about my tire delivery. I was only then told that my order had been cancelled due to a price discrepancy. No email, no call to tell me my order had been cancelled, I had to get in touch with them to find out it was cancelled and not being delivered. I emailed with a young man, whose hands were tied, he informed me to call customer service, which I did. They explained that they had to eat a lot of money by upholding the deal and sending out tires that were priced wrong to some people and that the best they could do for me was $350 a tire, which was not what was advertised. My question is, why were some people granted this sale price but some were not? Your price discrepancy is NOT the customers fault, and definitely not just some of your customers fault.

  Business Response

  Date: 09/13/2022

  Hello, 
  I apologize about this pricing error. 

  These tires were put on our site at a price well below our cost.

  Unfortunately, some orders did ship prior to us recognizing the error.

  An email should have been sent after the order was cancelled. 

  As stated in our terms of business:

   We are under no obligation to provide the product to you at the incorrect (lower) price, even after we have sent you an Order Confirmation or a Shipping Confirmation, if the pricing error is obvious and unmistakable and could have reasonably been recognized by you as a pricing error.

  I understand the customer's frustration. 

  I can offer a $100.00 gift card as an apology for this mistake. 

  Regards,

  Frank W***********